We purchased business class tickets for my husband, myself, and our two young children for our recent Amtrak trip. We arrived 40 minutes early to ensure we could sit together as a family. However, once we boarded, there were no available seats for four together except for the table seating in coach. When I explained to the attendant that I was not comfortable with my 7-year-old sitting next to a stranger, he refused to let us sit there, even though it was empty at the time. His response was dismissive "I'll let you figure it out" before walking away and later giving that exact table to four passengers who boarded after us. This was not the level of service we expected in business class. The lack of empathy and unwillingness to accommodate a family with small children especially after arriving early and paying for upgraded seats was extremely disappointing. Amtrak should ensure attendants are trained to prioritize safety, comfort, and reasonable seating accommodations for families. read more

Amtrak pretty much has no rules or policies to make it a comfortable trip traveling as a family. If you're a single rider I'd imagine it's simple because you just need 1 seat. You have single riders and double riders taking up the 4 seat sections and kids all scattered throughout the train. Someday Amtrak will come to the 21st century and upgrade their website so you can choose your seats according to how many passengers you have. Don't travel as a family on here because you will be stressed and disappointed at the customer service. Also they don't regulate the snacks. People come on and fill their whole backpacks up as soon as the workers are out of site. For being federally owned it's a joke of a company. read more

every single time i try to take the train it is a horrendous experience. i have gotten stuck ON the train for nearly 8 hours when the ride was 2, i've been stuck waiting at the station for hours because its late. amtrack needs to get their stuff together. they never offer refunds, credits, or even drinks and food for the inconvenience. ABSOLUTELY SICK OF THIS read more

My husband took the train from Bloomington to Chicago, where he was supposed to catch a flight to Vegas. The train was supposed to leave Bloomington at around 11. When we got there, they said the train was delayed until around 1:30 which we were fine with because his flight wasn't until 8 pm out of O'Hare. Well when they were near Joliet, their train hit a pedestrian. They were stuck sitting for 4 hours. They had gotten buses to come pick them up. When the busses got there, the police released them saying that the investigation was complete. So they canceled the buses and they were stuck sitting for another hour or so. Long story short, he missed his flight anyway and didn't get to the airport until after 9. There were no other flights out until the next day but we didn't want to pay extra for him to stay at a hotel and fly out the next day (which would've been an additional $200 for the flight). So we had to drive from Central Illinois to Chicago at 11 pm to pick him up and the money we spent on the flight was wasted and couldn't get ahold of anyone to help us out with the situation. They were unapologetic and we will never be using Amtrak again. read more

So I've had a couple of experiences now with the train on my way south to see the fam for the holidays. All in all for the price, you can't beat it. If you have ANY more comfortable means to get where you're going I would suggest doing so. Positive's: No headache of driving, and you can drink while you are headed to your destination! Not to many other forms of transportation can do that, without heading through long security lines etc. That brings up another positive which is the ease in which you just board the train, and are on your way. No "Be here 2 hours early for security", just grab your ticket and get on. Negative's: The food car is all microwavable sandwiches, and expensive drinks. There are a couple saving graces like yogurt parfaits etc that create some options for decent snacks. Also the seats are really uncomfortable, and I can't imagine riding for too long a distance which could be an issue on trips out of state. WI-FI? Sometimes.. Train down didn't; one back did. Also rando stops will occur. Whether it be an issue with a broken track, passing train, or cargo pick up, you are at the mercy of the rail. So don't expect everything to be exactly on time. I'd let me ride go ahead and know that at your destination point. Will I continue to ride the Amtrak; Yes. Although I will be bringing my own snacks, booze, and if I were going really far pillow. So get prepared to sit, and enjoy the not so scenic views of each small town railway area you pass through on the way. read more

Trains often run late. Station in Normal is new and clean and awesome. Too bad the service is so unreliable. Figure in an hour delay from Chicago - Normal Route. read more

My little brother was traveling with Amtrak at the uptown normal station. He called me and notified me that the customer service representative told him he voukd not bring his luggage on board because it was in a plastic bag. I knew that was not true because I've traveled once before with a plastic bag. Its was 20 minutes before the train was arriving she made him walk to the local cvs gladly it was far and they had laundry bags. I called Amtrak CS to see if it was true like I thought it was not as long as his bag did not exceed past 60 pounds. Terrible customer service being a amtrak rewards customer makes me not want to use their service. Please train your employees. read more

