Business Profile

Railroad

Amtrak

Headquarters

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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.

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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:10/03/2022
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.
On 10/03/2023, I reached out to their text line during business hours to cancel my reservation and get a refund. The person started to respond and then disappeared. Then I got a text saying it was out of business hours and someone would respond within business hours, even though it was already during the time they were operating. I want a full refund and can provide screenshots of the issues on their end. Why even start to respond and then disappear?
Initial Complaint
Date:09/20/2022
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.
My 83 y/o father had me book a trip for him to travel from Pontiac Il to San Marcos TX for his granddaughter's wedding. He called nervous due to the pending strike. I called Amtrak and was told as of yet the trip was not cancelled. This was on Sep 14th. I asked if I should cancel due to the possibility of a strike and if the cancellation fee would increase. I had read it could increase if cancelled within 14 days of travel. The cancellation fee was $250. He stated the fee would not increase and we should wait until after Friday Sep 16th to see if the strike would be avoided. The strike did get avoided, however my father was still concerned. We decided to cancel the trip and book airfare instead. Afterwards when cancelling the reservation we found Amtrak was only providing a portion of the fare back due to cancelling within 14 days. Still had to pay the $250 fee and additionally put $540 to a voucher instead of the original form of payment. He will not be traveling due to his age after this trip. I spoke with a representative and she supposedly spoke with a supervisor who both said it's Amtrak's policy and nothing could be done. I tried to refer them to the date and time of my previous conversation to verify what the previous Amtrak representative had told me, but they were not interested. Unfortunately the person who suffered for this problem needs help booking and traveling.
Business Response
Date: 11/26/2022
November 23, 2022

Dear *** *****:
Feedback from our customers is important to us and plays a
significant role in our decisions about how we offer our services. We
appreciate your taking time to share your concerns with us.

The fare you purchased requires cancelation at least 15 days
before scheduled departure to be eligible for a 75% eVoucher. Cancelation
14 days or fewer before the scheduled departure, a non-refundable eVoucher will
be issued. If no cancelation prior to the scheduled departure the entire amount
will be forfeit. For a complete overview of our refund policy, please
visit ************************************************.

As a courtesy, I’ve authorized a refund of the eVoucher for
reservation #****** in the amount of $540.38 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 your bank’s procedures, please allow at least two weeks before
this adjustment appears on your account.

We look forward to the privilege of serving you again in the
future.

Sincerely,

Aluster *. F*****
Customer Relations Specialist, Office of Customer Relations
Customer Answer
Date: 11/26/2022
[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,

****** *****
Initial Complaint
Date:09/20/2022
Type:Sales and Advertising 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.
I have tried numerous times to contact Amtrak regarding injuries that occurred to me during a trip I took in November 2021. I was assigned case manager *************************, but have never received the first call from him. I have many back issues now from being placed upstairs for two days when the restrooms are downstairs. I had paid for (and was not accommodated in the Handicap section). Its ridiculous how they ignore me.
Business Response
Date: 01/13/2023
---------- Forwarded message ---------
From: ******, ******* <*******.******@amtrak.com>
Date: Fri, Jan 13, 2023 at 1:47 AM
Subject: Complaint ID ********; ***** *****
To: [email protected] <[email protected]>

Dispute Resolution Team,

I have confirmed that multiple attempts to contact *** ***** at the email she provided to our Claims department were unsuccessful. No response has been received from *** *****.

The contact information provided to Claims is an email address, ***********************
Initial Complaint
Date:09/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a train ticket through Amtrak to travel from Ca. to Chicago with a connecting train to Champaign, Il. The train arrived about 4.5 hours late and I missed my connection. I had some friends pick me up as Amtrak had no room on a train until the next day. I was told that I could call Amtrak for a refund. When I returned home I called the customer relations line and was on hold for over an hour before I gave up and opted for co tact through their online system. 3 weeks and I have hear nothing so I call again. 1 hour and 45 minutes on hold I finally get assistance but was told that they dont give refunds but rather vouchers. The representative said she sent a voucher to my email address. I asked her for the number before we hung up. 1 hour later and still no email. I checked my Amtrak account t and no voucher. I called the general line and had someone check the voucher. They said none existed. I asked for a manager but they put me through to the customer relations li e again. I might add that I was told my email on their website did not exist. My complaint, my issue, my complete frustration is there is no way to get a hold of any representative to help with my issue and to complain about the false statement that the one person I could talk to said. Amtrak readily has someone available when you are spending money but noo e available when you want a refund.
Customer Answer
Date: 10/17/2022
---------- Forwarded message ---------
From:**********<**********@*****.com>
Date: Mon, Oct 17, 2022 at 10:54 AM
Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>

Hi, thank you for your assistance in this matter. I finally got a hold of Amtrak after again being on hold for hours...matter is resolved. Shame on Amtrak for having such a terrible system for customers to try to get help.

