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

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  Essex Junction Station

  29 Railroad Ave Essex Junction, VT 05452

• 

  Amtrak

  125 W 14th St Erie, PA 16501

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  Amtrak

  66 Lymon Street Springfield, MA 01103

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

• Initial Complaint

  Date:07/22/2023

  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.

  In April of this year I made a reservation for an Amtrak trip to Richmond, VA from NYC. The trip was to commence on 5/22 with the return on 5/24. I asked the reservations agent for a single seat (A seat by itself, a single seat across from the double seats, a one - seater). (These seats are in business class, which I booked.) I don't know how I could have been clearer. I was assured that I could reserve these single seats and was given seat numbers. When I alighted the train in NYC, I didn't see any single seats. I asked one of the conductors and was told the train didn't have any single seats. I had not been told when I made the reservation that some trains didn't have single seating. Because the business class car was very hot that day, I was able to sit alone in a double. row for most of the trip, On my return to NYC, the train did have single seating, but I was told someone else had booked my seat number. Thus, I went to the quiet car and sat by myself. Obviously, my seat had been double - booked. I went to the quiet car and sat alone although I'd paid for business class. When I returned home, I called Amtrak Customer Relations . I was told someone from Amtrak would reach out to me and MIGHT offer some compensation. No one ever contacted me from Amtrak, despite an Amtrak staff member's error.

  Business Response

  Date: 08/04/2023

  Message
  Details
  1:01 PM | Yesterday
  
  From: Amtrak Customer Support
  To: 
  ********************
  Email Details Dropdown Toggle
  
  Dear *********************,
  
  Thank you for your correspondence. I am sorry I was unable to reach you by phone.
  
  Amtrak has been working hard to provide our passengers with the best possible service. Therefore, we were sorry to learn that your trip was spoiled by the assigned seat you were provided. Please accept our apologies for the discomfort and inconvenience this has caused. Most of the Business Class cars on the Northeast Corridor are 2 seats in a row. We have provided the view of the Northeast Regional Business Class seating assignments, this also includes the tool to modify your seat once travel is booked: Seat Selection
  
  We were sorry to learn that your trip was spoiled by not receiving your business class seat and having to sit in the Quiet Car. Please accept our apologies for the inconvenience this has caused.
  
  In reviewing the history of your reservation, we confirm that your tickets were properly reserved and ticketed for Business Class seating, and we apologize that your request was not honored. Whenever you have concerns with your trip, you should speak with the conductor or other available crew member. Business Class seats are in a dedicated car or section of the train, the Conductor or available crew member will be able to locate another seat for you in Business Class. Going forward, if Business Class is not available based on an equipment shortage or unpredictable event, please have the ticket adjusted. The ticket can be adjusted by calling 1-800-USA-RAIL (872-7245).
  
  You can rest assured that information has been shared with the responsible managers for review and any necessary corrective action.
  
  We understand and appreciate your desire for a refund; however, it is not Amtrak's policy to authorize refunds once travel has been provided. Therefore, we must respectfully deny your 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 $120.00.
  
  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.
  
  If you have any further questions or concerns, please reply directly to this email. I am in office Monday through Friday, from 8:00 AM until 4:30 PM EST. I check my email periodically throughout the day and will respond as soo as I see your reply.
  
  Once again, thank you for contacting us. We look forward to serving your travel needs in the future.
  
  Sincerely,
  ****** **
  
  Amtrak Center of Excellence
  
  Case ID: ********
  
  Amtrak.com | Routes & Stations | Deals | Plan a Trip | AmtrakGuestRewards.com | Help
  
  Amtrak is a registered service mark of the National Railroad Passenger Corporation.
  ref:***************************

• Initial Complaint

  Date:07/19/2023

  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.

  My husband and I wrote a formal letter to Amtrak which I am providing below and sent the letter on July 14, 2023. We want to make sure our complaints are heard. My husband is almost 74 years old, and we both had numerous issues with our travels with Amtrak. We originally purchased insurance with Amtrak for July 3, 2023-July 5, 2023. However, our trip was canceled twice, in which we were delayed coming home for two days; we were stopped on the train on July 3, 2023, for almost five hours, leaving Ardmore, PA, and going into NYC. We are requesting a $1083.00 cash refund for all the expenses incurred for extra nights at hotel, missed event, and refund for our tickets.In our letter to Amtrak, which was mailed, we sent in copies of all our documentation. I have copies of these and can provide them again if needed. Reservation Number: 9665F1 Please get in touch with us at ********** or by email at *********************** to discuss this matter further. Sincerely,******************* **** (wife) and **************************************** (husband).

