Amtrak State Corridor Customers CORT

February 20, 2019

Confidential/Proprietary/Deliberative Process Materials 1 FY18 Demand

Confidential/Proprietary/Deliberative Process Materials 2 CONFIDENTIAL & PROPRIETARY Fy18 State Corridor Ridership

Confidential/Proprietary/Deliberative Process Materials 3 CONFIDENTIAL & PROPRIETARY 3 Gender and Age

Confidential/Proprietary/Deliberative Process Materials 4 CONFIDENTIAL & PROPRIETARY Trip Purpose and First Time Amtrak Customers

Confidential/Proprietary/Deliberative Process Materials 5 CONFIDENTIAL & PROPRIETARY 5 Customer Age

18-24 25-34 35-44 45-54 55-64 65-74 over 75

US CENSUS (2016) 10% 14% 13% 13% 13% 9% 6%

KEYSTONE 11% 28% 13% 17% 21% 8% 3% ILLINI/SALUKI 28% 23% 7% 11% 18% 9% 3% NEW HAVEN 13% 27% 14% 15% 16% 12% 3% PIEDMONT 23% 18% 10% 14% 19% 11% 4% CHICAGO - STL 19% 24% 12% 14% 14% 11% 5% WAS - NPN 10% 20% 16% 17% 20% 10% 6% WOLVERINE 16% 25% 9% 14% 20% 11% 5% CAPITOL CORRIDOR 15% 18% 13% 17% 19% 13% 4% EMPIRE (NYP-ALB) 11% 21% 13% 17% 19% 14% 3% ALBANY - NFL 20% 23% 8% 14% 16% 13% 5% CHICAGO - QUINCY 18% 16% 10% 17% 21% 15% 3% HIAWATHA 10% 23% 16% 13% 20% 15% 4% PACIFIC SURFLINER 14% 19% 15% 13% 18% 16% 5% PENNSYLVANIAN 18% 19% 9% 14% 17% 17% 6% ETHAN ALLEN 10% 19% 13% 13% 21% 16% 7% KANSAS CITY - STL 14% 18% 8% 12% 24% 17% 6% DOWNEASTER 12% 20% 11% 15% 18% 19% 5% WAS - RICHMOND 6% 15% 12% 19% 25% 16% 8% WAS - NORFOLK 10% 13% 11% 17% 25% 19% 5% VERMONTER 21% 20% 9% 11% 15% 17% 8% CAROLINIAN 11% 18% 12% 15% 17% 18% 7% BLUE WATER 14% 14% 14% 17% 16% 19% 6% ADIRONDACK 12% 18% 14% 15% 18% 17% 8% WAS - LYNCHBURG 15% 19% 12% 11% 18% 18% 7% SAN JOAQUIN 16% 16% 9% 14% 19% 18% 8% CASCADES 9% 16% 13% 12% 23% 21% 6% PERE MARQUETTE 9% 13% 10% 15% 24% 22% 8% HOOSIER STATE 11% 18% 11% 11% 18% 23% 8% HEARTLAND FLYER 7% 10% 11% 12% 24% 24% 12%

Confidential/Proprietary/Deliberative Process Materials 6 Customer Gender

Male Female

US CENSUS (2016) 49% 51%

WAS - NORFOLK 37% 63% WAS - RICHMOND 38% 62% CAROLINIAN 38% 62% SAN JOAQUIN 38% 62% HEARTLAND FLYER 38% 62% KANSAS CITY - STL 39% 61% WAS - LYNCHBURG 40% 60% ILLINI/SALUKI 41% 59% BLUE WATER 42% 58% WAS - NPN 43% 57% WOLVERINE 43% 57% PERE MARQUETTE 43% 57% ALBANY - NFL 44% 56% CHICAGO - QUINCY 44% 56% CHICAGO - STL 45% 55% HOOSIER STATE 46% 54% NEW HAVEN 47% 53% VERMONTER 47% 53% PIEDMONT 48% 52% PENNSYLVANIAN 48% 52% ETHAN ALLEN 50% 50% EMPIRE (NYP-ALB) 51% 49% PACIFIC SURFLINER 51% 49% HIAWATHA 52% 48% ADIRONDACK 52% 48% KEYSTONE 53% 47% CAPITOL CORRIDOR 55% 45% CASCADES 55% 45% DOWNEASTER 56% 44%

