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Roger Harris, Amtrak

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Roger Harris, Amtrak 1 SAIPRC CORT Annual meeting Roger Harris EVP, Chief 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 Amtrak 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 Vermonter Adirondack, Ethan Allen, Empire Maple Leaf Blue Water, Carl Sandburg, Hiawatha, Hoosier State, Illini, Springfield Capital Illinois Zephyr, Lincoln, Pere Marquette, Saluki, Wolverine Shuttle Corridor Keystone ↗️ San Missouri River Runner ➡️ Joaquin Virginia Service Pacific Carolinian Heartland Flyer ➡️ Surfliner Piedmont 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 - Northeast Regional 1,373 $67,454 20k riders to date 25 - Empire Builder 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 - Southwest Chief 1,153 $70,032 27 - California Zephyr 298 $13,727 • Business class seat 5assignment - VA coming 1,053 on$46,738 NER 45 - Lake Shore Limited 244 $10,662 45 - Lake Shore Limited 981 $43,655 28 - Southwest Chief 236 $14,096 19 - Silver Meteor 961 $63,653 52 - Crescent 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 - Palmetto 126 $6,479 32 - Texas Eagle 626 $23,487 32 - Texas Eagle 119 $4,268 57 - Pennsylvanian 500 $21,774 19 - Silver Meteor 115 $6,003 48 - Palmetto 478 $26,720 57 - Pennsylvanian 88 $3,787 34 - Coast Starlight 233 $10,977 63 - Auto Train 82 $5,172 18 - Cardinal 221 $8,747 34 - Coast Starlight 59 $1,539 26 - Capitol Limited 207 $7,412 18 - Cardinal 58 $1,993 33 - Sunset Limited 174 $9,736 26 - Capitol Limited 39 $1,354 63 - Auto Train 94 $6,286 33 - Sunset Limited 33 $2,058 15 - Empire 12 $337 66 - Carolinian 4 $150 20 - Lincoln Service 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 .
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