On December 29th I called the Select Executive Amtrak Rep to book at trip from Los Angeles Union station(LAX) to Tucson for February 12th, using cash. I check on line before I called and found the Sunset Limited roomette cost $238...while strangely the Texas Eagle #422, same departure, same train, same tracks, cost $348. So I told the rep that I wanted to book LAX to Tucson for February 12th and was told that it would cost $348. I said I want the $238 train, Train #2. Ahhh, I was told that costs $238. I asked why would anyone pay $110 more to ride the same tracks? I was told, " Well people prefer that." I also wondered why the rep would have choosen a more expensive train for me. I asked no more questions and booked my ticket on the Sunset Limited. Later that same day December 29th, I decided to have my wife call to book the same exact booking I had just made. She was also first booked on Train 422 and told it would be $348. When she challenged the cost and asked why she was not told of the Sunset Limited, she was given the same answer I was given earlier that same day. So...What is going on? Has anyone else gotten this "up charge"? If I hadn't been looking at the Amtrak website, I would have assumed the only train from LAX- Tucson cost $348. Something is going on that shouldn't. Help me understand.
Issues booking LAX to Tucson with AGR Agent
- Thread starter SKS1944
- Start date
Help Support Amtrak Unlimited Discussion Forum:
This is pretty common on combined Trains( ie #7/#27/#8/#28/#2/#422/#1/421) since the Sections that travel the farthest from the Station where they are switched usually cost more for Rail Fare and Room Charges.
For example, Train #422( Coach and Sleeper) runs on the Rear of #2 the Sunset Ltd between LAX and SAS, where it is cut out and hooked to Train #22 the Texas Eagle for the Run between SAS and CHI.( #22 is almost always a Lower Fare SAS-CHI.)
Part of it is wanting to reserve Space for " Thru Passengers" as opposed to " Shorts" that only travel part way on the Route.
Of course "Supply and Demand " drive the Fares, with Amtrak trying to Maximize Revenue on all LD Trains.
Sounds like yall might have gotten New Agents who didnt realize that the Trains in question were actually just one Train between LAX and Tucson.
I had this exact thing happen years ago. Some things never change.
The inventory and pricing for 422 and 2 are completely separate. But you'd think the reps would check both for combined trains.
The inventory and pricing for 422 and 2 are completely separate. But you'd think the reps would check both for combined trains.
Devil's Advocate
⠀⠀⠀
Even if such people do exist that's no reason to hide the lower fare from everyone who would prefer to pay less for the same service. Even if I can afford the highest bucket I still prefer to get the best deal I can find and the lower the price the less poor service bothers me. In the end every traveler has to due his own diligence and be his own advocate or else he risks being played for a fool.
I've had call center staff quote fares that are nowhere on the website and price things in ways that make no sense and cannot be explained. So far as I can tell Amtrak call center staff never ride the trains they sell and have no idea how trains differ from each other.
Last edited:
As said, each section of a combined train is priced individually, according to its own supply and demand sales.
I would guess that the reservations system lists each train in a constant order, irregardless of how the fares may fluctuate over time, and to expedite each call, the reservation sales agent looks no further than the first one listed, unless asked.
Perhaps someone that regularly checks this, can share their findings?
I would guess that the reservations system lists each train in a constant order, irregardless of how the fares may fluctuate over time, and to expedite each call, the reservation sales agent looks no further than the first one listed, unless asked.
Perhaps someone that regularly checks this, can share their findings?
I have generally found AGR call center staff helpful and reasonably knowledgeable within limits. However, with that said, my knowledge of Amtrak practices and operations is useful in ensuring all options are explored and in getting me the closest to what I want at the best possible price.
The known limitations of the call center doesn't deter me from using them routinely. I never make sleeper reservations online since I am somewhat picky about roomette location so want to be able to check what I am getting and change it if possible before pulling the trigger.
I do, however, thoroughly price the trip online before calling.
In this situation, if quoted a price LAX-TUS on 422 higher than what I found online for 2, I'd just politely ask the agent to check on 2 as well. Even saying that it didn't match the price found online.
422 is likely to typically be more expensive than 2 since it has less capacity, especially since the Sunset got its transdorm back.
I doubt it is a deliberate ploy to sell the higher priced inventory, but rather a combination of an old and brittle reservations system and an underinformed agent.
For what it's worth, the schedule tab always comes up with 422 first for LAX-TUS. The schedule tab display may be closer to the native ARROW display than the booking pages because it does not undergo as much manipulation in the intermediate layers as the booking pages do.
Last edited:
Devil's Advocate
⠀⠀⠀
It deters me, but I have no status and I'm not a loyal customer, so it's unsurprising that a random Amtrak clerk would expend little effort serving me. What's surprising here is that AGR is expending such low effort for a member with status. When I had status with airlines or hotels they did a significantly better job of explaining helpful options and workarounds, so I'm really not sure what's going on here.
Nothing new. ARROW is a brittle antique and, though AGR agents tend to be better and more knowledgeable, they come from the same customer service agent pool and have some duds. In times of high calls volume, I understand some calls on the AGR line can get routed into the general call center pool, too, though with higher priority.It deters me, but I have no status and I'm not a loyal customer, so it's unsurprising that Amtrak would put little effort into serving me. What's surprising here is that AGR is expending such low effort for a member with status. When I had status with airlines or hotels they seemed to do a significantly better job of explaining helpful options and workarounds, so I'm really not sure what's going on here.
In any case, this is very much an old, though sad, story and nothing new. I've had an AGR agent warn me that Toronto-Niagara Falls on the Maple Leaf would be a bus because the VIA operated segment had a Thruway codeshare number and he just assumed anything with a Thruway number was a bus. I corrected him, he did some further checking and thanked me for letting him know it actually was a train.
Anyway, with Amtrak being armed with knowledge is very much power. Amtrak in most cases is YMMV and that goes for the call center just as much as it does onboard or anywhere else. It is never going to be a Delta unless they actually start paying more than lip service to customer service. That doesn't seem to be at all in the cards, especially in light of their latest trick of leaving a trainload of passengers at WAS because nobody opened the boarding gate.
I actually do have "status" with Amtrak (Select Plus). I expect to do my own legwork with them despite that.
What's going on is just Amtrak being Amtrak.
Last edited:
Indeed, YMMV. A couple of years ago, after a somewhat painful experience with an inexperienced agent a supervisor, who had obviously been eavesdropping, proactively called me and straightened it all out, with a lower fare than I had been quoted. He even gave me his direct line to call him back if I had further questions. I was stunned.
