Amtrak

Review: purchased roundtrip ticket may 2. [redacted] IL to MN(departure fri. May 16 return mon May 19(could not return on sun. due to you can do connection from MN.to [redacted] because that train has been suspended)sun. departure was to be @ 8am. I received txt msg @ 7am("your 8am dept has been delayed estimated now depart 10:57am...I arrived @ 7:05 because I was already in route to Amtrak station due to the 8am departure. Thats a 3 hrs delay.@ this point this was a huge inconveince for me& my family.@8am I called to change my departure ticket from [redacted] to 7pm that nite instead of mon. am departure due to this huge layover.recalled my family of the change.@845am recalled Amtrak to check status of this delay, still saying 10:57am.leaving MN.arriving [redacted] 6:18p. 9:15a recalled now Im told est. time 11:35.now not knowing if I was even going to make it in [redacted] to get the 7pm connection to Bloomington. It was announced @ 11:15am train will be arriving in 15mins,please make your way to the platform. such a confusion, was told to go certain cart to board train(its approx.11:40am.directed wrong cart.turn back around to go to different cart. when boarded conductor tells me there was a refund on ticket(something went wrong when I changed the ticket @ 8am that morning apparently)they had done a refund so now had to redo ticket. way too much approx.1:45 recalled for status arrival to Chicago, est time 8:34p now I know I will miss that connection(7pm) to [redacted] IL. changed ticket again to depart. Mon am from [redacted] to [redacted] IL

Product_Or_Service: amtrak train ticket

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

half of that roundtrip ticket($86.00)total ticket price was $173.00 half of that would be the $86.00

Business

Response:

From: [redacted]

Sent: Tuesday, July 15, 2014 9:28 AM

To: '[redacted]t'

Subject: Amtrak Response

On several instances over the past few weeks, Amtrak's mobile app has returned results for $0 fares for trips from NYP to WIL leaving Nov 25.
I contacted Amtrak requesting this rate be honored since that is what is being advertised initially. Then, when I make it to the payment stage, it increases the rate to $160ish. This has happened on four separate dates. They emailed me back saying that prices aren't guaranteed until I get a reservation number.
However, there is a vast difference between $0 and the $160. Furthermore, I have made them aware of this error and it continues to happen!!!
Talk about deceptive pricing strategies/false advertising!

Review: Earlier this year I booked a train ride to Philadelphia from Richmond. The train was delayed over 4 hours. I called, was put on hold for over 20 minutes. I was told that I would be mailed a voucher compensating me for this train ride. It has been about two months now, and I have not received anything.Desired Settlement: I just want the voucher compensating me for my train ride as I was promised months ago!

Business

Response:

From: [redacted] <[redacted]>

Date: Fri, Aug 8, 2014 at 4:46 PM

Subject: Re: FW: Revdex.com Complaint

To: "S[redacted], Vanessa" <[redacted]>

Vanessa,

Review: I contacted both the guest rewards department and customer relations department regarding 4,250 points that were in my account and have been removed. I'm being rudely told they are no longer in my account because they expired. I was unaware that points expire and rather than help in replacing them, I'm treated rudely and told to read the terms and conditions. I've seen no customer service skills whatsoever.Desired Settlement: I would like the 4,250 points I earned put back in my account. Awards number [redacted]

Business

Response:

From: [redacted]

Sent: Friday, October 11, 2013 5:47 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 regarding redeeming your Guest Rewards points. We have been advised by Amtrak’s Guest Rewards representatives that your points did expire on September 30, 2011 as explained to you when you spoke with representatives in 2011. Information regarding points expiration can be found under the terms and conditions of the Guest Rewards program; which states, specifically, that Amtrak Guest Rewards points expire 36 months after your last paid Amtrak trip.

Upon checking your travel history, we found that previous to 2011, you had not traveled with Amtrak since 2008. If you were a current cardholder of the Amtrak Guest Rewards® [redacted]® from [redacted]® with an open account, your points would not expire even if you do not purchase Amtrak travel.

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: My case or reference ID # is [redacted]. I would like to discuss the events that occurred 25 March 2013 when the Amtrak train #[redacted] was to transport me to Chicago. It is understandable that certain modes of transportation become impaired by conditions such as weather or mechanical failures but, in the event of these occurrences, the service provider must have alternatives in place to accommodate passengers who must adhere to a schedule. The lack of information available from start to finish on this commute is/was unacceptable. The conductors refused to give the up to date responses so travelers could make decisions going forward to meet their obligations.

