{"id":"amtrak","page":"https://escalate.alexgaoth.com/#/c/amtrak","html":"https://escalate.alexgaoth.com/c/amtrak/","generated":"2026-10-15","company":{"id":"amtrak","name":"Amtrak (National Railroad Passenger Corporation)","aliases":["national railroad passenger corporation","amtrak guest rewards","acela"],"sector":"ground_transport","website":"https://www.amtrak.com","account_url":"https://www.amtrak.com/planning-booking/changes-refunds","regulators":[],"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.","channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"},{"id":"customer-service-sms","type":"sms","label":"Text Amtrak customer service","value":"+1-800-872-7245","hours":"7 am to 11 pm ET","purposes":["accessibility"],"source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"},{"id":"live-chat","type":"chat","label":"Chat with a live agent","value":"https://www.amtrak.com/contact-us/chat","hours":"Every day 7:00am - 11:00pm ET","purposes":["refund_request","accessibility","poor_service"],"source":"https://www.amtrak.com/contact-us","last_verified":"2026-10-12"},{"id":"email-form","type":"web_form","label":"E-mail Us contact form (subjects include Travel Experience Feedback, Accessibility Requests/Feedback, Guest Rewards)","value":"https://www.amtrak.com/contact-us/email","purposes":["poor_service","accessibility","account_access","privacy_request"],"access":"captcha","notes":"Amtrak says it cannot change or cancel tickets through this form; a representative responds within 7-10 days.","source":"https://www.amtrak.com/contact-us/email","last_verified":"2026-10-12"},{"id":"refunds-mail","type":"mail","label":"Amtrak Refunds (required for cash refunds; send original tickets by certified mail, return receipt requested)","value":"Amtrak Refunds, Box 70, 2955 Market Street, Philadelphia, PA 19104-2898","purposes":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"id":"baggage-claims-mail","type":"mail","label":"Office of Customer Relations, Baggage Claims","value":"Attn: Baggage Claims, Amtrak, 1 Massachusetts Ave NW, Washington, DC 20001","purposes":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"Amtrak Headquarters (disability discrimination complaints)","value":"Amtrak Headquarters, One Massachusetts Ave NW, Washington, DC 20001","purposes":["accessibility"],"source":"https://www.amtrak.com/planning-booking/accessible-travel-services/non-discrimination-policy","last_verified":"2026-10-12"},{"id":"guest-rewards-phone","type":"phone","label":"Amtrak Guest Rewards","value":"+1-800-307-5000","purposes":["account_access"],"source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"},{"id":"lost-item-report","type":"web_form","label":"Lost item report (items lost on a train or in a station; run by Chargerback for Amtrak)","value":"https://www.chargerback.com/reportLostItemCBEmbed.asp?CustomerID=16387","notes":"For items left on board or in a station, not for checked baggage claims.","source":"https://www.amtrak.com/onboard/baggage-policy","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"email-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Amtrak's terms and conditions include a binding arbitration agreement."}],"playbooks":[{"issue":"refund_request","summary":"Cancel before departure; the refund depends on the fare type. Request it online, by phone, at a station, or by mail for cash tickets.","evidence":["reservation number","fare type","purchase date","cancellation confirmation","doctor's note for an illness waiver"],"steps":[{"do":"Cancel before the train departs. Unused tickets that are not cancelled before departure are forfeit."},{"do":"Request the refund on Amtrak.com or in the Amtrak app for most online purchases, or call 1-800-USA-RAIL.","channel":"customer-service-phone"},{"do":"For a cash purchase, mail the original tickets by certified mail, return receipt requested, to Amtrak Refunds.","channel":"refunds-mail"},{"do":"If you or someone in your party is ill, ask for the illness waiver and provide a doctor's note."},{"do":"If you bought through a travel agency, ask the agency for the refund (except during a service disruption)."},{"do":"If Amtrak does not pay a refund it owes, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Reserved fares paid by cash, credit or debit card get a full refund to the original form of payment if cancelled within 24 hours of purchase and before departure; unreserved tickets must be cancelled within 1 hour.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Coach, Acela Business and Acela First fares: Flex gets a full refund with no fee if cancelled before departure; Value forfeits 30% and refunds 70%; Sale forfeits 50% and refunds 50%.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Private rooms: cancelled 121 or more days before departure, full refund; 15-120 days before, 75% refunded and 25% forfeited; within 14 days, 75% is issued as a non-refundable eVoucher and 25% is forfeited.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"With a doctor's note, Amtrak waives the normal change and cancellation policies for the ill passenger's entire party.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Tickets become non-refundable one year after payment; eVouchers and other exchange credits are valid for one year after the original ticket was issued.","issues":["refund_request","travel_credit"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fares are non-refundable and non-changeable after departure; a no-show forfeits the full value of the segment.