Amtrak

November 7, 2014Dear *** ***: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 you, Delays due to weather, mechanical difficulties, other rail traffic, or
operational factors are an unwelcome but unavoidable part of the transportation business.We are disappointed to hear of the service disruption you encountered between Pittsburgh and HarrisburgIn 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 businessRegrettably when such incidents occur, we must obtain alternate transportationPlease accept our most sincere apologies for your inconvenience.We have authorized a refund of your Amtrak fare from Pittsburgh to NewarkAn automated credit in the amount of $was applied to the *** 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 $100.00, 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 usedWe must respectfully decline your request for additional compensation.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Aluster FCustomer Relations Specialist

[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: the company has not addressed the rudeness of it's employees, the delay of more than a month through no fault of mine, the fact I have not yet received said certificate and may never know when it will arriveThey should listen to the recordings of their prized customer relations employees and how they treat their customersThey're lucky they are a monopoly
Regards,
*** ***

From: Amtrak Customer ServiceSent: Thursday, February 12, 6:PMTo: '***'Subject:Dear *** ***, Thank you for choosing Amtrak for your travel needs.The Transportation Certificate that was issued to you was returned to us as undeliverable by the U.SPostal Service. Therefore, we are holding on file for you an Electronic Transportation Certificate in the amount of $The Certificate is being held on file until December 26, 2015 and is non-transferable.In order to redeem this certificate, please contact Amtrak's Customer Relations department at the phone number below. The hours are Monday throughFriday, from 7am until 10pm(ET). It would be helpful to refer to your case number below when calling.Thank you for allowing us the opportunity to assist you with this matter.Sincerely,Amtrak Customer RelationsCase #: ***1-800-USA RAIL (872-7245)

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: Anthony G***, OD /CEO
Contact Phone: XXXXXXXXXX
Contact Email: ***@sbcglobal.net
There was no confusion regarding patient chartsOur billing and coding is consistent with the patient's complaints,our
medical findings and with the insurance company requirementsThe patient received medical services for a medical diagnosisThe insurance company informed us that the patient has a co-paymentIt is a violation of federal law to discount or waive a co-paymentAccording to the Deptof Health and Human Services, "It is unlawful to waive co-payments, deductibles, coinsurances or other patient responsibility payments." The patient is therefore liable for the co-payment balanceIf the patient reviews her insurance EOB, she will see the explanation regarding her balance
OFFER:

From: S***, Vanessa Sent: Tuesday, February 03, 12:PMTo: '***@***.COM'Subject: Amtrak Response Dear *** ***: We have received your claim for the loss of your carbaggage. 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

Complaint:
***
I
reject this response as it is full of apologies but no actual substance
Nothing has changed - my dad still has a non-transferrable
$1,travel certificateI ask that you re-consider "policy" and
response to this complaintI agree that transportation was provided and would
consider a lower, but fair, cash compensationTo think that my dad should
subject himself to another trip after this experience is unconscionable. A cash refund of the $upcharge and
$(50% of the roomette) would be a fair conclusion to this situation.
Had I
been given the ADA unit at the original booking, according to the response, the
price would have been lower"The deepest discounts are offered
first and the remaining discounts continue until all are sold out." This could
be a moot point, but it appears as though the respondent ignored
that the original booking was wrong. I don't need the education of supply and
demand, I understand these price fluctuations
The
concern about leaving riders on the platform was not addressed in this
responseThis is utterly unacceptable - you don't see airlines leaving guests
in the jet way, which is the equivalent of what happenedAirlines provide
services to assist passengers, regardless of their travel class, to the
terminalHad Amtrak provided the same level of assistance to get them back to
the depot, there would have never been a fall and potential for a significant
injury. The station personnel should
assist passengers first, and THEN deal with the trashI am sorely disappointed that I was deferred
to an injury hotline regarding the fall on the platformThe Amtrak staff on
site should have relayed this information, or at a minimum customer service
when they were advised of this experienceI feel this is being brushed off -
by the station staff, customer relations as well as responder to this
complaint
I recognize
the delays due to increased freight traffic and associated rail contracts, but
when all communications say 1-hour delays and the actual delays are
significantly higher, this is intentionally misleading communicationIf Amtrak
had been honest about these extended delays more consideration could, and
would, have been given to alternate modes of transportation
As for
the toilet malfunction, there was plenty of time while the train deadheaded in
the middle of nowhere for the engineers to not only troubleshoot, but repair
the toiletAmtrak has a LONG way to go to bring their "equipment and services to the level
of comfort that you have come to expect"Perhaps the minimum
expectation is higher than what Amtrak can attain
By no
stretch of the imagination should Amtrak delude themselves that their service
comes anywhere near the "safe, reliable and efficient
transportation" priority they purportedly strive for
Regards,
*** ***

From: S***, Vanessa
Sent: Monday, August 18, 1:PM
To: '***'
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
It was
disappointing to read that you could not use your multi-ride due to a misunderstanding about the usage. Please accept my apologies for your inconvenience
Before we can consider your request for compensation, we must receive your original ticket. Kindly send this documentation to me at: National Railroad Passenger Corporation, Massachusetts Avenue, NE, Washington, DC 20002. Please send the original ticket as monetary refunds are not authorized on photocopies
When responding you may wish to keep a copy of the document for your records and to consider using certified mail as this protects you in case of loss. Please understand that Amtrak does not require that you use this method of mailing. It would also expedite matters when you respond if you mentioned the case number printed at the bottom of this email
I look forward to your reply
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC
Case#: ***

From: S***, Vanessa
Sent: Wednesday, August 06, 1:PM
To: '***
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
I was
disappointed to read your report of rude service that you received from our *** Station staff. At Amtrak, we recognize that customer service is critical to the Corporation’s success as a transportation carrier. We expect every Amtrak employee to treat our customers with courtesy and respect and to perform their duties in a professional manner. I am sorry that you received otherwise. I have documented your correspondence for the station management for their review and correction. Please accept my apologies for your inconvenience
Customer comments play an important role in how we offer our service, and thank you for taking the time to write to us
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC

I had the pleasure of taking the southwest chief from Chicago-LA and return on 06/03-06/07/18. there was a fatal train accident at Truxton, AZ. we were forced to detrain at needles CA. there were multiple delays...a freight engine was coupled to the train at flagstaff, which later in the trip it was cut off and the P-42 engines were cut off and turned to be point on the point of the train. there was a 10 hour delay reaching
Chicago. in spite of this, the Amtrak crew did a superb job of accommodating all passengers. I would like to thank the entire crew for...making bricks with no straw..in their utter professional performance during my trip! I cant wait to book another trip!

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry for the delays you encountered when traveling with us between Milwaukee and Chicago in November.  While we make every effort to deliver our passengers to their...

destinations on time, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business.  Please accept my most sincere apologies for your inconvenience.  We are so sorry that you received misinformation from one of our employees regarding your refund.  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 case, we found that a refund was issued to the credit card account used to purchase your tickets onNovember 23, 2015 in the amount of $48.00.  Once again, thank you for writing.  We value your patronage. Sincerely,  Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to learn about the difficulties you experienced while traveling with us in January.  Please accept my sincere apologies for your inconvenience. I...

noted that after you spoke with our customer relations representatives, a refund in the amount of $136.57 was issued to the [redacted] account used to purchase your tickets.   Please understand that it is not Amtrak’s policy to reimburse the expenses passengers might incur, nor do we assume liability for the plans and commitments of our passengers.  Therefore, we must respectfully decline your reimbursement request for your out of pocket expenses. Once again, thank you for writing.  We value your patronage. Sincerely,  Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

September 9, 2015  [redacted]PO BOX [redacted]MANCHESTER CENTER, VT  [redacted] Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We would very much like to have the opportunity to serve you again under better...

circumstance, and I am disappointed that you feel that the Transportation Certificate offered by our customer relations representatives 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.  In the hopes you will change your mind, and as a token of my regrets for disappointing you, I will hold on file for you an additional Transportation Certificate in the amount of $30.00.  The Certificate must be redeemed on or before September 8, 2016 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.  Once again, thank you for writing.  We look forward to the privilege of serving you in the future. Sincerely,  Vanessa S[redacted]Customer Relations Specialist Case #: [redacted]Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone:    ###-###-####Fax:          ###-###-####

From: S[redacted], Vanessa 
Sent: Tuesday, September 02, 2014 9:44 AM
To: '[redacted]'
Subject: Amtrak Response
 
Dear [redacted]:
 
We are in receipt of correspondence written on your behalf from the Revdex.com.
 
Regarding your...

inquiry about a survey,  I have been unable to find any information regarding a survey, which promised a cruise upon completion of same.  I, also, am unable to find any travel information for you in July.  Please accept my apologies for your inconvenience.  Without further information, I will not be able to assist you.
 
Once again, thank you for writing.  We value your patronage. 
 
