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

• 

  Amtrak

  1 Raymond Plaza West Newark, NJ 07102

• 

  Amtrak

  1819 Morris Ave Birmingham, AL 35203

• 

  National Railroad Passenger

  255 S. Canal St. Chicago, IL 60612

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:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/11/23 Had the 2nd part of a round trip multicity ticket to home {Syracuse, New York State}. The round trip ticket was Syracuse to Los Angeles, Ca. then from Tucson, AZ to Syracuse on 12/11/23. Got in line, the train pulled in, the conductor or whoever scanned my ticket and said it was cancelled. I didn't cancel it or buy another ticket. He said there was nothing he could do and he was in a hurry to get going. He tried calling to find out to no avail. He said my seat was taken and the train was full with no seats. He said to go in to talk to the clerk and she told me there was nothing she could do. I had no place to stay and my funds were low since it was the end of my vacation. I told them I have no friends or family. I called a religious organization to ask to stay there and they allowed me to stay outside on the property and get up about 5:30 AM and get off the property. I did this for three days, because the next train out of Tucson was Thursday 12/14. I called Customer Relations on 12/11 and she gave me another ticket for Thursday 12/14, but I was abandoned and stranded with no place to stay and little funds. There wasn't many boarding at Tucson and I have taken this route several times and there is mostly always seats available. From Tucson across country starting 12/14, I had the seat just about for myself all of the way and it was the same in the past. I don't think that person was telling me the truth that no seats were available. {I'm sorry if I'm wrong}. Will you find out about this seating on 12/11/23. I think it was the Texas Eagle leaving Tucson at 8:43, 53 AM going to San Antonio. Will you address this? A safety issue and if I couldn't sleep on the property I would have been walking around a city with my stuff all night for 3 days There are wild animals in the desert where I was. Something could have been done Whoever could have let me on and dealt with situation later. I believe there were seats. sorry if I'm wrong. **

  Business Response

  Date: 01/02/2024

  We appreciate your taking the time to bring your concerns to our attention. At Amtrak, we are continually evaluating customer satisfaction, and the information you have provided is used to help us in our efforts to improve our service. We are sorry that our services did not meet your expectations on this occasion. We strive at Amtrak to deliver a comfortable and enjoyable travel experience for all of our customers and regret that we let you down.

  According to our records, two Transportation Vouchers have been issued in the amounts of $100 and $133.60 as compensation. Please accept our apologies for the problems you reported, and we hope you will give us another opportunity to serve you by using the Transportation Vouchers toward the purchase of your next ticket.  

  Customer Answer

  Date: 01/02/2024

  [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 need to know why or how my round trip ticket was cancelled when trying to use the 2nd part of my ticket to come home.  As I said previously, I was low on funds {I have no friends or family} and had nowhere to stay for three days until the next train.  I called a religious organization {whom I'm not affiliated with} and they allowed me to sleep outside on the property in the desert for 3 nights..  I was able to shower and do my laundry.  I was abandoned.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 01/12/2024

  We have reviewed your concerns again carefully and are sorry to read of your dissatisfaction with our previous response and resolution. According to our records, there was an agent misunderstanding regarding reservation *******. We regret any inconvenience that was caused. However, we believe the compensation that has been issued is fair and must respectfully decline to issue additional compensation. Please accept our further apologies for this matter and we hope that you will use the Transportation Vouchers to give us another chance.

  Customer Answer

  Date: 01/18/2024

  [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 don't want any more compensation
  It cannot make up what I went through, which depending three nights out in the desert and I can have the religious organization contact you sbout it if you like.  What  I would like to know is if there were seats  available on 12/11/23 leaving Tucson, Arizona st 8:43 A M.  Whoever scanned my ticket said there were no seats and my seat was taken and he said there was nothing he could do.  Will you let me know? I wonder if an elderly woman traveling, low on funds, and with the same scenario would be left stranded and abandoned.  And there are probably travelers that are alone with no friends or family as myself.
  

