Anonymous
map-marker Marina Del Rey, California

Staff Review

it has been 6 months with no response from amtrak making no amends re: my ride from *** with sexist and racist and rude employees that amtrak values and agree they should shut down by health dept with the bathroom ghetto conditions.
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Anonymous
map-marker New York, New York

Train stinks of *** - staff dont care.

Maple Leaf coming from Toronto to New York - the only carriage where you can get wifi absolutely stinks of urine. The second carriage stinks moderately of urine. On asking the staff abotu this they said 'nothing we can do' and on being asked if they thought this was acceptable said 'here is the complaints number'. The complaint number just rings out. Incensed I asked again "am I wrong to be angry". Was told that he didnt care that he didnt care that I was angry but there was nothing to be done. On given the choice of no-wifi or plenty-urine, i have chosen no-wifi. Thanks Amtrack. ***
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Loss:
$300
1 comment
Guest

Do the Canadians pump the toilets out ? Otherwise that train went from NYC to Toronto and then came back to NYC before toilets we're pumped out

Anonymous
map-marker Great Falls, Montana

Trip cancelled half way through

Half way through our vacation we were notified by Amtrak that our return trip was cancelled with no real explanation why. We have now acquired extra debt and so far no reimbursement from Amtrak.

Tried to get transferred to customer relations and was put on hold for over an hour before I hung up. Amtrak shame on you for your poor handling of this situation. You have lost 2 customers,that is if you care.

We have traveled with Amtrak before and had a pleasant experience and could not understand the complaints we encountered,but now we can identify with them. Amtrak you need to examine your customer service department.

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Loss:
$125
Anonymous
map-marker Urbana, Illinois

Amtrak - Train Service Review from Urbana, Illinois

Amtrak is a real crock when it comes to handling unexpected delays and emergencies. Here we are stuck on a train for four hours and counting, just four miles out of Champaign, illinois. And they can't even arrange for buses to take us into town! Unbelievable! Even Greyhound, that other rip-off and poster child of awful passenger service handles such contingencies better.
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Anonymous
map-marker Bellevue, Washington

Property Damage Repair Review

First time on amtrak. At first pleasantly surprised, big seats, friendly staff. Then 3 hours into 23 hour trip, stafe compleatly change, rude, slow, waiting 15 mins for lady to bring check for lunch, even when not busy.toilets very dirty, not sure, if ever get clean. No customer service skills at all.very disappointed.
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Anonymous
map-marker Dimondale, Michigan

Ticket Booking Review

Just had my very first experience with Amtrak. I called to book my ticket and waited on on hold for the next available person. Well she answered screaming at me I couldn't get a word in. I asked to speak to her supervisor and she hung up on me. Wow guess I will never travel with Amtrak.
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Anonymous
map-marker Princeton, New Jersey

Uncomfortable Service Review

I will never ride Amtrak again. Everytime I do there is some type of delay usually for hours. The Wifi and food is absolutely terrible, and the seats are very uncomfortable.
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Anonymous
map-marker Northeast Harbor, Maine

Train Delay Review

Train delayed no communication from the train crew we stopped in the middle of nowhere without knowing the arrival time.
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Anonymous
map-marker Tecumseh, Michigan

MOM AND SON FORCED TO SIT IN ROOMETTE COVERED IN HUMAN EXCREMENTS

Amtrak - MOM AND SON FORCED TO SIT IN ROOMETTE COVERED IN HUMAN EXCREMENTS
Amtrak - MOM AND SON FORCED TO SIT IN ROOMETTE COVERED IN HUMAN EXCREMENTS - Image 2
Amtrak - MOM AND SON FORCED TO SIT IN ROOMETTE COVERED IN HUMAN EXCREMENTS - Image 3
Amtrak - MOM AND SON FORCED TO SIT IN ROOMETTE COVERED IN HUMAN EXCREMENTS - Image 4

My son and I went to NY on the lakeshore limited #48, on the way the dining car staff was rude and used profanity in front of my son! we never did receive the meals which were prepaid/included in the price I paid for our room.

On the return trip on the lakeshore #49 we entered our roomette only to find the toilet lid covered in human *** and urine, and the sink area covered in dried coffee and covered in sugar grains. I politely brought it to the attention of our car attendant Coco, who informed us it was not her job to clean it up?? I jokingly said, the person that did it should have cleaned it up.... Coco's response was..."NO!

THEY PAID FOR SERVICE!" in a rude nasty condescending tone! I then stated to Coco that I too had paid for service as well as a clean room. Coco's response to that was a nasty sigh and rolling of her eyes as she walked away. She then brought the conductor back, who stated if coco dose not want to clean it she did not have to!

We then asked to be moved, even if to regular coach seats, and we were told that was not an option. I called the Amtrak customer line 4-5 times trying to get this handled only to be told that my son and i would have no choice but to ride the entire 15+ hours in a 3x6 room filled with human excrement, or remove our selves from the train and find another way home at our expense. My 5th call to amtrack i was asked to have the conductor call the help desk to get permission to clean the nasty mess, when i spoke with him in the lounge car and announced to the entire train there was human *** all over our car and we were being forced to sit with it and Amtrak refused to clean it another Amtrak employee was absolutely horrified and she stepped up and came to clean it....sadly it took OVER 12 hours for this to happen. Then, due to a "switch problem" our train was delayed 2.5 hours, I suffer from a seizure disorder and am on medications to control this, medications that require to be taken with food, I informed Coco that i would need just a slice of bread to take my meds with, at which point i was completely inconveniencing her as she was "cleaning the rooms".

50 minutes later Coco returned still wearing her cleaning gloves and handed me a tray of 2 biscuits and 2 croissants that were soaking wet and squishy and no where near edible, not to mention again the cleaning gloves she is still wearing while holding this tray of bread. NEVER have i seen one person behave so badly! Nor have I EVER been treated as such a second class citizen.

The fact that we were FORCED BY AMTRAK to remain locked in a room with human *** for over 12 hours is just unimaginable to me! The fact that our basic human rights were ignored is beyond appalling to me!

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Loss:
$893
8 comments
Guest

I'm sorry this happened. Sounds terrible, and the cost of those rooms are very expensive.

Guest

I would have asked for a towel and cleaner and cleaned it up myself, sounds like this person was to good to clean

Guest

Dear anonymous,

I can tell from what you wrote, here, that you had a part in creating your own problem. Even if you did not create the initial mess, your actions played a big part in why the mess did not get cleaned up as soon as you found it.

If I was a low-paid cleaner who had to put up with the noise and motion of the train for 60 hours a week, in addition to lots of annoying people, I would not have helped someone who I thought treated me with contempt or disrespect.

You (like a lot of complainers on this website) should learn how to do a better job of asking PEOPLE like CoCo (they are not your servants, in this country) for HELP in solving your problem, and you should be NICE to them instead of CRITICIZING THEM or COMPLAINING.

As the old saying goes, you catch more flies with honey than with vinegar.

Guest

Nobody would have forced you to sit in the room, anyway. There's a parlor car, lounge car, cafe car, etc.

No one locked you in a dirty bathroom. You sound like a nut.

Guest
reply icon Replying to comment of Guest-733344

If she paid for a sleeper car, why would she sit in the parlor, lounge or cafe cars? You are the one that sounds like a nut.

Guest

some of the staff working with amtrak is snotty and uppity, can't figure out why they don't hire people who have better manners. that was horrible going through that experience of sitting in a dirty restroom,,, amtrak should give u a free trip or a refund for their bad seating arrangement and problems they caused.you could sue them most likely,that also is a health issue.

Guest
reply icon Replying to comment of Guest-708668

If this really happened, not saying that it didn't, she does have legal rights. And if I were her, I would be finding a good lawyer.

Guest

Just email the people:wojciej@***.comdj.stadtler@***.comjoseph.boardman@***.comhardism@***.comacac@***.comgovernmentaffairswas@***.commediarelationschicago@***.comGuarantee that you get an answer in a few hours since these people once contacted just want the issue to go away!wojciej@***.comdj.stadtler@***.comjoseph.boardman@***.comhardism@***.comacac@***.comgovernmentaffairswas@***.commediarelationschicago@***.comGuarantee that you get an answer in a few hours since these people once contacted just want the issue to go away!

