Business Profile

Railroad

Amtrak

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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

436 total complaints in the last 3 years.
140 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:05/31/2023
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.
I purchased a two way round trip ticket to San Diego from Los Angeles. On April 27, 2023 on my return trip departure, the train was cancelled in Oceanside, Ca., and all passengers had to get off and find a way home. I had to purchase a ********* bus ticket home and it took me 6 hours from the start of the trip to get home on a hot crowded bus. I called Amtrak to request a refund for the horrible inconvenience and they instead sent travel vouchers to my email. I don't want a voucher. That train track issue is ongoing. I want my cash money back that I paid, for a trip Amtrak could have avoided by alerting paid customers of the Rock slide near on on the tracks and trains on that route were cancelled so we could prepare or find other travel home from San Diego. **** in customers relations stated there where buses in place. Which was a lie There were no buses in place to transport at that time. . Cameras from the event at Oceanside Travel Center will indeed show customers had to get off the train, purchase Tickets online for a ********* bus. We were told to call Amtrak for a refund. No buses were in place at that time. Thereby seriously putting myself and other at risk of being stranded although we purchased tickets on Amtrak. My reservation # was ****** SAN (San Diego) to LAX ( Los Angeles) Union Station. Departure 12:01 pm Arrival 2:57 pm I want my money back on my card I purchased the ticket. It was a horrible experience. 6 hours to get to LAX. AMTRAK has lost a customer here. The lie that buses were in place to not refund my cancelled trip says it all. They have not taken any responsibility for that incident and the sheer inconvenience that customers had to endure. I don't want their voucher. I want my money back. Thank you,*********************
Business Response
Date: 06/16/2023
Please see the following response to ***************
From: ****************************
Sent: Friday, June 16, 2023 9:19 AM
To: ********************
Subject: Amtrak Response

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

Thank you for your recent correspondence.

The disruption was beyond Amtrak's immediate control. In spite of our best efforts, cancelations due to operational factors are an unwelcome but unavoidable part of the transportation business. Please accept our most sincere apologies for your inconvenience.

Your experience does not represent a typical Amtrak journey. Because we value your patronage, I have requested that a refund in the amount of $35.00 be credited to the **** used for purchase. Depending on your banks procedures, please allow at least two weeks before this adjustment appears on your account.

The Transportation Vouchers previously issued were intended as a token of our apologies and an incentive to travel again. They will remain on file. We hope to have the privilege of serving you in the future.

Once again, thank you for writing.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
********************** |*************************************************************************************
Email: *****************************************

Case #: ********
Customer Answer
Date: 06/21/2023
[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:05/31/2023
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.
I had a business trip, I brought a round trip ticket to Backbay station in Boston, MA from March 23rd - March 27th. I missed the train so I had to repurchase another ticket. The first issue was the customer service lady on the phone, she was extremely unprofessional and rude. The second issue the train was almost two hours late. The Third issue the seat that I sat in was not clean. I normally fly and when I do I always carry disinfectant wipes with me so I can wipe down everything. When I wipe down part of the chair it was dirty and I wasn't even finished cleaning. On my way back to New York I noticed that I didn't have the same issue. The difference was I was in coach going, I was in business class on my way back. The final issue, a passenger who got on at another stop sat down next to me was unkept, unclean and seemed emotionally unstable. I contacted Amtrak explained to them the situation via email and was told I would get a response with in I think 7-10 business days. I heard back from them May 9th. I was not satisfied with the resolution of the $100 credit because I normally don't use Amtrak. After this I don't want to ever again this why I fly.
Business Response
Date: 06/15/2023
Please see our response to ***********************
From: ****************************
Sent: Thursday, June 15, 2023 9:07 AM
To: **********************
Subject: Amtrak Response

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

Thank you for writing.

We are disappointed that you experienced a late arrival while traveling with us. We apologize for 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 mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business.

Amtrak has been working hard to provide our passengers with the best possible service. We realize the importance of providing our passengers with clean surroundings. You have our assurance that we will continue to work toward this goal and make progress as we move forward.

It was also disappointing to learn that your trip was negatively impacted by the conduct of fellow passengers. 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. In this situation, you are encouraged to bring your concerns directly to the Conductor so that the situation may be rectified expediently. Please accept our most sincere apologies for your inconvenience.

We regret that you are not satisfied with our prior resolution. The Transportation Voucher for $100.00 previously issued on May 9, 2023, was intended as a token of our apologies and an incentive to travel again. After an additional review of your case, we believe the compensation that was provided to you is adequate. Therefore, we must respectfully decline your reimbursement request for your completed travel.

