Amtrak

Review: My Amtrak rewards account started with negative 6000 points, which I learned after I opened a new credit card with them. The company claims this was because there were expired points 5 years ago, and because there was a different company servicing the account back then, they cannot fix it. I think that they inadvertantly gave me someone else's old account number, because I did not previously have an account with them. All I want are the 6000 points back.Desired Settlement: Just want my 6000 points back.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Mon, Jul 15, 2013 at 12:46 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]

if this is with regards to amtrak, they have resolved the issue. thank you.

Review: Hi! My family and I were looking to take the auto train for the first this Feb 2015. I went on line every day to check prices and sales for the last month. I finally seen a winter sale 20% off including my destination Lorton to Sanford on the auto train. on the website. www.amtrak.com I also was sent a email about the sale. I went right onto the web site and I did a booking for it. It would not give me a discount. I had my sister, husband, and best friend do the same thing. I finally decided to call Amtrak and they said there were no seats available for this offer. How can that be ...there are plenty of seats still available. My problem is that there is no way within 5 minutes of seeing the sale and getting the email that those discounted seats were sold out. I called and spoke to a rep and she was not helpful. So I asked to speak to another rep and she connected me to Michellene and she took all my info and gave me a case # and took my complaint. She did not attempt to resolve or further explain my issue. Just the basics.Desired Settlement: I want the sale price of what was listed on the website and the email that I received from Amtrak.

Business

Response:

Check Message tab.

Review: July 8, 2014

Amtrack Corporate Office Headquarters

50 Massachusetts Ave.

Washington DC 20002

To whom it may concerned,

I need to talk to someone about a train that was taken from [redacted] to [redacted] on Thursday, July 3rd. My mother-in-law took your train for a visit with our family over the July 4th weekend. She usually takes the bus to come over the mountains. This time she had thought that maybe the train would be a little more comfortable then the bus. At the time of purchasing her ticket she told your employee who sold the round trip ticket that she was disabled and that she would need assistance to get on the bus and could NOT walk up stairs.

My mother-in-law’s name is [redacted] and she is 79 years old. She has a steel rod down her leg from a hip replacement due to an accident around 15 years ago. Her ticket stated disabled. She is a very nice Senior citizen who does not complain much. But this time she did complain over the poor business ethics and how uncomfortable it was for her to wait for the train to arrive.

On Thursday, she sat and waited for her train to arrive. There was absolutely no consideration for others as well as her. They had to wait 4 hours for the train to arrive. This caused her a great deal of back pain and leg pain. Your company never thought anything about being 4 hours late. Customers were of no consideration to the late time. One of your employees stated that should have called before coming to the train station. My thought is that your company should have called those waiting! They were told that commercial business took precedence over the customers that were waiting for this 4 hour wait. There was no apology to anyone or reason. Customers were blown off! And that was the way it was and they could not do anything about it. Very, very poor customer service! And when people were loaded onto the train there was no consideration to the fact that [redacted] needed assistance to get on the train. She is 79 years old and walks with a limp! No one helped her! This trip took 3 times longer than it would have if she had taken the bus. That is horrible!

And her story continues to Sunday, July 6th. She was on train number [redacted] returning to [redacted]. Once again, there were problems with her trip home. She had a disabled ticket. The guy that was loading customers would not listen to her. She told him that she was disabled and her ticket was a reserved seat ticket and needed help. He did not care that she has problems with stairs or that the ticket she bought was suppose to allow her a assigned seat. He made her climb up stairs to the second level! She told him that she would need assistance climbing the stairs. His comment was, “He did not have the time to help her”! How outrageous! Especially since her ticket had printed on it, “DISABLED”! It is federal law that whether it is a public company or private company, “YOU MUST MAKE ACCOMODATIONS”! And furthermore, there was not a rest room on the second level. He would not let her use a restroom prior to climbing the stairs. My daughter took her to the train station herself and witness how they treated my mother-in-law. Shayla was shocked and tried to talk to the man that was boarding. Again, this was train 508. Shayla told me that she would be glad to talk with anyone regarding what she observed.

