Intermodal Service Scorecard : Spring 2024 September | 13
What We Heard — CSX
Positive-Neutral Negative
“ CSX continues to provide solid , reliable service .”
“ Fairburn [ Atlanta ] has finally come around to being usable and major improvements . The biggest knock about CSX is their customer service lack of being able to contact someone on the phone .”
“ The Fairburn , Ga ., operation is much better at making boxes available for pickup .”
“ CSX has been performing exceptionally well since February . In addition , the recent operational changes in Fairburn have significantly improved driver turn times . Fairburn ’ s turn times are now in line with other ramps .”
“ Not creative , not flexible . CEO Joe [ Hinrichs ’] customerapproached needs to flow down into the intermodal team .”
“ Bedford Park meltdown earlier in the year wreaked havoc on the transcontinental freight . Representatives and terminal managers were of little assistance .”
“ Doesn ’ t seem like making a business case for specific rate levels has any effect on what they give you . They have a range they must stay in , and you ’ ll get to the bottom of that range , but you must keep pushing them on it .”
“ Some ramps have been a challenge to get on chassis for delivery .”
“ CSX is our biggest railroad partner , and they do a good job of securing us boxes and service .”
“ Very easy to work with . They care about their customers . Our sales manager is always available and quick to respond . Reliable .”
“ CSX has had consistent service from last year into 2024 . Equipment availability issues are limited . Some minor delays in cross-town freight through Chicago but nothing substantial .”
“ Solid overall .”
“ CSX service is about the same as six months ago : consistently very good .”
“ Container availability is never an issue .”
“ In the markets we operate in , CSX also seems to be performing without issue . I do expect , as rail traffic increases in the future , they will struggle just like UP and BNSF .”
“ Improving under CEO Joe [ Hinrichs ]. Empowering teams makes a difference .”
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