Once again, thank you for writing.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *****************************************

Case #: ********
Customer Answer
Date: 06/19/2023
[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: Amtrak never took my complaint seriously, If they did we would not be here today. My health was put at risk when I went on that train. If I didn't have the good sense to carry disinfectant wipes, I would have never known the level of disgusting Amtrak is on. You don't even care enough about your passengers safety to clean your trains, that's nasty. The customer service person was just as nasty. It was a bad experience. Your offer was disingenuous and the follow up response was nice nasty. No one wants to take accountability. I need to know that I'm safe and I'm getting to my destination on time. This was not a leisure trip. Again this is why I fly, this is why I fly *****!!!!!! Had a flew ***** I would not be in this mess. I do not wish to give Amtrak another chance. It 2 months for them to respond to my initial complaint. I don't think I'm being unreasonable. Amtrak is being unreasonable by not providing a clean space for passengers to travel from point A to B and than have the audacity to say sorry not sorry. But hey you can still ride with us.

Regards,
*********************************
Initial Complaint
Date:05/31/2023
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.
Purchased train ticket August 24, 2022 for $54.00, reservation number ******. I was unable to use the ticket, and was issued a voucher, e-voucher ********** to expire August 23, 2023. I just started a new job April of this year, and will be unable to use the voucher by August. I submitted a ticket online to address this and requested they refund me or extend the deadline on the voucher, again, submitted ticket April 26, 2023 for extension to an August 2023 voucher! They ignored me and didn't even respond!! I took the time to write them a letter, requesting the same, refund or extension; they ignored me again!! That first letter was dated May 2, 2023 to which, I received no response again!! My third request came in the form of another letter, dated May 17, 2023. I finally received a response, May 30, 2023; as it took three tries, just for them to tell me "this voucher was issued under several restrictions including the length of time the voucher could be used; therefore, we are unable to honor your request". First off, the voucher hasn't expired, so it's not like I'm asking after the voucher has expired. I asked well within the timeframe of needing to use the voucher, for a simple extension!! And if this is not possible, why can't they just refund me the simple $54.00!! I think this is ridiculous and I am seeking further assistance in getting this resolved because at this point, it is not just the matter of a terrible company taking advantage of a customer but it is a matter of ethics and integrity at this point not to mention the pathetic customer service at display here.
Business Response
Date: 08/04/2023
Message
Details
9:33 AM | Jun 2

From: Amtrak Customer Support
To:
*************@*****.com
Email Details Dropdown Toggle

Dear ******* *****,

Thank you for your correspondence.

This voucher was issued under several restrictions including the length of time that it could be used; and for this reason, they are not typically reissued.

However, as a courtesy to you for being a valued customer, we have authorized a Transportation Voucher in the amount of $54.00. 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: [email protected], which includes the Transportation Voucher number, amount, expiration date, and additional redemption information.

As information, the Transportation Voucher does not need to be traveled on prior to its expiration date, simply applied to a reservation as payment. A reservation can be booked as far as 11 months in advance at Amtrak.

Once again, thank you for contacting us. We look forward to serving your travel needs in the future.

Sincerely,
****** **

Amtrak Center of Excellence

Case ID: ********

Amtrak.com | Routes & Stations | Deals | Plan a Trip | Help

Amtrak is a registered service mark of the National Railroad Passenger Corporation.
ref:***************************
Business Response
Date: 08/10/2023
Message
Details
9:33 AM | Jun 2

From: Amtrak Customer Support
To:
*************@*****.com
Email Details Dropdown Toggle

Dear ******* *****,

Thank you for your correspondence.

This voucher was issued under several restrictions including the length of time that it could be used; and for this reason, they are not typically reissued.

However, as a courtesy to you for being a valued customer, we have authorized a Transportation Voucher in the amount of $54.00. 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: *************@*****.com, which includes the Transportation Voucher number, amount, expiration date, and additional redemption information.

As information, the Transportation Voucher does not need to be traveled on prior to its expiration date, simply applied to a reservation as payment. A reservation can be booked as far as 11 months in advance at Amtrak.

Once again, thank you for contacting us. We look forward to serving your travel needs in the future.

