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Amtrak eVouchersTravel Credits Stored Electronically
eVouchers and eTicketing The eVouchers Program is a component in Amtrak’s efforts to move to an eTicketing environment. The focus of this effort is to remove value baring exchange and refund “paper” vouchers from circulation. Moving forward eVouchers may be generated (and emailed to passengers) when a reservation is impacted by a cancelation and refund of some sort. Need to Know Amtrak is taking its refund and exchange process to the next level by offering a new form of payment - eVoucher (electronic voucher) to store passengers' remaining fare value. Paper exchange and refund vouchers already issued remain valid for customers to use through their expiration dates. What are eVouchers? Different from paper exchange and refund vouchers that hold value in paper, eVouchers store your ticket value electronically in our reservation and ticketing system. You will no longer have to keep track of paper value exchange and refund vouchers that might be misplaced or lost. Under certain conditions following a fare downgrade or cancellation of a purchased trip, our system will automatically transfer funds owed to a customer into an eVoucher. Depending on the fare rules and policies that applied to the original ticket purchase, the funds in an eVoucher can be
eVoucher Creation and Delivery When an eVoucher is created at the ticket counter, the passenger will receive an eVoucher receipt and an e-mail notification will be generated as references. The value is stored in the eVoucher, not in the paper receipt or e-mail. If the paper receipt or e-mail printout is lost or misplaced, the passenger still has the value safely stored in the eVoucher; a ticket agent will ask the passenger for information needed to locate the eVoucher in the system (such as the eVoucher number, your name, phone number, reservation number etc.). For eVouchers created over the phone or online, an e-mail notification only will be sent. This is a sample of an eVoucher receipt issued by a station ticket office. This receipt has no value and is issued as a reference only.
When Will a Passenger Be Issued an eVoucher Downgrade Exchange of Printed Tickets
When a printed ticket is exchanged, and the new fare is lower, the
system will now automatically create an eVoucher for the remaining
balance. Part or all of that amount may be refundable. Downgrade Modification, Cancellation or "No Show" CancellationWhen a paid reservation is cancelled (or modified) and the new fare is lower, or when the passenger does not cancel but fails to board (“no-show”), any residual value that is non-refundable, or cannot be immediately refunded, will be transferred to an eVoucher. Refundability, if any, is determined by the rules of the fare paid. Penalties for non-cancellation of sleeping car space, non-Acela Express Business Class seating, and Acela Express First Class seating, will apply; ask an Amtrak agent for details. If the passenger “no-shows” for sleeping car space, the amount of the sleeping car accommodation charge will be forfeited and will not be transferred to the eVoucher. Downgrade due to an Amtrak Initiated Schedule Change or Other ChangesIf Amtrak makes a schedule change or an equipment substitution or cancellation and a passenger’s accommodation charge or rail fare is lower because of it, an eVoucher will be created to hold any residual value. For refundable amounts in this eVoucher, no refund fee or non-cancellation penalty will apply. Who May Use the Funds in an eVoucher The funds in the eVoucher will be held in the customer’s name and can be applied toward future travel. An eVoucher can only be redeemed by the person whose name appears on it; however, that person can choose to apply it to someone else’s travel. Where and How to Redeem an eVoucher
For now, eVouchers may only be redeemed at an Amtrak ticket
office, not at Quik-Trak, online at Amtrak.com, Amtrak
RailAgent, Amtrak B2B Partners websites or by phone. The passenger
must make sure to bring the eVoucher receipt (or the information
necessary for the agent to locate the eVoucher) and proper
identification to the ticket office for redemption.
Amtrak Customer Refunds If the passenger does not have their eVoucher receipt or a printout of your e-mail notification, include information about the transaction in a letter that will enable the refund office to locate the eVoucher. When an eVoucher Expires An eVoucher will expire one year after issuance. A refundable amount left in an eVoucher can be refunded up to the refund expiration date on the eVoucher receipt; this date is based on when initial payment was made for the original travel and may be less than one year after issuance. Upon redemption for future travel, if the eVoucher is not entirely used, a new eVoucher will be created for the remaining balance. Need to Know Passenger traveling in the following accommodation must pay special attention to advance cancelation requirements.
Failure to cancel itineraries, containing the above mentioned accommodations, will result in the issuance of an eVoucher which may be partially non-refundable. Example: eVoucher (text of an email sent at the time the eVoucher is generated.)eVoucher Policy and Procedures Please review this information with your customers so they understand their responsibilities related to canceling reservations in advance of departure. Your Questions and Answers Q. In the past an Amtrak representative had the ability to waive fees for my clients, does that still apply? A. No, the process now is handled automatically through the Amtrak Reservation System. The sales agent does not have the ability to waive service fees. Q. My passenger received a eVoucher for a reservation in which he/she was a no-show for the train. How does the passenger receive the refund for that itinerary. A. The passenger must see an Amtrak Ticket Agent in order to receive a refund for that itinerary. The refund can not be processed over the phone. Inquiries Questions should be addressed to:Amtrak’s Travel Industry Programs Support Hours: Monday – Friday (8:30 am – 6:00 pm et)
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