Question about refund request processing

[RichardWSnow]

I've just spent rather an unpleasant hour trying to get one question answered by Amtrak. I submitted a request for refund 3 weeks ago and have received no response whatever. (Other than the automated email saying the request had been received.) I want to know if 3 weeks of waiting is normal for a refund request, or is it an indication something's amiss. I called 1-800-USA-RAIL, and after only 15 minutes of waiting, the phone was answered. I asked my question, but was transferred somewhere without receiving any answer. This sequence was repeated 2 more times and I found myself waiting through 45 minutes of listening to a recording telling me that "all customer relations agents were busy helping other customers". It seemed likely this would go on forever, so I gave up. I thought it more likely I'd get an answer to my question here than from Amtrak. So... is it unusual for a refund request to take over 3 weeks before there is any response? TIA for your help.

 

[GAT]

I can only recount my own experience the one time I had to deal with Amtrak about a refund, but I hope this helps. If the refund is for a ticket that was processed manually sometime during its life cycle, It will take at least three weeks. This was explained to me by an Amtrak Guest Rewards representative. A manually processed ticket must be refunded by the accounts payable department; it can't be processed by your friendly Amtrak phone agent.

In my case, my Sunset Limited and connecting Coast Starlight trains were cancelled. I had booked both legs online, but I subsequently changed the SL portion with an agent. I didn't change the CS portion. When I called to apply for the refund due to the cancellation of both trains, the agent refunded the CS portion directly to my credit card but told me she would have to send the SL ticket into accounts payable. She assured me the refund was approved and gave me a confirmation number, but warned it would take a while to appear on my credit card. And it did take quite a while, but it finally arrived.

 

[zephyr17]

Every time I have cancelled and requested a refund, I have called. I always received my refund within days.

Generally emailing Amtrak is worse than useless for anything.

 

[greatwestern]

I spoke to an Amtrak agent just a few days ago to:

1] Enquire whether a booking I had made just a day earlier could be "re-booked" as the price I had paid had fallen by $286 a day after I booked.

2] Ask for a refund of my booking on the route where I had been downgraded from Bedroom to Coach. (My booking referred to in 1] was made as a replacement for my downgraded route).

The refund for both of these appeared on my credit card account 5 days after my call to Amtrak.

For 1] I received a revised sales invoice by email literally minutes after my call, I have received no other documentation relating to 2] although of course I can see that my booking is no longer active.

 

[RichardWSnow]

Thank you for your replies. They encouraged me to try again.

After waiting for an agent, I was put in the customer relations queue. Eventually, a very nice lady named Marian answered; she found my refund request, evaluated it, and gave me a very fair voucher. Of course, I am quite happy with this outcome.