The National Railroad Passenger Corporation, doing business as Amtrak, is a passenger railroad service that provides medium and long-distance intercity rail service in the contiguous United States and to three Canadian provinces.
How to reach a person at Amtrak
Main: (202) 906-3000
Customer service: (800) 872-7245
International: (215) 856-7924
Amtrak Responsiveness rating
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What you need to know about Amtrak
We’ve received a fair number of complaints about Amtrak. Here’s one recent refund issue, a case where Amtrak accidentally canceled a ticket, and, of course, a forced downgrade. There was also that time where Amtrak left passengers stranded and refused to issue a refund. The latest case? Yet another refund problem.
- Amtrak’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Amtrak with our insider guide or through our executive contacts.
- Amtrak’s customer service policies are standard. Here are our frequently asked questions about Amtrak.
Amtrak customer service response times
| Phone support | Available 24/7. Call . |
| Email support | Replies typically within 24 to 48 hours. |
| Live chat support | Live chat support is available on amtrak.com. |
| Social media | Amtrak is available on social media channels such as X and Facebook. Access Amtrak social media platforms here. |
| Help center/FAQ | Help center is available on amtrak.com. |
How to resolve a problem with Amtrak
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Amtrak mailing address
60 Massachusetts Ave NE
Washington, DC 20002-4285
Amtrak loyalty program
Amtrak’s loyalty program, Amtrak Guest Rewards, rewards members with 2 points per dollar spent on train travel, with bonus points for Business Class (25% extra) and Acela First Class (50% extra). Points can be redeemed for free trips or via the “Points & Cash” option, and the program also offers elite status tiers with perks like upgrades and lounge access. With over 20 million members, it also includes a co-branded Mastercard for earning points on everyday purchases.
Amtrak social media channels
Amtrak executive customer service contacts
Primary Contact
Sean McDonough
Amtrak Customer Relations Specialist
60 Massachusetts Ave NE
Washington, DC 20002-4285
sean.mcdonough@amtrak.com
Secondary Contact
Gerhard Williams
Executive Vice President, Service Delivery and Operations
60 Massachusetts Ave NE
Washington, DC 20002-4285
gerhard.williams@amtrak.com
President
Roger Harris
President
60 Massachusetts Ave NE
Washington, DC 20002-4285
roger.harris@amtrak.com
Amtrak customer service policies
What is Amtrak's privacy policy?
Amtrak collects personal data from customers through its websites, mobile apps, and other communications, and applies special privacy practices for Amtrak Guest Rewards members. The policy covers how data is used, shared with third parties, and outlines rights for specific groups including EU/EEA/UK users, California residents, and children. Amtrak may update the policy periodically, so users are encouraged to check it regularly. You can read the full policy at amtrak.com/privacy-policy.
What are Amtrak's terms of use?
Amtrak’s terms of use (last updated March 5, 2025) govern the relationship between Amtrak and visitors to its website and services — by using the site, you agree to be bound by these terms. It also includes a binding Arbitration Agreement, which requires that any disputes with Amtrak be resolved on an individual basis through arbitration rather than through a court or jury trial. You can read the full terms at amtrak.com/web-notices-terms-of-use.
Amtrak self-service links
How do I cancel my reservation and get a refund?
You can cancel online by logging into your Amtrak account and clicking “cancel trip,” or as a guest by selecting “modify trip” and entering your reservation number. Cancellation fees may apply and not all tickets are eligible.
How do I change my reservation?
You can change your travel dates, times, or seating through Amtrak.com or the Amtrak app. Amtrak doesn’t charge a ticket change fee, though a fare difference may apply.
How do I check my train status?
You can check real-time train status on Amtrak.com by clicking train status in the top bar, or via the Amtrak app by searching by train number or station.
What is Amtrak's baggage policy?
Each traveller may bring one personal item and two carry-on bags (size/weight limits apply), and can check up to four bags — the first two are free, with additional bags charged at $20 each.
What is Amtrak's customer service contact information for international passengers?
Send email to INTLHELP@amtrak.com or call (215) 856-7924.
How do I change the date of my reservation?
Here’s how you can change your Amtrak reservation:
- Go to the official Amtrak website and log in to your Amtrak account. If you don’t have one, you can easily create it by giving your personal information.
- Find the “manage reservations” page and select the reservation you want to change.
- Click on “change reservation” or a similar option.
- Make the necessary changes to your reservation.
- You can also change your reservation through the Amtrak app. On the app Home screen, you’ll see your upcoming travel listed. Tap “Trip Tools”, then select “Modify Reservation”. Enter your reservation number and details, then tap “Change Trip”.
Talk to an agent in the station, or call 1-800-USA-RAIL or (800) 872-7245.
Can I bring my pet on Amtrak?
Yes, you can take your small dog or cat on Amtrak if you follow these rules:
- Your pet has to be a small dog or cat.
- The total weight of your pet and its carrier can’t be more than 20 pounds.
- You can bring your pet on trips that last up to seven hours on most routes.
- You’ll have to pay a small fee for bringing your pet.
- Your pet should be at least eight weeks old.
- Keep your pet inside its carrier while you’re in stations and on the train.
- Only one pet per passenger is allowed.
How do I contact Amtrak customer service?
Call (800) 872-7245 or email customer_relations@amtrak.com.
Does Amtrak customer service have an online chat service?
Yes, click here for the online chat form.
How to get professional help with your Amtrak problem
If you need help with Amtrak, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
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