Amtrak

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Revdex.com,Amtrak reached out to me directly and my response back to them is as follows:
MsS[redacted],
I very much appreciate you reaching out to me directly as Amtrak
customer support does not provide for such an option
I would like to explain this situation from another perspective
This trip, our honeymoon, was booked based off of information provided to us by
Amtrak's website
Amtrak at no time provided me with any explanation as to why we
were being rerouted around the very
reason we chose travel via trainI did speak with Amtrak customer support and
was only told, "work was being done" on a section of track
Aside from the disappointment of the reroute, I was equally
disappointed about the timing of the notificationAs previously stated, the
timing of the notification of the reroute left me in a precarious position
Adding to this was the Amtrak agent telling me that my only options were to
take the trip as scheduled or cancel it altogetherThis left me with no
options whatsoever without spending considerably more money to cover costs
incurred, which at the time went well beyond $2,- the cost of our Amtrak
trip
Amtrak's offer of $toward a future trip is nothing short of
insulting, to be frank$for two people with a sleeper cabin with restroom
and shower (same accommodations as the rerouted trip) will not transport my
wife and I to and from anywhereFor a one-way trip I will be forced to spend
more money on Amtrak or purchase two airline tickets to return
Amtrak is guilty of advertisement, not providing advance
notice for service disruption/reroute and not providing any explanation as to
why this was happeningAdditionally, Amtrak does not provide any way for
someone in my position to contract anyone beyond basic customer service
I truly feel that I have been taken advantage of – for my
honeymoon no less
For your reference, I copied the below information direct from
Amtrak.com below – none of which Amtrak honored in anyway
Experienced travelers say the California
Zephyr is one of the most beautiful train trips in all of North AmericaAs you
climb through the heart of the Rockies, and further west through the
snow-capped Sierra Nevadas, you may find it hard to disagree
The
Zephyr runs daily between Chicago and San Francisco, coursing through the
plains of Nebraska to Denver, across the Rockies to Salt Lake City, and then
through Reno and Sacramento into Emeryville/San Francisco
Reserve
a spacious coach seat for your journey or, for a more luxurious experience,
reserve a roomette or bedroom in one of the Superliner Sleeping Cars
Scenic
highlights include:
Rocky Mountains
Sierra Nevadas
Moffat Tunnel
Colorado's
Gore, Byers and Glenwood Canyons
Winter Park
Truckee River
Donner Lake
San Pablo Bay and the Carquinez Strait
As of today, 3/22/16, Amtrak has yet to provide me with any
detailed information regarding this situation at allI have simply been told
that in "cases such as mine" Amtrak does not offer further compensation
If ever there was a case deserving of further compensation, it
is this oneDue to lack of explanation, timing of service disruption and a
seemingly outright refusal to explain exactly what happened other than "work
being done"; I would say I qualify for further considerationFrom my
perspective, this is borderline fraudulent and I must demand that you
reconsider your stance
If need be, and preferably, I would very much like to discuss
this matter with a supervisor or someone who has the ability and willingness to
reconsider, research the actual facts, consider those facts weighed against my
specific situation and provide me with a detailed verbal explanation, at which point,
I will consider weather or not what Amtrak is offering is fairUnfortunately, Amtrak's
position seems to be that of a forceful "take it or leave" mentality
Please advise at your earliest convenience
Regards,

Review: I made a reservation on my father's credit card (with his permission) for a ticket from NYC to Washington, DC (reservation [redacted]), on Oct. 1 (which was 45 minutes late, which could have made me late for connecting with my father in DC). Because of the government shutdown, our trip was curtailed, so I was able to attempt to return to NYC on an earlier train. I went to the Amtrak window & was told I could not pay for the additional fee on my father's card since I did not have it with me, but if I called their 800 number, I could do it. I got off the line & made the call, during which the operator said everything was taken care of & to return to the line - if Amtrak's employee says everything is taken care of & does not mention payment of the additional fee, that must mean that the reservation has been changed & the additional fee put on the original credit card account. I got on line a 2nd time & was told by the clerk that though the reservation had been changed, the fee had not been applied to the original card. I did not have time to get off the line a 2nd time, make the call again, & get on the line a 3rd time & still make the earlier train. I was very angry to put the fee on a different credit card account. When I emailed Amtrak, they have been nothing but uncooperative if not downright rude & sarcastic, taking none of the responsibility for all of their mistakes.Desired Settlement: If they still refuse to put the additional fee on the original card as they should have done when I called the first time, then I request that the $36 simply be taken off of the other account.

Business

Response:

From: [redacted]

Sent: Friday, November 01, 2013 6:09 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

We are so sorry that you received incorrect information from various employees. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please accept our sincere apologies. As information, when passengers make changes to existing reservations, in order for charges to be made to the original credit card used to make the reservation, Amtrak requires that the credit card holder must be present for identification procedures.

