CCTL Committee Minutes

Transcription

1 CCTL Committee Minutes Date: April 23, 2014 Location: Chair: Attendees: Regrets: GTAA Attendees: Also Present: Pearson Rooms A & B Phil David, Director, Parking and Ground Transportation Balwinder Dhillon, Airport Taxi-Cab Association Sami Khairallah, Member-At-Large Shuki Zahavy, Airport Limousine Owners Association Selim Yehia, AMTV Association Hari Ghumman, GTA Airport Taxi Drivers Association Ranjit Aulakh, United Airport Taxi & Limo Drivers Association Inderjit Singh, Airport Limousine Drivers Association Kuldeep Gollee, GTA Airport Taxi Drivers Association Phil David, General Manager, Parking & Ground Transportation Marina Marchetti, Manager, Ground Transportation Dave Sidhu, Coordinator, Ground Transportation Nasim Akhtar, Clerk, Ground Transportation Emile Dagher, Unifor 252; Tarlochan Saggu, Airline Limousine; Narinder Chela, ATA; Ciro Vitolo, Airline Limousine; Amrik Grewal, Aaroport Limousine Minutes prepared by Tanya McKenzie-Hunter, (416) , tanya.mckenzie-hunter@ gtaa.com. Any errors or omissions in these minutes should be forwarded to the author immediately. Item Details 1.0 PRELIMINARY ITEMS 1.1 Welcome and Roll Call conducted by P. David Review and Approval of April 23, 2014 Agenda Approved by S. Yehia & B. Dhillon Review and Approval of January 22, 2014 Minutes Approved by S. Yehia and S. Zahavy

2 Page 2 of DISCUSSION ITEMS 2.1 Note: Agenda items guided by the aid of a PowerPoint presentation. Scooper Program P. David provided s summary of the strategy and objectives of the program, detail related to the service provider and discussed the tactics that will be used to monitor and measure the effectiveness of the program going forward. 2.2 Customer Service Review P. David provided a summary of the customer service mandate for the Airport. We are starting to see an increase to the scheduling Peak Period Vehicles & call-ins for IRROPs vehicles. This has been attributed to the increase in passenger traffic as well as traffic delays due to primarily due to construction. We have been working with the University of Toronto to assist in creating a predictive model which would assist in determining the amount of vehicles required based on the passenger arrival activity. Many have inquired about the need for Peak and IRROPs. Based on the following chart we have outlined that the average baseline for Limousine vehicles is eight (8) trips per day and Taxicabs average ten (10) trips per day based on this week of analysis. S. Khairallah: Is the analysis sample available for more than one (1) week? P. David R. Atabakhsh: The sample is just provided for one (1) week. However, there is the ability to analyze a larger timeframe. S. Khairallah: Do we know how many independent drivers? R. Atabakhsh: No. We did not look at who did what, just the number of vehicles and the average trips produced. S. Khairallah: Does that include short trips? P. David: Yes. P. David commented that the Pre-arranged service that the main fleet provides takes away from the main service at the terminal curbs. This is a topic that must be discussed at a future date and will also include the topic of implementing a PARD Fee to main fleet.

