Thank you for the question.
We have a protocol for situations where we have to stop a train. We have to communicate with passengers every 15 minutes. A train can be stopped for several hours. In this case, we are talking about more than 13 hours. Clearly, the situation wasn't changing every 15 minutes. Still, it was important to maintain contact with customers throughout that period. In some cases, that wasn't done. I think this lack of communication resulted in increased stress for passengers, who in some cases were faced with the unknown, overnight, during a snowstorm.
That said, it's important to keep in mind that the passengers on our immobilized trains were completely safe as long as they remained inside. In cases where trains are unable to travel, we keep passengers on board to ensure their safety.