Frequently Asked Questions (FAQs) About Train Travel

What rail providers are supported? 

Amtrak service is supported in the United States, and supported services in other countries include Eurostar (UK) and VIA Rail Canada (Canada).

Are the Amtrak tickets offered through this service the same as what can be purchased on amtrak.com? 

Yes, the tickets available through Travel are ticketed directly by Amtrak, the same as on Amtrak.com. The benefit is that you can take advantage of your site’s negotiated rates and discounts.

How do I book train travel?

Use the Travel menu to choose Train. You can also choose Trip Planner for one-way or multi-city itineraries, and then click the Train tab next to the Flight tab in the Flight/Train section header to enter the trip information. See Selecting and Reviewing a Train Trip for details.

How do I get my tickets? 

If there is a kiosk at the departure station, the “Deliver ticket by” drop-down menu appears in the Ticketing and Delivery Information section of the Purchase page, and you can choose Email to email the eTicket, or Pickup at departure station to pick up the boarding pass at the kiosk.

If there is no kiosk at the departure station, Email is the only choice offered, and you must provide an email address — your default email address appears and you can change it. The email includes the eTicket, which you can take with you on a mobile device and use as a boarding pass. Specific instructions are provided on the confirmation page of your reservation and in the email.

For details on purchasing a trip, see Purchasing the Trip.

Can I make my reservation for Amtrak and instantly pick up my ticket at the kiosk? 

Yes. The booking is completed instantly. You can pick up your ticket immediately. 

What happens if I need my ticket to be delivered by ordinary mail? Is there an end date before which the reservation needs to be made? 

You can request mail delivery when you purchase a ticket. You will be required to enter a mailing address and your tickets will arrive before your departure date. There is a 15 day cut-off when requesting tickets be delivered via mail. 

Can I cancel online? 

Yes. Amtrak tickets are fully refundable when you cancel online as long as you have not printed the tickets from the kiosk. Once the tickets are printed, you must go directly to Amtrak to exchange the tickets and receive a credit. There is no need to contact your travel agent. 

Can I change my reservation online? 

Yes. A ticket can be changed by first canceling the original ticket and then booking a new ticket. There is no need to contact your travel agent. For details on canceling a trip, see Canceling a Booked Trip.

If I change my reservation, will my calendar be updated? 

Yes. Changes are reflected on your calendar if you have set up your personal calendar or have groupware integrated by your administrator (see Setting Up Your Calendar. The calendar is also updated for offline changes made with Amtrak after you display your reservation again in the Upcoming Trips section of the Home page.

Who do I contact if there’s a problem with my tickets? 

For Amtrak, you can contact an Amtrak service representative at 1-800-USA-Rail (1-800-872-7245) or TDD/TTY at 1-800-523-6590. Phones are supported 24 hours a day / 7 days a week. Tell the operator your Amtrak record locator and they will be able to help with any issue. 

If I purchase a one-way ticket, can I buy a return ticket at the kiosk and still get the corporate negotiated rate or discount? 

No. In order to obtain the corporate rate or discount, you must purchase the tickets using this online booking service.

Why does the train search default to one way searches? 

Based on our experience testing, we found that people usually booked trains one way. There is typically no cost advantage in buying a round-trip ticket, and if you change your itinerary, you must go to the window to change a round-trip ticket. However, in order to take advantage of the corporate rate or discount, you must either purchase the return ticket on this service, or start off by purchasing a round-trip ticket on this online booking service.

How long can I place a ticket on hold before purchasing? 

According to Amtrak rules, you are advised when making your reservation of the ticketing time limit. If you do not purchase your ticket by that time, Amtrak automatically cancels your reservations.

Do company-discounted rates appear? 

Yes. Company discounts are already applied to the rates that appear.

Are sleeper accommodations available through this service? 

No, not at this time. 

Will my travel agency have access to my train reservations? 

This depends on your site’s configuration. Contact your administrator for details.