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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  Amtrak

  1819 Morris Ave Birmingham, AL 35203

• 

  Amtrak

  400 S West St Raleigh, NC 27601

• 

  Amtrak

  2200 Main St Kansas City, MO 64108

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:06/27/2025

  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.

  There is a health factor but that is not the reason it is a bbb issue necessarily.I think it is double booking in *********** name is refried ****, I am a childrens book writer and have taken about 45 Amtrak train trips. I occasionally give them positive or negative ************** I took the train from ***** Vermont to nyc and found out ten or twenty minutes before boarding that a 40 dollar upgrade bid was successful and I could sit in business class.They did not assign me a seat and there was one other seated person in the single seat aisle which is better. So I sat down in a choice seat and waited for them to come get my ticket. The young train guy came to verify it was me and I was going to ******** but he never scanned my ticket. I believe this was on purpose so they could make me lose the seat later. That is not fair. I believe they expressed acceptance of my seat choice for the whole 8 hour trip. Near *********** a rude older white conductor suddenly comes to me with another passenger and loudly says I am in his seat and have to move to a different seat. (Next to another person who was perfectly nice.)I said that is not right I was sitting here and he should have to get the new seat.There were no tickets with assigned seat numbers and they made me sound like a social problem on purpose with a rude demeanor as an obvious threat to escalate. So I took my new seat and texted customer service to ask for a refund for my whole trip. at that point I still did not see it as bbb.But I see now it is on purpose and was their way of selling the nicer seat twice. I know it was wrong for them to make me move but I think if they use this method which involves implied accusations and deliberate avoidance of checking tickets it is wrong.The other thing is the way customer service tried to make it sound like our tickets were previously assigned but I know that is not how it works and I gave them a chance to tell me. I asked to show him my ticket he refused

  Business Response

  Date: 07/16/2025

  DRT,

  We spoke with our passenger and  apologized for any inconvenience she may have experienced regarding her assigned Business Class seat. We explained that all Business Class seats are previously assigned.  She advised she was not aware of the policy, so it made her feel singled out for having to move. We apologized that the request wasn't communicated properly; her concerns were sent to the appropriate managers for review and necessary corrective action.

  
  As a courtesy we offered and issued a $50.00 Electronic Transportation Voucher toward future travel.

  Customer Answer

  Date: 07/18/2025

  [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. 
  

  I am mostly assured that the bid up program is not a scam and I felt that the Amtrak people named ****** and ****** were nice to me. I think the voucher is appropriate for what happened and I appreciate the bbb and Amtrak.
  
  Thanks a lot, 
  
  Refried ****
  

  
  

• Initial Complaint

  Date:06/26/2025

  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.

  Today I reached out to get clarification on a fare from **************, ** to *******, ** for today's train. Upon speaking to ***** agent ID #****, I experienced an unprofessional encounter that included a lack of transparency and clarity regarding the fare inquiry as well as gatekeeping efforts, when I escalated the call due to the unprofessional encounter, claiming that a supervisor was not available, after confirming the reason behind the escalation. I still have not purchased the ticket due to this unprofessional encounter. I would appreciate someone from corporate making contact wirh me **** to clarify the rate inquiry and assist with booking the reservation. I have also notified the ************ team of this service failure without any success in obtaining assistance.

  Business Response

  Date: 07/09/2025

  DRT,

  We attempted 3 call on 7/2/25 without success, we were successful speaking with Ms. ********* on 7/7/25, we apologized for her poor customer experience. We advised the we tale all such allegations seriously and would conduct an internal investigation. Customer was adamant that we listen to the initial call with the agent. 

• Initial Complaint

  Date:06/20/2025

  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 am legally blind! Ive had trouble booking reservation because no representative is available when I call to book for myself and my guide dog. Calling an agent, getting a live agent doesnt seem to occur. Just waiting over ***** minutes on my cell phone wearing down my ************ ***** This is ludicrous. This needs to change to help people with disabilities. Not everyone has computer also.

