10 NOVEMBER 2017 • FOGHORN FOGHORNFOCUS: CUSTOMER SERVICE Boat Ride Eclipses Expectations for Solar Phenomenon By Tom Dunn, Gateway Arch Riverboats Editor’s Note: Last spring, the people working for Gateway Arch Riverboats in St. Louis, MO, heard a news report, squinted at the sun, and made a decision. They would operate a special cruise to offer passengers what would turn out to be an out-of-this-world boat ride to experience a total solar eclipse by water. Because this would be a such a memorable experience, truly something that many would never again have the opportunity in their lifetime to recreate, Gateway Arch Riverboats knew they had to make this cruise special and to provide their passengers with an unmatched guest experience. Thomas Dunn, Director of Operations at Gateway Arch Riverboats, describes how the operation was able to put together and market a stellar sold-out cruise with minimal marketing dollars while receiving national press. O n August 21, 2017, millions of Americans w i t n e s s e d a r a r e cosmic event, a total solar eclipse. What greater way to ex- perience this phenomenon than from the decks of a riverboat in the middle of the Mississippi River, on an “eclipse” cruise? GatewayArch Riverboats began planning for this cruise on the Tom Sawyer riverboat as early as March, knowing that it would be a once-in-a-lifetime experience. For the boat to be in perfect location for viewing, the vessel cruised 25 miles south of St. Louis, a two-hour cruise. To ensure that all the passengers had an unobstructed, sunny view, capacity was limited to 160 passengers. Upon boarding,