ComplaintsforAmtrak

• Initial Complaint

  08/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 7/28/23, after leaving from San Diego, Train *** experienced mechanical issues from approximately 5:15 p.m. to 8:10 p.m. The conductor instructed time-sensitive passengers to disembark and to contact Amtrak for a full refund. He spoke with multiple passengers in-person to confirm that a full refund would be made. As a result, I disembarked and took an **** to the Los Angeles Airport so that I did not miss my flight. I have tried calling Amtrak twice for a refund, and I am left on hold with nobody to speak with. I have emailed Amtrak, and I have only received an automated reply that my email was received. After reading other BBB complaints, it appears that refund requests go unanswered. I am submitting this complaint so that my request does not go ignored. Thank you.

  Business response

  09/07/2023

  DRT,

  Please see the following resolution emailed to our passenger.

   

  From: ****************************
  Sent: Thursday, September 7, 2023 2:44 PM
  To: *********************
  Subject: Amtrak Response
  
  Dear ********************:
  
  Thank you for your feedback.
  
  We are disappointed that you experienced a service disruption while traveling with us. We can certainly understand the inconvenience and frustration this caused you. Please accept our most sincere apologies for your inconvenience.
  
  I have reviewed your concerns and have authorized a refund in the amount of $70.00 to be credited to the **** used for purchase. Depending on your banks procedures,please allow at least two weeks before this adjustment appears on your account.
  
  Once again, thank you for your feedback. We hope to have the privilege of serving you in the future under better circumstances.
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  ********************** |*************************************************************************************
  Email: *****************************************
  
  Case #: ********

  Customer response

  09/14/2023

  [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

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ticket for 8/7/2023 from Newark, NJ to Harrisburg, PA. The train was #***. After having to turn back due to electrical issues and debris on the tracks, I ended up stranded when the train got cancelled. I have been trying to get in touch with Amtrak's customer service about a refund but they are impossible to get in touch with and never call me back. I paid for a train ride that got cancelled. I deserve a refund.

  Business response

  08/28/2023

  DRT,

  Attached is our resolution emailed to the consumer.

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

  Sent: Monday, August 28, 2023 5:30 PM
  To: ***********************
  Subject: Amtrak Response
  
  Dear ******************:
  
  Let me apologize on Amtrak's behalf for the cancellation of service that you experienced when scheduled to travel with us.  We certainly understand the frustration this caused you.  In spite of our best efforts, service disruptions 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 $67.00 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 a courtesy, we have authorized a Transportation Voucher in the amount of $25.00.? 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 writing.  We hope to have the privilege of serving you in the future.
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  ********************** |*************************************************************************************
  Email: *****************************************
  
  Case #: *******
  

  Customer response

  09/11/2023

  [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

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing about my horrendous trip experience with Amtrak starting on June 28-July 11. On July 1, I had a scheduled segment from New Orleans to Birmingham. This was a fairly long ride, and instead of doing it via train, the segment was done on an Amtrak bus. The bus was not very comfortable, as I have long legs, and it was not the experience that I paid for. In addition, prior to boarding the bus, I attempted to call the Amtrak customer service line to find out more info about the change of plans. The agents were not informed and seemed to know nothing about the change. On July 2, I had a scheduled segment from Birmingham to Charlotte. I received a notification that people would be bussed to ATL and from ATL go to Charlotte. This was a huge inconvenience because the train didn’t leave from ATL until almost 11pm at night while people had to figure out meals and what to do for a 6 hr layover. Again, I also had to ride the uncomfortable bus for 3 hrs, which is niot the experience that I paid for. I also want to add that you could hear the driver complaining on the phone the whole time and complaining about how exhausted he was. Not good to hear when you are a passenger. On July 5, I had a segment from Charlotte to Greensboro. To my dismay, I look up and see black mold forming around the ac units. This is a terrible health hazard and completely unacceptable to expose customers to this. Photos are attached. On July 10, I received notice that my July 11 segment from NYC to Albany was canceled. As per customer service. There were no more available trains out of NYC to Albany until July 14. That was the final straw for me, as I did not want to be stranded and had obligations at home. Thus, I had to pay an unexpected 154 for a flight home. Please refund me 350 for issues on 5 of my segments and paying for a flight that I shouldn’t have had to take to get home. Staff have been unhelpful thus far in getting resolution. Ideally, I would like a full refund.

  Business response

  08/28/2023

  DRT,

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

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

  Sent: Monday, August 28, 2023 10:50 AM
  To: *******************
  Subject: Amtrak Response
  
  Dear ************:
  
  Thank you for your correspondence.
  
  We are disappointed that you experienced cancellations while scheduled to travel with us.  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.
  
  Amtrak provides compensation on case-by-case basis.  In this situation, Amtrak does 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 compensation for your incurred expenses.   
  
  We regret that you are not satisfied with our resolution, we believe the partial refund previously authorized when we spoke is adequate.  On August 16, 2023, an automated credit in the amount of $200.00 was submitted to the **** account by which the Rail Pass was purchased.  This procedure was performed electronically, and no paper credit receipt was generated.  We must respectfully decline your request for an additional reimbursement of your completed travel. 
  
  In addition to our sincere apologies, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $100.00.  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 writing.  We hope to have the privilege of serving you again in the future under better circumstances.
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  ********************** |*************************************************************************************
  Email: *****************************************
  
  Case #: ********
  

  Customer response

  09/11/2023

  [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

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to use my points to purchase a roundtrip fare. Because I was short the required number, Amtrak's assistant/website steered me to purchase 5,000 more points. I did this to bring my total balance up from 11,096 to 16,096 total points. The trip cost was < 15,000 points. However, despite this encouragement to top off my points from Amtrak and enjoy other so-called "select" higher-tiered benefits it was for nought. My receipt shows my total points as > 16,000 but the "system" didn't update and won't allow me to purchase these tickets with points! I contacted the 800 number given to try to resolve this problem and the CSR told me it too bad for me because "amtrak rewards" is closed! CSR Pamela sent me to a survey in which I gave her a negative rating. All of my recent Amtrak trips have involved inordinate delays and rude treatment plus misinformation from Amtrak CSRs. I want a refund for these useless points and I will no longer use Amtrak for my NYP-BOS trips (or any others going forward). The cost of this 5,000 point purchase was $188.50.

  Business response

  08/25/2023

  DRT,

  We attempted 3 unsuccessful phone calls to **************** before sending the following email.

  ********
  Message Date                   8/25/2023 3:49 PM
  Last Modified By               *****************************, 8/25/2023 3:49 PM
  Created By                        *****************************, 8/25/2023 3:38 PM
  From                                  [email protected]
  From Name                        Amtrak Customer Support
  To                                       *****************************
  Subject                            Travel Feedback [#********] [ ref:***********************:ref ]
  Dear ***************************,
  Thank you for your contact. I am sorry I was not able to reach you on the phone today.
  I am sorry to read of the difficulties you experienced during your booking. When purchasing points, it can take up to 72 hours for the points to reflect in your account. During this time the fare can also change based upon availability. Based on the problems you have reported, I have contacted Amtrak Guest Rewards to see if your refund request can be processed.
  It has been relayed to me that the refund request can be made by us here at Amtrak, however it is ultimately up to the company you purchased your points through to approve or deny the request. We have requested the amount you were charged be refunded and as soon as we hear back from Points, I will be in direct contact with you.
  I am in office Monday through Friday, from 8:00 AM until 4:30 PM EST. I check my email periodically throughout the day, please reply directly to this email if you have any further questions or concerns. As previously stated, I will be in contact with you once we hear back from Points.
  Once again, thank you for contacting Amtrak.
  Sincerely,
  ******
  Amtrak Center of Excellence
  

  Business response

  09/05/2023

  DRT,

  We have confirmation from Points and they have refunded **************** $188.50. He was emailed and advised the refund was processed and the 5,000 points will be deducted from his account.  He has not responded to our initial email or answered any of our calls.

  Customer response

  09/11/2023

  [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.  Please note that I did not receive an email notice of reimbursement and the phone calls that were made by Amtrak did not provide for call back. I received voice messages promising further attempts to reach me that were unsuccessful, but I had no way to return a call at my convenience because no return phone number was provided.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Reservation ******: I bought 6 lower lever coach seats and was given upper level for round trip. Train #* was supposed to leave at 3:30am. The first alert I received that the train was going to be late was at 4:09am, 29 minutes after the scheduled departure time. My son and his fiance were traveling with us, and he owns a business and could not take a chance of missing a scheduled workday. They had to fly back one way from Salt Lake City to Columbus. Their tickets were $957. Our train was late the entire trip from Salt Lake to Chicago. It never made-up time although the alerts and the conductors would frequently make false promises of making of lost time. Even running hours behind the crew continued with smoke breaks making the trip further behind. When the train arrived in Salt Lake City hours late the crew was doing things that could have been done during the delay. When we arrived in Denver, we had to add a train car. It took three attempts to hook up to the car. One of the employees was upset and said it has never taken three tries to do this. Another time we were close to a stop and were told that the engine was having problems and had an additional delay. Additionally, we had a passenger not in his assigned seat in front of us that was causing problems for others and coughed and hacked all night long not allowing us to sleep. The train in general was filthy and smelled. The observation car was a mess (photos available) I had to miss a day of work due to the late train costing $352. Our train arrived in Toledo around 3:30am when it was supposed to arrive at 11:39pm. I then had to drive 2 hours home and would not have had sleep to work. The delayed train #* cost me and my family an additional $1,309 just for the plane tickets and day off work. A cash reimbursement of $502.40 (half of round-trip fare) is a reasonable solution.

