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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 ...

M of Hudson, NY December 12, 2008

I ride on Amtrak as a commuter each week between Hudson, NY and New York Penn Station. Even though I have found Amtrak to be consistently unreliable, and increasingly too expensive, I rely on this service. Last night, my passage (or lack thereof) from Penn Station back to Hudson was totally unacceptable. Though the weather conditions may have impacted the ride to some degree, it was far from the first technical failure on the part of the train service.

However, what exacerbated the difficult situation was how it was handled. We sat on the train with little information, and no satisfactory solution for several hours, culminating in reversing the train and sitting for a long period of time in the early hours of the morning. At about 4:30 AM, we left the train in Rhinecliff station, sat for another half hour; we were then offered a taxi. The driver taxied us unsafely along a dangerous roadway, finally arriving in Hudson at 5:30 am. Needless to say, my workday is compromised by the endurance of last nights fiasco.

Amtrak, should take responsibility for these kinds of unpleasant, damaging and remorseless inadequacies. I will continue to seek any possible opportunity for alternative to the derelict railway system operated by Amtrak, but it is unfortunate that I am transportation dependent. I sincerely hope that there is someone affiliated with the Amtrak service that will seriously consider the experiences of those of us that endure your below-grade performance and inflated ticket costs.

C. Bastoni of New York, NY December 10, 2008

12.10 Received an email announcing Northeast Sale offering 25% discounts. I looked at the routes on sale, selected mine. The sale email had said that the sale fare would be calculted/shown on the View Fare page. It wasn't only the full fare showed. Naturally, I did it again, assuming I had done something wrong. Much waiting, then same wrong result. So I called for Internet Support to make sure I was doing it all right/there wasn't any tech glitch. Only to be told that it was probably sold out. Fools!

First, they send an email blast to thousands of people when only tiny numbers of seats are available. Then, when they INSTANTLY sell out, thereby disappointing many thousands of people, they don't even have the common courtesy to post a prompt that says Sorry, sold out or some such acknowledgement. No respect for the time I wasted and the perplexity experienced. They are a witless company, behind the times and risking being rude in their absolute ignorance of web-based customer service protocol.

Regina of Santa Ana, CA December 6, 2008

On Nov. 28, 2008 my husband, who has had a stroke and has hemiparesis on the left side and has a scooter as walking is very difficult for him, my son who has Downs Syndrome and myself boarded train #796 - Reserved Coach, which was posted as a Senior/ADA car.

The train was late leaving LA and we were told to disembark quickly at our respective stations. When we left Anaheim Station (the one before Santa Ana) I collected our things and put them by the exit door. At Santa Ana we let a few other people off first as they could move quicker and then I gave my son a suitecase and told him to get off as I helped my husband off.

Just as my husband got his foot out the door the porter or conductor (which ever) hollered Board from upstairs and closed the door. I pulled my husband back, his cane was caught in the door, and the train left the station leaving my son on the platform by himself at about 11:30 PM.

My son is 30 years old, but he has Downs Syndorme and so is really only about the age of 7. I tried to get some attention and the man who took our tickets came down the stairs said Oh I didn't know you were on here He took our names and then told ME to go find the conductor and tell her, which I did. She was upstairs and three (3) cars down. When I found her I told her what was happening. She spoke into her communicator and said You'd better call someone, she's is quite upset Then she turned around and walked away.

I want back down to the car where my husband was still standing with another passenger supporting him and his cane still out the door. The Porter/Conductor was taking names of those around.

When we reached Irvine we disembarked with all our baggage. I asked how we were to get back to Santa Ana where our car was parked. Since it was about 11:50 PM by then everything was closed and no taxis were there. The porter/conductor just got back on the train without answering and the train left. I think an incident report may have been filed. I would like a copy of that and the names of those involved.

My son was very fearful and he is still somewhat traumatized.

Richard E Erickson of Santa Barbara, CA December 5, 2008

Made reservation on an Amtrak train trip from Santa Barbara, CA to Sandiego, CA on the 26th of November. It was a 'Reserved Seat Only' train. Business class was sold old and we (my wife and I) were put on 'Stand By'. At boarding time we were 'Upgraded to Business Class. The train had nine (9) cars and two (2) Conductors and had been OVERSOLD. Angry people everywhere. No seats. And only two Conductors to try and maintain peace and order. Yelling and screaming. Still, at every stop (many) more passengers boarded this Reserve Seat Only Train. No seats. Train #774.

Many will never ride Amtrak again. Our trip to San Diego was a nightmare. At 79, I'm glad I survived. Out tickets were numbered. Business Class. We will never travel or recommend travel on Amtrak again.

Anthony of New York,, NY November 29, 2008

On Nov. 28, 2008 my wife and I had the worst rail trip of our long lives. We traveled from Fredericksburg, VA to New York City on Train #80, The Carolinan. What a nightmare.

The Fredericksburg station is unattended. One depends on an ancient loudspealker to learn which of the two tracks the train will arrive on. Since no announcement was made before the 3:41 p.m. arrival time we followed rumors back and forth between the tracks. Finally a garbled announcement came that the train would arrive on Track 2. We then tugged our luggage back to Track 2. The train arrived an hour late but on Track 3. We, and a crowd of 20 or so, had to then scurry down a long ramp and up another to get back over to Track 3. Only one car of it was open.

So, a late train and misinformation provided us with one miserable experience. My wife and I are in our seventies. We did not realize that only Olympic athletes can board a train at Fredericksburg.

One more thing. My wife is ill today from standing outside for an hour and a half and racing back and forth between the two platforms because of the pitiful lack of clear communication. I want an answer as to whom is responsible and what redress will we be given.

Kathleen of Benicia, CA November 16, 2008

As I reported to you earlier this week, regarding my lost luggage. And how Coach USA said they have liability limits for luggage carried on the Amtrack buses. So I recieved a check for 250.00. Here's the icing on the cake, On back of the check where you endorce it with your signature, it is stamped with this: Endorsement of this check is a legal release and acceptance of the property under claim releases all carriers from further liability.

Is this legal? So I cant cash this check if I want to further try to recover money for the items lost by this company? Someone please help me. I am furious!

Kathleen of Benicia, CA November 12, 2008

I was traveling from Benicia,California to Los Angles,CA, to meet up with family. I Then made arrangments to fly out of LAX to Louieville, Kentucky to watch my son graduate from the Army Basic training. As we arrived in Bakersfeild to get off the train and board the bus, I was instructed that I could not carry on my medium peice of luggage on to the bus. I asked why and did not get an explination. In fact the bus driver Mr V was rude. The bus was less than half full. No one was sharing seats. So their was plenty of room for my luggage to fit in front of me or on the next seat like other customers had done.

When arriving in Van Nuys I asked the driver to retreive my luggage from the storage under the bus. His responce was it is not here. I was in tears. I ran inside the office and told the recptionist that the bus driver lost my luggage and he's leaving. Gail ran outside with me and told Mr V to open the storage again and look for the luggage. He did but he did it with a caviliar attitude. My family had arrived to pick me up from the bus stop. I explained to Gail that I was leaving at 4am the next morning. I informed her of all the items in the 1-piece of luggage that was missing. I told her I was on disability, and had all my medicine just filled before leaving for this trip. They totaled over 300.00. I had bought my son a AppleIpod -MP3 for his birthday. I have a recipt for the I pod as well as a recipt for the medicine. I packed my Make-up bag, 2 pair of shoes, New Clothes for my son to wear and brought his Rebel Cannon 35mm Camera so we could take pictures of this important event in all of our lives. Gail was nice ,but no one offered any fiancial assistance to help with replacing some of the medicine or my sons birthday present that I had saved for for three months. A report was filled out and I called every day while in Kentucky. When arriving back in LA still nothing ahd turned up.

This took place on Septyember 8,2008. It is now November 12,2008. I just got off the phone with Ms.G. I have been calling her every week regarding,this incident. Today finally she said the Office cut me a check for 250.00. I said you have got ot be kidding me!. She went on to say 250.00 is the maxium amount they can reimburse someone. I don't believe it. I have had to spend over 500.00 dollars to replace the medicine, and to buy some over the counter medicine to help me while I was out of state. Not to metion My sons I POD. A 300.00 investment. I got it for him so he can have music and movies while he's fighting in IRAQ. What about his clothes and his camerea? I am not a wealth person so what I have It means a lot to me.

This Amtrack company and Coach USA who I found out sub-contracts drivers for amtrack, Their a piece of work! I want to take them to court. I want to be reimbursed for my loss! They act like oh WELL Thats all we can do! I am not buying it. PLease inform me on what I can do to get reimbursed. And another thing all the suffering and stress, at one of the happiest times in my life Amtrack sure put a damper on it by the unprofessionalism of a company that was suppose to be caring for their clients. I wouldnt recommend them to anyone. I am not through with this issue.

Mary of Alexandria, VA November 4, 2008

I need help in dealing with Amtrak complaint; health, supervision, management, safety and disability issues on a 3 day train ride relocating elderly family member back east. I went the route of the unemotional letter and have only been able to speak with a rep twice. Never return my phone calls or respond to request to speak with 'deciding' individual. Cost me over 3000 to get back east from Arizona and riding on Amtrak for 3 days was like riding a 'port-o-let on wheels'.

My aunt was on oxygen 24/7, they did not put us in the handicap room as I requested on the first leg (32 hours) and the second leg (13 hours) put us in a handicap room when they knew the emergency attendant call button did not work. I found that out only when I had to use the call button in the middle of the night to get some assistance.

I can send you the letter of complaint that I sent them asking for credit of the accommodations, not our tickets. They take 3 months to only credit my card with 1/3 the cost and now will not respond to my calls to explain their decision or allow me opportunity to challenge their decision. I need help.

I paid for services that we did not receive nor have I been given full opportunity to challenge them. 15 different issues

James of Orefield, PA October 24, 2008

Told to arrive for the Auto Train @ 12 noon and I was there. Train scheduled to pull out at 4:00 PM, to arrive in Sanford Fl. @ 9:00 AM the following day (13th of October. Train was not there and came in 5 hours late. Then we were kept in suspense until we finally left at 9:45 PM to arrive in Sanford Fl at 230-300 pm the following day.

No seating and we stood for approx. 9 hours before we were allowed to board the train. The train was full and I would say that at least 85% of the waiting people were elderly, with canes, wheel chairs etc.

Customer service personnel would not even try to tell us what was going on or give us an approximate time that we would be leaving. It was later learned that a freight train had been in an accident with a vehicle, which is an understandable delay. My complaint is that whoever ran that terminal should have made provisions to feed the customers at least coffee while we waited. Night fall came and it got chilly and there were these elderly people, not dressed for the evening chill, cold and complaining.

At 8:30 at night they brought out some warm soda and warm water, and a small tray of Stale naccho chips for the people to eat. Having gotten chilly, I asked an attendant if they could at least let these elderly people on the train to get out of the cold and they would not. Once boarded they advised that they would not be serving the evening meal afterall. At approx. 10:45 PM they brought out sandwhiches in the Lounge car while now underway.

The problem is that those same elderly people were required to walk through the lenght of cars rocking back and forth (3-4), falling in peoples laps and holding on for dear life. Those attendants could have at least handed the sandwhiches out to the elderly while seated and showed a little customer service.

Consequences are that I lost one whole day of my vacation and missed a family reunion brunch, which is why was going to Fla. I can understand the delay as accidents happen, but you can imagine the rush of elderly people trying to scramble to get a sandwhich as most of these people hadn't eaten in hours. They even closed down the snack bar at 4:00 instead of keeping it open to accomodate their customers.

A lousy trip, lousy customer service and I will never ride that train again. Their advertisement makes it sound like a luxury ride when in reality it was terrible. At least 1/2 of the cost of that ride should have been returned to the passengers.

Steve of Covington, Ky, KY October 19, 2008

On October 17, 2008 an Amtrak train carrying 200 passengers from Chicago, Indy, Cincinnati, Huntington, W.Va. and stops in between to Washington, D.C. and beyond was delayed in the mountains near Prince, West Virginia because of a CSX derailment. Passengers were kept on the train for approximately 12 hours. Some of the younger, non-disabled passengers, me included, were permitted the opportunity to climb off the train for a smoke-break. (I am a non-smoker but after being kept in the train for that many hours....)

We were then required to get back on the train and kept for additional hours. Many of the passengers including scores of elderly, diabetics, some children and some disabled went with little food or water. The power was disconnected at various times throughout the ordeal which caused the toilets not to be able to be flushed. There was no cell service, no wi-fi or other way for passengers to contact the police, EMT's, family, friends, etc. When busses finally arrived, the crew abandoned the train, citing a federal law that prohibited them from working more than 12 consecutive hours.

The first person to board the first bus was the conductor of the car in which I was riding. The crew left many elderly and disabled passengers on the train to fend for themselves. Amtrak's conduct throughout the ordeal was disgraceful. More than just being disinterested and not helpful, many in the crew were openly hostile to the needs of the passengers. Disgraceful. I will never step foot on another Amtrak train. Never, never, never.

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