[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:Good day, [redacted]. I thank you for your attention to this case.The answer is an emphatic no, on the reimbursement of funds. As I have mentioned, before, we ended up cancelling the second half of our trip, well within refund guidelines. We did NOT receive any refund, nor any form of compensation from this exchange. We have the paper trail to prove it. Shame on them.I am actually terribly ashamed of the blatant dishonesty in this exchange, as your offices have been lied to, since day one.Please acknowledge this very solid fact. Have them look into this, and provide any sort of proof, which they cannot.Either we get this settled, and honestly, or I take the complaint to very public exposure channels, as many as I am able to find. As I have mentioned, this will include legal counsel, and/or my Washington Representatives, and every form of media at my disposal.This has been an absolutely shameful display of abject dishonesty, on the part of Amtrak and its representatves.Thank you again, for your attention to this matter. I am hoping that we can find our way to the very established Truth, and beyond their attempt to tire the matter.Have a wonderful day.[redacted]
Regards,
[redacted]
20002Email: [redacted]@amtrak.com | Office: ###-###-#### | ATS: [redacted] From: H[redacted], Vanessa J Sent: Saturday, September 30, 2017 6:30 PMTo: '[redacted]@[redacted].com' <[redacted]@[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. Please accept my apologies for the delay in responding back to you. I am sorry for the delays you encountered when traveling with us in July. While we make every effort to deliver our passengers to their destinations on time, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. Please accept my most sincere apologies for your inconvenience. Please also accept our apologies for the problems you experienced with environmental odors and cleanliness issues. 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. Your comments are appreciated and have been shared with train managers for consideration. As much as we regret the inconvenience to you, Amtrak does not provide compensation of out of pocket expenses. In addition, we do not assume liability for the plans and commitments of our passengers. Please forgive us for causing you both dismay and inconvenience on this occasion. 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, we have authorized a Transportation Voucher in the amount of $300. 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. Transportation Vouchers are valid for one time use. Any remaining unused value will be forfeited upon redemption. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. An email confirmation will be sent to: [redacted]@[redacted].com, which includes the Transportation Voucher number, amount, expiration date and additional redemption information. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com
September 9, 2015 [redacted]PO BOX [redacted]MANCHESTER CENTER, VT [redacted] 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 offered 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 $30.00. The Certificate must be redeemed on or before September 8, 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 in the future. Sincerely, Vanessa S[redacted]Customer Relations Specialist Case #: [redacted]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:
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]
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
Thank you for your follow up correspondence on behalf of [redacted].I am so very sorry to hear that Ms. [redacted] is not satisfied with our responses to her request for a refund. However, after further review of the matter, we must respectfully decline to alter our position. Our offer of a Transportation Voucher is still available. As a gesture of our intent to retain Ms. [redacted] as a customer, should she change her mind and decide to use our services in the future, I will authorize an increase in the amount of the Voucher to $250.Once again, thank you for contacting us. We value Ms. [redacted]’s patronage and hope we may serve her again under better circumstances.Sincerely, Carolyn A. G[redacted]Supervisor Customer Relations
[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 the same blanket statement that I received on the phone. I want someone with authority to follow up that the car has been repaired so no other passengers will have to suffer from a car in disrepair. I want it in writing that the issue has been repaired and a contact name for me to contact when I follow up on the repairs. Once again I am not interested in your $75.00 because I have no intention of traveling on Amtrak. Fix the problem.
Regards,
[redacted]
From: S[redacted], Vanessa Sent: Monday, May 02, 2016 11:39 AMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I understand and appreciate the...
