Amtrak

Amtrak
Richard H. Anderson
CEO & President
Amtrak
Re: Complaint #4594974
Dear Sir:
On May the 30, (my mother in law) Grandmother, a senior and her 10 year old minor, grandson was on Amtrak Train #86 which departed from Washington, D.C. - Union Station to New York -Penn Station.
They found a seat together at a 4 seater (two pairs of seats looking at each other) two cars behind the café car together.
For obvious reasons, they needed to sit together since a minor was being accompanied by his senior grandmother to New York City.
A conductor came and told them quite loudly and rudely to move since there were 3 adults that needed to be accommodated. Grandmother was surprised but packed up the belongings and moved towards the front of the car to find a seat for her and her grandchild. They passed the café car and were not able to find any seats together and walked all the way to the front car before finding another 4 seater looking at each other. They sat down. Then soonafter about the time they passed Philadephia, another Conductor came in and loudly told them again to move, that they needed to find seats elsewhere since those seats were only for a party of 3 or more. Grandmother was about to protest but the Conductor was very loud and yelling at her. She has seen enough videos of passengers on planes and other places getting manhandled or forced off and my son, her grandchild was frightened and alarmed, particularly when this was the second time.
Neither of these conductors offered to help them find seats and they were forced to sit separately. BTW, NO ONE, absolutely NO ONE sat in those seats all the way to New York City Penn Station.
The reason why I'm writing is because grandmother was embarrassed and alarmed and honestly did not know what to do. She was very very upset. Needless to say, her grandchild, my son was very upset as well, more so possibly then grandmother at the threat of someone yelling rudely and loudly at his grandmother.
I don't know if it is common practice on Amtrak to do this but SHAME ON YOU! A minor was separated from his guardian/grandmother. Have you never heard of kidnapping, sex trafficking, possible child molestation since he had to sit next to a stranger or if something else were to have happened? What kind of company does this? YOU ARE LIABLE and the public would definitely hold you LIABLE for allowing this!
I am truly appalled at this incident and it has upset all of our family and our friends as well. What kind of joke were these Conductors playing? Seemingly tag-teaming each other kicking out a minor and the guardian to accommodate adults the first time and NO ONE the second time?
SHAME ON YOU!
From what customer relations told us, there most likely will not be a resolution for us and that we will never hear an outcome or apology and from Guest Relations, we've heard this has happened before to one of your own employees and they could not excuse what happened and they said they didn't understand either. WHO WOULD?
What kind of employees are you hiring? This has never happened and if you check the rewards number involved in the complaint, you will find they travel quite often back and forth to New York City and back to Washington, D.C.
I am hoping this was a quirk and I expect an apology from Amtrak to Grandmother and grandchild encouraging them that they were not ever in harm's way. Because they were scared and they both felt threatened and were afraid of repercussions as your Conductors were both very loud, very rude and yelled.
A minor accompanied by his grandmother. Were you expecting said minor to sit alone? Again, I am truly livid and appalled.
It's a shame.
Jin Ah Longerbeam
(mother of grandson)

I was on Amtrak train 507, 6:10 pm May 29, Seattle King St Station to Vancouver, WA (VAN), car 5, a new car, with tan/brown coloring (as opposed to the old blue color scheme). I have used Amtrak for years (first ride 40+ years ago).

The seats in this car were brutally uncomfortable - no padding, no way to adjust the position of the seat back (there was a level that looked like it would, but pressing on it did nothing, some mean trick). The seat was so high up my feet didn't touch the floor. I tried putting my travel bag under my feet, and my feet barely touched that, so it did not at all relieve the pressure on the backs of my thighs & knees. When I told the conductor the seat was uncomfortable, he said, he knew, and added that these seats are smaller. I said, "I'm small and they weren't even comfortable for me." (I am 5'2" - not freakishly small, I should be able to touch the floor) He said, "Well they have more leg room" I said, "I noticed when my feet didn't reach the floor." He then said the car was a "European design". But I have ridden trains in Europe, long distance, subway and street cars, and never encountered such uncomfortable seats. He said that he wished the seats were the worse problem with these cars, but stopped himself and refused to elaborate - which makes me EXTREMELY concerned they may have safety issues.

When I went into the bathroom, I found that the grab bar was installed so low that it was across the toilet seat lid, so that lid could not be moved from an upright position, and could not be lowered before flushing the toilet (on a moving train - gross!)

At least 3 things need to be done: 1. The company(or companies) that designed and manufactured these cars must be held to account. The replacement of these seats must be at their expense. (In the meantime, the humane thing to do would be to put foot rests in these cars) 2. The grab bar/toilet seat lid situation must be addressed. 3. These cars should be investigated immediately for other more serious issues. Not that I think the seats aren't serious - it is unfair and unconscionable to cause paying customers PAIN - but I am deeply concerned after this discussion with the conductor yesterday about what other defects or dangers exist in these train cars.

I had a reservation # 33CA27. Train #0066. Fredericksburg VA to Washington D.C. on May 18th 2018.
Arrival time was to be at 7:57 pm. I parked my car in the VRE free parking lot next to a busy Irish Pub.
I headed to the train platform around 7pm. Once on the train platform, I noticed an alert from#1 Amtrak @ 6:56pm that train 0066 delayed est arrival now 8:56pm. The message added to pleas arrive 30 minutes prior to board train. Well I waited on the platform.
#2 Train 0066, delayed est arrival 9:06pm, arrive 30 minutes prior to departure
#3 Train 0066, delayed est arrival 9:35pm, arrive 30 minutes prior to departure.
#4 Train 0066, delayed est arrival 10:05pm, arrive 30minutes prior to departure.
#5 Train 0066, delayed est arrival 10:35pm, arrive 30 minutes prior to departure.
#6 Train 0066, delayed est arrival 11:05pm, arrive 30 minutes prior to departure.
#7 Train 0066, delayed est arrival 11:35pm, arrive 30 minutes prior to departure.
#8 Train 0066, delayed est arrival 12:05am, arrive 30 minutes prior to departure.
#9 Train 0066, delayed est arrival 12:35am, arrive 30 minutes prior to departure.
#10 Train 0066, delayed est arrival 1:05 am ""
#11 Train 0066, delayed est arrival 1:21am "'
I found out that a tree fall in a nearby city and work was needed to remove.
However, I still received Amtrak Alerts
#12 Train 0066, delayed est arrival 1:32am, arrive 30 minutes prior to departure.
At this point, I returned to my car and waited. I made a few calls to nearby friends who suggested I call police if I felt scared.
I made several trips from my car to the Fredericksburg train platform with my luggage in the RAIN. At this point, I was the only passenger boarding train # 0066.
The local bar had closed, leaving the area where I parked dark and desolate. As fear sat in, I called the non emergency city police dept.
#13 Train 0066, delayed est 1:56am, arrive 30 minutes prior to departure.
#14 Train 0066, delayed, est 2:21am" "
#15 Train 0066 delayed, est 2:36am," "
#16 Train 0066 delayed, est 3:16am
Police arrived and requested I move my vehicle to a available parking area nearest the Amtrak platform. I moved my car where the office suggested. Upon my return from out of town, I was welcomed with a $25 parking ticket (parking in a permitted area without a permit!
Train 0066 arrived at 3:45am

My request is to be compensated for train delay and to request that Amtrak info customers a realistic time frame for delays and not string us along. I was going to DC and did not want to travel in the inclement weather, I understand that mother nature had a major part in the delay. Tell me that it will take over 5 hrs and I'd make other arrangements.
Amtrak left me confused, exhausted, weak and scared

Your assistance in this matter will be mostly appreciated.

