Amtrak

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We are sorry to read your report that you did not receive the assistance that you needed when you traveled with us recently between Springfield and Chicago.  Please accept my...

apologies for your inconvenience.  Please be assured that Amtrak is absolutely committed both to the letter and spirit of the Americans with Disabilities Act.  We calibrate our service to assure that we are providing full access to our passengers with disabilities.  As part of a major effort to serve our customers with disabilities, an enormously important segment of the American population, we have provided in depth training for our on-board and station employees.  After a review of your case, I found that your wheelchair did not conform to the dimensions needed to board the train with a lift.  For complete information regarding wheelchair dimensions and weight, please refer to our website at Amtrak.com.  Because Amtrak’s first priority is safety for all customers, these dimensions were put in place to assure customer safety and a more enjoyable travel experience.  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: The body of the email has nothing to do with the main issue I originally reported about. The refund she stated in her email was me canceling part of my trip for personal reasons and this cancellation was after I had already reported AMTRAK to the Revdex.com. Also if they would like to bring up refunds, I have yet to receive that refund and that should have been done on the first of the month and the last time I spoke with someone about the refund was 09/07/2015. As far as doing something about the inconvenience of my triple charge nothing was satisfied but an apology. That doesn't change the fact that AMTRAK held my funds and I was unable to purchase a plane ticket until I escalated the situation and someone finally released the funds. Regardless of what Amtrak says they see in their system, my credit card summary shows AMTRAK charging me three times. 
Regards,
[redacted]

October 29, 2014Dear [redacted]:Thank you for your recent inquiry.I am sorry that you feel the refund amount of your Gift Certificate is unsatisfactory. We can certainly understand the...

inconvenience and frustration this may have caused you.The Gift Certificate which you submitted to our Refund Center was valued at $500.00. In accordance with our Refund Policy for Gift Certificates, a refund fee of 10% of the certificate value up to a maximum of $100.00 will apply. We authorized an automated credit in the amount of $450.00 which was applied to the [redacted] account by which the tickets were purchased. This procedure has been performed electronically on August 8, 2014.We look forward to the privilege of serving you in the future.Sincerely:Aluster  FCustomer Relations Specialist

From: S[redacted] Vanessa 
Sent: Tuesday, September 16, 2014 8:51 AM
To: '[redacted].com'
Subject: Amtrak Response
 
Dear Mr. [redacted]:
We are in receipt of correspondence written on your behalf from the Revdex.com.
It was...

disappointing to read about the delays you experienced.  Most of the track over which Amtrak operates is owned by freight railroads with which Amtrak has contractual agreements.  Unfortunately, our trains can be delayed by a large number of freight trains utilizing the same tracks.  While we do not guarantee on-time performance, we understand that delays inconvenience our passengers.  We are making every effort to deliver our passengers to their destinations in a timely manner.  I regret that we failed on this occasion. 
Amtrak welcomes feedback from our customers.  We expect for each of our employees to be helpful and treat our customers courteously and with respect.  There is no excuse for the unhelpful manner in which you were treated by members of our on board crew during your journey.  Please accept my sincere apologies for the lack of good service.
On a positive note, we appreciate your kind words for one member of our train crew on your return journey.  We are pleased that his level of service was so helpful and professional.  Your comments and compliment will be shared with the appropriate management.  We strive to provide every Amtrak guest with the best customer service in the travel industry, and we are always gratified to know when we've "hit the mark."
It is not Amtrak’s policy to reimburse the expenses passengers might incur,nor do we assume liability for the plans and commitments of our passengers.  Therefore, we must respectfully decline your reimbursement request.   
As a token of my regrets for your disappointment, an electronic Transportation Certificate in the amount of $100.00 is being held on file.  It is valid towards the purchase of future Amtrak travel.  The Certificate must be redeemed on or before September 16, 2015 and is not transferable.  To redeem the Certificate, kindly call our toll-free number, 1-800-[redacted] (###-###-####), and ask for the Customer Relations Desk prior to making payment on a reservation.  The Customer Relations Desk is open Mondays 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,
Vanessa S[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]

