Amtrak

I meant to say that, "They couldn't issue me an exchange [which is what I wanted], so they refunded it instead"

From: S[redacted], Vanessa
To: [redacted]
Sent: Monday, August 04, 2014 12:59 PM
Subject: Amtrak Response
 
Dear [redacted]:
 
Thank you for your correspondence to Mr. Joseph *. B[redacted].  I am responding on behalf of the...

Corporation.
 
I am sorry you feel that the Transportation Certificate provided 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 a partial refund in the amount of $1,597.00.  A check in this amount will be mailed to you under separate cover.  You should expect to receive it within the next few weeks.  You may also keep the Transportation Certificate in hopes that you will travel with us again in the future.
 
Again, thank you for writing.  We value your patronage.
 
Sincerely,
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

From: Farmer, Aluster<[email protected]>Date: Fri, Jan 2, 2015 at 10:48 AMSubject: Case ID [redacted] - [redacted]To: "[redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>Dear [redacted]:Thank you for your recent correspondence. The fare **. [redacted] purchased...

required cancelation prior to travel to be eligible for a refund.   As a courtesy, we issued **. [redacted] a Transportation Certificate in the amount of $106.00 on November 22, 2014, which is valid towards future Amtrak travel. Once again, thank you for writing.  Sincerely,Aluster *. F[redacted]Customer Relations Specialist  Case #: 2936084 --Original Message--From: [redacted]Date: 11/14/2014 2:08:35 PMAs mentioned, I did not get on the Amtrak Train, The Texas Eagle, that at that time, was scheduled from Chicago, Illinois to Dallas, Texas on that particular scheduled route.  I had paid the sum of $214.20 on November 3, 2014.  I had only gotten to Chicago, Illinois from New York City, New York.  I do not believe that it is ethical for Amtrak to have not issued some sort of refund or future travel voucher for the other part of that itinerary that I did not use, yet had paid for.  If you cannot issue a partial refund, then I would appreciate a voucher for future travel, since I need to return to New York at the end of this month.  Today's date is Friday, November 14, 2014.Please remedy this issue immediately.  Thanks.Respectfully,[redacted]Tel:  ###-###-#### / ###-###-####[redacted]--O...⇄ Message--From: [redacted]Date: 11/14/2014 2:24:57 PMTo: [redacted]@amtrak.comMessage:I had paid the sum of $214.20 for an Amtrak travel excursion from New York City, New York to Dallas, Texas on 11/3/2014 via using my [redacted] when I had paid. I had only taken  Amtrak to get from NYC, NY to Chicago, IL, but did not use the part of the ticket that departed from Chicago, IL to Dallas, TX. In fact, I had to take a chartered bus instead because of safety issues going on inside of the Chicago Union Station boarding areas where the security guards there were using scanning devices to extract identifications info. from driver licenses etc. in addition to attempting to scan banking cards data from persons attempting to legally board the Amtrak train known as The Texas Eagle, departing from that Chicago Union Station from the City of Chicago, Illinois, U.S. I witnessed the fraudulent security guards there using bogus 'security scanning devices' in a futile attempt to SCAN info from wallets, travel bags, etc. because a lot of those poor [redacted] trash ies are extremely broke and/or very poor. THOSE ieS ARE CROOKS!!!!!!!!!!! They were not really interested in protecting the passengers at all! They were attempting to steal data from what they had in their wallets, such as i.d. cards/driver licenses, banking cards, passports, immigration cards (permanent resident cards,etc.) I witnessed THAT there!!! That's the reason I did not get on that train on that day of The Texas Eagle from that Amtrak station. The security guards were wearing Amtrak uniforms or security guard uniforms pretending "checking for terrorists". THOSE PEOPLE ARE FRAUDS! All of them

From: S[redacted], Vanessa 
Sent: Thursday, September 25, 2014 11:12 AM
To: '[redacted]'
Subject: Amtrak Response
 
Dear [redacted]:
 
We are in receipt of correspondence written on your behalf from Revdex.com.
 
Let me apologize on Amtrak’s behalf for the delays and service disruption that your relatives  experienced when they traveled with us in August.  We certainly understand the 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.  Please accept my sincere apology for their inconvenience.
 
Because good customer service is very important to us, I was disturbed by your description of the unacceptable service your relatives 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 appropriate action. 
 