Once again, thank you for writing. While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: On March 12, 2014 I rode the Amtrak Auto Train from [redacted], FL to [redacted], VA (reserveration [redacted]). My vehicle was accepted at the [redacted], FL station, and when I received it back in [redacted], VA my windshield was cracked. I immediately alerted an Amtrak representative who said I would have to contact a [redacted] at [redacted] to follow up with the claim. I immediately contact [redacted], and after several days was advised that my claim was being denied by A**ak. [redacted] suggested I contact [redacted] with Amtrak, who handles the claims out of the [redacted] office. **. [redacted] e-mailed me that she was looking into the claim, and then I received a call and e-mail from a [redacted] who also works in claims in [redacted]. He stated that my claim was denied, but could not provide a reason or a copy of the claim policy as to why my windshield replacement was not covered other than his people said it could not have been broken in transit. I requested a copy of the video of my vehicle in [redacted], which shows the windshield not cracked. I contacted several individual, including [redacted] in claims at the Amtrak headquarters in Washington, DC by e-amil on 4/10/14. I received a voicemail from **. [redacted] on 4/14/14 and I continued to try to reach her that day as well as 4/15 and 4/16. On 4/16/14 **. [redacted] left me a fairly rude message that she was busy in meetings, and would be busy and was off on Friday to call her and leave a message and she would try to call me.Desired Settlement: A repair of my windshield. Two estimates were sent to [redacted], the lesser was $359.62. Paid either to me or directly to the Jeep dealership.

Business

Response:

From: [redacted]

Sent: Friday, May 16, 2014 4:47 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I purchases a Amtrak Gift Certificate 5 years. I wanted a refund/reissue since it expired. I only got a partial refund. The certificate was worth 500, but I was charged a 10% refund fee. California laws states that "Any gift certificate sold after January 1, 1997, is redeemable in cash for its cash value, or subject to replacement with a new gift certificate at no cost to the purchaser or holder. " (4California Civil Code Section 1749.5(b).)

I was told they could not do a refund, so they refunded it to me instead. Obviously this is a violation of California Law.Desired Settlement: 50 dollars that was not refunded.

Consumer

Response:

I meant to say that, "They couldn't issue me an exchange [which is what I wanted], so they refunded it instead"

Business

Response:

October 29, 2014Dear [redacted]:Thank you for your recent inquiry.I am sorry that you feel the refund amount of your Gift Certificate is unsatisfactory. We can certainly understand the inconvenience and frustration this may have caused you.The Gift Certificate which you submitted to our Refund Center was valued at $500.00. In accordance with our Refund Policy for Gift Certificates, a refund fee of 10% of the certificate value up to a maximum of $100.00 will apply. We authorized an automated credit in the amount of $450.00 which was applied to the [redacted] account by which the tickets were purchased. This procedure has been performed electronically on August 8, 2014.We look forward to the privilege of serving you in the future.Sincerely:Aluster FCustomer Relations Specialist

Review: The train that I was on had an issue with their signal system and caused me to be two and a half hours late and miss an important meeting that I had intentionally planned for afterwards. I called customer service to see what they could do to compensate me for the issue and the associate was extremely rude and unhelpful. She refused to allow me to speak to someone above her and claimed they didn't exist and she said that because the issue is something that can happen she couldn't do anything other than send a voucher even though I have lost all interest in ever riding a train again and wanted a discount on the amount I had already paid.Desired Settlement: I want them to get better representatives to serve their customers and give me back my money. At the very least I want a voucher that will actually be useful and not just discount my next experience with them. They need to hire supervisors who can handle customers who are upset when their employees cannot and have a way to compensate customers other than a small voucher when they have these issues because they should have working systems and only weather issues should be non-refundable.

Review: I bought a 6-ticket, multi-ride, student pass on October 21, 2013. This ticket was advertised towards students and had a one year expiration date. It was valid until October 2014, from Boston, [redacted] to [redacted], Maine. When I bought the ticket online, in October, I had a change in plans and never ended up using it that day. So, I had these 6 tickets available for me for the next time I wanted to travel home. I was always a little bit confused about how the multi-ride ticket even worked, and I even e-mailed customer service on the Amtrak website. All signs basically pointed to the traveler simply getting on the train and telling the Amtrak employee that you had a multi-ride ticket.

I never felt good about this, because I've seen people get on with no tickets before, accidentally or otherwise, and it didn't always seem like a good experience. So, when I was planning on traveling home for a wedding on Saturday, July 5, I stopped at the ticket window at Boston [redacted]. I had the original purchase e-mail on my phone with the reservation number, and the ticket agent simply told me that this ticket, or, I, was nowhere to be found in the system. Immediately, I was frustrated. He asked me, "Are you sure you didn't just use all 6 passes?" I replied, "Yes, I'm sure I haven't used any, actually." He said, "Ya know, I've actually never heard of a multi-ride ticket being good for a year." I said, "It was a student pass. It was valid for a year." Eventually, he simply told me that there was nothing else he could do, and I had to buy a train ticket home. This, under normal circumstances, would not be a big deal, but with six unused tickets sitting somewhere, unused, I was frustrated.

I bought my ticket and proceeded to call customer service to try and figure out what was going on. I understand in an age of e-tickets that companies switch over to this method. But how could Amtrak simply lose all records of people who bought tickets for things back before they went paperless? (This is what the customer service rep told me had happened.) I spent over a half hour on the phone, wondering if I could get a refund for the ticket that I had purchased, and if the agent could simply deduct the ride from the multi-ride pass that I had purchased. No go. There was nothing that they could do. At the end of the conversation, she told me that I could either call back Monday to figure it all out or to call back Monday for a refund. I should have asked for her name so I could reference someone during my Monday call, but I just figured it would be easy.

I called back Monday morning at 8:30 a.m., and the customer service rep told me that he could not find any information about my multi-ride pass. He asked me for my credit card information from when I made the purchase, and I explained that I no longer had this credit card, so I didn't know. He said he didn't know if there was anything he could do. I was put on hold and told to call back at 9:00 a.m., which is when the refund agents get in, and they can help me with my issue, 'if it's even possible for you to get a refund.'