Desyree Hooper

I have never traveled via train before.
My trip was from sacramento to north dakota. I booked the trip on short notice. I was in coach and lower level (for disable peoples, like myself) for most of trip but was in a roomette for part of the trip.
My time in roomette was fantastic. Gregory the attendant was very courteous, efficient.
My time on coach was fair. My time in lower level was dreadful. The car was filth, black mold on the air vents. Difficult to get to food facility. After that time I understand how the lower class passengers of the titanic felt. I felt forgotten, in a unsafe position, disrespected and in general staff would prefer that I disappeared.
No food no drinking water. I was approached 3 time by pan handlers. I assume that many of my fellow traveler were homeless and were reaching out to any/everyone for help. One of my fellow passengers was caught smoking crake in the "lower level" bathrooms. She talked her way out of being kicked off train.
I am a 73 year old woman. I hope to never put myself in the position again.
If I travel via train.. It will only be in a sleeper or roomette.

My first time using Amtrak from airport Newark, NJ. Before I crossed over with attendant, I asked if there was a bathroom near the tracks, the attendant Terrill said yes downstairs near track. Well took escalator to track 5 and walked into room to use restroom and it was closed. I asked the janitor and he said you have to go upstairs as that bathroom closes at 10 pm. So, I walked up 50 steps and went thru and used the restroom. I notified Terrill that they did have restrooms, however, they close at 10 pm, he shrugged his shoulders. Bad bad customer service, people in NJ are not service oriented people.

I checked in my luggage and went outside. I came into the station at 8:35 am and was told the train was broading and where to go. I rushed down to the platform and the lady said the train was getting ready to leave. She asked me what was the train number it was. I said I think it's 20 she said that was on the other side. I told her I was going to DC. She said train 20 was on the other side again. I ride the train a lot to DC because my daughter and grandchildren live in Maryland. This has never happened before. I am disabled and have worked in Customer Service for 35 years. I would have asked to see the ticket. If I was white I bet she would have. I went back to the desk and the guy said the next train leaves at 3:44am. My daughter graduates from The George Washington University getting her 2nd masters degree. She has events on Friday, Saturday and Sunday that's why I was leaving today. The customer relations rep Caroline made it sound like it was my fault. I told her if the train person, knowing I was not sure of the train number asked to see my e-ticket I had pulled up on my phone she could have comfirmed the train number. I normally ride the 3:44am train. If you look up my record you would see u ride the train a lot backwards and forwards to DC. Like I said I have worked in Customer Service for over 35 years and this is the first time I feel like i have been mistreated. I will forward this email to the CEO of Amtrak because. I am very upset and angry.

Every seat /table space was taken by computer users as if the Cafe car tables were their office. I could not find an open seat. I do not think I or any passenger should have to negotiate with other passengers for a spot to sit and eat...that can lead to conflict.

Suggestion...Conductors and cafe personnel should bre required to enforce a POSTED rule that the tables are for eating or drinking that bought in the cafe car. the cafe car is not a second unpaid for seat and it is not your office space .

I see this expropriation of the cafe car on EVERY AMTRAK train I have ever ridden. UNACCEPTABLE.

I am Maryland resident and recently traveled to New York City on 3/19/2018 via Amtrak, and would be continued to Boston on 3/21/2018 for an interview on 3/22/2018 afternoon. I purchased airplane ticket flying back to DC after the interview on 3/22. Unfortunately, my 3/21 Amtrak train was canceled. I rescheduled the train to 3/22 morning. However, my 3/22 train was canceled again. Since I had no opportunity to catch up my interview on 3/22, there was no need for me to go to Boston, so I had to re-reschedule my trip back to Maryland on 3/22 late night.

What I complaining here is about an Amtrak agent I worked with on 3/22 in rescheduling my trip back to Maryland. The agent treated me very impatient and rudely: first she refused to reschedule my trip back to Maryland because I changed the destination. I explained to her that due to the Amtrack's back-to-back cancellation that 100% abolished my Boston trip, I don't need to go to Boston but go back to Maryland. Second, she insisted that I need to pay the charge for the difference (172 Amtrack award points). I asked if she could be so kind as to waiver the 172-point charge since this amtrak's back-to-back cancellation had made me pay one extra night hotel cost in NYC and my pre-purchased airplane ticket from Boston to Maryland which is non-refundable. The agent rudely denied my request saying that the cancellation was not Amtrak's fault. Come on, I had paid extra couple hundred dollars for the Boston trip due to the back-to-back cancellation, and 172 Amtrak Award points are less than $5 in value, why not Amtrak be responsible for this little cost for the cancellations, even after a customer requested for this? During the process, the agent put me in waiting for 5-6 times without an explanation! I purchased for Amtrak's services, but what I received was my trip was abolished, I had to pay extra money for nothing, and I was treated as problematic instead of a customer. I kept calm and asked the agent if I could talk to her supervisor, but she rejected my request again. The agent's rudeness, impatientness, unprofessionalism, and unethical behavior seriously hurt me as a loyal Amtrak customer.

I request a refund for my abolished Boston trip.

I was on a return trip on the Silver Meteor 97, leaving DC on Nov 25 and arriving Nov 26 in Deerfield Beach, Fl. I checked in my RED suitcase at the DC station and to be pick up at my destination in Florida. Upon my arrival the suitcase was not there. I spoke with the employee, Orlando Sr, who had the luggage from the train. There was only one suitcase and it was BLACK. He stated that the Deerfield station does not check in luggage. I told him that I checked it in DC and was told it would be in Deerfield Beach. He politely told me he would check again but the train was already pulling out. I was told that if I had a tag/ID on the suitcase it would not have been lost. I explained to him that I did do this but he asked it I wanted to check the BLACK bag to see if it was mine? He ask to see my luggage receipt and I showed him, then he would not give the receipt back to me. He kept asking me to open the BLACK suitcase to see if it was my items in this suitcase? No one at the station was claiming the BLACK bag. So he proceeded to open the suitcase and lo and behold, all my clothing and shoes were in the black suitcase. And then all of a sudden my hand written tag that I filled out in the beginning of the trip was in his hand and stating that this tag was on the suitcase. At first he said there was not a tag/ID on the suitcase. My RED suitcase was locked before the trip and maybe someone thought there valuables or wanted the RED suitcase, I don't know.
I wish to be compensated for the thief of my luggage due to the fact that it is part of a match set. And the cost of dry cleaning all my clothes that were in the old dirty black bag. I do not know what was in the suitcase prior to someone throwing my belongings in it. I had 5 pairs of slacks, 3 sweaters, 4 shirts, 1 small jacket and other various personal belongings.

Me and my son went to go pick up younger brother in st Louis I was told by the food trailer conductor I could not warm my food r my sons because it was not allowed unless I was buying food from Amtrak which is too expensive for me I am on a fixed income and cannot afford their food.I don't think it is unfair to deny passengers a chance to warm food for me r my kids the conductor was very rude and not nice

Board amtrak in fullerton — a big robust gal hates some passengers. She has them thrown off the amtrak trains in the city of la j
Juanta colorado by telling lies about passengers. When train leaves la juanta — conductor and train attendants — laugh at their customers they have had removed. There is reverse discrimination going on here. Do not take this amtrak train
The crews hate the passengers that are of caucasian race. The amtrak ceo's do not want to hear this but it is true and they do nothing about any of their investigations of what goes on in side some of these traveling trains.

Let me start by saying I will never use amtrak again! Ever! What a horrible experience! First I had to park about a mile away and walk in 5 degree weather to get to the station - then the escalator is broken so everyone boarding my train had to walk down an outdoor staircase in the cold to get to the platform - and then no heat on the train either leaving or returning! On my return trip we were supposed to arrive back in albany at 7pm... We didn't get back until a few minutes before 8pm because for someone unbeknownst reason the train just stopped outside of albany and sat on the tracks for 45 minutes! Mind you, this whole time we were sitting there freezing - and no exaggeration here, I couldn't feel my toes for about two hours of the ride! Funny how two other people i've spoken with about this said they had had a similar experience and would never take amtrak again either! I can't believe anyone would utilize their services when there are clearly other transportation options.

