Progressive Railroading

RAIL EMPLOYMENT
Newsletter Sign Up
Stay updated on news, articles and information for the rail industry


All fields are required.





Rail News Home CSX Transportation

8/3/2017



Rail News: CSX Transportation

Harrison apologizes to CSX customers for service issues


E. Hunter Harrison
Photo – Progressive Railroading archives

CSX President and Chief Executive Officer E. Hunter Harrison has emailed customers a letter apologizing for recent service disruptions that have occurred as the Class I goes through its restructuring.

The email was sent in response to recent customer complaints about the quality of CSX service. The complaints prompted the Surface Transportation Board last week to contact Harrison and ask the company to address the situation.

In his letter, Harrison said the service disruptions were the result of resistance to the plan on the part of some employees.

"The pace of change at CSX has been extremely rapid, and while most people at the company have embraced the new plan, unfortunately, a few have pushed back and continue to do so," Harrison wrote.

The company is addressing its internal personnel matters, and CSX teams "have recommitted themselves to reaching out to those affected to work through any service issues and resolve them as quickly as possible," he added.

Harrison also noted that the company's "operational transformation" will ultimately result in better service to the railroad's customers.

"We're not at the finish line yet, but I'm personally writing you today to reaffirm our commitment to working with you individually to ensure you receive the support you require to meet your business needs," Harrison wrote.

The full text of Harrison's email to customers can be read below.

To our valued customer,

Over the past four months, CSX has been undergoing a tremendous amount of change, including an operational transformation that will ultimately result in better service to our customers. We're not at the finish line yet, but I'm personally writing you today to reaffirm our commitment to working with you individually to ensure you receive the support you require to meet your business needs.

I think we can agree that more-reliable service and improved asset utilization is a win-win for your business and ours. It is with these intentions that we have focused our efforts — moving our customers' freight consistently, reliably and cost efficiently.

The pace of change at CSX has been extremely rapid, and while most people at the company have embraced the new plan, unfortunately, a few have pushed back and continue to do so. This resistance to change has resulted in some service disruptions. To those customers that have experienced such issues, we sincerely apologize. As we move forward, we will continue to address these internal personnel matters and our teams have recommitted themselves to reaching out to those affected to work through any service issues and resolve them as quickly as possible.

Throughout our transformation, one thing that has remained constant is our dedication to our customers and the great effort we put forth to deliver the service you expect from CSX. Our operating and sales and marketing teams are collaborating closely to better ensure you are prepared for and work through any planned changes that may occur. I will remain engaged in overseeing our customer service and communications efforts, and appreciate your partnership and willingness to also remain engaged.

We value your business and thank you for the opportunity to be your transportation provider.

Sincerely,

Hunter



Contact Progressive Railroading editorial staff.

More News from 8/3/2017