Amtrak Customer Service Issues

I believe providing more details helps, but I'm finding my responses restricted. The conductor, Mr. Graham, consistently singles out my husband and me on the train. He ignores other passengers and heads straight to us to check our tickets. When we question him, he threatens to ban us from the Marc train for a year. This behavior began months ago when our phone died while boarding. We informed him we had online tickets and needed just 5 minutes to charge our phone with a portable charger. We even offered to pay in cash if needed to prove we weren't trying to ride without tickets. After showing him our tickets, he still singles us out for checks, even shouting to other conductors as we exit. This constant targeting and threat of being banned is unjust. As we rely on Marc for work commutes, I am contemplating seeking legal advice. I plan to record our interactions to document this harassment.

I recently had a reservation with the reference number #12605A for a trip from El Paso to Lafayette, La. on 11/16/23. Unfortunately, when I tried to review my trip, it had expired. I received multiple texts stating the train would be late by an hour in El Paso, but upon arriving at the station on time, the train had already left. Even though I was refunded, it was not very helpful as the next train was not scheduled for three days later. I was promised a $30 refund by an operator, which I never received, and was charged $30+ when altering my return trip due to a broken arm while in Lafayette. I also had a bad experience with the crew onboard as they refused to assist me with my luggage despite my injury, leading me to seek help from another passenger. Furthermore, my original downstairs seat was changed to upstairs upon rebooking, which was disappointing. Overall, my experience with AMTRAK was extremely disappointing, and I believe improvements are needed in customer service and booking procedures.