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:01/17/2023

  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 January 4, 2023 I took the Auto Train from Sanford FL to Lorton VA. My train was delayed almost 8 hours, causing me severe distress. I had an auto accident on 04/01/2020 and I suffer from PTSD. Because of the train delay, I had to drive, in rush hour while it was raining, around DC, causing me severe anxiety. I purposely took the train, so that I would not have to drive after dark, or I could have just driven back to PA from FL, saving me at least $300. Amtrak has agreed to provide me with a voucher for $300. Unfortunately, ****, the representative that I spoke with, told me that I will have to use it all at once, for one trip. This was the first time I’ve traveled this far via Amtrak, and after my experience, I’m not sure I will ever be comfortable doing it again. If I were able to spread the voucher over multiple trips, I might be able to use it. I am seeking a cash refund, the option to use the voucher in increments until it’s exhausted, or multiple small vouchers (to equal $300). I have emailed Amtrak's OCR department to try to resolve this matter, but have only received automated responses.

  Business Response

  Date: 02/09/2023

  Dispute Resolution Team,

  After an additional review of the case, we have issued ****************** a partial refund in lieu of the Transportation Voucher.  We have notified her by email, please see attached. 

  Customer Answer

  Date: 02/12/2023

  [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:01/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/15/2023, I purchased a rail pass for $299 from Amtrak. I later realized, after reading the fine print, that you must use the rail pass within 3 months of purchasing it. I called Amtrak, who informed me that my pass would expire on May 14, 2023. I then requested an extension bc my travel plans were for the end of May, into June and was told only customer service could grant an extension but was closed on Sundays. I called on 1/17 asking for customer service and an agent named "Ashanti" refused to transfer me unless I retold the whole story which meant I was going to need to tell it AGAIN when transferred which I was not trying to do. She then said I needed a reservation in order to be transferred. I gave her my name and number since I didn't have access to my emails at the time and she said she couldn't find anything in the computer. She then asked for my FULL credit card number and claimed she still couldn't find anything. I then asked for a supervisor and she again refused to transfer me so I hung up and called back. The second agent transferred me to a supervisor who, miraculously, found the reservation and surprisingly only asked for the last four of my credit card, unlike "Ashanti" who asked for the full number. The supervisor gave me conflicting information by declaring she couldn't give an extension and it had to be a "courtesy" afforded by customer service. When I clarified that the booking agent said it had to be done by customer service, she said I was previously speaking with customer service and she was customer relations. I also informed her I wanted to make a complaint regarding "Ashanti.". She informed me that they don't use names and I would need an ID number for "Ashanti" to make the complaint. After asking doesn't their system track all incoming calls and my number be traced back to the agent, she said yes but "the complaint will be internal and there will be no follow contact." I have no resolution and am highly annoyed!

  Business Response

  Date: 02/10/2023

  Dispute Resolution Team:
  
  Our Customer Relations Specialist spoke with ****************** on 1/17/23 and documented a formal complaint on her behalf. We apologized most sincerely for the unacceptable service ****************** reported by ********  A copy of her complaint was sent to the appropriate management and was handled.  We regret that, due to labor agreements, the results of internal investigations must remain confidential within the corporation.  
  
  On 1/20/23 another of our Customer Relations Specialist spoke with ****************** regarding her request to extend the expiration date of her USA Rail Pass. We advised ****************** that all travel on the pass must be completed by 11:59 pm on 5/14/23, the pass cannot be extended.
  
  

• Initial Complaint

  Date:01/11/2023

  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.

  Hello, I am *************************, Girl Scout Leader for Troop ***** and Amtrak owes our Troop over $3,129.57 for train tickets that we purchased for travel to Savannah, GA from West Palm Beach, FL. It has been over 6 months & we followed the protocol to receive a refund that was outlined. Our troop completed various fundraisers to pay for the trip and were very excited about riding the train. Amtrak kept delaying the departure time on June 15, 2022 and we ended up driving to Savannah, but the delay in receiving the refund is hindering our troop from going on more adventures. Please help us draw attention to our story and recoup our money. Please see additional notes: 6/15/22-WPB Amtrak Employee (*******) called Group Sales/Customer Relations & Nicole confirmed that a full refund would be issued if the group ticket was returned via certified mail, ****** provided the following address: Attn Amtrak Group Sales Department 2198 Horning Rd. Philadelphia, PA 19116 7/11/22-Certified mail was received 8/24/22-******** it takes 6 weeks from receipt of the returned ticket & the refund would be processed within the next week because it had only been 5 weeks since the ticket was received. She indicated that she would call me back, she never called me back 9/7/22-****-says that he wasn't familiar with the process and didn't know where to look in the system. 9/7/22-******* States that the refund was processed on 8/4/22 States that it takes 6 weeks from processing date of 8/4 Confirmed that the refund was processed to a card ending in**** States she didn't know why ******** never returned my call or why ******** didn't tell me that the refund was processed on 8/4/22 Good morning,Thank you Show quoted text ************************* **************

  Business Response

  Date: 02/09/2023

  Dispute Resolution Team,

  **************** received her refund by check, by ***** delivery on 2/6/23.

• Initial Complaint

  Date:12/28/2022

  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.