I took the train to Jolliet IL from STL. I was surprised at how many people take two seats to sprawl out and sleep. I kept walking to the next car hoping to fin a seat, and I did, last row of last car. Decent ride, people kept to themselves however being in the rear of last row, I could not here announcements well, so ALMOST missed my stop. I was up and moving by to front & train conductor was rude as he{{ to me about being so slow. They through everyone was off and here I come along to encounter an unhelpful employee who could not have been any less friendly or nice. On return trip Saturday morning, this woman conductor was giving me grief for most of my trip and on a power trip thinking she is something, working for Amtrak and all. As is any job, and even Amtrak, your employee status don't mean squat if you choose to do your job badly by treating your guests like crap. read more

If I could rate this zero stars, I would. The employees on my 5 hour train ride were EXTREMELY rude and inconsiderate. I was sitting in an empty seat across from my friend so I could sleep. Keep in mind there are SEVERAL open seats throughout the car. The ticket man or whatever he does asked my friend to WAKE ME UP DURING MY NAP. There was no one needing seats and I did not realize sleeping in extra seats was unacceptable, especially after paying $70+ for a ticket... He called me rude to other passengers. This whole experience was 0/10 would never do again. Also, the food tastes like rubber and is made in plastic baggies in microwaves. DO NOT RECOMMEND!!! read more

I took a train on April 10th to Chicago union station. This place is terrible, my train was 45 minutes late getting to chicago. The train itself was as expected and nothing worse, the ride was pleasant. I took another train back from Chicago to Bloomington on the 13th. First of all, the train was awesome I got to recline my feet and lean back with plenty of room. I will never ride amtrak again though because my train sat in the middle of nowhere for close to 45 minutes. No movement. That train ended you being an hour and a half late. I was suppose to arrive at 4:04. At 3:45 the conductor made an announcement that we would be delayed, but did not say how long. This was absolutely ridiculous and I will be telling everyone. I ended up in quite a bit of trouble with how late to work I was due to this train being so freaking late. Everyone around me was furious, the conductors just acted like it was expected that this train be an HOUR and a HALF LATE. Both my trains were extremely late. They are unacceptable unreliable and offer no condolences. I was dumbfounded at how nonchalant the conductors were. Imagine how many people's days were ruined because of this. One women said that because our train hadn't arrived at the right time, she would now miss the bus to Peoria and have to wait for another 2 hours for another bus or pay an expensive cab ride. Unbelievable. read more

I take Amtak to Bloomington-Normal once a month or so. If you book far enough out, you can get fares as low as $28 RT which is cheaper than driving and much more relaxing. I used to battle the Stevenson traffic out of Chicago in the evening and back in on Monday morning and it was a hassle, especially when it rained or snowed. The train to B-N is usually close to on time but coming into Chicago it averages at least 1/2 hour late. Cheapest prices are M-Th & Sat but even on F & Su you can travel roundtrip for as low as $34 if you book ahead. read more

If you don't interact with any of the employees, it's a pleasant place to be. The moment I asked someone for help, I felt unwelcome and uncomfortable by the lack of professionalism and sense of customer service. Aside from the bitter employees, the trains have almost always been late each time I've taken Amtrak. One train ride was delayed for 7 hours... on the train. Complete misery. This place definitely has the aesthetics, but needs some serious work, otherwise. Lets just say never again would I like to speak to one of their employees again. read more

I often work within walking distance of Union Station in Chicago, and I live within walking distance of the Bloomington-Normal Amtrak station. Over the past two years, I've taken the train between Chicago and Normal at least 85 times. When the train is running on time, it's an unbeatible way to travel-- it takes roughly 2 hours and 20 minutes, one can nap or work, and with a 10-ride ticket it costs much less than the price of gasoline. But when the train is late or delayed-- which is unfortunately pretty often-- it's a frustrating trip that can take as long as 4 hours. In my dozens of trips over two years riding TO Chicago, the train has been on time (within 10-15 minutes of the target arrival time) only about 30-40% of the time. On the southbound trip, the on-time performance is closer to 80% or so. Yet even with frustrating delays somewhat common, the train is often crowded. The Bloomington-Normal Amtrak parking lot is now often filled to capacity. UPDATE: The on time reliability of Amtrak has greatly improved over the past several months. I have heard some people say that because of the downturn in the economy, there are many fewer freight trains these days to throw Amtrak trains off schedule. The last four trains I've taken have either been on time or arrived at their destination a few minutes early. read more

Everyone is always so accomodating and helpful to my unaccompanied minor children. I couldn't ask for better service.

