Amtrak - grr! We may never be using them again even though originally we had been musing about more trips along their scenic lines after the first half of our recent trip. As stated before, that “love Amtrak giving them a 9/10” rating only knocking them because they didn’t enforce Covid masks dropped to a 2/10 when they needlessly banished us to our room during the most scenic part of the CA Zephyr so “everyone would have a change in the Observation car,” though the Observation car was never full. With us being in a car where the announcements didn’t work at all, we didn’t get notified and missed out according to people we’d been sitting and conversing with who were in coach.
So, afterward, H and I were unexpectedly comparing points in their Membership program being alerted to them via e-mail. He has 5x what I have for the same trip. What gives? I called for the reservations and paid for the trip with my credit card. Thinking it was a simple error I emailed them (too long to wait on hold for a call), just to get an email back a few days later saying I needed to call. Fortunately they gave me a number with shorter wait times.
Dude 1 explained that the difference was H being the primary person listed on the ticket. He got all the points for our rooms. I explained to him that H makes absolutely none of our reservations for travel, so if one of us needs to be primary, it should be me because more points = more coupons and “benefits,” none of which H will know about because he doesn’t arrange our travel - or care about getting involved other than my giving him options, etc. We didn’t make our own reservation - we called and an Amtrak lady did it for us. Since the US is a male dominated country and we females (who are doing the calling and paying) are second class apparently, she put his name as primary. I had no idea I needed to change it. I really don’t care whose name is first, assuming we’re all equal - except with Amtrak you’re not equal. First gets points.
But still… no big deal. Swap the points and we’re good. We’ll know for another time and IF I opt for Amtrak again, then I’ll know what deals they are offering.
Dude 1 can’t do that and transfers me to Customer Service who he said could.
Lady 1 in Customer Service says they can’t do that, only Guest Relations (Dude 1) can. But, she says H can go online and share the points with me for free - emphasis on for free. I specifically asked.
Fine. Whatever. Solves the problem. Except “for free” costs us $40 when H gets to the website. No, I’m not paying that.
Call Guest Relations again, get Dude 2 who is adamant that they can’t do it, only Customer Service can and tells me it’s my fault for not knowing I had to be the Primary person listed on the ticket to get credit for it. He ends up transferring me to Customer Service again telling me they can do it.
Lady 2 says they can’t do that, but she will open a case where they can review it. I suggest giving us a $40 voucher so H can just use that for the “free” share Lady 1 told us about. “Can’t do that. It’s not Amtrak’s mistake.” WTH? I called and they made the reservation - never telling me a thing about being primary if I wanted points for the trip. I explained that I do 99.9% of our travel planning and reservations and would be the one wanting to see the deals, etc. And they’re quibbling over $40 to exchange points allowing this to happen. I’m not even asking for more points or anything “extra” on their part - just an exchange.
They say I’ll hear back in 4-7 days by email.
They have no idea how much we spend traveling or how often we travel (a lot!), but they know they have a “new” customer who just spent a fair bit (albeit it was a good deal) on a 2 week trip and is interested in seeing what deals they have to offer in the future. Yet they’re quibbling over $40 to make it happen - not changing a thing in their system actually giving us “more” since we’d be switching points.
I’m pretty sure I know one reason why Amtrak is in major financial trouble.
Add that to not enforcing masks when they say they are going to and denying someone who paid for first class on an Anniversary trip a chance at seeing 1/2 of the best scenery on the most scenic train (without any prior warning) and I can tell you how likely we are to choose Amtrak again. And I get to make the decisions.
I’m glad Canada has the line going through there. Next year we might be on it - if we’re not seeing other great scenery somewhere else.
Anyway, just sharing “the rest of the story” in case anyone was inspired to try Amtrak due to our trip. Be sure the person you want to have the most points for future benefits is the lead person on any joint ticket…