Business Profile
Railroad
AmtrakHeadquarters
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Complaints
This profile includes complaints for Amtrak's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 437 total complaints in the last 3 years.
- 141 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/24/2022
Type:Product IssuesStatus: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 Amtrak ticket in the amount of $201.60. On the day I was supposed to take the trip from NYC Amtrak station, there was police activity in the area which prevented me from getting to the Grand Central Station, Although I had arrived in NYC 2 hours before my departure, I called Amtrak to inform them of the situation. I was unable to get to the station and therefore missed my train. Amtrak refused to give me a refund for my ticket nor credit to use in the future. I am providing this complain with the BBB in hopes that I can resolve this issue. I would like a refund or a credit since I was unable to use the tickets at all.Business Response
Date: 11/08/2022
An email was sent to passenger with a Transportation Voucher as a one time courtesy.Customer Answer
Date: 11/10/2022
[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,*********************I further want to thank the BBB for assisting in this matter for the positive outcome.Thank you againInitial Complaint
Date:10/24/2022
Type:Service or Repair IssuesStatus: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 began my recent trip on 9/10/2022. The train arrived over 4 hours late and became later when we arrived in San Antonio and found our connecting train had left us behind. We were bused to Longview,Texas on a 6 hour trip with other passengers. My problem is that as an asthmatic, I booked a private sleeper to get out of general population and decrease possibility of contact with someone maybe contaminated. Note, no one on bus was wearing a mask but me. I paid for a sleeper and didnt get my full value of that use and the trip put me at risk of exposure.Business Response
Date: 11/09/2022
Emailed passenger with apology and partial refund for loss of accommodationsInitial Complaint
Date:10/23/2022
Type:Service or Repair IssuesStatus: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.
Tried to reserve a ticket with amtrak on their website. They kept declining my credit card even though it worked just fine when I used it to reserve lodging.Business Response
Date: 11/09/2022
Responded to passenger with letter of apology, problem with declined credit card should be addressed with financial institutionInitial Complaint
Date:10/17/2022
Type:Product IssuesStatus: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.
More than 30 days ago, I purchased a roundtrip ticket to Boston. for early November. I am no longer able to go on the trip and canceled the reservation. I was informed that I would received a voucher and that a credit card refund would not be issued. The reason given is because the price of the ticket was discounted. It informs you of the no refund policy AFTER you purchase the ticket. When you are selecting the seat to purchase, the website does not tell you BEFORE you purchase that the seat you're selecting isn't eligible for a credit card refund and that you will only get a voucher toward another trip. The customer service rep I spoke to who issued the voucher confirmed this.Business Response
Date: 11/17/2022
Good afternoon,
We have no record of ****************** previously contacting us to discuss his reservation.
The option that ****************** selected is a Saver Fare at a considerable savings. The Saver Fare you selected is nonrefundable if not canceled within 24 hours of booking, it requires cancellation prior to travel to be eligible for a 75% non-refundable eVoucher. If not canceled before the scheduled departure, the entire amount is forfeited and cannot be applied toward future travel. Refund options are displayed at the time of selection and our policy is available for review prior to purchase. For a complete overview of our refund policy, please visit ************************************************.
Please see attached.
Customer Answer
Date: 11/18/2022
[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:It doesn't address the specifics of the complaint. It's a canned response about their refund policy. The basis of the complaint is not being informed AT THE POINT OF SELECTION that the price falls under the refund policy. Informing AFTER the fact is the problem.Odd that the have no record of me contacting them. I spoke with customer service before making the BBB complaint. They're either lying or have a serious internal operations problem.
