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

  6600 Yelm Hwy SE Olympia, WA 98513-6481

• 

  Amtrak Train Station

  1001 Loyola Ave New Orleans, LA 70113-1922

• 

  Amtrak

  643 Magazine St Ste 100 New Orleans, LA 70130-3433

• 

  Amtrak

  7519 Staples Mill Rd Richmond, VA 23228-4106

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:11/18/2022

  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.

  This is a formal complaint regarding my Austin, TX to Los Angeles, CA train trip beginning October 31, 2022 - Amtrak reservation #: ****** Despite the train being two hours late, and the station agent telling me the conductor had the discretion to approve my large trunk of belongings (allowing it on the train), the conductor decided to ridicule, mock, and humiliate me for 8 full minutes instead. He then said there'd be MORE humiliation for me at the next station, where he inexplicably would no longer have discretion, and the station agent would decide whether I could continue - or be stranded in San Antionio. This was uncalled for and extremely embarrassing to me. I was finally getting off the streets - after being homeless for six months - trying to get home to my family, and was singled out for harassment by the conductor. Rude behavior from Amtrak employees continued on the trip itself, as you will see in the attached video: Here's the video on *********: *************************************************************** And here it is on my ******* channel (with 22,000 subscribers & 10+ million views): **************************** I demand a full refund on my ticket price for being humiliated in front of the other passengers. The conductor deliberately terrorized me! Sincerely, **** ***** *******

  Business Response

  Date: 06/11/2023

   6/8/2023

  Dear *** *******:
  
  Thank you for your correspondence.
  
  We apologize most sincerely for the rude treatment that you report.  We expect our employees to treat our customers professionally and with courtesy, and we are so sorry that you experienced otherwise.  A copy of your complaint was previously forwarded to the responsible manager for review and corrective action. 
  
  We understand and appreciate the importance of good customer service.  Just as we have taken vigorous steps to return our railroad to a state of good repair, we are also working hard to improve the level of customer service that we deliver to each of our passengers. Please accept our most sincere apologies for your inconvenience.
  
  Amtrak provides compensation on case-by-case basis.  In this situation, we must respectfully decline your request for reimbursement of your completed travel. 
  
  As a courtesy, upon creation of this correspondence, we have authorized a Transportation Voucher in the amount of $50.00.  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.  An email confirmation has been sent to this email address: [email protected] which includes the Transportation Voucher number, amount, expiration date and additional redemption information.     
  
  Once again, thank you for writing.  We hope to have the privilege of serving you again in the future.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations
  

• Initial Complaint

  Date:11/15/2022

  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 Sunday October 2, 2022 I purchased two round-trip tickets from Richmond, Va (station RVM) to NYC (station NYP). Due to unforeseen circumstances we later learned we would need to board at another station further into the trip that the train also stops at in Alexandria (ALX). Given that we already have seats from ALX to NYP as part of our existing tickets, and given that the train already stops at ALX and we can easily just hop on there instead, we assumed this would not be an issue. We reached out thinking it was just a formality and to be safe. The full chat correspondence in the uploaded file, but in short we were told that it would cost an additional $240 for us to board at the later station. This is blatantly illogical but supposedly Amtrak policy. I can understand needing to have tickets match up with where you are going, but acting as if we are buying brand new tickets instead of making a minor change that results in us being on the train for LESS of the journey then and hitting us with a massive surcharge is just ridiculous. Nonetheless we have no options and absolutely have to be on the train, so we did accept the terms. We are however hoping someone from Amtrak sees this, understands how absurd this is and will do the right thing by refunding the additional surcharge.

  Business Response

  Date: 06/11/2023

  6/8/2023 

  Dear *** *****:
  
  Thank you for your correspondence.
  
  We appreciate your patronage.  We are working diligently to improve the services we offer to our customers and hope that many will share your interest in train travel. 
  
  Failure to board your scheduled departure at the designated station by the designated time, may cause you reservation to “No Show” and your fare to be forfeited.  For a complete overview of our refund policy, please visit ***********amtrak.com/refund-and-exchange-policy
  
  When passengers modify their reservation, we offer the lowest fare available, but we cannot guarantee the same fare will be available when changes are made.  The least expensive fares are sold on a first come first served basis.  As a courtesy, I’ve authorized a refund of $240.00 to be applied to the **** account by which the original ticket was purchased.  This procedure has been performed electronically, and no paper credit receipt was generated. 
  
  Once again, thank you for writing.  We look forward to the privilege of serving you in the future.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My most recent and 3rd trip from ************* to ***** was a bit different this time. Things started okay other than the snack bar at the ****************** only taking cash like it's ****. Things started going down hill at the first lunch. I was the very first person in the dining car and the last person to leave. Not because I'm slow or wanted to chat, it's because I got my dessert last. I sat at 11am and left two hours later. Because of this and due to being tired and wanting to relax, I asked ******, the car attendant if I could get my dinner in my room. He did not like that at all, but said he would do whatever. Another guy asked the same question after me and ****** really didn't like that and gave a huge eye roll. That didn't make things comfortable at all. When it was time to turn things down for the evening, I was doing things the way I have in the past, by stacking the mattresses on the top bunk for comfort and that's when ****** walked by to tell me I was doing everything wrong, but whatever...that's a quote. Lastly the door would not stay shut and ****** said I wasn't closing it right. My 3rd trip in a roomette...I know how to close the door. Fortunately the room had duct tape already on the door, so I was able to use that to keep the door shut. I usually tip at the end of the trip, but thought I would see if it made a difference during and gave ****** a big tip for a meal. His entire attitude changed like night and day. I usually tip for service I receive, not for service that I want. I paid $600 for a ticket and a roomette. I should not be made to feel uncomfortable during my trip due to poor attitudes and service. Also, you were out of chicken and I miss the carrot cake. I doubt I'll be taking any Amtrak trips anytime soon unless you guys move into the 21st century. Nobody should have to pay that kind of money to be treated poorly in a broken room.

• Initial Complaint

  Date:11/05/2022

  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.

  My train got cancelled twice, on 10/24 and 10/25. When I asked what the issue was causing the cancellation on 10/24, I was told that the 10/25 train would definitely run on schedule, so I delayed my travel back by one day. Then, I received the email from Amtrak saying my 10/25 train was cancelled only 5 hours before the train. This was just after all the other trains had left for the day so I had no alternative options. I ended up having to take a flight and booking it the day of, which was very expensive, costing me $250. This cancellation was extremely disruptive, expensive, gave me zero other options, and left me extremely disappointed in Amtrak's reliability. I would like a refund, compensation for alternative transportation, and will likely not be traveling with Amtrak again. I am submitting a complaint because I have not heard back from any other source.

  Business Response

  Date: 11/17/2022

  Good afternoon,
  
  I’ve sent ************ an apology and issued a full refund of his round trip travel.  Please see attached.

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AMTRAK Reservation ****** We reserved a roomette for two seniors from New York to Miami on 11 October and a return train on 23 October from Miami to New York, also in a roomette. A few days before the departure we received notification from Amtrak cancelling the train on 11 October and asking if we wanted to reschedule or a refund. There was no mention of the return trip. I replied asking for a refund then enquired of the status of the return train on the 23 October. I did not receive a reply. On 23 October we arrived at Miami station and presented our tickets which were accepted. We were escorted to the train, shown our room and our tickets were again verified. A few hours into the trip we were informed our tickets had been cancelled and our room given to someone else. We were told we had been refunded minus the cost of two seats in coach. This refund was done while we were on the train, after the trip had started. Firstly, we would never have booked into coach for 31 hours and object to been forced into a situation not of our choosing. Coach is cold and not conducive to sleeping. My husband is 73 years old and has health issues. By the time we reached New York, his pulse was up to 144. indicating the possibility of another stroke. Secondly I object to my credit card being manipulated to pay for seats we did not want. If informed, we would have flown. This abusive treatment and lack of respect is unacceptable. Was it because we're *******? Would Americans be treated this way?

  Business Response

  Date: 11/17/2022

  Good afternoon,

  I sent *** & *****  **************** an email apology and a full refund of their coach seating.  Please see attached

  Customer Answer

  Date: 11/18/2022

  [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,
  
  ***** And ***********************

  
  

  With thanks
  
  

• Initial Complaint

  Date:10/31/2022

  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 August 31, 2022, I bought tickets from Amtrak. Now, Amtrak will only give me a voucher back for my money and told me it was in the terms and conditions that should have been read. If they put this information in plain sight I wouldn't have bought them or went a higher price. I even bought the cancellation option for God's sake and still can't get my money back!!!

  Business Response

  Date: 11/09/2022

  Passenger spoke with Customer Relations on 9/6/22, she was advised of the policy and how to submit documentation for consideration.  We have received nothing, in my email I again explained the policy and provided an email to submit documentation for consideration of a refund

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Amtrak ticket in the amount of $201.60. On the day I was supposed to take the trip from NYC Amtrak station, there was police activity in the area which prevented me from getting to the Grand Central Station, Although I had arrived in NYC 2 hours before my departure, I called Amtrak to inform them of the situation. I was unable to get to the station and therefore missed my train. Amtrak refused to give me a refund for my ticket nor credit to use in the future. I am providing this complain with the BBB in hopes that I can resolve this issue. I would like a refund or a credit since I was unable to use the tickets at all.

  Business Response

  Date: 11/08/2022

  An email was sent to passenger with a Transportation Voucher as a one time courtesy.

  Customer Answer

  Date: 11/10/2022

  [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,
  
  

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

  
  

  I further want to thank the BBB for assisting in this matter for the positive outcome.

  Thank you again
  

  
  

• Initial Complaint

  Date:10/24/2022

  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.

  I began my recent trip on 9/10/2022. The train arrived over 4 hours late and became later when we arrived in San Antonio and found our connecting train had left us behind. We were bused to Longview,Texas on a 6 hour trip with other passengers. My problem is that as an asthmatic, I booked a private sleeper to get out of general population and decrease possibility of contact with someone maybe contaminated. Note, no one on bus was wearing a mask but me. I paid for a sleeper and didnt get my full value of that use and the trip put me at risk of exposure.

  Business Response

  Date: 11/09/2022

  Emailed passenger with apology and partial refund for loss of accommodations

• Initial Complaint

  Date:10/23/2022

  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.

  Tried to reserve a ticket with amtrak on their website. They kept declining my credit card even though it worked just fine when I used it to reserve lodging.

  Business Response

  Date: 11/09/2022

  Responded to passenger with letter of apology, problem with declined credit card should be addressed with financial institution 

• Initial Complaint

  Date:10/17/2022

  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.

  More than 30 days ago, I purchased a roundtrip ticket to Boston. for early November. I am no longer able to go on the trip and canceled the reservation. I was informed that I would received a voucher and that a credit card refund would not be issued. The reason given is because the price of the ticket was discounted. It informs you of the no refund policy AFTER you purchase the ticket. When you are selecting the seat to purchase, the website does not tell you BEFORE you purchase that the seat you're selecting isn't eligible for a credit card refund and that you will only get a voucher toward another trip. The customer service rep I spoke to who issued the voucher confirmed this.

  Business Response

  Date: 11/17/2022

  Good afternoon,

  We have no record of ****************** previously contacting us to discuss his reservation. 

  The option that ****************** selected is a Saver Fare at a considerable savings.  The Saver Fare you selected is nonrefundable if not canceled within 24 hours of booking, it requires cancellation prior to travel to be eligible for a 75% non-refundable eVoucher.  If not canceled before the scheduled departure, the entire amount is forfeited and cannot be applied toward future travel.  Refund options are displayed at the time of selection and our policy is available for review prior to purchase. For a complete overview of our refund policy, please visit ************************************************.

  Please see attached.

  Customer Answer

  Date: 11/18/2022

  [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:

  
  

  It doesn't address the specifics of the complaint. It's a canned response about their refund policy. The basis of the complaint is not being informed AT THE POINT OF SELECTION that the price falls under the refund policy. Informing AFTER the fact is the problem.

  
  

  Odd that the have no record of me contacting them. I spoke with customer service before making the BBB complaint.  They're either lying or have a serious internal operations problem. 
  
  Regards,
  
  *************************