Amtrak

Review: On 07/19/2013 I was traveling to Norfolk, VA to visit with family, I booked my travel with Amtrak. On my date of departure leaving NYC my train was running late, which is no big deal I'm use to train running late, as the train made it's way south just before arriving at Baltimore the train lost lights & air conditioning. It took about 5 to 10mins for the lights & air conditioning to come back, and the train proceeded on it's route. The train made it's stop at Baltimore, and leaving Baltimore just coming out of the tunnel the train lost lights & air conditioning again. Now this time passengers waitied about 20mins before the annoucement came that the trains 2 engines have been lost as well and that it will take up to 20mins for an emergency engine to arrive. It is now approaching 45mins and the train ist still stuck on the track, a Maryland commuter train pulls up next us and the annoucement states that we have to transfer to this train and that this train will bring the passengers the rest of the way. After the transfer, an annoucement was made that this train will only be going to Washingotn, D.C. and that those passengers going further south will have to make other arrangements. I had to run to the very last train leaving Washington, D.C. to Newport News, VA where I will make my transfer, and instead of arriving at Norfolk at 10:55pm, I arrived at 3:30am. The customer service response to this incident has been less than satisfactory.Desired Settlement: I would like a refund back to the credit card I used to pay for my ticken which was in the amount of $180, I'm not asking for the $17 that I paid for traveler's insurance which was of no assistance to me either during this incident. The complaint number I have for Amtrak is [redacted].

Business

Response:

From: [redacted]

Sent: Thursday, August 08, 2013 4:33 PM

To: [redacted]

Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We apologize that you are unhappy with the Transportation Certificate provided as a token of our regrets for your inconvenience. We have reviewed your request for a refund and truly regret that in cases such as yours, we do not offer refunds since transportation was provided. While we cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances. Sincerely, [redacted]

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Review: Train Delayed 4 hours and shameful Customer Service

Our train was supposed to leave from Chicago to Newark NJ yesterday 9/21 at 6:40pm -instead it left at 11pm. A few hours before that, an agent for Amtrak called for seniors to line up in the waiting area thinking we were getting our tickets check only to then be yelled at by an [redacted] American lady that was dress like a cop. She yelled for everyone to sit down and to be quiet in such a rude,vulgar and ill-mannered way. Very shocked and humiliated that we would be treated that way.

What kind of people do they have working there? How about an apology to their customers instead?

We then missed our 5am connection to Pittsburgh and we are now on a bus to Harrisburg. If we wanted to travel by bus, we would've taken [redacted] which would've gotten us to our destination quicker. We needed to be in NJ sooner because of a family health emergency.

I have never experienced such horrible and unpleasant service. We would like a refund for this nightmare of a trip or we will be pressing charges against this company.

In addition, we cannot communicate with Amtrak on or offline!!! Site is no help at all. We should not have to do business like this!!! They should have a system with enough employees to be able to give a good lines to communicate with!Desired Settlement: We would like a refund for both tickets - Total $334.90.

Reservation Number - [redacted] CHICAGO, IL - NEWARK PENN STA, NJ (One-Way)SEPTEMBER 19, 2014

Business

Response:

November 7, 2014Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you experienced a delay while traveling with us. We can certainly understand the inconvenience and frustration this caused you, Delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business.We are disappointed to hear of the service disruption you encountered between Pittsburgh and Harrisburg. In spite of our best efforts, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. Regrettably when such incidents occur, we must obtain alternate transportation. Please accept our most sincere apologies for your inconvenience.We have authorized a refund of your Amtrak fare from Pittsburgh to Newark. An automated credit in the amount of $174.20 was applied to the [redacted] account by which the tickets were purchased. This procedure has been performed electronically, and no paper credit receipt was generated.In addition, to underscore our regrets for disappointing you, I am enclosing a Transportation Certificate in the amount of $100.00, which I hope that you will use toward another Amtrak ticket purchase. The Transportation Certificate is valid for one year. Kindly refer to the reverse side for an explanation of how it may be used. We must respectfully decline your request for additional compensation.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Aluster FCustomer Relations Specialist

Review: Worst Experience travelling in Amtrak.

Hi,

It was my first experience travelling in Amtrak. I had a train from [redacted] PA to [redacted] MA on 25 Aug 2014 at 7:22 AM. At midnight I got a call from them saying that the train was late by 10 minutes. By morning the train was already late by 3 hours. I was unaware about it and reached the station on time. The train that was scheduled at 7:22 AM came to the station at 12.50 PM which was 5.5 hours late.They didn't even compensate for this by offering some refreshments. The train which was supposed to reach [redacted] at 7:30 PM reached there at 3 AM. I could not even get a cab at that hour of time.I was sitting alone on the station at that hour of night.

I want Amtrak to compensate for the inconvenience caused to me by offering me a full refund of my ticket and the additional cab charges that I had to bear.Desired Settlement: I want them to refund my full ticket plus the cab charges that I had to bear

Business

Response:

From: F[redacted], Aluster

Sent: Tuesday, October 28, 2014 1:17 PM

To: '[redacted]'

Subject: Amtrak Response - Case # [redacted]

Review: To whom it my concern,

On Feb 21, 2014, I was traveling from [redacted] .CT to [redacted], RI (#[redacted]). I needed to make quick phone call to let my husband know I was on the train and safe (snow season). I could not text him because he was driving on the highway. After 20 minutes later (around 4:15pm- I was reading my book very quietly) a fellow passenger behind me informed a conductor that I was on the phone earlier and immediately and without any investigation the conductor berated me curtly and loudly in front of the entire train “Hey, no phone calls, Ok???” In the meantime another passenger had a walkie-talkie and was carrying on a full volume conversation, yet no one mentioned it to him. First off, I was not in a non-talking car and secondly, I do not appreciate being scolded by one of your employees. It was embarrassing and I am offended. Unfortunately, I could not ascertain the employees name because he kept placing his hand over his name tag when he passed me. I was in the first section behind business class and the employee in question was a [redacted] male around 50-60 years old. I travel quite often for work and I have used Amtrak many times, however while I understand quite is important for passengers, but this was at 4:15PM and it was a low voiced, 2 minute conversation. I am wondering if an [redacted] woman travelling alone is much easier fodder for your employees aggression than a [redacted] male who is loudly talking on a walkies-talkie.

I submit the complaint to Amtrak website on 2/27/14 but only received a genetic email, see below:

We apologize for the inconvenience you have experienced. We have forwarded your e-mail correspondence to our Customer Relations Department. A Customer Relations representative will contact you as soon as possible. Please be advised that a response may take several weeks.

Thank you for your attention in this matter.

Business

Response:

From: [redacted]

Sent: Monday, April 21, 2014 5:04 PM

To: '[redacted]'

Subject: Amtrak Response

Review: Amtrak has been profiteering off of their website's 3+ year-long computer glitch that creates higher fares for Student Advantage (SA) discount members. With their new system of integrating the SA numbers into one's profile, this glitch now seems to apply to all fares. This is corrupt negligence that needs to stop. I hope the Revdex.com can do something to help and protect the consumer.

Below is an excerpt from an article written in 2010:

"Consumerist reader [redacted] was recently trying to book a train trip from Washington, D.C., to Newark, NJ, on Amtrak’s website and ran across a bit of a snag — When she attempted to claim the Student Advantage discount, her ticket was suddenly $13.90 more expensive.

Here’s how [redacted] tells it:

Tonight I went online to buy an Amtrak ticket for next month (5/22) on the usually expensive Northeast Corridor Line though I lucked out and was able to find a $49 ticket. Coupled with my Student Advantage Discount, I was pretty pleased that for once I wouldn’t be paying a ridiculous sum to ride the rails. However, when I put in my information for the discount, the price of the ticket jumped to $62.90.

Does Amtrak have some sort of policy against using discounts on fares lower than $50? It seems pretty ridiculous to be unable to take advantage of your discount at all times (excepting the policy that tickets must be bought no later than 3 days in advance), but hey, that’s me.

We were able to replicate Rachel’s situation and got the exact same results. And when we tried one of the higher-price fares listed for that day, the Student Advantage discount was actually a discount.

Looking at the Amtrak page that details the Student Advantage program, there doesn’t appear to be anything in the listed limitations regarding a threshold at which the discount no longer applies. [I can confirm this, as I have double-checked many times and throughout the website today]

Our best guess is that, aside from a computer glitch, Amtrak considers the $49 fare as an already-discounted rate, but then [redacted] should have gotten a message that she could not combine the discounts instead of a higher price." [As stated above, there is no consideration of a $49 or lower fare as an already-discounted rate anywhere throughout their policies]Desired Settlement: In addition to the repair of this glitch, there should be an explanation via email, letter or phone – preferably one that reaches out to all their SA members, as this is about us as a whole, and a considerable portion of Amtrak's business at that.. At the very least, we deserve an explanation and a promise to fix this problem.

Thank you.

Business

Response:

From: [redacted]

Sent: Thursday, October 17, 2013 4:07 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 making a reservation using the Student Advantage discount. Please accept our apologies for your inconvenience.

Under Terms and Conditions on Amtrak’s website, information can be found to explain that the Student Advantage discount is not combinable with any membership or promotional discounts such as the fares issued for 14 days advance ticket purchases. Since the 14 days advance ticket purchase fare is already a discounted fare, there are no further discounts permitted when making a reservation with this fare plan.

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

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Review: My son got married in [redacted], CA on 25Aug[redacted] and I went online to plan the trip by Amtrak calling the trip "The Circle Tour 2013"I called 1800usarail several times looking into where and what we could do on the way out and on the way backWe decided and I booked the trip over the phone on June 4, I also booked two hotels ([redacted] and [redacted])Also a ride from [redacted],AZ to the Grand CanyonI was told they take you up there and they bring you back to [redacted],AZ on the same trainThat was the Grand Canyon Rail Road not connected to Amtrak I just booked that tour through AmtrakMy reservation number for the trip was # [redacted]The trip was 1) StPaul/MPLS to Seattle, WA Leaving MonAug arrivivng Wed 21AugWe booked a roomette for this partThat was pretty good the people were niceWe got to [redacted] around 3pm (arrival set for 1025am) No complaint about that[redacted] was nice we didn't have much time there but we did get to roam awhileThe next day the train left [redacted] going to [redacted], CAWe had reserved coach for this trip of hoursThe people were not as friendlyThe skirting between our train car and the one in front of us wasn't attached correctly so that when the train rocked we were looking outsideThe door on our car was stuck halfway open so it was noisy, windy and kind of scaryI pointed it out to the car attendentHer respose was to ask me if I really wanted to move because of a small mechinacal issueConfrontanionalI went back to my seatThere was another car on the way to the lounge that the door wouldn't open when I pushed the bottonI had to force my fingers thruogh and push the door openThere were several attendents and the security person who went through these doors and no one tried to fix the problem in anywayAt one stop I spoke to the Condoctor about the stuck door seeing it as a safety issueHe told me that they were not going to be using these trains much longerI called 1800USARAIL to say something and was told I wouldn't be allowed to speak to costomer service until after my trip was finishedI think there is something wrong with that policy[redacted] and I got to [redacted] Station in [redacted],CA after 930pm found the "flyaway" bus to LAX to pick up the car we rented for the weekendThe wedding was Sun 25Aug and on Monday 26Aug [redacted] and I spent the first part of the day roamingThe train was to leave LA at 615pm so we dropped the car off at LAX about 330-4pmWe again took the "Flyaway" bus to [redacted] StationThere we found out the train was canceled because of heavy rain that had washed out the train railsWe were sent to customer support and the man we spoke to said he wasn't sure if the train would even be able to go the next dayI asked well what do we do? And was told to come back tommrowWhat do we do in the meantime? He told us there was a hotel a couple of blocks from the stationHe wrote down a phone number(1800USARAIL) and told me to call that number to push "0" until I spoke to a real person and to ask to speak with customer servicesI asked if he could get me the phone number for the hotel, that I didn't want to walk over there with all my luggage only to find they have no rooms then have to walk backHe said I'll be right back and went into the office where we watched him chatting with the woman in thereAfter minutes I asked [redacted] "Do you think he's coming back? [redacted] didn't think so either so we went outside to call the number he gave meI explained to the woman where we were and what had happenedI explained that I had set up the trip so we got to [redacted],AZ on Tuesday(in coach, this was supposed to be a short trip) we would have all day Tuesday to rest and exploreThen reserved for the Grand Canyon RR at 9am on WedThat if the train got us there on Wed at 4am there would be no way we could turn around that day and go to the Grand Canyon trip at 9amI have a case number([redacted]) so what we talked about should be on recordI asked if they could refund the LA to [redacted], AZ portion of the trip, if they would agree to that we could afford to re-rent a car and drive to [redacted] and still get there on TuesdayShe did agree to refund what I thought was that portion of the trip and gave me a case number to give to the ticket person who would then change the ticketsI restated this three times trying to be clearMy understanding was I would be refunded this canceled portion of the trip but would continue on the train picking up from [redacted],AZ and finishing the trip with AmtrakI was told that if there were any questions at the ticket counter they could call the customer service and they would explain what to doAt the ticket counter she had no idea what I was talking aboutI asked her to call and she said it was 7O7pm and they closed at 7pmWhen I tried to call they were closedThe woman on the phone and the ticket woman really did try to be helpfulIn the end we went into [redacted] and tried to use my computer to rent a car where I couldn't get my computer to workIt was really hot in the station we went outside to call about renting another carI called several places trying to get a better price and agreed to $for one way, GPSIt was complicated because [redacted],AZ has no major car rental places closeby where we could return the carThe closest being [redacted],AZ airport miles awayThe problem being how do we get from [redacted] miles back to [redacted]Well we said the heck with it got back onto the"flyaway" bus and went back to LAX and picked up a car at 1023pmWe stoped and slept in the car and drove to [redacted], dropped off our luggage, and tried to find an inexpensive way to get backWe asked at the chamber of commerce and found we had just missed the last of the two shuttles that ran thereWe took a cab(A [redacted].com #[redacted] the drivers name is [redacted]We paid $for the ride that being the cheapest optionUp early Wednesday 28Aug we went to the Grand Canyon Rail Road to go up to see the Grand Canyon a tour that I booked thru Amtrak at $each and was told they take you up there you get three hours to walk around and then you get back onto the train back to [redacted]We paid for these tickets at the St Paul/MPLS station when we picked up our ticketsAt the Grand Canyon Rail Road station we were asked if we wanted to come back from the Grand Canyon or were we planning on staying thereWe ended up paying an additional $for return ticketsI again called Amtrak at this point I had to verify the rest of the tripBecause we also did not have a ticket from [redacted],AZ to [redacted] where Amtrak picks up passengersWhoever I spoke to said we had to find our own way from [redacted] to [redacted] 3-miles awayAt 300amWe did have a ticket from [redacted] to [redacted] for the 27thAfter we returned from the Grand Canyon we asked at the hotel about the bus and we had no problem getting the shuttle out thereWe were told as long as we had a Amtrak ticket it is freeThis is something that whoever I spoke to should have knownAnd we got from [redacted] Junction,AZ to [redacted]s, NM fineFrom [redacted]s,NM to [redacted],IL we reserved a roomette for the one night tripWe got on the train after 4pmWe got the beds down after 7pm I laid down to sleep around 830pmFrom then I kept smelling this stenchAt 1030pm I found our car attendent and told him how bad the smell was and that it was making me nausousHis name is [redacted] and first he told me someone must have used to toilet that was where the smell was coming fromThen he told me the septic vent was backing into the train, nothing he could do, then he sprayed the vents with freebreezeI tried to sleep but that smellAt 130am I gave up and asked [redacted] to come out to the lounge, maybe we could sleep thereOn the way we talked to another attendent who said the conductor was in the dining car and we should talk to himHe listened, checked it out,and moved us to another carIn that hours seven people got kicked off the train[redacted] to St Paul/MPLS were going home.Desired Settlement: 1) $total trips Flyaway bus
2) $152.67Car rental
3) $gas
4) $Cab [redacted],AZ to [redacted],AZ (return rental car)
5) $Return trip Grand Canyon RR
6) $Refund entire trip
Business
Response:
From: [redacted]
Sent: Wednesday, October 02, 10:AM
To: [redacted]'
Subject: Amtrak Response
Dear **[redacted]:
We are in receipt of correspondence written on your behalf from the Revdex.com
Let me apologize on Amtrak’s behalf for the delays, service disruption and mechanical problems that you experienced when you traveled with us recentlyWe can certainly understand the inconvenience and frustration this caused youWe are working hard on a number of fronts to improve our ability to run on scheduleIn spite of our best efforts, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation businessAmtrak’s first priority is to provide safe, reliable and efficient transportationWe have concentrated our efforts on expediting repairs to equipment, rails and rights of wayWe are committed to bringing our equipment and services to the level of comfort that you have come to expect, and will continue to work toward this goal
We were sorry to read about the unacceptable manner in which the service disruption was handled by our [redacted] station staffWe expect each of our employees to be helpful and treat our customers courteously and with respect and to perform their duties in a professional mannerThere is no excuse for the unprofessional manner in which you were treatedPlease be assured that 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 downYour comments have been shared with the station manager so that these matters can be reviewed and appropriate action taken
Amtrak does not normally offer refunds for travel purchased with a rail pass once travel has begun; however, due to the circumstances of your case, an exception has been madeAn automated credit in the amount of $has been made to the [redacted] account used to purchase your ticketsThis transaction was performed electronically and no paper credit slip was generatedDepending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement
Also, it is not Amtrak’s policy to reimburse the expenses that passengers might incur, nor do we assume liability for the plans and commitments of our passengersTherefore, we must respectfully decline your reimbursement request for your rental car and other expenses
We would very much like to have the opportunity to serve you again under better circumstances; therefore, as a token of our regrets for your disappointment, we are holding on file for you a Transportation Certificate in the amount of $The Certificate must be redeemed on or before October 2, and is not transferableWe hope you will use it toward your next Amtrak ticket purchaseTo redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer RelationsOur Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of a.mand p.mPlease note that your Certificate is being held electronically and can only be redeemed by calling Customer RelationsWhile it is not required, it is helpful if you refer to the case number at the bottom of this email when you call
Once again, thank you for writingWe look forward to the privilege of serving you again in the future
Sincerely,
Customer Relations Specialist
Office of Customer Relations
Washington, DC
Case #: [redacted]
Consumer
Response:
From: [redacted] <[redacted]>
Date: Tue, Oct 15, at 1:PM
Subject: Re: cid [redacted] / Amtrak
To: [redacted] <[redacted]>
Thank you for your helpI don't know what to do so for now I will do nothingI don't want to accept the offer

