Complaints

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

close

Find a Location

Amtrak has 51 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Amtrak

  1 Massachusetts Ave NW Office Of Customer Relations Washington, DC 20001-1401

• 

  Amtrak

  60 Massachusetts Ave NE Washington, DC 20002-4285

• 

  Essex Junction Station

  29 Railroad Ave Essex Junction, VT 05452

• 

  Amtrak

  125 W 14th St Erie, PA 16501

• 

  Amtrak

  66 Lymon Street Springfield, MA 01103

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:06/22/2023

  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.

  I purchased 2 one way ticket thru Amtrak from El Paso Texas to Chicago Illinois to leave June 1st 2023 and arrive June 3rd. Somewhere in that time frame one of my checked baggage went missing. I waited for over an hour at Chicago Union Station to see if Baggage claim area can locate it. The person there didn't even know who I had to contact. On the 4th of of June I made an online report thru ***********. I've received 2 emails from them stating that still unavailable to locate my baggage. On June 6th I called Amtrak's Customer Relations department and was able to do a claim with them. I call them every 2 days for a status update. I've been told that the agent in charge of my claim will be in touch with me and to this date I've gotten no phone calls. On June 21st Customer Relations advised me that my claim was sent to Corporate Office that they have unable to locate my baggage. They gave me an email address and to send them an email for they can give me an update. Again nothing has been sent to me. The baggage in question was my whole wardrobe, I've had to borrow money that I Don't have to buy clothes, I'm planning on staying in Illinois for 2 months and it's been a very stressful situation for me. All I'm asking is for Amtrak to at least have the courtesy to contact me and for a resolution to my situation.

  Business Response

  Date: 08/02/2023

  Please see our resolution sent to ************** earlier today to resolve her claim.

  From: *************

  Sent: Wednesday, August 2, 2023 9:43 AM
  To: ************************
  Subject: Reply from Amtrak, Case #*******
  
  Dear **************,
  
  Thank you for your recent e-mail. Please accept my apologies for the problems you encountered.
  
  We are sorry for the inconvenience you experienced as a result of your lost luggage. We have concluded our investigation and regret that we have not located your bag. As information, Amtrak's maximum liability for items placed in checked baggage service is $500.00. Therefore, your claim has been approved for $500.00. A check in this amount will be mailed to you and will represent full and final compensation in the resolution of your claim.
  
  Again, thank you for your e-mail. We look forward to the opportunity of serving you again under better circumstances.
  
  Sincerely,
  
  *******************
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *******************@amtrak.com

• Initial Complaint

  Date:06/19/2023

  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.

  I was helping my disabled mother who travels with a wheelchair on to the train because the conductors refused to help her and wasn't let off the train, they trapped me within the train and refused to stop or let me off.

  Business Response

  Date: 08/04/2023

  Message
  Details
  3:43 PM | Jul 10
  
  From: Amtrak Customer Support
  To: 
  *********@*****.com
  Email Details Dropdown Toggle
  
  Dear ********* *****,
  
  Thank you for your contact. The Better Business Bureau has sent your travel experience directly to us at Amtrak to handle with you directly.
  
  We are eager to answer your questions and to resolve any issues of concern to you, but we are unable to reach you by phone. We would like to talk with you personally. Please call us at your earliest convenience and we will provide you with immediate, courteous and personalized service.
  
  Please call our toll-free number 1-800-USA-RAIL (1-800-872-7245) and ask for Customer Relations. We are available Monday through Friday, from 8 am until 8 pm (Eastern Time). To help us serve you better, please have your case number available when you call.
  
  If you would prefer, I can call you personally. I would ask you to reply directly to this email with the best date and time to call you. I am in office Monday through Friday from 8:00 AM until 4:30 PM EST. I check my email periodically throughout the day and will respond as soon as I see your reply.
  
  We look forward to hearing from you.
  
  Sincerely,
  

  ******
  Amtrak Center of Excellence
  
  Case ID: ********
  
  Amtrak.com | Routes & Stations | Deals | Plan a Trip | AmtrakGuestRewards.com | Help
  
  Amtrak is a registered service mark of the National Railroad Passenger Corporation.
  ref:***************************

• Initial Complaint

  Date:06/18/2023

  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.

  Amtrak delayed our train from Roanoke to Washington DC for over 3 hours without providing customers with information about the delay and updated departure time. My particular concern is with the state of the station. We were stranded on an outdoor platform in 85 degree heat without water, restrooms or seating. Elderly people were laying on the pavement without any support or customer care from Amtrak. There was not a single Amtrak representative on site. When we called to get updates on the train, Amtrak was unable to provide information. People were afraid to leave to use the restrooms or get water because we didn’t know if the train would be arriving momentarily, or hours later. It seemed like a violation of customer rights. We were forced to cancel the train after waiting on the ground of the platform for 3 hours to get an **** to the airport and arrange a rental car for alternate transportation.

  Business Response

  Date: 08/16/2023

  From: ******, ******* 
  Sent: Wednesday, August 16, 2023 11:25 AM
  To: '************@*****.com' <************@*****.com>
  Subject: Amtrak Response
  
  Dear *** ***** *****:
  
  Thank you for your
  writing.
  
  At Amtrak, we are
  committed to providing a safe and comfortable customer experience to the over
  500 cities and towns we serve across the country.  Our service is made
  possible in part by federal funding, and we are continually evaluating areas to
  reduce our need for funding.  In line with this, we must allocate
  resources and personnel to stations based upon the ridership and revenue
  generated at each.  After a thorough assessment, the decision was made not
  to staff stations with low passenger volume, especially when our customers
  increasingly use automated machines and online ticket reservations.
  
  We apologize for
  the lack of communication you received during this experience.  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.  A
  copy of your complaint has been forwarded to the appropriate management for
  review and corrective action in hopes we can provide better service in the
  future.  Please accept my sincere apology for your inconvenience.
  
  In this situation,
  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. 
  We have reviewed your request and must respectfully decline your appeal for
  reimbursement of your travel expenses. 
  
  Once again, thank
  you for writing.  We hope to have the privilege of serving you in the
  future.
  
  Sincerely,
  
  Customer
  Relations Specialist, Office of Customer Relations
  Amtrak |
  1 Massachusetts Avenue NW | Washington, DC 20001
  Email: **************@amtrak.com
  
  Case #: ********
  

• Initial Complaint

  Date:06/17/2023

  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.

  Round trip from Vancouver Wa to Seattle. May 13-15. Paid business class both ways. $121 in total. Paid insurance of $9. Train was delayed by one hr to Seattle. Food at the bistro was gone by 11am! On my way home, Seattle to Vancouver,Wa, train delayed for FOUR HRS, w/o notifying passengers properly. Had to take the bus home, not what I paid for. CANNOT GET AHOLD OF AMTRAK FOR A REFUND. I did receive a generic apology email from Amtrak, that they would send a voucher w/in 5-7 days. NOTHING HAS ARRIVED. I’ve also emailed many many times with no replies. It’s been a month. I just want to be refunded my money for the service I paid for and did not received. I truly believe Amtrak wants me to give. I will not. I want my refund. I hope the BBB can assist me with this aggravating frustrating situation I’ve been dealing with for ONE MONTH! Thank you!

  Business Response

  Date: 08/04/2023

  Message
  Details
  9:22 AM | Jul 12
  
  From: Amtrak Customer Support
  To: 
  ******* *******
  Email Details Dropdown Toggle
  
  Dear ******* *******,
  
  Thank you for your correspondence. Our Social Media Team has sent your concerns to our department, Customer Relations, for better handling.
  
  On-time performance is a major concern at Amtrak. We make every effort to operate on schedule because we know how frustrating a late train is to our customers. We are sorry that your train arrived late and that you were inconvenienced. We are working hard on several fronts to improve our ability to run on schedule.
  
  Despite our best efforts, weather and mechanical problems may defeat us, as well as those unexpected events that cannot be controlled or predicted. We appreciate you taking the time to bring your concerns to our attention. Please be assured that we are making every effort to deliver our passengers to their destinations in a timely manner.
  
  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, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $25.00 for the delay on the return travel.
  
  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 has been sent to this email address: **************@*****.com, 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.
  
  Additionally, we see the outbound travel was refunded in the amount of $63.00 as you mentioned in your email. This should reflect on your credit card statement at this time as it was processed on May 18, 2023. We originally started an outreach for Train 505 on May 15th with the intention of issuing a Transportation Voucher and than the decision was made to process a refund based on the delay. We apologize for any confusion the original outreach caused.
  
  Please reply directly to this email if you have any further questions or concerns. I am in office Monday through Friday from 8:00 AM until 4:30 PM EST. I check my email throughout the day and will respond to you as soon as I see your reply.
  
  Once again, thank you for contacting us.
  
  Sincerely,
  
  Amtrak Center of Excellence
  
  Case ID: ********
  
  Amtrak.com | Routes & Stations | Deals | Plan a Trip | AmtrakGuestRewards.com | Help
  
  Amtrak is a registered service mark of the National Railroad Passenger Corporation.
  ref:***************************

• Initial Complaint

  Date:06/07/2023

  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 ordered a $100 ******* gift card from Amtrak Guest Rewards on 5/23/23 using 10k points from my Amtrak Guest Rewards ****** ****. I never received the gift card. I have repeatedly called Customer Service in an attempt to find out where the gift card is and am told they have sent it. I have also emailed them twice and never get an answer. I want this resolved.

• Initial Complaint

  Date:06/07/2023

  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 family planned a weekend trip to Chicago IL from St Louis MO for April 13th, 2023 to April 16th, 2023. We traveled to Chicago by Amtrak (Reservation #******). We upgraded our train ride for the trip to Chicago to a family room in a sleep car. We paid for the upgrade due to traveling with two young children who absolutely love trains. The benefits of having the first class service also included breakfast, lunch, and dinner. Departure day.-We were scheduled to depart St Louis on 4/13 at 7:55 am.= which was delayed until after 10:30am (exact time unknown). When we boarded the train, we were told we missed the breakfast option on the train and would have to wait for the lunch in order to get food. Our boys, 2yrs and 5yrs, had not eaten breakfast and were were starving. We ended up getting delayed over 4-5 hours on the trip up and missed reservations that we had scheduled and paid for in Chicago. Our trip back home- train was again delayed from Chicago Union station for over 3+ hours. We sat on the Chicago Union station floor with two hangry tired children for over 3 hours. Not one single Amtrak employee could offer any information regarding the delay and only provided, "unknown when and if train will depart due to mechanical issues". The Chicago Amtrak staff was very rude and refused to help us when trying to find a place to sit with our two young children. I spent several hours on the phone with Amtrak Customer Relations who provided updates for train delay status. The rep offered a full refund in the form of a voucher and stated to email corporate to get a cash refund. I've sent two emails to the OCR amtrak email with case # *******. The emails were sent in April and I have yet to receive a response from anyone. Due to the poor Amtrak service and 8+ hours of delays, my family has no intentions on traveling by Amtrak again. We were told we can get a cash refund and that is all we are asking for. I can provide more detail upon request.

  Business Response

  Date: 08/04/2023

  From: ******, ******* 
  Sent: Friday, August 4, 2023 10:55 AM
  To: ***********@*****.com
  Subject: Amtrak Response
  
  Dear *** ******:
  
  Thank you for your
  feedback.
  
  We are disappointed
  that you experienced a service disruption while traveling with us.  We can
  certainly understand the inconvenience and frustration this caused your
  family.  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.  Please accept our most sincere apologies for your family’s
  inconvenience.
  
  I have reviewed
  your concerns and have authorized a refund in the amount of $450.00 to be
  credited to the **** used for purchase.  Depending on your bank’s
  procedures, please allow at least two weeks before this adjustment appears on
  your account.
  
  Once again, thank
  you for your feedback and comments.  We hope to have the privilege of
  serving you in the future under better circumstances.
  
  Sincerely,
  
  ******* ** ******
  Customer
  Relations Specialist, Office of Customer Relations
  Amtrak |
  1 Massachusetts Avenue NW | Washington, DC 20001
  Email: **************@amtrak.com
  Case #: ********
  

  Business Response

  Date: 08/10/2023

  From: ******, *******
  Sent: Wednesday, August 9, 2023 1:17 PM
  To: *******@*****.com
  Subject: Amtrak Response
  
  Dear **** ******:
  
  Thank you for your correspondence.
  
  We are disappointed that you experienced a cancellation of service while scheduled to travel with us. We can certainly understand the inconvenience and frustration this caused you. In spite of our best efforts, delays, and cancellations. due to operational factors are an unwelcome but unavoidable part of the transportation business. Please accept our most sincere apologies for your inconvenience.
  
  On August 9, 2023, an automated credit in the amount of $270.0 was applied to ********** account by which the tickets were purchased. This procedure was performed electronically, and no paper credit receipt was generated.
  
  As much as we regret the inconvenience to you, Amtrak does not provide compensation of expenses incurred with other service providers. In addition, we do not assume liability for the plans and commitments of our passengers. Therefore, we must respectfully decline your reimbursement request for the expenses that you incurred. Please forgive us for causing you both dismay and inconvenience on this occasion.
  
  We apologize that we were not able to resolve this case to your satisfaction. The Transportation Voucher previously issued was intended as a token of our apologies and an incentive to travel again. We hope you will accept our apology for your disappointment and give us another opportunity to serve you using the Transportation Voucher previously issued. We believe it was a fair offer. It will remain on file.
  
  Once again, thank you for writing. We hope to have the privilege of serving you in the future.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: **************@amtrak.com
  Case #: ********

• Initial Complaint

  Date:06/06/2023

  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.

  I arranged a trip from NY to ND in order to stay with my 2 yr old grandson while my daughter gave birth to my second grandson. I arrived in Chicago, IL the morning of 3/25/23 with my disabled husband. After about 3 hours wait we were informed our train to ND was cancelled. Amtrak informed me they could not get us on any other train that day or the next and they didn’t know if another would run the day after that. Because babies do not wait to arrive, I specifically asked if people that were forced to make other arrangements would be reimbursed, I was advised yes and given the number for Amtrak OCR to call them when their office reopened Monday 3/27. Literally all found on ****** were called (phone record can be provided if necessary) and no rental car agency in Chicago would give me a one way rental, so I was stuck renting a car for the entire 3 week duration of my trip, as well as paying for the taxi to get us to our hotel from the station, to the car rental agency the next day, then back to the station on 4/15, as well as the gas back and forth from Chicago to Grand Forks, as a direct result of the train cancellation. I called Amtrak OCR as instructed 3/27/23 to file my claim #******** and provided all receipts as instructed, including the estimated car rental receipt. The final car rental receipt was provided after the car was returned in Chicago 4/15/23. I was told refunds could take 2 billing cycles. I received no response or update until 5/31/23 when instead of reimbursement for the $1793.60 (not including taxi tips) I incurred as a direct result of Amtrak’s cancellation of my train, I received an email apologizing for my inconvenience with a $250 Amtrak voucher toward another train ticket. This is absolutely absurd considering the heavily unexpected expenses and considerable inconvenience incurred by myself and my disabled spouse. I asked Amtrak to escalate or appeal the decision but was refused. I wish for reimbursement of these documented expenses.

  Business Response

  Date: 08/09/2023

  From: ******, ******* 
  Sent: Wednesday, August 9, 2023 1:17 PM
  To: *******@*****.com
  Subject: Amtrak Response
  
  Dear **** ******:
  
  Thank you for your
  correspondence.
  
  We are disappointed
  that you experienced a cancellation of service while scheduled to travel with
  us. We can certainly understand the inconvenience and frustration this caused
  you. In spite of our best efforts, delays, and cancellations. due to operational
  factors are an unwelcome but unavoidable part of the transportation business.
  Please accept our most sincere apologies for your inconvenience.
  
  On August 9, 2023,
  an automated credit in the amount of $270.0 was applied to ********** account
  by which the tickets were purchased. This procedure was performed
  electronically, and no paper credit receipt was generated.
  
  As much as we
  regret the inconvenience to you, Amtrak does not provide compensation of
  expenses incurred with other service providers. In addition, we do not assume
  liability for the plans and commitments of our passengers. Therefore, we must
  respectfully decline your reimbursement request for the expenses that you
  incurred. Please forgive us for causing you both dismay and inconvenience on this
  occasion.
  
