Aug 31, 2015, 6:08 am
Last edit by: beltway
Changes to Amtrak Guest Rewards in 2016
Amtrak Guest Rewards (AGR) underwent numerous changes beginning on January 24, 2016. This wiki attempts to provide a summary of those changes (and Amtrak's ongoing unannounced revisions of the rules). For additional details, see the Amtrak website.
Table of Contents
Earning Status
AGR altered its expiration policy, which previously required paid travel once every 36 months. Effective August 27, 2015, any points-earning or redemption activity will reset the 36-month clock. Effective April 2019, points expire after 24 months of inactivity.
As today, AGR MasterCard cardholders' points will not expire as long as their credit card accounts are open. AGR has moved its co-branded credit card relationship to Bank of America, which now offers two different versions of the card, including one with no annual fee. All Chase AGR MasterCards were converted to Chase Freedom cards on September 30, 2015. Post-Rollout Issues/Unknowns
It remains unclear whether these are merely IT errors or unannounced program devaluations, particularly as in some cases the contradict explicitly stated terms and conditions.
Amtrak Guest Rewards (AGR) underwent numerous changes beginning on January 24, 2016. This wiki attempts to provide a summary of those changes (and Amtrak's ongoing unannounced revisions of the rules). For additional details, see the Amtrak website.
Table of Contents
Earning Status
As in the past, members earn Tier Qualifying Points (TQP) for paid travel at the rate of 2 TQP per dollar. With the 2016 changes, however, AGR has eliminated In addition, AGR now provides new class-of-service TQP bonuses: 25% for qualifying travel in Business class and 50% for qualifying travel in Acela First class. (As noted below, passengers will also earn redeemable AGR points in the same amount.)
The number of TQP required to earn status remains the same: Benefits for each status level, including the Tier Bonus on cash fares (see below), remain the same.
Earning AGR Points Redeemable for Travel- the 100 TQP minimum (so fares under $50 earn fewer TQP), and
- the Acela "select city pairs" TQP minimums for Business class (formerly 500 TQP) and First class (formerly 750 TQP); see post #83
The number of TQP required to earn status remains the same:
- Select - 5,000 TQP
- Select Plus - 10,000 TQP
- Select Executive - 20,000 TQP
Members continue to earn redeemable AGR points for paid travel (except as discussed below in this section) at the rate of 2 points per dollar, plus a new 25% point bonus for qualifying travel in Business class and 50% for qualifying travel in Acela First class. Sleeper-car tickets do not earn a bonus.
With the 2016 changes, however, AGR eliminates In addition to base points, members with status continue to earn Tier Bonus redeemable AGR points (i.e., not TQP) at the same level as in 2015: As was the case before, members do not earn points for Amtrak 7000-series Thruway services or the Canadian portion of joint Amtrak/VIA Rail Canada services.
Redeeming for TravelWith the 2016 changes, however, AGR eliminates
- the 100 point minimum (so fares under $50 earn fewer points), and
- the Acela "select city pairs" minimums for Business class (previously 500 points) and First class (previously 750 points)
- Select - 25%
- Select Plus - 50%
- Select Executive - 100%
For 2016, redemption rules have changed drastically. AGR has discontinued its fixed-point awards and zone system, transitioning instead to a revenue-based system. Under the new program, the points required for an award ticket--including multi-ride tickets and monthly passes--are, with some exceptions noted below, proportional to the cash price of the ticket.
In general, an AGR point is worth roughly 2.9 cents for non-Acela travel and 2.56 cents for Acela. (For example, 5,141 points are redeemable for a WAS-NYP regional one-way $149 ticket.) However, several new restrictions result in a lower yield for award redemptions:
Note: Reward tickets booked before 1/24/16 are subject to the new redemption policy if modified or canceled on or after that date.
Redemption options: With the 2016 changes, AGR members are able to redeem points for multi-ride tickets or monthly passes as well as standard one-way & round-trip tickets.
