Amtrak Customer Service Issues

I upgraded to business class for a more respectful travel experience. On a recent Amtrak ride, a passenger was loudly blowing bubble gum despite my request to stop. When I complained to the conductor, I was told that Amtrak only enforces quiet rules in designated quiet cars. I have also used the quiet room before. Amtrak's high prices should guarantee a peaceful trip, especially in business class. I ask for a quiet atmosphere in business class to be maintained. Thank you for your attention to this issue.

This is my first time riding Amtrak and it hasn't been a pleasant experience. My wife and I were traveling from Edmonds, Washington to Vancouver, Canada. After booking our train trip, we were notified it was canceled and we'd be taking a bus instead. The confusion continued when we were shuttled between stations and ended up missing the bus due to delays. I am frustrated by the lack of organization. Despite the inconvenience, we are hopeful to make it to our final destination. I believe a full refund is necessary given the circumstances and would appreciate additional tickets for a future trip. We are facing the possibility of missing our flight due to these delays. Greg Banish is the supervisor handling this situation and I urge Amtrak to address this issue promptly. This experience has marred the beginning of our vacation, and we still have more flights to catch. I hope for a resolution soon. Thank you. - Josh K. ([redacted]) Kendra K. ([redacted])

I had two reservations - the first one is D2A7C7 and the second one is D2A8F4, totaling [redacted].96. I am seeking a refund due to two issues. Firstly, my girlfriend, under the second reservation, missed her stop in Santa Ana due to an overcrowded train during a world series game. She had to retrieve her checked bag from two stops away, causing a significant inconvenience. Additionally, I faced mistreatment from an attendant when asked to move seats due to claustrophobia. The attendant's implication that I was not a nice person was unacceptable and humiliating. Despite taking the SD to LA trip numerous times without incident, this experience was disappointing. I request a refund for the poor ride experience and anticipate corrective action regarding the attendant's behavior for future trips. Thank you.

I am using a special talking computer to write this letter as a blind individual. Recently, I discovered that my complaint, which I was told was resolved, was never actually submitted by Amtrak. I traveled from New Haven, CT to Newark Penn Station, NJ in May [redacted] and despite informing Amtrak staff that I am blind and traveling alone, they failed to assist me in getting off at my stop. Apologies were given, but the train continued, and I ended up in Philadelphia, PA. Despite promises of help to get back on track, I was left stranded in Philadelphia after missing the connecting train. The journey that should have taken two hours turned into six and a half hours, leaving me feeling traumatized and lost. As a crime victim who is blind due to an incident, I felt degraded and ignored throughout this ordeal. I request a refund for my ticket and compensation for the mistreatment I endured due to my disability. I hope Amtrak addresses this situation promptly. - Lady Sunshine

I booked ADA sleeper tickets for myself and a companion on Amtrak from Oakland, CA to Anaheim, CA for November 1st. On the day of travel, BART delays forced me to take a last-minute Lyft, leaving behind my backpack and wallet. Despite arriving 20 minutes early, the train departed 2.5 hours late. We missed breakfast, and although offered cereal, we didn't receive other meals during the 14-hour journey. Our transfer in Los Angeles had a 1.5-hour delay due to mechanical issues. As a result, we missed our AirBnB check-in, costing us extra for a hotel. This trip, marred by delays and poor communication, has left me hesitant to rely on Amtrak for future travel. The lack of timely alerts about delays highlights Amtrak's unreliability for long-distance travel.

On November 21st, we traveled with two business class tickets from Los Angeles to San Diego. We opted for business class to enjoy the advertised amenities that enhance the journey. Unfortunately, our experience fell short. We were left without seats, and the situation was chaotic with passengers sitting in stairwells and standing in aisles, posing safety concerns. Surprisingly, no employees were present in our car throughout the trip; our tickets were not even checked. Despite seeking assistance, we were unable to locate any staff members. This lack of service is unacceptable, and we are requesting a refund for this leg of our journey.

My recent experience at Union Station while trying to catch the train on December 5th was unfortunately not pleasant. I missed my morning train to Milwaukee due to traffic and had trouble navigating the terminal. When I arrived at the track, I was yelled at by an agent without understanding what was happening. Despite apologizing and trying to board the next train with my sister and brother, we were all subjected to the agent's rude and disrespectful behavior. It was embarrassing and made me reconsider using Amtrak again. I hope this feedback can be used for employee training to improve customer service standards. The agent in question was a middle-aged African American woman at gate B17 on December 5th for the 8:25 am and 11:05 am trains. Basic customer service training would greatly benefit her and the company.

Reservation #[redacted] I had been looking forward to a trip to New Orleans with my best friend for a year as a birthday celebration. However, less than 24 hours before we were set to depart, Amtrak called to cancel our trip due to a snow event. The customer service agents were unhelpful and rude, only suggesting we figure out our own way to get there or fly down and take the train back. I was baffled as I live extremely close to the Fredericksburg VA station where trains were running all weekend, despite the snowy conditions. It was frustrating to see that Amtrak continued to operate trains out of Washington DC with less snowfall, while canceling our train. My friend, who travels frequently by air and sea, has never experienced such poor customer service. Unlike other travel companies, Amtrak failed to notify us promptly or offer any alternatives. This disappointing experience has made my friend vow to never travel with Amtrak again and has left me without a travel companion, as I am hesitant to fly. Amtrak's eagerness to refund money instead of making proper accommodations is truly disheartening.

Upon arriving in Santa Barbara on Sunday, December 30th, [redacted], at 10:20 a.m., I inquired at the Santa Barbara train station about traveling to Solvang. The representative's response was less than helpful; he mentioned the tickets were sold out in a rather unfriendly manner. Later, when I asked for the restroom code, he questioned me about having a train ticket before providing it. Interestingly, I noticed that he readily offered the code to some Americans without asking for proof of a ticket. This inconsistent treatment has left me feeling like I may have experienced discrimination at the Santa Barbara train station due to my Asian background.

Regarding my recent trip on Empire Builder train #28 from West Glacier to Chicago on December 31, [redacted], I am sharing my experience with the staff onboard. Despite having a Coach ticket and being allowed to choose my seat within the Coach sections, I felt singled out and repeatedly asked about my seating arrangements by a staff member. Initially, I voluntarily moved to accommodate a family's seating needs, only to later discover that my original seat remained unoccupied and was taken by another passenger. Subsequently, I was approached again by staff inquiring about my seat, leading me to feel targeted and confused by the continuous requests. Although I complied with the staff's instructions each time, the situation left me feeling upset and questioning why I was being treated differently. I prefer to understand the reasoning behind the staff's behavior as it significantly impacted my journey and caused unnecessary distress. I hope to receive clarification on this matter to help me maintain a positive outlook on the remaining duration of my trip.

I faced a nightmare today when I booked 2 one-way tickets from Martinez to Fresno, CA on the [redacted] train departing at 6:24 am. Despite arriving early at the station due to my disability, the train left a minute before schedule, leaving me and my wife behind. We were directed to catch the next train in 2 hours, causing us to miss important appointments. After multiple delays due to maintenance work, we were over 5 hours late, missing more appointments and facing the prospect of being stranded in Fresno. This first Amtrak experience has left me thoroughly disappointed with the service. We had to pay for unexpected additional expenses like a hotel room. I strongly believe we should be refunded for this distressing journey and compensated for our incurred costs. The lack of consideration for disabled passengers and the multiple delays were unacceptable. This experience has been a huge letdown and I hope for a prompt resolution to this matter. Sincerely, R. P.

Recently, I had an upsetting experience at the Route [redacted] station near Boston. I had to switch my originally booked 4:30 train to NYC Penn on January 8, [redacted], for the 5:35 train due to a business meeting delay. However, when I tried to change my ticket, there were no ticket attendants available until just before the 5:35 train departure time. The Amtrak attendant insisted I pay an extra $92 for the first-class ticket I had already purchased. Despite my objections, I paid the extra fee under pressure. The attendant then falsely accused me of trying to dodge the payment and refused to provide any identification when I requested it to report her unprofessional behavior. Her demeanor was disrespectful, and I felt unjustly treated. I believe this incident requires attention from Amtrak's management to ensure better customer service standards in the future. Feel free to reach out at [redacted] for further information. Thank you.

I believe my fiancé faced inappropriate behavior from an Amtrak employee today. I want to report the employee for causing embarrassment to my fiancé, whose Amtrak ticket I purchased. When his card was declined for water (a common issue for work travelers), he tried to call me to add funds to his account. During this time, the ticket checker publicly accused my fiancé of theft in front of all passengers on train cardinal 51 from Philadelphia to Cincinnati. I request a phone call to discuss this incident, a refund, and possibly a free ticket or credit for my fiancé to restore his trust in Amtrak. It is concerning that conductors resorted to unfounded accusations. I also urge Amtrak to improve the cleanliness and functionality of their train bathrooms to avoid inconveniencing passengers. I have made multiple calls and faced long wait times, receiving unsatisfactory responses that do not address these issues promptly and effectively.

I am currently traveling from West Palm Beach to Harrisburg, PA by train and have been onboard for 16 hours. As a smoker, I was looking forward to a cigarette break at designated stops. However, after facing disturbances like crying babies, drunk patrons, and a personal emergency, our train was delayed for 4 hours beyond the last stop, resulting in frustration. When I inquired with a train worker about the next stop in Fayetteville, NC, I was informed it would be an hour, but it ended up being 3 hours with no break. I was shocked by the disrespectful treatment I received when addressing the lack of a cigarette break. The staff member was rude and even tried to push past me without saying "excuse me." This behavior was completely uncalled for and left me very disappointed. I believe it's important for you to be aware of the conduct of your employees. Despite the money I paid for this journey, I now feel compelled to alter my future travel plans due to this unpleasant experience. My name is Vaughn B., and I will be sharing my experience with fellow passengers as we head to Philadelphia. Thank you for addressing this issue.

During my recent round trip on the Southwest Chief from Lamy, NM to Los Angeles, reservation number 2C0FA2-21JAN19, I encountered some discomfort in the coach section. There were two coach cars, one older and less clean with uncomfortable seats, and another that was newer and more comfortable. Despite booking a seat in the new car, I was directed to the older one both ways. I found myself next to individuals who did not respect personal space, making the journey unpleasant. The return trip was especially challenging due to a disruptive seatmate and bright overhead lights that made it hard to rest. When staff were located, they were unsure how to dim the lights. Eventually, I had to move to the other coach car around 2:30 a.m. to find a more comfortable seat in dimmed lighting. I was disappointed by the experience as I had hoped to enjoy more train travel during my retirement and advocate for Amtrak. The lack of options for upgrades or reserved seating in a better coach car left me unsatisfied with this journey.

Mother Nadine Rice had a difficult journey starting from the moment she tried to board the train. She encountered a ticket agent, who she believes was Dan, who mistakenly put her on a different train than her scheduled 6:40 am one, leading her to miss her event. After being charged an extra $35, she faced electrical issues on the train, causing further delays and discomfort during the trip at 78 years old. In a distressing turn of events, the train abruptly stopped, causing her to fall. Despite the challenges, the train staff were attentive and friendly. Mother Rice's experience was physically and mentally taxing, highlighting the importance of respectful treatment towards the elderly. From the initial mix-up in STL to the technical problems on the train and the unfortunate fall, the journey was far from smooth for her.

I recently had my pacemaker relocated and am unable to travel with the ticket I purchased from Amtrak. Due to a 10-hour delay and various issues during my last train journey, I would like to request a refund of $[redacted] for the ticket. I underwent surgery on February 22nd, [redacted], and can provide documentation from my Primary Care Doctor in John Day, Oregon, to support my case. My experience on the train to visit my Dad in Iowa on July 22, [redacted], was quite distressing, with no assistance provided despite the train delays. I have evidence of the bruises I sustained during that trip. The only person who seemed to acknowledge my situation was the lady who sold me the ticket. I kindly ask for someone to contact me within the next 24 hours to address this matter promptly. Thank you. Vickie Lee Bly, [redacted].

I recently underwent a surgery to relocate my pacemaker and am unable to use my Amtrak ticket. I am requesting a refund of my $[redacted] ticket due to a 10-hour delay and various other issues during my journey. I have documentation of my surgery on February 22, [redacted], and can provide a statement from my Primary Care Doctor in John Day, Oregon if needed. Please contact me at [redacted] or via email to confirm receipt of this request. Despite being permanently disabled, I received no assistance during my trip to visit my father from July 22, [redacted], to August 2, [redacted], on a round trip ticket from Pasco, WA, to Manly, Iowa. I have evidence of bruises sustained during the journey. I hope to hear back within the next 24 hours to address this matter promptly. Thank you, Vickie Lee Bly.

On Friday, February 22nd, and Saturday, February 23rd, the Amtrak contracted bus failed to arrive at the Lodi, California station for the 9 am pick-up. Despite claims that it had come and gone, evidence from a Lodi city employee and a fellow passenger waiting with me contradicted this. This disruption completely disrupted my plans as I had to return home to San Andreas on Friday and then faced the same no-show on Saturday, forcing me to take a train and bus to reach Reno for a visit with a sick friend. Moving around was challenging due to my back issues, although the driver was supportive and tried to help. My reservation number was 305CF3 under the name Arlene W. I urge an investigation into the contract bus company as this seems to be a recurring problem, dampening my enthusiasm for train travel.

I am apprehensive around dogs, cats, and anything with four legs. I am aware of ADA regulations regarding service animals, but recently, I felt intimidated by a man and his dog on an Amtrak train journey from Jackson, MS to Chicago, IL. The dog was asleep in the aisle, and I was so scared that I couldn't even use the bathroom for the entirety of the trip. Despite my attempts to call for help, no one responded, except for the conductor who was unhelpful and only focused on another passenger's ticket issue. I have video evidence of this incident and may consider sharing it on social media platforms. Amtrak did not respond to my initial complaint, so I'm not optimistic about this time either. I believe that as a customer, I should have the right to feel safe and comfortable during my journey. My reservation number is 4881A2, and I plan to address this matter further on Monday.