Regards,
*************************Initial Complaint
Date:10/17/2022
Type:Service or Repair IssuesStatus: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 10/9 I was expecting to take a trading from NYC to Syracuse NY. That train was unexpectedly cancelled with very short notice and was just told service related issues. When I called Amtrak to see what my options were she looked around at surrounding areas to see if there were any other trains, there wasn’t. We checked into booking a train for the next day and that was also fully booked. I asked what my options were because now I’m looking at hundreds more I would have to spend to find an alternative way home. She told me once I figure that out to call back Monday - Friday and open a claim to be refunded for my out of pocket expenses. After waiting over an hour on hold to speak with someone that Monday after, I ended up hanging up. I spoke with someone via chat and was able to file a claim and received an email I should reach out to. Here we are over a week and I have yet to hear anything. Meanwhile the charge is on my credit card collecting interest since I don’t have that money I had to pay out of pocket. I ended up having to spend a total of $456.62 on a rental car since that was my lowest cost option. I emailed that proof to [email protected] with Case ID #******** and have yet to hear anything. I am expecting to be refunded since there were no other options given to me to get home. My reservation ID was ******.Business Response
Date: 11/17/2022
Good afternoon,
I sent **************** an apology and confirmation of her ticket refund. I also advised that 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.
Please see attached email to passenger.
Customer Answer
Date: 11/17/2022
[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: First if all, its Mr, not Ms.I suggest going back and looking at the call recordings of your agent I spoke with the day of the cancellation. She attempted to look for alternatives options in surrounding areas and couldnt find any availability. She stated that if I were to encounter any out of pocket expenses to call in Monday - Friday to request reimbursement. As such, I will have to hire an attorney attorney general. This is very poor business by Amtrak to just up and cancel my only way home and not provide any alternative options then make promises over the phone. As a veteran and someone that travels frequently I will be sure to spread the word not to do business with Amtrak.
Regards,
*******************Initial Complaint
Date:10/14/2022
Type:Product IssuesStatus: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 need this resolve, As i have been trying to get a hold of Amtrak customer relation since october 7th, 2022 for refund for 2 hour Delayed train. I have emailed them no response and 2nd called them endless times hours upon hours no answer. I would like entire amount Refund back to how was paid cardBusiness Response
Date: 11/08/2022
Apology email sent, issued Transportation Voucher as a courtesy for future travel.Initial Complaint
Date:10/14/2022
Type:Product IssuesStatus: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 about July 30 I purcased a ticket To go to Atlanta. to vist. I Changed my mind The agent informed me that I am do a refund within 15 days. It has been two months. When i didn't received the refund I called the agent Back @ **** ******** to informed him of that fact The agent informed me it will be 3 to six weeks more weeks I need you help get my $300 back.Business Response
Date: 11/08/2022
Additional information is required to assist, we need the reservation number that was purchased, and for which she is seeking a refund. We are unable to locate travel with the information providedInitial Complaint
Date:10/12/2022
Type:Service or Repair IssuesStatus: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.
10/03/2022 train ** (auto train Lorton VA - Sanford Florida. Ticket #****** Waited in line on road ~4 hours just to check in, left station ~2 hours late, "mechanical problem" stopped train after about 5 mins. Scheduled to arrive in Sanford 10 AM following morning. Actual arrival around 4 PM! I am assuming late departure put our train on tracks at unexpected times conflicting with freight traffic. Staff on train was rude and when asked why some tables were blocked up got response "just don't sit there#. We were on train approximately 21 hrs! I suffer from asthma and diabetes and this did not help. I called and Caroline, who answered after 35 mins, said delays were caused by Hurricane Ian??? How did Ian affect car loading in VA ? She offered voucher of $200...not accepted. Sincerely,***************************Business Response
Date: 11/08/2022
******************** accepted a voucher on 10/12/22, in lieu of the voucher I have authorized a partial refund. Please see attached apology to passengerCustomer Answer
Date: 11/11/2022
[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:#1 I did NOT accept the voucher and now you are offering me $100 "in lieu of" the $200.00??? What are you smoking? Arrogance at it's finest.#2 Totally unacceptable and let's call it what it really is: LABOR DISPUTE. Lorton, VA had one person loading 300+ cars and one person at the booth checking in the cars. I learned it was labor related from a source in the station whom you hired. We waited on the roadway over 3 hours just to get in your driveway in Lorton.My next stop pending an acceptable offer, will be the media.BTW, my ticket was over $400.00. This is "half"????????. This is either new math or govt math.Thank you BBB for your follow up.
