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:08/11/2023
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.
*** ******* *****, Chief Executive Officer Amtrak For Urgent Resolution Dear *** ***** & Amtrak Senior Management: I hope that this email finds you well and healthy during these continued challenging times. I am writing this communication this afternoon regarding a notably regrettable & distressing experience several previous days this week — with your Reservations staff, on attempting to book an Amtrak reservation from Los Angeles to New York with myself and Service Dog, and speaking to multiple representatives, trying to ascertain the most accurate information regarding my previously intended upcoming reservation with my ADA-compliant Service Dog. Please be advised that this already notably challenging matter was exacerbated when I was again advised by your Amtrak representative & management, ******** -- on a recorded call -- that I would not be able to complete a reservation with Amtrak, without presenting documentation or paperwork for my Service Dog on check-in, or otherwise paying Amtrak’s Pet Fees without said paperwork. I was then further advised previously in the week on other calls by your on-site staff, that regardless of my ADA Service Dog in fact being a trained ADA Service Animal, I would indeed be required to present paperwork and identifying documents for my Service Dog as well — regardless of her status as a Service Animal (which was also confirmed with Amtrak management after a lengthy hold in our call). Please note that I did seek clarification on this matter several times, during which I was again advised of this information on multiple calls after consulting on-staff management. This matter remains extremely time urgent, and civil action and media engagement is pending should this matter continue to go unresolved. Thank you kindly for your immediate response.
Business Response
Date: 09/01/2023
DRT,
Please see our resolution emailed to ******************** on 8/16/2023.
On Aug 11, 2023, at 1:09 PM,******************************** <************************************************>wrote:

Dear *****************************,

Thank you for your patience, while I worked on getting a resolution for you.
We appreciate you taking the time to bring your concerns regarding your recent Amtrak experience to our attention. We firmly believe that rail travel is for everyone, and we strive to do everything we can to accommodate the individual needs of our passengers. Furthermore, Amtrak works in accordance with the Americans with Disabilities Act to ensure that our service is available to this important and valued portion of our ridership. We truly regret that we did not meet your expectations in this circumstance.
We understand the importance of good customer service and we are disappointed by your description of your interaction with our employee. We fully recognize the information you were provided regarding paperwork for your service animal is inaccurate and is not in line with ADA guidelines surrounding service animals. At Amtrak we take reports of employee misconduct seriously. In every situation where the conduct of an Amtrak employee is involved, the information is forwarded to the responsible manager for review and corrective action.
As information, service animals are animals that are trained to perform a specific task for the benefit of a person with a disability and are permitted in all areas where passengers are allowed. Amtrak personnel may ask what task(s) the service animal performs. To clarify, comfort or emotional support animals which are animals not trained to perform a specific task, but which provide emotional and mental support by their presence are not considered service animals but are welcome if they meet our onboard pet policy guidelines. Additional information on traveling with service animals can be found online here.
While we certainly understand and appreciate your request for your out-of-pocket flight expenses to be reimbursed, we must respectfully deny this request. However, 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, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $300.00. 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.

Please accept our most sincere 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.

Once again, thank you for contacting us.

Thank you,

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

Case ID: ********
Customer Answer
Date: 09/14/2023
[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:

This is a grossly negligent response and resolution and I demand immediate contact by Amtrak's abhorrent legal counsel, whom has opted to ignore my calls and emails.
Regards,

*****************************
Initial Complaint
Date:08/10/2023
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.
We purchased tickets with a roomette; dinner service included. July 30, 2023, upon check-in we were advised by the reservation agent as well as the lounge attendant that we would be served dinner. Once seated in our car the announcer stated the kitchen would open at 6pm; dinner service proceeding. If this were true we would have had time to conclude our meal prior to de-boarding. ****, a chief attendant refused service stating that the kitchen would not open until later than announced. He was unhelpful and rude. Understanding our trip was short, he could have offered an alternative accommodation such as a comped salad or dessert (as we had not had a meal all day and my husband is a retired, disabled military veteran). He offered nothing and was dismissive -- immediately upon seeing our race. As we walked through the car to purchase a snack, **** was seen laying in the dinning area, at a booth with feet up, with a smug look on his face after daring us to call 1800-USA-RAIL to complain to them. Mortified, we did call the #. The automated wait time was announced to be 15 min. However, we were on hold for 1 hr & 12 min. The responding agent spent all of 2 minutes on the phone with me before telling me to call customer care, for which she provided no #, and she hung up; addressing no concerns. The “survey” after the call was also a joke. The numbers they prompt you to press are disabled. There’s clearly a reason for the BBB “F” rating of Amtrak LA. The service was disgraceful and Amtrak should be ashamed.
Business Response
Date: 09/06/2023
DRT,
Today we had the pleasure of speaking with ******************** and apologizing for her travel experience. After the call we sent the following email.
From: Amtrak Customer Support
To: *****************

