Amtrak Vacations Reviews 

Amtrak Vacations

With the Fourth of July 2026 events and a major east coast heat wave approaching, I started looking in late June for a trip that would take me across the United States from my home in Washington, D.C. to northwest Canada. While I’ve spent most of my free time on six polar expeditions over the past three years, this time I wanted to see the country from the ground. Amtrak Vacations exists for travel like this.

I’ve booked a lot of long-distance family train trips between Chicago, Denver, Kansas City, and New Orleans but I arranged those trips using Amtrak’s own booking customer service – a lot like booking a flight directly with the airline instead of using a travel agent. For this trip, however, there were so many moving parts – finding sleeper car accommodation, finding hotels, arranging excursions – the better choice for me this time was Amtrak Vacations (which is part of the Railbookers Group family of brands). My guide and trip developer was Amtrak Vacations representative, Kevin Guadagnoli, who was working through Railbookers. It’s more complicated than it needs to be, but Kevin did a great job assembling my itinerary.

I sought sleeper-car accommodations for as much of the trip as possible. Check. Kevin booked me a sleeper from D.C. to Seattle. I sought transit through Chicago and Seattle with minimal time in the U.S. Check. I left D.C. on Sunday, June 28, 2026, and after a short stay in Union Station we left Chicago and arrived at Seattle’s King Street Station mid-afternoon on Monday, June 29.

I sought accommodation in Jasper and Banff, with a flight back to D.C. from Calgary. Check. Kevin booked me at the Fairmont Waterfront in Vancouver for two days and booked me a 48-hour pass for the hop-on hop-off tour bus. He booked me for the Crimson Jasper for two nights, added an icefields excursion for the 3-hour trip from Jasper to Banff (making it a 10-hour trip instead of just the three hours to get from city to city). He booked me two nights at the Hotel Canoe and Suites in Banff and booked me for a 10-hour excursion to see the very popular “Mountains, Lakes, and Waterfall Tours” roundtrip offered by Brewster Transportation and Tours from Banff. Then he checked to see how I was returning back to D.C. (on a United flight from Calgary) and he booked me a bus trip from Banff to the airport in Calgary, where I would be staying at an on-site hotel.

The only glitch worth mentioning seems to be directly related to Brewster: in my printed itinerary, I was admonished that in order to take the tour from Jasper to Banff (which was to include an 8-hour tour of the icefields and the Columbia Skywalk) I needed to call 800 760 6934 “at least 48 hours in advance to reconfirm” my booking, pickup location, and time. I started calling that number on Thursday, July 2, and repeated my efforts throughout the weekend. I stayed online 15 minutes, 30 minutes, and more, and never got through. Three times I left a message asking that Brewster call me so that I could know in advance when I was to be picked up – but no one ever called me back. I left email messages with Brewster and with Kevin and no one called me back.

I don’t know if there was anything Kevin could have done to help. While at the Crimson Jasper the hotel staff also tried, without success, to contact Brewster. This became important because while the tour was scheduled to begin at 10 a.m., I had an 8:30 a.m. conference call. Brewster called me in the middle of that call – but left no message. My conference call ended at 9 a.m. and I was at the front desk ready to go at 9:06 a.m., when I learned the tour bus arrived at 8:45 a.m. and left without me.

As I see it, by seriously reducing customer service over the holiday weekend, Brewster was able to benefit from whatever Kevin had prepaid for the ice field excursion (which I was not able to join), and my own payment for transit from Jasper to Banff. I still don’t know how much I paid for the icefields trip, and I honestly don’t know those from whom I should be seeking a refund. It’s not that I blame the bus driver who left without me – he or she clearly did the right thing. And really, I can’t blame Kevin for Brewster’s poor conduct.

Brewster’s ground crew members were excellent – great buses, great drivers, great hosts. Their customer service branch, however, could use some training, unless Brewster has found that it’s profitable not to answer their phones over the weekend. That bump in the road aside, Kevin put together an awesome cross-country trip.

Total cost included trip coverage through TripMate, underwritten by General Global Assistance ($1,089). Including this coverage, the total invoice for all travel, including rail, insurance, lodging, and excursions, was $12,234.85. Not bad for an 11-day trip that included as much as I found during this vacation.

Our trip started out ok, train was on time. Our sleeper car room was very very small, I don't think that we were fully prepared for that. We traveled from Seattle to glacier. Food was pretty bad. Glacier hotel and food was great. Problems mainly began on the way home. Our train was delayed 2 hour, our sleeper car was disgustingly dirty including a big blood stain on the harness that keeps you from falling out of the top bed. All in all we were 8 hours late getting into Seattle. It has taken me over a month to get any sort of refund back—and I was just told that we’ll get $812 refunded on our $6000 trip. That’s an utter joke. Never again will we travel with Amtrak

I’m so incredibly thankful for the hard working Amtrak Vacations phone staff, but I absolutely must specifically point out the incredibly helpful, consistently polite, professionally knowledgeable, and friendly Amtrak representative named Victoria. Nothing feels more warm and friendly than calling an organization as large and complex as Amtrak 2-3 weeks after making initial reservations and actually be clearly recognized by the representative that initially helped me. She personifies the best that any company could hope for in a representative in a front-facing position. As I write, I’m in the midst of an 11 day train journey; a slow life course correction from my home in Bellingham WA to San Antonio TX, with a 4 day stop in Iowa to visit my sister, and to ultimately provide CNA care for my aging parents in TX. This move has been a tremendous challenge and has taken months to plan and prepare. Victoria has been “by my side” from the first phone call I made months ago, to my most recent schedule concern this afternoon. How fortunate I’ve been to coincidentally have her help me nearly every time I call! She is genuinely interested in my story, reflective and validating, always supportive, and endlessly patient with my questions and concerns. She has been just amazingly kind and thoughtful, and I just really feel like Amtrak and Victoria are the best friends I could ask for during this difficult but incredibly honorable time. Thank you Victoria, for going far beyond what is expected of anyone in your position. The work you’ve done gives us all great hope and faith in the continued long life of our beloved Amtrak. With deep sincerity and gratitude, Marc.

