Amtrak
Reviews and Complaints

We booked three rooms in the same car several months ago. Actually called in to make sure we had three rooms in the same car. We booked a family room with bathroom and two roomettes. Our roometts assigned were 5 and 7. Get on board the family room is four entire cars away and rhe attendant decided he liked one of our rooms more then wr did so now instead of being able to have our doors open and talk to each we have him across from us and our family completely diagonal. So now in order to talk, wr have to stand out in the hall or go to the lounge car to spend time as a family. Two cars, three rooms and inept staff can ruin it all. Yeah. We will just drive next time.

I booked a ticket for my brother (age: 86) New Rochelle, NY to Meriden, CT on #148 etd 7:26pm. We arrived an hour early and saw that the posted time was changed to 7:56pm. There were no station attendants available for any updated information or to provide alternative connections. We waited until eventually a new time of 8:26pm was posted. At no time was any relevant announcement made. We waited. Other Amtrak trains passed thru, with possible connections to Meriden, but we had no way of knowing for sure. I tried calling Amtrak and listened to an endless supply of recordings while on HOLD. No one ever answered. It started getting dark and cold with no bathroom facilities nearby. Eventually the time was changed on the board to 8:56pm. My brother, by now, was very agitated and extremely nervous, besides needing a bathroom. An Amtrak train pulled into the station at 8:53pm. There was no announcement, no train markings and no conductor visible. My brother boarded the train. I started to leave and heard someone say it was the train to Boston. I became frantic and began waving my arms and calling for help. A conductor appeared from the front of the train, approached me and helped locate my brother who then got off.
A possible tragic situation was avoided. The correct Amtrak train finally pulled in 15-20 minutes later. Fortunately, this time the conductor was easily spotted in the middle car and confirmed this was the correct train. This 1hr - 45 minute delay was very unfortunate. The absence of ANY meaningful communication was irresponsible, dangerous and unforgivable. It would have allowed us an opportunity to decide how to best handle the situation instead of remaining clueless the entire time while sitting, waiting and not knowing what to do.
This is the 21st century and we are able to make pinpoint landings on the Moon and Mars. How is it possible that Amtrak's service can be so terribly deficient and lacking in the basics? Amtrak must take responsibility to ensure that its passengers are not risking their health or their lives just by taking a 1 hour and 51 minute ride.
Sincerely,
Kenneth S. Kaplan - 36 Bascom Place, Staten Island, NY 10314 [protected]@gmail.com

Why is there never any availability for bikes?
Amtrak has a train from Pittsburgh to Cumberland MD and for a lucky few, it's their transportation to the GA0 and C&o trails.
But for most of us it's a dead end.
The GAP & C&O Facebook pages are full of distraught posts by travelers from around the country, who mistakenly believed they could count on Amtrak to get them there.
This is a huge problem for the cycling community.

I booked a ride to Oklahoma City for June 18 from Ft Worth. On the 17th evening an employee (friend) checked to see if the train was on schedule and found out there was a derailment. So the next morning I called and called and called to see if the train was on schedule. NO ANSWER ever. My friend found out the train was cancelled so we decide to drive. Still no word from Amtrak. Now all we want is our money back. All day no communication or word from Amtrak and no way to get them to answer to get reimbursement. Then 45 minutes before train was to leave we get an email saying Amtrak was giving us alternative transportation which meant a bus. We of course had no intentions fr a bus ride . Then on the 19th the employee tells us we have to call before midnight to get a rain check. Well we called and get in line for a call back that was to be 2 hours later which would have been after 11 pm. The call never came. We've never experienced such in attentiveness and incompetence and disregard for customers. Do not believe we would ever try to book again. Still have not heard from Amtrak.

On May 27th returning from Spartanburg, SC. The train was scheduled to pickup at 11:30pm and the train did not come until 0215am. I had no idea it was going to be late because I didn't have internet service out there. This inconvenienced my sister who had to wait almost 4 hours and had to be at work at 6am the following morning. I'm a senior..

Case#: 5733119
Transportation Voucher Number: T950001985
Transportation Voucher Issued To: WILFRED MURPHY Auto train #17E66B
May 5, 2021

With the extremely late arrival time, I had no choice but to check into a hotel. I want reimbursement for my out-of-pocket expenses.

Amtrak train station in Harrisburg, PA has a very rude, screw-up and messed up ticketing agent named C. Thomas. She messed up my Amtrak train ticket and caused me to pay extra, and she was non-apologetic about it. She also takes drugs right in front of a customer. If you see her, old, Black woman, your best bet is to take Greyhound Bus. Other customers have complained about her. I hope that Amtrak takes her off the schedule or transfers her away from Harrisburg, PA

Case#[protected] [protected]@Amtrack.com Brenda Webster Gillcrese
Several times using the above e-mail address and has been send back, non -delivery., last communication March 19, 2021
Requested a review evaluation of my travels during the beginning of the pandemic.
Train Wilmington Delaware to Deland Florida
Train 92 Deland
My total cost for this journey, $1, 749.80

A disaster travel As a senior citizen, your not what I expected for a pleasant trip.
Concerns:
Stain Mattress both trains
Shower water never drain
Requested meals in advance, deliver to my cabin
trying to self quarantine myself, taking this stand as a safety precaution
For myself and age.
Given a large shopping bag, that I had to pick up myself
Meal was uneatable and not warm, drank water the entire
both ways
Attendant never answer the call button, waited 2 hours
Returning train had been sanitized with liquid coming down the walls
Original Reservation #BCA1DA
Unacceptable formatted email with a $250.00 voucher, refused
Traveling First Class, First Time Bedroom Suite, wasn't First
class.
Will take this trip once again, but i am saying to myself, would this be the type of travel Mr. William Flynn or anyone in his family fine this acceptable
I would like to take this trip, but fear that this will happen once again to me.

I would like to do this trip once again, but my family says, this is what Amtrak does best, Poor Services to Senior Citizens

What do I want, Amtrak to do fix my problem, I want to do this trip over at there expense
I have paid once poor service, can Amtrak do it the correct way and not the same old bedroom suite
Sincerely and Respectfully
Brenda Webster Gillcrese
[protected]@aol.com
92 Wayne Drive
Dover, Delaware 19901
Daytime work # [protected]
Home landline # [protected] after 4pm

And thank you for reading

Client #[protected]
After a nightmare trip last year in June 2020 when our train broke down in the middle of the night, we sat still for over 16 hours with NO info at all! No one would tell us anything & we couldn't get off the train. Finally, after a lot of trying, we reached a cust. service line and we were offered a partial favor by offering us a credit to use within a year. Taking this offer, trying to give Amtrak a break, we tried to book this year and the prices keep changing. On one day the tickets show as one price ($368 @ 20%), 3 days later they are doubled ($687 @ 20%), and 2 days after that they have tripled ($867 @ 20%). And occupancy still says it is the same. Called Cust. Serv. to verify and we were told 'that is the price, you will have to deal with'. No other explanation. Unbelievable that this long time company is so rude and un-accommodating. And can get away with Stealing from their customers.
I would like an actual refund for the extra day we had to sit on the train last year or be able to book the same ticket for the original cost again this year while using our partial credit that was offered.

Name: Jared Gardner
Email: [protected]@gmail.com
Phone Number: [protected]
Amtrak Guest Rewards #:

Reservation Number: 096f7f

Trip/Event Date: 2/21/2021

Message:

I was traveling for a job to spokane and back to Fargo on the way back from spokane I started itching badly in my crouch then I woke up to a bug crawling on my face and I have a disability so I was put in the wrong seat and the amtrack worker would not help me and told me to sit down and said you will get home very rude I am thinking about going to a mental hospital because I am very disturbed about bugs biting me and being treated like trashing the ground. Now I have a huge rash in my crouch in a lot of pain I don't want to go to the doctor because I don't want to catch covid-19 I am scared please help Jared Gardner [protected] [protected]@gmail.com

Complaint about the food offered on Amtrak. The advertisement says Chef prepared meals and white table cloth dining are shown in pictures indicating fine dining. This is false advertisement. The meals were nothing more than TV dinners with fancy names. I paid for a trip round trip in a bedroom sleeper car which include all meals, breakfast, lunch, and dinner. On the day of departure however, the train was late and fortunately for us we ate breakfast before boarding. The food was so bad I skipped dinner and we canceled our return portion of the trip and were charged $130 plus dollars; making a very disappointing trip even more undelightful. The train was later on arrival, which turned out to be a good thing because we had breakfast before loading. So neither of us had breakfast, and I skipped dinner because I could not eat that type of food again. The main complaint is the bad food and false advertisement. I do not mind getting a refund that can be used at a later date when you put your Chef's and fine dining back on board. So I would prefer a full refund of remaining portion of the trip I did not take. EFE19C Reservation # Sandra Brown

Unclean trains both ways. Mattress, 92 Train, soil, serveral places
should disposed, replaced. Still checking my home for bedbugs
Had my luggage, placed in my yard, not sure I to see if any insect were bought home with me
Never received the service I paid for$1749.90
No assistance for senior citizen, requested meals server in cabin, never happened
Reservation# BCA1DA /Ticket # [protected]
Wilmington Delaware to Deland Florida (Round Trip)
Sept.25, 2020 @1:02PM
Oct.03, [protected]@8:31PM
Meals both way serve in white shopping bag
Bathroom shower, never drain completely
Cabin in both trains, had smear, water drooping and and needed to be dry
Rang attendance bill 2 complete hours, never answer.
Had to remove my own white shopping bag to trash can.
Was not a comfortable, nor pleasant train traveling, estimated 16-18 hours
of hell! Brenda Webster Gillcrese
92 Wayne Drive
Dover, Delaware 19901
[protected] (c)
[protected] (h)
If need, I can document with photos from my cellular phone

Hello, I was looking forward to receiving your email update on COVID-19 to see improvements on train cleaning standards. I was disappointed to see the individuals in the accompanying video to be cleaning in plain clothing with no masks or protective gear. Amtrak is a highly used transportation system with high exposure to so many travelers with viruses and germs a given. Please take a moment to consider the welfare of your cleaning crew and present safe options for them. https://youtu.be/UfAu5tKeRKY

On 01/31 Train 518, Sea-Mount Vernon was cancelled ( Res: 8FOE13), a bus was provided. I sat in the second row. Two Amtrak conductors sat in front of me. As we left SEA the driver began sweating profusely, wiping his face and brow for about 15 minutes and loosening his collar. These seemed like potential cardiac symptoms. Next he turned on the air conditioning blower three times, saying it was heat and acting confused. He drove 47 in a 35 mile zone approaching the Edmonds terminal. At no point did he ever use a signal when changing highway lanes. From Edmonds to Everett a continuous loud annoying alarm beeped. In Everett the Amtrak conductors tried to investigate the cause. The driver said it was the heat alarm and could not turn it off so there was a probable safety component that should not have been ignored. Other passengers complained.The ride did not feel safe and was not safe. I believe your bus driver poses a likely threat to the future safety of passengers diverted to any bus he drives. Please report this contractor to the Amtrak Inspector General and notify me. Thank you.

I rode the Capital Corridor line from Richmond, CA to Davis, CA on 1/15/19 (train 534). I boarded in Richmond with another female passenger (woman #1) who sat down at a table across the aisle from me. The woman sitting opposite the table from her had boarded previously (woman #2).

The conductor came through and scanned the ticket of woman #2. He turned to woman #1 who stated she boarded at Richmond, was going to Davis and needed to pay cash. She was holding a $20 bill. The conductor stalled for a minute and told her the cost was $20 (the fare is actually $23).

The conductor then reached up with his scanner, scanned woman#2's ticket and printed a copy. He placed the copy in the holder above woman #1 and pocketed the cash.

When the conductor saw me taking his picture as I got off the train, he said, "did I do something wrong?" Interesting choice of question.

All he did was print a copy! He did not charge her a new ticket fare. Amtrak keeps raising our rates when their personnel are stealing money from the company! I reported this to Amtrak's Office of the Inspector General, but have not heard anything. I even gave them copies of the tickets printed (I obtained them from the two passengers) as well as a picture of the conductor. Not a word. Apparently, they don't care!

I was on the Amtrak 313 going from St. Louis to Kansas City. The car that I was in was struck by a boulder halfway through the trip. We thought it was an explosion as the it was loud and then the train felt like it was derailing. Once the train straightened out, the car started filling with smoke. At no time in the next 20 minutes, did any Amtrak attendant come to check this out. A chemistry teacher who was on the train put out the first electrical fire. Nobody was told anything for a long time and 2 more fires started with a tremendous amount of smoke. Finally, they moved us to the other cars where we stood like sardines. We were then told they would take us to Jefferson City and buses would be there to get us to our destination. Then they told us that we were being pushed back to Hermann where there would be buses. We finally were told they were taking us back to St. Louis where we originated from. I realize that this was an Act of God, however it was handled very poorly by ALL of the Amtrak employees involved. I feel that I deserve a few free vouchers as I still would like to use Amtrak for my travels. I called and talked to several call center people who didn't really care and just quoted procedures. I was 5 rows up from where the boulder hit, I inhaled a lot of smoke and had to stand the rest of the trip. I also did not make it to Kansas City for a very important family gathering for Saturday morning. My name is Lisa Blackwell and my Reservation # 781E79
My photos are not very clear because of the smoke, however the news covered this incident and it was highly published. Thank you!

Purchased two tickets on Amtrak #729 ($144) from Sacramento to Santa Clara for the purpose of attending the San Francisco 49ers Divisional playoff game with the Minnesota Vikings. This was a special event as it was the first playoff game in Levis stadium plus my good friend is from Minnesota. Train was scheduled to depart Sacramento at 8:59 am and was scheduled to be in Santa Clara at 11:37 am, approximately two hours prior to the start of the game. The train was delayed and we did not end up leaving Sacramento until approx 10:40 but were assured that we would still be in Santa Clara before the game started. Following several long stops at stations along the way, we arrived at the Santa Clara station at approx 1:40 pm. Due to the prolonged delays, we missed the pre-game ceremonies, national anthem, and the first 5 mins of the game (which included the first Niner touchdown). Very disappointed. What was scheduled to be a 2 hr and 38 min trip ended up taking over 4.5 hours.
If Amtrak is interested in increasing ridership, schedules must be maintained.
Kim Worl
[protected]@gmail.com

While traveling from Chicago to Charleston West Virginia on the 3rd and fourth of September, my luggage was lost/ or stolen.
I have been filing lost items for the past several months.
I now have a lawyer who will find out through the use of cameras (which are obviously all over these days) where it went.
My original address, (California 19559 stone gate) is all over items in the luggage.
My and my fathers birth certificate are in there as well.
So there's no reason to not have found me!

December 29, 2019

Amtrak Customer Service
1 Massachusetts Ave., NW
Washington, D.C. 20001

To Whom It May Concern:

I am writing regarding my extreme dissatisfaction and disappointment with my travel experience on Amtrak's Coastal Starlight Train Numbers 11 and 14 last week.

My husband and I were booked and paid in advance for Monday December 23, 2019 trip on Coastal Starlight Train Number 11 from Eugene, Oregon to Redding, California. Several hours into our trip we noticed we were freezing cold and there was obviously no heat. We asked for blankets and were told we could purchase them on the train but the train did not provide blankets. An hour later we learned that the heat had not been turned on. After another hour we found out that the heater was not working and that it would be fixed shortly, it was not. We again requested blankets, thinking an exception would be made under the circumstances. Instead we were told there were no extra blankets available for train passengers. There was no apology, no offer of a hot beverage, nothing. We traveled at night for nine hours without heat. We spent the entire trip in our coats and gloves.

Our return trip on Coastal Starlight Train No. 14 from Redding, CA to Eugene, OR on December 27, 2019 was a living nightmare! I checked the train status before we left the house and learned the train was delayed by an hour and half and we adjusted accordingly. The Redding train depot offers no services. There is lobby, there are no bathrooms, there is no seating of any kind and no shelter from the elements. Our train was scheduled to depart at 3:06 a.m. We spent 2 hours in our relative's vehicle waiting on the train. During this time, we checked train status both online and by telephone. Each time I checked there was a different time. People were gathering at the depot and were freezing cold. Nobody left as they were afraid of missing the train.

The information that was provided was vague and gave the impression the train would be arriving within the next hour. Initially we were advised the train would catch up and could be arriving sooner the projected. Customer service recording was of no help. With some digging, we learned there had been an incident with a "trespasser" somewhere in Southern California causing the delay. After several hours, the train status showed the train as being in Chico, CA and was momentarily delayed due to a "trespasser" (again). Each time the estimated arrival time in Redding was posted as another hour. There was no time to leave and find the nearest bathroom. People were relieving themselves in the bushes. There was no time to go get a cup of coffee to warm up without fear of missing the train. Based on the information provided by Amtrak there were several times people (myself included) unloaded our baggage and moved to the platform expecting the train's arrival. This went on throughout the night. It was horrible. It was only because one of the passenger's daughters worked at a Chico TV station that we learned our train was delayed in Chico because it had struck and killed a man on the tracks.

Since Amtrak was well aware of the incident, they knew the train would not be leaving Chico within an hour after someone had been killed. Why couldn't have Amtrak been honest with us and sent us a text when the train would be actually arriving, allowing people to get warm and grab some breakfast? Both my husband and I are disabled and senior citizens. My husband has Stage 4 terminal cancer and has a nephrostomy tube which requires regular access to a restroom or risk sepsis. The discomfort, frustration, and anxiety forced upon us by the way this situation was handled was unbelievable. Shortly before our train was due to arrive the Union Pacific employee took pity upon us and opened a small portion of the train depot office up to the few passengers still waiting for the train. Our train arrived seven and half hours late!

When the train pulled into the Redding station we all walked down to the car that was opened up. After standing in line a few minutes we were told we needed to turn around and go in the opposite direction, several cars down to board. Being senior citizens, we were now the last in line to board. We realized the train was behind schedule but the way we were herded on the train was disgraceful. I had the door slammed shut on me and the train started up again as we tried to find room for our baggage. There was no room for our bags and no one to help us find room. Once seated, there was no explanation for the delay and no apology. I incorrectly assumed we would be offered breakfast or at least a cup of coffee. I was wrong.

We were unable to sleep because of the constant intercom announcements for lunch reservations, lunch seating, complaints about people showing up in the dining car too early, and on, and on. Rarely did we see anybody from the train staff in our car. Once again, there was no heat. Young children were running up down the isle of the car going from car to car unsupervised. A disoriented gentleman was looking for his luggage insisting it was stolen. He obviously needed assistance but he couldn't find any help. He started to panic and it was obvious he had mental health issues that were being triggered. We became very concerned for our safety. When we finally located a conductor he dismissed the incident as funny.

Prior to arriving at our destination in Eugene, Oregon, we explained our disability situation to the conductor and requested assistance with our baggage. We were assured there would be numerous train personnel to assist us when it came to disembark. There were none. It was difficult to get to our luggage because the passengers who were getting off for a smoke break had blocked the baggage area. A couple of them had been drinking (per their statements) and were not real cooperative about moving out of the way or letting us through. There were no train personnel anywhere to be found.

Because we were late arriving, I received a parking ticket because I never anticipated I would need to pay for time after I was scheduled to arrive. The train ride in itself was quite nice and we would like to do it again but under the conditions we experienced on both trains, it was obvious this was standard operating procedure for Amtrak.

I have enclosed copies of our train tickets and request full reimbursement. I believe for the nightmare we were subjected to, the rude employees, the unreasonable time delay, and the sheer lack of empathy and courtesy we are entitled to just compensation. I hope your company is embarrassed by the way it conducted itself and will take immediate action to improve their customer service and communication with their traveling clients.

I will be expecting your response with full reimbursement for our tickets within a week of receipt of this letter.

Sincerely,

Linda Graham

[protected]@gmail.com

152 E. Hatton Ave.
Eugene, OR 97404

Bought 2 tickets, at separate times, not the same reservation. One passenger was drunk and both got kicked off train. They were not even sitting together when incident happened. They kicked drunk passenger off, then came and got other passenger whom was sober and again not even involved and kicked him off as well. They gave him no explanation, and had no reason to kick off the sober passenger.