When you call Amtrak Guest Rewards, you're prompted to enter your 10-digit Amtrak rewards number for efficient access to your account. The program tracks reward points for every ride upon any Amtrak rail line, and those points can be used toward additional travel, rental cars, hotel stays and other amenities. Customers most often call to redeem points, check their point balance or dispute point discrepancies. The automated menu was fairly simple and helpful, especially the option to directly ask for a representative for needs not listed.
If you don't have a membership account, you can enroll in the guest rewards program by choosing that option from the list and speaking immediately with a customer representative. In addition, you can set up an account prior to calling by accessing the enrollment page online. Enrollment is free; you only need to sign up using your name, email address and a new password.
There is a high call volume at certain times of the day, including in the evening hours. I spent about 10 minutes waiting on hold to speak with a guest representative. While waiting, the automated system directed me to the website for access to a variety of topics as well as an online option for conversing with a virtual assistant. I found this a good resource when in a time crunch and cannot stay on the phone any longer.
Since I had recently enrolled in the program, I had no points to redeem or verify. However, the customer service representative was very helpful in explaining how I could begin to earn points. For every dollar spent on Amtrak travel, members earn 2 points and can receive additional bonuses based upon booking in business or first class. Amtrak also offers a Guest Rewards credit card that earns points toward travel, dining and retail.
The representative also explained to me that Amtrak guest rewards members can share their points with family and friends in increments of 1,000 points up to 100,000 points per account during one calendar year. This information was helpful to know if a relative or close friend could benefit from the points in a time of need. I was glad to discover I can also purchase points to gift to others or just for myself.
Overall, the call was successful, and the agent was helpful. However, the wait time was extensive for the information gathered. I found that these simple tasks could be handled more efficiently on Amtrak's website, where personal account details are updated frequently. What I also prefer about accessing the online account is the ability to book trips, check train schedules and keep an eye out for deals. Those tasks are not difficult to do over the phone but take up much more time.