Business Profile

Railroad

Amtrak

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Railroad.

Complaints

This profile includes complaints for Amtrak's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

437 total complaints in the last 3 years.
141 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/25/2023
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 11/23 I took Amtrak train from Richmond VA to Alexandria the train was 30 mins late with no warning given I had to lose money spent on a **** that was waiting in me at the station. On 11/25 he exact same thing happened this time 40 mins late upon arrival at one time just sitting on the tracks for 30 mins. No warning. I would like a full refund of both trips apologies will not give me back the money I lost on **** both going and coming. I am utterly disgusted
Business Response
Date: 12/07/2023
Dear *************************:
Thank you for your recent correspondence.
We appreciate your taking the time to bring your concerns to our attention. On-time performance is a major priority at Amtrak. We make every effort to operate on-schedule, because we know how frustrating a late train is to our passengers.We are sorry that Trains 99 and 186 were late and that you were negatively impacted.While we do not guarantee on-time performance, we understand that delays inconvenience our passengers.
As information, Amtrak does not authorize monetary refunds when transportation has been provided, nor do we offer monetary compensation for inconvenience.Therefore, we must respectfully decline your request. Although our response is not favorable, please be assured that Amtrak takes your comments and feedback seriously.
We would not want an unsatisfactory experience to be your last impression of our service and would like to win back your confidence and support. Therefore,we have authorized a Transportation Voucher in the amount of $25. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. A confirmation email has been sent to this email address: ************************ which includes the Transportation Voucher number, amount, expiration date, and additional redemption information.
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 Voucher toward the purchase of your next ticket.
Initial Complaint
Date:11/24/2023
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.
This is so minor that it's kind of weird Amtrak simply does not want to actually address this in anyway. Essentially, I took a trip from Washington DC to Boston. The stop I was supposed to get off at was Boston South, but instead the conductor told everyone that Back Bay Station was the last stop. I don't know if this was a mistake, but everyone on the train was told to depart, despite that my ticket was for Back Bay Station. All I asked for was the difference in fair between the two stations (about $7... that's it). Instead I got an email saying that they couldn't do anything about it since the trip was completed. But the problem is that the trip WASN'T completed. I was told to get off at a stop that wasn't mine when it was supposed to go to one more stop. I don't think it's unfair to have them refund me for a single stop when they told me to get off the train to begin with. That just seems very weird to me. If it was a mistake (and it probably was) that's fine, but the customer service has been pretty bad in this regard because they think I'm complaining about something else when I'm not. They think I want a full refund when I don't. But the reality is that instead of actually listening to my concerns they're kind of just adopting this, "Well, we're sorry that happened..." but will neither address why it happened nor refund the difference between stations which is, again, only $7. It's more the principle of the thing, that they could at least own up to the reality that they messed up. I'd never taken the line before and the job of staff is to help us reach our destination, which they didn't in this case. It wasn't too bad since I still ended up in Boston, but it still made for a lengthy delay in getting to my destination as a result.
Business Response
Date: 12/07/2023
Dear *********************:
Thank you for your recent correspondence.
We appreciate your taking the time to bring your concerns to our attention. We are sorry you did not receive the assistance you needed when you traveled. Amtrak aims to facilitate a high level of customer service to each of our passengers. Our employees are expected to provide the best assistance possible and to perform their duties in a professional manner. A copy of your correspondence has been forwarded to the responsible manager for review and any necessary corrective action.
We would not want an unsatisfactory experience to be your last impression of our service and would like to win back your confidence and support. Therefore, we have authorized a Transportation Voucher in the amount of $25. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. A confirmation email has been sent to this email address: ****************** which includes the Transportation Voucher number, amount, expiration date, and additional redemption information.
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 Voucher toward the purchase of your next ticket.
Initial Complaint
Date:11/18/2023
Type:Customer Service 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.
Hello i purchased a train ticket leaving from Needles CA to Springfield IL, due to the time difference of where im at in Bullhead City, AZ and not being allowed on the train i was stuck and the employee was also rude as ****, etc i WANT MY ******* MONEY BACK YOU LITERAL ****** ** *** ****.
Business Response
Date: 11/28/2023
The following email was sent to *****************
From: **************************
Sent: Tuesday, November 28, 2023 3:31 PM
To: **********************
Subject: Amtrak Follow Up - Case *******

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

Thank you for contacting us recently. I am responding on behalf of the Corporation.

I am sorry to read the concerns you expressed with us and that you were unable to cancel or change your reservation prior to departure. As much as we regret the inconvenience to you, Amtrak requires cancelation prior to travel to be eligible for a refund. I have reviewed your concerns; however, I must respectfully decline to offer a refund as you have requested.

However, out of consideration, I have authorized a Transportation Voucher in the amount of $343.00. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling **************, or at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. An email confirmation has been sent to this email address: **********************. Kindly review the terms and conditions for use. It will include the Transportation Voucher number, amount, expiration date and additional redemption information.

