Amtrak

From: S[redacted], Vanessa 
Sent: Wednesday, August 06, 2014 1:39 PM
To: '[redacted]'
Subject: Amtrak Response
 
Dear [redacted]:
 
We are in receipt of correspondence written on your behalf from the Revdex.com. 
 
We...

are disappointed that you experienced a delay while traveling with us.  We can certainly understand the inconvenience and frustration this caused you.  We are working hard on a number of fronts to improve our ability to run on schedule.  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.
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 $13.00 is being held on file.  It is valid towards the purchase of future Amtrak travel.  The Certificate must be redeemed on or before July 25, 2015 and is not transferable.  To redeem the Certificate, kindly call our
toll-free number, 1-800-USA-RAIL (###-###-####), and ask for the Customer Relations Desk prior to making payment on a reservation.  The Customer Relations Desk is openMonday 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me upon receiving the credit amount they disclosed. 
Regards,
[redacted]

From: S[redacted], Vanessa Sent: Friday, January 30, 2015 3:32 PMTo: '[redacted]'Subject: Amtrak Response Dear [redacted]:We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to hear that the assistance that your...

father expected was not provided to him.  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.   Please accept my sincere apologies for your father’s inconvenience.It was disappointing to read about the problems you experienced with regard to the difference in fares you had to pay when making any changes to your father’s reservation.  There is no penalty charged when customers have to exchange tickets.  Amtrak, similar to airlines, uses a pricing system that allows fare reductions based upon availability when tickets are purchased in advance.  The fares can vary depending upon the train, date, and how many seats or accommodations have already been sold on a particular train at a given point in time.  Under this system, there are several possible fares from one point to another.  The deepest discounts are offered first and the remaining discounts continue until all are sold out.  When you had to make changes to your father’s reservation , the agent correctly offered you the best available fare.  I apologize that the same or a lower fare was not available.Please accept my apologies for the delays your father experienced.  Most of the track over which Amtrak operates is owned by freight railroads with which Amtrak has contractual agreements.  Unfortunately, our trains can be delayed by a large number of freight trains utilizing the same tracks.  While we do not guarantee on-time performance, we understand that delays inconvenience our passengers.  We are making every effort to deliver our passengers to their destinations in a timely manner.  I regret that we failed on this occasion. We also apologize for the toilet malfunction your father experienced during your journey.  Amtrak's first priority is to provide safe, reliable and efficient transportation.  We have concentrated our efforts on expediting repairs to equipment, rails and rights of way.  Our progress thus far includes major overhauls of sleepers, coaches, locomotives and track.  We are committed to bringing our equipment and services to the level of comfort that you have come to expect, and will continue to work toward this goal.Regarding your report of your father’s injury, a different office handles these matters.  Kindly contact Amtrak’s Injury Reporting Hotline at ###-###-#### regarding your concerns. I am sorry you feel that the Transportation Certificate provided by our Customer Relations Desk is unsatisfactory.  Amtrak’s policy is not to offer refunds when transportation is provided.  Therefore, we feel that the Transportation Certificate for the full value of your father’s fare is fair compensation.  Therefore, we are holding on file for your father a Transportation Certificate in the amount of $1,314.00.  The Certificate must be redeemed on or before October 28, 2015 and is not transferable.  I hope your father will use it toward his next Amtrak ticket purchase.  To redeem the Certificate, please have him 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 the Certificate is being held electronically and can only be redeemed by calling Customer Relations. Once again, thank you for writing.  While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances.Sincerely,                            ...⇄                                         ...⇄ S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S[redacted], Vanessa Sent: Monday, May 02, 2016 11:39 AMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I understand and appreciate the...

