Centerlines - April 2008 - (Page 30) PASSENGER FOCUS FIRST IN CANADA In November 2005 the Halifax International Airport Authority became the fi rst airport authority in Canada to make emerit National Certifi cation for taxicab drivers mandatory. “We recognize the significant role that drivers play in providing customer service at Halifax Stanfield International Airport. They are recognized as a vital part of the airport community,” explains Halifax customer relations manager Kelly Martin. “Many of our drivers stock their vehicles with tourism information and maps, so if the need arises in conversations with visitors, they have the material close at hand to give out.” The training costs and emerit certification fees were shared by the partners that worked with Halifax on the driver training project: the Nova Scotia Tourism Human Resource Council, as the project lead, with support from the Nova Scotia Department of Education and Human Resource Development Canada. Drivers who signed on early paid a fee equivalent to 25 percent of the regular certification costs. Those registering for national certification after April 2006 have been paying the full cost of training and certification. Halifax is a member of the Airport Ground Transportation Association and adopted many of its taxicab standards. Its strict criteria in the licensing agreements with taxicab drivers include specific vehicle standards (although not a minimum age for vehicles), yearly vehicle inspections training on how to communicate with people who have special needs and a dress code. a formal evaluation of the program’s success after two years. Since the taxicab business in the Winnipeg is in essence a duopoly — there are only two companies of a size adequate to operate there — the route to better service was not as simple as the airport specifying new standards in its bid request and watching competing bids roll in. “We knew we had an issue with customer feedback and we knew that the service did not meet all expectations,” Rempel explained. In fact, he got a first-hand feel for the issue on one of his visits to Winnipeg when he was a CEO candidate. “The taxi that picked me up was a 1982 Impala with a broken shock.” When the WAA decided to take action, said Rempel, “We told Unicity that this was the feedback we were getting, and asked ‘How do you want to deal with this?’ Unicity was willing to recognize this as a problem.” 356283 URS Corp 1/2h OUR FOUNDATION FOR SUCCESS URS is an industry leader in airport and aviation development services. We are a full-service firm with expertise in planning, environmental assessment, architecture, civil design, airport systems design, and program and construction management. We have successfully delivered major landside and airside programs and projects for many years. Our clients include airports, airport tenants, airlines and the Federal Aviation Administration. URS’ proven, systematic approach to the airport development process is based on more than 65 years of experience with airports worldwide. We bring talent, innovation and value to your project needs. URS is an Equal Opportunity Employer (EOE) and strongly supports diversity in the workplace. M/F/V/D URS Corporation 600 Montgomery Street, 26th Floor San Francisco, CA 94111-2728 415.774.2700 www.urscorp.com 30 CENTERLINES | APRIL 2008 http://www.urscorp.com
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