Amtrak Customer Service

So rude and unhelpful customer service I have ever experienced!! Never calling them again

Traveled in August, paid extra for roomette and service, room attendant his the whole time, I had to make my bed every morning and night, find my own water etc. And I called to complain and customer service completely blows me off.

2 stars and that is for the nice employees I encountered on April 23rd. Although they were outstanding, this review is based upon what happened on Saturday, April 22nd and the fact that it took me 3 attempts to go home via Amtrak and the employee whom I encountered that day.
I decided it would be a good idea to travel via Amtrak from Hattiesburg, Mississippi to Union Station/Washington, DC and then home to Maryland.
The beginning part of the trip was saddened by the death of my eldest sister's husband, us going home to Mississippi Gulf Coast for his funeral. We had already shipped his body, and wanted to just be around my eldest sister and each other. My son and another sister decided to do the same. For my son, it would be his first memory of riding in a train. They each received different messages from Amtrak and missed their train. So they did not travel until Thursday, April 20th. Their trip was delayed by 4 hours and their experience was so horrible that my son - said, no thanks back to flying. ONE and DONE! The rudeness of the employees was horrible under the circumstances. (Unfortunately, a teenage kid tried to beat the train. My condolences to his family.) My son was on the phone with me and I could hear someone being SO RUDE, I was shocked to learn it was an Amtrak employee speaking like that. She was VERY nasty to the riders, At least she was non discriminatory, as she raised her voice at all of them. I shocked by what I was over hearing. I wished I had thought to record her too.
Next day, I was enroute and got caught by a CSX train. When I called Amtrak I was informed they were behind schedule, NOT TRUE. I missed my train on Friday, April 21st. (Unfortunately , I had already turned my rental car in, I was lucky they dropped me off at the train station.)
On Saturday, April 22nd, I arrived early and waited for the train. It was my first time paying to ride in the sleeper cars/a Roomette. I tried to ask the Amtrak employee who came off the train and was standing by the door/gate where I should stand, WOW!(I was trying to ask where should I go for the sleeping cars...get in her line or do I go somewhere else.) The VERY RUDE employee threw her hand up at me, in the motion of shut up, and I did. The hand motion was clear to me and others that I was to shut up, so I did). (I had two witnesses, the relative and new friend helping me with my luggage.) Well, after saying all aboard, I was like wait!!! The Rude Amtrak employee said she did not know I needed to ask a question or that I was riding the train. It was a customer that told me where to go to board the sleeper car.
Unfortunately, the same RUDE employee, appeared at the sleeper car. She said I was not listed as a passenger on the train, and therefore I could not board . No matter what I said, she held firm.I was pretty much begging her to check and insisting that I was on that train. I checked my email, didn't see the update but I was verbally inform by an Amtrak employee that my train would have the information. The RUDE employee told me that I could not ride and pulled up the steps. I just felt so overwhelmed from my BIL's death, missing the train and then not getting on the train. If not for my cousin, I know I would have broken down.
On Sunday, April 23, 2023, I was back at the station a 3rd time. The conductor informed me that my name is very familiar. I told her you may have seen it listed, since this is my 3rd attempt to ride this train home.
I decided to contact Amtrak CS, and file a complaint when I arrived home. Guess What! CS also saw my name listed for each day that I was supposed to be on the train. Both CS and the Conductor referenced my being on the train on Saturday, 22 April.
I waited, but never heard from Amtrak. I filed a complaint with the BBB, again no response. As of today, Amtrak never responded to the complaint I filed with the BBB in April complaint. I guess their thought is what's one customer even if she did they pay for a sleeper care and missed train fees.
Amtrak is in the process of starting a passenger train on the Mississippi Gulf Coast (no more Hattiesburg for the Coast people) which would travel directly through my hometown area. I have been monitoring their progress and so looking forward to Amtrak coming to the Mississippi Gulf Coast. I may just do like my son, and other Sibs who live outside the Coast said they would be doing. FLY. Another thing I will do, make certain my phone battery has a full charge. If I change my mind, and do ride Amtrak, I will make certain to have a fully charged phone in my hand at all times. (Golden rule of the 21st century, a fully charged phone and record/video.)
The best thing out of the trip meeting a nice, kind man who refused to leave me by myself standing at the Hattiesburg unmanned station (until my cousin arrived to pick me up). The next day, he showed up again to assist with my luggage. He stayed to see me off. Amtrak lost 2 additional customers, as both the male and my cousin stated they would not travel via Amtrak after witnessing how the employee treated me.
In my own personal opinion, the response ... lack of response says a LOT!!
I do wonder if businesses even care about customer service anymore?
In my opinion, I don't feel as if they cared about my experience. Nor the people on the train my son and sister rode.

Amtrak is by far the worse train service ever...never update you on delays...it's 1:43pm Friday may 26,2023.leaving from Fredericksburg for starters was supposed to leave at 12:07pm but didn't leave until 12:40pm.now we have been on a stand still just sitting on the track for whatever reason..I tried to take an earlier train thinking I was ahead of time ans now I may miss an IMPORTANT EVENT...we should be able to get a refund or discount!THIS IS HORRIBLE.NOT RELIABLE AT ALLLLLLLLLLLLLLLL

We purchased Amtrak tickets from Syracuse NY to NYC on April 03/23, train #48.
The train was about 3 hours late arrival which can be understood, however, the washrooms were full, completely disgusting from a cleanliness standpoin, No WIFI for me to contact important clients and no apologies from staff, etc. This is by far the worst experience I have ever had on a transit system. The ride back to Syracuse on train #283 on April 15/23 was much better, but the 'train lady' (not sure of her title) was rude and seemed lacking in knowledge of her job
I have been a regular traveler on Amtrack...no major past issues, but your need to know what is going on with your 'customer relations' objectives. Thank you, carl Holmberg

Just tried to send a very thoughtful evaluation! However it disappeared! And am tired of dealing with their terrible web sight! I'm just going to share my experience today! But know I've been on Amtrak trains for years!
Today I'm on a bus that is going to have an arrival time of over 2 hours after my arrival time. When I booked my ticket my times were exactly what they should be. There was a picture of a buss with no explaination. Didn't know until I arrived at the station that it was a bus taking me to my destination. It was going to arrive at least a half hour late to pick us up. And I would be at least 2 hours late arriving at my destination. Would and will from now on rent a car!
I'll never understand with such a horrible reputation why they don't try to improve!
I'd give them 2 stars! So dad could he a great way to travel!

Secretary Pete office and the POTUS office along with Congressional oversight will be getting a written formal complaint about the experience riding Amtrak, a multi billion dollar subsidized transportation infrastructure paid for by American taxpayers! This complaint will outline the poor performance and quality of rail services provided by Amtrak! This is a joke. Absolutely zero accountability for the billions spent for this mess! Don't use this service, it's poor quality and lack of management!

I took Amtrak from Lacrosse Wi to Spokane Wa. Trip out was aweful. Restrooms had fecies ALL OVER. I asked one of the fat lazy attendants to please clean them.. NEVER HAPPENED. The whole trip... There were multiple women with young children what an aweful enviroment for them! NOW. ..I have been stuck in Spokane for 8 xtra days paying motels and keep getting jerked off by Amtrak for return trip. THIS IS BEYOND REDICULES. I will never. Ever. Ever take Amtrak again.

I never will use Amtrak again. The slowest train ride I've ever been on. People are coughing and hacking and no mask. What happened to the mask mandate for public transportation? 2 days after my trip I'm sick. I haven't been sick for 3 years. Seats are horribly uncomfortable. I still have a back ache from sitting on your train. Bathroom was filthy so I didn't use it and nearly peed my pants. Shame on you Amtrak.

My best piece of advice is just don't use Amtrak. We thought it would be a great relaxing way to get from Washington to California. WRONG. At every point they added time to our trip without compensation for our troubles. Going south we were delayed 4 hours getting in around 1am. Going north a week later it was a 3 hour delay. Save your time and just fly. You will have better on time service and if something happens all the airlines we have flied with always give us something for our troubles. Amtrak gave us nothing but a hey, Please be nice to the crew.

I found using Amtrak's App ridiculous. When you want to check the "terms&conditions" check box you get no response... no error message... no nothing! Poor web maintenance? Or does Amtrak not want your business?

I thought it would be nice to take a train to Florida for my wife and I anniversary but I was wrong. Lost a prepaid car rental since we got to Florida 4 hours late . Also had to call Uber to take me to rent another car since I got in so late. 25 hours to go from Wilmington Delaware to Winter Haven Florida . It started our anniversary off terrible. Never again.

I am very disappointed in Amtrak cause of Covid I have not been able to travel till now. usually I leave Altoona to Philly to Atlanta Georgia was OK. But down there coming back there would be no train in Philly till the next day what am I supposed to do in such a busy town for overnight somebody has to fix this soon I have to take a plane and it's a hassle finding a ride home from Pittsburgh please change this thank you Wanda Kanouff
Coalport pa

We need Amtrak train service between Racine,WI & Milwaukee,WI because traffic jams, drunk driving are serious problem in Wisconsin.Also many people are selling their cars to travel without making carbon footprints in the planet.

This is the worst train ride I've been on. We're sitting in the middle of nowhere. Not even by a train station. We just stopped moving out of nowhere. I've been sitting here for 25 minutes with a screaming baby. Nobody bothered to share what the hold up is. Do better.

Sad to see dining car closed. Millennials may not want to socialize but senior citizens do. Why must we always cater to the minority?

We are presently on Amtrack train California Zepher from San Francisco to Chicago. I am deeply disappointed in our 1 bedroom accommodations due to the following reasons:
1. The bathroom/shower room latch is broken and doesn't stay close. We are using duck tape to close the door but that's not working
2. There is NO WORKING LIGHT on the toilet. We are using glow sticks and a flashlight to see.
3. The single chair in our room is broken. If you sit in the chair all it does is swivel back and forth unevenly.
4. The electrical outlet near the sink does not work.
5. We can't use the shower because of no light.

I realize this car we are in (#631-C) was built 45 years ago. Unfortunately, this car should've been retired years ago. We are on a once in a lifetime cross country train trip and paid BIG bucks. We would've been better off in the coach section. I expect Amtrack to make this right for us. What can we expect?
Tom Mooney
[email protected]
608-515-6701
6205 Pheasant Run, McFarland, WI. 53558

I regularly use the Amtrak lounge at the 30th Street Station in Philadelphia. I was disappointed to hear that Livene the wonderful attendant has been removed from her position. I found her to be exceptional and I hope she can be reinstated.

The agent, LISA BROWN, provided exceptional customer service. A newby to Amtrak travel, her logistical advice was extremely appreciated, as was her genteel, calming voice.
Experience: painless:
Lisa Brown: priceless!
God bless you dear.

My experience on Amtrack from san antonio to dallas was not bad. The train had two inconvinced stops,one of them was the train was involved in a motor vehicle accident. The staff was caring asked us twice if everyone was alright. I was offered a E-Vocher twice over the phone,but when I tried to contact Amtrack, was on hold for a very long time and still the person who answered could not help me. How do I get that E-Vocher?? Help??

I hope and pray that this review gets to the people because this Amtrak employee named Heather truly helped me. I had a nail that had broken off on my skin and she went above and beyond to help me clip and bandage the broken part to prevent further breakage and damage to my skin. She was on the #50 to Charlottesville and truly needs to be recognized for her excellent customer service skills!!! KUDOS HEATHER!!!