Amtrak

From: S***, Vanessa
Sent: Thursday, September 25, 8:AM
To: '***
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
It
was disturbing to read about the problems you experienced with one of our station employees. I have been in touch with our station manager regarding your unfortunate experience at our *** Station in July. On behalf of Amtrak, I would like to offer our sincere apologies for the service you received and any inconvenience caused to you.
Our station employees strive to make our customers' travel comfortable and enjoyable, and I am sorry that we failed in this instance. We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously. Please be assured that our managers have reviewed and addressed appropriately.
Again, thank you for writing. We hope to see you on board again soon
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC

From: S***, Vanessa
Sent: Monday, August 25, 8:AM
To: '***'
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
I was sorry
to read about the difficulty you experienced with exchanging your ticket with the Amtrak app. I have been advised by the representatives from our Marketing department, that the Amtrak app allows customers to change their reservation if it can be changed, which means that sometimes reservations may not be changed through the Amtrak app if the reservation has already classified as a no-show. The method for changing a reservation is a button right as you retrieve your reservation details. Thousands of changes are made to reservations through the Amtrak app every weekand the terms and conditions are also available from the reservation details right next to the payment information
Due to changes in Amtrak’s refund policy, I cannot offer you a refund; however, as a one-time courtesy, 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 25, 2015 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.m. Eastern Time
Once again, thank you for writing. We value your patronage
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC

From: S***, Vanessa
Sent: Thursday, September 25, 3:PM
To: '***'
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
We are sorry that your Transportation Certificate was lost or misplaced. Unfortunately, Amtrak classifies all forms of ticketing entitlements including free or reduced rate transportation as accountable documents that may, under certain conditions, be exchanged for transportation by unauthorized persons. In cases, such as these, we do not offer replacement since the Certificate has not been returned to us by the U.SPostal Service. We will consider replacing your Certificate after May 22, 2015, which is the expiration date of your Certificate.
Once again, thank you for writing. We value your patronage
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC

November 19, 2014Dear *** ***:Thank you for your recent correspondence.We are disappointed that your departure was delayed on November 9, We 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.We authorized an automated credit in the amount of $to be applied to the *** account by which the tickets were purchasedThis procedure has been performed electronically, and no paper credit receipt was generatedDepending on your bank’s procedures, one to two billing cycles may pass before this appears on your account Statement.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

Thank you for your recent correspondence.We are sorry that you were unable to purchase a promotional fare on your desired date of travelWe can certainly understand the inconvenience and frustration this caused youOur lowest fares are sold on a first come first served basisOnce these fares are
sold the next highest fare is offeredWe firmly believe, however, that our prices accurately reflect the value of the services we provideNevertheless, 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 programsCustomers who have been able to plan their trips in accordance with the restrictions of these reduced fares have benefited from exceptional travel bargains.As much as we regret the inconvenience to you, we are not able to offer discounted fares that are no longer availableTherefore, we must respectfully decline your request to honor the promotional fare which has sold out.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster LF* Customer Relations Specialist

YesIt came in the mailI'm all set

January 5, 2015Dear *** ***:Thank you for your recent correspondence.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 business.We can certainly understand how valuable a passenger's time is and Amtrak does its best to run on timeHowever, Amtrak provides compensation on case by case basis and we must respectfully decline your request for a refund due to your delayed trainWe apologize for the inconvenience that you experienced.To underscore our regrets for disappointing you, I am enclosing a Transportation Certificate in the amount of $20.00, which I hope that you will use toward another Amtrak ticket purchase and travel the next time at least partially “on us.” The 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.Sincerely,Aluster F Customer Relations Specialist

December 5, 2014Dear *** ***:We have received a copy of your letter to the Revdex.com dated December 10, 2014.I am sincerely sorry for all inconveniences that your lost bag has caused and I regret that we were notable to return your itemsI further regret that you were not
satisfied with the amount rewarded in the resolution of your claim your lost baggageHowever, Amtrak’s maximum liability for items placed in our Checked Baggage service is $A check for that amount was sent to the address provided and is the final settlement of your claim concerning this caseThis liability is posted on our website at www.amtrak.com under Baggage Policy & Service in the Liability Amount section under “Limited Liability.” Please review this reference and understand that we are settling your claim according to our posted policy.Once again, I do regret that this unfortunate incident happened and hope to see you back onboard soon.Sincerely,Sonya BCustomer Relations Analyst

March 13, 2015*** *** *** ***BERKLEY MI ***Dear *** ***: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 us. We certainly understand the frustration this
caused you. The delays were beyond Amtrak's immediate control. In spite of our best efforts, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. Please accept our most sincere apologies for your inconvenience.We stress to our employees the importance of providing accurate and timely delay related information to passengers to the extent that it is available. Therefore, we are sorry that, on this occasion, their performance was clearly not what it should have been.I am sorry you feel that the Transportation Certificate provided by our Customer Relations Desk 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 additional compensation in the amount of $60.00, which you will find enclosed. I hope you will use it toward another Amtrak ticket purchase and travel the next time at least partially "on us." The Certificate is valid for one year. Kindly refer to the reverse side for an explanation of how it may be used.We look forward to having you back on board soon under more ideal circumstances.Sincerely, Neekal C***Customer Relations SpecialistCase #:*** Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone: ###-###-####Fax: ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I am rejecting this response because the $certificate that was offered toward future travel was not included The letter suggest an enclosure, but only the letter was in the envelop Further I am disappointed that a complaint made August of was not addressed until early January of Hi, I did get the letter from the company, but the certificate was not enclosed Therefore I rejected the offer Please let me know if you have any additional questions Thank you. Regards,
*** ***

October 10, 2013Dear *** ***:Thank you for submitting your claim for damage.Before we can accept a claim for damaged clothing, we require a notation on your claim statement from an Amtrak employee that witnessed the incident, a cleaning cost estimate from a reputable firm which states on its
letterhead stationery the cost to clean your suits, cycling cap and T-Shirts, along with a professional estimate of the age and original cost of the clothing and other articlesIf it cannot be cleaned, please have the firm state this on its letterheadPhotocopies are not acceptable.When responding, you may wish to keep a copy of the documents for your records and to consider using certified mail as this protects you in case of lossPlease understand that Amtrak does not require that you use this method of mailingKindly include your case number, *** when responding.Your patience, understanding and cooperation are very much appreciated.Sincerely,Sonya B Customer Relations Analyst

thank you!!!!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

March 10, 2015Dear *** ***:Thank you for your recent correspondence.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.We authorized an automated credit in the amount of $be applied to the *** account by which the tickets were purchasedThis procedure has been performed electronically, and no paper credit receipt was generatedDepending on your bank’s procedures, one to two billing cycles may pass before this appears on your account Statement.We look forward to having you back on board soon under more ideal circumstances.Sincerely,Neekal CCustomer Relations Specialist

From: B***, Sonya
Date: Thu, Nov 13, at 9:AM
Subject: *** *** *** - ID ***
To: "***"
Good morning. The below correspondence was in resolution to the above consumer’s complaint.
Thanks
September 30,
*** *** ***
*** *** *** **
***, VA ***
Dear *** ***:
Thank you for submitting your claim for the loss of your luggage
I am sorry for any inconvenience the loss to your luggage caused when you traveled in August. We have completed our investigation and regret that your bag was not found. As information, Amtrak considers checked and carbaggage as suitably packed clothing, toilet articles, except liquids, and similar personal items. Thus, we do not accept liability for electronics and computer equipment such as computer monitors, headsets, keyboard and mouse, Computer stands, power strips and cables that passengers might decide to pack in their bags. These rules and regulations are available at the stations that accept checked baggage, on our website at www.amtrak.com and in our system timetable. We are sorry that you were unaware that those items that you have reported as contained in your luggage are among those that Amtrak will not cover. Therefore, I regret Amtrak cannot honor that portion of your claim
However, other items that you have listed on the Baggage Claim Statement that you submitted have been approved for reimbursement. Your claim has been approved for $115.00. This amount represents the amount that you paid for your clothing. A check for this amount will be forwarded to you under separate cover. This compensation represents full and final payment in the settlement of your claim.
Sincerely,
Sonya B***
Customer Relations Analyst
Case: ***
Sonya B***
Customer Relations Analyst
MassAve., NE, #2W-
Washington, DC
ATS 777-
###-###-####

