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

  400 N Capitol St NW Washington, DC 20001-1511

• 

  Amtrak

  PO Box 70 30th Street Station Philadelphia, PA 19105-0070

• 

  Amtrak

  200 Cleveland Memorial Shoreway NE Cleveland, OH 44114

• 

  Amtrak

  1688 Peachtree St NW Atlanta, GA 30309

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:03/12/2023

  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.

  AMTRAK train from Vancouver-Seattle on saturday March 11th, 2023 RESERVATION NUMBER ****** TRain ***, 6:30-11:00, Vancouver-Seattle Train stopped in Bellingham, WA And no help to answer questions and concerns, I had to spent $267 US dollars for an **** from Bellingham to Seattla-Tacoma Airport

  Business Response

  Date: 03/30/2023

  Dispute Resolution Team:
  
  Thank you for your recent correspondence.
  
  Let me apologize on Amtrak's behalf to ************** for the service disruption that she experienced when traveling with us.  We can certainly understand the frustration this caused her.  The disruption was beyond Amtrak's immediate control, on March 11th a **** coal train derailed causing the cancellation of train service between Bellingham and Seattle.  Please accept our most sincere apologies for your inconvenience.
  
  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 the reimbursement request for **. ****** **** fare.

  I have requested that a refund of **. ****** fare in the amount of $34.00 be credited to the ********** used for purchase.  Depending on the banks procedures, please allow at least two weeks before this adjustment appears on the account. 

• Initial Complaint

  Date:03/12/2023

  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 a rail pass on February 13, 2023 and for the majority of the 30 day period, the rail pass seats were blocked out due to cancellations. I spent over $500 in hotel bills last week being stranded in Kelso, Wa. because all the rail pass seats were blocked out for a week. My luggage worth around $3000 was stolen by Amtrak employees and they refused to search for the items or file a report. Amtrak customer relations promised that the Chicago Union station managers would provide hotel vouchers to bridge the gap between trains upon my arrival yesterday. When I arrived in Chicago, everyone on my train that was nine hours late, was offered a hotel voucher, a food voucher and a box of food. I was discriminated against because I am white and the station manager refused to give me a hotel voucher even though it was approved by customer relations. I was told by ******, a ***** manager, that my luggage was securely stored in the baggage room. Then my luggage was stolen and they refused to search for it or report it. Then ******* called Amtrak police to force me outside in 15 degree weather even though I am 66 years old with two aneurysms on my aorta. My blood pressure went up to 230/110 and I ended up spending thousands of dollars in the ER.

  Business Response

  Date: 03/30/2023

  Dispute Resolution Team,
  
  Our Customer Relations agents have spoken with **. ********************* on numerous occasions between 2/16/23 through 3/24/23.  The feedback she provided gave us a very good case study of our customer expectations and experiences. 
  
  Refunds are reviewed on a case-by-case basis and cannot be authorized without the original receipt for documentation.  ************ was advised on several occasions that before monetary refunds can be authorized, we require the original receipts for review.  This documentation can be sent to [email protected] for our review and consideration.
  
  We sincerely regret **. ***** allegations of discrimination during her Amtrak journey.  Amtrak strictly prohibits discrimination and harassment based on an individuals race/color, sex (including gender), religion, national origin/ethnicity, age,disability, veteran status, sexual orientation or other personal characteristics protected by law.  An internal investigation has been initiated so that this matter can be reviewed, and corrective action taken.
  
  While we can certainly sympathize with **. ***** frustration and desire for restitution.  We advised the passenger that Amtrak does not accept liability for items that are not placed in our checked baggage service.  We hope that she will understand that as passengers do not register carry-on items with Amtrak, we can accept no liability for such items. 
  
  We appreciate **. ***** enthusiasm about Amtrak travel. As a courtesy, on 3/23/2023, we 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.? Also, we honored an additional segment of travel and rebooked another segment on a new reservation.
  
  Thank you,

  Customer Answer

  Date: 04/02/2023

  [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 offered $350 in travel vouchers but refused to let me use them. I was never reimbursed for hotel, food or taxi expenses. 

  
  

  Sincerely,

  
  

  BBB **************** Team

  
  

  ---------- Forwarded message ---------
  From: ********************* <*********************>
  Date: Tue, Apr 4, 2023 at 10:42?PM
  Subject: More Response for #*********
  To: <[email protected]>
  
  

  Dear BBB,

  
  

        Since I have rejected Amtrak's response to my complaint because it had inaccurate information, several things have happened. I wanted to add that because Amtrak lost my checked luggage with my medical records for two weeks, I traveled cross country from Washington state to Florida and was unable to set up an appointment with the **** ****** because I did not have my medical records. 
             In Amtrak's response, they said that my luggage was unchecked yet I checked the luggage into their system in Portland, Oregon before they lost it in Chicago. Since then, they found my luggage but I still have been unable to get to the **** ******.
               Also, they did issue three travel vouchers for late trains, cancelled trains and inconvenience for a total of $305.00. I attempted to use one of the vouchers for $155.00 on April 1,2023, to attempt to get to the **** ****** in Minnesota for lifesaving advice from cardiac specialists regarding my two 4cm aneurysms on my aorta.
               After the Seattle ticket agent refused  to secure my box with medical records in it and was abusive to me, they denied my entry on the train because according to a female manager "I reported too many issues. " 
             I attempted to call the 800 number early this week and was informed I am being denied the opportunity to use their 800 number and to communicate via email. I have communicated by email and am in the process of submitting my hotel receipts.
            I requested that Amtrak provide monetary restitution for the $305 they offered in travel vouchers they refuse to allow me to use. I have not received a response about the reimbursement for the travel vouchers but it is not ethical to offer a concession for travel and then refuse to let me use the travel vouchers.
               They did write an email about refunding my rail pass but have not sent a refund. Every single concession that Amtrak has offered has been impossible to use or not implemented.
           The fact they replied to my complaint stating I did not check my luggage proves they did not even research the issue because I have the luggage check tag to prove it. At this point I would like the following:
  
  1. Refund of rail pass ******
  2. Monetary reimbursement for travel vouchers that equal $305 that Amtrak refuses to allow me to use 
  3. Reimbursement of hotel and other expenses incurred from excessive blocked out rail seats from cancelled and late trains. 
  
          Please pass this response to Amtrak for their review and hopefully they will make things right. Thanks so much for your continued help!

• Initial Complaint

  Date:02/25/2023

  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.

  I purchased a train ticket for $475 from Amtrak online. There was no mention of no refund policy until I called and they told me that I can look it up online. I don't see why they couldn't have put that on their website before you purchase the ticket. At least give people a fair warning that their money is not going to be refunded.

  Business Response

  Date: 08/21/2023

  8/18/2023

  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 $474.00 to be applied to the ****** Pay account by which the original ticket was purchased. 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. 
  
  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:02/23/2023

  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.

  Case ID: ******** 9/7/22: I spoke with ***** on the phone at 11:53am. I was interested in moving up my travel plans but didn't want to lose the amount I'd already paid toward the trip. She assured me that we could upgrade my reservation ****** and cancel/refund the second leg of my reservation ******. I explicitly asked her if the amount of my refund would go toward the upgraded trip and she said no, I had to pay the full amount of the upgrade but that the $296 refund would go back on my credit card within 3 or so business days. I verified with her again that the amount would be refunded to my credit card before I agreed to pay the upgrade cost and she confirmed.9/12/22: I was made aware that the reservation ****** was not canceled or refunded. I spoke with another associate on the phone who canceled the reservation and created eVoucher number ********** to be used for a future trip. When I told her that I was promised a credit card refund she agreed that I should be refunded as promised and forwarded me to customer relations to change the eVoucher to a credit card refund. 1hr20min later the call was ended due to the end of business hours. After the call was dropped I submitted an online help form with all of the above information.10/12/22: After having not heard anything, I mailed a refund request to their Customer Refunds office in Philadelphia per the eVoucher page on Amtrak.com.12/17/22: Customer support emailed about the online help form I submitted on 9/12/22. ******** gave me a canned response about fare restrictions and eVoucher uses and denied my refund request. I told her that I do qualify for a refund because it was an upgrade and was promised one from the start. ******** reiterated that my refund had been denied but I could "escalate my concerns via email to their corporate office" via [email protected]/30/22: I sent a summary of all the steps I had taken and the proper documentation to the above email and have received no reply as of today, 2/23/23.

  Business Response

  Date: 03/30/2023

  Dispute Resolution Team,

  After an additional review of **. ******* case, on 3/9/23, as a courtesy, I authorized a refund of $296.00 to be applied to the ******** account by which the original tickets were purchased.  This procedure has been performed electronically, and no paper credit receipt was generated.  Depending on ********s procedures, please allow at least two weeks before this adjustment appears on the account. 
  

  Customer Answer

  Date: 04/02/2023

  [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:02/18/2023

  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.

  My original trip was cancelled, I would like a full refund. I was told the expenses would be covered and was directed to take cabs and save receipts etc, they have ignored my requests. Also I was screamed at by a employee that I have on video, I am asking for $609 for all of this. Case #******** I said I would never ride Amtrak again, they offered me a $50 voucher, this doesn't cover the cab fare even, this is ridiculous and now they are ignoring my case.Thank you

  Business Response

  Date: 08/17/2023

  8/17/2023 

  Dear *** *******:
  
  Thank you for 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 send us your concerns, we
  have updated your feedback in our customer database. 
  
  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 experienced otherwise.  A copy of your complaint was
  previously sent to the appropriate management for investigation and corrective
  action. 
  
  While we do not guarantee on-time performance, we make every
  attempt to deliver our passengers in a timely manner.  We are sorry that
  this was not your experience.  Please accept our sincere apologies for the
  inconvenience your late arrival has caused you.  While we are sympathetic
  to your frustration, we must respectfully decline your request for
  reimbursement of your completed travel and any additional expenses you
  incurred. Your understanding is appreciated.
  
  The Transportation Voucher previously issued was intended as
  a token of our apologies and an incentive to travel again.  We hope you
  will accept our apology for your disappointment and give us another opportunity
  to serve you using the Transportation Voucher previously issued.  We
  believe it was a fair offer.  It will remain on file. 
  
  We hope you will give us another opportunity to serve you by
  using the Transportation Voucher toward the purchase of your next ticket. 
  
  Again, thank you for your correspondence.
  
  Sincerely,
  
  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:02/16/2023

  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 booked a round trip Amtrak train ticket to Grand Rapids, MI from 2/10-2/12. On 2/12, I received an automated phone call and email message that said, "We wanted to let you know that the schedule for train #***, from Kalamazoo, Michigan on Sunday, February 12th, has been affected due to a service disruption. Don't worry, we've already set up alternate transportation for some or all of your route, and there's nothing you need to do. Train *** is cancelled and will have alternative transportation." My reservation for 2/12 through Amtrak involved an Indian Hills bus from Grand Rapids to Kalamazoo and then a train from Kalamazoo to Chicago. The train was cancelled and we were told on our Indian Hills bus that we'd be taking a ********* bus at 7:20pm back to Chicago. The driver of the ********* bus bus had no record of our reservations and wasn't going to let us on the bus. After repeatedly explaining our situation, she gave up and let us on. The communication was terrible. The experience was terrible. I paid $87 for an Amtrak seat and got a dirty ********* bus experience. By the time I was allowed on, the only seat option was next to a foul smelling bathroom, which I sat next to for 3 hours. Amtrak didn't send any customer rep to facilitate the change.

  Business Response

  Date: 08/17/2023

  8/17/2023

  Dear *** *******:
  
  Thank you for your feedback.
  
  We appreciate your taking the time to share your concerns and have entered your feedback into our customer database.  Allow me to apologize on Amtrak's behalf for the alternate transportation provided.  We certainly understand the frustration this caused you.  A copy of your complaint has been forwarded to the appropriate management for review and corrective action.  
  
  Your experience does not represent a typical Amtrak journey.  Because we value your patronage and in addition to our sincere apologies, I have authorized a partial refund in the amount of $49.00 be credited to the **** used for purchase.  Depending on your bank’s procedures, please allow at least two weeks before this adjustment appears on your account.
  
  Again, thank you for your feedback.  We hope to have the privilege of serving you in the future.
  
  Sincerely, 
  

  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:02/11/2023

  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 Feb 11, 2023, Train *** had mechanical issues, was at least 1 hr late. Messages were not timely enough to inform riders waiting at the station. When train finally entered station at New Carrollton Maryland the sign indicated ***, not ***. New Carrollton didn't even have any bathroom facilities open. There was no indication on the train which one it was. There was no announcement or indication or announcement of what stop you were arriving at each time the train arrives at a station.consequently I was on the wrong train. This is horrible. Who is running this company? Even local lines are better than this. Pathetic

  Business Response

  Date: 08/17/2023

  8/17/2023

  Dear *** ****:
  
  Thank you for your feedback.
  
  We appreciate your enthusiasm about Amtrak travel.  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 send us your concerns and have entered your feedback into our customer database.  I am forwarding your comments to the managers responsible for the New Carrollton Station for their further consideration.
  
  We sincerely regret that you boarded the incorrect train.  We can certainly understand the inconvenience and frustration this caused you.  Please accept our sincere apologies for your reported lack of notifications.  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 send us your comments.  
  
  Amtrak provides compensation on case-by-case basis. As much as we regret the inconvenience to you, we do not offer refunds for your completed travel.  Please forgive us for causing you both dismay and inconvenience on this occasion.
  
  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.  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.  Please accept our apologies for the inconvenience you report, and 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.  
  
  Sincerely,
  
  Customer Relations Specialist, Office of Customer Relations
  

• Initial Complaint

  Date:02/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 tickets. Due to being sick and not wanting to infect anyone else. I called and was told I would be refunded. Its been several weeks and I have not received my money back on my card. I want my refund asap. I also send an email to Amtrak but no one has responded.

  Business Response

  Date: 09/08/2023

  ---------- Forwarded message ---------
  From: ******, ******* <*******.******@amtrak.com>
  Date: Thu, Sep 7, 2023 at 9:05 AM
  Subject: Complaint ID ********; ******** ******
  To: Dispute Resolution Team <[email protected]>
  

  
  

  DRT,

  If due to personal situations beyond a passenger’s control, such as illness or death, Amtrak will waive refund penalties that would normally apply had a change or cancelation been made voluntarily.  Passenger must submit the appropriate proof of hardship for consideration. In this case, Hardship Documentation has not been received. 

   Reservation ******

   On 2/24/23 a refund totaling $123.50 was issued to the **** used for *** ******’s purchase of reservation #******.  A nonrefundable voucher of $94.00 was issued for the nonrefundable portion of her reservation.  *** ****** redeemed a portion of this voucher on June 30, 2023, for travel.  The current balance is $40.00.

  EVOUCHER DETAIL DISPLAY                                                                                                      

  ELE-VOU#: **********                  TOTAL AMOUNT: $   40.00 STATUS: ACTIVE  

  ISSUED:  12JAN23                 REFUNDABLE AMOUNT: $    0.00                 

  EXPIRES: 05JAN24                                                              

  NAME:  ******/********                                                        

  PHONE: ************         PARTNER ID:                      PNR/CREATION DATE

  AGR #: **********                                              ******/06JAN23 

  EMAIL: **************@*****.COM                                               

  ORIGINAL VALUE:   $94.00                                                      

  REDEEMED:    $54.00 EXCHANGED IN INTERNET ONLY,DC ON 30JUN23 AT 0328PM     0690

  END OF DISPLAY 

  Reservation ******

   On 1/12/23 a nonrefundable eVoucher was created for the cancelled reservation.  The tickets purchased were nonrefundable.

   EVOUCHER DETAIL DISPLAY                                                                                                          

  ELE-VOU#: **********                  TOTAL AMOUNT: $   47.00 STATUS: ACTIVE                                                                     

  ISSUED:  12JAN23                 REFUNDABLE AMOUNT: $    0.00                 

  EXPIRES: 06JAN24                                                               

  NAME:  ******/********                                                        

  PHONE: ************         PARTNER ID:                      PNR/CREATION DATE

  AGR #: **********                                              ******/07JAN23 

  EMAIL: **************@*****.COM                                               

  ORIGINAL VALUE:   $47.00                                                      

  END OF DISPLAY

  ******* *. ******

  Customer Relations Specialist, Office of Customer Relations

  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001

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

• Initial Complaint

  Date:01/28/2023

  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.

  Planned trip: ****** ******* to 1.Santa Barbara. Santa Barbara to emervile on bus to catch ********* *** to Chicago Took the night bus to Emeryville, but they sent me back to l.a. I left San Diego 25th,so this is a back, return near starting point. Left 26th then. 2. ********* ***** Los Angeles to Chicago.asigned seat #**. I slept their two nights. Went to Cafe car and when I returned someone is in my seat. They gave it away durning the night. Let oldlady stay and asked me to move. Rude, treat me like nothing.invomvience me make me pay for departure toutevtwivebu sending me back."it's okay" they dwy with no apology. It is not . Refund for extra bus trip and night they deadsigned my seat I was well behaved paying customer

  Business Response

  Date: 02/14/2023

  Our Customer Relation's Specialist made several unsuccesful phone calls to ************** on 2/9/23.   Our Specialist was not unable to reach ************** to discuss her complaint.  
  We left a voicemail and also sent an email requesting that she contact Customer Relations to assist us in documenting her complaint and resolving her issues.

• Initial Complaint

  Date:01/28/2023

  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 lost my mom in July. Without his high school sweetheart, my dad, an 89-year-old veteran, sank into depression and decreed that he would never travel again, especially by air. He spent the past 32 years as my moms only companion and caretaker, as she struggled with the effects of long-term Parkinsons. When we suggested the California Zephyr, Chicago to Emeryville, to my nephew’s May 20, 2023, wedding in CA, his face lit up for the first time since my mother’s death. Due to health challenges, his one condition was that he have a private bathroom — a disability indicated in the purchase of the original ticket. Determined to make this once in a lifetime trip come true to give him something to look forward to and get him to the wedding, I researched and purchased two tickets on 11/23/2022 (Res. # ******, $2440.20) for a private berth with its own bathroom–well in advance. It is the one thing that he has been looking forward to. Just last weekend, we purchased his non-refundable one-way plane ticket back to Wisconsin after the wedding. Yesterday I received a no-reply email stating that the sleeper car has been removed from our scheduled travel date. “We've changed your reservation to standard Coach seating and will refund you for the price difference.” The cold, impersonal nature of the email is insulting; the effect on our plans is devastating. The implication that our tickets could seamlessly be transferred to coach is ludicrous given my dad’s disability. No alternate dates were offered–simply an unapologetic no-reply that we have been moved to coach, despite his indicated disability. My dad is 89. We can’t simply defer this highlight experience to a later date. We are disappointed and blindsided by the impersonal treatment given our positive experiences with Amtrak in the past. We request that you assist in making this happen, finding a sleeper car with a private bathroom near our original travel date, assuring that we arrive in Emeryville by May 18th, 2023.

  Business Response

  Date: 02/10/2023

  Dispute Resolution Team,

  Our Customer Relations Specialist spoke with **** on 2/9/23.  Our agent was able to rebook **************** in an accessible bedroom the next day.  We issued a partial refund; they received the email confirmation while on the phone. We reviewed the travel details and **************** was fine with the new date.