Dear Valued NEC Customer,
Amtrak is committed to providing a quality experience with on-time service that exceeds customer expectations. Unfortunately, a unique combination of events recently caused major delays in the New York area, affecting travel along a significant section of the Northeast Corridor.
On behalf of the entire Amtrak team – I apologize to everyone who was inconvenienced.
While we are still investigating the root cause of each delay, we do know that, yesterday, a circuit breaker powering our trains experienced a catastrophic failure on one of the hottest days of the year and a serious brush fire also came close to our tracks.
Additionally, we are working with our partners at NJ TRANSIT to understand and address recent disruptions associated with NJT trains operating on Amtrak’s Northeast Corridor infrastructure, which appears unique to the equipment and area. We have established a joint team with NJT to identify the source of this damage and implement improvements.
Regardless of the causes that led to these delays, you deserve better service and we are committed to providing it. We are reviewing each incident with the goal of improving your future travel, while continuing to advance unprecedented investments that are modernizing and strengthening the NEC.
Our Customer Care Team is working with Amtrak customers who were affected by delays. If you need immediate assistance, please reach out to a member of our Customer Care Team via text at 268725 (AMTRAK), chat via Amtrak.com, by sending us an email, or giving us a call at 1-800-USA-RAIL (1-800-872-7245) or TTY 1-800-523-6590.
Thank you for your continued loyalty and for placing your trust in us as we work to provide the high-quality service that you expect.
Learn about our customer service commitments here: https://www.amtrak.com/amtrak-customer-service-commitments.
Sincerely,
Roger Harris
Amtrak President
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