Amtrak

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry you feel that the Transportation Certificate provided 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.  We believe the compensation that was provided to you is adequate, and respectfully decline your request for additional compensation. Once again, thank you for writing.  We value your patronage and hope that you will travel with us again under better circumstances. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted], N.E. | Washington, DC 20002

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com regarding your parents’ travel experience. I am sorry for the delays your parents encountered when traveling with us from Los Angeles to Little Rock recently.  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 parents’ inconvenience.  We would very much like to have the opportunity to serve your parents again under better circumstances, 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 parents’ inconvenience.  It is not our intention to compensate at one hundred per cent of the value of the trip, but rather to offer a discount on future travel in hopes that your parents 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 your parents will change their mind, and as a token of my regrets for disappointing them, I will hold on file for them a Transportation Certificate in the amount of $300.00.  The Certificate must be redeemed on or before June 28, 2016 and is not transferable.  I hope your parents will use it toward their next Amtrak ticket purchase.  To redeem the Certificate, please have them 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 parents’ Certificate is being held electronically and can only be redeemed by calling Customer Relations.  Please have them refer to case number [redacted] when they call. Once again, thank you for writing.  We look forward to the privilege of serving your family again in the future. 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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Good day, [redacted].  I thank you for your attention to this case.The answer is an emphatic no, on the reimbursement of funds.  As I have mentioned, before, we ended up cancelling the second half of our trip, well within refund guidelines.  We did NOT receive any refund, nor any form of compensation from this exchange.  We have the paper trail to prove it.  Shame on them.I am actually terribly ashamed of the blatant dishonesty in this exchange, as your offices have been lied to, since day one.Please acknowledge this very solid fact.  Have them look into this, and provide any sort of proof, which they cannot.Either we get this settled, and honestly, or I take the complaint to very public exposure channels, as many as I am able to find.  As I have mentioned, this will include legal counsel, and/or my Washington Representatives, and every form of media at my disposal.This has been an absolutely shameful display of abject dishonesty, on the part of Amtrak and its representatves.Thank you again, for your attention to this matter.  I am hoping that we can find our way to the very established Truth, and beyond their attempt to tire the matter.Have a wonderful day.[redacted]
Regards,
[redacted]

From: S[redacted], Vanessa Sent: Wednesday, March 11, 2015 10:20 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 appreciated. Once again, thank you for writing.  We value your patronage.Sincerely,Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Thank you for your recent correspondence.Employees are expected to treat our valued customers with courtesy and respect, and we are Sorry to learn that this did not occur. We understand and appreciate the importance of good customer service. Please forgive us for causing you both dismay and...

inconvenience on this occasion.Amtrak uses the same system to verify gift card accounts that you will see used in stores, etc. The computerized verification searches for the available amount of credit and whether or not there is any type of hold or cancellation notice on the account. Once these hackers have your account number, they are smart enough to know that you will not realize they have your information right away. That gives them plenty of time to cover their tracks before the customer can notify the gift card issuer of the theft.I would suggest that you contact your local Police Department to conduct the investigation into this theft. I realize that you are very upset over what happened, but your local Police Department typically have the resources and authority to investigate such cases. We certainly understand your frustration and inconvenience in this matter.Once again, thank you for Writing. Sincerely,Aluster L. F[redacted] Customer Relations Specialist

Sent: Tuesday, April 19, 2016 1:22 PMTo: '[redacted].com' <[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of our records, I noted that you were...

issued a refund in the amount of $584.10 on July 20, 2015.  This refund was processed to a credit card with the numbers ending in 1523. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa SCustomer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. With regard to your concerns about traveling with your service animal on board Auto Train, Amtrak’s policy requires passengers to care for their own service animals, which is...

consistent with ADA rules.  If there are unique circumstances where a passenger is unable to do so and is not traveling with a companion who can care for the animal, a passenger should let Amtrak staff know what accommodations are needed in advance of travel.  These cases are addressed on a case by case basis.   Amtrak does not offer refunds in these types of cases, and we would very much like to have the opportunity to serve you again under better circumstance.  Therefore, we are still holding on file for you a Transportation Certificate in the amount of $200.00.  As previously stated, the Certificate must be redeemed on or before November 22, 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.  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, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

January 5, 2015Dear [redacted]:Thank you for your recent correspondence.We are disappointed to hear that you were not able to travel with us. 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.As a one-time courtesy, we have enclosed a Transportation Certificate in the amount of $47.00 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

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 so much for your help in the matter! I genuinely appreciate it. 
Regards,
[redacted]