  We apologize that
  we were not able to resolve this case to your satisfaction. The Transportation
  Voucher previously issued was intended as a token of our apologies and an
  incentive to travel again. We hope you will accept our apology for your disappointment
  and give us another opportunity to serve you using the Transportation Voucher
  previously issued. We believe it was a fair offer. It will remain on file.
  
  Once again, thank
  you for writing. We hope to have the privilege of serving you in the future.
  
  Sincerely,
  
  ******* ** ******
  Customer
  Relations Specialist, Office of Customer Relations
  Amtrak |
  1 Massachusetts Avenue NW | Washington, DC 20001
  Email: **************@amtrak.com
  
  Case #: ********
  

  Business Response

  Date: 08/10/2023

  From: ******, *******
  Sent: Wednesday, August 9, 2023 1:17 PM
  To: *******@*****.com
  Subject: Amtrak Response
  
  Dear **** ******:
  
  Thank you for your correspondence.
  
  We are disappointed that you experienced a cancellation of service while scheduled to travel with us. We can certainly understand the inconvenience and frustration this caused you. In spite of our best efforts, delays, and cancellations. due to operational factors are an unwelcome but unavoidable part of the transportation business. Please accept our most sincere apologies for your inconvenience.
  
  On August 9, 2023, an automated credit in the amount of $270.0 was applied to ********** account by which the tickets were purchased. This procedure was performed electronically, and no paper credit receipt was generated.
  
  As much as we regret the inconvenience to you, Amtrak does not provide compensation of expenses incurred with other service providers. In addition, we do not assume liability for the plans and commitments of our passengers. Therefore, we must respectfully decline your reimbursement request for the expenses that you incurred. Please forgive us for causing you both dismay and inconvenience on this occasion.
  
  We apologize that we were not able to resolve this case to your satisfaction. The Transportation Voucher previously issued was intended as a token of our apologies and an incentive to travel again. We hope you will accept our apology for your disappointment and give us another opportunity to serve you using the Transportation Voucher previously issued. We believe it was a fair offer. It will remain on file.
  
  Once again, thank you for writing. We hope to have the privilege of serving you in the future.
  
  Sincerely,
  
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: **************@amtrak.com
  
  Case #: ********

• Initial Complaint

  Date:06/04/2023

  Type:Product 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.

  My husband and I purchased round trip tickets on Amtrak's California Zephyr #* leaving from Chicago Illinois arriving in Denver Colorado leaving on Saturday May 26th, 2023 returning May 30th. The evening prior to departure we received an email notification and a phone call that the train has been cancelled due to a washout/service disruption and that unfortunately there was no other transportation available. Amtrak only refunded one way of the tickets after being on hold on the phone for over and hour. the customer service representative stated that the other half of my trip would have to be refunded manually and it could take 7-8 weeks for the second part of the refund to process. We didn't get on the train to go to Denver, how would we be there to take the train back to Chicago, so the entire trip should have been refunded at one time. The claim number received from the Amtrak representative is #*******.

  Business Response

  Date: 06/20/2023

  Today I authorized a refund of $225.00 to the original FOP.  Please see the email below to the passenger.

  From: ****************************

  Sent: Tuesday, June 20, 2023 11:57 AM
  To: ******************
  Subject: Amtrak Response
  
  Dear ********************:
  
  Let me apologize on Amtrak's behalf for the delay in processing your reimbursement.  We can certainly understand the inconvenience and frustration this caused you. 
  
  We have submitted a credit in the amount of $225.00 to be applied to the **** account by which the ticket was purchased.  This procedure was performed electronically, and no paper credit receipt was generated.  Please allow 7 days for this credit to appear on your account.
  
  Once again, please accept my sincere apologies for any inconvenience this oversight has caused. 
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  
  Case #: ********

  Customer Answer

  Date: 06/22/2023

  [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:06/03/2023

  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.

  I already can tell I’m going to have issues and I haven’t gotten on the train yet. To begin, I placed a bid and they didn’t charge my card correctly. My bank told me something went wrong on their end and now it says bid unsuccessful for a roomette. But, it wasn’t unsuccessful, you guys just didn’t charge me right. I reached out to an agent, who acted like they didn’t know what I was talking about, and got disconnected. I’m frustrated as I really wanted a roomette for my first time on Amtrak! I’ve also had multiple questions and sent them to the email, live chat, and got disconnected or they take days to respond. How does this help with first time travelers anxiety?

