Business Profile

Railroad

Amtrak

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Complaints

This profile includes complaints for Amtrak's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

430 total complaints in the last 3 years.
141 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.

Initial Complaint
Date:01/20/2025
Type:Sales and Advertising 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 booked a train tricker Monday January 20 for 307 pm. The company did not list anywhere on the site that the location Id be going to had construction going on or that the location had changed. The lack of information caused me to miss my train. I tried to receive a credit to book in a different day and was told I could not be helped and had to purchase another ticket. I missed my train due to lack of information from the business and the refused to help and would not get me a supervisor. I was not running late or simply missed my train the information provided was incorrect.
Business Response
Date: 01/28/2025
DRT,
We apologized to Ms. ****** for her inconvenience and at her request we issued an Electronic Transportation Voucher for future travel.
Customer Answer
Date: 01/28/2025
[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:01/17/2025
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 scheduled a train from *** to CHI for January 22, 2025, with a return on January 27, 2025. The total I spent was $82. My train was cancelled, and I was offered a reschedule at no additional cost. I never received a receipt showing my reschedule after completing it. On January 17, 2025, I received a phone call saying that ALL trains from January 20, 2025 to January 24, 2025 were cancelled, and I would be issued a refund. I requested an alternative train instead of a refund. I was reminded that there were no alternative trains, and that the refund was mandatory. The customer service agent also told me he had limited time since he had to make many of these calls, so I did not have time to ask him questions. He issued the refund without my permission. I then checked the AMTRAK website, and found that my train was, in fact, scheduled to happen. The difference is that now, my tickets which I had bought are at nearly double the price I paid, and I would have to pay upwards of $160 for the same trip that cost me $82. Again, my tickets were cancelled without my consent.
Business Response
Date: 01/29/2025
DRT,
We believe this issue was resolved on 1/17/25. Mr. ***** spoke with Customer Relations and we modified his travel reservation and honored the original fare. We attempted to contact Mr. ***** to verify, however we were unsuccessful in our attempts.
Customer Answer
Date: 02/10/2025
The issue is not resolved. Amtrak has emailed me in response to the issue and said "we don't consider this to be a problem because you eventually got what you paid for." The issue with this is that I had to continually call Amtrak and complain in order to get what I paid for - I purchased a round-trip ticket, which they cancelled without my consent, then when I called to complain they gave me a one-way ticket at the price of that round-trip ticket, then I had to call to complain again in order to have my fare honored and put on a second train. During this entire process, customer relations routinely told me that there was nothing they could do, and that I'd simply have to buy tickets again, but considering that my first ticket was cancelled without my consent, that gave me no confidence that I'd actually be put on a train. Ultimately, what was supposed to be a vacation was filled with stress and spending several hours a day on the line with customer relations just to get home.
Initial Complaint
Date:01/10/2025
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.
On December 25 went to ******** to ***** train hit a car stuck ********************************************************************************************************************************** toilets some shut down To help from Amtrak employees
Business Response
Date: 01/28/2025
From: *****, *******
Sent: Tuesday, January 28, 2025 11:10 AM
To: ************************
Subject: Amtrak Follow Up - Case 7099313

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

Thank you for your recent email to the Better Business Bureau. I am responding on behalf of the Corporation.

We are writing to apologize for the issues that you experienced during your recent trip with Amtrak. We recognize that your travel experience did not meet our usual high standards. We take all customer complaints seriously and we are disappointed to hear that we did not meet your expectations. Your concerns have been forwarded to the appropriate managers for review and corrective action to ensure that similar issues do not occur in the future. All of this notwithstanding, the fact remains that we let you down, and we again apologize.

Our records indicate that you were provided a full refund of your round trip ticket. In addition, you were given a $300.00 Transportation Voucher. The Transportation Voucher is being held electronically and can be redeemed on **************************, by calling **************, or 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: ***************** Kindly review the terms and conditions for use. It will include the Transportation Voucher number, amount, expiration date and additional redemption information.

