A Compliment for an Amtrak Agent's Service

Discussion in 'Amtrak Rail Discussion' started by Dakota 400, Nov 12, 2019.

Amtrak Unlimited Discussion Forum

Help Support Amtrak Unlimited Discussion Forum:

  1. Nov 12, 2019 #1

    Dakota 400

    D

    Dakota 400

    Conductor

    Joined:
    Mar 6, 2014
    Messages:
    1,437
    I made my Auto Train reservation for January this afternoon using the dedicated phone number that connects with the Auto Train Department of Amtrak. My experience with this Agent was excellent.

    She was knowledgeable, efficient, friendly, offered me a choice of one of two Roomettes available whose numbers I told her at the start of the booking process, and clearly answered my questions about the e-mailed documents that I would receive. When I called, the announced wait time for an Agent was 10 minutes. Much less than that was my experience. Only after we disconnected did I think about asking her name. She is an excellent representative of Amtrak's reservations process.
     
  2. Nov 12, 2019 #2

    Acela150

    Acela150

    Acela150

    Conductor

    Joined:
    Jan 11, 2008
    Messages:
    8,573
    Location:
    In a Sea of Foam
    For future reference, any time you have a great agent and would like to put a good word in for them, ask to speak to their supervisor about putting in a good word about them, they'll transfer you over to the appropriate supervisor. I strongly recommend that callers do that these days with the Riverside call center being closed and the only one that is truly Amtrak employees being in Philadelphia, it will partly justify their jobs.
     
    daybeers, Bob Dylan and Dakota 400 like this.
  3. Nov 13, 2019 #3

    Qapla

    Qapla

    Qapla

    Lead Service Attendant

    Joined:
    Jul 15, 2019
    Messages:
    492
    Location:
    Gator Country Florida
    And, if that knowledgeable, efficient, friendly,helpful agent is one of the people in Florida ... it will also justify their job :)
     
  4. Nov 13, 2019 #4

    ehbowen

    ehbowen

    ehbowen

    Conductor

    Joined:
    Mar 23, 2011
    Messages:
    2,175
    Location:
    Houston, Texas
    If they deserve it, then they deserve it.
     
  5. Nov 13, 2019 #5

    pennyk

    pennyk

    pennyk

    Conductor Staff Member Administator Moderator Gathering Team Member

    Joined:
    Jul 6, 2009
    Messages:
    9,461
    Location:
    Orlando, FL
    I do not think the call center staffed by Floridians would not be answering the specific Auto Train phone number. The Florida call center is staffed by non-Amtrak employees. They are contract workers and I believe the only calls they answer are the ones to the general Amtrak phone number.
     
  6. Nov 13, 2019 #6

    Acela150

    Acela150

    Acela150

    Conductor

    Joined:
    Jan 11, 2008
    Messages:
    8,573
    Location:
    In a Sea of Foam
    Actually the Auto Train number no longer has dedicated agents. The calls go to a regular agent. I can't remember when that happened, but it was before my time at the call center.
     
    pennyk likes this.
  7. Nov 13, 2019 #7

    Dakota 400

    D

    Dakota 400

    Conductor

    Joined:
    Mar 6, 2014
    Messages:
    1,437
    That's interesting. I found what I thought was the dedicated Auto Train number in an old timetable and thought that might be a better number to use. When I was connected, I heard a recording that said that I was connected to the "Auto Train Department". A "dedicated agent" or not, the woman helped to make me a pleased Amtrak customer during my reservation process.
     

Share This Page



arrow_white