  Business response

  08/23/2023

  DRT,

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

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

  Sent: Wednesday, August 23, 2023 12:26 PM
  To: *******************
  Subject: Amtrak Response
  
  Dear ********************:
  
  Thank you for your recent feedback.
  
  Our goal is to provide our customers with a safe, clean, and comfortable environment on our trains and at our stations.  We strive to provide excellent customer service and to keep our customers informed and well taken care of even in the event of a service disruption or delay.  We truly regret that this was not your experience.
  
  In spite of our best efforts, routine delays due to operational factors are an unwelcome but unavoidable part of the transportation business. While we do not guarantee on-time performance we make every effort to deliver our passengers to their destinations safely and in a timely manner. We do not assume liability for the plans and commitments of our passengers.  Please accept our apologies for your family's inconvenience.
  
  Amtrak offers compensation on a case-by-case basis. We have reviewed your concerns and must respectfully decline your reimbursement request for your completed travel.  Your understanding is appreciated.
  
  Because we value your patronage, we have authorized a Transportation Voucher in the amount of $200.00.? 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 numbers, amount, expiration date and additional redemption information. ?We hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next tickets.?
  
  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
  ********************** |*************************************************************************************
  Email: *****************************************
  
  Case #: ********
  

  Business response

  09/11/2023

  DRT,

  Please review the following resolution sent to the consumer.

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

  Sent: Wednesday, August 23, 2023 12:26 PM
  To: *******************
  Subject: Amtrak Response
  
  Dear ********************:
  
  Thank you for your recent feedback.
  
  Our goal is to provide our customers with a safe, clean, and comfortable environment on our trains and at our stations.  We strive to provide excellent customer service and to keep our customers informed and well taken care of even in the event of a service disruption or delay.  We truly regret that this was not your experience.
  
  In spite of our best efforts, routine delays due to operational factors are an unwelcome but unavoidable part of the transportation business. While we do not guarantee on-time performance we make every effort to deliver our passengers to their destinations safely and in a timely manner. We do not assume liability for the plans and commitments of our passengers.  Please accept our apologies for your family's inconvenience.
  
  Amtrak offers compensation on a case-by-case basis. We have reviewed your concerns and must respectfully decline your reimbursement request for your completed travel.  Your understanding is appreciated.
  
  Because we value your patronage, we have authorized a Transportation Voucher in the amount of $200.00.? 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 numbers, amount, expiration date and additional redemption information. ?We hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next tickets.?
  
  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
  ********************** |*************************************************************************************
  Email: *****************************************
  
  Case #: ********
  

  Customer response

  09/12/2023

  [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

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The train was delayed for about 6 hours. I understand that you cannot control the weather and the debris that was on the track, however there were trash throughout the train and there were no food available. The bathroom was disgusting. The staff was so unconcerned and unfriendly. This was my first experience on a train and I'm renting a car to come back and I will never rent again. I canceled the train ride returning, they only refunded $220 dollars instead of the full amount $294. My reservation number ******.

  Business response

  08/07/2023

  From: ****************************
  Sent: Monday, August 7, 2023 8:52 AM
  To: *********************************
  Subject: Amtrak Response
  
  Dear ******************:
  
  Thank you for your feedback.
  
  We are disappointed that you experienced a delay while traveling with us recently. We are working hard on a number of fronts to improve our ability to run on schedule. While we do not guarantee in-time performance we make every effort to deliver our passengers to their destinations safely and in a timely manner.
  
  Please accept our sincere apology for the unsatisfactory conditions of upon boarding the Crescent. We are working hard to improve the level of service we provide to our valued customers, and it is distressing to read that we let you down. Your feedback has been shared with the responsible management for review and corrective action.
  
  We have reviewed your request and confirm the Refund Policy applied in the handling of your case is correct. We can certainly understand the inconvenience and frustration this may have caused you. For a complete overview of our refund policy, please visit ****************************************************************.
  
  As an exception, I have authorized an additional refund in the amount of $74.00 to the **** account used for purchase.?This amount represents the penalty previously withheld from your refund of reservation #****CF. Please allow at least two weeks before the credit appears on your account.
  
  Thank you for taking the time to reach out to us with your concerns. Feedback from our customers is important to us, and we have noted your comments for consideration.
  
  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 response

  08/10/2023

  [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

  07/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April of this year I made a reservation for an Amtrak trip to Richmond, VA from NYC. The trip was to commence on 5/22 with the return on 5/24. I asked the reservations agent for a single seat (A seat by itself, a single seat across from the double seats, a one - seater). (These seats are in business class, which I booked.) I don't know how I could have been clearer. I was assured that I could reserve these single seats and was given seat numbers. When I alighted the train in NYC, I didn't see any single seats. I asked one of the conductors and was told the train didn't have any single seats. I had not been told when I made the reservation that some trains didn't have single seating. Because the business class car was very hot that day, I was able to sit alone in a double. row for most of the trip, On my return to NYC, the train did have single seating, but I was told someone else had booked my seat number. Thus, I went to the quiet car and sat by myself. Obviously, my seat had been double - booked. I went to the quiet car and sat alone although I'd paid for business class. When I returned home, I called Amtrak Customer Relations . I was told someone from Amtrak would reach out to me and MIGHT offer some compensation. No one ever contacted me from Amtrak, despite an Amtrak staff member's error.

  Business response

  08/04/2023

  Message
  Details
  1:01 PM | Yesterday
  
  From: Amtrak Customer Support
  To: 
  ********************
  Email Details Dropdown Toggle
  
  Dear *********************,
  
  Thank you for your correspondence. I am sorry I was unable to reach you by phone.
  
  Amtrak has been working hard to provide our passengers with the best possible service. Therefore, we were sorry to learn that your trip was spoiled by the assigned seat you were provided. Please accept our apologies for the discomfort and inconvenience this has caused. Most of the Business Class cars on the Northeast Corridor are 2 seats in a row. We have provided the view of the Northeast Regional Business Class seating assignments, this also includes the tool to modify your seat once travel is booked: Seat Selection
  
  We were sorry to learn that your trip was spoiled by not receiving your business class seat and having to sit in the Quiet Car. Please accept our apologies for the inconvenience this has caused.
  
  In reviewing the history of your reservation, we confirm that your tickets were properly reserved and ticketed for Business Class seating, and we apologize that your request was not honored. Whenever you have concerns with your trip, you should speak with the conductor or other available crew member. Business Class seats are in a dedicated car or section of the train, the Conductor or available crew member will be able to locate another seat for you in Business Class. Going forward, if Business Class is not available based on an equipment shortage or unpredictable event, please have the ticket adjusted. The ticket can be adjusted by calling 1-800-USA-RAIL (872-7245).
  
  You can rest assured that information has been shared with the responsible managers for review and any necessary corrective action.
  
  We understand and appreciate your desire for a refund; however, it is not Amtrak's policy to authorize refunds once travel has been provided. Therefore, we must respectfully deny your request.
  
  However, we would not want an unsatisfactory experience to be your last impression of our service and would like to win back your confidence and support. Therefore, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $120.00.
  
  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.
  
  If you have any further questions or concerns, please reply directly to this email. I am in office Monday through Friday, from 8:00 AM until 4:30 PM EST. I check my email periodically throughout the day and will respond as soo as I see your reply.
  
  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 | AmtrakGuestRewards.com | Help
  
  Amtrak is a registered service mark of the National Railroad Passenger Corporation.
  ref:***************************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I wrote a formal letter to Amtrak which I am providing below and sent the letter on July 14, 2023. We want to make sure our complaints are heard. My husband is almost 74 years old, and we both had numerous issues with our travels with Amtrak. We originally purchased insurance with Amtrak for July 3, 2023-July 5, 2023. However, our trip was canceled twice, in which we were delayed coming home for two days; we were stopped on the train on July 3, 2023, for almost five hours, leaving Ardmore, PA, and going into NYC. We are requesting a $1083.00 cash refund for all the expenses incurred for extra nights at hotel, missed event, and refund for our tickets.In our letter to Amtrak, which was mailed, we sent in copies of all our documentation. I have copies of these and can provide them again if needed. Reservation Number: 9665F1 Please get in touch with us at ********** or by email at *********************** to discuss this matter further. Sincerely,******************* **** (wife) and **************************************** (husband).