Regards,
***************************Initial Complaint
Date:10/10/2022
Type:Service or Repair IssuesStatus: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.
June 3rd-June 5th 2022 traveled on * Southwest Chief from Lawrence KS to Las Angeles CA Union Station with my daughter ******. This was a last minute trip, to support family member through sudden loss of another family member. I was on a limited budget as last minute trip booked Amtrak round trip scheduled from union Station June 12th-june 14 to return in Lawrence Kansas. Hoping that since summertime and with daughter we could enjoy the train, see the sights and relaxing adventure also spending less than airline tickets. However our hope for relaxing trip was nothing short of "nightmare" contracted illness and ruining the time with family plans. I ended up going to the ER from serious upper respitory infection. My daughter got a stomach virus on board with the upper respitory infrectiion all in the first 24-48 hrs after boarding, then family got sick. As my daughter spent over 40 hours in a contaminated "filthy unsanitary and stocked bathroom, I was aware of three severly ill passengers sitting adjacent to our seats the entire time without any distance more than 3feet, I witnessed so many disgusting behaviors from passengers on board "including passenger urinating on seats. When new passenger boarded asked attendant to help with seat she replied " it is cloth fabric it will dry just sit a seat over until someone else boards this row." It was clearly unclean environment with unconcerned and comforting staff, led to steady decline in health that forced us for our health, booked a non stop flight days earlier than planned. With illnessess extra precautions needed I went over budget tickets already purchased Amtrak * Southwest Chief Los Angelos Union Station 5:55 pm to Lawrence Kansas arriving 5:07 am June 14th on ****** we were forced to forfeit, I did call and email Amtrak explaining the situation. Since I did give advance cancelation notice and our health being the reason for the change due to unfit travel accomidations, It seems fair for full refundBusiness Response
Date: 11/09/2022
Issued apology and advised of refund policy, as a onetime courtesy issued a refund of the forfeited fare.Customer Answer
Date: 11/19/2022
[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'm not able to see business written response, nor have I received a full refund as requested for the health and safety concerns noted regarding the situation resulting in not being able to utilize the return trip as scheduled due to the emergency situation that as a result from environment and safety concerns noted lead to excessive emergency room fees and additional expenses for medical treatment and travel unplanned medical plan as result from initial scheduled travel safety and health environment for the planned destination.
Regards,
*********************************Initial Complaint
Date:10/04/2022
Type:Service or Repair IssuesStatus: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.
Sunday September 25, 2022 i was traveling on Amtrak from Rocky Mount NC to Winter Park FL.After getting on the young lady with ****** told the man he needed to watch his language and he curses at her. After only being on the train about 15 minutes this man and his service dog is on train and had already walked up and down aisle 3 before he decides a 4th time he needs to go get water for his dog in a bowl and he spilled the whole bowl of water on me and and my personal belongings. After going to the cafe and getting a paper tray to put my food in cause the box got wet and i explains to the lady working in the cafe and she laughs like it is funny and one of the guys says oh he will be getting off at next stop. So when we got to Raleigh and Cary they never put him off the train. By it being cold on the train i was soaking wet and ended up getting sick after wards and have been drowsy and stuffy with runny nose. This is the worst experience i have had since taking the train. I have called and left a complaint and no one from amtrak has called back about the situation. Also after arriving in Deland or Palakta that morning another lady got on train with her dog in carrier bag, so he rpuppy seen the service dog and started barking and the mand with the service dog, the dogf had jumped on the lady trying to bite her and her puppy not once but twice. I need my refund back or something.Business Response
Date: 11/08/2022
Our apology to ************ is attached including compensation that was issued
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