Jul 6, 2013, 11:41 am
Last edit by: themicah
THIS PROGRAM APPEARS TO HAVE ENDED IN EARLY 2020.
Overview
Prior to 2020, Amtrak operated a codeshare program with United. The codeshare program permits passengers to connect via Newark Liberty International Airport (EWR) with train service to/from these train stations:
(NB: Codeshare trains are not available from Washington, DC or Boston, MA.)
These destinations are all along Amtrak's Northeast Corridor (NEC) line. The most popular codeshare origin/destination is ZFV (30th Street Train Station in Philadelphia, PA) since fares that are valid to PHL are often also valid to ZFV, and they can be quite cheap.
The codeshare trains are regular scheduled trains on Amtrak's Northeast Regional service. The trains stop at the Newark Liberty International Airport (EWR) rail link station, where passengers can board the AirTrain (monorail) to the terminals and proceed to your connecting flight. Passengers in possession of an Amtrak ticket, including through the codeshare program, travel on the AirTrain for free.
Earning Miles (PQMs/PQSs, PQDs, and RDMs) on Amtrak
Codeshare train segments earn 325/250 RDMs (depending on purchased fare class -- see link), 0 PQMs/PQSs, and 0 PQDs one-way. (Note: This is a change from the pre-merger days (Continental Airlines) where you would earn EQMs.) You will only earn these miles by actually riding the train.
You can also earn Mileage Plus RDM miles on Amtrak via Acela Express. See more details at the following URL:
http://www.united.com/CMS/en-US/Mark...es/Amtrak.aspx
Other General Pointers
Here are a few important points that have been mentioned in this thread:
Checked Luggage
Train to Plane
There is no luggage transfer service between the train and Newark Airport (EWR). You must take your luggage to the same check-in point you would normally use--skycap, ticket counter, etc. Your baggage will not be transferred from the train to your flight. (Amtrak trains serving EWR do not have checked baggage service, and so you'll need to carry your bags onto and off of the train anyway.)
Plane to Train
When your flight arrives at EWR, your bags will only be checked to EWR (airport) and you must claim your luggage at the baggage claim. Once you have claimed your bags, proceed to the airport train station via the AirTrain (last stop, after P4). There is no checked baggage service on Amtrak trains at the EWR train station, but overhead luggage racks offer generous amounts of space, and many cars have an oversized luggage rack at one of the ends of the car (near the restrooms).
Printing Your Ticket
Online check-in through United will give you a "fake" boarding pass for the train segments. This "fake" boarding pass is not valid for transportation on Amtrak. You must obtain your train ticket from the Amtrak Quik-Trak machine or Amtrak agent at the train station of your departure and at Newark Airport train station for your return.
ZFV, ZTF, ZVE, ZWI
To pick up your ticket, go to an Amtrak kiosk on the same calendar day as your departure (won't work on the day before, even if within 24h) and swipe your credit card/ID. Tap 'Pick Up Ticket' (Or something to that effect), then 'Codeshare', then 'United Air/Rail Customer' and input your train's UA-coded 'flight' number, usually a 66XX number. It will locate your record and spit out your train ticket and a receipt, if you wish.
Other Stations
Call Amtrak at 1-800-USA-RAIL with your time/date and train number that you will be traveling to obtain your Amtrak Passenger Name Record (PNR). Keep in mind that this is not the same as your United reservation number! You must call to get the Amtrak PNR. Once you have that information, you may go to any Quik-Trak machine (such as Penn Station) to print your Amtrak ticket.
Skipping ZFV-EWR/EWR-ZFV Segment
The purpose of the Amtrak codeshare is to provide service for those who are traveling to or from the codeshare-eligible cities. Frequently abusing the Amtrak codeshare program to travel to or from EWR while skipping the Amtrak segment puts one at risk to you (like losing your MileagePlus account) as well as jeopardize the continuation of the program.
All of that said, sometimes there are situations where you might not end up wanting to take the train. If you do so, you will almost certainly want to book the trip as two one-ways. Fares to/from ZFV are usually one-way fares, so this will not make your trip more expensive.
The scenarios below are categorized as low-risk, medium-risk, or high-risk.
Here are the scenarios:
Frequently Asked Questions
Can I benefit from a schedule change?