Is this the reputation that you want to put forward in regards to customer service? How would you like it if you were in her place? I expect that you return the money that she paid for her round trip. And what really makes me upset is that your employees did not treat her with any respect or consideration. Both ways, to [redacted] and her return to [redacted], WA..

So, my complaints are as follows:

• A 4 hour wait. No communication from your company that the train was going to be late.

• No accommodation for someone who is disabled. You violated the Washington state RWC code.

• She bought an assigned seat and the ticket also had disabled printed on it.

• No one would help get on the train or off of the train.

• She was made to go to the second level even after she pointed out that she was handicapped.

• No bathroom on second level so she had to come down the stairs and go back up the stairs to her seat. Again, with no help.

• She was treated with no respect.

• Your employees were rude as well. Especially on her trip back to [redacted].

• Poor customer service.

Expectation is:

• Refund her ticket in full.

• Issue her a free round trip ticket for a later date.

• Send a letter of apology.

You can reach me be letter (address listed below) or email [redacted]

Or by phone ###-###-#### please leave a message.

[redacted], WA [redacted]Desired Settlement: Expectation is:

• Refund her ticket in full.

• Issue her a free round trip ticket for a later date.

• Send a letter of apology.

Business

Response:

From: S[redacted], Vanessa

Sent: Wednesday, August 06, 2014 1:24 PM

To: '[redacted]

Subject: Amtrak Response

Review: I booked a train ticket for Sunday March 2nd at 6:05 am. However, there was no notification of a delay or anything even though I signed up for text alerts. Then when I checked the status it said the train was delayed until 7:20 a.m. I was at the train station at 5:55 and waited for almost 45 minutes out in the cold. When I would call customer service they said the train will be there at 7:20. Then 7:20 passes by and it is almost 7:40 and no update on the train. When I call customer service they said the train would was there at 7:20 am. They didn't have any answers or whereabouts. I was standing out in the cold for almost 3 hours in below freezing temperatures. After a while I got frustrated with the poor customer service and I decided to take a cab back home. The customer service representative would not let me talk to a supervisor or anything. I was refunded the money for the morning flight, but I want a refund for the evening flight as compensation for having to stand out in the cold in the below freezing temperatures without being told what was going on. Then in the evening flight, the conductors were unhelpful as I have a walking boot and the conductor didn't help with the luggage or anything. Then people were taking up 2 seats and sleeping. The train was delayed almost 2 hours. This was a horrible experience and service.Desired Settlement: I want a refund of both tickets as the service was horrible and I had to wait in below freezing temperatures for almost 3 hours without knowing where the train is. Then in the evening flight the conductors were horrible and train was delayed. My whole day went to a waste and then the next day I got sick with an 102 fever. I have never had such an bad experience with traveling before. I want a refund for all the troubles.

Business

Response:

From: [redacted], Vanessa

Sent: Friday, March 14, 2014 9:45 AM

To: '[redacted]'

Subject: Amtrak Response

Review: Reservation #[redacted]On 08.31.13 we booked online a rail vacation to the Grand Canyon. Vacation was paid in full. Trip was scheduled for Oct 5 thru 11, 2013. During this time the Government closed all the Nat'l Parks.Tues, Oct 5th, [redacted] contacted Amtrak Vacations. An individual named [redacted] was the first contact. [redacted] inquired about the park being closed due to the shut-down. [redacted] instructed [redacted] to wait a few days. [redacted] also asked if the park was still closed by Thurs, we would receive a full refund - [redacted] specifically asked if this would include the insurance and [redacted] replied that it would be a full refund including insurance. Thurs, Oct 3rd, the park was still closed. [redacted] called, [redacted] was out & [redacted] was the contact person on this date. Again, [redacted] asked [redacted] about the status of our vacation due to the park remaining closed. [redacted] said she would forward the info to the billing dept & [redacted] asked again if all would be refunded, incl insurance. She replied yes, incl insurance. The billing dept handles transactions on Fridays and we should see a credit on our card the following week during bus days. [redacted] was instructed to return the tickets & info we received via U.S. Mail. This was done on Fri, Oct 4.Approx. Oct 9/10, [redacted] noticed our credit card was only showing approx. 50% credit. [redacted] called Amtrak Vacations, this time talking to [redacted] (female). She stated the packet/tickets had not been received prior to the initial credit. She said she would make sure to send the remaining credit balance, incl ins, to bring us to the correct amount. Oct 16/17, [redacted] noticed another credit was made to our credit card. we were still missing $198; this is the amount we paid for trip protection/insurance. [redacted] called Amtrak Vacations immediately & talked to Maria. She said she forwarded the entire remaining balance to the bill dept; [redacted] forwarded [redacted] to the manager, [redacted] stated there was a mistake made and the insurance would not be refunded. [redacted] did e-mail us a $250.00 voucher.Desired Settlement: 10.17.13 eve. [redacted] left vmm to [redacted]; Voucher unacceptable as it would need to be used within year or void. [redacted] did not return call. 10.24.13 (10:05 am) [redacted] left message for [redacted] with [redacted]; call unreturned. 10.25.13 (2:44 pm) [redacted] left vmm to [redacted]; again, call unreturned.Three employees-[redacted] & [redacted] of Amtrak Vacations informed [redacted] we would receive 100% refund, including insurance. This is all we are asking for - the remaining $198 for trip protection/insurance.

Business

Response:

From: [redacted]

Sent: Monday, December 09, 2013 4:43 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I will copy and paste the letter I wrote on their Facebook page.

Dear Amtrak,

I appreciate that you have good, hardworking people running these trains and providing customer service. My problem is not with them, but rather the policies they have to adopt that are absolutely abhorrent.

I spend 402 dollars a month with you. I have a two hour commute into Philadelphia from Harrisburg, PA so that I can attend the University of Pennsylvania. Unfortunately on November 7th, a very windy night, my monthly pass blew out of my pocket and I was unable to retrieve it.

Instead of just being able to print me out another one, since you can see me, you can see that I paid, and the conductors can look me up in their system, your policy states that I have to buy another one. Right, I have to buy what I already bought. I asked for a one-time reprint due to the aforementioned circumstances, but I can't afford a second shot of 402 dollars in a month. So that night, I had to pay 27 dollars to get home.

During this ride, I called customer service, and after explaining to them the situation, they said they would take the remaining balance of my monthly pass, apply it toward a new one that I could pick up the next time I took the train, and pay the balance. By that logic, I would get what I already paid for for the rest of the month, but have to pay for what I already used. Whatever, it was better than having to buy another full monthly pass.

So tonight, I went to retrieve it, and it came up as the full 402 dollar cost. Since I didn't have that, it put me in the position of having to buy ANOTHER ticket to get home, thus making me pay another 27 dollars for something I already bought. I called customer service again, and they informed me that balance couldn't be used until the beginning of December on the NEXT monthly pass, not the one I need for getting through the rest of the month right now.

I find the way you make me keep paying for something I already purchased through you downright ridiculous, and the way you're treating someone who spends a lot of money with you just as much so. As I said, the conductors are wonderful, the ticket services people are very friendly, but the policies they have to enforce that screw people out of their money for making a small human error are insane. It's expensive enough to make a daily commute without having to pay repeatedly for something you already bought. The credit you gave me toward next month is nice, but does nothing to help me get through the rest of this month besides hoping I can get to a conductor and they can look it up for me. Seeing as in Philly they don't even let you down to the conductors without a ticket present, I don't like my chances.

I have written your customer service about this, and have received no response. When I have called customer service, they are not able to do anything about it. I will keep escalating until I can get an answer that makes sense, or I will go to the media and explain what I just did. Please make sense of this to me.Desired Settlement: All I want is credit for what I have already paid for, and to not have to repurchase something I already bought and made a human error in accidentally losing. I do not feel it is fair to force me to pay for something I already bought when they can clearly look it up on their system in two seconds.