  Regards,
  
  ***********************

  Customer Answer

  Date: 01/25/2024

  Although Amtrak responded to my complaint and helped me on one point, they failed to answer or meet my request about any open seats that were available on 12/11/23 from Tucson, Arizona.  Also, they said they settled the dispute by giving me two vouchers and that is not correct.  They gave me another ticket to come home and the 2nd voucher I was already entitled to { before the situation} as everyone is when the train is delayed by two hours or more on your trip.  So, Amtrak did fully answer my complaint or did not answer it wholly correct.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern, On September 26, 2023, I contacted Amtrak to make a reservation for an accessible room departing from ***** *******, Boston, MA to Fort Lauderdale, Florida, with an intended departure date of October 15, 2023, and a return on October 22, 2023. I told the customer representative that I was legally blind and my travel companion, a senior, had mobility issues. The reservation representative informed me that there were no accessible rooms available for the requested dates. However, it was suggested that if I could depart on October 14 and return on October 20, I would be able to secure accessible rooms for both legs of the journey. This would ensure accessibility on my trip to Fort Lauderdale, Florida and on my return to ***** *******, Boston, MA. When I made my reservations, I was promised a room with a private toilet, a shower with doors, a sink and a room that was large enough for two adults and one child. However, things did not go as planned. Upon my arrival at **** Station, I discovered that I had been placed in a very small sleeper room instead of the accessible room that I had reserved. After showing my ticket to the train attendants, they informed me that they were unable to address the issue. In response, I took it upon myself to call Amtrak to resolve the problem. Despite being hung up on three times during my initial attempts, I persevered and eventually spoke with a representative who could assist me. This individual booked me in a so-called accessible room. However, during the phone call to Amtrak, I was unexpectedly charged an additional fee of $411.00 for an accommodation that had already been requested and confirmed in my reservation. Unfortunately, this room had bunked beds. So in spite of my being legally blind, I had to climb up a ladder to reach the top bunk. Once I had moved to this room, more issues surfaced during the trip. I was informed that the train's toilets were not operational, including the toilet in our room. Despite multiple attempts by different teams of technicians at various stops, they couldn't get the toilets in most of the cars working. Only one sleeper car toilet was functional, and everyone was directed to use that single facility. Later, at some point during the journey, the running water also stopped, but the staff was unable to resolve this issue. My horrible trip on Amtrak did not stop there. I was not given an accessible room on my trip coming home. Once again I told the staff on the train, I was supposed to have an accessible room and I was informed that there were no accessible rooms available. After the staff made the bunk beds my travel companion came back to the room and was expected to climb over the mattress that was blocking the entrance into this very small room. It was too dangerous for either one of us to climb over the mattress so the staff pushed the mattress back against the wall so we could enter the room. Initially, I thought that I would try to climb to the top bunk, but I was too nervous because of such a small space and unsure how I would get back down. Furthermore, had we decided to use both bed, if a fire broke out, neither of us would have been able to get out of the room. On returning to **** Station from Fort Lauderdale, the train was three hours and five minutes late. As a result, we had to stand in a ticket line to exchange our tickets in order to be placed on a different train going to ***** ******* in Boston. We were then placed in the last car in the last seat. Once we arrived in Boston, we were forced to walk the entire length of the train. Our disabilities should have allowed us to sit in the first train entering ***** Station. Suffice it to say: This was the worst trip I have ever encountered and I am demanding a full refund in the amount of$1,384.60 together with the additional $411.00. A copy of my reservation is attached to this complaint, and if you have any questions or need any additional information please feel free to contact me. Very truly yours, Kathleen T. Brown rom: [email protected] Sent: Tuesday, September 26, 2023 7:13 PM To: *******@***.COM Subject: Amtrak Reservation Confirmation SCAN AT AMTRAK KIOSK 1. Print this confirma-tion page. 2. Scan the barcode un-der the scanner. 