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I've been reading this forum for awhile, and noticed that people keep saying they received or asked for a "service voucher".
What is it and what has to happen before you feel you can get one? What does it do for you?
Judy Member # 942
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If something goes seriously wrong with your trip, Amtrak says it guarantees your satisfaction. I called after a trip last summer. On the Coast Starlight the A/C was blasting just outside my room & it felt more like the Alaska Railroad. The car attendant told me he'd been trying to work on it since LA (I boarded in Emeryville) and had stuffed towels in the vents to try to help. He also brought extra blankets. He suggested I call to complain, and when I did Amtrak sent me a credit for the amount I had spent on my sleeper. I used the credit on my next trip.
I don't know what standards they use to decide what you might receive, but I don't think I would apply for a voucher just because a train is an hour or two late. I think passengers should use common sense in asking for credit vouchers.
BTW, on my last summer's 5,000 mile "land cruise", I found all the train personnel friendly & helpful & had a wonderful time!
drew_henderson Member # 1480
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I've gotten them several times for trains being only 30 minutes late on the NEC.
Somethings to keep in mind though: 1) you can't get a voucher when the trip is paid by voicher 2) you can't get guest rewards points for the trip paid for with voucher 3) they don't have to give you one.. so if you end up asking for them a lot you will be denied.
royaltrain Member # 622
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My experience with the vouchers is that Amtrak can be very stingy and difficult to deal with. Due to an outrage almost two years ago on the Texas Eagle, I demanded compensation equivalent to about $800. Instead I received a voucher for $250.00 with blackout restrictions during the only time of year that I would find it useful. I had to sue Amtrak in Small Claims court, and only days ago did Amtrak finally agree to pay my costs as demanded by promising to issue (it has yet to arrive) an un-restricted voucher. Assuming that I do receive it in the near (or far) future I will post further details.
DisbandAmtrak Member # 1429
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On top of all the other crap Amtrak puts you through, one would think they would make it up in the voucher. Well, the phone rep told me I'd get $114, half of my $228 fare, I got $84!!!
Should I fight them for more or just take it?
drew_henderson Member # 1480
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If the agent told you $114 I would definitely question it. Don't know if its wortht he fight but I think its worth asking at least.
disgusted Member # 1373
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Being an employee, here's my understanding on how they were supposed to work. The amount of the voucher was just supposed to be for the value of the trip that you were dissatisfied. Be it one way or round trip.
So let's say you travel one way Chicago to LAX. You paid $179 for the trip. Now say the heat went out in your car from KCY to ABQ, you wouldn't recieve $179 but the value between KCY and ABQ. Stay after Amtrak, i've seen some hugh amounts on those vouchers. Somewhere, supposedly it's kept track how many vouchers you have recieved. It's kind of turned into a blame game, with employees having to answer for having one issued on them, but the bulk (80%) of vouchers is for late trains, and that seems to be ignored.
Steve4031 Member # 1517
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I avoid asking for voucners for late trains because a lot of times Amtrak has no control over this. However, when onboard service employess are rude, then I request a voucher. When my girl friend took 48 to New York, one of the crew persistently asked her to go out with him once the train got to New York. She recorded his name, and got a voucher for the Chicago, New York portion of the trip. If she had not known me, she would have never have known to ask for the voucher.
On a trip from Glenwood Spring to Chicago, we received very poor service in the diner. My girl friend ordered oatmeal, and was told that they were out. The people across the aisle,who came in after us, ordered oatmeal and got it. We comented to waiter who acted like he did not care. When I contacted the onboard service chief, he played the blame game and blamed the kitchen, no apology. When I called customer service and stated the facts, the issued a $600 voucher, the cost of our deluxe bedrooom. Wow!
I am now careful about complaints because I know these vouchers are hurting Amtrak finacially.
yummykaz Member # 475
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Be careful if you get a voucher. I got one and booked my reservation and held it for a week.The agent told me to bring voucher with me to station when I checked in. Then I called a week later to pay. When I was done, and told final fee I asked why was my voucher not applied. Well, I did not tell them I had a voucher! YES I DID! I told them when I booked. So they tried to tell me too bad, use it another time. I said NO....it expired in a few weeks. So after making me feel like I was a "problem" , they had to take a week or more to recredit my Visa!
DisbandAmtrak Member # 1429
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What I am afraid of om my voucher is that I want to go to Vancouver, it's only $40. Then I bet they won't give me credit for the other $43 I don't use.
Yummykaz, forgive me for throwing my 2 cents in, but have you tried fear of flying courses? There's a airline pilot turned counselor who even does sessions over the phone. We have a great little Internet message site too.
Gilbert B Norman Member # 1541
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My actual experience with the present voucher program is limited to one Feb 2001 Auto Train trip in which a "potty" problem resulted in a rather "acrid" car. Further, the arrival at Sanford was 3'45" late account a "hotbox" in one of the auto carriers. The on-board service manager personally went through the train apologizing and encouraging passengers to request a voucher.
Although insofar as I was concerned, the transportation contract was completed, I nevertheless requested a voucher. I was quite surprised at Amtrak's generosity when a voucher for $557, or the entire cost of the trip (rail, auto carriage, and Standard Rm) showed up. Since that trip, I have had six overnight rides, plus two on Acela, and have not had any plausible reason to even consider a voucher request.
royaltrain Member # 622
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Believe it or not, Amtrak finally after a year and a half of fighting me every inch of the way has paid off my lawsuit (mostly). I sued Amtrak for about $800 in Small Claims Court for hotels, meals and car rentals after they refused to run the Texas Eagle beyond Dallas in Dec of 2000. Amtrak seems to believe that they can get away with putting people on busses just because a train is running very late. They rely on their so-called contract that says they can substitute alternative transportation. The court disagreed. Putting people in a bus when they paid for first class in a non-emergency situation is simply not on. Amtrak still owes me another $75.00 in costs which I presume I will eventually receive, however, I am now basically satisfied. If they settled with me more than a year ago I would have asked for less. Somebody is certainly asleep at the switch in their public relations department.
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