Business

Response:

From: [redacted]

Sent: Tuesday, November 26, 2013 4:58 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I bought a TRAIN ticket on the website and was sold a BUS ticket.

I used the website to purchase a TRAIN ticket. I received a confirmation for my TRAIN ticket - a "thruway TRAIN ticket" to Santa Barbara and a "coach TRAN ticket" for Santa Barbara to San Diego.

The confirmation said it could was to be shown for boarding the TRAIN. The night before the trip I printed out the attached eticket (NOT required for boarding the TRAIN). The eticket said 'BUS thruway ticket'. This was the first time I saw the word 'BUS' on anything - including the website and the email confirmations.

As it was the night before - my son had to take the BUS to Santa Barbara.

This was a completely fraudulent sale. At no time was I informed that I was buying a BUS ticket - I was at the TRAIN website, given the TRAIN schedule, sold a 'TRAIN thruway ticket" and I was duped completely. If I had known I would be putting my son on the bus I most definitely would have bought a plane ticket instead.

Amtrak deliberately misled me and knowingly lied about the service they sold me.Desired Settlement: I would like AMTRAK to change their website and their descriptions of their tickets. A BUS ticket should be called a BUS ticket NOT a 'TRAIN thruway ticket"

Before a purchase is completed - the confirmation should say BUS if that is the mode of transportation.

Business

Response:

From: [redacted]

Sent: Friday, May 03, 2013 2:50 PM

To: [redacted]

Subject: Amtrak Response

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. Could you please provide me with the reservation number for your son's travel and or the date of travel so that I can assist you with your complaint? I look forward to your reply. Sincerely, [redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC Case #: [redacted]

Review: My younger son purchased 2 Amtrak tickets for him and his brother to come home for Thanksgiving from university studies. The tickets were purchased on Nov 03. Today, Nov 20, my son received an email from Amtrak that one of the 2 reservations was cancelled. I called Amtrak to resolve this issue and was told that my older son needed to call within 24 hours, to make his own reservation. I asked what would happen if I couldn't get in touch with either son within the 24 hours and I was informed that the new fare would reflect the day's current value, now $100 more than the fare on Nov 03. I inquired why Amtrak waited 17 days to contact its customer about this matter. [redacted] in reservations couldn't answer for me. I asked to speak with a Supervisor in Customer Support. I was transferred to [redacted], a customer support rep, who explained that he would not transfer me to a Supervisor because as a customer support agent, he could answer my questions. When I asked him about the 24 hour 'courtesy hold' on the ticket price, he told me that was not true but the 24 hour hold is what was spoken, but not true. He removed any hold on the ticket price and said he maintained a price that reflects a student discount, pending the discount code. When I asked why Amtrak did not contact the customers earlier, he laughed and told me that it didn't matter whether Amtrak's customers are notified of any situations in a 'timely manner'. I continued to ask to speak with a Supervisor, and I was repeatedly refused. I was not treated in a respectful manner for an issue that stems from Amtrak's lack of customer attention so that this manner could have been resolved on Nov 03, the date of the ticket purchases.Desired Settlement: I'm not sure what settlement I'm looking for: 1. Amtrak should not take 17 days to find any discrepancies, which in this case was an 18 year old buying 2 train tickets---1 for him and 1 for his older brother---to spend Thanksgiving with their parents. 2. Customers should not be disrespected or laughed at by vendors or vendor employees. 3. Any ticket fare reflective of the date of purchase, with or without a student discount, should be offered to the customer who was wronged. 4. At the most basic level, some apology should have been offered for Amtrak's negligence toward its customers as well as for the poor customer service provided to paying customers.

Business

Response:

From: [redacted]

Sent: Wednesday, December 11, 2013 2:35 PM

To: '[redacted]

Subject: Amtrak Response

Review: I purchased a ticket for the Amtrak Train number 63 for Sunday, December 1st going form New York Penn Station to [redacted], New York. I arrived on time and my ticket was scanned (checking me into the train). We left on time (at 7:15 AM) and began our journey. Right before we left, there was a major accident on the Metro-North line. Due to the severity of the derailment of that train, the entire railroad was shut down and our train was forced to turn around and go back to our original station (Penn Station). After 3 hours of waiting a customer service representative came onto the train and informed us that they had absolutely no estimated time of leaving and if we could find an alternative route, we could do so and call the 800 number to receive a refund due to the circumstances. That being said, I got off of the train and found an alternative route. However, when I call the department, in their system it says that I was checked into the train ride and they cannot undo the process. They have put me on hold with their "refund research" department for over 4 hours and I am furious. Apparently there is nothing that they can do for me however, I paid for a service that they did not provide for me and I would like my money back. I cannot believe that a business such as this has no way to handle this situation.Desired Settlement: I paid for this ticket via my credit card. I have been told due to the fact that they cannot refund my credit card, that they will give me an evoucher. However, due to this terrible nature of the way this whole situation was handled I am never planning on using their services again. I would like the money I paid (87.00) sent to my debit card and/or in a check mailed to me.

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, December 05, 2013 3:40 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I took an AMTRAK train from [redacted] to [redacted], IL on Nov 7, 2013 at 5:55 pm (AMTRAK [redacted]). When I got on board, a conductor (whose first name is [redacted] as he called himself) yelled at me

behind my back and asked me where to go. I was frustrated with his behavior and called his colleague, another conductor. The first conductor, [redacted], then

approached me with a very aggressive attitude. I told him that it was not appropriate for a conductor to shout at any passenger. We then had an argument. He

called the police when the train stopped at [redacted], IL, and then refused me to get back to the train. I was stranded at the station and had to find a hotel to stay

overnight before taking the train next morning. I called the customer relations department of AMTRAK and asked for help. The staff didn't do anything, except for

documenting the report. I felt shocked at what happened to me and psychologically hurt. I want to file a complaint against AMTRAK and request a refund of my tickets, hotel expenses,

and a formal apology from the company. It would be greatly appreciated if I could be contracted immediately. Thank you.Desired Settlement: I request a refund of my tickets, hotel expenses, and a formal apology from the company.

Business

Response:

From: [redacted]

Sent: Monday, December 02, 2013 3:28 PM

To: '[redacted]

Subject: Amtrak Response

Review: I cancelled Auto Train reservation [redacted] on November 12, 2012. I anticipated a refund of the fare charged of $817. I was informed that I would receive a voucher for future travel (we do not plan any travel on Amtrak) and if the voucher was unused within 12 month the monetary value would be lost. I called Amtrak repeatedly to reach their Customer Relations area and were never connected or told to call back and wait in queue. To lose all of my money for a cancelled fare is unethical and unfair.Desired Settlement: I am seeking a refund of the fare amount of $817.

Business

Response:

From: [redacted]

Sent: Thursday, November 07, 2013 1:23 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. and [redacted]:

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

We were sorry to read that you were unhappy that you were charged a refund fee for cancellation of your trip. The Refund policy is stated on our website and it also appears in all Amtrak Timetables. Please accept our apologies for your inconvenience.

After a review of your reservation, we found that the actual Refund fee charged was 10%, which amounted to $81.70 not $817.00. As a token of our regrets for your disappointment, we are holding on file for you a Transportation Certificate in the amount of $81.70. The Certificate must be redeemed on or before November 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]

