Moderator's note: AGR Insider posted an update stating the sleeper cancellation policy will now remain the same until March 1, 2013, while they formulate a new policy.
Please continue discussions in this thread. Thanks!
ByeByeDelta
AGR Moderator
My e-statement today linked to these
news blurbs:
Program Update Regarding Redemption Travel Upgrades
Posted on: 11/01/2012
Upgrades to redemption reservations may not be purchased onboard the train from the conductor. To modify the class of service of your redemption reservation, you must have enough points to redeem for the new, upgraded reservation and contact Amtrak Guest Rewards for availability. Points may not be combined with other forms of payment for an upgrade in service.
Program Update Regarding Redemption Travel Refund/Exchanges
Posted on: 11/01/2012
Beginning January 1, 2013 our cancellation policy for redemption travel will change. Any new or existing redemption travel reservations must be canceled before departure to be eligible for exchange or refund of points. If the trip includes sleeping car accommodations, the reservation must be canceled at least 15 days prior to departure to be eligible for exchange or refund of points.
The prohibition of on-board upgrades is frankly shocking. Without knowing AGR's motives, it strikes me as a revenue play by AGR to get members to purchase points, at the expense of the core, revenue-earning transportation side of the business. It also comes across as mean-spirited. Amtrak's highly logical policy has always been that conductors should be eager to sell distressed premium inventory on-board and solicit all comers if space is available. Everyone's money is equally green regardless of how they paid for their ticket.
While there are some conductors that ostentatiously disdain this part of their job, the ones that do engage in upsells have always been happy to do so regardless of the ticket type. Even with the highly-restrictive online specials and former, non-upgradeable eBay tickets, boarding the train was like pressing a reset button on policy and the conductors never hesitated to sell an upgrade. This will mark an onerous procedural change for the conductors, as there has never been an explicit prohibition on en-route upgrades for certain ticket types. I predict that the net effect will weigh more heavily towards lost revenue and goodwill for Amtrak than increased revenue for AGR.
This is also a step in the wrong direction for the loyalty program in general, which continues to only offer one-size-fits-all seat upgrades to S/S+ members (with no differential value for using on Acela versus Surfliner), and no sleeper upgrade perks or awards of any kind.
As for the new cancellation policy, the first provision regarding cancelling prior to departure is sensible. The second regarding sleeper awards is draconian, much more so than the
policy for paid tickets: "If canceled 14 days or fewer before scheduled departure, but before the scheduled departure, ticket is not refundable but the value may be applied within one year toward future travel."
It's understandable that AGR wouldn't want members to squat on valuable sleeper space only to cancel, but the new policy goes way too far. Why couldn't it harmonize with Amtrak's paid policy? It would work like this: If you redeem for a sleeper award, within 15 days of departure you are then locked in to using that redemption type (e.g. two-zone bedroom) within one year. Change fees could apply but be waived for S+, just as airlines allow award changes for fees (which are waived for top-tier elites). That would probably eliminate nearly all instances of space-squatting, while preserving some measure of flexibility that consumers expect award travel to entail.
I hope AGR will reconsider these changes both as matters of user-friendliness and of unintended consequences.