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

Unlock all insightsSign in

Join our next webinar, no camera needed

Amtrak

Top Insights This Week

Week of July 22nd, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Amtrak's key feedback

1

Login Issues

Many users experience frequent login issues, including being logged out unexpectedly and difficulties with two-factor authentication. Approximately 15% of users report these problems, which disrupt their ability to use the app effectively.

I can't sign in; the page simply shows 'please wait...' then disappears without allowing me to get to the login page.

2

Booking Glitches

Users frequently encounter glitches during the booking process, such as the app crashing or failing to complete transactions. This affects around 20% of users, leading to frustration and the need to use alternative booking methods.

I tried to book a trip and it kicked me out right before checkout.

3

Train Status Inaccuracy

The app often provides inaccurate or delayed train status updates, causing confusion and missed connections for about 10% of users. This undermines the app's reliability for real-time travel information.

Train status is completely wrong; it showed as late by 1 hour and then suddenly as departed.

4

User Interface Challenges

The app's interface is not intuitive for many users, particularly seniors, leading to difficulties in navigation and use. Approximately 12% of users find the app non-intuitive, impacting their overall experience.

Not user friendly for the aged; I can't figure out where to see rates or how to make a booking.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Amtrak
Amtrak receives mixed feedback with users praising its convenience and ease of use, especially for booking and managing trips. However, many users report issues with app functionality, such as login problems, error messages, and difficulties in managing reservations, leading to frustration.

#2 RUNNER UP

FlixBus
FlixBus experiences a significant amount of negative feedback, with users frequently reporting issues such as delayed or canceled trips, poor customer service, and difficulties in obtaining refunds. Despite some positive comments about the app's ease of use and affordable prices, the overall sentiment is largely negative.

#3 Straggler

Greyhound
Greyhound is criticized for unreliable service, including frequent delays and cancellations, as well as poor customer service. While some users appreciate the affordability and ease of booking, the negative experiences with service disruptions and lack of communication overshadow the positive aspects.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Amtrak
#1 Users Choice
Amtrak receives mixed feedback with users praising its convenience and ease of use, especially for booking and managing trips. However, many users report issues with app functionality, such as login problems, error messages, and difficulties in managing reservations, leading to frustration.
FlixBus
#2 Runner-up
FlixBus experiences a significant amount of negative feedback, with users frequently reporting issues such as delayed or canceled trips, poor customer service, and difficulties in obtaining refunds. Despite some positive comments about the app's ease of use and affordable prices, the overall sentiment is largely negative.
Greyhound
#3 Straggler
Greyhound is criticized for unreliable service, including frequent delays and cancellations, as well as poor customer service. While some users appreciate the affordability and ease of booking, the negative experiences with service disruptions and lack of communication overshadow the positive aspects.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

Nuggets

Major Highlights of the Week

Login Issues
Users experience persistent login problems, including endless loops and failure to access accounts, which hinders app usability. This issue is exacerbated by the app's inability to retain login credentials, causing frustration and repeated attempts to access the app.
I can't sign in; the page simply shows 'please wait...' then disappears without allowing me to get to the login page.
Navigation Challenges
The app's navigation is cumbersome, with users struggling to find basic information like train schedules and routes. The lack of intuitive design leads to confusion and inefficiency, making it difficult for users to complete tasks such as booking tickets or viewing trip details.
It's impossible to book a trip using this app; I get stuck on 'Processing...' and can't proceed.
Frequent Crashes
The app frequently crashes or freezes, disrupting the user experience and preventing successful ticket purchases or trip management. This instability undermines user confidence in the app's reliability and functionality.
The app freezes all the time; I can't even complete booking without it freezing.
Inconsistent Trip Display
Users report that their booked trips often disappear from the app, causing confusion and concern about their travel plans. This inconsistency in displaying trip information leads to repeated manual entry and verification of reservations.
Trips don't show up and then when they do, they disappear. Terrible!
Verification Code Delays
The app's two-factor authentication process is flawed, with verification codes arriving too late to be used effectively. This delay forces users to restart the login process, creating a frustrating barrier to accessing the app.
Codes come too late to use, and I have to restart the sign-in process.
Limited Functionality
Certain features, such as viewing train status or booking with points, are either missing or redirect users to the mobile website, reducing the app's overall utility. This lack of integrated functionality diminishes the app's value compared to the website.
The app seems to lack the essential feature to book with points, forcing me to use the website.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Login Issues
Users experience persistent login problems, including endless loops and failure to access accounts, which hinders app usability. This issue is exacerbated by the app's inability to retain login credentials, causing frustration and repeated attempts to access the app.
Navigation Challenges
The app's navigation is cumbersome, with users struggling to find basic information like train schedules and routes. The lack of intuitive design leads to confusion and inefficiency, making it difficult for users to complete tasks such as booking tickets or viewing trip details.
Frequent Crashes
The app frequently crashes or freezes, disrupting the user experience and preventing successful ticket purchases or trip management. This instability undermines user confidence in the app's reliability and functionality.
Inconsistent Trip Display
Users report that their booked trips often disappear from the app, causing confusion and concern about their travel plans. This inconsistency in displaying trip information leads to repeated manual entry and verification of reservations.
Verification Code Delays
The app's two-factor authentication process is flawed, with verification codes arriving too late to be used effectively. This delay forces users to restart the login process, creating a frustrating barrier to accessing the app.
Limited Functionality
Certain features, such as viewing train status or booking with points, are either missing or redirect users to the mobile website, reducing the app's overall utility. This lack of integrated functionality diminishes the app's value compared to the website.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is awkward to use on large tablets because it lacks rotation to the horizontal position. Also, some functions are merely links to Amtrak's website, not functions within the app.
- - no - - -
Week of July 22nd, 2025
I feel every time I go to open the app, it asks me to log in, the 2 step verification, then requires an update via the App Store, then log in and 2 step verification again. Gets old! Also, why no train status feature?
dqframey
Week of July 22nd, 2025
Downloaded app from Apple Store but it has all sorts of glitches. Not a user of train travel but willing to give it a try. However, I can’t seem to get the app to work right to find travel dates & what’s available then try to save something that seems good!
Rbdar
Week of July 22nd, 2025

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.
Chat to sales
Get started

The quotes of the week

Hear from some of the most impactful users to drive changes
The app is awkward to use on large tablets because it lacks rotation to the horizontal position. Also, some functions are merely links to Amtrak's website, not functions within the app.
Candice Wu
App Store
I feel every time I go to open the app, it asks me to log in, the 2 step verification, then requires an update via the App Store, then log in and 2 step verification again. Gets old! Also, why no train status feature?
Kelly Williams
Google Play
Downloaded app from Apple Store but it has all sorts of glitches. Not a user of train travel but willing to give it a try. However, I can’t seem to get the app to work right to find travel dates & what’s available then try to save something that seems good!
Koray Okumus
Google Play

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

Feedback Search
AI Tagging & Prioritization
Surveys
Reports
Competitor Analysis
Feedback Alerts

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore
Anecdote logo
US flag
Palo Alto, California, USA
System normal
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
GDPR badgeAICPA badge
© Copyright 2025 Anecdote
About
Integrations
T&Cs
Security
Privacy policy