Get Involved
Director of Consumer Affairs
Category: Consumer and Passenger Affairs
Director of Consumer Affairs
Overview
The Director of Consumer Affairs & Passenger Experience will establish and manage a
program to handle passenger complaints against rail operators, positioning Rail
Passengers Association as the national “Voice of the Passenger.”
Key Responsibilities
- Build and lead the Consumer Affairs program.
- Receive, review, and categorize passenger complaints.
- Escalate issues to appropriate personnel at Amtrak, Brightline, or commuter rail
- operators.
- Track trends and prepare reports highlighting systemic issues.
Qualifications
- Experience in consumer affairs, complaints handling, or customer service
- preferred.
- Excellent interpersonal and problem-solving skills.
- Strong organizational ability to track cases.
Time Commitment
~10–15 hours per month.
Volunteer Benefits
- High-profile role representing passenger interests.
- Opportunity to influence improvements in rail service.
- Leadership experience in a nationally visible program.
- Professional references and networking opportunities.
Should be a Rail Passengers member or prepared to join Rail Passengers to participate. To
apply, send a resume, clips/links and a cover letter by email to [email protected].
"The COVID Pandemic has been and continues to be the biggest challenge faced by Americans as it has taken a deadly toll on the world and on the world’s economies. During COVID Locomotive Engineers at Amtrak and other Passenger and Freight Railroads have embodied the definition of essential workers. This dedication by our members is not new. We applaud the Rail Passenger’s Association for recognizing the vital contributions of our members and their hard work moving Americans and freight during the COVID pandemic."
Dennis Pierce, Brotherhood of Locomotive Engineers and Trainmen (BLET) National President
December 21, 2021, on the Association awarding its 2021 Golden Spike Award to the Frontline Amtrak Employees.