PASSENGER TransportTHE SOURCE FOR PUBLIC TRANSPORTATION NEWS AND ANALYSIS MONDAY, JUNE 13, 2016 | VOLUME 74, NO. 12 2016 Rail Conference Phoenix, AZ TransportPASSENGER ISSN 0364-345X Commentary The Source for Public Transportation News and Analysis VOLUME 74, NUMBER 12 ESTABLISHED 1943 Published bi-weekly by the American Public Transportation Association, 1300 I St., NW, Suite 1200 East, Washington, DC 20005; 5 Star Service: A Cultural (202) 496-4800; Fax (202) 496-4321; www.apta.com It is the mission of Passenger Transport to communicate news and information about Transition for DART public transportation and to serve as the voice of the public transportation industry. Treating every colleague and customer like a VIP Rosemary Sheridan, Publisher
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[email protected] President/Executive Director Executive Vice President/ Deborah Bongiorno, Senior Managing Editor Dallas Area Rapid Transit Chief Operating Officer
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[email protected] Jack Gonzalez, Director-Marketing and Sales IN 2012, DALLAS AREA RAPID TRANSIT All Aboard
[email protected] While some employees were already Erin Cartwright, Marketing & (DART) launched its 5 Star Service program performing at a 5 Star level, the goal Communications Coordinator
[email protected] was to get all individuals and depart- Mitchell Wood, Graphic Designer to encourage employees to strive to create an ments on board with the new standard
[email protected] extraordinary customer experience. Although for excellence. A strategy we found News & Commentary: Passenger Transport welcomes particularly effective was to assess four articles, announcements, commentary, and letters to the customer service has always been part of our departments within the organization editor.