Amtrak

User Experience Report

Report Date

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

Highlights trends and insights

Helps you understand what matters most

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TOP INSIGHTS

A weekly roundup of Amtrak's key feedback

App Performance Issues

Many users report that the app is slow, freezes, or fails to load, affecting approximately 30% of users. This issue leads to frustration and forces users to resort to the website for booking.

The app always freezes at some point, and I end up buying my tickets on the website.

Booking Errors

Users experience errors during the booking process, such as incorrect dates or unresponsive buttons, impacting around 25% of users. These errors prevent successful ticket purchases and cause significant inconvenience.

When booking, the return date defaults to a past day, and the app won’t let me change it.

Customer Service Complaints

There are numerous complaints about rude and unhelpful customer service, affecting about 20% of users. This poor service experience discourages users from continuing to use Amtrak.

Say goodbye to customer service as you once knew it with some of the rudest, unsympathetic agents you have ever dealt with.

Ticket Access Issues

Some users are unable to access their purchased tickets through the app, affecting approximately 15% of users. This issue leads to confusion and reliance on email confirmations.

When you buy tickets, there is no way to access them using the app, and sometimes I don't even get an email after purchasing them.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Rome2rio

Rome2rio is praised for its comprehensive travel planning capabilities, offering users a variety of transportation options and estimated costs. Users appreciate its ease of use and reliability, especially for international travel, though some express frustration with outdated information and limited functionality for complex itineraries.

#2 RUNNER UP

Amtrak

Amtrak receives mixed feedback, with users appreciating the convenience of booking and managing travel through the app, but many criticize its frequent technical issues, poor customer service, and high ticket prices. Positive reviews highlight the ease of use and helpful features, while negative feedback focuses on app crashes, errors, and unresponsive support.

#3 Straggler

Omio

Omio is valued for its user-friendly interface and ability to book various modes of transportation, but users frequently report issues with customer service and hidden fees. While some find it convenient for last-minute bookings, others are frustrated by the lack of support and difficulties in making changes to reservations.

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Nuggets

Major Highlights of the Week

Loading Issues

The app experiences significant loading delays or fails to load entirely, particularly on certain devices like the iPhone XR, indicating potential optimization issues.

The app takes a very long time to load, if it even loads at all, on my iPhone XR.

Reservation Errors

Users encounter errors when attempting to book or modify reservations, with the app failing to process requests or provide error details, leading to frustration and reliance on the website.

I tried to book the Auto Train to Florida multiple times, but the app just shows an error without explanation.

Ticket Access Problems

The app fails to display purchased tickets or send confirmation emails, leaving users unable to access their tickets through the app, which undermines the core functionality of ticket management.

There's no way to access purchased tickets in the app, and sometimes I don't even receive an email confirmation.

Inconsistent Information

Discrepancies between the app and website regarding reservation status and cancellations cause confusion, as users receive conflicting information from different platforms.

I cancelled a trip on the app, but the website still showed it as active, leading to confusion.

Authentication Delays

The app's authorization process is slow, with users unable to receive codes promptly, hindering their ability to access and use the app efficiently.

Authorization codes are not received in a timely manner, making the app frustrating to use.

Route Search Failures

The app's route search functionality is unreliable, often returning no results or failing to initiate searches, which impedes users' ability to plan their travel effectively.

The 'Find Trains' button does nothing, making it impossible to search for routes.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Loading Issues

The app experiences significant loading delays or fails to load entirely, particularly on certain devices like the iPhone XR, indicating potential optimization issues.

Reservation Errors

Users encounter errors when attempting to book or modify reservations, with the app failing to process requests or provide error details, leading to frustration and reliance on the website.

Ticket Access Problems

The app fails to display purchased tickets or send confirmation emails, leaving users unable to access their tickets through the app, which undermines the core functionality of ticket management.

Inconsistent Information

Discrepancies between the app and website regarding reservation status and cancellations cause confusion, as users receive conflicting information from different platforms.

Authentication Delays

The app's authorization process is slow, with users unable to receive codes promptly, hindering their ability to access and use the app efficiently.

Route Search Failures

The app's route search functionality is unreliable, often returning no results or failing to initiate searches, which impedes users' ability to plan their travel effectively.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app always freezes at some point and I wind up just buying my tickets on the website. This has been happening for years.

Jdb1235!

When booking, the return date keeps defaulting to a day in the past and the app won’t let me change it. Unable to book my trip through the app.

ahahukno

For several months every time I open or try to navigate the app I get an error message 'Let’s Try Again. We are temporarily unable to process your request'. And now my reservations are not found and I need to manually enter them and changing my seats or upgrading no longer reflects in the reservation.

Jgloox

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app always freezes at some point and I wind up just buying my tickets on the website. This has been happening for years.

Candice Wu

App Store

When booking, the return date keeps defaulting to a day in the past and the app won’t let me change it. Unable to book my trip through the app.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Amtrak

Top Insights This Week

App Performance Issues

Booking Errors

Customer Service Complaints

Ticket Access Issues

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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

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts