Complaints

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

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• 

  Amtrak

  1 Massachusetts Ave NW Office Of Customer Relations Washington, DC 20001-1401

• 

  Amtrak

  60 Massachusetts Ave NE Washington, DC 20002-4285

• 

  Essex Junction Station

  29 Railroad Ave Essex Junction, VT 05452

• 

  Amtrak

  125 W 14th St Erie, PA 16501

• 

  Amtrak

  66 Lymon Street Springfield, MA 01103

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2022

  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.

  Hi, On April 16th, 2022 I purchased a first class (Car 3 Seat 1F) for 80 USD on Acela from ************* to ************************ at 9:00 PM on October 23, 2022. Amtrak cancelled the train on October 22nd, 2022 (without sending me any email notification) and instead I was put on the 7:01 PM Vermonter in a regular coach seat. I would like a reimbursement to reflect the differential in the ticket and experience, as well as the inconvenience of a longer train ride and abrupt change in schedule. On October 27th, 2022, I reached out to Amtrak **************** to resolve this issue, but they ignored my inquiry. ***********

  Customer Answer

  Date: 02/28/2023

  [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:12/01/2022

  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.

  Reservation #******-10Sep22 Paoli to NYC 10/29/22 While at the station, we heard a loud explosion. Shortly thereafter our train service was suspended indefinitely. We had very expensive theatre tickets and three hours to get there. Our only option was to drive. Service for the train resumed around 2:00 which was the same time at the show. I called Amtrak and the person said I had to go online and fill out a form. I went to the Amtrak website and filled out a customer service complaint on November 3. An auto reply said they would get back to me. They have never contacted me. I would like a credit for a future trip. Thank you.

  Business Response

  Date: 02/15/2023

  ---------- Forwarded message ---------
  From: F*****, Aluster <**************@amtrak.com>
  Date: Wed, Feb 15, 2023 at 2:33 PM
  Subject: Complaint ID ********; ***** ****
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Dispute Resolution Team,

  *** **** spoke with our Customer Relations Department regarding her complaint.  She accepted a Transportation Voucher for future travel along with our most sincere apologies for her inconvenience.

  Thanks,

  Aluster *. F*****

  Customer Relations Specialist, Office of Customer Relations

  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001

• Initial Complaint

  Date:11/22/2022

  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 reserved a sleeper car to travel from *** to ******* ********. The ride was good: the service was terrible. Travel commenced on 11/21/2022 at ************ (Reservation Number ******), on Train ** -- the ****************** to ******* ******* . I never received any notice that the train had arrived in ****** **** -- where I was supposed to transfer for service to ******* ********. The Amtrak Agent (*******************************), told me that he forgot to notify me that we were at the **************. He said that he was focused on another customer. ********************** told me that I was going to have to travel to *******, and that I would arrive in ******* ******** over 12 hours after I was scheduled to arrive in *******. When I called Amtrak to seek help regarding the situation, I was told that I had to contact Customer Relations. Customer Relations never answered the telephone. I was on hold for hours. I was told by an Amtrak Agent that Customer Relations would call me back. As of this writing I have not received a telephone call from Customer Relations. I want my money back, and a refund still does not adequatel compensate me for the harm done as a result of this negligence.

  Business Response

  Date: 02/26/2023

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

  Dispute Resolution Team,

   

  Please see the attached email apology sent to Mr. ******.  In addition to our apology, we have issued a partial refund of his fare.

   

  Thanks,

   

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

  Customer Relations Specialist, Office of Customer Relations

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

  Customer Answer

  Date: 02/27/2023

  [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:11/21/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel my reservation with Amtrak Reservation number ******, because my wife is getting shipped out on military orders before Thanksgiving. I was not able to provide a reason of cancelling on the website. It only gave me a voucher. I do not want a voucher. I want my money back. Please assist. Thank you.

  Business Response

  Date: 05/07/2023

  --------- Forwarded message ---------
  From: ******, ******* <*******.******@amtrak.com>
  Date: Thu, May 4, 2023 at 9:10 AM
  Subject: Complaint ID ********; ******* *****
  To: Dispute Resolution Team <[email protected]>
  
  

  Dispute Resolution Team,

  Reservations with sleeping accommodations require cancelation within 1 hour of purchase to be eligible for a full refund.  Additional details on the Refund Policy may be viewed by entering the following ***, *******************************************************************************************

  As a onetime courtesy, I’ve authorized a total refund of $264.00 to be applied to the **** account by *** *****’s original tickets were purchased.  This procedure has been performed electronically, and no paper credit receipt was generated. 

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

  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:11/18/2022

  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.

  This is a formal complaint regarding my Austin, TX to Los Angeles, CA train trip beginning October 31, 2022 - Amtrak reservation #: ****** Despite the train being two hours late, and the station agent telling me the conductor had the discretion to approve my large trunk of belongings (allowing it on the train), the conductor decided to ridicule, mock, and humiliate me for 8 full minutes instead. He then said there'd be MORE humiliation for me at the next station, where he inexplicably would no longer have discretion, and the station agent would decide whether I could continue - or be stranded in San Antionio. This was uncalled for and extremely embarrassing to me. I was finally getting off the streets - after being homeless for six months - trying to get home to my family, and was singled out for harassment by the conductor. Rude behavior from Amtrak employees continued on the trip itself, as you will see in the attached video: Here's the video on *********: *************************************************************** And here it is on my ******* channel (with 22,000 subscribers & 10+ million views): **************************** I demand a full refund on my ticket price for being humiliated in front of the other passengers. The conductor deliberately terrorized me! Sincerely, **** ***** *******

  Business Response

  Date: 06/11/2023

   6/8/2023

  Dear *** *******:
  
  Thank you for your correspondence.
  
  We apologize most sincerely for the rude treatment that you report.  We expect our employees to treat our customers professionally and with courtesy, and we are so sorry that you experienced otherwise.  A copy of your complaint was previously forwarded to the responsible manager for review and corrective action. 
  
  We understand and appreciate the importance of good customer service.  Just as we have taken vigorous steps to return our railroad to a state of good repair, we are also working hard to improve the level of customer service that we deliver to each of our passengers. Please accept our most sincere apologies for your inconvenience.
  
  Amtrak provides compensation on case-by-case basis.  In this situation, we must respectfully decline your request for reimbursement of your completed travel. 
  
  As a courtesy, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $50.00.  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.     
  
  Once again, thank you for writing.  We hope to have the privilege of serving you again in the future.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations
  

• Initial Complaint

  Date:11/15/2022

  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 Sunday October 2, 2022 I purchased two round-trip tickets from Richmond, Va (station RVM) to NYC (station NYP). Due to unforeseen circumstances we later learned we would need to board at another station further into the trip that the train also stops at in Alexandria (ALX). Given that we already have seats from ALX to NYP as part of our existing tickets, and given that the train already stops at ALX and we can easily just hop on there instead, we assumed this would not be an issue. We reached out thinking it was just a formality and to be safe. The full chat correspondence in the uploaded file, but in short we were told that it would cost an additional $240 for us to board at the later station. This is blatantly illogical but supposedly Amtrak policy. I can understand needing to have tickets match up with where you are going, but acting as if we are buying brand new tickets instead of making a minor change that results in us being on the train for LESS of the journey then and hitting us with a massive surcharge is just ridiculous. Nonetheless we have no options and absolutely have to be on the train, so we did accept the terms. We are however hoping someone from Amtrak sees this, understands how absurd this is and will do the right thing by refunding the additional surcharge.

  Business Response

  Date: 06/11/2023

  6/8/2023 

  Dear *** *****:
  
  Thank you for your correspondence.
  
  We appreciate your patronage.  We are working
  diligently to improve the services we offer to our customers and hope that many
  will share your interest in train travel. 
  
  Failure to board your scheduled departure at the designated
  station by the designated time, may cause you reservation to “No Show” and your
  fare to be forfeited.  For a complete overview of our refund policy,
  please visit ***********amtrak.com/refund-and-exchange-policy
  
  When passengers modify their reservation, we offer the
  lowest fare available, but we cannot guarantee the same fare will be available
  when changes are made.  The least expensive fares are sold on a first come
  first served basis.  As a courtesy, I’ve authorized a refund of $240.00 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. 
  
  Once again, thank you for writing.  We look forward to
  the privilege of serving you in the future.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:11/11/2022

  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.

