SITA and Amtrak today announced an agreement to extend their business partnership to the provision of Quik-Trak self-service ticketing kiosks at 80 train stations across the United States.The initial plan calls for implementation of 177 Quik-Trak kiosks, each
with state-of-the-art features designed to allow easy use by all Amtrak
customers, including those with disabilities. Amtrak plans to add more
kiosks in the coming years according to demand.
The Quik-Trak kiosks will feature a browser-based reservation and ticketing
application that uses SITA INC’s iTravelDirect product. Amtrak also employs
this product on its web site, www.amtrak.com. Having a common IT platform
for both web site and kiosks, will allow Amtrak to provide consistent
customer service while lowering its long-term IT costs.
Since adopting SITA INC’s iTravelDirect product, Amtrak.com’s share of
online ticket sales has increased by nearly 6 percentage points, up from
28.4% to 34.3%. Amtrak.com is now Amtrak’s most successful booking channel
in terms of total passenger sales. At the same time, costly customer
inquiries have dropped by 15%.
Use of SITA INC’s technology has allowed for the addition of new
functionality and capacity to the web site. Enhancements include improved
booking of sleeping accommodations, up-front pricing views, and integration
of Amtrak’s ticket reservation and content management systems.
“We are delighted with the outcome, ” says Kathleen Gordon, Amtrak’s Senior
Director of e-Commerce. “This solution greatly enhances the quality of
service, improves ease-of-use, and increases flexibility for our customers.
It also makes it much easier to manage the system internally. Our new
system allows us to make changes as needed, rather than having to rely on
an external vendor.”
“We partnered with SITA to ensure that our online reservation system is as
simple to use and as customer-friendly as possible - and SITA has more than
met these expectations” says Barbara Richardson, Amtrak’s Senior Vice
President of Sales and Marketing.
“SITA delivered its solution on time and to cost, and we are already seeing
the benefits. By selecting SITA to provide Quik-Trak self-service ticket
kiosks we are confident that they will again meet our expectations. The new
Quik-Trak kiosks will allow Amtrak to provide better and more consistent
customer service to all our customers, including persons with disabilities,
while at the same time lowering Amtrak’s distribution and IT costs,” she
SITA INC also provides online booking engines and self-service ticket
kiosks to airlines and has successfully implemented booking solutions for
rail companies in other countries, including Via Rail Canada and Eurostar
in the UK and France. SITA also created Amtrak’s first online-booking
engine in the mid-nineties.
Richard Stokes, Senior Vice President, Passenger and Travel Solutions, SITA
INC, says: “We are delighted to be working with Amtrak again to provide
software for its Quik-Trak self-service ticket kiosks, building on our
recent success in enhancing Amtrak’s online reservation system.
iTravelDirect offers the ultimate in flexibility, because it can be
configured to suit each customer’s needs. Another advantage is that booking
and content are closely integrated, which gives even greater flexibility
and provides added customer satisfaction.”
“The new Quik-Trak self-service ticket kiosks and enhanced online booking
service will certainly help us meet our corporate goals,” Kathleen Gordon
adds, “and primary among those is to provide the best possible service to