Contact Amtrak Customer Service

Contacting Amtrak Customer Service Center

Amtrak is widely known as a train company that provides travel throughout the United States, but few people know the company is part of the federal government. Customers can use the Amtrak website to plan a route, book travel and contact Amtrak customer service about upcoming or previous trips.

to leave a comment about your customer service experience.

Contact Info:

Phone Contact Numbers

The contact page for Amtrak customer service does not openly list a phone number, but there is Julie – the virtual assistant who’s there to answer your questions. We found the phone number listed under the assistance tab on the right side of the page.

  • Customer Service: 1-800-872-7245
  • TTY/TDD: 1-800-523-6590
  • Amtrak Police: 1-800-331-0008
  • Guest Rewards: 1-800-307-5000
  • Vacations: 1-800-AMTRAK2
  • Group Travel: 1-800-872-1477

Mailing Address

Customers who’d rather contact Amtrak by mail can write to the customer relations department in Washington, DC. Financial and personal information should not be included in the letter. It can take weeks to hear back from an Amtrak customer service agent due to mailing and processing times.

Amtrak Office of Customer Relations
60 Massachusetts Ave. NE
Washington, DC 20002

Official Website

Located at is the official website for the transportation company. Amtrak makes it a point to give consumers easy access to available routes, vacation plans and travel options. If you’ve registered for an account on you can log in using the link located below the Amtrak name on the front page.

Additional contact options include Facebook and Twitter. Before sending a message to Amtrak customer service via social websites you’ll have to sign in to your account.

Customer Service Email

The Amtrak customer service department is available by email, but you have to visit the Contact Us page to click on the Send Email button. A pop-up will appear on your computer screen. Choose the subject and fill in as much detail as desired on the form before submitting.

Our Experience

When we contacted Amtrak, we waited and waited through the automated system attempting to speak with a live agent. After waiting more than 5 minutes, we spoke with a representative. We asked for the hours of the customer service department. We wanted to know the best time to contact an agent without having to endure a lengthy wait time. The customer support member explained that long wait times are not common, but there was no ideal time to call.

This is not the answer we expected. It appears someone in the customer service department doesn’t have all of the answers. We want to know if you were as frustrated with the Amtrak customer service team as we were. Share your thoughts with us.

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49 Comments on “Contact Amtrak Customer Service
  1. Hello:
    I’m not very good with computers,please excuse my
    ignorance.I’d like to know if you have tours to Copper
    Canyon and how does it work?I’ve never used a train service.I live in Okeechobee,Fl and I need to know if you
    work in this area of the country or where I should make
    my connection…….Many thanks in advance for your reply,

  2. Poor service on train was ask to go upstairs I have three bag to carry no disable person is down stairs if one had came aboard would have move is the whole downstairs for disable person I check my seat there’s no sign stating this is for disable people

  3. Amtrak’s first class lounge in Chicago is a crock. It says wifi, it says excellent strength, it says I am connected. But it won’t load at all. I asked the person at the desk, they said everyone says that. She suggested I go upstairs to McDonalds.

    In addition, she and one other person were callous and not concerned enough to even try to help.

    I am in a wheelchair. The redcap brought my bags to the Metropolitan Lounge, but did not give them to the lounge attendant. I was told by the person at the desk that I would have to move my bags myself. AND THAT I MUST DO IT IMMEDIATELY.

    If your goal as Amtrak is to get folks to use the coach instead of the sleeper, it’s working. If the goal is to cause Amtrak a black eye with my elected officials it’s working, because I intend to complain.

    I asked to talk to customer service, the person at the desk said I would need to go upstairs and find someone.

    No help whatsoever, and I am noT a rude person and I had good manners, your folks don’t.

  4. Worst customer experience I have ever had. Right from the main gate to the ppl at customer service.
    Will never travel Amtrak again.

  5. I hope i am in the right place to pass on my thanks and appreciation to car attendant Efran. I recently traveled on the Sunset Limited from Ontsrio, ca to Houston and he provided the best service ever! Efran made the entire trip a great experience with his excellent customer setvice. Please recognize him as an outstanding employee.


