Amtrak Customer Service Issues

During the first day of my trip, there was no announcement made for my station and the attendant failed to notify me, causing me to miss my stop. As a disabled passenger with a severe sleep disorder and a service dog, I had informed the staff, but they did not assist me. Despite requesting a stop alert, I was overlooked. The attendant wrongly directed me to disembark at the next station, providing conflicting information about a free pass for the return journey. Unfortunately, this led to further confusion and inconvenience. Subsequent encounters with staff did not resolve the situation, leaving me stranded at the wrong stop, having to purchase additional tickets and endure significant delays. Contacting Amtrak customer service has been a challenge, with long wait times and disconnections, obstructing my efforts to address the reservation issue. Today, despite my train departure, my concerns remain unresolved due to ongoing communication difficulties with Amtrak customer service.

Subject: Request for Refund - Reservation 0E903B, Ticket Number [redacted][redacted] I made a reservation on your app for the Empire Builder, Train 27 from Chicago to Portland on 09/27/[redacted] with a bedroom, for which I paid $[redacted]. Due to travel restrictions from England to the United States, I am unable to make this journey. I am seeking a full cash refund in light of the circumstances. While I am aware of the standard 20% cancellation penalty for sleeper services, I want to clarify that my situation is beyond my control. I am open to vouchers as an alternative but uncertain about their usability in the current situation. I am looking forward to your response to proceed accordingly. Thank you, Best regards, J. W. Tel: [redacted]

I recently bought 2 round trip tickets to Florida for my daughter and myself to attend my brother's wedding. Unfortunately, the venue was canceled due to Covid. The hotel also canceled all reservations. I tried to purchase tickets and insurance online multiple times but the website was glitchy. When I went to the local station to buy the tickets and insurance in person, the agent said it had to be done online. I explained the website wasn’t working, so I bought the tickets without insurance. Since I tried many times to get insurance but couldn't due to Amtrak’s system issues, I don't think it's fair to lose $[redacted]. I'm asking for a partial or full refund considering the circumstances. I've called customer service several times, but no luck. I hope Amtrak can do the right thing given the current situation. If not, I might have to take legal action. Thank you for your attention.

During the train journey, my parents had a troubling experience with an attendee named Avia in coach [redacted]. Avia engaged in a conversation covering topics like weight, smoking, and friends. She shared about her recent weight loss and smoking due to her work on the train. Soon after, another passenger, an unidentified white woman, confronted my parents, claiming they had upset Avia by commenting on her weight and smoking habits. This accusation was entirely false; my parents did not make any such remarks. Despite being on a moving train and feeling trapped, they were approached aggressively. Subsequently, when food was delivered to their sleeper, it was contaminated with ice cubes. Due to my mother's health issues like a stroke, seizures, and brain tumors, the stress of the situation led to increased blood pressure and sickness. The overall hygiene on the train was deplorable, causing fear of consuming any meals. They did report the incident to Conductor Billy Ray, who was understanding. This distressing experience was exacerbated by the fear of COVID-19, making it a truly nightmarish journey.

Name: Amanda Brown Email: [redacted] Phone Number: [redacted] Amtrak Guest Rewards #:[redacted] Reservation Number: 6A56D8 Trip/Event Date: 09/06/[redacted] Upon arriving at Omaha NE Amtrak station on September 4, [redacted], I was informed that the train was running close to 2 hours late. As a senior citizen and someone who is frequently unwell, this delay had a significant impact on me both physically and emotionally. The train encountered nine mechanical issues before we finally reached Chicago, Illinois. Throughout the journey, passengers were not provided with water or offered any refreshments, and the windows could not be opened due to a lack of power. Despite my expected arrival time of 2:55, there was no assistance or seating arrangement for me on train 59 to Jackson, Mississippi, as initially planned. Disappointingly, I was informed that Amtrak was only traveling as far as Memphis, Tennessee, leaving us without further transportation or support on our journey. The lack of proper accommodation and assistance has left me feeling abandoned and disoriented in an unfamiliar city with no aid in sight. I kindly request a full refund of $[redacted].00 to my Visa card ending in [redacted], reimbursement of $40 for a taxi fare, and $54.00 for the Greyhound ticket I had to purchase from Memphis, Tennessee to Greenville, Mississippi. Along with this, I seek a written apology from Amtrak for the distressing experience encountered during this trip. I urge Amtrak to address these concerns promptly and provide the necessary compensation and acknowledgment for the poor service received. Thank you for your attention to this urgent matter. Sincerely, Amanda Brown

I am trying to find the most cost-effective way to travel from the east coast back to Oregon using Amtrak, rather than flying. I have a lot of flexibility with my departure and arrival locations and times. Unfortunately, obtaining fare quotes online by inputting specific departure and arrival locations along with dates has proved challenging. I am seeking guidance on which stations I can depart from and arrive at to secure the best prices for my journey across the country. I would appreciate speaking with someone knowledgeable, either at Amtrak or a travel agency, to help me identify the most economical routes and times. Thank you.

During our journey on the California Zephyr train from 7/29-31/21 to Chicago with Reservation #383A2A, my spouse and I were informed about the hindrance near Grand Junction, CO, due to mudslides. We were given choices to either leave the train in Grand Junction, Salt Lake City, or return to Emeryville, CA. Despite being assured compensation and contacting Amtrak, no response has been received as of 9/14/21 after emails and attempts to reach the Refund Department. To continue our trip, we had to hastily book flights and accommodation to reach Chicago due to the unexpected situation. The absence of a resolution for our refund has left us distressed, and we are seeking a prompt refund to rectify the additional expenses incurred.

I am seeking a waiver for the cancellation fee on my reservation #785E69 for a round trip from NYC, NY, to Washington, DC. I have already spent a substantial amount of time attempting to reach Customer Relations. After being transferred from first level Customer Service to the CR department, I was mistakenly put into a survey instead of having my issue addressed. I then had to go through the process again, enduring more advisory messages and being asked to provide my contact information for a call back. When attempting to go online, I encountered issues with the validation code for a forgotten password. The customer service experience with AMTRAK, both online and over the phone, is extremely disappointing. It seems to be geared more towards marketing than actual customer service, making it challenging and inefficient to address consumer needs. I am thoroughly dissatisfied and frustrated as a customer.

I am seeking to make a reservation, and I travel with a service animal due to my epilepsy. My dog is trained to alert me before seizures when I am asleep. I noticed the policy states that dogs must remain in carriers on the floor during travel, but my journey is 20 hours long, and my dog needs to be able to be near me for medical reasons. I am also curious if there will be restroom breaks during the trip. My dog is trained to use pee pads. Additionally, I am interested in any room discounts available through a loyalty points program, as I will be frequently traveling between Florida and North Carolina to visit my daughter. I appreciate any assistance with these inquiries as I am looking to finalize my travel plans and have not received clear answers from the customer service team.

I am currently awaiting a refund for a trip that was impacted by mudslides in Colorado on July 21, [redacted]. While we were initially told we could either stay in Grand Junction or return to San Jose, California, we opted for a refund and filled out the necessary form upon disembarking. Unfortunately, thus far, we have only received a refund of $[redacted].60 for our connection from Chicago to Minneapolis. The reservation number is RES# 3A78FA-[redacted], and the ticket number is TXT# [redacted][redacted] under the names of Paula N.-S. and Mark N.-S. The original ticket price from Emeryville to Chicago was $[redacted].20 for a bedroom accommodation. Despite multiple attempts to contact customer service with lengthy hold times and being redirected to the refund department without success, I believe Amtrak should improve their refund process and enhance the avenues for customers to reach out to representatives, especially considering the prolonged delay as it's now October.

I regularly use the auto train for my trips. Unfortunately, two years ago, I had to cancel due to my sister's lymphoma diagnosis. I lost money on that ticket. Now, my brother is awaiting a double lung transplant at Duke Hospital, and I am uncertain about my travel dates to Florida post his surgery. I depend on the train due to my brother's medical situation, as he requires a designated caregiver for admission. I kindly ask for a full refund this time as a retiree facing unforeseen family health challenges. Although I appreciate the Room and credit card benefits, I seek understanding in these difficult circumstances. Your assistance is greatly appreciated. Thank you. Katina H. Reservation # [redacted] [redacted]-A Odd Rd Poquoson, VA [redacted]

I arrived at BWI on 11/6/21 at 5:40, and my train was delayed until 7:30am. I asked for a refund, but the staff member at the desk seemed confused and unable to process my request since my ticket was scanned. This raised concerns about Amtrak's ticket scanning practices for passengers who are not actually on the train. The staff member mentioned that tickets are scanned even for late passengers to save time. Unfortunately, I was unable to get a refund and was advised to contact Amtrak. This experience has made me hesitant to use Amtrak in the future due to the uncertainty of passenger tracking.

Hello, I have a question and I have been trying to find help with it on the Amtrak app for two days now. I have already bought two round-trip tickets and arrived at my destination three days ago. I need to return earlier due to a family emergency. I tried to modify my tickets on the Amtrak site, but it's asking me to pay a balance before I can change them. I urgently need to change the departure date to November 11, [redacted], but I don't have the funds as all my money was spent on the tickets and the hotel. Some cash was also taken from our suitcase mistakenly taken by someone on the train to Montana but we got it back missing a few things. I need help changing my departure date and possibly waiving the balance. Thank you.