Confidential/Proprietary/Deliberative Process Materials 7 Employment Employed College student Retired Homemaker Not employed/Other

NEW HAVEN 72% 9% 12% 5% KEYSTONE 71% 8% 14% 5% EMPIRE (NYP-ALB) 68% 9% 16% 7% HIAWATHA 67% 7% 20% 3% WAS - RICHMOND 67% 4% 25% 3% DOWNEASTER 65% 8% 21% 6% WAS - NPN 64% 8% 20% 5% CAPITOL CORRIDOR 61% 12% 17% 9% CHICAGO - STL 60% 13% 19% 6% ETHAN ALLEN 60% 8% 25% 6% WOLVERINE 59% 11% 16% 9% CAROLINIAN 59% 9% 25% 6% KANSAS CITY - STL 59% 8% 25% 4% ADIRONDACK 58% 10% 22% 9% PACIFIC SURFLINER 58% 10% 22% 8% WAS - NORFOLK 56% 6% 26% 9% CHICAGO - QUINCY 56% 12% 25% 6% CASCADES 56% 5% 30% 7% WAS - LYNCHBURG 56% 14% 24% 5% ALBANY - NFL 55% 17% 20% 7% PENNSYLVANIAN 54% 10% 24% 10% ILLINI/SALUKI 53% 22% 15% 8% VERMONTER 53% 14% 23% 9% PERE MARQUETTE 53% 7% 33% 6% PIEDMONT 51% 20% 17% 10% BLUE WATER 51% 11% 25% 11% SAN JOAQUIN 47% 10% 28% 12% HOOSIER STATE 46% 15% 28% 6% HEARTLAND FLYER 45% 4% 37% 10%

Confidential/Proprietary/Deliberative Process Materials 8 Customer Ethnicity White African American/Black Asian Native American Other Hispanic

US CENSUS (2016) 75% 13% 6% 5% 18%

PIEDMONT 54% 33% 4% CAROLINIAN 57% 31% 5% SAN JOAQUIN 59% 14% 23% WAS - NPN 65% 23% 6% ILLINI/SALUKI 67% 16% WAS - NORFOLK 68% 22% 6% CAPITOL CORRIDOR 69% 7% 13% 8% PACIFIC SURFLINER 69% 6% 13% 15% WOLVERINE 71% 19% 5% 2% NEW HAVEN 71% 14% 4% CHICAGO - STL 72% 17% 5% HEARTLAND FLYER 75% 13% 6% ADIRONDACK 75% 10% 6% WAS - RICHMOND 77% 14% 3% 3% ALBANY - NFL 77% 9% 5% PENNSYLVANIAN 80% 10% 5% 4% HOOSIER STATE 80% 9% 7% 4% HIAWATHA 81% 11% 4% BLUE WATER 81% 9% 3% WAS - LYNCHBURG 82% 6% 5% 5% 3% CHICAGO - QUINCY 84% 9% 1% 5% 4% KEYSTONE 84% 6% 4% KANSAS CITY - STL 85% 12% 3% EMPIRE (NYP-ALB) 86% 4% ETHAN ALLEN 86% 4% 4% CASCADES 87% 2% 2% VERMONTER 88% 2% PERE MARQUETTE 89% 6% 2% DOWNEASTER 93% 2% 3%

Confidential/Proprietary/Deliberative Process Materials 9 Customer Education

High School or less Some College + College Grad Grad School US CENSUS (2016) 38% 29% 21% 12%

