When I booked tickets by telephone on the Auto-Train from Lorton, Va to Florida, I asked the representative clearly about the refund policy. When I did need to cancel the tickets 3 weeks before our trip, 2 were sleeper tickets and 2 were coach, they charged me a 10% fee on the whole fare.
The amtrak sales representative had been clear that the coach tickets and the car fee would be fully refundable - only the sleeper tickets had the cancellation fee. Amtrak customer service said there was no way to override the computer and there was nothing they could do.
WORST CUSTOMER SERVICE EVER! I guess you don't need to honor your cancellation policy or treat customers well when you have a MONOPOLY.
Reason of review: Not as described/ advertised.