Sincerely,
****** **

Amtrak Center of Excellence

Case ID: ********

Amtrak.com | Routes & Stations | Deals | Plan a Trip | Help

Amtrak is a registered service mark of the National Railroad Passenger Corporation.
ref:***************************
Customer Answer
Date: 08/15/2023
[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: after what I have endured with this company, I do not have plans to do any business with them at all!!! Initially when I requested an extension to use the voucher, they avoided me and gave me the run around!! After multiple attempts of me trying to call and email them, they finally told me no it's against their policy!!! It wasn't until I had to go through the trouble of filing this BBB complaint, where everyone is now exposed to the horrible customer service that exists there as well as the mistreatment of its customers that they finally agreed to give me the extension!!! At this point, I only want a refund because it should not have taken all of this!! I am not satisfied and I want everyone to know I'm not!! Thank you BBB for the outlet to voice my complaint and my unsatisfaction. This case can be closed, but still made open to public consumption please. I do not expect, after all of this time as requested and I have no more time to waste on this matter as it's clearly a lost cause!! Thank you.

Regards,

******* *****
Initial Complaint
Date:05/30/2023
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.
On 5/14/23 I took the ** Maple Leaf train from Syracuse NY to Niagara Falls, NY. S as the first car we boarded from was full I went to find a compartment that was less crowded which is normal for this particular team as there are no assigned compartment which is one of the reasons I prefer it to other routes on weekends where I am seeking a relaxing getaway. I checked the website all way up to boarding and it was listed at 50% capacity which was a huge reason why I decided to purchase a ticket and chose it over other methods of transportation I could have taken. Within 5 minutes of boarding, a conductor comes to ask for my destination and tells me that “due to safety reasons” he will be closing this car claiming that “it is unsafe to have less than 10 people in a car” and I will have to move back to one of the fully packed cars once we get to the next stop. Knowing the route as well as the customs of the train as I have taken this route many times before, I knew that this is absolute BS given that as the other cars were full of people who were mostly heading all the way to one of the furthest destinations and it was highly unlikely that we would not have 7 more passengers to exceed this “minimum” from all the other stops that were to come. The result was an ridiculously uncomfortable overcrowded cars and a unnecessarily frustrating experience all due to the laziness of the train workers as they did not want to walk an entire train. I would like a formal complaint filed against every employee involved and an investigation conducted into the customer service practices on the Maple Leaf train as well as specific guidelines prohibiting train staff from sacrificing the comfort of the trip customers booked to accommodate them not wanting to work. I recommend disciplinary action as well for those responsible for this mess.
Business Response
Date: 06/14/2023
Please see our response to ***************
From: ****************************
Sent: Wednesday, June 14, 2023 2:30 PM
To: **************************** <**************************>
Subject: Amtrak Response

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

Thank you for sharing your feedback.

We are working diligently to improve the services we offer to our customers and hope that many will share your interest in train travel. Customer feedback such as yours plays an important role in the decisions we make regarding our service, and we appreciate you taking the time to share your comments.

The Conductor is responsible for maintaining smooth operation of the train. At the discretion of the Conductor passengers may be asked to move seats and their carryon baggage. I am so sorry that this happened during your trip and that it was very inconvenient for you. Your comments are being shared with the appropriate management for further consideration.

Amtrak provides refunds on case-by-case basis, and we must respectfully decline your request for reimbursement of your completed travel.

Because we value your patronage, as a courtesy, we have authorized a Transportation Voucher in the amount of $20.00.? 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 your next ticket.?

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: *****************************************
Case #: ********
Initial Complaint
Date:05/27/2023
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.
We have reached out to Amtrack numerous times trying to get resolution to this problem and keep getting different departments to engage so I'm putting this here as a last resort. We flew from Atlanta, Georgia, to Seattle in order to take the Coast Starlight and Pacific Surfliner down to San Diego. Our return plane tickets were from San Diego, California (on 3/22/23). We were emailed Monday night around 9PM (about 12 hours prior to the train departure) that our train was cancelled due to mudslides. We understand that Amtrak is not responsible for the mudslides, however, this same route was cancelled at least twice before our scheduled departure (Sunday, March 12 and again Monday, March 13). It seems that it could have been anticipated that things would not be resolved quickly. Alternatively, Amtrack could have sent a cautionary notification advising us that there was an issue that they were working to resolve and then we could have made up our minds on taking the risk. We feel we should have been given more notice of the cancellation to give us the opportunity to make alternate plans. In particular, we had a lodging reservation in Los Angeles that had a cancellation cutoff Sunday afternoon (3/12). If we had been given more advanced notice of the train cancellation, we would have been able to cancel that reservation without loss. Additionally, because our flights were returning from San Diego, we had a to rent a car and drive the 1300 miles from Seattle to San Diego with our two small children. We are requesting compensation for two items:-Loss of ****** reservation - $178-Cost of renting a car from Seattle to San Diego - $338.88I can provide screenshots of receipts and communication verifying the information above. Amtrak Guest Rewards #: ********** Reservation Number: ******
Business Response
Date: 06/15/2023
Please see the following response to *******************
From: ****************************
Sent: Thursday, June 15, 2023 12:43 PM
To: ********************
Subject: Amtrak Response

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

Thank you for writing.

