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

  400 N Capitol St NW Washington, DC 20001-1511

• 

  Amtrak

  PO Box 70 30th Street Station Philadelphia, PA 19105-0070

• 

  Amtrak

  125 W 14th St Erie, PA 16501

• 

  Amtrak

  1688 Peachtree St NW Atlanta, GA 30309

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

• Initial Complaint

  Date:08/12/2022

  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 was issued an e-voucher from Amtrak due to a cancelation that I made from a trip I did not take in 2021 worth $200. I had a year to use ot and it was set to expire on August 28, 2023. When I called Amtrak at the beginning of July 2022, I was told that my voucher was already used. I then explained I have not used Amtrak for travel at that point. After answering a series of questions repeatedly, it was found that it was indeed not me since they used a different name, email address and phone number. They then reissued another voucher to which I gave them the same exact email address I always use with My Amtrak account. So, again I then decide on my next trip and after going through several changes once again with Amtrak they told me the voucher I was given the 2nd time was no good. I called back at least 4x and spoke to a different rep each time. The very last one was then able to book my trip from Chicago to Wisconsin Dells. Later my family and I decided to cancel and wait a little longer for the monkey pox stuff to die down and thus decided to drive. When I called back to finally cancel on Aug 8, I was told that my trip had already been canceled and the e-voucher once again sent to a different email address than what I have always been giving to them. So another series of calls and texts begins only to be hung up on, transferred to a department that was closed, and my chat was disconnected as well. When I finally reach someone in Customer Relations because the regular customer service dept. can't help me, I'm being told that a "case" was opened and after asking for Corporate, that they can no longer assist me and I have to wait 4-6 weeks for a response. If the agent who realized that it was someone else who used my voucher, why could they not have recognized that same thing happened again and cancel that voucher and reissue me a voucher to the email address I originally gave them in the first place? I would like a refund at the very least for all my trouble.

  Business Response

  Date: 09/16/2022

  We appreciate *********************** taking the time to bring their concerns to our attention. As a one-time courtesy, we have authorized a Transportation Voucher in the amount of $200. 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:08/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jul 31, 2022 I boarded the 91 Silver from NY to Miami on a Viewliner Roomette, which was set to leave at 11:04am, and should have arrived at 6:35pm on Aug 1st. The total for my ticket was $557. All seemed to be on schedule until night time, when we stopped in the middle of nowhere for over an hour. There was no explanation. The next day, the same thing happened starting around 1 or 2pm and it kept reoccurring for the rest of the trip. Long stop (30+ minutes), no explanations, then we'd take off again, arrive at a station, stay there for 30+ minutes, then off again, stopping again in the middle of nowhere...so on and so forth. I got on the first stop and off at the last stop of that train, so I was on it for a whopping extra 8.5 hours past the 6:35pm arrival time. It was 3am on Tuesday when we got to Miami. I suffer from diagnosed anxiety and panic disorder, and after a while, I couldn't bear the situation. They were NOT prepared to handle this, as they ran out of food and couldn't offer us any type of accommodations. Even the cafe car was depleted and we couldn't buy any food. There were mothers with toddlers on board, and elderly people, amongst many others. The lack of customer care was evident on this ride, and everyone was at their wit's end. I have been traveling with Amtrak for 3 years now, but this is my last trip with them. I do NOT wish to receive a voucher that I can redeem for future trips as I don't intend on traveling with them anymore. They do not care about me as a customer, so I do not care to give them business any longer. I am seeking a REFUND TO MY ORIGINAL PAYMENT METHOD. I DO NOT WANT A VOUCHER. The distress this trip caused me was unbearable, and I had to call out of work the next day to take some time to recover. ANY trip can be exhausting, now imagine one that goes 8.5 hours beyond and you're stuck with no food and unable to get off. DISASTROUS AND INHUMANE. I contacted customer relations and received no response.

  Business Response

  Date: 01/13/2023

  1/12/2023 

  Dear *** ******:

  Thank you for your correspondence.
  
  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 appreciate your taking the time to send us your concerns and
  have entered your feedback into our customer database. 
  
  While we do not guarantee on-time performance, we make every
  attempt to deliver our passengers in a timely manner.  We strive to keep
  our customers informed and well taken care of even in the event of a
  delay.  We are sorry that this was not your experience.  Please
  accept our sincere apologies for the inconvenience and frustration the late
  arrival caused you. 
  
  We regret that we were not able to resolve this case to your
  satisfaction.  The Transportation Voucher previously issued was intended
  as a token of our apologies and an incentive to travel again.  We believe
  it was a fair offer. 
  
  After an additional review of your case,  I’ve
  authorized a partial refund of $250.00 to be applied to the **** account by
  which the original ticket was purchased.  This procedure has been
  performed electronically, and no paper credit receipt was generated. 
  Depending on your bank’s procedures, please allow at least two weeks before
  this adjustment appears on your account.
  
  Again, thank you for your correspondence.  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:08/09/2022

  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.

  Seeking refund for 2 train trips, Reservation Number: ****** Empire Builder (train **) from July 6, 2022 - missed connection to this train entirely due to ****************** severe delay meaning we had to take this train the following day. When that day came departing from Chicago the train left approx 3 hours late, forcing me to seek alternate transportation. Amtrak was not willing to refund tickets for the family because the train was boarding, but left approx 3 hrs late, not arriving at St Paul until 1:45 am (vs 10 pm) which is why I sought alternate transportation in the first place (round trip car rental, which I have proof of):Empire Builder (train 8) from July 11, 2022 - Cancelled due to cancellation of #** and having to resort to round trip rental car was issued a voucher for future service in not the full amount of the ticket because it was too close to boarding date. None of these are due to faults of my own, I would like full refunds back to my credit card for both of these trips to the tune of $174 per trip or $348 in total. Calling I was told I could get a voucher for the cancelation, and emailing to company I have not heard a response back in nearly 30 days, last contact July 12th.

  Business Response

  Date: 01/13/2023

  ---------- Forwarded message ---------
  From: F*****, Aluster <**************@amtrak.com>
  Date: Thu, Jan 12, 2023 at 6:26 AM
  Subject: Complaint ID ********; ****** ******
  

  To: [email protected] <[email protected]>
  

  
  

  Dispute Resolution Team.

  Please see the attached email sent to *** ******.  In addition to an apology I have authorized a refund of $348.00 to the original form of payment.

  Thank you,

  Aluster ** F*****

  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, August 8th I had my worst travel experience on Amtrak and one of the worst travel experiences ever.My train **** from NYP to WAS was scheduled to arrive at 7:53PM. I paid $337 for this one-way trip because I needed to arrive in time for an important family event. This was significantly more than airfare but I chose this option because of Amtraks alleged punctuality.After we departed Baltimore our speed began to slow down significantly. We were informed by the crew there was an outage at Union Station. My mother who was at the time waiting for me at Union Station asked one of Amtrak’s staff and was told there was no power outage. One of us was lied to. Moments later the train came to a complete stop, near Seabrook. We waited for about 15 mins until we were informed by the crew that they were no longer going to work and that we had to wait until Amtrak sent over a new crew. At that point I wanted to get off and take an **** home but to my surprise I was not allowed to get off. The crew literally would not work but would not let us off board either. No further announcements were made, no food, no drinks. This is not very different from a hostage situation. Some passengers called 911, understandably so. Much, much later finally the train departed again and we arrived Washington DC past 11PM. At a minimum I expect to get a full refund for my inconvenience. Please advise. ******** ****** Reservation Number: ****** Amtrak Guest Rewards:: **********

  Business Response

  Date: 01/13/2023

   1/13/2023 

  Dear *** ******:
  
  Thank you for your feedback.
  
  We are disappointed that you experienced a service
  disruption while traveling with us.  We can certainly understand the
  inconvenience and frustration this caused you.  We expect our employees to
  provide the most up-to-date information available.  We regret this was not
  your experience.  Please accept our most sincere apologies for your inconvenience.
  
  I have reviewed your concerns and have authorized a refund
  in the amount of $337.00 to be credited to the **** used for purchase. 
  Depending on your bank’s procedures, please allow at least two weeks before
  this adjustment appears on your account.
  
  Once again, thank you for your feedback and comments. 
  We hope to have the privilege of serving you in the future under better
  circumstances.
  
  Sincerely,
  
  Aluster *. F*****
  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:08/08/2022

  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.

  My guest rewards number is ********** I was planning a trip and I earn myself points thru the survey panel surveypointsclub.com. Everyday I log in to my Amtrak account after earning points to see how many more points I need to accumulate for a private room and I was at about 2800 points. Today I log into my Amtrak account my balance is only 2500, THERE ARE 300 POINTS MISSING. This is just blatant theft and I want my 300 points that just disappeared. My account doesn’t reflect any points missing but I know the points are missing b/c I was only 100 or 200 points away from 3000 points which I was excited about, so now I’m so upset 300 points are missing! I want my 300 points back, I know I was at least 2800 points but I don’t know the actual number. 

• Initial Complaint

  Date:08/08/2022

  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.

  RES# ************** Returning from Philadelphia, I got red cap service, the gentleman assisted me to the deck and then chased 2 woman whom were business class and said I was on my own. I forgotten to book disabled, but trying to place suitcase up top it fell and hit me in my head, so I left it down and placed in front of disabled seats. They let me sit there with my disabled id. great except when we got to Quantico , the train stopped, jerked back and forth and then backed up for an hour, the jerking made me fall out my seat 3 times, disabled seats have no seat in front so your are just open to the floor. They waited for an hour and no power on a hot train in 100 degree weather to say we had to push another train and the jerking with witblash continued. I did not get to Norfolk until 1am. A refund is not enough for this foolishness. It was ridiculous . I emailed customer support and they ignored me.

  Business Response

  Date: 01/13/2023

  ---------- Forwarded message ---------
  From: F*****, Aluster <**************@amtrak.com>
  Date: Fri, Jan 13, 2023 at 6:02 AM
  Subject: Complaint ID ********; ********** ******
  To: [email protected] <[email protected]>
  

  
  

  Dispute Resolution Team,

  On 8/12/22 we emailed *** ****** an apology along with an electronic Transportation Voucher for $50.00

  Thank you,

  Aluster *. F*****

  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:08/07/2022

  Type:Sales and Advertising 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 August 5, I arrived at the New York Moynihan Train Hall Amtrak desk to check two bags. One was 8 pounds over the weight limit so I asked the associate for a box, because I had read online that Amtrak offered that. The associate, a ***** man who was bald in his later 50/60s with a pack of *** cigarettes in his pocket (I did not get his name) launched into a tirade of verbal abuse. He chastised me for “failing to follow the rules” let me know “Amtrak isn’t a moving company” and more for approximately 5 minutes. Throughout, I kept my composure and explained what I had read online, which he responded “this is not online this is real-time” making clear he had no intention of doing anything other than abusing me for what seemed to be no real reason. When I arrived in Chicago on August 6, my checked bags mysteriously “did not make the tran.” Since then, I have spoken to a large number of Amtrak agents, none of whom have been able to confirm that the company actually has my bags or that they will be returned to me. Now they are giving me phone numbers that are disconnected or do not appear to reach any actual human beings.

  Customer Answer

  Date: 08/15/2022

  ---------- Forwarded message ---------
  From: *********************** <*****************>
  Date: Sun, Aug 14, 2022 at 4:12 PM
  Subject: Fwd: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: <[email protected]>

  
  

  Dear Dispute Resolution Team,

  
  

  I have received my bags back from Amtrak and consider this resolved. Thanks for your time. 
  
  

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

  Begin forwarded message:

• Initial Complaint

  Date:08/06/2022

  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 have been trying to get my Voucher of $427.43 as a cash a Check! The reason had to Cancel was what happened on the Train going from MPLS to CHI! Sleeper car behind the Engine. Traveling started in 1968 as a kid same Route. Sleeper never always towards the end. Reason I took it because of my health. Never had issues like this night mare trip!! Because of Fumes I have Asthma and tossed around like rag dolls!Scenery going so fast couldn’t see a lot!My friend no healthy issues in 30ties! We both got off in CHI.In a lot of extreme pain! It prevented me for doing all I wanted to do in Niagara Falls!! My companion took out a Credit card! So we could fly back home! The Trip Insurance with Dr. letter Denied!Email Support which has not respond at All! Customer Service on hold long time!Suggestion by a Pass! My health I can’t travel!! Plus I want to pay back my friend! I was the one who took her on this Trip! First time on Train last one she told me!! I just want to give her this money for my plane ticket! I have been mentally struggling realizing Train Traveling it’s over! Not like the old days!I been all my life saying it’s the best way to travel!! If you want any documents please let me know which ones! By Email! Oh I know you can find information with my phone number! That’s how you get Information Customer Service used!! Thank you for Grace Compassion Understanding Blessings **** *******

  Business Response

  Date: 01/13/2023

  ---------- Forwarded message ---------
  From: ******* ******* <**************@amtrak.com>
  Date: Fri, Jan 13, 2023 at 4:12 AM
  Subject: Complaint ID ********; **** *******
  To: [email protected] <[email protected]>
  

  
  

  Dispute Resolution Team,

  Please see attached, as a courtesy we have refund *** *******’s nonrefundable eVoucher to the original form of payment.

  Thank you,

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

  Customer Relations Specialist, Office of Customer Relations

  Customer Answer

  Date: 01/17/2023

  [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:The ****** **** was merged asked if I would accept it. No! So I don’t know or remember the company or my old card information! Which it would not do any good anyway!I sent a message to them asking to put it on my **** Card in my Account with them. 

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

  Business Response

  Date: 02/09/2023

  Dispute Resolution Team,

  Amtrak is required to return funds to the original form of payment.  On 1/17/23 we emailed the passenger that the refund was processed on January 12, 2023 to the ********** account used for the original purchase.  Any further inquiries should be directed to the card issuer.
  

  Customer Answer

  Date: 02/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  
  **** ******* 
  Yes you did your job filling out the paperwork to have money put back on the the card!Thank you very much!!BUT How can you put money on card that DOES NOT EXIST!?!?!?Just because you see the words **********. Doesn’t mean it’s an Account!The card account was closed and merged to a bank! ********** has several hundreds of business using their name. Like for instance ********’s **********.

  So who and how and where did the money GO ???????Is it stuck in your system??? 
  

  Business Response

  Date: 06/15/2023

  6/14/2023

  Dear *** *******:
  
  Thank you for your patience. 
  
  I’ve verified with our Refund Department that the credit of
  $427.53 was indeed returned to Amtrak.  I’ve authorized a check in the
  amount of $427.53 as reimbursement.  You will receive it under separate
  cover within a few weeks of your receipt of this email. 
  
  Once again, thank you for writing.  We hope to have the
  privilege of serving you in the future.
  
  Sincerely,

  Customer Relations Specialist, Office of Customer Relations

  Customer Answer

  Date: 06/26/2023

  [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. 
  
  

  ---------- Forwarded message ---------
  From: **** ******* <*****************>
  Date: Sun, Jun 25, 2023 at 10:00 PM
  Subject: BBB: Complaint Management: ID #********
  To: <[email protected]>
  

  
  I have called the person never contacted me!! I couldn’t bring up the post Amtrak sent you.? Thankfully they told me check in the by Email. I want you to know  I finally got my Refund Check in the Mail!! I don’t know the date it came! Because I was out of town for 4 days! Monday going to bank!!! So please make it Resolved!!! Thank you All for the Help Support!!! Never give Up!!!
  Blessings
  **** ******* 
  ********************************************************************************** 
  
  Sent from my ******
  
  Regards,
  
  
  
  **** *******
  
  
  

• Initial Complaint

  Date:08/04/2022

  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.

  I am a federal employee trying to use ******* vouchers to purchase a roundtrip Amtrak ticket to commute to work in **************. I have $230 in vouchers but am unable to use them to purchase a ticket electronically. When I called Amtrak's customer service phone line, I was told that I have to use these vouchers in person at the station. The closest station (********************************** in **********, **) is 16 miles from my home, but I made the drive. Unfortunately, when I got there, the ticket agent (*************************) told me that my vouchers cannot be used to buy a roundtrip ticket from ********** to ************** for $150. Amtrak should be encouraging commuter travel on the northeast corridor, and the challenges that I have been having in using these vouchers are outrageous and completely unnecessary.

• Initial Complaint

  Date:08/02/2022

  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.

  5/29/2022 purchased ticket(reservation#******.(july 28-July 31) train to dept.Chicago according to my ticket &was booked per phone(2:15p) when I arrived the train was depart @ 3:05p(never got a text/call about the change.therefore family have to be called due now will be later than anticipated. St Paul-Minneapolis ticket stating (8:00) however its depart @8:50(again no text/call. When arrived realized train is behind 3 and half hours late( Inormally get text msg for any changes & or delays,thru hearing conversation form another passenger. Checked email( was sent @ 5am that morning regarding the delay,@ this point I know I"m probably going to miss my connection,spoke with Amtrak multiple times to see what is going to happen because I really neede to get back to my destination.was told it depends,etc.Recalled a couple hrs later,was told when I arrived in Chicago for my connection to goto station services.REcalled again before arrival,@ this point I know I have missed connection( this time after verificationof my info."We will help you get to Bloomingtn.That was not the case when I arrived,me & about 40 plus people."Vouchers for hotel & your new tkt was in email.,@ that time I stated I neede to leave sooner,was then told,let ticket official know & I can get earlier time,I called( Amtrak) very shortly after ,was told all booked(the tkt Amtrak had in email was for 5:20pm..it was bad enough I was stuck in chicago,& to be still there that long.I had to close my business .I however got a bus ticket to get me back sooner the next day due to I"m already 45 mins. away from destination($48.00) cost for bus ticket. This unacceptable & notifications of delays poor.No annoucement was even made on the train was going to be too late to get connection.Due to the Covid exposure ,wasn"t comfortable in a hotel. I have had to spend more money and lose money @ the same time

  Business Response

  Date: 01/13/2023

  
  Dear *** ******:
  
  Thank you for your correspondence and please pardon our delay in responding.
  
  On-time performance is a major concern at Amtrak.  We make every effort to operate on schedule, because we know how frustrating a late train is to our customers and their families.  We are regret that your late arrival causing you to miss your scheduled connection.  We are working hard to improve the level of customer service that we deliver to each of our passengers and apologize that we did not meet your expectations.  
  
  I have requested that a refund in the amount of $74.00 to be credited to the **** account used for purchase.  Depending on your bank’s procedures, please allow at least two weeks before this adjustment appears on your account.  
  
  We hope to have the privilege of serving you again in the future.
  
  Sincerely,