  RE: Amtrak Vacations Reservation #****** We humbly submit that Amtrak Vacations/Amtrak has with held a portion of our rail trip money from us as we requested (a monetary means of return). Explanation is as follows: We were informed that our intended train was supposed to be delayed by 6 hours, but ended up being approximately 12 hours late and the reason given was due to staffing shortages. Because of this, I requested a cancelation. Despite that, I still had my hope that this trusted company, Amtrak, would do right by us and take care of us. In reality, we spent Christmas weekend at home, sad and depressed and, on top of that, wondering if we would ever see any of our money again. After worrying for 5 days, we finally found out that 1/3 of our money will be tied up in a voucher. It was explained to me that this money was in a voucher because of vendor agreements, which to this day still doesn't make sense to me. We, the customer, are made to acquiesce to having our money held in a voucher because of vendor agreements with Amtrak Vacations, vendors that we would not have been able to enjoy fully anyway because of the delay in Amtrak's train timetable due to staffing issues. I feel that this is a scam! Money should be returned in full when promised services are not rendered. We are now left sad, depressed, disappointed, and disillusioned with the Amtrak name. .

  Business Response

  Date: 03/31/2023

  --------- Forwarded message ---------
  From: ******* ******* <**************@amtrak.com>
  Date: Thu, Mar 30, 2023 at 9:08 AM
  Subject: Complaint ID ********; ***** * ********
  To: Dispute Resolution Team <[email protected]>
  
  

  Dispute Resolution Team,

  We regret that *** ******** was not satisfied with the Voucher previously issued.   Per our terms and conditions, A Future Travel Voucher was given in the amount of $3449.00 on Dec 28th, 2022 due to being in penalty when cancelling the reservation.  Upon a further review, the total of $3,449.00 was refunded to ***** ********’s card ending in **** on Dec 29, 2022. There were two separate refunds processed on the Dec 29 - $3.173.88 and $275.12.

  The total received from ***** was $3767.00. The remaining $318.00 was for the ******** Insurance which is non-refundable.

  Thank you,

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

  Customer Relations Specialist, Office of Customer Relations

  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001

• Initial Complaint

  Date:12/28/2022

  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 50.00 Amtrak voucher to use before it expired. There were a plethora of errors with trying this via the website. It appeared very dysfunctional. I eventually received a voucher. I was at my destination and called Amtrak to change my return. I learned then that THEY CHARGED MY AMTRAK CREDIT CARD? I NOT ONLY USED A VOUCHER BUT I HAVE 180,00 AMTRAK POINTS. There was no way I had intentionally CHARGED this RT . The telephone Amtrak Rep discovered the error and canceled the return on my Amtrak Charge card. He then made a new return using my voucher but the damage was done. I called Amtrak when I got home and was on hold for 1 hour and emailed them from the Amtrak rewards website but that was a week ago and I have NOT heard back?

  Business Response

  Date: 02/14/2023

  ---------- Forwarded message ---------
  From: F*****, Aluster <**************@amtrak.com>
  Date: Tue, Feb 14, 2023 at 3:36 PM
  Subject: Complaint ID ********; ****** *****
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Dispute Resolution Team,

  Our Customer Relations Specialist spoke with *** ***** on 12/29/22.  He accepted our apology for the difficulty that he experienced with this reservation.  In addition to our most sincere apologies, we issued *** ***** a Transportation Voucher for $100.00 for his inconvenience. He was satisfied with our resolution. 

   Thanks,

   