Sleeper-car travel: The number of points required for sleeper-car travel is calculated using the prevailing fare, which reflects the actual number of passengers occupying the room. Amtrak assesses a single accommodation charge for the room, plus one adult/child rail fare per occupant.
Auto Train travel: Members are able to redeem points for Auto Train travel using the same process as for other itineraries. Vehicle(s) are priced the same as other portions of the itinerary per standard Amtrak Auto Train policies. Priority Vehicle Offloading may not be redeemed using points.
Credit card rebate: Holders of either new Bank of America co-branded credit card (see below) receive a 5% points rebates on Amtrak award tickets. This is the same as the benefit offered by the recently discontinued Chase card.
Blackout dateseliminated: On the plus side, AGR will eliminate award redemption blackout dates and Acela time-of-day restrictions. When the 2016 changes were announced, AGR claimed that blackout dates were being eliminated. As of January 24, 2016, the AGR website still makes that claim. Unfortunately, it is a lie.
On January 24--the day the new program changes took effect--AGR Insider posted new information making clear that the blackout-date policy has not been abandoned:
Amtrak quietly added similar language to the website in early February 2016. The website also indicates that the point costs for "peak travel" dates and times may be increased in addition to any increase resulting resulting from a higher cash fare. To date, additional points costs of 50% and 100% have been observed on certain itineraries.
Under the old program rules, AGR published an advance list of blackout dates. AGR has provided no public information specifying the "peak travel dates or times" when general members are charged additional points or blacked out entirely from redeeming for travel.
Cancellation penalties: Canceling or modifying a standard ticket incurs an automatic 10% penalty. Doing so less than 24 hours in advance for non-sleeper tickets (or 14 days for sleeper-car travel) results in a "close-in" penalty of an additional 10% (i.e., a total penalty of 20%) for most travelers; however, this additional 10%/close-in penalty does not apply to Select Executive members.
No-shows result in 100% forfeiture for the missed segment, as well as cancellation and forfeiture for any later segments on the same itinerary. (As a result, it is less risky to book round-trip travel as two separate one-way tickets and, where possible, to book passengers individually rather than on a single shared ticket.)
For multiple-segment tickets, you can cancel the remainder even after travel begins. Thus, on a round-trip ticket you can cancel the return leg even if you have already begun the outbound leg.
Points & cash redemption: AGR has indicated that a points+cash redemption option will be introduced in 2016. No details are available, and it is unclear how this will work with respect to earning TQP and redeemable points.
Points ExpirationIn general, an AGR point is worth roughly 2.9 cents for non-Acela travel and 2.56 cents for Acela. (For example, 5,141 points are redeemable for a WAS-NYP regional one-way $149 ticket.) However, several new restrictions result in a lower yield for award redemptions:
- Minimum award pricing: Regardless of the cash fare, a non-Acela award ticket costs a minimum of 800 AGR points. As a result, using AGR points for such tickets with a cash price under $24 (e.g., LNC-PHL or BWI-WAS) results in lower yields.
Acela award tickets cost a minimum of 4,000 points. Using AGR points for Acela tickets costing less than $103 results in lower yields.
- No redemption for Saver awards: Per AGR's FT representative, members cannot redeem points for tickets at the least-expensive Saver rate. For instance, even if a $52 Saver WAS-NYP cash fare is available, points can be used only to purchase tickets at the equivalent of an $86 Value fare or higher (resulting in a yield of 1.75 cents/point at best).
- Peak travel dates/times: As discussed below under "Blackout Dates," Amtrak has quietly introduced a "peak travel" penalty in which certain high-demand itineraries (not published in advance) will cost 50% or even 100% more points than would normally correspond to the available cash fare.
- Most discount fares inapplicable: Under the 2016 program, AGR points are redeemable for tickets based only on the Adult or Child price, and not at the equivalent of Senior, AAA, or other discounted fares. (See post #83.)
- As was the case before, members may not redeem points for Amtrak 7000-series Thruway services or the Canadian portion of joint Amtrak/VIA Rail Canada services.
Redemption options: With the 2016 changes, AGR members are able to redeem points for multi-ride tickets or monthly passes as well as standard one-way & round-trip tickets.
