Complain about a product or service

Amtrak • Abusive staff • Poor security • Slipshod safety • Late, late, late • Thrown Off • Luggage problems • Express shipping • Just plain bad --- News • Lone Congressman Can’t Kill Amtrak • Lack of Federal Funding Could Kill Amtrak • Amtrak Attempts a Makeover • Amtrak Delays Leave Passengers to Fend for Themselves

To put it mildly, train travel in the U.S. is off the rails. Amtrak lives from moment to moment, totally dependent on the Congressional whim of the moment. The equipment is rundown, the tracks are a mess and the train crews are, all too often, ill-trained, rude and even downright abusive.

Here are a few of the more recent complaints we've received ...

Tia of Westville IN (04/14/08)
We live outside Michigan City, Indiana. Our 4 teenage children travel everyweek to Ann Arbor, Michigan on Amtrak. We spend a considerable amount of money per month. At this point in time, we are so frustrated with the on-time status of Amtrak. Trains are anywhere from 30 minutes to 3 hours late, EVERYTIME, EVERY TRIP inbound and outbound.

Inbound into Michigan City from Ann Arbor the train doesn't come into the station until 9:20pm..we have sat at a dark, un-manned station parking lot until 1:00 am waiting for our children. The conditons on the trains are overcrowded, dirty and the food is overpriced! Everytime the train is late, we call customer service and complain..LOUDLY and will continue until something is done. Customer Service is rude, non-apologetic and ill informed. Changes need to be made before the whole system collapses.

We've spent considerable amounts of money for poor service with no accountability from Amtrak. What can we do? I'm open for suggestions!!

Loretta of Bentonharbor MI (03/08/08)
I rode the Amtrak to go see my mother in Poplar Bluff, MO. I Left on 3/2/08 From St.Joesph, MI. The train was three hours late getting there. And, it was very unorganized the whole trip. Coming home it was four hours late. We missed the train in Chicago, so they had to bring us to St.Joesph in a van. And the whole reason I rode a train was because I thought I would get there faster. But, instead, I was antagonized and disappointed by the service. So, I would like my money back for pain and suffering. Thank you for your time! 

I am considered disabled by the state of Michigan. And, a guest on the train had to help with my luggage. I had migraines and cramps in my legs. I was miserable the whole way. My seat was broken so I could not rest my legs.

Janet of Sun City CA (02/19/08)
On 2/16 I bought two one-way tickets for my daughter and grandchild of four years of age. It is an hour's drive to the station, and upon arrival we were told that the train would be an hour and a half late. Upon their departure on Train #775 to Ventura, my daughter, who is 4 and 1/2 months pregnant, boarded with a small duffel bag, a car seat, a four-year-old and her small suitcase. They walked toward the back and found no seats available. My daughter then asked the conductor where there might be seats. The conductor asked her if her tickets were Business Class, and when she replied no, he told her she had to move to the next car. At this point my daughter tripped on an article and fell, and instead of helping her the conductor laughed. My daughter got up and continued unassisted, and when she entered the door to the next car my four-year-old grandchild got stuck in the section in between the cars. All of this occurred while the conductor continued to watch. In the next car she stood until finally a 16-year-old boy offered her a seat.

The consequences are that my daughter--due to Amtrak's lack of safety-- fell, and due to their neglect, my grandchild could have been seriously injured while stuck in between cars. Are there no safety measures that conductors are required to perform for passengers?

Chaz of Hammond IN (01/07/08)
I called trying to book a trip with Amtrak, as per their suggestion since I am a disabled person. The first person I spoke with seemed to be very nice and helpful. She instructed me that since I had the cash and not a credit card, to go for me to the station in my hometown and pay for my ticket there. Well, I called back to see if someone could pick up my ticket for me since I am disabled. I was then informed that my station was unmanned and no longer had a ticket counter, so I would have to purchase a prepaid credit card and pay with it, or go to a travel agent. So I proceeded to put the cash on my prepaid Visa as instructed by customer service at Amtrak. Then when I called to purchase my ticket they said my credit card declined it, and I should call my credit card company, which I did. Visa informed me Amtrak was running the credit card for $0.00 which is flagged as a fraudulent charge in their system.

