Amtrak is dedicated to providing its customers with a high-quality travel experience both in stations and on board. Understanding how to effectively contact Amtrak can enhance your journey. This guide provides comprehensive information on how to reach Amtrak for various needs, including customer relations, accessibility assistance, and data privacy inquiries.
Customer Relations and General Inquiries
Have a question, suggestion, or concern? Amtrak is here to help you. To get you to your destination safely and promptly, Amtrak aims to provide high-quality, safe, on-time service that exceeds customer expectations.
If you have any questions, suggestions, or concerns, Amtrak offers several ways to get in touch:
- TTY/TDD: Dial 711 to engage a Telephone Relay Service operator.
Notifications and Updates
Amtrak prides itself on having an efficient travel process, but unfortunately, things happen. In cases of events beyond our control, Amtrak may cancel, terminate, divert, postpone, or delay any service without notice.
- Amtrak will provide everyone with an active reservation timely notification and updates of delays and cancellations using the contact information provided when booking.
- Notification will also be provided via public address system status announcements and information on display screens at affected stations.
During significant disruptions, whenever possible, Amtrak will source alternate transportation for connecting customers and extend station hours to ensure you can continue to your destination. Outside of the Northeast Corridor, Amtrak trains operate on tracks owned by freight railroad companies, which may result in delays that are outside Amtrak’s control.
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The Customer Relations team monitors for significant delays and reaches out to affected customers for re-accommodation. Compensation may be offered in the form of Amtrak Guest Rewards points, a Transportation Voucher, and/or a refund for the affected travel segment.
Refunds
Amtrak's refund policies are designed to be fair and transparent.
Refunds for eligible unused Amtrak tickets purchased with a credit card will be credited back to the original card within 14 days. If Amtrak makes a schedule change, an equipment substitution, or cancellation and the new fare is lower, credit card purchases will automatically be refunded.
If you paid with an eVoucher, gift card, check, or cash, an eVoucher would be issued for the refunded amount. Refunds for tickets purchased with cash will be issued via check if requested.
Accessibility Assistance
Amtrak is committed to ensuring that its facilities and services are accessible for all customers, including those with disabilities. To best serve you, please let Amtrak know if you will need assistance during your travel by completing the online accessibility questionnaire at the start of booking your trip or by speaking with a customer service agent.
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Please reserve accessible space or seating, if needed, when making your reservation. If you need assistance when you arrive prior to boarding, please notify a station employee or a train crewmember (if your station is unstaffed). Amtrak is pleased to provide additional services and assistance to customers with disabilities as needed.
Baggage Claims
On trains that accept checked baggage, each customer can check 2 bags free of charge if they meet size and weight requirements. Amtrak is committed to handling your baggage with care.
You may also file a claim by contacting the Office of Customer Relations:
- Address: Attn: Baggage Claims, Amtrak, 1 Massachusetts Ave.
Data Privacy Rights (GDPR)
As a European Union resident, you have different rights in certain circumstances and subject to the associated preconditions as set forth under the General Data Protection Regulation ("GDPR"), with regard to the personal data that the National Railroad Passenger Corporation (“Amtrak”) may process about you. A “Data Subject” is an individual who is the subject of the personal data. These rights can be requested with a Data Subject Rights Request (“DSR”).
To make a DSR, complete and submit this form online and one of our customer service representatives will contact you. Let us know which right under the GDPR you wish to exercise so we are able to efficiently process your request. If you are not the Data Subject, you must supply an original letter of authority, a power of attorney or a certified copy of any legal document giving you the authority to act on behalf of the Data Subject.
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When making a request, you may need to specify what particular personal data your request relates to. By declaring that you are the person named in Part A and authorizing Amtrak to send to the address above/handle as requested above any personal data that Amtrak holds on you to which you have DSR under the GDPR as further requested in Part B above.