Amtrak Customer Service Issues

I need guidance on how to book round-trip reservations for the Lakeshore Limited train from Rensselaer, NY to Cleveland. I am scheduled to depart on the 11th, but my return date will be determined by my medical appointments at the Cleveland Clinic. Depending on my doctor's recommendations, I may need to travel back on the 13th, 14th, or 15th. I am waiting to secure my bookings until I understand how to accommodate these potential return dates. Thank you.

The agent I spoke with on May 31 regarding my reservation requested a $[redacted] deposit to secure the booking temporarily. After making the deposit, I inquired about two other trips under case numbers #[redacted]-[redacted] and #[redacted]-[redacted]. However, when I attempted to cancel on June 4, I was informed that Amtrak would keep $[redacted] and issue a $[redacted] travel voucher. This experience has been distressing as a senior citizen on a fixed income. The financial implications of nearly $[redacted] for simply inquiring about a vacation are challenging for me. It is disheartening to feel taken advantage of by this situation. It prompts me to question how many others have faced similar circumstances with Amtrak. There is a need for improved consumer assistance in instances like this.

On 6/6/[redacted], I experienced a significant delay on train 92. Instead of departing from Staples Mill Station at the scheduled time of 12:04pm, the train did not leave until after 2:35pm. Upon boarding, I encountered an unpleasant experience with a train employee named Rodney who was rude when I inquired about assigned seating. Despite his attitude, he provided me with an already occupied assigned seat, which was unacceptable. This delay has caused me to miss my nephew's graduation, which was the main reason for my journey from VA to PA. I will now arrive at my destination late and without a ride, needing to take additional transportation. This recurrent issue of poor service by Amtrak is disappointing, as I had a similar experience on train 97 last month, causing inconvenience to my daughter as well. I urge Amtrak to address these issues promptly and improve their standards for the sake of all passengers.

I bought tickets for a trip from New York to Nashville, but our journey was unexpectedly disrupted. After being redirected to Toledo, Ohio and then facing a bus breakdown on the way to Nashville, the delays were concerning. Lacking food during the 4 1/2-hour wait was particularly difficult as my sister requires medication for cancer and heart disease. The troubles continued on the return trip, where a missing driver led to a four-hour wait before boarding. The resulting delay meant going without food for 12 hours until we could access the dining car. The unexpected expenses for alternative transportation and missed meals have added up, on top of the original costly trip. I am hoping to seek a refund for these inconveniences.

On July 2, [redacted], Train 79 arrived in Durham, NC three hours late. Despite having a business class ticket, upon boarding I encountered confusion with car allocation as the steps were retracted while I was at the door. Train staff redirected me to another door, and once on board, a staff member apologized for not being informed about my presence. At the Salisbury, NC stop, I attempted to visit the cafe car only to find it closed without any prior notice. The experience of being delayed, encountering unhelpful staff, and facing a closed cafe car was disappointing and not up to the usual standards I expect from Amtrak. I am seeking a refund or partial reimbursement for these inconveniences. Furthermore, I will be disembarking at the Charlotte, NC station after midnight and would appreciate some clarification on these matters.

I am requesting a full refund and vouchers for our recent trip. We had a difficult experience with seating and lack of air conditioning on the train. Despite being told there was only room for 2 seats initially, we eventually obtained the remaining seats after 45 minutes. However, the lack of A/C led to my two infants getting heat rash. When I requested to move due to the discomfort, I was informed the train was overbooked. It took until Rocky Mount, 4 hours into the trip, for us to be seated together. Throughout, I had to walk the babies to a different car for some relief with my 5-year-old. Additionally, the train was over an hour late arriving at Burlington, and our return trip from Burlington to Washington was also delayed. I hope to receive a refund and vouchers for a future journey to see if this experience was an anomaly. I am also trying to obtain a direct email address since the online form is not working.

I was on Train Number 54 from New Haven to St. Albans, VT on July 5, [redacted]. The train collided with a tree, causing damage to the engine. It took several hours to arrange buses for the passengers. Eventually, I contacted a friend in St. Albans who picked me up around 12:30 am in Charlestown, New Hampshire, after the train was moved and Amtrak staff left on buses with passengers. I had to walk to Main Street and wait for a ride in front of a church, which was unsettling in a new town. Could I please receive a refund for my expenses? I have taken the Vermonter before, but now I'm unsure how to return home to Connecticut. My name is Charles Ubaldi. Thank you for your assistance. My cell phone number is [redacted].