I called Amtrak back and again got the run around trying to state what the problem was with Visa. This continued back and fourth until I reached an older woman who had been with Amtrak, who informed me this was a computer glitch in their system, and to call back in a couple days. I called back, and they could still not run my card. I was instructed again to call Visa which I did, and was then instructed by them again that Amtrak was still trying to run my card for $0.00. I called back and asked to speak with customer service after 30 minutes of hold, I finally reached someone who said she needed to transfer me to the refund dept. Why, I do not know. The lady I spoke with in refund started getting rude and ignorant with me saying it was not a refund matter and transfered me to the complaint dept., the complaint dept. told me to go to a travel agent and spend an additional $45 to buy the ticket. I asked to speak to management, and no one came to the phone for over an hour.

I still do not have a ticket I need to be in Florida at the beginning of March, and the stress Amtrak has caused me has raised my already high blood pressure.

Haroon of Pasadena CA (12/30/07)
I had a very bad experience with Amtrak, on Sat 29th Dec 2007. A group of friends and I had scheduled to ride our bicycles from Pasadena to Solana beach; about 110 miles and return back to Los Angeles via 3:33pm train from Solano Beach. I took the precaution of making a reservation in advance. I went to pick up my ticket at the station in Solano Beach around 3:00 pm; I mentioned to the ticketing agent that we were a large group of about 20 cyclists going back to Los Angeles. The train arrived and I made my way to where the conductor asked us to go, I boarded the train and a few minutes later I was very rudely asked to leave the train as they didn't have any more room in the train for cycles.

I suggested that I could take off the wheels of my bicycle which would occupy much less space where the standard luggage rack would suffice; a very simple solution. I was told that the luggage racks were for people going to Los Angeles. Funny, that was exactly were I was going. I suggested that perhaps the baggage car could be used to place our bikes but my plea went on deaf ears. At this point the conductor called Amtrak security guards and refused to listen to any reason or suggest any solution except to de-board the train and take the next train, which did not depart for over an hour. I was forced to get off the train. I had been riding my bicycle for over 6 hours and was quite exhausted and was not expecting to wait over an hour with no guarantee of getting on the next train.

I am very disappointed with the level of service provided by Amtrak. Not only do I subsidize Amtrak with my tax dollars and had paid in advance to get on a train, I was denied a seat on the train. I don't understand why the conductor of the train couldn't open the baggage car. This is the second time I have had the same experience, where I was denied a seat because I was travelling with a bicycle. Either disallow bicycles on the trains or let people make a prior reservation so that you can accommodate special needs. It is very frustrating going to a train station and then being told you can't get on. I am sure there must be some obscure rule why the baggage car cannot be opened at Solano Station; however it probably won't make any sense as on the subsequent train the conductor had no problem opening the baggage car and being very accommodating. I will not be riding Amtrak anytime soon. Their lack of customer service has lost at least one but most likely 20 customers.

Deborah of Los Angeles CA (12/03/07)
Today's problem started with trying to apply a Transportation Certificate to a reservation (#16A5A5) over the phone. I was told because I have a piece of paper, I either need to drive to downtown LA to pay the balance by Nov. 6, or, mail the voucher back. Since the voucher is documented on a computer system, both of these options seem inconvenient and wasteful at best, completely archaic at worst.

For the past two years, I've traveled to Chicago from L.A.for family holidays. The first time I was injured (just had a bad horseriding accident and couldn't fly). The train had no heat, uncooked food, was full of loud and offensive drunk people (including one that told racist jokes until 3am), dysfunctional and dirty bathrooms and staff was unresponsive. On the return trip, much of the same. Customer service on the phone was limited, by mail was slow and impersonal. I filed a complaint, then, with the BBB, and was finally issued a Certificate, which never reached the appropriate level of restitution.

Last year, I decided to give another chance and use the Certificate. Both trips were even worse - toilets overflowing, excrement all over the bathrooms, people smoking on the train, underage drinking, the snack bar ran out of food 1/2way through as did the dining car, the cabins were freezing and the staff unresponsive. On one leg of the trip, a mentally retarded man was touching people while they were sleeping, screaming to himself and tried to get out the back door while the train was in motion. It took six hours of complaining to have him safely removed, even when some of the passengers he touched were little children.

My luggage, upon arriving in Chicago, was completely soaked all the way through with some chemical-smelling thing and all my stuff had to be replaced (including the suitcase). On the way back, it happened again. After all that, I was only issued $200 in a Travel Certificate.

I've written the assistant of the Vice President of Marketing, who apparently is the upper level consumer complaints person. He passed me off to another person who provided the usual level of vague and detached communication. Nothing was solved, and the VP assistant has not refused any more communication from me.