  My most recent and 3rd trip from ************* to ***** was a bit different this time. Things started okay other than the snack bar at the ****************** only taking cash like it's ****. Things started going down hill at the first lunch. I was the very first person in the dining car and the last person to leave. Not because I'm slow or wanted to chat, it's because I got my dessert last. I sat at 11am and left two hours later. Because of this and due to being tired and wanting to relax, I asked ******, the car attendant if I could get my dinner in my room. He did not like that at all, but said he would do whatever. Another guy asked the same question after me and ****** really didn't like that and gave a huge eye roll. That didn't make things comfortable at all. When it was time to turn things down for the evening, I was doing things the way I have in the past, by stacking the mattresses on the top bunk for comfort and that's when ****** walked by to tell me I was doing everything wrong, but whatever...that's a quote. Lastly the door would not stay shut and ****** said I wasn't closing it right. My 3rd trip in a roomette...I know how to close the door. Fortunately the room had duct tape already on the door, so I was able to use that to keep the door shut. I usually tip at the end of the trip, but thought I would see if it made a difference during and gave ****** a big tip for a meal. His entire attitude changed like night and day. I usually tip for service I receive, not for service that I want. I paid $600 for a ticket and a roomette. I should not be made to feel uncomfortable during my trip due to poor attitudes and service. Also, you were out of chicken and I miss the carrot cake. I doubt I'll be taking any Amtrak trips anytime soon unless you guys move into the 21st century. Nobody should have to pay that kind of money to be treated poorly in a broken room.

• Initial Complaint

  Date:11/05/2022

  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.

  My train got cancelled twice, on 10/24 and 10/25. When I asked what the issue was causing the cancellation on 10/24, I was told that the 10/25 train would definitely run on schedule, so I delayed my travel back by one day. Then, I received the email from Amtrak saying my 10/25 train was cancelled only 5 hours before the train. This was just after all the other trains had left for the day so I had no alternative options. I ended up having to take a flight and booking it the day of, which was very expensive, costing me $250. This cancellation was extremely disruptive, expensive, gave me zero other options, and left me extremely disappointed in Amtrak's reliability. I would like a refund, compensation for alternative transportation, and will likely not be traveling with Amtrak again. I am submitting a complaint because I have not heard back from any other source.

  Business Response

  Date: 11/17/2022

  Good afternoon,
  
  I’ve sent ************ an apology and issued a full refund of his round trip travel.  Please see attached.

• Initial Complaint

  Date:11/02/2022

  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.

  AMTRAK Reservation ****** We reserved a roomette for two seniors from New York to Miami on 11 October and a return train on 23 October from Miami to New York, also in a roomette. A few days before the departure we received notification from Amtrak cancelling the train on 11 October and asking if we wanted to reschedule or a refund. There was no mention of the return trip. I replied asking for a refund then enquired of the status of the return train on the 23 October. I did not receive a reply. On 23 October we arrived at Miami station and presented our tickets which were accepted. We were escorted to the train, shown our room and our tickets were again verified. A few hours into the trip we were informed our tickets had been cancelled and our room given to someone else. We were told we had been refunded minus the cost of two seats in coach. This refund was done while we were on the train, after the trip had started. Firstly, we would never have booked into coach for 31 hours and object to been forced into a situation not of our choosing. Coach is cold and not conducive to sleeping. My husband is 73 years old and has health issues. By the time we reached New York, his pulse was up to 144. indicating the possibility of another stroke. Secondly I object to my credit card being manipulated to pay for seats we did not want. If informed, we would have flown. This abusive treatment and lack of respect is unacceptable. Was it because we're *******? Would Americans be treated this way?

  Business Response

  Date: 11/17/2022

  Good afternoon,

  I sent *** & *****  **************** an email apology and a full refund of their coach seating.  Please see attached

  Customer Answer

  Date: 11/18/2022

  [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,
  
  ***** And ***********************

  
  

  With thanks
  
  

• Initial Complaint

  Date:10/31/2022

  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.

  On August 31, 2022, I bought tickets from Amtrak. Now, Amtrak will only give me a voucher back for my money and told me it was in the terms and conditions that should have been read. If they put this information in plain sight I wouldn't have bought them or went a higher price. I even bought the cancellation option for God's sake and still can't get my money back!!!

  Business Response

  Date: 11/09/2022

  Passenger spoke with Customer Relations on 9/6/22, she was advised of the policy and how to submit documentation for consideration.  We have received nothing, in my email I again explained the policy and provided an email to submit documentation for consideration of a refund