Once again, thank you for writing. We appreciate your understanding and hope that you will give us another opportunity to serve you under better circumstances.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: ****************************************************

Customer Answer
Date: 11/30/2023
[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:11/18/2023
Type:Customer Service 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.
My train ride was delayed 5 hours causing to miss the next train. There resolutions to get on a connecting bus that is not the Faire I paid is of no equivalence to travel cost and missed plans causing to cancel hotel stay rearrange plans and later arrival time. Customer service was rude when I asked for supervisor and they disconnected the call.
Business Response
Date: 11/28/2023
The following email was sent to *******************
From: **************************
Sent: Tuesday, November 28, 2023 5:01 PM
To: ******************
Subject: Amtrak Follow Up - Case *******

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

Thank you for contacting us. I am responding on behalf of the Corporation.

Let me apologize on Amtrak's behalf for the delays and service disruption that you experienced when you traveled with us. We certainly understand the inconvenience and frustration this caused you. The delays were beyond Amtrak's immediate control. In spite of our best efforts, delays are an unwelcome but unavoidable part of the transportation business.

It is also disappointing to hear that this delay caused a missed connection. In the event of a missed connection, Amtrak may attempt to provide alternate transportation. Because of the short notice that is usually involved, other modes of transportation may not be immediately available. In this instance, it was determined that alternate transportation was not a viable option. In this case, Amtrak may attempt to house passengers in a hotel for the night in order to put them on the next available train at the same rate. If Amtrak is unable to provide alternate transportation and a passenger does not want to be put in a hotel for the night, we will honor a full refund on the remaining portion of unused tickets, so the passenger may find their own method of transportation to their final destination.

Out of consideration, I have authorized a full refund of your unused tickets from Savannah, GA to Charleston, SC as a one-time courtesy. An automated credit in the amount of $37.00 was applied to the **** account used for the purchase of your tickets. This procedure has been performed electronically, and a paper receipt is not generated, but you can expect the refund to be posted to your account within 10 business days.

As much as we regret the inconvenience to you, Amtrak does not provide reimbursement of expenses incurred with other service providers. Therefore, we must respectfully decline your request to reimburse any out of pocket expenses you may have incurred. Out of consideration, our Customer Relations Representative issued you a Transportation Voucher in the amount of $200.00. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-872-7245, or at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. An email confirmation has been sent to this email address: ********@*****.com. Kindly review the terms and conditions for use. It will include the Transportation Voucher number, amount, expiration date and additional redemption information.

Once again, thank you for writing. We hope that you will give us another opportunity to serve you under better circumstances.

Sincerely,

******* *****
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: ****************************************************
Initial Complaint
Date:11/15/2023
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.
Purchased a ticket at Stockton station. Paid $118.48 cash. 25 minute bus delay. The 10 hour bus ride only took one break to stop and it was for 3 minutes. Uncomfortable seats, hard. Transferred to a train and the train conductor reported a "rail problem" and that there would be a 4 hour delay. Everyone was escorted off the train to an unopened train station. I was told that day they would be using refunds to everyone and to call the 800 number. I called customer relations that day, and the woman I spoke to told me to go in to a train station for a full refund since I paid cash, there was no way to refund the money. I called again today to make sure the station was open before going in, spoke with another customer relations on text message. He told me no refund since I used the ticket to travel. I transfered between 2 trains and a bus that day. A 14 hour trip. Is it ok to just remove passengers from their reserved, paid for in advance, transportation? The text representative offered me a $25 code voucher for future use with Amtrak. Just the trip that kicked me off alone was $60.92.
Business Response
Date: 11/17/2023
Please see the email below that was sent to ************************
From: **************************
Sent: Friday, November 17, 2023 11:15 AM
To: ************************ <**********************>
Subject: Amtrak Follow Up - Case *******

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

Thank you for contacting us. I am responding on behalf of the Corporation.

Please accept our most sincere apologies that you experienced a cancellation of service. We can certainly understand the inconvenience and frustration this caused you. We are working hard on a number of fronts to improve our ability to run on schedule. In spite of our best efforts, disruptions due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. Please accept our most sincere apologies for your inconvenience.

I can offer either a full refund of your fare in the amount of $118.48 or I could offer a Transportation Voucher in the amount of $150.00 that would be good for one year. If you would prefer a refund, please kindly reply to my email with your mailing address. The check will take about 3 weeks to arrive in the mail. If you would prefer a Transportation Voucher, simply reply to my email that you would like the Transportation Voucher and this will be sent to your email address.

Once again, thank you for contacting us.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: ****************************************************
Business Response
Date: 11/17/2023
I have received the following response below accepting our resolution and I sent the following response below notifying her that a check was sent.
From: *********************** <**********************>
Sent: Friday, November 17, 2023 2:32 PM
To: ************************** <*********************@amtrak.com>
Subject: Re: Amtrak Follow Up - Case *******

ATTENTION: This email originated outside of Amtrak. Do not click on links or open attachments unless you recognize the sender and know the content is safe.