Review: On May 19 at 4:10pm, I purchased a ticket from my smartphone for the Amtrak train from [redacted], IL to [redacted] IL that departed at 4:41 pm CDT. I was unable to make it on the train. Based on the policy for missing a train, I was entitled to an e-voucher in the amount of my purchase. According to the Amtrak website, I should have received such an e-voucher in my email upon failing to board the train. As I had not received the e-voucher by 4pm CDT on May 20, I called Amtrak to inquire about where it was. After speaking to 2 people and waiting on hold for 30 minutes, I was told that I boarded the train and was therefore not entitled to an e-voucher. Since I did not in fact board the train, I asked how that could have happened. I was told that the conductors have three options on their handheld devices used to scan tickets: 1. state that the passenger was a "no show"; 2. lookup up the passenger's name based on their photo ID; or 3. scan the e-ticket bar code. I was told that apparently someone used my ID to board the train and that I was therefore not entitled to any refund or e-voucher. There is no possibility that someone had an ID with my name on it or was even aware that I had purchased a ticket. I was told my only recourse was to dispute the charge with my credit card company. After repeatedly asking how this could have happened, the customer service representative abruptly hung up the phone. I am not sure whether this is an isolated incident of a conductor making a mistake or whether it is a concerted effort by Amtrak employees to defraud customers.Desired Settlement: Based on the statements of the customer service representative, I believe that I am entitled to a refund. I will also file the dispute with my credit card company as soon as the charge posts to my account.

Business

Response:

From: [redacted], Vanessa

Sent: Tuesday, May 28, 2013 4:41 PM

To: '[redacted]

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com. I am responding on behalf of the Corporation. I was sorry to read about the difficulties you experienced regarding receiving an eVoucher since you missed your train. Please accept my apologies for your inconvenience. While I cannot provide you with an eVoucher, I can provide you with a Transportation Certificate in the same amount as your ticket, which is $16.00. The Certificate must be redeemed on or beforeMay 28, 2014 and is not transferable. I 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:

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

Regards,

Review: I issued this complaint in March 2014. Through the 10-15 phone calls I’ve made since then, eventually it was established that my particular complaint warranted a voucher for travel. As of May 28, 2014 --- I am still waiting on that voucher. I feel I have been more than patient waiting on what was promised on April 12th (when it was told to me it was in the mail) until today. What I keep getting told – was it was mailed. Again – I’ve called several times asking where it is – verifying my address each time – leaving my phone number each time with Customer Relations. My “file” number: [redacted]Desired Settlement: Amtrak has promised me a voucher. I want my voucher for travel. My complaint file is: [redacted]

Business

Response:

From: [redacted]

Sent: Tuesday, July 15, 2014 8:51 AM

To: '[redacted]'

Subject: Amtrak Response

Review: I was taking a Amtrack train from Chicago to Carbondale on March 27, 2014. I paid $86 for a one way ticket the night before as the guy that works for Amtrack was scanning tickets I asked why was my ticket $86? He asked me when did I buy the ticket I told him last night he explained to me how the ticket prices go up when less tickets become available I had three people sitting near me say how they all purchased there ticket for $34 right before they got on the train the guy scanning the tickets insisted that I call Amtrak to see what was wrong I called and the women over the phone told me that more cars were added to the train at the last minute so more tickets became available she told me that she will refund me the difference without a problem she said when I get to Carbondale go to the front desk at the station and they will refund me the difference. I get to Carbondale and go inside to get the refund they typed my reservation number into the computer and said that whoever I spoke to over the phone changed my ticket price from $86 to $34 indicating that she tried to give me a refund but they are not allowed to give refunds in the station I was told that I must contact the refund department. I called the refund department and they told me that it is their policy that refunds are only given before travel and there is no way to get a refund after I have traveled on the train. They now put me on hold because they noticed that the women I talked to on the train changed the ticket price from $86 to $34. They told me there is nothing they can do for me and that there is no way that I can get a refund and that the women who told me I was going to get a refund will be written up.Desired Settlement: I want the difference of $52 refunded back to me.

Business

Response:

From: [redacted]

Sent: Friday, May 09, 2014 4:17 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I was on a "8" hour train ride from [redacted] ohio to [redacted] Ny and the trip was fine the train was dirty but fine then the ride back [redacted] to [redacted] was horrible! I froze the entire way! It wasn't just me either the people around me were cold aswell. we all started talking about how cold it was and how overly crowed. I was so cold when I got off the train it felt warmer outside then in the car I was riding in!!!! when I walked into another car on the train it was nice and warm nothing like the one I was riding on! I have sent a complaint to Amtrak about a week ago and nobody has contacted me at all bout this issue. I WAS a very good paying customer as well as my family every very to Amtrak however I will stay as far away as possible.