Our understanding was that frozen switches were the cause of the delays. If this were to be an issue, would it not be prudent to advise passengers before boarding so individuals could decide to look elsewhere for a transportation provider ?

My scenario was that I needed to arrive on time for an appointment to secure an overseas visa and, ultimately, be able to depart later in the evening. Everything was in place and the only obligation I had was to arrive on time in Chicago. The catastrophic effect this had on the remainder of this plan is beyond description. The visa process was unable to be completed so I had to return to my point of origin.

The leadership at Union Station was indescribable, the individual at the boarding gates was yelling at passengers like they were cattle being loaded on a truck. The conductors were rude and confused as to where people were to board the train by what door. I am referring to a company that has been in business for decades and this is the best Amtrak has to offer ?Desired Settlement: The response from Amtrak was dated 4-18-13 offering a $50 gift certificate towards future purchases accompanied with an "I'm Sorry". I want a refund for expenses incurred so I can decide if I want to spend more money with Amtrak and if they want to provide gift certificates for future travel, so be it. These requests do not reflect the hardships that were the result of Amtrak failing to meet their obligations and would be pointless to demand compensation for, the offer made by them for $50 is insulting and merits this complaint.

Business

Response:

From: [redacted]

Sent: Friday, May 03, 2013 3:08 PM

To: [redacted]

Subject: Amtrak Response

Dear **. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. 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 passengers. Therefore, we must respectfully decline your reimbursement request. We apologize that you are unhappy with the Transportation Certificate provided as a token of our regrets for your inconvenience. We hope you will understand our position in the matter and allow us the privilege of serving you in the future 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. [redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, 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 not asking Amtrak be responsible for my itinerary or any inconvenience. What I do ask for is a fair settlement for expenses incurred as a result. If passengers were informed of these delays, we could have gotten off at any stop and proceeded in a rental. I could have taken a flight, provided I was told there would be delays but if Amtrak refuses to accept responsibility so be it. Refusal to be fair with passengers demonstrates poor business practices and I cannot accept this as being satisfied.

Business

Response:

From: [redacted]

Sent: Friday, June 07, 2013 10:27 AM

To: [redacted]

Subject: Amtrak Response

Review: Worst Amtrak experience EVER-EPIC fail on Amtrak's part. I arrived early to ensure I got a seat on the train because of past experiences with oversold trains. After being at the front of the line to board I was then told by a very rude employee to go to the back of another line (and yes I did pay attention to the instructions given about where to board for what stop). Getting in the other line meant I was one of the last ten or so people to board. NONE of us got seats. I was told to then go all the way to the front of the train for assistance. That assistance turned out to be me standing literally in the bathroom until [redacted]-that means for one hour. I paid Amtrak $75 to stand in a bathroom. Myself and the others with no seat were offered nothing more than a free drink-which is kind of silly if you think about it because we were all holding our luggage and standing. When a seat finally became available I was offered a seat next to someone who needed both seats to fit their body, so I spent the rest of the trip crammed into an arm rest being bumped by everyone who walked by. I will NEVER ride Amtrak again and will be discouraging others from doing so. Too many times of this type of thing happening, trains being late, etc. Your employees need a lesson in customer service and your booking system needs updated to not allow for overbooking.

After I sent the above email to Amtrak's customer service portal, I received an email back that said I would be contacted within 1 to 2 weeks about my seating issue. I received a call on 4/17 to discuss my concerns and upon returning that call I was directed to a customer relations specialist named Michael who offered me a $20 travel voucher for my troubles. He insisted that Amtrak should not refund my ticket because I did receive travel on the train. I asked to speak to a supervisor and was told that [redacted] was the only person I could talk to. I asked if he was his own boss and he said no, but that a supervisor would be unable to give me anything else either.Desired Settlement: I would like a full refund of my $75 round trip ticket from Amtrak.

Business

Response:

From: [redacted]

Sent: Monday, April 22, 2013 5:03 PM

To: [redacted]

Subject: Amtrak Response

Review: March 1, 2013,15:29 PMTo Whom It May Concern:Due to the fact that I do not have access to a pc or an uncompromised email address. I could not gain the reservation number for the 45dAY rail pass I purchased I could not gain the rail pass with two forms o f identification and my buisness card.The rail pass costs $859.Please notify the appropriate individual for a refund or the pass preferable.Desired Settlement: Iwould like the settlement to be in the form of a replacement or a refund as second choice.