Larry of Kansas City MO (11/17/07)
Took first train trip since 1972 r/t from Kansas City to St. Louis on Trains 313/314. Trip to St. Louis advertised at 5hrs 40 mins. Departed on the dot but arrived STL 2 hrs 40 mins late due to track work and numerous freight trains taking priority. Return trip departed on time at 4 PM and pulled into KC at midnight. 2 hrs and 20 mins late. Not a happy experience for a rail lover that has looked forward to riding the rails all these years. Never again on AMTRAK.

Robert of Saint Louis MO (10/16/07)
The train from Herrmann MO to Kirkwood MO., a trip of under an hour, was 3 hrs. and 15 mins. late in the morning/afternoon of 10/15/07.

Lost work.

Sara of Holland MI (10/06/07)
On Sunday September 23rd I was harassed, manhandled, and threatened to be arrested while attempting to board Amtrak train #59 in the city of New Orleans. Instead of checking that no one was carrying concealed weapons, hazardous substances, or other prohibited items, Sal, the security guard/officer on duty, was busy making sure that all of the carry-on luggage was properly tagged. Mine were. I did not, however, have official Amtrak luggage tags, but my bags were labeled with my name and contact information. He told me that I had to have official (?) tags. I stepped out of line, tagged my bags with my name, and proceeded back to the exit. He apparently doubted my efforts because then as I was walking through he grabbed me, and yanked on my backpack. I, like most young women my age, have a problem with any person manhandling me, especially when it is a man. Considering the circumstances--that he doubted whether I had my laptop case tagged--I believe it was highly inappropriate. I told him not to touch me. He then threatened to have me arrested because he claimed I was disrespecting his authority and my luggage tags did not contain my address. I pointed out to him that it was within my prerogative to not be touched by another person, and that he was nit-picking over my carry-on tags. I seriously believe that this is an individual who is threatened by anyone questioning his judgment and that this entire situation escalated due to the fact that this man is appearing to look busy by harassing young women about the proper way to fill out luggage tags, rather than doing authentic protection enforcement activities.  For instance, he could be making sure that the names on the bags match the names on the ticket, or that the addresses on the tags and the ID are the same. According to Amtrak's own labeling policy, passengers may use their own personal identification tags, or may obtain Amtrak baggage identification tags at station ticket offices, or onboard trains from a member of the train crew (Amtrak website). This guard/officer did none of the things that one would expect from a professional Amtrak employee or affiliate. All that he did do was mistreat, harass, and show me a complete lack of disregard. I hope that Amtrak takes this matter as seriously as I do and that Security Guard/Officer Sal will be corrected for his complete lack judgment and for having the audacity to bring a young woman to tears by grabbing and screaming at her over simple luggage tags. In the future, I will reconsider my travel choices and keep this incident in mind when choosing between Amtrak and my other options.

Loretta of Stockton CA (07/28/07)
My boyfriend and I took a trip to Montana, this is our third amtrak trip, because amtrak sent us a voucher because of problems last year. We set another trip up hoping it would be better. I set this trip up so we would not have to use a bus at all. This year some of our experiences were positive as the trains were cleaner and the attendance on board were nicer and seem to be doing more on the train then the last two years.

We went from Stockton to Sacramento and connectd to go to Portland Or. Once in Portland we stayed over night at a motel, went back to the train station the next day and went from Portland Or to White Fish MT. The only problem we had was the train was four hours late getting into Portland.

Coming home was a different story we were on a sleeper car #32078 and the bad experience started, we took a sleeper car to make our trip more comfortable, the train was four hours late coming from Chicago to White Fish MT, we were told they had had problems in Chicago but had fixed them. In our sleeper car all of the toilets were locked because they were plugged. The car smelled like a toilet. They told us we had to use the toilets in the coach car ahead of us.

Our cars toilets stayed plugged from White Fish MT to Portland Or. When I went to the coach car to use the toilet, I hate to say this, but I went poop and put the seat down to flush the toailt and it wouldn't flush and I felt terrible but I had to leave it like that.

There were no cups, and the trash hadn't been removed and no running water. My boyfriend found the same problem in another toilet. Even though we had the toilet problem I want to give credit were it is due to the attendant on our car he was very nice and attentive.

