Amtrak

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your time and sympathy on this matter. 
Regards,
[redacted]

From: S[redacted], Vanessa Sent: Wednesday, October 28, 2015 1:13 PMTo: '[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. Before I can assist you with your case, I will need...

further clarification.  Can you please explain who gave you an advertised price with a discount?  Did you see the price on our website? I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to read your report of the unacceptable service you received from one of our conductors.  Amtrak takes matters of this nature very seriously....

 Therefore, you may rest assured that your comments have been forwarded to responsible management for review and appropriate action.  As information, each train has a Conductor who is in charge of it, and the Conductor is responsible for maintaining smooth operation of the train.  Please accept my apologies for your inconvenience. Once again, thank you for writing. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We apologize that you are unhappy with the Transportation Voucher  and refund provided.  Your request for additional compensation has been reviewed, again.  We truly regret that in cases such as yours we do not offer further compensation of any kind.  Your understanding is appreciated.  While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I apologize that you are unhappy with the Transportation Voucher provided as a token of our regrets for your inconvenience.  I have reviewed your request for a credit of your...

Guest Rewards points and truly regret that in cases such as yours, we do not credit rewards points.     While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances. Sincerely,  Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] Avenue, N.E. | Washington, DC 20002

Dear Mr. E[redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to learn that you think you are a victim of fraud.  Please accept my sincere apologies.  After speaking with representatives from Amtrak’s Credit Sales Department, I have been advised that we cannot launch an investigation without a reservation number or credit card number.  We cannot locate information with just your name.  We need travel dates and destinations. If you care to, you may forward your information to my attention at :  National Railroad Passenger Corporation, 60 Massachusetts Avenue, N.E., Washington, DC 20002. I look forward to your reply. Sincerely, Vanessa ScurryCustomer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with the responsible management regarding your unfortunate experience when speaking with our reservation agents about changing your reservation.  On behalf...

of Amtrak, I would like to offer our sincere apologies for any inconvenience caused to you.  Please be assured that our goal at Amtrak is to provide an enjoyable travel experience for all of our passengers, and I am sorry that we failed in this instance.    After a review of your reservation, I noted that you have two tickets that have not been used totaling $54.00.  Since these tickets are unreserved, there is no need for you to change your travel date.  The tickets can be used whenever you want to travel as long as travel takes place before October 27, 2016.  At that time, the tickets will be expired. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

[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 Administratively Resolved] Complaint: [redacted]I am rejecting this response because: this is not acceptable you admit your service was terrible , 10 hours late is unacceptable, a few hours understandable but ten is just outright garbage, and you offer me a voucher, ? why would I want to use your service every again after the way I was treated this is not acceptable,   there is no where I need to go in the next year that I cant drive myself .  Regards,[redacted]

[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 Administratively Resolved] Complaint: [redacted]I am rejecting this response because:This was AMtraks fault my bank even covered all charges I incurred and gave me a curtosy deposit till Amtracks debit/credit card vender reversed the charges.  The only money I am still out is the 500 plus dollars I lost not being able to pay my work crews..
So Amtrak can blame my financial institution all they want. I am not as ignorant as most that they will believe that it "is the banks fault"  and I am not as ignorant as thier employees that insulted me along with the bank managers by telling her she was not who she was and not educated.  Actually since my experiance there have been 3 others that have been to my bank with Amtrak issues...
You can bet I will never use the services again. Even though the employees on the train were amazing and you can bet any person that asks me about my experiance dealing with Amtrak will get my honest opinion about the CSR's on the phone and the ineffiecany of your internet transactionsRegards,  (you inserted regards they have anything but my REGARDS)[redacted]

From: [redacted] 
Sent: Thursday, July 17, 2014 10:36 AM
To: '[redacted]'
Subject: Amtrak Response
 
Dear [redacted]:
 
We are in receipt of correspondence written on your behalf from the Revdex.com.
 
I apologize...

for the unacceptable service and lack of assistance you report that you received from one of our employees at the New Rochelle station.  At Amtrak, we recognize that customer service is critical to the Corporation’s success as a transportation carrier.  We do not want this experience to leave you with a bad impression of Amtrak.  Our employees transport thousands of passengers safely, courteously and on time every day.  I regret that this was not your experience.
 