  Business Response

  Date: 07/28/2025

  DRT,

  We spoke with Ms. ****** and apologized for the issues she encountered when attempting to create a reservation and for hold times being longer than her expectation. We explained our new call back feature should she decide to travel again with us again. Ms. ****** also stated the our conductors need additional training on how to handle individuals with disabilities.  Passenger states that she has experienced poor treatment. We apologized and thanked the customer for sharing all relevant information and re-enforced policy regarding ADA.  As a courtesy, we issued an Electronic Transportation Voucher for $150.00.  

• Initial Complaint

  Date:06/20/2025

  Type:Billing 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.

  I have repeatedly unsubscribed from Amtrak marketing emails and they just keep coming. I've contacted customer service, who told me to delete me account, but I do not have an Amtrak account (and this is an idiotic solution if I did!)I have been requesting that Amtrak stop sending me marketing and promotional communications for months and they refuse to stop. I'm at my wit's end!

  Business Response

  Date: 07/28/2025

  DRT,

  We spoke with Mr. Field. He confirmed he does not have an active account with us, we attempted searching email addresses that could possibly be in our system. The only emails located were ******************** and ********************* There is an Amtrak Guest Rewards profile, however the emails preferences are not selected. We advised Mr. Field that  we will send an email to have his request escalated to our ********************* to have him taken off the distribution list. We will confirm once it has been completed. 

  Customer Answer

  Date: 07/30/2025

  [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:06/18/2025

  Type:Order 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 an Amtrak Vacation package with trip insurance through Amtrak Vacations. On our return home, we were not notified of a significant train delay because Amtrak Vacations listed the travel agent's phone number for contact, not mine. They did not respond to calls from Amtrak nor notify us personally of the train issue. We learned of the issue from another traveler and reached out to Amtrak Railways. He said we had two options: find our own way home, or spend the night in the ********* train station (they would not cover a room) then take bus to another destination and take a different train home. Having no other options, we chose the latter. Then then train out of ********* became so late that we would mis the bus transfer. At that point, there was no way to contact Amtrak Vacations because they were closed. We ended up having to pay an additional $300 for a hotel room in ********* because the train is now almost 10 hours behind schedule. We still have no way to get home and risk our car being towed due being unable to return to our starting destination anywhere close to on time. We purchased travel insurance through Amtrak Railways for this trip, yet they are providing us with no assistance nor refund or compensation.

  Business Response

  Date: 07/01/2025

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

  Thank you for your recent correspondence.

  We appreciate your taking the time to bring your concerns to our attention. We are sorry that you were negatively impacted due to a service disruption, and we are disappointed that we did not meet your expectations on this occasion. We strive to deliver a comfortable and enjoyable travel experience for all of our customers and regret that we let you down. At Amtrak, we are continually evaluating customer satisfaction, and the information you have provided is used to help us in our efforts to improve our service.

  According to our records, a monetary refund of your tickets for Train 3 has been issued in the amount of $563.16. As information, Amtrak and Amtrak Vacations are separate entities that maintain a working partnership. We have forwarded your correspondence to our Amtrak Vacations partners regarding your insurance request. Please accept our apologies for the problems you reported and we hope to see you onboard again, under more ideal circumstances.

  Again, thank you for writing.

• Initial Complaint

  Date:06/13/2025

  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.

  Today at I arrived at the ************************* where I learned I had been lied to regarding acceptable forms of payment. I completed my due diligence in 1/2 dozen phone calls to learn about Amtrak policies and rules, as a 1st timerider. ****** assured me I could use multiple forms of payment (ApplePay+debit card). When I asked her if she was absolutely certain,she put me on hold to confirm with a supervisor. ****** returned and assured me again it would be fine. After a three hour bus ride to the station, employee *** stated they DO NOT accept ApplePay. I called and spoke with phone representative Efe E (I can provide her full last name.), also lied multiple times during a 1h 21m phone call where I literally begged to be treated like a human being and not be abandoned by Amtrak in the city where I know no one. I hoped to fulfill a lifelong dream of seeing my country-the 30 day $499 multi ride pass was going to be my answer. I arrived capable of paying this fee using multiple forms of payment, which I was told was fine. I begged for a solution and I heard more lies. Efe E. Said there was no supervisor available for me to talk to, then she said the supervisor could not communicate with me directly because "they were going through changes". Yet for almost 1 1/2hrs the supervisor was chatting Efe while refusing me. I am literally abandoned in a city where I do not know anyone. *** promised me if I call tomorrow morning at 8 AM that there would be a complementary ticket for me. I asked her to prove this with the verification code. She refused. I asked for the Supervisor's full name, she refused. Efe E hung up on me and I cried. ***. *** told me I could "ask other customers for money" and shrugged his shoulders so many times I lost count. Tonight I paid for a hostel to sleep more safely. I don't know what to do. I am stuck in the city where I don't know anyone. How can I trust Amtrak now? Shame on you, Amtrak, for treating disabled seniors this way!