Sleeper-car travel: The number of points required for sleeper-car travel is calculated using the prevailing fare, which reflects the actual number of passengers occupying the room. Amtrak assesses a single accommodation charge for the room, plus one adult/child rail fare per occupant.
Auto Train travel: Members are able to redeem points for Auto Train travel using the same process as for other itineraries. Vehicle(s) are priced the same as other portions of the itinerary per standard Amtrak Auto Train policies. Priority Vehicle Offloading may not be redeemed using points.
Credit card rebate: Holders of either new Bank of America co-branded credit card (see below) receive a 5% points rebates on Amtrak award tickets. This is the same as the benefit offered by the recently discontinued Chase card.
Blackout dates
On January 24--the day the new program changes took effect--AGR Insider posted new information making clear that the blackout-date policy has not been abandoned:
you may find limited availability on peak travel dates or times and it is possible that not every seat will be available for redemption. When redeeming points for trips during peak travel dates and times, some itineraries may be available only to our Select Plus and Select Executive members.
Under the old program rules, AGR published an advance list of blackout dates. AGR has provided no public information specifying the "peak travel dates or times" when general members are charged additional points or blacked out entirely from redeeming for travel.
Cancellation penalties: Canceling or modifying a standard ticket incurs an automatic 10% penalty. Doing so less than 24 hours in advance for non-sleeper tickets (or 14 days for sleeper-car travel) results in a "close-in" penalty of an additional 10% (i.e., a total penalty of 20%) for most travelers; however, this additional 10%/close-in penalty does not apply to Select Executive members.
No-shows result in 100% forfeiture for the missed segment, as well as cancellation and forfeiture for any later segments on the same itinerary. (As a result, it is less risky to book round-trip travel as two separate one-way tickets and, where possible, to book passengers individually rather than on a single shared ticket.)
For multiple-segment tickets, you can cancel the remainder even after travel begins. Thus, on a round-trip ticket you can cancel the return leg even if you have already begun the outbound leg.
CAUTION: The new policy is worded to imply that reservation "modification" and "cancellation" are treated differently. A "modification" ostensibly triggers a penalty only of "any fare difference returned to member," implying that changing to a more expensive fare should involve no penalty and changing to a less expensive fare should be subject to a penalty only on the refunded points difference.
Unfortunately, there are now multiple reports that there is no difference in practice: AGR is treating any change as a full cancellation and rebooking, and penalizing accordingly. This includes asking to be rebooked in a different room on the same train (at the same price), changing dates, or altering routing. It is unclear how the new policy will be applied to travel affected by service disruptions such as weather-related train cancellations.
For complete details on the 2016 change rules, including the special rules for multi-ride tickets and monthly passes, see the AGR website.Unfortunately, there are now multiple reports that there is no difference in practice: AGR is treating any change as a full cancellation and rebooking, and penalizing accordingly. This includes asking to be rebooked in a different room on the same train (at the same price), changing dates, or altering routing. It is unclear how the new policy will be applied to travel affected by service disruptions such as weather-related train cancellations.
Points & cash redemption: AGR has indicated that a points+cash redemption option will be introduced in 2016. No details are available, and it is unclear how this will work with respect to earning TQP and redeemable points.
As today, AGR MasterCard cardholders' points will not expire as long as their credit card accounts are open. AGR has moved its co-branded credit card relationship to Bank of America, which now offers two different versions of the card, including one with no annual fee. All Chase AGR MasterCards were converted to Chase Freedom cards on September 30, 2015.
- Class-of-service bonuses have been posting initially as non-TQPs, although subsequent data points suggest there is currently a delay of ~12 days in proper crediting.
- Agents have claimed that any change incurs the 10/20% penalty (up to and including asking for a changed room assignment) on the full value of the ticket, rather than just anything involving a reduction in price being penalized 10/20% on the changed portion
It remains unclear whether these are merely IT errors or unannounced program devaluations, particularly as in some cases the contradict explicitly stated terms and conditions.
