Amtrak Customer Service Issues

Traveling on train 20 to NYC, we are sitting in the food car with friends and have bought some drinks and snacks. Two of us had our own bottles of Mountain Dew, and the steward came by and told us to remove our bottles from the table as it wasn't allowed since we didn't purchase them here. We find this rule to be surprising and unacceptable, considering we purchased tickets and should be able to have our own snacks. Spending over $[redacted] per ticket and not being able to place a soda bottle on the food table is frustrating. This is our first time traveling with Amtrak, and this experience may unfortunately be our last.

I spoke with three different Amtrak employees to confirm that with a coach seat, I could accompany college students in a roomette. However, upon boarding, one staff member mentioned needing consent from the roomette occupants. The conductor later instructed me to move to the front despite previous assurances. Upset, I mentioned reaching out to customer service, only to face further disrespect. Directed to sit in a crowded cafe car, I highlighted the lack of available seats. The conductor's dismissive attitude and confusion over gender added to the poor customer service experience.

I am currently on the Crescent train to Boston with my husband, a trip we have enjoyed multiple times since our son started college in the late 1990s. We typically cherish the dining car experience with delicious meals prepared by local chefs but are disappointed on this occasion. The absence of a well-set dining car is a stark contrast, and the quality of the meals resembles Smart Meals or Nutri System. After trying two unsatisfactory meals, we refuse to eat another. Previously, we appreciated sitting with fellow passengers of similar age, but this time it feels like a letdown. We have decided that once we return, we will not book long-distance trips on Amtrak again due to the declining meal quality. Many passengers share our sentiments. The change to benefit younger individuals is not evident as most passengers like us are in their retirement years. We hope that Amtrak reconsiders its meal service for older travelers like us who seek a relaxing journey.

I am differently-abled and unable to climb stairs. Despite informing of my situation, I was assigned an upstairs room or offered a pricey upgrade to a handicap-accessible room. This was beyond my budget. Handicap accommodations should not be a luxury. After numerous calls to customer service with no room change resolution, I raised the issue with the conductor upon arrival. Thankfully, she arranged a downstairs room for me. Once settled, the service from my cabin attendant Greg was exceptional, although the room's heater was not working. If I had the choice to select a ground-level room during booking, the entire ordeal could have been avoided. In light of this experience, it is disappointing that Amtrak may not be fully compliant with ADA regulations. Thank you.

During our recent Amtrak journey on September 18, [redacted], we encountered an issue with Conductor Kendell (name may not be spelled correctly) that left us disappointed. Despite our efforts to ensure we would not miss our stop at Lancaster, PA by placing our luggage in unused seats two stops beforehand, we faced a rude reaction from Conductor Kendell. In contrast to our previous positive experience with considerate conductors who assisted us in a similar situation, Conductor Kendell displayed a disrespectful attitude towards us. Despite attempting to explain our situation, Conductor Kendell responded in a harsh tone, causing an unpleasant confrontation. The lack of respect and professionalism shown by Conductor Kendell left us feeling embarrassed in front of other passengers and highlighted the need for better customer service training. Passengers deserve to be treated with respect and kindness, and we hope that incidents like this can be addressed to ensure a more pleasant travel experience for all.

During my recent trip from Houston, TX to New Orleans, I encountered several issues on the train that made the journey unpleasant. One passenger allowed his dog to roam around without holding its leash, which caused a disturbance as the dog moved up and down the stairs multiple times. Additionally, someone was smoking in the restroom despite announcements being made, which triggered an asthma attack for me when I used the restroom. The train was also delayed, adding to the discomfort. I usually travel with my grandchildren in a Roomette and this experience on 12/22/[redacted] with ticket# 6EC48F was disappointing. Despite the challenges, I appreciated the efforts of the lone staff member on duty who tried his best to assist passengers like myself. - Janice C.

On December 20th, my train from Atlanta, GA, to Greensboro, NC, was scheduled for 8:04 pm. Due to hand issues, I arrived early at 6:45 at the station. After checking my two bags, I waited past 10 pm for the train to board. Upon reaching Greensboro, I was told one of my bags had been sent to the wrong destination but could be FedExed to me by 8 pm. Despite explaining my family's noon departure for vacation, the bag was not set to arrive until Monday, causing unexpected costs and frustration. The return journey was also marred by a nearly hour-long delay, resulting in another baggage inconvenience. Upon returning home, I discovered a wet spot on the carpet caused by wet items in my suitcase, despite no liquids inside. This trip could have been far less chaotic had Amtrak not mishandled both the start and end of my journey.

Today, I purchased 3 tickets from NY to Boston for Jan 30th, along with insurance. I noticed that my credit card was charged twice. My reservation number is 7F132D. I then attempted to book a room at Marriot Courtyard Logan Hotel. Unfortunately, the booking was unsuccessful, but I was charged $[redacted].02 twice on my credit card without a reservation. I kindly request a prompt refund for the unauthorized charges. Thank you. - Antonieta V.

My luggage didn't arrive at the Milwaukee terminal with me. I had to wait in Chicago for the next train, but they wouldn't wait five minutes for us to board! I live in Elkhorn, and my daughter had surgery, so I had to leave. You had an hour and a half to load the luggage because I had to wait in Chicago for the next train. There were numerous delays. Leaving Syracuse, NY was 25 minutes delayed out of the gate, and there were more delays along the way. The weather was beautiful, so I don't know what was happening with Amtrak. A representative said they would FedEx the two bags in a couple of days. What can be done about my inconvenience of not having any clothes to wear for days?

I want to thank you for taking the time to read my message. I have filled out the online form twice in the last few weeks without receiving any response. I bought round-trip tickets for 3 people from New York Penn, NY to Washington, DC on 01/26/[redacted] for a total of $[redacted]. The travel dates were scheduled for 3/16/[redacted] and 3/17/[redacted]. Due to the unforeseen circumstances with the pandemic and the closure of New York City, we had to cancel our Spring Break trip to ensure the safety of our family. On 03/14/[redacted], I was contacted by Amtrak regarding train time changes. During that call, I was provided an eVoucher that expires on 03/13/[redacted]. Despite my request for a refund during that call, they were unable to process it at the time. Given that we reside in Tulsa, Oklahoma, where there is no rail service available, and our future travel plans have been disrupted, we will not be able to utilize the Amtrak eVoucher. With all other travel services accommodating refunds for non-refundable tickets, and considering the exceptional situation, I kindly request a refund for my Amtrak tickets. Thank you for your understanding. J H

Subject: Unfortunate Incident During Amtrak Travel Dear Sir or Madam, I am reaching out to share a troubling experience I faced while traveling on Amtrak trains 88 and [redacted] from New York Penn Station to Northampton, MA on August 14th. I encountered an issue when Train [redacted] malfunctioned, resulting in a 90-minute delay before the next train was available. To my dismay, upon boarding the subsequent train, I was informed it was not bound for Northampton but for Springfield. This was unfamiliar territory for me, and I sought guidance on reaching my intended destination outside Northampton. The Amtrak conductor mentioned that cabs would be arranged for affected passengers. Upon disembarking in Springfield, despite the conductor's instructions on where to locate the cab, none was present. An Amtrak representative callously informed me the cab was no longer necessary, which left me feeling helpless and stranded in an unfamiliar and potentially unsafe environment late at night. Left with no assistance from Amtrak, I chanced upon kind strangers outside the station who went out of their way to secure a cab for me, albeit at a hefty cost of $50. As a loyal Amtrak customer of 40 years and a member of the guest rewards club, I am disheartened by the lack of support and consideration shown during this distressing situation. I kindly request a refund for the taxi fare that Amtrak failed to provide, and I hope the company can address this issue appropriately to restore my faith in its service. Thank you for your prompt attention to this matter. Warm regards, Kristen Bacorn

I need assistance getting my friend from Palm Springs to Oregon safely due to urgent circumstances. She is unable to navigate transfers independently due to poor vision. The scheduled bus from Palm Springs on the 22nd faced issues, possibly due to an incident. She is at risk of eviction by a threatening individual who may harm her belongings. I reside in Brookings, Oregon, close to the California border and can pick her up nearby. Is there a way to get her to San Diego to catch the Coast Surfliner to Klamath Falls, OR, with minimal transfers? Alternatively, she could take a bus from San Bernardino if needed. She only has one suitcase and is a senior who is exhausted, visually impaired, and frightened. Urgent assistance is greatly appreciated. Thank you! - Lisa

Good afternoon, I am seeking assistance. A ticket was purchased for Karen Vineyard from Albany, OR to South Bend, Indiana. Karen, my mother-in-law, intended to care for her father in his last months but his heart disease escalated. Consequently, Karen and my husband, Adam Steller, hastily booked a flight to be with him. Now, Karen will stay in South Bend for a while to handle matters. She wishes to transfer ticket 070E51 to Adam Steller and change the route to South Bend, Indiana to Albany, Oregon, preferably after the 15th. Please understand the urgency of this situation. Your understanding and assistance are greatly appreciated. Thank you. -Micaela

My 94-year-old mother-in-law recently traveled from Ft. Lauderdale, FL, to Alexandria, VA, on the Silver Star. She encountered issues during her journey in a handicapped sleeper room. Despite complaining about a crooked and uncomfortable mattress to the attendants, her calls for assistance went unanswered. Upon arrival, she was left to disembark in the dark far from the station, without proper assistance. The porter had no means to help her and she had to walk a long distance in the dark, holding onto a luggage cart for support. The situation was distressing and unacceptable for a vulnerable passenger, leading to concerns for her safety and well-being. The lack of appropriate care and support for an elderly passenger in need raises serious questions about customer service standards on the train. The experience has left her reluctant to travel by train again, and a full refund is requested to address the distressing and neglectful circumstances she faced. Photos and video evidence of the incident highlight the challenging ordeal she endured, emphasizing the need for improved assistance and care for elderly passengers in similar situations. The emotional impact and safety risks involved in this incident are deeply concerning and warrant urgent attention and resolution from the railway service.

The website is not functioning properly, hindering me from planning my trip. It is also refusing to accept my membership number and prompting me to reset my password. Regrettably, a passcode is required to be sent to my email, resulting in a lengthy 4-hour delay for its arrival, causing inconvenience. This delay led to me being asleep when the code finally arrived. Frustrating experience. Considering the long-standing presence of AMTRAK in the industry, one would expect a more proficient and functional website. I anticipate they focus on improving not only their online services but also the quality of their train operations.

Reservation Number: 137B77 I made this trip reservation well in advance of my departure date. I traveled from Birmingham, AL to pick up my sister, M.B., who has suffered two strokes and brain seizures leading to right side paralysis. 1. Unfortunately, there was no sleeper car available on my departure date, despite my booking at a motel in Oakland, California for two days prior. Consequently, I had to pay an extra $[redacted] at the Jack London Square Inn upon short notice. 2. I voiced my concerns as a senior citizen traveling with my sister about the bunk bed style sleeping arrangement in the sleeper car. 3. The train journey was plagued with multiple delays, causing us to miss our connection in Chicago. 4. Despite pre-booking baggage and wheelchair assistance, we received no help from Amtrak staff as expected. 5. Upon arriving at the Chicago Amtrak station at 6:50 PM, we had to wait until after 9:00 PM for wheelchair cab assistance to the hotel. 6. Presently, we are stuck at a restaurant in Chicago Amtrak till 6:40 PM today to catch our train, considering the inconvenience my sister, M.B., is facing. I kindly request a free upgrade to a suitable sleeper car for the rest of our journey from Chicago to Birmingham, AL. Your understanding and assistance in this matter are greatly valued. Thank you.

On July 1, my husband and I embarked on an Amtrak vacation from KC to Salt Lake City to tour Yellowstone. Our travel agent, Cindy Leighton, had arranged everything for us (Reservation #[redacted] for Patrick and Carla Archdekin). Despite being told we could sit in the observation car until seats became available, we never actually sat in a coach seat which we had paid for. This was difficult for me as I recently had a hip replacement. Upon arrival in Salt Lake City, our luggage was missing, causing us inconvenience during our bus tour and two-night stay in Yellowstone. When we finally reached out to Amtrak customer service, we faced a lengthy 30-minute wait followed by a 2-hour-2-minute call only to find out we needed to pick up our luggage at the station, which opened late. This experience led us to cut our trip short, as I needed my shoes from the misplaced luggage due to swelling in my feet from not having them. As a result, we had to fly home early, missing out on the remaining train vacation we had planned. The entire ordeal was unacceptable, and we hope for some form of compensation for the inconvenience and additional costs incurred.

Reservation #E84D79 for a round trip from Sanford to Lorton was an experience of mixed reviews. The staff, especially Adrian the room attendant and Roland the bartender at Lorton Station, were friendly and attentive. However, the trains and stations fell short on cleanliness. The Sanford station was notably dirty inside and out, with restrooms needing attention. The train had a persistent sewage odor, particularly strong in the roomettes, making the journey uncomfortable. Food quality was lacking, including overcooked cod that was difficult to eat. The bathrooms were dirty throughout the trip, which was disappointing. The overall cleanliness, including walls and carpets, left much to be desired. Additionally, the absence of visible security measures was concerning. Despite the potential for a fun adventure, these hygiene and security issues need urgent addressing for future travelers' comfort and safety. We hope to hear from Amtrak regarding their plans for improvement in these areas.

I am inquiring about the refund policy and would like assistance without needing a lawyer or paying extra fees. Thank you for your guidance. I am currently seeking a refund for a multi-ticket I purchased for a train journey from Los Angeles to Chicago, where I am currently in San Antonio due to a 12-hour delay. I was under the impression that a refund could be requested if a train is over 3 hours late. Could you confirm if this is accurate? I am located in TX and had to incur additional costs like a hotel room due to the significant delay caused by the train stopping in an isolated area. During this journey, there were concerning incidents with the train staff, and the conditions were unsafe. Passengers, including a disabled individual with diabetes, faced challenges accessing necessary provisions like food and water. Your assistance in clarifying the refund process would be greatly appreciated.

To Whom It May Concern, I am writing to request reimbursement and compensation for my recent Amtrak train journey. On July 10, [redacted], I purchased a one-way Senior ticket from Sacramento, CA to Jack London Oakland, CA for $26.10. The train was scheduled to depart at 6:55 pm and arrive at 8:45 pm. My reservation number is 4BF16B, Ticket number [redacted][redacted], and Membership number [redacted]. Unfortunately, there was a significant delay due to a fire near the tracks, causing me to miss my connecting transportation. I had to take an Uber ride to reach my final destination, costing me $55.90. In total, I spent $82.00 on transportation that evening. As a Senior Citizen on a fixed income, this unexpected expense has impacted my budget. I would greatly appreciate your assistance in reimbursing me for the Amtrak trip and Uber ride. Thank you for your attention to this matter. Sincerely, Maria H. Email: [redacted]