[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.   Thank you for doing the "right" thing and even though it took months thank you for getting back to me
Regards,
[redacted]

Dear [redacted]: Thank you for your recent correspondence. On-time performance is a major concern at Amtrak.  We make every effort to operate on schedule, because we know how frustrating a late train is to our customers.  We are sorry that your train arrived late and that your...

family was inconvenienced.  We are working hard on a number of fronts to improve our ability to run on schedule.  In spite of our best efforts, weather and mechanical problems may defeat us, as well as those unexpected events that cannot be controlled or predicted.  Please be assured that we are making every effort to deliver our passengers to their destinations in a timely manner. I am sorry you feel that the Transportation Certificate we offered you is unsatisfactory and that you do not plan to travel with us again.  Because we value your patronage and in addition to our sincere apologies, I have requested that a partial refund in the amount of $332.50 be credited to the [redacted] used for purchase.  This amount represents the rail fare that you paid for your family's travel.  Depending on your bank's procedures, please allow at least two weeks before this adjustment appears on your account. Again, thank you for writing.  We hope for an opportunity to serve you in the future under better circumstances Sincerely, Aluster ** F[redacted]Customer Relations Specialist

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry you feel that the Transportation Voucher 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.  Amtrak does not offer refunds in these types of cases; therefore, I must respectfully decline your refund request.  While I understand that you are not satisfied with the amount of the Certificate, we feel it is a fair offer and it remains on file.  We sincerely hope you will consider using it and give us another opportunity to serve your travel needs.  Once again, thank you for writing.  We value your patronage.  Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002

[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]
PS:   Thank you so much for your help.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Revdex.com,Amtrak reached out to me directly and my response back to them is as follows:
MsS[redacted],
I very much appreciate you reaching out to me directly as Amtrak
customer support does not provide for such an option
I would like to explain this situation from another perspective
This trip, our honeymoon, was booked based off of information provided to us by
Amtrak's website
Amtrak at no time provided me with any explanation as to why we
were being rerouted around the very
reason we chose travel via trainI did speak with Amtrak customer support and
was only told, "work was being done" on a section of track
Aside from the disappointment of the reroute, I was equally
disappointed about the timing of the notificationAs previously stated, the
timing of the notification of the reroute left me in a precarious position
Adding to this was the Amtrak agent telling me that my only options were to
take the trip as scheduled or cancel it altogetherThis left me with no
options whatsoever without spending considerably more money to cover costs
incurred, which at the time went well beyond $2,- the cost of our Amtrak
trip
Amtrak's offer of $toward a future trip is nothing short of
insulting, to be frank$for two people with a sleeper cabin with restroom
and shower (same accommodations as the rerouted trip) will not transport my
wife and I to and from anywhereFor a one-way trip I will be forced to spend
more money on Amtrak or purchase two airline tickets to return
Amtrak is guilty of advertisement, not providing advance
notice for service disruption/reroute and not providing any explanation as to
why this was happeningAdditionally, Amtrak does not provide any way for
someone in my position to contract anyone beyond basic customer service
I truly feel that I have been taken advantage of – for my
honeymoon no less
For your reference, I copied the below information direct from
Amtrak.com below – none of which Amtrak honored in anyway
Experienced travelers say the California
Zephyr is one of the most beautiful train trips in all of North AmericaAs you
climb through the heart of the Rockies, and further west through the
snow-capped Sierra Nevadas, you may find it hard to disagree
The
Zephyr runs daily between Chicago and San Francisco, coursing through the
plains of Nebraska to Denver, across the Rockies to Salt Lake City, and then
through Reno and Sacramento into Emeryville/San Francisco
Reserve
a spacious coach seat for your journey or, for a more luxurious experience,
reserve a roomette or bedroom in one of the Superliner Sleeping Cars
Scenic
highlights include:
Rocky Mountains
Sierra Nevadas
Moffat Tunnel
Colorado's
Gore, Byers and Glenwood Canyons
Winter Park
Truckee River
Donner Lake
San Pablo Bay and the Carquinez Strait
As of today, 3/22/16, Amtrak has yet to provide me with any
detailed information regarding this situation at allI have simply been told
that in "cases such as mine" Amtrak does not offer further compensation
If ever there was a case deserving of further compensation, it
is this oneDue to lack of explanation, timing of service disruption and a
seemingly outright refusal to explain exactly what happened other than "work
being done"; I would say I qualify for further considerationFrom my
perspective, this is borderline fraudulent and I must demand that you
reconsider your stance
If need be, and preferably, I would very much like to discuss
this matter with a supervisor or someone who has the ability and willingness to
reconsider, research the actual facts, consider those facts weighed against my
specific situation and provide me with a detailed verbal explanation, at which point,
I will consider weather or not what Amtrak is offering is fairUnfortunately, Amtrak's
position seems to be that of a forceful "take it or leave" mentality
Please advise at your earliest convenience
Regards,

