AFTERWORDS
Railroads tie scenery, nostalgia together
Verde Canyon Railroad passengers
get a second seat in an open-air car.
They are sometimes hesitant to take a
train trip because they think they are
trading one “bus-seating” arrangement
for another. On our trains we try to dis-
pel that notion by giving everyone a sec-
ond seat—in an open-air car—so they
can move around and not stay seated
for the entire journey.
Members of a group expect to check
off several experiences by the end of their
train trip: history, scenery, service, educa-
tion and good food. We put a lot of empha-
sis on service, and from an operator’s first
phone call until their guests get off our
train, someone is attending to the group.
I tend to brag about our service. The
level of personal attention, along with the
quality of food and the condition of our
train, has only changed to become better.
A HUNDRED YEARS
ago, rail travel
provided personal
service that allowed
passengers to relax
and enjoy the ride.
Today, people asso-
ciate train travel
with nostalgia or
romance, and a lot of tourist railroads
want to deliver on that. Railroading is an
experience that can hit the right emo-
tional button for anyone, regardless of age.
My railroad roots go back to Grand
Canyon Railway. I started as their national
marketing director back in 1994, and I fell
in love with the idea of showing people
diverse terrains, scenery and history—all
without leaving a footprint behind.
When I met the owners of Verde
Canyon Railroad in 2000, I knew I
wanted to sell the experience they offer.
I love this train and have a confidence
in what we offer every day. Often, when
I meet with NTA tour operators, they
ask me if I own the company. I don’t,
but I feel like the railroad belongs to me.
We took over Texas State Railroad in
May of 2017. Introducing this well-pre-
served piece of history to NTA operators
was a thrill at Travel Exchange in San
Antonio, and I was excited to help them
tie our trip into their Texas itineraries.
We see a lot of families and couples,
but group business is a little different.
BY TERESA PROPECK
Verde Canyon Railroad hosted group leaders on a Fam tour organized by NTA-member
Premier World Discovery.
56
March 2018
We have never—not even in the down
years—taken away a single amenity, nor
have we reduced the staff-to-passenger
ratio we feel is necessary to give the
groups the best experience possible.
Now that consumers can research
and compare excursions and prices
online, they aren’t just leaving it up to
the tour provider to make the trip as
fulfilling as possible. They are making
requests—demands, sometimes—on
what they want from a tour.
I was impressed at Travel Exchange
with the appointments I had because
the operators were really thinking out-
side of their comfort zones. They are
working to impress their potential cli-
ents with something those consumers
might not have found on their own.
Travelers’ expectations are high—as
are tour operators’—but railroads deliver.
I see the wonder in the eyes of a
5-year-old. I hear the memories from
a 70-year-old who grew up in Chicago.
And I can almost feel the peace wash
over every mom, standing on the open-
air car with a glass of wine or iced tea
in hand, knowing that she has four
hours when everything is being done for
her family.
She is able to relax … and enjoy the
ride.
Teresa Propeck is vice president of pas-
senger services for Texas State Railroad
and Verde Canyon Railroad. Email her
at [email protected].