Amtrak Customer Service Issues

I booked a reservation for a round trip from San Diego to Surf Lompoc Ca, departing at 12:01pm on November 24 with reservation number 66D992. However, I later received an email on the 23rd changing the departure time to 4:00 am, which is too early for me to catch a train due to lack of bus services at that hour. I contacted customer service but was kept on hold for an hour. As a 68-year-old, I need a train with bus service at a safer hour. How can I prevent this from happening in the future?

I have a reservation for December 3rd, departing at 10:20 from Moynihan/Penn Station, NYC to Poughkeepsie, and returning at 5:30 on the same day. Due to the dynamic situation of the patient I am visiting in the hospital, I regret to inform you that I need to cancel reservation # AE4510, made on December 1st. I would like to inquire if it would be possible to retain the reservation number along with the special senior discount that was available on that day and use it for a future date. Thank you for your assistance. Sincerely, Carol A. Nasta.

The e-ticket was mistakenly sent to my brother's email instead of mine, and he is unable to locate it. Typically, I purchase the ticket, have it sent to my email, print it, and forward it to him. I would appreciate it if the reservation could be re-sent to my email so I can take care of it. The ticket was for travel on December 24th from Centralia, IL to Rantoul, IL, with a return on December 26th (possibly a day off due to Christmas). The ticket was purchased using my Discover card. The ticket was in the name of Augie T. with a senior discount.

I am requesting a cancellation and rescheduling for our upcoming trip from Kalamazoo to Chicago on December 13 to December 15. Our reservation number is A44A15-17Nov21. Kindly confirm these changes. I am Terrence T Halm, and my wife is Karen A. Martin-Halm, who made the booking with her credit card. Thank you for your assistance.

I am curious about the stability of first class compared to other train sections and if the seats recline. My spouse and I have booked tickets to go from Baltimore to NY in coach tomorrow night and returning the next night. I have epilepsy and balance problems, so I am inquiring if upgrading to first class, which may be more stable, could help reduce the chances of having a seizure (not grand mal). Could you provide details on the price difference for switching to first class? Thank you for your assistance. - S. Blankman.

I am attempting to purchase an Amtrak ticket for 2 adults traveling from Chicago to Salt Lake City. Unfortunately, I have encountered issues with the website and the Amtrak app despite trying different browsers and clearing the cache. My attempts to contact Amtrak over the phone have been unsuccessful as I am disconnected after being on hold for 45 minutes. I reside in Germany, which makes it impossible for me to visit an Amtrak ticket office in person. I possess eVouchers that are set to expire by the end of the year, and I am in dire need of a solution to complete my reservation. I have exhausted all online options with no success, and the phone lines have also been unproductive.

My mother had been saving all year for a trip from Dallas to San Antonio on the Amtrak train Texas Eagle 21 & 22. However, upon boarding, we were disappointed to find that the formal dining car and observation car were not available as advertised on the website. This was particularly disheartening for my mom, who had been looking forward to these amenities. Due to the unclean conditions in the coach, I opted to stay in the cramped room we had purchased to avoid the coughing passengers. The room itself was not well-maintained, with trash, dirty tissues, and even a used sock left behind. The food service was subpar, and the atmosphere in the cafe car was unpleasant due to a person behaving erratically. The staff member’s dismissive response to my mom’s simple request for hot chocolate was hurtful. The overall experience was so disappointing that my mom felt too disheartened to leave the hotel in San Antonio and unfortunately, we later all tested positive for Covid. I am seeking a refund for our tickets as a resolution to this upsetting journey.

Hello, I need to report a concerning experience with our return trip on Acela [redacted] on January 3rd, [redacted]. The train was delayed for more than an hour, departing at 12:18pm instead of the scheduled 11:11am, which caused inconvenience and discomfort to all passengers, including my husband who ended up catching a cold while waiting in the bitter cold without updates. After finally receiving an update and rushing to catch the train, we faced further issues as the train departed and we had to run with our luggage, resulting in my husband injuring his left foot. Upon boarding, we discovered that my business class seat was double-booked, which was unexpected as these seats are usually pre-assigned. Given the multiple challenges we faced during this journey, I kindly request a refund for this trip. Thank you, Irene A. and Anatoly R. Reservation number 80EA8B

On December 27, [redacted], we traveled on the auto train from Sanford to Lorton. Despite booking a bedroom car, we were placed in a cramped room that made it difficult to sleep, especially for me being 79 and my companion being 82. The lack of hot water made it impossible for us to shower or shave. Furthermore, a female Amtrak employee's threatening mask announcements were repeated multiple times in a rude and unprofessional manner, stating that non-compliance would result in removal from the train. This experience was disappointing considering the otherwise excellent food on board. Having been a frequent traveler on the auto train, I am requesting a refund due to the discomfort and poor service faced during this trip.

