Business Profile

Railroad

Amtrak

Headquarters

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Complaints

This profile includes complaints for Amtrak's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

438 total complaints in the last 3 years.
141 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Left my laptop on a train (at the final destination) after a 2 hour delay and arriving at the destination at 1:30AM. Noticed quickly, and called. I was told the train has gone to the train yard for the night, wake up at 5:30AM to call when they first open so that you can catch the train before it leaves, because then it will take up to 3 months to get your laptop back.Called at 5:30AM, told to call back at 8AM when more people are in. Called at 8AM, told to file an official report, and call back after. I do this and call back after and they say they can't help me until the lost and found people come in at 2PM. I call at 2PM, and am told lost and found is not coming in today (and overhear one of the workers complaining that "I've been calling all day about this stupid laptop, tell him we can't do anything"). They now say there is no guarantee lost and found will come in the next day either and there's nothing they can do.First of all, I am only calling following your instructions! I got zero sleep on a work day calling at the times you recommended (between the train delays and you telling me to wake up at 5:30AM). Second it's a laptop, it's important, and you're about to ship it on a train to nowhere, when I can currently track it and it's it at the station! Please just check the 4th car, left sided seating where I told you I was sitting! Ridiculous for them to be so unhelpful with an item that is so important, and on top of that complain about me following their directions. Very disappointed in Amtrak.
Business Response
Date: 01/23/2024
We appreciate your taking the time to bring your concerns to our attention. If you happen to lose or misplace something on the train or in a station, we encourage you to submit a lost item report so we can try to help you find it. You can submit a lost item report online by visiting amtrak.com/reporting-lost-items. Once you fill out the online form you'll get an email with your Lost Item ID tracking number. Our team will continue to look for your item and provide you with regular email and/or text updates on the status of the search. Thank you for contacting Amtrak regarding this matter and we hope to see you onboard again, under more ideal circumstances.
Initial Complaint
Date:01/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ticket with Amtrak in 6/23. I had to cancel trip because of a medical emergency. I paid for a refundable ticket and Amtrak will not issue a refund.
Business Response
Date: 01/23/2024
We appreciate your taking the time to bring your concerns to our attention. We are sorry to learn of your dissatisfaction with Amtrak's cancellation and refund policy. According to our records, reservation ****** was cancelled and refunded accurately according to the terms and conditions of Amtrak's cancellation and refund policy. As information, when a passenger requests to change or cancel his or her travel plans due to an illness and upon presentation of a doctors note Amtrak will modify or waive fare change and refund policies that would have normally applied to that change or cancellation had it been made voluntarily. This waiver will apply to all persons in the ill passengers party. We encourage you to submit and applicable documentation and we will reconsider. Thank you for contacting Amtrak regarding this matter.
Initial Complaint
Date:01/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The business markets a flex option for ticket purchases implying that consumers have the ability to change departures times with no fees, their algorithm appears to jack up prices leading up to departure time and consumers are less to believe that there is no fee but when contacting the business there is indeed an additional fee stemming from the increase in prices.
Business Response
Date: 01/23/2024
We apologize for your disappointment with our fare structure. Amtrak, like airlines, uses a pricing system for setting fares that allows fare reductions based upon availability when tickets are purchased in advance. The fares can vary depending upon the route, date, and number of seats that have already been sold on a particular train. Demand for specific trains or routes can also affect the pricing levels that are available. 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. We are sorry a lower fare was not available at the time of your purchase.
As information, Amtrak does not authorize monetary refunds when transportation has been provided, nor do we offer monetary compensation for inconvenience. Therefore, we must respectfully decline your request. Although our response is not favorable, please be assured that Amtrak takes your comments and feedback seriously. Thank you for contacting Amtrak regarding this matter and we hope to see you onboard again soon.
Initial Complaint
Date:01/15/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had booked a train to Detroit. The weather has been known for the last few days, that it would be very cold and a lot of snow. So Amtrak waited until just about 2 1/2 hours before the train was supposed to have left the station to send an email saying that they canceled it but to call as they had other transportation. I called and a rude uncaring agent just said the other transportation was for late tonight. I am going to Detroit for a very expensive concert and I couldn't take the later trains or the whole trip would be worthless. I paid hundreds of dollars for the concert ticket. Hundreds for the hotel and paid an extra $40 to check in early so I could get to the concert online. The train is next to the Qline in Detroit so it is free, but now I had to book a bus at the last minute and will need to take **** to my hotel. In August they canceled my train in Detroit and put us on a bus. They had said they were giving me a credit and then never did. The bus I now have to take is in a small town so there is no indoor waiting room. At 70 years old, I will now be waiting in a windchill temperature of - 30 degrees. Both agents at Amtrak didn't care, as I assume the CEO of Amtrak treats them as he does his customers. With an F rating, I assume I'm wasting my time, but Amtrak needs to have the Secretary of Transportation to take control and manage this business as the CEO does not.
Business Response
Date: 01/19/2024
We appreciate *********************** taking the time to bring his concerns to our attention. According to our records, a monetary refund of reservation ****** has been issued as well as monetary reimbursement of expenses incurred with other service providers in the amount of $79.55. Amtrak considers this matter to be resolved.
Customer Answer
Date: 01/19/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
Date:01/15/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today (1/14/2024) at 4:30pm, we received a last minute call from Amtrak that our train from SEA to VAN at 5:40pm was cancelled. Since we had to be back home by Monday morning (1/15/2024) for work, we asked if we could reschedule to the 7:50pm train but it was also cancelled. So, we couldn't reschedule and we had no choice but getting refund. We found greyhound tickets ($133.97 for two of us) and then we had to go to the sea-tac ********* station. If Amtrak wasn't cancelled, the **** cost to the Amtrak station would have been about $12, but we paid $72.30 for **** to go to the greyhound station. Also, if Amtrak wasn't cancelled, the **** cost from the Amtrak station to our home would have been about $35, but since ********* doesn't stop in Vancouver, we had to ride **** home from Portland and it cost us $64. I'd like to get reimbursement for those differences. ($133.97 - $78) + ($72.30 - $12) + ($64 - $35) = $145.27. Thank you.
Business Response
Date: 01/23/2024
We appreciate your taking the time to bring your concerns to our attention. We are sorry that you were negatively impacted due to a service disruption, and we are disappointed that we did not meet your expectations on this occasion. We strive to deliver a comfortable and enjoyable travel experience for all of our customers and regret that we let you down. At Amtrak, we are continually evaluating customer satisfaction, and the information you have provided is used to help us in our efforts to improve our service.
As information, Amtrak does not authorize monetary reimbursement of expenses incurred with other service providers, nor do we offer monetary compensation for inconvenience. Therefore, we must respectfully decline your request. Although our response is not favorable, please be assured that Amtrak takes your comments and feedback seriously.
According to our records, a monetary refund of reservation ****** has been issued in the amount of $78. Please accept our most sincere apologies for this matter and we hope to see you onboard again, under more ideal circumstances.
Initial Complaint
Date:01/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/31/2023, my husband, ***********************, and I were part of a group purchase of coach tickets. Our tickets were purchased by ********************* and we reimbursed her for the round trip total of $84.86. On 1/7/2024, we boarded train *** in Davis, CA, with the destination being *****Stadium in Santa Clara, a 2.5 hour trip. We ended up having to stand up the entire way there. Here's is my complaint: FIRST: Plenty of seats were available when we boarded the train, but passengers who were already on the train were allowed to save those seats, with no real proof that any ticket-holding passenger would be seated there at a later time. When a ticket-holding passenger boards the train, any and all open seats should be made available, any practice that allows otherwise is bad business and horrible customer service. Saving seats should NOT be allowed under any circumstances. SECOND: TRAIN STAFF ADMITTED TO US THAT THE TRAIN WAS OVERSOLD, AND THAT WE SHOULD TRY TO GET A REFUND FOR THAT PORTION OF OUR TRIP. How and why was it oversold? Overselling a train and forcing passengers to stand is at best a safety issue in the event of a possible derailment or collision! While I acknowledge that the ticket says "Seats may not be available and you may have to stand", my question is WHY? In our case, in one section alone, 5 seats were available when we boarded, we just weren't allowed to sit in these seats as they were "saved"! Other members of our group lucked out, they were taken by train staff to the crew area where they were seated and treated well. My desired settlement is a refund of 1/2 of our total fare, $42.43, for my husband and I-for being forced to stand entire way to the stadium on train ***. This can either be refunded to ********************* as she initially paid for all the tickets, or refunded directly to me. Amtrak needs to make this right!
Business Response
Date: 01/23/2024
We appreciate your taking the time to bring your concerns to our attention. We are sorry to learn that there wasnt an available seat on your recent trip. On an all-reserved train, there should be a seat for each passenger.We book trains to account for no-show customers who reserve seats and do not travel. However, like other carriers, we use mathematical models to predict this factor, and we apologize that your train was overcrowded. An error in our forecasting or a shortage of equipment can cause this to occur.
As information, Amtrak does not authorize monetary refunds when transportation has been provided, nor do we offer monetary compensation for inconvenience. Therefore, we must respectfully decline your request. Although our response is not favorable, please be assured that Amtrak takes your comments and feedback seriously. Please accept our most sincere apologies for this matter and we hope to see you onboard again, under more ideal circumstances.
Customer Answer
Date: 01/31/2024
[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: ********

