A:Say "It's something else" OR Press 0 when automated options begin.You can also use our free service that can talk to Amtrak for you and report back.
Q:
Does Amtrak offer 24 hour customer service?
A:Yes! This call center operates 24 hours a day, 7 days a week.The least busy day is Wednesday, and the most busy day is Sunday.
Q:
How long will I wait on hold?
A:The average hold time is 4 minutes and 1 second.The longest hold times are on Thursday, and the shortest are on Tuesday.You can skip the hold time for free.
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How do I get through the phone menu to a live person?
Consider using our free service that calls and talks to customer service for you, then sends you a report. Or use our free service that waits on hold and tells you when a human rep is on the line. But if those options don't appeal to you, our team has also documented the phone menu for Amtrak below.
Our AI powered phone can dial, navigate the phone menu, wait on hold, and even talk to customer service for you, for free. You don't even need to learn about the path through the various phone options.
That same, free GetHuman Phone can call and navigate the menus and wait on hold for you, but you can opt to do all the talking. We notify you when a rep is on the line and ready to talk, so no need to worry about changing menu options and weaving your way through the maze.
Of course, we completely understand if you prefer to do all the dialing, waiting, and talking yourself. All of these free tools are optional.
GetHuman researchers routinely call this Amtrak phone number to document the phone system.
Here is how our research team describes the way the Amtrak phone system greets you: For reserved Amtrak services, please stay on the line. For travel on unreserved trains, call 1-877-974-3322.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest:Say "It's something else" OR Press 0 when automated options begin.
Below are some clips we've found from Amtrak's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:
Heard when the phone system first answers
"Hi. I'm Julie.
Amtrak's automated agent, to check if a particular train is running on time.
Say train status, or to get schedule and price information, say schedules.
For new or existing reservation, great.
Let's look up schedules and fares.
And if you find something you like, we can make a reservation too.
Let's get started. What city are you departing from?
I think you said Pittsburgh, Pennsylvania. Is that correct?
There two stations in Pittsburgh, Pennsylvania.
Which one is it?
You can choose from Pittsburgh Green Station, Pennsylvania. Or Pittsburgh Bus Stop, Pennsylvania.
And what's the arrival city?
I think you said Cincinnati, Ohio. Is that correct?
Got it. There are two stations in Cincinnati, Ohio.
Which one is it? You can choose from Cincinnati, Ohio Greyhound bus station.
Or Cincinnati, Ohio train station."
Excerpt from a call with Amtrak
Wednesday, January 3, 2024 4:25 AM
They may need the phone number on your account
"Do you know your reservation number?
Hold on while I transfer you to an Amtrak agent.
We are currently experiencing delay times of approximately ten minutes.
If you would like to receive a callback when an agent will be available, please press one.
Please be aware that callbacks will occur Welcome to Callback Assist.
I have looked up your time based on the phone number you are calling from."
Excerpt from a call with Amtrak
Monday, February 19, 2024 1:46 AM
They may ask your reason for calling (instead of a menu)
"Hi. I'm Julie, Amtrak's automated agent to check if a particular train is running on time.
Say train status, Or to get schedule and price information, say schedule.
I think you said you want to talk to an agent. Is that correct?
Our agents are specialized.
So tell me what you need help with.
You want to hear our refund policy.
Correct?
My mistake one more time. Please tell me what you're calling about."
Excerpt from a call with Amtrak
Wednesday, January 3, 2024 1:12 AM
They may ask you to enter information with the dial pad
"Based on that information, it appears it is February eighteenth eight forty seven PM where you are.
If this is correct, press one. Otherwise, press two.
Just to make sure we're scheduling your return call in the correct time zone, please enter the time of day where you're calling from."
Excerpt from a call with Amtrak
Monday, February 19, 2024 1:46 AM
They may ask you to say or enter information
"Hi. I'm Julie, Amtrak's automated agent, to check if a particular train is running on time.
Say train status, Or to get schedule and price information, say schedules.
For new or existing reservations, say reservations.
You can also say it's something else.
Great. If you're calling about a reservation you've already made, say I already have a reservation.
Otherwise, I'll be able to help you book seats on any Amtrak train.
Let's get started. Are you looking for one way or round trip?
Or if you already have a reservation, say, I have a reservation.
Tell me what you'd like to do. You can say pay for my reservation review my reservation, change my reservation, cancel my reservation, or it's something else."
Excerpt from a call with Amtrak
Wednesday, January 3, 2024 11:09 AM
The first phone menu
"Hi. I'm Julie, Amtrak's automated agent.
To check if a particular train is running on time. Say train status, Or to get schedule and sorry.
Sorry. I still didn't understand.
If you're unsure of what to do, say help or press star.
Otherwise, please say train status or press one, schedules or press two, reservations or press three, or say agent or press zero."
Excerpt from a call with Amtrak
Sunday, May 26, 2024 5:30 PM
What are the hours and when should I call?
Amtrak operates the call center for this 800-872-7245 phone number 24 hours, 7 days.The short answer is that you should call on a Tuesday.This observation and the following section are based on analysis of a sample set of 1,800 calls made in the last 90 days using our free, web-based phone (see above).
When you use our free AI-powered phone to call and talk, wait on hold, or navigate for you, it will automatically wait until the Amtrak call center opens before trying to call. It will ask your permission before it places the call, so you can also further delay that scheduled call until you are ready. But that means you can "set it and forget it" ahead of time.
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this Amtrak phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like Amtrak staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.
The least busy time to call
The least busy day to call Amtrak is Wednesday.The most busy day to call is Sunday, which averages 23% more phone calls by comparison.Again, this is based on a sample of 1,800 calls made with our AI-powered, web-based phone in the last 90 days.
Sun
Busiest
Mon
Tue
Wed
Quietest
Thu
Fri
Sat
The shortest wait on hold
We measured the shortest hold times to be on Tuesday.The longest wait in the queue on average occurs on Thursday, which is 1306% longer than the minimum.As you can see, there is more fluctuation in hold time over the course of the week than there is in call volume.
In summation, the best day to call Amtrak is Tuesday.It isn't the least busy day, but the fact that hold times are shortest combined with it being on the busy side tells us that Amtrak staffs up on Tuesday to handle the higher call volume, and that makes it the best time to call.
My phone call to Amtrak went fairly well. Given how many schedules they manage and how many different issues could happen within one reservation, I appreciated the automated process which really streamlined things and made them simple to follow. People can call Amtrak to book a reservation, cancel a reservation, price a trip or check to see if their train is running on schedule. They can talk about a billing issue with a credit card and Amtrak, talk about travel accommodations, lost luggage, and address many of the small things that can go wrong during a journey.
It was easy enough to use the automated process. I was a little nervous about talking to an agent about what my options for a rail trip in the middle of November, and I was intimidated by the idea of rail travel. Still, I also am afraid to fly and wanted to make a holiday celebration. Therefore, I decided calling would be best so I could talk about accommodations and make an informed choice before booking my tickets. I like to know all the details ahead of time: it makes travel and unpredictable situations easier to handle.
When I first called, an automated voice answered and said, "Hi, I'm Julie, Amtrak's automated agent." It then offered me an array of options and I didn't have to use my keypad because it was voice-activated. I was please to note that there weren't any problems from the system picking up background noise, as can sometimes happen. The options were, "To check if a particular train is running on time, say 'train status.' To get schedule or price information, say 'schedules.' For new or existing reservations, say 'reservations.' You can also say, 'it’s something else.' "
I chose schedules and fares because I figured it made sense to see how much it would cost before asking questions. It then said, "Great, let's look up schedules and fares, and if you find something you like I can also make a reservation." It then had me say the departure city (Cleveland) and the arrival city (Boston South End). The next question was my departure time, which I said was November 16th.
I had no problem getting through the question, and then it told me "If this call concerns an unaccompanied minor traveling, please press 1, otherwise stay on the line." It then warned that they were experiencing high call volumes and it would take ten minutes or more, but I could use their callback service. I took advantage of the callback service and they did call me back within ten minutes. The agent was very helpful and answered my questions about the reservations and some other questions I had overall about traveling with Amtrak.