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Ask for a reasonable modification at least 72 hours ahead; complain to Amtrak, the Amtrak OIG or the FRA if it is not provided.","evidence":["reservation number","date and train number","request confirmation","names of employees","photos"],"steps":[{"do":"Ask for the modification as early as possible and no later than 72 hours before departure, by the contact form subject \"Accessibility Requests/Feedback\", by phone (TTY 711), text, chat, or at a staffed station.","channel":"email-form"},{"do":"If help is not provided on the day, ask any Amtrak employee for an on-the-spot modification."},{"do":"Report the problem to 1-800-USA-RAIL and in writing through the contact form.","channel":"customer-service-phone"},{"do":"For disability discrimination, file a complaint with Amtrak by mail or online.","channel":"headquarters-mail"},{"do":"You can also complain to the Amtrak Office of Inspector General (P.O. Box 76654, Washington DC 20013; 1-800-468-5469) or the FRA Office for Civil Rights (Civil.Rights@DOT.GOV, 202-493-0669)."}],"facts":[{"kind":"deadline","claim":"Amtrak asks for reasonable modification requests no later than 72 hours before departure and says it will respond to requests within 72 hours.","issues":["accessibility"],"source":"https://www.amtrak.com/planning-booking/accessible-travel-services/accessible-travel-request","last_verified":"2026-10-12"},{"kind":"contact","claim":"Amtrak says a disability discrimination complaint can be filed directly with the FRA Office for Civil Rights by email to Civil.Rights@DOT.GOV (the fastest method), by phone at (202) 493-0669, or by mail.","issues":["accessibility"],"source":"https://www.amtrak.com/planning-booking/accessible-travel-services/non-discrimination-policy","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Report damage before leaving the station; claim lost checked bags in writing within 30 days.","evidence":["ticket","baggage claim check","list of contents with values","receipts","photos of damage"],"steps":[{"do":"Report damaged or stolen baggage at the baggage claim location before you leave the station."},{"do":"Submit a lost checked baggage claim within 30 days of the incident to the Office of Customer Relations.","channel":"baggage-claims-mail"},{"do":"Call 1-800-USA-RAIL and ask for Customer Relations to follow up.","channel":"customer-service-phone"},{"do":"For items left on a train or in a station, file a lost item report.","channel":"lost-item-report"}],"facts":[{"kind":"deadline","claim":"Lost checked baggage claims must be submitted within 30 days of the incident to the Office of Customer Relations.","issues":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"},{"kind":"limit","claim":"Amtrak's liability for checked baggage is limited to a maximum of $500 per ticketed passenger; passengers may declare additional valuation up to $2,500 by paying the applicable charge.","issues":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"},{"kind":"limit","claim":"Liability is limited to $50.00 per bag for Red Cap service and $100.00 per bag for Parcel Check service, with no additional valuation for Parcel Check.","issues":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Signing in to or joining Amtrak Guest Rewards means agreeing to the terms and conditions, which include a binding arbitration agreement.","source":"https://www.amtrak.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"fee","claim":"Each traveler can check up to 4 bags, 2 free and 2 at $20 per bag.","source":"https://www.amtrak.com/onboard/baggage-policy","last_verified":"2026-10-12"}],"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."],"official_domains":["amtrak.com"],"security":{"known_scams":[{"kind":"policy","claim":"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":"https://www.amtrak.com/fraud-alert","last_verified":"2026-10-12"}]}},"playbooks":{"refund_request":{"company":{"id":"amtrak","name":"Amtrak (National Railroad Passenger Corporation)","sector":"ground_transport","website":"https://www.amtrak.com","account_url":"https://www.amtrak.com/planning-booking/changes-refunds"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Cancel before departure; the refund depends on the fare type. Request it online, by phone, at a station, or by mail for cash tickets.","evidence":["reservation number","fare type","purchase date","cancellation confirmation","doctor's note for an illness waiver"],"steps":[{"do":"Cancel before the train departs. Unused tickets that are not cancelled before departure are forfeit."},{"do":"Request the refund on Amtrak.com or in the Amtrak app for most online purchases, or call 1-800-USA-RAIL.","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"}},{"do":"For a cash purchase, mail the original tickets by certified mail, return receipt requested, to Amtrak Refunds.","channel":{"id":"refunds-mail","type":"mail","label":"Amtrak Refunds (required for cash refunds; send original tickets by certified mail, return receipt requested)","value":"Amtrak Refunds, Box 70, 2955 Market Street, Philadelphia, PA 19104-2898","purposes":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"}},{"do":"If you or someone in your party is ill, ask for the illness waiver and provide a doctor's note."},{"do":"If you bought through a travel agency, ask the agency for the refund (except during a service disruption)."},{"do":"If Amtrak does not pay a refund it owes, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"},{"id":"live-chat","type":"chat","label":"Chat with a live agent","value":"https://www.amtrak.com/contact-us/chat","hours":"Every day 7:00am - 11:00pm ET","purposes":["refund_request","accessibility","poor_service"],"source":"https://www.amtrak.com/contact-us","last_verified":"2026-10-12"},{"id":"refunds-mail","type":"mail","label":"Amtrak Refunds (required for cash refunds; send original tickets by certified mail, return receipt requested)","value":"Amtrak Refunds, Box 70, 2955 Market Street, Philadelphia, PA 19104-2898","purposes":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"id":"lost-item-report","type":"web_form","label":"Lost item report (items lost on a train or in a station; run by Chargerback for Amtrak)","value":"https://www.chargerback.com/reportLostItemCBEmbed.asp?CustomerID=16387","notes":"For items left on board or in a station, not for checked baggage claims.","source":"https://www.amtrak.com/onboard/baggage-policy","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Reserved fares paid by cash, credit or debit card get a full refund to the original form of payment if cancelled within 24 hours of purchase and before departure; unreserved tickets must be cancelled within 1 hour.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Coach, Acela Business and Acela First fares: Flex gets a full refund with no fee if cancelled before departure; Value forfeits 30% and refunds 70%; Sale forfeits 50% and refunds 50%.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Private rooms: cancelled 121 or more days before departure, full refund; 15-120 days before, 75% refunded and 25% forfeited; within 14 days, 75% is issued as a non-refundable eVoucher and 25% is forfeited.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"With a doctor's note, Amtrak waives the normal change and cancellation policies for the ill passenger's entire party.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Tickets become non-refundable one year after payment; eVouchers and other exchange credits are valid for one year after the original ticket was issued.","issues":["refund_request","travel_credit"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fares are non-refundable and non-changeable after departure; a no-show forfeits the full value of the segment.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Signing in to or joining Amtrak Guest Rewards means agreeing to the terms and conditions, which include a binding arbitration agreement.","source":"https://www.amtrak.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"fee","claim":"Each traveler can check up to 4 bags, 2 free and 2 at $20 per bag.","source":"https://www.amtrak.com/onboard/baggage-policy","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"email-form","type":"web_form","label":"E-mail Us contact form (subjects include Travel Experience Feedback, Accessibility Requests/Feedback, Guest Rewards)","value":"https://www.amtrak.com/contact-us/email","purposes":["poor_service","accessibility","account_access","privacy_request"],"access":"captcha","notes":"Amtrak says it cannot change or cancel tickets through this form; a representative responds within 7-10 days.","source":"https://www.amtrak.com/contact-us/email","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"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."],"security":{"official_domains":["amtrak.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"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":"https://www.amtrak.com/fraud-alert","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":23},"verified_from":{"page":23},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 23 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"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.","warnings":[]},"accessibility":{"company":{"id":"amtrak","name":"Amtrak (National Railroad Passenger Corporation)","sector":"ground_transport","website":"https://www.amtrak.com","account_url":"https://www.amtrak.com/planning-booking/changes-refunds"},"issue":{"id":"accessibility","name":"Disability assistance problem"},"playbook_source":"company","summary":"Ask for a reasonable modification at least 72 hours ahead; complain to Amtrak, the Amtrak OIG or the FRA if it is not provided.","evidence":["reservation number","date and train number","request confirmation","names of employees","photos"],"steps":[{"do":"Ask for the modification as early as possible and no later than 72 hours before departure, by the contact form subject \"Accessibility Requests/Feedback\", by phone (TTY 711), text, chat, or at a staffed station.","channel":{"id":"email-form","type":"web_form","label":"E-mail Us contact form (subjects include Travel Experience Feedback, Accessibility Requests/Feedback, Guest Rewards)","value":"https://www.amtrak.com/contact-us/email","purposes":["poor_service","accessibility","account_access","privacy_request"],"access":"captcha","notes":"Amtrak says it cannot change or cancel tickets through this form; a representative responds within 7-10 days.","source":"https://www.amtrak.com/contact-us/email","last_verified":"2026-10-12"}},{"do":"If help is not provided on the day, ask any Amtrak employee for an on-the-spot modification."},{"do":"Report the problem to 1-800-USA-RAIL and in writing through the contact form.","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"}},{"do":"For disability discrimination, file a complaint with Amtrak by mail or online.","channel":{"id":"headquarters-mail","type":"mail","label":"Amtrak Headquarters (disability discrimination complaints)","value":"Amtrak Headquarters, One Massachusetts Ave NW, Washington, DC 20001","purposes":["accessibility"],"source":"https://www.amtrak.com/planning-booking/accessible-travel-services/non-discrimination-policy","last_verified":"2026-10-12"}},{"do":"You can also complain to the Amtrak Office of Inspector General (P.O. Box 76654, Washington DC 20013; 1-800-468-5469) or the FRA Office for Civil Rights (Civil.Rights@DOT.GOV, 202-493-0669)."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"},{"id":"customer-service-sms","type":"sms","label":"Text Amtrak customer service","value":"+1-800-872-7245","hours":"7 am to 11 pm ET","purposes":["accessibility"],"source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"},{"id":"live-chat","type":"chat","label":"Chat with a live agent","value":"https://www.amtrak.com/contact-us/chat","hours":"Every day 7:00am - 11:00pm ET","purposes":["refund_request","accessibility","poor_service"],"source":"https://www.amtrak.com/contact-us","last_verified":"2026-10-12"},{"id":"email-form","type":"web_form","label":"E-mail Us contact form (subjects include Travel Experience Feedback, Accessibility Requests/Feedback, Guest Rewards)","value":"https://www.amtrak.com/contact-us/email","purposes":["poor_service","accessibility","account_access","privacy_request"],"access":"captcha","notes":"Amtrak says it cannot change or cancel tickets through this form; a representative responds within 7-10 days.","source":"https://www.amtrak.com/contact-us/email","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"Amtrak Headquarters (disability discrimination complaints)","value":"Amtrak Headquarters, One Massachusetts Ave NW, Washington, DC 20001","purposes":["accessibility"],"source":"https://www.amtrak.com/planning-booking/accessible-travel-services/non-discrimination-policy","last_verified":"2026-10-12"},{"id":"lost-item-report","type":"web_form","label":"Lost item report (items lost on a train or in a station; run by Chargerback for Amtrak)","value":"https://www.chargerback.com/reportLostItemCBEmbed.asp?CustomerID=16387","notes":"For items left on board or in a station, not for checked baggage claims.","source":"https://www.amtrak.com/onboard/baggage-policy","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Amtrak asks for reasonable modification requests no later than 72 hours before departure and says it will respond to requests within 72 hours.","issues":["accessibility"],"source":"https://www.amtrak.com/planning-booking/accessible-travel-services/accessible-travel-request","last_verified":"2026-10-12"},{"kind":"contact","claim":"Amtrak says a disability discrimination complaint can be filed directly with the FRA Office for Civil Rights by email to Civil.Rights@DOT.GOV (the fastest method), by phone at (202) 493-0669, or by mail.","issues":["accessibility"],"source":"https://www.amtrak.com/planning-booking/accessible-travel-services/non-discrimination-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Signing in to or joining Amtrak Guest Rewards means agreeing to the terms and conditions, which include a binding arbitration agreement.","source":"https://www.amtrak.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"fee","claim":"Each traveler can check up to 4 bags, 2 free and 2 at $20 per bag.","source":"https://www.amtrak.com/onboard/baggage-policy","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"email-form","type":"web_form","label":"E-mail Us contact form (subjects include Travel Experience Feedback, Accessibility Requests/Feedback, Guest Rewards)","value":"https://www.amtrak.com/contact-us/email","purposes":["poor_service","accessibility","account_access","privacy_request"],"access":"captcha","notes":"Amtrak says it cannot change or cancel tickets through this form; a representative responds within 7-10 days.","source":"https://www.amtrak.com/contact-us/email","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"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."],"security":{"official_domains":["amtrak.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"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":"https://www.amtrak.com/fraud-alert","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":23},"verified_from":{"page":23},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 23 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"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.","warnings":[]},"lost_baggage":{"company":{"id":"amtrak","name":"Amtrak (National Railroad Passenger Corporation)","sector":"ground_transport","website":"https://www.amtrak.com","account_url":"https://www.amtrak.com/planning-booking/changes-refunds"},"issue":{"id":"lost_baggage","name":"Lost bag"},"playbook_source":"company","summary":"Report damage before leaving the station; claim lost checked bags in writing within 30 days.","evidence":["ticket","baggage claim check","list of contents with values","receipts","photos of damage"],"steps":[{"do":"Report damaged or stolen baggage at the baggage claim location before you leave the station."},{"do":"Submit a lost checked baggage claim within 30 days of the incident to the Office of Customer Relations.","channel":{"id":"baggage-claims-mail","type":"mail","label":"Office of Customer Relations, Baggage Claims","value":"Attn: Baggage Claims, Amtrak, 1 Massachusetts Ave NW, Washington, DC 20001","purposes":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"}},{"do":"Call 1-800-USA-RAIL and ask for Customer Relations to follow up.","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"}},{"do":"For items left on a train or in a station, file a lost item report.","channel":{"id":"lost-item-report","type":"web_form","label":"Lost item report (items lost on a train or in a station; run by Chargerback for Amtrak)","value":"https://www.chargerback.com/reportLostItemCBEmbed.asp?CustomerID=16387","notes":"For items left on board or in a station, not for checked baggage claims.","source":"https://www.amtrak.com/onboard/baggage-policy","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"},{"id":"baggage-claims-mail","type":"mail","label":"Office of Customer Relations, Baggage Claims","value":"Attn: Baggage Claims, Amtrak, 1 Massachusetts Ave NW, Washington, DC 20001","purposes":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"},{"id":"lost-item-report","type":"web_form","label":"Lost item report (items lost on a train or in a station; run by Chargerback for Amtrak)","value":"https://www.chargerback.com/reportLostItemCBEmbed.asp?CustomerID=16387","notes":"For items left on board or in a station, not for checked baggage claims.","source":"https://www.amtrak.com/onboard/baggage-policy","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Lost checked baggage claims must be submitted within 30 days of the incident to the Office of Customer Relations.","issues":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"},{"kind":"limit","claim":"Amtrak's liability for checked baggage is limited to a maximum of $500 per ticketed passenger; passengers may declare additional valuation up to $2,500 by paying the applicable charge.","issues":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"},{"kind":"limit","claim":"Liability is limited to $50.00 per bag for Red Cap service and $100.00 per bag for Parcel Check service, with no additional valuation for Parcel Check.","issues":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"},{"kind":"policy","claim":"Signing in to or joining Amtrak Guest Rewards means agreeing to the terms and conditions, which include a binding arbitration agreement.","source":"https://www.amtrak.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"fee","claim":"Each traveler can check up to 4 bags, 2 free and 2 at $20 per bag.","source":"https://www.amtrak.com/onboard/baggage-policy","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"email-form","type":"web_form","label":"E-mail Us contact form (subjects include Travel Experience Feedback, Accessibility Requests/Feedback, Guest Rewards)","value":"https://www.amtrak.com/contact-us/email","purposes":["poor_service","accessibility","account_access","privacy_request"],"access":"captcha","notes":"Amtrak says it cannot change or cancel tickets through this form; a representative responds within 7-10 days.","source":"https://www.amtrak.com/contact-us/email","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"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."],"security":{"official_domains":["amtrak.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"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":"https://www.amtrak.com/fraud-alert","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":23},"verified_from":{"page":23},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 23 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"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.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"email-form","type":"web_form","label":"E-mail Us contact form (subjects include Travel Experience Feedback, Accessibility Requests/Feedback, Guest Rewards)","value":"https://www.amtrak.com/contact-us/email","purposes":["poor_service","accessibility","account_access","privacy_request"],"access":"captcha","notes":"Amtrak says it cannot change or cancel tickets through this form; a representative responds within 7-10 days.","source":"https://www.amtrak.com/contact-us/email","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Amtrak's terms and conditions include a binding arbitration agreement."}],"security":{"official_domains":["amtrak.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"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":"https://www.amtrak.com/fraud-alert","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":23},"verified_from":{"page":23},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 23 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"ground_transport","title":"Intercity bus and rail — how complaints work","last_verified":"2026-10-12","file":"guides/ground_transport.md","page":"https://escalate.alexgaoth.com/#/guides/ground_transport"}}