Amtrak’s Roger Harris on Connectivity and Competition – Adweek
With a C-suite full of airline executives, America’s chronically underfunded and much-maligned national passenger rail network, Amtrak, is expected to break even within a year, a first in the company’s 50-year history, if it happens.
Adweek spoke with Amtrak’s CMO and CCO Roger Harris, a former Aeromexico SVP, about how to sell train service in the 21st century, competition in the transportation industry, and yes, the changes they made to the dining car.
This interview has been edited for clarity.
Adweek: On social media, there was a bit of a backlash to the news that Amtrak would be killing the dining car. Did that surprise you?
Roger Harris: Well, we didn’t remove the dining car, we just kind of changed the way we use it. The car hasn’t gone away; it won’t go away. We’re no longer going to prepare food in bulk on the train. We’re going to prepare it and board prepared. It’s a nuance but it’s not like the car is going away.
We certainly expected it; there are a lot of people who are fond of history and nostalgia. For them, this is really important. It’s part of the experience of taking a long-distance train. We definitely understand that.
The problem is … if you don’t evolve to meet the needs of your customers, you’re going to become obsolete one day. So for us, with the evolution of the foodservice model, it’s more efficient to do it the way we’re proposing. We give our customers more choice in terms of the time of day to eat. We let people choose how to eat at the moment.
When you go into the dining car, you get assigned where to sit. You may have to sit next to strangers who you don’t want to talk to. And you eat when the chef is preparing the food. Now, you’ll get to sit in the same booth but choose who to sit with for a much longer mealtime.
I think some of the criticism was a little misplaced because it wasn’t a wholesale change.
This is truly tragic and anyone who has never enjoyed that memorable and breathtaking tradition will never know what they have missed. America will lose something grand. For prepackaged meals on plastic trays.
— Stephen Klebs (@StephenKlebs) September 21, 2019
The dining car was one of the great, memorable things about traveling long-distance on @Amtrak. This move to get rid of it makes zero sense. I always thought they should double down on the idea, and maybe add a bar car or something — not go the other direction.
— Oliver Darcy (@oliverdarcy) September 23, 2019
From a marketing perspective, what’s unique about selling Amtrak?
There’s a lot of awareness of our product in the Northeast so it’s not hard to communicate about Amtrak [there]. Where we have much more of a problem is on the national level where our train goes through really thinly populated areas once a day. It’s one of the challenges of having a national network is that you’re just not as relevant to different points.
When we do market research, it’s surprising the number of people who think they have Amtrak service in their town when they don’t. And vice versa. The Amtrak brand has awareness but people don’t have an awareness of the frequency and time of the product we offer in markets. … It’s a tough challenge. We need to find ways to do it efficiently.
Can you market Amtrak the same way you would an airline?
We do a really good job of competing with the airlines in the Washington to New York market. We get about 75% of the combined rail and air market. We compete effectively with airlines.
But if you look in Arkansas or North Dakota where our train goes through once a day, our longer distance trains don’t really compete with air. That’s a different kind of market we’re catering to. Whether it’s local traffic between small towns that aren’t served by airlines or a long-distance passenger who bought a sleeping car because they don’t want to fly for some reason.
There are more than 10 different bus companies operating between Washington, D.C. and New York City for rates that are generally cheaper than both Amtrak and airlines. How does Amtrak compete for millennial and Gen Z travelers when rates are that low?
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