Amtrak: Excellent Guest Rewards Service
Friday, August 25th, 2006 by Aaron HockleyMy last experience redeeming Amtrak Guest Rewards points for travel was a bad one, with an agent who was hard to understand, couldn’t provide definitive answers, and didn’t seem to know much about train travel in general.
I’m happy to report that today I had a much better experience… in fact, I doubt it could have been any smoother. Next month I’ll be taking a railfan trip to Colorado and Wyoming, and I’ll be getting there via Amtrak to Denver. I wanted to redeem Guest Reward points for a roomette from Vancouver, WA to Sacramento on #11, followed by a roomette on #6 east to Denver.
I called the 800-number and after “Jackie” confirmed my rewards number and phone, she asked if I would be booking sleeper travel. I said yes, and she brought another agent, “Mike” onto the line. Mike handled the reservation and it was perfect. He was able to book me on the exact trip I wanted. He even noted that the system had booked me into lower-level rooms and asked if I would prefer upper level. He then read to me the list of all available rooms/cars on those trains and asked exactly which one I wanted.
Mike confirmed the train numbers, arrival/departure times, and all other pertinent information. He asked if I’d like to have the tickets mailed or pick them up at a station. He confirmed my e-mail address and sent a reservation confirmation via e-mail.
My experience with Mike today was exactly how every Amtrak customer service experience should be.



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