Dear *************************,

Thank you for taking my call today. I would like to again express my condolences to you and your family.

Amtrak welcomes feedback from customers, as it helps us to focus our efforts to improve service. We hope that you will accept our sincere apologies for the behavior of our employee, *********

At Amtrak, we recognize that customer service is critical to the Corporation's success as a transportation carrier. We expect every Amtrak employee to treat our customers with courtesy and respect and to perform their duties in a professional manner. We are sorry that your experience was different.

You can rest assured that information has been shared with the responsible managers 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, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $100.00.

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.

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.

Once again, thank you for contacting us.

Sincerely,
****************
Amtrak Center of Excellence

Case ID: ********
Customer Answer
Date: 09/08/2023
We are not satisfied with the offer of a $100 voucher. In our BBB complaint, we requested a refund, which may be applied to the original
method of payment. The unacceptable behavior and service exhibited by your employee, ****, was only one aspect of our complaint. If in fact
dinner service was not included in the price of the roomette upgrade, false advertising and deceptive business practice is also at issue.
Please consider this. As it stands we are not satisfied and do not consider the matter resolved.
Business Response
Date: 09/12/2023
DRT,
Our resolution is available for your review.
From: ****************************
Sent: Tuesday, September 12, 2023 8:52 AM
To: *****************
Subject: Amtrak Response

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

Thank you for the response.

We are working hard to improve the level of service we provide to our valued customers, and it is distressing to read that we let you down on several occasions. A copy of your complaint was forwarded to the appropriate management so that this matter can be reviewed, and corrective action taken.

We regret that we were not able to resolve this case to your satisfaction. The Transportation Voucher issued in the amount of $100 when you spoke with Customer Relations was intended as a token of our apologies and an incentive to travel again. We believe it was a fair offer, it will remain on file.

After an additional review of your case, in addition to the Transportation Voucher I have authorized a partial refund of $100.00 to be applied to the **** account by which the original ticket was purchased. This procedure has been performed electronically, and no paper credit receipt was generated. Depending on your bank’s procedures, please allow at least two weeks before this adjustment appears on your account.

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 #: ********
Customer Answer
Date: 09/12/2023
We did not accept or agree to a voucher. Additionally, I did not speak to Customer Relations at any length, except to request communications via email, as we were dealing with a family death at the time of her call. The Customer Relations Agent took it upon herself to issue a voucher which was not requested or desired. Our experience was not good and a voucher for future travel is not a satisfactory resolution in our opinion.

In our complaint we requested, and still expect, a full refund. The partial refund is not the amount paid for the ticket or sufficient compensation for the terrible experience we endured. We have been subjected to discrimination, false advertising, and deceptive business practices as a result of choosing Amtrak. This is not okay and we do not, at this point, consider the matter resolved.
Customer Answer
Date: 09/13/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: The Customer Relations Agent took it upon herself to issue a voucher which was not requested or desired. Our experience was not good and a voucher for future travel is not a satisfactory resolution.

In the complaint we requested, and still expect, a full refund. I thank you for the partial refund but this is not the amount paid for the ticket or sufficient compensation for the terrible experience we endured. We have been subjected to discrimination, false advertising, and deceptive business practices as a result of choosing Amtrak. This is not okay and we do not, at this point, consider the matter resolved.