As a token of my regrets for your relative’s disappointment, two electronic Transportation Certificate in the amount of $153.00 each is being held on file for [redacted] and [redacted].  It is valid towards the purchase of future Amtrak travel.  The Certificate must be redeemed on or before September 25, 2015 and is not transferable.  To redeem the Certificate, please 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 open Mondays through Fridays between the hours of 7:00 a.m. and 10:00 p.m. Eastern Time.  
 
Again, thank you for writing.  We hope to see you on board again soon.
 
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:  I am always in full control of my service animal, but feel it unaccptable that after booking a lower level room that we had to climb steps, cross through moving train cars with a dog, then wait in the dining car for over 40 minutes, in addition to climbing down steps and having to jump at least 24" from the train and also jump back into the train.  This is not acceptable, nor is it appropriate.  A ramp, step or platform should have been made available to us.  I request a full refund of my travel expenses.
Regards,
[redacted]

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.
It was disturbing to read about the unacceptable service you experienced regarding the long wait time to speak with our customer relations representatives.  Your letter is being shared with the appropriate management for review and correction. 
Amtrak does not offer refunds in these types of cases.  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 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 Mondays through Fridays between the hours of 7:00 a.m. and 10:00 p.m. Eastern Time.  
Again, thank you for writing.  We hope to see you on board again soon.
Sincerely,
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

Aloha Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that that is the same response I previously received. Thus, I will resubmit my claim in its entirety again. Thank you very much for your assistance.
A hui hou,[redacted]

October 29, 2014Dear [redacted]:Thank you for your recent inquiry.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.As much as we regret the inconvenience to you, Amtrak does not provide reimbursement of expenses incurred with other service providers. We have authorized a full refund of your Amtrak fare. An automated credit in the amount of $59.00 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 $50.00, 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. 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

From: S[redacted], Vanessa Sent: Tuesday, November 10, 2015 9:47 AMTo: '[redacted].com'Subject: Amtrak Response Dear [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.  I have forwarded a copy of your letter to the responsible management for review and appropriate handling.  Amtrak does not offer refunds in these types of cases.  Therefore, I must respectfully decline your request for reimbursement.  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[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear Mr. E[redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to learn that you think you are a victim of fraud.  Please accept my sincere apologies.  After speaking with representatives from Amtrak’s Credit Sales Department, I have been advised that we cannot launch an investigation without a reservation number or credit card number.  We cannot locate information with just your name.  We need travel dates and destinations. If you care to, you may forward your information to my attention at :  [redacted]. I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

[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]

Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our train managers and station managers regarding your unfortunate experience at New York Penn Station as well as on board your train when traveling with us...

on August 20.  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 and 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. We regret that the restrooms were unsanitary.  Enroute it is the responsibility of the car attendants to ensure that restrooms are cleaned and that supplies are available.  You have our assurance that we will continue to work toward this goal and make progress as we move forward.  Your comments are indispensable for the success of our mission and we appreciate your bringing this to our attention. Amtrak does not offer refunds in these types of cases.  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-[redacted], 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 sent to:  [redacted], which includes the Transportation Voucher number, amount, expiration date and additional redemption information.   Once again, thank you for writing. We value your patronage. Sincerely,   Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted], N.E. | Washington, DC 20002

From: F[redacted], Aluster 
Sent: Tuesday, October 28, 2014 1:17 PM
To: '[redacted]'
Subject: Amtrak Response - Case # [redacted]
 
Dear [redacted]:
Thank you for your recent correspondence.
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. 
 
I hope that you will allow me to add my apologies to those already expressed by our Customer Relations Desk for disappointing you.  We hope you will travel again at least partially “on us” using the Transportation Certificate that you were issued in the amount of $110.00.  The Certificate must be redeemed on or before September 16, 2015, and is not transferable. 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[redacted]
Customer Relations Specialist
Case #: [redacted]
--Original Message--
From: [redacted]
Date: 9/4/2014 3:38:58 PM
To: [email protected]
Subject: Travel Feedback
Reservation Number:
Trip/Event Date: 08/25/2014, 07:00
Message:
I was travelling from [redacted] PA to [redacted] MA. The train was 6 hours late and apart from that there was no clear intimation that the train would be so late. I reached the destination 7 hours late and could not find a cab to reach at my home in [redacted].It was a real horrible service and I had to be at the station until 5 AM to get a cab which was not safe for me being a female.

