Amtrak

User Experience Report

Week of April 3rd, 2025

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

Login Issues

A significant number of users, approximately 20%, report difficulties with the login process, including being logged out frequently and needing to retrieve a code via email, which is cumbersome and inefficient.

Requiring a code sent via email to access this application is inefficient and inconvenient.

Guest Rewards Problems

Around 15% of users experience issues with the Guest Rewards system, such as being unable to access or apply rewards and perks through the app, leading to frustration and missed opportunities.

I cannot get the app to open my guest rewards; it sends me in a circle back to the home page.

App Glitches and Errors

Approximately 25% of users encounter frequent glitches and errors, such as app freezing, crashing, or failing to process transactions, which disrupts the booking experience.

The app never works; it constantly freezes up and glitches.

Navigation and Usability

About 18% of users find the app's navigation unintuitive and cumbersome, with difficulties in accessing important features like train status and trip information.

The new upgrade makes it really complicated to see when your train is and what station it's going to.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Trainline

Trainline receives high praise for its user-friendly interface and efficient booking process, with many users appreciating the ease of use and the ability to find good deals. However, some users express frustration with occasional glitches and issues with ticket management.

#2 RUNNER UP

Omio

Omio is appreciated for its comprehensive travel options and ease of use, allowing users to compare prices across different modes of transport. Despite this, some users report issues with customer service and discrepancies in ticket pricing.

#3 Straggler

Amtrak

Amtrak receives mixed feedback, with users appreciating the convenience of booking and the overall travel experience. However, there are significant complaints about app functionality, frequent glitches, and issues with customer service, leading to frustration among users.

Nuggets

Major Highlights of the Week

The app frequently logs users out and requires a cumbersome code retrieval process for re-login, disrupting user experience. This inefficiency in the login process is a significant barrier to seamless app usage.

Requiring a code sent via email to access this application is inefficient.

Guest Rewards Issues

Users face difficulties accessing and utilizing their Guest Rewards points, with the app often redirecting them in circles or failing to apply perks. This undermines the value proposition of the rewards program.

I cannot get the app to open my guest rewards; it sends me in a circle back to the home page.

Booking Errors

The app struggles with processing transactions, often resulting in errors or price changes during booking, which frustrates users and leads to financial discrepancies. This instability in the booking process erodes trust.

While purchasing my ticket, it glitched twice and then told me the price had gone up.

Feature Removal

The removal of the Passport station stamp collector feature has disappointed users who valued it for tracking station visits, indicating a loss of a unique engagement tool. This decision has negatively impacted user satisfaction.

A lot of us liked the Passport feature; it was a cool way of keeping track of the stations we've visited.

Navigation Challenges

The app's navigation is not intuitive, with users struggling to find essential features like train status and trip details, leading to a cumbersome user experience. This lack of intuitive design hinders efficient app usage.

Why did you remove/hide the most important button 'Status'? I need to see when to pick up my passengers!

Split Payment Limitation

The app does not support split payments, which is a significant limitation for users who rely on employer benefits or multiple payment methods. This lack of flexibility in payment options is a critical gap in functionality.

The app doesn’t allow for split payment, so I called customer service, and they were not able to accept split payment either.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Guest Rewards Issues

Booking Errors

Feature Removal

Navigation Challenges

Split Payment Limitation

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is adequate for simple transactions, but I can't access my guest rewards or apply perks like companion tickets. I end up buying tickets at stations and losing perks due to time constraints. Please improve the guest rewards interface.

Lablilies

Week of April 3rd, 2025

The app requires a code sent via email for login, which is inefficient. Navigating between apps to retrieve the code is inconvenient and disrupts the user experience.

DaRev504

Week of April 3rd, 2025

I tried to buy a monthly commuter ticket, but the app doesn't allow split payments. Customer service couldn't help either. It's frustrating that the app can't handle split payments for a $330 ticket.

Beth00123

Week of April 3rd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

The app requires a code sent via email for login, which is inefficient. Navigating between apps to retrieve the code is inconvenient and disrupts the user experience.

Kelly Williams

Google Play

I tried to buy a monthly commuter ticket, but the app doesn't allow split payments. Customer service couldn't help either. It's frustrating that the app can't handle split payments for a $330 ticket.

Koray Okumus

Google Play

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User Experience Report

Amtrak

Top Insights This Week

Login Issues

Guest Rewards Problems

App Glitches and Errors

Navigation and Usability

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

Start your 14-day free trial

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