Complaints

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

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  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:04/23/2023

  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.

  Hi, I unfortunately experienced ignorance and racism at the Providence Amtrak Station that cost me about $300. I was first told by a conductor to get off at Providence while my ticket was for Boston (Reservation no. ******) because of a clerical error. Then I checked my bag at the parcel desk, paid $10, and when I came to get it back, there was no one there so I went to the ticketing station where the ticketing agent said I’ll come help you but when I left the counter to go to the parcel desk, she just sat there and kept looking at me chitchatting with another agent who was laughing at my predicament. After I missed my **** to Boston, I had no other option but to take an **** ride. This incident occurred between 3:40 and 3:55 pm at the Providence Amtrak Station on April 23rd 2023 I would like a refund for my amtrak ticket, **** ticket as well as reimbursement for my **** ride and parcel check which cost me a total of USD $288. I’m extremely frustrated and never expected to experience racism at Amtrak

• Initial Complaint

  Date:04/21/2023

  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.

  Hi there,I filed a complaint (Case #*******) when this incident occurred, now it's been two months, I haven't heard back and I can't get into contact with anyone at corporate to help. I was on Amtrak train 353 from *Detroit, MI to Chicago, IL. The train departed at 9:35am. When we reached Chesterton, Indiana, the train lost power. We were sitting in the cold for hours. There was no way to charge our phones and the staff didn't know if or when a rescue train would show up for us. I had to spend $220.38 for an **** from Indiana to Chicago. Amtrak gave me a refund for one way of my round trip ticket ($40) but I would like this resolved by getting a refund of the $220.38 I had to spend on an ****. I've uploaded supporting documents below.

  Business Response

  Date: 05/19/2023

  5/19/2023 

  Dear *** ******:
  
  Thank you for your e-mail and documentation.  I am responding on behalf of the Corporation.
  
  Let me apologize for the service disruption that you recently experienced when traveling with us.  The situation was beyond Amtrak’s control.  I’ve verified that on March 9, 2023, we authorized an automated credit in the amount of $40.00 for your Amtrak fare to the **** used for purchase.  As a courtesy, we also authorized a Transportation Voucher in the amount of $40.00.  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. 
  
  I’ve authorized a check in the amount of $220.38 as reimbursement for your **** fare.  You will receive it under separate cover within a few weeks of your receipt of this email.  
  
  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
  

• Initial Complaint

  Date:04/20/2023

  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.

  We paid over $1300 for a sleeper car with a bathroom to travel from Chicago to New Orleans. It was our last big train trip to see our grandson get married. We were very excited about taking the train. We called several times to make sure that the room we reserved had a bathroom because we are 87 and 88 years old and are incontinent. Every time we called, we were told this car had a bathroom. When we arrived for the trip, we were put in a room without a bathroom. Despite letting the conductors know it was the wrong room, and them acknowledging our ticket showed that our room should have a bathroom, we never were moved to a room with a bathroom. The bathrooms on the train were dirty, and too small if we had accidents! When we got to New Orleans we told them what happened, and we then were put in coach chairs for the return trip. However, the car we were sitting in on the way back HAD NO HEAT, and it was freezing! It was the only car on the train without heat. Apparently a circuit breaker issue. We want our money back for this trip. It was a terrible ride both ways, and none of our doing. We don't want a credit because we have no intention of travelling on Amtrak again. This trip was so disappointing. I emailed Amtrak with no response, and I want a response and my money back.

  Business Response

  Date: 09/01/2023

  8/31/2023

  Dear *** * **** ***********:
  
  Thank you for your feedback.
  
  We sincerely apologize for any confusion and misinformation you report from one of our agents when booking your accommodations.  Accommodation sizes, descriptions, dimensions, and photos are available on our website, www.amtrak.com. A virtual tour of our sleeping cars is also available online. 
  
  We are committed to bringing our equipment and services to the level of comfort that you have come to expect and will continue to work toward this goal. Please accept our sincere apologies for the problems you experienced with the climate control in your accommodation. We strive at Amtrak to deliver a comfortable and enjoyable travel experience for all of our customers, and we are sorry to learn that this did not occur.  
  