From: ***, Vanessa Sent: Wednesday, March 04, 7:AMTo: '***'Subject: Amtrak Response Dear Ms***: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 future. Please feel free to contact me direct if I can assist you with your future travel arrangements. Once again, thank you for your patience and understanding. Sincerely,Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S***, Vanessa Sent: Friday, April 10, 5:PMTo: '***'Subject: Amtrak Response Dear MsL***: We are in receipt of correspondence written on your behalf from the Revdex.com. We are so sorry that your parents
received misinformationfrom one of our reservation agents with regard to seating. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please accept our sincere apologies. Because good customer service is very important to us, we are disturbed by your description of the rude treatment your parents received from members of the train crew. Our train crews strive to make our customers' travel comfortable and enjoyable, and I regret that we failed in this instance. We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously. Please be assured that our managers have reviewed and addressed appropriately. Amtrak does not offer refunds in these types of cases. However, as a token of my regrets for your parents’ disappointment, I am holding on file for them a Transportation Certificate in the amount of $50.00. The Certificate must be redeemed on or before April 9, 2016 and is not transferable. I hope they will use it toward their next Amtrak ticket purchase. To redeem the Certificate, please have them call 1-***, 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 a.mand p.m. Please note that the Certificate is being held electronically and can only be redeemed by calling Customer Relations. It may help to refer to the case number listed below when calling. Once again, thank you for writing. We look forward to the privilege of serving your family again in the future under better circumstances. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCCase #: ***

From: *** ***
Date: Fri, Aug 8, at 4:PM
Subject: Re: FW: Revdex.com Complaint
To: "S***, Vanessa"
Vanessa,
I don't show ever receiving the response to this complaint
On Mon, Jul 21, at 11:AM,
S***, Vanessa wrote:
Okay. Will respond today
From: *** *** [mailto:***]
Sent: Monday, July 21, 9:AM
To: S***, Vanessa
Subject: Re: FW: Revdex.com Complaint
Hey Vanessa,
Reply back to this email address with your response to the complaint I will contact the Richmond Revdex.com and have them transfer the complaint to me Thanks
On Wed, Jul 16, at 3:PM, S***, Vanessa wrote:
Hi ***,
Here's another Revdex.com complaint that did not come through your office Can I resolve or wait to hear from you? Please advise
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC
Phone: ###-###-####
Fax: ###-###-####
-----Original Message-----
From: *** ***
Sent: Wednesday, July 16, 2:PM
To: S***, Vanessa
Subject: Revdex.com Complaint
Hi,
It was suggested that I send this to you
***
-----Original Message-----
From: *** ***
Sent: Wednesday, July 16, 2:PM
To: *** ***
Subject: Message from "***"
This E-mail was sent from "***" (*** ** ***)
Scan Date: 14:21:(-0400)
Queries to: amtrk.ad.nrpc.com

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 sincere apologies for your discomfort due to excessive heat.I am sorry that you were not satisfied with the $Transportation Certificate previously issuedI have reviewed your concerns and must respectfully decline your request for reimbursementPlease accept our most sincere apologies for your inconvenience.Thank you for writing, and we are sorry that we cannot help you with a more favorable response.Sincerely,Aluster LF* Customer Relations Specialist

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

From: S***, Vanessa
Sent: Monday, August 18, 12:PM
To: '***'
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
I was sorry
to read that you are unhappy with the resolution of your case. Please accept my apologies for your inconvenience.
Amtrak does not offer refunds in these types of cases, but rather 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. Since you are unhappy with the Transportation Certificate in the amount of $that was offered to you as compensation by our customer relations representative, I will increase the amount of the Transportation Certificate to $400.00. The Certificate is electronic and it is being held on file for your use. The additional Certificate in the amount of $must be redeemed on or before August 18, 2015and is not transferable. I hope you will use the Certificates 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 a.mand p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations.
Once again, thank you for writing. We value your patronage
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC