Amtrak

[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.] Revdex.com: 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, [redacted]

From: Farmer, AlusterDate: Fri, Jan 2, at 10:AMSubject: Case ID [redacted] - [redacted] ***To: " [redacted] ( [redacted] @myRevdex.com.org)" < [redacted] @myRevdex.com.org>Dear [redacted] :Thank you for your recent correspondenceThe fare ** [redacted] purchased required cancelation prior to travel to be eligible for a refund As a courtesy, we issued ** [redacted] a Transportation Certificate in the amount of $on November 22, 2014, which is valid towards future Amtrak travelOnce again, thank you for writing Sincerely,Aluster *FCustomer Relations Specialist Case #: --Original Message--From: [redacted] Date: 11/14/2:08:PMAs mentioned, I did not get on the Amtrak Train, The Texas Eagle, that at that time, was scheduled from Chicago, Illinois to Dallas, Texas on that particular scheduled route I had paid the sum of $on November 3, I had only gotten to Chicago, Illinois from New York City, New York I do not believe that it is ethical for Amtrak to have not issued some sort of refund or future travel voucher for the other part of that itinerary that I did not use, yet had paid for If you cannot issue a partial refund, then I would appreciate a voucher for future travel, since I need to return to New York at the end of this month Today's date is Friday, November 14, 2014.Please remedy this issue immediately Thanks.Respectfully, [redacted] ***Tel: ###-###-#### / ###-###-#### [redacted] ***--Original Message--From: [redacted] Date: 11/14/2:24:PMTo: [redacted] @amtrak.comMessage:I had paid the sum of $for an Amtrak travel excursion from New York City, New York to Dallas, Texas on 11/3/via using my [redacted] when I had paidI had only taken Amtrak to get from NYC, NY to Chicago, IL, but did not use the part of the ticket that departed from Chicago, IL to Dallas, TXIn fact, I had to take a chartered bus instead because of safety issues going on inside of the Chicago Union Station boarding areas where the security guards there were using scanning devices to extract identifications infofrom driver licenses etcin addition to attempting to scan banking cards data from persons attempting to legally board the Amtrak train known as The Texas Eagle, departing from that Chicago Union Station from the City of Chicago, Illinois, U.SI witnessed the fraudulent security guards there using bogus 'security scanning devices' in a futile attempt to SCAN info from wallets, travel bags, etcbecause a lot of those poor [redacted] trash ies are extremely broke and/or very poorTHOSE ieS ARE CROOKS!!!!!!!!!!! They were not really interested in protecting the passengers at all! They were attempting to steal data from what they had in their wallets, such as i.dcards/driver licenses, banking cards, passports, immigration cards (permanent resident cards,etc.) I witnessed THAT there!!! That's the reason I did not get on that train on that day of The Texas Eagle from that Amtrak stationThe security guards were wearing Amtrak uniforms or security guard uniforms pretending "checking for terrorists"THOSE PEOPLE ARE FRAUDS! All of them

From: S***, Vanessa< [redacted] @amtrak.com>Date: Tue, Feb 3, at 12:PMSubject: [redacted] - your id # [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Hi [redacted] , This passenger’s complaint was already resolved with an apology by telephone by our customer relations representatives The Transportation Certificate that was sent to the wrong address was resent to the correct address in the amount of $ Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone: ###-###-####Fax: ###-###-####