If there is a schedule change, you can ask United to drop the ZFV-EWR segment. For example: I'm EWR based, but was "flying" ZFV-EWR-XXX. Originally, I had a 1 hour, 40 minute layover @ EWR, which got changed to a 1 hour 10 minute layover. I said I wasn't comfortable with that short of a connection time (since you have to take the monorail and clear security). I was able to drop the first segment (ZFV-EWR) without any trouble (and thus avoiding a "re-position" to ZFV).
Why would I want to book a train segment instead of just ticketing from Newark?
The best reason is that you actually want to get to one of the codeshare cities! Of course, there are also less straightforward reasons. Due to the competitive airline markets -- especially Philadelphia -- the ticket prices are often much less expensive using the train segments and a “connection” at the Newark Rail Station. Often times, other rail station ticketing points have fares that are less expensive than ticketing directly from EWR.
Can I obtain my Amtrak ticket at another location – say NY Penn Station?
According to the official rules, no. Quik-Trak machines not at codeshare stations (ZFV, ZWI, etc.) will not natively print codeshare tickets. Members here have reported mixed success in obtaining their Amtrak tickets from Amtrak ticket offices.
Call Amtrak at 1-800-USA-RAIL to ensure your reservation is in their system before attempting to obtain your ticket at an Amtrak ticket office. United train segments are generally placed in the Amtrak system 24-48 hours in advance of your travel (the official policy is 36 hours, but others have reported that conflicts with reality and is often less than a day in advance). When you call Amtrak, you will need to know your train number and date of travel. The Amtrak phone agent can give you the Amtrak confirmation code (PNR, different from your United PNR), which may be helpful when picking up your ticket--you might be able to get non-codeshare-station Quik-Trak machines to print your ticket using this confirmation number.
When dealing with a human ticket agent, most Amtrak ticketing personnel are not familiar with these type of tickets and will need the “assistance” of the Amtrak support desk, generally, to issue your ticket.
If you cannot obtain your paper ticket in advance, you may have luck having the conductor search for you by name after you board the train. You can also give the conductor the Amtrak PNR you obtained by phone, but conductors seem to prefer looking by name anyway. Note that at some staffed stations (like Philadelphia and New York Penn), gate agents will not let you onto the boarding platform without a valid ticket. Additionally, when you arrive at EWR, you won't be able to proceed through the gate to board the AirTrain without either a valid Amtrak ticket or a New Jersey Transit AirTrain Access Fee ticket, which can be bought inside the EWR station for $5.50.
I want to drive/taxi/walk to the airport, do I actually have to obtain my ticket in Philadelphia and ride the train?
Technically, you are supposed to ride the train. If you fail to print your train ticket from an Amtrak kiosk prior to the train's scheduled departure from ZFV, your UA reservation will be cancelled. (Note: this may have changed since Amtrak's changeover to e-ticketing, since printing a paper boarding pass no longer affects the reservation's ticketed/unticketed status.) If you pick up your ticket but then fail to have a conductor scan your ticket, the remainder of your United flight reservation will likely be canceled within 24 hours and possibly sooner.
Can I board the train at a different point than PHL if I have my train ticket?
YES! You can board the train at any station along the way – Metropark, Princeton Junction, or (if you are traveling from points North) even New York Penn Station.
Can I pay the difference in Amtrak fare to travel beyond the point to which I am ticketed?
No. (Confirmed as no longer true by FlyerTalk's Amtrak lurker, AGR Insider, in this thread.)
Much of the information in this wiki was originally put together by FlyerTalk user martig4. Some of the FAQ information dates back to 2004 and could be no longer applicable, so please feel free to edit this wiki and help ensure its contents contain the most up-to-date information!
Known Issues
The Amtrak codeshare is pretty great. But there are certain aspects that make taking the train-plane tougher than your garden-variety connecting flight. In hopes that some of these might be able to get fixed, here's a short list of them:
Archive thread United-Amtrak Codeshare FAQ - Including ZFV (Philadelphia) {Archive}
Overview
Prior to 2020, Amtrak operated a codeshare program with United. The codeshare program permits passengers to connect via Newark Liberty International Airport (EWR) with train service to/from these train stations:
- ZFV – Philadelphia 30th Street
- ZTF – Stamford, CT
- ZVE – New Haven, CT
- ZWI – Wilmington, DE
(NB: Codeshare trains are not available from Washington, DC or Boston, MA.)
These destinations are all along Amtrak's Northeast Corridor (NEC) line. The most popular codeshare origin/destination is ZFV (30th Street Train Station in Philadelphia, PA) since fares that are valid to PHL are often also valid to ZFV, and they can be quite cheap.
The codeshare trains are regular scheduled trains on Amtrak's Northeast Regional service. The trains stop at the Newark Liberty International Airport (EWR) rail link station, where passengers can board the AirTrain (monorail) to the terminals and proceed to your connecting flight. Passengers in possession of an Amtrak ticket, including through the codeshare program, travel on the AirTrain for free.
Earning Miles (PQMs/PQSs, PQDs, and RDMs) on Amtrak
Codeshare train segments earn 325/250 RDMs (depending on purchased fare class -- see link), 0 PQMs/PQSs, and 0 PQDs one-way. (Note: This is a change from the pre-merger days (Continental Airlines) where you would earn EQMs.) You will only earn these miles by actually riding the train.
You can also earn Mileage Plus RDM miles on Amtrak via Acela Express. See more details at the following URL:
http://www.united.com/CMS/en-US/Mark...es/Amtrak.aspx
Other General Pointers
Here are a few important points that have been mentioned in this thread:
- The train tickets are for the coach section only.
- United codeshare tickets operated by Amtrak are not valid on any other train (including Acela) besides your scheduled ticketed train as all trains on the NEC are reserved.
- It takes approximately 10 minutes (once you board) to travel between the Newark Airport Rail Station and Terminal C via the Airtrain (monorail).
- If you plan to do anything other than take the train exactly as ticketed (e.g., skip the train, pick up tickets at a different station, etc.), you need to be careful. Details on this issue are below.
- Misconnections between Amtrak and Newark will be accommodated in the same manner as if you had taken a flight segment and were not able to make your connecting flight. Simply explain to the EWR agent that you're connecting to/from Amtrak.
Checked Luggage
Train to Plane
There is no luggage transfer service between the train and Newark Airport (EWR). You must take your luggage to the same check-in point you would normally use--skycap, ticket counter, etc. Your baggage will not be transferred from the train to your flight. (Amtrak trains serving EWR do not have checked baggage service, and so you'll need to carry your bags onto and off of the train anyway.)
Plane to Train
When your flight arrives at EWR, your bags will only be checked to EWR (airport) and you must claim your luggage at the baggage claim. Once you have claimed your bags, proceed to the airport train station via the AirTrain (last stop, after P4). There is no checked baggage service on Amtrak trains at the EWR train station, but overhead luggage racks offer generous amounts of space, and many cars have an oversized luggage rack at one of the ends of the car (near the restrooms).
Printing Your Ticket
Online check-in through United will give you a "fake" boarding pass for the train segments. This "fake" boarding pass is not valid for transportation on Amtrak. You must obtain your train ticket from the Amtrak Quik-Trak machine or Amtrak agent at the train station of your departure and at Newark Airport train station for your return.
ZFV, ZTF, ZVE, ZWI
To pick up your ticket, go to an Amtrak kiosk on the same calendar day as your departure (won't work on the day before, even if within 24h) and swipe your credit card/ID. Tap 'Pick Up Ticket' (Or something to that effect), then 'Codeshare', then 'United Air/Rail Customer' and input your train's UA-coded 'flight' number, usually a 66XX number. It will locate your record and spit out your train ticket and a receipt, if you wish.
Other Stations
Call Amtrak at 1-800-USA-RAIL with your time/date and train number that you will be traveling to obtain your Amtrak Passenger Name Record (PNR). Keep in mind that this is not the same as your United reservation number! You must call to get the Amtrak PNR. Once you have that information, you may go to any Quik-Trak machine (such as Penn Station) to print your Amtrak ticket.
Skipping ZFV-EWR/EWR-ZFV Segment
The purpose of the Amtrak codeshare is to provide service for those who are traveling to or from the codeshare-eligible cities. Frequently abusing the Amtrak codeshare program to travel to or from EWR while skipping the Amtrak segment puts one at risk to you (like losing your MileagePlus account) as well as jeopardize the continuation of the program.
All of that said, sometimes there are situations where you might not end up wanting to take the train. If you do so, you will almost certainly want to book the trip as two one-ways. Fares to/from ZFV are usually one-way fares, so this will not make your trip more expensive.
The scenarios below are categorized as low-risk, medium-risk, or high-risk.
- Low-risk scenarios are unlikely to result in cancelled segments; the risks here include UA coming after you if you do it frequently, and the possibility of being routed directly to PHL in IRROPS.
- Medium-risk scenarios are those where some people have reported cancelled segments, particularly if there is enough lag time between the Amtrak segment and one or more of the United segments for the systems to sync up; sometimes you can get an agent to reinstate canceled segments/trip for no charge but seating assignment and upgrades will probably be lost.
- High-risk scenarios are those where some segments are almost certain to be cancelled.
Here are the scenarios:
- Booking One Way or Round Trip: ZFV-EWR-XXX, boarding ZFV-EWR downline (e.g. at TRE or MET) - No risk (subject to obtaining your train ticket--see below)
- Booking One Way: ZFV-EWR-XXX, Skipping ZFV-EWR only - Medium-risk
- Booking One Way: XXX-EWR-ZFV, Skipping EWR-ZFV only - Low-risk
- Booking Round Trip: ZFV-EWR-XXX, Skipping ZFV-EWR only - High-risk
- Booking Round Trip: XXX-EWR-ZFV, Skipping ZFV-EWR only - Medium-risk
- Booking Round Trip: ZFV-EWR-XXX, Skipping EWR-ZFV only - Low-risk
- Booking Round Trip: XXX-EWR-ZFV, Skipping EWR-ZFV only - High-risk
- Booking Round Trip: ZFV-EWR-XXX -OR- XXX-EWR-ZFV, Skipping ZFV-EWR and EWR-ZFV - High-risk
Frequently Asked Questions
Can I benefit from a schedule change?
If there is a schedule change, you can ask United to drop the ZFV-EWR segment. For example: I'm EWR based, but was "flying" ZFV-EWR-XXX. Originally, I had a 1 hour, 40 minute layover @ EWR, which got changed to a 1 hour 10 minute layover. I said I wasn't comfortable with that short of a connection time (since you have to take the monorail and clear security). I was able to drop the first segment (ZFV-EWR) without any trouble (and thus avoiding a "re-position" to ZFV).
Why would I want to book a train segment instead of just ticketing from Newark?
The best reason is that you actually want to get to one of the codeshare cities! Of course, there are also less straightforward reasons. Due to the competitive airline markets -- especially Philadelphia -- the ticket prices are often much less expensive using the train segments and a “connection” at the Newark Rail Station. Often times, other rail station ticketing points have fares that are less expensive than ticketing directly from EWR.
Can I obtain my Amtrak ticket at another location – say NY Penn Station?
According to the official rules, no. Quik-Trak machines not at codeshare stations (ZFV, ZWI, etc.) will not natively print codeshare tickets. Members here have reported mixed success in obtaining their Amtrak tickets from Amtrak ticket offices.
Call Amtrak at 1-800-USA-RAIL to ensure your reservation is in their system before attempting to obtain your ticket at an Amtrak ticket office. United train segments are generally placed in the Amtrak system 24-48 hours in advance of your travel (the official policy is 36 hours, but others have reported that conflicts with reality and is often less than a day in advance). When you call Amtrak, you will need to know your train number and date of travel. The Amtrak phone agent can give you the Amtrak confirmation code (PNR, different from your United PNR), which may be helpful when picking up your ticket--you might be able to get non-codeshare-station Quik-Trak machines to print your ticket using this confirmation number.
When dealing with a human ticket agent, most Amtrak ticketing personnel are not familiar with these type of tickets and will need the “assistance” of the Amtrak support desk, generally, to issue your ticket.
If you cannot obtain your paper ticket in advance, you may have luck having the conductor search for you by name after you board the train. You can also give the conductor the Amtrak PNR you obtained by phone, but conductors seem to prefer looking by name anyway. Note that at some staffed stations (like Philadelphia and New York Penn), gate agents will not let you onto the boarding platform without a valid ticket. Additionally, when you arrive at EWR, you won't be able to proceed through the gate to board the AirTrain without either a valid Amtrak ticket or a New Jersey Transit AirTrain Access Fee ticket, which can be bought inside the EWR station for $5.50.
I want to drive/taxi/walk to the airport, do I actually have to obtain my ticket in Philadelphia and ride the train?
Technically, you are supposed to ride the train. If you fail to print your train ticket from an Amtrak kiosk prior to the train's scheduled departure from ZFV, your UA reservation will be cancelled. (Note: this may have changed since Amtrak's changeover to e-ticketing, since printing a paper boarding pass no longer affects the reservation's ticketed/unticketed status.) If you pick up your ticket but then fail to have a conductor scan your ticket, the remainder of your United flight reservation will likely be canceled within 24 hours and possibly sooner.
Can I board the train at a different point than PHL if I have my train ticket?
YES! You can board the train at any station along the way – Metropark, Princeton Junction, or (if you are traveling from points North) even New York Penn Station.
Can I pay the difference in Amtrak fare to travel beyond the point to which I am ticketed?
No. (Confirmed as no longer true by FlyerTalk's Amtrak lurker, AGR Insider, in this thread.)
Much of the information in this wiki was originally put together by FlyerTalk user martig4. Some of the FAQ information dates back to 2004 and could be no longer applicable, so please feel free to edit this wiki and help ensure its contents contain the most up-to-date information!
Known Issues
The Amtrak codeshare is pretty great. But there are certain aspects that make taking the train-plane tougher than your garden-variety connecting flight. In hopes that some of these might be able to get fixed, here's a short list of them:
- The eTicket for the Amtrak segment must be retrieved from a QuikTrak machine or a knowledgable Amtrak station agent, close in to the train trip.
- The Amtrak confirmation number (which is useful for picking up the train ticket) is not provided by United.
- Certain electronic reservation functions (like app boarding passes and automated SDC) are disabled when there is a remaining unused Amtrak segment in a reservation.
- Occasionally, the Amtrak ticket disappears entirely, and neither Amtrak nor United admit that it's their fault. At its worst, this means getting on the train with the risk that the conductor won't accept whatever documentation you have.
- Sometimes, the ticket shows up in Amtrak's system as unpaid.
- Amtrak agents (except station agents at the high-traffic codeshare stations) and United agents (even at EWR) are often ignorant about the program.
- The red phone at the EWR Amtrak station, which can be used to contact a good agent if the EWR ticket desk is unmanned, has a 10-minute call cut-off.
Archive thread United-Amtrak Codeshare FAQ - Including ZFV (Philadelphia) {Archive}
United-Amtrak Codeshare FAQ - Including ZFV (Philadelphia)
Feb 6, 2016, 10:59 am
#61
Join Date: Feb 2016
Posts: 2
I am a purist and with close to 1MM in my UA account, so I play by the rules.. And with your family in tow, why not take the suggestion of your Wife and board from ZFV as the ticket was issued? Some may game the system, and will ultimately fail.. Safe Travels and Welcome to FT
Feb 8, 2016, 8:09 am
#62
Join Date: Nov 2004
Programs: UA 1K (Million Miler). AA Gold (lifetime 1 Million). TK Elite Gold
Posts: 895
ZFV-EWR
Hello, I am scheduled for a ZFV departure tomorrow; I would like to catch the Amtrak in Trenton. Am I able to use the "quick serve" ticketing in Trenton although the itinerary actual originates in ZFV? As long as I am ticketed in Trenton prior to the train leaving ZFV will I be OK?
Thanks
Just goth this message while attempting to check-in online:
1. When you get to Phila-30th St Rail Airport proceed directly to the United ticket counter.
2. A United Representative will provide your boarding passes and check any baggage that you may have.
In the past, I just used the check-in kiosk; never saw a UA representative. Is this something new?
Does this mean, I can't use the kiosk in Trenton and board the train there?
Thanks
Just goth this message while attempting to check-in online:
1. When you get to Phila-30th St Rail Airport proceed directly to the United ticket counter.
2. A United Representative will provide your boarding passes and check any baggage that you may have.
In the past, I just used the check-in kiosk; never saw a UA representative. Is this something new?