  Customer Answer

  Date: 06/13/2025

  I  have included another photo that demonstrates I left **************** to come to *************************, where I wanted to purchase my 30 day for $199 month pass to see my country.

  I woke up this morning in a city, where I know no one and I don't have the funds to continue staying here at this Hostel. I don't know what I'm going to do. I did not plan on becoming a statistic. I had no idea ticket sales person *** would suggest to me that I go begging other customers for money. I did not sleep well. I woke up crying again. I hope Amtrak makes this right.
  

  I intend to call Customer relations at 8 AM as I was directed to do so by ************ is she claimed there would be a complementary ticket for me. I already disbelieve there will be a complementary ticket waiting for me based upon her refusal to give me a verification code or something, ANYTHING to demonstrate I could finally believe in something I was told by an Amtrak employee.

  Customer Answer

  Date: 06/13/2025

  I called back early this morning as I was directed to Efe E. Yesterday. Today I spoke with ******** #****** and **** #****. Both informed me that there was NO complementary ticket waiting for me as claimed by Efe E. every single employee of Amtrak that I have attempted to gain solution with has been smug, claimed zero ability to help me find solution, and I have literally been abandoned in a foreign city by Amtrak. No one accepts accountability for the erroneous information that left me abandoned here. No one seems to care that Efe E. was fully aware that she was lying to me when she said there was a complementary ticket waiting for me. This has been a very eye-opening experience as well as a de dehumanizing one. Multiple employees have offered me lies, one suggested I go begging for money to other customers, and no one is accountable, including the mysterious supervisor who refused to get on the phone with me and refused to offer me a name and refused to offer me an employee identification number. This is a deliberately established system that allows Amtrak to maintain anonymity of supervisors and planned failure. The system is no accident, and leaves people flailing alone and abandoned. During my one hour 21 minute phone call with Efe E. yesterday, after she refused to give me a verification code or a referral number for this mysterious complementary ticket. I asked her if I could record her promise of issuing me a complementary ticket. She said I could. So I did. Once I began recording, I first asked her to identify herself with her name. She did. Then Efe E. in no uncertain terms, stated she could not repeat the promise of a complementary ticket. I was left dumbfounded. It was then I knew I was being lied to. My phone call this morning, where it was confirmed by two Amtrak employees that I did not have a complementary ticket waiting for me, proved this. Efe E. knew she was lying to me at this point in time. I can only assume this is a standard practice of maltreatment because no one cares that she lied to me and no one is accepting accountability. 
  

  I intend to share my audio recording publicly.