Introducing the next stop for Amtrak Guest Rewards
Feb 5, 2016, 3:13 pm
#391
Join Date: Aug 2011
Location: PDX
Posts: 469
Looks like the AGR website was changed a bit with the redemption calculator removed, and the FAQ updated. Just amazing how in one part of the FAQ it says redemption is tied to the fare, then on another it says redemption may not be available during peak times or at a higher "cost point". Complete reversal from what was promised previously, along with saver fares not being eligible and a bunch of other issues.
Feb 5, 2016, 4:13 pm
#392
Join Date: Jan 2014
Programs: Amtrak Guest Rewards (SE), Virgin America Elevate, Hyatt Gold Passport (Platinum), VIA Preference
Posts: 3,134
AMTRAK GUEST REWARDS IN CATASTROPHIC DERAILMENT
Washington - Reports are coming in of a catastrophic derailment. Amtrak Guest Rewards service #2, en route to its next stop, derailed in the station after colliding with a Reality truck which had crossed onto the tracks in the station yard. The collision was then compounded when a local IT service, operating on the neighboring track, plowed into the wreck. Preliminary investigations have suggested a major failure on the part of the signalling system, which led the engineer (as well as many passengers who were eagerly awaiting their arrival) to believe the track ahead was clear.
"I don't know what happened" said one rider, reeling from shock. "We were assured that the way ahead was clear by the crew, and then POW!" The crew has expressed a similar reaction, noting that they had been told by dispatch that the tracks ahead were also clear.
The derailed train plowed into the station, bringing the roof down on the platform. Damages are still being assessed, but given the extent of the damage they are estimated to ultimately be in the millions of points. Additionally, the tracks are reported to be a mess due to a leak in several of the cars. "It's going to take a while to clean all of ths up," commented one of the cleanup crew. "I don't think I've ever seen this much debris anywhere, and nobody seems to know where it came from. I mean, did nobody check the manifest before sending this train out?!?"
Service to the station is continuing on other platforms, and efforts are underway to restore at least some lost functionality in the interim. However, due to persistent issues resulting from the derailment travelers are being advised to consider other methods of travel. "I hear Delta has comparable program to this" one source said on condition of anonymity.
(Note: This is, obviously, satire. I apologize if anyone not employed by AGR is sincerely offended by this. Also, I've been sitting on it for a few days...but I think two working weeks without a formal clarification/announcement on the IT-side issues or an apology for the rest of the problems is long enough.)
Washington - Reports are coming in of a catastrophic derailment. Amtrak Guest Rewards service #2, en route to its next stop, derailed in the station after colliding with a Reality truck which had crossed onto the tracks in the station yard. The collision was then compounded when a local IT service, operating on the neighboring track, plowed into the wreck. Preliminary investigations have suggested a major failure on the part of the signalling system, which led the engineer (as well as many passengers who were eagerly awaiting their arrival) to believe the track ahead was clear.
"I don't know what happened" said one rider, reeling from shock. "We were assured that the way ahead was clear by the crew, and then POW!" The crew has expressed a similar reaction, noting that they had been told by dispatch that the tracks ahead were also clear.
The derailed train plowed into the station, bringing the roof down on the platform. Damages are still being assessed, but given the extent of the damage they are estimated to ultimately be in the millions of points. Additionally, the tracks are reported to be a mess due to a leak in several of the cars. "It's going to take a while to clean all of ths up," commented one of the cleanup crew. "I don't think I've ever seen this much debris anywhere, and nobody seems to know where it came from. I mean, did nobody check the manifest before sending this train out?!?"
Service to the station is continuing on other platforms, and efforts are underway to restore at least some lost functionality in the interim. However, due to persistent issues resulting from the derailment travelers are being advised to consider other methods of travel. "I hear Delta has comparable program to this" one source said on condition of anonymity.
(Note: This is, obviously, satire. I apologize if anyone not employed by AGR is sincerely offended by this. Also, I've been sitting on it for a few days...but I think two working weeks without a formal clarification/announcement on the IT-side issues or an apology for the rest of the problems is long enough.)
