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Business Profile

Transit Lines

Amtrak Auto train

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Transit Lines.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Employee *********************** was working as a conductor in *********** ******* when I got on the Amtrak train I was going to ***************. I didn't have a problem with him until I was trying to ******* the train. At which time the man started yelling and screaming that my toolbox isn't allowed and he started asking other employees who allowed me to get on the train I should have been h*** that *********** and not been allowed to get on the train at all most people that have odd size luggage are able to check in there luggage but this man decided I shouldn't be able to ride the train at all because my luggage is odd it's a toolbox I've used the toolbox on the Amtrak train in more than six other states as I tried to explain to the man that I've had it in six other states he started to yell and scream screaming over top of me so I couldn't be heard making it obvious that the man was unwilling to listen and he was unwilling to be professional. He decided that he was going to change the policies of amtraks announcing how many years he's been a conductor. That's very concerning that this man has been doing it for so many years and I'm sure I'm not the only victim he was combative he was threatening I couldn't talk to him not in a professional manner or not otherwise. he plans on filing a complaint and saying that I shouldn't be allowed on the amtraks simply because I have a toolbox not because I've actually done anything wrong in the manner in which he has threatening the writers is not okay they're trapped on the amtraks they have no where to get away from I'll come bad if employee

    Business Response

    Date: 02/21/2024

    From: ****************************
    Sent: Wednesday, February 21, 2024 1:29 PM
    To: *********************
    Subject: Amtrak Response

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

    Thank you for your feedback.

    We are working diligently to improve the services we offer to our customers and hope that many will share your interest in train travel. ******** 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. 

    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 of our customers; we regret that this was not your experience. A copy of your complaint was forwarded to the responsible management for review and corrective action. Please accept our sincere apologies for your inconvenience.

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

    Sincerely,

    ******************************
    ******** ********************* ****** of ******** Relations
    ********************** | *************************************************************************************
    Email: *****************************************



    Case #: 06720375

  • Initial Complaint

    Date:01/06/2023

    Type:Product Issues
    Status:
    Unanswered
    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 November 12th, 2022 and now on January 6th, 2023 Amtrak Autotrain failed to provide services that I paid for. I paid for a roomette which includes dinner, neither of which was received. The trains were late over 3 hours both times and no compensation was provided either time.

    Customer Answer

    Date: 01/09/2023

    ***Document Attached***
    Amtrak also damaged my vehicle. When I attempted to report it on 1/7/23 at Lorton, VA we were told to get back in the vehicle and keep moving. I proceeded to report it via the Amtrak app.
    See Attachment/File* *****************************************

  • Initial Complaint

    Date:12/27/2022

    Type:Product Issues
    Status:
    Unanswered
    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 MADE A RESERVATION FOR MY SON TO COME ON DECEMBER 20, HE WAS SICK AND COULD NOT TRAVEL, SO I CALLED AMTRAK AND CHANGED THE DATE TO DECEMBER 24TH, THE AGENT CHANGED THE DATE, BUT MISTAKENLY PUT THE WRONG CITY, THE BUS AND TRAIN WAS LATE AND CAUSED A NEGATIVE DOMINO EFFECT. I CALL TO HAVE A MANAGER CALL ME, TO NO AVAIL

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