Travel Certificates

[rtabern]

Since losing my job 4 months ago, I've done 7 long-distance trips on Amtrak. (Luckily I start a new job July 6th) (Also why I haven't been posting as much on the forum here)

Anyway, I had issues with 2 of the trips and have been issued travel vouchers for them.

In mid-April, #27 was cancelled at the last minute... making my connection to #11 in Portland impossible. Instead, I was put on #5 and had to pay for my own hotel room in EMY... then connecting to #11 in EMY the next morning. For the inconvience, I was issued a $1,000 travel voucher. I was shocked my the large amount for just 1 night off the train, but didn't complain.

Then, on my trip earlier this week... I was trying to connect between #14 and #28 in PDX. Due to a broken down UP freight train I missed the new guaranteed connection between the trains in PDX and was bussed from Eugene to White Salmon. Missed wine tasting which I paid $5 for... and box dinner on the eastbound EB. I ended up getting a $170 for the problem.

It just seems like weird amounts... $1,000 and $170.

Is there some actual formula they use to get this?? or is up to the person you speak to at customer relations??

Rob

 

[the_traveler]

I really don't understand how they determine it either! I've received a $300 voucher for troubles my sister and I (2 people) had on a trip, and last year I myself (1 person) received a $500 voucher! :blink: So per person, 1 time it's $150, the next time it's $500? :huh:

Not that I'm complaining - I used the $500 voucher on AE in FC between select city pairs during a double points period!

 

[sky12065]

Since losing my job 4 months ago, I've done 7 long-distance trips on Amtrak. (Luckily I start a new job July 6th) (Also why I haven't been posting as much on the forum here)
Anyway, I had issues with 2 of the trips and have been issued travel vouchers for them.

In mid-April, #27 was cancelled at the last minute... making my connection to #11 in Portland impossible. Instead, I was put on #5 and had to pay for my own hotel room in EMY... then connecting to #11 in EMY the next morning. For the inconvience, I was issued a $1,000 travel voucher. I was shocked my the large amount for just 1 night off the train, but didn't complain.

Then, on my trip earlier this week... I was trying to connect between #14 and #28 in PDX. Due to a broken down UP freight train I missed the new guaranteed connection between the trains in PDX and was bussed from Eugene to White Salmon. Missed wine tasting which I paid $5 for... and box dinner on the eastbound EB. I ended up getting a $170 for the problem.

It just seems like weird amounts... $1,000 and $170.

Is there some actual formula they use to get this?? or is up to the person you speak to at customer relations??

Rob

Last year when discussing a problem with Customer Service I was told something that indicated that there is some form of standards but can't say just what or in what form. Even with standards though, no standard can be applied to all situations.

So therein enters subjective decision making on the part of whomever is making the determination of what a problem is worth in terms of good will between the Customer and the Organization... in this case you and Amtrak.

So in plain English, yes! The person you speak to at customer relations does have some latitude in certain cases, and just like we here on AU have different opinions on different things, so can one rep from another!

Now don't ask me what I just said, I'm still trying to figure it out myself! :lol:

 

[ALC Rail Writer]

Wait, if you have a problem, something you may even have come to expect on Amtrak, say-- misconnects, or bad ordered sleepers-- simple problems, then you can complain and get vouchers?!

 

[Rail Freak]

Does it matter if you call or e-mail a complaint, same results?????? :unsure:

 

[the_traveler]

I wouldn't make it a habit, and I wouldn't complain about something minor, but yes you probably will get a voucher. My 2 stated voucherss were due to:

$300 = A trip to ATL where everything that could go wrong, did go wrong! On 3 of the 4 trains we took.

$500 = The October debacle (#50)!

I myself prefer either sending a letter by snail mail or maybe calling.

 

[diesteldorf]

I really don't understand how they determine it either! I've received a $300 voucher for troubles my sister and I (2 people) had on a trip, and last year I myself (1 person) received a $500 voucher! :blink: So per person, 1 time it's $150, the next time it's $500? :huh:
Not that I'm complaining - I used the $500 voucher on AE in FC between select city pairs during a double points period!

Does anyone remember when AGR instituted the policy to stop awarding points for travel certificates?