One of the most common complaints I get from Amtrak customers is about their tickets. The National Railroad Passenger Corporation uses old-school paper tickets that have cash value. I asked Matt Hardison, Amtrak’s chief for sales distribution and customer service, about the ticket troubles, and how to solve them.
What are the rules regarding lost tickets on Amtrak?
Most consumers have forgotten the days when tickets essentially had cash value. Today, there are almost no conventional tickets for the airlines anymore. Consequently, Amtrak is one of the last intercity modes of travel whose tickets still have value – what we call “value documents” – and for now our policies still need to reflect that. Read more “Amtrak is all aboard with electronic ticketing in 2011”
US Airways is kind of obsessed with its numbers. It’s a good kind of obsession — it regularly touts its improvements in on-time arrivals, misplaced baggage, oversales and other metrics reported every month to the Transportation Department. Why is the airline so fixated on these figures? I asked Robert Isom, US Airways’ executive vice president and chief operating officer.
What’s so important about the numbers?
We focus on these numbers because they represent the reliability and convenience our customers expect from US Airways. These are also the metrics that the media most closely reports on and that all of the airlines are consistently measured against.
These are the measures most often cited as defining an airline as an under or over-performer, and you have to believe that these are the metrics that level the playing field — although, that being said, comparing yourself to an airline that flies, say solely in Hawaii, from an on-time arrival perspective when your operation is based in the Northeast, for example, doesn’t seem to be a great leveler but hopefully you get the point.