CSX CEO apologizes for problems, customers demand improvement

CEO Hunter Harrison defended his vision for improved efficiency at CSX, something he calls "precision scheduled railroading," as he appeared before a hearing of the U.S. Surface Transportation Board (STB) in Washington. The STB announced the public hearing in August after customers complained of multiple service issues, including longer transit times, unreliable switching operations, inefficient car routings and poor communications with CSX customer service. Harrison, appointed to the job in March, said his strategy was critical to his turnarounds of two Canadian railroads - Canadian Pacific Railway Ltd and Canadian National Railway Co.