  Business response

  08/03/2023

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

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

  Sent: Thursday, August 3, 2023 9:44 AM
  To: ************************* <*********************************>
  Subject: Amtrak Response
  
  Dear *************:
  
  Thank you for your correspondence.
  
  We are disappointed that you experienced a disruption of service and delays while traveling with us.  In spite of our best efforts, disruptions due to operational factors are an unwelcome but unavoidable part of the transportation business.   We can certainly understand the inconvenience and frustration this caused you.   Please accept our most sincere apologies for your inconvenience.
  
  We have authorized a refund of your fare in the amount of $254.60 was authorized to the **************** account used for purchase.  This procedure has been performed electronically; 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, in this situation Amtrak does not provide compensation for 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 request for reimbursement of the additional expenses you incurred.  Your understanding is appreciated.
  
  Once again, thank you for your feedback and comments.  We hope to have the privilege of serving you in the future under better circumstances.?
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  
  Case #: *******
  

  Customer response

  08/03/2023

  [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

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello BBB, I am an Amtrak passenger who has a documented medical condition and travels with a folding bike. On July 18, 2023 on Train ** from Alexandria, VA to Philadelphia, PA, I was confronted with threatening language from a conductor who provided his name as ******. Amtrak has confirmed that folding bikes are considered carryon luggage and that I have the right to travel with one. Conductor ****** used threatening language, including "kicking me off the train." However, neither Conductor Bikram nor his supervising colleague could tell me why I couldn't travel with my folding bike (see photo). I seek a clarification of Amtrak's travel guidelines and a refund of the ticket. Best regards, *******************************

  Business response

  08/03/2023

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

  From: ****************************
  Sent: Thursday, August 3, 2023 10:21 AM
  To: ********************
  Subject: Amtrak Response
  
  Dear ************:
  
  Thank you for your correspondence.
  
  We are working diligently to improve the services we offer to our customers and hope that many will share your interest in train travel.  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 share your comments. 
  
  Only certain passenger cars can accommodate folding bicycles as carry-on baggage. Folding bicycles under the dimensions of 34" x 15" x 48"(860 x 380 x 1120 mm) will be allowed onboard all trains in lieu of a piece of baggage.  For a complete overview of our Bicycle policy, please visit *****************************************************************
  
  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 our customers; we regret that this was not your experience.  A copy of your complaint was previously forwarded to the responsible management of the Northeast Regional for review and corrective action. Please accept our sincere apologies for your inconvenience.
  
  The Transportation Voucher previously issued in the amount of $18.00 was intended as a token of our apologies and an incentive to travel again.  After an additional review of your case, we must respectfully decline your request for reimbursement of your completed travel. 
  
  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

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of 2023 I took a train trip to New York State. I booked round-trip fare in a Roomette. My ride from Chicago to New York was wonderful, but my ride home was awful. This ride home is what my complaint is about. On June 26 I boarded Amtrak train #**, Car ****, Roomette Room #*. When I sat down and took off my shoes my socks got soaked by the soaking wet carpet in the roomette. I called the attendant and he knew the floor was soaked, but said he couldn't do anything. This was awful, since it was an 18 hour train ride where I would be sleeping at some point and of course didn't want to have to wear my shoes the whole time. I complained again and *****, the attendant, laid down towels to keep my feet from the wet floor. Throughout the trip he needed to change the towels several times and the room smelled musty from the wet floor. These roomettes are considered 1st class accommodations, but this ride was far from a 1st class experience. While ***** did all he could to try to make my ride more comfortable, he told me eventually that a bucket of water had been spilled in the roomette, but since the train was full they couldn't move me and knowingly put me in this roomette with a soaking wet carpet. I texted Amtrak from the train and then again when I got home, June 26 and 27, no response. Filed an online request for refund on June 28, no response. Texted July 10 and was told I needed to contact Customer Relations, but I have not been able to get through on the phone. Filed another online "feedback" form July 10 - no response.

  Business response

  08/02/2023

  We spoke with ************ and apologized for the lack of adequate service during her travel. She said she was so excited to get the new sleeping car and was disappointed to come into a soaked room. I offered a $600.00 Transportation Voucher in lieu of a refund in the amount of $310.00. She opted for the refund of $310.00 to the original form of payment.

  Customer response

  08/03/2023

  [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, as long as I actually receive the refund, which has not been given yet. Once the money is in my account I will be satisfied, but as of now I accept this resolution with reservations.
  
  Regards,
  
  *************************
  

*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. ↩