Railroad
AmtrakHeadquarters
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Reviews
This profile includes reviews for Amtrak's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 123 Customer Reviews
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Review fromAlissa M
Date: 05/10/2023
2 starsIn short, the handicap room service was subpar; trying to reach customer service on the phone or email is worse than subpar; Amtrak sucks!! Don’t allow your loved ones to travel in the handicapped accessible room on the Silver Meteor, the attendant call button above the toilet doesn’t work and the attendant is not very friendly or helpful. In fact, after discovering the door in that room was not working and the attendant instructed me to just leave the door unlocked when I sleep. DIDN’T happen! And do not rely on the wifi service because it’s nonexistent! For short rides, I can tolerate using this service but not for long trips!!Review fromChad G
Date: 05/04/2023
1 starI am the owner of a travel agency and Kevin at guest relations has made my time incredibly difficult for an error that was created on their part. He also is trying to charge me $750 a night for a Holiday Inn Express. They refuse to admit their mistake. Kevin refuses to send me to a manager or anything above him. He also is trying to sneak in additional charges. How is this allowed? Guest Relations has no supervision? Never use AmtrakReview fromCindy G
Date: 03/28/2023
1 starAMTRAK cancelled my Train trip home from Colorado to Sacramento CA and Fairfield CA on 4 March and since then I've tried by email and phone messages to get refunded for the train and last minute airline ticket flight to get home. This has been going on now for almost a month. When you want to book an AMTRAK trip they answer the phone right away, but if you have a problem Forget it. Terrible Customer Relations Service.Review fromKelly D
Date: 03/27/2023
1 starTrain cancelled & stranded in Chicago with no other train options 3/25. Had to stay an extra night in the hotel and rent a car to drive back 8 hours 3/26. We spent over $600 to get home when our train tickets were $120 total. We could have flown back home with tickets easily under $150 each if we booked when we initially scheduled the trip. We chose to take the train back home to enhance our journey and have a relaxing journey home. This turned into a nightmare when Amtrak cancelled 3 hours before departure, all other train options were booked or cancelled, all flights were either booked or $500 per ticket and no car rentals were available until the next day. The relaxing train journey turned into an extra $600 expense with 8 hours of driving.
Amtrak was not able to provide any assistance during the day the train was cancelled. Tickets were refunded and told to call Monday when Customer Service is open. Called Monday & waited on hold for over an hour. Customer service offered $100 voucher for use within 1 year & directed me to contact corporate via email for a response in 6-8 weeks. Customer rep advised that they do not have a supervisor when asked to speak with someone above them. Rep advised that only method for going forward is contacting corporate.
I no longer feel comfortable traveling with Amtrak in the future now that I know the customer service response. Amtrak will do nothing or will not provide any assistance if you are stranded. They do not care. Would leave a 0/5 stars if possible.Review fromJacob B
Date: 03/21/2023
1 starI had a Horrible experience riding on Amtrak in December.
The trains i took were Texas Eagle 421 and Texas Eagle 422.
Los Angeles to San Antonio and San Antonio to Los Angeles
To keeps things short, I was treated like trash by employees, The train was filthy and not one employee was seen cleaning/ disinfecting anything the whole 60 hours of riding. People were sick and coughing without a mask. I ended up coming down with covid within a few days of coming home. I was disrespected when asking about fresh air and telling them i felt nauseas,. I was forced to sit next to a diabetic without shoes and rotten feet with opened wounds that smelled horrid and discussing, and when asked if i can move to an empty seat, i was denied. I had to sit in the observatory room with very sick people. It felt like i was stuck inside a mental ward or prison.
I wouldn't recommended taking Amtrak to anyone.
I reached out to Amtrak and they gave me an attitude for wanting a refund and took over 3 months to reply via email
"After looking into it, we have been unable to identify any evidence suggesting that you contracted COVID-19 while on one of our trains. We have not received any other reports of employees or passengers traveling with you having tested positive for Covid-19, or even reporting symptoms of illness."
"However, while we regret the inconvenience, we must respectfully decline your request for monetary restitution."
Is that right? Do you think everyone that has covid stays at home like a good little citizen to protect others, or are going to tell you that they have covid? Unfortunately that's not the case but that's what they are stating.
They completely disregarding the rest of my statement which stated a number of other problems, and give me a generic excuse like "we have no proof"
I provided proof via Facebook and email showing a positive covid test.
They put my 84 year old grandfather at risk who I was visiting with their filthy trains
I will never ride againReview fromMaryann J
Date: 01/22/2023
1 starI am informing you of an incident that occurred to my adult son, James Dennison, who has a disability. Due to neurological impairment, James ‘executive functioning is impaired which impacts transitioning from one situation to another.
On December 13, 2022, my son boarded Amtrak train #98 at West Palm Beach, Florida which departed at 9:47 a.m. and was scheduled to arrive in Savannah, Georgia at 7:37 p.m. James is familiar with riding Amtrak because he has ridden this train many times over the past years, and he has never had an incident. I received a call from the representative at the Amtrak Winter Haven, Florida Station at 4:15 p.m. to inform me that my son was kicked off the train because he was being too loud and there was no other reason given to me by the Amtrak Station attendant. He was not given the option to reboard the train. The attendant stated that the Amtrak Station was closing at 5:00 p.m., and that he would have to leave the station and wait outside. It was dark and raining. He had no money, no cell phone, and no warm clothes. The only option available was for me to drive to Winter Haven and pick him up; I told her that I live in Bluffton, SC which is 360 miles from there. I left at 4:30 p.m. and arrived there at 10:45 p.m.to pick him up. Imagine my horror and heart-stopping fright upon arrival; he was nowhere in sight. I searched the platform and the surrounding area. The station was closed and locked. I called the local police to inform them of the situation. The Amtrak Station is in a remote, unlit industrial area There is no place to eat, no rest rooms, and no shelter. It was chilly and raining. I found my son in a fenced area for trash bins trying to stay warm.
The police arrived; two police and two sheriff deputies. James was put in a profoundly serious, dangerous situation which could have caused major jeopardy. This is a violation of the American Disability Act.
Sincerely,
Mary Ann Jones, Ed.D.
cc: Stephen Gardner, CEO of AmtrakReview fromJay A
Date: 01/11/2023
1 starI have been traveling thru Amtrak for years hoping that it would get better the services are cheap while riding coach but the robbed you In the rooms they are too expensive for the lousy services that they provide this is the last time I ride through Amtrak the time scheduling is artrosis I will travel by plane much cheaper so long Amtrak and good riddance.Review fromBrenda P
Date: 01/06/2023
1 starBrenda P
On January 5th I was looking online for a train vacation when the Amtrak Vacations site came up. First of all I thought this was the company Amtrak. It is not! I was not told that the trip was non refundable or could not be canceled. I was told that there was trip insurance coverage included and that I could cancel this trip for any reason up until 24 hours before the trip began. I paid a deposit of $618. Then I was emailed the itinerary and the disclosures about the vacation including the insurance. Upon reading these disclosures I decided to read numerous reviews about this company. Probably close to 90% were poor. Stories of people being stranded in the middle of the night, etc. I am over 70 years old and do not want to be in a strange city without transportation. I immediately called this company this morning to cancel and explained the reason. I was told by Lee that I could not get my deposit back only a credit for a future trip. Why would I want a future trip when this company has such poor reviews? This company is very misleading!! Just another senior citizen that got ripped off.Review fromChelsea C
Date: 12/29/2022
1 starDay before my train is supposed to leave I receive an automated phone call that my train is cancelled. After being rerouted I’m on hold again for about 15 minutes and then the call just disconnects. I call the 800 number back and am told that because I booked through Amtrak Vacations I have to call a different number. their offices are closed observing Christmas. My train leaves at 7 am and the offices don’t open until 9 am the following morning. I go to Amtrak station NYC and the staff couldn’t even look at rebooking because I booked through Amtrak Vacations. I booked another evening at the hotel I was staying. I finally get a hold of someone in the morning, the next scheduled train would be in 2 more days. because I didn’t purchase the insurance they’d only refund me for the train fare. I paid near $1000 for this trip and the train fare was close to $200. I told her I’d rather try for another Amtrak Vacation while I’m out here. She said she’d look into it and get back to me. I call them back, get put on hold for a half hour, then told I was routed to the wrong department and I will be routed to someone that can help me. I get put on hold again and then after about 15 minutes I’m talking to someone that can help me. He listens to my situation, sounds like he has a plan in mind and then says let me put you on hold while I look into that and then hung up Call back, another 45 minutes to speak with someone. The agent that helped me basically told me they were going to only refund the cash value of the train ticket and offer me credit for the remainder of my money spent that would be good to use for up to a year. I live in Hawaii. The odds of me returning to the mainland for a train trip are nil I basically have to beg him to transfer it all to the NYC vacation so I have accommodations for the next 2 nights. I pay $200 more or lose nearly $800 that I spent booking this vacation.
AMTRAK VACATIONS IS A SCAM. DO NOT USE THEIR SERVICES. BOOK WITH AMTRAK DIRECTLYReview fromAlice H
Date: 12/28/2022
1 starCruel to senior citizens and disabled. I will never support Amtrak ever again. Instead of a warm and loving Christmas, they gave me tears and traumatized senior citizens for absolutely no reason. Appalling behavior.
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