The problems with Airport Transfers and Executive Travel
If you’ve ever had any problems with airport transfers in United Kingdom, including ‘executive travel’ providers, this article should be essential reading.
Customers spend thousands on flights and holidays each year, yet scrimp on arguably the most important bit - getting you to and from the airport. We all know the adage ‘you only get what you pay for’, but why settle for sub-RyanAir service levels when you deserve much, more more?
What exactly is ‘Executive Travel’?
A. It means nothing. It’s just a term used by taxi, private hire and airport transfer companies to suggest a higher level of service.
In reality, it doesn’t mean ‘executives’ travel with them, it just gets customers to think they do. If anything, it’s an excellent case of ‘brand hijacking’, as most chauffeur companies offering corporate and business travel for directors operate completely different on every level to ‘executive travel’ companies.
Due to increasing accessibility to ‘no frills’ airlines, and a wider variety of regional airports, in addition to flexible working calendars, there is a greater demand for airport transfers. Consequently, there has been an accordant increase in airport transfer providers. Generally, this falls into 3 brackets:-
1) Existing taxi or private hire operators
2) ‘Executive travel’ or airport transfer companies, apparently ‘airport specialists’
3) Chauffeur services
There is one fundamental difference between (3) and (1) or (2), and that is their basic operational and business model, as chauffeur companies work on individual, dedicated journeys whilst the first two work on volume alone.
Often, an airport transfer or ‘executive travel’ company will have specific vehicles - usually 6 or 8 seater minibuses (to allow more people/more baggage). They may also have greater working knowledge or experience of airports, flights, destinations etc., but their business model will still revolve around volume alone.
Common faults with ‘Airport Transfers’ and ‘Executive Travel’
Here are some real-life examples gathered from our clients, customers and staff. We will use ‘AT/ET’ for brevity to mean ‘Airport Transfers’ or ‘Executive Travel’…
1) AT/ET will NOT give you an individual service; they rely on your journey ‘fitting in’ with others they may have to do. Their schedule will often be maximised to capacity (if not exceeded) and so often their jobs will be ‘passed on’ for other companies to cover IF your flight plans are changed.
2) AT/ET will sometimes ‘cut corners’, in some cases breaking either their operators licence or the law. An ET/AT will often try and improve profitability by sharing your journey with other passengers - hence why most AT/ET firms use minibuses - whilst charging all passengers FULL PRICE. This is contrary to both law and local licencing conditions, IF they intend for you to share, they MUST inform you at time of booking AND they must reduce the price accordingly.
3) AT/ET often do not have clarity of pricing, often relying on ‘what they can get’, if they are busy or not, and what their competitors are charging.
4) AT/ET will often change the vehicle intended for your job, if an earlier job has been delayed, which has implications if the original vehicle was bringing a child seat needed for your family. Another example would be if the 8 seater minibus was delayed, they may expect your party of 7 people to travel separately, at different times, to suit their resources - without offering a price reduction for inconvenience.
5) AT/ET are not focussed on customer satisfaction, as by definition your journey is only one of many, and you’d probably only use them once. Their focus is maximisation of revenue, based on ‘running jobs on’, fitting passengers in, and by offering a ‘one size fits all’ approach rather than an individual one. It could be said that they tend to focus on getting back early for the next job, rather than concentrating on doing the current one to the best of their ability.
6) AT/ET generally rely on rudimentary planning, communication and organisational methods. Most journeys are booked verbally, with basic record-keeping, and very little in the way of processes. Subsequently, it’s not surprising dates/times are misread, forgotten, addresses wrong etc.
7) AT/ET drivers are generally paid on fixed rates per job, therefore there is an incentive for them to work long hours to receive a better wage. It’s not unknown for some AT/ET companies to expect their drivers to do over 10 jobs per shift, which even for short transfers equates to almost 15 hour shifts. Given that timings are often random and erratic, including night times, it’s unlikely working times/rest/sleep is of a sufficient level. Check the glove compartment or dashboard - if there’s 6 empty cans of Red Bull of boxes of Pro Plus, keep aware!