Review: I made a reservation on my father's credit card (with his permission) for a ticket from NYC to Washington, DC (reservation [redacted]), on Oct. 1 (which was 45 minutes late, which could have made me late for connecting with my father in DC). Because of the government shutdown, our trip was curtailed, so I was able to attempt to return to NYC on an earlier train. I went to the Amtrak window & was told I could not pay for the additional fee on my father's card since I did not have it with me, but if I called their 800 number, I could do it. I got off the line & made the call, during which the operator said everything was taken care of & to return to the line - if Amtrak's employee says everything is taken care of & does not mention payment of the additional fee, that must mean that the reservation has been changed & the additional fee put on the original credit card account. I got on line a 2nd time & was told by the clerk that though the reservation had been changed, the fee had not been applied to the original card. I did not have time to get off the line a 2nd time, make the call again, & get on the line a 3rd time & still make the earlier train. I was very angry to put the fee on a different credit card account. When I emailed Amtrak, they have been nothing but uncooperative if not downright rude & sarcastic, taking none of the responsibility for all of their mistakes.Desired Settlement: If they still refuse to put the additional fee on the original card as they should have done when I called the first time, then I request that the $36 simply be taken off of the other account.

Business

Response:

From: [redacted]

Sent: Friday, November 01, 2013 6:09 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

We are so sorry that you received incorrect information from various employees. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please accept our sincere apologies. As information, when passengers make changes to existing reservations, in order for charges to be made to the original credit card used to make the reservation, Amtrak requires that the credit card holder must be present for identification procedures.

Once again, thank you for writing. 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,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: On March 12, 2014 I rode the Amtrak Auto Train from [redacted], FL to [redacted], VA (reserveration [redacted]). My vehicle was accepted at the [redacted], FL station, and when I received it back in [redacted], VA my windshield was cracked. I immediately alerted an Amtrak representative who said I would have to contact a [redacted] at [redacted] to follow up with the claim. I immediately contact [redacted], and after several days was advised that my claim was being denied by A**ak. [redacted] suggested I contact [redacted] with Amtrak, who handles the claims out of the [redacted] office. **. [redacted] e-mailed me that she was looking into the claim, and then I received a call and e-mail from a [redacted] who also works in claims in [redacted]. He stated that my claim was denied, but could not provide a reason or a copy of the claim policy as to why my windshield replacement was not covered other than his people said it could not have been broken in transit. I requested a copy of the video of my vehicle in [redacted], which shows the windshield not cracked. I contacted several individual, including [redacted] in claims at the Amtrak headquarters in Washington, DC by e-amil on 4/10/14. I received a voicemail from **. [redacted] on 4/14/14 and I continued to try to reach her that day as well as 4/15 and 4/16. On 4/16/14 **. [redacted] left me a fairly rude message that she was busy in meetings, and would be busy and was off on Friday to call her and leave a message and she would try to call me.Desired Settlement: A repair of my windshield. Two estimates were sent to [redacted], the lesser was $359.62. Paid either to me or directly to the Jeep dealership.