Hello ************** Thank you for your timely response. I understand that there are a number of factors that can contribute to railroads being delayed. All of which are out of your hands and mine. I feel like I paid Amtrak to take me from one destination to another, and it was not fulfilled, not even close, probably another 100 miles from the destination. I had no more money 9n me, so I was lucky to find a taxi that would accept the payment after I reached home.

The station itself in Chatsworth was locked up and no one was there except security, the hours of operation posted on the door said it should have been open at the time. It was a long, frustrating, exhausting day and a half travel.

I will accept a check or cash for the amount that I paid. I don't need a voucher, as I don't normally travel far distances. And I appreciate it. I will update the review.

Thank you,
*************************
**********
**********************
**************************
Whittier CA *****
From: **************************
Sent: Friday, November 17, 2023 2:48 PM
To: *********************** <**********************>
Subject: RE: Amtrak Follow Up - Case *******

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

Thank you for your follow up correspondence.

I have authorized a check in the amount of $118.48. Please allow about 3 weeks to receive the check.

Once again, thank you for writing.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: ****************************************************
Customer Answer
Date: 11/20/2023
[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:11/13/2023
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.
I purchased a round trip ticket from New York to Boston for this past weekend ( reservation # ******). I travel frequently between the two states- typically by bus to save money. This past weekend I purchased an Amtrak ticket as it was imperative I arrive on time back in NYC in order to make necessary medical appointments. Last night I was notified my 5:30 Amtrak was delayed at 5pm ( when most riders were already in south station). At 5:30 we were notified our train would arrive at 6:40. At 6:40 our train did not arrive and we were told there was no further information and no estimated time for the train. We were given no notice despite Amtrak knowing there had been issues with all trains on the northeast line since 10:30 in the morning- which is unacceptable. There was plenty of hours for Amtrak to notify of upcoming delays which would have allowed me to change travel plans .Because I needed to be back I was forced to buy a last minute bus ticket foe $80 leaving at 7:30 (2 hours after my Amtrak was scheduled). At this time there was still no update from Amtrak. I attempted to get in touch with customer service several times. I ended up spending double my ticket price to get home. On top of our train being over two hours late leaving it was also delayed on the route.
Business Response
Date: 11/28/2023
The following email was sent to ********************
From: **************************
Sent: Tuesday, November 28, 2023 4:04 PM
To: ************************ <**********************>
Subject: Amtrak Follow Up - Case *******

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

Thank you for your contacting us. I am responding on behalf of the Corporation.

Let me apologize on Amtrak's behalf for the delays and service disruption that you experienced when you traveled with us. We certainly understand the inconvenience and frustration this caused you. The delays were beyond Amtrak's immediate control. In spite of our best efforts, delays are an unwelcome but unavoidable part of the transportation business.

Also, we apologize for the lack of communication you received during this experience. In a situation such as this, we expect our employees to provide the most up-to-date information available. We are sorry that you received otherwise.

Out of consideration, I have authorized a full refund of your fare as a one-time courtesy. An automated credit in the amount of $31.00 was applied to the ***** Pay account used for the purchase of your tickets. This procedure has been performed electronically, and a paper receipt is not generated, but you can expect the refund to be posted to your account within 10 business days.

We would not want an unsatisfactory experience to be your last impression of our service and would like to win back your confidence and support. To underscore our apologies, I have authorized a Transportation Voucher in the amount of $31.00. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling **************, or at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. An email confirmation has been sent to this email address: **********************. Kindly review the terms and conditions for use. It will include the Transportation Voucher number, amount, expiration date and additional redemption information.

Once again, thank you for writing.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: ****************************************************
Initial Complaint
Date:11/13/2023
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 agreed to purchase tickets at one price. In the two minutes it took me to fill out personal information the price of the ticket increased by $30/each and put the price out of my budget. These are predatory pricing tactics and false advertising.
Business Response
Date: 11/28/2023
The following response has been sent to ***************
From: **************************
Sent: Tuesday, November 28, 2023 1:12 PM
To: **************************************
Subject: Amtrak Follow Up - Case *******

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

Thank you for contacting us. I am responding on behalf of the Corporation.

We are sorry to hear that you saw a lower fare on Amtrak.com, but when you went to purchase the ticket, the fare was higher. As information, fares on Amtrak.com are based upon availability and will not be guaranteed until the transaction is secured with payment and a reservation number has been issued. After reviewing your concerns, we must respectfully decline to honor the original fare you saw on Amtrak.com.