I traveled from Springfield, IL to Milwaukee, WI in June. There were a number of issues with the trip, but here's my main complaint:

During the train portion of our trip, I visited the dining car with two other friends. I bought yogurt and a muffin, paid with a debit card. I wasn't given a receipt, and didn't think to ask for one since I was TOLD the charge would be for around $6.50. I also purchased a water, separately, with cash.

When I reached my room that night, I checked my bank account to verify the amount I would have for shopping the next night. To my surprise I noticed a $65 transaction from the Amtrak Cafe! I was shocked. I had purchased my ticket more than a month ago, and hadn't charged anything else at/on Amtrak that day, so I knew the charge had to be for my muffin.

I called Amtrak the next day, and was transferred from one department to another. I finally got a person who could help, and was told some BS story about how they don't handle refunds there, but she would forward my complaint to their refund department, and see what they said. She called me back the next day and said that they were going to look into it, and that it could take up to 20 DAYS to get my refund. Note that this was a debit card transaction, so it was my cash that they had, not credit. I had put a specific amount of money into my account for this trip. Because of this $65 charge, I ended up overdrafting. I was charged almost $70 in overdraft fees.

I contacted my bank (Chase) and explained the situation. They were nice about it, and immediately refunded all the overdraft fees, and I deposited some of the cash I had on hand to bring my account back to a positive balance. This wiped out all but my emergency funds for my trip. I had my husband transfer money from another account so that I had enough money on hand to eat.

Two days after I returned to Springfield, I received a call at 8 AM informing me that Amtrak had no records of the transaction, and therefore couldn't refund any money. They recommended I report it as a fraudulent transaction to my bank. I thought this was ridiculous, but followed the CS rep's (the same one I had dealt with from the beginning) suggestion and reported the transaction through the Chase fraud department.

Today (July 31st), well over a month past when I reported this to Chase, and almost two months since the original issue, I was informed by Chase that Amtrak provided documentation proving that this was not a fraudulent charge. Apparently it's only fraud if you never had any contact what-so-ever with the merchant. This the the SAME paperwork that they 'couldn't find' that required me to report the claim as fraud in the first place!

I'm furious. How the HELL did I get charged $65 for a MUFFIN, and why can't I get a refund?!

Train Trip to Hell.
Message: On Aug 23rd I took a trip from Redmond OR to LA Ca. two days before my departure, reservation # 66B1B. a Debbie from Amtrak cs called to tell me my seating may have been booked wrong and I may or my service dog, may not have a seat reserved... (even though I booked and paid for this months ago and had received my tickets and called and double checked reservation...) She called back later to tell me every thing is ok.. and I would have no problems. why did she just not take care of this instead of worrying me and those who this affected? There were so many problems this trip, I will just list problems not in a story mode. So it won't read easy however there were so many problems that this will be easiest. I got to the train station in Chemult oregon ( you bussed me from Redmond to Chemult) and caught the train. Things went great, service was awesome, air condition broke, so we roasted...literally as there are no windows to open for fresh air even.. We were told sorry if we turn on your ac the upstairs gets too cold, if we turn it off, you roast, they let us roast. they did open the car door but bathrooms do not smell nice and the noise from slamming doors from passengers at all hours, No wifi like we were told. but conductor announced stops and when ok to get off and commentated on scenery. It was great. then in San Diego we hit a person on the tracks, that delayed us 3 hours. It was at this time we were told there were vips on the train and they may be coming around to see how service is ( which explained the great ride and service up to that point) unfortunately they got off the train and it was obvious... we were delayed another 1.5 hours making us over 5 hours late into la. ( I do not hold the suicide as amtraks fault but the additional 1.5 hours of delay definitely was ( twice we were stopped for another amtrak train announced, and once delayed for inspection.) I guess amtrak felt we were already so late what did it matter if we were later? Not happy!

Then I returned on Sept 3rd that trip was a nightmare! To start with they tried separating me from my service dog. Several employees were rude to me about my dog making comments to other passengers. I said NO! you are not separating us.. ( which is illegal amtrak ada would be very interested in this.) then they told all to take a seat. I did and took a seat that had plenty of floor space for my service dog, faced the direction train was moving so I would not get sick, the car attendant came up to me and rudely said, cover the seat with a blanket if your dog gets on it, I said she is trained to stay on the floor, close but out of the way.(I found out later why he said that) He left. the air conditioning did not work again. so they left the car door open and unfortunately the bathrooms were close. the chemicals from the toilets literally burned my eyes..I have a medical condition which causes severe chemical sensitivities, let alone the smoking in the bathroom made breathing difficult. the constant noise from the slamming of doors was ridiculous! Our attendants were not that observant, nor did they come down very often. the attendants and others used our cabin at stops to put extra luggage in so if we had an emergency the disabled cabin door would have been blocked by fallen luggage and we would have been trapped inside car. The conductor did not announce smoke stops ( I do not smoke however that is the only times I can take my service dog out to do her business)about 12:30am at Sacramento our cabin attendant came in and ordered me to move to seat 81 and 82 which was so small you could not stretch out your legs literally only knee room, and my service dog could not fit between seat and wall laying down let alone sitting up ( it was facing wall)so she had to sit on the seat which took up most of both seats ( as she is trained to lay down out of the way) so I had to literally put my legs on her and with ac out that made it hotter and very dangerous as I could not get out of my seat hardly, others had to help me out as I had to sit on my dog to get out. - it was like time out punishment in a corner. Those should NOT be seats! I asked why as there were 4 other people in the car that had two seats for one person and plenty of floor space.. He made me move anyway. he did offer to turn the seat around but there was lots of luggage in that space so I would have had to deal with that and still had no floor space, and ride backwards. the other people laid down on two seats and went to sleep, including the lady that he gave my seat to. After he left, I got up with help pulling me up on top of my dog and stood or sat on stairs to upstairs in the on off door space until 2:30 am when another woman attendant came down. I told her look where me and my dog were "seated" we can not fit. She went inside, shook her head and woke everyone up to move us around giving me a seat this time where I had to ride backwards ( my original seat I did not because I get severe motion sickness and backwards riding does not help at all.) He put a Kathy H. in this small seat, she too is filing a complaint. the woman who took my seat apologized I told her I did not want kicked out in the middle of the night as amtrak has done if a person complains too much. she said I should not have moved. this cabin door had still not been fixed so the smell of urine and feces was overwhelming at this point . and the door open constantly allowed the mothers with screaming kids to come downstairs and into our cabin and let the kids scream and any one who wanted downstairs for what ever reason to be in the disabled car, many other women were not happy about this esp when men who caused problems and said things came in. finally door fixed then broke again, others came in and once the attendant said a man who was not disabled, could not sit there he said one more stop two hours away so he let him stay, this guy got up and tugged on door one of the other women shouted at him to leave it alone.. where was the attendant? he really busted the door now again trying to get it to close. they finally got it to close but by then the smell was so bad it made no difference, feces and urine, horrid! I could not even order food. ( which when we ordered yesterday the attendant after telling us not to forget his $10 tip, informed us the menu prices were not correct, I said that was your tip sorry... when we were not charged the menu price. Also one of the other passengers who had a wheelchair, not only got front row room for his chair but got two front facing seats to sit in on the trip, he informed me he was going from Sacramento ca to Birmingham Alabama in a sleeper car for 3 nights for $361.00 I got told for one night from oregon to ca $601.00 he showed me his ticket so verified it. he also got an additional 15% discount off his disabled ticket for having a public disabled pass ( which I also have) but I was not given and additional discount. Why the huge difference? 601.00 is ridiculous for a roomette he got a handicap room... and all his meals included. Also amtrak is supposed to give me reward points for all my train trips I have NEVER got mine and emailed numerous times still nothing or no response.

Comp a ride from redmond oregon to la calif any time of my choosing in a handicap sleeper car... and give me the reward points I have earned.. what is sad I have many people who wanted to take a train ride cross country and were waiting for me to share my experience... you loose amtrak.,

I could not put this in a time frame (bullets) as it was whole trip!

amtrak
cooperate human resources
washington union station
60 massachusetts ave ne second floor
washington dc, 20002
[protected]

[protected]

Amtrak Texas eagle is a complete joke, train both ways were hours late, food was terrible, staff were typical government employees, lazy with attitude. Train smelled of chemical toilet, I spent more than a plane fare to try the train and never again! I am a veteran, but the only way to get the veterans fare was to join a for profit organization called "veterans advantage" for $60. dollars. What a joke, don't do me any favors! We should stop funding this waste! of course it is governments job to waste our money isn't it?

I travelled on train 94 from Newport News to Philadelphia on April 11, 2011and found the cafe car operator very rude and ill prepared. It's a seven hour trip so I was on long enough for breakfast and lunch. She had no toaster or it wasn't working to toast my bagel. She was unapologetic and her attitude sucked. She acted like she was annoyed with me for asking. When I went back later for lunch the item I asked for wasn't available and neither was about 75% of the menu. How could you possibly not have lunch menu items at lunch time? Since there were no sandwiches I thought I'd have a soda and chips to hold me over until I got home. I asked for a diet coke and she threw a diet pepsi on the counter. I told her I wanted a diet coke and she said, again with no apology. "we don't sell coke products". By this time I'm fed up with her and said well I don, t want that. Do you have water? I didn't notice a name tag but I'm sure I provided enough info for her to be identified. There are a lot of people out of work so I'm sure she can be replaced. Maybe she could find something NOT in the service industry.

On March 3rd 12:56pm EST, I booked tickets online for a trip with Amtrak.
I realized I made an error in the dates and on March 3rd 2:39pm EST (1 hr and 43 minutes later), I called to have those dates changed.
New dates resulted in a new price (lower). I was told by the person on the phone that I would be charged the new amount and sent the correct tickets. I know this because I asked specifically.

On March 4, Fed Ex attempted to delivery my tickets. When I received the envelope (March 8), they were the wrong tickets and (after checking my bank account) I was charged the wrong amount.
I called Amtrak, spoke with 5 people, including Customer Relations.
They essentially said that the only way for me to get my money bank (difference between original booking and new booking) and get correct tickets is to:
1) go to the train station now or wait for my trip and hand in the old tickets and get the new and my money back
2) send the tickets I have back at my own expense

I told Amtrak this was unacceptable. I am not near the train station and would like my money back before my trip. I also felt that I should not have to send them back at a cost to me, as I was given (evidently) the wrong information by the person who changed my reservation.

I was told, in no uncertain terms, that Amtrak would not issue me a pre-paid envelope or provide me with a shipping account number. I was told I could mail them back with a stamp, but without delivery confirmation, there's no guarantee they'd receive them.

I suggested that Amtrak refund me the $15 charge for sending me the tickets. I thought this was a good compromise. I was then told they won't do that because, you know, they DID mail me the tickets (even though I did not think they would be mailing me the wrong ones).

Understanding this may have boiled down to a communication error on the part of the Amtrak employee who changed my reservation, I thought that the $15 fee refunded to me was a reasonable request and would allow me to then take that money and mail back the wrong tickets.

Alas, I have been told by everyone I've talked to that they won't do it, and that going to the train station (thereby leaving me out that extra money for a while) or mailing the tickets at my expense are my ONLY options.

I was told by Brandy in Customer Relations that I was free to call the corporate office if I so desired. Which I did. I left messages with Joseph Boardman (CEO/President) and Matthew Hardison (Chief, Sales Distribution and Customer Service). But I was also told by someone else in the corporate office (when I attempted to reach HR) that Amtrak was never going to part with their money.

Really? Such a small amount to make a customer happy?
And really now, this is sort of an issue about principle. Shame on you, Amtrak.

It's unbelievable to me. And me, a long time Amtrak customer. Maybe not for long?

I strongly feel Amtrak should be DEFUNDED IMMEDIATLEY. There should be little loss. If there is true need for train service a private company will come along. I have used Amtrak with horrible experinces. Employees are down right mean and lazy. There is NO customer relations at all. They do not give a damn about customers since it is Governemnt run service.