I will call back sometime today to try and work it out, but this whole thing has just been so frustrating that I didn't know what else to do. I just wanted to let you (whomever gets these) how awful this whole experience was.

Business

Response:

From: S[redacted], Vanessa

Sent: Monday, August 18, 2014 1:09 PM

To: '[redacted]'

Subject: Amtrak Response

Review: On April 3rd I boarded Amtrak train #** at 11:22 bound for [redacted], FL due to arrive at 11:40 on Friday April 4th. When the train arrived in [redacted] they announced that there was a wire down and we would be here until the wire was repaired. After a 4 1/2 delay we proceeded to fall further and further behind schedule. when I finally arrived at my destination it was 8:30 pm Friday nite. I had to pay for a hotel room I didn't use plus I had to miss a dinner that was held in my honor, I was to be introduced as the new [redacted] a new [redacted] Organization started in Florida and Headquartered here in NJ Followed by a swearing in Ceremony on Saturday April 5th at [redacted] in [redacted], FLDesired Settlement: I know that lost time can't be replaced but I would like a full refund plus $60.00 for the hotel I had to pay for one day.

Business

Response:

From: [redacted], Vanessa

Sent: Monday, April 21, 2014 4:39 PM

To: '[redacted]'

Subject: Amtrak Response

Review: My problem is no one has helped me or my family at all. My trip with Amtrak has been a fiasco since the very start.

1) My train was five hours late and no one notified me.

2) Because of their negligence I missed my connecting transporation to get home.

3) When I got to Chicago I was told that my reservation was cancelled because I didn't check in, even though I had been riding the train, so not really sure how that was possible. There were no customer service at my orginial orgin thus I was told to just sit down and wait for the train. Show them your identification. It took me a while to resolve that.

4) Amtrak booked us into the Hilton for the evening, because their transportation was running too late we missed our reservation and the entire hotel was booked. We had to wait for them to find another hotel. Finally got settled after midnight.

5) It cost me a fortune to eat and was only compensated $10.00. We could not find a meal for under $15.00

6) My wife and I both sent numerous, complaint emails and phone calls; still waiting on a response. Nothing so far expect a standard form letter.

7) Conductor very short with us because, everyone was complaining, which I feel we all had a right to do.

8) I had been sleeping, awakenend when we stopped in Springfield, IL--saw the conductor go by, got up to ask him we could get out and smoke, he completely ignored me and walked on by. After he walked out I walked behind him and proceeded to smoke since there was a gentleman already there with a cigarette. The next thing I know, he yelled at me that this was not a smoking stop and kicked me off the train. Stranding me 13 hours from home with no way to get back. I told him that I had not heard the announcement and up until that point every stop we had made we were able to get off and smoke. He then accused me of opening the doors, which is completely false. Several of the passangers tried to come to my aid and defense and told him that the door was opened and he absolutely refused to listen to any of them. Even the gentlemen working at the office in Springfield tried to help but the conductor completely ignored him. [redacted]I do have names and numbers of witnesses** I tried to get several but was escorted off before I could get more.

9) I had to walk two miles to the nearest hotel and made a reservation for the following day. When I tried to purchase my ticket I was informed that it had been cancelled.

10) When I called to speak with a manager the next day, I was told I could not and she was the highest I could get at that time of the morning and was hung up on.

11) The stress that this has caused my family and I are unmeasurable. I was headed back to Dallas to get me kids and check in for a new position, I am not sure if I can get any.

12) I am out of money, stranded in a town with no friends or family and Amtrak just does not care.

Feed back Tracking

1)Re: Travel Feedback [#[redacted]] 5/17/14

2) Re: Travel Feedback[#[redacted]] 5/18/14

3) Re: Travel Feedback [#[redacted]} 5/18/14

4)Re: Travel Feedback [#[redacted]] 5/19/14

Second returning booking

THIS IS NOT A TICKET

==========================================================================

Reservation Number Is [redacted] Subject To Cancellation Unless Purchased By May 19, 2014

==========================================================================

West, Dwight

Train: 21 Texas Eagle

Departure: Springfield, Illinois

Monday

May 19, 2014 5:14PM

Arrival: Dallas, Texas

Tuesday

May 20, 2014 11:30AM

Accommodation: 1 Reserved Coach Seat

Total Reservation Charges:

$ 137.00

Ticket Delivery Charge:

$ 0.00

-------------------------------------------

Total Charges:

$ 137.00Desired Settlement: I want my initial ticket refunded

I want my hotel and out of pocket expense compensated

And I want my return trip refunded

But mostly, I want some one higher up to call me and at least, act like they care.

Business

Response:

Sent: Wednesday, June 11, 2014 1:15 PM

To: '[redacted]

Subject: Amtrak Response

Review: I had an Amtrak reservation (Reservation [redacted]) for travel on Sunday Oct 26, 2014. The day before travel (on Saturday Oct 25 in the morning around 8:30am), I called Amtrak customer service to make a change to the itinerary. The change was to move the date of travel to Monday Oct 27. The customer service rep on the phone said the fare was the same ($61) and there was no change fee, so I was all set. Assured that the change was processed properly, I proceeded with the rest of my day.

