CHICAGO, ILLINOIS -- Our third AMTRAK trip to Chicago. 1st was Southwest Chief, 2nd was Empire Builder and last was California Zephyr. The first 2 were good experiences for my granddaughter to see the country. We always book a sleeping car and enjoy seating in the dining room with other people. There are always delays on Amtrak due to the whole rail ownership thing and we expect that. The Zephyr from Emeryville was no exception. It was late by 4 hours including 1 hour standing in the sun after the station guy told us to all go out and line up because the train would arrive in 5 minutes.
Once on board, it was past noon, so they said no lunch would be served. As a sleeping car passenger I figured they would provide free food from the snack bar, but no dice - we had to pay. Then we had a dinner reservation at 8 pm and waited and waited and waited until at 9 pm - they announced the dining room was closed. Quickly bought more microwave stuff at the snack bar. Next morning I jokingly asked the waitress if we were owed 2 lunches and 2 dinners - got a Mike Tyson response. Proceeded along and the scenery is great across the Sierras and Rockies. More delays due to flooding in Iowa and had to switch tracks, which meant waiting for a different train crew.
Finally on the last night they said they were out of food and our dinner was an Oliver Twist bowl of soup. I wondered what happened to all those lunches that were never served the first day - maybe packed up by the crew for the home freezer? Anyway we finally arrived in Chicago 13 hours behind schedule which created a whole host of other issues with hotel and rental car reservations. I love trains, but that crew based out of Chicago seemed to hate their jobs, the work and everyone they met - they only want the paycheck.
PALM SPRINGS, CALIFORNIA -- Amtrak arrived about 40 minutes late. It was the night-train, going from Palm Springs, CA to downtown Los Angeles. Many seats were occupied by people who appeared half-rotten already due to a long trip from Texas, either trying to sleep, or perhaps comatose due to smells from the bathrooms. I seated myself, and the trip through the twilight route to L. Angeles began. To my detriment, the a/c was blowing freezing air into the compartment, mixed with smells of perfume and feces. Thank goodness I was prepared for catastrophic circumstances and had my artic-weather jacket with me.
Despite the jacket, the freezing air activated my bladder soon, and I had to go to the (infamous) Amtrak-toilet. Apart from the fact that it requires acrobatic skills to pee while the train moves at high speed and one is thrown around and has to grab something so one does not bang at the walls or sink, the smells and dirt are so gross that the Amtrak-horror finds its ultimate crescendo. To be repeated fairly soon, thanks to arctic climate control settings.
By the time the train arrived in Los Angeles, I looked and felt like old, wrinkled newspaper dunk in a used toilet. Amtrak is not for the faint-hearted. If you can tolerate "train-abuse", Amtrak is for you. Though, by all fairness, I have seen worse. So, be prepared for a rough ride and be grateful for arriving at your destination in one piece. Military personnel may love Amtrak, especially those who served in Afghanistan or Iraq.
Would I do it again? ONLY if I had absolutely no other alternatives, and I'd have a disinfectant spray with me for the bathrooms. One more thing, sleeping (well) on a rolling train is pretty much impossible. Count on arriving at your destination as a zombie in desperate need for sleep.
CHICAGO, CALIFORNIA -- I take the California Zephyr two to three times a year from Sacramento, CA to Elko, NV to visit family. I've been doing this for the past ten years. On my most recent trip, leaving Sacramento on 1/19/2016, I found the service beyond friendly, to my surprise. From the car attendant to the dining car personnel.
When we arrived at my destination, Elko, NV, in which we were twenty minutes early the conductor called me a cab because he had the number on speed dial. He also gave directions to the station over the phone to a parent of young teenager that was waiting for her ride. On my return trip 1/25/2016 to Sacramento the personnel were just as congenial. I know that AMTRAK gets its share of complaints but here is something positive from a regular rider that has seen a change in attitude.
CHICAGO, ILLINOIS -- Last summer my wife and I rode the Amtrak "California Zephyr" from Chicago to Glenwood Springs, CO. We purchased round trip tickets for a Sleeping Car Bedroom at 1-800-USA-RAIL using a credit card. We had no problems buying the space and our boarding passes were waiting for us at Chicago Union Station. We asked for a room on the 2nd floor in one of 3 Sleeping Cars on the CZ, and that's exactly what we got. Meals in the formal Dining Car were included and the food was great.
We arrived at Glenwood Springs a bit late, we had already ordered lunch. We were shocked when, after we got off the train, our waitress ran out of the Dining Car with our hot lunches and cold drinks, forks, knives, etc., etc. We ate at a picnic table under a big tree at the beautifully restored depot. Our rental car arrived at the Depot and we had a great 4 days in the beautiful town, nestled in the mountains by a creek dotted with rafts and canoes.
Our return trip came all too soon, but the ride back was great, not a hassle, but a fun part of our vacation. The crew in our Sleeping Car and Dining Car were all friendly and helpful! We arrived back in Chicago "on time" (well 8 or 10 minutes early to be exact). We're planning a trip to L.A. this winter, on the Southwest Chief, in another sleeper. Hopefully we'll see some snow...even if it delays us a bit.
BOSTON, MASSACHUSETTS -- Just a friendly reminder that no one should ever use Amtrak again. Their website will purchase authorize a ton of money out of your account, leaving you with holds on funds over $1000 for a $269.50 ticket since they attempt a purchase authorization each time you hit submit, and if your bank approves it, that does not mean Amtrak will approve it because if your billing info isn't the first set of billing info your bank returns (many accounts have primary, secondary and tertiary billing info, payment processors are expected to check all returned XML data, which Amtrak does not.)
Then they will refuse to help you in any way for hours on the phone, and claim that contacting your bank to help resolve the issue is "illegal" and attempt to blame the issue on you. As a web developer who interacts with payment gateways and payment processors and ACH processors, I know exactly what their website did, why it is wrong, and why it is their fault. The corporate bureaucracy involved with getting on the phone with a person that can help you is as follows:
Call. Press 0. Press 0. Ask to speak with a manager. Denied. Ask to speak with a customer rep, transfer + hold for 45 minutes, 4 hours on the phone explaining the situation (Monday), told it will be resolved by Friday, given exact instructions (step by step) for what to do when you call on Friday. Call Friday and follow steps and be told that everything you were told Monday you were not told.
Once again told it is illegal for a merchant to contact a bank to tell the bank that the transaction will not be processed (yeah, totally illegal guys, no merchant has ever contact a bank, ever, because of how illegal that is, right? Wrong, but hey, uninformed people probably buy that line all the time).
Finally have the person admit they were wrong and that it is just an internal policy, have them tell you they can offer you a travel voucher for your outgoing trip, but only after your bank denies the transaction one last time, bank denies the transaction and they say "it's your zip code, you aren't giving me the zip code correctly" and of course, I am SITTING AT THE BANK WITH THE BANK MANAGER WHO IS SAYING THAT IT IS THE ZIP CODE ON MY ACCOUNT.
Offer to put the bank manager on the phone, representative declines and once again says that the issue is with me, that no way could it be an issue with their system. Once again, while I am sitting at my bank, verifying the information as I speak it. Tell them once again you are not looking for anything FREE you are just not able to make the purchase, because they have already purchase authorized so much money out of your account.
Told once again it will be 3-5 business days and the transaction will fall off (it should have fallen off right away when they pinged the payment Gateway saying they were not going to pursue the transaction that was pre-authorized with the purchase authorization, but that is something the Amtrak programmer omitted). Explain to them that a mom and pop hair salon in rural Vermont has a better system that was designed for less than the purchase authorization holds and once again mention I do this for a living so STOP LYING TO ME PLEASE.
Told that a travel voucher for your outgoing trip will be made and that you can just hope and pray that the money is back in your account by Monday, because you are expected to show up at the train station with cash to pay for your ticket. Accept this, but tell them you want proof in an e-mail that this is indeed the case, that you have been ** around all week and do not trust that it is "in the system." They tell you they will send an email right away. Boom. E-mail sent. Call ended. Check e-mail, nothing about a voucher, just a bill.
Call back, ask the woman on the phone to confirm that it is paid. Woman says "it's in the system," ask for an e-mail with proof because you were told "it's in the system" on Monday, but when you called back Friday it was not. Mention that no less than 5 minutes ago, you were told by the customer relations person that they would send an email which would mention the "travel voucher."
Start to get attitude from the woman, ask her employee id number, refused. Ask her name, mumbled, ask her to repeat it and spell it, mumbled and subject change to transferring to customer relations. Ask to somehow not have to sit on another 45 min hold, or if there is ANY way to get some written proof that what is "in the system" is going to still be "in the system" the next day. Refused. Hung up on.
PENN NEW YORK CITY, NEW YORK -- They continue to change contract (verbal and written) and policies after already holding my funds. When they initially obtained my funds, the policy as I'd known it 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 15 min 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 ** 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 hang up or not answer).
Nobody should have to go through this to get credit or a refund for a service they did not receive. I'm a single parent and full time student with my own business, I can't 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 ** and **, at the time I was issued these vouchers (** and **).
I was not told that I had to use them w/in a year and also only within the last two months did it come into effect that I had to apply at least a portion of them to travel booked w/in a year to extend the credit for another year. The other reservations could not be found apparently (** 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 because there 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 because 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 (**) 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) because R and R would not help, could not find the reservation. She did not know why I was never given credit for ** 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.
VIRGINIA -- My recent experience shows that Amtrak provides unreliable service, the trains are out of repair, and the customer service response is terrible. I bought two round-trip tickets so that my son and I could travel to Philadelphia to meet an important appointment of my son. For that reason, I bought tickets for an Amtrak train due to arrive at 12:15 pm. On Saturday, Nov 15th, after we arrived at the Alexandria station, however, we were informed that the 9 am train would not arrive which required us to take a train arriving at 10:45 am if we paid an additional $25.
If Amtrak had sent me an email notice prior to 9 am -- as I had requested when buying the tickets -- disclosing the problem with the first train we would have avoided the needless wait. Then we got on the second train (for which I paid an additional $25) and went to Union Station DC. That train, however, also had mechanical difficulties which created significant additional delay.
The train then proceeded on and I bought a Panini from the Amtrak food service. It has very soggy and hardly edible. At 2 pm (one hour and forty-five minutes after the scheduled arrival time), we arrived in Philadelphia on the second train. As a result of Amtrak's poor service, my son was agitated and a half hour late for his appointment.
I went on the Amtrak website and filed a complaint requesting a refund of one-half the price of my Amtrak tickets plus $25.00. Five days later I was contacted by an Amtrak representative that Amtrak would refund the $25 additional charge but none of the cost of one-half the tickets. No discussion about it and no apologies -- the representative refused to discuss why I would get no refund on the tickets. I then went to the Amtrak website to get the telephone number or email of Amtrak management to discuss the matter, but there is no way to contact them. Amtrak has very little concern about its customers.