Amtrak canceled his trip, but didn’t refund his ticket

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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 no help. When I reached the call centre, I found that the train had been cancelled.

The Amtrak agent told me that they could not change my train seat but did not mention that my train was cancelled.

I am currently trying to apply all or part of my reservation to the price of a new ticket. I bought a new ticket online for $127. The original fare was $74.

The Amtrak agent suggested that I request a refund for the difference between the train fares.

Since Amtrak canceled the original reservation, I think I should get a $53 refund. I asked Amtrak, and it didn’t respond. I sent my request in writing to one of the executive contacts on the customer advocate website but have heard nothing. can you help me? – John DeCastro, San Francisco

This should have been two simple transactions. Amtrak has canceled your first train from Boston to Baltimore. You should have received a full refund for that. And transaction number 2? You have purchased a new ticket.

Instead, Amtrak combined these into one problem, turning it into a complex issue involving cancellations and loans. Oh boy.

Here’s the confusing part. It’s not entirely clear whether you tried to change your ticket before or after the Amtrak cancellation. If you have done so before, there may be cancellation penalties and you may lose part or all of your ticket credit. However, if you canceled before Amtrak did, you should have received a full refund or Amtrak would have rebooked you on another train without having to purchase a new ticket.

They followed all the proper steps to resolve this, including maintaining a paper trail and contacting Amtrak’s executive that I listed on my Consumer Advocate site. Elliott.org.

Someone from Amtrak should have responded and fixed this. The easiest solution was to simply refund your original ticket.

By the way, you are not the first reader to complain on Amtrak’s website.

Amtrak has a step-by-step guide to changing a reservation on the station. The next time you need to change your ticket, you may need it.

My internal consumer advocate says such guidance should not be necessary. It should be clear how to change your ticket.

I contacted Amtrak on your behalf. The company has refunded your $53.

Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him chris@elliott.org Or get help by contacting him on his site.



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