We are disappointed that you experienced a cancelation of service while scheduled to travel with us. We certainly understand the frustration this caused you. The delays were beyond Amtrak's immediate control. In spite of our best efforts, delays due to weather are an unwelcome but unavoidable part of the transportation business.

We apologize for the insufficient notification you report. In a situation such as this, we expect our employees to promptly provide the most up-to-date information available. We are sorry that this was not your experience. A copy of your feedback 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 and frustration.

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 your 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: *****************************************

Case #: ********
Customer Answer
Date: 06/18/2023
[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:
Amtrack failed to provide notice that there were potentials for train cancellations. We flew across the country for this experience and received 12 hours notice that the train was cancelled with no concrete eta for it to restart. They had the information that the tracks weren’t operational three days before our flight left but they didn’t share it. My family incurred hundreds of dollars in extra expenses because of their failure to notify.

Regards,

*****************************
Initial Complaint
Date:05/25/2023
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.
On May 8th, AMTRAK cancelled my return train trip from Tacoma to Seattle with less then an hour notice. I was left STRANDED in Tacoma. I have emailed them 3 times and tried to call customer service 4 times with no replies. I had to take the **** Connector home, which is ridiculous that Amtrak left me stranded. I want a FULL REFUND plus damages for my time and inconvenience. Ticket Number ************* TRAIN ***: Tacoma, WA - Amtrak Station to Seattle, WA - King Street Station (Round-Trip) Depart 5:36 PM, Monday, May 8, 2023 1 COACH SEAT $16.20 Ticket Terms & Conditions CANCELLATION FEE MAY APPLY. MILITARY VETERAN Subtotal $16.20 EMAIL I got from them about the concellation [email protected] Mon, May 8, 2:56?PM to ************* RESERVATION #****** Hi **** *******, We wanted to let you know that train #***, from Tacoma, Washington Train Station on Monday, May 8th, has been cancelled due to a schedule change. But, we do have other transportation available. Give us a call at ###-###-#### to speak with an Amtrak Agent about your travel options. We're sorry for the inconvenience. Thanks for being a valued Amtrak customer - we'll see you onboard. The most up to date arrival and departure times are available on Amtrak.com, our free mobile apps or by text or phone ###-###-####.
Business Response
Date: 06/14/2023
Please see the following email sent to *******************
From: ****************************
Sent: Wednesday, June 14, 2023 4:32 PM
To: ***********************
Subject: Amtrak Response

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

Thank you for sharing your feedback.

We are disappointed that you experienced a disruption of service while scheduled to travel with us. We can certainly understand the inconvenience and frustration this caused you. Please accept our most sincere apologies for your inconvenience.

On June 2, 2023, an automated credit in the amount of $16.20 was applied to PayPal 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 expense that you incurred. Please forgive us for causing you both dismay and inconvenience on this occasion.

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: *****************************************
Case #: *******
Customer Answer
Date: 06/25/2023
[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:
It is ABSURD that I had to send 3 emails to Amtrak and contact bbb to get my refund. That should have been an AUTOMATIC refund immediately when a train is cancelled by Amtrak
I want to see their policy on NOT refunding money to passengers when trips are cancelled.
And I want an additional credit on my Amtrak account for a future trip for all the time I have had to spend getting this done.
Regards,

***********************
Initial Complaint
Date:05/25/2023
Type:Customer Service 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 Wednesday, May 24th 2023 at the Amtrak Lounge at ******** **** in New York City I had an adverse reaction to a what appeared to be basic chicken sandwich served in the lounge. Afterward I requested the nutrition info which showed almost 2500mg of sodium (way over the DV for sodium).I have contacted Amtrak customer service multiple times about my concerns to no avail. They should prominently display important nutrition info for the items they serve so that guests can make informed choices.
Business Response
Date: 06/14/2023
Please see the following email sent to ***************
From: ****************************
Sent: Wednesday, June 14, 2023 4:59 PM
To: ************************ <**********************>
Subject: Amtrak Response

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

Thank you for sharing your feedback.