Feb 5, 2016, 5:34 pm
#393
Join Date: Feb 2004
Location: NYC
Programs: Amtrak Select Plus, Marriott Platinum, Marriott Lifetime Gold, Hilton Diamond
Posts: 3,123
Feb 5, 2016, 9:27 pm
#394
Join Date: Feb 2003
Location: On strike
Posts: 8,135
Looks like the AGR website was changed a bit with the redemption calculator removed, and the FAQ updated. Just amazing how in one part of the FAQ it says redemption is tied to the fare, then on another it says redemption may not be available during peak times or at a higher "cost point". Complete reversal from what was promised previously, along with saver fares not being eligible and a bunch of other issues.
I've updated the wiki to document the latest policy carnage (& also fix a few typos etc.).
Feb 6, 2016, 12:22 am
#395
Join Date: Jan 2014
Programs: Amtrak Guest Rewards (SE), Virgin America Elevate, Hyatt Gold Passport (Platinum), VIA Preference
Posts: 3,134
beltway has this one about right. The "no saver" rule was made VERY clear on here; it might have been fuzzy on the website (I'd need to check an archived version there) but there was a bit of grumbling on here about it. I may be giving AGR unmitigated hell, but I WILL give them credit where it is due and this is one thing they were pretty straightforward on. There's a lot of other stuff that got royally screwed up (there's a word starting with "F"...no, not the four-letter one, and not "fly" either...which comes to mind) but that detail was made clear (indeed, it's probably why we got the $0.029 to begin with...a good number of trains have fares that are 10-25% less).
Now, if tomorrow morning we find out that only "flexible" fares are eligible for these awards (believe me, I am NOT putting it past AGR at this point, though for the record we're not there...yet) that would be another story.
Now, if tomorrow morning we find out that only "flexible" fares are eligible for these awards (believe me, I am NOT putting it past AGR at this point, though for the record we're not there...yet) that would be another story.
Feb 6, 2016, 7:27 am
#396
Join Date: Feb 2003
Location: On strike
Posts: 8,135
Now, if tomorrow morning we find out that only "flexible" fares are eligible for these awards (believe me, I am NOT putting it past AGR at this point, though for the record we're not there...yet) that would be another story.
Feb 6, 2016, 12:27 pm
#397
In Memoriam
Join Date: Mar 2004
Location: New York, NY, USA
Programs: HH Diamond, Amtrak Exec
Posts: 3,262
It would seem that the earlier issue with class bonus points has now been resolved. Upon checking my account this morning, I note that I now have been credited with TQP's for my BC bonus from my trip last month. 
Glad to see this one fixed and delivered as promised!
Thanks, Anthony!!!
Glad to see this one fixed and delivered as promised!
Thanks, Anthony!!!
Feb 6, 2016, 1:23 pm
#398
Join Date: Feb 2003
Location: On strike
Posts: 8,135
Good to hear it's fixed for you, but if that happened only because you complained, I think it's a bit early to declare the global issue resolved.
Feb 6, 2016, 1:28 pm
#399
Join Date: Mar 2014
Location: NYC
Programs: DL Platinum, AA Plat Pro, Bonvoy Lifetime Platinum, JetBlue Mosaic 3, Amtrak Select
Posts: 966
It would seem that the earlier issue with class bonus points has now been resolved. Upon checking my account this morning, I note that I now have been credited with TQP's for my BC bonus from my trip last month.
Glad to see this one fixed and delivered as promised!
Thanks, Anthony!!!
Glad to see this one fixed and delivered as promised!
Thanks, Anthony!!!
Feb 6, 2016, 1:49 pm
#400
In Memoriam
Join Date: Mar 2004
Location: New York, NY, USA
Programs: HH Diamond, Amtrak Exec
Posts: 3,262
However, just to clarify, I based my post on how the points were shown within my account. Had my TQP's just been increased manually, then I would have wondered if it was simply my complaint. One that I never filed formally either, I only posted about it here.
