City Council Ground Transportation Update

March 24, 2015

Overhead DiagramGround Transportation System

Curbside Operation

GT Staging

Overhead Diagram Ground Transportation Logistics

GT Overflow

Overhead Diagram Ground Transportation Logistics

Staging AreasLocated south of the terminals (2 minute call up)

SignsPosted at the Starter Booths

Card SampleAvailable at the Information Desks and the Starter Booths

Information DesksStaffed by Airport Operations in both terminals

Staff provides airport information and translation services including Language Line

Ground Transportation StartersCoordinating Passengers and Ground Transportation

Customer Service Initiatives

Standard Parking now provides ground transportation starters (formally provided by taxi company)

Meet and greet customers with a smileAssist passengers with luggage and opening doorsLanguage Line available if needed (250 languages)Advising passengers of the TRAX optionBeing trained to assist customers with special

needs

Preliminary Statistics

Ordinances implemented February 17 – 30 days into the change

Averaging 640 trips a day19,200 trips as of today3 complaints (fare too high).015 percent trip to complaint ratioCustomer input reviewed daily by Airport

staff and Mayor’s office

Observations by Airport Operations

First big conference –Adobe Systems (March 9) with +7000 customers. One afternoon rush resulted in a shortage of providers (typical for a large convention).

Drivers like the starter system; no queue jumping.Seeing newer vehicles like Tahoes and Suburbans in

the queueA few Uber providers have registered.Customer can request a different provider Drivers realize that it’s “three and out” and return

to the end of the queue.Have not seen “surge” pricing abused at the Airport

Comments?