Raymond of Jacksonville IL (07/23/07)
..I will NEVER EVER TRAVEL AMTRAK again...the conducter treated me like a criminal trying to get away with some horrible crime....I was traveling from Alton,Il. to Springfield,Il on the train that arrives/leaves at 5:45PM at Alton...I had to pay cash as the station was closed (or so I was told)...the conducter said I should pay a penalty as the stationmaster told him I had come in earlier when he was open and didn't purchase a ticket , at that time, and he said I came in later after closing to purchase a ticket.

Nancy of Normal IL (07/16/07)

I have been taking the Amtrak to Chicago about once a week. If the train is 20min. late that's great. Last week the train was over 1 1/2 hrs. late, going to Chicago and also that late on my return. Try to make an appointment and get there on time! I've been informed that all the delays are because of freight trains that come first.

Corey of Alton IL (03/20/07)
After our disastrous attempt to travel between Chicago and Alton Illinois, our group decided to try another direction. This time we made reservations to travel from Kirkwood, MO to Kansas City, MO. February 23, 2007 we arrived at the Kirkwood, MO Amtrak station approximately one hour early. When presenting our tickets, the volunteer manning this station saw our destination and said "Oh." We all responded almost in unison, "You can't be serious." He then informed us that our train had been cancelled. When asked why, he did not know.

He got on the phone and came back to tell us that they were sending two buses to the Kirkwood station. One would be an express bus to Kansas City, with one stop a few miles outside of KC. The other bus would make all stops in between. We asked if we could reserve seats on the express bus, but he told us there was no way he could do that. He wasn't even sure if there were seats available on the express bus because they DON'T HAVE A COMPUTER TERMINAL at the Kirkwood station.

Having suffered through the bus substitution last year, we informed the volunteer that we were cancelling out tickets and driving to KC, which we did. I have contacted 3 different Amtrak representatives about getting our money refunded, but since vouchers were used (given to us after the March 2006 debacle) they refuse to issue a cash refund. We each have to send the unused tickets by registered mail to even get new vouchers, which would be worthless as none of us will ever travel with Amtrak again. When asked about being reimbursed for gasoline that I used in making the trip, I am simply told that Amtrak is not responsible.

Amtrak is no longer worth supporting with our tax dollars and should be de-funded. They have no reason to make their service better as there is no competition and they get millions from the government every year. It was a good idea that has never come to fruition. Let them compete in the market place, build their own tracks and update their trains at their expense, not the taxpayers.

Aside from the emotional distress and anger as this exact thing happened in March of 2006 on a trip to Chicago from Alton, IL, there was wear and tear on my vehicle plus about $60 in gasoline that came out of my pocket.

Jodi of Branford CT (09/13/06)
Midway through my travel despite me calling them at 9am to see if train was still running from Washington to Florida. AMTRAK cancelled my train, made no  accomodations, told me I was stuck in DC until Sunday and that I would miss my cruise...They would not pay for meals, hotel , a train back to get my car or go home I wound up renting a car and they refuse to pay for that. 

Besides that the train is FILTHY -- the filters where air comes out are all corroded.  They don't clean the trains or the bathrooms, don't help handicapped. IT IS A VERY POOR OPERATION.

Mark of Watsonville CA (09/10/06)
Staff untrained for routine safety procedures. Usanitary living conditions. Hostile living conditions, due to staff and management. Obvious fraudulent departure/arrival times.

Loss of three days of vacation in travel time. Fanily seperated during travel without forewarning. Two days without heat or seating due to derailing. No food or water or heat for a total of one day and a half. Trauma to a seven month pregnant women sleeping on a floor and borrowing crackers from fellow travelers for a two year old. Two days of parking fees from a company that is outsourced so as not to be redeemed by Amtrak.

Kenneth of Astoria OR (08/09/06)
I have taken Amtak from Oregon to Wisconsin on three occasions. The first two experiences were fine (but 10 years or so ago). I was able to convince my wife to take Amtrak this summer, but was a not sure that she would like it like I had as she is a light sleeper and we were traveling coach class. The trip from Oregon to Wisconsin was fine ( an hour or so late but not bad). Our bad experience came on the return trip to Oregon. We were told that we would have to leave the train at 1:30 am in Spokane to board a bus to Portland.

The explaination given was that passengers bound for Chicago needed our coach and that it was cheaper to bus us to Portland than to bus the Chicago bound passengers. When asked how a simple mathematical exercise of comparing seats available to passengers had gone wrong, no explaination was given. I couldn't understand how tickets could be sold if there were no seats available. The conductor seemed to be somewhat sympathetic but was put in a no-win situation. Needless to say my wife was quite upset with her sleep being interrupted so that Amtrak could sell more tickets than there were seats available. I was apprehensive about the ability of Amtrak to provide a bus, given their bungling of ticket sales. We are not difficult people, so we did as Amtak asked.

My wife and I missed a night's sleep due to Amtrak incompetence. The seats in the bus were small and uncomfortable and not what we paid for. I am doubtful that I (a person who is train lover) will be able to convince my wife to travel by Amtrak again as a result of this experince. We were not offered a free train ticket or a fare rebate as a result of this Amtrak error as is common in the airline industry.

Gina of Queen Creek AZ (07/27/06)
On June 15,2006 my family and I boarded the Coast Starlight in Los Angeles, Amtrak's premier train. I had once taken the same route in 2000 and it had been an enjoyable experience. This last time around was horrible and I will not ride Amtrak for many reasons. When we boarded our train, we were shown our private family sleeping room. No air conditoning, the curtains were tattered, the carpet was stained, ripped, and dirty, and the blankets were filthy. We complained and were assigned another room. The air conditioner worked, but this cabin was filthy too. I had to remove the blankets as they had other people's hair enmeshed in them along with what looked like grass.

Amtrak adverstises a Kiddie Car that was non-existant on this trip so our preschooler had to make do without a place to play for two days. We were supposed to have first class accomodations and we paid $750 for that privilege. What we received was anything but. Paper plates, paper table cloths, and waiters getting into a shouting and then shoving match are not what constitute first class travel. The food was disgusting, over-microwaved, wilted lettuce, overripe tomatoes and fruit, stale bread were all horrible.

Sanitation was deplorable. The toilets kept backing up and the water in the sinks wasn't draining and the lavatories smelled foul. Human excrement was smeared onto toilet seat lids and never cleaned off.

We were due to arrive in Seattle at 8:30pm. However, by 10:30pm we had only reached Portland and we decided to detrain, rent a car, and drive the rest of the way. The train had run out of food, people were getting agitated, Amtrak employees were hostile, and sanitation was non-existant. I believe the train finally arrived in Seattle at 3am, about seven hours behind schedule.

On June 20th, we departed Seattle back to Los Angeles. After we were seated in our first class deluxe accomodations, costing us another $750, I asked if the private first class lounge car, the Pacific Parlour car, was open yet. I was offhandly informed that the Pacific Parlour car was not available, no explanation given. The attendant actually had to nerve to be angry with me for asking about the whereabouts of first class lounge car. We settled in and decided to make the best of it. At least the room was reasonably clean. Again, horrible food, poor service, hostile employees.

This time the Coast Starlight did have its Kiddie Car in tow. I took my preschooler down there to play. On the way down, I tripped and nearly fell down the stairs due to a piece of rubber stripping that had come loose. Once inside the Kiddie Car, I noticed the latch on the storage closet was broken when the door swung open as the train lurched along, striking several small children. I found a magic marker and used that to keep the latch shut. The toys were old and broken and dirty. The room smelled like urine. On the wall were decorations left over from St Patrick's Day, and mind you this was now June.

That evening I tried to bathe the children in our private shower. Barely a trickle of lukewarm water came out, and our attendant was so hostile I was afraid to complain to him. So I bathed the children as best as I could and put them to bed. Then I took my shower. I thought I had secured the latch, but as we went over yet another section of rough rail, I was thrown out of the shower and smashed against the window. My husband checked the lock and found it to be broken. Again, the train was delayed.

Because of the delay, the attendant did not want to fold the beds back up for day use because, according to him I just have to make them up again for no reason and I don't want to hurt my back for nothing. We had no first class car to lounge in and I was not about to let my preschooler play in that unsafe, filty Kiddie Car. I firmly insisted that the beds be put back up for day use and he stared daggers at me, then finally agreed to do so. My children were terrified of him, asking me why this man was so mean.

Again, toilets started backing up, food supply ran low, and tempers were short. We were supposed to arrive in Los Angeles by 9pm, but it was obvious we wouldn't arrive until the early hours of the morning. Giving me a dirty look, the attendant converted the room to sleep accomodations and I again bathed the children under that pathetic trickle of water, and put them to bed in their regular day clothes. I then packed everything up and went to bed myself.

