NS to STB: ‘Service Levels Do Not Meet Our Customers’ or Our Expectations’

“Recovering our service is our highest priority, and we assure you we are taking action to achieve this as quickly as possible,” Norfolk Southern President Alan H. Shaw wrote in a Dec. 10 letter to Surface Transportation Board Chairman Martin Oberman, who asked the Class I railroad to address the deterioration of “key operating metrics” and the increasing number of customer complaints to STB about its “poor performance.”