Sincerely,
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer

[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]

[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: [redacted]
I am rejecting this response because:Vanessa, appreciate the apology but we are not in kinder garden and that is NOT enough. This was not my only trip I smelled burning fumes. It happened on at least 4 of your trains. As for the refund, you have already promised me a FULL refund, however your agents told me it has to be mailed by check and it can take 2-4 weeks to receive. I am traveling on tour right now and won't be in a place over a week until the end of January. You can find the notes under this case ID [redacted]. If you are now refusing to refund me because of my complaint, I will seek legal action against Amtrak as I rightfully should do regardless. You speak about customer satisfaction and expectations, well this is your chance to step up to the plate and eat your wordsRegards,[redacted] "Hell Hath No Fury like a[redacted] Off Consumer"

Sent: Tuesday, September 02, 2014 9:59 AM
To: '[redacted]'
Subject: Amtrak Response
 
Dear [redacted]:
 
We are in receipt of your further correspondence written on your behalf from the Revdex.com.
 
We would very much like to have the opportunity to serve you again under better circumstances, and I am disappointed that you feel that the Transportation Certificate for the full value your rail fare is unsatisfactory.  As a one-time courtesy, I have placed an additional Certificate on file for you in the amount of 13.00.  This brings the total amount of your Certificate to $26.00.  The additional Certificate must be redeemed on or before September 2, 2015 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. Eastern Time.  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 look forward to the privilege of serving you again in the future.
 
Sincerely,   
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

From: S[redacted], Vanessa 
Sent: Wednesday, August 06, 2014 1:24 PM
To: '[redacted]
Subject: Amtrak Response
 
Dear [redacted].
 
We are in receipt of correspondence written on your behalf from the Revdex.com.
 
I...

regret that your mother-in-law, [redacted], was delayed  when she traveled recently.  Delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business.   Most of our trains operate over tracks owned and managed by the nation's freight railroads.  While we are making every effort to correct this, on many lines, excessive freight traffic is causing congestion to such a degree that we are unable to operate on schedule.   Although Amtrak does not guarantee on-time performance, we make every effort to deliver our passengers to their destinations in a timely manner. 
 
When delays occur, we understand the importance of providing accurate and timely information to our passengers as it becomes available to us.  In 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 information.  In 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.  We are sorry that we let your mother-in-law down.
 
We were disappointed to hear that the assistance that your mother-in-law expected was not provided by our station staff nor the train crew.  Please be assured that Amtrak is absolutely committed both to the letter and spirit of the Americans with Disabilities Act.  We calibrate our service to assure that we are providing full access to our passengers with disabilities.  As part of our ongoing efforts to provide superior service to our customers with disabilities, an enormously important segment of the American population, we provide in depth training for our on-board and station employees.   Your comments have been forwarded to the responsible management for their review and correction.
 
After a review of your mother-in-law’s reservation, we found that mobility impaired seating was not included in the reservation.  **. [redacted] did have a ticket that was priced with the disability discount, but she was not ticketed to be seated in the mobility impaired seat.  Please accept my apologies for your mother-in-law’s inconvenience.
 
Amtrak does not offer refunds in these types of cases; however, as a token of our regrets for your disappointment, an electronic Transportation Certificate in the amount of $50.00 is being held on file for [redacted]’s use.  It is valid towards the purchase of future Amtrak travel.  The Certificate must be redeemed on or before August 1, 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 7:00 a.m. and 10:00 p.m. Eastern Time.  
 
Once again, thank you for writing.  We value your patronage.
 
Sincerely,
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

[redacted]SAN DIEGO, CA  [redacted]  Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It is unfortunate that your bike was stolen while traveling with Amtrak.  Amtrak does not accept...

liability for carry-on items.  However, due to the circumstances surrounding your loss, we are accepting your claim under the policies and procedures for our checked baggage service where our maximum liability is $500.00.  In view of this, a check in the amount of $500.00 has been authorized and will be sent to you under separate cover.  You will receive it within a few weeks.  This adjustment is full and final settlement of your claim for loss of your personal property. As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $300.00.  The Certificate must be redeemed on or before August 27, 2016 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.  Once again, thank you for contacting us.  We regret the inconvenience this unfortunate incident caused, and we hope that you will allow Amtrak another opportunity to serve your travel needs. Sincerely,  Vanessa S[redacted]Customer Relations Specialist Case #: [redacted] Vanessa S[redacted]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 response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I am so disappointed with the service that Amtrak is currently providing and so will not be planning to use Amtrak for any future travel plans ever again.   Therefore the voucher of $5.00 has no use to me.  Amtrak has been delayed numerous times when I have traveled using it.  This is the first time I have voiced my concerns about the service.  Before that I had been a long term customer.  Again the voucher has no use.  I am not truly being compensated for anything.
Regards,
[redacted]

November 3, 2014
 
 
[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 $488.00.  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]