Business

Response:

From: [redacted]

Date: Thu, Mar 14, 2013 at 3:38 PM

Subject: YOUR ID #[redacted]

To: [redacted]

Dear [redacted]

Please see letter below sent to the above passenger:

March 14, 2013

Dear [redacted]:

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

Before I can assist you, I will need further information. Please advise when you were scheduled to travel.

I look forward to your reply.

Sincerely,

Customer Relations Specialist

Case #: [redacted]

Office of Customer Relations

Washington, DC

Review: I had purchased a ticket from Amtrak for a seat from [redacted], CT to [redacted], PA on their Acela Express train. Amtrak had clearly oversold this train in almost an excess of 20 passengers, all of whom had to stand for the duration of their ride.

I paid almost $200 for this ticket, and I was unable to find a seat for the duration of the ride. I filed a complaint to Amtrak on April 21st, 2014 through their Customer Complaint Online Form, because I paid for a seat I did not receive. My complaint has not been addressed in over one month by Amtrak's Customer Service. Not only did Amtrak not bother to provide the service/seat I paid for, they blatantly ignored my complaint when they explicitly say that they will respond to us in 8-10 business days.Desired Settlement: I would like to receive a full reimbursement for this trip. Amtrak failed to provide a train seat that I paid almost $200 for, leaving me standing on a 3.5hr train. Furthermore, they blatantly ignored my complaint after receiving a confirmation email that my inquiry was received and would be responded to in 8-10 business days and I have now waited to hear from them for over 1 month.

Business

Response:

Sent: Tuesday, June 17, 2014 8:35 AM

To: '[redacted]'

Subject: Amtrak Response

Review: Shortly after 9pm on 5/25/2014 Amtrak Acela [redacted], already 30 minutes behind schedule, suffered engine failure north of [redacted], CT. After several attempts to restart the engine, we returned to [redacted] Station and deboarded.

After a short wait in [redacted] we boarded NE Regional [redacted], arriving at [redacted]'s South Station at 1:10am on Tuesday, 5/27. As the [redacted] was no longer operating at this time, we had to arrange for alternate transportation home - in my case, a cab.

CR [redacted] in [redacted] (no last name given) offered a $98.10 credit towards future service on 7:40am on 5/28, but this is not acceptable.Desired Settlement: I request a refund of $52.24: the $32.40 difference between a ticket on the Acela, which I bought, and the NE Regional, which I ended up on - plus the $21.84 cab fare, as the [redacted] was not running by the time the train got to [redacted].

Business

Response:

Sent: Tuesday, June 17, 2014 8:48 AM

To: '[redacted]'

Subject: Amtrak Response

Review: I purchased a round trip ticket from [redacted], MS to [redacted], LA for travel on January 10 returning January 18. I purchased a first class ticket. There is a very good possibility that I will have surgery in the near future and if this happens I won't be able to travel. When I called Amtrak to cancel the reservation I was told that there would be a penalty of $15.82. Although the agent with whom I spoke indicated that the sales agent advised me that there would be a penalty for cancellation. I don't recall any such conversation. I have cancelled a first class ticket in the past and there was no penalty. Why would I purchase a ticket 8 months in advance if I knew there would be a penalty?Desired Settlement: I would like a refund of the $15.82 penalty.

Business

Response:

From: [redacted]

Sent: Monday, June 24, 2013 2:56 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

Thank you for your response. Please block your credit card number on your statement, and please forward it to me so that I can see if I can locate a ticket number to research your reservation. I look forward to your reply.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC Case #: [redacted]

Consumer

Response:

From: [redacted] <[redacted]>

Date: Mon, Jul 1, 2013 at 4:27 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

I received this message from the Amtrak representative and subsequently received a message that my reservation information had been located and I didn't need to send the statement.

Review: I AM AN ELDERLY DISABLED WIDOW OF A US ARMED FORCES COMBAT VETERAN WHO RECENTLY TRAVELED TO TAMPA FLORIDA FOR A FAMILY REUNION VIA AMTRAKMY SON ORDERED THE TICKETS ONLINE FOR ME AND MADE SURE TO PROVIDE INFORMATION THAT I WOULD NEED HELP BOARDING AND HELP TO MY SEAT, THIS WAS NOT PROVIDED FOR ME ON MY TRIP TO TAMPA FROM BOSTON TO NYC, FROM NYC TO TAMPA OR ON MY RETURN TRIP ON WHICH I HAD A SEVEN HOUR LAYOVER IN WASHINGTON, DC THAT I WAS TOLD ABOUT AFTER I CALLED TO MAKE SURE OF THE TIMES ON MY RETURN TRIPFURTHERMORE, I HAVE HEART AND BLOOD ISSUES THAT I TAKE MEDICINE FOR WHICH MAKES MY BLOOD THIN, THIS MAKES ME VERY SENSITIVE TO COLDI ASKED FOR A BLANKET ON THE TRIP TO TAMPA AND WAS TOLD THE RAILROAD DOES NOT SUPPLY BLANKETS UNLESS I HAVE A BEDROOMON THE RETURN TRIP I BEGGED FOR A BLANKET AND WAS TOLD THE SAME THING, A NEARBY PASSENGER WAS KIND ENOUGH TO LET ME USE A SHAWLIN BOTH INSTANCES I WAS ALSO TOLD THERE WAS NOTHING THEY COULD DO ABOUT THE AIR CONDITIONING SETTINGS AND WAS TOLD I COULD NOT CHANGE CARS WHEN I ASKED IF I COULD SEE IF ANOTHER CAR WAS POSSIBLY A LITTLE WARMERTHE STAFF WAS NOT ACCOMMODATING AT ALL AND BECAME AGITATED ON THE RETURN TRIP THE SECOND TIME I ASKED FOR A BLANKET BECAUSE THEY HAD TOLD ME THAT THEY WOULD BE RIGHT WITH MEI CONTACTED AMTRAK AND I WAS SENT A LETTER FROM NATIONAL RAILROAD PASSENGER CORPORATION THANKING ME FOR MY COMMENTS AND A CERTIFICATE FOR $WHICH WAS A PERCENTAGE PRO RATED FROM PENN STATION TO TAMPA FLORIDA BUT WHAT THEY DIDN'T TAKE INTO CONSIDERATION WAS I MADE A ROUND TRIP AND THERE WERE MORE ISSUES THAN JUST THE TEMPERATUREI AM YEARS OLD ON A FIXED INCOME AND HAVE SERIOUS HEALTH ISSUES AND A WALKING DISABILITY, I WAS NOT PROVIDED THE HELP OR SERVICE I NEEDED AND HAD BEEN TOLD I WOULD RECEIVEI BELIEVE THAT A REFUND OF 50% OF MY TOTAL ROUND TRIP FARE WOULD BE MORE THAN REASONABLE.THANK YOU IN ADVANCE FOR ANY HELP YOU CAN GIVE, [redacted]Desired Settlement: I BELIEVE THAT A 50% REFUND OF MY TOTAL ROUND TRIP FARE WOULD BE MORE THAN REASONABLE
Business
Response:
From: [redacted], Vanessa
Sent: Monday, September 16, 10:AM
To: '[redacted]'
Subject: Amtrak Response
Dear **[redacted]:
We are in receipt of correspondence written on your behalf from the Revdex.com
We are sorry you did not receive the assistance you needed when you traveledWe are working hard to improve the level of customer service that we deliver to each of our passengers and regret that we did not meet your expectationsOur employees are expected to provide the best assistance possible and to perform their duties in a professional mannerWe truly regret that you received otherwiseA copy of your letter has been forwarded to the responsible manager for review and corrective actionPlease accept our most sincere apologies
It was disturbing to read about the problems you experienced with climate controlAmtrak’s first priority is to provide safe, reliable and efficient transportationWe have concentrated our efforts on expediting repairs to equipment, rails and rights of wayOur progress thus far includes major overhauls of sleepers, coaches, locomotives and trackWe 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
Regarding seating, each train has a Conductor who is in charge of itThe Conductor is responsible for maintaining smooth operation of the trainAmtrak conductors and car attendants are responsible for seeing to it that all passengers have a seatThey do their best to make sure that the seats are assigned in such a way as to maximize everyone’s comfortWhen boarding the train, passengers are usually assigned to a specific carThe reason is that at many stations there is space for only one or two cars to reach the station platformPassengers are assigned seating in a car that will reach the platform at the designated station so a passenger will have no difficulty detrainingI am sorry that your trip was uncomfortable for you
Amtrak does not offer refunds in these cases; and I am disappointed that you are unhappy with the Transportation Certificate in the amount of $that was offered to you as compensation by our customer relations representativesIn the hopes that you will allow us the opportunity to serve you again under better circumstance, I will add an additional Transportation Certificate to your case in the amount of $The Certificate must be redeemed on or before September 16, 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]

Review: good afternoon! I was physically grabbed by an Amtrak employee on june 16, 2013 at new York's penn station in new York city at about 2:50 a.m. I was about to board a train via gate 13W. the lady wearing an Amtrak uniform/white shirt that had also been working at the waiting area earlier proceeded to grab my right arm where there is a bruise as I was walking to the escalator to board the business class cabin of train. i'm not sure what her motives were and/or what the problem was...congestion control. doesn't matter as I was assaulted! please help. thanks!! this is related to reservation #[redacted]Desired Settlement: full refund credit back to my [redacted] card $307.20

Business

Response:

From: [redacted]

Sent: Friday, July 05, 2013 11:05 AM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

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

Before I can respond to your complaint, I am waiting on information regarding the incident you have reported. I should be able to respond to you shortly.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Consumer

Response:

From: <[redacted]>

Date: Tue, Jul 9, 2013 at 4:45 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

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

From: bergdorf2001 <[redacted]>

To: bergdorf2001 <[redacted]>; [redacted]V <[redacted]>

Sent: Tue, Jul 9, 2013 4:44 pm

Subject: Re: Amtrak Response

Hi, **. [redacted]!

Hope you're well! The description of event causing the complaints is as follows: I was at New York's Penn station on early Sunday morning, June 16, 2013. As per Amtrak's direction I proceeded to gate 13W to board my train #67. The time is about 2:55 a.m. The Amtrak lady on duty (red/brown hair) with a [redacted] donuts coffee container; she was working the waiting room earlier that morning/evening browsed my ticket as usual and I proceeded to walk towards the escalator to head down stairs and turn left to board the train; there was 5 minutes left. She grabbed my right arm between by elbow & shoulder; I was physically assaulted. Since I had 5 minutes before train departure I did not have time to obtain her name nor file a complaint with Amtrak personnel/police. I received a phone call (# was "UNKNOWN") from Amtrak police about 2.5 weeks succeeding this incident. Email is better to reply as this is of a personal nature and I work full-time. If we need to chat verbally let's establish a mutually agreed upon time to do so. Thanks so much! Have a great evening!!

**. [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]

I was assaulted by an Amtrak employee and therefore should receive a refund. A ticket and parking includes the understanding of respect, dignity, and graciousness towards the customer at all times and within their property. It is outrageous that a paying customer is assaulted and Amtrak won't take care of the matter. Thank you.

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

From: [redacted]

Sent: Monday, August 26, 2013 9:59 AM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com. We are sorry that you are unhappy with the resolution of your case. Your case was forwarded to the New York Penn station managers as well as the Amtrak Police department. Both departments investigated your case and did not find that an assault occurred. Also, it was noted that you did not file a report with any station personnel nor the Amtrak Police department regarding this matter.

We truly regret that in cases such as yours we do not offer compensation of any kind. Your understanding is appreciated.

Once again, thank you for writing.

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:

Good morning. Thanks for communication once again. I am rejecting their reply for several reasons:

(1) I did certainly contact Amtrak as soon as I was able. As I wrote I had only 5 minutes to board train before its departure so I didn't have time to report to Amtrak personnel or police in person. I contacted Amtrak customer service that very morning upon my return home. It is then their responsibility to transfer complaint to the appropriate department/person, which they did. They transferred complaint to the Amtrak police department. I believe (not exact quote) that police didn't deem as assault because there wasn't an "...intent to attack...". it doesn't matter if there was intent or not; the act took place and I was violated.

(2) I have been in communication with Amtrak now for over 2 months and they've not once extended any apologetic terms for their employee's behavior and/or advised that the employee has been reprimanded, written-up, counseled, etc. At minimum I'm due a full refund of $350.20 for my pain and suffering.

(3) I have filed complaints with at least 2 other agencies since. Note that they (Amtrak) didn't reply to you the Revdex.com within your requested deadlines.

Thank you, Revdex.com! Watch out for the consumers!! Have a great day to all!!

