I wish to report a problem that occurred when I boarded Amtrak from Richmond Main Stree...

GetHuman3359782's customer service issue with Amtrak from August 2019

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The issue in GetHuman3359782's own words
I wish to report a problem that occurred when I boarded Amtrak from Richmond Main Street Station to Washington, DC. On July **th, I reserved * senior tickets thru Amtrak Guest Rewards. My travel dates and locations were firm. I received an initial confirmation email with the date, station locations, times, itemized costs, and * attachments (a scan barcode and a kiosk reference). During the phone transaction with the agent, I understood her to say that I would be charged a **% penalty if I cancelled or changed the reservation after July **th.*When we arrived at the station yesterday, there was no agent and the kiosk would not accept my credit card. When I boarded the train, the conductor informed us that the scan barcode I presented was invalid, and that I didn't have a ticket. He said we would need to pay $** each or deboard the train next stop. Fortunately, there were a few percentages on my mobile phone and Guest Rewards was still open. Guest Rewards offered me a ticket for $** more than the original ticket, which I purchased but hereby contest. *Because of the mixed messages on the initial email (and confusion in conversation with the agent) I and ended up being penalized $** for a "courtesy" I didn't need. I request $** refund, guest reward points or other compensation for the $** I was charged to remain a passenger on Train ** from Richmond to Washington, DC, August * ****. This courtesy policy and delivery are a problem for me, and perhaps other passengers like seniors, families, children and students without the means or fluency. They could be easily expelled from the train, or charged excessive extra fees. It's a scary experience!*The initial reservation email has most features of an invoice, with fine print "this is not a ticket," that could be clarified. Since I didn't require any changes to my reservation, I didn't call back. In the future, Amtrak could consider accepting payment, and informing the passenger in the initial email of the penalties for which a **% charge will be assessed, even if it means eliminating or lowering the number of courtesy days. At the very least, the initial email should not appear to be an invoice!*Please inform me of your decision. Thank you in advance.

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Customer service issue
Reported by GetHuman3359782
Aug 3rd, 2019 - 3 years ago
Not resolved
Seen by 24 customers so far
Similar issue to 3211 others
0 customers following this


GetHuman3359782 started working on this issue
Aug 3rd, 2019 12:27am
GetHuman3359782 indicated the issue is not fixed yet.
Aug 4th, 2019 2:56am