  Business Response

  Date: 06/20/2023

  From: ****************************
  Sent: Tuesday, June 20, 2023 1:19 PM
  To: ******************
  Subject: Amtrak Response
  
  Dear ***********************:
  
  Your feedback has been shared with the appropriate management including our managers responsible for our Lake Shore Limited route.  We thank you for taking the time to share your concerns with us.
  
  We are sorry to learn that you were inconvenienced by the removal of a fellow passenger due to a medical emergency.  The safety of our passengers and employees is our number one priority.? We take every precaution with utmost care and emphasis on safety.? Please be assured that the security of our passengers and employees was, is and will always be our most significant goal. 
  
  While we do not guarantee on-time performance, we make every attempt to deliver our passengers in a timely manner.  We work hard to provide the best possible service to our valued customers, and it is distressing to read that we let you down. We expect every Amtrak employee to treat our customers with courtesy and respect, and to perform their duties in a professional manner.  We are disappointed that you received otherwise. 
  
  Amtrak provides refunds on case-by-case basis, and we must respectfully decline your request for reimbursement for your completed travel.  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, as a courtesy, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $50.00. 
  
  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 has been sent to this email address: *******@******.*** which includes the Transportation Voucher number, amount, expiration date and additional redemption information. ?We hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of future travel.?
  
  Once again, thank you for sharing your feedback.  We hope to have the privilege of serving you in the future.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  Case #: ********
  

  Customer Answer

  Date: 06/22/2023

  [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 don’t plan on using Amtrak in the future or a year from now, so the voucher will expire. With that said, it is not true that Amtrak doesn’t offer refunds. After reading numerous reviews, people are offered refunds. Those same people didn’t have to witness another passenger traumatically die a seat or two behind them. 
  I would like corporates information if a refund will not be processed for what I had to witness on top of the other issues I named in my original complaint.

  Regards,
  
  ***********************

• Initial Complaint

  Date:06/01/2023

  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.

  For over a month, I have not been able to use my guest rewards points. I have not been able to log into my Guest Rewards account. I have submitted a case ticket to the IT department over a month ago and no resolution. I have reset my password, etc. The IT dept said they are at fault and was going to fix the issues over a month ago. They said give it a week initially. I keep calling for a resolution and still no resolution. I called to see if they can manually apply my points 3-4 times each time they see my points but when they try to reserve a booking it says I do not have enough points in my account even though they see I have enough points in my account. One representation said the system says I then have 0 points. I asked them to put notes in my account so if needed I can be reimbursed for future points and/or dollar amount if the prices/points changed due to no resolution being applied. I spoke with Customer relations and requested of compensation. They were not willing to give the compensation I asked for. They said they would send a courtesy voucher of only $25 which is unacceptable. I complained that doesn't do much since the cash amounts have increased on bookings during the duration of over a month of not being able to access my points and still to this date unable to do so. I am being FORCED to pay with cash for a booking when I do not want to pay with cash. That is EXTREMELY CONCERNING and should not happen which shows poor customer resolutions and relations. It SHOULD NOT take OVER 30 days to have access to my rewards points. The Operations and IT Departments has yet come up with a solution to this problem and I do not have confidence that a resolution will happen in the near future. I would like a compensation of 15,000-20,000 points for this unacceptable business operations that have occurred. I have wasted hours of my time trying to get a resolution to this issue and still NO RESOLUTION.

  Business Response

  Date: 08/04/2023

  A few months ago, *** ****s’ account was one of  approximately 1,100 accounts that were disabled as part of a security review.  Unfortunately,
  during that time, he was not able to access his account/points. 
  Fortunately, the matter has been resolved and his account is now active.
   We advise members to reset their password before they log into their
  accounts.

  Business Response

  Date: 08/10/2023

  A few months ago, *** ****s’ account was one of  approximately 1,100 accounts that were disabled as part of a security review.  Unfortunately, during that time, he was not able to access his account/points.  Fortunately, the matter has been resolved and his account is now active.  We advise members to reset their password before they log into their accounts.