Award policy changes re: cancellation and no on-board upgrades
Nov 25, 2012, 11:22 pm
#46
Join Date: May 2012
Location: SF Bay Area, CA
Programs: Amtrak Select Executive, Hertz PC, National EE, IC Diamond Ambassador, ALL Gold, Hyatt Disc
Posts: 531
I think a Select Plus exemption or more flexibility with Select Plus reservations in recognition for the elite status would be appropriate as that falls more in line with Airline policies as well. Amtrak is not an airline but that is the closest comparison I can think of.
I'm not a Select Plus member but it sounds fair to me. 15 days also is a bit restrictive. Make it pro-rated... like 7-14 day notice is a certain percentage and then less than 7 is something else. Something that at least recognizes the difference between those who cancel in advance and those who no-show.
I'm not a Select Plus member but it sounds fair to me. 15 days also is a bit restrictive. Make it pro-rated... like 7-14 day notice is a certain percentage and then less than 7 is something else. Something that at least recognizes the difference between those who cancel in advance and those who no-show.
Nov 30, 2012, 8:49 pm
#47
Join Date: Apr 2004
Location: PHL
Programs: AA(PPro), UA, AGR, BW(Plat), HH, WoH, MB(S)
Posts: 778
The AGR website still lists the effective date for the change of the sleeper points refund policy as January 1, 2013. Maybe that should be changed given AGR Insider's posting here two weeks ago that the change has been postponed until March 1?
Dec 1, 2012, 8:07 pm
#48
Company Representative - Amtrak
Join Date: Feb 2010
Location: Washington, DC
Programs: Amtrak Guest Rewards (Select Executive)
Posts: 528
You should see an updated news item on the Web site in about four or five days that reflects our earlier FlyerTalk posting. Thanks!
Dec 6, 2012, 10:53 am
#49
Join Date: Apr 2004
Location: PHL
Programs: AA(PPro), UA, AGR, BW(Plat), HH, WoH, MB(S)
Posts: 778
Dec 11, 2012, 8:21 am
#50
Original Poster
Join Date: Jul 2004
Location: PDX
Programs: DL DM, AS MVP 100K, Amtrak peon, Colbert Lifetime Platinum
Posts: 4,534
Award policy changes re: cancellation and no on-board upgrades
Oops, the e-statement that went out today still references the 1/1 policy change.
Dec 11, 2012, 8:44 am
#51
Company Representative - Amtrak
Join Date: Feb 2010
Location: Washington, DC
Programs: Amtrak Guest Rewards (Select Executive)
Posts: 528
Actually, the policy change in the e-statement is correct. We are extending the existing sleeper no-show policy to all redemption travel. If a customer does not call to cancel a redemption booking before departure, the points will not be reinstated. This change was previously communicated on FlyerTalk. (This is different from the 14-day sleeper policy which has been placed on hold.)
"Beginning January 1, 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."
Jan 15, 2013, 1:35 pm
#53
Company Representative - Amtrak
Join Date: Feb 2010
Location: Washington, DC
Programs: Amtrak Guest Rewards (Select Executive)
Posts: 528
We promised to follow up with you regarding our policy decision for cancellations of sleeping car redemption travel. We have carefully considered the various viewpoints and concerns raised, and will not be making any further changes to the policy at this time. Sleeping car redemption reservations may continue to be cancelled prior to departure for a full redeposit of points. Effective January 1, 2013, all Amtrak redemption travel (not just sleeping car) must be cancelled prior to departure in order for points to be returned.
Additionally, we will begin strictly enforcing the existing Amtrak policy prohibiting duplicate and impossible bookings. This policy remains in effect for all Amtrak travel.
As always, we appreciate your feedback and your business. Thank you for your continued membership in Amtrak Guest Rewards.
Sincerely,
Michael Blakey
Sr. Director, Loyalty & CRM
Vicky Radke
Program Director, Amtrak Guest Rewards
Additionally, we will begin strictly enforcing the existing Amtrak policy prohibiting duplicate and impossible bookings. This policy remains in effect for all Amtrak travel.
As always, we appreciate your feedback and your business. Thank you for your continued membership in Amtrak Guest Rewards.
Sincerely,
Michael Blakey
Sr. Director, Loyalty & CRM
Vicky Radke
Program Director, Amtrak Guest Rewards
Jan 15, 2013, 2:04 pm
#54
Join Date: Oct 2003
Location: TX, USA
Programs: AA DL UR AGR
Posts: 191
Sounds good to me. Thank you for listening to your customers and for reconsidering the potential repercussions from our perspective. Now, can we please update the website so I can book my sleeper and connecting tickets there without having to call-in to the reservations desk? TIA! 
Jan 16, 2013, 7:44 am
#58
Join Date: Apr 2004
Location: PHL
Programs: AA(PPro), UA, AGR, BW(Plat), HH, WoH, MB(S)
Posts: 778
Not to be negative (which means, of course, that I'm going to be negative), but if they had common sense all along they would not have proposed this policy in the first place. It's great that they saw the light, but sad that it took outsiders to point out how bad the proposed policy really was.
Jan 16, 2013, 1:59 pm
#60
FlyerTalk Evangelist
Join Date: Jun 2002
Location: n.y.c.
Posts: 13,988
I will play devil's advocate.
If last-minute cancellations were becoming a drag on the economics/costs of AGR, and that issue was, in the end, not addressed, then I fear it will be addressed in the future in terms of a program devaluation that affects everyone.
I would much rather see a reasonable cancellation penalty/fee.
If last-minute cancellations were becoming a drag on the economics/costs of AGR, and that issue was, in the end, not addressed, then I fear it will be addressed in the future in terms of a program devaluation that affects everyone.
I would much rather see a reasonable cancellation penalty/fee.