  Business Response

  Date: 08/03/2023

  Please see our response to *************

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

  Sent: Thursday, August 3, 2023 9:44 AM
  To: ************************* <*********************************>
  Subject: Amtrak Response
  
  Dear *************:
  
  Thank you for your correspondence.
  
  We are disappointed that you experienced a disruption of service and delays while traveling with us.  In spite of our best efforts, disruptions due to operational factors are an unwelcome but unavoidable part of the transportation business.   We can certainly understand the inconvenience and frustration this caused you.   Please accept our most sincere apologies for your inconvenience.
  
  We have authorized a refund of your fare in the amount of $254.60 was authorized to the **************** account used for purchase.  This procedure has been performed electronically; depending on your banks procedures, please allow at least two weeks before this adjustment appears on your account.
  
  As much as we regret the inconvenience to you, in this situation Amtrak does not provide compensation for 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 request for reimbursement of the additional expenses you incurred.  Your understanding is appreciated.
  
  Once again, thank you for your feedback and comments.  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: *****************************************
  
  Case #: *******
  

  Customer Answer

  Date: 08/03/2023

  [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:07/18/2023

  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.

  Hello BBB, I am an Amtrak passenger who has a documented medical condition and travels with a folding bike. On July 18, 2023 on Train ** from Alexandria, VA to Philadelphia, PA, I was confronted with threatening language from a conductor who provided his name as ******. Amtrak has confirmed that folding bikes are considered carryon luggage and that I have the right to travel with one. Conductor ****** used threatening language, including "kicking me off the train." However, neither Conductor Bikram nor his supervising colleague could tell me why I couldn't travel with my folding bike (see photo). I seek a clarification of Amtrak's travel guidelines and a refund of the ticket. Best regards, *******************************

  Business Response

  Date: 08/03/2023

  Please see our response to ************

  From: ****************************
  Sent: Thursday, August 3, 2023 10:21 AM
  To: ********************
  Subject: Amtrak Response
  
  Dear ************:
  
  Thank you for your correspondence.
  
  We are working diligently to improve the services we offer to our customers and hope that many will share your interest in train travel.  Customer feedback such as yours plays an important role in the decisions we make regarding our service, and we appreciate you taking the time to share your comments. 
  
  Only certain passenger cars can accommodate folding bicycles as carry-on baggage. Folding bicycles under the dimensions of 34" x 15" x 48"(860 x 380 x 1120 mm) will be allowed onboard all trains in lieu of a piece of baggage.  For a complete overview of our Bicycle policy, please visit *****************************************************************
  
  Employees are expected to treat our valued customers with professionalism, courtesy, and respect.  We strive at Amtrak to deliver a comfortable and enjoyable travel experience for all our customers; we regret that this was not your experience.  A copy of your complaint was previously forwarded to the responsible management of the Northeast Regional for review and corrective action. Please accept our sincere apologies for your inconvenience.
  
  The Transportation Voucher previously issued in the amount of $18.00 was intended as a token of our apologies and an incentive to travel again.  After an additional review of your case, we must respectfully decline your request for reimbursement of your completed travel. 
  
  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:07/18/2023

  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.

  In June of 2023 I took a train trip to New York State. I booked round-trip fare in a Roomette. My ride from Chicago to New York was wonderful, but my ride home was awful. This ride home is what my complaint is about. On June 26 I boarded Amtrak train #**, Car ****, Roomette Room #*. When I sat down and took off my shoes my socks got soaked by the soaking wet carpet in the roomette. I called the attendant and he knew the floor was soaked, but said he couldn't do anything. This was awful, since it was an 18 hour train ride where I would be sleeping at some point and of course didn't want to have to wear my shoes the whole time. I complained again and *****, the attendant, laid down towels to keep my feet from the wet floor. Throughout the trip he needed to change the towels several times and the room smelled musty from the wet floor. These roomettes are considered 1st class accommodations, but this ride was far from a 1st class experience. While ***** did all he could to try to make my ride more comfortable, he told me eventually that a bucket of water had been spilled in the roomette, but since the train was full they couldn't move me and knowingly put me in this roomette with a soaking wet carpet. I texted Amtrak from the train and then again when I got home, June 26 and 27, no response. Filed an online request for refund on June 28, no response. Texted July 10 and was told I needed to contact Customer Relations, but I have not been able to get through on the phone. Filed another online "feedback" form July 10 - no response.

  Business Response

  Date: 08/02/2023

  We spoke with ************ and apologized for the lack of adequate service during her travel. She said she was so excited to get the new sleeping car and was disappointed to come into a soaked room. I offered a $600.00 Transportation Voucher in lieu of a refund in the amount of $310.00. She opted for the refund of $310.00 to the original form of payment.

