Complaints

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

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• 

  Amtrak

  1 Massachusetts Ave NW Office Of Customer Relations Washington, DC 20001-1401

• 

  Amtrak

  60 Massachusetts Ave NE Washington, DC 20002-4285

• 

  Amtrak

  1050 Kettner Blvd San Diego, CA 92101-3339

• 

  Amtrak

  6600 Yelm Hwy SE Olympia, WA 98513-6481

• 

  Amtrak

  400 S West St Raleigh, NC 27601-2193

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/03/2023 myself, my daughter, and her boyfriend traveled from Chicago, Illinois to Du Quoin, Illinois via Amtrak. I paid for business class seats because they were advertised as roomier on their website and guaranteed to have Wi-Fi by the conductor on the way to Chicago on 12/01/2023. On the return trip, we were placed in the last car on the train, which was a coach car, in the upper level. Our "business class" seating was designated by a piece of scrap paper someone had handwritten business class seats **-** and drawn four arrows. It was the exact same seats as the coach class. It certainly was not the "premier, enhanced experienced" or "extra legroom" and "wide and comfortable seats" Amtrak advertises on their website. I have photos of what Amtrak advertises as well as the signs they posted on the train for their "Business Class seating" that day. Thank you for your time and attention to this matter.

  Business Response

  Date: 12/13/2023

  We appreciate ************************* taking the time to bring their concerns to our attention. We are sorry to learn of their dissatisfaction with their recent trip. As a one-time courtesy, we have authorized a monetary refund of the business class fare from Train 391 in the amount of $75. This will be issued to the original form of payment. Amtrak considers this matter to be resolved.

  Customer Answer

  Date: 12/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation Number - ****** Reservation Number - ****** These two reservations were made for a large group and were supposed to be booked together. The company would not allow us to book all eight passengers on a train at one time so booked us separately. Somehow dates got messed up and half of us are booked for December 9 and half of us are booked for December 10. We reached out to try to change these to the same day of December 10 and they said theres nothing they can do without charging us $525 apiece or doing an Evoucher of 75% however in the attached screenshot of the policies there is nothing about an voucher only about a refund which means I should be getting refunded to my original payment method. I have spoken to multiple people and they will not even let me talk to a manager. The customer service representatives were not helpful and only denied my claims to assistance. I do not recommend working with them. And we are now going to be out all of the money for the trip because we do not have a guaranteed trip home for all eight of us.

  Business Response

  Date: 12/11/2023

  We appreciate *********************** taking the time to bring their concerns to our attention regarding reservations ****** and ******. As information, both reservations were purchased through Amtrak's Saver fare plan. Saver tickets become non-refundable 24 hours or more after booking and the only form a refund can be issued is a non-refundable eVoucher. The entirety of our cancellation and refund policy can be found online at Amtrak.com/refund-and-cancellation-policy. While we regret the inconvenience, we must respectfully decline their request for a monetary refund. Although our response is not favorable, please be assured that Amtrak takes their comments and feedback seriously. Amtrak considers this matter to be resolved.

  Customer Answer

  Date: 12/11/2023

  We were not told about the switch in refund policy. It was stated as 75% refund to original payment method before the switch. We thought we got this however the old refund policy applied to us. This is their fault for false advertising 

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 5, 2023 I called Amtrak agent via phone to book itinerary *************** ABQ to GRR via CHI. I gave agent my credit card ending in **** and voucher ************************ Agent emailed itinerary. Itinerary says this is not a ticket but you must use this to print the ticket at the station. It says also that it will be cancelled by Aug 12 if not purchased. Why would I call back if agent had processed my payment on the phone? Amtrak says I was to call back on the phone but that was not my understanding. I had no way of knowing transaction failed. No notification was sent to me via email and I didn't notice that billing didn't occur on my credit card statement.I showed up date of travel 11/19/23 and was told by ticket agent, ticket was cancelled due to payment not going through. I decided to purchase ticket at current price as Amtrak customer relations was closed on the weekend and train was about to depart. I forgot to use the T#'s above but assumed Amtrak would work with me to fix the problems after travel occurred.When I contacted Amtrak customer relations after travel, they would not budge. They said that it was not their fault that I did not receive a cancellation notification. They said adjustment to a ticket price and vouchers cannot be applied after travel. They made no consideration of the predicament I was left in.I would like Amtrak to apply the $700 vouchers and honor the original payment agreement of $882 total.

  Business Response

  Date: 12/11/2023

  We appreciate *********************** taking the time to bring their concerns to our attention. We are sorry to learn of the misunderstanding regarding reservation BBE2E8 which was cancelled due to nonpayment. According to our records, *********************** was informed that the reservation would be cancelled if payment was not received by August 12, 2023. As information, Amtrak would have happily assisted with the reservation if we had been contacted prior to the scheduled travel date of November 19, 2023. While we regret the inconvenience, we must respectfully decline the request for compensation. Although our response is not favorable, Amtrak takes ******************************** comments and feedback seriously. Amtrak considers this matter to be resolved.

  Customer Answer

  Date: 12/11/2023

  [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: ********
  
  I am rejecting this response because:

  I had no way of knowing that Amtrak feels it is unnecessary to communicate to its customer that a transaction did not go through.   When a loyal customer makes a reservation with a business, the business has the burden to communicate with the customer that the transaction did not go through.  When I completed the transaction, I understood that the agent had processed it correctly as they had taken my full payment and the agent ended the call when completed.  It makes no sense that I had the burden to call back or check if the transaction was completed.   I received Amtrak's confirmation email stating that the ticket must be printed at the station as confirmation that there was no problem with our agreed upon transaction.  

  This matter is not resolved and Amtrak's treatment of a loyal customer is unreasonable:  When a customer is left stranded by the business not communicating adequately, the business has the burden to make right the mistake by honoring the original agreed upon price and payment method which was  $700  vouchers + $182 cash payment=$882 ticket price.  The Amtrak agent in Albuquerque did call from the ticket counter but no one in customer service could adjust the price due to it being a weekend and only agents who work during weekdays can adjust prices.  Therefore, I ended up paying $1121 cash out of pocket.  At a minimum, Amtrak needs to return me $939  ($1121 ticket cost incurred minus the cash I originally agreed to pay of $182 = $939).
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 12/12/2023

  Hey there Better Business Bureau stafaf:

  Could you kindly submit my response back to Amtrak?

  Thanks,

  ***********************

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for round trip train tickets from Toronto Union Station to New York Penn Station on July 4, 2023. The total cost was $304 USD. (I was later refunded $35 when I downgraded my return trip to be economy, not business class, because of this issue, so the total amount I paid was $269 USD). I booked my trips, both of which occurred during business hours, because of the claim made on the Amtrak Maple Leaf Train webpage (***************************************) that there was WiFi on board. I even paid extra for business class, which was only available on my first trip for the Canadian portion of the trip. When I boarded the train, I was informed that there is no Wi-Fi service for the entire Canadian portion of the trip (roughly 2 hours of the 12 hour train ride). This is due to a technical limitation (from my understanding, Amtrak uses U.S. cell towers for their Wi-Fi). Not due to unforeseen circumstances. I was relying on Amtrak to provide Wi-Fi for those hours, so I could work on the train. Especially since I had a business class ticket, I felt confident I could conduct business. While I acknowledge it says "Amenities may vary by train", on the page, when Amtrak advertises "Wi-Fi onboard" on a page specifically about a train that travels to Canada, I think they should disclose there is no Wi-Fi available in Canada. I would have chosen to just fly had I known. Before submitting this complaint, I did some research. The information that there is no Wi-Fi in Canada is available, but is two pages away from the page where Amtrak claims there is Wi-Fi on board the Maple Leaf train. To find this information you must click "Wi-Fi on board" on the Maple Leaf page, then on the "Wi-Fi on board" page there is no indication that WiFi may not be available in Canada, but there is another link "Get more details and updates about WiFi services." where you can see there is no Wi-Fi on the Maple Leaf train. If I had known, I would have flown instead.

  Business Response

  Date: 12/07/2023

  We appreciate *************************** taking the time to bring their concerns to our attention. We are sorry to learn that there was a misunderstanding regarding the availability of onboard WiFi. As ***** wrote in their complaint, this information is available on Amtrak.com. However, we regret that it wasn't as readily available as desired. This feedback is invaluable to Amtrak and has been forwarded to the responsible manager for their review and consideration. We sincerely apologize for any inconvenience and hope to see *************************** onboard again, under more ideal circumstances. Amtrak considers this matter to be resolved.

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: First attempt using Bank ** ******* *** **** credit card, which purchase was initially denied: 5/29/23. No e-ticket was received, and the denial was assumed to be firm with no indication that the purchase would go through or any contact from Bank ** ******* or Amtrak. I was blocked from the Amtrak website inexplicably until the next day. I have never had problems with my credit and pay my bill in full each month. Second attempt using ***** ***** **** credit card, which purchase went through successfully and e-ticket was received and printed: 5/30/23. Amtrak then posted the initially denied purchase through Bank ** ******* for the very same trip and customer (myself) the following day on 5/31/23, after they had already received payment from *****. Amounts paid to Amtrak: $186.00 through ***** first for the ticket I actually used, while disputing extra charge through Bank ** *******. Amtrak refused to accept their error and denied my claim through Bank ** *******, so I ended up paying the $186.00 wrongfully to Bank ** ******* to avoid closing an account that I have had in good standing for about 20 years. In total, Amtrak took $372 for my one-way return ticket from Denver, CO, to Naperville, IL, double the cost of the ticket. It was a visit to my sister, *********************, who would be happy to verify my solo trip: *************. The reservation number of the ticket I used to board the train is: ******-30MAY23. If video surveillance at Denver Union Station needs to be accessed, I am 5'4", 170 lb., *********.Dispute: Amtrak needs to return the extra $186.00 either to me or to my Bank ** ******* account as a credit. They have no right to take a double payment for my single, one-way ticket. After Amtrak denied my claim through Bank ** *******, I filed a claim through *****, which they also denied. This extra, unlawful charge is a great hardship financially. My name on my Bank ** ******* card is abbreviated to "*****************************".

  Business Response

  Date: 12/07/2023

  We appreciate ***************************************** taking the time to bring their concerns to our attention. We are sorry to learn of the difficulty they experienced while traveling. According to our records, ***************************************** booked and purchased two reservations: ****** and ******. As a one-time courtesy, we have authorized a monetary refund of reservation ****** in the amount of $186. This will be issued to the original form of payment. Amtrak considers this matter to be resolved.

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution is satisfactory to me in that a refund will be issued for the originally denied reservation/payment through Bank ** *******. Note that I never received any evidence, such as an e-ticket or reservation number, to indicate that the originally denied reservation/payment had later been approved. 
  
  If a credit card payment is initially denied, a business should not be allowed to take payment from a second credit card and then later decide to take payment from the first credit card.  That amounts to fraudulently taking a double payment.  As long as the money is returned to my Bank ** ******* account, I consider this matter resolved.  However, protections should be put in place against such duplicate charges taken from the same client for the very same trip.  At a minimum, a company should be required to have confirmation from the client that the same individual really wants to purchase the exact same trip twice in a period of two days, clearly an unlikely scenario by any reasonable standard.
  
  Thank you, BBB.  I am most grateful for the services of the BBB.
  
  *****************************************

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 11/11/23 I purchased an amtrak ticket online for $86.00 recorded on my ***** ****** Checking Ledger as "National Railroad: ******".It was never refunded great than $7. anywhere within *** *** nor my bank, although I cancelled it in a timely manner online with emails or financial ledger record scans.YOu see, the problem is that the ****** credit was issued, but that never showed up on my checking account ledger *****. And I have an arrangement for daily instant transfer of any positive balance at ****** ********************************* The monies disappeared into the nowhereville. I think Amtrak is at fault.k

  Business Response

  Date: 12/07/2023

  We appreciate ******************* taking the time to bring their concerns to our attention. According to our records, a monetary refund of reservation 2F75A8 was issued in the amount of $86 to the original form of payment. While we regret the inconvenience, are unable to further assist. We encourage ******************* to contact their financial institution as we have verified that the refund has been issued. Amtrak considers this matter to be resolved.

  Customer Answer

  Date: 12/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********************* *****
  

• Initial Complaint

  Date:11/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/23 I took Amtrak train from Richmond VA to Alexandria the train was 30 mins late with no warning given I had to lose money spent on a **** that was waiting in me at the station. On 11/25 he exact same thing happened this time 40 mins late upon arrival at one time just sitting on the tracks for 30 mins. No warning. I would like a full refund of both trips apologies will not give me back the money I lost on **** both going and coming. I am utterly disgusted

  Business Response

  Date: 12/07/2023

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

  Thank you for your recent correspondence.

  We appreciate your taking the time to bring your concerns to our attention. On-time performance is a major priority at Amtrak. We make every effort to operate on-schedule, because we know how frustrating a late train is to our passengers.We are sorry that Trains 99 and 186 were late and that you were negatively impacted.While we do not guarantee on-time performance, we understand that delays inconvenience our passengers.

  As information, Amtrak does not authorize monetary refunds when transportation has been provided, nor do we offer monetary compensation for inconvenience.Therefore, we must respectfully decline your request. Although our response is not favorable, please be assured that Amtrak takes your comments and feedback seriously.

  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 1-800-USA-RAIL, and at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. A confirmation email has been sent to this email address: ************************ which includes the Transportation Voucher number, amount, expiration date, and additional redemption information.
  

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

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is so minor that it's kind of weird Amtrak simply does not want to actually address this in anyway. Essentially, I took a trip from Washington DC to Boston. The stop I was supposed to get off at was Boston South, but instead the conductor told everyone that Back Bay Station was the last stop. I don't know if this was a mistake, but everyone on the train was told to depart, despite that my ticket was for Back Bay Station. All I asked for was the difference in fair between the two stations (about $7... that's it). Instead I got an email saying that they couldn't do anything about it since the trip was completed. But the problem is that the trip WASN'T completed. I was told to get off at a stop that wasn't mine when it was supposed to go to one more stop. I don't think it's unfair to have them refund me for a single stop when they told me to get off the train to begin with. That just seems very weird to me. If it was a mistake (and it probably was) that's fine, but the customer service has been pretty bad in this regard because they think I'm complaining about something else when I'm not. They think I want a full refund when I don't. But the reality is that instead of actually listening to my concerns they're kind of just adopting this, "Well, we're sorry that happened..." but will neither address why it happened nor refund the difference between stations which is, again, only $7. It's more the principle of the thing, that they could at least own up to the reality that they messed up. I'd never taken the line before and the job of staff is to help us reach our destination, which they didn't in this case. It wasn't too bad since I still ended up in Boston, but it still made for a lengthy delay in getting to my destination as a result.

  Business Response

  Date: 12/07/2023

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

  Thank you for your recent correspondence.

  We appreciate your taking the time to bring your concerns to our attention. We are sorry you did not receive the assistance you needed when you traveled. Amtrak aims to facilitate a high level of customer service to each of our passengers. Our employees are expected to provide the best assistance possible and to perform their duties in a professional manner. A copy of your correspondence has been forwarded to the responsible manager for review and any necessary corrective action.

  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 1-800-USA-RAIL, and at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. A confirmation email has been sent to this email address: ****************** which includes the Transportation Voucher number, amount, expiration date, and additional redemption information.
  

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

• Initial Complaint

  Date:11/18/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello i purchased a train ticket leaving from Needles CA to Springfield IL, due to the time difference of where im at in Bullhead City, AZ and not being allowed on the train i was stuck and the employee was also rude as ****, etc i WANT MY ******* MONEY BACK YOU LITERAL ****** ** *** ****.

  Business Response

  Date: 11/28/2023

  The following email was sent to *****************

  From: **************************
  Sent: Tuesday, November 28, 2023 3:31 PM
  To: **********************
  Subject: Amtrak Follow Up - Case *******
  
  Dear ****************:
  
  Thank you for contacting us recently.   I am responding on behalf of the Corporation.
  
  I am sorry to read the concerns you expressed with us and that you were unable to cancel or change your reservation prior to departure.  As much as we regret the inconvenience to you, Amtrak requires cancelation prior to travel to be eligible for a refund.  I have reviewed your concerns; however, I must respectfully decline to offer a refund as you have requested.
  
  However, out of consideration, I have authorized a Transportation Voucher in the amount of $343.00.  The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling **************, or at station ticket offices.  The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable.  An email confirmation has been sent to this email address: **********************. Kindly review the terms and conditions for use.  It will include the Transportation Voucher number, amount, expiration date and additional redemption information.
  
  Once again, thank you for writing.  We appreciate your understanding and hope that you will give us another opportunity to serve you under better circumstances.
  
  Sincerely,
  
  *************************
  Customer Relations Specialist
  Amtrak  |  Office Of Customer Relations  |  1 Massachusetts Avenue NW  |  Washington, DC 20001
  Email: ****************************************************
  
  

  Customer Answer

  Date: 11/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:11/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My train ride was delayed 5 hours causing to miss the next train. There resolutions to get on a connecting bus that is not the Faire I paid is of no equivalence to travel cost and missed plans causing to cancel hotel stay rearrange plans and later arrival time. Customer service was rude when I asked for supervisor and they disconnected the call.

  Business Response

  Date: 11/28/2023

  The following email was sent to *******************

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

  Sent: Tuesday, November 28, 2023 5:01 PM
  To: ******************
  Subject: Amtrak Follow Up - Case *******
  
  Dear ******************:
  
  Thank you for contacting us.  I am responding on behalf of the Corporation.
  
  Let me apologize on Amtrak's behalf for the delays and service disruption that you experienced when you traveled with us.  We certainly understand the inconvenience and frustration this caused you.  The delays were beyond Amtrak's immediate control.  In spite of our best efforts, delays are an unwelcome but unavoidable part of the transportation business.
  
  It is also disappointing to hear that this delay caused a missed connection.  In the event of a missed connection, Amtrak may attempt to provide alternate transportation.  Because of the short notice that is usually involved, other modes of transportation may not be immediately available.  In this instance, it was determined that alternate transportation was not a viable option.  In this case, Amtrak may attempt to house passengers in a hotel for the night in order to put them on the next available train at the same rate.  If Amtrak is unable to provide alternate transportation and a passenger does not want to be put in a hotel for the night, we will honor a full refund on the remaining portion of unused tickets, so the passenger may find their own method of transportation to their final destination.
  
  Out of consideration, I have authorized a full refund of your unused tickets from Savannah, GA to Charleston, SC as a one-time courtesy.  An automated credit in the amount of $37.00 was applied to the **** account used for the purchase of your tickets.  This procedure has been performed electronically, and a paper receipt is not generated, but you can expect the refund to be posted to your account within 10 business days.
  
  As much as we regret the inconvenience to you, Amtrak does not provide reimbursement of expenses incurred with other service providers. Therefore, we must respectfully decline your request to reimburse any out of pocket expenses you may have incurred.  Out of consideration, our Customer Relations Representative issued you a Transportation Voucher in the amount of $200.00.  The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-872-7245, or at station ticket offices.  The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable.  An email confirmation has been sent to this email address: ********@*****.com.  Kindly review the terms and conditions for use.  It will include the Transportation Voucher number, amount, expiration date and additional redemption information.
  
  Once again, thank you for writing.  We hope that you will give us another opportunity to serve you under better circumstances.
  
  Sincerely,
  
  ******* *****
  Customer Relations Specialist
  Amtrak  |  Office Of Customer Relations  |  1 Massachusetts Avenue NW  |  Washington, DC 20001
  Email: ****************************************************