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 ...
Tammy J. Luna of Klamath Falls, OR March 6, 2009
I was on my return trip home. I was asleep and I felt the train had stopped, I heard the sound of people coming and going off the train, I heard no announcements. Being a smoker, I thought I had the time to have a cigarette, so I proceeded my way to the open door of the train, (I believe to be the lugguge compartment towards the end of the train. I stood on the train on the inside waiting for this employee to assist a wheel chair passenger aboard. Nothing was said to me as I stepped off the train. In other words no warning or anything. As I stepped off, I noticed the wheel chair ramp was out for the wheel chair. Within seconds, I noticed this said employee, pulling the ramp back into the train, so I ran, about 10 to 15 feet to the train to board, he still said nothing,.
Then I notice the train starting to move or roll. I put my right foot onboard, my right hand on the door and began to panick. I was litterally riding the train like a skateboard. I was scared todeath. The employee then looked at me and asked Why did you get off here?, with a fear I never felt before I couldn't answer, at least not fast enough for him. So he looked at me and said I think we'll just leave you here..and that he did. I wasn't even aware of where I was until I asked a young man, who seemed to be attending the sub station in Redding, CA. He said he would be locking up soon. I think he called his supervisor and got permission to let me stay inside until I made some arrangements.
It was between 3:30 and 4:30 A.M. when this happened. I was so afraid and I pulled alot of muscles because my adrenalin had to start up so fast. I could have been pulled under, my left foot was inches from the wheel of the train as it proceeded to move. This should not happen to anyone! I wasn't causing any problems, I wasn't instructed not to step off. I feel totally violated as a ticketed passenger. There really are no words for what that emplyee did. F.Y.I. I was on the 14 Coast Starlight heading north, the morning of February 24, 2009
Pulled muscles, traumatized, and unnessary abandonment.
Andrew of Gainesville, FL March 3, 2009
I shipped my belongings Amtrak Express from Seattle, WA to Jacksonville, FL. 2 of the 10 did not arrive and 4 of the items had been pilfered through. I received a check for 50-- that is less then what I paid for the two boxes to ship. The quality of worker I have dealt with at Amtrak has been poor. I did meet some nice people and they seemed to know what was going on but for the most part it was a horrible experience just to get simple answers.
After being lectured about insurance by the Customer Relations Specialist, C. Gilmore, I told her that I am disappointed in how Amtrak has been handling the lost packages and I thought Amtrak would be more reliable. Her haughty response was Well I'm sorry that you thought that. That was the end of our conversation.
Two packages were lost that were together worth 750. I received a check for 50 which is less then I paid to have the two packages shipped.
Glenyce Perrine Sears of Gold Bar,, WA March 2, 2009
I bought a ticket in Everett, Washington onFeb 20,2009 telling them that I am handicapped,in a wheelchair, on oxygen and needed electricity to run my machine. I also needed to be fed for the 2 day trip from Seattle Washington to Fresno, California. On my return home on February 28 on train 14 - Coast Starlight ticket. I was in a dangerous situation during the overnight 9 hour trip. I was in the handicap car which no one checked on even for tickets as there weren't that many new passengers there. I had the light on for help for many hours without anyone coming to assist me. Mealtimes were not given, so I went without food, until the evening meal when I told the personal of debarking passengers I was terribly hungry and I got a supper.The attendant said she was too busy to do anything for the passengers in this handicapp car even when we could not walk up the stairs to get food.
But the most dreadful time was when I was waiting for assistance sitting in a wheelchair with my oxygen plugged into the outlet in the train wall when all the lights went out and I had no way of opening the electric door or using oxygen. No one came to find me, although I was the only one left on the train in a wheelchair. My husband came looking for me or I would be there yet. No one spoke as those personal leaving the train rolled out the ramp to bring my wheelchair to the ramp below. I was so scared I could hardly breathe as I felt I would be left there all night in the dark without anyway of helping myself.
I was in danger the entire time and I was assured when I bought the ticket in Everett, Washington that I would be fed and watched after. I wasn't. To say the least I will never travel Amtrak again, but what about the others who will travel and possibly die. I could have. I have heart failure and have coded three times. I can't handle stress at all and that was what I had in abundance. It was not right. What can be done?