  Customer Answer

  Date: 08/03/2023

  [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, as long as I actually receive the refund, which has not been given yet. Once the money is in my account I will be satisfied, but as of now I accept this resolution with reservations.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/17/2023

  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 take amtrak regularly between Rhinecliff and New York. Several months ago, the train arrived 25 minutes late into the Rhinecliff station, and then was delayed on the way to NY because of a signal issue--it actually went backwards--so that we arrived in NYC 2 hours later than expected, on a sunday, 3pm when it was meant to arrive at 12:58. I called to speak to customer relations for a refund, and the first call (after nearly an hour wait) was then routed to customer relations and then the call dropped--after I was on hold for a total of 1.5 hours. I called a second time, had another wait, and so I sent an email through the "contact us" area. It has now been nearly 2 months and I have not received a reply (they're supposed to have a reply in 10 days). Further, the record of that trip is now no longer on the site. I demand a refund for that trip.

  Business Response

  Date: 08/04/2023

  Message
  Details
  10:46 AM | Yesterday
  
  From: Amtrak Customer Support
  To: 
  *************************
  Email Details Dropdown Toggle
  
  Dear *************************,
  
  Thank you for your correspondence. I am sorry I was unable to reach you by phone.
  
  We apologize for the extensively long wait times when calling 1-800-USA-RAIL (872-7245). We know the call volume is unusually high, and we are working hard to reduce the hold time to speak with a customer service representative. We understand the importance of having customer service representatives readily available.
  
  We have heard reports of requesting a callback and not receiving it. As information, we have been advised if your cell phone has a spam filter in place, the callback will not come through. The comments we receive from customers help us to calibrate our services and adjust where warranted. Your concerns have been sent to the appropriate managers for review and corrective action.
  
  Additionally, on-time performance is a major concern at Amtrak. We make every effort to operate on schedule because we know how frustrating a late train is to our customers. We are sorry that your train arrived late and that you were inconvenienced.
  
  We are working hard on several fronts to improve our ability to run on schedule. Despite our best efforts, weather and mechanical problems may defeat us, as well as those unexpected events that cannot be controlled or predicted. We appreciate you taking the time to bring your concerns to our attention. Please be assured that we are making every effort to deliver our passengers to their destinations in a timely manner.
  
  We understand and appreciate your desire for a refund; however, it is not Amtrak's policy to authorize refunds once travel has been provided. Therefore, we must respectfully deny your 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 $30.00.
  
  The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-***-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.
  
  If you have any further questions or concerns, please reply directly to this email. I am in office Monday through Friday from 8:00 AM until 4:30 PM EST. I check my emails periodically throughout the day and will respond as soon as I see your reply.
  
  Once again, thank you for contacting us.
  
  
  Sincerely,
  ****************
  Amtrak Center of Excellence
  
  Case ID: ********
  
  Amtrak.com | Routes & Stations | Deals | Plan a Trip | AmtrakGuestRewards.com | Help
  
  Amtrak is a registered service mark of the National Railroad Passenger Corporation.
  ref:***************************

• Initial Complaint

  Date:07/16/2023

  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.

  The following was sent to Amtrak on July 15, 2023. I am the Senior ****** of ********** ****** Church in Hartford, CT. I was attempting to return to Hartford from a gathering in Norwalk, CT. A One Way Reservation #****** was assigned to me at 5:08 AM on July 15, 2023. I hired an **** to transport me from Norwalk to Stamford that afternoon. That ride cost me $32.00. The **** driver picked me up at exactly 8:00 PM and dripped me off at Stamford Amtrak at 8:20 PM for Amtrak train #*** scheduled to depart from Stamford to New Haven and parts North at 8:48. At 8:30 PM I began to notice the monitors stating that the train was running late. At 9:00 PM travelers were advised that the train would not depart from track four but track three. Mind you, travelers had to climb unmarked staIrs, cross a confusing skywalk to a different track ridiculously rapidly. By the time I arrived, that **** train was pulling off. Myself and another young woman were basically screwed because that was the last train of the night. I am at a relative's home in Norwalk after paying $30.00 for a ******** Cab to get me to someplace safe and familiar. The Amtrak attendant did what he could but I am nevertheless unable to undertake my responsibilities at my church which is going to sting (to say the least). The ****** calls 13 hours before worship conveying this cockamamie Amtrak story. I expect some sort of reimbursement, an apology and a credit for roundtrip travel anywhere Amtrak ventures. I have alerted my congregations leadership to this unprofessional string of circumstances (all brought on by Amtrak) and our ultimately being stranded and left to our own devices. Please not the young lady who was also left behind was hysterical with no-one willing to make something happen for her. I am copying the Better Business Bureau, my denominational leadership, governmental reps. Thank you for ruining this weekend! Trusting that you will attempt to make this right ****** ** ******* *******

  Business Response

  Date: 08/03/2023

  Please see our response to ****** ********************************

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

  Sent: Thursday, August 3, 2023 9:20 AM
  To: *********************
  Subject: Amtrak Response
  
  Dear ****** ** ******* *******:
  
  Thank you for your recent correspondence.
  