importance of good customer service, and I am disturbed by your description of the treatment you received during your trip. The Conductor is in charge of the train and is responsible for maintaining the smooth operation of the train. With that being said, we still expect every Amtrak employee to treat our customers with courtesy and respect, and I am sorry that you received otherwise. We take matters such as these seriously, and your comments have been forwarded to the responsible management for review and corrective action. In situations such as these, we do not offer refunds. Therefore, I must respectfully decline to offer the reimbursement that you have requested. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:It wasn't only a matter of "Conductor discretion," per your words, but a matter of services rendered and services not rendered. Per your employees discretion (to which extent the following conductor at the New York Penn stop admitted the previous one was at fault, and that customers were appalled by people sitting on the floor instead of seats), your Conductor, violated the very basic safety regulations set in place. Obviously, seats are used for people to sit in, and when there is no compliance set forth between your employees and customers, I would think this would violate several proper travel protocols. Aside from the lack of safety present on this train, I paid for business class, which is a significantly higher priced ticket than normal economy seating. Since I paid hundreds of dollars more than these people who got a "freebie" due to this "conductor discretion," maybe the conductor can compensate my loss? There were plenty of seats available on the quite part of the train, along with several other compartments. In other words, the lack of space allotted in other carts, which you argue, is flawed. These safety concerns are not only in violation of federal guidelines, but also should be reported to the proper authority, or in this instance, the NTSB.Regards,
[redacted]
Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our train managers and station managers regarding your unfortunate experience at New York Penn Station as well as on board your train when traveling with us...
on August 20. On behalf of Amtrak, I would like to offer our sincere apologies for the service you received and any inconvenience caused to you. Our train crews and station employees strive to make our customers' travel comfortable and enjoyable, and I am sorry that we failed in this instance. We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously. Please be assured that our managers have reviewed and addressed appropriately. We regret that the restrooms were unsanitary. Enroute it is the responsibility of the car attendants to ensure that restrooms are cleaned and that supplies are available. You have our assurance that we will continue to work toward this goal and make progress as we move forward. Your comments are indispensable for the success of our mission and we appreciate your bringing this to our attention. Amtrak does not offer refunds in these types of cases. 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, we have authorized a Transportation Voucher in the amount of $25. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-[redacted], and at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. An email confirmation will be sent to: [redacted], which includes the Transportation Voucher number, amount, expiration date and additional redemption information. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted], N.E. | Washington, DC 20002
Thank you for contacting us on behalf of [redacted] and [redacted]'s Amtrak travel. We have sorry that these passengers elected not to travel as planned. As a gesture of goodwill, we will authorize a refund for the remainder of the fare the customer's purchased and did not...
use. As stated by [redacted], a partial refund of $58.10 was issued. We will issue the remainder to the [redacted] card used for purchase of the tickets. Kindly ask the customers to allow at least 15 business days for the refund to post to their credit card account. Once again, thank you for contact us and allowing us another opportunity to review the matter. Sincerely,Carolyn *. G[redacted]Supervisor, Customer Relations
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com regarding your parents’ travel experience. I am sorry for the delays your parents encountered when traveling with us from Los Angeles to Little Rock recently. While we make...
every effort to deliver our passengers to their destinations on time, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. Please accept my most sincere apologies for your parents’ inconvenience. We would very much like to have the opportunity to serve your parents again under better circumstances, and I am disappointed that you feel that the Transportation Certificate offered by our customer relations representatives is unsatisfactory. It was offered as a token of our regrets for your parents’ inconvenience. It is not our intention to compensate at one hundred per cent of the value of the trip, but rather to offer a discount on future travel in hopes that your parents 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 your parents will change their mind, and as a token of my regrets for disappointing them, I will hold on file for them a Transportation Certificate in the amount of $300.00. The Certificate must be redeemed on or before June 28, 2016 and is not transferable. I hope your parents will use it toward their next Amtrak ticket purchase. To redeem the Certificate, please have them 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 parents’ Certificate is being held electronically and can only be redeemed by calling Customer Relations. Please have them refer to case number [redacted] when they call. Once again, thank you for writing. We look forward to the privilege of serving your family again in the future. 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. We are disappointed to hear that you were not able to travel with us. Amtrak requires passengers to cancel their reservation prior to the train departure time if they are...
unable to travel with us. If a passenger does not cancel their reservation, the fare is forfeited and a refund or voucher will not be issued. We are sorry that you were not aware of Amtrak’s Refund Policy. Amtrak’s policy for refunds, which appears on our public website, Amtrak.com, in national timetable books and on ticket envelopes. Due to this, we must respectfully decline your request for a refund. We apologize for the inconvenience that this has caused. 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
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
From: H[redacted], Vanessa *<[redacted]@amtrak.com>Date: Mon, Aug 28, 2017 at 8:29 AMSubject: [redacted] - your id #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>FYI Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. |...