Regards,

*******************
Initial Complaint
Date:08/09/2023
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 purchased a ticket for 8/7/2023 from Newark, NJ to Harrisburg, PA. The train was #***. After having to turn back due to electrical issues and debris on the tracks, I ended up stranded when the train got cancelled. I have been trying to get in touch with Amtrak's customer service about a refund but they are impossible to get in touch with and never call me back. I paid for a train ride that got cancelled. I deserve a refund.
Business Response
Date: 08/28/2023
DRT,
Attached is our resolution emailed to the consumer.
From: ****************************
Sent: Monday, August 28, 2023 5:30 PM
To: ***********************
Subject: Amtrak Response

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

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

Your experience does not represent a typical Amtrak journey. Because we value your patronage and in addition to our sincere apologies, I have requested that a full refund in the amount of $67.00 be credited to the ****** account used for purchase. Depending on your banks procedures, please allow at least two weeks before this adjustment appears on your account.

As a courtesy, 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. ?

Once again, thank you for writing. We hope to have the privilege of serving you in the future.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
********************** |*************************************************************************************
Email: *****************************************

Case #: *******
Customer Answer
Date: 09/11/2023
[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:08/08/2023
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 about my horrendous trip experience with Amtrak starting on June 28-July 11. On July 1, I had a scheduled segment from New Orleans to Birmingham. This was a fairly long ride, and instead of doing it via train, the segment was done on an Amtrak bus. The bus was not very comfortable, as I have long legs, and it was not the experience that I paid for. In addition, prior to boarding the bus, I attempted to call the Amtrak customer service line to find out more info about the change of plans. The agents were not informed and seemed to know nothing about the change. On July 2, I had a scheduled segment from Birmingham to Charlotte. I received a notification that people would be bussed to ATL and from ATL go to Charlotte. This was a huge inconvenience because the train didn’t leave from ATL until almost 11pm at night while people had to figure out meals and what to do for a 6 hr layover. Again, I also had to ride the uncomfortable bus for 3 hrs, which is niot the experience that I paid for. I also want to add that you could hear the driver complaining on the phone the whole time and complaining about how exhausted he was. Not good to hear when you are a passenger. On July 5, I had a segment from Charlotte to Greensboro. To my dismay, I look up and see black mold forming around the ac units. This is a terrible health hazard and completely unacceptable to expose customers to this. Photos are attached. On July 10, I received notice that my July 11 segment from NYC to Albany was canceled. As per customer service. There were no more available trains out of NYC to Albany until July 14. That was the final straw for me, as I did not want to be stranded and had obligations at home. Thus, I had to pay an unexpected 154 for a flight home. Please refund me 350 for issues on 5 of my segments and paying for a flight that I shouldn’t have had to take to get home. Staff have been unhelpful thus far in getting resolution. Ideally, I would like a full refund.
Business Response
Date: 08/28/2023
DRT,
Please see our response to ***********************
From: ****************************
Sent: Monday, August 28, 2023 10:50 AM
To: *******************
Subject: Amtrak Response

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

Thank you for your correspondence.

We are disappointed that you experienced cancellations while scheduled to travel with us. 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.

Amtrak provides compensation on case-by-case basis. In this situation, Amtrak does not reimburse the expenses passengers might incur, nor do we assume liability for the plans and commitments of our passengers. Therefore, I must respectfully decline your request for compensation for your incurred expenses.

We regret that you are not satisfied with our resolution, we believe the partial refund previously authorized when we spoke is adequate. On August 16, 2023, an automated credit in the amount of $200.00 was submitted to the **** account by which the Rail Pass was purchased. This procedure was performed electronically, and no paper credit receipt was generated. We must respectfully decline your request for an additional reimbursement of your completed travel.

In addition to our sincere apologies, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $100.00. 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. ?

Once again, thank you for writing. We hope to have the privilege of serving you again in the future under better circumstances.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
********************** |*************************************************************************************
Email: *****************************************

Case #: ********
Customer Answer
Date: 09/11/2023
[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:08/08/2023
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 got tickets for the Acela train from Philadelphia to Newark. Given the importance of this trip to me, I arrived more than half and hour early and was closely monitoring the train schedule display for gate announcements. However, the WRONG gate was displayed in the terminal in Philadelphia and no other announcements were made throughout. I went to the WRONG gate that was displayed. Since there was no way for me to make this train, I ended up missing it, along with all the other Acela passengers in Philadelphia. The next available train was a slower regional train several hours away. As a result, I missed the event that was the purpose of my travel. This is unacceptable and I would like a full refund.
Business Response
Date: 08/28/2023
DRT,
Please see our response and previous resolution to the consumer.
From: ****************************
Sent: Monday, August 28, 2023 5:05 PM
To: ****************
Subject: Amtrak Response

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

Thank you for your feedback.