*****
Sent via the ******* ****** ***, an **** 5G ********* capable smartphone
Initial Complaint
Date:09/06/2022
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.
I purchase a ticket from Boston to Portland and then back week later. My flight was late so I missed the first train and took a bus instead. without my permission Amtrak cancelled my second train ride without talking to me .on the day of my return trip i found out and was told that they had sold out of business class and could only get me into the economy seats. they refused to give me a refund and instead told me I could get a credit even though they were the ones who cancelled the ticket. Customer service representative was rude and refused to acknowledge the cause of the confusion and instead kept referencing a policy i had never heard of. I went through the ticketing process on their website to try and find where it says it but was unsuccessful. I checked their refund and cancellation page and was again unable to find where this bizarre practice of cancelling tickets without obtaining approval from customers. only upon reading the fine print on the very bottom of the e-reciept sent to my email which was sent 'After' I purchased the ticket did I find where they claim the right to cancel my reservation automatically. The multiple reasons why this is bad, Amtrak has either intentionally or through poor design hidden a significant policy from people purchasing tickets on their platform. They have done a poor job of informing people that their reservations are cancelled by not sending out a detailed email stating that fact, instead choosing to simply say "please contact Amtrak" which forces users to navigate an outdated automated phone system to find out what actually happened. They have made refunds unavailable in these scenarios for all but the highest tier customers. Lastly, from what I have gathered during my conversation with their customer service, I was fortunate to be able to get into economy at all after the entire ordeal. If they had sold out of both business and economy I would've had no options at all. They felt no obligation to keep a seat for me.
Business Response
Date: 01/13/2023
1/12/2023

Dear *** *******:

Thank you for your correspondence.

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.

The fare you purchased requires cancellation prior to travel
to be eligible for an eVoucher. If not canceled before the scheduled departure
from the origin, the ticket is forfeited 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 ************************************************.

We have reviewed your appeal and confirm the Refund Policy
applied in the handling of your case is correct. As a onetime courtesy,
I’ve authorized a refund of $29.00 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
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,

Aluster *. F*****
Customer Relations Specialist, Office of Customer Relations
Initial Complaint
Date:09/01/2022
Type:Product 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.
Requested to no longer receive marketing communications from Amtrak using communication subscription options and submitted a data deletion request in January 2022. After 8 months, I still continue to receive marketing communications which not wanted.I would like Amtrak to fulfill the previously-submitted request to remove my email address from their marketing lists and to delete all data collected pertaining to me.
Initial Complaint
Date:08/23/2022
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 am an Amtrak Select Plus Rewards Member Number **********. I spent over $2,700 on a round trip ticket. On August 14, 2022 I was traveling on a train from Orlando to NY (Reservation #******) and trying to connect to a train that would take me from NY to Boston (Original Reservation #******). My train from Orlando to NY was over TWO hours late and passengers were told we were going to miss my original NY to Boston reservation. At that point I was advised to purchase a ticket on the next available train from NY to Boston (new Reservation #******). I was told that if it wasn't needed I would get a refund given that I was only making this because I was going to miss the train I originally booked. As luck would have it, they held my original train so I did not need the new booking (******). When I called to get a refund I was told they couldn't do it because Amtrak showed that my ticket for the new reservation was scanned and that my original reservation was automatically canceled. I was on the train that I originally booked and my ticket was scanned at approximately 10:00pm. The train I booked as an "in case of" was set to depart at 2:40am- over four hours after my ticket was scanned for reservation ******. I was charged $173 for the reservation I did not need and did not use (******). I'm not asking for anything unreasonable. I don't care what Amtrak says was scanned. I was on my original train (******) at approx 10:00pm and my ticket was scanned. I want a refund for the unused reservation (******). Amtrak is trying to tell me I was on a train that I was never on! I have filled out their online forms and contacted their customer service department numerous times over one week. This has been a nightmare. Amtrak is punishing me because they weren't able to make their arrival time of 7:10pm and instead departed after 10:00pm.
Business Response
Date: 09/16/2022
We appreciate *********************** taking the time to bring his concerns to our attention. We have authorized a monetary refund of reservation ****** in the amount of $173. This will be issued to the original form of payment. Amtrak considers this matter to be resolved.
Customer Answer
Date: 09/17/2022
[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,

