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: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.

  I had a train orginally booked to leave Chicago on March 7. I didn't end up traveling to Chicago due to a severe storm. I contacted Amtrak 4 times with not one call back to an email, call, or message. I wanted a refund for the $40. I now was scheduled to leave Chicago 3/26 and they cancelled my train and I was stuck in Chicago for another night which cost me over $100. Luckily I had a free place to stay. I would like a refund for the March 7. I would expect a refund for the $40, $55, and the $100 I paid.

  Business Response

  Date: 08/16/2023

  8/16/2023 

  Dear *** *****:
  
  Thank you for your writing.
  
  We appreciate your patronage and 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.  Thank you for taking the time to send us your feedback and concerns.  
  
  The fare you purchased requires cancellation prior to travel to be eligible for reimbursement. If not canceled before the scheduled departure from the origin, the ticket is forfeit and remaining travel is cancelled. Confirmation of cancellation is confirmed by an email, which includes a statement of any applicable refund. We can certainly understand the inconvenience and frustration this may have caused you.  For a complete overview of our refund policy, please visit **********************refund-and-exchange-policy.
  
  We have reviewed your appeal and confirm the Refund Policy applied in the handling of your case is correct.  As a courtesy, I’ve authorized a refund of $40.00 per reservation to be applied to the ******** ******* account by which the original tickets were purchased for reservations #****** AND #******.  This procedure has been performed electronically, and no paper credit receipts were generated.  Depending on your bank’s procedures, please allow at least two weeks before this adjustment appears on your account. 
  
  As much as we regret the inconvenience to you, in this situation Amtrak does not provide compensation for 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 request for reimbursement of the additional expenses you incurred.  Your understanding is appreciated.
  
  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
  

  Customer Answer

  Date: 08/16/2023

  [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:03/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket for my son from St Louis to Chicago on 3/24/23. The train was cancelled by Amtrak so got a ride to Champaign IL and booked a ticket for the next day (3/25/23) to Chicago which was also cancelled. He was stranded in Champaign and had to purchase an expensive Greyhound ticket and he arrived twice the distance from where Amtrak would have dropped him off. I requested a call bac k from Amtrak 3x and never heard back. I also had to wait on hold for over 30 min. to get a refund. Amtrak needs to do better as people are relaying on you for transportation.

  Business Response

  Date: 09/01/2023

  8/30/2023

  Dear *** ********:
  
  Thank you for your correspondence.
  
  We are disappointed that your son experienced a cancellation while traveling with us. We strive to keep our customers informed and well taken care of even in the event of a service disruption. We are sorry that this was not your son’s experience. Please accept our sincere apologies for the inconvenience the cancellation caused your family. 
  
  We regret that you are not satisfied with our resolution. The Transportation Voucher of $40.00 previously issued 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 your son is adequate and must respectfully decline your request for additional compensation. 
  
  Again, thank you for your correspondence. We hope to have the privilege of serving your family in the future.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations
  

• Initial Complaint

  Date:03/24/2023

  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 paid for my Amtrak ticket on 3/23/23 for an amount of $15. As I write this I am currently sitting on the a train that has not moved in 30min after it was already delayed 60min initially. I have wasted time on this endeavor. I am a college student trying to get back home and time is of the essence. I would like my money returned in full for my inconvenience.

  Business Response

  Date: 09/01/2023

  8/30/2023 

  Dear *** ********:
  
  Thank you for your comments and feedback.
  
  While we do not guarantee on-time performance, we make every attempt to deliver our passengers in a timely manner. We strive to keep our customers informed and well taken care of even in the event of a delay. We are sorry that this was not your experience. Please accept our sincere apologies for the inconvenience and frustration the late arrival caused you. 
  
  I have authorized a refund of $15.00 to be applied to the ****** account by which the original ticket was purchased. This procedure has been 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. 
  
  Because we value your patronage, we have authorized a Transportation Voucher in the amount of $15.00.  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 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.  
   
  Again, thank you for your feedback. 
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:03/22/2023

  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.

  Amtrak guest rewards ********** had an offer in which if you got their ********** which they required a $99 annual fee for and you spent $1,000 in the first 3 months you would receive $20,000 Amtrak points added to your Amtrak rewards account. I got this card in February of 2023 and noticed on this date March 22nd 2023 that they changed their promotion to 40,000 points. The same requirements are for the 40,000 points to just open a Amtrak rewards ********** account with an annual fee of $99 and make $1,000 and purchases in the first 3 months to receive $40,000 points. I did make the $1,000 in purchases in only 30 days and only received 20,000 points. This is exactly the same promotion only they raised it from 20,000 to 40,000. I called Amtrak rewards asking if I could still get the additional 20,000 points and they stated no because I signed up under the old promotion. Even though I completed the requirements during the current promotion. Their answer to me was to get another credit card and do the same thing all over again for another 40,000 points which is ridiculous. All I want is my extra 20,000 points that would seem reasonable and fair. My rewards account number is ###-###-####. What's even more interesting is their current offer shows the 20,000 points crossed out and 40,000 written in as depicted by the attached screenshot I'm sending. Thanks

  Business Response

  Date: 09/01/2023

  Our Customer Relation’s agent spoke with *** ********** today.  He was advised that we cannot honor a different promotion than the one he had signed up for initially.   As a courtesy, we issued additional upgrade coupons to the passenger.

  Customer Answer

  Date: 09/11/2023

  I am satisfied with the business response.  They gave me some courtesy coupons.  Thanks 

• Initial Complaint

  Date:03/22/2023

  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.

  On 3/16 I rode the train in New Rochelle going to Providence RI. I had a lovely ride the attendants were very sweet! I had my 1 year old daughter and my small service dog with me. It was our first time on the train after just moving here, I had called ahead and talked to a very nice woman about reserving with my service animal, he is an alert dog to take medication to avoid the effects of my condition. She put everything together for me and I was all set. Fast forward to leaving on 3/21. I was about to board the train in providence, and was greeted by a woman yelling “You’re not riding” “I have no one on here with a service animal” and I originally calmly responded with I’m sorry I have it here in my ticket and rode down with no issue. Proceeded to tell her what the dog did and she yelled that he wasn’t a service animal he was an ESA and I needed a carrier or I wasn’t getting on. Clearly the train is leaving now and I don’t have/need a carrier I told all the same information to the woman at Amtrak with no issue. She was leaving us there and arguing with me even though I told her we have traveled in other ways with him for years. I then started to also get aggravated and giving some attitude back because she was about to leave a woman with her 1 year old in a city at 8pm with no one and no way home. I was incredibly nervous; another employee came over and both started speaking badly of me as I boarded after that, I had attitude and shouldn’t have been let on. I turned around and said I’m sorry, but you were giving me attitude and basically stranding me so of course I’m going to get a bit defensive. And the woman yells at me to calm down and the only reason I’m getting on is the baby. She then tells me snarkily that next time I travel bring a carrier. I have NEVER been treated this way and I am still in shock it happened. Please train your employees to be kinder. I spent most of my trip crying because of how stressful all that was. Embarrassing and not necessary.

  Business Response

  Date: 03/31/2023

  8/30/2023

  Dear *** *******:
  
  Thank you for your feedback.
  
  Amtrak welcomes feedback from customers, as it helps us to focus our efforts to improve service.  At Amtrak, we recognize that customer service is critical to the Corporation's success as a transportation carrier.  We expect every Amtrak employee to treat our customers with courtesy and respect and to perform their duties in a professional manner. 
  
  A copy of your complaint was previously sent to the appropriate management and was handled.  We regret that, due to labor agreements, the results of internal personnel actions must remain confidential within the corporation.  Your understanding is appreciated.
  
  Please accept our most sincere apologies for your dismay and inconvenience. The Transportation Voucher previously issued on March 31, 2023, was intended as a token of our apologies and an incentive to travel again.  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 sharing your feedback.  
  
  Sincerely,
  
  Customer Relations Specialist, Office of Customer Relations
  

  Customer Answer

  Date: 09/01/2023

  [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. Thank you.
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the tickets for Business Class Seats on 2/5/2023, weeks before the actual trip. This trip was to take me and my husband back from SEA-TAC to Portland where we returned from an oversea trip. Just before the actual trip while we were abroad, I received an email telling me that the train was cancelled. There was no time to arrange for alternate transportation. We were to be bussed to the destination instead. The bus has no 'Business Class Seats' so I overpaid for the trip. I want a refund of the difference for Business Class Seat and the (regular) Coach Class Seat. The very next day after the trip, I filed a complaint on AmTrak website. I have yet to hear from them. By the way, the staffs at the Tacoma **** Station were less than professional and helpful except for one old lady that helped me with the luggage. AmTrak encourages passengers to check in the luggage but when I tried to check-in I was told to check in to the bus directly. I assume that this was done because the cancellation of the train. Regardless, the luggage should have been checked in and transported from the check-in area to the bus for us. My husband is 68 years old and he had to drag the luggage to the bus himself while the young male staff stood by and watched. I was being helped by an old lady staff with one luggage while I dragged the other. This was ridiculous to say the least. The male staff (I don't get his name) should be fired for not doing his job. This is why nobody rides AmTrak. The CEO should be informed of this lack of professionalism of their employees. This was a humiliated and unpleasant experience, to say the least. For reference, the reservation number: ******

  Business Response

  Date: 03/31/2023

  Dispute Resolution Team,

  Please see the attached apology sent to ***** ***** with a full refund of their fare.

  Business Response

  Date: 08/21/2023

  8/21/2023

  Dear ***** *****
  
  Thank you for your feedback.
  
  We are sorry you did not receive the assistance you needed when you traveled with us.  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.  Our employees are expected to provide the best assistance possible and to perform their duties in a professional manner.  We truly regret that you received otherwise.  A copy of your letter has been forwarded to the responsible manager for review and corrective action.  
  
  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.  On March 31, 2023, an automated credit in the amount of $96.70 was authorized to the **** account by which the tickets were purchased.  This procedure was performed electronically, and no paper credit receipt was generated.  Please accept our most sincere apologies for your inconvenience.  
  
  Once again, thank you for writing.  We hope to have the privilege of serving you again in the future under better circumstances.
  
  Sincerely,
  
  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:03/20/2023

  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 purchased a 1 way Amtrak "Thruway" bus ticket from Eugene, Oregon to Oregon City, OR travelling 2/28/23 (reservation #******). The itinerary shows 2 stops in Albany, Oregon and Salem, Oregon on the route. I learned after arriving at the Eugene Amtrak station that the bus does not go to Oregon City at all but to downtown Portland, Oregon (14 miles away). From there they said Amtrak would order an Uber for me to return back to Oregon City. This is what happened and was not at all representative of the ticket that was sold to me. It also caused me to arrive in Oregon City 1-1/2 hrs later than expected. I contacted Amtrak by phone 3/8 about this concern, and followed with an email on 3/10, without response. My ticket was only $15 but request at a minimum that they refund this amount due to the incorrect advertising of this itinerary, which also caused me to miss an evening appt. It goes unsaid that they should also revise their system to accurately represent an itinerary being sold.

• Initial Complaint

  Date:03/17/2023

  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.

  Train reservation cancelled refund due $1214. Amtrak refunded the money back to my checking account but the account had been closed in June. I told this to an operator and she said it was OK that they would refund me a check once the money was rejected by ***** Bank. My ***** Bank account was closed in June the money was refunded in September. I have confirmed with Chase Bank they never received the money. I have confirmed with Amtrak the money was sent. Neither company has offered any resolution. I just want my $1214. I am not sure what to do next and I am very frustrated I am put on hold for hours at a time by both institutions with no resolution in sight. Thank you for your assistance.

  Business Response

  Date: 03/30/2023

  On 3/17/2023 we spoke with **********************, we provided reference number ***********************. We have verified that the Clearing House confirmed that ***** received the refund, it was  not rejected or returned.
  We advised the ********************** to call her bank and provide the reference number above to trace the transaction. We also advised that Federal Law required Amtrak to return funds to the original form of payment even if the account is closed.

• Initial Complaint

  Date:03/17/2023

  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.

  Subject: Refund Request Nature of Comment: Name: ******************* Email: ******************** Phone Number: ************** Amtrak Guest Rewards #: ********** Reservation Number: ****** Trip/Event Date: 3/15/2023 Message:Hi I've been trying to reach you over the phone concerning a my first Amtrak train trip. On 2/25/23 I was scheduled CIC - LAX to depart CIC at 4:12 AM during the night it was delayed 2 or 3 times and we didn't leave until around 10AM, along the way to LAX we were delayed over and over - in Sacramento the was a problem with fueling the train and was over an hour and in San Luis Obispo we waited for over and hour for a conductor replacement. We didn't arrive LAX until 4:30 AM Feb.26 the next morning. Because the train was so late leaving CIC we didn't get Breakfast and only two meals during 19 Hour trip in first class, and on top of that at the snack bar the Credit card machine was not working an the were running out of things even if you had cash. The 19 hours on the train does not include the hours waiting at the train station in the early morning. Arriving in LAX at 4:30 am was scary, cold and waking up my wife at 4:30 AM to give my a ride was well lets say not pleasant. I had round Trip first class tickets , but had cancel the Leg back to CIC as I had work on Wed morning and couldn't risk not getting Payroll done for my employees. I received only a $200 voucher not the $500 credit for the leg home. I read your policies but the experience was so terrible that I demand at least $500 credit to my card, if you want me every to ride Amtrak again refunding my whole trip world more appropriate.******************

  Business Response

  Date: 08/28/2023

  8/25/2023

  Dear *** *****:
  
  Thank you for your feedback.
  
  We appreciate your taking the time to share your observations and concerns and have entered your feedback into our customer database.  We are disappointed that you experienced a delayed departure and late arrival.  We can certainly understand the inconvenience and frustration this caused you.  We are working hard on a number of fronts to improve our ability to run on schedule.  In spite of our best efforts, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business.  
  
  We understand that, as a result of your conversation with our Customer Relations Representative, a Transportation Voucher #********** in the amount of $200.00 has been issued as compensation for your inconvenience.  We hope that you will use it toward the purchase of your next Amtrak ticket purchase. 
  
  Our cancellation policy for Private Rooms entitles you to a refund to original form of payment with 25% fee charged if canceled 120 to 15 days before departure. Within 14 days of departure, 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 your case is correct. A non-refundable eVoucher #********** for $370.50 was created on February 26, 2023, it is valid until February 20, 2024. For a complete overview of our refund policy, please visit **********************refund-and-exchange-policy.
  
  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:03/15/2023

  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.

  On Jan. 15 2023 I was waiting for the Amtrak station in Tucson AZ to open at 4 PM. for about an hour. It was rainy in Tucson, windy, and it cooled off alot. I had to put another shirt over my jacket but only had one long sleeve that was already dirty. I had no place to go after they closed but that call was mine. I was traveling frugally like a lot of people do and had no money for a motel and was on the road since about Jan,9 I asked the employee in charge if I could stay in the station until they closed at 11 PM He said no though I had a ticket to leave on the train the next day. After telling him about my shirt he started attacking me, being mean, and abusive. He told me he could smell me already and he told me 2 or 3 times that I should have money to stay at motels like other people. Then he said I should trim up my beard {I have a big beard}. So he denied me from staying inside though there was only one other passenger inside. {I only stayed about 15 minutes and changed my clothes in the restroom. I didn't smell and the shirt didn't hardly smell that bad. If I wasn't being attacked I would have thought of taking it off or telling him I would. I know enough to do these things. I did find a place to stay all night at the ********* that closed early, but allowed me to stay on the property outside. The Amtrak employee wanted me to be presentable when I was traveling and on the road. How can one stay at a motel when you are on the train for 3 days? I also took the ********* bus from California to Tucson. Many people, even with children, rode as I did in regular coach. He was way out of line and serious. I had clean clothes with me and the Friday before I was able to take a shower and change into clean clothes in California.

  Customer Answer

  Date: 03/23/2023

  I would like Amtrak to contact me at ************************** to let me know that they followed up with my complaint against the supervisor by investigating it and addressing it to the employee.  I realize any actions toward the employee cannot be disclosed and I don't want that, but I want to know if they addressed the complaint with the supervisor and did indeed take action with him.  Thank you.

  Business Response

  Date: 08/21/2023

  8/18/2023

  Dear *** *******:
  
  Thank you for writing. 
  
  Amtrak welcomes feedback from customers, as it helps us to
  focus our efforts to improve service.  At Amtrak, we recognize that
  customer service is critical to the Corporation's success as a transportation
  carrier.  We expect every Amtrak employee to treat our customers with
  courtesy and respect and to perform their duties in a professional manner.
  
  A copy of your complaint was previously sent to the
  appropriate management and was handled.  We regret that, due to labor
  agreements, the results of internal personnel actions must remain confidential
  within the corporation.  We hope you will accept our apology for your
  disappointment and give us another opportunity to serve you.
  
  Once again, thank you for writing.  We look forward to
  the privilege of serving you under better circumstances.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations

  Customer Answer

  Date: 08/23/2023

  [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,
  
  
  
  **** *******