I'm trying to book a round trip for Thursday from Penn Station (NY) to Philadelphia 30th Street. After attempting three times, the booking process always gets stuck on a loading screen without giving me a confirmation. It displays a message about bank authentication, advising not to refresh the page or click the back button. This has been recurring for the past three hours. How can I resolve this issue?

Regarding Conductor Peck, My mother has been a frequent Amtrak traveler for over 20 years, as was my grandmother before her. Never have I encountered such rude treatment as I did from this conductor. My mother, who is disabled and cannot lift her bags, has always had me assist her with luggage. The conductor not only yelled at me but also accused me of lying when I mentioned that another attendant had allowed me to help. This was never an issue in the past, and if the rules have changed, the attendant should have offered assistance. When I tried to address the conductor and asked for her name, she continued arguing until I walked away to avoid further confrontation. Her behavior was unprofessional, out of line, and created an unnecessary scene. I do not seek any compensation, termination, or apology; I simply hope that this situation does not recur for another passenger or their family. Traveling is already stressful, and we pay a substantial amount for tickets. I believe the conductor should strive to be professional and treat passengers with decency.

I am contacting you regarding Reservation #1EAB81 to address concerns about our recent trip. We appreciate traveling with Amtrak, but encountered some issues detailed below. Although we received a credit for the inconvenience of our bus journey from Rensselaer to Boston, it did not adequately compensate for missing out on our Roomette and meals, as well as the late arrival in Boston due to a missed transfer. We kindly request a credit for our next trip to visit our daughter in Portland. Thank you, Diane and James S. Train #27 on the Empire Builder provided a smooth breakfast service, with excellent staff like Stephanie in car #[redacted] and waiter Eric. However, after reaching Portland, the club car lacked breakfast items causing dissatisfaction among passengers. Not having a lounge at the Seattle station during a long layover was also inconvenient. Moreover, the bus trip from Albany to Boston was uncomfortable, and the compensation received was insufficient. We hope for a better experience on our future travel. Thank you.

I would like to report an issue I encountered while boarding an Amtrak train from Richmond Main Street Station to Washington, DC. On July 25th, I booked 2 senior tickets through Amtrak Guest Rewards for my set travel dates and locations. I received an initial confirmation email containing details like dates, station locations, costs, and attachments such as a scan barcode and kiosk reference. However, upon reaching the station, I faced difficulties as the kiosk didn't accept my credit card and the conductor said my scan barcode was invalid. This led to me needing to repurchase a ticket from Guest Rewards at a higher price due to confusion and conflicting information. I believe I was unfairly penalized $10 for a situation I didn't anticipate. While I acknowledge the need for clear communication on penalties, I suggest better clarification in the initial reservation email to avoid such incidents. I respectfully ask for a $10 refund, guest reward points, or appropriate compensation for my experience on Train 66 on August 1, [redacted]. Clarity in booking policies and avoiding misleading information in emails will greatly benefit all passengers, especially those like seniors, families, and students. Thank you for addressing this matter.

My journey from New Haven to Washington, DC on July 18, [redacted], was quite the experience. The return trip on Sunday, July 21, faced challenges as the train had no air conditioning for the entire 6-hour ride back. Despite informing us, the issue persisted, making the hot weather almost unbearable. Although an attempt was made to rectify the situation, it remained uncomfortable throughout the trip. Limited free water was provided, though insufficient for all passengers. The conditions improved only when a new Amtrak staff member acknowledged the problem. Given the circumstances, a reimbursement for this unpleasant journey seems reasonable. -K. W. & R. C. Reservation # C59E84

I traveled on Amtrak #6 California Zephyr from Payson UT to Chicago on Saturday, July 3, [redacted], at 4:35 AM in Coach [redacted]. There was a woman with three children (aged 1, 2, and 3) a few rows ahead of me, heading to Chicago then Indiana. Due to an unexpected delay from an SUV collision, I had the chance to observe these kids. Being a licensed public school teacher in IL and UT, I noticed concerning behavior and suspect these children might be abducted. I spoke to the Conductor nearing Chicago, who said he would investigate and inform authorities if needed. He nodded as I departed, but I am unsure if he contacted the FBI. I seek confirmation or the train Manifest to alert authorities. Thank you. - Barbara Sora Jederan Shpack

I wanted to share a positive experience! I took the 19 Crescent train from Penn Station to Charlottesville, VA, on Saturday, August 3, on the 2:15 train. I booked a roomette and had a fantastic time. It's truly the best way to travel. Ashley, my attendant, was exceptional and exceeded all expectations. She was lovely! Overall, my other Amtrak trips have been great, aside from the public toilet cleanliness. Keeping it clean is up to the passengers.

On the specified date, my wife and I were on train #[redacted] from Dallas to LA. Unfortunately, the train was delayed by 4 hours due to track maintenance. The situation worsened as we had a lengthy stop in San Antonio, resulting in a total delay of 6 hours upon arrival in LA and missing our connection, train #14. The lack of clear communication and organization from staff was frustrating as we had to continuously inquire about our next steps. Eventually, we were directed to take a bus to Bakersfield, followed by a confusing train journey to Martinez. Despite the chaos, the assistance I received from Amtrak over the phone was a positive experience. After a series of delays and transfers, we reached train #14, 12 hours later than anticipated. The whole ordeal left me disheartened as it seemed there was no clear plan in place for such unforeseen circumstances. I am requesting a full reimbursement of my points for the trip from Dallas to Tacoma to address the disappointment and inconvenience caused. Although I appreciate the prompt delivery of my luggage, it raises questions about the efficiency of the transportation process compared to our lengthy journey. Thank you for addressing these concerns. Sincerely, James S.

I tried to purchase tickets with the 50% off sale Amtrak offered for travel in September. I attempted to buy a one-way adult ticket and a child ticket from Philadelphia to New York and back. The advertised price was $29 for adults, which would make the child's ticket $58. However, whenever I tried, it showed up as $66 each way for both tickets. After speaking with customer service, I was told different things by two representatives. One said I couldn't get the discount since I was also buying a child ticket. The other one mentioned that manually entering the tickets separately would have worked, but by that time the sale had ended. Is there any way I can still get the tickets at the promotional price? It's frustrating that the initial customer service representative gave incorrect information.

I contacted Amtrak customer service to reserve a ticket for my daughter for August 26th at 3:15 pm. Unfortunately, upon arrival, I discovered they had mistakenly labeled her as an adult and scheduled the train for after 9 p.m. This error forced us to walk a greater distance to catch an earlier train, causing inconvenience. Additionally, due to carrying heavy bags, I had to send them on a separate train while rushing to make it to the station for my daughter's 3:15 p.m. train. It's frustrating that the only option to make a minor reservation is via phone call, yet mistakes like these can occur. As a result, I must miss work the next day and spend more money on transportation due to Amtrak's oversight.

Re: Ticket Number [redacted] Dear Sir, I am requesting a refund of US$40.60 to be credited back to my account due to an error made by Amtrak staff resulting in an incorrect charge for a booking modification. The mistake was rectified upon our discovery, and we promptly contacted your booking staff to correct the return date back to the original booking date after a seating location change from upper deck to lower deck. I question why customers are held accountable for Amtrak staff errors. I was informed that Amtrak's policy requires customers to bear the responsibility for such mistakes, which I find concerning. This practice may deter customers, like myself, from future business with Amtrak if we are expected to cover costs for errors we did not commit. I seek a refund for this incident and suggest a review of Amtrak's procedures to ensure greater accountability for staff errors. I believe this change would benefit both customers and Amtrak. I commend the exceptional professionalism and courtesy displayed by Amtrak staff, with this isolated incident being the only exception. I hope for a resolution to this matter promptly. Yours sincerely, J.H.

I purchased a one-way ticket from Lincoln, NE to Denver for a Friday night train on August 16. The train was scheduled to depart at 12 am on Saturday the 17th and arrive in Denver around 7 am, allowing me to attend a funeral at 10 am. However, upon arriving at the station 30 minutes early, I learned that the train was delayed by 4 hours, disrupting my plans. I inquired about a refund, which the clerk confirmed was possible by calling a 1-[redacted] number. To make it to the funeral, I ended up renting a car with a friend and driving through the night to Denver. I kindly request assistance in obtaining a refund for the unused service. Although this was my first train ride, I still look forward to my next one. Thank you.

Reservation number: D1E729 Hello, I am Mrs. Vivienne Lewis, and my husband and I were booked on the 12.10 Amtrak from Houston to New Orleans on September 22, [redacted]. Upon arrival at Houston Station, we were informed by a staff member that due to bad weather damaging the tracks, we would be traveling to New Orleans by coach. Despite attempts to contact us, we did not receive any messages as the contact numbers provided were ineffective. The coach journey lacked the promised comfort stops and snacks, leaving us dissatisfied, especially considering my medical conditions which require additional comfort. We arrived in New Orleans fatigued and in pain due to the inconvenient journey. We request a refund for the service not received and hope for a prompt response from your company. Sincerely, Mr. and Mrs. Lewis