***********************
Initial Complaint
Date:08/21/2022
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 am writing to complain about bad customer service and rough behavior by one of your train employees. I frequently travel business class with Amtrak my member number is **********. I purchased a business class ticket on August 18th from Los Angeles to San Diego. it was the 11:10 train *** ******* *********. The conductor was very polite but the white employee that was working with him was very rough with me, and his demeanor was very rude. The train is always empty around those departure times and there was literally nobody in business class. I sat in the seat where there was a table so I can utilize my laptop to do some work. The train employee in reference upon departure, slammed the snack box on the table and demanded that I move to another seat. He was very rough in trying to enforce the rules in regard to table seating reserved for parties of three or more. He yelled at me and made a scene. As a frequent business class traveler, and ******* American/******** customer, I would expect better treatment and professionalism. I spent $55.00 for a ticket and advised him that I am more than willing to move if a larger party needs the seating. I spoke to the conductor who was ******** and new to Amtrak, He said I was Ok, but would have to move if the train does become crowded. But I would like to address that your train employees, are starting to become rough with people in business class for sitting at a table seat, even if the train is empty. There is no need for that type of behavior and more importantly, I spend $55.00 for a ticket, id the seat is open, and the train is not crowded, I should be able to sit in that seat. But the conduct of that employee was "god" awful, and I would like to speak with a member of management about it. Also, I am considering going public about the rough behavior towards business class customer, who sit at a table, even if the seat is available and train is empty.
Business Response
Date: 01/13/2023
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 have entered your feedback into our customer database

At Amtrak, we recognize that customer service is critical to the Corporation's success as a transportation carrier. We apologize most sincerely for the unacceptable service you report from our employee when you traveled with us on reservation #******. We expect every Amtrak employee to treat our customers with courtesy and respect, and to perform their duties in a professional manner.

We do not want this experience to leave you with a bad impression of Amtrak. We work hard to provide the best possible service to our valued customers, and it is distressing to read that we let you down. Your feedback has been shared with our management responsible for our ******* ********* for review and corrective action.

Once again, thank you for sharing your feedback. We hope to have the privilege of serving you in the future.

Sincerely,

Aluster ** F*****
Customer Relations Specialist, Office of Customer Relations
Initial Complaint
Date:08/20/2022
Type:Product 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.
Amtrak has created a website where you cannot search for transactions, so I do not know when my last transaction was and when my points expire. I have sent them multiple emails and tried calling, with 1+ hour hold times with no response. They have a lousy website and customer service. I had recently used the Amtrak credit card to keep my account active. However, I do not see that transaction on Amtrak. I am writing to BBB, because this company needs a functioning customer service line/email/chat.
Initial Complaint
Date:08/15/2022
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.
Due to the COVID 19, pandemic, along with my in medical intolerance to all medications, I have been unable to visit with my grandchildren. However, upon much query, my daughter, found, booked and secured a reservation for me via Amtrak. Due to my other disability, arrangements were made for the Amtrak disabled persons car. Unfortunately, neither my ride going, nor my my return ride proved to be satisfactory. The room going to Virginia was dirty. I could not dare to utilize the shower. Fortunately for me, I always clean the rooms of my stay. I did report this information to the gentleman in charge of my car. My ride home was met with the same type of room issue and as with the first leg of my trip, I immediately cleaned the room. ***, the car attendant, supplied me with two pillows, tow bottles of water, and offered to assist me to turn down the bed. I declined the later, it accepted the pillows. I placed each pillow one atop the other and placed my sheet atop the pillows and covered, the entire chair. Trustingly, I went to sleep. At about 11:30 PM, I felt something biting me. I bawakened and assume that it was a mosquito. I found none. I later picked up a water bottle from the already cleaned cup holder. In the cup hold were several bugs. I picked up the pillows to find an army of bugs and larva beneath. Needless to say, I was disgusted, appalled and disappointed. I reported this incident to ***, the train conductor. I also called and communicated the same to ****** via phone. No one Amtrak has attempted to contact me regarding this issue. Thus, I called and opted to have a call back instead of waiting on line. Unfortunately, the person who called me back, transferred me to the customer service line, which I have been waiting on for forty minutes. Yet, another appalling disappointment. Thus, I will lodge a complaint with the Better Business Bureau, as there seem to be no other avenue for customer complaints.Have a great day,*** ************
Business Response
Date: 01/13/2023
---------- Forwarded message ---------
From: F*****, Aluster <**************@amtrak.com>
Date: Fri, Jan 13, 2023 at 1:19 AM
Subject: Complaint ID ********; ****** ***********
To: [email protected] <[email protected]>

Dispute Resolution Team,

There was no previous record for *** *********** with our claims department.

I have forwarded the information provided and an incident #********** has been created and logged. Claims will be in direct contact with the passenger.

Thank you,

Aluster *. F*****
Customer Relations Specialist, Office of Customer Relations

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