  Customer Answer

  Date: 06/18/2025

  It is now 4:51 AM on Wednesday, June 18, 2025. I am currently in *************, a huge regret considering I already knew how horrible the Amtrak **************** is. As an Older disabled American I have been forced to stand up with my two carry-ons and my personal bag and Declined any work to sit. This is after multiple Amtrak employees told me I could go into the Amtrak ticketed waiting area and sit down in One of the many empty chairs. Not only was I told to leave. They say my ticket departure time although later today is not soon enough for me to enjoy a place to sit. When I asked the lady when can I come back and sit down she refused to answer me and she told me to leave. I asked her again. She again refused to answer my question. So now I don't know when I can sit down I have been up all night standing with heavy bags. This is just another example of the absolute fraud experienced by consumers when one Amtrak employee states one thing and then when I walk over, I find out the other person disagrees totally. I have searched high and low online to find a ticket to ***** **** of rights some sort of consumer rights that I have And I can find nothing. My experience overall has reeked of prejudice and favoritism. By this I mean, not long after I was declined a place to sit, I saw four African-American people enter without question by the lady that refused to let me in neither of them were forced to produce a ticket to demonstrate how long their weight might be, but I'm not African-American - the lady Who refused to let me sit down is - she seems a lot more accommodating to people of her own race. I intend to Publicly share, at every available opportunity, my very first Amtrak experience and all of the things that have gone wrong simply because of the misinformation issued by so many **** employees it's wrong. You guys give yourself the right to make up rules, literally as you go, and if a particular employee decides they don't like a particular ticketed writer they literally have no accountability to mistreat disabled people. I'm still standing on my feet all night long with my bags. I cannot sit down because that's not allowed. I cannot sit down on the chair because I was told I was too early even though the person before that another Amtrak employee said I could I will never ever again look at Amtrak or any of their services. The same way I now know the truth. 

  Business Response

  Date: 06/20/2025

  DRT,

  We attempted 3 unsuccessful callbacks before sending the following email.

   

  From: Amtrak Customer Support
  To: *****************************
  
  Dear ***** ******,
  
  Thank you for your correspondence.
  
  We have received the submission placed with the Better Business Bureau and are happy to find you were able to successfully purchase reservation 0BDB50.
  
  
  Amtrak welcomes feedback from customers, as it helps us focus our efforts on improving service. We recognize that customer service is critical to the ********************'s success as a transportation carrier. We expect every Amtrak employee to treat our customers with courtesy and respect and to perform their duties professionally. We are sorry that your experience was different.
  
  
  Despite our best efforts, there are always those times when communication breaks down and misunderstandings result. Please accept our sincere apologies and be assured that your concerns have been entered into our customer database and made a part of our permanent record. You can rest assured that information has been shared with the responsible managers for review and any necessary corrective action.
  
  Once again, thank you for contacting us. We look forward to serving your travel needs in the future.
  
  
  Sincerely,
  ****** *.
  
  Amtrak ************* Center
  
  Case ID: ********
  
  
  ************************** | Routes & Stations | Deals | Plan a Trip | Help
  
  Amtrak is a registered service **** of the National Railroad Passenger Corporation.

   

  Customer Answer

  Date: 06/27/2025

  [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: 23463517
  
  I am rejecting this response because:
  
  What ****** fails to acknowledge is that I spent TWO NIGHTS at a Sacramento hostel until I ALONE figured out a work-around that allowed me to continue with my plan to purchase a multi-ride pass. The total for each night was $47 (see receipt photos) PLUS the $10 taxi fee to get to the hostel. Amtrak COULD HAVE, and SHOULD HAVE assisted me to find a solution to the erroneous information I received from phone representative ****** who told me I could use Apple Pay. Instead, I received NO help from Amtrak and was left abandoned with only my fading trust and fear of not finding a place to stay. Further, OBVIOUSLY, they did a little research and found out that two full days passed before I was able to find a workaround because they know the date I purchased that $500 multi ride pass. I also know they can easily access my exact location at any point in time while I am on a train. That said, they knew full well that there was no cellular service when they called me - I do not believe for a moment that they thought I had an ability to answer the phone and I believe this was absolutely strategic on their part. It certainly follows the pattern of an absence of accountability (PLANNED lack of accountability).
  

  I will not engage with Amtrak on this matter without the oversight of the Better Business Bureau. Had I heard my phone ring and knew it was them I would not have responded. I want the oversight provided by the Better Business Bureau for the protection they provide consumers and I want my formal complaint to be available for public viewing for any other concerned disabled consumers considering a train ride on Amtrak.
  

  What I have not yet mentioned, because I foolishly hoped for responsible conduct from Amtrak, is the female I spent 1 hr and 21 minutes talking to LIED about a complimentary ticket waiting for me when I called customer relations the next morning. As mentioned previously, I did call as Efe directed me to where I learned NO TICKET was waiting for me. Because I suspected Efe was LYING when she made that promise to me, and because she refused to offer me a verification code for the promised complimentary ticket, I ASKED HER IF I COULD RECORD HER PROMISE. She agreed and I did. 
  