Review: On Aug 26, 2012, I took Amtrak rail from [redacted], to [redacted]. My train went from [redacted] to [redacted], then from ** to [redacted], then I transferred to the bus from [redacted] to [redacted]. At ** station, I only checked one bag with Amtrak. By the time I got off from the bus at **, my bag was not on the bus. I was told to check with them on the second day. I went to the ferry building Amtrak bus station second day and my bag was still not there. Immediately, I was helped to make a report by the agent [redacted] there. I was not told that I can claim reimbursement with them so soon. I was told to check with them as such thing happens and they might find my bag in other stations. Then I kept calling them afterwards to check with them, I was always told that check with them after few weeks again as it takes time for them to check each station to see where my bag is, and they might find my bag. I kept calling and they never found my bag in any station. It took a long time that they still didn't find my bag. Then I tried to make reimbursement with Amtrak for the lost baggage. Around Christmas 2012, Amtrak sent me a claim form to reimburse the lost value for my bag. After I made a claim, on Feb 14, 2013, I got a letter from Amtrak stating that they received my claim on Feb 11, 2013. They said they only resolve the claims that are received by their office within a reasonable length of time after the loss. They cannot honor me for claims more than 30 days after the date of incident. The reasons they gave me are briefly as follows: 1. it is difficult for them to reconstruct the event that may have taken place at the time of loss. 2. personnel may have changed and memories may have faded. 3. Records and documents related to the incident may no longer be available. In addition, many other factors hinder their ability to document and settle the claim.Desired Settlement: I just want Amtrak to refund my loss for the lost bag, which is $ 110 as claimed with them.

Business

Response:

From: [redacted]

Date: Fri, Mar 15, 2013 at 5:35 PM

Subject: [redacted]

To: [redacted]

Dear [redacted]

Please see letter below:

March 15, 2013

Dear [redacted]:

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

I was disturbed to read about the loss of your baggage. Normally, Amtrak does not honor claims received more than 30 days after the date of the incident. However, as a one-time courtesy, I have authorized reimbursement in the amount of $110.00 for your claim. A check in this amount will be forwarded to you under separate cover. You should receive your check within a few weeks of receiving this letter. This compensation represents full and final settlement of your claim.

Once again, thank you for contacting us. We regret the inconvenience this unfortunate incident caused, and we hope that you will allow Amtrak another opportunity to serve your travel needs.

Sincerely,

Case #: [redacted]

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: late trains, no services in [redacted], lost luggage

I, Jerry Lopez bought my mother , [redacted] a round trip ticket from [redacted], Or. On the morning of the 17th of Nov 2013 the train was an hour late coming in to [redacted] .People were drunk in the aisles and you had to step over them to use the restroom. On the second leg of my mothers trip the train was late again so my brother drove from [redacted], Ca. to [redacted] ; a two and a half hour drive to drop our mother off. On the morning of the 24th of Nov.2013 the train was scheduled to arrive at 3:06 a.m. it did not show up until 4:17 a.m. When my mother arrived in [redacted], Or.at 2:30ish p.m. ; again late she was told by the attendant not to worry about her luggage. The attendant said he would get her bags for her after getting all passengers off of the train. The train left and her luggage was not given to her. She told the attendant in the [redacted] depot who called ahead to [redacted] to retrieve her luggage. She was told she had to wait an additional 2 hours before a return train could bring back her luggage. At 4:30 p.m. she asked the depot where her luggage was and they told her the conductor would not let the baggage claim attendant retrieve her luggage because he was in a hurry and running late. The attendant again apologized and had to call [redacted] to try and get her luggage, then the told my mother she would have to drive home, which is an hour and a half away, and return on the morning of the 25th of Nov. 2013. it finally arrived at noon after a day of work lost for my brother and her.Desired Settlement: I would like a complete refund and gas money paid for the round trip my brother had to take on the 23rd of Nov. 2013 and the round trip my mother had to take on the 25th of Nov. 2013 .The round trip from [redacted], Ca. to [redacted], Ca. is 362 miles and 75.00 in fuel. The round trip from [redacted], Or. to [redacted], Or. is 130 miles and 30.00 in fuel. I would like Amtrak to pay for all fuel and ticket prices. Thank you.

Business

Response:

From: [redacted]

Sent: Thursday, December 05, 2013 3:53 PM

To: [redacted]

Subject: Amtrak Response

Review: My name is [redacted] I am a student at [redacted] I live in [redacted] and Commute to school everyday. I take the train and since im on a budget I have a metrolink monthly pass. I try to be green as president Obama suggests and ride my bike from home to the [redacted] metrolink station and from the [redacted] metrolink station to campus. Metrolink has a deal where if you buy a monthly pass you can ride the amatrk as well, so as a student on a budget this seems like a sweet deal. The other day I was made aware that metrolink pass holders can not bring a bike aboard the amtrak so I called the amtrak operator and made my situation understood. The lady operator gave me a boarding pass for my bike and told me I was ok to board. So today 9-9-13 I go aboard in the morning and have no problem but at night when I give my code the conductor tells me that my ticket does not work and intimidatingly takes away my CA ID. I call amtrak and they tell I have to buy a ticket and when I refuse they leave me stranded in [redacted]. I love this state and want to keep it beautiful hence why I ride my bike. I dont know what to do or who to call I feel bullied, I feel worthless. I did nothing wrong and was chewed up and spit out by big business. When I bought the pass I was never made aware that my bike would not be allowed to ride. [redacted]Desired Settlement: I want to be able to ride my bike

Business

Response:

From: [redacted], Vanessa

Sent: Tuesday, October 01, 2013 5:01 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com. Before we can assist you with your case, we will need you to provide us with more specific information as we are having trouble finding you in our computer system. Could you please provide me with your reservation number? I look forward to your reply.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Review: We would like to file a complaint about the poor and unprofessional service we received on the dining car of the Silver Meteor traveling southbound to Miami on 3/24/12 (4:18pm train out of [redacted]). We are members of guest rewards and have been traveling aboard Amtrak for 20+ years. The service we received during our trip was not what we have come to expect from Amtrak. We were served by waitress [redacted] and were seated by another female (a short, heavy set [redacted] American female- we didn't get her name).

Both women were extremely rude and inattentive to our family. The woman who seated us was very abrupt and impolite. She forced our family of 3 to sit with a stranger despite our requests to be seated alone. She never asked us whether we were comfortable sitting alone and completely ignored our requests for a private table. There were plenty of empty tables and there were other tables being seated for single riders. The table next to us had to single riders who were just seated together. It appeared most families were able to get a private table.

Then we were forgotten about and waited to be served for 45 minutes. [redacted] did not even apologize for forgetting to serve us or another table. She then informed us that there were no eggs left and that we could only get pancakes or grits and potatoes. We tried to order a grilled cheese and we were told no. [redacted] did nothing to try to acommodate us or make up for the 45 minutes we waited. When we were finally served, she brought out incorrect orders. She then never came back to the table. Finally, we were kicked out of the dining car by a male employee and asked to leave because they had to get ready for lunch. We were told we could bring our food into the club car. We were shocked by the way were treated and felt that the lack of service we received warranted a complaint

Business

Response:

Date: Fri, May 3, 2013 at 5:17 PM

Subject: [redacted] YOUR ID #[redacted]

To[redacted]

Hi [redacted]

Please see response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Review: On Sunday February 9th I was scheduled to leave [redacted] Wa via Amtrak at 9:35am. Upon arrival at the station I was told by 3 different Amtrak employees that the train will be delay and "BY LAW" (due to work practices of the stewards and engineers) can NOT leave the station until 1:30PM that day. I was allowed to give my bags to the ticket agent for safe keeping while they told me I could leave the station. I asked a 4th time that if I left and returned by 1:30 I would be on the train. Again, I was told yes. I walked into the City (tourist) and did some more sight seeing. I had to use the restroom and could NOT find a open lavatory. I had to use the restroom SO bad that I walked back to the train station and got to the station at 10:30 when I heard over the loud speaker that my train was calling the final boarding call. I ran to an attendant and was told that, it was MY train that was leaving and that I had less than ONE MINUTE to get on it. I ran to the ticket agent to get my bags and ran to the train which was seconds from moving. I urinated on myself attempting to make the train. I was SO embarrassed and did my best to cover up the stain and the smell. I was in horror and disbelief. Upon getting on the train I was treating like I committed a crime. The stewardess were very hostile and lacked manners, as they treated the paying passengers like livestock. I contacted Amtrak by email and was sent an autoreply stating someone from Amtrak would contact me. It has been over 21 days and no contact has occurred. My reservation number is [redacted] - 06FEB14 I traveled from [redacted] to [redacted] on Feb 9th 2014. I paid 206.00 for a RT ticket from [redacted], Ca to [redacted], Wa.Desired Settlement: A full refund of my return portion of the trip and an apology.

Business

Response:

From: [redacted]

Sent: Thursday, March 27, 2014 11:19 AM

To: '[redacted]'

Subject: Amtrak Response

Review: On March 31, 2014, I cancelled a May 24, 214 trip to NY (cancellation #[redacted]). At the same time, I also called Amtrak to cancel the "Hop On/Hop Off bus tour and was informed by Amtrak's "unprofessional" customer service representative that they do not have a record of my booking reference number [redacted]. I informed the Amtrak representative that I have already contact [redacted] and [redacted] New York for a refund of $48.99 for the Hop on/Hop Off tour. On April 3, 2014, again, I contacted Amtrak to rectify this issue in obtaining my refund of $48.99. Again, I was informed, the refund I not an "Amtrak" issue. I was informed to contact a company called, [redacted].com at ###-###-#### to request my refund. I contacted [redacted] (phone/e-mail). No one returned my e-mail request for a refund.

Through Amtrak's website, the Hop on/Hop Off bus tour was founded as a good way for me to spend a one day visit to parts of New York. In fact, Amtrak has advertised several tours available. The Hope On/Hop Off was selected because I could spend some time in the various sections of lower Manhatton, SoHo, etc. I have made several calls to Amtrak, [redacted] and [redacted] to receive my refund. Amtrak continued to point the finger at [redacted] and [redacted]. I want my refund before May 16, 2014Desired Settlement: I want my refund in the amount of $48.99 returned. My booking reference number for the Hop On/Hop Off 24-hour downtown loop bus tour is #[redacted].

Business

Response:

From: [redacted]

Sent: Wednesday, April 16, 2014 11:53 AM

To: '[redacted]'

Subject: Amtrak Response

Review: Dear Sir: on or about Nov 8th 2013. I purchesed a ticket for my son to come too his mom's Funeral.In Spokane Wa. Which was to be held on the 12th of Nov. Which he picked up the tickets early but lost them.he was to leave on the 10th of nov 2013. And I was charged on my debit card'of ninety-seven dollars. and was told, Sorry about that. your problem, and have a nice day.I would like this money returned back too my bank account.The ticket No# [redacted].This is a round trip ticket.Thank You.[redacted]

Product_Or_Service: Round Trip

Order_Number: [redacted]

Account_Number: NaDesired Settlement: DesiredSettlementID: Refund

Ticket No# [redacted]

Business

Response:

From: [redacted], Vanessa

Sent: Tuesday, November 26, 2013 4:26 PM

To: [redacted]

Subject: Amtrak Response

Review: My husband and I took a roundtrip Amtrak from Austin to Fort Worth. The train ride was okay on the way there, but on the way back, the

train was filthy. We were delayed 2 hours on the tracks when it got dark. I noticed a bug on my husbands shirt that looked like a mosquito

and I slapped it off. I noticed more of them flying around and realized that they were coming out of the seats, so we moved to a different car.

My arms have nasty infected bites on them now and our heads itch too. The crew did not care when I reported it because they were busy with a drunk angry passenger that ended up being arrested when we got to Austin. I have pictures of my infected bites and called Amtrak to send an email of the photo

I took of my arms. I had short sleeves on! I had fever that evening and this morning when I woke up. After 3 attempts and holding for 30 minutes at a time and transferred and hung up on, I called Customer Relations in Philadelphia and asked for a refund and wanted to email a photo of my bitten arms. [redacted] was the reps name agent #[redacted] and she told me they don't refund anything after the trip has commenced. She would not provide an email address so I could send the photo. She did provide a case # [redacted].

