Centerlines - April 2008 - (Page 28) PASSENGER FOCUS RAISING TAXICAB SERVICE STANDARDS More training and newer vehicles equal happier passengers BY C A R ROL L MCCOR M IC K R esponding to the need for improved taxicab services, the Winnipeg Airports Authority has negotiated an exclusive contract with Unicity Taxi Ltd. to train drivers to National Occupational Standards and gradually replace older taxicabs with newer vehicles. The contract came into force on Jan. 1, and Unicity will be fully compliant with its terms by December 2010. The emphasis on enhancing passenger service at the Winnipeg James Armstrong Richardson International Airport has heightened as work on the new 51,000-square-meter terminal, parking facility and air- and groundside projects proceeds, explained CEO Barry Rempel. “There has been an evolution in the way we think about customer service. As we talk about providing people with experiences they value, we focus on each customer interaction, understand what’s important to them and deal with problems in the process. It is sound business practice to identify top concerns and pick them off.” One of those improvement opportunities – around-the-clock availability of taxicabs – arose in discussing the new contract with Unicity. “We got a clear message [from passengers] that availability was a problem; for example, 28 CENTERLINES | APRIL 2008
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