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

  400 N Capitol St NW Washington, DC 20001-1511

• 

  Amtrak

  PO Box 70 30th Street Station Philadelphia, PA 19105-0070

• 

  Amtrak

  200 Cleveland Memorial Shoreway NE Cleveland, OH 44114

• 

  Amtrak

  1688 Peachtree St NW Atlanta, GA 30309

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:07/12/2023

  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 family and I 14 of us was traveling Amtrak for the holiday. We was trying to take our children on a train trip. We had 7 little children with us. We arrived at the Jackson ms station to return home on train #** from Jackson ms to homewood il. Get to station and train was delayed. My family and I sat in the station for 4 hours with the only information that they was fixing the issue. I started getting information via text from Amtrak 3 hours later stating train #** was terminated. I asked the train staff and they stated they was not told train was cancelled and they was still trying to fix it. An hour later 10:00pm a representative come to the platform and says the train was terminated and we need to go to the front desk. Get to front desk and they had no idea when we would be able to get back home. My family now stranded with no way home. We had to get a room for the night and get a flight out the next morning. Costing my family a total of $4,592.09 to get back home. Not including the train tickets that has not been reimbursed $1,370.20. I need full reimbursement of all money spent. It is now a week later and all I have gotten from customer relations ,is they will contact you as soon as possible. That is a lot of money we had to spend to get my family back home. We did not anticipate spending. I need someone to contact me asap with full refund of this trip. I have written an email to corporate as I was asked to do. I need a call or email informing me of their intentions on resolving this issue. If further info is needed receipts etc. I have them all. It will be sent again upon request. It was all sent via email to the amtrak email. [email protected]

  Business Response

  Date: 08/03/2023

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

  From: ****************************
  Sent: Thursday, August 3, 2023 11:54 AM
  To: *********************
  Subject: Amtrak Response
  
  Dear ********************:
  
  Thank you for writing and providing your feedback.
  
  We are disappointed that your family experienced a cancelation of service while traveling with us.  We certainly understand the frustration this caused you.  The cancellation was beyond Amtrak's immediate control.   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.
  
  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 $1,370.20 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 much as we regret the inconvenience to you, Amtrak does not provide compensation of expenses incurred with other service providers.  In addition, we do not assume liability for the plans and commitments of our passengers. Therefore, we must respectfully decline your reimbursement request for your incurred expenses. 
  
  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 #: ********
  

  Customer Answer

  Date: 08/14/2023

  This issue has not been resolved. Please contact Amtrak again. I have had no call , email or anything from Amtrak. I have called several times with no resolve. I have even been hung up on by a representative. I reallly need this issue resolved asap. Thank you. 

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My train was cancelled a third of the way through our trip from NYP to ALB on Sunday 07/09/2023. Today (07/10), I tried calling Amtrak, but was hung up on after being on hold for an hour with no explanation. I tried leaving my number for call back, but was hung up on again. All I want is to talk to someone about getting a refund. I don't know what to do since Amtrak is a government agency and has taken as many steps as possible to distance themselves from the public and people they're meant to serve.

  Business Response

  Date: 08/02/2023

  Please see a copy of my response below to ************************

  From: ****************************
  Sent: Wednesday, August 2, 2023 9:31 AM
  To: *********************
  Subject: Amtrak Response
  
  Dear ***********************:
  
  Please allow me to apologize for our delay in processing your refund.  I can certainly understand the inconvenience our oversight has caused.  We have submitted a credit in the amount of $64.00 to be applied to the ********** account by which the ticket was purchased.  This procedure was performed electronically, and no paper credit receipt was generated.  Please allow 7 days for this credit to appear on your account.
  
  Once again, please accept my sincere apologies for any inconvenience this oversight has caused. 
  
  Sincerely,
  
  Case #: ********
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  

• Initial Complaint

  Date:07/10/2023

  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.