After reviewing your concerns, I must respectfully decline to offer further refund or compensation as you have requested. While I cannot accommodate your request, I do hope that we see you on board again soon.

Once again, thank you for reaching out to us.

Sincerely,

******* *****
Customer Relations Specialist
********************** | Office Of Customer Relations | ************************************************
Email: ******************************************************************************

From: *****, *******
Sent: Monday, January 6, 2025 5:31 PM
To: ****************** <************************>
Subject: Amtrak Follow Up - Case 7099313

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

Thank you for your recent email.

Let me apologize on Amtrak's behalf for the delays and service disruption that you experienced when you traveled with us. We certainly understand the inconvenience and frustration this caused you. The delays were beyond Amtrak's immediate control. In spite of our best efforts, delays are an unwelcome but unavoidable part of the transportation business.

Please also accept our apologies for the problems you experienced with mechanical issues and cleanliness. Amtrak's first priority is to provide safe, clean, reliable and efficient transportation. We have concentrated our efforts on expediting repairs to equipment, rails and rights of way. Our progress thus far includes major overhauls of sleepers, coaches, locomotives and track. We are committed to bringing our equipment and services to the level of comfort that our passengers have come to expect and will continue to work toward that goal. All of this notwithstanding, the fact remains that we let you down, and we again apologize. Your email has been forwarded to the appropriate managers for review.

After reviewing your concerns, I must respectfully decline to offer a refund for the out of pocket expenses you have requested. However, out of consideration, I have authorized a full refund of your fare as a one-time courtesy. In addition to the $481.95 you were refunded on January 2, 2025, another automated credit in the amount of $150.45 was applied to the **** account used for the purchase of your tickets. This procedure has been performed electronically, and a paper receipt is not generated, but you can expect the refund to be posted to your account within 10 business days.

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. To underscore our apologies, I have authorized a Transportation Voucher in the amount of $300.00. The Transportation Voucher is being held electronically and can be redeemed on **************************, by calling **************, or 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: ***************** Kindly review the terms and conditions for use. It will include the Transportation Voucher number, amount, expiration date and additional redemption information.

Once again, thank you for writing.

Sincerely,

******* *****
Customer Relations Specialist
********************** | Office Of Customer Relations | ************************************************
Email: ******************************************************************************

Business Response
Date: 02/05/2025
From: *****, *******
Sent: Tuesday, January 28, 2025 11:10 AM
To: ************************
Subject: Amtrak Follow Up - Case 7099313

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

Thank you for your recent email to the Better Business Bureau. I am responding on behalf of the Corporation.

We are writing to apologize for the issues that you experienced during your recent trip with Amtrak. We recognize that your travel experience did not meet our usual high standards. We take all customer complaints seriously and we are disappointed to hear that we did not meet your expectations. Your concerns have been forwarded to the appropriate managers for review and corrective action to ensure that similar issues do not occur in the future. All of this notwithstanding, the fact remains that we let you down, and we again apologize.

Our records indicate that you were provided a full refund of your round trip ticket. In addition, you were given a $300.00 Transportation Voucher. The Transportation Voucher is being held electronically and can be redeemed on **************************, by calling **************, or 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: ***************** Kindly review the terms and conditions for use. It will include the Transportation Voucher number, amount, expiration date and additional redemption information.

After reviewing your concerns, I must respectfully decline to offer further refund or compensation as you have requested. While I cannot accommodate your request, I do hope that we see you on board again soon.

Once again, thank you for reaching out to us.

