Amtrak Customer Service Issues

I spoke with an Amtrak representative on 5/11/22 who informed me that there were no direct trains or buses available on the weekend. Despite following their advice to take a train, I ended up far from my destination and had to take a $90 Uber ride, which should have cost under $40 directly from Stockton. At the Merced CA station, an agent advised me to return to Stockton on the same train route and then catch a bus to Livermore, a time-consuming option causing me to miss my event planning. Later, I found out that the bus to Livermore had been available from Stockton all along, contradicting what the phone agent had told me repeatedly. I am now left with an unused return ticket and I am requesting a credit for the $89 Uber ride and the $28 unnecessary train tickets, as the misinformation was not my fault. Despite numerous attempts to contact Amtrak, I finally received a callback. I hope for a fair resolution and acknowledgment of the inconvenience caused. Thank you.

I rode on train #19 on May 27, [redacted]. The departure was delayed by an hour, causing a total delay of four hours when we reached New Orleans, LA. A large group of [redacted] passengers boarded in Alabama, but the boarding process was disorganized, adding to the delay. Upon arrival in New Orleans, the atmosphere turned lively with alcohol and even marijuana being openly consumed on the platform, and some passengers walking barefoot between cars. The next day, while on train #1 to Houston on May 28, [redacted], I was reprimanded by a ticket agent for having a small liquor bottle at my table in the observation car. I complied with the request but felt unfairly treated, especially since on a previous train (#9), there was no issue with alcohol. Despite raising the concern with other agents, the lack of consistency in rules left me feeling disrespected and hoping for fair treatment and respectful communication in the future.

I still require assistance. My business trip needed to be rescheduled from Thursday, June 9th to either June 12th or 13th due to my recent COVID diagnosis. Symptoms started last Saturday, June [redacted], were full-blown by Sunday, June [redacted], and I received a positive test result on Wednesday, June [redacted]. I began antiviral treatment on June 10th. I did not use my June 9th ticket, and my email inquiry remained unresolved. Despite my numerous phone calls, the operator who contacted me was unable to assist. She could not provide information on policies or department responsibilities, only offering to transfer my call where I faced over a 30-minute wait time. The callback service proved ineffective. The email responder did not address the issue, simply inquiring whether it had been resolved and directing me to self-service links. This approach has also been unhelpful. I am seeking assistance to finally change my reservation.

I missed my train because the Greyhound bus I took to Chicago was over an hour and thirty minutes late. This delay made it impossible to accomplish my tasks in town and reach my train on time. Despite my efforts, the bus delay hindered my ability to get to my destination promptly. I tried calling multiple times yesterday to cancel my ticket, but no one answered after an hour of attempts. This morning, I made several more calls, spending over two hours on hold without reaching a representative. I am seeking a full refund due to this inconvenience.

I would like to address my experience on Northeast Regional 99 on Sunday, June 19, traveling from New York Penn Station to Richmond Staples Mill Station. The train was significantly delayed, arriving in Richmond around 11:15 pm instead of the scheduled 7:08 pm. I encountered various problems during the journey, including the train being almost an hour late departing and multiple stops due to signal issues. A crew change problem in Washington, DC, caused further delays and confusion for passengers. Additionally, there were power/engine problems leading to a long stop at Union Station and delayed departure to Richmond. The lack of communication from the crew exacerbated the situation, leaving passengers in the dark about the issues. The train finally arrived in Richmond with another minor delay around 11:15 pm after a prolonged journey. I am requesting a full refund for this trip, which was made under Reservation Number "3E0D00" and Last Name "Ramsey".

On 10/20/21, I used Amtrak Guest Rewards to buy round-trip tickets from Wilmington, DE, to NYC for travel on 4/15/22. Arriving at the station, I was informed that my train was canceled without prior notice. Despite attempts to reach Guest Services over the phone, no agent could be reached after waits of 40 and 30 minutes. Unable to resolve the issue on-site, I purchased new tickets for immediate travel. Despite numerous attempts to contact Amtrak through various channels to use my Reward Credits for the original purchase and address the credit card charge, I have faced difficulties. My claim number with BofA is [redacted]. I have expressed my desire for a refund of the original ticket cost in Reward Credits but have not received assistance. Receiving callbacks is not convenient for me due to my household situation, adding to my frustration with this ordeal.

I made reservations for Amtrak tickets for our clients traveling from Seattle to Vancouver, departing at 7:45 a.m. on June 17, with reservation number 621FAF. To their surprise, they were informed in Seattle that there was no rail service available and that they were instead booked on a bus departing at 9 p.m. As this scenic journey was part of a holiday package they booked through our agency, we covered the $[redacted] cost for a limo transfer between the cities. Amtrak only offered a $68 refund for the change in transportation without notifying us of the schedule alteration. This has resulted in a loss of $[redacted], tarnishing our reputation with valued clients. We have invoices to support these expenses. We seek guidance on how to proceed and an explanation for this situation. Thank you. - AW, Bon Voyage Travel and Tours, UK.

I took the Amtrak Starlight Coast trip from Seattle to Los Angeles on June 27-28 (Ref. #[redacted]) as part of a custom vacation package. Unfortunately, the journey was disappointing. The meals promised were not available due to issues in the kitchen and dining car. The air conditioning in our sleeper car was ineffective, making the trip uncomfortably warm. I also encountered difficulties with the recommended hotel in Los Angeles and the lack of transportation from the train station. Overall, this experience was unacceptable, and I am seeking a refund for the inconvenience and the unmet expectations. I prefer a cash refund of around $[redacted] rather than vouchers or credit for future trips.

I have been attempting to contact customer service for the past four days, spending a total of 8 hours emailing, messaging, and waiting on hold. Unfortunately, I experienced multiple disconnections and had to end a call after being on hold for 4 hours and 16 minutes due to family obligations. Despite this, the response I received only mentioned longer-than-usual wait times. To resolve the issue with my trip booking, I am seeking assistance to apply my vouchers correctly and address the overcharging for the booked portion of the trip.

During my recent journey on the Zephyr from June 15 to June 17, my trip was delayed by 5 hours, causing me to miss my connection from Chicago to Toledo. Despite reserving a roomette for the Toledo trip, none were available on the subsequent train. The conductor kindly accommodated me in business class, although I had initially booked a roomette. I would appreciate discussing potential compensation or a refund for this inconvenience. Additionally, I am scheduled to depart from Toledo this Sunday, July 10, with a connection in Chicago to board the Zephyr back home. I am seeking reassurance that my reserved roomette for both legs of this journey is secured. While I had initially reserved a roomette, I would prefer a bedroom for the Chicago to Martinez, CA segment if possible. If the bedroom is not available, the roomette will suffice. Thank you for your assistance.

On June 9, [redacted], there was an Amtrak incident from San Diego to Los Angeles in Solana Beach. Passengers were asked not to disembark as the train would wait. Upon arrival at LAX, the train had departed, leaving us without assistance to ticketing, despite expecting a red cap service. After facing confusion at the business class lounge, I was directed back downstairs with little clarity on the situation. My intention behind the trip was to visit my godchildren, limiting my ability to navigate multiple trains due to my disability. Unfortunately, the lack of concern from ticketing staff was evident as they rushed us without addressing individual needs. Despite explaining my desire for a relaxed journey, I was hastily arranged on a bus and train route to Sacramento. This unexpected change left me without my luggage, including vital prescriptions. Despite numerous attempts to locate it, no progress has been made, and the absence of communication from the company is concerning. I have persistently reached out via calls and emails, yet the issue remains unresolved. A resolution is imperative in this matter.

Hello, I'm Loretta. I experienced a significant delay on my June 30th, [redacted] reservation to Norfolk, VA, arriving almost 3 hours late. I had to take a Lyft, costing $55.41. My reservation number is 3CB[redacted]22 and ticket number is [redacted][redacted]. I tried reaching customer service multiple times but was put on hold for hours and then directed to a survey without speaking to a representative. Today, I called at 8:29am and was on hold for 1 hour 52 minutes and 19 seconds before being connected to the survey again. I've been attempting to contact customer service on June 6th, 8th, 9th, 12th, 13th, and 14th, waiting for over 2 hours each time. We were told we'd receive a free ticket as compensation, but I also need reimbursement for my transportation costs as my friend can't drive after dark. I visited Amtrak.com for help and requested the corporate phone number and address to escalate my concerns. I'm reaching out here for assistance as a dissatisfied customer, hoping to address my issues. Thank you.

I would like to file a complaint regarding our return trip from NY (NYP) to Florence, SC (FLO) with Reservation# 136AEC. Forty-five minutes before reaching Fayetteville, NC, the ticket taker informed us that our car was closing, forcing us to find seats in a crowded car ahead with none available. My daughter, aged 10, had to sit with a stranger, causing discomfort and fear. The rest of us stood near the bathroom, struggling to hold onto our luggage as the moving train made me hit my head against the luggage bar multiple times. Just before Fayetteville, we were told to return to our original seats, making us move back through the train while it was still in motion. This experience was unacceptable. I insist on speaking with upper management promptly to address this issue. My name is Katherine Watson, and you can reach me at [redacted] or email me at [redacted] Your immediate attention to this matter is greatly appreciated.

I purchased 2 tickets for the Vermonter train from WRJ to New Haven Union Station. The first ticket never appeared in my inbox, so I bought another one. While I received a confirmation for the second ticket, my bank account shows both were processed. I don't need the extra ticket and want a refund, especially since I can't locate the missing ticket. I'm concerned about being charged twice and called customer service without success. I hope this can be resolved quickly as I cannot afford to lose $54. Thank you.

Reservation 3F9777 Passengers: Graham McMahon, Craig McMahon, Lucy McMahon. I am requesting a refund for this trip due to the extremely poor travel experience we encountered. The train departed an hour late without any announcements or updates. Passengers were directed to sleeping units as temporary seats due to overcrowding. After some time, there were no available seats, and with no staff present, my children and I had to stand. The train then experienced a breakdown, leading to confusion and a lack of seating. Despite the challenges, the train ran out of food, had toilet issues, malfunctioning doors, and poor customer service. This caused us to arrive 4.5 hours late, causing us to miss planned activities. Subsequently, I contracted Covid-19, further impacting our holiday. If a refund is not possible, I request to file a formal complaint and have this matter investigated for future passengers' sake. Your prompt attention to this issue is appreciated. Thank you for your assistance. -Graham McMahon

I believe it is important to consider various aspects related to the recent Amtrak derailment incident on the Gulf Coast line that resulted in tragic loss of life. It is crucial to investigate the possibility of any prior structural compromises in the bridge. Reviewing all train movements leading up to the accident and examining track inspection reports can provide valuable insights. It is necessary to question both bridge maintenance workers and track maintenance personnel to understand the situation better. Additionally, exploring the potential involvement of electricians or maintainers who could have set up electrified charges on the bridge should be part of the investigation. This could involve ex-employees, retired staff, or even external parties. Conducting a thorough investigation is essential to uncovering the true causes behind this heartbreaking incident. Thank you for your time. Warm regards, Jimmie Dale Owen

I took the Amtrak Zephyr from Denver to Salt Lake City on July 6, [redacted]. The journey was going well until a stop at Green River at 8:20 pm. An announcement stated the train would wait due to a flood, but there were no updates or assistance provided throughout the night. At 9:00 am the next day, I learned that coaches were arranged to take us to Salt Lake City, arriving 15 hours and 35 minutes late. Even after contacting Amtrak for compensation for the delay and poor service, I received no response to my phone app and subsequent emails. I am requesting Amtrak to compensate for the inconvenience.

I had two reservation numbers for my recent trip. The first one is [redacted] and on my E-Ticket it was E76097. My trip was from 8-21 to 8-25-22 to Glacier Park Lodge on the Empire Builder train. Despite being promised a sink in my sleeper room, there wasn't one. The bathroom in my train car wasn't working properly, and the air conditioning had issues. I had specifically booked a first-floor room due to a recent knee replacement, but upon arrival, I was given a second-floor unit even though my reservation clearly stated a first-floor unit with two queen beds and a balcony. The hotel claimed they gave my room away. Additionally, the hotel didn't have a functional pool as advertised. On my return trip, once again, there was no sink in my sleeper and the bathroom wasn't working. During a harrowing experience in the observation car bathroom, I got locked inside until another passenger helped me. Apart from the second night, the food, staff, and views were commendable, but overall, this vacation was a disappointment. I believe I am entitled to a refund for more than just one night's stay and food expenses at the lodge.

I need to cancel my booking from the UK, but the contact email is unresponsive, and I am unable to locate my booking information. SALES RECEIPT Purchased: 03/16/[redacted] 3:19 PM PT Thank you for your purchase. Merchant ID [redacted] Massachusetts Ave NW, Washington, DC [redacted] Amtrak.com Reservation Number - EC9F96 New Orleans, LA - Union Passenger Terminal to Memphis, TN - Central Station (One-Way) MARCH 16, [redacted] Billing Information STEPHEN MEEHAN 6 INGOLDSBY ROAD, MIDDLESBROUGH, ZZ NOZIPC Visa ending in [redacted] (Purchase) Authorization Code [redacted] Total $[redacted].00 Purchase Summary - Ticket Number [redacted][redacted] TRAIN 58: New Orleans, LA - Union Passenger Terminal to Memphis, TN - Central Station (One-Way) Depart 1:45 PM, Sunday, October 30, [redacted] 2 ADULT RAIL FARES $[redacted].00 1 ROOMETTE $93.00 Car [redacted] - Room 2 Ticket Terms & Conditions CANCELLATION FEE MAY APPLY. Subtotal $[redacted].00 Total Charged by Amtrak $[redacted].00 Passengers: Stephen Meehan, Caroline Rigg For more information please visit Amtrak.com/changes. Questions? Contact us online at Amtrak.com/contact or call 1-[redacted]-USA-RAIL (1-[redacted]).

I have been trying to book a trip online, but your system keeps failing for over a week now. This is frustrating as I need to book a trip for 2 seniors from the Grand Canyon to Los Angeles departing on May 28th with a Sleepette. It is crucial that I finalize this booking as it is just one component of our entire trip plan. I have already spent nearly 10 hours trying to do this. Your prompt assistance is greatly appreciated. If needed, you can reach me at [redacted]87 (without the initial 0). Thank you, Ron G. from Australia.