Amtrak Consumer Reviews - Page 2

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.

WISCONSIN -- The train ride was great. Departed on time and arrived at our destination on time. The problem was that when it was time to exit the train at our destination, nobody working on the train was telling us where to exit or trying to guide us to the exit. And we couldn't find anyone who worked on the train. There was a group of about 10 of us that were trying to exit the train and none of us had any idea where we were supposed to be. Eventually one of the train workers found us huddled by a door and then proceeded to scold us and say "You were supposed to exit on car 11".

Number one - they never informed us to exit from car 11 and Number two - there is no way for the passengers to know the number of the cars since there are no signs or postings on the inside of the cars. We will take the Amtrak in the future, but will definitely be asking someone where we exit the train way before we get to our destination.

MINOT, NORTH DAKOTA -- Train was to depart at 9:47, so was told to be there 30 minute before departure. Departure kept getting pushed back. We did not leave the Mi ot ND station till 1:50 am and did not arrive in St Cloud MN until 10:00 am. this should of been a 7 and 1/2 hour ride. Between waiting, and train ride, it was a 13 hour ordeal. And the bathrooms? Ish!! Overflowing garbage! From the time I got on and the time I left, it was never emptied! I was told there was to be a host for each car? Where?? There was no directions to a snack bar if there was one, nobody to ask, not even a bottle of water to be found. I had a warm bottle of Mountain Dew for the morning to make do with. Not impressed whats so ever!!!

I thought this would be a good fit to travel back and forth to see my grandbaby out in ND., but I guess I'm better off just driving the 7 1/2 hours instead and save myself from aggravation. Was not a good idea. Not 5 minutes of sleep all night as there was someone behind me coughing up a lung, oh, and my mistake, sitting by the stairs, so every time the drunk guy came up from using the toilet (which was every 30 minutes) I was working on an Afghan, and he would say (you working on the planky for me?) YA! Just what a want to be harassed half the night with a drunk guy that wants my planky!!! Again, I ask, where is this supposedly host for our car??? It wasn't even half full!!! I would like some answers!!!

NEW YORK, NEW YORK -- I came to the US from overseas to take an Amtrak Vacation from New York to Emery (San Fransisco). It was, by FAR, the worst vacation I have ever taken. I made the horrible mistake of thinking this would be a fun trip to take my kids on this summer. They ended up in tears. Beginning to end, there were way too many problems to list here, and our expensive vacation was totally trashed. Filthy, nasty trains and the worst customer service I have ever encountered.

I emailed to complain and got an auto-reply to say they'd get back to me in 60-90 days (WTF?!!!). And that was the last thing I heard. No response, not even an auto-reply to my follow-up email. Nothing. Obviously, I'm going to have to take it further, but seriously, save yourselves the hassle and don't even consider using this company. They are APPALLING.

FLORIDA -- We took (three people) Amtrak from Philadelphia to New York and we were extremely disappointing on July 6/19 at 4:30pm. Philadelphia Supervisor was really bad manner! The supervisor doesn't care every Amtrak customer, I thought that I'd get bottle of water while making my way to my seat. As I began to sit our bags down starts rudely telling me "NO BAGS ON SEAT. Sitting in this area only!" He then remove our bags to let another customer (his friend).

As I began to sit my bag down he starts rudely telling, "No bags with sitting in this area! This area for sitting only!" Then I say to him, "I have a question for clarification, are you saying that I cannot have my bag with me while I get bottle of water?" His response, "No bags in this area" with the same rude tone iced with a condescending attitude. He adds, If the rules are such not only me please apply everyone?? There is a way to deal with customers. How about with plain simple KINDNESS. No one wants his intercepted with this kind of unnecessary meanness! Amtrak please reviews video footage his rudely manner! Thank you.

MINNEAPOLIS, MINNESOTA -- In July 2018 I booked a Glacier National Park trip that included two overnights on an Amtrak train. The trip was to take place in July 2019; and I paid it in full in January 2019. As we are larger, older people with some mobility issues, I paid the extra money for a bedroom so we'd have the extra room, larger bunk, and a toilet in our room.

Two weeks before our trip, Amtrak contacted our agent and said that they didn't have a bedroom for us because the 'trains had been rearranged' and they'd give us 2 roomettes instead (barely big enough for two children, smaller bunks, toilet down the hall somewhere). My agent contacted several different levels of authority at Amtrak Vacations but could get no satisfaction. Fortunately, we had the trip insurance and the trip has been cancelled. I guess you can add my story to the multitude of other Amtrak travel horror stories. Unless you need an extra headache, avoid reservation a vacation with Amtrak.

NEW ORLEANS, LOUISIANA -- Taking the Amtrak from New Orleans to Houston was not a very pleasant experience. I boarded the train on Wed. 9-12-18. Because there were no Amtrak personnel to help some handicap ladies to get on the train, I made myself available and got their luggage and them on. It was quite difficult and no one seem to care. The appearance of this train was nasty. There were stains all on the carpet and smelly. The bathrooms surely do need plenty of updating and cleaning. There was dirt all around the grout and the faucets had dirt all around them. Nothing was updated it seems for many many years and wondering if they get anyone to clean this train??? OMG... the food prices are ridiculous!!!

Good advice would be to bring your own food onboard. And do not expect a train to be a smooth ride. It's quite rough and bumpy and difficult for folks who have difficulty walking. So consider this. This is the second time I have ridden Amtrak and it will be my Last!!! We boarded to go home on Sunday 9-16-18. Same problems with no one helping the handicap to get on board and when we arrived in New Orleans nearly 3 hours later no one was there either to help. If anyone else is considering taking a trip by train... PLEASE DON'T! You will be so disappointed. I doubt if I will get any type of response back regarding this... Really don't expect to with the way they treat their customers!

SACRAMENTO, CALIFORNIA -- Why have a customer service if they offer no help, just generate aggravation? Completely weird and unprofessional experience.

It took several tries to get a live customer service representative on the phone, the system is overloaded with automation. Finally getting a live person, I assumed the help I needed would be heard and some resolution happen.

I needed help, instead the representative just replied over and over again with talking points that made no sense to my situation and the agent seemed to enjoy creating an argument or saying anything to not work with me. The call was ridiculous and lacked any sort of human experience.

What's the point of calling to get help if their only goal is to not really listen and or help?

The call was a waste of my time and created unnecessary stress.
The only resolution offered was to email customer relations and refused to offer another agent or supervisor who would actually help.

The worst customer service experience I have encountered.

TOLEDO, OHIO -- Read the fine print when you make a purchase because they will NOT refund your money if you're in coach. They only offer an eVoucher. No money returned. We booked a first class private room for our return home and they only gave us a percentage of our refund. Not our entire purchase cost. Another thing is DON'T BOTHER WITH THE INSURANCE... They advertised the travel insurance and made it seem that if you had a change in plans that the policy would cover this BUT when we called they said "Due to Amtrak's policy on refunds we do not cover the difference of the refund. We ONLY cover if your bag was lost damaged or stolen." THAT WAS IT!!!

$18 added on to our ticket price for what a possible lost bag so that was money given for nothing. This was very frustrating and a rip off. We canceled our plans almost a month in advance. It wasn't like it was days beforehand either... Took the insurance out due to having 4 kids and life is always changing... WOULD NOT recommend using this company unless you are 100% positive that you are able to make the trip. BAD BUSINESS POLICY!!! They know that travel plans change and life happens with the type of business this is you would think they would be more accommodating. DISAPPOINTED IN THEIR CUSTOMER SERVICE!!!