Priority call handling

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Tlcooper93

Lead Service Attendant
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Jan 9, 2021
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I know that being Amtrak Select or higher (I just achieved Select) is supposed to grant you priority call handling.
Last night however, I waited 2 1/2 hours on hold to get an agent.

Does this sound normal (honest question)? Perhaps Amtrak is truly overloaded with calls.
 
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Cal

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Jan 23, 2021
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It doesn't to me. Longest I've waited to at least speak to an agent is about an hour, give or take. I feel as if your situation is just Amtrak being Amtrak
 

bratkinson

OBS Chief
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QB 101
I'd surmise that Amtrak has had mass layoffs at the employee-run and/or contractor call centers. When I had Select status about 5-6 years ago, I never waited more than perhaps 10 minutes for a live agent.

Whether it was layoffs to better match passenger counts during the pandemic, or simply Amtrak 'cutting their way to prosperity', we'll never know.
 

Bob Dylan

50+ Year Amtrak Rider
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Austin Texas
I know that being Amtrak Select or higher (I just achieved Select) is supposed to grant you priority call handling.
Last night however, I waited 2 1/2 hours on hold to get an agent.

Does this sound normal (honest question)? Perhaps Amtrak is truly overloaded with calls.
Did you call the AGR Priority # or just the Regular 1-800 Amtrak Number?

I've never had to wait more than a few minutes when I called on the Select,Select + #, never have been Select Executive so don't know that #.
 

Cal

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Did you call the AGR Priority # or just the Regular 1-800 Amtrak Number?

I've never had to wait more than a few minutes when I called on the Select,Select + #, never have been Select Executive so don't know that #.
Pretty new to AGR, I didn't know this existed.
 

pennyk

50 year Amtrak Rider
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I am Select Executive and I always call the special number and most of the time I get through immediately. A few years back, I phoned and was told there would be a 30 minute wait. I hung up and phoned back immediately and got through. (I have no explanation for that).
 

Tlcooper93

Lead Service Attendant
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Jan 9, 2021
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Boston
I still haven’t received my card in the mail, though it’s been a month and a half.

Is this normal?
 
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west point

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Jun 9, 2015
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Amtrak is required to hire back a reservations personnel that it laid off when contracting out reservations. Anyone know if it is going to restore the California center ?a
 

neroden

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Feb 23, 2014
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8,425
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Ithaca, NY
I still haven’t received my card in the mail, though it’s been a month and a half.

Is this normal?
It's taken over two months sometimes. If you reached Select more than two months ago and didn't get your card, then something went wrong.
 
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