Seems like every time my daughter takes the train home from ISU the train is late, sick of this, today it's an hour past due.

I AM NEVER TAKING A TRAIN FROM HERE EVER AGAIN. I am now taking a train over two hours after I was originally supposed to leave. GET YOUR SCHEDULE ON TIME!!! I have no missed events that I was going to go home for and AM NOT HAPPY read more

Train from Normal to Union Station then return 3 days later. We had to walk all the way to the front to find two seats together as conductors let singles bogart two seats for entire trip. Sat next to door so had a freezing breeze on us the entire trip. Ice on doors and floor. On the way back train was over two hours late. The gentleman directing passengers to seating did not know the seating arrangements so he lost his temper with passengers asking questions. Our business class car was frigid entire trip. Had to remind conductor to unlock the door to close off compartment from the vestibule. Business class passengers not offered complimentary beverage or paper. Announcements for stops made less than one minute before stops. usually without instructions on which exit to take. Found two conductors sitting in the front lounge so we would find out which exit we could take on our stop. Train lurched and stopped entire trip. Compliments to the engineer for keeping the train functioning. Train had to stop and let othetr trains pass on single lines, thjis after millions spent on "high speed rail improvements." Arrived 4 hours late. The next train right behind us. After 20 minutes everyone ordered to leave station and locked out in sub 0 degree temperatures after 11:0PM. Forced to wait for rides in cold. Summary: Like 19th century service in third world country. read more

I bought tickets for my daughter and I to go from Bloomington, IL to Joliet, IL, but a few hours before the trip I ended up in the hospital due to a nasty kidney stone. I submitted proof of my hospital stay to Amtrak and they refunded our entire cost. I never thought they would, but was so pleasantly surprised when they did. I was so impressed and very thankful. Thank you Amtrak! read more

Amazing customer service! I purchased a train ticket for 6:00 at night a couple days prior to my trip home. On the day I was scheduled to leave, I printed my ticket and realized that I accidentally purchased a ticket for 7:00am and my train already left. I called the general Amtrak and was helped wonderfully! The gentleman I spoke with on the phone, Chris, was able to call and have my ticket lifted and rescheduled for the 6:00 train that I originally planned on taking (even though they were not selling tickets for this train any longer). I was just told to go to the front desk to get a new ticket printed. When I arrived, the lady at the desk searched for my ticket and was able to help me find my information. She realized that something went wrong with lifting my ticket and it would not allow it to be printed properly. She met me at the platform and explained my situation to the conductor and proved I bought a valid ticket and could not be printed. The conductor asked me a few questions once I was on the train, but I was finally able to breathe and relax once I made it onboard. My only advice is to make sure you check your tickets more clearly and ahead of time :) Overall, I am thankful for all the help I received with Amtrak! read more

THIS TRAIN LINE SUCKS! Got on the train and got all but 10 minutes away from my destination and the train brakes down. No updates at all and no one checking on the passengers. Still waiting and they are doing nothing to help the problem. Supposed to get there at 9:15....it's now 10:10... WTF so rude and terrible service -10/10!!!!!!! Never coming here again read more

My train is over an hour late. I understand that there are difficulties that occur with Amtrak that the passengers cannot see or understand, but over an hour late is absurd. I am incredibly disappointed in my experience, and this is not the first time this has happened. Get it together, Amtrak. read more

On our two week vacation this year we spent several days on Amtrak Empire builder and the California Zephyr the staff were wonderful, helpful and kind. On our way back from California one of our Amtrak trains, from Chicago to Bloomington Normal IL, didn't have baggage handling. We had one large, one Medium suitcases and 4 over our shoulders bags and no to help us on with the larger bags. My husband is a 70year old Disabled American Veteran and I'm a 68 year old weakling. We couldn't lift the two larger bags to the overhead racks but we noticed someone's bag in a seat so we put ours on the floor in front of the seats across from us, when the Porter saw them he frowned at us and in a not so friendly manner told us the bags had to go on top. When we explained we couldn't lift them he glared, shook his head, slammed our bags in the overhead and walked away, so embarrassing. Luckily a kind man took them down once we reached our destination. Turned out the luggage we saw as we walked to our seats belonged to the Porter. read more