It was the fact that the little TQP icon now appears next to the bonus points earned that led me to conclude that things were fixed. That's a global thing; not something that could just be done for one person.
Feb 6, 2016, 2:13 pm
#401
Join Date: Feb 2003
Location: On strike
Posts: 8,135
I've tweaked the wiki's last section to reflect these new reports. I hope people will continue to report on the posting time frames for TQP class-of-service bonuses; that way we'll have a better sense of whether the ~12-day lag is just temporary or the New Normal.
Feb 6, 2016, 3:02 pm
#402
Join Date: Apr 2015
Programs: United Global Services, Amtrak Select Executive
Posts: 4,098
Things are still messed up in my case. I've got Acela F trips on 1/22 and 2/2 that posted, and in both cases, the Class of Service TQP bonus is not there. And I've got three other Acela F trips that haven't posted at all, two of which were between 1/22 and 2/2.
Feb 6, 2016, 3:24 pm
#403
Join Date: May 2009
Location: South Park, CO
Programs: Tegridy Elite
Posts: 5,678
The conveniently delayed change in policy announcements about blackouts -- which is what the status-based capacity limits are as a practical matter -- is galling, but the bit about Saver fares was (to be fair) made very clear early on, at least on FT.
I've updated the wiki to document the latest policy carnage (& also fix a few typos etc.).
I've updated the wiki to document the latest policy carnage (& also fix a few typos etc.).
Feb 7, 2016, 2:46 pm
#404
Join Date: Jan 2014
Programs: Amtrak Guest Rewards (SE), Virgin America Elevate, Hyatt Gold Passport (Platinum), VIA Preference
Posts: 3,134
Ok, credit where it's due this wasn't another "enhancement", though the lack of meaningful comment "from on high" was annoying-at-best.
I will say that it's a pity Anthony ended up working for a program that has, quite seriously, gone to hell in a handbasket. Giving him some modicum of doubt benefit, it's a shame that AGR has him so muzzled that he can't say "Having an IT issue, give us a week or two but this is NOT part of the new program" given all the other stuff.
I will say that it's a pity Anthony ended up working for a program that has, quite seriously, gone to hell in a handbasket. Giving him some modicum of doubt benefit, it's a shame that AGR has him so muzzled that he can't say "Having an IT issue, give us a week or two but this is NOT part of the new program" given all the other stuff.
Feb 7, 2016, 7:45 pm
#405
In Memoriam
Join Date: Mar 2004
Location: New York, NY, USA
Programs: HH Diamond, Amtrak Exec
Posts: 3,262
I will say that it's a pity Anthony ended up working for a program that has, quite seriously, gone to hell in a handbasket. Giving him some modicum of doubt benefit, it's a shame that AGR has him so muzzled that he can't say "Having an IT issue, give us a week or two but this is NOT part of the new program" given all the other stuff.
Second, I very strongly suspect that things might well have been worse for we members but for his influence. He's mitigated changes before!
Finally, posting here is Anthony's lowest priority project. His primary job, the one he was hired for, was to be the computer liaison between Amtrak, AGR, and the company that maintains the AGR records. He's since acquired a few more hats since that point, including posting here. Something that I believe he does like to do, but it is still way down on the totem pole of importance.
In fact, at one time, posting here as AGR Insider was a secretary's job.
While we are important to Anthony, and to AGR and Amtrak; it is far more important that they smooth out and resolve all the issues related to the new AGR 2.0, as well as the combining of the Amtrak & AGR accounts into one. And I know personally that the latter didn't go smoothly, as I couldn't combine my accounts for many days.
Failure to fix those issues, and knowing Amtrak and its computer department a bit I'm sure that they are many, will piss off many, many more Amtrak customers than the few who post here who don't get a timely reply from Anthony.
Give the guy a break!
He's just one man and he does have a life outside of Amtrak. And that life gets interrupted all the time, as he's almost always on call if the call center has a big AGR problem. And that's on top of the fact that he's already putting in 50+ hour weeks.
Posting here is something that he does predominately in his spare time. Something that I'm sure he has very little of right now!