Product_Or_Service: Ticket

Account_Number: 65.00Desired Settlement: DesiredSettlementID: Refund

The trip was Horrible and I have tried to contact them just to see what their explanation was there is no reason for them to put passengers on a car with no heat in the middle of February

Business

Response:

From: [redacted]

Sent: Friday, March 14, 2014 10:02 AM

To: '[redacted]'

Subject: Amtrak Response

Review: On Thursday, October 24th, 2013 I used the AMTRAK Website - Visit Amtrak Guest Rewards - Transfer/Buy Link, I used the option to buy 2000 Amtrak points for $55, and used [redacted] to purchase the points. The [redacted] transaction successfully completed, but the Amtrak transaction failed on screen, and an email was sent saying I bought too many points this year, so I tried a transaction for 1500 points for $41.25, and received a 2dn transaction failed on screen and email. So I tried a 3rd time for 1000 points at $27.50.

Today, on Friday, October 25th, 2013, I was checking my bank statement and noticed that I had been billed for all three transactions [$55+$41.25+$27.50 = $123.75] when I should have been charged only $27.50, so overcharged by $96.25.

I tried to respond to the emails sent, but they all say DO NOT REPLY TO THIS EMAIL, so I called the number provided in the email, Amtrak Guest Rewards Service Center at ###-###-####, and after waiting on hold for a very long time finally talked to a person. When I explained the situation, they had to check, how many points I bought for the year, the transactions they could see online, the transactions pending, etc. Finally I told them, I don't mind getting either the points, or the money back, and was told that this was in process but takes 3-5 days. When I told them that there business practice of taking the customer's money before checking to see if the person is going to be denied the transaction was fraudulent as they took my money with out full intent to provide the points. They then said that they did not have the money, that my bank has my money, and I have to wait 3-5 days because of my bank.

Bottom Line, they took the money, before checking to see if they would sell me the points. When they decided I did not meet the program rules, they denied the points instantaneously but want to keep the money 3-5 days. The individual consumer should not be a bank to these businesses. When they sell us a product they want the money immediately. When they decide not to sell, or refund, they want to take 3-5 business days to do this.

Amtrak needs to fix their system processing for selling Amtrak Reward points.Desired Settlement: Amtrak needs to fix their system processing for selling Amtrak Reward points.

I also think in this instance since their billing system is at fault, and there is no way they can refund me the money that they took with no intent to give me points, they should give me those points (2000 + 1500 = 3500). I will consider it 'interest' for the use of my money. In inter-bank lending there is a nightly rate paid for borrowing fund. Until Amtrak fixes this system, I think they should have to compensate consumers for the use of their money for 3-5 days.

Business

Response:

From: [redacted]

Sent: Wednesday, November 20, 2013 10:40 AM

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 your Guest Rewards transactions. Please accept our apologies.

As information, when Amtrak attempts to charge a card for a reservation purchase, an electronic inquiry is sent to the financial institution. They, in turn, set aside this amount pending information exchange. If the transaction fails for any reason, such as a mis-entered card expiration date or security verification code, Amtrak is not able to complete the reservation and do not keep the funds. A message is then sent from Amtrak to the financial institution that the transaction failed. The amount of time that this process can take will vary based upon the procedures of the financial institution. Please be assured that Amtrak does not keep a 'hold' on these funds.

This is the same for purchases through Points.com. In this case you attempted to make a purchase prohibited by the Terms and Conditions of the program which state that "members may buy or receive up to a total of 10,000 points in a calendar year". Prior to your purchase on October 24, you made the following points purchases:

3,000 points purchased 1/4/2013

2,000 points purchased 9/8/2013

2,500 points purchased 10/4/2013

1,500 points purchased 10/16/2013

Therefore, on October 24, 2013, you were only eligible to purchase an additional 1000 points.