  We regret that you are not satisfied with our resolution.  The Transportation Voucher previously offered was intended as a token of our apologies and an incentive to travel again.  After an additional review of your case, we have authorized a partial refund in the amount of $545.50 to be credited to the **** card 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 writing. We hope to have the privilege of serving you in the future.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations
  

• Initial Complaint

  Date:04/20/2023

  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 originally opted to ride in the coach. We were charged an extra $610 for a private room. We decided to cancel the room reservation and ride coach as originally planned. Unfortunately, Amtrak only refunded $426 of the $610 and refused to refund the extra $184 that is owed.

  Business Response

  Date: 09/06/2023

  
  

  ---------- Forwarded message ---------
  From: ******, ******* <*******.******@amtrak.com>
  Date: Wed, Sep 6, 2023 at 9:51 AM
  Subject: Complaint ID ********; ****** *****
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Dispute Resolution Team,

  Our policy for Private Rooms is, whenever cancelled within 14 days of departure, the fare is only refundable to non-refundable eVoucher with a 25% cancellation fee. We have reviewed your appeal and confirm the Refund Policy applied in the handling of his case is correct. For a complete overview of our refund policy, please visit *********************/refund-and-exchange-policy.

   Thank you,

   ******* ** ******

  Customer Relations Specialist, Office of Customer Relations

  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001

  Email: *******.******@amtrak.com

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Travelled January 28th letom to Sanford. Have disability. Lorton was great, organized, clean, well trained and sensitive to persons with disability. Arrived at Sanford and completely different experience (also returned April 3). Sanford is dirty, disorganized, mismanaged, people smoking on non smoking areas including children's playground, staff didn't collect wagons as peo pl le boarding train so aisle aisle to board train completely littered with scattered left luggage carts creating inaccessibility for passengers and very bad fire Hazzard. Sanford did not advise of over an hour train delay until 3pm (blaming incoming train from Lorton, yet they knew or should have known long before that outgoing train back to Lorton would be delayed. Had very bad experience with staff at Sanford. I tried to speak to management which was 'unavailable' i wrote long email to supervisor outlining concerns which was completely ignored. I wrote to Amtrak and to Amtrak disability department and was entirely ignored / no response (it's well over 2.5 months later). There is no accountability no sensitivity training and this the disregard for passengers (no enforcement of smoking laws or fire Hazzard). Many of the staff were outright rude and and unhelpful. Dreadful Buainess practices by amtrak Sanford

  Business Response

  Date: 04/24/2023

  Dispute Resolution Team,

  We are unable to reach ************************* by phone, we have made 4 phone calls to date  We have left him a detailed email asking what the best phone number and time is to reach him to discuss his BBB complaint. We have also sent an email confirming our efforts, to date we have not received a response.

• Initial Complaint

  Date:04/03/2023

  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.

  Rode Surfliner *** on 04-02-2023. A few days prior I purchased unreserved coach seat from Oceanside, CA to San Luis Obispo, CA for about $54 dollars. This is about an 8 hour or longer trip. Upon boarding the train, it was so oversold that people were sitting in the aisles, on the stairs, and standing in the bathroom areas and doors. I figured it would be crowded for a few stops, but not the majority of the trip. People continued to crowd on the train, elderly people and disabled folks were forced to stand with no assistance from train employees. The only space I had was alternating leaning against the emergancy exist in a very uncomfortable position, or squatting on my suitcase. This was from Oceanside all the way to Goleta. That is over 5 hours unable to move, access the toilet, or stretch out my legs. I understand this is an unreserved train where sometimes there Is standing room only. But if I'd known the conditions were this unsafe I would have made other plans. The Amtrak conductor just told people to, "use their voice" to get through the crowd. I had multiple peoples suitcases fall into me if I tried sitting, and extreme pain from a previous injury in my knee from being unable to move. The conditions were inhumane, and if there were an emergancy no one would be able to safely exit. I have traveled on crowded trains in Southeast Asia, and it was nothing compared to this. The space among people was very unevenly distributed but the employees did nothing to assist in making room and using space better. I saw multiple people fall going down the stairs because it was so crowded. It was a absolutely appalling and unsafe. I have a feeling there were way more folks on the train than safely allowed.

  Business Response

  Date: 04/18/2023

  We spoke to ****************** on 4/17/23, we apologized and assured her that we have sent her safety concerns to the proper management for review. ****************** was advised we do have a maximum occupancy on the train and the crew will stop passengers from boarding if it is met.  We issued an Voucher specifically for the delay she encountered. She asked for a refund, we apologized and advised that we do not refund when travel is provided, our form of compensation is an Electronic Voucher which she then accepted.

