25 replies to this topic

[Shanghai]

It is unfortunate that there is no audit trail showing who cancelled
your original trip. I think you have little recourse with Amtrak other
than maybe a booking on the same train but with a date where sleeper
accommadation is available at the same cost you originally booked.
Good Luck.

[rrdude]

I made a reservation for a trip with sleeper accomodations in mid july by calling into AGR on july 2nd.

When I look into my account, online today, I see that I have a cancellation credit on july 3rd for this same trip.
I did not cancel this trip!!

I am guessing that an AGR rep accidentally cancelled it, perhaps when I called in on July 5th about a different, separate trip entirely.

So when I call AGR tonight, they say "Sorry, it has already been cancelled- we don't know why, by whom, etc.- we can't do anything".

So the story ends with the trip I was planning to take is NO LONGER AVAILABLE (no sleeper on the date I wanted)!!!

Do I have any recourse with AGR or Amtrak Customer Service!!????

Did you ever get an email confirmation of the original trip? It's hard to believe there is no audit trail. Now it is entirely possible that there are NO accomodations left of the date you desired. BUT, if you didn't cancel your trip, and Amtrak did by mistake. (there has to be an audit trail, there HAS to be) then Amtrak SHOULD compensate you with a voucher or points or something.

I'd keep calling until I get a supervisor who can look up what happened.

[Hotblack Desiato]

There is an audit trail if you have the original PNR. Maybe not through AGR (those agents may not have the ability to check it), but Arrow will store info on who made what transactions and when. Someone in Amtrak could research who made that change.

[Just-Thinking-51]

It may of been the dread computer canceling your trip. Amtrak got a nasty program that will cancel trips if you have more that one train book, and if it a werid connection or a connection that can't be made.

Not a IT guy but several posters over the years have had tickets cancelled on strange trips. IE: you buy a sleeper between two points, but one member gets off early, and the others travel on. The one who got off, books another train ride home. The computer will kill the tickets, with-out notice.

Please call Amtrak and find out why. Please post your results.

[Devil's Advocate]

I made a reservation for a trip with sleeper accomodations in mid july by calling into AGR on july 2nd. When I look into my account, online today, I see that I have a cancellation credit on july 3rd for this same trip. I did not cancel this trip!! I am guessing that an AGR rep accidentally cancelled it, perhaps when I called in on July 5th about a different, separate trip entirely. So when I call AGR tonight, they say "Sorry, it has already been cancelled- we don't know why, by whom, etc.- we can't do anything". So the story ends with the trip I was planning to take is NO LONGER AVAILABLE (no sleeper on the date I wanted)!!! Do I have any recourse with AGR or Amtrak Customer Service!!????

You made a reservation on July 2nd and the trip was cancelled and credited on July 3rd, correct? If so, then how would a phone call on July 5th have any impact with what happened on July 3rd? This sounds like it's entirely on Amtrak's side. Although I sincerely doubt you'll be able to get your trip back now that they've apparently resold your room to someone else.

[MistyOLR]

For mid July? Which at this moment, I'm guessing the original date of departure is still at least one day in the the future?

[benjibear]

I am sorry for your troubles, but you had your hotel booked for weeks but you only booked your train trip a week and a half ago? Or did you mean you booked everything the same day?



What stops somebody from canceling your trip acidentaly and then you arrive at the station or even board to find out your reservation has been canceled? Can this happen now with e-tickets being used by some trains?

[Ispolkom]

I doubt there is anything that AGR can do. How do I prove I didn't call in cancel it myself?? You only get email confirmations when you make a reservation. They should really email you a cancellation email as well- all the major hotel chain's do that!!

Sure there's something AGR can do. Anything is possible with AGR, anything at all. yarrow just got a cross-country trip for only a two-zone charge, for instance.

Do you have an e-mailed confirmation with your reservation number? I've always gotten one of those when I've made an AGR reservation. Use that as the basis for your complaint. Decide what you want out of AGR, then call back and get a supervisor. Explain what the problem is, and what your solution is. Be polite and friendly, but insist. Remember that you aren't calling to complain. You're calling to get a problem fixed, and you have already the solution you prefer. If that person doesn't help, wait a few hours and call back. Keep at them. Don't back down. Fight the power! (Darn. That song came out 23 years ago. I feel old.)

[Steve4031]

To make matters worse, there is no way to really keep up with this. If one makes a reservation by phone, then the list of reservations does not show up on the internet. The only way you know is to call or check at a quik trak.

[MrFSS]

To make matters worse, there is no way to really keep up with this. If one makes a reservation by phone, then the list of reservations does not show up on the internet. The only way you know is to call or check at a quik trak.

The few AGR reservations I have made over the phone always resulted in an email being sent to me, and I usually received it before I even finished the call with the agent.

[amamba]

To make matters worse, there is no way to really keep up with this. If one makes a reservation by phone, then the list of reservations does not show up on the internet. The only way you know is to call or check at a quik trak.

The few AGR reservations I have made over the phone always resulted in an email being sent to me, and I usually received it before I even finished the call with the agent.

Yes, I think we can all agree that one gets an email immediately when making a reservation with AGR by phone. But what Steve means - I think - is that we can't log onto our AGR accounts or our accounts at amtrak.com and look up reservations that are made by phone. Thus there is no way to sort of keep track of your AGR reservations when made by phone, because they could be cancelled as happened to musikdude, other than logging onto our AGR accounts nad making sure the points haven't been refunded.

[MrFSS]

To make matters worse, there is no way to really keep up with this. If one makes a reservation by phone, then the list of reservations does not show up on the internet. The only way you know is to call or check at a quik trak.

The few AGR reservations I have made over the phone always resulted in an email being sent to me, and I usually received it before I even finished the call with the agent.

Yes, I think we can all agree that one gets an email immediately when making a reservation with AGR by phone. But what Steve means - I think - is that we can't log onto our AGR accounts or our accounts at amtrak.com and look up reservations that are made by phone. Thus there is no way to sort of keep track of your AGR reservations when made by phone, because they could be cancelled as happened to musikdude, other than logging onto our AGR accounts nad making sure the points haven't been refunded.

I understand what you are saying. The point I was trying to make is there is a paper trail if you have an email with a res number on it. Someone, somewhere, should be able to find out what happened if one pushes the issue hard enough.

[yarrow]

yarrow just got a cross-country trip for only a two-zone charge, for instance.

i have been checking my agr balance daily to make sure amtrak doesn't cancel the trip they booked for me without letting me know. they did that to me once before

Moderator edit: corrected end quote code.

Edited by PRR 60, 14 July 2012 - 02:38 PM.

[amamba]

You folks are freaking me out that my AGR trip for Monday has somehow been cancelled. I think I might go print out my tickets tomorrow.

[Just-Thinking-51]

You folks are freaking me out that my AGR trip for Monday has somehow been cancelled. I think I might go print out my tickets tomorrow.

You, me, and everone who reads this.

I hope the OP finds out what happens and tells, this stuff got to stop. You can't plan a trip, and have it cancelled with out someone telling you. I hate to show up at the station with my family in tow and find out my vacation trip was canceled when I pick up my tickets.

[Just-Thinking-51]

i have been checking my agr balance daily to make sure amtrak doesn't cancel the trip they booked for me without letting me know. they did that to me once before

Could we get a posting on the details of the trip cancelled with out notice.

[yarrow]

i have been checking my agr balance daily to make sure amtrak doesn't cancel the trip they booked for me without letting me know. they did that to me once before

Could we get a posting on the details of the trip cancelled with out notice.

i don't think you have to worry as far as what happened to us. 3 years ago i called agr and told them we wanted to do spk-atl as a 2 zone redemption in a couple months. the agent booked us through washington,dc (a 3rd zone) as a 2 zone redemption. checked my agr balance after the transaction and all was well. a week or so later i noticed my agr balance was screwy. without contacting me, agr had cancelled our original booking and rebooked us on the same ininerary at the agr points for a 3 zone trip. i called and they then rebooked us spokane to atlanta through nol (a longer trip than through was)as a 2 zone redemption. that is why i am a little nervous. we booked spk-atl a few days ago as a 2 zone redemtion and were again routed through was. i asked the agent if this was legit and he said "no problem, your destination is 2 zones from your starting point so it's a 2 zone redemption". that's why i am keeping a close eye on things