We are disappointed to learn of the incorrect track information that you reported. Please accept our most sincere apologies for the inconvenience this error has caused you. Even though such instances as you report are comparatively rare, they are always disappointing. A copy of your complaint was previously sent to the appropriate management for investigation and corrective action.

While we do not guarantee on-time performance, we make every attempt to deliver our passengers in a timely manner. We are sorry that this was not your experience. Please accept our sincere apologies for the inconvenience your late arrival has caused you. While we are sympathetic to your frustration, we must respectfully decline your request for reimbursement of your completed travel and any additional expenses you incurred. Your understanding is appreciated.

The Transportation Voucher previously issued for $124.00 on August 8, 2023, was intended as a token of our apologies and an incentive to travel again. We hope you will accept our apology for your disappointment and give us another opportunity to serve you using the Transportation Voucher previously issued. We believe it was a fair offer. It will remain on file.

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 your correspondence.

Sincerely,

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

Case #: ********
Initial Complaint
Date:08/04/2023
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 tried to use my points to purchase a roundtrip fare. Because I was short the required number, Amtrak's assistant/website steered me to purchase 5,000 more points. I did this to bring my total balance up from 11,096 to 16,096 total points. The trip cost was < 15,000 points. However, despite this encouragement to top off my points from Amtrak and enjoy other so-called "select" higher-tiered benefits it was for nought. My receipt shows my total points as > 16,000 but the "system" didn't update and won't allow me to purchase these tickets with points! I contacted the 800 number given to try to resolve this problem and the CSR told me it too bad for me because "amtrak rewards" is closed! CSR Pamela sent me to a survey in which I gave her a negative rating. All of my recent Amtrak trips have involved inordinate delays and rude treatment plus misinformation from Amtrak CSRs. I want a refund for these useless points and I will no longer use Amtrak for my NYP-BOS trips (or any others going forward). The cost of this 5,000 point purchase was $188.50.
Business Response
Date: 08/25/2023
DRT,
We attempted 3 unsuccessful phone calls to **************** before sending the following email.
********
Message Date                   8/25/2023 3:49 PM
Last Modified By               *****************************, 8/25/2023 3:49 PM
Created By *****************************, 8/25/2023 3:38 PM
From [email protected]
From Name                        Amtrak Customer Support
To *****************************
Subject Travel Feedback [#********] [ ref:***********************:ref ]
Dear ***************************,
Thank you for your contact. I am sorry I was not able to reach you on the phone today.
I am sorry to read of the difficulties you experienced during your booking. When purchasing points, it can take up to 72 hours for the points to reflect in your account. During this time the fare can also change based upon availability. Based on the problems you have reported, I have contacted Amtrak Guest Rewards to see if your refund request can be processed.
It has been relayed to me that the refund request can be made by us here at Amtrak, however it is ultimately up to the company you purchased your points through to approve or deny the request. We have requested the amount you were charged be refunded and as soon as we hear back from Points, I will be in direct contact with you.
I am in office Monday through Friday, from 8:00 AM until 4:30 PM EST. I check my email periodically throughout the day, please reply directly to this email if you have any further questions or concerns. As previously stated, I will be in contact with you once we hear back from Points.
Once again, thank you for contacting Amtrak.
Sincerely,
******
Amtrak Center of Excellence
Business Response
Date: 09/05/2023
DRT,
We have confirmation from Points and they have refunded **************** $188.50. He was emailed and advised the refund was processed and the 5,000 points will be deducted from his account. He has not responded to our initial email or answered any of our calls.
Customer Answer
Date: 09/11/2023
[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. Please note that I did not receive an email notice of reimbursement and the phone calls that were made by Amtrak did not provide for call back. I received voice messages promising further attempts to reach me that were unsuccessful, but I had no way to return a call at my convenience because no return phone number was provided.