Regards,

Review: the Amtrak service in [redacted], il. was a experience of bad my health. the people are so rude. I was agitated by staff because of rudeness. I have a disease called PTSD and its hard to control my motions and anger and the staff aggravates my disability, which almost hindered my family reunion trip. so I felt I wasn't safe on the train.

Product_Or_Service: Train ticket

Account_Number: [redacted]-07MAR14Desired Settlement: DesiredSettlementID: Not applicable

better treatment for veterans with disabilities like me

Business

Response:

From: S[redacted], Vanessa

Sent: Wednesday, August 06, 2014 1:48 PM

To: '[redacted]

Subject: Amtrak Response

Review: I have been using Amtrak regularly for the past few months and have purchased single tickets and also a 10-pass previously for trips between [redacted] and [redacted], IL. I experienced a number of delays previously and I did not make any complaints concerning these, however my experience of August 3rd, 2014 was particularly bad and I am seeking a full refund. I have tried to contact Amtrak via telephone and call back request, however I waited twice for almost an hour on telephones and request for a call back went unanswered for 2 weeks.

On August 3rd, I took a train from [redacted] to [redacted], IL which was supposed to leave the station at 1:45 pm. The train went right outside the station when the engine broke down (not the first time). The train was literarily dozens of feet away from the station, however it took Amtrak 3 hours to pull the train back to the station, and causing me to miss another train which was leaving the station around 5 pm by few minutes.

I ended up waiting closer to 7 pm to depart from [redacted] and arrived to [redacted] at 10:30 pm.

I have taken trips to Europe that took less time than it took me to reach [redacted] from [redacted] (usually a 3.5 hour trip).Desired Settlement: I used 8/10 trips from my 10 pass ticket, however I would like a full $200 refund back on my credit card because my trip took 9+ hours, I waited over 2 hours trying to reach Amtrak's customer relations and my call back request wasn't answered in 2 weeks time.

I have spent enough time and energy to attempt to resolve this and Amtrak has been completely unresponsive.

Business

Response:

To: '[redacted]'

Subject: Amtrak Response

Review: Awhile back, I had chosen to ride Amtrak in November. The train was arrived 4 hours later than scheduled and because of my troubles Amtrak issued me $50 back in what they call a “voucher” or travel certificate.

I had chosen to use this voucher for a ticket Feb 25.

Meanwhile a promotion with Amtrak Guest Rewards was going on with the company. It was buy 2 northeast round trips and get 1 free. I had received emails about it and read the fine print. No where does it say that vouchers or travel certificates are not valid towards the promotion. They took the time to write into the terms and conditions of the promotion that monthly passes and weekly passes were not valid. They didn’t say anything about travel vouchers. On the Amtrak Guest Rewards under terms and conditions the only time the voucher doesn’t count is towards “points”. No where in the Amtrak Guest Rewards terms and conditions or the terms and conditions of the promotion itself does it state that vouchers or travel certificates are not valid towards the buy 2 round trips get 1 free. I have called Amtrak multiple times on this ticket being applied to my account for the promotion. On 3/7/2013 in talking with a series of agents in Amtrak Guest Rewards about this and ultimately got to a lady named [redacted]. She was not only rude but sarcastic and kept saying “ thanks for the feedback” when that isn’t what I was calling about. I was calling about the terms and conditions of the promotion. She also referred to the Amtrak Guest Rewards terms and conditions about how travel vouchers don’t count towards “points”, however I am not trying to get points, I am trying to get a promotion. So her argument wasn’t valid. She gave me an address to write to and basically hung up on me. She was rude and mean. I was really bothered by this so I called back and filed a complaint about [redacted]. I opened a case with them. This case was about the terms and conditions of the promotion and [redacted]’s rudeness. The woman combined the two. Amtrak gave me $20 voucher for my trouble with [redacted] and is case # [redacted]. This was nice of them, however this by no means was a settlement. It was explained to me it was for my trouble dealing with their nasty phone operator and unfair treatment of being hung up on. The 2nd operator I had talked to instructed me that she was going to send my case to Amtrak headquarters and I should send a letter to their headquarters as well. I am not sure if they are actually going to do anything about this when I send my letter so I am filing with the Revdex.com.

