Amtrak Customer Experience Enhancements
Amtrak Customer Experience Enhancements
Amtrak has introduced important customer enhancements since the start of the COVID-19 pandemic in early 2020. We’ve worked to make your travel experience easier and more convenient, whether at one of our more than 500 stations, on board our trains, using our website and mobile app or speaking with a friendly Amtrak agent on the phone. Some features are brand new, while others improved upon services you’ve come to rely on. And many of these enhancements were informed by feedback from customers like you — thank you for continuing to share your thoughts on how we can make your experience with us even better.
An Easier Online Booking Experience
We've made it easier for our customers to manage their Amtrak travel plans by creating a more intuitive and consistent experience across all devices, including desktop, tablet and mobile.
"Click to Chat" Online Agent Help
Customers who need online help can now click a button to connect in real time with a real live agent.
Call Back Assistant
This virtual queuing feature manages peaks in call volume to 1-800-USA-RAIL
Launched a few months before the pandemic began, it means customers don't have to wait on hold at the busiest times but can opt to have a call center agent call them back.
Automated timetables Now Available on Amtrak.com and the Amtrak App
This makes it easier for customers to make their travel plans.
Seat Assignment on Acela and Northeast Regional Business Class
For these services, our customers prefer the convenience and certainty of knowing they will have a specific seat for their trip.
Easily Modify Seat Selections on Amtrak.com and the Amtrak App
Service Upgrade Opportunities through Amtrak BidUp
BidUp is an online auction tool that allows customers to place a bid to upgrade their reservation into one of our premier classes of service – including Business Class, Acela First Class, and private Roomette and Bedroom accommodations.
Easily Modify Reservations for Trains Canceled Due to a Service Disruption
Skip the line and save time by using Amtrak.com and the Amtrak App
Within a few minutes, customers can modify their itinerary for similar travel — at the same fare and with no change fees — or cancel their booking for a full refund.
Amtrak.com Capacity Indicator
Many of our customers like to know how full their train will be, prior to travel. With this new tool, they can now find out.
Digital Wallet Introduced
New ways to pay
Includes Apple Pay, Google Pay and PayPal support on Amtrak.com, the Amtrak app and with agents.
An Easier Online Booking Experience
We've made it easier for our customers to manage their Amtrak travel plans by creating a more intuitive and consistent experience across all devices, including desktop, tablet and mobile.
"Click to Chat" Online Agent Help
Customers who need online help can now click a button to connect in real time with a real live agent.
Call Back Assistant
This virtual queuing feature manages peaks in call volume to 1-800-USA-RAIL
Launched a few months before the pandemic began, it means customers don't have to wait on hold at the busiest times but can opt to have a call center agent call them back.
Automated timetables Now Available on Amtrak.com and the Amtrak App
This makes it easier for customers to make their travel plans.
Seat Assignment on Acela and Northeast Regional Business Class
For these services, our customers prefer the convenience and certainty of knowing they will have a specific seat for their trip.
Easily Modify Seat Selections on Amtrak.com and the Amtrak App
Service Upgrade Opportunities through Amtrak BidUp
BidUp is an online auction tool that allows customers to place a bid to upgrade their reservation into one of our premier classes of service – including Business Class, Acela First Class, and private Roomette and Bedroom accommodations.
Easily Modify Reservations for Trains Canceled Due to a Service Disruption
Skip the line and save time by using Amtrak.com and the Amtrak App
Within a few minutes, customers can modify their itinerary for similar travel — at the same fare and with no change fees — or cancel their booking for a full refund.
Amtrak.com Capacity Indicator
Many of our customers like to know how full their train will be, prior to travel. With this new tool, they can now find out.
Digital Wallet Introduced
New ways to pay
Includes Apple Pay, Google Pay and PayPal support on Amtrak.com, the Amtrak app and with agents.
A Transformed New York City Customer Experience
Moynihan Train Hall and Metropolitan Lounge openings
The new state-of-the-art train hall, with 92-foot-high skylights, is stunning. Our new Metropolitan Lounge (formerly ClubAcela) provides a premium lounge space with modern amenities.
New Kiosks
The new kiosks now being rolled out will make it easier for customers to manage their travel needs at our stations.
Gate and Track Notifications
Now available on all mobile devices
Customers can subscribe to app alerts to get the latest information.
A Transformed New York City Customer Experience
Moynihan Train Hall and Metropolitan Lounge openings
The new state-of-the-art train hall, with 92-foot-high skylights, is stunning. Our new Metropolitan Lounge (formerly ClubAcela) provides a premium lounge space with modern amenities.
New Kiosks
The new kiosks now being rolled out will make it easier for customers to manage their travel needs at our stations.
Gate and Track Notifications
Now available on all mobile devices
Customers can subscribe to app alerts to get the latest information.
New Viewliner II Sleeping Cars
Now in revenue service
These new Sleeping Cars provide for an updated and more comfortable overnight experience.
These single-level cars offer greater accessibility, wider aisles, bright interiors and touchless features in restrooms.
Launched a Three-Year, $28 million Project to Refresh the Superliner Car Fleet
More than 450 cars will be modernized with new seat cushions and upholstery, bedding, carpet, tables and curtains for a better customer experience.
First ALC-42 locomotives entered revenue service
Cleaner, faster and more fuel efficient than their predecessors
They will reduce emissions of nitrogen oxide by more than 89% and particulate matter by 95%, and increase the reliability of the National Network locomotive fleet.
Quicker and Easier to Find a Seat on Our Acela Trains
Look for the new seat number labels
Custom-designed labels include both the car and seat numbers, with the seat numbers a larger font size, and they clearly indicate window and aisle seats.
Substantially Upgrades Private Room Experience
New bedding, pillows, towels and linens for all overnight trains
These new soft goods are included in all four private room classes of service, including Roomettes, Bedrooms, Family Bedrooms and Accessible Bedrooms.
Expanded Carry-On Pets Program
We've expanded this popular service to now include weekday Acela trains.
Expanded Carry-On Bikes Program
Now expanded to include all Northeast Regional trains and the Carolinian.
Updated Food Service Offerings
Our new Flexible Dining menu features an array of new items. Our National Cafe and Auto Train menus have also been updated with more food and beverage offerings that our customers want.
New Viewliner II Sleeping Cars
Now in revenue service
These new Sleeping Cars provide for an updated and more comfortable overnight experience.
These single-level cars offer greater accessibility, wider aisles, bright interiors and touchless features in restrooms.
Launched a Three-Year, $28 million Project to Refresh the Superliner Car Fleet
More than 450 cars will be modernized with new seat cushions and upholstery, bedding, carpet, tables and curtains for a better customer experience.
First ALC-42 locomotives entered revenue service
Cleaner, faster and more fuel efficient than their predecessors
They will reduce emissions of nitrogen oxide by more than 89% and particulate matter by 95%, and increase the reliability of the National Network locomotive fleet.
Quicker and Easier to Find a Seat on Our Acela Trains
Look for the new seat number labels
Custom-designed labels include both the car and seat numbers, with the seat numbers a larger font size, and they clearly indicate window and aisle seats.
Substantially Upgrades Private Room Experience
New bedding, pillows, towels and linens for all overnight trains
These new soft goods are included in all four private room classes of service, including Roomettes, Bedrooms, Family Bedrooms and Accessible Bedrooms.
Expanded Carry-On Pets Program
We've expanded this popular service to now include weekday Acela trains.
Expanded Carry-On Bikes Program
Now expanded to include all Northeast Regional trains and the Carolinian.
Updated Food Service Offerings
Our new Flexible Dining menu features an array of new items. Our National Cafe and Auto Train menus have also been updated with more food and beverage offerings that our customers want.