The train was extremely filthy on the way back. It was train #**. This may turn into a staff infection. My husband and I will be using lice shampoo this evening.

WE WILL NEVER TRAVEL ON AMTRAK AGAIN!!!Desired Settlement: I want them to refund my credit card for the total of the trip. If I have a staff infection, I may be asking them to pay for that too.

The trip confirmation is [redacted]. 112.00 TOTAL.

Business

Response:

From: [redacted]

Sent: Friday, November 08, 2013 4:15 PM

To: '[redacted]'

Subject: Amtrak Response

Dear [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com. We are investigating your complaint and will be getting back to you early next week. Once again, thank you for writing.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC Case #: [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is just a promise that they are going to contact me.

They have had a month to contact me. This is NOT resolved yet. I asked for a refund.

Regards,

Review: I went online and purchased a ticket to ride the AMTRAK from [redacted] WA to [redacted] WA on August 4th. When I arrived to the station I was told I would be taking a bus. I called AMTRAK customer service on August 4th and was told that they would cancel my ticket and I would receive a refund of the purchase price of $87.00 minus 10% within 10 days. I called them back on August 19th (I spoke with [redacted] in the refund department) to see where my refund was and was told that whomever I spoke with did not cancel my ticket and asked why I waited so long to call. I then spoke to a women named [redacted] in the refund department and was told to send her my UNUSED ticket certified mail with return receipt. I did just that on August 20th and received a call from [redacted] on August 23rd to let me know that they had received my ticket. I was told that it would take a "couple" of weeks to process the refund. I still had not heard anything from them and had not received a refund so I contacted [redacted] on Sept 13th to find out more information. I was told that she did indeed have the ticket and it was taking a long time to process because they had been processing other refunds. On Sept 17th I noticed that they did refund some of my money. I was only for 50% of the ticket price and not the 90% that was quoted to me when I called them. their customer service department has been very rude in getting this matter handled.Desired Settlement: I am requesting a full refund of my unused ticket for the price of $87.00. Their lack of compassion and last of taking care of this in a timely manner when I had done exactly what they had asked is of great concern to me. I can be reached at ###-###-#### if you have further questions.

Business

Response:

From: [redacted], Vanessa

Sent: Friday, October 11, 2013 11:22 AM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com. Please accept my apologies for the difficulties you have experienced regarding your refund.

Can you please advise if you returned both tickets to the Refunds Department for your refund? I look forward to your reply.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Review: I traveled with as broken leg on December 20, 2012. The trip was horrible. In Oregon, they removed several of us from the train and we boarded a passenger bus to Washington. There was absolutely no accommodations for my disability. The passenger bus made my injury worse.

When I got to my destination, [redacted], MT I called Amtrak about the issue. They assured me accommodations on my return trip. On my return from [redacted] to the Los Angeles area, there was a extremely rude, vile conductor by the name of [redacted], who kept badgering me about sitting in the lower section. I turned on my video camera and told him I was doing so.

A lady came on in Oregon, who kept asking the female conductor to place her in one of FOUR additional seats, as my leg was broken. They refused. They told ME, I would have to move. Moments later, [redacted] came into the compartment yelling at me, as if I were a child. Before I knew it, he jumped across my broken leg onto me and told me he was kicking me off the train. When the police arrived at the next stop, I got off and [redacted] ran. He prevented me from taking an additional train out of Oregon, gathered up a few witnesses to lie........and kept his job. But VIDEO does not lie.Desired Settlement: Due to the assault and unethical expulsion from the train, I am requesting the expenses I incurred from being stranded in Oregon and the cost of a friend to come from California to take me home, as I could not sit on a passenger bus for days due to my broken leg.

Total: $12, 670.59

Business

Response:

Dear **. [redacted]:

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

Could you please provide me with your reservation number or date of travel for your return trip so that I can locate you in our system?

I look forward to your reply.

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 have forwarded the below response:

Dear **. [redacted]:

The reservation number from Montana is [redacted].

The actual video of the assault and my communication with

Officer [redacted] of Oregon is also available.

Sincerely,

Business

Response:

[redacted] <[redacted]>

Review: Dear [redacted],

I would hope that you would also pass this on to [redacted] and [redacted]. I'm highly upset with the attitude of Amtrak staff and my luggage being lost and of course to all staff it is not "any big deal". I received no apology when I went to retrieve my luggage at the pick up spot and it was no where to be found. No one had any idea what happened to it and really did nothing to try to find it. I would have assumed that it would have been a concern of importance.

I would ask that you place yourself in my shoes for this instance and you have checked in a bag with personal items regardless of cost of the items (in which much of mine was fairly substantial and so was the luggage). You check it in with the idea that it is secure and that you will retrieve it at your final destination. Now step off the train and you are at the end of your travels and when you go to get your bag it isn't there. I was very calm and the gentleman stated that perhaps it went on to Washington and should be here in Portland at 1130 am the next day (June 2nd). I fill out the form that they need in order to track the missing luggage. I'm just hoping that is the case as no one can give me a definite answer or help to track it they can only give me an excuse and best guess. (That in itself is appalling when you are dealing with others personal belongings). I get a phone call at 1110 am stating nothing was reported nothing was seen. I'm asked to wait until 430 pm because perhaps it is coming on the train from last night a guess that it may have been taken off on accident. (It would seem prudent that there is a policy of communication between all the stations when this happens). I get a call at 4pm stating again nothing and that I will have to submit a paper with items in the luggage. At this time I state to [redacted] in Portland, Oregon that I just want my luggage and it seems ridiculous that it is not mentioned or at some station unless the proper procedures of claiming your luggage are not managed.

At this moment I had no recourse as there is no formal complaint message or someone who responds back to someone who has had the misfortune of really being "stolen" from in all due respect. I wanted to try this form of travel because I haven't and normally fly. If this is the kind of service and attitude I get then I definitely will not be traveling by Amtrak nor recommend this type of traveling to anyone.

I would like someone to track my luggage and if it needs video recall to see what happened then so be it. I would like a confirmation of what happened if it is not returned (noting that it is my preference that it would be returned in it's entirety. ) All the information is at the Portland Oregon office as of June 1st 2013.

Sincerely,

[redacted]Desired Settlement: I would like my baggage returned and if not explanation of what happened with it and full re-compensation! I should not have to make any further efforts in the matter and do not want to wait for re-compensation as this was not something that I did wrong, but your company and its negligence.

Business

Response:

Date: Thu, Jun 13, 2013 at 5:04 PM

Subject: [redacted] YOUR ID #[redacted]

To: [redacted]

Cc: "[redacted]

Fyi.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: [redacted]

Fax: [redacted]

Review: I was taking the train back home from a business trip from [redacted] to [redacted]. My train was suppose to leave at 8:04pm on 2-6-13 in [redacted] but did not leave until 9:50pm. The train arrived in [redacted] well after 12: 45pm on 2-7-13. By that time I had missed my family and they had already left the City and drove back to PA. So I was forced to stay in the lay over and walk around the City of [redacted] all day alone and I did not know anyone in the City. So I sat and ate and waited for the train to leave. The lay over was for 6 hours. Upon leaving I was lined up at the door and one of the attendants that was outside pointed me inthe wrong direction of my train I knew what my train number was and asked specifically for that train number 20. I believed the employee and went to the train and waited patiently for the loading and once I got to the train assistant she told me I was not at the right train. So I ran back to the front where the worker for Amtrak was and he asked to see my ticket and lead me to train lane 16, and that was not my train lane it was on the other side. By that time, it was to late, the train had left 4 minutes before it's scheduled departure time, and I got left behind. I ran to the front counter to report what had just happened, and told them what happened and how the worker lead me in the wrong direction. A female [redacted] lady approached and observed the entire situation and I told her what happened and she explained that she was a manager and she could help me and asked me to go to the main offcie right around the corner. I did so. At this time I was extremely upset. I did not have anymore insulin left for my diabetes and I was feelings faint. I waited for over 20 minutes and during that wait the general manager was there he was a middle aged short [redacted] male. He asked what was wrong then the other lady came out and said she was taking care of me. I explained to her that no she was not and I wanted to talk to the someone else in charge such as the general manager or the president. The [redacted] female manager declined and said that she will offer me 57.18 cents back as a refund and she could set it up for me to take the [redacted] tonight back home. I declined the refund and told her I wanted a full refund for my travel in which is $131.00 and they should accomodate me for misinforming me of the information and sending to the wrong train. The [redacted] female manage said they were not doing any of that and that I could either take what they are offering or leave it. I was extremely upset at this time and reviewed to her whatthey are telling me. She said they will give me 57. 00 and some odd change back they would set me up with the [redacted] bus terminal but I would have to foot the entire bill out of pocket. I told her this was wrong. The lady then begin to debate with me back and forth, until I had to plead with the lady and told her I do not know the worker due to not being from the City and not being an employee but I could pint the man out. She wanted me to take her and point the man out. I walked the lady out and told her I have no reason to lie on these people and that I was not from here and I just want to go home. I showed her the worker she asked him exactly what I told her, the worker said he pointed me to the train 16 and at that time it was 4:02pm. I stepped in and I told her it was gate 15 on the other side ad the train was not there at 4:02. My train was suppose to leave at 4:04. The manager was slightly upset that the worker was honest and admitted to a mistake. The female manager even walked away from me and the worker, and was not going to refund my ticket, until I threatened to call the police. The lady then took my ticket left and changed the ticket to another day. I asked her where was I going go and what was I going to do, because I did not know anyone in this City. The lady shrugged her shoulders as if she did not care and I was on my own. The lady was not helpful and did not do anything to accomodate me in any form. I needed my insulin and I needed to go home to go to work the next morning. The female manager was disrespectful, refused to give her ame and the worker's name, and she clearly knew her worker had made a severe error, and the train had left early and did not do anything about it, but instead forced me to suffer that consequence of the worker misinforming me and admitting to it in front of her face, and the whistle blowing of the train leaving early to make up for lost time. This is the first time I have traveled on the a trian in the 37 years I have lived and This exprience was not pleasing at all. I trully enjoy riding the train and I want to ride it again in the future to enjoy the scenery and the pleasure of meeting others but not the expense of my safety and to be blatantly disrespected by the staff and the manager's. If I had to stay an extra night they could of at least provide me with a hotel and travel there since it was the complete error of the Amtrak staff members.Desired Settlement: I want an apology from the 2 manager's at the Amtrak Station in the [redacted] terminal, and I strongly believe they should go through ethics training, policy and procedures, and customer service training all over again. I want a full refund to my credit card account in the amount of $56-60 for the entire purchase of the departure in which totaled $131.00, and the money I had to pay out of posket to take the greyhound bus back to Cleveland in which totaled $87.00. I want a total of $143.00 credited back to my account in which will accomodate the remaining money for the total cost of my departure ticket only in which was my original round trip ticket, and the 87.00 I was forced to spend on the Greyhound bus station ride home on 2-7-13. Amtrak has already refunded my credit card account with $75 dollars, but they took out 10% for an issue that was their fault, NOT MINE. I want my 10% back they took from me during the refund process. Had the train not left early, and had I not been mislead by the Amtrak staff I would have been on that train on 2-7-13 at 4:04pm. I want a complimentary One Way travel from [redacted] credited to my account for my next booking travel for a business trip within the next 90 days or I will forfeit my one way travel if not used in 90 days. I want an apology, A refund of 143.00, and a complimentary one way trip to [redacted]. I have all of my reciepts as well.

Business

Response:

From: [redacted]

To: [redacted]

Sent: Thursday, March 07, 2013 1:45 PM

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

Dear [redacted]:

Please see response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: [redacted]

Fax: [redacted]

From: [redacted]

Sent: Thursday, March 07, 2013 12:44 PM

To: '[redacted]

Subject: Amtrak Response

Dear [redacted]

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

We are disappointed that you experienced a delay while traveling with us. We can certainly understand the inconvenience and frustration this caused you. We are working hard on a number of fronts to improve our ability to run on schedule. In spite of our best efforts, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. Please accept our most sincere apologies.

We regret the unacceptable service you have reported that you received. I understand your frustration, and I sincerely apologize for any inconvenience we have caused you. All of your comments have been forwarded to the appropriate management for their review.

