Amtrak

Hi [redacted], A phone call was made to Mr. [redacted] and his case was settled to his satisfaction.  He received $500.00 as a refund for lost bag and $200 Transportation Voucher to travel.  He was agreeable to the resolution.  This case is closed in this office. Vanessa...

S[redacted]Customer Relations Specialist Amtrak Office of Customer Relations

From: S[redacted], Vanessa Sent: Monday, April 06, 2015 1:17 PMTo: '[redacted].com'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 from Del Rio to Los Angeles in March.  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 normally does not provide refunds in these types of cases.  However, due to the circumstances of your case, an exception has been made.  I have authorized an automated credit in the amount of $176.00 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.As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $25.00.  The Certificate must be redeemed on or before April 5, 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 again in the future.Sincerely,   Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S[redacted], 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

November 10, 2014Dear [redacted]:Thank you for your recent correspondence.We are sorry that there is no record of your changing your departure date to October 27, 2014. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please...

accept our sincere apologies.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. At the time your reservation was modified the lowest available fare resulted in your paying an increase for the difference.We must respectfully decline your reimbursement request.As a courtesy, we have enclosed a Transportation Certificate in the amount of $22.00 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

From: S[redacted], Vanessa Sent: Tuesday, August 11, 2015 9:16 AMTo: '[redacted].com'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 July.  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.  I have been in touch with our train managers  regarding your unfortunate experience on board with climate control.  It was disappointing to read about the unacceptable service you received with regard to this issue as well.  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 all of your comments and addressed appropriately.  Amtrak does not offer refunds in these types of cases; however, as a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $100.00.  The Certificate must be redeemed on or before August 10, 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 again in the future. Sincerely,    Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S[redacted], Vanessa Sent: Friday, April 10, 2015 5:44 PMTo: '[redacted]'Subject: Amtrak Response Dear Mr. [redacted]:We are in receipt of correspondence written on your behalf from the Revdex.com. We are so sorry that you received...

misinformation from one of our reservation agents with regard to the hold limit on your reservation.  In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result.  Please accept our sincere apologies. As a token of my regrets for your disappointment, I am holding on file for you 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 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.  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 value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCCase #:  [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:
I feel the business has not done anything to try and solve this problem. This is not the first time this has happened. The customer service was questionable. The person I spoke to did not know what she was doing as well as there was false advertisement on their website. It not only affected me but many other people as well. 
Regards,
[redacted]

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. because good customer service is very important to us, we are disturbed by your description of the rude treatment you received.  We expect every Amtrak employee to treat our...

customers with courtesy and respect and to perform their duties in a professional manner.  We are sorry that you received otherwise.  Your comments have been forwarded to the responsible manager for review and appropriate action.  After checking with our Claims department representative, I have been advised that you did not receive the first check mailed to the address provided.  When this occurred, Amtrak had to request a stop payment on that check before a new one could be processed.  I understand that a new check was reissued to you on September 23, 2015.  Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. 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.  We are sorry that you were not aware of Amtrak’s Refund Policy.  Amtrak’s policy for refunds, which appears on our public website, Amtrak.com, in national timetable books and on ticket envelopes.  Due to this, we must respectfully decline your request for a refund.  We apologize for the inconvenience that this has caused. 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: Thu, Sep 25, 2014 at 9:12 AM
Subject: Re: open cases
To: "S[redacted], Vanessa" <S[redacted][email protected]>
This was closed as 'Resolved' 8-20-2014.
On Thu, Sep 25, 2014 at 8:03 AM, S[redacted], Vanessa <[redacted]> wrote:
Hi [redacted],
 
Did you get my response to [redacted].  It’s your ID [redacted].  I received a notice that it was closed as unresolved.  Thanks.
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC
Phone:    ###-###-####
Fax:          ###-###-####

[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, unfortunately, satisfactory to me. Although I am severely disappointed in the loss of my equipment, which was a net worth of about $600, if the best the Revdex.com and Amtrak can do is another hundred or so, I guess I can accept these terms. Let it be known that I only accept this fraction of my lost compensation half-heartedly, and I only do so knowing that the system is broken and I'm left with nothing more to argue.  
Begrudgingly, 
[redacted]

January 2, 2015Dear [redacted]: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.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 accept our most sincere apologies for your inconvenience.In light of your inconvenience, I have authorized a partial refund of your Amtrak fare. An automated credit in the amount of $200.00 was applied to the [redacted] account by which the tickets were purchased. This 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 $200.00, which I hope that you will use toward another Amtrak ticket purchase. The Transportation Certificate is valid for one year. Kindly refer to the reverse side for an explanation of how it may be used.Once again, thank you for writing. We 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: [redacted]
I am rejecting this response because: This is the same blanket statement that I received on the phone. I want someone with authority to follow up that the car has been repaired so no other passengers will have to suffer from a car in disrepair. I want it in writing that the issue has been repaired and a contact name for me to contact when I follow up on the repairs. Once again I am not interested in your $75.00 because I have no intention of traveling on Amtrak.  Fix the problem.
Regards,
[redacted]

I realize that problems occur and things can happen while traveling.. According to the response, it says it has given training to their attendant and station employees. This is the second time the same employee has done that after to the people downstairs. The first time was on a trip going home from a trip to see my family. Now I am pretty sure that this employee worked over the time in the year or year and a half between the two trips.. I called and filed a complaint then and yet the same employee is still doing the same job and performing it in the same way Not service to the people down stairs in disabled seating. I find that the trips out from Washington DC to Chicago which is my usual trip is always good.. The employees are helpful, they come down and check on the passengers, we are given opportunities to purchase food for ourselves, but the trip back through Washington home, is always a problem of one sort or another. I think that if they truly accepted and listened to these things, that are brought to their attention that the same employees would not be having the same conduct. They want to give a voucher for travel to win me back or have me return. I have done that already several times. How many times does a company have to be told about a problem before they act and how many times does a person have to try and come back to a company just to encounter the same old problems. I consider the attendants actions border line criminal. To neglect people who need to travel and train is the only option that they have and to be left without food or anything is just not right. 
 Complaint: [redacted]
I am rejecting this response because:
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:
The website did not clearly state that this fare was not refundable. I contacted the business via phone multiple times, receiving recordings on several of my attempts. When I finally did speak with a representative, I was told I only qualify for an e-voucher. After this extremely poor experience, I do not want to schedule any other trips with Amtrak. I contacted the business as quickly after I accidentally booked the wrong dates (which was immediately, but since it was after hours, I just reached an automatic recording which was useless). This is absolutely unacceptable. The trip I accidentally booked isn't until January - Amtrak has plenty of time to resell the tickets to someone else. this is such poor customer service - I have NEVER had problems like this and I book a significant amount of travel online. This was my very first trip with Amtrak and I can guarantee you it will be my last. I will also be writing reviews on social media sites and as many outlets as possible to advise as many people possible of these POOR business practices. 
Regards,
[redacted]

To: '[redacted]'
Subject: Amtrak Response
 
Dear [redacted]:
We are in receipt of correspondence written on your behalf from the Revdex.com.
I am sorry to learn that your daughter was removed from the train when they traveled in June.  It is...

regrettable when a situation such as this occurs. 
Each train has a Conductor who is in charge of it.  The Conductor is responsible for maintaining smooth operation of the train.  At the discretion of the Conductor passengers may be removed from the train with the assistance of Amtrak Police or the local police when warranted.  We regret such an occurrence.  There are a number of reasons that it may occur, and I am sorry this happened to your daughter. 
Once again, thank you for writing.  We value your patronage and hope we may serve you again under better circumstances.
Sincerely,
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, 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: Amtrak should allow refunds to passengers when they encounter a situation with a conductor I am disturb by this because a passenger should receive a refund for poor service I am going to take action against this situation if its not resolved Regards,
[redacted]

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 a refund.  As a one-time courtesy, we will add a note to your file that your Certificate may be extended through September 30, 2016.  Once again, thank you for writing.  We value your patronage and hope that you will travel with us again under better circumstances.

From: S[redacted], Vanessa Sent: Friday, August 07, 2015 4:59 PMTo: '[redacted]@[redacted].COM'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to read about the difficulties you had with...

obtaining a refund for your ticket.  Amtrak requires passengers to cancel their reservation prior to the train departure time if they are unable to travel with us.  Please accept my apologies for your inconvenience. Due to the change in Amtrak’s Refund Policy, I cannot offer you a refund.  However, as a one-time courtesy, I am holding on file for you a Transportation Certificate in the amount of $37.00.  The Certificate must be redeemed on or before August 6, 2016 and is not transferable.  We 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 again in the future. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S[redacted], Vanessa <[redacted]@amtrak.com>Date: Fri, Sep 4, 2015 at 10:02 AMSubject: Thomas - YOUR ID #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>fyi Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone:    ###-###-####Fax:  ...

       ###-###-#### From: S[redacted], Vanessa Sent: Friday, September 04, 2015 10:02 AMTo: '[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to read about the problems you have experienced regarding your rail fare.  After speaking with our Refunds department, we have been advised that there was only one charge made against your account for $54.00.  Also, there is a refund that was processed to your account on August 31, 2015  in the amount of $27.00.  Please accept our apologies for your inconvenience. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC