Reviews

This profile includes reviews 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

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  Amtrak

  60 Massachusetts Ave NE Washington, DC 20002-4285

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  Amtrak

  1 Raymond Plaza West Newark, NJ 07102

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  Amtrak

  400 S West St Raleigh, NC 27601

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  National Railroad Passenger

  255 S. Canal St. Chicago, IL 60612

Review Details

• Review fromMirya W

  Date: 05/08/2024

  1 star
  I'd like to start by saying that I am permanently disabled. When I called to make my reservations, I mentioned that I need wheelchair service and I requested LL seating. The representative that booked for me, assured me of LL seating. Upon arrival at the station, the teller mentioned that he couldn't find my tickets and wheelchair assistance wasn't on the account. Maybe an hour or 2 into the ride, the toilets and sink weren't working. So I and others had to walk to the next car just to use the bathroom. Arrival in *******, no wheelchair and I was pointed in the direction of the Red Cap seating. There are no restrooms in that area)! When I get to the train, the attendant who scans the ticket asks if I'm LL or UL. He looks at my ticket and says that I'm UL. I say that I have trouble with stairs and he replies in a threatening tone "You either do the stairs or book another train!" I am sensitive to elevation, so an hour into departure, I start to swell up. I notify the attendant that scanned the tickets, he cuts me off and tells me to call Customer Relations. She then exclaims "They know the procedure." As the same attendant walks by, (I'm still on the phone), I tell him what the rep says and he sharply says , "We are working on it!" Which was a lie because for 20+ hours I was in that same spot and no one came and spoke to me about moving or another space being open! A few hours in, we hit a train delay that set us back maybe a couple of hours. Soon thereafter, they made an announcement that checked bags were put on a different train. The closer we got to NM, someone made an announcement over the speaker that there had been an accident on the tracks and we would be delayed again, before we pulled into the station, the final announcement was made to grab our belongings, head to the desk in the station and we will be issued a refund. Because of all the delays, and the foolishness with the refund line I missed a day of the event that I paid for and was non refundable.

• Review fromKAREN KATHLEEN B

  Date: 04/04/2024

  1 star
  This 2d + trip from Den to LA was disgusting. a few minutes of traveling everyone in the same car spoke out loud as to why the train was going backward? ?
  Even the conductor, Mike made a comment that he couldn't believe this car was on wrong!
  Its like being trapped on a bad carnival ride! For Days!!!!
  Day 1 - passengers experienced confusion- just closed their curtains to try sleep. So now everyone is in a dark car/box going backwards! some passengers got up and went upstairs. I'm not sure what they did up there but they returned the next Day 2.
  I just could not concentrate on anything! I tried to sleep but I could see light flashing through the cracks of my window curtain.
  I was hit by 2 cars while walking across a street, in the hospital for months, I need more serious surgeries. I don't see well. I try not to fall and don't do stairs. I have letters from my doctor. I also have a wheelchair that was on this " black box" train car with me.
  Finding the bathroom made me dizzy. grown men were hiding fully dressed in the bathrooms! I never knew if it was day or night! now I'm questioning my safety!!! OMG
  everyone had left and gone upstairs. I have photos of empty seats.
  New passengers -conductors allowed them to change their seats for something upstairs. A mom with 2 kids were experiencing nausea.
  A woman left not feeling safe AND LEFT FOR UPSTAIR
  Add a time change to complete the most bizarre and disorienting experience I have ever had traveling!
  Firstly,
  It took an hour + for the Den.Union Station to figure out the "codes" to get me a ticket!
  Train was late! I stayed at the LA Union Station with security guards!
  The train was late the last time I traveled because of suicide clean ups on the track!
  I am reporting my distressing Amtrak experience to my doc.
  I called Cust. Service and got someone completely incoherent and rude.
  I am requesting full compensation on my fare within 30 days.
  Sincerely,
  Karen K******* Grant B*****
  ************  text

• Review fromHenrietta W

  Date: 03/11/2024

  1 star
  This is the worst experience I have ever had on vacation. The train we were on was supposed to be a 36 hour trip from Seattle to Los Angeles. The train hit two people in less than 24 hours. We were not allowed to get off the train nor were we given a credit for delays that exceeded more than 7 hours. We missed the hotel service because we were delayed so long for both incidents. I wouldn’t have wrote this rating but not being reimbursed is ridiculous.

• Review fromJohn U

  Date: 02/01/2024

  1 star
  Amtrak arbitrarily cancelled train #794 from LA to Anaheim at 10:20 pm on 2/8/24 and gave me no option but to refund my $14 fare. There is no alternative transportation out of Union Station at that time of night other than Uber or Lyft...estimated cost $80. I purchased trip insurance and the person at Allianz couldn't tell me if the policy covered this kind of disruption...just that I could submit the claim and "see what happens." This situatuion bothers me because there appears to be no physical reason that my trip was cancelled. There are four trains travelling this route earlier in the day. Further, it bothers me that Amtrak does not provide alternative means for passengers who are in the same situation I find myself.

• Review fromMatt D

  Date: 01/22/2024

  1 star
  Horrible. Customer service said they could change my train so I ubered to the train station. When I arrived they said the ticket incurred a error and they couldn't exchange the ticket. I ended up ubering home. Lost out on $25 because of their customer service. Worst part is, Amtrak isnt regulated by the DOT so they have no regulatory oversight for unfair practices. Horrible.

• Review fromDee E

  Date: 01/18/2024

  4 stars
  Our train was cancelled (out of Chicago Union Station) because of extreme wind chills and snowy weather in mid- January (2024). Amtrak did everything to make us comfortable and make sure we were taken care of.
  We were quickly given hotel vouchers to a very nice downtown Chicago hi-rise hotel, along with 40 dollars worth of food vouchers. The hotel was ready for us when we arrived on a free shuttle Amtrak provided to take us from the train station to the hotel. We were also shuttled back to Union Station the next day. Amtrak provided free snacks for us on the shuttle and all of the Amtrak employees we encountered were helpful, patient, and very efficient under very stressful conditions.
  Amtrak completely took care of us. Our tickets were quickly reassigned to the next train going home.
  I think if we'd taken a plane trip, we might have had to spend the night in an airport terminal or pay out of pocket for a hotel. We had zero out of pocket expenses. Amtrak completely took care of everything and answered all of our questions.
  We love Amtrak and will ride with them again.

• Review fromDawn L

  Date: 01/16/2024

  1 star
  Worst travel experience ever! We booked a Roomette round trip from Austin, TX to Chicago, IL….a 29 hour trip each way. The cost was a little over $1100.00. When we boarded in Austin we were told that the bathrooms in the sleeper cars did not work. The car attendant said they “hoped” they would be fixed in Dallas (4 hours later.) They did get fixed and we thought all was well. About 9pm that night the sleeper car was getting pretty cold. By the morning, we were freezing. Turns out the heat went out and they didn’t know how to fix it! When we arrived in Chicago, another Amtrak employee told the conductor how to fix the issue…for us, it was a bit late as we froze all night long! The return trip went from bad to worse. Our train was canceled due to weather. Ok…I get that! When we called to re-book, we were put in coach (for 29 hours) although we had paid for a Roomette! Amtrak was not at all concerned and basically said “Oh well…call customer service to complain.” We were given a number which turned out to be Amtrak’s lost and found department!! We showed up at Amtrak’s station in Chicago to find the train was further delayed. Not weather this time…several things were wrong with our train. They fixed the issues 2 1/2 hours later. Again, Amtrak seemed like they couldn’t be bothered with our concerns. We called customer service about a refund and they said that although we had paid $550 for the return trip in a Roomette they could only compensate us for $125.00!! Apparently that was policy! Amtrak by far was the worst travel experience I have had. DO NOT book with them unless you have no other options. We talked with a few other passengers who had similar experiences. You pay for something (Roomette) and they put you in coach and do not refund you! Drive if you can but do not take Amtrak! You will regret it!

• Review fromLauren K

  Date: 01/16/2024

  1 star
  The conductor kicked me off for trying to tell him someone may have a weapon. He yelled at me & called the police. I am not sure why this was ever necessary because Amtrak's policy is "if you see something suspicious, say something." The conductor should not have done this to me because I really didn't do anything wrong. He got me stranded for months and put me in danger. Attendants on trains harass me & try to get my attention when it is unwanted. One of them sat down next to me expecting socialization. I had a private room on a train another time. They already scanned my ticket and someone started knocking on my room door without saying they were from Amtrak. I thought whoever this was was trying to rob & hurt me because they never said they were from Amtrak. I refused to unlock my door and they tried to break in with a crowbar & unlock the door with a piece of wire. They stopped the train and were throwing things at the train outside and yelling. Why would police & Amtrak use all these tactics to break in? They somehow finally removed the entire door to my room & I was afraid they were robbers who would kill me. There was a sheriff & I showed him my ticket. He told me to get off & I obeyed. The police took me by ambulance to a hospital and I didn't need to be there. I told them this & they took me to a homeless shelter after police harassed me more & more. I was then stranded after I paid a lot for my ticket. I spent the night in a shelter because of the stupid police. I showed them my ticket & just misunderstood who was there. They never identified themselves. The police later made excuses when I complained & said it was all my fault. If they needed confirmation of my ticket, why couldn't they ever have said who they were? I already had it scanned anyway & showed them. I wish you would have treated a good customer way better, Amtrak. I really didn't do anything & you ruined my trip for no good reason.

• Review fromJace D

  Date: 01/15/2024

  1 star
  Tried to take a day trip to Seattle. They canceled our return train when we were already in Seattle. The email notification said "other transportation is available." When we got to the station, an agent said they had no other options. We live in Olympia and needed to be home because we had work the next day. They didn't offer us a hotel or transportation home. It was below freezing outside and they left us with no where to go. They said that customer service might get ahold of us in 72 hours, which does not solve the problem that we have no money, no where to go, and no way home. What are we supposed to do?

• Review fromkathyr

  Date: 01/10/2024

  1 star
  My complaint is about the offer of the Amtrak Rewards Mastercard, along with First National Bank of Omaha.
  ** I was buying tickets on the AutoTrain. At checkout, they offer the Rewards card, saying if instantly approved, it would be $100 off today's ticket, plus 20,000 points after 3 months if I spend $1000 in those 3 months. So I applied.
  Shortly after, I received a notice via my personal bank that my credit history had been pinged.
  ** But I could not complete the purchase without the number of the new credit card i'd just applied for. I waited many hours.
  Finally, because I really needed to buy the tickets today, I used a different credit card.
  ** When the email confirmation of the new card finally arrived, the whole number was not in the email (of course), and it said the physical card would arrive in 7-10 business days. That's not useful for purchasing tickets today!
  ** I called the company, First National Bank of Omaha. All they could say is that I was not instantly approved.
  With an extremely high credit rating, I should have been approved easily.
  ** I feel like this was a BAIT-and-SWITCH:
  an offer of perks, but in reality, those don't exist right away as they SEEM to promise.
  One of the webpage offers even says "Get approved in as little as 30 seconds!" ( I have screenshots)
  I wonder if I did not get approved "instantly" -- with a super high credit score -- if ANYONE actually gets approved in time to use the card right then for that purchase.