3. Touch the "Print Tick-ets" button. THIS IS NOT A TICKET ========================================================================== Reservation Number Is ****** Subject To Cancellation Unless Purchased By September 29, 2023 ========================================================================== ****** ******** ******** ******* Train: 161 Northeast Regional Departure: Boston (South Station), Massachusetts Saturday October 14, 2023 9:40AM Arrival: Ny Moynihan Train Hall At Penn Station, New York Saturday October 14, 2023 1:53PM Accommodation: 2 Coach Seats Train: 97 Silver Meteor Departure: Ny Moynihan Train Hall At Penn Station, New York Saturday October 14, 2023 3:15PM Arrival: Fort Lauderdale, Florida Sunday October 15, 2023 6:06PM Accommodation: Roomette * In Car **** Train: ** Silver Meteor Departure: Fort Lauderdale, Florida Friday October 20, 2023 8:50AM Arrival: Ny Moynihan Train Hall At Penn Station, New York Saturday October 21, 2023 11:18AM Accommodation: Roomette * In Car **** Train: 164 Northeast Regional Departure: Ny Moynihan Train Hall At Penn Station, New York Saturday October 21, 2023 1:00PM Arrival: Boston (South Station), Massachusetts Saturday October 21, 2023 5:24PM Accommodation: 2 Coach Seats Special Service Has Been Requested Total Reservation Charges: $ 1384.60 Ticket Delivery Charge: $ 0.00 ------------------------------------------- Total Charges: $ 1384.60 TICKETING INFORMATION --------------------------------------- Pick up your tickets at any Amtrak kiosk, or at any Amtrak ticket window. Check station oper-ating hours before you go; ticket window and kiosk hours vary from station to station. Your entire reservation (all segments) will be cancelled if you do not pick up your tickets before your first departure or if you no-show for any segment in your reservation. If your reservation cancels, you will need to make a new reservation, which may be at a higher fare. IMPORTANT POLICIES ---------------------------------------- *Valid identification is required for all passengers 18 and over. For detailed information, please visit www.amtrak.com/ID or call 1-800-USA-RAIL (1-800-872-7245). *Two carry-on bags, up to 50 lb and 28 x 22 x 14 inches each, are allowed per passenger. For important baggage policy information, please visit www.amtrak.com/BaggagePolicy or call 1-800-USA-RAIL (1-800-872-7245). ADDITIONAL INFORMATION ------------------------------------------- * When should you arrive at the station? Check the recommended arrival times for your de-parture station at Amtrak.com/stations. Allow additional time if you are boarding at a Canadian station, or re-quire ticketing/baggage services or boarding assistance. * If you are traveling on the Auto Train, motorcycles and vehicles with trailers must check in by 2:00 pm. All other vehicles must check in by 2:30 pm. Vehicles will not be accepted after 2:30 pm. * To change or cancel your reservation, please call 1-800-USA-RAIL (1-800-872-7245).Refund fees may apply. Additional travel, refund or exchange rules may apply if any trip segments have been priced using passenger discounts, promotions and/or fares orders. Contact Amtrak for full details regarding fare rules and restrictions relating to this reservation. * Need a hotel? Amtrak offers great deals for your destination. Please vis-it www.amtrak.com or call To: Amtrak From: Kathleen T. Brown On September 26, 2023, I contacted Amtrak to make a reservation for an accessible room departing from South Station, Boston, MA to Fort Lauderdale, Florida, with an intended departure date of October 15, 2023, and a return on October 22, 2023. I told the customer representative that I was legally blind and my travel companion, a senior, had mobility issues. The reservation representative informed me that there were no accessible rooms available for the requested dates. However, it was suggested that if I could depart on October 14 and return on October 20, I would be able to secure accessible rooms for both legs of the journey. This would ensure accessibility on my trip to Fort Lauderdale, Florida and on my return to South Station, Boston, MA. When I made my reservations, I was promised a room with a private toilet, a shower with doors, a sink and a room that was large enough for two adults and one child. However, things did not go as planned. Upon my arrival at Penn Station, I discovered that I had been placed in a very small sleeper room instead of the accessible room that I had reserved. After showing my ticket to the train attendants, they informed me that they were unable to address the issue. In response, I took it upon myself to call Amtrak to resolve the problem. Despite being hung up on three times during my initial attempts, I persevered and eventually spoke with a representative who could assist me. This individual booked me in a so-called accessible room. However, during the phone call to Amtrak, I was unexpectedly charged an additional fee of $411.00 for an accommodation that had already been requested and confirmed in my reservation. Unfortunately, this room had bunked beds. So in spite of my being legally blind, I had to climb up a ladder to reach the top bunk. Once I had moved to this room, more issues surfaced during the trip. I was informed that the train's toilets were not operational, including the toilet in our room. Despite multiple attempts by different teams of technicians at various stops, they couldn't get the toilets in most of the cars working. Only one sleeper car toilet was functional, and everyone was directed to use that single facility. Later, at some point during the journey, the running water also stopped, but the staff was unable to resolve this issue. My horrible trip on Amtrak did not stop there. I was not given an accessible room on my trip coming home. Once again I told the staff on the train, I was supposed to have an accessible room and I was informed that there were no accessible rooms available. After the staff made the bunk beds my travel companion came back to