I feel as if I am owed a free round trip to the northeast because I did take 4 valid one way trips. I have all of the original documentation that was sent to me regarding the promotion, terms and conditions for the promotion, terms and conditions for Amtrak Guest Rewards, original tickets, and original letter sent with the travel voucher. No where does it say that vouchers aren’t valid towards promotion. I don’t know how the company expects me to know this policy if it isn’t printed anywhere. If I had known free travel vouchers were not valid towards promotion I would have used the voucher for a different trip or bought another ticket to qualify for the promotion.

I would like what is rightfully due to me. I traveled 2 round trips. I am owed a 1 free round trip as advertised.Desired Settlement: I want the round trip that was promised in the promotion

Review: Took the train from [redacted] to [redacted] on 3/28/14. I was traveling with myself, 2 other adults and 5 kids. When we got on the train at the [redacted] Station we found that the train was full. We could not find seats for everyone in our party and being that we were traveling with young kids we did not want them sitting in a seat where we could not see them. We could only find 3 seats on the train for us to use. So all 3 adults had to sit with a kid on their lap for over 2 hour trip and the 2 oldest kids had to sit in 1 seat together. I told the man that was checking luggage that I needed to talk to someone about our seats and he gave me a number to call and make a complaint. I called the number right away and told them my situation and that I wanted a refund for the tickets that we didnt receive seats. I was told that they do not give refunds and was refused to be transferred to a manager when I asked. I have called 3 times total trying get a refund for the seats I paid for and did not receive and every time have been told that they do not give refunds. They have argued with me about whos fault it is that we did not have seats on the train and have made excuses but are not willing to make the situation right. They are supposed to send me a certificate for a discount on future tickets. I do not wish to have this because I do not have a need for a future train trip. I paid for 8 tickets and was only able to find and utilize 3 seats on the train. It makes no difference to me whos fault it is that we did not have seats on the train that is a problem in their system that they need to figure out. I would just like to be refunded for what I paid and didnt receive.Desired Settlement: DesiredSettlementID: Refund

I paid for 8 seats from [redacted] station to [redacted] station and was only able to find and utilize 3 seats for this over 2 hour trip. I would like to be refunded for the 5 seats I paid for and didnt receive.

Business

Response:

From: [redacted]

Sent: Friday, May 09, 2014 5:46 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I purchased a ticket on their website for travel occurring on Feb. 4th and 5th. I did not use the ticket. I wanted either a refund (minus the 10% fee) or an eVoucher. However, their website lies and claims the reservation was "not booked on our website". (It was!) Amazingly, they also lie when you call their customer service number. They tell you that your call will be answered in about 15 minutes and then they make you wait for an hour and a half. After that long on hold, they tell you that their refund department is closed (even though it was open when you originally called). It is a total racket.Desired Settlement: I am not asking for the world. I simply want a refund or, if that is not available to me, an eVoucher. It would be so simple if they cared about their customers.

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, March 13, 2014 2:46 PM

To: [redacted]

Subject: Amtrak Response

Review: I bought two train tickets for the train thats headed from Indianapolis to Chicago on sunday morning 15DEC2013. I only bought these tickets to go to Chicago because my sister and I have an international trip from o'hare intl airport to Bahrain. anyway, the train had some problems on the railroad and had to stop. the problem is we were stuck in the train for more than 3:30 hours and we were supposed to be in Chicago by 10:15 but we did not get there till 2:15 which is exactly the take off time for our flight. so, I had to cancel our tickets to be able to reissues them in a different time. the total cost of lost is $400 hundreds on each ticket+ the difference in the price for each one also+the train tickets+the insurance for the train tickets. I called the costumer services and ask them to help me solve the issue because it was not my fault or the weather fault it was purely some problem with in their railroad system but they offer me a $48 as a refund for one way to Chicago tickets.Desired Settlement: we lost exactly 23 hours between Indianapolis and Chicago and we can't afford to pay the $800 or the difference in the price for each ticket so basically we lost being with our family in the christmas holiday. I wan't a decent compensation for ruining our holiday. something not less than the money that I lost which could be more than $2000 in the following way ($800 for canceling and reissuing for two flight tickets+ plus the difference in the price which could range between $250-$750 for each ticket+the$114 that I paid for the train tickets)

Business

Response:

From: [redacted], Vanessa

Sent: Wednesday, January 08, 2014 2:21 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I was a great customer of Amtrak and earned thousands of Amtrak reward points. I was even planning on starting to heavily use their service again.

