As we celebrate one of America’s greatest time-honored pastimes in this issue, I’m reminded of a quotation made by the late, great Ted Williams.
Williams was reported to have said, “Baseball is the only field of endeavor where a man can succeed three times out of ten and be considered a good performer.”
At Amtrak, our standards are much higher, as we continue to strive to provide you better service.
The most recent numbers from our Customer Satisfaction Index reflect an overall satisfaction score of 81 percent for our entire operation—500 destinations in 46 states. On the Northeast Corridor, Acela Express customers give us an 82 percent satisfaction score.
We connect America in safer, greener and healthier ways than other modes of transportation, and a growing number of people are recognizing it. You may have heard about our second annual National Train Day events on May 9. The series of events across the country draws people who love trains and travel, and is a testament to the growing popularity of passenger rail.
The last fiscal year on the Northeast Corridor, our share of the air/rail travel market between New York and Washington, D.C., was 62 percent. Our share of the New York-Boston market was 48 percent.
While on the whole our team stats are not bad, there’s much room for improvement. Among others, our train cleanliness and on-board announcements are elements that need work. We’re making changes—such as adding en route cleaners aboard Acela Express and Northeast Regional trains and improving the flow of information for consistent and informative
announcements—that we hope will yield a better experience for you.
We’re also upgrading our premium service, Acela Express. We’re making significant interior modifications to our high-speed equipment; as the equipment cycles through its overhaul schedule, you’ll notice leather seats and new carpeting.
In keeping with a “greener and healthier” Amtrak, we’re also making changes to our food and beverage offerings. The Amtrak Culinary Advisory Team, which includes famed chefs Michel Richard of Citronelle in Washington, D.C., and Tom Douglas of Seattle’s Dahlia Lounge and Palace Kitchen, has concocted a first-class Acela Express menu that serves healthier portion sizes and ingredients, reduces sodium content and includes no added trans fats. In addition, we strive to use local suppliers, which helps ensure freshness and is more ecofriendly.
Nearly 29 million passengers chose Amtrak last year. Whether you’re one of our loyal customers or a first-time rider, we hope to see you again soon. In the meantime, please let our on-board crew members know if they can do anything to make your trip with us more pleasurable. Thank you for choosing Amtrak.
Sincerely,
JOSEPH H. BOARDMAN
President and Chief Executive Officer
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