[I've already received this form letter responses from this very rude Amtrak worked Ms. S[redacted]. I've requested a full refund of $13.00 back to my [redacted] card which she very rudely refused to do. She offers a certificate which is very self serving and would force me to have to use Amtrak again to receive this compensation]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Thank you for your recent correspondence.It is disappointing to learn that you were not able to occupy your Accessible Bedroom during your journey. We are disappointed to hear of the equipment substitution you experienced on December 18, 2014. Your experiences do not represent our usual level of...

service.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 ak, we can accept no liability 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. Please accept our most sincere apologies for your inconvenience.In light of your inconvenience, we have authorized an automated credit in the amount of $200.00 be applied to the Discover account by which the tickets were purchased. This procedure has been performed electronically, and no paper credit receipt was generated.We hope you will travel again at least partially “on us” using the Transportation Certificate you were previously issued in the amount of $200.00. The Certificate must be redeemed on or before December 23, 2015, and is not transferable. We hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call 1-800-[redacted], 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 in the future.Sincerely,Aluster L. F[redacted] 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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Under the Consumer Protection Law, I am lawfully afforded the right to be informed for a service that I have paid for as a consumer. Amtrak, in this case, failed to provide working monitors and sufficient track/boarding information; a sufficient amount of staff representatives, as well as a reasonable time allowance for passengers to board. Moreover, having a train leave the station ahead of its departure time is in direct conflict with false advertising and labeling practice laws. Under such laws, a consumer has the right to expect that the printed departure time on their train ticket will correlate accurately with that train's departure. In my case, I was at the station more than 30 minutes early and can substantiate my claim with a taxi receipt from the date in question. My scheduled train departure time was for August 12, 2016 at 3:30pm. I arrived at the station at 2:51pm (see attached).If Amtrak does not honor their original agreement in providing a service that I paid for and had a reasonable expectation to come to expect, then I will have to seek legal restitution and compensation using the court system. Clearly, they do NOT value patronage.- [redacted]
Regards,
[redacted]

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We have received your claim for the loss of your 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 SpecialistOffice of Customer RelationsWashington, DC

My 4 sisters and I took a trip to Oregon by Amtrak. We left St Cloud Minn on train 27 for Portland on April 9, 2018. We chose sleeper cars, our only complaint was that car smelled like a port-a-pot the complete time we were on the train. Our attendant was Terrence and he was absolutely fantastic! The food was exceptional! The only other disappointment was the windows in the observation car were very dirty (the inside) with finger prints etc etc... hard to get a good picture through them.

Go ahead and brush this off like nothing  and ill accept the response. its not like anything is going to change, its all going to remain the same.. Amtrak can best believe ill never ride the train again.

From: S[redacted], Vanessa Sent: Monday, August 10, 2015 3:06 PMTo: '[redacted].COM'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We have received your claim for the loss...

of your 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. Sincerely,  Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCWashington, DC

Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our train managers regarding your unfortunate experience when you traveled with us in March.  On behalf of Amtrak, I would like to offer our sincere...

apologies for the service you received and any inconvenience caused to you.  Our train crews 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.  We would not want an unsatisfactory experience to be your last impression of our service and would like to win back your confidence and support.  Therefore, we 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 for one year towards future Amtrak travel and is not transferable.  An email confirmation will be  been sent to:  [redacted], which includes the Transportation Voucher number, amount, expiration date and additional redemption information.  Please accept our apologies for the problems you reported and we hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket.  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

CONSIDERING I HAVE TO GO BACK AND FORTH EVERY 4 WEEKS FOR TREATMENT I FEEL A REFUND OF THE TICKET I PAID FOR YESTERDAY WOULD BE THE RIGHT THING TO DO. EITHER THAT OR PROVIDE A FREE VOUCHER FOR MY NEXT TRIP. FOR SOMEBODY WITH A DISABILITY TO BE TREATED LIKE THAT IS NOT RIGHT.

Supplemental information.[redacted]

January 5, 2015Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you experienced a cancellation of your hotel reservation while traveling with us. We can certainly understand the inconvenience and frustration this caused you. Please accept our most sincere apologies...

for your inconvenience.We have verified with our business partner, [redacted], that your hotel reservation was indeed canceled prior to your arrival. On July 31, 2015, records indicate that you were able to secure a room at a higher rate with assistance from an [redacted] agent. [redacted] requested that you submit your receipt for payment; a refund of $99.81 was issued on August 5, 2015. This represented the increase in fare above your original quoted rate.As much as we regret the inconvenience to you, Amtrak provides compensation on case by case basis and we must respectfully decline your request for a full refund of your travel fare. We apologize for the inconvenience that you experienced.As a token of our regrets for your inconvenience, I am enclosing a Transportation Certificate in the amount of $100.00. I hope that 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. 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 F. Customer Relations Specialist