importance of good customer service, and I am disturbed by your description of the treatment you received during your trip.  The Conductor is in charge of the train and is responsible for maintaining the smooth operation of the train.  With that being said, we still expect every Amtrak employee to treat our customers with courtesy and respect, and I am sorry that you received otherwise.  We take matters such as these seriously, and  your comments have been forwarded to the responsible management for review and corrective action. In situations such as these, we do not offer refunds.  Therefore, I must respectfully decline to offer the reimbursement that you have requested. Once again, thank you for writing.  We value your patronage.  Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002

Dear Mr. **:Thank you for your recent correspondence.I appreciate your taking the time to bring this issue to my attention. I have contacted Amtrak Customer Relations regarding the discrepancy of the 500 Amtrak Guest Rewards bonus points that you did not receive. As a courtesy, Amtrak Guest Rewards...

has confirmed that the 500 bonus points have been added to your Guest Rewards account. Please accept our most sincere apologies for your inconvenience.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster L. F[redacted] Customer Relations Specialist

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I would to assist you with your case, but I am having trouble finding your reservation in our computer files.  Could you kindly provide me with your reservation number and/or...

travel date? I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Sent: Tuesday, April 19,...

2016 1:08 PMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our station managers regarding your unfortunate experience at our Chicago Station when you traveled with us on April 14.  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.  Amtrak does not offer compensation in these types of cases.  Therefore, we must respectfully decline to honor your request for compensation. Customer comments play an important role in how we offer our service, and I appreciate you taking the time to write to us.  We hope to have the privilege of serving you in the near future.    Sincerely,  Vanessa SCustomer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002

January 21, 2015Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you had an error in your online purchase with Amtrak. We can certainly understand the inconvenience and frustration this error has caused you.As much as we regret the inconvenience to you, Amtrak...

requires cancelation prior to travel to be eligible for a refund. We would very much like to have the opportunity to serve you again under better circumstances. Therefore, we have enclosed a Transportation Certificate in the amount of $59.00 which is valid towards future Amtrak travel. Kindly refer to the reverse side for usage instructions.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster F.Customer Relations Specialist

Thank you for contacting us. We are very sorry that Mr. [redacted] was not aware that we had authorized his refund in the amount of $444.00 on December 27, 2016.  You may be interested to know that he has called our customer relations number on a few occasions and has been advised that it...

was in process.  Refunds to credit cards normally process within 5 to 7 business days.  Therefore, Mr. [redacted] can expect the refund to be received by the credit card company within a week. Once again, thank you for contacting us. We value and appreciate Mr. [redacted]'s patronage and hope that we will continue to have the privilege of serving his travel needs.  Sincerely, Carolyn A. G[redacted]Supervisor Customer Relations

Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We are sorry you did not receive the assistance that you needed when you traveled with us recently.  I have been in touch with our station managers regarding your unfortunate...

experience.  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.  Regarding your damaged carry-on baggage, 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 carry-on items 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 carry-on baggage. 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[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of your reservation, we found that you are due a refund since we did not deliver you to your final destination of Bangor.  However, before we can consider...

your request for compensation, we must receive your original bus ticket.  Kindly send this documentation to me at the following address:  National Railroad Passenger Corporation, 60 Massachusetts Avenue, N.E., Washington, DC 20002.  Please send the original busticket as monetary refunds are not authorized on photocopies. 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 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 mention case number  [redacted]. I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

[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 the delay was caused by an order your command center gave to the train conductor not to wait for the Amtrak Connect bus service from Los Angeles to Bakersfield.  Let me be clear; weather was not the issue.  The issue was and remains Amtrak's blatant disregard for your passengers arriving via your bus service from Los Angeles.  Further, while I personally heard the conversation between the bus driver and the train dispatch/command center, the driver was told not to notify the passengers of the impending delay in Bakersfield due to the departure of our connecting train service.  Your measly offers of a refund and voucher are rejected.  Who is Amtrak's governmental regulatory agency?
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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: She talk about Amtrak does not offer refunds in these types of cases but she want us to be happy with $200 VOUCHER , no way is it right that we had to sleep sitting  up/ coach seat when I paid for a bedroom
Regards,
[redacted]

Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to learn about the problems you experienced with ticketing, which caused a forfeit of your train fare.  Amtrak requires passengers to cancel their reservation...

prior to the train departure time if they are unable to travel with us.  If a passenger does not cancel their reservation, the fare is forfeited and a refund or voucher will not be issued.  Upon your initial contact with our customer service representatives, we understand that as a one-time courtesy, you were issued a Transportation Voucher in the amount of $55.00.  We further understand that you accepted the Transportation Voucher as compensation and that you have already redeemed it towards a new reservation. Once again, thank you for writing.   We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] Avenue, N.E. | Washington, DC 20002

From: [redacted]<[redacted]>Date: Wed, Nov 26, 2014 at 10:16 AMSubject: 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]" <[email protected]>I would like to add that upon...

travel the menu was completely misleading charging 3.50 for a salad with dinner when online stated included.  As several other things were out of date.....The employees were beyond courteous and a pleasure if not for that it would have been trio from hell

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 $50.00 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, 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 Mondays 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

From: S[redacted], Vanessa Sent: Wednesday, February 11, 2015 3:07 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 case. Please understand that the Certificate will expire on October 28, 2015 and will not be extended beyond that date.I look forward to your reply.Sincerely,Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCFrom: [redacted] [mailto:[redacted]] Sent: Wednesday, February 11, 2015 12:50 AMTo: S[redacted], 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 nice. ThanksSent from [redacted] Mail on [redacted]

Thank you for your correspondence on behalf of Mr. [redacted]. We are so very sorry that Mr. [redacted] has not received his refunds.  However, on November 8, 2016, two refunds were authorized to two [redacted] accounts that were used for purchase of Mr. [redacted]’s reservations.  A...

refund in the amount of $244.00 was issued to a [redacted] account ending in [redacted].  Also, a refund in the amount of $268.00 was issued to a [redacted] account ending in [redacted].  It normally takes 7 to 15 business days before refunds are received by banks and posted to a customer’s account.  We hope that Mr. [redacted] has received his refunds by now and we regret any inconvenience caused.   In addition to our apologies, I have authorized a Transportation Voucher in the amount of $25.  The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices.  The Transportation Voucher is valid until November 27, 2017, but it is not transferable.  An email confirmation will be sent to:  [redacted], which includes the Transportation Voucher number of [redacted], amount, expiration date and additional redemption information.  We hope that Mr. [redacted] will accept our apologies and the Voucher and use it toward his next ticket purchase.  Once again, thank you for contacting us.  We value and appreciate Mr. [redacted]’s patronage and patience and hope that we will have the privilege of serving him again.     Sincerely,  Carolyn A. G[redacted]Supervisor Customer Relations

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I regret that you experienced a problem with regard to a refund.  After speaking with our Refunds Research department representatives, I have authorized an automated...

credit in the amount of $125.00 to be made to your([redacted] account.  This transaction was performed electronically and no paper credit slip was generated.  It should appear on your statement electronically within 3 to 7 business days.  Depending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement received in the mail or viewed online. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: Thank you for your recent correspondence. I was sorry to read that you missed the scenery on board your train, due to track work being performed by the freight railroad that owns the track along this route.  Please accept my sincere apologies for your...

inconvenience. Though we understand your frustration, Amtrak does not offer refunds in these types of cases other than the partial refund that is due to you since you did not have use of your accommodation for a portion of your journey.  Therefore, an automated credit in the amount of $367.31 has been made to your American Express account for the loss of your accommodation.  This transaction was performed electronically and no paper credit slip was generated.  It should appear on your statement electronically within 3 to 7 business days.  Depending upon your bank's procedures, it may take one or two billing cycles to appear on your account statement received in the mail or viewed online. As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $600.00.  The Certificate must be redeemed on or before July 19, 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 under better circumstances. Sincerely, Vanessa S[redacted]Customer Relations Specialist  Case #: 3008589   Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC