Dear Ms. Nicola Liquori,
Congratulations on your new role as SunRail CEO. We wish you every success!
Some riders were dismayed that you don’t have a passenger-rail background. We appreciate their concern, but we’re not overly worried because strong leadership can be as important as detailed technical knowledge and experience. Gen. Dwight Eisenhower led Allied forces to victory in World War II even though he never personally commanded soldiers on a battlefield.
The areas of focus that you detailed at the September Technical Advisory Committee meeting make sense. However, we were disappointed that customer satisfaction was not listed among your priorities.
SunRail ridership continues to sag because customer satisfaction is not -- and has not been -- a top priority.
Specifically, we call your attention to the train schedule. SunRail is almost completely useless unless you’re going to a traditional Monday through Friday 9 to 5 job.
What about the caregivers at Orlando Health (ORMC) and Florida Hospital? They don’t work a traditional schedule limited to weekdays.
How about the thousands of people who work at Orlando International Airport and in the hospitality and tourism industry? That’s a pool of thousands of prospective riders who want to use SunRail, but they can’t because of the train’s awful schedule.
We’ve been waiting two years for a real leader. We hope that’s you.
Please pay attention to what current riders -- and would-be riders -- are saying (especially the hospital caregivers). Don’t be misled by SunRail’s high-priced consultants. If they knew what they were talking about SunRail’s problems would have been solved long ago.
No service on weekends and holidays; no late-night service, 2 ½-hour service gaps during off-peak hours just don’t cut it. Those deficiencies are huge customer dis-satisfiers. You don’t need a Madison Avenue marketing guru to figure that out.
The schedule needs to be fixed now, not in five years. Waiting any longer will guarantee SunRail’s failure.
Fix SunRail’s schedule, extend service to DeLand, and your success will be guaranteed.