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Amtrak Complaint - Poor communication between Amtrak Vacations and Amtrak resulted in canceled trip, and loss of money - Amtrak Vacations
Amtrak Complaint

Amtrak Complaint

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Poor communication between Amtrak Vacations and Amtrak resulted in canceled trip, and loss of money - Amtrak Vacations


I use Amtrak a lot for short trips between D.C. and NYC, so I thought booking a longer trip would be fun. In March, I booked a trip from D.C. to Orlando Florida which included a roomette and hotel in Orlando for my mother and I (mother's day gift). I booked the trip entirely online, and when I realized the date I booked would not work - I quickly called Amtrak and had them switch the days. The agent on the phone told me that everything was changed, and charged me extra because of the switch - which I agreed to.

The Friday before the trip, I called the hotel in Orlando to verify location and local transportation/restaurants, and was told that I did not have a reservation and that the reservation I had had already passed! Basically Amtrak never moved my reservation!! So here I was with no hotel. I spend the better part of my weekend talking to Amtrak to get the issue resolved, and was passed around to 10 different people from both Amtrak and Amtrak Vacations. I found out that both entities are separate from one another (the website does not make this clear) and that somehow an associate from Amtrak was able to move my train - Amtrak Vacations does not know how this could have happened.

Naturally I wanted (and still want) my money back. On Monday I was able to talk to customer relations, the lady told me that it was Amtrak's policy that my money can only be returned to a voucher - and she did it automatically. I am not pleased. I didn't cancel the trip because I suddenly didn't want to go, I canceled it because I did not have a hotel!!! Because had I not called the hotel, I would have been stuck in Florida with my mother and no place to stay! No one in Amtrak understood the gravity of this problem - and all I kept getting was "this is our policy." I accepted the voucher solely because there was no other way. The days my mother and I took off of work - completely lost, and the money there lost as well.

In addition, they transferred me to Orbitz..who was able to give me partial money back for the lost hotel dates. By the way this was also not their fault. Everything is Amtrak's fault, and the poor communication they have with the customer, and with one another.


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