  Aluster *. F*****

  Customer Relations Specialist, Office of Customer Relations

  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001

  Customer Answer

  Date: 02/14/2023

  [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:12/22/2022

  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 Nov 16th, 2022 my husband I took the Amtrak Auto Train from ******* ** to ****** **. We brought our 2012 ****** Prius Plug-In that was in perfect shape mechanically. We followed all boarding criteria and left our Prius at the check in for the employees at ******* to load on to the Auto Train. We always have our headlights set to: "Auto On/Auto Off" so that the lights turn OFF automatically when the car is shut off. Long story short...Upon arriving in ****** ** the next day (5 hrs late!) we waited over 1 1/2 hrs for our car to be unloaded. While we were waiting, we hear an announcement that there were only 3 cars left on the train and that ONE of them had to be jump started and the other 2 were stuck behind that car. Finally, OUR car comes off the train. The employee tells us they had to jumpstart the car.....so it was apparently OUR car that had the dead battery. Right away, we noticed the car was running rough AND all the alert lights on the dash were ON. As I pull out to get out of the way of all the traffic behind us, I'm looking at the controls on the dash and steering wheel. It's daytime, the sun was out, it was about 4 pm. I noticed my HEADLIGHTS were ON. So I looked at the headlight control, and it had been switched to the ALWAYS ON setting.....it was not at the Auto On/Auto Off that I had it on when they took possession of our car. We had a 2.5 hour trip to our next destination: ****************. (Originally, IF the train had arrived on time, we would have made it to our destination during daylight hours.) The car would not go above 52 mph! We got off at the next exit off the highway and called a mechanic that was nearby. They told us we would need to leave it overnight for a diagnosis. So, after spending $200+ for a hotel, the next morning we had to pay $500+ for the new battery that was needed. We immediately contacted AMTRAK that night and were given an 'OCR' Case number. 5 weeks after complaint submitted, no answer has yet been given.

  Business Response

  Date: 02/20/2023

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

  Dispute Resolution Team,

   

  Our Customer Relations agent spoke with Ms. ***** ******* on 11/17/2022 and apologized for the multiple issues that she reported.  Along with our sincere apology Ms. ******* accepted a Transportation Voucher for $150.00 towards future travel.

   

  At both the Sanford and Lorton Auto Train terminals, drivers employed by an independent contractor move vehicles on to- and off Auto Train.   Ms. ******* filed a claim in the amount of $516.07 with the vendor, it was paid in full on 1/25/23.  A second reimbursement has been approved by the vendor for an additional $258.83 to be paid to Ms. *******.

   

  Thank you,

   

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

• Initial Complaint

  Date:12/15/2022

  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 am attaching a pdf version of a letter recently sent to Amtrak detailing my November 29th trip on the Auto Train from ******, ** to *******, **.There were delays during the trip which, although inconvenient, are understandable and can happen. The main issue was the actual trip itself, which you will see detailed in my letter.

  Business Response

  Date: 02/20/2023

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

  Dispute Resolution Team,

   

  Our Customer Relations Agent spoke with Mr. ******* ****** on 2/17/23, we apologized for all of the problems they reported.  They declined to fill out an injury report. 

   

  We voided all the Transportation Vouchers previously issued in the total amount of $800.00, and in lieu authorized a refund for $800.00 to the original form of payment.   We also authorized the full refund for the return trip, both the $250 refund fee charge, as well as the eVoucher for $893.00 to the original form of payment.

   

  Thank you,

   

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

• Initial Complaint

  Date:12/06/2022

  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.

  DOT Dec 2022 Attempted to salvage a reservation but policies in writing for customers differed than staff instructions Ticket and policies could not be resolved Tried contact ECR and OCR to no avail, no response

  Business Response

  Date: 02/15/2023

  ---------- Forwarded message ---------
  From: F*****, Aluster <**************@amtrak.com>
  Date: Wed, Feb 15, 2023 at 9:36 AM
  Subject: Complaint ID ********; * *****
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Dispute Resolution Team,

  On 12/6/23 ***** ***** filed a formal complaint against our website and employees with our Customer Relations Specialist.  The complaint was documented and forwarded to the appropriate management for review.  Our agent attempted to review ADA policies and procedures with *** ***** advising that cats are not recognized by ADA as Service Animals.

  Aluster *. F*****

  Customer Relations Specialist, Office of Customer Relations

  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001

  Customer Answer

  Date: 02/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response from Amtrak because: The reply fails to note the facts of the issue of the complaint, which is the web pages do not clearly explain the ADA travel guidelines for disabled clients. Whether disabled clients have emotional support, psychological, or guide animals that are dogs, horses, or cats is not the factor of the complaint. The factor of the complaint is that the web page is not ADA complaint and clear, so the reply that was shared is rejected since the web page remains unclear regarding the guidelines. Defining the animals well for travel is missing, as the terms just define the animals in general but without segregation and clarity until clients telephone for additional information. The same applies for carrier purposes. For example, Southwest Airlines have excellent clarity on the web pages of its company and guidelines, as it states in writing, "We allow one pet carrier per ticketed Customer. Each pet carrier can contain no more than two of the same species of a small cat or dog." Amtrak does not give that clarity. Likewise, Amtrak representatives claim via telephone indicate the Conductor on the trains make the final decisions of pets of service animals. Factually, the Amtrak web pages are not thoroughly ADA accessible either, but I have yet to report those errors to regulatory agencies, as I thought kindly to file a complaint in this forum first. Amtrak should responsibly update its web pages to have clarity of ADA policies, pet traveling, service animals as required versus trying to defer the issue.
  
