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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 ...

Kristen of Ny, NY January 12, 2009

Used a debit card attached to my checking account to purchase a one way ticket online and received a confirmation for that one seat. The next day I discovered that my checking account had been charged 2 additional times. When I called Amtrak the next day they indicated that this type of flaw happens when debit cards are used and I should not use one to purchase a ticket.

I am extremely frequent user of Amtrak and this system, and not only have I never been told not to use a debit card but nowhere on the website does it indicate or advise against using one. The Amtrak agent told me this happens frequently if you mistype something and have to go back to correct it. What's odd about that explanation is that if indeed 3 tickets went through, why did I not receive a confirmation for three tickets?

The biggest complaint I have is that there is obviously a flaw in this system that nobody is addressing, not to mention the series of phone calls I needed to make to get the money put back into my checking account. This was my money, actual cash - not credit and they told me it takes 2-3 business days to process. Meanwhile this is not even my error - it was Amtrak!

Obviously we are not talking a large amount of money here - the overcharge was 91.80, however - the aggravation: because it was a Friday, I had to wait until Monday to speak to someone because their Refunds department only operates Monday through Friday.

After a series of calls with Amtrak and my bank, plus going into work late so I could handle it from home, Amtrak does not even bother to apologize, does not step up and take responsibilty for whatever this system flaw is,and from what I can see on the website, still does not advise (or not accept) debit cards. Frankly this error only caught my attention because that particular checking account had a low balance so it place it into a negative balance. Had there been a larger amount in the account this may have gone unnoticed and it makes me wonder how many times that in fact may have happened to other consumers. Mainly I just want others to be aware of this flaw in Amtrak's system and the possibiliy that they could be stealing your money.

A of Burbank, CA January 12, 2009

I recently emailed Amtrak Customer Service the following complaint regarding my train travel experience:

I'd like to share with you my recent experience traveling from NY to LA on Amtrak. When traveling coach, I do expect a certain amount of discomfort and I plan accordingly. However, there are a number of things Amtrak might consider to create a more pleasant trip for coach passengers.

1) Smoking: Smokers are addicts and will continue, despite threats to put them off the train, to smoke in the bathrooms and changing rooms. The smell from this permeates the entire train car and does not go away. Please make a real effort to create a solution that meets the needs of your smoking and non-smoking passengers. Smokers are not going away and they don't care about kids, people with allergies, or the general health of anyone else.

2) Air Quality: We had the unfortunate experience of several drunken passengers who had both stomach and bowel problems. For the last 30 hours of our trip, the train car smelled like a port-a-potty. Several passengers had to leave the car as the smell was overwhelming. I'm not sure how to solve this, but ventilation changes or a different cleaning and/or toilet solution might help.

3) Employee Morale: In general I found the train personnel to be on the discourteous side. Perhaps it was a bad journey for everyone, but passengers look to the staff to help make it better. I observed staff giving curt responses, speaking in disrespectful tone of voice, and flat-out ignoring passengers.

I do enjoy riding the train, much more than flying. But after this last trip I am not likely to choose Amtrak. All my friends have now heard about my experience and that kind of word-of-mouth is not the marketing that will bring you new passengers. Thank you for your time.

I received a reply which in itself barely addressed my experience or gave any hint of the company's desire or intention to create better travel experiences. In addition, when I replied with the information requested in their email to me, the Amtrak email server did not process my reply and returned my email as 'undeliverable.' Here is Amtrak's reply to my complaint:

Thank you for your email. In order for us to document your concerns and suggestions correctly, and to provide the right train manager the information we are asking you to attach your reservation number or travel dates to this email. Once we have that information we will file a report on your behalf to the responsible managers. We do apologize for your trip being less then satisfactory and we appreciate your comments.

Daryl of San Diego, CA January 12, 2009

So, Amtrak is an option to car and air. Excuse me a moment. BwahhhHahhHaaaSpurt. Ok, that's done. Train is five hours late. Even with a built in fictional four hour fix the tracks equipment delay, it's five hours late. Demented passengers roam the train without restraints shouting that they have been kidnapped by terrorists. No food. Surly employees.

Never take Amtrak again.

Arlene of Long Beach, CA January 10, 2009

I was scheduled to depart on train # 8 on 01/06/09 from Rugby, ND to Minneapolis-St.Paul MN the train was to leave at 10:38 p.m. on 01/06/09 and it finally arrived the next morning in RUGBY, ND on 01/07/09 at 10:00 a.m. this caused me to miss my connecting flight in Minneapolis on 01/07/09. I was literally stranded in a town with not even a cab to take me to a hotel somewhere to stay overnight.There were No phone calls from the train stating they would be delayed almost 11 hours! What a nightmare....

I lost 281.00 for the flight on US Airways that I was not able to get to from this train delay of 11 hours! It then cost me another 150.00 for yet another ticket from United airline to get home safely. (281.00 + 150.00= 431.00)

Paola of San Diego, CA January 6, 2009

1/6/09 I boarded the MARC train from Baltimore heading toward DC. I purchased a ticket for the BWI Airport, only to later find out that I needed one for DCA. The ticket lady on the train checked my ticket and all was well. After we passed the BWI exit and I still hadnt gotten off, she approached me and said (in a loud, accusatory tone) I thought you were going to the airport? I replied: I am. She scolded me for not getting off and then proceeded to rudely give me instructions on how to get back to the airport stop that wed just passed. As I tried to explain to her that I needed the airport that was connected to the subway and not the one we just passed, she walked away and totally ignored me.

Luckily, she later walked passed again, and thus I was able to stop her and ask how I get to he airport with the underground subway. She sighed loudly and rudely, cut me off mid-sentence and said I just gave you instructions on what to do, but since you didnt hear me, Ill tell you again. I let her ramble on and then repeated to her for the third time that I needed the airport that was connected the subway, NOT the one we just passed. At this point I was getting angry and nervous b/c she was trying to kick me off the train! A fellow passenger overheard our convo and politely interrupted to explain that I was talking about the DCA airport, not the BWI airport. (I think the ticket lady knew this the whole time, but was purposely being difficult, b/c after he explained that, she said I dont have anything to do w/the subway, I only deal with MARC trains). After he explained that to me, she snatched my ticket, showed it to him, and said well, she bought a ticket for BWI, so she needs to get off at the next stop.

This made me nervous b/c getting off at the next stop would hinder my trip I was already headed in the right direction, I just simply purchased the wrong ticket. Thankfully, a nearby passenger was able to intercede and suggest that I just stay on the train and pay the price difference that would take me to DC, instead of getting off. Long story short, I ended up at my final destination, but it was only b/c of the nice passengers. If it was left up to the ticket lady, I wouldve ended up at the totally wrong destination, out of more money, and late for my appointment. Amtrak employees are the most rude, abrupt scoundrels I have EVER dealt with. I am so annoyed with how I was treated, that now Im looking for an alternate means of transportation.

Dan of Worcester, MA January 3, 2009

It is my opinion Amtrak is inflating fare prices.I was told by Amtrak Ticket Agent that seats are priced due to availabiliy.So youd think the train was full.Not so.8 car train with mimimum 35 seats per car,heard Amtrak onboard employee state 44 people on the whole train leaving Boston to New York.I disembarked at New Haven CT.Train stops along way there,maybe picked up 40 people.Additionly people got off too.This policy of pricing is at least deceptive,pricing tickets as reserved class,and the train is 60-80% empty.Mailed WashDC for this policy of theirs.See what happens.

Well it seems that Amtrak can charge high rates for empty trains even at peak times of travel.One day fare is this, next day different price.Amtrak is federally funded,so why this policy of priced by availibility.Funny leave Boston to New Haven 54.00.Reverse trip 38.00.Pricing demorgraphically probably.Think fares artifically inflated, and Public has no knowledge of how Amtrak plays with fare rates.pricing should be posted Nationally, in advance as they use Federal Dollars.Well I am disabled get reduced fare, 10-15 % still take bus sometimes because the cost is lower.Well hope someone can delve into this practise of pricing.Thanks

David of Warwick, RI December 28, 2008

Several years ago - long before 9/11 - I made a complaint to AMTRAK about an open gate at one of their rail access locations where they have a small mobile office and some communication boxes. This gate (approximately 12 feet wide) allows access for full size vehicles directly from US Route 1A for about 75 feet to the rails, underneath of US Route 1 overpass,overhead power supply cables, and the mentioned housings.

Someone responsible for security at AMTRAK assured me that the gate would be secured and that Warwick Police would keep a check on it. This resulted in no action - the gate remained open most of the time, at least. I went to the Warwick Police and an officer I spoke to said, What do you want ME to do about it? I said either have the gate secured or tell me to mind my own business. After that the gate was secured.

Today, 28 December 2008 at 10 AM, walking my dog on State property along the AMTRAK fence, the gate is wide open and there are no AMTRAK employees on site. The chain and lock hang loose on the gate. Truck tire tracks seem to indicate that a work crew had recently been there and left the gate unsecured. However, even when the gate is locked a person can easily crawl under or squeeze between sections as have graffiti artists within the past months to cover the walls of the overpass and reataining wall next to the tracks. There is a double fence at the retaining wall area but it is only four feet high.

Along with the huge amount of graffiti, piled and strewn around the area is a huge amount of trash including a large container of what appears to be waste oil. Two large bags of trash have sat so long that the top half of each has deteriorated and the contents spill out. How AMTRAK can say it has taken care of its security is beyond my understanding - yes - a terrorist could create a security problem ON the train - but corridor secuity is almost forgotten.

John of Simi Valley, CA December 27, 2008

My 84 year-old mother was taking the train from Simi Valley, California to Solana Beach, near San Diego. The only seats available were on the upper level, up a short but steep flight of stairs. My mother had two bags of the airline carry-on type. Needless to say, she couldn't climb the stairs carrying her bags so I helped her. While we were looking for an empty seat, the conductor got on his public address system and said If you are not off this train in 10 seconds, I'm going to throw you off, and then began a ten-second countdown.

I hurried my mother into the nearest empty seat, hoisted her bags into the overhead bin, and ran down the stairs for the door. Not only did the conductor (I didn't think to get his name) not offer to help an obviously elderly woman with two bags, he was rude and sarcastic about asking me to hurry.

Cody of Indianapolis, IN December 23, 2008

I made reservations on Amtrak to go from Indianapolis to Chicago, then I was going to use Van Galder bus lines from Chicago to Madison, WI. I am 19 years old and I was excited about the trip, my first on a train or bus. I was going to Wisconsin to spend the Christmas holiday with my father and other relatives. The reason I chose the train versus flying was not only the rate but I thought traveling on a train would be interesting and nostalgic.

I departed Indianapolis (train #851) on December 21st, 2008 at 6:30am. I was to arrive in Chicago at 10:35 am and then catch the bus at 12:35pm and arrive in Madison Wisconsin at 4:05pm where my father would be waiting to pick me up. The train departed from Indianapolis on time however, half way there the train stopped moving. We sat for about 2 hours. We were told that we were waiting on a different conductor.

We finally began to move only to stop again, this time for about 4 hours. We were told then that the tracks were covered with ice and the tracks could not be switched. By this time everyone on the train was getting upset. Other passengers had missed schedules flights out of O'Hare airport. The girl sitting next to me had missed her flight to Kazakhstan, which she could not get a refund or another flight without paying full price again for.

There was an elderly woman who was on the train alone. She was going to Chicago to take a flight to Denver. She had missed her flight and was very afraid and confused as to what to do. Basically those people, among many other would just be stuck in Chicago.

During the 4 hours of just sitting there, the train ran out of toilet tissue, ran out of cups for water and had no food to offer the passengers. A diabetic passenger became ill and used his cell phone to call an ambulance which became stuck trying to get to the train. I am hypoglycemic so I brought some snacks along. The passengers who did bring food were sharing with others who had none.

Several times I called my mother and she called Amtrak customer service to find out the status of the train. On one of those calls she made to customer service, she told the agent that I had been on the train for 11 hours and it was suppose to be a 5 hour trip. The agent told my mother, in a not so nice tone, that I had not been on the train for 11 hours. She said I had been on the train for 5 hours. She told my mother not to worry about it, I would get there. She didn't say it as in, don't be worried, your son's ok, he's in good hands. She said it as in, I don't really care, it's not my problem.

Another time when my mother called Amtrak to inquire about the status she asked the agent since I had missed my bus, what was I to do once I finally did arrive in Chicago. The agent told her to tell me to go to the Van Galder bus counter to get a new ticket reissued. Once I finally got to Chicago, there was no Van Galder counter. I could have caught a 7:00pm bus to Madison if I had not had to search around for something that did not exist. I stood in line for about half an hour to get a new ticket to Madison. I had to wait for 1 1/2 hours for that bus. There weren't enough seats so I had to sit on the cold floor. Also, when they reissued my ticket they didn't bother to tell me that I would have to switch buses along the route. I finally arrived in Madison WI at 12:05am. 8 hours late.

I purchased a round trip ticket which I will not be using to return home to Indianapolis. I will not get on an Amtrak train again. They are not customer oriented. They are not prepared for delays or accommidating passengers in the event of a delay. They fly by the seat of their pants so to speak.

Neil of Klamath Falls, OR December 23, 2008

I purchased tickets for my daughter and her five year old daughter for travel on Amtrak 12/22/08 scheduled to depart Salem, OR at 3:37PM and arrive Klamath Falls, Oregon at 9:50PM. She had to chain up and drive 30 miles to the Salem station and called before departing home. The recording said the train was late and would depart Salem at 5PM.

My Daughter and her child have been waiting at the Salem Amtrak station since 2pm and everytime I call Julie (five times now), I get a new extended delay time. It is now 9:30PM and Julie now says the train will depart Salem, Oregon at 10:30PM. I have tried to transfer my call to an agent and receive a message about high traffic and 15 minute wait for an Agent. This is no way to run a business. The Amtrak computer and agents should be able to give customers a more accurate departure time before they leave home for the train station, instead of changing the departure time for hours on end.

hardship and stress (results remain to be seen)

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