Sincerely,

******* *****
Customer Relations Specialist
********************** | Office Of Customer Relations | ************************************************
Email: ****************************************
Customer Answer
Date: 02/15/2025
Sorry I was sick in the hospital Im not satisfied we lived with no washrooms working for over 10 hours no food no water it was horrible staff couldnt care less only complained they wanted to go home
Customer Answer
Date: 02/15/2025
I also requested a call from the CEO or his email and still no response Im sure he is not aware of what really happened
Initial Complaint
Date:01/09/2025
Type:Service or Repair Issues
Status:
UnansweredMore 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 train was delayed 3 hours on the track due to a trespasser incident in which our train killed 2 people on the tracks. The delay was longer than 3 hours and according to Amtrak regulations any delay longer than 3 hours is eligible for a full refund. The other concerns on this train for me was that when the train reached ******* ******* my service assistant for my roomette left with my suitcase and did not wait for me. I am disabled and required extra assistance and that was noted on my ticket. A passenger on the train helped me down the steps and to the other side where the attendant was sitting with my bag. When I got off the train NO ONE could tell me where to go to get my bus to *************** to meet my son. There was NO ONE in the ticket office of the station to assist AT ALL. I was shocked at how POOR the entire organization was. Finally someone came up in a golf cart and came to get me. My bus got me to my son 3 hours late for the holidays. My son works long hours with *** and it made it harder for him to get to work the next day due to lack of sleep. I was only offered a 150 dollar voucher for the entire debacle. I want a full refund! ***
Initial Complaint
Date:01/09/2025
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.
Hello,I am writing to express my dissatisfaction with Amtrak's service, particularly concerning efficiency and customer communication. Today's experience with Train 393, scheduled from ******* to ********* at 4:05 PM, exemplifies ongoing issues. I was scheduled on Train 393 reservation number DBDBFF departing from ******* to ********* at 4:05 PM. Roughly 30 minutes before departure, an announcement stated the train was delayed by about 40 minutes. After a 40-minute wait, we were allowed to form a line to board. Then, a further delay of an hour was announced. We waited again, with some resorting to sitting on the floor. As we waited in the line, they continued to announce multiple delays, different times, Now, they've announced an indefinite delay, directing us back to the Great Room to wait, with no other trains departing today. At 6:22 PM, I'm still waiting without any information. The delay, attributed to technical issues, raises the question: why was this not identified before our departure time? I have an important training tomorrow morning and the lack of communication and the unsatisfactory handling of this delay are unacceptable. I'm seeking a refund for this inconvenience, in addition to $10 baggage check in.WD
Customer Answer
Date: 01/22/2025
A few days after my BBB complaint, Amtrak responded on January 12, saying they would send a voucher to my email within the next 5-7 business days, which would include information about the amount, expiration date, etc.

I waited and waited, but because they emailed me from a generic no reply email, Im unable to ask follow-up questions or inquire when the voucher will be sent.

Today is January 22, and Ive still received no voucher. Someone named ****** from Amtrak called me and I was occupied at work and couldnt answer. Since she's calling from a number that doesnt accept calls (calls cannot be made to the number), I'm unable to reach her. I also cannot respond to the email promising a voucher by 5-7 business days, as its from a no reply email.

****** mentioned she wants to learn more about my experience why did she wait until the date the voucher was supposed to be sent to attempt to call and learn about the experience? Why hasnt Amtrak sent the voucher as promised? How much is the voucher for, and what is the expiration date? Amtrak has consistently demonstrated inefficiency, poor customer service, and a lack of aptitude in effectively dealing with and solving problems. Even in sending a voucher to resolve an issue, they're not able to do it effectively. Its frustrating. On my ride with Amtrak, they waited 30 minutes before the departure time to announce that the train would be canceled due to mechanical issues, which points to poor planning. They then waited 2 hours to announce that wed be taking a bus instead, and we waited another 2 hours for the bus to come. I got to my destination 4 hours after the initial arrival time, in a small bus with no leg room and no charger. This, combined with Amtrak's response to the BBB complaintindicating that they would send a voucher within 5-7 business days and failing to do sois yet another example of Amtraks poor customer service, poor problem-solving skills, and inability to resolve problems. With Amtrak, everything is a struggle.
Business Response
Date: 01/23/2025
DRT,
We spoke with Wolali **** and apologized for the service disruption that resulted in a bus being provided from CHI-CHM. We also apologized for the lack of communication from the staff in ***, which was documented and sent to the appropriate managers for review and necessary corrective action. In addition to our apologies, we issued an Electronic Transportation Voucher for $50.00 for future use.
Customer Answer
Date: 01/23/2025
[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,