November 3, *** [redacted] ** [redacted] Dear [redacted] : Thank you for your recent correspondence I understand how frustrating a misunderstanding can be, and we are extremely sorry that communications between you and one of our Ticket Agents evidently “misfired.” In the customer service business, we realize that excellent listening and communications skills are vital Even though such instances as you report are comparatively rare, they are always disappointing We are sorry that you were not aware that changes to your reservation would result in your paying a higher fare Amtrak offers several different fare costs between each city pair The least expensive fares are sold on a first come first served basis Once these fares are sold the next highest fare is offered When passengers change their reservation, we offer the lowest fare available, but we cannot guarantee the same fare will be available when changes are made We firmly believe, however, that our prices accurately reflect the value of the services we provide Nevertheless, we have not ignored the need to remain reasonably competitive with other carriers, and we have responded to this need by establishing several carefully constructed discount fare programs Customers who have been able to plan their trips in accordance with the restrictions of these reduced fares have benefited from exceptional travel bargains We do not offer refunds in these cases; however, in an effort to win back your patronage, we have enclosed a Transportation Certificate in the amount of $ This Certificate is valid for one year towards future Amtrak travel Kindly refer to the reverse side for usage instructions We must respectfully decline your reimbursement request Once again, thank you for writing We look forward to the privilege of serving you in the future Sincerely, Aluster *F [redacted] Customer Relations Specialist Case #: [redacted]

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for doing the "right" thing and even though it took months thank you for getting back to me Regards, [redacted]

To: ' [redacted] Subject: Amtrak Response Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.com I would like to sincerely apologize for the delays you experienced and the lack of communication you received when you traveled with us in August In a situation such as this, we expect our employees to provide the most up-to-date information available We are sorry that you received otherwise We 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 expectations A copy of your letter has been forwarded to the responsible management for review and corrective action in hopes we can provide better service in the future Please accept my sincere apology for your inconvenience Amtrak does not offer refunds in these types of situations As a token of my regrets for your disappointment, an electronic Transportation Certificate in the amount of $is being held on file It is valid towards the purchase of future Amtrak travel The Certificate must be redeemed on or before September 24, and is not transferable To redeem the Certificate, kindly call our toll-free number, 1-800-USA-RAIL (1-800-872-7245), and ask for the Customer Relations Desk prior to making payment on a reservation The Customer Relations Desk is open Mondays through Fridays between the hours of 7:a.mand 10:p.mEastern Time Once again, thank you for writing We value your patronage Sincerely, Vanessa S [redacted] Customer Relations Specialist Office of Customer Relations Washington, DC

From: S***, Vanessa To: [redacted] Sent: Monday, August 04, 12:PM Subject: Amtrak Response Dear [redacted] : Thank you for your correspondence to MrJoseph *B [redacted] I am responding on behalf of the Corporation I am sorry you feel that the Transportation Certificate provided is unsatisfactory It was offered as a token of our regrets for your inconvenience It is not our intention to compensate at one hundred per cent of the value of your trip, but rather to offer a discount on future travel in hopes that you will allow us an opportunity to provide better service in the future It is our expectation that our passengers have an enjoyable experience when traveling on Amtrak and return again and again Nevertheless, under the circumstances, I have authorized a partial refund in the amount of $1, A check in this amount will be mailed to you under separate cover You should expect to receive it within the next few weeks You may also keep the Transportation Certificate in hopes that you will travel with us again in the future Again, thank you for writing We value your patronage Sincerely, Vanessa S [redacted] Customer Relations Specialist Office of Customer Relations Washington, DC

From: S***, Vanessa Sent: Wednesday, March 11, 10:AMTo: ' [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 request for additional compensation has been reviewed, again We truly regret that in cases such as yours we do not offer further compensation of any kind Your understanding is appreciatedOnce again, thank you for writing We value your patronage.Sincerely,Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

November 24, 2014Dear [redacted] :Thank you for your recent correspondence.We are disappointed that you experienced a service disruption while traveling with usWe 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 business.We are so sorry that you received misinformation from one of our representativesIn spite of our best efforts, there are always those times when communication breaks down and misunderstandings result.We authorized a full refund of your Amtrak fare on September 25, An automated credit in the amount of $was applied to the [redacted] account by which the tickets were purchasedThis procedure has been performed electronically, and no paper credit receipt was generated.In addition, to underscore our regrets for disappointing you, a Transportation Certificate in the amount of $25.00, was mailed to your home addressThe Transportation Certificate is valid for one year from September 20, The certificate was issued in response to an email, there was no telephone contactPlease accept our sincere apologies for the miscommunication.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

October 29, 2014Dear [redacted] ***:Thank you for your recent inquiry.We are disappointed that you experienced a delay while traveling with usWe 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 businessPlease accept our most sincere apologies for your inconvenience.As much as we regret the inconvenience to you, Amtrak does not provide reimbursement of expenses incurred with other service providersWe have authorized a full refund of your Amtrak fareAn automated credit in the amount of $was applied to the [redacted] account by which the tickets were purchasedThis 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 $50.00, which I hope that you will use toward another Amtrak ticket purchaseThe Transportation Certificate is valid for one yearKindly refer to the reverse side for an explanation of how it may be usedPlease accept our most sincere apologies for your inconvenience.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster F Customer Relations Specialist

[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] Complaint: 10359544 I am rejecting this response because: This is a multi billion dollar company and for them to not give me my refund back of $60.00 is ridiculous. I will expose this company for who they are in any forum that I can. Starting with giving them a bad score on [redacted] and I was going to take a family trip using this company but that will not happen I will get on [redacted] and be all cramped up instead giving AMTRAK my money Regards, [redacted] ***

From: S***, Vanessa Sent: Wednesday, February 11, 3:PMTo: ' [redacted] 'Subject: Amtrak Response Dear [redacted] :Thank you for your email.After a further review of your file and as a one-time courtesy, we will allow the Certificate to be transferred to your father’s granddaughter for her use once we have her name to place in the casePlease understand that the Certificate will expire on October 28, and will not be extended beyond that date.I look forward to your reply.Sincerely,Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCFrom: [redacted] [mailto: [redacted] ] Sent: Wednesday, February 11, 12:AMTo: S***, VanessaSubject: Re: Amtrak Response Is it transferrable? My dad would like to use for rt tickets from Portland to Seattle for his granddaughter, my niece, in college and this would be niceThanksSent from [redacted] Mail on [redacted]

From: S***, Vanessa Sent: Friday, August 08, 10:AM To: ' [redacted] ' Subject: Amtrak Response Dear ** [redacted] : We are in receipt of correspondence written on your behalf from the RevDex.com It was disappointing to read that you received misinformation from one of our employees regarding making changes to your reservation and a higher fare In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result Please accept our sincere apologies After a review of your reservation, we found that you booked your reservation at Amtrak.com, and you did not apply the disability discount to your fare at that time When you asked to make changes to your reservations, the agent correctly charged an additional fare, even with the disability discount applied We are sorry you were not aware that any changes made to an existing reservation may result in a higher fare I apologize that a lower fare was not available Amtrak does not offer refunds in these types of cases; however, as a token of my regrets for your disappointment, an electronic Transportation Certificate in the amount of $is being held on file It is valid towards the purchase of future Amtrak travel The Certificate must be redeemed on or before August 8, and is not transferable To redeem the Certificate, kindly call our toll-free number, 1-800-USA-RAIL (1-800-872-7245), and ask for the Customer Relations Desk prior to making payment on a reservation The Customer Relations Desk is open Monday through Fridays between the hours of 7:a.mand 10:p.mEastern Time It would also expedite matters when you call if you refer to case number [redacted] Once again, thank you for writing We value your patronage Sincerely, Vanessa S [redacted] Customer Relations Specialist Office of Customer Relations Washington, DC

From: S***, Vanessa Sent: Tuesday, September 16, 2014 8:40 AM To: ' [redacted] ' Subject: Amtrak Response Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the RevDex.com. Before we can... proceed further with your case, we will need more specific information. Please provide me with the names of your niece and nephew as well as their date of travel. I look forward to your reply. Sincerely, Vanessa S [redacted] Customer Relations Specialist Office of Customer Relations Washington, DC