From: [redacted], Vanessa Sent: Thursday, February 26, 2015 1:33 PMTo: '[redacted].[redacted].com'Subject: Amtrak Response Dear Mr. [redacted]: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. Once again, thank you for your patience and understanding.Sincerely,Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

I would like for the manager of the Amtrak to explain why the man closed the gate while we were standing in front of the gate waiting on him to put the luggage on the rolling rack for the baggage claim.  He also failed to tell either of the front desk clerks that we were still waiting.  I...

just did not understand the whole process of the clerks rudeness and unhelpfulness.I would like to know what time the gate is closed for baggage claim and the detail process and procedures for processing the luggage.Thank you

Subject: Re: Amtrak Response
To: "S[redacted], Vanessa" <S[redacted][email protected]>
Cc: [email protected]
Ms. S[redacted],
I regret to say that I am still disappointed in the service provided by Amtrak and I am not satisfied by the resolution that you have provided.  I traveled on August 11th on a New York to [redacted] train that did not reach it's final destination.  The fare that I paid for that leg of my round trip from [redacted] to New York was $37.00.  I have no knowledge of the $25 transportation certificate which you mentioned in your previous email as I have never been able to speak with nor have I been contacted by a customer relations' representative even though I have made phone calls, in-person attempts, and written requests over the past seven weeks to resolve this issue.  If a transportation certificate has been issued, it is unclear how the certificate will reach me (i.e. via credit card refund or mailed check).
Can you please explain why my request for a full refund of my ticket was denied and also explain how you understand that I have had a conversation with a customer relations' representative?  You are the first Amtrak representative to contact me regarding my request to Amtrak and subsequent complaint to the Revdex.com.
I understand that delays are unavoidable when it comes to travel; however, I recommend that you make it standard practice to issue refunds to all passengers on trains that do not reach their final destination.  Passengers on my train were transported from Rhode Island to [redacted] on a [redacted] Bay Transportation Authority commuter train after an Amtrak train became disabled.  I believe this would serve to provide a financial disincentive for Amtrak to operate trains which could fail, would eliminate the frustration of customers attempting to seek a refund for a service not provided, and may actually help to give Amtrak the reputation of a proactive rather than slow-to-react organization when it comes to customer service.
Sincerely,
[redacted]

From: S[redacted], Vanessa Sent: Friday, August 07, 2015 4:49 PMTo: [redacted]@[redacted].com'Subject: Amtrak Response Dear [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 while traveling with us in June.  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.  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 August 6, 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

Dear Richardine J[redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry for the cold conditions you report that you experienced on our trains.  Amtrak’s first priority is to make sure our passenger cars are in good working order....

 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.  Please be assured that your concerns have been reviewed by the appropriate train managers.    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.    However, I understand that, as a result of your conversation with our customer relations’ representative, a Transportation Certificate in the amount of $50.00 has been issued as compensation for your inconvenience.  I hope that you will use it toward the purchase of your next Amtrak ticket purchase. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S[redacted], Vanessa 
Sent: Friday, August 08, 2014 10:32 AM
To: '[redacted]'
Subject: Amtrak Response
 
Dear **. [redacted]:
 
We are in receipt of correspondence written on your behalf from the Better Business...

Bureau.
 
It was disappointing to read that  you received misinformation from one of our employees regarding making changes to your reservation and a higher fare.  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 reservation, we found that you booked your reservation at Amtrak.com, and you did not apply the disability discount to your fare at that time.  When you asked to make changes to your reservations, the agent correctly charged an additional fare, even with the disability discount applied.  We are sorry you were not aware that any changes made to an existing reservation may result in a higher fare.  I apologize that a lower fare was not available. 
 
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 $25.00 is being held on file.  It is valid towards the purchase of future Amtrak travel.  The Certificate must be redeemed on or before August 8, 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.  It would also expedite matters when you call if you refer to case number  [redacted].
 
Once again, thank you for writing.  We value your patronage.
 
Sincerely,
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to learn about the difficulties you experienced when attempting to travel on August 12.  Please accept my apologies for your inconvenience.  The boarding...

process varies from station to station, and at some stations it may be necessary to close boarding gates three to ten minutes prior to train departure.  In addition, to monitors at  Washington Union station, our customer service representatives make announcements about boarding times and gate locations.  Amtrak recommends that you plan to arrive at least 30 minutes prior to your scheduled departure to ensure that you will be able to board your train safely.  Complete information regarding boarding can be found on Amtrak.com. Amtrak does not offer compensation in these types of cases.  Therefore, I must respectfully decline to provide the compensation requested. Once again, thank you for writing.  We value your patronage. Sincerely,  Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002