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.
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
When an eVoucher is created at the ticket counter, you will receive an eVoucher receipt and an e-mail notification 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, you still have the value safely stored in the eVoucher; a ticket agent will ask you for information needed to locate your eVoucher in the system (such as the eVoucher number, your name, phone number, reservation number, corporate ID number etc.).
For eVouchers created over the phone or online, you will receive an e-mail notification only.
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 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.
An eVoucher created by a downgrade exchange is refundable if the associated fare rules allow but will be subject to a 10% refund fee. You can avoid the refund fee by leaving the funds in the eVoucher to use for future travel. There is no refund fee if paper value tickets have not been issued.
When a paid reservation is canceled (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.
If 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.
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.
For now, eVouchers may only be redeemed at an Amtrak ticket office, not at Quik-Trak, online at Amtrak.com or by phone. 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.
If your eVoucher is issued by a station agent as part of a downgrade exchange or cancellation and part or all of its value is refundable, the refund can be processed at the station by the same agent at the same station on the same day only. Otherwise, send the eVoucher receipt or a printout of your e-mail notification, and your name, address and phone number, to:
Amtrak Customer Refunds
Box 70
30th St. Station
2955 Market Street,
Philadelphia, PA 19104-2898
If you do not have your 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 your eVoucher.
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.