the room and was expected to climb over the mattress that was blocking the entrance into this very small room. It was too dangerous for either one of us to climb over the mattress so the staff pushed the mattress back against the wall so we could enter the room. Initially, I thought that I would try to climb to the top bunk, but I was too nervous because of such a small space and unsure how I would get back down. Furthermore, had we decided to use both bed, if a fire broke out, neither of us would have been able to get out of the room. On returning to Penn Station from Fort Lauderdale, the train was three hours and five minutes late. As a result, we had to stand in a ticket line to exchange our tickets in order to be placed on a different train going to South Station in Boston. We were then placed in the last car in the last seat. Once we arrived in Boston, we were forced to walk the entire length of the train. Our disabilities should have allowed us to sit in the first train entering South Station. Suffice it to say: This was the worst trip I have ever encountered and I am demanding a full refund in the amount of$1,384.60 together with the additional $411.00. A copy of my reservation is attached to this complaint, and if you have any questions or need any additional information please feel free to contact me. Very truly yours, ******** ** ***** rom: [email protected] Sent: Tuesday, September 26, 2023 7:13 PM To: *******@***.COM Subject: Amtrak Reservation Confirmation SCAN AT AMTRAK KIOSK 1. Print this confirma-tion page. 2. Scan the barcode un-der the scanner. 3. Touch the "Print Tick-ets" button. THIS IS NOT A TICKET ========================================================================== Reservation Number Is ****** Subject To Cancellation Unless Purchased By September 29, 2023 ========================================================================== ****** ******** ******** ******* Train: 161 Northeast Regional Departure: Boston (South Station), Massachusetts Saturday October 14, 2023 9:40AM Arrival: Ny Moynihan Train Hall At Penn Station, New York Saturday October 14, 2023 1:53PM Accommodation: 2 Coach Seats Train: 97 Silver Meteor Departure: Ny Moynihan Train Hall At Penn Station, New York Saturday October 14, 2023 3:15PM Arrival: Fort Lauderdale, Florida Sunday October 15, 2023 6:06PM Accommodation: Roomette * In Car **** Train: 98 Silver Meteor Departure: Fort Lauderdale, Florida Friday October 20, 2023 8:50AM Arrival: Ny Moynihan Train Hall At Penn Station, New York Saturday October 21, 2023 11:18AM Accommodation: Roomette * In Car **** Train: 164 Northeast Regional Departure: Ny Moynihan Train Hall At Penn Station, New York Saturday October 21, 2023 1:00PM Arrival: Boston (South Station), Massachusetts Saturday October 21, 2023 5:24PM Accommodation: 2 Coach Seats Special Service Has Been Requested Total Reservation Charges: $ 1384.60 Ticket Delivery Charge: $ 0.00 ------------------------------------------- Total Charges: $ 1384.60 TICKETING INFORMATION --------------------------------------- Pick up your tickets at any Amtrak kiosk, or at any Amtrak ticket window. Check station oper-ating hours before you go; ticket window and kiosk hours vary from station to station. Your entire reservation (all segments) will be cancelled if you do not pick up your tickets before your first departure or if you no-show for any segment in your reservation. If your reservation cancels, you will need to make a new reservation, which may be at a higher fare. IMPORTANT POLICIES ---------------------------------------- *Valid identification is required for all passengers 18 and over. For detailed information, please visit www.amtrak.com/ID or call 1-800-USA-RAIL (1-800-872-7245). *Two carry-on bags, up to 50 lb and 28 x 22 x 14 inches each, are allowed per passenger. For important baggage policy information, please visit www.amtrak.com/BaggagePolicy or call 1-800-USA-RAIL (1-800-872-7245). ADDITIONAL INFORMATION ------------------------------------------- * When should you arrive at the station? Check the recommended arrival times for your de-parture station at Amtrak.com/stations. Allow additional time if you are boarding at a Canadian station, or re-quire ticketing/baggage services or boarding assistance. * If you are traveling on the Auto Train, motorcycles and vehicles with trailers must check in by 2:00 pm. All other vehicles must check in by 2:30 pm. Vehicles will not be accepted after 2:30 pm. * To change or cancel your reservation, please call 1-800-USA-RAIL (1-800-872-7245).Refund fees may apply. Additional travel, refund or exchange rules may apply if any trip segments have been priced using passenger discounts, promotions and/or fares orders. Contact Amtrak for full details regarding fare rules and restrictions relating to this reservation. * Need a hotel? Amtrak offers great deals for your destination. Please vis-it www.amtrak.com or call 1-800-USA-RAIL (1-800-872-7245) to learn more. HAVE A GREAT TRIP! ---------------------------------------- Questions? Contact us online at www.amtrak.com/contactus or call 1-800-USA-RAIL (1- 800-872-7245). The policies described above apply to travel on Amtrak services. 1-800-USA-RAIL (1-800-872-7245) to learn more. HAVE A GREAT TRIP! ---------------------------------------- Questions? Contact us online at www.amtrak.com/contactus or call 1-800-USA-RAIL (1- 800-872-7245). The policies described above apply to travel on Amtrak services.

