Amtrak Customer Service Issues

Hello, I am currently on the 8:15 train from Newark, NJ to Baltimore. I was seated in the last seat on the right of the first-class car. After several stops, a man boarded and told me he had reserved the seat, asking me to move. Neither of the attendants, not even the one who checked me in, informed me that the seat was reserved. I moved seats, and the man I am now seated next to, who is a frequent Amtrak passenger, mentioned he has never heard of "reserving" a seat. Could you please provide clarification?

I have a reservation for a trip from Boston to NY on November 22 and returning from NY to Boston on November 27. As a college student heading home for Thanksgiving, I need to cancel the first leg of my journey from Boston to NY on November 22 due to carpooling arrangements. How can I proceed with canceling just the November 22 ticket while keeping the November 27 ticket? My reservation number is 18BF15. Thank you for your assistance.

I rode Amtrak for the first time last weekend, and it was quite disappointing. My train was delayed from 5:20 am to 6:30 am, and upon boarding, I found trash on the seat in front of me with what appeared to be bloodstains. On my return trip, I struggled to find Amtrak staff to assist with baggage check. To make matters worse, I missed my stop in Philadelphia and had to get off in Trenton, NJ. The employee's response was unhelpful as he mentioned the brief stop in NJ. The lack of clarity and assistance during the whole journey made it a nightmare.

My daughter and I are truly disappointed. We had carefully planned a long-awaited vacation together, booking a private sleeper room on the Coast Starlight #14 train from Sacramento, CA to Seattle, WA back in February of [redacted]. Despite purchasing travel insurance, we were shocked to receive a call one week before our trip, informing us that our train had been canceled. When seeking information from customer service, I was met with uncertainty and long hold times. We ended up having to purchase last-minute flights at a comparable cost to our original train fare. The lack of timely communication and options for alternate arrangements has left us feeling let down. We hope for an explanation on the delayed notice and potential compensation for this unfortunate situation, as we still aspire to experience the sleeper room journey in the future.

On Saturday, June 16th, at Richmond, CA station, my husband James and I took train [redacted] to Merced on the San Joaquins line with reservation 06D710 for 2 passengers under the names Ellie Clarke and James Clarke. Unfortunately, the train departed more than 2 hours late, causing us to miss our connection with the YARTS bus to El Portal. As a result, we had to hire a taxi from Merced at a cost of $[redacted].00. We kindly request a refund for this amount. We can provide the YARTS ticket number and taxi receipt if needed, but the conductor was informed of our situation and our efforts to find alternative transportation. We ask for the refund to be processed back to the payment method used for reservation 06D710. Thank you for your attention to this matter. Sincerely, Ellie Clarke.

I encountered an issue while trying to make reservations repeatedly; every time I completed the process, it would loop back to restart. I initially called in my reservation and was unaware it would expire on July 16th due to the lack of payment. My desired trip is from Newton, Kansas to San Bernardino, California, ideally priced at $99, though the actual cost was $[redacted]. I am aiming to travel around August 3rd or 4th. Living in Oklahoma City, I will need to take a $24 bus ride to Newton before embarking on the $[redacted] journey to San Bernardino. For further assistance, please contact me at [redacted] at your convenience. Your prompt attention will be greatly appreciated as I have spent all night dealing with this matter and am quite fatigued.

I recently traveled round-trip with my service dog from Denver to Naperville, IL. The journey to Naperville was incredibly challenging for us. Unfortunately, during the 20-hour ride, I was only able to take my service dog off the train twice, despite explaining the need for more breaks due to her health issues. The conditions on the train were unsanitary and inaccessible, especially the area where my dog had to rest. Additionally, the assistance with meals was minimal, which was distressing. Due to these circumstances, I have decided not to return via Amtrak and will be flying back instead. I will not seek a refund for the trip to Naperville but will be requesting a refund for the return trip. It is essential for Amtrak to improve their disability accommodations as this experience was disappointing and unacceptable.

It's currently 4:59 pm, and my cell phone is only at 11% battery. Due to delays and missed notifications, I couldn't enjoy the complimentary dinner, Kickback, at the Drury Hotel where I'm staying. I'm Beverly from [redacted] Estate Road, Wilmington, NC, with reservation number 8E3BD-06Aug18. I tried reaching Amtrak's customer relations, but extended wait times forced me to disconnect after 22:13 minutes on hold. My phone is now at 9%, and I urgently need assistance. I'm also requesting compensation for the missed meal for myself, my daughter, and two grandchildren. This situation is incredibly frustrating. Sincerely, Beverly Moore, a loyal Reward member feeling let down by the situation.

Firstly, I prefer long-distance train travel over driving. I appreciate the various seating options and roominess available. However, I am dissatisfied with the cleanliness of the restrooms on Amtrak trains. It is essential for Amtrak to have staff regularly disinfect the restrooms to prevent the spread of diseases. I am disappointed by the lack of cleanliness and the odor from clogged restrooms on trains like the 89 Palmetto. It is crucial for me to see clean restrooms as a priority during my travels. I also wonder where the attendants gather after scanning tickets, as their presence seems scarce. Despite the slightly high prices, the cafe with its friendly staff is a convenient option. However, I urge Amtrak to ensure there are proper facilities for vomiting in a hygienic manner. It is necessary for Amtrak to invest in cleaning products and staff to maintain the cleanliness of the restrooms for the health and safety of passengers. Thank you for addressing this issue. Sincerely, [initials]

Hello, I traveled on the Amtrak Carolina service on September 2nd to visit my family in High Point, NC. Unfortunately, we experienced significant delays during the journey. We were 2 hours late due to a 30-minute stop for a construction train, and an additional hour and a half delay in Raleigh due to train problems that caused several passengers to disembark. Consequently, my daughter had to wait for 2 hours at High Point station. The scheduled arrival time of 7:10 was not met, and this was quite distressing. I am traveling back on train #79 on Sunday, September 9th. I sincerely hope that steps can be taken to prevent such incidents from occurring frequently in the future, as many passengers were understandably unhappy. Thank you, Sharon C.

I wanted to share my experience from September 2, [redacted], when I boarded train 1 from Yuma, AZ to Sacramento, CA. The train was significantly delayed, leaving me stranded on a platform without any amenities for over 3 hours. Consequently, all my connecting transfers had to be rearranged. Additionally, the train from Bakersfield to Stockton was overcrowded, leaving passengers without proper seating, forcing some to sit or lie on the floor. It was disappointing to see half of the dining car tables reserved for train staff, and the service was unhelpful and unwelcoming. The situation with people standing and laying in the aisles and stairwells was unsafe and hazardous. Amtrak should address these operational issues and refrain from overbooking trains to ensure passenger safety. If an emergency had occurred, the consequences could have been severe.

On Saturday, September 1, [redacted], I accompanied my mother to Union Station in Washington, DC for her Amtrak journey to Greenville, SC at 5:30 p.m. Since my mother is a senior with a hip issue, I asked her to sit in the boarding area while I sought a red cap for assistance. A kind Amtrak employee named Lewis approached us and offered to help without hesitation. Instead of having to go back and forth, he took the initiative to assist my mother onto the train, going above and beyond in providing excellent customer service. Even though I didn't remember his last name, we were truly grateful for his exceptional assistance. Thank you, Kimberly T.

Hello, I am currently stranded in Hornbrook, CA, due to the wildfires in the area. The fires have shut down the part of I-5 that I needed to access to get to Dunsmuir to board my train. The station also canceled my reservation. I have struggled to find another way to Dunsmuir and had to reschedule multiple times with no success due to the difficult circumstances. Unfortunately, I ended up in this situation after being deceived by someone who misled me here under false pretenses, leaving me vulnerable and without resources. I have missed my last reservation and couldn't call to reschedule. I kindly request that my ticket and reservation, with the number 9D4889, be reissued so I can return home to Sacramento. Thank you for your help. - J.S.

We experienced multiple issues on train number 49 & 3 from New York to Chicago to Flagstaff. In cabin [redacted] A, the toilet wouldn't flush properly, causing inconvenience. Despite efforts to solve the problem, it persisted. Additionally, a disruptive buzzing noise above the hand basin disturbed our sleep. The dinner served fell short of our expectations. Despite these challenges, our cabin butlers, James and Paul, provided excellent service. The overflowing toilet water on our second leg of the journey from Chicago to Flagstaff further dampened our experience. We hope Amtrak addresses these issues effectively on our upcoming travels to avoid any further dissatisfaction.

I traveled on California Zephyr #5 departing from Chicago on September 15th. Due to wildfires near the track in Utah, the train was rerouted back to Grand Junction for over 12 hours before being sent back to Denver, causing us to miss our rental car and reservation in South Lake Tahoe by 2 days. Our final destination was Yosemite. To make matters worse, our car, [redacted], had no working toilets since early morning on September 16th. The overall experience was very unpleasant. We had looked forward to the trip but do not plan on taking it again. Even the functioning toilets in other cars were dirty. We are requesting a refund for the return journey and the fare beyond Grand Junction, CO. We flew back from Denver on September 18th without enjoying our vacation. Being in our 70s, we hope to attempt a trip to Yosemite next year without involving a train. I reached out via email to Allen Frankey, customer relations supervisor, on September 20th but received no response. I am eagerly waiting to hear back.

I am the owner of a parcel of land along Route 30, specifically at [redacted] West Lincoln Highway, next to the Denron Sign Company. I observed your team working near the tracks on my property and noticed they left a significant amount of wire behind, which seems to be considered trash. Can I keep this wire? They also damaged my grass in the process. I am willing to exchange the damaged sod for the wire that is partially on my property anyway. Alternatively, should we obtain repair estimates and discuss via email? I also want to explore the possibility of relocating the right of way to the end of the property to prevent similar incidents in the future. Please inform me of the next steps. Thank you, Dave C. If I am allowed to keep the wire, I will arrange for immediate cleanup. Contact: [redacted] Email: [redacted]

I have a query regarding bringing a bicycle on board the train. I noticed that both the Sunset Limited and the Texas Eagle routes from LA eastward indicate that bicycles are allowed on board, but they consistently show zero spaces remaining. After contacting Amtrak, I was informed that the Sunset Limited no longer permits bicycles on board, and the Texas Eagle only has space for three bikes. However, regardless of the date selected for any trip up to 11 months in advance, it still shows as no spaces available. It seems unlikely that all spaces would be booked so far in advance. I would appreciate clarification on why the Sunset Limited is listed as allowing bikes when it doesn't and why the Texas Eagle consistently indicates no space available up to 11 months ahead.

After making my reservation with booking number C20C73, I realized I needed to go through my company's booking agency instead. Upon calling to cancel, I was informed I could get a partial refund. They advised me to call back the next morning for a full refund. Despite multiple calls, I was unable to reach them due to high call volumes. When I finally connected with an agent that evening after a half-hour wait, I was once again advised to try in the morning for a full refund. However, my morning call resulted in being informed by a Customer Relations representative that I couldn't receive a full refund due to the fare's policy. This back-and-forth led to additional expenses as I had already booked another ticket through my company's agency. Enduring four calls, over an hour of waiting on hold, and no resolution left me feeling misled and frustrated.

We traveled with Your Roomett Sleep accommodations from October 11th to the 15th, [redacted]. Our journey lasted over 12 hours, and we opted for the rail experience over flying or cruising. However, the dining experience was subpar and very disappointing. Amtrak served food in a box instead of providing a full cooked meal service. This change meant missing out on the enjoyable amenities of dining with full-service cooked foods. After flying from Orlando and then taking the train, being issued a boxed meal was quite a letdown. I hope that Amtrak can restore the full dining, full-service lounge experience to provide first-class amenities for all passengers, both young and old. Many complaints were heard when the boxed meals were distributed, as dining out of a box was not the luxury experience expected when traveling by rail, flying, or cruising. This feedback may be worth sharing with the new CEO from Delta, Mr. Anderson.

I am reaching out about my recent Amtrak journey on Trains 8 and [redacted] with booking reference CA9272. The train was supposed to depart from Minneapolis, Minnesota on October 19, [redacted], at 8:00 am but was delayed, arriving at Chicago (Connecting Terminal) at 6:22 pm, making it 2 hours and 27 minutes late. As a result of this delay, I missed my connection from Chicago, Illinois to Lafayette, Indiana. Despite contacting passenger services upon arrival in Chicago, I was informed there were no available options to get to Lafayette for the next 16 hours. This caused me to miss an important event in Lafayette, leading me to cancel my rebooked ticket and adjust my return travel plans a day earlier. I am disappointed with Amtrak and its customer service, and I am requesting compensation for the inconvenience and losses incurred due to Amtrak's delays and errors. I anticipate a response within 7 days. Sincerely, Prateek Vachher