Washington, DC 20002Email: [redacted]@amtrak.com | Office: ###-###-#### | ATS: [redacted] From: H[redacted], Vanessa * Sent: Monday, August 28, 2017 8:29 AMTo: '[redacted].com' <[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. Thank you for contacting us regarding the loss of your carry-on baggage. While we can certainly sympathize with your frustration and desire for restitution, Amtrak does not accept liability for items that are not placed in our checked baggage service. We hope that you will understand that as passengers do not register carry-on items with Amtrak, we cannot be held liable for such items. Even if you have received assistance loading it on or unloading it off a train or bus, Amtrak disclaims liability for carry-on baggage. As information, we have found, however, that under certain circumstances, those who carry homeowners' or renters' insurance may be covered for such losses under their policies. We suggest that if you have this type of policy, you contact your company agent. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
CONSIDERING I HAVE TO GO BACK AND FORTH EVERY 4 WEEKS FOR TREATMENT I FEEL A REFUND OF THE TICKET I PAID FOR YESTERDAY WOULD BE THE RIGHT THING TO DO. EITHER THAT OR PROVIDE A FREE VOUCHER FOR MY NEXT TRIP. FOR SOMEBODY WITH A DISABILITY TO BE TREATED LIKE THAT IS NOT RIGHT.
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
From: S[redacted], Vanessa Sent: Tuesday, May 03, 2016 12:53 PMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. Before I can respond to your concerns,...
I will need your date of travel and/or your reservation number since I am having trouble locating your information in our computer system. I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted]. | Washington, DC 20002Email: [redacted] | Office: ###-###-#### | ATS: [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.
Regards,
[redacted]
From: S[redacted], Vanessa Sent: Wednesday, October 28, 2015 1:13 PMTo: '[redacted]@[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
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:Good day, [redacted]. I thank you for your attention to this case.The answer is an emphatic no, on the reimbursement of funds. As I have mentioned, before, we ended up cancelling the second half of our trip, well within refund guidelines. We did NOT receive any refund, nor any form of compensation from this exchange. We have the paper trail to prove it. Shame on them.I am actually terribly ashamed of the blatant dishonesty in this exchange, as your offices have been lied to, since day one.Please acknowledge this very solid fact. Have them look into this, and provide any sort of proof, which they cannot.Either we get this settled, and honestly, or I take the complaint to very public exposure channels, as many as I am able to find. As I have mentioned, this will include legal counsel, and/or my Washington Representatives, and every form of media at my disposal.This has been an absolutely shameful display of abject dishonesty, on the part of Amtrak and its representatves.Thank you again, for your attention to this matter. I am hoping that we can find our way to the very established Truth, and beyond their attempt to tire the matter.Have a wonderful day.[redacted]
Regards,
[redacted]
From: H[redacted], Vanessa J<[redacted]@amtrak.com>Date: Sat, Sep 30, 2017 at 6:30 PMSubject: Burns - [redacted]To: [redacted] <[redacted]@myRevdex.com.org>FYI Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC...