I am rejecting this response because:
You, Amtrak, claim to want your passengers to have a great experience when traveling on your trains, but you refuse to provide the smallest refund because of "an error in our forecasting". Per your response: "We appreciate your taking the time to bring your concerns to our attention. We are sorry to learn that there wasn’t an available seat on your recent trip. On an all-reserved train, there should be a seat for each passenger. We book trains to account for “no-show” customers who reserve seats and do not travel. However, like other carriers, we use mathematical models to predict this factor, and we apologize that your train was overcrowded. An error in our forecasting or a shortage of equipment can cause this to occur."
This response is absolutely unacceptable to me, and here's why:
AGAIN-there were seats available when we boarded, but we were not allowed to sit in them, as existing passengers were "saving" them. When we brought this to the attention of train staff, we were informed that this practice was being allowed-even though in your response noted above, you say that "on an all reserved train, there should be a seat for each passenger". We were ticket-holding passengers, and what should have happened is that your train staff should have escorted us to those open seats and informed those persons saving seats that whoever they were saving the seats for would need to find their own seats at the time that they actually boarded, if they boarded! This is common sense and good customer service. We were also told that the train was probably oversold, and that we would "unfortunately have to stand, but that we should definitely contact Amtrak and ask for a refund"! So, when I reach out per the advice of your train staff, you deny the refund for a reason that makes no sense given the circumstances!
This is a terrible way to treat customers that you claim to value.
In addition, your error in forecasting caused this train to be not just a bit overcrowded, but VERY overcrowded. This isn't merely a case of an error with your forecasting models, this is a potential serious safety issue for your passengers. There were a couple of instances where people standing near me nearly fell when the train lurched. One man was elderly and could have been injured. I will be contacting the Federal Railroad Administration to let them know of our experience.
If you claim to value your customers and mean it, I maintain that the small refund requested is the very least Amtrak can do to make this right.

Regards,

*******************
Initial Complaint
Date:01/12/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Amtrak train on Thu 1/11/2024 from WAS-NYP got delayed for 48 min. I would like to ask for a compensation for this delay.
Business Response
Date: 01/23/2024
We appreciate your taking the time to bring your concerns to our attention. On-time performance is a major priority at Amtrak. We make every effort to operate on-schedule, because we know how frustrating a late train is to our passengers. We are sorry that Train *** was late and that you were negatively impacted. While we do not guarantee on-time performance, we understand that delays inconvenience our passengers.
According to our records, Train 134 arrived in New York 41 minutes behind schedule. While we regret the inconvenience, we consider this to be a routine delay. Therefore, we must respectfully decline your request for compensation. Although our response is not favorable, please be assured that Amtrak takes your comments and feedback seriously. Please accept our most sincere apologies for the delay and we hope to see you onboard again, under more ideal circumstances.
Customer Answer
Date: 01/23/2024
[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: ********

I am rejecting this response because: Amtrak didn't compensate and treated this as delay normal.

Regards,

**** **
Initial Complaint
Date:01/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amtrak is falsely advertising that their service from LA to SF is via train when it is actually train from LA to Santa Barbara and Bus from Santa Barbara to SFO. We requested a refund and they declined. Here is their listing. It shows Pacific Surfliner, but it does not say BUS SERVICE they just delete Pacific Surfliner on the 2nd route. They also charge more for this service for a longer transit (11 hrs vs 8 hrs on bus) and for more cost $20 more than bus. This is HARMFUL TO CUSTOMERS WHO PAY MORE FOR AN AMTRAK TRAIN EXPERIENCE, BUT are switch and baited to a bus service. We are requesting; 1) a refund 2) more accurate descriptions of their service and routes for purchasing passengers
Business Response
Date: 01/23/2024
We appreciate your taking the time to bring your concerns to our attention. We are sorry to learn that you were unaware of the bus portion of your reservation. As a one-time courtesy, we have authorized a partial monetary refund of reservation ****** in the amount of $21. This will be issued to the original form of payment. Please accept our most sincere apologies for this matter and we hope to see you onboard again, under more ideal circumstances.
Initial Complaint
Date:12/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
7/21/23 I purchased a ticket from Amtrak. -The return train broke down. -We were forced to stay on the train, and due to it being broke down, there was no airflow.- I was seated next to a woman who was heavily intoxicated. Amtrak continued to serve her until the following morning, wheni reported it to the conductor. While the train was down and we were trapped on there, she was having a panic attack. Another passenger finally climbed out a window to alert train staff.-The inebriated woman was making me and the other passengers worried for our safety. -The staff on the train were rude.-The train was filthy. -A large group of people were aloud on despite the fact that they smelled like they haven't bathed in weeks. -The train delay caused me to miss a work shift, and I was forced to pay for an extra day of pet boarding. -They didn't announce dinner, so I had to go hungry. -I find it hard to believe that it's even legal to treat humans like this.- I don't want a voucher. I will never use Amtrak again. My money needs to be refunded. -The train conductor told me my experience was cause for a full refund. I have contacted *************************** with Amtrak's corporate department repeatedly, and rather than addressing the multiple issues, he responds back with a form letter just addressing the delay, so I'm pretty sure he hasn't even bothered to read my emails.*************************** needs to call me at ************. -*************************** supervisor needs to call me regarding the fact that he doesn't know what happened, despite the fact that I have sent him dozens of emails. -*************************** needs to send me a written apology for the way Amtrak, and HE PERSONALLY treated me. The full amount of my ticket needs to be refunded. $354. This is non-negotiable.
Customer Answer
Date: 01/02/2024
Hi I believe I put the wrong name of the Amtrak employee who is causing the problem. His name is ***************************, and he a customer relations department at Amtrak's *********, ** office. His email is ************************@amtrak.com and the phone number at that office is ************. I do not know the name of his supervisor, but I need to speak with them about him.
Customer Answer
Date: 01/02/2024
If **** ignores communication from the BBB, I can provide you with another phone number for him.
Business Response
Date: 01/03/2024
We provided the following response to ********************** today.
From: **************************
Sent: Wednesday, January 3, 2024 10:41 AM
To: ******************************* <*****************************>
Subject: Amtrak Follow Up - Case *******

Dear **********************:

Thank you for contacting us recently. I am responding on behalf of the Corporation.

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 inconvenience and frustration this caused you. The delays were beyond Amtrak's immediate control. In spite of our best efforts, delays are an unwelcome but unavoidable part of the transportation business.

Please also accept our apologies for the problems you experienced with climate control. Amtrak's first priority is to provide safe, clean, 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 our passengers have come to expect and will continue to work toward that goal. All of this notwithstanding, the fact remains that we let you down, and we again apologize. Your comments have been forwarded to the appropriate managers for review.

I also regret the inconvenience you experienced while traveling due to fellow passengers. Our train crews strive to make our customers' travel comfortable and enjoyable; therefore, it was disappointing to learn that your trip was spoiled by the conduct of fellow passengers.

The Conductor is responsible for maintaining smooth operation of the train, and we are sorry to learn that this did not occur. 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. Be assured that your concerns have been forwarded to the responsible management.

We appreciate your taking the time to send us your concerns. We would very much like to have the opportunity to serve you again under better circumstances. Therefore, in addition to the original Transportation Voucher in the amount of $75.00, I will offer an additional Transportation Voucher in the amount of $279.00. This combined amount represents the value of your round trip travel. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling **************, or at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. An email confirmation has been sent to this email address: ****************************** Kindly review the terms and conditions for use. It will include the Transportation Voucher number, amount, expiration date and additional redemption information.

Once again, thank you for contacting us. If you have any other concerns, you can reply to my email with further information.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *************@amtrak.com
Customer Answer
Date: 01/04/2024
[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: ********

I am rejecting this response because:
As I have already told Amtrak dozens of times, the delay was the most minor issue out of everything Amtrak did to me and the other passengers, and not to offer me a voucher, because I'm not taking the train ever again.

Regards,

*****************************
Customer Answer
Date: 01/04/2024
**********************, his supervisor, and Amtrak's legal department need to call me in addition to my full refund. None of this is negotiable.
Customer Answer
Date: 01/04/2024
************************* does not answer his calls or return voicemails. The number for his office is ************. I have also included screenshots of my receipt, my message to ************** clearly stating the amount and that a check in that amount needs to be mailed to me because the card I used is no longer active, and his reply, which shows that he did not read this information.
Customer Answer
Date: 01/04/2024
************************* does not answer his calls or return voicemails. The number for his office is ************. I have also included screenshots of my receipt, my message to ************** clearly stating the amount and that a check in that amount needs to be mailed to me because the card I used is no longer active, and his reply, which shows that he did not read this information.
Business Response
Date: 01/04/2024
********************** has been contacting our office email and leaving voicemails on our office phone multiple times a day requesting to speak with us and a manager. She requested a full refund of her roundtrip. Out of consideration, we provided a refund of the return ticket that she addressed concerns with. The refund was processed to the original form of payment. We also allowed the previously discussed voucher to remain on file, if she chooses to travel with us again. She is still requesting further refund and for the refund to be processed to a different form of payment then it was originally purchased on. If all her conditions are met, she still requests to speak with a manager. We believe our offer was fair and the following responses were sent to ***********************
From: **************************
Sent: Thursday, January 4, 2024 12:59 PM
To: ***** <*****************************>
Subject: Amtrak Follow Up - Case *******

Dear **********************:

Thank you for your follow up correspondence.

After further review of your case, I have authorized a full refund of your return ticket as a one-time courtesy. An automated credit in the amount of $143.00 was applied to the ********** account used for the purchase of your tickets. This procedure has been performed electronically, and a paper receipt is not generated, but you can expect the refund to be posted to your account within 10 business days.

The Transportation Vouchers will remain on file if you choose to travel with us again and can be redeemed on Amtrak.com, by calling **************, or at station ticket offices. The Transportation Vouchers are valid for one year towards future Amtrak travel and are not transferable. An email confirmation for each voucher has been sent to this email address: *****************************. Kindly review the terms and conditions for use. It will include the Transportation Voucher numbers, amounts, expiration dates and additional redemption information.

Please understand that this is the office of final appeals on matters and we must respectfully decline to provide any further refund or compensation regarding this matter. While I cannot accommodate your request, I do hope that we see you on board again soon.

Once again, thank you for writing. We appreciate your understanding and hope that you will give us another opportunity to serve you under better circumstances.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *************@amtrak.com

From: **************************
Sent: Thursday, January 4, 2024 5:17 PM
To: ***** <*****************************>
Subject: RE: Amtrak Follow Up - Case *******

Dear *********************:

Thank you for contacting us again.

Please understand that we can only refund to the original form of payment used to purchase your ticket. If you have closed your account, please contact your bank as they will be able to assist in getting the refund back to you. You may want to wait about 10 days before contacting the back so that the refund has some time to appear on your closed account. We must respectfully decline to provide a refund to a different form of payment.

As information, I have been assigned the final handling of your case, and I have discussed it at length with my manager. I am sorry that you are dissatisfied with my answer, but we believe that the compensation provided to you was adequate; therefore, we must respectfully decline any further refund or compensation in this matter. With due respect, this will be the final reply from Amtrak and we will not be responding further to any additional correspondence regarding this matter.

Once again, thank you for writing. We hope to see you on board again soon.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *************@amtrak.com
Customer Answer
Date: 01/05/2024
This is the most ridiculous thing I have ever heard. Amtrak's conductors are employed by Amtrak. They are not independent contractors. If the conductor wasn't doing his job, Amtrak needs to address it with him. I didn't hire him. It's not my problem if he didn't do his job.
I have also told ************** multiple times that I need to speak with his supervisor, and he is pretending not to notice. If he's worried about getting into trouble with his boss, that's not my problem, either. I need his supervisor to call me.
Customer Answer
Date: 01/05/2024
This is the most ridiculous thing I have ever heard. Amtrak's conductors are employed by Amtrak. They are not independent contractors. If the conductor wasn't doing his job, Amtrak needs to address it with him. I didn't hire him. It's not my problem if he didn't do his job.
I have also told ************** multiple times that I need to speak with his supervisor, and he is pretending not to notice. If he's worried about getting into trouble with his boss, that's not my problem, either. I need his supervisor to call me.
Business Response
Date: 01/08/2024

From: **************************
Sent: Friday, January 5, 2024 2:53 PM
To: '[email protected]' <[email protected]>
Subject: ***************************** - BBB Case ********

BBB ID ********

In regard to the above case number, ********************** has been contacting **** and my office email multiple times a day (in some cases as many as 20 emails in a day) asking to speak with a manager. She has somehow managed to also get both of our private office numbers, which is not for public knowledge and is only for internal communications and has been leaving several voicemails on our phones.