We are working diligently to improve the services we offer to our customers, and hope that many will share your interest in train travel. We appreciate your taking the time to share your suggestions and concerns. We have entered your feedback into our customer database and have forwarded your comments to the managers responsible for Food & Beverage at ******** ****. Please accept our most sincere apologies for your inconvenience and frustration.

Once again, thank you for providing us with your feedback and comments.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *****************************************

Case #: ********
Customer Answer
Date: 06/18/2023
[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 have reported this issue to Amtrak Customer Service/Relations many times. The response has always been just "lip service" and "NO" action. If BBB cannot get a better outcome, I will take further actions elsewhere.

Regards,

*************************
Initial Complaint
Date:05/25/2023
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.
I took Amtrak Northeast Regional Train *** from BAL-NYP on May 22 (Reservation #******). It was scheduled to depart Baltimore at 6:48pm, but was delayed till after 9pm. I inquired about the status and there was no clear reason why it was delayed for more than 2 hours. I reached NYP after mid-night, which made my day dreadful. I ask for an Amtrak voucher of $50.
Business Response
Date: 06/14/2023
Dispute Resolution Team,
Please see the attached response below.
From: ****************************
Sent: Wednesday, June 14, 2023 10:00 AM
To: ********************
Subject: Amtrak Response

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

Thank you for providing your feedback.

On-time performance is a major concern at Amtrak. We are disappointed that you experienced a delay while traveling with us recently. While we do not guarantee on-time performance, we make every attempt to deliver our passengers in a timely manner. Please accept our sincere apologies for the inconvenience and frustration your late arrival has caused you.

Because we value your patronage, we have authorized a Transportation Voucher in the amount of $56.00.?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 numbers, 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 your next tickets.?

Once again, thank you for writing. We look forward to 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: 06/18/2023
[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:05/24/2023
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.
I have a round trip from Champaign, IL to Chicago on May 23. Amtrak *** and Amtrak ***. Reservation Number - ******. However on my return trip (Amtrak ***), the train engine stopped working right after departure and the train went back to the station and got the engine replaced, which caused the trip delayed for 3 hours! I have an important conference at that night and need to be back to Champaign, IL on time. This 3-hour delay caused me completely miss this important conference and could possibly make me lose my job! I love Amtrak but this time it is disappointing. I would just like a refund of my trip. Thank you
Business Response
Date: 06/13/2023
Please see the attached response from the business
Customer Answer
Date: 06/13/2023
[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:05/18/2023
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 an Amtrak ticket months in advance to secure a seat on Northeast Regional 175 departing NY penn station at 7:40pm on 5/18. This train was delayed for almost 3 hours. The updates on arrival and departures were grossly inaccurate. I needed to get to my destination that same evening, which the original time of the train would've allowed. However, because of Amtrak's delay, I was stuck in NYC with no other option home. Contacting customer services provided no solutions as any of the other comparable trains were over $300 more that my original ticket price or there were no other seats available. Amtrak could not provide any solutions that would allow me to get to my destination on 5/18. I don't want a refund, I want to be reimbursed for food and transportation costs that resulted from Amtrak's inability to provide the promised service. I don't know if Amtrak is aware, but most train stations I've been to are not safe after midnight. I bought an earlier ticket so I do not have to risk my safety. Their delay and inability to provide any comparable alternatives not only impacts my out of pocket costs, but it puts people's safety at risk. They should be held accountable for their inability to manage their own schedules.
Business Response
Date: 06/14/2023
Please see response to ***************** below.
From: ****************************
Sent: Wednesday, June 14, 2023 11:42 AM
To: ******************
Subject: Amtrak Response

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

Thank you for your recent feedback.

At Amtrak, the safety of our passengers and employees is our number one priority. While we do not guarantee on-time performance we make every effort to deliver our passengers to their destinations safely and in a timely manner. We apologize for your late arrival and the lack of communication during your delay. We can certainly understand the inconvenience and frustration this caused you.

In this situation,it is not Amtraks 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 compensation.

As a courtesy, upon creation of this correspondence, we have authorized a Transportation Voucher for you in the amount of $25.00.? 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.? An email confirmation has been sent to this email address: ****************** which includes the Transportation Voucher number, amount, expiration date and additional redemption information.

Once again, thank you for writing.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *****************************************

Case #: ********

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