Christian has been writing about long hold times and customer service call center experiences since 2010. He's been featured in Bloomberg, the Wall Street Journal and the Boston Globe.
Why Customers Call Amtrak
If you have time to do a bit of reading before you call Amtrak, we recommend you read over some of our problem-specific articles.
Amtrak's baggage policy allows each passenger to bring two personal items and two carry-on bags onboard. Personal items include purses, briefcases, laptops, and small backpacks, while carry-on bags should not exceed 50 pounds (23 kg) and must fit in the overhead compartment or under the seat. Additional checked baggage is available for purchase, with a limit of four bags per person. Checked bags should not weigh over 50 pounds (23 kg) and must have a combined length, width, and height of no more than 75 inches (190 cm). Oversized or excessive baggage may require additional fees. Passengers can also opt for shipping larger items or bicycles via Amtrak Express Shipping. It is always advisable to check Amtrak's official website for the most up-to-date and detailed baggage guidelines.
Amtrak welcomes bicycles on most of its trains, subject to availability and certain guidelines. To bring your bike onboard, you must reserve a space in advance and pay a fee. Bicycles are typically stored in the designated bike racks on Amtrak's specific trains, which may vary depending on the route. Folding bicycles are allowed on all trains, whereas non-folding bikes are only accepted on select routes. It is important to note that bicycles must be properly packed and presented at the station's designated check-in area. Additionally, Amtrak advises cyclists to bring their own bike locks for added security during travel. For detailed information and to make reservations, please consult Amtrak's website or contact their customer service.
Yes, Amtrak offers options for making group reservations. Whether you're planning a family trip, school outing, or corporate event, Amtrak provides convenient options for groups of 20 or more passengers. To request a group reservation, you can contact Amtrak Group Sales via phone or email. A dedicated team of group travel specialists will assist you in selecting the best travel dates, routes, and accommodations for your group's needs. Group reservations offer several benefits, including discounted fares and flexibility in terms of payment and name changes. Amtrak ensures a seamless travel experience with its efficient group booking process, making it easy for large parties to travel together comfortably and affordably.
Click the link above to get answers to just about any Amtrak customer service question, including step by step guides for the most complex issues. You can also detail a new issue and get answers instantly.
Below is a sample of recent calls to Amtrak, and their purpose. Are any of these similar to the reason you are trying to call?
Missed train connection: "Train late Need get on new train."
- From a call lasting 6m 29s , Jul 14, 2024 11:28 PM
Seeking agent assistance: "Agent. Agent."
- From a call lasting 2m 43s , Jul 12, 2024 11:39 PM
Speaking with agent: "Need to speak with an agent."
- From a call lasting 3m 40s , Jun 30, 2024 1:11 AM
Checking reservation details: "I was just calling to check on some reservation."
- From a call lasting 8m 54s , Jun 26, 2024 2:56 AM
Making reservations: "Operator. Reservations."
- From a call lasting 3m 2s , Jun 26, 2024 12:34 AM
More Amtrak Customer Service Contacts
There are of course other ways to contact Amtrak customer service besides the phone. Below we list the best ones, by medium.
Amtrak, like many companies, provides customer service on the X platform (formerly Twitter). While it rarely entails live dialogue with a customer service rep, this channel can yield rapid response times and can be a useful option if you have an X/Twitter account.
This is the best link to use to find the most recent and up to date deals and sales from Amtrak
As a last, sometimes only, resort- Amtrak customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.
Conclusion and closing notes
This is Amtrak's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Amtrak agent. This phone number is Amtrak's best phone number because 137,892 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 800-872-7245 include Make a Booking, Refund, Missing Items, Cancel or Change Booking, Problem With a Trip and other customer service issues. The Amtrak call center that you call into has employees from Pennsylvania and is open 24 hours, 7 days according to customers. In total, Amtrak has 2 phone numbers. It's not always clear what is the best way to talk to Amtrak representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.
GetHuman does not provide call center services or customer support operations for Amtrak. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Amtrak. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.