Great experience with Kevin Helton. He went above and beyond what I called about and gave me great tips on our upcoming trip!
Thank you Kevin!!!

I booked a Amtrack vacation package to go to New Orleans from 05/28-06/2. I always wanted to go on a train ride to a destination. This was on my bucket list. The morning on my departure date, around 2 am. I received a text stating my train to New Orleans was canceled, due to a derailment on their route. I call Amtrack to see what was going on, I was informed to contact Amtrack vacations, so I called them. I ask are they going to find an other train, or other means to get to my destination. They told me that I would have to fine my own way there. Not very good customer service in their part. So I had to find a last minute air fare to New Orleans. Then on the morning of the day I was to take the train back to Chicago, I received an other text at around the same time 2 am, tell me this train was canceled due to an other derailment. I find it very improbable that there where 2 derailment. Again Amtrack Vacations would not assist me in finding outer means of transportation. Their customer service is not up to par, very disappointing with Amtrack and Amtrack vacations. This trip was on my buck list. I always wanted to take a Train vacation. I did receive a full refund for the way there and back. The money wasn't an issue. But not even trying to help me with other means to get their or back, not excepable. I most likely won't ever use Amtrack, or Amtrack vacation in the future.

We had the incredible luck to deal with Victoria Peterson in customer service after Amtrak experienced an equipment change that left us without a room on our cross-country trip, despite having booked months earlier. This was an issue that was not AV’s fault but Victoria took the problem on as if it were her own and went way above and beyond to be sympathetic, helpful, problem-solving and just plain kind throughout all the (many) back and forths to get us a resolution.
We had a less than stellar experience with our initial booker but Victoria more than made up for that. I feel so much more confident heading out on the trip knowing that if we have an issue, Victoria will be there.

I have been working with Amtrak Vacations for several months now, and I just spoke with Hilary. She was beyond helpful. She clarified a few confusing items in my booking for me, as well as realized a promo needed to be applied, which resulted in savings for me. I am very appreciative!

Ms. Sammi is a wonderful customer service agent, she is polite & professional, she help me to get the best deal for my train vacation. We really appreciate her!

David L.

I had booked a trip earlier this year to New Orleans. Found out by accident this week that the departure times changed but I was not notified! The original booker and a follow-up did not really help me, and insisted the departure time had not changed. I contacted a different agent by phone, Hilary K, who totally understood my concern, looked into it with Amtrak, and found that yes, the departure times HAD changed! She did not know why I was not re ticketed, as my trip was coming up shortly, but then contacted Amtrak and verified that I would be receiving corrected e tickets, which I did shortly thereafter. Hilary was a pleasure to deal with, and I would certainly recommended her!

Hilary Klein was really super nice and one of the most help agents from anywhere that I have spoken with in a good while.

Working with Hilary K, today to make several modifications to our Glacier Park rail tour, was effortless! Hilary answered every question and addressed all of my concerns. All necessary changes were make with efficiency and expediency. I recommend Hilary to anyone needing any sort of assistance with your Amtrak vacation plans. She is well traveled and an excellent resource for all things related to Amtrak!
Patty T

I am writing to publicly thank Amtrak travel service agents Victoria and Hillary for being so understanding of a reservation problem, which they both worked with empathy and diligence to help me resolve to my satisfaction . Victoria notified me of a less-than-obvious vehicle resevation add-on fee, and showed concern for me as a customer by notifying me well in advance of my travel. I am so grateful to both Victoria and Hillary for their timely notification and assistance to resolve the reservation issue now, instead of later, when I would've had to manage this in the middle of my vacation. I appreciate you both for your situational awareness, as well as your care for your customer's overall travel experience.

Railbookers do a wonderful job for our clients! They have a friendly team and great itineraries. We look forward to working with them on future custom itineraries.

Hilary Klein was amazing to work with, very thorough and professional.

We have had some issues with our booking. I called numerous times for assistance to no avail. Then I got to speak to Sammi and she took care of the problems right away. She deserves a raise and a promotion!!!

Hilary did a wonderful job of helping me upgrade my accommodations on very short notice. Although it took awhile to accomplish, she stayed with me the entire time. I don't think this would have happened if I was doing a chat. I much prefer actually talking directly with someone, not through a chat.

I was lucky to connect with William Borchert
Senior Customer Support Specialist for Railbookers. He is a real professional with a wealth of knowledge.

He provided outstanding customer service, worthy of recognition, as he wholeheartedly exceeded the standard of service.

I have spent over 45 years in the travel and hospitality industry, starting as a bellman and advancing to executive roles. William made me feel that the expectations my wife and I have for this trip were important to him as well!

Thank you,

James Patrick

Derek stuck with me and shaped the perfect vacation!

I spoke with others who never even called me back.

Hilary was so helpful with my needs and so knowledgeable about questions that I had. Definitely an asset to the Amtrak Vacations staff.

I have to say that I had the pleasure of working with Steve Mains at Railbookers and he was most excellent. He spent a great deal of time with me on two separate phone calls, looking for answers to my rather detailed questions and he gave me perfect information both times! I highly recommend asking for him specifically if you want great customer service!