November 1st, 2006

nova

Unacceptable Amtrak reply

You may remember our nightmare Amtrak ride where we arrived six and a half hours late and the letter I sent them. Well, they replied:


Dear Mr. Smith:

Thank you for taking the time to contact Amtrak Customer Relations Office about your concerns. We apologize that our services did not meet your expectations, and disappointed that you experienced a delay while traveling with us. We are working hard on a number of fronts to improve our ability to run on schedule. In spite of our best efforts, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. Please accept our most sincere apologies for your inconvenience.

Amtrak's policy is not to offer refunds when transportation is provided and accommodations are occupied, or monetary compensation for delays, inconvenience or expense.

We would very much like to have the opportunity to serve you again under better circumstances. I realize that you do not wish to use a Travel Certificate being that you live in Germany, however, should you change your mind, the Certificate in the amount of $100.00 will be held on file for you for one year. Should you not be able to use this Certificate, I would be willing to transfer the name on the certificate up to one time for another family member residing in the United States. To use it, please call 1-800-USA-RAIL and ask to speak with a Customer Relations Representative. It would be helpful if you refer to file number xxxxxxx. Kindly refer to the reverse side for an explanation of how it may be used.

Once again, thank you for writing. We look forward to the privilege of serving you in the future.

Sincerely,

xxxxxxxx xxxxxxxx
Customer Relations


Ok, first of all, after what we went through, we still deserve a full refund, not a certificate we can't use. Secondly, the reverse side of the letter is blank. Nice. So, how do you recommend we fight this? I know some international journalists... Anyway, thanks for your help.