My Amtrak reward points were about to expire so I pur[redacted]d some points on their website. Then within a few months all of the points in my account were taken. According to their terms of service they do say that buying points is does not keep the points current. However, they have no policy/terms that state how long pur[redacted]d points last. They took them away and I just bought them. My account is currently 0 points, what if I bought points today would they immediately be taken because I have not ridden the train in 1.5 years?? I don't understand how they can sell a product (points) and take them as they wish.Desired Settlement: I would like all my points restored for 1 month time period. Short of this, I would like my pur[redacted]d points or the money spent on the pur[redacted]d points to be refunded because there is definitely a class action law suit here with the current state of things.

Business

Response:

From: [redacted]

Sent: Wednesday, December 11, 2013 11:39 AM

To: [redacted]

Subject: Amtrak Response

Review: For the past three weeks, I have tried to buy a multi-ride pass for the Amtrak Capitol Corridor line between the [redacted], CA station and the [redacted], CA station. The [redacted] Station does not have a way to pick up the ticket from the window.

The first week, I went to the [redacted] station and learned that there was no way to dispense a ticket. The Amtrak website made no mention of this when I searched for my particular train. I called customer service and explained the situation. This woman merely tried to sell me an additional ticket and for me to pick up a ten-ride pass at another location. I ended up driving that day.

The next week, I tried to use the online system to buy a ticket. The online system said it could not deliver me a ticket in time for the upcoming Saturday. I called customer service again and received the same response--a snotty, unhelpful woman trying to sell me another ticket. I suggested that she send me an email with the verification information and I could show it to the conductor to prove I have a ticket and then I could get it punched when I got to a station that can print it out. I say punched because Amtrak punches holes into ten-ride passes to show they have been used. She said, "no, that's impossible."

This week, I used the Amtrak website to find the nearest Amtrak QuickTrak (a ticket-dispensing kiosk). It is in [redacted], Ca. I went there and found it was closed down. According to the Amtrak website it should have been open. (Amtrak said it would close at 8:30 pm, I arrive at 8:07 pm). Again, I called customer service and was met with the same response--a woman who seemed annoyed to talk to me, talking over me and being rude. I asked to be transferred to a supervisor.

She transferred me to a national call center. Which I think is incorrect,especially if I asked to speak with her supervisor. This woman said the exact same thing. I asked if she could send me the aforementioned email. She at first said no, that the conductor must hole-punch it. I replied, "I've been on trains and seen tickets not get hole-punched. Why can't you just hole-punch the ticket when I get to a station that can print it out?"

She said, "Oh, so you know our policy."

I said, "Yes, I get [redacted] by Amtrak nearly every time I try to use it. I even have a Guest Rewards that you refuse to give me points for."

She said, "Fine sir, I can send you an email and you'll just have to sort it out with the conductor." She said this with a sneer in her voice, scoffing at me.

Now completely annoyed to find out what I wanted was possible all along, I told her that I would make this complaint and the [redacted] off.

That's the story. The problem is that these people are attempting to sell consumers two tickets when there is an easy solution that they are willing to do. Not having an Amtrak QuicktraK or agent at the [redacted] station sets people up to pay higher prices merely because they went to a less-equipped station to board a train.Desired Settlement: I'd like a letter of apology from Amtrak that also says they will put a QuickTrak machine at the [redacted] station immediately.

Business

Response:

From: [redacted]

Sent: Tuesday, October 22, 2013 4:26 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 have experienced regarding purchasing a Multi-Ride Pass. Please accept our sincere apologies. While you may purchase your pass online, you still must pick up the physical ticket from a staffed station or a station that has a Quik-Trak machine.

The decision to add Quik-Trak machines to stations involves many considerations. One primary consideration is whether Amtrak owns the station. While Amtrak does operate the station at [redacted], the facility is owned by the City of [redacted]. We clean and handle minor day-to-day maintenance at this station only. May we suggest that you pick up your Multi-Ride Pass at the [redacted] Station location, which does have a Quik-Trak machine?

It was disturbing to read about the unacceptable service you received upon calling various employees pertaining to purchasing your Multi-Ride Pass. We expect every Amtrak employee to treat our customers with courtesy and respect and to perform their duties in a professional manner. We are sorry that you received otherwise. A copy of your letter has been forwarded to the responsible manager for review and appropriate action.

As a token of our regrets for your disappointment, we are holding on file for you a Transportation Certificate in the amount of $25.00. The Certificate must be redeemed on or before October 22, 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 of7 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]