Once again, thank you for contacting us.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: ****************************************************
Initial Complaint
Date:11/02/2023
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.
TO WHOM IT MAY CONCERN: WE HAVE WRITTEN THREE LETTERS AND SPENT COUNTLESS HOURS ON THE PHONE TO RECTIFY AN ISSUE THAT TOOK PLACE ON DECEMBER 18THM 2022 ON TRAIN 67 BOUND FOR WASHINGTON, DC. TO DATE THERE HAS BEEN NO RESPONSE THAT WAS CLEARLY AMTRAK ERROR. LAST MONTH AS A LAST RESORT I REACHED OUT TO DETECTIVE ***** ******** WHO WAS THE OFFICER INVOLVED AND STILL HAVE RECEIVED NO RESPONSE. MY TICKET WAS FLAGGED AS FRAUD AND IT WAS NOT, BY TRAIN CONDUCTOR ***** ****** AFTER BOARDING SOUTH STATION, BOSTON MA @ 9:30 P.M. TRAIN 67. I WAS COERCED INTO BUYING ANOTHER TICKET OR BE REMOVED FROM TRAIN AT 11:00P.M. AT NIGHT AND STRANDED IN A STATION. A FAMILY MEMBER PURCHASED ANOTHER TICKET FOR ME TO CONTINUE ON MY JOURNEY. WHEN I LEFT THE STATION(PROVIDENCE) THE DETCETIVE CALLED ON MY PHONE TO EXPLAIN THER IN FACT HAD BEEN AN ERROR AND THAT I SHOULD EXPECT AND IMMEDIATE REFUND UPON MY ARRIVAL TO DC. TO DATE NO REFUND HAS OCCURRED. HOW MANY LETTERS AND HOW MANY PHONE CALLS DO I NEED TO MAKE FOR THEIR ERROR TO BE CORRECTED? I AM REACHING OUT TO YOU TO RESOLVE THIS ISSUE BEFORE TAKING OTHER MEASURES. I WAS 65 YEARS OLD WITH A MOBILITY ISSUE, AT THE TIME, TRAVELING TO SEE FAMILY FOR THE CHRISTMAS HOLIDAYS. I HAVE ALL SUPPORTING DOCUMENTS TO MUCH TO PUT HERE. I CAN BE REACHED @ ###-###-####. DETECTIVE ***** *********'S CONTACT NUMBER IS ###-###-#### PLEASE ASSIST ME IN BRINGING THIS MATTER TO RESOLVE. THANK YOU!
Business Response
Date: 11/17/2023
Please see below the response that was sent to **********************************
From: **************************
Sent: Friday, November 17, 2023 2:23 PM
To: ********@AOL.COM
Subject: Amtrak Follow Up - Case *******

Dear **. **********:

Thank you for contacting us. I am responding on behalf of the Corporation.

I am sorry to read the concerns you mentioned regarding your first reservation number ******. Our records indicate that your initial purchase was for $154.80 for a round trip ticket from Boston, MA to Washington, DC on December 18, 2022 and returning on January 5, 2023. The outbound ticket was a value of $122.40 and the return ticket was a value of $32.40, totaling $154.80.

Our records indicate that you purchased a new reservation number ****** in the amount of $293.40 for the exact same travel dates. The outbound ticket was a value of $171.00 and the return ticket was a value of $122.40, totaling $293.40.

On December 19, 2022, you were provided a refund in the amount of $122.40 towards reservation number ****** and a Transportation Voucher in the amount of $122.40 was authorized to cover your return ticket cost. After further review of your case, I realize that on December 19, 2022 you were offered an additional refund in the amount of $32.40 towards reservation number ******; however, it does not appear this refund has been processed yet. Therefore, I have authorized this refund. An automated credit in the amount of $32.40 was applied to the **** account used for the purchase of your tickets. This procedure has been performed electronically, and a paper receipt is not generated, but you can expect the refund to be posted to your account within 10 business days.

I understand that you have spoken with Amtrak Police regarding the suspicious activity regarding your first reservation number. For all further concerns regarding suspicious activity, please contact the Amtrak Police Department by calling ###-###-####. We must respectfully decline further refund or compensation regarding this matter.

Once again, thank you for contacting us.

Sincerely,

******* *****
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: ****************************************************
Customer Answer
Date: 11/19/2023
[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,

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

Keep as New
Move
Delete
Spam
More

Fw: Amtrak Follow Up - Case *******
Aol/Sent

*****************************;
From:**************
To:****************************************************
Cc:*********************************************************
Bcc:***********************,*****************************

Fri, Nov 17 at 5:42 PM

"Dear **************:

Thank you for your response.
However, I need to bring to your attention the events that outlined in this writing are INCORRECT.

First of all I am a senior and a Certified Chaplain with a mobility issue. Secondly, no REFUNDS of any sort have been issued.
I find it very interesting that I am currently on the phone with an AMTRAK representative, identifying herself as only ******, who is stating an email from you was sent today at 2:23 P.M. all of which i find totally unacceptable of your AMTRAK Corporation. I am on the phone with your representative that I waited an hour to speak with to be told you sent me an email TODAY!

Our records indicate that you purchased a new reservation number ****** in the amount of $293.40 for the exact same travel dates. The outbound ticket was a value of $171.00 and the return ticket was a value of $122.40, totaling $293.40. This ticket needs to be fully refunded. It should have never been purchased in the first place. The train crew was not trying to keep me on the train.

I was given two options. purchase a new ticket or be de-boarded at 11:00 p.m. and stranded in the Providence Train Station. After the ticket was purchased and I was ALLOWED to remain on the train I received a phone call to my cell phone from Detective ***************************, AMTRAK POLICE that an error had in fact occurred and I would receive an IMMEDIATE refund once I notified Amtrak upon my arrival of said destination. When we contacted Amtrak, we were kept on the phone for hours with everyone making excuses as to why the monies could NOT be refunded, To date almost 1 year later there has been NO REFUND!

My next issue is where are theses refunds going as there are two different accounts. The **** account you are referencing was "CLOSED" by ******* * due to so called fraudulent activity. so where was the refund sent?  An automated credit in the amount of $32.40 was applied to the **** account., which account ?

I understand that you have spoken with Amtrak Police regarding the suspicious activity regarding your first reservation number. For all further concerns regarding suspicious activity, please contact the Amtrak ***************** by calling **************. We must respectfully decline further refund or compensation regarding this matter.
you need to know that I hand delivered a certified letter to AMTRAK POLICE about a 6 weeks ago because the letter I sent was returned to me as undeliverable.

I find all of this UNACCEPTABLE and should not have taken almost a year to resolve. Now you are asking me to wait another 10 business days almost a year later when it should be resolved immediately and without further due process. No one wants to accept full RESPONSIBILITY for an action caused and is only being addressed almost a year later does not make for good business practice.

I am appealing to you to resolve this matter in entirety expediently and not another 10 days from now after waiting almost a year.

Respectfully,

******** **********************************************"
Business Response
Date: 11/20/2023
The passenger responded with the following (below) and I replied with the following (below).
From: ********************************* <**************>
Sent: Friday, November 17, 2023 5:42 PM
To: ************************** <****************@amtrak.com>
Cc: ******************************** <*********************>;********************************* <**************>
Subject: Fw: Amtrak Follow Up - Case *******

ATTENTION:This email originated outside of Amtrak. Do not click on links or open attachments unless you recognize the sender and know the content is safe.

"Dear **************:

Thank you for your response.
However,I need to bring to your attention the events that outlined in this writing are INCORRECT.

First of all I am a senior and a Certified Chaplain with a mobility issue. Secondly, no REFUNDS of any sort have been issued.
I find it very interesting that I am currently on the phone with an AMTRAK representative, identifying herself as only ******, who is stating an email from you was sent today at 2:23 P.M. all of which i find totally unacceptable of your AMTRAK Corporation. I am on the phone with your representative that I waited an hour to speak with to be told you sent me an email TODAY!

Our records indicate that you purchased a new reservation number ****** in the amount of $293.40 for the exact same travel dates. The outbound ticket was a value of $171.00 and the return ticket was a value of $122.40, totaling $293.40. This ticket needs to be fully refunded. It should have never been purchased in the first place. The train crew was not trying to keep me on the train.

I was given two options. purchase a new ticket or be de-boarded at 11:00 p.m. and stranded in the Providence Train Station. After the ticket was purchased and I was ALLOWED to remain on the train I received a phone call to my cell phone from Detective ***************************, AMTRAK POLICE that an error had in fact occurred and I would receive an IMMEDIATE refund once I notified Amtrak upon my arrival of said destination. When we contacted Amtrak,we were kept on the phone for hours with everyone making excuses as to why the monies could NOT be refunded, To date almost 1 year later there has been NO REFUND!

My next issue is where are theses refunds going as there are two different accounts. The **** account you are referencing was "CLOSED" by ******* * due to so called fraudulent activity. so where was the refund sent?  An automated credit in the amount of $32.40 was applied to the **** account., which account ?

I understand that you have spoken with Amtrak Police regarding the suspicious activity regarding your first reservation number. For all further concerns regarding suspicious activity, please contact the Amtrak Police Department by calling **************. We must respectfully decline further refund or compensation regarding this matter.
you need to know that I hand delivered a certified letter to AMTRAK POLICE about a 6 weeks ago because the letter I sent was returned to me as undeliverable.

I find all of this UNACCEPTABLE and should not have taken almost a year to resolve. Now you are asking me to wait another 10 business days almost a year later when it should be resolved immediately and without further due process. No one wants to accept full RESPONSIBILITY for an action caused and is only being addressed almost a year later does not make for good business practice.

I am appealing to you to resolve this matter in entirety expediently and not another 10 days from now after waiting almost a year.

Respectfully,

******** **********************************************"
From: **************************
Sent: Monday, November 20, 2023 5:00 PM
To: ********************************* <**************>
Subject: RE: Amtrak Follow Up - Case *******

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

Thank you for your follow up correspondence.

Your first reservation number ****** that you purchased through a *** *** account was marked with suspicious activity. Again, I am sorry for the difficulties that this caused you and that you were required to purchase a new reservation. Any questions or concerns you have regarding this reservation including any refund inquiries, must be referred to the Amtrak Police Department by calling **************. While you can email or send them a letter, response times may vary and it is possible that letters could be delayed through standard mail. We are sorry if they have not responded to the letter you placed in the mail. Therefore, we recommend you call the Amtrak Police Department as your call should be answered immediately.

All refunds I mentioned in my previous email were provided to match the price of your original ticket and were returned to the original form of payment for reservation number ******. This is the second reservation that you purchased while aboard the train. If this **** account has been closed, please contact your financial institution to inform them of any refunds returned to the account. They will be able to discuss this matter and advise you how they could return the funds to you. Please understand that Amtrak is only able to authorize refunds to the original form of payment and any approved refunds may take up to 10 business days to appear back on your account. I understand your concerns regarding the length of time for it to appear on your account. Please understand that while the refund will be processed immediately on our end, it has to be reviewed and approved by your financial institution before it appears on your account. Processing times could vary between different financial institutions; therefore, we recommend to passengers that it may take up to 10 business days to reach your account.

After a thorough review of your case, we must respectfully decline to provide further refund or compensation regarding this matter. Any further inquiries or refund requests, please reach out to our Amtrak Police Department.

Once again, thank you for contacting us.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: ****************************************************
Business Response
Date: 11/27/2023
The passenger replied to my email. I was also contacted by the Amtrak Policer Office **. ********* had spoken to. After I reviewed this with our refunds department, we realize that a dispute had been filed with her bank. I have sent the following email asking her for her mailing address so we could consider refunding her the original ticket price. I have included her email and the email I sent to her below.
From: ********************************* <**************>
Sent: Monday, November 20, 2023 6:06 PM
To: ************************** <*****************@amtrak.com>
Subject: Re: Amtrak Follow Up - Case *******

ATTENTION: This email originated outside of Amtrak. Do not click on links or open attachments unless you recognize the sender and know the content is safe.

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

I have contacted SGT. *************************** @ AMTRAK POLICE.
He identified himself as a detective the night of the incident,. The ticket purchased for me to REMAIN on the train needs to be refunded and that account is not mine and is not closed. I have been more than gracious with you. PLEASE DO NOT FORCE ME TO CONTACT THE MEDIA.

*******************************
AKA ******************************

From: **************************
Sent: Monday, November 27, 2023 5:37 PM
To: ********************************* <**************>
Subject: RE: Amtrak Follow Up - Case *******

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

Thank you for your email.

Your first reservation number ****** was purchased on November 30, 2022 through a *** *** account in the amount of $154.80. Our records indicate that a dispute was filed with your bank 4 days prior to your travel, your reservation was flagged and you were notified to contact Amtrak about this matter before your travel began. I am sorry if you did not receive the message or if you were unable to contact us before your travel began. Due to the information on this reservation, we will only be able to refund the $154.80 in the form of a check. Therefore, please kindly reply to my email with your mailing address. It may take about 3 weeks to receive a check in the mail.

Due to the dispute that was filed with your bank, a new ticket was necessary to be purchased in order for you to continue travel. After reviewing your first email, I realize now that you mentioned another family member purchased you a new ticket on reservation number E35087 in the amount of $293.40 on December 18, 2022 while aboard our train. The 2 refunds I mentioned in my previous email were refunded to the original form of payment used to purchase reservation number ******. Our records indicate that a refund in the amount of $122.40 was processed on December 19, 2022 and an additional refund in the amount of $32.40 was processed on November 17, 2023. If another family member purchased your additional ticket, then those 2 refunds were processed to their account. Please contact them to ensure they received the refunds discussed. These 2 refunds were processed to ensure your additional ticket remained the same amount as the first ticket.

Once again, thank you for contacting us.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: ****************************************************
Business Response
Date: 11/28/2023
I have received the following response back from Ms. ***************. The following response was sent to Ms. ***********************.

From:
Sent: Tuesday, November 28, 2023 12:05 AM
To: ************************** <*****************@amtrak.com>
Cc: ********************
Subject: RE: Amtrak Follow Up - Case *******

ATTENTION: This email originated outside of Amtrak. Do not click on links or open attachments unless you recognize the sender and know the content is safe.

ck

"Dear *************:
   Thank you for your response. We are not done. I have forwarded your response to the family member, ******************************** who has not received the refund owed. Your stating a partial refund. tickets are not purchased with partial payments. You are a sorry excuse of a professional business manager.
In response to your letter which is grossly inaccurate I will address the following. I have a 35 year history with my financial institution.
Your first reservation number ****** was purchased on November 30, 2022 through a *** *** account in the amount of $154.80.
Yes! this ticket was purchased through *** *** which is attached to my checking account. This is not a crime and was done for my protection.

Our records indicate that a dispute was filed with your bank 4 days "prior" to your travel, your reservation was flagged and you were notified to contact Amtrak about this matter before your travel began.

This statement is untrue. I was not notified prior to travel. If so why was I initially told my ticket was ok,twice. I will contact my financial institution. For whatever reason you are trying to AVOID responsibility of refunding the rest of the monies is not right.    I am sorry if you did not receive the message or if you were unable to contact us before your travel began. YOU ARE NOT SORRY, YOUR COMPANY'S RESPONSIBILITY.
Due to the information on this reservation, we will only be able to refund the $154.80 in the form of a check. Therefore, please kindly reply to my email with your mailing address. It may take about 3 weeks to receive a check in the mail. This should have occurred immediately. Now you want to charge the higher priced ticket instead of refunding the correct monies. Detective/Sergeant *************************** has my mailing address on the certified letter that was delivered to the Amtrak Police by myself, after ***************** post office returned the letter saying the AMTRAK Police were not at **************************************************** which is also a lie. You all need to stop lying so much. I will add the mailing address again, here. P.O.BOX ***,*********, ** I DO NOT HAVE ALIASES SO YOU MAY REMIT IN ANY OF THE FOLLOWING NAMES THAT HAVE BEEN ADDRESSED. If the remaining refund is not remitted in the 3 weeks you have requested, we will go viral with your threads in addition to considering further actions as have been advised.

Thank you for responding.
*********************************
**********************************************
******** **************************
******************************
*************************
*******
THEY ARE ALL LEGAL NAMES.SELECT WHICH EVER ONE YOU WOULD LIKE TO USE."
New
Move
Delete
Spam
More
From: **************************
Sent: Tuesday, November 28, 2023 11:01 AM
To: ********************************* <**************>
Subject: RE: Amtrak Follow Up - Case *******

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

Thank you for your email.

As promised, a check has been authorized in the amount of $154.80. Please allow about 3 weeks to receive the check.

I have confirmed with our refunds department that the 2 refunds did clear to ****** account. If ***** has not received the refunds, please let her know to contact her bank. She can provide the following information to her bank to help them locate the funds. Our records indicate that a refund in the amount of $122.40 was processed on December 19, 2022 (The funding date was December 21, 2022 and the Reference Number is ***********************) and an additional refund in the amount of $32.40 was processed on November 17, 2023 (The funding date was November 20, 2023 and the Reference Number is ***********************).

Once again, thank you for writing.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: ****************************************************
Business Response
Date: 12/01/2023
I have received the following 2 emails from ********************************** I provided my response to ********************************* below.
From: ********************************* <**************>
Sent: Wednesday, November 29, 2023 2:21 AM
To: ************************** <*************@amtrak.com>
Subject: Fw: Re:

ATTENTION: This email originated outside of Amtrak. Do not click on links or open attachments unless you recognize the sender and know the content is safe.

Dear **************:
************************* is due a REFUND of $171. 00.
Thank you.
Sent from *** on *******

----- Forwarded Message -----
From: "********************************" <*********************>
To: "*********************************" <**************>
Cc:
Sent: Tue, Nov 28, 2023 at 11:03 PM
Subject: Re:
Hello,*******,

I have not received anything more than the $122 that was refunded the day that the incident happened while we spoke to the customer service representative on the phone.

From: ********************************* <**************>
Sent: Wednesday, November 29, 2023 9:41 PM
To: ************************** <****************************************************>
Subject: Financial Institution

ATTENTION: This email originated outside of Amtrak. Do not click on links or open attachments unless you recognize the sender and know the content is safe.

Dear **************:
Once again, YOU have LIED.
I just spoke with ****************** from
********* Savings Bank. I have been their customer for 35+ years.
He shows that AMTRAK RECEIVED PAYMENT OF $ 154. 80 on December 2nd, 2022 from my ****** account which is directly attached to my checking account
and there was NO FRAUD. For AMTRAK'S unethical and unfair practice, in addition
to putting my SAFETY in jeopardy makes this a different ISSUE.
I have been more than fair with your foolishness and you leave me no other choice than legal recourse.

Respectfully,
******** *************************
******************************

Sent from *** on *******
From: **************************
Sent: Friday, December 1, 2023 3:27 PM
To: ********************************* <**************>
Subject: RE: Financial Institution

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

Thank you for your email.

I apologize for any misunderstanding you may have received from the previous information I have provided to you. In regard to the refund of $154.80,this amount is being issued as a paper check and is being mailed to your address. Please understand that this amount is unable to be refunded to the original form of payment, since a dispute was filed with your bank. It will take about 3 weeks to receive the check in the mail. This paper check represents a full refund of your original ticket on reservation number ******.

In regard to ************-******* payment, she has received a refund in the amount of $122.40 and an additional refund in the amount of $32.40. She has confirmed in her last email that she did receive a refund of the $122.40, but it appears that she has not noticed the refund of $32.40. Please kindly advise her to check her bank statement to see if this has appeared on her account and if she does not see it on her account, then she needs to contact her bank to inform them of this refund in the amount of $32.40 which was processed on November 17, 2023. Our records indicate that the balance on this reservation number ****** is $138.60, which represents the cost for the second purchase of your ticket, which you have traveled on. After thoroughly reviewing your concerns, we must respectfully decline to offer further refund or compensation in regard to this matter.

Once again, thank you for contacting us.

Sincerely,

*************************
Customer Relations Specialist
Amtrak | Office Of Customer Relations | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: ****************************************************
Initial Complaint
Date:11/01/2023
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.
I open a amtrak guest reward credit card and during the time I open it there was a promotion for 40000 point. I received 20000 points only. I have talked to several agents and get no where.
Business Response
Date: 11/29/2023
************** attached a photo showing that there was two different types of *********** to accept, either the Amtrak Guest Rewards Preferred ********** (which offered 40,000 bonus points after meeting certain conditions)or the Amtrak Guest Rewards ********** (which offered 20,000 bonus points after meeting certain conditions).

***** ******** Bank of ***** (****) confirmed that she selected the card that offered 20,000 bonus points on April 18, 2023. ************** received the 20,000 bonus points and the $100 statement credit that she was promised upon meeting certain conditions. **** contacted her on November 28, 2023 and she was left a detailed message regarding this information.

We believe this matter has been resolved.
Business Response
Date: 12/11/2023
**************attached a photo showing that there was two different types of *********** to accept, either the Amtrak Guest Rewards Preferred ********** (which offered 40,000 bonus points after meeting certain conditions) or the Amtrak Guest Rewards ********** (which offered 20,000 bonus points after meeting certain conditions).

***** ******** Bank of ***** (****) confirmed that she selected the card that offered 20,000 bonus points on April 18, 2023. *** ***** received the 20,000 bonus points and the $100 statement credit that she was promised upon meeting certain conditions. **** contacted her on November 28, 2023 and she was left a detailed message regarding this information.

We believe this matter has been resolved.
Initial Complaint
Date:10/26/2023
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.
Re: Reservation # ******. I was meant to take the 10.51am train from Rhinecliff to NYC. I was on time at the station, but the train was indefinitely delayed, and we were told by the train guy that it was because of a mudslide on the tracks and would not be running. At approximately 10:53 I cancelled my reservation because the trains were not running. However I was charged a $13.25 fee for the cancellation. I want this portion back. I tried to reach Amtrak, that day about this issue, but though I was on hold for a long time, was then told customer relations was closed and to call Monday. Monday I waited half an hour--in the midst of my very busy workday with patients--and was transferred to customer relations. No one picked **. In the past, I've emailed and waited 4 months for a reply, which is simply unacceptable. Please issue me a refund for the cancellation fee. I already lost out on tickets to a concert I couldn't attend because of the track issue, which took two full days to be resolved.
Business Response
Date: 11/09/2023
From: ****************************
Sent: Thursday, November 9, 2023 9:20 AM
To: ************************************
Subject: Amtrak Response

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

Thank you for your feedback.

We are disappointed that you experienced a cancellation while scheduled to travel with us recently. We have reviewed your request and, as an exception, we will authorize a refund in the amount of $13.25. We are unable to refund the **** account used for purchase. If you would kindly reply with your mailing address, it will help us to process your refund by check.

Once again, thank you for writing.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *****************************************

Case #: ********

Business Response
Date: 11/09/2023
From: ****************************
Sent: Thursday, November 9, 2023 9:54 AM
To: ************************* <************************>
Subject: RE: Amtrak Response

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

Thank you for responding.

I have authorized a Transportation Voucher in the amount of $13.25.? An email confirmation has been sent to this email address: ***************************** includes the Transportation Voucher numbers,amount, expiration date and additional redemption information.

The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices.? The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable.?

Once again, thank you, we look forward to the privilege of serving you in the future.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *****************************************

From: ************************* <************************>
Sent: Thursday, November 9, 2023 9:36 AM
To: **************************** <************************************************>
Subject: Re: Amtrak Response

ATTENTION: This email originated outside of Amtrak. Do not click on links or open attachments unless you recognize the sender and know the content is safe.

Why don't you just send a voucher for the amount to my account with you. My member # is **********.
Thanks
***********;
Sent from my ******

On Nov 9, 2023, at 9:27 AM, **************************** <************************************************>wrote:

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

Thank you for your feedback.

We are disappointed that you experienced a cancellation while scheduled to travel with us recently. We have reviewed your request and, as an exception, we will authorize a refund in the amount of $13.25. We are unable to refund the **** account used for purchase. If you would kindly reply with your mailing address, it will help us to process your refund by check.

Once again, thank you for writing.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *****************************************

<*********png>

Case #: ********

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Amtrak is NOT a BBB Accredited Business.