20002Email: [redacted]@amtrak.com | Office: ###-###-#### | ATS: [redacted] From: H[redacted], Vanessa J Sent: Saturday, September 30, 2017 6:30 PMTo: '[redacted]@[redacted].com' <[redacted]@[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. Please accept my apologies for the delay in responding back to you. I am sorry for the delays you encountered when traveling with us in July. While we make every effort to deliver our passengers to their destinations on time, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. Please accept my most sincere apologies for your inconvenience. Please also accept our apologies for the problems you experienced with environmental odors and cleanliness issues. 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. Your comments are appreciated and have been shared with train managers for consideration. As much as we regret the inconvenience to you, Amtrak does not provide compensation of out of pocket expenses. In addition, we do not assume liability for the plans and commitments of our passengers. Please forgive us for causing you both dismay and inconvenience on this occasion. 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, we have authorized a Transportation Voucher in the amount of $300. 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. Transportation Vouchers are valid for one time use. Any remaining unused value will be forfeited upon redemption. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. An email confirmation will be sent to: [redacted]@[redacted].com, which includes the Transportation Voucher number, amount, expiration date and additional redemption information. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com
September 9, 2015 [redacted]PO BOX [redacted]MANCHESTER CENTER, VT [redacted] 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 offered 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 $30.00. The Certificate must be redeemed on or before September 8, 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 in the future. Sincerely, Vanessa S[redacted]Customer Relations Specialist Case #: [redacted]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:
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]
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
Thank you for your follow up correspondence on behalf of [redacted].I am so very sorry to hear that Ms. [redacted] is not satisfied with our responses to her request for a refund. However, after further review of the matter, we must respectfully decline to alter our position. Our offer of a Transportation Voucher is still available. As a gesture of our intent to retain Ms. [redacted] as a customer, should she change her mind and decide to use our services in the future, I will authorize an increase in the amount of the Voucher to $250.Once again, thank you for contacting us. We value Ms. [redacted]’s patronage and hope we may serve her again under better circumstances.Sincerely, Carolyn A. G[redacted]Supervisor Customer Relations
[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 the same blanket statement that I received on the phone. I want someone with authority to follow up that the car has been repaired so no other passengers will have to suffer from a car in disrepair. I want it in writing that the issue has been repaired and a contact name for me to contact when I follow up on the repairs. Once again I am not interested in your $75.00 because I have no intention of traveling on Amtrak. Fix the problem.
Regards,
[redacted]
From: S[redacted], Vanessa Sent: Monday, May 02, 2016 11:39 AMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I understand and appreciate the...
importance of good customer service, and I am disturbed by your description of the treatment you received during your trip. The Conductor is in charge of the train and is responsible for maintaining the smooth operation of the train. With that being said, we still expect every Amtrak employee to treat our customers with courtesy and respect, and I am sorry that you received otherwise. We take matters such as these seriously, and your comments have been forwarded to the responsible management for review and corrective action. In situations such as these, we do not offer refunds. Therefore, I must respectfully decline to offer the reimbursement that you have requested. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:It wasn't only a matter of "Conductor discretion," per your words, but a matter of services rendered and services not rendered. Per your employees discretion (to which extent the following conductor at the New York Penn stop admitted the previous one was at fault, and that customers were appalled by people sitting on the floor instead of seats), your Conductor, violated the very basic safety regulations set in place. Obviously, seats are used for people to sit in, and when there is no compliance set forth between your employees and customers, I would think this would violate several proper travel protocols. Aside from the lack of safety present on this train, I paid for business class, which is a significantly higher priced ticket than normal economy seating. Since I paid hundreds of dollars more than these people who got a "freebie" due to this "conductor discretion," maybe the conductor can compensate my loss? There were plenty of seats available on the quite part of the train, along with several other compartments. In other words, the lack of space allotted in other carts, which you argue, is flawed. These safety concerns are not only in violation of federal guidelines, but also should be reported to the proper authority, or in this instance, the NTSB.Regards,
[redacted]
Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our train managers and station managers regarding your unfortunate experience at New York Penn Station as well as on board your train when traveling with us...
on August 20. On behalf of Amtrak, I would like to offer our sincere apologies for the service you received and any inconvenience caused to you. Our train crews and station employees strive to make our customers' travel comfortable and enjoyable, and I am sorry that we failed in this instance. We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously. Please be assured that our managers have reviewed and addressed appropriately. We regret that the restrooms were unsanitary. Enroute it is the responsibility of the car attendants to ensure that restrooms are cleaned and that supplies are available. You have our assurance that we will continue to work toward this goal and make progress as we move forward. Your comments are indispensable for the success of our mission and we appreciate your bringing this to our attention. Amtrak does not offer refunds in these types of cases. 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, we have authorized a Transportation Voucher in the amount of $25. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-[redacted], and at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. An email confirmation will be sent to: [redacted], which includes the Transportation Voucher number, amount, expiration date and additional redemption information. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted], N.E. | Washington, DC 20002
Thank you for contacting us on behalf of [redacted] and [redacted]'s Amtrak travel. We have sorry that these passengers elected not to travel as planned. As a gesture of goodwill, we will authorize a refund for the remainder of the fare the customer's purchased and did not...
use. As stated by [redacted], a partial refund of $58.10 was issued. We will issue the remainder to the [redacted] card used for purchase of the tickets. Kindly ask the customers to allow at least 15 business days for the refund to post to their credit card account. Once again, thank you for contact us and allowing us another opportunity to review the matter. Sincerely,Carolyn *. G[redacted]Supervisor, Customer Relations
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com regarding your parents’ travel experience. I am sorry for the delays your parents encountered when traveling with us from Los Angeles to Little Rock recently. While we make...
every effort to deliver our passengers to their destinations on time, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. Please accept my most sincere apologies for your parents’ inconvenience. We would very much like to have the opportunity to serve your parents again under better circumstances, and I am disappointed that you feel that the Transportation Certificate offered by our customer relations representatives is unsatisfactory. It was offered as a token of our regrets for your parents’ inconvenience. It is not our intention to compensate at one hundred per cent of the value of the trip, but rather to offer a discount on future travel in hopes that your parents 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 your parents will change their mind, and as a token of my regrets for disappointing them, I will hold on file for them a Transportation Certificate in the amount of $300.00. The Certificate must be redeemed on or before June 28, 2016 and is not transferable. I hope your parents will use it toward their next Amtrak ticket purchase. To redeem the Certificate, please have them 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 parents’ Certificate is being held electronically and can only be redeemed by calling Customer Relations. Please have them refer to case number [redacted] when they call. Once again, thank you for writing. We look forward to the privilege of serving your family again in the future. 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. We are disappointed to hear that you were not able to travel with us. Amtrak requires passengers to cancel their reservation prior to the train departure time if they are...
unable to travel with us. If a passenger does not cancel their reservation, the fare is forfeited and a refund or voucher will not be issued. We are sorry that you were not aware of Amtrak’s Refund Policy. Amtrak’s policy for refunds, which appears on our public website, Amtrak.com, in national timetable books and on ticket envelopes. Due to this, we must respectfully decline your request for a refund. We apologize for the inconvenience that this has caused. 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
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
From: H[redacted], Vanessa *<[redacted]@amtrak.com>Date: Mon, Aug 28, 2017 at 8:29 AMSubject: [redacted] - your id #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>FYI Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. |...
Washington, DC 20002Email: [redacted]@amtrak.com | Office: ###-###-#### | ATS: [redacted] From: H[redacted], Vanessa * Sent: Monday, August 28, 2017 8:29 AMTo: '[redacted].com' <[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. Thank you for contacting us regarding the loss of your carry-on baggage. While we can certainly sympathize with your frustration and desire for restitution, Amtrak does not accept liability for items that are not placed in our checked baggage service. We hope that you will understand that as passengers do not register carry-on items with Amtrak, we cannot be held liable for such items. Even if you have received assistance loading it on or unloading it off a train or bus, Amtrak disclaims liability for carry-on baggage. As information, we have found, however, that under certain circumstances, those who carry homeowners' or renters' insurance may be covered for such losses under their policies. We suggest that if you have this type of policy, you contact your company agent. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
CONSIDERING I HAVE TO GO BACK AND FORTH EVERY 4 WEEKS FOR TREATMENT I FEEL A REFUND OF THE TICKET I PAID FOR YESTERDAY WOULD BE THE RIGHT THING TO DO. EITHER THAT OR PROVIDE A FREE VOUCHER FOR MY NEXT TRIP. FOR SOMEBODY WITH A DISABILITY TO BE TREATED LIKE THAT IS NOT RIGHT.
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
From: S[redacted], Vanessa Sent: Tuesday, May 03, 2016 12:53 PMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. Before I can respond to your concerns,...
I will need your date of travel and/or your reservation number since I am having trouble locating your information in our computer system. I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted]. | Washington, DC 20002Email: [redacted] | Office: ###-###-#### | ATS: [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.
Regards,
[redacted]
From: S[redacted], Vanessa Sent: Wednesday, October 28, 2015 1:13 PMTo: '[redacted]@[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