  Business Response

  Date: 01/02/2024

  We appreciate your taking the time to bring your concerns to our attention. I am writing to apologize for the issues that you experienced during your recent trip with Amtrak. We recognize that your travel experience did not meet our usual high standards. We take all customer complaints seriously and we are disappointed to hear that we did not meet your expectations. We understand that your time is valuable, and we deeply regret any inconvenience caused. We would like to assure you that we have taken steps to address the issues raised in your correspondence and ensure that similar issues do not occur in the future.

  According to our records, a Transportation Voucher has been issued in the amount of $750 as compensation. Due to the nature of your concerns, we have authorized a partial monetary refund in the amount of $250 as additional compensation. This will be issued to the original form of payment. Please accept our most sincere apologies for this matter and we hope to see you onboard again, under more ideal circumstances. Amtrak considers this matter to be resolved.

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase through the Amtrak Guest Rewards Shopping For points portal (***************************************************) on October 29th, 2023 at the online retailer *********.com. By clicking through the Amtrak shopping portal in order to make my purchase, I was supposed to be awarded 6 point per $1 spent at *********.The subtotal of my order (#************) at ********* for a long sleeved shirt was $49, however Amtrak failed to credit me any points. When I first contacted customer service, I was told that I should allow 120 days for a resolution--which is a ridiculously long wait time for a simple shopping transaction investigation. When I inquired again as to why the transaction was not showing up in my transaction history (yet it could be clearly seen in my "click" history, I received no response. And then when I raised a complaint a third time, I received a response which stated that purchases of gift cards do not contribute towards earning Amtrak shopping points. I used a gift card as a form of payment to purchase an item of clothing on *********, instead of using a credit card as a form of payment. I did NOT purchase a gift card; I only used it as a form of payment for a legitimate purchase. There is not a single shopping portal out there (and I'm a member of many, including ******, ********, and *********), that does not credit points towards purchases of products on the basis of form of payment--whether it's ***** ******, ****, or a previously purchased gift card. It's shameful that they're trying to come up with loopholes which don't apply in order not to award legitimate points to purchases. I earned 294 points on my ********* purchase through Amtrak, and my account should be credited as such.

  Business Response

  Date: 01/12/2024

  We appreciate your taking the time to bring your concerns to our attention. Your complaint has been forwarded to the Amtrak Guest Rewards department. They will contact you independently. Thank you for contacting Amtrak regarding this matter.

  Customer Answer

  Date: 01/12/2024

  [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:
  
  Regards,
  
  ***** ***
  

• Initial Complaint

  Date:12/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Travel from Wilmington De. To Durham NC, on train #70/80. They lost my luggage! #******... Please give me a call, at your earliest convenience thank you!!

  Business Response

  Date: 12/19/2023

  We appreciate ************************* taking the time to bring their concerns to our attention. We are sorry to learn that their baggage was lost during their trip from June of 2022. We encourage them to call 1-800-USA-RAIL so that a lost baggage from can be sent to them. Without a lost baggage form, we are unable to assist further.

