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-preserved 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. 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 dispel that notion by giving everyone a second 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, education and good food. We put a lot of emphasis 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. 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 outside of their comfort zones. They are working to impress their potential clients 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 the vice president of passenger services for Texas State Railroad and Verde Canyon Railroad.
Top photo: Verde Canyon Railroad passengers get a second seat in an open-air car.
Photos by Verde Canyon Railroad