  7. I have been on the phone over two hours with no results.. We took an auto train from Sanford, florida to Lorton , Virginia on May 4, 2014 ..there were many problems as you can check.. We received a letter to receive 75 dollars back for a need motel stay. I do not have the reservation number or any credit records of our trip.. Please advise me as how to handle this situation.. I am sending your form letter and our motel reservation without it unless I hear from you immediately thank you.. I am very agitated by the ordeal .sincerely, Doris and Mort Weiser

  8. i need help so far on hold for over 1 hour and no response from amtrak my house is adjacent to the rr from armstrak the last few years i have paid to clear amtrak’s property i think it is time amtrak use their profits to pay for their maintenance. After waiting over 1 hour for a customer service person the call just dropped. i have spoken with many employees from amtrak and their response is like the reindeers eyes they have no idea who to call? really amtrak can somebody please call me or email me i need to get this resolved. i will attempt to contact amtrak again but really this is horrible customer service.

  9. My husband and I traveled from Savannah, Georgia to New York City Penn Station on May 28,2014. and would like to give a “big thanks” to Jeff Corter at Savannah for his kind and pleasent manner in assisting us. His service was most helpful.


    Jewel M. Edwards

  10. I WISH TO REPORT THE TERRIFIC CUSTOMER SERVICE WE RECEIVED FROM AMTRAC AT NEW YORK PENN STATION ON 5/23. My husband and I were placed on AMTRAC at BWI Airport by United Airlines, as our BWI-Newark flight had been cancelled due to air traffic issues. We were told to get off at Newark Penn Station, but we missed the stop and ended up at NY Penn Station on Friday afternoon of Memorial Day weekend. It was a madhouse, and we didn’t now what to do. The police directed me (now in “panic attack” mode)to Customer Service in the corner of a crowded terminal. A kind lady took us, along with our 4 pieces of luggage, through the crowds to the next train leaving for Newark Penn Station (no charge for our mistake). She informed the conductor of our dilemma, and we were seated right by the door. As the result of the gesture, we were able to make our Paris connection in plenty of time. THIS IS AN EXAMPLE OF TRUE CUSTOMER SERVICE! I just wish I had gotten the lady’s name to more personally thank her.

  11. Occasionally there’s a conductor who goes out of their way to make your trip pleasurable, despite the bureaucracy, Ms. Laurie Campbell is that gal! Tuesday, July 1, 2014, Capitol Corridor train 545, Sacramento to Oakland @ 4:35PM.

    Kudos and Compliments to her! Ronald Arrington

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  13. I want to say the conductor Christopher Beyer went out of his way to help people on the 97 train from Penn Station to Winter Park on Dec,7, 2014. I never saw a man work so hard cleaning the bathroom , looking for a lost bag., carrying bags for the disabled. He was very kind and courteous to everyone.last year at Christmas time the bathroom was so disgusting I swore I would never take the train again but Christopher Beyer made the trip a lot more enjoyable.

  14. We rode the Southwest Chief from Chicago to L.A. in December, 2014, transferring to the Pacific Surfliner to our destination in San Diego.
    My husband and I are 70 years old and he just had a knee replacement. We were unable to check our 4 bags due to the train regulations on the first part of our journey, from Milwaukee to Chicago. When we arrived at Union Station in L.A. early on the morning of December 19th, a kind and competent Red Cap took us under his wing. His name was “Ernie”. He drove us to the ticket office and advised us to get on an earlier train to San Diego that would be less crowded. He helped us exchange our tickets, then drove us to the Pacific Surfliner, which had already started boarding. He placed our luggage in the baggage car and guided us to the Business Class car we were to ride in. All this time, he was cheerful and very upbeat – a real asset to the Amtrak Corporation. Ernie was one of the best parts of our trip. Please let him know how grateful we are for his kindness and help.
    Yours truly,
    Amtrak travelers from Wisconsin

  15. We rode the California Zephyr leaving Chicago on 28thMarch 2015,we broke the Journey arriving late (12 midnight) in Salt Lake City. No Taxis. However a guard who left the train going off duty phoned for one on our behalf and stayed with us to make sure we were ok. I’m sorry I didn’t get his name ,but we were very grateful to him. The whole trip was great, some of our pictures are not good though partly due to dirty windows,I know it must be difficult but it would improve a great experience, especially when travelling from Europe we may not be able to repeat this or make another trip.

  16. I found that navigating your website was extremely difficult and frustrating ! All I wanted to do, was book a one way ticket. After several hours and trying several times to purchase my ticket, I finally got a hold of a virtual help recording, which lead to a real person to book my reservation. Meanwhile because of the lapse in time, the ticket prices jumped up to $10.00 more per ticket! How ridiculous! I would suggest you create a new website that is, ” User Friendly! “

  17. Good luck getting anything done. Seems they have changed the ticket policy in that even on unreserved seats – the line I take on occasion is never full -if you miss that specific train and/or end up finishing your business so can go home earlier you loose your money for the ticket you did not use and have to buy another one…. No more being able to just get on the next train with the same ticket.

    Talked to customer service and was told that on the recent ticket I purchased and missed the train that I could have gone back in the station and got my money back. Told her I never heard nor read about that. She said no, it’s not listed anywhere but they will do it. Missed the train by seconds. Had I taken the next train with out psychically knowing I could get my money back I would have had to buy another ticket hence paying twice for the same seat.
    Ended up driving out. Would have been cheaper to have done that in the first place.

    So, Amtrak is playing major games. If you don’t know you can go in and get your money back you have to pay for another ticket instead of taking another train that has more than enough seats. But if you do know by phycic magic you can get your money back…. Love government companies.

  18. May 30,2015 train #280 arrived Penn station 11:10AM. Although there was no red cap at that time PETE,the conductor, took me to the red cap waiting handicap service. The red cap FRANCES,took me to my train #71 NY to Richmond Va.
    At Richmond conductor Greg was very very helpful in making sure I departed the train at my station,
    My experience with AmTrak from Va to Penn and back was more than I expected. Looking forward to traveling on AmTral again

  19. I talked to a tech. last week about PC problems and being scammed PC works now and I have received my funds back the fraud company. I am very pleased from our conversion and advice. I have your icon on my home page but I have not received Email from you to further instruct me what I need to follow up etc.


  21. While hounding a friend to join NARP, I remembered an extraordinary cabin steward on the northbound Crescent to NYC named Mike White. It was 1/5/15 and I was on crutches. He was amazingly kind and helpful in so many ways, going out of his way to assist making my trip painless and a pleasure. Preparing to travel again to Georgia, I have to thank Amtrak for having stewards like Mr. White!

  22. The porter on the train from Fraser,Colorado to Chicago on August 11 and 12, Johnny McCaskill, performed in a very friendly and professional manner and helped to make my journey most comfortable. Thank you,…… Aaron Adams, Carrollton, Illinois

  23. There are a lot of things that don’t work on Amtrak; bathroom doors, and sinks just to mention a few, but one thing does work – the staff. They are mostly very nice and professional. They go out of their way to be helpful. Take Brandon Garcia on the Impire Builder on December 31, 2015 at dinner time. He brought dinner to our seat which of course they do if you ask but Brandon was extra nice and gave us the kind of service that really makes customers on coach feel special. Thank you for Brandon Garcia for being an excellent Amtrak employee.

  24. First off, I’d like to say that we had a great attendant from Chicago to Ephrata. Her name is Veronica Sobel and she was amazing. She stepped up to the plate when the diningroom was short an attendant and helped with meals. One of the people had fallen before the train got to St. Paul and Joseph was left with the whole car. He did a great job as well but I really feel that Amtrak could have called in someone to help when they got to St. Paul and they didn’t. I also thought that Amtrak was part of the “Green” team and did a lot of recycling. This I didn’t see as everything but the silverware went into big plastic bags which I understood were just dumped. Where’s the china that was part of the diningroom service on the train?
    Veronica’s car was also one of the cleanest I’d seen while travelling on the train which we did in both directions from Ephrata to Washington, D.C. and back to Ephrata.
    The food in general was pretty good except for the vegetables which were served with each meal and were very much over cooked and boring.

  25. As of today I’m very disappointed in Amtrak and the Carolina 79 train because I was on burn hot train with no circulation of fresh cool are for 7hrs where I’m clothing was soaking wet like i had been in a pool then on board water fountain stop working I called customer service they ladies and the gentleman so rude and not understanding to how I felt as a customer when i got off the hot train end up at the hospital thanks to your extremley hot train i had an ashtma attack good thing it didnt happen on the train iyou don’t treat paying customers like that I would like to thank one concerned conductor for showing a little sympathy ms.gins

  26. As of today I’m very disappointed in Amtrak and the Carolina 79 train because I was on burning hot train with no circulation of fresh cool are for 7hrs where I’m clothing was soaking wet like i had been in a pool then on board water fountain stop working I called customer service they ladies and the gentleman so rude and not understanding to how I felt as a customer when i got off the hot train end up at the hospital thanks to your extremley hot train i had an ashtma attack good thing it didnt happen on the train iyou don’t treat paying customers like that I would like to thank one concerned conductor for showing a little sympathy ms.gins

  27. As of today I’m very disappointed in Amtrak and the Carolina 79 train because I was on burning hot train with no circulation of fresh cool are for 7hrs where I’m clothing was soaking wet like i had been in a pool then on board water fountain stop working I called customer service they ladies and the gentleman so rude and not understanding to how I felt as a customer when i got off the hot train end up at the hospital thanks to your extremley hot train i had an ashtma attack good thing it didnt happen on the train iyou don’t treat paying customers like that I would like to thank one concerned conductor for showing a little sympathy ms.gina unacceptable train conditions

  28. The absolute worse experience of my life. I have requested a fax# several times as well as a direct email address. still have not replied.

  29. On 6/30/16 I was aboard train #237 to Albany.. prior to boarding, the Amtrak rep checks your ticket to see if you can board the train. he lets you down the escalator to the tracks. Well, two seats in front of me were a couple who boarded the wrong train,they were suppose to be on a train to Washington., MY question is, how were they let down to the tracks with the wrong ticket???? and to accommodate them we had to stop in Yonkers (this train only makes stops in rhinecliff, Hudson and Albany)… which accommodated them. I want to know how those people’s tickets were not scrutinized (like mine!) this sounds like a breach!

  30. I just wanted to compliment the staff on your Auto Train. My husband & I traveled from Sanford, FL to Lorton, VA on 7/6 and returned on 7/18. Going up we experienced a great Car Attendant named Chris. He was very helpful. On our return trip we first encountered Steven Briggs who helped us to change our coach seats for a sleeper. He was very professional and helpful. Our Car Attendant on that trip was Branden Carter. He was absolutely wonderful. Very Accommodating!
    These 3 people made our trip very pleasant. My husband was pleasantly surprised. I have traveled Amtrak more often and know that your people are excellent.

  31. I just had the WORST Amtrak experience ever. Not only will I never ride Amtrak again I will be telling all our friends and social media about my awful experience. I also would like to know how I can go about getting a refund for my trip? I need to talk to a human not Julie the machine. I am very angry

  32. I have some questions. We want to travel from MEM, TN to Whitefish, MT in late September. Is there a day that is cheaper to travel. We would qualify for the Senior rate (for two). If we travel on coach, is there an extra charge for seats that have a foot rest as well as recline? One other point, I checked the fare both ways, and the regular was actually cheaper than the senior fare. WHY is that? We are on a fixed budget and need the best rate possible for our first train trip. Thank you for your help.

  33. Your new Amtrak web site for auto train reservations is hard to use. Why did you change a good thing? Why don’t you survey your customers about the change if you dare. I believe the old reservation site was fine.

  34. Fell on escalator getting on your train 43 in Philadelphia. No one to help or even visible from Amtrak. Emergency stop on escalator did not work. Asked train personnel when I finally saw him which way to go. Was screamed at. Could not understand him. Was then told to “get on the train in the back”. Tried to again ask for help and he walked away. My husband had fallen behind me and hurt his back. I fell also due to person in front taking time to get off. Where was staff and emergency stop.

  35. This comment pertains to my recent trip on Amtrak, My reservation # is 9996CA.
    My Dinner on train 449 on May 31st was poor. The steak was sliced and microwaved. The meat was brown. There was no salad. On June 3rd I and my traveling partner Did Not Receive a Breakfast Box because they ran out of them. Amtrak knew the count of passengers out of Chicago. We were told to go to the Café Car and get something to eat. The attendant did not bring us some food. It is unacceptable to eat the same Cold Food for both Lunch and Dinner on The Lake Shore Limited. We have taken the Lake Shore Limited in Sleeping Cars for the last 10 years. We will
    no longer ride The Lake Shore Limited until a Dining Car serving hot food is added. I am also a member of the National Association of Railroad Passengers. Why were Chefs also fired? You have lost a valued Amtrak customer on The Lake Shore Limited.

  36. I am completely heartbroken that you will no longer be staffing the Marshall Depot. Please reconsider. I’ve only just discovered how amazing Amtrak is and I’m so looking forward to traveling this summer to both San Antonio and Chicago on the Texas Eagle.
    Please keep the depot open. I travel alone and need the security of having people there.
    Thank you for having the Texas Eagle and the kind people who operate it.

  37. Conf 9695D7 9/3/18. The bus from Roseville to Sac never arrived. Took Lyft to Sac. Pls reimburse the price of my Roseville-Sac bus plus my Lyft fare $28.44. Please do not send Amtrak credits. After this Round Trip (D9695D0 on 8/31 arrived 5 hours late!) I don’t intend to travel this way again. I understand that some delays are unavoidable but the lack of communication from Amtrak to riders and the time I had to spend on hold to get information was ridiculous! By the way, I commend the conductors for their handling of some very unruly passengers on both trips.

  38. Look for info on trains leaving new New York 11.19.18 to Clemson, SC returning 11.26.18.
    Schedule & pricing. Website could not give me an answer.

    PS: your site is not accepting my last name, which is Harrison. I put in harrison lower case and it work. A little ridiculous

  39. I travel once a month on Amtrak out of the Fullerton station.There are 3 agents Sara,Bobbie, & Bryant who are Amtak’s finest..They are professional,caring,patient, & friendly to All Amtrak passengers.It is always a pleasure to see one or all three..I would like to Thank them for all they do to making a trip start off right..They are truly Amtrak’s finest..Thank you for a job well done!!

  40. I have been trying since November 23: to speak to a representative,
    I have been on hold for a extremely long time.
    I need to speak to an agent regarding my reservation A3B8b7
    One of the 9 passengers could not make this trip due to illness

  41. Reservation #333007
    I had planned a trip to New Orleans with my best friend. This trip was a birthday week and we planned this for a year. Followed all the instructions and when it came time for the trip, there are a snow event due that same weekend. Amtrak called less than 24 hours before the trip and said they cancelled the trip. They never offered another day or anything other than hey you have to figure it out yourself or you can fly down and take the train back. If I wanted to fly I would have booked airline tickets! The agents were downright rude and completely useless!! Because of their behavior my friend will not travel via train with me. SO I lost my travel companion because if this!!

  42. My husband and I took the auto train sfa to lor on Dec 7 2018. We had a roomette which we upgraded to a family
    Room. It was filthy. Crayon and garbage
    Under the bench seat. The carpet was very dirty and the bathrooms were not much better. I got terribly sick for 2 and a half weeks and am Just now feeling better. We are returning to Florida on the auto train and I am very concerned about the cleanliness of your train. I really don’t want to run the risk of getting ill again. We wanted to let you know how disappointed we were.

  43. IRT auto train SFA TO LOR train 52 December 7 2018. My husband and I upgraded from a romette to a family room. It was filthy. Carpet was dirty, crayons and garbage under bench seat, the bathrooms were not much better. I got very sick for 2 and a half weeks. I’m
    Very concerned about our return trip and the cleanliness of your train. I really don’t want to run the risk of getting ill again

  44. Kudos to Agent Johnson at 34 Street Penn Station NYC. A very patient and professional man who was doing his job when moline by a disrespectful girl.She followed him telling him he wasn’t doing his job but he was. Kudos. Kudos. Kudos. This happened between 940 and 10 a.m while he was helping passengers to board the train on track 8. 👍

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