  
  Regards,
  
  
  
  * *****
  

  Customer Answer

  Date: 02/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  I am rejecting this response from Amtrak because: The reply fails to note the facts of the issue of the complaint, which is the web pages do not clearly explain the ADA travel guidelines for disabled clients. Whether disabled clients have emotional support, psychological, or guide animals that are dogs, horses, or cats is not the factor of the complaint. The factor of the complaint is that the web page is not ADA complaint and clear, so the reply that was shared is rejected since the web page remains unclear regarding the guidelines. Defining the animals well for travel is missing, as the terms just define the animals in general but without segregation and clarity until clients telephone for additional information. The same applies for carrier purposes. For example, Southwest Airlines have excellent clarity on the web pages of its company and guidelines, as it states in writing, "We allow one pet carrier per ticketed Customer. Each pet carrier can contain no more than two of the same species of a small cat or dog." Amtrak does not give that clarity. Likewise, Amtrak representatives claim via telephone indicate the Conductor on the trains make the final decisions of pets of service animals. Factually, the Amtrak web pages are not thoroughly ADA accessible either, but I have yet to report those errors to regulatory agencies, as I thought kindly to file a complaint in this forum first. Amtrak should responsibly update its web pages to have clarity of ADA policies, pet traveling, service animals as required versus trying to defer the issue.
  
  Regards,
  
  
  
  * *****

• Initial Complaint

  Date:12/05/2022

  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 12/4/22 I was to travel to and from Lancaster, PA, from Harrisburg, PA via Amtrak train. However, the return train did not arrive at the appropriate terminal as the building signs and my ticket directed. Instead the train was missed due to it arriving at another terminal due to mechanical issues that prevented one side of the train from opening its doors. I only found out about this after the train had departed as I tracked down an Amtrak employee, ********* - Lancaster Station - who confirmed the train arrived, but at the wrong terminal due to those mechanical issues. Amtrak's lack of communication regarding the change led me to be stranded in Lancaster and forced to take an **** home, costing MUCH more than my train ticket. Not professional at all. No employees were at the station providing directions or updates. No screens relayed the change, and no email was received alerting me to the change in terminal. It was only after waiting at the station and realizing the train wasn't coming that I had to track down an employee who radioed in for a report and ONLY THEN was it discovered the train pulled into a different terminal than my ticket indicated. AWFUL EXPERIENCE. I have followed up with Amtrak and my bank since, but would like to make this official.

  Business Response

  Date: 05/07/2023

  --------- Forwarded message ---------
  From: ******* ******* <**************@amtrak.com>
  Date: Thu, May 4, 2023 at 9:20 AM
  Subject: Complaint ID ********; ****** *******
  To: Dispute Resolution Team <[email protected]>
  
  

  Dispute Resolution Team,

  An automated credit in the amount of $12.00 was applied to the **** account by which *** *******’s tickets were purchased, on December 29, 2022.  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.

   Amtrak provides compensation on case-by-case basis. In this situation, we do not reimburse the expenses passengers might incur, nor do we assume liability for the plans and commitments of our passengers.  Therefore, I must respectfully decline *** *******’s request for reimbursement of his incurred expenses.   

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

  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:12/02/2022

  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 have Amtrak vouchers totaling $486.55 that I purchased almost two years ago. They expired last year and Amtrak gave me an extension. The problem being that I could not travel on Amtrak due to COVID when I first got them, and then I moved to Warrenville, SC (3,000 miles from CA). Amtrak from SC only travels one route. I've searched routes to places I could go to visit my children. They would have me on trains and buses with transfers for days. I'm old and cannot possibly do all that. So, I started attempting to get in touch with Amtrak. First by phone, and the calls always said lines were busy, to call back. So I started emailing. I've sent over four emails and only get an automated return. I am so frustrated. I cannot use the vouchers, they are expiring this month, I was not allowed to give them to my daughter because I had to be part of the trip, so I am at a loss. I cannot afford to lose close to $500. That's a lot of money for me. I am seeking a refund for the vouchers.

  Business Response

  Date: 06/11/2023

  6/8/2023

  Dear *** ****:
  
  Thank you for your correspondence.
  
  I was sorry to read about your inability to travel using your Transportation Vouchers before their expiration.  A Transportation Voucher cannot be refunded, it has no monetary value.  After an additional review of your case, I must respectfully decline your request for reimbursement.  I hope you can understand Amtrak’s position in this matter. 
  
  After an additional review of your case, as a final courtesy, your Transportation Voucher value of $486.55 has been reissued; I hope that you will have an opportunity to use it because it will not be renewed.  An email confirmation has been sent to the following email addresses: **********@*****.com which includes the Transportation Voucher number, amount, and expiration date.
  
  TRN-VOU#: **********                                                                                
  TOTAL AMOUNT: $486.55
  ISSUED: 6/8/2023                                                                                                             
  EXPIRES: 6/7/2024
  CASE ID: ********
  NAME: ****** ****
  
  

  Once again, thank you for writing.  We look forward to the privilege of serving you.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations