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 has 51 locations, listed below.

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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

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  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:07/13/2022

  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 purchased a 36 hour Amtrak trip from Idaho to Chicago for my wife and I. Reservation # ******. Departure date from Idaho was to be July 5, 2022, with a return date of July 11, 2022. Unfortunately I had a serious health incident occur and this resulted in the probability of a subsequent health emergency occurring while on the train. Hence, I had to cancel the trip. On 6/21 around 12:00 noon ( well before the July 5th departure date ) I canceled the trip online. I received a cancelation receipt that indicated out of the total ticket price of $2,136 I was refunded cash to my credit card of $1,238, plus an evoucher of $648 and charged a cancelation fee of $250. Within minutes I initiated a online chat to request a full cash refund. The Amtrak cancelation policy clearly states that a health issue caused cancellation receives a full cash refund. The Amtrak online chat individual informed me that I need to request the refund by email, and gave me the email address. I have sent 4 separate email requests in addition to a phone call, and I cannot get any response. Email requests were sent on 6/21, 6/27, 6/30 and 7/10. All requests have fully explained the cancellation was due to a serious health issue that could result on an emergency on the train while on the trip. Each and every request has been polite and respectful, but I have not received any response. Please assist me in obtaining a refund, I cannot even get a response. Thank you very much!

  Business Response

  Date: 08/11/2022

  We appreciate ************** taking the time to bring his concerns to our attention. As information, in cases of hardship, such as a medical condition that prevented travel, Amtrak may offer a one-time courtesy and waive fees when documentation of the hardship is supplied. According to our records, we have not received any medical documentation. However, as a one-time courtesy, we have authorized a monetary refund of the applicable fee in the amount of $250. This will be issued to the original form of payment. Amtrak considers this matter to be resolved.

  Customer Answer

  Date: 08/13/2022

  [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:07/10/2022

  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 Amtrak experience has been completely abhorrent on this last ride I participated in. My family and I were traveling to Chicago via Amtrak on July 8, 2022. The train was delayed for nearly 8 hours constantly throughout the day and we lost a full day on our already short 2 day trip. We were scheduled to leave at 7:25 AM and we did not leave till almost 3pm. Albeit we were offered free food and snacks aboard the train as an effort to make good on the delay, the damage was already done. Fast forward to today, July 10, we were moved from one train to another without much notice and THAT train was also delayed. We were scheduled to leave Chicago Union Station at 2:50 pm and were delayed from leaving for 2 hours. There was no announcement made on the intercom that the plane was ready and the people just came into the lounge and told us to get on board. We get out to the train and the ONLY staff present was a man delegating which car passengers to get in based on the final destination. While passengers were boarding, there was 0 direction or train staff present. Very close to 100 passengers confined to one train car so many people including myself were left stranded and standing as the train departed from the station. This is a MAJOR safety violation and complete negligence on behalf of Amtrak because the train wobbles and sways as it moves along the track and someone could have gotten seriously injured due to this. There was no system of seating in place at all and it took them a whole 30 minutes to stop the train and unlock the next car to seat more passengers. People were calling and looking for an attendant but none could be found during OR AFTER boarding the train. Never in my life have I seen such repulsive customer service and negligence toward paying customers. I WILL be seeking compensation from Amtrak for this and I will also be making a complaint to guest services when I return back home.