What’s Happening to the Airport Express? 2/9/5

Recent changes imposed by the Port of Seattle appear to have a significant impact on our business. At the February Union Meeting, a portion of time was spent discussing the condition of our service.

Several Airport Express operators shared some frequent comments of passengers. These were most frequent.

The signage directing customers to the service is lacking.

Customers cannot use a credit card after seven PM.

Lem Austin reported Shuttle Express is receiving customers across the drive (they were looking for us in the shuttle area) and offering them reduced fares to downtown Seattle. Shuttle Express has been observed loading and unloading passengers on the fifth avenue side of the Westin Hotel. It has been rumored that hotel staff is directing passengers to that service.

We will be looking to the Company in the near future to offer insights regarding improvements in signage, ticket booth hours, and information from the Port regarding any future improvements for passenger accessibility to our service, such as moving trams to facilitate United Airlines passengers traversing the length of the airport. The Airport Express drivers unanimously indicated United Airlines provided the bulk of our passengers prior to the changes. Subsequently, they suspect a dramatic downturn in revenue from that end of the airport. If you have any comments on this issue, weigh in using the feedback form.

BD

Feedback Follows:

2/10/05 I have been operating shift 800, Fri. Sat. & Sun., this bid period and find that nearly everyone is having trouble finding our pick up point. Most guests are being directed to the shuttle van pick up area then back across then if they are lucky someone will give them good directions. I can remember only one person who said she had no problem. This person had never been here before and downloaded the directions before leaving home. Unfortunately, many of the guests having problems are our faithful repeaters.

In the last week I had one Shuttle Express unload behind me at the Hyatt and another at the Sheraton. The driver at the Hyatt said they have been serving the Hyatt since they opened. I did not have a chance to talk to the driver at the Sheraton.