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Katherine P Awi

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Verified Reviewer
| map-marker Ridgewood, New York

Circus Show trying to get Refund after they messed up my travel palns and I had to take Greyhound

They continue to change contract (verbal and written) and policies after already holding my funds. When they initially obtained my funds, the policy as Id known it up until that point was: if I didn't travel I was not charged or was automatically issued a refund. Then when new policies were written no staff was sure when they went into effect, if they were in effect or if there was a grace period (I asked during travel when I overheard them talking about policy change on the train). Furthermore the Refund and Research department takes 15min to an hour to get through to in order to be issued a credit voucher and they are very rude (I was hung up on for asking if she had located any of the reservations and criticized for being what she called and assumed was 'white' even though I was rightfully owed a refund and I had been extremely patient with them. This woman said her name was Karen and after attempting to call back multiple times I kept reaching her and eventually needed to get help through customer relations because she would either hangup or not answer). Nobody should have to go through this to get credit or a refund for a service they did not receive. Im a single parent and full time student with my own business, I cant put time aside to deal with these shenanigans especially when the hoops keep changing direction. They also admit to the misinformation due to constant changes in policy. I was issued a voucher not the refund I was told I would receive for only some of my funds, itinerary 15DE12 and 15DCFE, at the time I was issued these vouchers (240030****744 and 240030****293) I was not told that I had to use them w/i a year and also only with in the last two months did it come into effect that I had to apply at least a portion of them to travel booked w/i a year to extend the credit for another year. The other reservations could not be found apparently (15DC95 for $36) They make it very difficult to seek retribution to say the least. Not to mention that I missed one of the trains because a concierge at the State Fair told me my train was delayed bc their was a fire on the track but he assumed I was on a different train even though I never asked for his help and told him I was on a NYC bound train after he asked multiple times. Either way, I went to use the bathroom since there was apparently a 1hr delay and walk my dad and son to his car only to find out, when I returned, that my train was not delayed, I had been misinformed and now had to figure out how to get to greyhound bc there were no more trains out that day. That Amtrak employee ended up taking me to greyhound after the train he thought I was on (heading upstate) had departed. I paid for my bus ticket out of pocket. That reservation (161570) was "hotlisted" and another very rude employee with R and R said she did not even know why or what that meant but that that was why who ever I spoke to that did issue me the refunds last year in customer relations (she was very nice) bc R an R would not help, could not find the reservation. She did not know why I was never given credit for 15DC95 but said that there was no one else that could help me, that she was at the highest level there. Both of them are the only people I can reach when I do get through to R and R. I am only owed a total of $131 but I would also like my Greyhound ticket refunded which was $96.
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Loss:
$227
1 comment
Guest

First of all I for one was glad to see the refund policy changed. How ridiculous is it if someone just decided not to travel that they could not even bother to call in but still recieved an evoucher for travel again?

Absurd! They save a seat for you that could be sold to someone else and then you want your evoucher to travel again? This is an business and that was the old way of doing things. Amtrak is losing money year after year and this was one of their best decisions.

Take responsibility for being an active consumer. The policies are NOT constantly changing. And why should they give you a refund for you Greyhound ticket when you admitted it was the concierge at the State Fair that gave you bad info? He's not even an Amtrak employee right?

Again...

you're fault.

Anonymous
map-marker Sulligent, Alabama

Not consumer friendly

Amtrak company goes to great extent to protect their reputation and unprofessional staff re:sexist and racist issues. Health officials need to get involved with unfit restroom conditions. Having a bad experience with a unprofessional desk clerk and he continued with a 22" measuring stick to measure my 2 within limit and weight luggage, the clerk stated my 2 luggage was overlimit which I left 1 with my driver. I have taken pictures of 4 large overlimit luggage that were in the one car I was traveling in. After 2 calls and 1 letter to Washington dc address I have not yet to hear back so they have made no attempt to resolve the luggage I left behind.
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1 comment
Guest

I just called Amtrak to find out about routes and prices between Baton Rouge and ATX and the man (a customer disservice person) who answered the phone sounded like he was in his living room, in his pajamas, and I was keeping him from watching his tv show. The curiosity I had about traveling on a train is gone.

I would not feel safe on a train run by an organization that hired him. At the very beginning of the phone call I was asked if I wanted to take a short survey at the end of the conversation.

I wish I had said yes. Unbelievable.

Anonymous
map-marker Manhattan, Kansas

Customer Service Poor - Conductor rude

As first time Amtrak traveller, we travelled from Topeka to Forth Madison,Iowa (November 2013) and not familiar with small town disembarkment was told the conductor would let us know when to disembark. However we got three messages within 5 minutes over the intercom to disembark and was trying to do so but had to walk through three cars to get to a door that would be close to the platform. Upon getting to that door the train started leaving and we requested to get off. The conductor became very condesending and rude. This was my first Amtrak travel and will be my last and not to recommend this to any first time traveller. Maybe if this mode of transportation was private and not Federal customer service would be better but it seems as if because it is Federal there is no incentive for improvement
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1 comment
Guest

This mode of travel is private. It's subsidized by the government (states as well) only. These are not federal employees.

Owens Wyn
map-marker Alton, Illinois

Terrible service/communication

Terrible weather yesterday, Jan. 5. Called Amtrak multiple times regarding train 306 from Alton to Chicago. We were assured it was running on time. Went out on roads against all recommendations, and arrived at 6:14 to see train there. Son was told he couldn't board train, as it was the earlier train (that was almost 3 hours late), and his train was supposedly 10 minutes behind. (There was room on the train, too.) His train never arrived, with various "reasons" given by customer "service". Finally, 21/2 hours later, the train was cancelled. Fast forward to Jan. 6...temperature is 25 below with the wind chill & roads are still horrible. We call before leaving our home 30 minutes away and are told twice that train is running on time. We wait, and wait, and wait. Each time we call, we get a different reason for the delay. Agent on duty has another reason...It arrives 2 hours late. Currently (as of 2:33 pm), the train is sitting on the tracks 110 miles out of Chicago. Son has been on the train for 5 hours...but we sat there at the station since 7 am. Amtrak...get it together!!! If weather won't allow travel, CANCEL ALL TRAINS!!! Leaving people to guess, or providing FALSE information, is ridiculous! Never using Amtrak again!
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Loss:
$125
Anonymous
map-marker San Jose, California

Washington DC Union Station Acela Lounge has the RUDEST workers

I generally like Amtrak and accept that a lot of the late arrivals are beyond their control. However, I think they could do a much better job of training their employees in the very basics of customer service. At DC, the Club Acela employees were among the worst I've experienced on the entire Amtrak system (and I've logged over 20,000 miles on both their short and long distance routes, so I know of what I speak). The woman at the front desk was half-asleep and could barely contain her boredom at various traveler questions. But the worst was a lady checking tickets between the lounge and the track leading out to the train. "Have all tickets out," she ordered in the middle of the stampede of customers heading for the train. I started to pull my ticket out, but with 2 heavy bags in my hands I ended up dropping my keys. Before I could even straighten back up, she was in my face. "SIR, YOUR TICKET!?!" She barked in the most hostile tone imaginable.

What a ***--did she not see that I had just dropped my keys right in front of her? Did she think that I was going to race ahead of her, hop on the train without a ticket, and just hope that nobody would notice between DC and New York? Obnoxious, ***, and hostile is no way to go through life--I paid way too much money to be spoken to like I'm a teenage kid trying to jump the turnstiles in a subway station, and I will be contacting Amtrak to report her.

But her idiocy is symptomatic of a larger problem: Amtrak does not train their station employees particularly well, and the result is a mixed bag of people who are great at their job and people who must have learned their communication techniques by watching Milton Wadams from "Office Space".

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1 comment
Guest

blame it on affirmative action and your goverment

Anonymous
map-marker Livingston, New Jersey

Late For No Reason

I have to say I am very quite irritated I took the train from LA to salinas an I was suppose to be arriving at 6:30 I had already arranged for y ride to come get me . An the train had pulled over an stopped several times in te middle of country road for over an hour each time Making me considerably several hours late for a train that is not that long. I completely missed my ride An they had no reason to why we had made several stops for no reason. When we could have just as easily arrived on time if they did not do that. Total ***
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