Business

Response:

From: [redacted]

Sent: Friday, May 16, 2014 4:47 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I purchases a Amtrak Gift Certificate 5 years. I wanted a refund/reissue since it expired. I only got a partial refund. The certificate was worth 500, but I was charged a 10% refund fee. California laws states that "Any gift certificate sold after January 1, 1997, is redeemable in cash for its cash value, or subject to replacement with a new gift certificate at no cost to the purchaser or holder. " (4California Civil Code Section 1749.5(b).)

I was told they could not do a refund, so they refunded it to me instead. Obviously this is a violation of California Law.Desired Settlement: 50 dollars that was not refunded.

Consumer

Response:

I meant to say that, "They couldn't issue me an exchange [which is what I wanted], so they refunded it instead"

Business

Response:

October 29, 2014Dear [redacted]:Thank you for your recent inquiry.I am sorry that you feel the refund amount of your Gift Certificate is unsatisfactory. We can certainly understand the inconvenience and frustration this may have caused you.The Gift Certificate which you submitted to our Refund Center was valued at $500.00. In accordance with our Refund Policy for Gift Certificates, a refund fee of 10% of the certificate value up to a maximum of $100.00 will apply. We authorized an automated credit in the amount of $450.00 which was applied to the [redacted] account by which the tickets were purchased. This procedure has been performed electronically on August 8, 2014.We look forward to the privilege of serving you in the future.Sincerely:Aluster FCustomer Relations Specialist

Review: The train that I was on had an issue with their signal system and caused me to be two and a half hours late and miss an important meeting that I had intentionally planned for afterwards. I called customer service to see what they could do to compensate me for the issue and the associate was extremely rude and unhelpful. She refused to allow me to speak to someone above her and claimed they didn't exist and she said that because the issue is something that can happen she couldn't do anything other than send a voucher even though I have lost all interest in ever riding a train again and wanted a discount on the amount I had already paid.Desired Settlement: I want them to get better representatives to serve their customers and give me back my money. At the very least I want a voucher that will actually be useful and not just discount my next experience with them. They need to hire supervisors who can handle customers who are upset when their employees cannot and have a way to compensate customers other than a small voucher when they have these issues because they should have working systems and only weather issues should be non-refundable.

Review: I bought a 6-ticket, multi-ride, student pass on October 21, 2013. This ticket was advertised towards students and had a one year expiration date. It was valid until October 2014, from Boston, [redacted] to [redacted], Maine. When I bought the ticket online, in October, I had a change in plans and never ended up using it that day. So, I had these 6 tickets available for me for the next time I wanted to travel home. I was always a little bit confused about how the multi-ride ticket even worked, and I even e-mailed customer service on the Amtrak website. All signs basically pointed to the traveler simply getting on the train and telling the Amtrak employee that you had a multi-ride ticket.

I never felt good about this, because I've seen people get on with no tickets before, accidentally or otherwise, and it didn't always seem like a good experience. So, when I was planning on traveling home for a wedding on Saturday, July 5, I stopped at the ticket window at Boston [redacted]. I had the original purchase e-mail on my phone with the reservation number, and the ticket agent simply told me that this ticket, or, I, was nowhere to be found in the system. Immediately, I was frustrated. He asked me, "Are you sure you didn't just use all 6 passes?" I replied, "Yes, I'm sure I haven't used any, actually." He said, "Ya know, I've actually never heard of a multi-ride ticket being good for a year." I said, "It was a student pass. It was valid for a year." Eventually, he simply told me that there was nothing else he could do, and I had to buy a train ticket home. This, under normal circumstances, would not be a big deal, but with six unused tickets sitting somewhere, unused, I was frustrated.

I bought my ticket and proceeded to call customer service to try and figure out what was going on. I understand in an age of e-tickets that companies switch over to this method. But how could Amtrak simply lose all records of people who bought tickets for things back before they went paperless? (This is what the customer service rep told me had happened.) I spent over a half hour on the phone, wondering if I could get a refund for the ticket that I had purchased, and if the agent could simply deduct the ride from the multi-ride pass that I had purchased. No go. There was nothing that they could do. At the end of the conversation, she told me that I could either call back Monday to figure it all out or to call back Monday for a refund. I should have asked for her name so I could reference someone during my Monday call, but I just figured it would be easy.

I called back Monday morning at 8:30 a.m., and the customer service rep told me that he could not find any information about my multi-ride pass. He asked me for my credit card information from when I made the purchase, and I explained that I no longer had this credit card, so I didn't know. He said he didn't know if there was anything he could do. I was put on hold and told to call back at 9:00 a.m., which is when the refund agents get in, and they can help me with my issue, 'if it's even possible for you to get a refund.'

I will call back sometime today to try and work it out, but this whole thing has just been so frustrating that I didn't know what else to do. I just wanted to let you (whomever gets these) how awful this whole experience was.

Business

Response:

From: S[redacted], Vanessa

Sent: Monday, August 18, 2014 1:09 PM

To: '[redacted]'

Subject: Amtrak Response

Review: On April 3rd I boarded Amtrak train #** at 11:22 bound for [redacted], FL due to arrive at 11:40 on Friday April 4th. When the train arrived in [redacted] they announced that there was a wire down and we would be here until the wire was repaired. After a 4 1/2 delay we proceeded to fall further and further behind schedule. when I finally arrived at my destination it was 8:30 pm Friday nite. I had to pay for a hotel room I didn't use plus I had to miss a dinner that was held in my honor, I was to be introduced as the new [redacted] a new [redacted] Organization started in Florida and Headquartered here in NJ Followed by a swearing in Ceremony on Saturday April 5th at [redacted] in [redacted], FLDesired Settlement: I know that lost time can't be replaced but I would like a full refund plus $60.00 for the hotel I had to pay for one day.

Business

Response:

From: [redacted], Vanessa

Sent: Monday, April 21, 2014 4:39 PM

To: '[redacted]'

Subject: Amtrak Response

Review: My problem is no one has helped me or my family at all. My trip with Amtrak has been a fiasco since the very start.

1) My train was five hours late and no one notified me.

2) Because of their negligence I missed my connecting transporation to get home.

3) When I got to Chicago I was told that my reservation was cancelled because I didn't check in, even though I had been riding the train, so not really sure how that was possible. There were no customer service at my orginial orgin thus I was told to just sit down and wait for the train. Show them your identification. It took me a while to resolve that.

4) Amtrak booked us into the Hilton for the evening, because their transportation was running too late we missed our reservation and the entire hotel was booked. We had to wait for them to find another hotel. Finally got settled after midnight.

5) It cost me a fortune to eat and was only compensated $10.00. We could not find a meal for under $15.00

6) My wife and I both sent numerous, complaint emails and phone calls; still waiting on a response. Nothing so far expect a standard form letter.

7) Conductor very short with us because, everyone was complaining, which I feel we all had a right to do.

8) I had been sleeping, awakenend when we stopped in Springfield, IL--saw the conductor go by, got up to ask him we could get out and smoke, he completely ignored me and walked on by. After he walked out I walked behind him and proceeded to smoke since there was a gentleman already there with a cigarette. The next thing I know, he yelled at me that this was not a smoking stop and kicked me off the train. Stranding me 13 hours from home with no way to get back. I told him that I had not heard the announcement and up until that point every stop we had made we were able to get off and smoke. He then accused me of opening the doors, which is completely false. Several of the passangers tried to come to my aid and defense and told him that the door was opened and he absolutely refused to listen to any of them. Even the gentlemen working at the office in Springfield tried to help but the conductor completely ignored him. [redacted]I do have names and numbers of witnesses** I tried to get several but was escorted off before I could get more.

9) I had to walk two miles to the nearest hotel and made a reservation for the following day. When I tried to purchase my ticket I was informed that it had been cancelled.

10) When I called to speak with a manager the next day, I was told I could not and she was the highest I could get at that time of the morning and was hung up on.

11) The stress that this has caused my family and I are unmeasurable. I was headed back to Dallas to get me kids and check in for a new position, I am not sure if I can get any.

12) I am out of money, stranded in a town with no friends or family and Amtrak just does not care.

Feed back Tracking

1)Re: Travel Feedback [#[redacted]] 5/17/14

2) Re: Travel Feedback[#[redacted]] 5/18/14

3) Re: Travel Feedback [#[redacted]} 5/18/14

4)Re: Travel Feedback [#[redacted]] 5/19/14

Second returning booking

THIS IS NOT A TICKET

==========================================================================

Reservation Number Is [redacted] Subject To Cancellation Unless Purchased By May 19, 2014

==========================================================================

West, Dwight

Train: 21 Texas Eagle

Departure: Springfield, Illinois

Monday

May 19, 2014 5:14PM

Arrival: Dallas, Texas

Tuesday

May 20, 2014 11:30AM

Accommodation: 1 Reserved Coach Seat

Total Reservation Charges:

$ 137.00

Ticket Delivery Charge:

$ 0.00

-------------------------------------------

Total Charges:

$ 137.00Desired Settlement: I want my initial ticket refunded

I want my hotel and out of pocket expense compensated

And I want my return trip refunded

But mostly, I want some one higher up to call me and at least, act like they care.

Business

Response:

Sent: Wednesday, June 11, 2014 1:15 PM

To: '[redacted]

Subject: Amtrak Response

Review: I had an Amtrak reservation (Reservation [redacted]) for travel on Sunday Oct 26, 2014. The day before travel (on Saturday Oct 25 in the morning around 8:30am), I called Amtrak customer service to make a change to the itinerary. The change was to move the date of travel to Monday Oct 27. The customer service rep on the phone said the fare was the same ($61) and there was no change fee, so I was all set. Assured that the change was processed properly, I proceeded with the rest of my day.

Then on Sunday night Oct 26, I got an email from Amtrak saying to call them. When I called them, they said that I had missed my train and that my ticket was forfeited. This was a shock to me since I had called the previous day and been assured all was well. They asked if I got an email after the change and I had not.

As a result of this problem, I was forced to pay $22.45 extra so that I could get on the train that I needed.

I feel that I have been wronged. I should not have to pay $22.45 to make up for an error that an Amtrak customer service rep made. The lady on the phone clearly did not process my change properly. Maybe it was a technical glitch or maybe it was human error, but either way it was on Amtrak's end of things and not mine. I called to make my change well ahead of my departure.

I called Amtrak twice this morning to try and get a refund of the $22.45 but I was not able to achieve that. The Customer Relations staff said that I am unable to get they refund because there is no record on their end of my Saturday phone call. That is precisely the problem--the lady on Saturday did not process the change and so we are having this issue.

I am requesting refund of $22.45 because I should not have to pay for Amtrak's error.Desired Settlement: refund of $22.45

Business

Response:

November 10, 2014Dear [redacted]:Thank you for your recent correspondence.We are sorry that there is no record of your changing your departure date to October 27, 2014. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please accept our sincere apologies.Amtrak offers several different fare costs between each city pair. The least expensive fares are sold on a first come first served basis. Once these fares are sold the next highest fare is offered. At the time your reservation was modified the lowest available fare resulted in your paying an increase for the difference.We must respectfully decline your reimbursement request.As a courtesy, we have enclosed a Transportation Certificate in the amount of $22.00 which is valid towards future Amtrak travel. Kindly refer to the reverse side for usage instructions.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster F. Customer Relations Specialist

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I do not see an attached travel voucher for $22. Or should I expect that to arrive in the mail ?

Regards,

Consumer

Response:

Yes. It came in the mail. I'm all set.

Review: Amtrak currently has a promotion where after taking the first trip on an Amtrak train, you are given a 500 Amtrak Guest Rewards points bonus to your Amtrak Guest Rewards account. On December 16th, 2014, I took my first trip on an Amtrak train. I was rewards points for the trip itself, but I did not receive the 500 point bonus that I should have received. When I contacted customer service, I was told that it was only valid for trips taken in the first 90 days of account opening and the agent rudely refused to take anymore action and hung up my call. This policy makes no sense and is unfair since it is penalizing me for having an older relationship with Amtrak. If I had simply opened my Guest Rewards account later, then I would have received the points, which makes no sense. This experience has greatly dampened my opinion of Amtrak and I do not feel valued as a customer by Amtrak.Desired Settlement: I want to request that the 500 Amtrak Guest Rewards points be added to my account as they should have been.

Business

Response:

Check Message tab.

Review: I took a trip via Amtrak on July 30th from [redacted], WI to [redacted], VA. In [redacted], I checked two suitcases for baggage, to be sent to Union Station in Washington, D.C., and picked up by myself. However, after a grueling 20 hour journey with only one change of shirt (I had accumulated quite a bit of body odor at this point), I arrived at Union Station to find only one of my suitcases had arrived. After speaking to a very grounded Amtrak employee, and filling out a lost baggage claim form, I set out for my final destination of [redacted], VA, where I was to reside with my girlfriend, her mom, and one other friend of ours. After almost 2 weeks of waiting for a response from Amtrak, I started the process of calling them every few days to check and see if they had seen or heard anything about my baggage. This process of me calling Union Station, them "checking the cage," and not calling me back afterwards continued for another couple of weeks until I had finally had enough of their complacency. On August 30th, I sent a letter to the address I was given on my claim form including the form itself, and a letter listing in detail the items in the suitcase they had misplaced, as well as their individual retail cost. I wrote that I deserved and expected to be reimbursed for the technical theft of my items.Desired Settlement: Reimbursement for the lost items, as close to the retail value as possible.

Business

Response:

From: B[redacted], Sonya<[redacted]@amtrak.com>

Date: Thu, Nov 13, 2014 at 9:53 AM

Subject: [redacted] - ID [redacted]

To: "[redacted]" <[redacted]>

Good morning. The below correspondence was in resolution to the above consumer’s complaint. Thanks.

September 30, 2014

[redacted], VA [redacted]

Dear [redacted]:

Thank you for submitting your claim for the loss of your luggage.

I am sorry for any inconvenience the loss to your luggage caused when you traveled in August. We have completed our investigation and regret that your bag was not found. As information, Amtrak considers checked and carry-on baggage as suitably packed clothing, toilet articles, except liquids, and similar personal items. Thus, we do not accept liability for electronics and computer equipment such as computer monitors, headsets, keyboard and mouse, Computer stands, power strips and cables that passengers might decide to pack in their bags. These rules and regulations are available at the stations that accept checked baggage, on our website at www.amtrak.com and in our system timetable. We are sorry that you were unaware that those items that you have reported as contained in your luggage are among those that Amtrak will not cover. Therefore, I regret Amtrak cannot honor that portion of your claim.

However, other items that you have listed on the Baggage Claim Statement that you submitted have been approved for reimbursement. Your claim has been approved for $115.00. This amount represents the amount that you paid for your clothing. A check for this amount will be forwarded to you under separate cover. This compensation represents full and final payment in the settlement of your claim.

Sincerely,

Sonya B[redacted]

Customer Relations Analyst

Case: [redacted]

Sonya B[redacted]

Customer Relations Analyst

40 Mass. Ave., NE, #2W-118

Washington, DC 20002

ATS 777-2167

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