AGTA Presentation Best Practices

SuperShuttle Tampa Best Practices

What Makes SuperShuttle Tampa a Best Practice Model  Company background  Airport partnerships  Reservations  Technology  Ticketing  Consolidation  Continuous improvement

Company Background  Been in service since 1983  19 markets and 25 airports  Fully owned by Veolia(October 2006)  Over passenger vans  Over 200 Sedans(ExecuCar)  Transports over 8 million passenger a year

Airport Partnerships  Ticket booths  Staging area  Loading zones (4)  Air conditioned waiting areas  Sole provider to geographical area

Reservations  Central reservations office(Tampa & Phoenix)  11,000 calls a day  6,000 reservations a day  24/7  Web reservations (3,000 per day)

Technology  SuperShuttle Dispatch System (SDS)  Map routing  Auto dispatching  Multiple fleets  GPS tracking  Manage by exception

Map Routing

Van Dispatching

Manage By Exception

Call Out Feature  Take cell phone numbers  Driver initiates call to guest  Call is acknowledged by system  Auto message delivered  ETA  On location

Where’s My Van  Centralized  Res gets vehicle distance upon inquiry  Computer communication to local office  Elimination of phone traffic

WMV Look Up Screen

Ticketing  Airport has provided booths and waiting areas  Ticketing system has rates locked into system  Selling a ticket initiates reservation  Dispatch then groups/routes reservations  Turn by turn directions for driver

Ticketing/Airport Dispatch

Turn By Turn Directions

Management Tools  Real time information  Use of Nextels  Daily on time performance  Daily airport wait time reports  Monitor passenger traffic

On Time Performance Report

Wait Time Reports

New Improvements  Auto routing (May 2007)  Kiosks (June 2007)  Relocate Phoenix Rez Center (July 2007)  Tampa Rez Center expansion (Sept. 2007)  Consolidated complaint resolution (Aug 2007)