I have an unused ticket (Reservation D08BFF) for Amtrak #[redacted] from NYP to PHL on 2/1/22. The departure was scheduled for 7:40 pm, but a delay was noted on the board. Due to confusion with the similar-looking trains, I mistakenly boarded #[redacted] at 7:50 pm instead of #[redacted] at 7:51 pm. The conductor notified me I was on the wrong train. I got off at New Rochelle, returned to Manhattan, and bought a new ticket (Reservation D1BE18) for travel the next day, 2/2/22, after being told my unused ticket had no value. I understand my error and the resulting costs but find it harsh for Amtrak to require a new ticket for the following day.

I would like to request that this message be forwarded to the Head Office. On December 13, [redacted], I purchased my ticket B6B03A for a trip from Ben Az to Mineola Tx. Upon boarding, my ticket was checked and approved. However, upon reaching Beaumont and inquiring about the arrival time in Mineola Tx, I was informed I was on the wrong train without any previous indication from the conductors. Despite no ticket checks during the journey, I was told to continue to New Orleans before heading back to San Antonio and then Mineola, significantly extending my travel time and causing me to incur expenses totaling $[redacted].31 due to the inconvenience and fault of the Amtrak conductor. I had to arrange alternative transportation from Lake Charles, pay for a hotel stay, meals, fuel, tolls, and felt upset and scared during this entire ordeal. I hope for a prompt and positive response from Amtrak. Thank you. Contact number [redacted]. I have receipts for all expenses incurred.

I had made a reservation at the Best Western Chula Vista in San Diego, but now I need to cancel. Unfortunately, I won't be able to stay at the hotel. I was asked to extend my stay by my dentist for dental implant work. I won't be able to pay for the cancellation. I was looking forward to staying at your beautiful hotel but circumstances have changed. Last time, I experienced significant pain and I'm about to start another session. The thought of going through it again is daunting. I was not prepared for the level of discomfort I experienced previously, and now facing it again is overwhelming. I initially thought the hardest part was over, but it seems like there's more to come. I am anxious about the upcoming procedure and the pain it may bring.

Dear Sir/Madam, Hello, I am Pinky from India. I am scheduled to fly from Mumbai to Newark airport on March 25, [redacted] at [redacted] am (India time) and plan to catch the first available Amtrak train to Washington DC upon arrival at [redacted] am US time on the same day. I have arranged for an RTPCR test within 24 hours of my flight to comply with US regulations and I am fully vaccinated. I seek clarification if this RTPCR test from India and my vaccination status suffice for traveling on Amtrak on March 25, [redacted], considering the tight connection time between my arrival, immigration, and the train departure. Your prompt response is crucial for my travel plans, as I have a long international journey ahead and must reach DC on the same day. Thank you for your assistance. Best regards, Pinky E.

I, James B., made online train ticket purchases for my wife and myself to travel from Suisun, CA to Reno, NV on February 26, [redacted]. We were under the impression that we would be taking a train for sightseeing. Upon reaching Sacramento, we were informed we would be taking a bus to Reno instead. I declined the bus option, resulting in a three-hour wait for the next train back to Suisun. Only $30 out of the $[redacted] spent on tickets was refunded to me, with an additional $[redacted] for canceling our room. The lack of clarity on the website regarding bus services during reservation was frustrating, as it only mentioned finding a train. I have contacted Amtrak via email and finally received a response after multiple attempts, during which I was given a partial refund and a voucher. The confusion arose from the mention of "mixed services" and different train routes, leading me to believe it was a purely train journey. I am now seeking compensation in the form of complimentary train tickets for a round trip to Reno for both of us and a full refund for the disrupted trip last Saturday.

Good day, on February 21, [redacted], you unlocked my Coinbase account. There was €24,[redacted].89 in my account, but it's no longer there. Why? On February 9, [redacted], you sent an email reassuring me my funds were safe in my Eurowallet on Coinbase. I attach your email below. -------------------------------------- Dear Mr. L. Varalta, Currently, you have €24,[redacted].89 in your Coinbase account on Eurowallet. Your funds are safe. For security reasons, we kindly ask you to initiate a transfer of the same amount. The funds will always stay in your Eurowallet on Coinbase. We apologize, but we aim to protect our clients' funds and ensure that you are the one conducting transactions on different devices. To prevent money laundering, you are required to make a deposit within 48 hours. Thank you for your cooperation. Coinbase Team ----------------------------------------------------- On February 18, [redacted], I received an email from a company claiming to be CONSOB in Italy (Brindisi), stating they had transferred the money from Estonia to Italy and requested a 10% fee. I, Lorenzo Varalta, did not pay anything and never will. These individuals have scammed me (I have investigated and confirmed they are scammers). I kindly ask Coinbase to investigate this serious error so that I can retrieve my funds. Thank you. Regards. P.S. The CONSOB document mentions reference number N.[redacted] dated 18/02/[redacted], with the names Valentina M. and Fulvio P. (deputy director).

I encountered an issue when trying to book a trip from Seattle to Vancouver, B.C. I spoke to a recording named Julie initially, which did not provide the necessary assistance. Following that, I was redirected to the Canadian department. However, after a long wait, I was advised to leave my name for a callback within an hour. The call came in after an extended period, and I was informed that the next agent would help me. Despite expecting a brief wait, I was put on hold for over an hour. Just when I thought I was going to receive assistance, the call got disconnected.

I prefer to book Amtrak tickets online or through the app because it allows me to clearly list my needs as a person with a disability. However, for the past 2 months, I have been experiencing issues with payments not going through after entering all the riders. I have attempted to use different payment methods at various times of the day, but I consistently receive an error message advising me to try again later or contact 1-[redacted]-USA-RAIL. Feeling desperate to secure a ticket before the train fills up this week, I resorted to booking through Julie. Unfortunately, this method does not provide me with the option to identify as a person with a disability or request a companion. Although I aimed to avoid waiting on hold by booking through Julie, I still had to endure a 10-minute hold to provide my email address to an agent. I believe Amtrak should improve their booking process, but unfortunately, their feedback form has a limited character count for expressing concerns.

I found myself stranded at a bus stop in King City, California by Amtrak's Bus Service at 6 PM. It was clear the driver did not check thoroughly before leaving. Despite being easily visible near the driver, they departed without me. I was wearing a bright blue shirt and remained visible before they drove off. The phone reservation agents were unhelpful and unsympathetic, providing minimal assistance by just listing the next train time. Now, I am left without my belongings and waiting for multiple lost item claims to be addressed in the San Luis Obispo to Grover Beach to Los Angeles area. Bogus.

I am requesting a full refund for my trip from DC to Philadelphia at 3:25pm, which amounted to $94. When I realized I couldn't make it, I inquired at the ticket office earlier in the day if I could catch a later train on the same route for the same price, and was given the go-ahead. However, when I boarded the 5:50pm train, the ticket checker insisted I buy a new ticket for an additional $94, citing reservation number 159C8B. Despite feeling pressured and unfairly treated by the employee, I had to comply. I seek a refund and an apology for this incident, or I will avoid using Amtrak in the future and will share my negative experience online to warn others.

Dear Customer Service, I am writing to express my disappointment about the experience my wife and I had during our trip on April 30th, [redacted]. We had reserved a Family Room on the scheduled train departing from Seattle at 4:40 pm. Upon presenting our ticket, we were informed that despite booking a Family Room, we were assigned rooms 9 and 10, which were significantly smaller than what we had requested. Despite voicing our concerns, the staff was unhelpful and insisted that we take the rooms or leave. This situation already dampened what should have been a wonderful journey for us. Unfortunately, midway through the following day, we were stuck in Shelby, Montana for 6 hours due to track issues, leading to the trip being canceled. The lack of information and assistance from your staff made the situation more distressing, especially considering we had connections to make in Chicago. We had to independently arrange flights to Chicago at additional cost. Although I understand some circumstances were beyond your control, the poor reception and lack of empathy from your staff were disappointing. We paid for a service that we did not fully receive. I kindly ask for a prompt investigation into this matter. A copy of this letter will be sent to the relevant parties if necessary.