Then on Sunday night Oct 26, I got an email from Amtrak saying to call them. When I called them, they said that I had missed my train and that my ticket was forfeited. This was a shock to me since I had called the previous day and been assured all was well. They asked if I got an email after the change and I had not.

As a result of this problem, I was forced to pay $22.45 extra so that I could get on the train that I needed.

I feel that I have been wronged. I should not have to pay $22.45 to make up for an error that an Amtrak customer service rep made. The lady on the phone clearly did not process my change properly. Maybe it was a technical glitch or maybe it was human error, but either way it was on Amtrak's end of things and not mine. I called to make my change well ahead of my departure.

I called Amtrak twice this morning to try and get a refund of the $22.45 but I was not able to achieve that. The Customer Relations staff said that I am unable to get they refund because there is no record on their end of my Saturday phone call. That is precisely the problem--the lady on Saturday did not process the change and so we are having this issue.

I am requesting refund of $22.45 because I should not have to pay for Amtrak's error.Desired Settlement: refund of $22.45

Business

Response:

November 10, 2014Dear [redacted]:Thank you for your recent correspondence.We are sorry that there is no record of your changing your departure date to October 27, 2014. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please accept our sincere apologies.Amtrak offers several different fare costs between each city pair. The least expensive fares are sold on a first come first served basis. Once these fares are sold the next highest fare is offered. At the time your reservation was modified the lowest available fare resulted in your paying an increase for the difference.We must respectfully decline your reimbursement request.As a courtesy, we have enclosed a Transportation Certificate in the amount of $22.00 which is valid towards future Amtrak travel. Kindly refer to the reverse side for usage instructions.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster F. Customer Relations Specialist

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I do not see an attached travel voucher for $22. Or should I expect that to arrive in the mail ?

Regards,

Consumer

Response:

Yes. It came in the mail. I'm all set.

Review: Amtrak currently has a promotion where after taking the first trip on an Amtrak train, you are given a 500 Amtrak Guest Rewards points bonus to your Amtrak Guest Rewards account. On December 16th, 2014, I took my first trip on an Amtrak train. I was rewards points for the trip itself, but I did not receive the 500 point bonus that I should have received. When I contacted customer service, I was told that it was only valid for trips taken in the first 90 days of account opening and the agent rudely refused to take anymore action and hung up my call. This policy makes no sense and is unfair since it is penalizing me for having an older relationship with Amtrak. If I had simply opened my Guest Rewards account later, then I would have received the points, which makes no sense. This experience has greatly dampened my opinion of Amtrak and I do not feel valued as a customer by Amtrak.Desired Settlement: I want to request that the 500 Amtrak Guest Rewards points be added to my account as they should have been.

Business

Response:

Check Message tab.

Review: I took a trip via Amtrak on July 30th from [redacted], WI to [redacted], VA. In [redacted], I checked two suitcases for baggage, to be sent to Union Station in Washington, D.C., and picked up by myself. However, after a grueling 20 hour journey with only one change of shirt (I had accumulated quite a bit of body odor at this point), I arrived at Union Station to find only one of my suitcases had arrived. After speaking to a very grounded Amtrak employee, and filling out a lost baggage claim form, I set out for my final destination of [redacted], VA, where I was to reside with my girlfriend, her mom, and one other friend of ours. After almost 2 weeks of waiting for a response from Amtrak, I started the process of calling them every few days to check and see if they had seen or heard anything about my baggage. This process of me calling Union Station, them "checking the cage," and not calling me back afterwards continued for another couple of weeks until I had finally had enough of their complacency. On August 30th, I sent a letter to the address I was given on my claim form including the form itself, and a letter listing in detail the items in the suitcase they had misplaced, as well as their individual retail cost. I wrote that I deserved and expected to be reimbursed for the technical theft of my items.Desired Settlement: Reimbursement for the lost items, as close to the retail value as possible.

Business

Response:

From: B[redacted], Sonya<[redacted]@amtrak.com>

Date: Thu, Nov 13, 2014 at 9:53 AM

Subject: [redacted] - ID [redacted]

To: "[redacted]" <[redacted]>

Good morning. The below correspondence was in resolution to the above consumer’s complaint. Thanks.

September 30, 2014

[redacted], VA [redacted]

Dear [redacted]:

Thank you for submitting your claim for the loss of your luggage.

I am sorry for any inconvenience the loss to your luggage caused when you traveled in August. We have completed our investigation and regret that your bag was not found. As information, Amtrak considers checked and carry-on baggage as suitably packed clothing, toilet articles, except liquids, and similar personal items. Thus, we do not accept liability for electronics and computer equipment such as computer monitors, headsets, keyboard and mouse, Computer stands, power strips and cables that passengers might decide to pack in their bags. These rules and regulations are available at the stations that accept checked baggage, on our website at www.amtrak.com and in our system timetable. We are sorry that you were unaware that those items that you have reported as contained in your luggage are among those that Amtrak will not cover. Therefore, I regret Amtrak cannot honor that portion of your claim.

However, other items that you have listed on the Baggage Claim Statement that you submitted have been approved for reimbursement. Your claim has been approved for $115.00. This amount represents the amount that you paid for your clothing. A check for this amount will be forwarded to you under separate cover. This compensation represents full and final payment in the settlement of your claim.