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 November 20, 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]

Review: I was told by [redacted] to mail in my Amtrak tickets in order to get an eVoucher. I did so and then never heard back from her. Now I am out the money I paid and do not have the physical tickets any longer for future travel.Desired Settlement: I would like to get the refund or eVoucher that I am due for unused tickets. Thank you.

Business

Response:

From: [redacted]

Sent: Wednesday, April 16, 2014 12:02 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I put in a ticket # [redacted] with Amtrak on Dec. 30, 2013. The only response I've gotten from them is to wait longer. I let my credit card know, but they told me today that they aren't able to resolve the issue. I was on a train where a conductor threw my glasses in the middle of the night and then in the morning moved other people into my seat while I was in the restroom. When I returned home, I found they had overcharged me for the ticket.Desired Settlement: I would like a refund.

Business

Response:

From: [redacted]

Sent: Friday, April 18, 2014 9:23 AM

To: '[redacted]'

Subject: Amtrak Response

Review: This complaint involves issues with Health and Safety while being stuck on the Amtrak train for 3 hours with deplorable restroo** and no ability to get food or water. This complaint is also about not keeping the costumer informed as to why we were stuck on the train in the middle of nowhere for three hours. The employees servicing the car should be reprimanded for their conduct or lack professionalism in servicing their customers. As a retired veteran I know what it is like waiting for hours but I would always put my Marines first in letting them know what is going on, when we will leave, giving them access to clean facilities and ensuring they had food and water. Whatever I could do to make them comfortable during a long wait. Well, the Amtrak employees disappointed me to no end. We asked politely what was going on and the employees ignored us. We asked to open the food car so we could get something to drink and they said no. We could not use the restroom due to lack of cleanliness. This makes it unbearable when you have an autoimmune deficiency medical condition. I know this is in direct violation of OSHA and something needs to be done about this. I know trains have issues from time to time and things just happen, but that is when the employees need to step in and take care of their customers.Desired Settlement: I feel that everyone should get a refund and the employees need training on customer relations and change in policy as to cleaning the restroo** and opening the food cart when trains are at a dead stop for over three hours.

Business

Response:

From: [redacted]

Sent: Wednesday, December 11, 2013 2:12 PM

To: '[redacted]'

Subject: Amtrak Response

Review: On Thursday July 2013, I was supposed to leave from [redacted],SC to [redacted],FLThe train was schedule to arrive around am EST, instead it arrived at around am ESTA six hour wait without having the right to have an refund issue is unacceptableI was supposed tot receive a text if the train was going to be two hours lateNo only was the train late but I was told while ridding the train that it wasn't going to make a stop at [redacted],flAlso this is unacceptable if I make a reservation to take a train ride from [redacted],SC to [redacted],FL Amtrak should honor itMy reservation number for that trip was [redacted]I WILL NEVER USE AMTRAK AGAIN!!!!Desired Settlement: Full Refund
Business
Response:
From: [redacted], Vanessa
Sent: Tuesday, July 30, 2:PM
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 service disruption and lack of notification that you experienced when you traveled between [redacted] and [redacted]We certainly understand the frustration this caused youThe delays were beyond Amtrak’s immediate controlDelays and cancellations due to weather and other factors are an unwelcome but unavoidable part of the transportation businessWhen they occur, we understand the importance of providing accurate and timely information to our passengers as it becomes available to usIn order to reach a large number of customers in a short amount of time, we have made some recent improvements to our process for communicating this informationIn spite of our best efforts, there are times when we cannot reach all of our passengers, but please be assured that notifying our customers is a priority at Amtrak
Amtrak does not normally offer refunds in these cases; however, after a review of the circumstances in your case, we have made an exceptionWe have authorized a refund and an automated credit in the amount of $has been made to your [redacted] accountThis 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
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 July 30, 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 ofa.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:
[A default letter is provided here which indicates your acceptance of the business's responseIf 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 meAlso I think it would be in Amtrak best interest if they replace all of there locomotives
Regards,