  On Saturday July 1, 2023, I had attempted to board a train from Raleigh, NC to Charlotte, NC at 10 am. Being from Philadelphia, I had no idea what was going on in the train station so I asked a service attendant what to do, they helped me purchase a ticket and explained what to do when the train arrives. When the train came, there were 2 on the tracks. I asked an attendant which train was going to Charlotte (again, I'm confused on direction as I have never been to Raleigh). Someone helped me board a train and gave me an assigned seat. They DID NOT scan my ticket, they simply asked me where I was going and I said Charlotte. About 1 hour into the ride, a new attendant asked me where I was going. I again said Charlotte. He said that I had boarded the wrong train and that I was going in the opposite direction. I had to get off at the next stop (Rocky Mount) and wait until another train came that was going to Charlotte, which was after 5 pm. I could not wait that long, and I found a Lyft willing to drive me back to Raleigh, where another train to Charlotte was leaving at 3 pm. In order to get on the new train, my ticket was scanned and someone asked me where I was going BEFORE BOARDING, which assured me I was on the right train this time. All I am looking for is reimbursement for **** that I had to pay for from Rocky Mount to Raleigh, which was $58.99 and a $20 cash tip, as the ride was very long.

  Business Response

  Date: 08/03/2023

  Please see our response to ************** below.

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

  Sent: Thursday, August 3, 2023 1:01 PM
  To: ****************
  Subject: Amtrak Response
  
  Dear **************:
  
  Thank you for your recent correspondence.
  
  We are sorry that you boarded the incorrect train.  We can certainly understand the inconvenience and frustration this caused you.  Please accept our sincere apologies for your lack of assistance during your recent travels. 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 send us your comments. 
  
  We understand your decision to hire a **** rather than wait for the next train.  In this situation, we do 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 reimbursement of your incurred expense.   
  
  As a courtesy, upon creation of this correspondence, we have authorized a Transportation Voucher for you in the amount of $25.00.? 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 inconvenience you report, 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 writing. 
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  
  Case #: ********
  

  Customer Answer

  Date: 08/04/2023

  [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:07/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket for travel from ******** Rail Station in ************* on 7/9/2023 at 3:15pm to Albany ********** station. We boarded the train on time however 1 hour into the trip were notified of an issue on the track and were unable to move until we received a status update. After sitting for several hours we were informed the train we were on would be returning to Manhattan, with no information as to what would be happening next. I attempted to contact the customer service number regarding what accommodation would be provided as we were told we would not be getting on another train tonight or when another would be available leaving us stranded in Manhattan. Customer service informed me I would need to speak with the Amtrak representative at the ticketing station and they could not assist further. During our trip back we were also told to move carts as Diesel gas fumes were now entering the cabin we were in causing overcrowding. When we finally came back to Manhattan we had been on the train for 7 hours in total! I had to call out of work the next day seeing as the update given was there would be no train to our destination and no known time there would be. It’s not 11pm at night (we left at 3), I’ve had to come out of pocket for a bus ride home tomorrow, am missing pay due to not being able to be make it in to work tomorrow, and have to come out of pocket for a hotel in Manhattan tonight or choose to sleep on the street for the night. This has been an absolutely atrocious experience as a customer as well as an incredible inconvenience and costly impact caused solely by Amtraks inability to care for its customers.

  Business Response

  Date: 08/04/2023

  From: ****************************
  Sent: Friday, August 4, 2023 9:39 AM
  To: **************************************
  Subject: Amtrak Response
  
  Dear **************:
  
  Let me apologize on Amtrak's behalf for the disruption of service that you experienced when scheduled to travel with us.  We certainly understand the frustration this caused you.  The cancellation was beyond Amtrak's immediate control. Please accept our most sincere apologies for your inconvenience.
  
  I have requested that a full refund in the amount of $45.00 be credited to the Apple Pay account used for purchase.  Depending on your banks procedures, please allow at least two weeks before this adjustment appears on your account.
  
  Your experience does not represent a typical Amtrak journey.  As an exception, I have authorized a check in the amount of $183.96 as reimbursement for your incurred expenses.  You will receive it under separate cover within a few weeks of your receipt of this email. 
  
  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:07/07/2023

  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 wife and I traveled from Chicago ***** Station to Ann Arbor, MI, on June 15, 2023, at 2:15 pm, Reservation Number ******. The conductor, ***********************, let us in the car and told us to stay in that car, but the temperature in our car was unbearably hot even for a normal healthy person, but my wife has stage IV lung cancer. Conductors were not around, so I had to look for them through all train, and I finally found ***** in the Café car and asked him to adjust the temperature. He tried to play with buttons in our car cabinet, but it did not get better. Then I found ***** again and told him that we refuse to suffer in that 'sauna', and ***** tried again, and by Kalamazoo it got a little better. I also suggested to him that conductors should pass through the train from time to time, not just sit in the café, and he agreed and followed my advice. He was friendly and courteous, but his shorter companion/colleague ignored us and didn't show any care. ***** got off in Kalamazoo, and a dif. conductor, **************, replaced him, and he never visited our car. We were approaching Ann Arbor with delay, but there were no announcements, and we started worrying, so I found ************** in the café and asked about delay, and he confirmed the delay. I asked why nobody made an announcement, but he sarcastically replied, 'How can I announce it if I am here?' I couldn't help thinking, 'Exactly, that's my point: why are you sitting here instead of announcing the late arrival.' The food was mediocre to say the least, but that was the least of our problem, since we were not promised a top-rate meal, so that's beside the point. In their post-travel survey Amtrak proclaimed, 'We want to provide you with the best possible experience when riding with Amtrak', but that is an empty slogan. I gave them a chance to make it right by voicing our concerns via e-mail, and on 06/20/23 they replied, "We will respond as soon as possible", but they never did.

  Business Response

  Date: 08/07/2023

  DRT,

  Our Customer Relations agent contacted ****************** with a resolution. The agent documented the concerns and shared the report with the appropriate managers for corrective action.  In addition to our apologies ****************** accepted a voucher towards future travel.

  8/4/2023 7:23 PM

  **********

  NAME: *******/*****

  TOTAL AMOUNT: $ 100.00

  EXPIRES: 02AUG24

  Customer Answer

  Date: 08/10/2023

  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/3/23 I went on Amtraks website to purchase a round trip ticket. I was informed by the website that one of the segments of my trip was no longer available so I opted to make other plans. The next morning I found an email from Amtrak in my spam folder telling me about a trip I purchased. I looked at my bank account and it showed I had been charged for the trip as well. I called Amtrak 3 times and was told they would call me back since the wait was too long. I never got a call back. I also sent a message and got no response as well. I called once again on 7/6/23 and stayed on hold with nobody ever answering. I should not have been charged for a trip that was no longer available and at the most basic someone from Amtrak should have called me back. This is a terrible way for an organization to conduct business.

  Business Response

  Date: 08/04/2023

  Good morning,

  After making several unsuccessful attempts by phone we emailed **************. on 8/3/23.

  Message
  Details
  1:23 PM | Yesterday
  
  From: Amtrak Customer Support
  To: 
  *************************
  Email Details Dropdown Toggle
  
  Dear *************************,
  
  Thank you for your correspondence. I tried to reach you by phone, however I am met with a message indicating the caller is no longer available.
  
  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.
  
  In addition to the long wait times for an agent, 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.
  
  We apologize that you were unable to reach a live phone agent to complete your recent reservation cancellation, which resulted in a forfeiture of your fares when the cancellation was not completed. As information, regardless of the booking method of your reservation, you have the option of cancelling online or through the automated phone system and avoid the need to speak to a live agent.
  
  If the reservation is not canceled prior to the scheduled departure, the entire amount paid for the reservation will be forfeited; the ticket value will not be stored in an eVoucher and cannot be applied toward future travel. For more detailed information regarding our Refund Policy, please visit our website: Refund Policy.
  
  However, as a one-time courtesy, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $328.00.
  
  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 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 | Help
  
  Amtrak is a registered service mark of the National Railroad Passenger Corporation.
  ref:***************************

• Initial Complaint

  Date:07/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a one way Roomette with my grandson to Atlanta Georgia . When I booked the booking advertised the following Observation car Dining car with meals prepared off several menus Free wifi When we arrived for our train we found that there was no observation car, no dining car and only meal offered was an undercooked, cold , microwave dinner that was completely unedible and potentially unsafe due to the meal was chicken served which we were forced to eat in our room and no wifi for entertainment purpose. We were pretty much confined for 18 hours in a Roomette without any food or again entertainment (which Amtrak stated to bring devices ect for the free wifi)The car itself was filthy with a strong bad odor, the nearest bathroom was 4-5 cars away. Yes I understand the room did have a small toilet but unusable due to the already bad odor as mentioned Amtrak falsely advertised what they offered for the large price we paid. This trip was the worst experience myself and my grandson have ever experienced. I would like a full refund ! Reservation number ****** It also should be noted I emailed company directly and never heard back from any representative Thank you

  Business Response

  Date: 08/07/2023

  We were unable to contact ******************** by telephone, we sent the following email.

  3:52 PM | Aug 4
  From: Amtrak Customer Support
  To: *******************
  

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

  Thank you for your comments.
  
  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 lack of adequate service during your travel.
  
  You can rest assured that information has been shared with the responsible managers for review and any necessary corrective action.
  
  Amtrak does not normally refund tickets once travel is complete. However, given the circumstances explained in your email, we will authorize a partial refund in the amount of $356.00. This will be credited back to the original form of payment used to make the Amtrak purchase, which was a **************** ending in ****. The refund can take one or two billing cycles to reflect on the account.
  
  Again, our apologies for such an inconvenience and unpleasant experience and we look forward to serving your travel needs in the future under better circumstances.
  
  Sincerely,
  **************
  Amtrak  Center of Excellence
  
  Case ID: ********
  
  Amtrak.com | Routes & Stations | Deals | Plan a Trip | Help
  
  Amtrak is a registered service  of the National Railroad Passenger Corporation.
  
  --------------- Original Message ---------------
  From: ************************* [*******************]
  Sent: 7/13/2023 5:49 PM
  To: ************************************************
  Subject: Re: Refund Request [#********] ref:**********.****************
  
  This is my third request with still no response from your company ! Is this truly how you run your business by ignoring the consumer ? Full disclosure I now have reported your company to the BBB ! I still expect some response before I take further action! You fraudulently sold me a product under false advertisement. I have photographs of the unsanitary conditions of your train and the unedible and possibly dangerous food you exposed not only me but a child. Please respond and do the right thing !
  
  Sent from my ******
  
  On Jul 4, 2023, at 3:22 PM, Amtrak Customer Support <[email protected]> wrote:
  
  ?
  
  Dear Customer,
  
  Thank you for contacting Amtrak. We respond to online inquiries 7 days a week between the hours of 8 am and 8 pm (ET). E-mails are answered in the order that they are received. We will respond as soon as possible.
  
  Sincerely,
  
  Amtrak Customer Service
  *******************************
  Amtrak.com | Routes & Stations | Deals | Plan a Trip | Help
  

• Initial Complaint

  Date:07/03/2023

  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.

  TRAIN **: New York, NY - ******** Train Hall at **** Sta. to Alexandria, VA was scheduled to arrive at 7:35pm. There are indicators the staff knew about power signal problems ahead in New Jersey and did not warn anyone who was coming on to the train. We were stranded in Newark for over three hours followed by more delays leaving New Jersey. At 10pm we get a text about a 5 hour delay. The staff could not say when we will get to DC or Virginia. In my opinion those are signs that point to this train needed to be cancelled. It is 11:22pm and I am still essentially stuck on a train that was allowed to travel into a power signal series of problems.

  Business Response

  Date: 08/04/2023

  On July 5,2023 we spoke with **************** regarding his delayed train.  Along with our apology the passenger accepted two vouchers totaling $100.00 for future travel.
  

   

   

• Initial Complaint

  Date:06/30/2023

  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.

  Amtrak canceled my train days before it departed, made me wait hours to contact a service rep, and falsely showed (and still shows) availability of rooms that are not available on multiple trains on multiple dates. While I was able to get a refund after hours of waiting and trying all avenues of service, both the website and app still show false availability verging on deceptionas they showed a general error message about the transaction initially rather than saying it was no longer available, and require you to wait on hold for hours to get an actual explanation. They gave insufficient notice despite requiring weeks of advance notice for customers to modify their bookings in normal circumstances, provided no alternatives other than paying hundreds of dollars to upgrade, or take a myriad of buses instead of a train (without offering to partially reimburse for significantly altering the route) or canceling. After I received a refund and attempting to rebook does the error message change to saying there is no availability, it Still shows availability on trains where there is none and lets you get to payment before notifying you. I would like Amtrak to stop falsely advertising availability when there is none with both their app and their website, as this has caused significant distress and forced me to rework my entire schedule and use an airline instead.

  Business Response

  Date: 08/04/2023

  From: ****************************
  Sent: Friday, August 4, 2023 10:18 AM
  To: ************************ <**********************>
  Subject: Amtrak Response
  
  Dear **************:
  
  Thank you for your recent correspondence.  The comments we receive from our customers are very important to us, as these help us to calibrate the services we are providing and make adjustments where warranted.  We appreciate your taking the time to share your concerns and feedback with us. 
  
  The detail you took the time to provide gives us a very good case study of our customer experience.   Your feedback and comments have been entered into our customer database for review by the appropriate management for corrective action.  Please accept my sincere apologies for the issues you describe regarding our website.
  
  Once again, thank you for writing.
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  
  Case #: ********
  

  Business Response

  Date: 08/24/2023

  DRT please see my follow up response to *** *****

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

  Sent: Thursday, August 24, 2023 2:19 PM
  To: '**********************' <**********************>
  Subject: Amtrak Response
  
  Dear *** *****:
  
  Please accept my
  sincere apologies for the issues you describe regarding availability on our
  website and mobile APP.  I can certainly understand your
  frustration.  We appreciate your taking the time to share your concerns
  with us.  Feedback from our customers is important to us and plays a
  significant role in our decisions about how we offer our services.  I have
  previously forwarded a copy of your complaint to the appropriate management for
  their further consideration.
  
  We appreciate your
  interest in Amtrak.  Our Reservations team is available 24 hours over the
  phone.  They can answer any questions or concerns your might have regarding
  current availability and pricing.  Please contact us at 1-800-USA-RAIL,
  and a member of our team will be happy to help you with any questions that you
  may have. Please accept my sincere apologies for your inconvenience.
  
  Once again, thank
  you for writing.
  
  Sincerely,
  
  ******* ** ******
  Customer
  Relations Specialist, Office of Customer Relations
  Amtrak |
  1 Massachusetts Avenue NW | Washington, DC 20001
  Email: **************@amtrak.com
  
  Case #: ********

  Customer Answer

  Date: 09/05/2023

  [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 individual emailing me to "apologize" sent the same response twice, clearly a copy pasted piece to save face, without even bothering to make sure my last name was correct. It began with

  "Dear *** *****..."

  With all due respect, not even proofreading their automatic-response-esque, preformatted email or looking up my actual information in their systems shows an utter lack of respect or care for customers, and in fact feels quite condescending. Once more, Amtrak shows an utter lack of class.
  

  They also did not follow up with me personally in any way, clearly doing nothing beyond sending a form email, and in no way (as I checked using their website again) have significantly altered the problems with their systems that led to this initial complaint.
  
  
  
  Regards,
  
  
  
  ***** ****
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was checking my Amtrak reservations and change/refund options on June 16. The Amtrak website was not working while I was checking options (information wasn't loading, I wasn't seeing my options). I abandoned the process, but received an email that my reservation (******) was cancelled. I did not choos to cancel it since I did not know my options. Amtrak charged me a 19.75 fee for this cancellation. I would like an Amtrak credit of 19.75 to resolve the issue.

  Business Response

  Date: 08/03/2023

  On July 10, 2023 we issued a voucher for future travel in the amount of $19.75 which the passenger has redeemed.

  TRANSPORTATION VOUCHER DETAIL DISPLAY                                                                                                      

  TRN-VOU#: **********                  TOTAL AMOUNT: $    **** STATUS: USED     
                                                                                 
  ISSUED:  10JUL23                 REFUNDABLE AMOUNT: $    ****                  
  EXPIRES: 08JUL24                 CASE ID: **********                           
                                                                                 
  NAME:  *********/********                                                      
                                                                                 
  PHONE:                      PARTNER ID:                      PNR/CREATION DATE 
                                                                                 
  AGR #: **********                                              9FE152/10JUL23  
                                                                                 
  EMAIL: *********************                                                   
                                                                                 
  ORIGINAL VALUE:   $19.75                                                       
  REDEEMED:    $19.75 EXCHANGED IN INTERNET ONLY,DC ON 10JUL23 AT 0222PM     0910
  END OF DISPLAY