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Extremely Long Wait Times on the Select Executive Number

Extremely Long Wait Times on the Select Executive Number

Old Feb 11, 18, 12:41 pm
  #1  
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Join Date: Jan 2014
Programs: Amtrak Guest Rewards (SE), Virgin America Elevate, Hyatt Gold Passport (Platinum), VIA Preference
Posts: 1,778
Extremely Long Wait Times on the Select Executive Number

So, has anyone else noticed that it seems as though the elite phone lines at AGR don't seem to be actually getting into a faster queue anymore? I'm Select Executive through next spring...well, something changed in the phone system a few weeks ago, and I've gone from getting through within a minute or two (basically, whenever the next agent got off the line) to dealing with wait times in the 15-minute range on a pretty regular basis. This isn't the end of the world, but it is rather a jarring change given that unless I called in during a holiday weekend (e.g. Thanksgiving) I always got a super-quick response time. Has anyone else noticed this?

(P.S. In my scramble to deal with a ticket I totally forgot to use one of my soon-to-expire upgrade cards on the Acela today, and only thought about it after the train left BWI and I was writing this post...though if AGR really wants to have us not need to call in, it'd sure be nice to be able to redeem an upgrade card online if we're logged in. #firstworldproblems )
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Old Feb 11, 18, 10:28 pm
  #2  
 
Join Date: Sep 2015
Location: flyover country
Posts: 983
This morning, I was listening to the music for 15 minutes before I gave up, but that was on the Select line. Still, it was the longest I ever recall waiting except for when a winter storm hit the call center area.
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Old Feb 15, 18, 12:30 am
  #3  
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Posts: 1,778
Yeah...I'm probably going to call in tomorrow and complain on this. It looks like the queue isn't getting separated at all anymore; I'll admit, I'm almost looking forward to the time when I call in and stay on the line such that I can sincerely say "Yes, I called in when I left my hotel. I am now at the station/on the train, with the ticket I purchased at the desk at the station".

(And yes, on general principle I intend to keep using the phone system...)
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