Regards,

***************************
Initial Complaint
Date:08/02/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reservation ******: I bought 6 lower lever coach seats and was given upper level for round trip. Train #* was supposed to leave at 3:30am. The first alert I received that the train was going to be late was at 4:09am, 29 minutes after the scheduled departure time. My son and his fiance were traveling with us, and he owns a business and could not take a chance of missing a scheduled workday. They had to fly back one way from Salt Lake City to Columbus. Their tickets were $957. Our train was late the entire trip from Salt Lake to Chicago. It never made-up time although the alerts and the conductors would frequently make false promises of making of lost time. Even running hours behind the crew continued with smoke breaks making the trip further behind. When the train arrived in Salt Lake City hours late the crew was doing things that could have been done during the delay. When we arrived in Denver, we had to add a train car. It took three attempts to hook up to the car. One of the employees was upset and said it has never taken three tries to do this. Another time we were close to a stop and were told that the engine was having problems and had an additional delay. Additionally, we had a passenger not in his assigned seat in front of us that was causing problems for others and coughed and hacked all night long not allowing us to sleep. The train in general was filthy and smelled. The observation car was a mess (photos available) I had to miss a day of work due to the late train costing $352. Our train arrived in Toledo around 3:30am when it was supposed to arrive at 11:39pm. I then had to drive 2 hours home and would not have had sleep to work. The delayed train #* cost me and my family an additional $1,309 just for the plane tickets and day off work. A cash reimbursement of $502.40 (half of round-trip fare) is a reasonable solution.
Business Response
Date: 08/23/2023
DRT,
Please see our following response to *********************
From: ****************************
Sent: Wednesday, August 23, 2023 12:26 PM
To: *******************
Subject: Amtrak Response

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

Thank you for your recent feedback.

Our goal is to provide our customers with a safe, clean, and comfortable environment on our trains and at our stations. We strive to provide excellent customer service and to keep our customers informed and well taken care of even in the event of a service disruption or delay. We truly regret that this was not your experience.

In spite of our best efforts, routine delays due to operational factors are an unwelcome but unavoidable part of the transportation business. While we do not guarantee on-time performance we make every effort to deliver our passengers to their destinations safely and in a timely manner. We do not assume liability for the plans and commitments of our passengers. Please accept our apologies for your family's inconvenience.

Amtrak offers compensation on a case-by-case basis. We have reviewed your concerns and must respectfully decline your reimbursement request for your completed travel. Your understanding is appreciated.

Because we value your patronage, we 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 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 numbers, 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 your next tickets.?

Once again, thank you for writing. We hope to have the privilege of serving you in the future.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
********************** |*************************************************************************************
Email: *****************************************

Case #: ********
Business Response
Date: 09/11/2023
DRT,
Please review the following resolution sent to the consumer.
From: ****************************
Sent: Wednesday, August 23, 2023 12:26 PM
To: *******************
Subject: Amtrak Response

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

Thank you for your recent feedback.

Our goal is to provide our customers with a safe, clean, and comfortable environment on our trains and at our stations. We strive to provide excellent customer service and to keep our customers informed and well taken care of even in the event of a service disruption or delay. We truly regret that this was not your experience.

In spite of our best efforts, routine delays due to operational factors are an unwelcome but unavoidable part of the transportation business. While we do not guarantee on-time performance we make every effort to deliver our passengers to their destinations safely and in a timely manner. We do not assume liability for the plans and commitments of our passengers. Please accept our apologies for your family's inconvenience.

Amtrak offers compensation on a case-by-case basis. We have reviewed your concerns and must respectfully decline your reimbursement request for your completed travel. Your understanding is appreciated.

Because we value your patronage, we 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 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 numbers, 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 your next tickets.?

Once again, thank you for writing. We hope to have the privilege of serving you in the future.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
********************** |*************************************************************************************
Email: *****************************************

Case #: ********
Customer Answer
Date: 09/12/2023
[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:07/31/2023
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.
On Thursday I had a plan already laid out where I was ride to my home town of delmar. New york with my father ******. ****** to see my grandmother his mom **** who just turned 100 We going out to lunch before They were going over with me so I could train *** to poughkeepise But no I could not because you Amtrak canceled ***. And there no way for me to get to train *** It was 3.5 drive. From burlington vermont to my home town so I had to spend the 95.00 to take the ***** ***** train from burlington to Poughkeepsie that train sucked the cars were jerking so bad I was getting sick. Speeding up slowing and not mention the coughing. The sneezing. The hack people just over all being gross. I now have covid. Becuase of it The orginal reservation was ******
Business Response
Date: 08/23/2023
DRT,
Please see our response sent to *****************
From: ****************************
Sent: Wednesday, August 23, 2023 2:29 PM
To: ********************
Subject: Amtrak Response

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

Let me apologize on Amtrak's behalf for the cancellation of service that you experienced when scheduled to travel with us. We certainly understand the frustration this caused you. In spite of our best efforts, service disruptions are an unwelcome but unavoidable part of the transportation business.

Your experience does not represent a typical Amtrak journey. Because we value your patronage and in addition to our sincere apologies, I have requested that a refund in the amount of $46.00 to be credited to the ********** account used for purchase. Depending on your banks procedures, please allow at least two weeks before this adjustment appears on your account.

Once again, thank you for writing. We hope to have the privilege of serving you in the future.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *****************************************
Case #: *******
Business Response
Date: 09/11/2023
DRT,
I am re-entering the resolution previously sent on 8/23/23.
From: ****************************
Sent: Wednesday, August 23, 2023 2:29 PM
To: ********************
Subject: Amtrak Response

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

Let me apologize on Amtrak's behalf for the cancellation of service that you experienced when scheduled to travel with us. We certainly understand the frustration this caused you. In spite of our best efforts, service disruptions are an unwelcome but unavoidable part of the transportation business.

Your experience does not represent a typical Amtrak journey. Because we value your patronage and in addition to our sincere apologies, I have requested that a refund in the amount of $46.00 to be credited to the ********** account used for purchase. Depending on your banks procedures, please allow at least two weeks before this adjustment appears on your account.

Once again, thank you for writing. We hope to have the privilege of serving you in the future.

Sincerely,

******************************
Customer Relations Specialist, Office of Customer Relations
Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
Email: *****************************************
Case #: *******
Business Response
Date: 09/11/2023
DRT,
I am re-entering the resolution previously sent on 8/23/23.
From: ****************************
Sent: Wednesday, August 23, 2023 2:29 PM
To: ********************
Subject: Amtrak Response

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

Let me apologize on Amtrak's behalf for the cancellation of service that you experienced when scheduled to travel with us. We certainly understand the frustration this caused you. In spite of our best efforts, service disruptions are an unwelcome but unavoidable part of the transportation business.

Your experience does not represent a typical Amtrak journey. Because we value your patronage and in addition to our sincere apologies, I have requested that a refund in the amount of $46.00 to be credited to the ********** account used for purchase. Depending on your banks procedures, please allow at least two weeks before this adjustment appears on your account.

Once again, thank you for writing. We hope to have the privilege of serving you in the future.

Sincerely,

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

Case #: *******
Initial Complaint
Date:07/26/2023
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.
I have had 2 issues with Amtrak , One was in or on March 9th I bought a ticket the day before, Anyway a train Derailed in Mobil Ala, The day of the trip, When we all got to the station The employees said no problem we have been running Buses for months because of Maintenance On the tracks, Well after 3 hours of back and Forth, Oh we can not get any buses so I ended up taking **** Bus to get out of New Orleans, There were people that had International flights out of Atlanta!! The second incident happened July 17 2023, we were 10 minutes out of the Atlanta station and the train Stopped, Nobody did anything for 10 minutes went to the back of the train ask the engineer what's going on oh there is a *** training blocking the rails need to be moved actually 2, anyway I said how long he said it would be about an hour I said I have a 1 am flight Then I asked the conductor 15 minutes later oh it could be an Hour to 2 hours, I commented I know you Sublet the tracks but 10 minutes they did not warn you being that close Oh we have no control of this !! Anyway I missed my flight even though I was first off the train and ran and called Uber to get to airport. After that I spent 2 and half hours trying to get Customer relations and all I got was 2 Vouchers for 20 dollars as I told the agent yesterday July 25 I don't want the Vouchers Well we cannot refund your money, Oh so after all this you cannot refund 82 dollars !!! No They are heading toward becoming *********, And I don't think they really care, I even said forget the 150 for the flight just give me my 82 dollars I will not travel on Amtrak again !!!!
Customer Answer
Date: 08/10/2023
Please be aware that I have used Better Business in the past, In Atlanta, and Dallas , I am fully aware of the Protocol of the 30 days they have to respond
I would guess after about 25, They Amtrak probably will not, I Also fully understand you cannot take any legal action Also. after about
25 days please be AWARE I will be contacting you, because if Amtrak has not responded by then I will probably taking
Some kind of Action after the 30 days is up
Thank's **************************;
Business Response
Date: 08/16/2023
From: ****************************
Sent: Wednesday, August 16, 2023 10:08 AM
To: ********************** <********************>
Subject: Amtrak Response

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

Thank you for your recent correspondence.

We are disappointed that you experienced a delay while traveling with us. 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, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. Please allow me to add my apologies to those already expressed by our Customer Relations Desk for disappointing you.

Amtrak offers compensation on a case-by-case basis. We regret that you are not satisfied with our resolution. The Transportation Vouchers previously issued were intended as a token of our apologies and an incentive to travel again. We believe that it was a fair offer.

In this situation, we do not offer refunds in cases where transportation has been provided; therefore, we must respectfully decline your reimbursement request for your completed travel. The Transportation Vouchers will remain on file.

Once again, thank you for writing. We hope to have the privilege of serving you in the future.

Sincerely,

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

Case #: ********
Business Response
Date: 09/06/2023
DRT,

Please review the attached resolution for your review.
From: ****************************
Sent: Wednesday, September 6, 2023 2:04 PM
To: ********************
Subject: Amtrak Response

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

Thank you for your feedback.

While we do not guarantee on-time performance we make every effort to deliver our passengers to their destinations safely and in a timely manner. We apologize that we were unable to do so on these occasions. In spite of our best efforts, delays due to operational factors are an unwelcome but unavoidable part of the transportation business.

We understand that you were not satisfied with the Transportation Vouchers previously issued. Amtrak offers compensation on a case-by-case basis. After an additional review of your case, we believe the compensation that was issued to you is adequate and must respectfully decline your request for reimbursement of your completed travel. The Transportation Vouchers will remain on file.

Once again, thank you for contacting us. We hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket.?

Sincerely,

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

Case #: ********
Customer Answer
Date: 09/13/2023
[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: I Believe That Amtrak Is Not Diclosing That Your Trip Can Be Delayed , Because They Do Not Own The Rights To The Tracks, And Sub Letting Rights Are Absurd, This Falls Under Deceptive Business Practice
IT'S truly Sad as For Years I Used And Put Amtrak Above Greyhound Which Is A Terrible And Awful Company, Lastly I Understand BBB Can only Do So Much, I Don't Usually Use Social Media But I May Start Now To Alert People Of The Problems

Regards,

***************************
Initial Complaint
Date:07/23/2023
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.
The train was delayed for about 6 hours. I understand that you cannot control the weather and the debris that was on the track, however there were trash throughout the train and there were no food available. The bathroom was disgusting. The staff was so unconcerned and unfriendly. This was my first experience on a train and I'm renting a car to come back and I will never rent again. I canceled the train ride returning, they only refunded $220 dollars instead of the full amount $294. My reservation number ******.
Business Response
Date: 08/07/2023
From: ****************************
Sent: Monday, August 7, 2023 8:52 AM
To: *********************************
Subject: Amtrak Response

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

Thank you for your feedback.

We are disappointed that you experienced a delay while traveling with us recently. We are working hard on a number of fronts to improve our ability to run on schedule. While we do not guarantee in-time performance we make every effort to deliver our passengers to their destinations safely and in a timely manner.

Please accept our sincere apology for the unsatisfactory conditions of upon boarding the Crescent. We are working hard to improve the level of service we provide to our valued customers, and it is distressing to read that we let you down. Your feedback has been shared with the responsible management for review and corrective action.

We have reviewed your request and confirm the Refund Policy applied in the handling of your case is correct. We can certainly understand the inconvenience and frustration this may have caused you. For a complete overview of our refund policy, please visit ****************************************************************.

As an exception, I have authorized an additional refund in the amount of $74.00 to the **** account used for purchase.?This amount represents the penalty previously withheld from your refund of reservation #****CF. Please allow at least two weeks before the credit appears on your account.

Thank you for taking the time to reach out to us with your concerns. Feedback from our customers is important to us, and we have noted your comments for consideration.

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 #: ********

Customer Answer
Date: 08/10/2023
[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,

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

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