EMPIRE (NYP-ALB) 5% 13% 34% 48% KEYSTONE 4% 17% 35% 44% WAS - RICHMOND 6% 12% 38% 44% VERMONTER 8% 19% 31% 42% WAS - LYNCHBURG 7% 20% 31% 42% NEW HAVEN 5% 16% 37% 42% CAPITOL CORRIDOR 4% 25% 33% 38% ADIRONDACK 9% 14% 39% 38% DOWNEASTER 7% 14% 42% 37% WAS - NPN 7% 23% 35% 35% HIAWATHA 6% 19% 40% 35% ETHAN ALLEN 6% 19% 40% 35% PENNSYLVANIAN 13% 25% 28% 34% WAS - NORFOLK 11% 21% 34% 34% WOLVERINE 8% 22% 36% 34% CAROLINIAN 8% 22% 36% 34% CHICAGO - STL 9% 24% 35% 32% CASCADES 8% 25% 35% 32% BLUE WATER 8% 29% 31% 32% PERE MARQUETTE 11% 28% 30% 31% CHICAGO - QUINCY 7% 30% 33% 30% PACIFIC SURFLINER 8% 25% 37% 30% ILLINI/SALUKI 10% 31% 30% 29% ALBANY - NFL 10% 25% 37% 28% KANSAS CITY - STL 14% 30% 29% 27% HOOSIER STATE 9% 39% 26% 26% PIEDMONT 10% 35% 32% 23% SAN JOAQUIN 11% 38% 30% 21% HEARTLAND FLYER 15% 37% 30% 18%

Confidential/Proprietary/Deliberative Process Materials 10 Customer Trip Purpose

Visit Friends & Family Business Commute School Vacation & Recreation Personal, Shopping, Other

SAN JOAQUIN 59% 8% 4% 17% 11% ETHAN ALLEN 57% 9% 2% 22% 10% KANSAS CITY - STL 56% 10% 5% 21% 7% HEARTLAND FLYER 55% 7% 26% 11% VERMONTER 54% 9% 8% 17% 11% ILLINI/SALUKI 53% 13% 14% 12% 7% CAROLINIAN 51% 19% 3% 13% 12% PIEDMONT 51% 13% 10% 16% 8% HOOSIER STATE 51% 9% 4% 27% 8% WAS - RICHMOND 50% 18% 0% 22% 7% BLUE WATER 50% 8% 6% 25% 10% WOLVERINE 49% 11% 5% 24% 11% WAS - NPN 48% 20% 3% 21% 7% ALBANY - NFL 48% 12% 7% 24% 9% PERE MARQUETTE 48% 9% 2% 28% 13% WAS - NORFOLK 46% 17% 2% 26% 8% CHICAGO - QUINCY 46% 9% 11% 24% 9% WAS - LYNCHBURG 45% 19% 6% 18% 11% PENNSYLVANIAN 45% 13% 7% 24% 11% CHICAGO - STL 44% 14% 5% 24% 12% PACIFIC SURFLINER 44% 13% 5% 25% 9% NEW HAVEN 43% 25% 4% 16% 9% CASCADES 43% 12% 2% 31% 10% KEYSTONE 36% 29% 5% 15% 10% HIAWATHA 36% 23% 4% 24% 8% DOWNEASTER 35% 11% 3% 34% 12% EMPIRE (NYP-ALB) 34% 36% 5% 15% 9% ADIRONDACK 33% 10% 2% 47% 8% CAPITOL CORRIDOR 32% 23% 5% 19% 7%

Confidential/Proprietary/Deliberative Process Materials 11 What is important to our customers

The most important service attributes to our customers are: System- wide Acela NER State LD Rank Rank Rank Rank Rank

Information given about problems/delays while on the train 1 1 1 21 Amtrak’s ability to get you to your destination safely 2 6 3 32 Smooth and comfortable train ride 3 3 2 43 Reliability or on-time performance of the train 4 2 4 15 Friendliness/helpfulness of the train conductors 5 7 8 54 Overall cleanliness of the train interior 6 5 6 67 Comfort of your [seat/sleeping compartment] 7 4 5 96 Personal security on the train 8 11 10 8 9 Overall station experience at the boarding station 9 8 7 7 10 Information given on the train on services/features/safety 10 10 15 11 8 Accuracy of information received about the train trip prior to 11 14 9 10 13 boarding the train

Confidential/Proprietary/Deliberative Process Materials 12 CONFIDENTIAL & PROPRIETARY 12 Data Analytics and Longer Term Planning

Data Analytics: finding the signal in the noise • Bottom-up analysis: using individual customer behavior to understand demand • Enhancing digital marketing: Combining customer behavioral data with 3rd party data

Share of Wallet: how loyal are our customers?

Underserved communities: • Traditional view: based on availability of choices • Alternate view: based on availability of Intercity Passenger Rail service

Confidential/Proprietary/Deliberative Process Materials 13