They also felt that the railroads were not receptive to information the customer can supply that would improve rail operations. To summarize the breakout sessions, customers want to be involved in a partnership with the railroads to help resolve service problems. Predictability of service is the paramount issue for rail customers. The suggestion was made that, rather than having more general meetings like the ones AAR has hosted, it is now time for subgroups to start meeting about specific service problems. Following such meetings, the subgroups could report back to a general session on the progress made in solving the problems.
Cars arrive at the wrong times or the wrong equipment arrives.
When cars do not arrive before a weekend, the customer must reorder cars because car orders are purged at the end of each week. Railroads need to work with customers to get the bills right rather than penalizing customers. There was concern that railroads misplace bills. Railroads should be proactive about notifying customers of problems so customers can make alternative plans. They believe switching operations must be improved if railroads are going to improve their on-time performance.