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Totally confused...do we have to start all over again?

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had8ley

Conductor
Joined
Feb 27, 2006
Messages
4,090
Location
Baton Rouge, Louisiana
Well I tested the waters with the new AGR contractor today and it sounded very much like 1971 deja vu when Amtrak hired all airline people to sell train tickets. The call went something like this; A very professional lady answered after I entered all of my pertinent information. After re-asking my number, home address, phone # and e-mail she asked what I needed. I said that I wanted to redeem a one zone ticket, in the sleeper, from Atlanta to Boston at an undetermined date. She said she was sorry and that she had to turn me over to someone else who asked my AGR # address, phone # etc. etc. When I asked what mode of transportation I would be afforded north of NYP I should have hung up. The lady asked if I wanted to go to Boston NORTH station! I explained that North Station only services the Downeaster. Then she said ,"Oh, you would get off in Philadelphia and change trains. When I pleaded that I wanted to keep my sleeper all the way to NYP she said, "OH, you can stay in it all the way to Boston!!! When I told her train #20 terminates at NYP and the trainset is moved to Sunnyside yards in Queens it was apparent that somebody on the other end wanted to hang up. She asked five (5) times where I wanted to go out of frustration and in attempts to make me look like a dummy (I'll be the first to admit to that and it happens often.) Sensing an ambush (Isensed that she was displeased when I informed her that no sleeper service was available between NYP and BOS.) I asked for a supervisor. Moments later she conveniently comes back and says that none are available. But here's the best part. She says, "Besides, there are no sleepers available on train #20 and no coach seats on train #176." When I asked her what day she was looking at she said, "November24th !!! When I said I was just inquiring with no date she admitted to me that she had never ridden a train and today was only her fourth day on the redemption desk <_< <_<
 
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Rail Freak

Conductor
Joined
Apr 5, 2008
Messages
4,968
Location
Tampa Bay, Florida
Well I tested the waters with the new AGR contractor today and it sounded very much like 1971 deja vu when Amtrak hired all airline people to sell train tickets. The call went something like this; A very professional lady answered after I entered all of my pertinent information. After re-asking my number, home address, phone # and e-mail she asked what I needed. I said that I wanted to redeem a one zone ticket, in the sleeper, from Atlanta to Boston at an undetermined date. She said she was sorry and that she had to turn me over to someone else who asked my AGR # address, phone # etc. etc. When I asked what mode of transportation I would be afforded north of NYP I should have hung up. The lady asked if I wanted to go to Boston NORTH station! I explained that North Station only services the Downeaster. Then she said ,"Oh, you would get off in Philadelphia and change trains. When I pleaded that I wanted to keep my sleeper all the way to NYP she said, "OH, you can stay in it all the way to Boston!!! When I told her train #20 terminates at NYP and the trainset is moved to Sunnyside yards in Queens it was apparent that somebody on the other end wanted to hang up. She asked five (5) times where I wanted to go out of frustration and in attempts to make me look like a dummy (I'll be the first to admit to that and it happens often.) Sensing an ambush (Isensed that she was displeased when I informed her that no sleeper service was available between NYP and BOS.) I asked for a supervisor. Moments later she conveniently comes back and says that none are available. But here's the best part. She says, "Besides, there are no sleepers available on train #20 and no coach seats on train #176." When I asked her what day she was looking at she said, "November24th !!! When I said I was just inquiring with no date she admitted to me that she had never ridden a train and today was only her fourth day on the redemption desk <_< <_<
I'm still trying to get all my points from both my Sept & Oct trips. I've called 3 times now! <_<
 

MrFSS

Conductor
Honored Member
Joined
Mar 13, 2004
Messages
9,713
Location
Central Kentucky
Jay - you should have given her the AU forum URL and told her she could learn her job by reading and asking questions here!!!
 

had8ley

Conductor
Joined
Feb 27, 2006
Messages
4,090
Location
Baton Rouge, Louisiana
Jay - you should have given her the AU forum URL and told her she could learn her job by reading and asking questions here!!!
Tom;

I wish that I would have recorded the conversation. I have fears that someone like her will make someone de-train in Charlottsville on the day that the Cardinal runs just to get to NYP. It was that scary. Another scenario that popped into my head was sending pax NYP to Albany and wait on the next day's Lake Shore Boston section. Never did get a true answer to my question; what kind of ticket do you get when you book and redeem a one zone AGR reward for first class (sleeper) from Atlanta to Boston? Is it an Acela first class, business or just plain Northeast Regional?
 

AlanB

Conductor
Honored Member
Joined
Aug 22, 2002
Messages
28,406
Location
Queens, New York
Never did get a true answer to my question; what kind of ticket do you get when you book and redeem a one zone AGR reward for first class (sleeper) from Atlanta to Boston? Is it an Acela first class, business or just plain Northeast Regional?
The official policy, assuming that it hasn't been changed during the move (still on going, only half the calls right now are going to Canada), is that if you book ATL-NYP in a sleeper, then you are entitled to a BC seat on a Regional train assuming that you request one. If you don't ask for one, then the agent is supposed to book you in coach.
 

had8ley

Conductor
Joined
Feb 27, 2006
Messages
4,090
Location
Baton Rouge, Louisiana
Never did get a true answer to my question; what kind of ticket do you get when you book and redeem a one zone AGR reward for first class (sleeper) from Atlanta to Boston? Is it an Acela first class, business or just plain Northeast Regional?
The official policy, assuming that it hasn't been changed during the move (still on going, only half the calls right now are going to Canada), is that if you book ATL-NYP in a sleeper, then you are entitled to a BC seat on a Regional train assuming that you request one. If you don't ask for one, then the agent is supposed to book you in coach.
Thanks Alan...I had the strange feeling that if I had called one dozen agents I would have gotten at least two dozen different answers !!! :eek: :eek: :eek:
 

saxman

Conductor
Gathering Team Member
Joined
May 17, 2004
Messages
2,449
Location
New Orleans
Now I'm wondering if I'll be able to get the Slidell "loophole" booked without much hassle. I'm planning on doing a big AGR trip across the country and back sometime early next year, and hope I can get it booked without much problems. The loophole is the one I'm worried about.

I mean, I'll give the new AGR guys the benefit of the doubt when learning a new job and all. Hopefully with us calling enough, they'll be able to learn the routes and such. But then again, I've called normal Amtrak reservations and even some of them don't know the routes very well. I've always figured, I'd be a good Amtrak reservations clerk. :)
 

sechs

Conductor
Joined
Aug 18, 2005
Messages
2,146
Location
ATL
The Slidell "loophole" is easy because there's only one route out to anywhere but New Orleans.

In general, if AGR CS gets dumber, the more closely they will stick to what Arrow gives.
 

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