Wolali Dedo
Initial Complaint
Date:01/05/2025
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.
My son and I boarded the train from *******,**. A guy sitting across from us sat down after the train started moving and after the man asked to see our tickets. He rode from ******* to ************ before he was asked for a ticket. He gave some of excuse and the guy just wrote *** above his seat. Never once seeing the ticket. He rides from ************ to ******* before hes asked again. This time he was asked for the ticket and ID and he had neither and was finally kicked off in ********. That is very scary and really unacceptable. Nobody knows who this guy was and things could have ended badly for us. There needs to be better safety measures in place to prevent this type of thing from happening. He rode for hours before being detected. Also I was given the first seat in the car. The seat was defective and would not stay reclined. The door kept staying open as well so it was very loud. The ride was miserable and I also couldnt work due to not having a table tray. There is zero weapons check so a person could have any type of weapon. People are really not safe and that goes for the staff as well. There is a HUGE security issue and SAFETY RISK aboard these trains. There at minimum need to be metal detectors at these train stations. I will never ride again because its simply unsafe and you pay for a ticket with extra leg room and a table tray and end up with a defective chair and a possible fugitive riding right across from you.
Business Response
Date: 01/15/2025
DRT,
From: Amtrak Customer Support
To: *********************************************

Dear ****** ******,

Thank you for your comments.

Amtraks priority is the safety and security of our passengers, and we remain a safe way to travel. We closely coordinate with the ************************************** (***) in developing and implementing procedures that will improve the overall security of our rail system. Amtrak has in place a range of behind-the-scenes and front-line security measures aimed toward improving passenger rail security, some of which are conducted on an unpredictable or random basis.

As part of our security strategy, randomly selected passengers and their baggage, handbags, backpacks, or other personal items may be screened or inspected. The inspection will be completed as quickly as possible -usually less than a minute - in a manner designed to respect passengers' privacy as much as possible. Passengers failing to consent to security procedures will be denied access to trains and refused carriage, and a refund will be offered.

In addition to the efforts made by Amtrak personnel, we rely on our passengers to report security concerns. Amtrak follows the See Something, Say Something initiative and we appreciate when passengers bring suspicious behavior or unattended/suspicious baggage to the attention of our Amtrak employees. Alerting our employees allows them to assess the situation and take any necessary action, such as monitoring the activity or contacting Amtrak Police (or local police) to handle the situation.

Please be confident that any security concerns reported to Amtrak personnel are taken seriously, even if you dont see immediate action being taken. Passengers are always reminded to remain aware and report anything unusual or out of the ordinary, and always remember, if you see something, say something! Report suspicious items, persons, or activity immediately to the Amtrak ***************** at ************** by texting APD11 (*****) or by calling 911.

Additionally, we appreciate you taking the time to provide feedback about your travel with us. Customer comments are important to us as they allow us to focus on improving service where needed. We are sorry to find you were not satisfied with your seat.

You may ask your coach car attendant to help you locate an open seat for future reference. However, you would want to do this as soon as possible since the train can fill up rather quickly, leaving fewer seats available.

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 do not want an unsatisfactory experience to be your last impression of our service and would like to win back your confidence and support. Therefore, we have authorized a Transportation Voucher in the amount of $100.00.

The Transportation Voucher is being held electronically and can be redeemed on ************************** by calling ************** and at station ticket offices. It is not transferable and is valid for one year toward future Amtrak travel. An email confirmation has been sent to this address: ************************ which includes the Transportation Voucher number, amount, expiration date, and additional redemption information.

Please accept our apologies for the problems you reported. We hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket.

Once again, thank you for contacting us.

