Complaints

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

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• 

  Amtrak

  1 Massachusetts Ave NW Office Of Customer Relations Washington, DC 20001-1401

• 

  Amtrak

  60 Massachusetts Ave NE Washington, DC 20002-4285

• 

  Amtrak

  1 Raymond Plaza West Newark, NJ 07102

• 

  Amtrak

  400 S West St Raleigh, NC 27601

• 

  National Railroad Passenger

  255 S. Canal St. Chicago, IL 60612

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

• Initial Complaint

  Date:09/22/2023

  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.

  In the past few months I’ve purchased at least five or six tickets and every time I click that I want to have rewards added not once I received an email that my rewards have been accumulating and what is the point of the checkbox for the rewards if this is, doesn’t work my last ticket I purchased two days ago, but unfortunately I couldn’t use it i decided to drive due to some family issues . I went online and wanted to cancel it and the website had a glitch and every time I clicked on cancel it kept saying it’s cancelling and it wasnt working and it was hanging. I thought it was my area I moved and it still wasn’t working. I think their website was down then I try it again and it said it’s too late to cancel but I tried right before the train.. But I tried with them they allowed time to cancel. ******, ******, ****** And sept 10th san diego - los angeles but i cant find a receipt. All of the above were used but i have no confirmation they were added as points. ****** tried to return to get a refund.

  Business Response

  Date: 10/06/2023

  DRT,

  We were unable to reach ************** by phone, please see the attached email.

  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:
  is this a joke????  ican not your file pdf attached to this email.

  it is a lie someone called me. i dont have any single missed call or vm.s from them, and i did receive an email that i responded back immediately .they were asking again for the reservation number even though i provided loud and clear the res number in my initial complain but i emailed back again the res number, and never heard back

  the pdf file amtrak sent to me in this reply is not opening and or corrupted. why can not they answer in plain text??????

  that is why i had all those issues because their system is flimsy and full of idiotic bugs.

  Regards,

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

  Business Response

  Date: 10/12/2023

  DRT,

  Below is a copy of our response to the consumer.

  From: *****************************

  To: ******************
  Cc: ******************
  
  Dear *************************,
  
  Thank you for your reply. It was not coming directly back to me, I apologize for the delay in response.
  
  I have copied the original correspondence we have received from you below. I was not made aware of reservation ******. I have looked into the reservation and found it was still available for a refund to be processed. The refund was issued in the amount of $38.00 back to the ********** ending in ****. It should reflect on your financial statement in 3-7 business days.
  
  I would still suggest contacting Amtrak Guest Rewards. This department can assist with the account concerns. They can be reached by calling ************** and are available from 8:00 AM until 8:00 PM EST 7 days a week.
  
  Original email received:
  
  n the past few months I’ve purchased at least five or six tickets and every time I click that I want to have rewards added not once I received an email that my rewards have been accumulating and what is the point of the checkbox for the rewards if this is, doesn’t work my last ticket I purchased two days ago, but unfortunately I couldn’t use it i decided to drive due to some family issues . I went online and wanted to cancel it and the website had a glitch and every time I clicked on cancel it kept saying it’s cancelling and it wasnt working and it was hanging. I thought it was my area I moved and it still wasn’t working. I think their website was down then I try it again and it said it’s too late to cancel but I tried right before the train.. But I tried with them they allowed time to cancel. ******, ******, ****** And sept 10th san diego - los angeles but i cant find a receipt. All of the above were used but i have no confirmation they were added as points. B8B8FD tried to return to get a refund.
  
  I than you again for contacting Amtrak and hope this information is helpful.
  
  Sincerely,
  ****************
  
  Amtrak Center of Excellence

  Case ID: *******

• Initial Complaint

  Date:09/22/2023

  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.

  Amtrak has refused to refund me for a trip I never took. Unfortunately, unforseen circumstances arise and it is referred to as "life". I could understand it better if I would be able to use the unused ticket to a different destination within one year, however, according to Amtrak that is forbidden.I will never ever utilize their services, they are nothing but greedy hound dogs that are allowed to rip you off. I did not take the trip! Give me my money back!

  Business Response

  Date: 09/27/2023

  DRT:
  
  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 ************** purchased were nonrefundable, it required cancellation prior to travel to be eligible for an eVoucher. If not canceled before the scheduled departure, the entire amount is forfeited and cannot be applied toward future travel. Confirmation of cancelation is confirmed by an email, which includes a statement of any applicable eVoucher.
  
  ************** may appeal for an exception due to hardship; she must submit the appropriate proof of hardship for consideration. Kindly respond to this email with documentation that supports the inability to travel for consideration.
  
  We have confirmed that the policy applied to the cancellation of reservation #B8AF7E was done so correctly. For a complete overview of our refund policy, please visit ****************************************************************.
  
  Sincerely,
  
  Case #: *******

  Customer Answer

  Date: 10/05/2023

  I don't have to provide anything except an unused ticket. When reservation was made by me, it obviously was a trip that I was pretty confident I would make. As I stated in my complaint, things happen beyond my control and I was not able to take the trip. So enjoy your greed and trust me, I will never ever have any contact with Amtrak as long as I live!

• Initial Complaint

  Date:09/14/2023

  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.

  I have written in 5 times via the Amtrak customer service online form and no one has ever gotten back to me. Ever. I have called more times than I remember a few times per year over the last 4 YEARS.When I have contacted customer service via phone, there is either a 45-minute or longer hold time and when I have waited so long, the call drops. And with a callback I always get disconnected. I have yet to reach a live person to update my last name. And no one has ever replied via email though it clearly states a customer service rep. will contact me. With the virtual assistant it says I have to call, but again, I literally have never been able to reach a live human being in the last 4 years to get help.This company does not care one bit about customer service probably because they monopolize cross country train service so they dont have to.

  Business Response

  Date: 09/21/2023

  DRT,

  After several unsuccessful attempts to reach the consumer by telephone we left a detailed voice message and followed up with the attached email.

   

  Customer Answer

  Date: 09/30/2023

  Company lied about making multiple attempts to contact me and me not responding. They only responded to me, after about 7 attempts to reach someone there, after I had contacted the BBB. They finally sent me an email with instructions on what they needed to update my name, to which I responded same business day with the required documentation. The next day, I received one call and the person left a voicemail message stating I needed to send in the documentation, so they clearly hadnt read or seen my email. In the voicemail message. the person said they would send me a follow up email, which they did, and I also responded to that, stating I had sent in the documentation the previous day, and forwarded that email with the attachment to that second email address. They didnt respond to either of my emails. I went into my Amtrak account a week later and saw that my name was updated finally, but they never let me know they resolved the issue. I checked my Spam/junk folder, and no communications were there. No surprise that they are trying to indicate that I was the problem. I was responsive, they were not. 

• Initial Complaint

  Date:09/13/2023

  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.

  Hello. It has been few months and many attempts to contact Amtrak to maintain and clean the track property behind my property. Me and the neighbors had enough with Amtrak neglecting the property which is full of trash and was not cleaned for months if not years. This is an urgent matter that need to be address ASAP. The track at **** ** and ******** *** in Philadelphia.

  Business Response

  Date: 09/27/2023

  DRT,
  
  We spoke to ************** and apologized for the condition of the track having a negative impact on their residential community. I advised ************************* that we informed the Chief Deputy Engineer, and they are aware this is a problem area because of trash being dumped illegally over the bridge. Amtrak conducted a major clean up last year but the dumping has continued.  We advised him if the engineer provides me with any further information, we will email him directly.

  Business Response

  Date: 10/03/2023

  DRT,

  I am resending this information previously emailed to you on 9/25/23.

  We spoke to ************************* and apologized for the condition of the track having a negative impact on his residential community. We advised that our  Chief Deputy Engineer i aware, this is a problem area because of trash being illegally dumped from over the bridge. We had a major clean up initiative in 2022.  We will continue to work towards a resolution for this unfortunate social issue. 

• Initial Complaint

  Date:09/11/2023

  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.

  Dear Amtrak Administration, I hope this message finds you well. I am writing to express my deep concern and frustration regarding a recent experience my wife and I had while traveling on Train #**** from Sanford, FL, to Lorton, VA, on September 9, 2023. Upon booking our tickets, my wife requested accommodations on the lower level (handicapped car) due to my husband's physical limitations. However, the Amtrak ticket agent subjected my wife to multiple challenges and inquiries about my husband's handicaps, demanding verification repeatedly. This prolonged and uncomfortable interaction left us both feeling disheartened. Upon boarding the train car, we were surprised to observe five individuals, including three adults and two children, who did not appear to require any physical handicap accommodations. One of which was streaming most of the night and prevented us both from being able to get a good night's sleep This raised questions about the fairness and consistency of allocating such seats. To further complicate matters, during the journey, my wife overheard the passenger mention that she was a former Amtrak employee, which raised concerns about her impartiality and adherence to Amtrak's policies. We have been loyal Amtrak passengers for over eighteen years and have never encountered a situation requiring formal documentation and complaint submission. However, this experience has left us no choice but to escalate this matter to various parties within Amtrak, the Better Business Bureau (BBB), and other relevant agencies to ensure it is formally reviewed and addressed. In light of the inconveniences and distress caused by this incident, my wife and I request a full refund of the 350.00 for our trip from Sanford, FL, to Lorton, VA. We believe this is a reasonable course of action to promptly rectify this unfortunate situation.************************ )*************

  Business Response

  Date: 09/25/2023

  DRT,

  Our Customer Relations agent spoke to *****************. His main concern was passengers in lower level not being disabled (a baby was crying in lower level and a retired Amtrak employee was in lower level). He was under the impression lower level was only for passengers with a disability. We explained anyone can choose to travel in lower level, there are designated seats within lower level for someone traveling with a mobility impairment, however you do not have to have a disability to travel lower level.  Although, he felt this was not true based on his 18 years of traveling and never seeing a child in lower level. We assured him anyone can travel lower level. He also mentioned concerns with the restrooms being dirty and wanted a full refund for this trip based on the restroom and passengers without disabilities being allowed to sit in lower level.  We apologized and advised we would be able to issue a Transportation Voucher in the amount of $50.00 for future travel based on the dirty restrooms. He accepted our resolution. 

  Business Response

  Date: 10/03/2023

  DRT,

  We are resending our resolution previously submitted to you on 9/25/23

  Our Customer Relations agent spoke to ****************. His main concern was passengers in lower level not being disabled (a baby was crying in lower level and a retired Amtrak employee was in lower level). He was under the impression lower level was only for passengers with a disability. We explained anyone can choose to travel in lower level, there are designated seats within lower level for someone traveling with a mobility impairment, however you do not have to have a disability to travel lower level.  Although, he felt this was not true based on his 18 years of traveling and never seeing a child in lower level. We assured him anyone can travel lower level. He also mentioned concerns with the restrooms being dirty and wanted a full refund for this trip based on the restroom and passengers without disabilities being allowed to sit in lower level.  We apologized and advised we would be able to issue a Transportation Voucher in the amount of $50.00 for future travel based on the dirty restrooms. He accepted our resolution. 

• Initial Complaint

  Date:09/06/2023

  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 have tried to get in contact with Customer Relations but have been unsuccessful in getting on the phone with a representative. I spent over an hour on hold the last two days. I wanted to speak with someone about a refund for an unexpected exchange ticket purchase and kept being directed to the Customer Relations line. While traveling from Maryland to NYC, we arrived at the station and saw our train on the board. The status indicated a delayed arrival. Given that we aren't very familiar with the Amtrak system, we went to the help desk to get more information. We asked someone at the desk if they could let us know the estimated time of arrival for the train. They stated they couldn't provide an accurate time but to listen for announcements. After waiting several minutes without hearing an announcement, we went back to the desk and noticed that the train was no longer on the board. When we inquired, we were informed we had just missed the train. No audible announcement was made. After looking into it further, the train appeared to arrive at 12:18pm. We went up to the desk at 12:20pm. We were then instructed to get new tickets for the next train. The attendant that processed our exchange tickets provided no other alternatives and dryly informed us of the $500 ticket difference required for payment. My family and I (a party of 5 including a senior passenger) had no choice but to pay it in order to get back to the city. Customer service aside, while I can understand that this may be a standard procedure for missed train ticket replacement, I feel like there was a failure in the chain of communication here that resulted in us bearing the brunt of a financial hardship to get back home. Now I have to wait hours in order to connect with someone to reiterate this story to in hopes that it will be resolved.

  Business Response

  Date: 09/21/2023

  DRT,

  We called ************** today and advised her we have given her case another look.  We issued a partial refund of $267.05, and also transferred the $200.00 Transportation Voucher previously issued to ********************* into her name.  The passenger was satisfied with our resolution.

• Initial Complaint

  Date:08/28/2023

  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.

  3 day trip on AMTRAK from Omaha to Reno Nevada rented a sleeper car with a restroom and shower $2300 one way for my wife and I, early day 2, the toilet would not flush contacted our train car steward. said all the bathrooms on the sleeper had backed up and were not working that we would need to use the public restrooms on the next car over so we travelled with the smell of urine and feces. ********** ******, train car *** sleeper, room *. extremely unhealthy, and by the time we arrived in RENO, our toilet was 1/2 full of smell, liquid, and feces. trying to sleep with all that in the air. returning home and reading travel comments from previous travellers, this has been a 3-4 year problem, issue. unable to shower, etc. totally disgusting, and Amtrak has been told over the past 3 years, and nothing is being repaired.

  Customer Answer

  Date: 09/07/2023

  This complaint is based on the fact that conditions on the AMTRAK train sleeping cars is unfit for human occupation with exposure to feces and urine, is a complaint that has been given to AMTRAK for several years thru travel advisory comments from other AMTRAK sleeping cars experiences.  How does the health agencies allow this to continue?  its disgusting and I would gladly take my $2300 expense back,  but more importantly is that AMTRAK be held accountable for this reoccurring issue and health concern.

  Business Response

  Date: 09/12/2023

  DRT,

  Today, our Customer Relation's agent spoke with ********************, she extended our sincerest apologies for the horrible travel conditions, and their disappointment. In addition she authorized a refund of  $1,939.00 to the ****** account used for purchase. Their feedback was documented and shared with the appropriate management for corrective action.

  Customer Answer

  Date: 10/01/2023

  Amtrak contacted us and we agreed to disagree about our health concerns of the sleeper cars.  They offered a credit for future use and I turned that down. She later offered a partial refund which I accepted.  But, more important is the health issues from feces and urine from plugged up sewer system that travel advisors complaints continue to support my concerns.  We consider our complaint closed.  Thank you 

• Initial Complaint

  Date:08/25/2023

  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 am writing to follow up on customer relations case #******** regarding Amtrak tickets on 7/27/23 and 7/30 using a credit card ending in x** Upon arriving early at ************* in DC on 7/27/23 for reservation round-trip xxxxxx ($38) the train was delayed according to the screen stating train arrival and departure times. At no point did the screen switch to "boarding," the train schedule simply disappeared from the screen. As (the customer) is hard of hearing, there was no way for him to be aware of his boarding time other than the screen so his train was missed. He was able to purchase a one way ticket for the next train leaving DC to Charlottesville (xxxxxx $76) and arrived without incident. On returning from Charlottesville to DC on 7/30 another ticket (xxxxxx $43) had to be purchased as the original return ticket was canceled when he missed his train leaving DC. On the morning of 7/31/23 we received an email with a voucher for $22 for the canceled return ticket. I spoke with a customer relations representative on 7/30/23 and requested a voucher for the price difference between the tickets ($84). She said she would need to speak with Union Station about the matter before issuing the voucher for price difference. At this time we have not received a voucher to compensate for the added cost or any communication regarding the status of the case. Follow up by email or phone at (xxx) xxx-xxxx would be greatly appreciated. Sent above email on 8/7/23. Emailed to follow up on 8/9/23 as well as 8/18/23. As of 8/25/23 there has been no response from Amtrak nor voucher received for the cost difference.

  Customer Answer

  Date: 09/08/2023

  Attached is an email I received on 9/7 from **** with Amtrak customer service as well as my response on 9/8. I have advised them that I do not consider the issue remedied and have an open case with the BBB.   

  Business Response

  Date: 09/11/2023

  I am writing to follow up on customer relations case #***-**** regarding **** ******'s Amtrak tickets on 7/27/23 and 7/30 using a credit card ending in xxx. Upon arriving early at Union
  Station in DC on 7/27/23 for reservation round-trip ****** ($38) the train was delayed according to the screen stating train arrival and departure times. At no point did the screen
  switch to "boarding," the train schedule simply disappeared from the screen. As **** is hard of hearing, there was no way for him to be aware of his boarding time other than the screen so his train was missed. He was able to purchase a one way ticket for the next train leaving DC to Charlottesville (****** $76) and arrived without incident. On returning from Charlottesville to DC on 7/30 another ticket (******* $43) had to be purchased as the original return ticket was canceled when he missed his train leaving DC. On the morning of 7/31/23 we received an email with a voucher for $22 for the canceled return ticket. I spoke with a customer relations representative on 7/30/23 and requested a voucher for the price difference between the tickets ($84). She said she would need to speak with Union Station about the matter before issuing the voucher for price difference. At this time we have not received a voucher to compensate for the added cost or any communication regarding the status of the case. Follow up by email or phone at (xxx) xxx-xxxx would be greatly appreciated.
  Sent above email on 8/7/23. Emailed to follow up on 8/9/23 as well as 8/18/23. As of 8/25/23 there has been no response from Amtrak nor voucher received for the cost difference.

  Customer Answer

  Date: 09/12/2023

  [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 it does not address the concerns I documented and listed in my complaint. Though I appreciate the $23 voucher, and noted that in my original complaint as well as in the follow-up email with an Amtrak customer service agent and additional documentation submitted to the BBB, I am requesting the full difference between the original tickets and the second set that had to be purchase due to an Amtrak error. If you review my case documents you will find the price difference is $84. To remedy this issue I respectfully request a second voucher for $61 alongside the $23 voucher I have already received. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 09/22/2023

  DRT,

  I've give the case a fresh look and have issued an additional Transportation Voucher in the amount of $84. Please see the attachment.

  Customer Answer

  Date: 10/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:08/23/2023

  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.

  Amtrak Reservation Number: ****** I endured emotional distress due to being stranded on an Amtrak Train in the middle of nowhere in the evening for several hours. On March 3rd, I was a passenger on Train **, heading from Washington, D.C. to New York City. The train was only a few miles from Washington, D.C. and then suddenly shut off. Passengers were given conflicting information. At one point, we were told that we would be heading back to D.C instead of moving forward with our trip and later, we were told that we would be picked up by another train. Four hours later, the same amount of time that it would have taken for me to reach my destination, I along with other passengers were able to transfer to another train. A trip that typically takes about 3-4 hours on an Amtrak train took a total of 8 hours. Following the incident, Amtrak sent me an email apologizing for the incident and promised to provide a travel voucher for the inconvenience. After reviewing my records, I discovered that the travel voucher/ refund for the trip and inconvenience was never provided. I have reached out to Customer Service via phone and email as well as waited for hours to be connected with the Customer Relations team and I have not received any support with this matter

  Business Response

  Date: 09/07/2023

  DRT,

  On March 7, 2023, we issued the passenger a Transportation Voucher for $165 along with an email apology, please see attachments.

  On September 1, 2023, we responded by email to the passenger's inquiry regarding her redemption of the Transportation Voucher towards the purchase of new reservations, please see attached.
  

• Initial Complaint

  Date:08/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m contacting because we have 2 reservations. We had reservations for our trip home for Saturday August 6th from Albany NY To Denver Colorado. We received multiple calls and emails stating that our train was cancelled due to a freight derailment. Because of this they said we wouldn't get a train until Monday August 7th leaving Albany. With that said that is an extra 3 days we had to pay for hotels that we cannot afford. We were told to email customer relations to get funded or reimbursed for the 2 hotels and other costs occurred. I have done so and have not received any response at all from the customer relations team. This is very inconvenient and expensive adding days to our trips with hotel costs, more dog boarding days and food costs.

  Business Response

  Date: 09/08/2023

  DRT,
  
  Please see the following email resolution sent to the consumer.

  From: ****************************

  Sent: Friday, September 8, 2023 8:48 AM
  To: *********************
  Subject: Amtrak Response
  
  Dear ********************:
  
  Thank you for your 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 derailments 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, in this situation 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. Therefore, we must respectfully decline your compensation request for the expenses you incurred.
  
  In light of the situation, and as a courtesy, I have authorized a partial refund in the amount of $100.00 per reservation. The total of $200.00 will be credited to the original form of payment. These transactions were performed electronically, no paper credit slip was generated. It should appear on your statement electronically within 7 to 10 business days. Please accept our most sincere apologies for your inconvenience.
  
  Once again, thank you for writing.
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  
  Case #:*******/********