in this case
- How a simple refund request for a canceled train became a customer service headache for John deCastro.
- Why Amtrak’s silence on a refund request left a passenger waiting months for his $53.
- The steps deCastro took to get his refund and why his perfect paper trail still wasn’t enough to get a response from Amtrak.
When Amtrak cancels John deCastro’s train from Boston to Baltimore, he asks for a refund. But there’s another ticket involved — and Amtrak isn’t responding.
Question
I recently tried to change an Amtrak ticket from Boston to Baltimore. I couldn’t find a way to do it online, and Amtrak’s online chat was of no help. When I reached the call center I found out that the train was canceled.
An Amtrak agent told me that they could not change my train reservation but didn’t mention that my train had been canceled.
Now I am trying to apply all or part of my reservation to the cost of a new ticket. I bought a new ticket for $127 online. The original fare was $74.
An Amtrak agent suggested I should ask for a refund of the difference between the rail fares.
Given that Amtrak canceled the original reservation, I think I am owed a refund of $53. I asked Amtrak, and it has not responded. I escalated my request in writing to one of the executive contacts on your consumer advocacy website but have heard nothing. Can you help me? — John deCastro, San Francisco
Answer
This should have been two simple transactions. Amtrak canceled your first train from Boston to Baltimore. You should have received a full refund for that. And transaction number two? You buy a new ticket.
Instead, Amtrak combined these into one problem, turning it into a complex case that involved a cancellation and a credit. Oh boy.
Have you ever had a simple refund request turn into a complicated problem with a travel company? What’s your experience with Amtrak’s customer service and website been like?
And should a company’s website be so confusing that it needs a “how-to” guide to perform a simple task like changing a ticket?
Share your story in the comments.
Here’s the confusing part. It’s not entirely clear if you tried to change your ticket before Amtrak canceled it or afterward. If you did it before, then cancellation penalties might apply and you could lose part or all of your ticket credit. If, however, Amtrak canceled before you did, then you should have received a full refund or Amtrak would have rebooked you on another train without you having to buy a new ticket. (Related: Why is Amtrak always so late?)
You followed all the right steps for resolving this, including keeping a paper trail and appealing to one of the executive contacts for Amtrak that I list on my consumer advocacy site, Elliott.org. Someone from Amtrak should have responded and straightened this out. The easiest fix would have been to just refund your first ticket. (Related: This $1,200 Amtrak ticket vanished into thin air. Was she scammed?)
By the way, you are not the first reader who has complained about Amtrak’s site. Amtrak has a step-by-step guide on changing your reservation on its site. Next time you have to change your ticket, you might want to check it out. My inner consumer advocate says such a guide should not be necessary. It should be obvious how to change your ticket.
You reached out to my advocacy team and I contacted Amtrak on your behalf. The company refunded your $53.
What to do when your train is canceled
A simple guide to getting the refund you’re owed
1. Know the golden rule
If the company cancels your train, you are entitled to a full refund to your original form of payment. Not a credit. A refund.
2. Take immediate action
- Confirm the cancellation in writing (email).
- Formally request a refund, not a credit.
- Don’t make changes to the booking yourself.
3. If they offer a credit
Politely but firmly decline. State: “Since the service was canceled by the company, I am requesting a full refund as required.”
4. If they go silent
- Escalate your request to an executive.
- File a credit card dispute for services not rendered.
- Contact a consumer advocate for help.
Need to contact Amtrak?
We publish the names, numbers, and email addresses of the customer service executives. Get Amtrak contacts
About this story
We’ve seen a few more Amtrak cases through our nonprofit organization. Hopefully, this is just a little blip before the holiday travel season. Christopher Elliott researched, wrote and fact-checked this story. Dwayne Coward and Mel Smith assisted with advocacy. Andy Smith and his team edited and Dustin Elliott created the artwork.