Does this mean, I can't use the kiosk in Trenton and board the train there?
Last edited by cagcag; Feb 8, 2016 at 1:24 pm Reason: add-on
Feb 10, 2016, 6:52 am
#63
Join Date: Dec 2012
Location: PHL
Programs: Previously UA 1K, Delta Plat, HH Gold, IHG Plat, Avis First, AA Gold
Posts: 126
1. When you get to Phila-30th St Rail Airport proceed directly to the United ticket counter.
2. A United Representative will provide your boarding passes and check any baggage that you may have.
In the past, I just used the check-in kiosk; never saw a UA representative. Is this something new?
Does this mean, I can't use the kiosk in Trenton and board the train there?
Check the Wiki for the answer to your second question.
Feb 15, 2016, 4:48 pm
#65
Join Date: Apr 2009
Location: Melbourne, Australia
Programs: United 1MM
Posts: 318
Can't believe I'm only just knowing about UA having ZFW as an "airport" location now. Thanks to Google Flights for tipping me off.
The Wiki is great and I see that scanning the ticket on the train is the key. Am thinking of getting off at Trenton instead of going to 30th Street (ZFW).
What I find interesting is the cost of the flights I'm looking at. My plan now is MEL-LAX (open jaw) DEN-PHL ZFW-EWR-LAX-MEL. Since it already has an open jaw out west, removing ZFW added $200 to the flight. So, it's like getting paid $200 to take the train.
The Wiki is great and I see that scanning the ticket on the train is the key. Am thinking of getting off at Trenton instead of going to 30th Street (ZFW).
What I find interesting is the cost of the flights I'm looking at. My plan now is MEL-LAX (open jaw) DEN-PHL ZFW-EWR-LAX-MEL. Since it already has an open jaw out west, removing ZFW added $200 to the flight. So, it's like getting paid $200 to take the train.
Feb 15, 2016, 5:02 pm
#66
Join Date: Feb 2007
Location: Suburban Philadelphia
Programs: Marriott Lifetime Plat, IHG Gold
Posts: 3,392
Can't believe I'm only just knowing about UA having ZFW as an "airport" location now. Thanks to Google Flights for tipping me off.
The Wiki is great and I see that scanning the ticket on the train is the key. Am thinking of getting off at Trenton instead of going to 30th Street (ZFW).
What I find interesting is the cost of the flights I'm looking at. My plan now is MEL-LAX (open jaw) DEN-PHL ZFW-EWR-LAX-MEL. Since it already has an open jaw out west, removing ZFW added $200 to the flight. So, it's like getting paid $200 to take the train.
The Wiki is great and I see that scanning the ticket on the train is the key. Am thinking of getting off at Trenton instead of going to 30th Street (ZFW).
What I find interesting is the cost of the flights I'm looking at. My plan now is MEL-LAX (open jaw) DEN-PHL ZFW-EWR-LAX-MEL. Since it already has an open jaw out west, removing ZFW added $200 to the flight. So, it's like getting paid $200 to take the train.
Feb 15, 2016, 10:56 pm
#67
Join Date: Apr 2004
Location: EWR, PHL
Programs: UA1k 3MM, AA Plt, peasant on everybody else, elite something or other at a bunch of hotels.
Posts: 4,637
Mar 15, 2016, 12:51 pm
#68
Join Date: Mar 2011
Posts: 83
ZFV Ticketing Issue
I was originally booked BOS>IAD>PHL but due to potential IRROPS I was proactively routed BOS>EWR>ZFV by a UC agent. For those who may be unfamiliar, both PHL and ZFV are "Philadelphia" just like EWR and LGA are often considered to be "New York" (especially during IRROPS). EWR>ZFV (Philadelphia 30th Street Train Station) is via Amtrak on a United ticket while IAD>PHL is always on UA or UX metal.
I got on my earlier BOS>EWR flight with no problems until I landed at EWR. At EWR, I exited security to go to the train station to pick up my Amtrak ticket. That's where the problem started - the Amtrak ticket machine would not issue me a ticket. It said "see agent". Since that Amtrak station is no longer staffed as of October, 2015, my only option was to call Amtrak to see what is going on. After 45 minutes on the phone with Amtrak, I was told that this was a United issue and that I had to call United since they are issuing the ticket.
Since I am at the train station that is essentially connected to EWR (via tram), I went back to the airport to talk with United agents in person. All of the United agents at check-in had no idea what I was talking about with an Amtrak connection on a United ticket! One agent even gave me a hard time because she thought that I was joking. I was told to go to Amtrak and buy a ticket because they are "completely separate from United".
My last option was to call the Premier line. After speaking with two agents who did not know about the EWR>ZFV connection, the last agent was willing to stay on the line with me to figure out what is going on. That phone call was one hour and seven minutes long and it ended up being a conference call between several United agents and several Amtrak agents to see how they could get me on the next train to ZFV. The last Amtrak agent I spoke with on this call said that the issue was with United not paying for the ticket. The United agent who closed the call said that her supervisor has seen this happen a few times before.
Long story short, I finally got on the train and a few days later I went to united.com/feedback to let them know that it took me well over two hours to figure out why their ticket was not working on my connecting train.
Here's what upset me - and it's not really the fact that I was stuck in EWR and had to spend a lot of time figuring out their problem. What upset me is the response I received from United (edited for privacy) -
--------
Dear Mr. X:
The original ticket was purchased using a United Airlines electronic
travel certificate. Our certificates are valid only for United and
United Express operated flights, codeshare options are not applicable.
Regards,
XXX
Customer Care
Case: XXX
--------
Yes, the original ticket was partially purchased with an electronic travel certificate (the rest on my own CC). Yes, when booking a UA flight with an electronic travel certificate I do know that I can only use it on UA or UX metal. No, it was not my fault at a UC agent rerouted me to ZFV due to IRROPS.
What's not right here, again, is that I did not move myself onto the EWR>ZFV connection - it was done by a UC agent so I would not be stuck at IAD due to IRROPS. Also, I looked back at my flight history and I was placed on DEN>DFW on AA due to IRROPS on another flight that was also ticketed via an electronic travel certificate.
Am I right to be frustrated here? I did not ask to be put on EWR>ZFV but I did not mind that the UC agent was helping me get to my final destination without interruption. Also, I know that ETCs need to be on UA or UX metal, but my previous experience shows that rerouting during IRROPS (both times mechanical) is never an issue. Also, the fact that I spent hours stuck at EWR uncertain as to whether I would make it to Philadelphia that night was not even acknowledged and I was surprised by the fact that the message I received back from United seems to blame the action completed by a United agent ultimately on me! For the record, the ETCs were from VDBs if that even matters.
I got on my earlier BOS>EWR flight with no problems until I landed at EWR. At EWR, I exited security to go to the train station to pick up my Amtrak ticket. That's where the problem started - the Amtrak ticket machine would not issue me a ticket. It said "see agent". Since that Amtrak station is no longer staffed as of October, 2015, my only option was to call Amtrak to see what is going on. After 45 minutes on the phone with Amtrak, I was told that this was a United issue and that I had to call United since they are issuing the ticket.
Since I am at the train station that is essentially connected to EWR (via tram), I went back to the airport to talk with United agents in person. All of the United agents at check-in had no idea what I was talking about with an Amtrak connection on a United ticket! One agent even gave me a hard time because she thought that I was joking. I was told to go to Amtrak and buy a ticket because they are "completely separate from United".
My last option was to call the Premier line. After speaking with two agents who did not know about the EWR>ZFV connection, the last agent was willing to stay on the line with me to figure out what is going on. That phone call was one hour and seven minutes long and it ended up being a conference call between several United agents and several Amtrak agents to see how they could get me on the next train to ZFV. The last Amtrak agent I spoke with on this call said that the issue was with United not paying for the ticket. The United agent who closed the call said that her supervisor has seen this happen a few times before.
Long story short, I finally got on the train and a few days later I went to united.com/feedback to let them know that it took me well over two hours to figure out why their ticket was not working on my connecting train.
Here's what upset me - and it's not really the fact that I was stuck in EWR and had to spend a lot of time figuring out their problem. What upset me is the response I received from United (edited for privacy) -
--------
Dear Mr. X:
The original ticket was purchased using a United Airlines electronic
travel certificate. Our certificates are valid only for United and
United Express operated flights, codeshare options are not applicable.