I departed from Needles, CA and unfortunately was not given my luggage upon departure. The conductor gave me someone else's luggage, which was not mine, and was very dismissive and rude when I informed him. I am now missing both of my suitcases, one is a black suitcase with rollers and a red ribbon with my name attached, and the second is a tapestry pattern suitcase on wheels containing family pictures and my prescribed medication. I was advised by Officer Dowell to contact the company for a resolution. My reservation number is 9F263D, and my name is Dortha Nordstrom. If anyone locates my luggage, please contact me at [redacted]. I am extremely distressed by this situation and hope for a prompt resolution.

My spouse and I are planning a trip through Amtrak to Flagstaff, AZ, next year. The Flagstaff station website mentions the option to arrange for a rental car or shuttle to the Grand Canyon or Zion National Park. I am unsure if this service is only for those destinations or if it's possible to get a car for any location like Sedona, AZ, where we plan to go. I've been attempting to get a clear answer from Amtrak online and by phone without success. The automated virtual assistant on the phone directed me to trip.amtrak.com/car, but the site is not accessible. It's frustrating not being able to reach a real person at Amtrak for clarification after several failed attempts through different channels.

I recently enjoyed a trip with AmTrak to New Orleans from Oct 31, [redacted] to Nov 5, [redacted], where a Travel Voucher was supposed to cover my stay at the Holiday Inn by the Superdome. However, upon check-out on Nov 4, [redacted], the hotel charged my debit card $[redacted].88, claiming they were unaware of any travel vouchers. I've attempted to reach out to both AmTrak and the Holiday Inn for a refund but have faced challenges. Despite calling AmTrak and being placed on hold for a significant amount of time only to get hung up on twice, and unsuccessfully trying to contact the Holiday Inn accounting office, I am still seeking a resolution.

Regarding the refund instead of a voucher, I am sharing my experience with my disabled elderly mother. She is 85 years old, relies on 24/7 oxygen, and uses a wheelchair due to limited mobility. This trip was essential as it involved relocating her from Nevada to Florida permanently. I have been her caregiver for five years, traveling back and forth to provide care, which became challenging during the COVID-19 pandemic. Due to safety concerns and the difficulty in finding a caregiver, I was stuck in Las Vegas for 14 months until we both got vaccinated. Traveling on an airplane was not an option for my mom due to her oxygen and mask requirements. Instead, I considered Amtrak as a safer alternative. However, due to a sudden illness, I had to cancel our train trip and opt for a car journey from Las Vegas to Los Angeles to ensure my mom's well-being. I had made arrangements to carry our own food as a precaution while on the train due to COVID-19 restrictions affecting meal services. My priority was my mom's safety, so I had planned to stay in the room with her during the journey.

I was just speaking with a customer service agent when the call got disconnected. My confirmation number is [redacted]. I have been waiting for a refund for a week now. I am currently outside. I called from the train station about 34 days ago because my friend was unresponsive and my girlfriend's phone service was interrupted. I need the refund to cover the charges on my card. Unfortunately, I have been unable to access my account online or contact anyone as my phone keypad is not working properly. I am looking forward to receiving the refund so I can purchase a new phone and resume work. I have been waiting for two weeks now, and I hope to resolve this issue promptly. Thank you for your assistance.

I am requesting a refund for my train tickets from Lakeland, Florida to Missouri. I have been waiting for a response but have not received any information. I spent over $1,[redacted] on this journey, and due to recent personal circumstances, I now need the funds back urgently. I purchased the tickets through Apple Google Apple on network with prepaid cards, and unfortunately, my Visa debit card is not accepting refunds as it is a prepaid card. I have been patient since June 13th, but still have not received any updates. I am in urgent need of the refund, as I am currently staying on the street. Please assist me promptly as I am unable to continue using Amtrak services in the future. The confirmation code is 50-38. Thank you.

I am encountering difficulties with my payment method. I do not possess a credit card and I cannot make any payments. I have attempted numerous times without success. I am in need of assistance from customer service and do not wish to be redirected somewhere else. My confirmation number is [redacted] for a refund. I exclusively have a debit card available. I am frustrated with the current situation and eagerly await resolution. My contact person, James, is unreachable for a few days to process the refund. Yet, I am experiencing issues with communication due to my phone connection. My preferred means of payment is a prepaid NetSpend card linked to my cash app, with no available balance.