Discover how a heritage train operator leveraged FareHarbor’s Seat Maps feature to offer customers a more tailored and intuitive booking process, while streamlining internal operations and managing multiple train resources with ease.

Heritage Railroad Operator

Located in a picturesque town in New England, this heritage railroad offers guests scenic train rides through the heart of the White Mountains.

Operating on historic railway routes originally built in the 1900s, the railroad invites guests to experience the region’s nature and rich history. Whether it’s a relaxing heritage ride, a fall foliage tour, or a festive holiday train, the train operator offers memorable journeys that combine breathtaking views, vintage railcars, and a nostalgic sense of adventure for passengers of all ages.

Challenge: Reserving and upselling cabin seats

Before implementing FareHarbor’s Seat Maps, the operator sold tickets by class (coach, first-class, dome) rather than individual seat assignments. Guests could choose their own seats upon boarding, which often led to a first-come, first-served scramble — particularly for coveted window seats. 

This open seating approach created uncertainty for passengers and operational challenges for the staff. With a fleet that includes coach, first-class, and dome cars, the lack of an integrated seat selection system made day-to-day logistics more complex and time-consuming.

Solution: FareHarbor’s Seat Maps

To address these challenges, the team adopted FareHarbor’s Seat Maps feature. Using the tool, the team created custom seat arrangements to match the exact configuration of their train cars. With clearly defined zones for coach, first-class, and the dome, guests enjoyed a clear booking flow that shows exactly where they’d sit, much like the experience of purchasing a ticket for a concert or a flight.

In addition to enhancing the customer experience, Seat Maps also simplified the company’s internal operations. With the feature directly managed on the Dashboard and connected to Resources, each train is now tracked individually, making it easy for the team to manage capacity, switch trains, rebook customers into new seats, or manage private bookings. 

The results: Happier guests and smoother operations

With Seat Maps, the operator transformed its booking process into a visual, user-friendly experience that made seat selection effortless for both guests and staff. Customers could view the real train layout, choose their preferred seats, and enjoy a seamless boarding process. Staff had complete control over seating and capacity management, making it easy to view occupancy and streamline operations.

FareHarbor’s tools helped the team save time and focus on what they do best: delivering unforgettable train journeys through the White Mountains. Ready to elevate your guest experience? Book a demo with FareHarbor today.