Optimism filled the air at the United Motorcoach Association's (UMA) Expo 2012, with many operators looking for a positive year ahead as the nation's economic downturn slowly fades into the distance.

During the "Opening Session: Year of the Motorcoach Professional" a group of operators from around the nation discussed, in a roundtable-type setting, both the trials and tribulations of 2011 as well as the year ahead, touching on several subjects including what new initiatives did and didn't work at their operations.

The prevailing message of the session was that 2011 seemed to be an up and down year, with many operations seeing both decreases and increases in business at different times of the year, based on both abnormal weather conditions and the economy. Many also agreed the escalation of fuel prices and the dip in business was particularly hard on them financially, forcing most to explore new avenues of business and some to run leaner through the cutting of expenses and staff. Despite the roller coaster year behind them, the operators were ready to dive full speed ahead into 2012.

"I'm excited about 2012 for both our business and the industry," said Mike Costa of Yankee Bus Lines in Boston. Costa also urged the industry to explore advertising campaigns promoting motorcoach travel similar to the successful one taken on by CSX, which touted the freight rail industry.

NTSB Chairman Deborah A. Hersman lauded the industry for its safety, but added that there is still room for improvement.

NTSB Chairman Deborah A. Hersman lauded the industry for its safety, but added that there is still room for improvement.

Federal support

Also on hand for the event, held Feb. 8 to 12 at the Long Beach Convention Center in California, were National Transportation Safety Board (NTSB) Chairman Deborah A. Hersman and Federal Motor Carrier Safety Administrator Anne Ferro, who both lauded the industry and offered their support for keeping it a successful and safe mode of travel.

While citing Willie Nelson's song "On the Road Again," Hersman applauded operators for adapting the way they do business to help generate growth and maintain the industry's "great safety record."

"We know how safe the industry is and want to see more people getting back on buses," Hersman said, adding that while motorcoach safety in 2011 was good overall, the spate of tragic accidents that took place over the course of the year has had a way of poorly reflecting the industry in the eyes of the traveling public.

Hersman also discussed how the industry's safety record could be improved from the NTSB's perspective, including eliminating fatigued drivers and fringe operators that operate outside the margins as well as improving occupant safety. While discussing new safety features on today's buses, she stressed that the modern technology is only effective if the operators are well trained before putting the onus on owners to set the tone.

"Safety culture starts at the top," Hersman said. "You can't expect employees to do better than yourself. You have to do what you can do to increase your posture to prevent accidents."

During her speech, Ferro stated that safety is the U.S. Department of Transportation's (U.S. DOT) number one priority and that it is doing all it can to prevent motorcoach accidents and save lives, especially in the wake of well-publicized accidents that made 2011 the worst year for the industry by fatalities.

"It was a real wake-up call for us," said Ferro, before discussing the FMCSA's refined oversight plan, including an unprecedented number of federal, state and local strike forces performing inspections to help find and remove passenger carriers that present potential risks to the public.
Ferro also discussed the state of several safety initiatives and regulations, including system changes to the Compliance Safety Accountability (CSA) program, which will enable operators to challenge accidents that appear on their Safety Measurement System report. The FMCSA is also working on refining the appearance of CSA data and launching a smart phone app that will allow potential customers to view an operation's safety record information.

Ferro also touched on the FMCSA's decision to discuss possibly changing the hours-of-service rule for the motorcoach industry, the revisions being made to the electronic on-board recorders rule and a certification program for medical examiners providing U.S. DOT-required operator physicals. [PAGEBREAK]

During the Young Guns session, participants were engaged to create their ideal motorcoach.

During the Young Guns session, participants were engaged to create their ideal motorcoach.


Tools for success
While the show floor was filled with optimistic operators, many stressed that they were visiting the UMA Expo in hopes of finding new tools they could take back to the office. In that vein, many of the Expo's sessions were filled with engaged operators looking to find ways to better market their services and run more efficiently.

During the "Disney's Approach to Brand Loyalty" presentation at the Leadership Luncheon, Bruce Kimbrell, of the Disney Institute, discussed how the relationship between experiences and a brand generates bottom line results through greater customer and employee loyalty.

In particular, Kimbrell discussed how well-recognized brands, such as Disney, target their marketing programs to specific demographics, with the ultimate goal of tugging at their heartstrings. He also discussed the importance of getting all employees, from top to bottom, on board to participate in building the brand by providing an excellent customer experience.

Meanwhile, Karen Purves of Innovative Impact gave an engaging presentation that focused on time management and creating effective goals that were "smart, measurable, attainable, relevant and time-based," during her marketing session.

Purves discussed the amount of time wasted in the workplace and what that lost time costs a company's owners. She also touched on the various ways people waste time in the office — procrastination, indecision, meetings, etc. — before providing helpful tips to help cease these practices, such as creating a hierarchy-type system for incoming emails as well as how often a person checks their inbox; holding meetings with no chairs in the room to make them quicker; and completing tasks immediately, rather than putting them off.

Purves closed the session by giving the audience 20 essential organizing tips, as well as practices that have helped her illicit answers from cold customers sooner.

A more evolved Young Guns group also held a session at UMA's Expo. The group, who announced its officers including President Ray Land of Fabulous Coach Lines in Branford, Fla., urged those who were "young at heart" to become involved in the group to help advance its profile both in the industry and the UMA. Young Guns plans to continue its growth through annual meetings, regional and national educational sessions, the sharing of better business practices and more.

As part of the session, the group held a brainstorming exercise to find out what attendees' dream coach would look like. Some suggestions that came from the group exercise included new wheelchair lifts, personal climate controls, integrated satellite TV, sleep number seats, interactive games and alternative propulsion systems. [PAGEBREAK]

On the show floor, Setra showcased an exclusive TopClass S 417 touring coach and the ComfortClass S 407, featuring its Electronic Stability Program, which will now be standard on U.S. touring coaches provided by the Ulm, Germany-based brand.

On the show floor, Setra showcased an exclusive TopClass S 417 touring coach and the ComfortClass S 407, featuring its Electronic Stability Program, which will now be standard on U.S. touring coaches provided by the Ulm, Germany-based brand.


Show floor highlights
On the show floor, Setra showcased an exclusive TopClass S 417 touring coach and the ComfortClass S 407, featuring its Electronic Stability Program (ESP), which will now be standard on U.S. touring coaches provided by the Ulm, Germany-based brand.

ESP is an active system that improves handling safety and stability and is based on the electronic ABS advanced anti-lock braking system, which optimizes braking force. ESP enhances safety by boosting handling stability within the laws of physics. It intervenes by reducing engine torque and applying the service brake in specific driving situations, according to Setra.

Both of the new Setra models on display comply with EPA 10 emissions regulations, in respect to nitrogen oxides and soot particles. As part of installing the environmentally friendly Mercedes Benz OM 471 engine, an additional tank has been integrated into the existing tank compartment for the diesel exhaust fluid mixture, which is used for exhaust treatment.
Along with showcasing its 2012 models, Motor Coach Industries (MCI) also honored Ambassatours Gray Line of Halifax, Nova Scotia, presenting the operation's officials with a poster-sized photo of its MCI J4500 used to launch emission-cutting policies in cooperation with "IDLE-FREE Guy" Ron Zima, founder of The Children's Clean Air Network.

Since joining the Children's Clean Air Network two years ago, Ambassatours has experienced substantial fuel savings and reduced its carbon dioxide emissions by an amount equivalent to the weight of six motor coaches, according to Brian Gillis, Ambassatours VP, charters.

The Children's Clean Air Network began as a grassroots campaign in 2006 at Kingswood Elementary School, near Halifax. Zima attended UMA Expo on behalf of MCI and Allison Transmission to encourage more companies to follow Ambassatours' example.

On display at the Prevost booth, was the new 2012 Volvo 9700, featuring a new interior that gives the coach a new look and emphasizes better maintenance, serviceability and fuel economy. The new Volvo 9700 has new seat fabric packages, superior lighting, upgraded passenger service panels, an enhanced entry area, improved overhead parcel racks and advanced modesty panels. The 9700 also uses a more uniform use of color among the interior components, giving the interior a pleasant appearance, according to company officials.

Prevost also introduced its new Liaison 2.0 telematics system, which now utilizes a cellular network to improve signal reliability and provide wider coverage. The system's more efficient data transfer results in more data sent more often, with reporting possible every five minutes and "Fault Alerts" provided in real time, allowing for a more representative status of the vehicle, according to Prevost. Liaison 2.0 also adds new locate features such as "Engine status On/Off"; direction, speed and odometer readings; vehicle coverage inside buildings and faster response times of about four seconds. Other new features include vehicle performance reports that can be scheduled up to three times a day and a smaller antenna, minimizing the likelihood of damage, as well as a more efficient driver/dispatcher messaging system.

Additionally, CH Bus Sales and Temsa had both American and Turkish officials on hand to introduce its new 30-foot vehicle.

The TS30 pairs a Cummins ISB engine to an Allison B300 transmission and features a stainless monocoque chassis, undercarriage luggage capacity, overhead luggage racks, seating for up to 34 passengers and three-point seat belts. Company officials added that they also plan on introducing a new vehicle at the 2013 UMA Expo.

Industry Awards
METRO Magazine's Motorcoach Operator of the Year Award went to John and Larry Benjamin of the Minn.-based Northfield Lines Inc.


The UMA Safety Leader of the Year Award went to Ronald Bast of Riteway Bus Services Inc., in Richfield, Wis., while Coach USA/Megabus, of Paramus, N.J., took home MCI's Green Highway Award.

This year's UMA Vision Award winner, small operator, was Wise Coaches Inc. of Hermitage, Tenn., with Carroll, Iowa-based Windstar Lines Inc. winning in the large operator category.

The first UMA/NTA co-located "Travel Exchange" will be held in Orlando, Fla., Jan. 19 to 23, 2013.

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