Our 10-point pledge to you
We are committed to providing Amtrak customers with a quality experience both in station and onboard. To get you to your destination safely and promptly, we aim to provide high quality, safe, on-time service that exceeds customer expectations. Learn all about our Amtrak customer service commitments so you too can experience the ease of traveling by train with a stress-free route by rail.
1. To get you to your destination safely and promptly, and to provide timely communication of known delays and cancellations
We will provide everyone with an active reservation timely notification and updates of delays and cancellations using the contact information provided when booking. We will also provide notification via public address system status announcements and information on display screens at affected stations. Onboard the train, we will keep you informed, in real-time, via clear and timely conductor audio and visual (where available) announcements as well as through SMS text, in-app push notifications, and email to provide enhanced train status information including downline station ETA information. Plus, with or without an existing reservation you may sign up for train status notifications at Amtrak Delay Alerts and via Twitter real-time public updates @AmtrakNECAlerts and @AmtrakAlerts.
2. To offer convenient trip modification options
Whether due to a delay or cancellation, you can modify your trip on Amtrak.com, through the Amtrak app, by texting a Customer Service Representative at 268725 (AMTRAK), chatting with us via Amtrak.com, with customer ticketing agents in the station or calling us at 1-800-USA RAIL (1-800-872-7245).
Our 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. You’ll be notified via the contact information in your reservation.
3. To provide cancellations without penalty
A full refund to your original form of payment will be issued if you change or cancel your reservation within 24 hours of purchase, regardless of the time elapsed between your purchase and your scheduled departure (within one hour for tickets on unreserved services).
You may cancel your reservation on Amtrak.com, through the Amtrak app, by texting a Customer Service Representative at 268725 (AMTRAK), chatting with us via Amtrak.com, with customer ticketing agents in the station or calling us at 1-800-USA RAIL (1-800-872-7245).
4. To issue prompt refunds
Refunds for eligible unused Amtrak tickets purchased with a credit card will be credited back to the original card within 14 days. Refunds for tickets purchased with cash will be issued via check if requested. See more details about our refund and exchange policy.
If Amtrak makes a schedule change, an equipment substitution, or cancelation 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. No additional fees will be applied.
5. To continually improve our services to customers with disabilities and seniors
Customers with disabilities
We are committed to ensuring that our facilities and services are accessible for our customers who have disabilities, and we are continually working on accessibility improvements. We are pleased to provide additional services and assistance to customers with disabilities as needed. To best serve you, please let us 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. If you need assistance when you arrive prior to boarding, please notify a station employee or a train crewmember (if your station is unstaffed). Our staff receives accessibility training and will be pleased to accommodate you.
Please reserve accessible space or seating, if needed, when making your reservation. Amtrak trains accommodate most standard-sized mobility devices in use today, and if you use a wheeled mobility device or have reduced mobility, we will help you board and detrain with the use of a bridge plate, lift or ramp (depending on equipment type and platform in use).
Other Connecting Services
Amtrak or the service operator will provide a ramp or lift (mobile or built-in lift) to provide access to the service (bus, ferry, van, etc.).
Visit Amtrak Accessible Travel Services for additional information.
Children ages 13- 15 may travel alone, following the Amtrak Unaccompanied Minor Policy. Please call 1-800-USA-RAIL (1-800-872-7245) to make reservations for unaccompanied minors, as this option is unavailable online.
6. To care for your checked baggage
On trains that accept checked baggage, each customer can check 2 bags free of charge if they meet size and weight requirements. And we are committed to handling your baggage with care. In the unfortunate event of delay, damage, or loss of your checked baggage, we will provide an opportunity at the station to submit a Baggage Tracing/Claim form.
If the station is staffed upon arrival, please report claims for damaged baggage or lost items at the baggage claim before leaving the station.
You may also file a claim by contacting the Office of Customer Relations (Attn: Baggage Claims, Amtrak, 1 Massachusetts Ave. NW, Washington, DC 20001) within 30 days of your trip.
Visit Baggage Information & Services for more information about carry-on and checked baggage policies or call us at 1-800-USA-RAIL (1-800-872-7245) and ask for Customer Relations.
7. To put your safety as the top priority in an uncontrollable event
In cases of events beyond our control, Amtrak may cancel, terminate, divert, postpone, or delay any service without notice. These events are described in the Terms & Conditions. In these cases, we will issue a refund in the original form of payment.
8. To address inconveniences resulting from cancellations and missed connections
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. To minimize inconveniences due to a delay, cancellation, or irregular operation:
- Every reasonable effort will be made to rebook you on the next available service and to reroute your checked baggage on the same service.
- During significant disruptions, whenever possible, we will source alternate transportation for connecting customers and extend station hours to ensure you can continue to your destination. Alternate transportation may be another Amtrak train, other land carriers (scheduled or chartered busses or cars), or air.
- When trains are severely delayed, or guaranteed connections are missed, and transportation alternatives are unavailable until the next day, where possible, we will provide complimentary food and drinks until alternate transportation is available.
- If you are inconvenienced overnight while enroute to your destination due to a delay, missed connection, or cancellation within Amtrak’s control, when available, we will provide accommodations at Amtrak-contracted hotels or in Amtrak sleeper cars.
9. To take care of you onboard during disruptions in service
If your trip is unexpectedly disrupted while you are on board due to an unplanned service failure, we will provide you with any one or a combination of the following, free of charge:
- Bottle of water
- Snack Pack
- Food and drinks
- Extended dining services in Lounges and Dining Cars.
The circumstances that trigger our food and beverage service will vary by train and situation. Your Conductor and/or Lead Service Attendant will assess the situation and determine the action.
10. To provide a prompt response to your questions, suggestions, or concerns
Have a question, suggestion, or concern? We’re here to help you. Text with a Customer Service Representative at 268725 (AMTRAK), chat via Amtrak.com, send us an email, or give us a call at 1-800-USA-RAIL (1-800-872-7245) or TTY 1-800-523-6590. See additional ways to contact us. Advisories on current service disruptions will be regularly updated on Amtrak.com and Twitter (@AmtrakNECAlerts and @AmtrakAlerts).
Detailed terms and conditions for your trip are available.
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