The phone number she posted on the BBB site is not for public knowledge and should promptly be removed or hidden. Our office only responds through email communication and she had addressed her concerns on the phone with our Customer Relations Department at the call center but does not accept the resolution there either.

Our office of final appeals has tried to address the matter at hand as best as we possibly could, but she continues to email and call our office multiple times a day expecting a full refund of her round trip travel. Her concerns involved only her return travel. She has no documented issues on her outbound travel. As a courtesy, we fully refunded her return trip travel and she was even provided a voucher to redo her round trip travel, which we believe is fair and do not believe further refund or compensation is warranted.

She also requests the refund that I offered to be returned to her in a different form of payment than originally purchased. We are only able to refund to the original form of payment and advised her to contact the bank of her closed account to advise of anything returned so they could assist her with that matter. We are unable to authorize refunds to another form of payment or as a check.

She is still requesting further refund and for the refund to be processed to a different form of payment then it was originally purchased on. She also wants to speak to our manager even if all the conditions are met. I have addressed this with our manager and we believe we have been more than fair and sent a final email to her which is documented on the BBB case. We feel that no further response is necessary at this time. Could you please kindly review this case for clarification?

Thank you,

*************************

Customer Relations Specialist

Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001

Email: ****************************************************

Customer Answer
Date: 01/08/2024
I "somehow obtained" their phone number with a 2- second ****** search.
Customer Answer
Date: 01/12/2024
Amtrak needs to delete those vouchers. I have stated multiple times that I do not want them. I'm not giving them to my family or friends either, because I don't hate them, so I will not subject them to conditions that aren't even fit for livestock.
Customer Answer
Date: 01/12/2024
[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: ********

I am rejecting this response because: I have told Amtrak MULTIPLE times that I am not traveling with them ever again, so I don't want their vouchers. They need to delete them. I'm not giving them to my friends or family either, because I don't hate any of them. Offering them to me after everything they did is insulting. If I want to send someone on a vacation, i will buy tickets from a reputable airline. They also need to refund the rest of my purchase. I have been trying to get them to make this right for months, and I believe they were purposely dragging it out that long in the hopes that I would just give up and let them get away with their disgusting business practices.
Regards,

*****************************
Customer Answer
Date: 01/12/2024
I also want to add that the overwhelming horrible reviews back up everything I've told you about this disgusting business, just like I'm sure the other BBB reviews do. Attached are the FIRST 5 CONSECUTIVE reviews I found online. I have given the BBB ample proof that Amtrak doesn't care about it's customers at all.
Customer Answer
Date: 01/12/2024
More proof that Amtrak abuses it's passengers, including the information listed on the BBB website, so you actually already have proof that everything I've said is correct.
Initial Complaint
Date:12/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I provided my feedback/complaint to Amtrak for my travel experience on July 24 2023. They assigned a Case Number (********) but never really did anything about it. I followed up with a phone call recently and the customer service agent could not even find my complaint or the reservation (citing possible deletion of record by their system). Original complaint: My train on July 22 from New York to Providence (150 Northeast Regional) was delayed for more than 45 minutes. It departed Penn Station on time but somehow, got delayed throughout the trip and there were even police and K9 on board when we stopped at Connecticut. It was really frustrated because I have an appointment with friends and everyone else in the group was waiting for me. I would request a refund to this trip. Reservation number ******.
Business Response
Date: 01/12/2024
We appreciate your taking the time to bring your concerns to our attention. On-time performance is a major priority at Amtrak. We make every effort to operate on-schedule, because we know how frustrating a late train is to our passengers. We are sorry that Train 150 was late and that you were negatively impacted. While we do not guarantee on-time performance, we understand that delays inconvenience our passengers.
According to our records, Train 150 arrived in Providence 48 minutes behind schedule. As information, any delay under one hour is considered a routine delay. While we regret the inconvenience, we must respectfully decline to issue compensation. Although our response is not favorable, please be assured that Amtrak takes your comments and feedback seriously. Please accept our most sincere apologies for this matter and we hope to see you onboard again, under more ideal circumstances.

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