  Let me apologize on Amtrak's behalf for your inability to travel as scheduled with us.  We certainly understand the frustration this caused you.  We are disappointed that you had insufficient time to change your location and board at the departing track.  A copy of your complaint was forwarded to the managers of our Stamford Station for review and corrective action.  Please accept our most sincere apologies for your inconvenience.
  
  Amtrak provides compensation on case-by-case basis.  As much as we regret the inconvenience to you, we do not assume liability for the plans and commitments of our passengers.  In this situation, we must respectfully decline your request for all direct and indirect charges as well as a voucher for round trip travel. Please forgive us for causing you both dismay and inconvenience on this occasion.
  
  Your experience does not represent a typical Amtrak journey.  Because we value your patronage and in addition to our sincere apologies, we have authorized a Transportation Voucher in the amount of $50.00.  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.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  
  Case #: ********
  

• Initial Complaint

  Date:07/14/2023

  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.

  July 3, 2023, I was on Train ** from Wilmington, DE to Atlanta, GA. Reservation Number, ******. The train was delayed 5 hours. We were to depart Wilmington at 4:15pm, we did not depart until after 9:30pm. I purchased a coach seat and was the successful bid on a roomette. After getting on the train, I expected to receive dinner, the Attendant "******" stated dinner was not being served the food cart was shut down for the night. After that I tried the call button for ****** a few times but he was ghost. I found him hanging out in the lounge, chit chatting. I paid the additional cost for a sleeper not just for the privacy and room but for the service. The service was non-existent on this trip. I called in to Customer Relations and made a complaint. Truthfully, I was insulted by her response and offer of $100.00. I paid, $131.40 for the coach seat and the bid for the roomette was $240.00 total was: $371.40 for this trip. The service provided was horrible. Dinner was not provided. The Attendant couldn't be found numerous times. I paid for a service, A service was what I expected to receive. I understood the 5 hour delay was out of AmTrak's control but the service provided was inside of your control. Communication was inside of AmTrak's control. Customer Service was inside of AmTrak's control. I was extremely disappointed in the lack of service provided that was the reason I canceled my return AmTrak scheduled on July 12th. My resolution to this would be, to be compensated for the lack of service that is to be provided in the Sleeper Cars. The $100.00 offered is an insult.

  Business Response

  Date: 08/02/2023

  Please see our revised resolution to ******************** complaint.

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

  Sent: Wednesday, August 2, 2023 1:19 PM
  To: *************************
  Subject: Amtrak Response
  
  Dear ********************:
  
  Thank you for your correspondence.  
  
  We are working diligently to improve the services we offer to our customers and hope that many will share your interest in train travel.  Amtrak offers compensation on a case-by-case basis.  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, as a courtesy, I have authorized an additional Transportation Voucher in the amount of $100.00.? The Transportation Vouchers totaling $200.00 are being held electronically and can be redeemed on Amtrak.com, by calling 1-800-***-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 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: 08/03/2023

  [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:07/13/2023

  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.

  On 07/02, I purchased a round-trip ticket (departing 07/04, returning 07/05) for my partner from Philadelphia, PA, to Washington, DC using 6,533 of my Amtrak Rewards points under reservation ******. During the initial leg, the conductor failed to scan my partner's ticket. Within a few hours after her arrival in DC, we modified her return trip to a later train due to a change in her work schedule. This change cost 988 points to make the change and 2,522 points for the ticket. The following morning (07/05), we found that her return trip had been cancelled because the conductor on the initial trip failed to scan her ticket. In order to return her to Philadelphia in time for her work, I was forced to purchase a new ticket under reservation ****** for 4,509 points. I've attempted to contact Amtrak on three separate occasions, spending over an hour on hold on the phone on 07/11 (was forced to drop due to a meeting at work), submitted a message request online on 07/05, and directly emailed Amtrak Customer Relations on 07/11. I have not received any response or communication from Amtrak. I'm seeking the refund of the 4,509 points that I spent purchasing an additional ticket on reservation ****** as the cancellation of the previous trip was a direct result of Amtrak's conductor failing to perform their duty to scan my partner's ticket during the first leg of her trip.