We do not offer refunds in these cases. As a token of our regrets for your disappointment, we are holding on file for you a Transportation Certificate in the amount of $50.00. The Certificate must be redeemed on or before March 7, 2014 and is not transferable. We hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call 1-800-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 your Certificate is being held electronically and can only be redeemed by calling Customer Relations. While it is not required, it is helpful if you refer to the case number at the bottom of this email when you call.

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]

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:

This is not in anyway helping me in any kind of way. At least the company could refund the money that was taken from me due to the company taking 10% of my refunded ticket they should have refunded me $131.00 minus $75.00 dollars which equals out to be $56.00 dollars. The $75.00 dollars was already refunded back to me. That would have been the full amount of the cost of my ticket, and gave me a complimentary one way to Washington DC and also give me enough time to get the ticket. That would be the RIGHT thing to do, and accomodating thing to do for a first time rider and most professional thing to do. I work all day and I got this message the following day after the deadline day I asked for 90 days not 1 day to accept a decent response. Amtrak has not accomodated me in anyway and continue to make excuses for their short comings and expect for me to accept the bare minimum. It's not fair and their train left me early, and I paid for my ticket and was right there. Their employee mislead me and admitted to doing so, he was incompetent about his job, and I should not be held accountable as a customer for Amtrak's employee misleading and a train leaving early. That should be against the Amtrak policy and procedure and the trains should have a 5 minute grace period before leaving. My entire schedule was changed and re-arranged and I spent $93 dollars that I should not of had to spend when my ticket was already paid for. The offer they provided was a cop out, and appears to be an automated generated writing with a name attached to it. I want to speak to the president and inform him of his trains leaving before it's schedule time, and the incompetence of the employees knowledge of trains and their whereabouts.

Regards,

Business

Response:

From: [redacted]

Date: Thu, Apr 11, 2013 at 3:02 PM

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

To: [redacted]

From: [redacted]

Sent: Friday, March 29, 2013 5:12 PM

To: [redacted]

Subject: Amtrak Response

Review: Totally unsatisfactory service, not the services that where paid for failure to come to a satisfactory agreement with amtrac and myself to resolve.

Purchased two round trip tickets [redacted] tx to [redacted]. Ca. Dise.mbarked in [redacted] tx due to tech. Problems, forced to ride cramped bus with no working restrooms for 10 1/2 hours to [redacted], tx no assistance or information given when asked for. Told to call upon return trip to [redacted]. On return trip restrooms on board train car we where traveling on did not work not only causing an inconvenience, but als emmiting a horrible smell not to mention the possible health implications! No relief was given or offered by employees often offering only a shrug. Our return trip was also delayed over 41/2 hours due ito numerous problems with tracks, equipment, and personel. Whe I contacted amtrac and voiced my complaints and the fact that I would never travel by train again they informed me I wpuld be given a $300 credit for future travel on amtrac, I again stated the fact that I was not intersted in using their services again due to the numerous issues we had, I was told I could submit a complaint in writting to amtrac. I was already speaking to a representative of amtrac who has basically told me outside of a worthless (in my eyes at least) "discount" on future travel that I don't want in the first place. Why would I reward amtrac by spending MORE money on another train ticket in order to use a credit I don't want. Essentially the are asking ME to spend more of my own money to rectify their incompetent, flippant, and non responsive service. I feel that some other form of compensation be made such as a simple credit to the card the tickets where paid for with for the $300 travel credit they have already offered I don't believe I should have to spend more money in order to recieve relief from amtrac. By accepting their $300 travel crefit would not only cost me more money, but also reward amtrac for poor oroduct and service! Our trip was for june 21st leaving [redacted] to june 23 arriving in [redacted] ca. And june 29 leaving [redacted] ca. Arriving in [redacted] on july 1st all dates are 2014. The train was number 1 our reservation number with amtrac was [redacted] our case number with amtrac is #[redacted] we simply would like a solution that is satisfactory to both parties, but at I explained before no offer that would require me to spend more money in order to rectify the situation would be satisfactory to me. I hope we can come to a reasonable resolution. I am not asking for a totall refund just some sort of credit to the card that was used to purchse the ticket. As I stated before the $300 mentioned by the representative of amtrac that I spoke to would be acceptable but not in the form of a future travel credit. A refund to the purchasing card would be acceptable. I am willing if asked to provide the card information to any parties but understandably not over the internet. You are welcome to contact me @###-###-#### with any questons or any information. I appreciate you taking the time of registering my complaint and look forward to your reply.Desired Settlement: As I stated the $300 credit they offered would be acceptable but not in the form of a travel credit but rather in the form of a credit to the card used to purchase the train tickets. I don't belive any offer that would require me to spend MORE money in order to rectify the situation is acceptable.

Business

Response:

From: S[redacted], Vanessa

Sent: Monday, August 18, 2014 12:32 PM

To: '[redacted]'

Subject: Amtrak Response

Review: August 03,2012, I made reservations for my daughter and I aboard the Carolinian, train 79 scheduled to depart August 6 from [redacted], two reserved coach seats.Because of illness our trip was cancelled.Amtrak clearly states if you do not board the train your entire reservation at that point will be cancelled and some or all of the money paid will transfer to an evoucherI never received evoucher or a refund.Amtrak eTicket, Reservation Number [redacted]Desired Settlement: Based on the above information, I am requesting a replacement so that I may reschedule my trip

Business

Response:

From: [redacted]

Date: Fri, Mar 29, 2013 at 4:57 PM

Subject: Wall - YOUR ID #[redacted]

To: [redacted]

Please see response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: [redacted]

From: [redacted]

Sent: Friday, March 29, 2013 4:54 PM

To: [redacted]

Subject: Amtrak Response

Dear [redacted]:

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

We were disappointed to read about the difficulties you have experienced regarding a refund for your travel scheduled for August 6 from [redacted]. Please accept my sincere apologies.

After checking our records, they indicate that you and your daughter’s tickets were lifted while you were onboard the train. Therefore, we must decline the reimbursement you have requested. However, as a one-time courtesy, we are willing to offer you compensation in the form of an electronic Transportation Certificate in the amount of $349.65. The Certificate must be redeemed on or before March 29, 2014 and is not transferable. We hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call

1-800-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 your Certificate is being held electronically and can only be redeemed by calling Customer Relations. While it is not required, it is helpful if you refer to the case number at the bottom of this email when you call.

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]

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,