3 Page 3 of 5 Question: Do we have any more information from UP Express regarding the price point? P. David: No, there has been no information released regarding the price point although the question has been asked of Metrolinx. B. Dhillon also mentioned that the potential extension of the runway at Bill Bishop will further hurt the Taxi and Limo vehicles/drivers at the Airport. P. David mentioned that the extension of the runway is not official and that regardless of that outcome the projected passenger number here at Toronto Pearson will continue to increase and that Terminal 1 was built for the expectant growth. S. Khairallah: Is there a comparison of the trips produced by the Taxi & Limos compared to the passenger numbers? P. David: The numbers show from the low 6-7% of passengers to a high of 15% depending on the time of the year. S. Khairallah: Does that information assist with calling in or scheduling peak? P. David: Yes. The scheduling of Peak Period take into account the information forecasted by the passenger loads of the airlines. S. Khairallah: In one of previous discussions, it was mentioned that a staging/holding area for Peak Period vehicles was on the radar. Has this location been identified? M. Marchetti: Initial discussions have taken place. Carlo Cordi s group is working on identifying a location. CUSTOMER SERVICE - Driver compliance Program P. David outlined the need for a consistent level of service that should be provided by all. We want to establish the McDonald s Effect. In essence, to provide the same and consistent level of service every time by all. This initiative will be part of the discussions during the review of the Conditions of Permit. B. Dhillon mentioned that the customer is not always right when complaints are submitted and that the outcome should not always lead to disciplinary action. P. David acknowledged the comment and noted that approximately 30-50% of the complaints received the passenger misunderstood the rates. We are working with various internal groups to ensure information is available to the passenger at key strategic areas. In addition, the structure of the disciplinary criteria within the Conditions of Permit do not work and will be addressed in the review.

4 Page 4 of 5 S. Zahavy mentioned that there was a discussion last year on changing the colour of the Taxi vehicles but no changes have been made. This situation aids in the confusion to the passenger as the vehicles (colour and model) are the same. Limos should have their specific models and Taxis the same. However, in addition to being the same colour the Taxis are continually introducing the same models as the Limos. P. David confirmed that there were discussions that happened last year and that further discussions are required as the issue is much bigger than just changing the colour of the vehicles. There are many options on the table that require more in depth and through discussions. Some of the options are to remain status quo, provide same service one car service or to change the colour of the vehicles. B. Dhillon noted that there are differences: roof light, side stickers, id within vehicle, plate on back and front. P. David agreed that to the trained user of the services they can differentiate the vehicles. However, to the untrained user, the service is indistinguishable. This topic is a contentious issue and will require further in depth discussions and will be on the radar for a future agenda item. S. Zahavy also indicated that the time to make the decision is now if you wait the MKTs will already be licensed and within the taxi fleet. S. Yehia noted that yes this is an issue that contributes to the confusion of the passenger, but at this time we have more pressing matters to address i.e. the scooper presence at the airport. M. Marchetti also indicated that the number of complaints are not only submitted by users of the service but are also submitted by drivers who have witness aggressive driving on the roadways. P. David mentioned that everyone needs to do their part to relay the importance of the driver s service and role as an ambassador of the airport. The more we can satisfy passengers with the service provided the more you can retain for future business. 2.3 Current RFPs M. Marchetti provided an overall summary regarding the status of RFPs that have commenced and/or have been awarded. Groundside Operations RFP: Awarded to the Commissionaire Great Lakes, effective May 1 st additional shift, Peak Period (Taxicab & Limousine) Vehicles RFP Posted April 3 rd ; Closing May 9 th ; Award May 30; and Commencement July 1 IRROPs RFP All Star was awarded the contract, effective March 17 th.

5 Page 5 of Lines of Communication P. David noted that the day-to-day First point of contact is Nasim. Should there be an issue that requires further discussion to resolve, Nasim will escalate it to the appropriate individual. 2.5 Housekeeping: CCTL Association Updates M. Marchetti thanked the Committee for submitting their documentation. Further information will be relayed to the Committee at a later date which will be implemented for Conditions of Permit Information Sheet M. Marchetti thanked the Committee for the topics to be addressed regarding the Conditions of Permit. Once timing has been established the Committee will be advised to the timeline and meeting schedule to discuss the Conditions of Permit. 3.0 Members Roundtable B. Dhillon questioned why the fee for Driver ID s was not discussed and agreed to at CCTL? The change to the renewal timeline from 2 years to 1. However, no one advised that the fee would be charged every year. M. Marchetti addressed the Committee and apologized for the situation and advised that the fees will be reviewed and addressed accordingly. 4.0 ADJOURNMENT The meeting was adjourned. Next Meeting: Wednesday, July 23, 2014