1

SAIPRC CORT Annual meeting

Roger Harris EVP, Marketing and Revenue Officer

Hartford, CT September 18, 2019 2 Who am I…

U.K. USA Japan Mexico Netherlands 3 Who am I…

Residential Capital

Northwest Airlines

Chrysler 4 Who am I…

FINANCIAL PLANNING BUSINESS DEVELOPMENT SALES MARKETING

PRODUCT DEVELOPMENT PRICING, REVENUE MGT. DISTRIBUTION E-COMMERCE 5 Why I joined

2018: Record ridership and revenue

• 31.7 million riders • $3.3B — record revenue • >95% recovery of operating costs

• Best-ever operating performance • Strong federal funding • Break-even by 2020 6 Why I joined Amtrak 7 Why I joined Amtrak 8 Why I joined Amtrak

• It’s time for rail! 9 Why I joined Amtrak 10 Why states matter Why states matter 11

Downeaster • Cascades , Ethan Allen, Empire , Carl Sandburg, Hiawatha, , Illini, Springfield Capital Illinois Zephyr, Lincoln, Pere Marquette, Saluki, Shuttle Corridor Keystone ↗️ San River Runner ➡️ Joaquin Service Pacific ➡️ Surfliner 12 How Amtrak works 13 How Amtrak works 14 How Amtrak works

State- Marketing supported

Customer Northeast Product & CX Analytics Corridor

Long Distance Pricing & RM 15 How we work together

Fares Objectives

Demand Customer Data Special events Agreed plans

Seasonality

Feedback Results Future plans process Markets

Political considerations Channels 16 What Amtrak delivers

• Channel share of 17.5%

• New ability to store credit cards for faster checkout on the fly

• Book using AGR points

• View and edit profile information on the App

• App store rating jumped from 2.8 to 4.6 17 What Amtrak delivers

• New website and ability to book • Cobrand credit card for points on app this year heavy and loyal users • 10 million members • 30% of State Supported • 100k elite members with high customers use another program affinity service line every year Promotion Results through 5-Sep last four weeks Riders 18,713 Riders 4,431 Revenue $962,001 Revenue $214,308 avg bookings per day 140 avg bookings per day 158 avg revenue per day $7,179 avg revenue per day $7,654 avg fare $51 avg fare $48 18 What Amtrak pax/PNRdelivers 4.1 pax/PNR 4.4 (vs system avg 1.3)

Promotion Results to Date (started 4/24/19) last four weeks Route Riders Revenue Row Labels Riders Revenue • “Share fares” family and5 - Northeast small Regional group 5,187 product,$265,064 5 - 1,373 $67,454 20k riders to date 25 - 1,591 $99,078 5 - VA 377 $17,944 14 - Keystone 1,532 $62,041 14 - Keystone 347 $13,366 • BOGO offers to drive27 offpeak- California Zephyrtraffic 1,251 $68,620 25 - Empire Builder 343 $17,870 28 - 1,153 $70,032 27 - 298 $13,727 • Business class seat 5assignment - VA coming 1,053 on$46,738 NER 45 - Limited 244 $10,662 45 - 981 $43,655 28 - Southwest Chief 236 $14,096 19 - 961 $63,653 52 - 207 $11,005 • Upselling 52 - Crescent 904 $52,473 30 - City of New Orleans 176 $9,085 16 - Silver Star 842 $43,115 16 - Silver Star 140 $7,690 • Proactive campaigns30 following- City of New Orleans disruptions 701 $31,773 48 - 126 $6,479 32 - 626 $23,487 32 - Texas Eagle 119 $4,268 57 - 500 $21,774 19 - Silver Meteor 115 $6,003 48 - Palmetto 478 $26,720 57 - Pennsylvanian 88 $3,787 34 - 233 $10,977 63 - Auto 82 $5,172 18 - 221 $8,747 34 - Coast Starlight 59 $1,539 26 - 207 $7,412 18 - Cardinal 58 $1,993 33 - 174 $9,736 26 - Capitol Limited 39 $1,354 63 - 94 $6,286 33 - Sunset Limited 33 $2,058 15 - Empire 12 $337 66 - Carolinian 4 $150 20 - 8 $135 Grand Total 4,464 $215,701 Grand Total 18,709 $961,851 19 Social Care Highlights

Now providing 24/7 support, our Social Care Team is Amtrak’s frontline for all matters ranging from service alerts to individual inquiries.

• Social team now embedded in CNOC for live updates • Customers choose how they want to hear from us – Twitter, text, app • Pre-departure and en-route push notifications in place. Over 18k Twitter alerts and 650k push notifications to date • Updates will be pushed to station agents and onboard employees in early 2020 • Proactive service recovery in the works