Sincerely,

Sonya B[redacted]

Customer Relations Analyst

Case: [redacted]

Sonya B[redacted]

Customer Relations Analyst

40 Mass. Ave., NE, #2W-118

Washington, DC 20002

ATS 777-2167

###-###-####

Review: I purchased a $155.40 roundtrip DC to Williamsburg and back on 2/21/13 departing on 3/6/13 and returning 3/8/13. Since my train to Williamsburg experienced significant delays, I filed a complaint over the phone with customer service. I was later awarded a credit of approximately $50 (I believe) in April of 2013. However, I called on 5/23/14 to book a $196.00 roundtrip DC to New York and back departing on 7/19/14 and returning later that same day. I was informed that since my credit was awarded on 4/1/13, it had expired on 4/1/14 and Amtrak would not honor the credit. Firstly, I do not recall being told of any expiration date when I first spoke to customer service over the phone and was awarded the credit. Secondly, I think Amtrak should, in good faith, allow me to use the credit even if it is technically a little bit past the expiration date since it was awarded for a poor experience and that poor experience does not disappear from memory after a certain period of time.Desired Settlement: I would prefer the $50 credit be refunded to my credit card and reduce my recent $196 purchase.

Business

Response:

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

We are sorry to learn that you were unable to use your Certificate within the time allowed. This Certificate was issued under several restrictions, among them the length of time the Certificate could be used. As a one-time courtesy, I have reissued your Certificate in the amount of $45.00 and applied it to your reservation no. [redacted] for travel on July 19, 2014. Therefore, a refund in the amount of $45.00 will appear on your [redacted] Card account. This transaction was performed electronically and no paper credit slip was generated. Depending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement.

Once again, thank you for writing. We look forward to your continued patronage.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate Amtrak's concern for customers like myself and find myself very likely to be a future patron of Amtrak's services.

Regards,

Review: I am writing in regard to a claim # [redacted]. I called 2 months ago and I was told that the person I was referring to was not on the claim. Then I was told that yes they were on the claim and their voucher had been mailed to the P.O. Box with another persons voucher. I called the person who's P.O. box the other voucher had been mailed to and we went and checked the box. The voucher for my son has not arrived and the voucher for the other young man had indeed arrived. They were not in the envelope together. I called again today and I was on hold in access of 25 minutes.....then I got a gentleman on the phone who told me that [redacted]' voucher had been used and I responded with I am aware of that but [redacted] has never received his voucher and I certainly wouldn't have purchased a ticket in May if I had it...He stated that he could not send out a new voucher until that one is returned which may be forever from now.....In addition I asked to speak with a Supervisor and he said that Supervisors do not take calls...What is that? Then I asked if I could speak with someone in the office that mails the vouchers and he said that is only done on the weekends and they are not open on the weekends and no one could tell me if they were mailed in the same envelope or not but he can almost assure me that the vouchers were not in the same envelope. They were according to him printed on March 30th and mailed on the following Monday...April 1st....Well it is July 9th and the second voucher has not been received. In addition my son is going back to school soon and I would prefer to use the voucher then. This is absurd....He had no seat on his trip home....a train derailed and he had to take a bus back to school....and I can't get the staff at Amtrak to cooperate a little....I am so angry with this company right now...I feel as though if I am a loyal customer I should be treated that way. I have never complained about an Amtrak trip and I am not asking for a handout but if I was told I would receive a voucher I feel as though it should be sent and if it is not received I should not be made to look as though I am lying about receiving it....You guys own the company so you can't tell me you can't cancel the original voucher making it obsolete and void. This is my sixth attempt (3/26, 3/28, 4/5, 4/16, 5/1, 7/9) to resolve the matter. I was then told yeah the person is on the claim but we have to Amtrak won't send another with it...Please adviseDesired Settlement: I was promised a voucher sent to my home address and not a P.O. Box as requested for the amount promised......therefore I am requesting a voucher in the name of [redacted] or full refund to the payee [redacted] due to a blatant disregard for me as a consumer doing business with them often

Business

Response:

From: [redacted]

Sent: Friday, July 19, 2013 1:41 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

Please accept my most sincere apologies that the Transportation Certificate for your son was not included with the Certificate issued to Christopher [redacted]. This Certificate has been canceled and voided. Instead of mailing a replacement, we are instead holding on file for [redacted] a Transportation Certificate in the amount of $85.00. The Certificate must be redeemed on or before July 19, 2014 and is not transferable. We hope he will use it toward his next Amtrak ticket purchase. To redeem the Certificate, please have him call1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations. Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m. Please note that the Certificate is being held electronically and can only be redeemed by calling Customer Relations. While it is not required, it is helpful if he refers to the case number at the bottom of this email when calling..

Once again, thank you for writing. We look forward to the privilege of serving you again in the future.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

-----Original Message-----

From: [redacted] [mailto:[redacted]]

Sent: Friday, July 19, 2013 1:45 PM

To: [redacted]

Subject: RE: Amtrak Response

Thank you so very much. He will do so soon. In addition, I am sorry that I had to go that route but no one was working with me. Thank you again and God Bless.

[redacted]

###-###-#### Ext. [redacted]

________________________________________

From: [redacted]

Sent: Friday, July 19, 2013 12:40 PM

To: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Furious on how this was and is being handled and have been treated now and in the past. I booked..

Purchased ticket: 03/08/2013 11:44 AM

Reservation Number - [redacted]

Train [redacted]: CHICAGO (UNION STATION), IL - ROYAL OAK, MIDepart 7:20 AM, Saturday, March 30, 2013

1COACH SEAT-$36.00

Day of the trip(DAY BEFORE EASTER!) I looked at the train status and said there was a delay. I called and they mentioned that there was a derailed train in Gary, IN and not certain if and when my train would depart. Therefore I went down to the station and when I arrived went up to the counter and inquired about the status. The man behind the counter with arrogance and snippiness said "Well whatever the anouncement was." and looked back at the computer screen. I said that I just arrived and didnt hear the announcement and then he replied its been delayed and no other info at this time. I asked about a refund and he said that however you paid for it, thats how you would be refunded.

I waited about a half hour and finally the announcement and screen showed that the train has been canceled and to visit the gate for travel options. THEY DID NOT MAKE ARRANGEMENT FOR TRAVEL!!!! THEY HANDED OUT SCHEDULES FOR [redacted] AND [redacted] FOR THE NEXT DAY). SOME PEOPLE WERE STRANDED

Therefore I had to hurry up and make [redacted] arrangements which left in 30min and use up more money to book a more expensive ticket on the bus. $43. I booked and went on my way.

Following Tuesday April 2nd I called to request the refund and was transfered to [redacted] in refunds. Took her 22minutes to finally tell me that I would be refunded and would receive a credit 6-8weeks!!!!!!! I said that is absoluetely rediculous, she put me on hold and came back saying due to the situation would be 1 to 2 weeks. Reason- Have to process too many refunds for same situation. As of today April 17th NO REFUND HAS BEEN ISSUED!!!!!!!!!

Besides the lack of refund, I am shocked to see that they did NOT provide other transportation. See below at another incident that I never followed up on because I had to call back....

Date of Incident: 08.09.2011

Time of Incident: 17.30

Message:

Hello, I am writing regarding an incident yesterday coming in from Chicago to Royal Oak on the 7:30am Wolverine. We were delayed 3 hours coming into our destination and then Amtrak terminated our trip in Detroit, not Royal Oak. Then I had to wait another 30+minutes for a urine smelling bus to come pick us up and take us to the Royal Oak station. When inquired when the bus would arrive, I was told would be another 10 minutes because they had the bus go to the Dearborn station instead of the Detroit stop. When on the bus he was speeding in downpour rain, not slowing down and swerving as not to hit a dog that was darting out into traffic. This was totally unsafe, as you could barely see 1/2 a block outside the bus. There were no postings on the website when I booked the reservation nor did I see anything posted at Union Station. However there were postings of up to around 90 minute delays for the Wolverine. My grandfather is passing and cut down on time that I had to spend with him, since I am leaving this morning to go back to Chicago. I am very upset and am requesting a refund for the inconvenience of this outrageous delay/situation. I understand that there are delays, but a 3 hour delay and putting lives in danger is unacceptable treatment to your passengers. Regards -[redacted]

RESPONSE:

Dear [redacted],

Thank you for your email correspondence.

We appreciate your taking the time to send us your comments and would like to refer you to call our Customer Relations department. Due to a large number of recent service disruptions (mostly weather-related) throughout our system, Customer Relations has experienced a significant increase in calls and written correspondence. In order to reach Customer Relations at this time, please call us a [redacted], select the number '0' immediateDesired Settlement: $36 train canceled on 3/30

$2.93 phone charge of 22minutes I was on hold

As I beleive I should be entitled for the previous trip as well for the lack of compassion and customer service.

As this seems to be the norm of Amtrack, I've endured tons of delays and issues with them. They obviously dont seem to care.

-[redacted]

Business

Response:

From: [redacted]

Date: Mon, Jun 3, 2013 at 12:34 PM

Subject: [redacted] - YOUR ID #[redacted]

To: [redacted]

Please see response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: [redacted]

Fax: [redacted]

Review: We purchased in March a round-trip sleeper car ticket from [redacted], OR to [redacted], WI (outbound May 21st, inbound June 4th), primarily out of concern for our 5-month old daughter. The leg out was supposed to be 40 hours in length, but ended up being 51 hours; Amtrak provided no compensation. For the leg back, Amtrak called us five days in advance to inform us that the return trip was canceled and that there were no sleeper car openings for the following 3 days. Unfortunately, a departure on Wednesday was really our only option due to work obligations on June 7th, notwithstanding the potential for future delays, and a sleeper car was a must for our infant. Amtrak refunded us for only one leg of the trip, but we were forced to purchase plane tickets at a premium (due to the late scheduling), to ship 3 boxes worth of stuff back home, arrange new transportation in [redacted], and find transportation from PDX to the parking garage near the train station.Desired Settlement: We'd like a reimbursement for the leg to [redacted] (in addition to the reimbursement already provided for the leg to [redacted]). We purchased a round-trip ticket and it was our expectation that Amtrak would provide round-trip transportation in reasonable accordance with their committed schedule. Had we known that Amtrak would increase our travel time on one leg by 25% and just completely cancel the leg back, we likely would have gone with an airline in the first place, at lower cost and with less hassle.

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, July 10, 2014 11:58 AM

To: [redacted]'

Subject: Amtrak Response

Review: Amtrak reservation# [redacted] Amtrak Claim# [redacted]

I booked an Amtrak auto train that was supposed to get me from VA to FL in 17hours and 30 minutes(5/8/14 4pm - 5/8/14 9:30am). The train departed thirty minutes early yet we arrived 10 hours (yes, ten hours) late. Amtrak failed to inspect one of the trains engines before departure. That engine failed soon after we left and set off a chain of delays. At around 2am the train stopped(with no announcement to explain why). It did not move again until 6am. I walked the entire train looking for staff and found none. After calling customer service at 5am, I was told that staff had worked the maximum of hours allowed and the train had to be re-staffed. WE WERE LEFT ON A TRAIN IN THE MIDDLE OF NOWHERE FOR 4 HOURS WITH NO EXPLANATION! What if there had been a medical emergency? I used auto train because I was moving from Philadelphia to south Florida. My condo complex's leasing office closed at 6pm that night. I needed to be there before then in order to get my keys. The train didn't get to [redacted] until 8:30pm. Guess what happened...I had no place to stay. Effectively homeless for the night. I called customer service again asking for compensation for a hotel and was told "no". They could only offer me a 200.00 voucher for future travel. As if I will ever travel with them again.Desired Settlement: I want my credit card to be refunded $217.00, otherwise I will file a chargeback through [redacted] for the full amount.

I paid 369.00 for my tickets. The train ride was scheduled for 17 hours. That means that Amtrak was getting paid 21.70 by me per hour for my trip. I want to be compensated at the same rate for the 10 extra hours I spent on that train. 21.70 per hour X 10 hours = 217.00.

Business

Response:

From: [redacted]

Sent: Thursday, May 22, 2014 5:28 PM

To: '[redacted]'

Subject: Amtrak Response

Dear [redacted]:

Thank you for your email.

After a further review of your case, I have authorized a refund and a check in the amount of $200.00 will be mailed under separate cover. You should expect to receive it within the next few weeks.

Once again, thank you for writing. We value your patronage.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Review: I went to make a reservation with Amtrak and was told that I needed passports to continue...you do not need passports to book a reservation with the airline, so I did not have passports at the time I made the reservations. At that time - over a course of several conversations, they gave me a reservation hold until 10-31-2013. When I did get my passports, I called to finish the reservation process and was told that they cancelled my reservation on 10-15-31. I told them to book the reservation again, and they told me that it would cost me approximately $500 more, so I asked them to adjust the price back to my original reservation and they refused. I have asked for a manager or someone who could adjust the price and was told that they will not do that for me. I was told that the time that I was granted to secure my passports was against their policy and that I was lucky that they did it for that long!!! I called back again today 10-23-2013 to ask again for a manager and was not allowed to get past a customer service rep. I then asked for the phone number to the corporate office and was told that the only way to contact corporate is my US mail. I then asked if employees have to write to the corporate office if they have a question and was hung up on.

I am trying to use some Transporation Certificates that I received from a previous trip because the on time schedule was so awful that they refunded me part of my fare...now I want to use them again, and they will not allow me to keep my reservations in tack...like the day I booked them. I am already paying over $800 for the trip and they want to charge me an additional $500 because of their policy to have passport numbers upon reservation. I have been told that there is still occupancy available so it is not an issue of no seating!!!Desired Settlement: I want my trip to be honored at the original reservation price of $2,022.00.

Business

Response:

From: [redacted]

Sent: Friday, November 01, 2013 6:17 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

We were sorry to read about the difficulties you experienced with changing the “Hold Limit” date on your reservation, which resulted in a change in your fare. Please accept my sincere apologies. After a review of your case, I saw a notation that the “Hold Limit” date was extended and the original fare for your reservation will be honored.

Once again, thank you for writing. We look forward to your continued patronage.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Review: Amtrak has failed to issue me a refund of my trip in July 2012 when the train could not leave up north due to storm damage on track.

*6-24-12 Charge by Amtrak of $188 for 2 tickets for travel to/from [redacted] AL to [redacted], LA. Leaving on 7-1-12 & returning on 7-4-12.

*7-1-12 Arrived at station.Informed the train would not be running today due to being stuck up north as bad weather had occurred & trees were down on track. Advised by station attendant that my credit card would be credited within 30 days in the amount of $188 - no penalties.

*8-6-12 No credit back on my [redacted] card Contacted [redacted] at ###-###-#### - advised that credit process was begun but never completed. Stated he would key in necessary information and get problem resolved. Advised to wait about 10 days before I should have a credit on my account.

*8-15-12 Contacted Tammy at Amtrak. She looked at my reservation & informed me the problem still was not taken care of but knew what to do to have my account credited.

*8-21-12 Still no credit to my [redacted] account. Called Amtrak and spoke with [redacted] (Ext 317). Still no resolution.

*8-29-12 Contacted Supervisor [redacted] @ Amtrak. Explained my dilema - She stated she would research it and call me back on 8-30-12. I agreed. Asked for her direct extension and she stated she could not give it out and that I would have to call the same number I have been calling.

*8-30-12 Received a phone call at about 4:35 p.m. from [redacted]. Stated she was still working on the problem but would call me back on 8-31-12.

*8-31-12 through 9-4-12 No phone call from [redacted].

*9-4-12 4:15 p.m. (CST) I once again contacted Amtrak and tried to reach [redacted] (supervisor) and advised she had left for the day. I asked that she call me back tomorrow and left my phone number where I can be reached during the day.