8) AT/ET companies rely on their vehicles running constantly on a ‘shift’ basis, which not only racks the miles up, but gives little time for maintenance, servicing etc. Based on a ‘standard’ airport outbound/inbound transfer being 100 miles, on a servicing schedule of 10,000 miles, with 5 jobs a day, most vehicles should be getting serviced every 20 days - are they?
9) As AT/ET vehicles are effectively constantly running, they’re often not routinely valeted or cleaned - perhaps only rudimentarily at the end of a shift, such as any rubbish removed.
10) Arguably the most important part of an airport transfer is the return, as it’s the last part of the journey and everyone wants to get home to their own bed, or that much-desired cup of tea. Sadly, most AT/ET consider these the ‘dog jobs’ as their best drivers usually do the ‘departure’ to collect the cash, leaving the junior, inexperienced, least-favoured or unmotivated drivers to collect the passengers.
11) Communication - once your booking has been made, that’s probably the last time you will deal with the manager/operator/coordinator. At best, the driver that’s picking you up MAY have your contact details, but probably won’t be motivated to communicate with you - unless there’s an emergency. IF you need to ring the ET/AT company, they may not ‘man’ the phones out of hours, or have access to your booking, or be in a position to deal with your query.
12) Punctuality and reliability are often abstract concepts for AT/ET, as they are often just effectively ‘shuttle runs’ that will ‘get there when they get there’. IF the previous trip is delayed for any reason, there’s a high chance yours will be too.
13) AT/ET often allow 30-45 mins from flight landing for baggage collection, and only then move into position for ‘rendezvous’ with passengers. IF you’ve no hold baggage, or flight lands early, you may be waiting around if you’re out before this time. Conversely, AT/ET
14) Whoever is picking you up should proactively check the flight status, ideally using SMS or mobile internet, so that they will have updated information and be at airport on time whatever the flight situation. Some AT/ET don’t even check at all, and have the view they will only be at the airport for scheduled time, and often leave if you’re not out within a set time - then expect you to pay twice for them to return.
15) As most airports charge for car parking costs, some AT/ET companies look to pass this cost on - either at time of payment, or by the driver asking you to pay the machine on leaving the terminal. Alternatively, some AT/ET look to avoid parking costs by expecting you to walk or meet them in unofficial places, such as petrol stations, roadside etc. In addition to being illegal and unsafe, this is also totally unreliable as most airports are now aware of this and move them on - which could further add to your inconvenience and delay.
Three golden rules
1) Understand exactly what you’re paying for, and what exactly you will be getting in return - be wary of ‘extras’.
2) Ask what guarantees the provider offers, and what measurables they are judged by.
3) Check their website, brochures and sales literature. Ask for testimonials, check for ‘word of mouth’, enquire if they are registered with any trade, regulatory or statutory bodies (FSB, Chambers of Commerce, local Councils).
Airport Transfers - suggested tips for peace of mind
- Written confirmation of booking by Email.
- Any special needs or requests are confirmed - e.g. Childseats, larger vehicle for additional baggage etc.
- Online calendar link, to reassure you of your booking.
- Dedicated contact - 24 hours, 7 days a week - for the manager/operator AND driver.
- Reminder call/contact prior to pickup.
- Confirm process for collection, inc. :-
- a) Will driver meet in terminal?
- b) How will they contact you?
- c) What happens if flight is delayed, or early?
- d) Will they be there for flight landing, or will they allow an indeterminate time?
- e) Maximum time they will wait to collect you - in case of contingencies such as baggage problems, customs, passport control.
- Clarify price includes all disbursements, such as parking costs, pickups etc.
- Ascertain process for complaints, refunds etc.
Templar Modern Chauffeurs | Bespoke prestige travel for discerning businesses and individuals | Manchester | Ribble Valley | Lancashire | Blackburn | Pennine Lancashire | Burnley | Preston
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