Regards,
XXX
Customer Care
Case: XXX
--------
Yes, the original ticket was partially purchased with an electronic travel certificate (the rest on my own CC). Yes, when booking a UA flight with an electronic travel certificate I do know that I can only use it on UA or UX metal. No, it was not my fault at a UC agent rerouted me to ZFV due to IRROPS.
What's not right here, again, is that I did not move myself onto the EWR>ZFV connection - it was done by a UC agent so I would not be stuck at IAD due to IRROPS. Also, I looked back at my flight history and I was placed on DEN>DFW on AA due to IRROPS on another flight that was also ticketed via an electronic travel certificate.
Am I right to be frustrated here? I did not ask to be put on EWR>ZFV but I did not mind that the UC agent was helping me get to my final destination without interruption. Also, I know that ETCs need to be on UA or UX metal, but my previous experience shows that rerouting during IRROPS (both times mechanical) is never an issue. Also, the fact that I spent hours stuck at EWR uncertain as to whether I would make it to Philadelphia that night was not even acknowledged and I was surprised by the fact that the message I received back from United seems to blame the action completed by a United agent ultimately on me! For the record, the ETCs were from VDBs if that even matters.
Last edited by LMG0910; Mar 15, 2016 at 8:13 pm
Mar 15, 2016, 2:16 pm
#69
Join Date: Jan 2009
Location: LHR (sometimes CLE, SFO, BOS, LAX, SEA)
Programs: UA 1K
Posts: 5,893
Yes, sort of. It sounds like you reached out to UA customer relations about a serious travel snafu and they wrote back to you with their patented Random Answer Generator. I'm afraid there is no good solution. If you want someone at United to understand they messed up your ticketing and caused you an inconvenience, try calling customer relations on the phone, where you may get someone who can understand that there was a problem.
Mar 15, 2016, 2:24 pm
#70
Join Date: Apr 2013
Location: STL
Programs: UA 1K MM, AA Plat, SPG/M P75 and few from CC
Posts: 341
Were all BOS-PHL US flights sold out?
it's odd that the UC agent came up with the idea sending you to ZFV
it's odd that the UC agent came up with the idea sending you to ZFV
Mar 15, 2016, 2:36 pm
#71
Original Member
Join Date: May 1998
Location: CT/NY
Programs: UA 1K/1MM, AA EXP, Marriott LT Titanium, Hyatt Globalist, IHG Plat Amb
Posts: 6,020
For the incredulous agents EWR, I would have given them the PNR and have the look at the record. I'm assuming there were no more PHL flights with seats that day?
Mar 15, 2016, 2:50 pm
#72
FlyerTalk Evangelist
Join Date: Feb 2007
Location: Los Angeles / Basel
Programs: UA 1K MM, AA EXP, Hyatt Globalist
Posts: 26,929
I had the same problem. I just got on the train and the conductor took pity on me when he scanned the ticket and saw the PHL ticket was invalid. He kept the boarding pass. Path of least resistance. I doubt Amtrak ever got money for this.
Mar 15, 2016, 3:15 pm
#73
Join Date: Feb 2003
Location: PHL
Programs: UA Plat, 2MM
Posts: 1,860
It is pathetic that so many agents of UA do not know about ZFV. It is annoying that they are so ignorant.
Mar 15, 2016, 3:22 pm
#74
Join Date: Apr 2012
Location: DTW/MBS
Programs: UA 1K, HHonors Diamond, Hyatt Globalist, Formerly Starbucks Gold
Posts: 3,525
Besides giving someone a PNR, it's good to remember too that the Train Segments (and bus to ABE and BPT) also have United Flight Numbers.
If anyone doesn't believe you, you can tell them the codeshare. UA 3178 as an example EWR to ZFV.
If anyone doesn't believe you, you can tell them the codeshare. UA 3178 as an example EWR to ZFV.
Mar 15, 2016, 8:16 pm
#75
Join Date: Mar 2011
Posts: 83
That's a good point. I was surprised and frustrated with the UA agents at EWR so that's why I just gave up with them and called but I'm sure if I stayed there and at least gave them my PNR they would have been able to figure out what's going on. When I called United, they could see my segments, flight numbers, etc. I'm sure that's why the last person ultimately stayed on the line to help me rather than trying to transfer me.