*9-4-12 As I was trying to reach [redacted] and was unsuccessful, I was told by Patricia that [redacted] left me a message on 8-31-12 advising me to contact Amtrak Corp. HQ, Attn Customer Relations, 60 Massachusetts Ave NE, Washington, DC 20002-4285. Explained I had not received a call from [redacted] on 8-31-12 & had not received the above information until now. She said that I had received a cash refund on 7-1-12 & that the [redacted] station had been contacted and their money drawer was right on 7-1-12. When I mentioned that it would not make sense for Amtrak to give me cash money back on a charge to [redacted] she stated that made sense & that was not their procedure to give cash money back when a charge has occurred on a credit card. She went on to tell me to write Customer Relations in Washington, DC to try and get my money back even though she had just told me that I had been given cash back on 7-1-12.

*9-4-12 Next transferred to a lady whose name I believe was [redacted] in Customer Relations. [redacted] said that I had already been credited the $188 on my account on 7-1-12 & I should review my [redacted] statement. I advised her that I had already reviewed my statements & no credit from Amtrak on statements. She advised me to wait until I get my next statement and maybe the credit will show up there. Explained to her that I had already received 2 statements since July 1, 2012 & there is no credit for the charge of $188. Advised her that I would be contacting an attorney if this could not be resolved.

*9-4-12 I contacted [redacted] to dispute these charges. I have received several explanations as to why my account has not been credited with a refund

*10-16-12 Received a letter from [redacted] advising me that they were closing their investigation as Amtrak had failed to respond.

*Nov 2012 Contacted attorney to try and resolve matter. Letter sent to the Corp. HQ in Washington DC asking for a refund as the cancellation of trip was due to no fault of mine.

2-5-13 Contacted FOX 6

*2-12-13 As of today no response from Amtrak Corp. Attorney advised me in Jan. 2013 that I could file a small clai** suit against AmtrakDesired Settlement: I simply want my refund of $188.00 credited back to my [redacted] card.

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, November 07, 2013 2:53 PM

To: [redacted]

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt to correspondence written on your behalf from the Revdex.com. We are presently investigating your complaint with our Refunds Research team, and hope to be able to respond to your complaint within the next few weeks. Once again, thank you for writing.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Reservation Number: [redacted]

Date of Incident: 02/17/2013

Time of Incident: 7:00 pm

Message:

I was on this train (A82) that was heavily delayed by an electric malfunction. As a result, I missed an important appointment in Boston. I just wasted 30 minutes on hold waiting for a customer relations representative and burned through cell phone minutes without getting through. I would like someone to handle this for me without me having to waste all day on hold. I have been a reliable Amtrak customer and travel frequently and used to good service, so I am very displeased with how this has been handled so far.

No one responded to my complaint directly to the business - #[redacted]Desired Settlement: I would like to be reimbursed for this trip. I travel on Acela all the time and don't generally have such issues and want to be compensated since my train was heavily delayed and I missed some of my meetings as well as dinner up in Boston as a result of the issue.

Business

Response:

From: [redacted]

Date: Fri, Mar 29, 2013 at 2:41 PM

Subject: [redacted]

To: [redacted]

Please see response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: 202-906-3613

Fax: 202-906-2211

Review: Never have I have been so disrespected in my life. On Friday, August 23rd when I went to the [redacted] Amtrak Station to see if I could drop off boxes that I wanted to send to [redacted], Wa. On the phone I was informed that I could drop it off anytime during the operating hours but when I arrived, a lady rudely informed me that I couldn't. I didn't argue and just decided to come in the next day. Of course when I come in the next day at around 6 am the same lady was there. The first thing that bothered me was that she said that they didn't ship "large" boxes at this location and I told her that I had checked the website for the dimensions of acceptable boxes and proceeded to ask her if this location had other specifications. She said that they did so I proceeded to ask what they were to which she replied that she just had to see the boxes and she would determine whether or not they were to large. I didn't complain and had my son bring in the first of the boxes, which were thankfully the correct size according to her. Through my own fault I didn't get her name, but for the next three days she would make underhanded comments about the most irrelevant things like how I taped the boxes and would be rude if a box was over 50 lbs even though when I saw that the box was over the limit I asked for it back so I could take it back home and repackage it. This went on for three days. On the last day when I proceeded to pay the same lady antagonizing my son and I for the past 3 days told me my card had been declined, I was surprised because I knew that there was money on that card but I didn't argue and gave her another card which went through and I left. Every single time I came I stressed that the boxes were to be sent to [redacted] WA and not [redacted] WA. I know for sure that they offer shipping to [redacted] because I called the customer service line multiple times prior to sending my boxes to make sure. My husband lives in [redacted] and having to go to [redacted] multiple times to pick up boxes is inconvenient.

Product_Or_Service: ShippingDesired Settlement: We would like the boxes to be shipped from the [redacted] station to the [redacted] station free of charge.

Business

Response:

September 26, 2013

**. [redacted]

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

We apologize most sincerely for the unacceptable service you report that you received from one of our baggage clerks at our [redacted] Station. We are working hard to improve the level of service we provide to our valued customers, and it is distressing to read that we let you down. At Amtrak, we recognize that customer service is critical to the Corporation's success as a transportation carrier. We do not want this experience to leave you with a bad impression of Amtrak. Your comments have been forwarded to the responsible management for review and appropriate action.

We are so sorry that you received misinformation from our customer service representatives regarding express shipments to our [redacted] station since this station does not accept express shipments of any kind. Therefore, we must respectfully decline your request to have your boxes shipped from the [redacted] station to the [redacted] station. Please accept our sincere apologies.

Once again, thank you for writing. We look forward to the privilege of serving you in the future.

Sincerely,

Customer Relations Specialist

Case #: [redacted]

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: ###-###-####

Fax: ###-###-####