I’m frustrated

"Internal error" when attempting to submit a booking

I have an existing booking that I'm trying to exchange for the same itinerary the following day. Every time I try to make the exchange, I get the following message:

"Whoops! Pardon us.

It seems there's been an internal error on our website. Please try your request again and if you're still having issues, call our Contact Center for assistance.

For assistance, travelers in the US please call 1-800-622-8600, travelers in Canada please call 1-800-361-7245, travelers in Mexico please call 01-800-112-6680. We can be reached Monday - Friday, 9:00am to 7:30pm Eastern Time. Thank you for your patience."

I also get the same message when I attempt to make a new booking. I've called the number provided and have been on hold for an hour, with no end in sight. Any idea what the problem is and when it will be fixed?
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  • Hi Charlie,

    I see both your original booking and your new booking. I am not sure why you are receiving the internal error message. You may want to try our Live Chat feature to see if they will be able to assist you with finalizing your new booking. They can also take your request to cancel and refund the original booking.

    As for the exchange online, if the types of trains you are changing to are different than what was originally booked, we may not be able to process the exchange.

    I would recommend that you clear your cookies, log off the website and log back in. This may help you resolve the Internal Error message on the website.

    We do have an unusual high call volume today. I am not sure why there are so many calls. You can always try later this evening or first thing tomorrow to get in touch with one of our agents.

    We apologize for any delays and errors on our website and hope that you are able to contact us to resolve this issue.

    Thank you,
    Jen
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  • - I have tried deleting cookies and cashe, reloading the page, and rebooting my computer. I have tried using google chrome, internet explorer, and firefox. I have tried on my work computer, my home computer, and my ipad. I get the same error message every time. I am able to log in, and I see my shopping cart with 3 items in it, but I cannot access the cart without getting the same message. Ditto for attempting to create a new booking or edit my existing booking. I would say it's likely a problem on your end, except it sounds like nobody else has had issues?

    - I discussed the problem with the live chat representative and she directed me to the phone number listed in the error message for further assistance.

    - I left work early, will call back and hopefully get through. I also emailed the customer care line, an address that one of your representatives gave another customer in a different topic on this community site. Hope to get this worked out.

    Are you sure there's no server problems on your end? This is strange and frustrating.
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  • Hi Charlie,

    It's always disconcerting to hear that issues cannot be resolved right away, but I'm happy to hear that this issue was resolved and you were able to get your tickets.

    Thank you for the update.
    Have a great day!
    Jen
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