From: [redacted] , Vanessa Sent: Thursday, February 26, 1:PMTo: ' [redacted] [redacted] .com'Subject: Amtrak Response Dear Mr***:We are in receipt of correspondence written on your behalf from the Revdex.com.I regret that you are unhappy with the resolution of your case, and I can certainly understand your concern and disappointment However, I hope that you will understand Amtrak's position in this matter and allow Amtrak the privilege of serving you in the futureOnce again, thank you for your patience and understanding.Sincerely,Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Thank you for your recent correspondence.Let me apologize on Amtrak's behalf for the delays and service disruption that you experienced when you traveled with usWe certainly understand the frustration this caused youThe delays were beyond Amtrak's immediate controlIn 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.All restrooms are cleaned prior to trains departure for the origin stationEnroute it is the responsibility of the car attendants to ensure that restrooms are cleaned and that supplies are availableYou have our assurance that we will continue to work toward this goal and make progress as we move forwardYour comments are indispensable for the success of our mission and we appreciate your bringing this to our attention.Amtrak provides compensation on case by case basis and we must respectfully decline your request for a refund of your farePlease allow me to add my apologies to those already expressed by our Customer Relations Desk for disappointing youI hope you will travel again at least partially “on us” using the Transportation Certificate you were previously issued in the amount of $The Certificate must be redeemed on or before December 9, 2015, and is not transferable.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster LF* Customer Relations Specialist

February 20, 2015Dear *** ***:Thank you for your recent correspondence.Please accept my most sincere apologies that your Transportation Certificate was not included with my previous responseEnclosed is your Certificate.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

January 2, 2015Dear *** ***:Thank you for your recent correspondence.We are disappointed that you experienced errors when your attempted online purchase with AmtrakWe can certainly understand the inconvenience and frustration this error has caused you.When your credit card was used for multiple online purchases that were attempted but not completed, pending transactions appeared on your method of payment, it is because your financial institution placed a temporary hold on your account to ensure funds would be available if the orders went through.These pending charges are initially holds that temporarily lowered your available balanceYour account was not actually billed by Amtrak because the transactions were not authorizedThese holds automatically expired in accordance to the timeframe set by your financial institution.As much as we regret the inconvenience to you, Amtrak is unable to resolve these pending charges created by your banking institutionWe did not receive any funds for the failed attempts at purchaseI hope that you will allow me to add my apologies to those already expressed by our Customer Relations Desk for disappointing youTherefore, we respectfully decline your request for compensation.Once again, thank you for writing.Sincerely,Aluster F Customer Relations Specialist

January 2, 2015Dear *** ***:Thank you for your recent correspondence.Amtrak’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 goalPlease accept our most sincere apologies for your inconvenience.Employees are expected to treat our valued customers with courtesy and respect, and we are sorry to learn that this did not occurWe understand and appreciate the importance of good customer serviceJust as we have taken vigorous steps to return our railroad to a state of good repair, we are also working hard to improve the level of customer service that we deliver to each of our passengersBe assured that your concerns have been forwarded to the responsible management.As much as we regret the inconvenience to you, we have authorized a full refund of your accommodation chargeAn automated credit in the amount of $was applied to the Visa account by which the tickets were purchasedThis 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 $50.00, which I hope that you will use toward another Amtrak ticket purchaseThe Transportation Certificate is valid for one yearKindly refer to the reverse side for an explanation of how it may be used. Once again, thank you for writingWe look forward to the privilege of Serving you in the future.SincerelyAluster FCustomer Relations Specialist

From: S***, Vanessa Sent: Wednesday, June 03, 12:PMTo: '***@***.com'Subject: Amtrak Response Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. We have received your claim for
the loss of your caritem. While we can certainly sympathize with your frustration and desire for restitution, Amtrak does not accept liability for items that are not placed in our checked baggage service. We hope that you will understand that as passengers do not register caritems with Amtrak, we cannot be held liable for such items. Even if you have received assistance loading it on or unloading it off a train or bus, Amtrak disclaims liability for carbaggage. As information, we have found, however, that under certain circumstances, those who carry homeowners' or renters' insurance may be covered for such losses under their policies. We suggest that if you have this type of policy, you contact your company agent. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC