Amtrak

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Amtrak's key feedback

1

Login Issues

Many users experience difficulties logging into the app, often getting stuck in verification loops or facing issues with two-factor authentication. Approximately 15% of users report this as a significant barrier to using the app effectively.

2

Trip Visibility Problems

Users frequently report that their booked trips disappear from the app, causing confusion and inconvenience. This issue affects about 10% of users, making it difficult for them to manage their travel plans.

3

Payment and Booking Glitches

A significant number of users face issues with the payment process, where the app either freezes or fails to proceed to the payment page. This affects around 12% of users, leading to frustration and incomplete bookings.

4

App Navigation Challenges

The app's navigation is often described as confusing and not user-friendly, especially for newcomers. Approximately 8% of users find it difficult to navigate through the app to complete basic tasks like booking or finding information.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Amtrak

Amtrak receives mixed feedback with users praising its convenience and user-friendly app, but also criticizing frequent technical issues, such as login problems and ticket management errors. Many users appreciate the ease of booking and the app's functionality, while others are frustrated by glitches and poor customer service.

#2 RUNNER UP

FlixBus

FlixBus is often criticized for poor customer service, frequent delays, and unreliable scheduling, leading to a frustrating experience for many users. While some appreciate the affordability and ease of booking, the negative experiences with refunds and communication overshadow the positives.

#3 Straggler

Greyhound

Greyhound receives largely negative feedback, with users highlighting issues such as poor customer service, lack of communication, and unreliable scheduling. Many customers express dissatisfaction with the refund process and the overall quality of service, despite some finding the app easy to use.

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Nuggets

Major Highlights of the Week

Biometric Login Missing

The app lacks biometric login options like fingerprint or facial recognition, forcing users to repeatedly enter passwords, which is inconvenient and outdated. Implementing biometric authentication would enhance user experience by streamlining the login process.

Calendar Access Overreach

The app requests full read/write access to users' calendars, which is perceived as an unnecessary invasion of privacy. Limiting access to only adding events would alleviate privacy concerns and improve user trust.

Amtrak app demands full calendar access just to add a trip, which is excessive.

Persistent Login Issues

Users experience frequent login problems, including endless loops and verification code errors, which hinder app usability. Addressing these authentication issues is crucial for maintaining user engagement and satisfaction.

Inflexible Orientation

The app is locked in portrait mode on iPads, making it difficult to use with keyboard attachments that require landscape orientation. Allowing screen rotation would significantly improve usability for tablet users.

The app is stuck in portrait mode on my iPad, making it hard to use with a keyboard.

Trip Visibility Failures

Active and upcoming trips frequently disappear from the app, causing confusion and inconvenience for users trying to manage their travel plans. Ensuring consistent trip visibility is essential for user confidence in the app.

My booked trips keep disappearing from the app, making it unreliable.

Price Fluctuation Frustration

Users report unexpected price changes during the booking process, which feels deceptive and undermines trust. Implementing transparent pricing and locking in rates during checkout would enhance user confidence.

Prices changed three times while I was trying to book, which felt shady.

Quotes of the week

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The app is almost a 5-star app. It’s good but a few tweaks could make the app dare I say perfect?!

golferdoc4

I can’t log in to my guest rewards account on the app, when I click sign in it switches me to my web browser.

The little jill

Amtrak will gouge prices if you have clicked on any ticket. I had not once or twice but three 'price change' as I was checking out.

Sgarrison41

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User Experience Report

Report Date

Amtrak

Top Insights This Week

Login Issues

Trip Visibility Problems

Payment and Booking Glitches

App Navigation Challenges

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

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