After a review of your reservation, I found that a refund was processed to your [redacted] account in the amount of $151.80 on June 29, 2014.  I have also authorized a refund in the amount of $193.80, which represents the difference between the fare from Bridgeport to Baltimore and New Rochelle to Baltimore.  This refund has been made to your [redacted] account as well.  This transaction was performed electronically and no paper credit slip was generated.  Depending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement.
 
As a token of my regrets for your disappointment, an electronic Transportation Certificate in the amount of $75.00 is being held on file for you and your party.  It is valid towards the purchase of future Amtrak travel.  The Certificate must be redeemed on or before July 17, 2015 and is not transferable.  To redeem the Certificate, kindly call our toll-free number, 1-800-USA-RAIL
(1-800-872-7245), and ask for the Customer Relations Desk prior to making payment on a reservation.  The Customer Relations Desk is open Monday through Fridays between the hours of
7:00 a.m. and 10:00 p.m. Eastern Time.  
 
Once again, thank you for writing.  We value your patronage.
 
Sincerely,
 
[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I feel like the resolution doesn't bring me any closer to a solution and excuse for the original problem.  I hope future trains announce stops and durations in the future and I hope Amtrak takes better care of customers through customer service lines in an emergency. A $50 voucher towards a future train ride sounds like a nightmare and a means to get more of my hard earned money while I am still fighting to overcome the ongoing circumstances from the first train ride.
Regards,
[redacted]

January 5, 2015Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you experienced a problem receiving with your Amtrak Guest Rewards points. We can certainly understand the inconvenience and frustration this caused you. Please accept our most sincere apologies for...

your inconvenience.Our records indicate that you were awarded 217 points on July 12, 2014 for your [redacted] purchase dated May 9, 2014. Your account was credited an additional 383 points on October 29, 2014, for your [redacted] purchase dated May 9, 2014. We are unable to locate any purchase through the Points for Shopping website dated on May 25, 2014. We have verified that your account was rewarded 4000 points on June 23, 2014 for your [redacted] purchase.Please contact Amtrak Guest Rewards with any questions that you may have regarding your account. To speak with Amtrak Guest Rewards, please call ###-###-####. Our Representatives are available Monday through Friday, except holidays, between the hours of 5 a.m. and 12 p.m. Eastern Time.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

From: S[redacted], Vanessa Sent: Friday, September 04, 2015 10:19 AMTo: '[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We would very much like to have the opportunity to serve...

you again under better circumstance, and I am disappointed that you feel that the Transportation Certificate provided by our customer relations representatives is unsatisfactory.  It was offered as a token of our regrets for your inconvenience.  It is not our intention to compensate at one hundred per cent of the value of your trip, but rather to offer a discount on future travel in hopes that you will allow us an opportunity to provide better service in the future.  It is our expectation that our passengers have an enjoyable experience when traveling on Amtrak and return again and again.  In the hopes you will change your mind, and as a token of my regrets for disappointing you, I will hold on file for you an additional  Transportation Certificate in the amount of $50.00.  The Certificate must be redeemed on or before September 3, 2016 and is not transferable.  I hope you will use it toward your next Amtrak ticket purchase.  To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations.  Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m.  Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations.  Once again, thank you for writing.  We look forward to the privilege of serving you again in the future. Sincerely,    Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: We are in receipt of correspondence written in your behalf of the Revdex.com. Due to the change in Amtrak’s Refund Policy, I cannot offer you a refund.  However, as a one-time courtesy, I am holding on file for you and [redacted] a Transportation Certificate...

in the amount of $41.00 each.  The Certificates must be redeemed on or before December 17, 2016 and are not transferable.  We hope you will use them toward your next Amtrak ticket purchase.  To redeem the Certificates, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations.  Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m.  Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations.  Once again, thank you for writing.  We look forward to the privilege of serving you again in the future. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

January 5, 2015Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you experienced difficulties with our online reservations at Amtrak.com. We can certainly understand the inconvenience and frustration this caused you. Please accept our most sincere apologies for your...

inconvenience.Amtrak welcomes feedback from customers, as it helps us to focus our efforts to improve Amtrak.com. We have entered your concerns into our customer database. Our web development staff evaluates the comments, opinions, and suggestions of our customers visiting Amtrak.com and this feedback is taken into consideration for future updates. Be assured that your concerns have been forwarded to the responsible management.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

From: S[redacted], Vanessa<[redacted]@amtrak.com>Date: Tue, Feb 3, 2015 at 12:05 PMSubject: [redacted] - your id #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted], This passenger’s complaint was already resolved with an apology by telephone by our customer relations...

representatives.  The Transportation Certificate that was sent to the wrong address was resent  to the correct address in the amount of $242.00.     Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone:    ###-###-####Fax:          ###-###-####

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Amtrak's response did not seem to address the issue at hand. Instead they seemed to focus on what could be done on the consumer's part to ensure that assistance is given to people with disabilities. The email stated that assistance must be requested before making a reservation. This was unhelpful and irrelevant since, prior to making the reservation, I placed a call to Amtrak and stated in the reservation online that assistance for a passenger with a disability would be needed. Rather than reiterating what was already known, how to book a reservation for someone with a disability, Amtrak's processes and procedures should be looked at instead. The email should've explained how the problem would be fixed, so this does not happen to another customer. In addition, they should contact the Amtrak employees that were unresponsive to my father's needs. The conductor tried to get help, but nobody would help. They also need to explain how my father had a ticket saying that he would need assistance, but they did not have anyone doing this job. In addition, they should try to make it up to my father for putting him in such a dangerous and scary situation. Attached is the ticket that clearly states that assistance was requested in advance. 
Regards,
[redacted] (daughter that booked reservation) and [redacted] (passenger)

Thank you for your email on behalf of Ms. [redacted].  Delays are an unwelcome but unavoidable part of the transportation business.  Please extend to Ms. [redacted] our most sincere apologies for her family’s inconvenience. Amtrak has been working hard to provide our passengers with...

the best possible service.  Therefore, we were sorry to learn that the [redacted] family’s returned trip on Train 98 of November 19 was spoiled by the conduct of their fellow passengers and we regret the discomfort and inconvenience this has caused. As information, train crew members are instructed to make every effort to bring incidents of undesirable passenger behavior under control.  In those rare situations where the welfare or safety of the other passengers is considered endangered, the conductor is authorized to remove the offending individuals from the train for remanding to the civil authorities.  However, as we are confident that all will understand, this authority must be administered judiciously and tactfully and only as a last resort.  Regarding the misinformation that Ms. [redacted] reported she received from our employees concerning a refund.  In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. I have shared her comments with the responsible manager in hopes we can provide better information in the future.  However, if a refund is authorized by an employee, we will gladly honor it if the employee provides the customer with written documentation or they contact our offices to apprise us of what they have authorized.  We have not received any documentation regarding this incident.       When Ms. [redacted] spoke with our Customer Relations Representatives on November 21, she was offered a $400.00 electronic Transportation Voucher for her family to use toward the purchase of their next Amtrak trip.  She declined to accept it.  However, upon further review of her claim, she was issued a $155.00 refund to her [redacted] account.  This amount is equivalent to half of the charges for one of the two bedrooms she reserved on the return trip. Amtrak does not offer refunds when transportation has been provided and accommodations are occupied.  As a one-time exception, I have authorized another refund in the amount of $155.00.  This amount will be credited to the [redacted] account used for purchase and will represent a refund of $310.00, which is one half of the accommodation charges for the customers’ return trip.  We ask that customers allow at least 7 to 10 business days for the refund to be received by their bank.   Once again, thank you for contacting us.  We value and appreciate the [redacted] family’s patronage and hope that we will have the privilege of serving them in the future.   Sincerely, Carolyn A. G[redacted]Supervisor Customer Relations

Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to learn about your dissatisfaction with the compensation issued to you by our customer relations representatives.  We believe the compensation that was provided to you is adequate, and respectfully decline your request for additional compensation.  Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] Avenue, N.E. | Washington, DC 20002