Amtrak State Corridor Customers CORT •~AI\/ITRAK® MARKET RESEARCH & ANALYSIS February 20, 2019 Confidential/Proprietary/Deliberative Process Materials 1 FY18 Demand FV18 Ridership (000) State Coridor 15,079 Northeast Regional 8,687 Long Distance 4,513 Acela 3,428 FV18 Ticket Revenue (million) State Coridor Northeast Regional $656 Long Distance Acela Confidential/Proprietary/Deliberative Process Materials 2 CONFIDENTIAL & PROPRIETARY Fy18 State Corridor Ridership State Corridor FY18 Ticket Revenue Pacific Surfliner 2,946,239 Capitol Corridor 1,706,849 Keystone 1,519,936 Empire South 1,150,498 San Joaquins 1,078,707 Hiawatha 844,396 Cascades 806,121 Lincoln Service 586,166 Downeaster 540,038 Wolverine 483,670 Empire West/Maple Leaf 366,696 Washington-Newport News 322,265 New Haven-Springfield 286,477 Carolinian 256,886 lllini/Saluki 245,876 Pennsylvanian 214,827 Was hi ngto n-Lynch burg/Roanoke 206,25 2 Illinois Zephyr/Carl Sandburg 191,612 Blue Water 185,020 Missouri River Runner Piedmont Washington-Richmond 158,318 Washington-Norfolk 152,611 Adirondack Vermonter Pere Marquette Heartland Flyer Ethan Allen Hoosier State Confidential/Proprietary/Deliberative Process Materials 3 CONFIDENTIAL & PROPRIETARY 3 Gender and Age Ridership by Gender ■ Female ■ Ma le 2010 Census 51% 49% Long Distance Routes 63% 37% State Coridor Routes 57% 43% Northeast Regional 53% 47% Acela 41% 59% 0% 20% 40% 60% 80% 100% Ridership by Age ■ 18-24 ■ 25-34 ■ 35-44 ■ 45-54 ■ 55-64 ■ over 65 2010 Census 13% 18% 19% 17% Long Distance Routes 17% 38% State Coridor Routes 13% 22% 13% 22% Northeast Regional 23% 19% Acela 33% 10% 0% 20% 40% 60% 80% 100% Confidential/Proprietary/Deliberative Process Materials 4 CONFIDENTIAL & PROPRIETARY Trip Purpose and First Time Amtrak Customers Ridership by trip purpose ■ Visit Friends & Family ■ Commute ■ Vacation & Recreation ■ School ■ Business Long Distance Routes 61% 29% 9% State Coridor Routes 43% 11% ' Northeast Regional 35% 9% Acela 16% 10% 73% 0% 20% 40% 60% 80% 100% First Time Customers ■ First Time ■ Returning Long Distance State Coridor Northeast Regional Acela 0% 20% 40% 60% 80% 100% 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% NE W 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% NE W 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% W AS - 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 W ATER 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% W AS - 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%I 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 W ATER 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%•I VERMONTER 88% 2% PERE MARQUETTE 89% 6% 2%•I DOWNEASTER 93% 2% ■3% .....-A-IVITRAK® 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% W AS - 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 W ATER 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 W ATER 50% 8% 6% 25% 10% WOLVERINE 49% 11% 5% 24% 11% W AS - 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.