  I am SO glad I have that audio recording now because it ends with another clear indication of ABANDONMENT when Efe hung up on me as I begged her to help find me a solution. 
  

  ****** deliberately began her response with a comment about me successfully getting on the train.

  I will end my comment by stating very clearly that, yes, I did get on the train with absolutely no help from Amtrak with the problem they so comfortably left on my lap for me to figure out alone. 
  

  ACCOUNTABILITY MATTERS TO ME. 

   

  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/11/2025

  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 contacted Amtrak regarding a refund for delayed train resulting in me driving in order to make a business appointment. The train was scheduled to depart 6/5/25 at 7:*****. **************** stated the train left at 7:22 therefore was not eligible for a refund or credit I have texts from Amtrak received on that day Reservation Number - F28C2B **************, ** to **********, ** - ************* (Round-Trip)JUNE 4, 2025 Billing Information Apple Pay (Purchase)Visa ending in 8754 Total $93.00 Purchase Summary - Ticket Number ************* TRAIN 86: **************, ** to **********, ** - ************* (Round-Trip)Depart 7:02 AM, Thursday, June 5, 2025

  Business Response

  Date: 06/20/2025

  DRT,

  
  We attempted 3 callbacks before sending the following email.
  

   

  Dear ***** *******,
  
  Thank you for your correspondence.
  
  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 on time.
  
  Given the circumstances, we will authorize a refund in the amount of $93.00. This will be credited back to the original form of payment used to make the Amtrak purchase, which was an ***** Pay account. The refund can take 3-7 business days to reflect on the account.
  
  Once again, thank you for contacting us. We look forward to serving your travel needs in the future.
  
  Sincerely,
  ****** *.
  
  Amtrak ************* Center
  
  Case ID: ********
  Customer Feedback
  
  
  
  Thank you,
  
  ****** ********
  Associate | Customer Relations | ************* Center
  ********************** | *******************************************************************
  Email: ************************************** | Lead Phone: ************/7948/7719

• Initial Complaint

  Date:06/11/2025

  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 son Zion Dublin traveled on Amtrak June 4th from **********,** to **********,**. He was originally on the 9:05am train(Reservation #F015D7). He contacted me around 11:30 & said he fell asleep in the Food cart and a Conductor woke him up which startled him & asked him to return to his seat. My son asked what about the other passengers in the food cart who hadn't returned to their seats. The conductor warned my son that he wasn't going to repeat himself and said if he didn't comply he would make him get off the train in **. Words were exchanged and he told my son he had to get off the train. My son asked if he could at least get his bags - 3 in total..2 duffle bags which literally had the only clothes & personal items he had to his name and his personal bag which had his food, phone chargers, a photo album I gave to him as a gift right before boarding the train. The conductor told him he would ensure his luggage was delivered to **********. My son was able to book a ticket on the next train which was for 6:30pm that evening which supports the fact that my son even if participated in an unnecessary verbal exchange, he wasn't a threat or hadn't violated any of the rules as a passenger which prohibited him from being issued another ticket. My son was stuck in ** for 7 hours without chargers and limited money which left him pretty distraught.He was able to take the 6:30pm train and arrived at 2am on June 5th but his bags did not. I had already filed the lost baggage report and later that day I spoke with representatives from both ********** and ********* but his bags have still not been located. I don't dispute Amtrak's conductors right to remove my son from the train if he didn't comply to a request but at the moment the conductor ensured my son would still get his luggage and it didn't make it to the destination. My son suffers from depression and anxiety and I believe the conductor was extreme but since he ensured delivery his items should be replaced. Traumatized

  Business Response

  Date: 06/23/2025

  From: *****, **** B
  Sent: Monday, June 23, 2025 9:41 AM
  To: ************************** <***********************************>
  Subject: Reply from Amtrak, Case #*******
  
  Dear ***** ******-******,
  
  We are in receipt of you claim made with the Better Business Bureau.
  
  We are sorry to learn that your son was removed from the train recently. Each train has a Conductor who oversees it. The Conductor is responsible for maintaining smooth operation of the train. At the discretion of the Conductor passengers may be removed from the train with the assistance of Amtrak Police or the local police when warranted. We regret such an occurrence. There are several reasons that it may occur. We regret that this happened to your son. If more information is needed, you will be contacted.
  
  While we can certainly sympathize with your frustration and desire for restitution, Amtrak does not accept liability for items that are not placed in our checked baggage service. We hope that you will understand that as passengers do not register carry on items with Amtrak, we can accept no liability for such items. Even if passengers have received assistance loading it on or unloading it off a train or bus, Amtrak disclaims liability for carry-on baggage.
  
  We understand that you have created a Lost Item Report through the Amtrak Chargerback lost-and-found system. While we have not yet located your items, please be aware that the missing items report is still active in our system and we are currently still searching for your sons lost items. If they are located, you will be notified using the contact information provided to the lost-and-found Chargerback system. Once thirty days has transpired and the items have not been located, they will be marked as officially missing.
  
  As information, we have found that under certain circumstances, those who carry homeowners' or renters' insurance may be covered for such losses under their policies. We suggest that if you have this type of policy that you contact your company agent.
  
  Again, thank you for your contact. We hope to serve you again under better circumstances.
  
  Sincerely,
  
  **** *****
  Customer Relations Specialist, Office of Customer Relations
  ********************** | ************************************************
  Email: *************************************

• Initial Complaint

  Date:06/10/2025

  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.

  First time Amtrak users. Website says FOUR different times that seats recline in coach. We drove 5 hours, paid to park in your lot, to board ************** to ******* simply to break up our 10 hour drive and have a fun adventure. Was told by a friend who rides your trains often, how comfortable the reclining seats are and how great your trains are. The train we were on had ZERO reclining seats, not in coach, not in business class and not in the snack car. They were barely padded, upright with little leg room. FOR FIVE HOURS. My back aches for two days of my vacation from these torture seats. My 18 year old sons back was hurting after 5 hours as well! Spent hours on the phone arguing with Amtrak staff. Kept being told that the seats do recline, when 100% they do not. Finally someone said the commuter train doesnt recline. I would never had booked this had I known, as again, your website says four times that coach seats recline. I have screenshots of all of this. No one was helpful regarding my return trip and a solution to get back to my car which is sitting in your paid lot. I was offered at one point to pay an additional $125 to move to a long haul train with reclining seats. Why should I pay extra for something I was promised at original booking? So disappointed in your customer service. This is false advertising as well, which is illegal, I will point out. Oh and the wi-if was non-exisitant as well so couldnt use that to take my mind off being so uncomfortable. What an awful experience!

  Business Response

  Date: 06/16/2025

  DRT,

  We apologized to Ms. ******** that the substituted commuter equipment on which she traveled did not have reclining seats. Along with our apology we issued an electronic Transportation Voucher for $100.00 towards her future travel.

• Initial Complaint

  Date:05/31/2025

  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.

  5/31/2025 Thank you for your time. Planning a summer trip on Amtrak and purchased gift cards to do so at my local wholesale club. This club only sells the gift cards in $50 increments and my trip is around $3000. So for the trip I purchased 60 Gift Cards. I tried to book online, but the computer would not accept that many. I called to book by phone and they said they wouldn't accept that many that way either for my transaction. I have booked this way previously in the past with many gift cards I have scoured the gift card rules and this is never stated anywhere that there is a limit per transaction. I believe this is not allowed and would like help fixing this. Thank you!

  Business Response

  Date: 06/09/2025

  DRT,

  We spoke to Mr. ****** on 6/6/25, we created two reservations for the passenger. PNR's *****A & 010AB3, pending payment.  Mr. ****** agreed to email into ****************************** all of the Gift Card numbers to applied to the reservations on Monday, 6/9/25. 

  Customer Answer

  Date: 06/11/2025

  Company has been working with me to resolve the issue. Thank you!

  Customer Answer

  Date: 06/11/2025

  [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,
  
  ****** ******