• Initial Complaint

  Date:04/01/2023

  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.

  Case# ******* reservation# ****** My friend and I took train ** from Memphis to New Orleans, the train was an hour late, so I was confused why the time was changed from mid 6am to 5:10 am in the 1st place. My return train, train **, was cancelled at 10pm while I was out enjoying myself, a little tipsy, so I'm trying to figure out how I'm getting home while my brain was all confused and I'm panicking. my night was ruined! There were no rental cars! A whole day was taking from us Sunday because we had to catch a flight at 6am. Money wasted, good time ruined! I spoke with ***** today in Customer Relations, she informed me I would be getting a refund for train **, but I have not received a email yet about that. I feel ***** lied to me to get me off the phone. I received an email and my money for train ** already, thanks to the nice gentleman I talked to when all this 1st happened. ***** also informed me that I would have to reach out to Cooperate to get the refund for our flight. People don't have money like that to just be throwing around for no reason. My friend had to tap into her savings a little to cover her flight! To call someone the night before they leave a city is so inconsiderate. You all gave people less than 24hrs to figure something out. I would like to be compensated for the entire train ride and our flight. I waited 6 days to get a response from you guys, but no one has reached out to me, I felt this was my only other option to get answers.

  Business Response

  Date: 04/17/2023

  Dispute Resolution Team,

  Please see the attached resolution for complaint #********. 

  Business Response

  Date: 08/04/2023

  Dear *** *****:

  Thank you for your feedback.

  We are disappointed that you experienced a cancellation of service while traveling with us. We can certainly understand the inconvenience and frustration this caused. The situation was beyond Amtrak’s immediate control. Please accept our most sincere apologies for your inconvenience.

  On April 7, 2023, an automated credit in the amount of $102.00 was authorized to the ********** account by which the tickets were purchased. This procedure was performed electronically, and no paper credit receipt was generated. Depending on your bank’s procedures, please allow at least two weeks before this adjustment appears on your account.

  Amtrak provides compensation on case-by-case basis. In this situation, Amtrak does not reimburse the expenses a passenger might incur, nor do we assume liability for the plans and commitments of our passengers. Therefore, I must respectfully decline your request for compensation for your incurred expenses. Your understanding is appreciated.

  We value your patronage, as a courtesy, upon creation of this correspondence, we have authorized a Transportation Voucher for you in the amount of $100.00. 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 again in the future under better circumstances.

  Sincerely,

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

• Initial Complaint

  Date:03/30/2023

  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.

  Good afternoon, On January 27, 2023, I booked 4 individual and a vehicle ticket to take Amtrak's Autotrain from Virginia to Florida for a soccer tournament for my 10-year-old son's team. The ticket date is June 10, 2023. The reservation number is 0D3C39. Unfortunately, for personal family reasons, we are no longer able to attend. I read through the entire Amtrak refund policy and was unable to determine whether our tickets were eligible for refund. As you can see from the attached purchase receipt, refund eligibility is extremely unclear. The website basically says - yes the tickets are refundable in most circumstances, but there are some when they are not, but do not list those circumstances. I processed the request and received my receipt of refund - titled same. The "refund" was for an eVoucher for $687, listing the refundable amount as "$0." I called Amtrak and explained the situation, and was told that there was nothing they could do. Apparently, this is due to the tickets that were purchased at a lower non-refundable price. While I do not doubt that this language was likely somewhere when that selection was made, in the very least, it was unclear and/or ambiguous. I was also informed that I would have one year (from the purchase date? from the cancellation date? from the date of the original trip? - the service rep did not provide this information). If this were an insignificant regular ticket at a reasonable rate I would understand. Our cancellation is nearly 10 weeks in advance and the original purchase price was substantial. I also confirmed that there is still availability on this trip, so Amtrak is certainly not out any of the money that I paid to purchase the tickets. I am hoping that someone at BBB can help, as I feel that this is not only unfair but deceptive practice. Thank you for your help.

  Business Response

  Date: 09/01/2023

   8/30/2023

  Dear *** *********:
  
  Thank you for your feedback.
  
  Amtrak is committed to providing our passengers with the most choices and flexibility when making reservations with us, which is why we offer a variety of fares based on our customer’s unique travel needs. The fares you purchased are nonrefundable, it requires cancellation prior to travel to be eligible for an eVoucher. 
  
  We have confirmed that the policy applied to the cancellation of reservation #****** was correct. For a complete overview of our refund policy, please visit **********************refund-and-exchange-policy.
  
  If you are appealing for an exception due to hardship, you must submit the appropriate proof of hardship for consideration. Kindly respond to this email with documentation that supports your inability to travel for consideration.
  
  Once again, thank you for feedback. 
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations
  

• Initial Complaint

  Date:03/28/2023

  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 bought an Amtrak ticket on November 22, 2022, to get from Union Station in Washington, DC where I live to BWI airport. Being able to buy a reasonably priced train ticket was a major part of my decision to buy airline tickets out of BWI. I received no additional information or communication from Amtrak from that day until today, when I went to take the train leaving at 4:30am only to be told that it no longer provides service to BWI. I had to scramble to take an **** to the airport and thankfully made it in time for my flight, but the cost was exponentially higher than what I had planned for, not to mention the stress of the last-minute change. Amtrak employees encouraged me to contact customer care, which I promptly did. They refused to take my call. I would like to be refunded my original fare plus what it cost me to make the last-minute adjustment to **** (this comes out to $104.29).

  Business Response

  Date: 05/07/2023

  ---------- Forwarded message ---------
  From: **************************** <******************@amtrak.com>
  Date: Thu, May 4, 2023 at 10:29 AM
  Subject: Complaint ID ********; ***************************
  To: Dispute Resolution Team <[email protected]>
  
  

  Dispute Resolution Team,

  On May 1, 2023, we spoke with **************** and authorized Transportation Vouchers in the amount of $104.00. The Transportation Vouchers are 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. 

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

• Initial Complaint

  Date:03/27/2023

  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.

  On 8/16/22 I purchased a pair of Roomette Tickets for Moynihan Train Hall at Penn Sta. to Cary, NC, and the reverse trip back. The Roomette ticket is advertised as including complimentary meals for breakfast, lunch, and dinner (advertised times attached). The total cost of the roomette for this 2 round-trip was $1054 ($527 each way). On 9/2 for our return trip from Cary, NC to Penn Station, the train was severely delayed which caused us to not be served breakfast. Then when we were seated we were surprised to learn that we would not be being served dinner, even though even without the delay we were still scheduled to be on the train during the scheduled dinner time. The attendants claimed this train line "never serves dinner", even though we had received the diner meal on our way there. It felt like false advertising to pay such high prices under the impression that meals would be included, and then not receive 2 of those meals. The problem continues as I reported this issue the day that it occurred 9/2/22 via the phone to Customer Relations, and it is now 3/27/23 and I have yet to hear from anyone from Amtrak to resolve the issue. I submitted an online report on Amtrak's website on 9/18 after no one reached back out to me. On 10/20 I still hadn't heard anything so I called Customer Service again and received horrendous service. I waited 45 minutes to get through to CS, who then put me on hold for another 45 minutes for Customer Relations, and this agent still told me they couldn't do anything. I was then given another email to report the issue to which I did that night 10/20. It has been almost 7 months since the issue initially occurred and was reported, and another 5 months since my last attempt to contact someone and no one from Amtrak has done a thing. Between their false advertising for the tickets, and that it's been over half a year with no resolution I desire BBB's help in receiving compensation.

  Business Response

  Date: 06/30/2023

  6/28/2023 

  Dear *** ******:
  
  Thank you for your recent correspondence.
  
  We apologize most sincerely for the late arrival and missed
  meals you reported.  We are working hard to improve the level of service
  we provide to our valued customers, and it is distressing to read that we let
  you down on this occasion.  Please accept our most sincere apologies for
  your inconvenience and our delayed response.
  
  After an additional review of your case, I have requested
  that a partial refund in the amount of $227.00 be credited to the **** used for
  purchase.  This amount represents the cost of your private accommodation
  on your return trip.  Please allow at least two weeks before this
  adjustment appears on your account.
  
  Once again, thank you for writing.  We hope to have the
  privilege of serving you in the future under better circumstances.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations

  Customer Answer

  Date: 07/01/2023

  [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. I don't believe it should have taken 10 months to be resolved, but I'm glad this is finally done.
  
  
  
  Regards,
  
  
  
  ***** ******