Sincerely,

Ashley

Amtrak ************* Center

Case ID: ********

************************** | Routes & Stations | Deals | Plan a Trip | Help

Amtrak is a registered service **** of the National Railroad Passenger Corporation.
Initial Complaint
Date:01/04/2025
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.
Amtrak during the pandemic told me that they will credit my ticket and Ill be able to use it when I was ready. I attempted to use it so many times and it was not available. I reached out to them several times and I received the runaround. I purchased three tickets that was almost $100 or more each. I am not able to use my credit and I want to purchase another train ticket ******* times when I called over period of time they could not find the voucher despite me having the number.
Business Response
Date: 01/15/2025
From: Amtrak Customer Support
To: ******* *****

Dear ******* *****,

Thank you for your correspondence.

We understand you are requesting an extension on your eVouchers expiration date or to have the eVocuhers reissued. The eVoucher was issued under several restrictions, including the length of time that it could be used. Additionally, our system only holds the reservation and eVoucher information for a limited period before we can no longer access it. This prevents us from verifying the amount and usage of the eVoucher. For this reason, we do apologize for any inconvenience; however, we must respectfully deny your request.

Once again, thank you for contacting us. We look forward to serving your travel needs aboard Amtrak 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.
Initial Complaint
Date:01/02/2025
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.
After (4) attempts, Amtrak failed to credit my Amtrak Guest rewards account with travel points for a trip from ******* to *************, on the California Zephyr traveling departing on August 20, 2024, and arriving on August 22, 2024. I have reached out to Amtrak 4 different times with travel information. The day of travel reward number was presented to the ticket agent at ********************* on August 20, 2024. September completed an online form for guest miles credit, followed up in September 2024 with a phone call, and called again in December 2024. The credit I received was for August 22, 2024 travel on the bus from **********, ** to ************* 13 reward points. Based on my ticket purchase I should have received 3734 reward points, and an additional 25% bonus points for first-class travel.
Business Response
Date: 01/14/2025
DRT,
We applied the retro credit of 414 points due to her for PNR 8226A2 to Amtrak Guest Rewards #********** . Since Ms. ***** was the second member on the reservation she only receive the rail fare points not the accommodation points. The points for the accommodation were awarded to first member on the *** who was **** ********, AGR 7003550238.

We also awarded the member 2000 points for her compensation.
Initial Complaint
Date:12/30/2024
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 purchased am Amtrak ticket on 12/3 for $100.80. I was using both a voucher (#T416159807) and my **************** Card (authorization code ******). On December 6, I cancelled via internet (ticket ********). I never received a response. I subsequently wrote to the ***************** I have yet to receive a reply.
Business Response
Date: 01/10/2025
DRT,
We spoke with Mr. ****** regarding his concerns with our systems and booking a reservation, also that he is not able not get in touch with anyone through the 800#. We apologized for the experience he has had and advised in order to obtain accessible seating; he would want to call into the 800#. Additionally, we advised that we found he emailed regarding reservation #**DEC, however we did not receive a request for cancellation. We explained that if he does not hear from us right away, he would want to call in or chat with an agent on **************************. We attempted to provide him with as much information as possible to improve his travel experience.
Initial Complaint
Date:12/28/2024
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.
My family was unjustly harassed by ****** ********, your conductor. We sat below a sign that said Reserved for "Families or groups of 3 or more people." There was not 1 sign about handicap. We were told to move, bullied by your conductor who was laughing at us and discussing us with other passengers. I was yelled at, disrespected, and harassed. I demand a full refund of my tickets and for this incident to be recorded in case it happens again to another family. Mark your seats accordingly and stop overselling your tickets.
Business Response
Date: 01/10/2025
DRT.
From: Amtrak Customer Support
To: ******************************

Dear ******* *******,

Thank you for your correspondence. The Better Business Bureau has sent your concerns to our department, Customer Relations, for better handling.

Amtrak welcomes feedback from customers, as it helps us to focus our efforts on improving service. We hope that you will accept our sincere apologies for our employee's behavior.

At Amtrak, 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.

We have entered your concerns into our customer database. 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 compensation; however, it is not Amtrak's policy to offer compensation for this issue nor do we refund when travel is provided. Therefore, we must respectfully deny your request.

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.

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Amtrak is NOT a BBB Accredited Business.