Business Profile

Railroad

Amtrak

Headquarters

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Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:10/22/2023
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.
Hello, I am writing because I had a train cancellation on Amtrak and had to purchase a flight and transportation to the airport after Amtrak canceled my train. An Amtrak representative basically told me that you’re on your own and we’re not providing onward transportation to your final destination in Canada no less. Amtrak responded and offered a $250 travel voucher but no money back. I wouldn’t have even wrote this if it wasn’t a large sum of money, but how can you expect someone to come out of pocket for over $1000.00 and tell them we’re sorry there’s nothing we can do for you, strand you in another country and expect the company to make it up with a travel voucher. I have attached all my communions with Amtrak along with my receipts for travel.
Business Response
Date: 10/30/2023
From: ******, *******
Sent: Monday, October 30, 2023 9:27 AM
To: **********************
Subject: Amtrak Response

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

Thank you for your recent correspondence.

Let me apologize on Amtrak's behalf for the cancellation that you experienced when you traveled with us. We certainly understand the frustration this caused you. In spite of our best efforts, delays, and cancellations due to operational factors are an unwelcome but unavoidable part of the transportation business. Please accept our most sincere apologies for your inconvenience.

As much as we regret the inconvenience to you, Amtrak does not provide compensation of expenses incurred with other service providers. In addition, we do not assume liability for the plans and commitments of our passengers. After an additional review of your case, we must respectfully decline your compensation request for the expenses you incurred.

The Transportation Voucher of $250.00 previously issued was intended as a token of our apologies and an incentive to travel again. It will remain on file. We hope we might have the privilege of serving you in the future.

Once again, thank you for your correspondence.

Sincerely,

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

From: ******************************
Sent: Friday, September 8, 2023 8:42 AM
To: **********************
Subject: Amtrak Response Case #: *******

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

Thank you for your recent correspondence.

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

As information, Amtrak does not authorize monetary reimbursement of expenses incurred with other service providers, 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.

According to our records, a monetary refund of reservation ****** has been issued in the amount of $318. 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 $250. 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.

Again, thank you for writing.

******************************
******** Relations Specialist
********************** | *************************************************************************************
Email: ******************************************************
Initial Complaint
Date:10/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 10 I purchased a round trip ticket from NY Penn to Albany. When purchasing the ticket I was offered travel insurance for an additional $9 through a third party vendor, which ensured the ability to cancel/change the trip. This was intentional given plans were subject to change. Today, October 14, I went to cancel my trip and was charged a $16 fee via Amtrak. I contacted the travel insurance who said I needed to deal directly with Amtrak. Amtrak told me to deal with the insurance vendor. There was no clear communication at the time of purchase that a $16 fee would be incurred, on top of the $9 insurance fee. I would like to be refunded the additional $16.
Business Response
Date: 11/09/2023
From: ****************************
Sent: Thursday, November 9, 2023 9:38 AM
To: ************************ <**********************>
Subject: Amtrak Response

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

Thank you for your feedback.

Amtrak is committed to providing our passengers with the most choices and flexibility when making reservations with us, which is why we offer a variety of fares based on our customers unique travel needs. We have confirmed that the policy applied to the cancellation of reservation #0D97C was correct. For a complete overview of our refund policy, please visit ****************************************************************.

We have reviewed your request and, as an exception,we have authorized a refund in the amount of $16.00 to the **** account used for purchase. This procedure has been performed electronically, and no paper credit receipt was generated. Depending on your banks procedures, please allow at least two weeks before this adjustment appears on your account.

Once again, thank you for your feedback. We hope to have 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: *****************************************

Case #: *******

Business Response
Date: 11/09/2023
From: ****************************
Sent: Thursday, November 9, 2023 10:34 AM
To: ******************* <**********************>
Subject: RE: Amtrak Response

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

Thank you for responding.

We appreciate your taking the time to share your concerns with us. Our goal is to provide our customers with a safe, clean, and comfortable environment on our trains and at our stations. We are disappointed to learn that we let you down.Feedback from our customers is important to us and plays a significant role in our decisions about how we offer our services.

We would like to win back your confidence and support. ? Therefore, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $25.00. We hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket. An email confirmation has been sent to this email address: ********************** which includes the Transportation Voucher number, amount, expiration date and additional redemption information. It is being held electronically and can be redeemed by calling 1-800-USA-RAIL, and at station ticket offices.

We hope to have the privilege of serving you in the future under better circumstances.

Sincerely,

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

From: ******************* <**********************>
Sent: Thursday, November 9, 2023 9:44 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.

Hi *******,

Thank you for the refund. It seems as though there are some holes in the policy. For example, it says a trip must be canceled 14 days in advance for a refund; however, many people purchase tickets within the 14 days leading up to a trip. The suggestion to purchase travel insurance is misleading in what it covers.

While I have you,as a years-long Amtrak rider, it seems as though in recent years train ticket prices have risen and service has become subpar. The trains are not up to standard in terms of cleanliness. Trains are much more crowded. It's very disappointing as Amtrak used to be a first choice option for travel for me and now I avoid it as much as possible.

Thank you again,
***

On Thu, Nov 9, 2023 at 9:38?AM **************************** <************************************************>wrote:
Dear ****************:

Thank you for your feedback.

Amtrak is committed to providing our passengers with the most choices and flexibility when making reservations with us, which is why we offer a variety of fares based on our customers unique travel needs. We have confirmed that the policy applied to the cancellation of reservation #0D97C was correct. For a complete overview of our refund policy, please visit ****************************************************************.

We have reviewed your request and, as an exception, we have authorized a refund in the amount of $16.00 to the **** account used for purchase. This procedure has been performed electronically, and no paper credit receipt was generated. Depending on your banks procedures, please allow at least two weeks before this adjustment appears on your account.

Once again, thank you for your feedback. We hope to have 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: *****************************************

Case #: *******
Initial Complaint
Date:10/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Sept. 11th, I purchased a ticket to Albuquerque, NM. I got sick and asked for a refund. They said they would need a doctor's note to give me a refund. They said they do not give money back. I paid $399 and they won't give it back.
Business Response
Date: 11/07/2023
From: ****************************
Sent: Tuesday, November 7, 2023 2:03 PM
To: *************************
Subject: Amtrak Response

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

Thank you for your feedback.

Amtrak is committed to providing our passengers with the most choices and flexibility when making reservations with us, which is why we offer a variety of fares based on our customers unique travel needs. The Saver fares you purchased are nonrefundable, it requires cancellation prior to travel to be eligible for an eVoucher. For a complete overview of our refund policy, please visit ****************************************************************.

As previously advised by our ******** ******************** on 10/13/23, if you are appealing for an exception due to hardship, you must submit the appropriate proof of hardship for consideration. Kindly respond to this email with documentation that supports your inability to travel for my consideration.

Once again, thank you for your feedback.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *****************************************
Case #: *******
Customer Answer
Date: 11/10/2023
What is going on??? Why does Amtrak have a right to stealfromme
Initial Complaint
Date:10/12/2023
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.
On 10/2 I boarded a train from Chicago to Memphis. I was given a seat assignment before boarding. But when I found the seat I found someone else has occupied it. I ask him to show his seat assignment. He was assigned to a different seat. I asked him to move to his seat but he refused. I tried to find conductor but found the door was locked. There was no phone or call button in the car I could contact to conductor. After 5-10 minutes I finally found an unoccupied seat to sit down. Another 10 minutes passed and a conductor came to check everyone's ticket. I complained to him about this situation. He replied the assigned seat means nothing when you enter the car. I found Amtrak's seating policy is confusing to customers. If they assign the seat to customer and want customer to sit in assigned seat, they should enforce the rule. If it is open seat policy and customer could sit wherever they want, they should say that clearly and not assign a seat. What they are doing currently is confusing to passengers and cause a lot of stress and frustrations for customers.
Business Response
Date: 11/02/2023
From: ****************************
Sent: Thursday, November 2, 2023 10:25 AM
To: ******************* <*****************>
Subject: Amtrak Response

Dear **** **:

Thank you for your feedback.

We appreciate your taking the time to share your concerns with us. Feedback from our customers is important to us and plays a significant role in our decisions about how we offer our services. Your feedback has been shared with the responsible management for further review and any corrective action.

Our goal is to provide our customers with a safe, clean, and comfortable environment on our trains and at our stations. We were sorry to learn that your trip was spoiled by the conduct of a fellow traveler. We apologize that our staff did not communicate effectively or remedy this issue expediently.

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, as a courtesy, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $25.00.

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.? An email confirmation has been sent to this email address: ***************** which includes the Transportation Voucher number, amount, expiration date and additional redemption information. ?We hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of future travel.?

Once again, thank you for your feedback. We look forward to seeing you on board.

Sincerely,

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

Case #: ********
Customer Answer
Date: 11/02/2023
[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:10/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/24/23 I purchased 3 round trip tickets from Amtrak from Oceanside to Ventura in the amount of $196.50. 2o minutes into the trip the train broke down. I was instructed by the conductor that we were free to leave and seek another form of transport and get a full refund from Amtrak customer service. After taking a rideshare in the amount of $60 back to our car and being significantly late to our event-- I sought recompense from Amtrak customer service. I was issued a $98.50 transportation credit via email and no futher way to contact the organization. Their 1-800-USA-RAIL customer service line does not allow any discussion of refunds. My case ID#********
Business Response
Date: 10/12/2023
DRT,
From: ****************************
Sent: Thursday, October 12, 2023 10:33 AM
To: *********************
Subject: Amtrak Response

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

Thank you for writing.

We are disappointed that you experienced a service disruption while traveling with us. We apologize for the inconvenience and frustration this caused you. In spite of our best efforts, delays due to mechanical difficulties or operational factors are an unwelcome but unavoidable part of the transportation business.

We regret that you are not satisfied with our resolution. The Transportation Voucher previously issued was intended as a token of our apologies and an incentive to travel again. After an additional review of your case, we believe the compensation that was offered to you is adequate and will remain on file. We must respectfully decline your request for reimbursement of your completed return travel. Your understanding is appreciated.

In addition to the Transportation Voucher, I've authorized a partial refund of $98.25 to be applied to the **************** account by which the original tickets were purchased. This procedure has been performed electronically, and no paper credit receipt was generated. Depending on your banks procedures, please allow at least two weeks before this adjustment appears on your account.

We hope to have 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: *****************************************

Case #: 06541725
Initial Complaint
Date:10/09/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I registered for a promotion to obtain Select Status by taking 6 one-way trips between July 24 and September 10 with a minimum spend of $25 per one-way segment. My final trip was not counted due to what an agent confirmed was a mistake in Amtrak's system. I called on September 19 to resolve the issue and was told it was being investigated. I called back on October 9 for an update. The agent told me that I had only taken three qualifying trips and that one of them was for $11 so I was not eligible for the promotion. I told her this was incorrect. She told me she was right and that she had my information right in front of her. Her tone was rude and dismissive. When I asked her to confirm which trips she was referring to she put me on hold again. When she came back, she told me that the issue was being investigated. When I asked for a timeline or contact information to follow up, I was told that there was no timeline and no one I could speak to. Both phone calls lasted over an hour and the time between the first phone call and the second phone call was 14 business days. When I asked to make a complaint I was transferred to a guest services representative who, after 20 minutes and some confusion about the mute button he didn't mute himself when he stepped away and muted himself when he returned gave me a timeline of 3 business days.An exhausting and dispiriting slog through long hold times, multiple transfers, inaccurate information, and rude customer service.
Business Response
Date: 10/13/2023
DRT,
We spoke with ************ today, our agent explained that her account was previously escalated to Amtrak Operations by Amtrak Guest Rewards. They are working to have her account reflect the qualifying trips and to have her tier status reflect the promotion she met. We advised there is not a timeline for resolution, however the tier year does not start until March of 2024. The customer was previously unaware of the effective date and will continue to keep an eye on her account.
Customer Answer
Date: 10/19/2023
Better Business Bureau:
Amtrak's response states that "the tier year does not start until March of 2024," however they have upgraded my status on the account as of October 18, 2023. This is still later than the promotion's "7 days" after the eligible trips were completed on September 9 and I lost the points bonus for one round-trip. However, I would have lost [many more] were the status not updated until March 2024.
Amtrak's response also indicates that I "was previously unaware of the effective date." That is correct. Nowhere in the offer itself, or in the details of its terms and conditions does it state that the effective date is March 2024.
However, they did update my status as requested and that resolution in reference to complaint ID ******** is satisfactory to me.
Regards,
***************************
Initial Complaint
Date:10/06/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Friday Sep. 15 I was supposed to take a train to Salem OR from Portland OR and I was on time at the station and when I went to go to the train the person who was there helping everyone board knew I was going to salem and they told me in what train to get so I did. As we departed I noticed it started moving north and I know I’m going south so I got up and told an attendant and they said the train was going to Seattle. Then they told me to get off the train at the Vancouver station and that later a train would get there and then go south and then from Portland I would take a Bus to salem getting there at 11:00 pm. I called the 1-800 number and a person called ******’s assisted me who she said is located in San Francisco and she was very rude in telling me I did wrong by getting in the wrong train and that next time I had to pay more attention. I DIDNT DO ANYTHING WRONG! It’s you guys mistake! -The attendant told me to go into the wrong train -I can’t get to my destination on time -I now have to sit 2 hrs in another station -I won’t be having a train since I choose a train because it’s faster but instead I’ll have to get into a bus -I will be extremely late to my destination -****** from San Francisco shouldn’t try to make me feel bad for you guys mistake -I could be home I haven’t even had any food and not I have to wait 2 hrs -NOW IM SITTING IN THE TRAIN STATION BY MYSELF AND HUNGRY AND NOW WITH ALL THE LIGHTS OFF 7:45 pm. I want a full refund for the inconvenience this caused me! I wish I can take an Uber and just get to where I need to and you guys reimburse me but I know you guys would probably won’t do that! I am so mad and upset of having to deal with this when all I wanted is to get a quick train and go to where I need to! This ruin my day!!! I need you guys to make this right and investigate who was the person who gave me wrong directions and why ****** from SF is treating me like I did something wrong! I hope I hear from you guys as soon as possible!
Business Response
Date: 10/31/2023
From: ****************************
Sent: Tuesday, October 31, 2023 1:55 PM
To: *************************
Subject: Amtrak Response

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

Thank you for your feedback.

We are working diligently to improve the services we offer to our customers and hope that many will share your interest in train travel. We appreciate your taking the time to share your concerns and have entered your feedback into our customer database. I am forwarding your comments to the managers responsible for our Union Station, in Portland Oregon, for their further review and corrective action.

We sincerely regret that you boarded the incorrect train. We can certainly understand the inconvenience and frustration this caused you. We work hard to provide the best possible service to our valued customers, and it is distressing to read that we let you down. We apologize most sincerely for the unacceptable service you reported. We expect every Amtrak employee to treat our customers with courtesy and respect, and to perform their duties in a professional manner.

We understand that you are not satisfied with our resolution. The Transportation Voucher previously issued was intended as a token of our apologies and an incentive to travel again. As a courtesy, upon creation of this correspondence, I've authorized a refund of $14.00 to be applied to the **** account by which the original tickets were purchased. This procedure has been performed electronically, and no paper credit receipt was generated. Depending on your banks procedures, please allow at least two weeks before this adjustment appears on your account.

Once again, thank you for your feedback.

Sincerely,

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

Case #: ********
Customer Answer
Date: 11/02/2023
[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:10/05/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased tickets to ride on Amtrak from Maricopa, AZ to New Orleans, LA. The trip to New Orleans went fine. Reservation Number: ****** The trip from New Orleans back to Maricopa was horrible. First, on the New Orleans to San Antonio leg of the trip, I purchased a roomette for over $400. However, the roomette had no working air conditioning. It was burning up hot in the roomette and was so hot that we couldn't stay in it or sleep. I spoke to the train attendant but was told that there was nothing that could be done because there were no other areas to move us to. From the San Antonio to Maricopa leg of the trip, we stayed in coach. During our time there, the Amtrak cafe attendant kept providing one alcoholic drink after another to a passenger sitting two rows in front of us. After he had five or six drinks and was clearly intoxicated, he started threatening me and and husband calling us "faggots," "queers," "punks" and other horrible derogatory names. He also started threatening to harm us and he started threatening other passengers. This conduct was reported and this passenger was removed from the train at the El Paso AMTRAK station by local police. But for more than two hours me and my husband had to endure threats of violence and vicious name calling from this passenger who had been allowed to become drunk by AMTRAK employees. I tried contacting AMTRAK about this issue. I called multiple times and tried to use their "text" service but each time I would have to wait hours before being connected to an agent and then two different time the call was disconnected. Horrible customer service trying to get this issue resolved. I am simple requesting my entire train ticket purchase price for me and my partner be refunded for this horrible trip we took.
Business Response
Date: 10/19/2023
Please see the response below that was sent to *************
From: **************************
Sent: Thursday, October 19, 2023 5:46 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 hear about the climate issues in your room. We have concentrated our efforts on expediting repairs to equipment, rails and rights of way. Our progress thus far includes major overhauls of sleepers, coaches, locomotives, and track. We are committed to bringing our equipment and services to the level of comfort that you have come to expect, and will continue to work toward this goal. All of this notwithstanding, the fact remains that we let you down, and we again apologize. Your email has been forwarded to the appropriate manager for review.

It is also disappointing to learn that your trip was spoiled by the conduct of a fellow passenger. Our service crew members are instructed to tactfully avoid selling alcoholic beverages to those passengers who appear to be intoxicated and the Conductor is responsible for maintaining smooth operation of the train. At the discretion of the Conductor, passengers may be removed from the train with the assistance of Amtrak Police or the local police when warranted. We are sorry to learn about your recent experience with us and can certainly understand the frustration that resulted from the other passenger’s behavior. Please accept our apologies for the discomfort and inconvenience that this has caused you. Your concerns have been forwarded to the responsible management for review.

In the event you need to reach out to us for an emergency, please contact our Amtrak Police Department at 1-************. You can also text the Amtrak Police Department at ***** or *****. This will take you directly to the Amtrak Police Department.

After a full review of your case, I must respectfully decline to provide a refund in the amount you have requested. However, out of consideration, I have authorized a partial refund as a one-time courtesy. This partial refund represents the cost of your accommodation fare. Therefore, an automated credit in the amount of $303.00 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.

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 $200.00. 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: [email protected]. 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 contacting us. 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: *************@amtrak.com
Customer Answer
Date: 10/20/2023
[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:09/28/2023
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.
I purchased three tickets for the Amtrak train and then I cancelled due to being sick with covid. I was issued eVouchers for the full amount paid, which was $348.00. I did not know that they would expire in a year, nor was I notified that they were expiring. I tried to plan a trip and I was told that they just expired on 8/31/23. I was calling to make reservations on 9/25/23. I tried to speak to a manager or supervisor and was told no one could help me. I tried calling again on 9/27/23 and was told the same thing. One month after and they weren't even willing to listen to me. My budget is really tight these days and I CANNOT afford to lose my money. I would just like to get the eVouchers so I can plan my trip. Order information follows.******************* - Reservation Number - ****** Passengers ******************* eVoucher ********** Issued 08/31/22 $116.00Total eVoucher Dollar Value $116.00 Change Summary - Original Amount Paid $116.00 ************************* - Reservation Number - ****** Passengers *************************, ******************* eVoucher ********** Issued 08/31/22 $232.00Total eVoucher Dollar Value $232.00 Change Summary - Original Amount Paid $232.00 Thanks in advance for your time and consideration. I look forward to hearing from you soon.Regards,*******************
Business Response
Date: 10/24/2023
DRT,
Please review the response sent to our customer.
From: ****************************
Sent: Tuesday, October 24, 2023 2:13 PM
To: *************************
Subject: Amtrak Response

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

Thank you for your recent correspondence.

I was sorry to read about your inability to travel using your eVouchers before their expiration date. As a courtesy, I am issuing Transportation Vouchers which will expire in one year. The Transportation Vouchers are 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.?

An email confirmation has been sent to the following email address: ****************************** includes the Transportation Voucher numbers, amounts, expiration date and additional redemption information. ?

TRN-VOU#:**********
Total Amount: $232.00
Issued: 24OCT23
Expires:22OCT24
Name: *****/************;
Email: *************************

TRN-VOU#:**********
Total Amount: $116.00
Issued: 24OCT23
Expires:22OCT24
Name: *****/*************;
Email: *************************

Thank you for writing. 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: *****************************************

Case #:********/********
Customer Answer
Date: 10/24/2023
The company has reached out to me and will allow me to use the evouchers within the next 12 months. Thank you for all your assistance in resolving this matter. Have a blessed day.
*******************;
Initial Complaint
Date:09/27/2023
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.
In October of 2022 I checked at Large Black ********* **** suitcase containing clothing items, shoe, cpap supplies and toiletries . In order to use checked baggage storage ******************* in Philadelphia, PA you must have a valid Amtrak Reservation. Which I did and Amtrak supply you with a baggage claim ticket stub. However the Amtrak Ticket Stub and Baggage Claim ticket were in my wallet and my wallet was stolen. There I could not claim the suitcase. I tried to reach out to Amtrak thru email. and I did indented items in the suitcase. However Amtrak was not willing to help me locate the suitcase. Also on April 29, 2023 I checked a backpack. On Monday May 01, 2023 my wallet was stolen again with the Amtrak Train Ticket and baggage claim stub. 29th and Market St. I have tried to file a police report with the ************ Police Department and they would not let me. I retuned on Saturday May 13, 2023 and spoken to a Gentleman by the **** at the checked baggage countered. I gave the Gentleman a description of the bag and items in as well as a paid Pa Driver License . In the bag was prescription medication. Which one of the medication ******** is classified as a life sustaining medication for a protected medical condition. **** stated to me the bag was not checked in. Which I know it was. I know am personally not liked by some Amtrak executives and two practically female who work in the offices at Amtrak. Possibly on the 2nd floor. They are also Nurse at either **********************Hospital or **** Medicine in Philadelphia. These to particular Nurse like to spread rumors about me and my medical conditions with is protected under Federal Law by HIPPA
Business Response
Date: 10/05/2023
DRT,

Customers holding tickets for Amtrak travel with a valid photo ID may store their items in Parcel Check when available for $10 per item for 24 hours. In case of a lost ticket, a valid photo ID is required to claim a checked item. In the situation that the photo ID was stolen, we require proof, a police report is acceptable documentation. Unclaimed items are stored for 45 days before they are disposed of.
Customer Answer
Date: 10/08/2023
[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:
On May 13, 2023 when I went to Amtrak I provided the Gentlemen named **** with a valid Pa Driver license.
I stated this in the initial complaint.
Please see a copy of the driver's license. I gave the **** at the counter
Regards,

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

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