Amtrak Customer Service Issues

I bought a ticket for a friend to travel from Hanford, CA to San Diego, CA, scheduled for 3/14/[redacted] at 10:18 a.m. Unfortunately, he was unable to board the train as he did not have an ID with him. After he got his ID the next day, I've been trying to reschedule the trip without success. I've reached out via email and spoken to various individuals without any help. My friend didn't use the e-ticket, and I'm eager to have him make the journey. I haven't received any responses to my emails. Please reply to [redacted] or call me at [redacted]. The ticket is under the name Mike McClain, reachable at [redacted] or [redacted] Looking forward to a prompt response. Thank you. Pamela Elliott Reservation #55D3D7

Subject: Unfortunate Experience with Amtrak Staff Dear Sir/Madam, I have been a frequent traveler between Johnstown, PA and Philadelphia, PA for many years, choosing Amtrak due to the comfort, scenery, and hospitality of the staff. However, recently I have encountered troubling violations of the Americans with Disabilities Act. On March 18, [redacted], I witnessed an elderly man who was blind, deaf, and mute miss his stop due to the conductors' oversight. Using my knowledge of American Sign Language, I helped communicate with him and ensure he reached his destination safely. My frustration peaked on March 19, [redacted], at 30th Street Station in Philadelphia. Despite informing the Red Cap Desk of my disability and need for assistance, I faced difficulties with the staff. An employee named "Frank" mishandled my luggage, leading to a stressful boarding process. When I sought help from another Red Cap named "Carl," he was dismissive and unhelpful, making inappropriate comments. I spilled my drink and faced unnecessary challenges due to these incidents. I urge Amtrak to address this behavior promptly to prevent future issues. Sincerely, G. Brandon

During my visit to pick up my ticket at the station, I encountered an issue with the clerk, Sandra, at the Transbay Temporary Terminal. Despite my ticket showing that Amtrak owed me $[redacted], she struggled to resolve the matter. After attempting to seek assistance by phone, she asked me to step aside, indicating that I should yield to the next person in line. This was frustrating as I had already waited for 15 minutes and had an upcoming appointment. Sandra insisted my trip wasn't until the following day and prioritized the person behind me, causing distress as I had meticulously planned my journey. Upon returning two hours later, she continued to be uncooperative. Eventually, after contact with the customer care supervisor, the issue was resolved. The supervisor agreed that Sandra had mishandled the situation. While hesitant to raise concerns about race, I noticed that both the person behind me and Sandra shared the same ethnicity, contrasting with mine. This experience left me feeling undervalued and raises concerns about fair treatment based on color. It was disheartening to be disregarded in line, especially by an entity like Amtrak that typically embodies American values of equality.

I want to purchase a ticket for someone who is not tech-savvy. He is an older individual who may get easily confused, but he has completed this journey previously. The trip commences from Santa Cruz, CA, at 7:55 am, taking an Amtrak bus to San Jose, CA. Following an hour's layover at Diridon Station in San Jose, he boards the Coastal Starlight to Los Angeles and then connects to another train to San Diego Old Town Station. I am looking to secure a morning ticket for a Tuesday, Wednesday, or Thursday departure from Santa Cruz to San Diego for him. I am wondering if I can make the purchase online on his behalf. Would Amtrak allow him to board the bus in Santa Cruz with only his ID and without a physical ticket? Is it possible for him to retrieve the ticket at Diridon Station in San Jose upon arrival of his Amtrak bus? I plan to arrange this trip for the upcoming week, considering the proximity of the departure date. Mailing the ticket to him so close to the departure seems risky. Although he has completed this trip previously, he requires assistance, cannot operate machines, and does not possess a credit card. Thank you! ~M.N.

I am interested in booking a trip for myself and my two children (10, 17) in May to the Yellowstone National Park area. I am considering taking an Amtrak train and would appreciate some online assistance. I reside in Knoxville, TN, and am unsure of the nearest station. I am wondering if it would be more cost-effective to individually book with stops along the way or to opt for a pre-packaged vacation (although that option seems a bit expensive). With about two weeks available, I aim to stay within a budget around $[redacted] per person, including accommodations. I am averse to making phone calls. Could you recommend any online resources for assistance, possibly through AAA? Additionally, I am curious about any available specials or discounts to help make this trip feasible. Despite my eagerness to embark on this journey, I am struggling with navigating the website and organizing the details of the trip. Thank you for your support and understanding. -Erica

On April 1, [redacted], I traveled on train 92 and encountered several issues. There was no water available to wash hands after using the restroom, and the toilets couldn't be flushed due to the water shortage. Additionally, I was placed in a coach with sick infants, which affected my Spring Break experience as I had to stay in bed. This was a departure from my usual flexibility to choose where to sit on Amtrak trains. The assigned seating was a disappointment, and this train journey was the worst I have experienced despite being a frequent Amtrak traveler. The lack of choice in seating was frustrating, and I hope Amtrak addresses these problems by allowing passengers to select their own seats and considers the comfort of senior travelers better in the future.

I arranged for my 87-year-old father to take the auto train from Florida to Lorton VA, departing on April 9 and arriving on April 10. The room was supposed to have a toilet and shower, but upon arrival, he was told it was just a room, causing him significant stress. I am the one who made the travel arrangements, and I want to discuss this matter directly. I need to ensure that what was promised during booking is honored, as this experience has made it difficult to convince my father to travel this way again. His name is Delmas Wood, and I'm Linda Bray. You can reach me at [redacted] or [redacted] I am awaiting your prompt response to resolve this issue.

Subject: Disappointment with Recent Amtrak Travel Experience Dear Sir/Madam, I am writing to express my disappointment with the recent service I received during my Amtrak travel. On March 26, [redacted], I traveled from Buffalo/Depew to Chicago en route to Dallas, Texas. Regrettably, the train arrived five hours late at its destination, causing me to miss seeing my grandson before his open heart surgery. This was a devastating experience for me. Upon my return on March 31st, I encountered poor service. Despite paying a significant amount for a sleeper compartment, I was not tended to by the attendant. I waited over an hour for breakfast that never arrived, and the attendant did not check on me as expected. Having been a frequent Amtrak traveler, I have noticed a decline in the level of service provided. I am requesting a full or partial refund for my latest journey. I have always preferred traveling with Amtrak, but if this trend continues, I may have to consider alternative modes of transportation. Sincerely, Doretta G. Brown [redacted] N. Bailey Ave. Amherst, NY [redacted]

Refund Request for Booking Number [redacted] Hello, I'm reaching out regarding my recent train journey from Glenwood Springs to Emeryville. The train was significantly delayed, causing me to miss out on the scenic views and the included dinner due to my late arrival. Additionally, I lost my accommodation in Emeryville as a result of the extensive delay. I faced stress and discomfort during my solo travel, as the station closed late at night, and my connection to Santa Barbara was also delayed. I believe I am entitled to a refund for the ticket cost and compensation for the unused accommodation. Please contact me at the provided phone numbers during specific hours in Ireland. I expect a prompt resolution to this matter, considering the inconveniences I experienced during this journey. Thank you for your attention. Best regards, Margaret Mc Ging

I traveled from Kansas to Chicago by Amtrak for my birthday, which was a first-time experience. I was thrilled as I usually don't do much to celebrate my birthday. The trip to Chicago was fantastic with no issues; I thoroughly enjoyed it. However, on my journey back, there were young passengers onboard drinking heavily. Unfortunately, two incidents occurred. Firstly, a drunk gentleman, maybe around [redacted] to [redacted] lbs, bumped into my seat. Secondly, a lady spilled her drink on my shoulder while walking down the aisle, leaving me smelling of alcohol for the remainder of the trip, making me uncomfortable. I do not consume alcohol, so enduring the smell throughout the journey was unpleasant. I believe there should be a limit on alcohol consumption or serving aboard the train. It is challenging enough to navigate the moving train while sober; dealing with intoxicated passengers only adds to the difficulty.

On April 23, I visited the AMTRAK station in Champaign, Illinois, at 2:30 PM to buy a ticket but found it closed without any explanation posted. Upon inquiring, I learned it was shut from 1-4 PM due to an employee being sick, and the supervisor declined to authorize overtime. Despite a staff member's offer to cover the shift, overtime was denied. When I returned at 4:15 PM, I was informed there was a sign I missed behind the grate. Fortunately, the agent Sarah who assisted me was very accommodating. It's disappointing that there was no clear indication about the closure reason, especially considering the schedule showing the window closed on Sundays and Mondays prompted me to visit on a Tuesday for my ticket purchase. This level of service is subpar. Best, S.N.

Good morning, I recently boarded an Amtrak train from San Francisco to Sacramento and then back with ease, paying $33 each way. However, today when I tried to do the same, I was told by a team member that I needed to pay before boarding, despite being informed otherwise in the past. After some discussion, I was allowed to purchase a ticket at $42 instead of the usual $33. As a frequent rider for work, I find this discrepancy unfair. I still need to make my return trip and would appreciate it if this issue could be resolved before I disembark at Emeryville. If you are unable to assist, please direct me to someone who can. Thank you, Dara R. [redacted]

On April 26, the train from Old Saybrook to New Haven broke down, and we were informed by the conductor that we needed to switch to Amtrak to reach New Haven, leading to a missed connecting train. Unfortunately, the Amtrak service was delayed due to additional stops, causing inconvenience. The conductor on the Amtrak train charged an additional $[redacted] for the journey to NYC Penn Station, and despite requesting a senior discount, it was not applied. Furthermore, being penalized for purchasing tickets onboard seemed unfair given the circumstances. While I understand the fare from New Haven to NYC, the surcharges seem unjust considering the situation was caused by the breakdown. Missing an important meeting in New York due to these issues was quite disappointing. Regards, Cheryl Pappas.

This morning at around 7, I made an online booking for a ticket from Charleston, WV to Exeter, NH. Initially, the ticket was priced at $[redacted], and the charge reflected on my card. Despite the payment going through, I did not receive a reservation. After contacting customer relations, I spoke to Ben who informed me that the current ticket price is now $[redacted]. Upon a second call, I coincidentally reached Ben again, who was unfortunately not helpful. When I inquired about speaking to a supervisor, I was told none were available, which I found hard to believe. The initial representative mentioned it could take 3-5 business days for the $[redacted] charge to be reversed on the card. With my departure for the May 3rd train drawing near, waiting 3-5 days or having $[redacted] tied up poses a challenge, especially while travelling with my 3-month-old daughter on a 29-hour train ride. I am hopeful for a resolution to this upsetting and stressful situation.

I was on Spiral 22/[redacted] and the engineer missed stopping at Roseville station. There were other passengers, including myself, who needed to get off there. The situation caused me severe health issues due to my asthma and allergies. The conductor's lack of communication and confusion about our sleeper car added to the problem. This unusual incident left me struggling to breathe and in need of medical attention. I am reaching out to report this issue and request appropriate compensation for the inconvenience and distress caused. Please contact me at [redacted] to discuss further. Thank you, Susan K.

Hello, I am writing on behalf of a family in urgent need of help. The grandmother is sick and taking care of three children. She is afraid to go to the hospital because she lacks support. We are requesting a ticket donation for the mother to travel from Poughkeepsie, NY, to Bronx, NY, to assist with the children so that the grandmother can get medical care. We are collaborating closely to address this critical situation. If you have any questions, please contact us. Best regards, Sasha-Noelle Udom, LMSW The New York Foundling PICHO FFT-BH Supervisor [redacted] Ave of Americas, 7th fl | New York, NY [redacted] [redacted] www.nyfoundling.org | @TheNYFoundling

My train arrived an hour early, departed 30 minutes ahead of schedule, and without any notice, I boarded the wrong train showing my ticket to the conductor who let me on. When I realized the mistake, I had to go back to Westwood, MA, and was told to purchase a new ticket for $[redacted], the same price I paid for the original ticket. This situation is completely unfair as it was not my fault. I was at the terminal from 12:30 to 1:09 trying to catch the correct train to Westwood, MA. I explained my financial constraints to family members and then to your supervisor who eventually said I could get a ticket for $51 if I caught the commuter train to South Station, which cost $6, but I didn't have that amount. I ended up having to sleep on the street due to these circumstances. This treatment is unacceptable for a first-time customer who had intentions of being a repeat client. As a 35-year-old retired nurse with disabilities, this experience has caused me immense physical and mental stress.

I, N. Stoneham, boarded an Amtrak train in Providence, Rhode Island, headed for Erie, PA. The first train took me to South Station, and I unintentionally boarded a second train that departed 30 minutes early. Despite a staff member checking my ticket before boarding and allowing me on, I ended up on the wrong train going south and only realizing in Westwood, MA. The company's initial response was rude, with one employee suggesting I stay stranded in either Harrisburg, PA or Philadelphia, PA for my original fare of $[redacted]. However, a helpful supervisor later requested $51 for the correct trip. The situation left me frustrated as they continuously blamed me. Furthermore, my charger was confiscated, and despite my claims of finding a ride home, they denied having seen it, which I felt was unjust and akin to bullying. Truthfully, the experience was distressing.

During our Amtrak trip from Dodge City to Los Angeles on May 17, [redacted], and the return trip on May 23, [redacted], my family and I encountered some issues. In Coach seats on the first journey, my younger sister unfortunately got head lice from the seats. We rectified this by purchasing head lice treatment and spray upon returning home, applying it to our hair, belongings, and surroundings. During the second trip, we opted for a family room. The ordeal prompted my father to alert my Aunt in California, resulting in hygiene measures being taken at her residence. To prevent such incidents in the future, it would be beneficial for Amtrak to thoroughly disinfect seats with bug killer after each passenger's use.

During our trip to New York City on May 15, [redacted], we were on Train #98 with Conductor Joseph. He was attentive, especially considering my husband and I are over 80 and I use a cane. Joseph was a wonderful and kind man. However, on our return trip to Florida on May 23, [redacted], on Train #91, my husband fell and injured his arm and back. Despite my requests for ice to treat his injuries, the conductors on this train were unhelpful and seemed disinterested. It took multiple attempts before we finally received a small amount of ice. The conductors were unresponsive and lacked empathy throughout the journey. I would appreciate a response regarding this matter. Thank you. My name is Myriam delos Hoyos.