  Business Response

  Date: 08/03/2023

  From: ****************************
  Sent: Thursday, August 3, 2023 2:15 PM
  To: ************************** <************************>
  Subject: Amtrak Response
  
  Dear *************************:
  
  Thank you for your correspondence.
  
  We are disappointed to learn of our error with your reservation.  We can certainly understand the embarrassment, inconvenience, and frustration this caused you.  Even though such instances as you report are comparatively rare, they are always troubling.  Please accept our sincere apologies.
  
  Upon creation of this correspondence, we have authorized a credit of 4,509 points to the AGR account used for redemption.  This procedure has been performed electronically, and a paper receipt is not generated,
  
  Once again, thank you for writing.  We look forward to the privilege of serving you again in the future under better circumstances.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  
  Case #: *******
  

  Customer Answer

  Date: 08/03/2023

  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. Thank you to Amtrak for responding to this issue.
  
  Regards,
  
  ***************************************

• Initial Complaint

  Date:07/13/2023

  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.

  6th attempt to AMTRAK Good Day Supv Rep of Amtrak I'm writing this letter because Customer advised me this is where I could get help in resolving my. Complaint .I am very upset .disappointed  I am seeking full refund .On my ticket .Disabled ******* American Veteran on A fixed income I was seeking A visit To DC  .area Extreme  fears During COVID had me gripped being A Senior with Health issues .that is Why I booked your Roomette Services. Then fears with weather Intensitys. Up North .Fear of being Stranded or Train track Icyness.. Please help with full Refund to my **** Card used I've been A. Long term Amtrak Customer.. Thank You for your Services I LOVE riding your  Amtrak Trains..I Was so Very Disapointed. Please help. VIP numbers RESV. BKNG #   ****** VOUCHER  ********** *** ***************** 

  Business Response

  Date: 08/02/2023

  Please see my response sent to ********************

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

  Sent: Wednesday, August 2, 2023 1:58 PM
  To: ***********************
  Subject: Amtrak Response
  
  Dear *********************************:
  
  Thank you for your recent correspondence.
  
  We have verified that an automated credit in the amount of $436.50 was authorized to the **** account used for purchase on July 14, 2023.  Any further questions on this credit should be directed to your bank.
  
  Once again, thank you for writing.
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  
  Case #: ********
  

• Initial Complaint

  Date:07/12/2023

  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.

  My husband was traveling from MA on Amtrak to Penn Station (Tuesday) when his connecting train from NY to WPB was cancelled. I immediately called Amtrak & the agent advised she was not going to book him for the following day because they would be able to better assist him at the service desk when he arrived & also setup him up with a hotel accommodation if needed. By the time he got to NY the train for the following day was booked & they didn’t have a train available for 2 days (Thursday). They also told him they do not help with hotel stays & gave him the number to customer service to call about a hotel room. At Penn station he spoke with the Manager ****, who was extremely rude & unprofessional & gave him the contact info for the assistant superintendent ******** ******* who he couldn’t reach. Then we both made a call to Amtrak customer service & were on hold for over an hour to both be told they don’t know why we were advised to call them since there is nothing they can do & he needs to talk to the service desk at the station. The woman I spoke with gave me an email for corporate. I found the phone # for corporate which is completely useless. You can not reach a real person at all. I attempted to get a refund via the link Amtrak provides for a refund & it doesn’t even work. Then I called the # they provided for a refund. The woman acted like she was helping me, put me on hold without telling me & then after waiting for 15 mins an automated message said it was after business hours & to call back & disconnected. It’s like Amtrak is designed to not assist you in any way. Absolutely ridiculous. He ended up having to book a ticket with ********* so he’s arrive home in time. The customer service at Amtrak is nonexistent, everyone just passes the buck until the customer gives up. What about people who can’t afford a hotel due to a delay? They are expected to wait at the station for days? It’s unacceptable. I would like a full refund for our ticket RES# ******

  Business Response

  Date: 08/03/2023

  Please see our response below

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

  Sent: Thursday, August 3, 2023 10:33 AM
  To: ****************
  Subject: Amtrak Response
  
  Dear *****************:
  
  Let me apologize on Amtrak's behalf for the cancellation of service that ********************** experienced.  We certainly understand the frustration this caused both of you.  The cancellations were beyond Amtrak's immediate control.  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.
  
  ************************ experience does not represent a typical Amtrak journey.  Because we value his patronage and in addition to our sincere apologies, I have requested that a refund in the amount of $69.37 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 #: *******