I don't recall that I made a complaint. My experience with Amtrak was excellent. Once I was able to speak to an agent, my trip plans we're made quickly and efficiently. The agent was very pleasant. The only issue I had was that I was on hold for approximately 35 minutes. That can be frustrating, but in my situation, I did other business while waiting for my call to be answered. It was worth the wait because I was unable to navigate the trip planning online. ismfrustrating User's recommendation: Be prepared to be put on hold. If you expect an immediate answer, you may be frustrated.