  Customer Answer

  Date: 12/21/2023

  [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:
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 12/21/2023

  I need my Compliant, to be handled Accordingly! Please & Thank You ??

  Customer Answer

  Date: 12/21/2023

  I lost a lot of Valuable things!!!

• Initial Complaint

  Date:12/12/2023

  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 12/03/2023 myself, my daughter, and her boyfriend traveled from Chicago, Illinois to Du Quoin, Illinois via Amtrak. I paid for business class seats because they were advertised as roomier on their website and guaranteed to have Wi-Fi by the conductor on the way to Chicago on 12/01/2023. On the return trip, we were placed in the last car on the train, which was a coach car, in the upper level. Our "business class" seating was designated by a piece of scrap paper someone had handwritten business class seats **-** and drawn four arrows. It was the exact same seats as the coach class. It certainly was not the "premier, enhanced experienced" or "extra legroom" and "wide and comfortable seats" Amtrak advertises on their website. I have photos of what Amtrak advertises as well as the signs they posted on the train for their "Business Class seating" that day. Thank you for your time and attention to this matter.

  Business Response

  Date: 12/13/2023

  We appreciate ************************* taking the time to bring their concerns to our attention. We are sorry to learn of their dissatisfaction with their recent trip. As a one-time courtesy, we have authorized a monetary refund of the business class fare from Train 391 in the amount of $75. This will be issued to the original form of payment. Amtrak considers this matter to be resolved.

  Customer Answer

  Date: 12/19/2023

  [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:12/04/2023

  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.

  Reservation Number - ****** Reservation Number - ****** These two reservations were made for a large group and were supposed to be booked together. The company would not allow us to book all eight passengers on a train at one time so booked us separately. Somehow dates got messed up and half of us are booked for December 9 and half of us are booked for December 10. We reached out to try to change these to the same day of December 10 and they said theres nothing they can do without charging us $525 apiece or doing an Evoucher of 75% however in the attached screenshot of the policies there is nothing about an voucher only about a refund which means I should be getting refunded to my original payment method. I have spoken to multiple people and they will not even let me talk to a manager. The customer service representatives were not helpful and only denied my claims to assistance. I do not recommend working with them. And we are now going to be out all of the money for the trip because we do not have a guaranteed trip home for all eight of us.

  Business Response

  Date: 12/11/2023

  We appreciate *********************** taking the time to bring their concerns to our attention regarding reservations ****** and ******. As information, both reservations were purchased through Amtrak's Saver fare plan. Saver tickets become non-refundable 24 hours or more after booking and the only form a refund can be issued is a non-refundable eVoucher. The entirety of our cancellation and refund policy can be found online at Amtrak.com/refund-and-cancellation-policy. While we regret the inconvenience, we must respectfully decline their request for a monetary refund. Although our response is not favorable, please be assured that Amtrak takes their comments and feedback seriously. Amtrak considers this matter to be resolved.

  Customer Answer

  Date: 12/11/2023

  We were not told about the switch in refund policy. It was stated as 75% refund to original payment method before the switch. We thought we got this however the old refund policy applied to us. This is their fault for false advertising 

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 5, 2023 I called Amtrak agent via phone to book itinerary *************** ABQ to GRR via CHI. I gave agent my credit card ending in **** and voucher ************************ Agent emailed itinerary. Itinerary says this is not a ticket but you must use this to print the ticket at the station. It says also that it will be cancelled by Aug 12 if not purchased. Why would I call back if agent had processed my payment on the phone? Amtrak says I was to call back on the phone but that was not my understanding. I had no way of knowing transaction failed. No notification was sent to me via email and I didn't notice that billing didn't occur on my credit card statement.I showed up date of travel 11/19/23 and was told by ticket agent, ticket was cancelled due to payment not going through. I decided to purchase ticket at current price as Amtrak customer relations was closed on the weekend and train was about to depart. I forgot to use the T#'s above but assumed Amtrak would work with me to fix the problems after travel occurred.When I contacted Amtrak customer relations after travel, they would not budge. They said that it was not their fault that I did not receive a cancellation notification. They said adjustment to a ticket price and vouchers cannot be applied after travel. They made no consideration of the predicament I was left in.I would like Amtrak to apply the $700 vouchers and honor the original payment agreement of $882 total.

  Business Response

  Date: 12/11/2023

  We appreciate *********************** taking the time to bring their concerns to our attention. We are sorry to learn of the misunderstanding regarding reservation BBE2E8 which was cancelled due to nonpayment. According to our records, *********************** was informed that the reservation would be cancelled if payment was not received by August 12, 2023. As information, Amtrak would have happily assisted with the reservation if we had been contacted prior to the scheduled travel date of November 19, 2023. While we regret the inconvenience, we must respectfully decline the request for compensation. Although our response is not favorable, Amtrak takes ******************************** comments and feedback seriously. Amtrak considers this matter to be resolved.

  Customer Answer

  Date: 12/11/2023

  [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 had no way of knowing that Amtrak feels it is unnecessary to communicate to its customer that a transaction did not go through.   When a loyal customer makes a reservation with a business, the business has the burden to communicate with the customer that the transaction did not go through.  When I completed the transaction, I understood that the agent had processed it correctly as they had taken my full payment and the agent ended the call when completed.  It makes no sense that I had the burden to call back or check if the transaction was completed.   I received Amtrak's confirmation email stating that the ticket must be printed at the station as confirmation that there was no problem with our agreed upon transaction.  

  This matter is not resolved and Amtrak's treatment of a loyal customer is unreasonable:  When a customer is left stranded by the business not communicating adequately, the business has the burden to make right the mistake by honoring the original agreed upon price and payment method which was  $700  vouchers + $182 cash payment=$882 ticket price.  The Amtrak agent in Albuquerque did call from the ticket counter but no one in customer service could adjust the price due to it being a weekend and only agents who work during weekdays can adjust prices.  Therefore, I ended up paying $1121 cash out of pocket.  At a minimum, Amtrak needs to return me $939  ($1121 ticket cost incurred minus the cash I originally agreed to pay of $182 = $939).
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 12/12/2023

  Hey there Better Business Bureau stafaf:

  Could you kindly submit my response back to Amtrak?

  Thanks,

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

• Initial Complaint

  Date:11/27/2023

  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 paid for round trip train tickets from Toronto Union Station to New York Penn Station on July 4, 2023. The total cost was $304 USD. (I was later refunded $35 when I downgraded my return trip to be economy, not business class, because of this issue, so the total amount I paid was $269 USD). I booked my trips, both of which occurred during business hours, because of the claim made on the Amtrak Maple Leaf Train webpage (***************************************) that there was WiFi on board. I even paid extra for business class, which was only available on my first trip for the Canadian portion of the trip. When I boarded the train, I was informed that there is no Wi-Fi service for the entire Canadian portion of the trip (roughly 2 hours of the 12 hour train ride). This is due to a technical limitation (from my understanding, Amtrak uses U.S. cell towers for their Wi-Fi). Not due to unforeseen circumstances. I was relying on Amtrak to provide Wi-Fi for those hours, so I could work on the train. Especially since I had a business class ticket, I felt confident I could conduct business. While I acknowledge it says "Amenities may vary by train", on the page, when Amtrak advertises "Wi-Fi onboard" on a page specifically about a train that travels to Canada, I think they should disclose there is no Wi-Fi available in Canada. I would have chosen to just fly had I known. Before submitting this complaint, I did some research. The information that there is no Wi-Fi in Canada is available, but is two pages away from the page where Amtrak claims there is Wi-Fi on board the Maple Leaf train. To find this information you must click "Wi-Fi on board" on the Maple Leaf page, then on the "Wi-Fi on board" page there is no indication that WiFi may not be available in Canada, but there is another link "Get more details and updates about WiFi services." where you can see there is no Wi-Fi on the Maple Leaf train. If I had known, I would have flown instead.

  Business Response

  Date: 12/07/2023

  We appreciate *************************** taking the time to bring their concerns to our attention. We are sorry to learn that there was a misunderstanding regarding the availability of onboard WiFi. As ***** wrote in their complaint, this information is available on Amtrak.com. However, we regret that it wasn't as readily available as desired. This feedback is invaluable to Amtrak and has been forwarded to the responsible manager for their review and consideration. We sincerely apologize for any inconvenience and hope to see *************************** onboard again, under more ideal circumstances. Amtrak considers this matter to be resolved.

• Initial Complaint

  Date:11/27/2023

  Type:Billing 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.

  Date of transaction: First attempt using Bank ** ******* *** **** credit card, which purchase was initially denied: 5/29/23. No e-ticket was received, and the denial was assumed to be firm with no indication that the purchase would go through or any contact from Bank ** ******* or Amtrak. I was blocked from the Amtrak website inexplicably until the next day. I have never had problems with my credit and pay my bill in full each month. Second attempt using ***** ***** **** credit card, which purchase went through successfully and e-ticket was received and printed: 5/30/23. Amtrak then posted the initially denied purchase through Bank ** ******* for the very same trip and customer (myself) the following day on 5/31/23, after they had already received payment from *****. Amounts paid to Amtrak: $186.00 through ***** first for the ticket I actually used, while disputing extra charge through Bank ** *******. Amtrak refused to accept their error and denied my claim through Bank ** *******, so I ended up paying the $186.00 wrongfully to Bank ** ******* to avoid closing an account that I have had in good standing for about 20 years. In total, Amtrak took $372 for my one-way return ticket from Denver, CO, to Naperville, IL, double the cost of the ticket. It was a visit to my sister, *********************, who would be happy to verify my solo trip: *************. The reservation number of the ticket I used to board the train is: ******-30MAY23. If video surveillance at Denver Union Station needs to be accessed, I am 5'4", 170 lb., *********.Dispute: Amtrak needs to return the extra $186.00 either to me or to my Bank ** ******* account as a credit. They have no right to take a double payment for my single, one-way ticket. After Amtrak denied my claim through Bank ** *******, I filed a claim through *****, which they also denied. This extra, unlawful charge is a great hardship financially. My name on my Bank ** ******* card is abbreviated to "*****************************".

  Business Response

  Date: 12/07/2023

  We appreciate ***************************************** taking the time to bring their concerns to our attention. We are sorry to learn of the difficulty they experienced while traveling. According to our records, ***************************************** booked and purchased two reservations: ****** and ******. As a one-time courtesy, we have authorized a monetary refund of reservation ****** in the amount of $186. This will be issued to the original form of payment. Amtrak considers this matter to be resolved.

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution is satisfactory to me in that a refund will be issued for the originally denied reservation/payment through Bank ** *******. Note that I never received any evidence, such as an e-ticket or reservation number, to indicate that the originally denied reservation/payment had later been approved. 
  
  If a credit card payment is initially denied, a business should not be allowed to take payment from a second credit card and then later decide to take payment from the first credit card.  That amounts to fraudulently taking a double payment.  As long as the money is returned to my Bank ** ******* account, I consider this matter resolved.  However, protections should be put in place against such duplicate charges taken from the same client for the very same trip.  At a minimum, a company should be required to have confirmation from the client that the same individual really wants to purchase the exact same trip twice in a period of two days, clearly an unlikely scenario by any reasonable standard.
  
  Thank you, BBB.  I am most grateful for the services of the BBB.
  
  *****************************************

• Initial Complaint

  Date:11/27/2023

  Type:Billing 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.

  Date of Transaction: 11/11/23 I purchased an amtrak ticket online for $86.00 recorded on my ***** ****** Checking Ledger as "National Railroad: ******".It was never refunded great than $7. anywhere within *** *** nor my bank, although I cancelled it in a timely manner online with emails or financial ledger record scans.YOu see, the problem is that the ****** credit was issued, but that never showed up on my checking account ledger *****. And I have an arrangement for daily instant transfer of any positive balance at ****** ********************************* The monies disappeared into the nowhereville. I think Amtrak is at fault.k

  Business Response

  Date: 12/07/2023

  We appreciate ******************* taking the time to bring their concerns to our attention. According to our records, a monetary refund of reservation 2F75A8 was issued in the amount of $86 to the original form of payment. While we regret the inconvenience, are unable to further assist. We encourage ******************* to contact their financial institution as we have verified that the refund has been issued. Amtrak considers this matter to be resolved.

  Customer Answer

  Date: 12/07/2023

  [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,
  
  ********************* *****