Amtrak (National Railroad Passenger Corporation)
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 100% of 23 sources are the organization's own pages or government sites.
Get help with (3)
- Refund requestCancel before departure; the refund depends on the fare type. Request it online, by phone, at a station, or by mail for cash tickets.
- Disability assistance problemAsk for a reasonable modification at least 72 hours ahead; complain to Amtrak, the Amtrak OIG or the FRA if it is not provided.
- Lost bagReport damage before leaving the station; claim lost checked bags in writing within 30 days.
Contacts (9)
Phone
- Reservations and Customer Service (1-800-USA-RAIL)
Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.
Use for: Refund request, Disability assistance problem, Lost bag, Poor service or broken promise
Source: amtrak.com, verified 2026-10-12
- Amtrak Guest Rewards
Use for: Account access
Source: amtrak.com, verified 2026-10-12
Text message
- Text Amtrak customer service
Hours: 7 am to 11 pm ET
Use for: Disability assistance problem
Source: amtrak.com, verified 2026-10-12
Chat
- Chat with a live agent
Hours: Every day 7:00am - 11:00pm ET
Use for: Refund request, Disability assistance problem, Poor service or broken promise
Source: amtrak.com, verified 2026-10-12
Online forms
- E-mail Us contact form (subjects include Travel Experience Feedback, Accessibility Requests/Feedback, Guest Rewards) CAPTCHA
Amtrak says it cannot change or cancel tickets through this form; a representative responds within 7-10 days.
Use for: Poor service or broken promise, Disability assistance problem, Account access, Data access or deletion request
Source: amtrak.com, verified 2026-10-12
- Lost item report (items lost on a train or in a station; run by Chargerback for Amtrak)
For items left on board or in a station, not for checked baggage claims.
Source: amtrak.com, verified 2026-10-12
- Amtrak Refunds (required for cash refunds; send original tickets by certified mail, return receipt requested)Amtrak Refunds, Box 70, 2955 Market Street, Philadelphia, PA 19104-2898
Use for: Refund request
Source: amtrak.com, verified 2026-10-12
- Office of Customer Relations, Baggage ClaimsAttn: Baggage Claims, Amtrak, 1 Massachusetts Ave NW, Washington, DC 20001
Use for: Lost bag
Source: amtrak.com, verified 2026-10-12
- Amtrak Headquarters (disability discrimination complaints)Amtrak Headquarters, One Massachusetts Ave NW, Washington, DC 20001
Use for: Disability assistance problem
Source: amtrak.com, verified 2026-10-12
Escalation path
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Written complaint
Card or bank dispute
Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)
Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)
State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Arbitration
Amtrak's terms and conditions include a binding arbitration agreement.
Known blockers
- The E-mail Us form is protected by reCAPTCHA Enterprise and cannot change or cancel tickets.
- Cash refunds need the original paper tickets sent by certified mail.
- Amtrak reports longer than normal hold times on 1-800-USA-RAIL.
Scam warnings
Official domains
amtrak.com
Real links and emails from Amtrak (National Railroad Passenger Corporation) end in one of these.
Known scams
Amtrak warns that criminals sell invalid discount Amtrak tickets on online auction sites and social media; Amtrak does not honor these tickets, the Amtrak Police Department investigates them, and only tickets bought from Amtrak or one of its partners are accepted for travel.
Source: amtrak.com, verified 2026-10-12
For the whole industry, read Intercity bus and rail — how complaints work.
Verification notes
Amtrak is a federally chartered passenger railroad; FMCSA does not regulate it. Disability discrimination complaints can also go to the Amtrak Office of Inspector General or the Federal Railroad Administration (FRA) Office for Civil Rights, which are not in the registry's regulator list. Amtrak Connection (7000 and 8000 series) bus segments follow the operating carrier's baggage policies.
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