I am glad I dressed the children in their day clothes and packed because when we finally got into Los Angeles at 4am, seven hours late, the train had no power. No electricity, no lights, no running water, no toilets, no ventilation. The only light we had to see by were the small emergency lights in the hallway. It was dangerous trying to detrain in the dark while managing my own bags, as the attendant would not help me, but my children and I did get off the train safely.

We will never again ride Amtrak. That train fails in so many different ways. Amtrak cannot keep on schedule, they cannot provide proper sanitation, they do not properly stock their food supplies, let alone prepare food properly, they do not ensure a safe environment for passengers, and their staff are rude and hostile. It has taken a month for my anger to finally abate at the horrible and unsafe trip we had with Amtrak. I now plan to write my Senator, my Represenative, and to you about how delapidated and unsafe Amtrak is. It ought to be shut down. It is a disgrace that America does not have a sophisticated interstate rail system and Amtrak only adds salt to the wound.

John of Oakhurst CA (07/21/06)
Amtrak's west coast operations are a disgrace. On 6/15/06 we trained from Fresno, CA to Seattle, WA, mostly on Coast Starlight 14, scheduled to depart Sacramento at 11:59PM, to arrive Seattle the following evening at 8:30 PM. The train left Sacramento over two hours late, arrived Seattle over 6 hours late. On the return trip, July 15, departed Seattle fairly close to the scheduled 10:00 AM. Was to arrive Sacramento at 6:35 AM the next morning, but actually arrived some 7 hours late...and missed, by hours, all connections to Fresno.

To add to the agony, on the return trip, the train running very behind schedule, stopped a few miles north of Sacramento with the PA announcement that the crew had worked their hours and could not take the train into the station, and a new crew was on the way by van. Other travelers and train crew members tell me that the Coast Starlight almost always runs many hours behind schedule. It is to be expected.

I urge Amtrak to adjust its schedules to reflect reality of travel time. First time travelers with friends or family waiting at the destination station would not have to wait literally hours, often in the dead of night in a less then secure location. I also urge a review of the agreement between Amtrak and Santa Fe. Apparently Amtrak is at the whim of Santa Fe and much of the chaos is a result of that relationship.

Shannon of Franklin MA (04/26/06)
Took Acela Express from Penn Station to Rte 128 Station (outside of Boston) on 4/23. This is a reserved seating train. I took the train with my two children (ages 5 and 7). The train was oversold. Staff was totally rude and unhelpful in getting us seating. They could not comprehend why I found it so necessary to be seated in the same cabin as my children. They also tried to dissuade me from sitting in the quiet car because I had children (even though they had over sold). It took us 45 minutes to get seats. We had to wait for passengers to disembark to get seats.

Went 45 minutes on a 3.5 hour train trip in which we had reserved seats (did not get what I had paid for).

Deb of Joppa MD (03/29/06)
I traveled on March 21 to south Carolina, and that was a great troip. Great food etc, and even the coach seating was comfortable and nice... however......My return trip was a night from hell. I was set to depart on March 24th at 11:02pm, and did not depart till 2:00am! When I got on the train I was taken to my room, ( a deluxe sleeper) and the bed was pulled out.

I was told I would have the bed pulled out with ample walking room. I was told there would be a tv and radio access. I was also told food would be delivered to my room anytime I wanted it and that the lounge for VIP first calss was open 24/7 for me. My suitcases were going to be put in my room, THEY WERE NOT! How do you expect me to use a shower and toilet with no accessories? I was also told that the VIP lounge food was included in my trip, but I was charged 8.00 for a drink and sandwhich.

Breakfast was HORRIBLE! Eggs, bacon, and hashbrowns, BLOOD COLD. The only thing good was the coffee, but no refills at all! Is this how you treat 1st class passengers who pay 400-500 dollars for a room? When I finally set off to go to sleep at 4:00am in my "deluxe sleeper", I reached down to get my bagm, with my books in it, and it was soaking wet. I reached to get my coat and other garments, and they were SOAKED as well. I felt the entire floor and it was soaking wet and stunk of mildew!!

I pushed the call button, for the attendant about 3 times in 45 minutes, and he never came to my door. I finally went to find him , and banged on his door. He came to my room, and said they didnt know why it was leaking but they would try to get me another room. There were no more sleeper rooms so he dpwngraded me to another size. Thsi room was much much better--- however..... NONE of the reading lights woorked, the Radio earphone hook up did not work, room service was again not available in the morning for anyone, and we were told no food in our rooms!! COME ON!!! The speaker to announce arrivals weas horrible and no one would come by and make sure people knew we were stopping.

I had just come back from visiting my mom who was diagnosed with cancer. Do you think your customers need added grief and stress for your staff? I expect a response, and a refund that the conductor told me I was entitled to.

Judy of La Pine OR (03/17/06)
Subject to delays is not an accurate description of the lines schedule. It seems they are hitch hiking on Union Pacifics rails so have to pull off and stop everytime there is a freight train! They have absolutely no way of knowing how long your trip will take and when you will Depart or Arrive. The 10 hr trip took 17 hrs from Chemult to Sacramento (400 mi driving), and 16 hrs back.

I missed the funeral I was headed to, the whole puppose of the trip to Sacramento. 7 hrs on a 10 hr trip is far more than a delay. Now I had to turn around and pay again to suffer the trip back. The Crew must have went to a special class to be so uniformally rude. They offered nothing as you sat for hours as they crept along, not a bag of nuts or a soda- They woke me up, made me move next to an occupied seat, double up saying the needed the seats, no one ever sat in them.

I finally moved back to be confortable and six hours later they snapped at me that someone needed a seat, I would have to return to the other spot. So I had to move so this person vcould enjoy both seats I was sleeping in. NEVER will I travel Amtrak again! THEY HAVE NO BUSINESS OFFERING THE PUBLIC TRANSPORTATION ON SOMEONE ELSES RAILS!

Corey of Alton IL (03/14/06)
I was part of a party of 4 that booked travel on Amtrak from Alton IL to Chicago IL on 3/10/06 and to return from Chicago IL to Alton IL on 3/12/06. For the return trip 3/12, on our initial boarding and seating we found the staff very pleasant and friendly, however this initial enjoyment ended quickly. The train left Chicago on time at approx 3:20 pm, but before we could get out of the city we had to stop to allow a freight train to cross at an upcoming junction. This wait was almost 3 hours and there was never an official reason for this inordinate delay.

It was rumored thru the train that the freight train had a car derail which was the cause of the delay, but nothing offricial was ever said. As we proceeded on our southwest journey, we were stopped again by a severe weather warning which included tornado watches and we remained motionless for even more hours, again with no update on conditions or a time frame that we might expect to resume. Hours later we resumed our journey and were told that track spotters needed to be used to ensure that the tracks ahead of us were clear, but no one knew what a track spotter was. This further delayed our trip as the train could not reach it's normal speed and there was an inordinate amount of non train station stops that were also not explained.

At approx 3 am the next morning we stopped a third time and were told that a power line was down across the tracks ahead of us and we had to wait for the power company to remove the line before we could move. Again, no mention as to where we were or how long we could expect to remain motionless. By 7 am we still had not moved, but we were told that the power company would have the tracks clear "any minute".

At approx 9:30 am the train began slow backward movement and the car we were travelling on stopped at an intersection where 4 charter buses were now parked. With no advance warning those of us travelling to Alton were told that one of the buses was to take us the rest of the way and that we had to get off the train immediately. This caused no small amount of confusion as approx 80 people had to gather their personal belongings and "de-train" at the same time. We finally arrived at the Alton IL station at 11 am, approximately 19.5 hours after we left Chicago for what was advertised as a 4 hr 36 min journey.

At no time during this delay was any accomodation made to the passengers. Dinner and breakfast still had to be paid for even though not budgeted for our trip back. Soft drinks and water also still had to be purchased rather than offered complimentary to make up for the delay and the fact we had no place to go. I had wondered if Amtrak would make any type of offer to make up for this ordeal. Perhaps a refund on the ticket price. Perhaps a voucher for a future trip one way to Chicago. Maybe even a voucher for a discount on our next Amtrak purchase.

What we ended up with was an apology and then told to get off the train immediately. Whereas I realize that the delays due to weather were unavoidable by Amtrak, their complete lack of communication to the passengers and not making any accomodations to passenger comfort was unexcuseable. Passengers sitting on a train for hours need to have frequent updates on what is going on as not knowing only increases the frustration and the tension between them and the train staff. If travel plans are going to change, i.e. the use of buses, advance notice needs to be given rather than waiting to the last minute to tell passengers to get off. For my next trip to Chicago, I would rather drive myself and pay the exorbitant hotel overnite parking fees before even considering using Amtrak ever again. The absolute least that could have been done was to provide bottled water gratis, but they did nothing.

Laura, Md, Mph of Princeton NJ (02/21/06)
Not only did I have to wait for an hour in Baltimore for a new engine to replace a faulty engine, but when I reached my stop at Trenton, the doors did not open. I rushed to another car and that door didn't open either. I had to go to Metropark before getting a return train to my stop. It added an extra 40 minutes to my already delayed trip, and it caused me extreme mental anguish and physical discomfort. I have arthritis and having to rush to make another train was unbearable.

Michael of Hagerstown MD (02/08/06)
I was reading about your Amtrak complaints and it brought back alot of memories. I was employed by Amtrak for four years in the early 90's when I got out of the navy in the onboard service department. I worked mostly the overnight trains out of DC and I have to say that I can relate to all of the complaints. The majority of employees couldn't have cared less about the passengers or providing decent service. The union was so strong you could get away with anything and not worry about losing your job. I still have a folder full of letters I received from passengers thanking me for the service I provided.

I quit several months after I was made a acting onboard supervisor. I was promoted after 3 1/2 years because of the service I provided and my fellow senior employees hated me because of this. I finally got tired of the politics and the union and quit. Amtrak will never suceed until they are able to break the union and fire the bad apples.

Al of Fremont CA (01/06/06)
I had an Amtrak train booked for a trip to the snow with my wife and 3-year-old daughter. We wanted to take a scenic train trip through snow-covered mountains. The night before we were to leave, Amtrak called to say the trip back was going to be all on buses. I cancelled the return trip and had to book last-minute air and ground transportation at substantial cost.

The train arrived 1 hour late, without warning. It was re-routed several times. We were scheduled to arrive in Reno at 4:30 p.m. but didn't arrive until almost 11 p.m. By the time the train was in the mountains, it was pitch black outside, so the only scenery we say was people's back yards in Stockton. When we arrived in Reno there was an announcment that we had stopped on the wrong tracks, but that we were to get out anyway. There was a very long drop from the train to the ground, with large sharp rocks below.

A small metal stepstool was placed under the train. It soon got slippery and icy. My daughter slipped on the step, falling face-first into the rocks and getting injured. No staff were anywhere near to supervise.

Shirley of Ojai CA (12/27/05)
On December 26th I boarded the train in San Diego, California bound for Ventura, California. We were informed prior to reaching Los Angeles that we would have to get off the train at Norwalk and take buses to LA. The train was fully loaded with holiday passengers. I was seated in the lower portion for elderly and handicapped persons and there were many people there who were having a hard time exiting the train. We were told that they were working on the tracks and so thought that this was an emergency situation.

There were many buses waiting and many of the elderly and handicapped people were having difficulty getting around, i.e. hearing problems and not understanding what was going on, vision problems, difficulty walking and carrying their luggage when not expecting to have to do this etc. Also there was a Mexican man who did not speak English and did not understand why he had to exit the train. When we got on the bus the driver told us they always do maintenance work on the holidays as there is less traffic then. However, when we got back on the train a woman who was on another bus told us that her bus driver said it was because they had to do paper work before the end of the year so they could get paid.

Whatever the reason, it is unacceptable on a holiday weekend when the train is full to have this happen. Unless it is an emergency this should be done at another time. I ride the trains several times a year and so am familiar with what should be going on. I believe this should be looked into by the Amtrak officials.

Susan of Tampa FL (12/13/05)
On October 31, I picked up my packages that were to go to West Palm Beach, because the train was not running, I delivered the packages myself. I turned in the receipt for the payment of $34.00 and I was told the refund would have to mailed. I have not received it yet.

Michal of Las Vegas NV (10/11/05)
I tried to buy ticket from Los Angeles to Las Vegas with ISIC (Student International Identity Card) discount 15%. But everybody was trying to convinced me that I have no discount. I talk to cashier then to Customer Service and even to manager on duty (Frank Chevez). I lost all day to prove my right. Eventually I had to find internet access and made and print on-line reservation with ISIC discount. Still they were trying to convince me that I'm stupid and I'm cheating putting something to internet what doesn't exist (that was so stupid that couldn't believe...)

Eventually the manager during my second visit called somewhere and found out that I was right. After all he said "OK" he didn't even  want to apologize.

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