Higher than ever passenger numbers and under-resourced teams throughout the travel chain inevitably mean that airport transfers are likely to experience a spike in complaints and incidents. However, optimal technology and operational processes are key to solving this problem, not necessarily more manpower. Servantrip issues a list of seven key challenges that trade buyers – including travel agents and tour operators – need to look out for when booking airport transfers for their clients.
Last year the four major European airports — Heathrow (London), Charles de Gaulle (Paris), Schiphol (Amsterdam), and Madrid Barajas (Spain) — handled approximately 268 million passengers and this year is predicted to be yet another record breaker.
For travel agents and tour operators – or indeed other trade sellers – offering transfers this could represent a real operations headache during what will already be one of the busiest summers possibly ever.
To help resolve the various complexities associated with providing private transportation services, Servantrip has identified seven key issues that B2B buyers should be aware of when making bookings. More specifically:
- Flight delays: real-time flight tracking is essential to ensure timely adjustments in chauffeur schedules. By providing the flight number, the travel operator can ensure a successful service delivery in over 90% of cases.
- Meeting points: clear communication with passengers about designated meeting points within the airport is essential. Airports can be confusing, so a “meet and greet service” holds significant importance.
- Custom queues: airports often experience high traffic volumes, particularly during the summer season and peak hours. The long queues at customs that travelers encounter upon landing in some airports can be a nightmare. Therefore, managing ‘buffer times’ is important to ensure that despite delays at customs, the driver will be waiting.
- Car luggage storage: ensuring that the vehicle has sufficient space to accommodate all passenger luggage comfortably is crucial. In summer, passengers often carry more luggage, and trunk capacity can be limited. Buyers should provide details on the total number of luggage items, and if necessary, book a larger car to avoid problems at the destination.
- Traveler contact details: during the summer season, the arrival halls of major airports are full of people. To ensure a quick meeting with the driver, it’s important to provide the traveler’s mobile number, allowing the traveler and driver to stay in contact. If the traveler doesn’t want to use roaming, the airport WiFi is often available for free.
- Child seats: For families traveling with kids, this presents a significant concern. Travelers must consider that each country has its own regulations regarding child safety seats, and the age at which their use is mandatory varies accordingly. Additionally, many drivers may not provide child seats due to the space they occupy in the trunk. Therefore, it’s essential for buyers to reserve this service through the booking platform and understand the limitations regarding available car categories.
- Scalability and demand management: Efficiently allocating chauffeurs and vehicles to meet fluctuating demand levels throughout the day and year, particularly during peak seasons like summer, demands scalable resources. This underscores the importance of booking with top-tier suppliers equipped with extensive fleets, ensuring consistent service delivery even amidst high travel volumes.
“When it comes to handling peak transfer periods – as we’ll inevitably see this summer – not only is a large fleet needed to support the demand, but also better operations technology and processes that anticipate well-known challenges to keep problems to a minimum”. commented Manuel Núñez, CEO of Servantrip.