PhysicaL damage to my heart by extreme neglect in providing food and a safe environment. Being deprived of oxygen in a locked car without electric power to get out or use that oxygen. I had a good chance of dying and I know that. I was very afraid for my life.
Curt of Glenhaven, CA February 24, 2009
On 2/20/09, I boarded the Amtrak Zephyr #5 with a travel companion in Grand Junction, Colorado, to take us to Emeryville on a roundtrip coach ticket. I'm a single, 65 y/o man with various health conditions including a mobility disability. As the train approached Utah at nightfall, I went to my assigned coach seat from the scenic car. I immediately sensed a terrible sewer or septic tank odor as I entered the coach and it became intolerable after I had taken my seat. Other passengers began complaining of headaches and I experienced nausea.
I felt that this was a hazard to be responsibly reported. I sought a conductor or staff member in alarm. I was treated by the conductor I located in a forward car as an annoying troublemaker and he reluctantly offered accomodations in a coach behind my original reservation away from the scenic car, lounge, and dining car. My companion who had taken an adjoining seat reported the same event and was offered the same solution. A plumber in a forward seat identifyed the smell as sewer gas or methane. I knew it to be explosive and unhealthful in enclosed areas. The smell was heavy and horrible enough to motivate me to flee to a forward car for safety. In the confusion, I left 260 on the seat but was unable to retreive it because the car was locked when I went back to recover it later.
I asked another conductor if it was possible to upgrade to a sleeper compartment but he said none was available for me. My companion, John D., had asked for the same solution a few moments afterwards and was granted the upgrade at an additional expense of 102.00. He arranged to put both of our names on the ticket. From that time until we got off the train in Emeryville, Ca., we were subjected to strange rudeness and dismissive comments.
After having lunch the next day, we signed the bill as was required and returned to the sleeper car. An extremely rude dining car manager brusquely walked up to our door to demand that I pay for my meal which was part of the fare. Luckily we had the ticket evidence to show to the conductor who yelled at us in a threatening way and threw the cash amount in question through the door into our space. I was told threatenaly that documentation was being kept on my unwelcomed complaint and that I could be removed from the train in the middle of the journey, even with my obvious mobility disability. This was puzzling and when John and I complained about it to another conductor, we were verbally abused and told to stay in the tiny sleeper compartment without access to rest of the train including restrooms and dining car ammenities. This behavior was somewhat explained by a taunting staff member's mimicry on passing by the compartment, saying loudly in an exaggerated feminine way, Oh, the smell is horrible and it was obviously intended for us to hear.
I knew then that the bizarre behavior came from bullying discrimination from the staff toward us as suspected gay men. I'm taking this as a serious offense because such discrimination violates the law. When I reported it to the customer service dept by phone from my home as soon as possible, I was merely offered as compensation a small voucher for future travel (as though I would ever feel secure in using it). I will never travel by Amtrak again so the nontransferable voucher is useless.
Cristina of Sacramento, CA February 14, 2009
I have the misfortune of having to take Amtrak from Sacramento to the Bay Area four days a week on business. My experience with them has never been a great one, and usually my displeasure is tolerable; rude conductors, lazy station workers, train cars that are air conditioned to industrial freezer temperatures, delays and the like. This last incident was a first, and hopefully a last.
On a recent trip I left my cell phone behind on the train. I received a call from my phone the next morning. It'd apparently been found by a cleaning crew member who had decided to take it home rather than turn it in to the lost and found. He'd rifled through my messages and photos, and proceeded to describe them to me. He then suggested that I offer a reward, at which point I said I was not going to pay him for something he was already being paid to do, especially after such a gross invasion of privacy. Essentially, he was holding my phone for ransom. Needless to say, I never saw it again.
Heather of Sneads Ferry, NC January 28, 2009
I sent letter on Jan.7, 2009 with no response from any of 6 executives that received it. [Their] posted Policy was not followed and I believe endangered the welfare of my children. I made reservations for my 2 unaccompanied minors to travel on Amtrak for December 26, 2008. While it is a difficult decision for any parent to allow their children to travel unaccompanied there are supposed programs in place to provide safe and secure travel for the minors. At least this is what I expected from Amtrak. I have utilized the unaccompanied minor programs with the airlines in the past without any issues or concerns. After reading the policy online and speaking with reservation agent I was assured that my children would be monitored and [Amtrak] had a good program in place. This was not however what we experienced from the moment we arrived at the departing station.
They arrived an hour prior only to be handed a wristband and tickets. At no time did an agent ask them any question, not even what their name or address was, let alone anything that would determine suitability. When they went to the boarding area, the on board agent who met them was rude. They were taken on board and not even seated when the train left. Eventually they were given seats together and got settled. This was the last they would hear from any of the Amtrak employees for the next 7 hours of their train ride. They were left completely to their own defenses and fortunately were responsible enough to be able to go purchase food and help each other. I cannot understand why an 8 year old and 11 year old would not even be asked if they were okay for that amount of time.
[Amtrak] instructions for employees state that they are to call the adult meeting the child beforehand to make sure this person will be at the station. I never received a phone call from any employee. Upon arrival the Amtrak employee is to examine the identification and compare the signature to the identification presented. When the train arrived it was raining and the kids stepped off. There was an employee that had been on board that was helping customers off. I was standing right there to meet them. As soon as they ran over to give me a hug she started yelling at them to get back over to her, they would have to wait. I told her we could wait but that I wanted them to stand out of the rain which was maybe 5 feet away from her. She then snapped at me and said no, they are not allowed. I told the kids it was okay to wait with her but I moved over under the overhang anyway because I had a toddler with me.
As I turned around she screamed at me with an attitude and said cant you just sign this paper? That was the first mention of me signing anything so I said sure. I signed the paper and tried to ask if I needed to do anything else but she ignored me and walked away. I went to another employee that was outside and asked if I could go and they said yes. At no time did the employee that turned over my kids ask to see my identification or even ask my name. I had confirmed information inside 2 hours earlier (the train was delayed) but not with either of the employees that were outside in the unloading area. I see this as major concern and safety issue for my children. I could have been anyone and she didnt bother to do her job.
That really scares me that an employee would have such disregard for their care by leaving them alone on the train for more than 7 hours and for their safety by allowing them to leave with someone whom she never even asked their name. Needless to say my children did not make the return leg of the trip on Amtrak. I couldnt risk their safety by releasing them to [their] employees care. [Amtrak] policies and procedures need to be reviewed and enforced before something bad happens.
Safety and welfar of 2 children was put at risk.
Marilyn G. Carmichael of Buffalo, NY January 23, 2009
On Fri., Jan. 2009 my sister and I went to the Depew Train Station, a suburb of Buffalo, NY. We each had bought a round trip ticket on Amtrak's Empire Service from Buffalo to NYC. We were to leave at 9;35 am. and arrive at Penn Station in NYC at 7:25 pm. We recognize that the bitter cold weather would no doubt cause delays. However what happened, is that the train was late & we received NO PUBLIC ANNOUNCEMENT to that face. After a half hour I went up to the main desk area (behind glass) and was kept waiting by a clerk who was on her PC. I waited and waited and she never looked at me. I left the window, returned to my seat, and went back 15 min. later to complain to the mgr.
The station mgr. explained that the train was late, perhaps til around 12. 15 pm. and apologized for the lack of public announcement. He went out into the waiting area and then talked to every person which we appreciated. The train never came until 1:45 PM. Due to switching problems, an electrical fire, we never pulled into Penn Station until 2:30 AM on Saturday, believe it or not. We were outraged by the lack of communication at the station initially, on board the train later. Why I even had to call on my cell phone to AMTRAK for find out why we were standing still on the track 5 min. before arriving in Penn Station. We missed our Fri. eve events that we had planned, were exhausted the next day.
Lost tickets to events Fri. eve Jan. 23rd, exhaustion for our non-stop Sat. plans, walking in NYC in the middle of the night to our hotel. We ask for a refund of our tickets. Amtrak served the folks traveling that train so poorly, I was grievously disappointed.
Noopy of Castro Valley, CO January 21, 2009
On 1/17/09 at 2:17pm, I brought my three young kids to take our first train trip from Richmond to sacramento. According to Amtrak Transit Transfer information and the other passengers, we believed that we could buy tickets inside the train from the conductor. We had no problem to buy tickets when we got in from Richmond station.That train # was 734. The conductor changed us 42 without any extra change. Because I didn't decide which station I may off. So I throught I could buy tickets inside the train. (You know it was not easy if you had short period of time and brought 3 little one to run fast and buy tickets.)
We got into # 745 train in Sacramento at 4:40pm. The conductor told me she had to change me extra 50% because I bouhgt tickets inside the train. I showed her the information that I saw. It didn't say the passengers had to pay extra. She gave me to choose either paid for 80 for 3 or got off on the next station and bought ticket and waited for next train. I chose to get off. It was a very bad experience for me. If I paid for the extra that mean the total for our first train trip was 122. When we got off #745 train on Fairfield at 5:15pm. we were cold and hungry. The ticket machine was out of service! I tried to call the Amtrak number but it was just answering machine.
Finally, the train came at 6:17, we got in and bought tickets cost just 30. When I looked all the Amtrak information once again on page 3. I saw they said an additional service change may apply if your departure sation is an open staffed station. I am wounder: 1. they just say they may charge addition. they didn't say they will or must and how much? So they can not change us extra or less than 50% right! 2. In the same tcket & passenger information book pagr 5. They say tickets may also be purchased onboard from the conductor.
I understand I need to buy tickets. But I hope they write the information more clear. Even if I didn't buy tickets before onboard, they ccould just sell me tickets without extra change. Especially, I am not rich. This was our first time to bring my three little one to have fun. It was not very good to treat people like that. I will complain to the office. I hope that they will improve.
Noopy of Castro Valley, CO January 21, 2009
On 1/17/09 at 2:17pm, I brought my three young kids to take our first train trip from Richmond to sacramento. According to Amtrak Transit Transfer information and the other passengers, we believed that we could buy tickets inside the train from the conductor. We had no problem to buy tickets when we got in from Richmond station.That train # was 734. The conductor changed us 42 without any extra change. Because I didn't decide which station I may off. So I throught I could buy tickets inside the train. ( You know it was not easy if you had short period of time and brought 3 little one to run fast and buy tickets. )
We got into # 745 train in Sacramento at 4:40pm. The conductor told me she had to change me extra 50% because I bouhgt tickets inside the train. I showed her the information that I saw. It didn't say the passengers had to pay extra. She gave me to choose either paid for 80 for 3 or got off on the next station and bought ticket and waited for next train. I chose to get off. It was a very bad experience for me. If I paid for the extra that mean the total for our first train trip was 122.
When we got off #745 train on Fairfield at 5:15pm. we were cold and hungry. The ticket machine was out of service! I tried to call the Amtrak number but it was just answering machine. Finally, the train came at 6:17, we got in and bought tickets cost just 30. When I looked all the Amtrak information once again on page 3. I saw they said an additional service change may apply if your departure sation is an open staffed station. I am wounder: 1. they just say they may charge addition. they didn't say they will or must and how much? So they can not change us extra or less than 50% right! 2.In the same tcket & passenger information book pagr 5. They say tickets may also be purchased onboard from the conductor. I understand I need to buy tickets. But I hope 1.they write the information more clear. 2.Even if I didn't buy tickets before onboard, they ccould just sell me tickets without extra change. Especially, I am not rich. This was our first time to bring my three little one to have fun. It was not very good to treat people like that. I will complain to the office. I hope that they will improve. 2.
Bill of Glens Falls, NY January 15, 2009
They can't even run a rewards program properly. An agent in Saratoga Springs misspelled my name for an Amtrak Fort Edward-NYC roundtrip in late July 2008. As a result, my trip wasn't recorded for the Guest Rewards program when I checked a month later. Over the next 2 months, I submitted 3 Missing Points Requests online with no result. I emailed Amtrak in 10/08, provided the ticket number and dates, noting that my Guest Rewards number was on the tickets, and got a reply that after 6 weeks my points would be credited.
After that didn't happen, I called the Guest Rewards program in early Dec. and spoke to supervisor Julie, who took my ticket info (again) and said it would have to be recorded manually and take another 6 weeks. That hasn't happened, either.
I'm in two airline rewards programs and haven't had this problem. Since I can't get credit for using
Amtrak (this is the second time this happened), I'll be taking buses (more convenient and cheaper) and my car more frequently.
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