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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2015. Commercial Ground Transportation at Airports: Best Practices. Washington, DC: The National Academies Press. doi: 10.17226/21905.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2015. Commercial Ground Transportation at Airports: Best Practices. Washington, DC: The National Academies Press. doi: 10.17226/21905.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2015. Commercial Ground Transportation at Airports: Best Practices. Washington, DC: The National Academies Press. doi: 10.17226/21905.
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A I R P O R T C O O P E R A T I V E R E S E A R C H P R O G R A M ACRP REPORT 146 TRANSPORTAT ION RESEARCH BOARD WASHINGTON, D.C. 2015 www.TRB.org Research sponsored by the Federal Aviation Administration Subscriber Categories Aviation • Passenger Transportation • Terminals and Facilities Commercial Ground Transportation at Airports Best Practices LeighFisher Inc. Burlingame, California i n a s s o c i a t i o n w i t h Tennessee Transportation and Logistics Foundation St. Louis, Missouri GateKeeper Systems Eagan, Minnesota Merriwether & Williams Insurance Services San Francisco, California

AIRPORT COOPERATIVE RESEARCH PROGRAM Airports are vital national resources. They serve a key role in trans- portation of people and goods and in regional, national, and interna- tional commerce. They are where the nation’s aviation system connects with other modes of transportation and where federal responsibility for managing and regulating air traffic operations intersects with the role of state and local governments that own and operate most airports. Research is necessary to solve common operating problems, to adapt appropriate new technologies from other industries, and to introduce innovations into the airport industry. The Airport Cooperative Research Program (ACRP) serves as one of the principal means by which the airport industry can develop innovative near-term solutions to meet demands placed on it. The need for ACRP was identified in TRB Special Report 272: Airport Research Needs: Cooperative Solutions in 2003, based on a study spon- sored by the Federal Aviation Administration (FAA). ACRP carries out applied research on problems that are shared by airport operating agen- cies and not being adequately addressed by existing federal research programs. ACRP is modeled after the successful National Cooperative Highway Research Program (NCHRP) and Transit Cooperative Research Program (TCRP). ACRP undertakes research and other technical activi- ties in various airport subject areas, including design, construction, legal, maintenance, operations, safety, policy, planning, human resources, and administration. ACRP provides a forum where airport operators can cooperatively address common operational problems. ACRP was authorized in December 2003 as part of the Vision 100— Century of Aviation Reauthorization Act. The primary participants in the ACRP are (1) an independent governing board, the ACRP Oversight Committee (AOC), appointed by the Secretary of the U.S. Department of Transportation with representation from airport operating agencies, other stakeholders, and relevant industry organizations such as the Airports Council International-North America (ACI-NA), the American Associa- tion of Airport Executives (AAAE), the National Association of State Aviation Officials (NASAO), Airlines for America (A4A), and the Airport Consultants Council (ACC) as vital links to the airport community; (2) TRB as program manager and secretariat for the governing board; and (3) the FAA as program sponsor. In October 2005, the FAA executed a contract with the National Academy of Sciences formally initiating the program. ACRP benefits from the cooperation and participation of airport professionals, air carriers, shippers, state and local government officials, equipment and service suppliers, other airport users, and research organi- zations. Each of these participants has different interests and responsibili- ties, and each is an integral part of this cooperative research effort. Research problem statements for ACRP are solicited periodically but may be submitted to TRB by anyone at any time. It is the responsibility of the AOC to formulate the research program by identifying the highest priority projects and defining funding levels and expected products. Once selected, each ACRP project is assigned to an expert panel appointed by TRB. Panels include experienced practitioners and research specialists; heavy emphasis is placed on including airport professionals, the intended users of the research products. The panels prepare project statements (requests for proposals), select contractors, and provide technical guidance and counsel throughout the life of the project. The process for developing research problem statements and selecting research agencies has been used by TRB in managing coop- erative research programs since 1962. As in other TRB activities, ACRP project panels serve voluntarily without compensation. Primary emphasis is placed on disseminating ACRP results to the intended users of the research: airport operating agencies, service pro- viders, and academic institutions. ACRP produces a series of research reports for use by airport operators, local agencies, the FAA, and other interested parties; industry associations may arrange for workshops, training aids, field visits, webinars, and other activities to ensure that results are implemented by airport industry practitioners. ACRP REPORT 146 Project 10-16 ISSN 1935-9802 ISBN 978-0-309-37483-5 Library of Congress Control Number 2015951629 © 2015 National Academy of Sciences. All rights reserved. COPYRIGHT INFORMATION Authors herein are responsible for the authenticity of their materials and for obtaining written permissions from publishers or persons who own the copyright to any previously published or copyrighted material used herein. Cooperative Research Programs (CRP) grants permission to reproduce material in this publication for classroom and not-for-profit purposes. Permission is given with the understanding that none of the material will be used to imply TRB, AASHTO, FAA, FHWA, FMCSA, FRA, FTA, Office of the Assistant Secretary for Research and Technology, PHMSA, or TDC endorsement of a particular product, method, or practice. It is expected that those reproducing the material in this document for educational and not-for-profit uses will give appropriate acknowledgment of the source of any reprinted or reproduced material. For other uses of the material, request permission from CRP. NOTICE The report was reviewed by the technical panel and accepted for publication according to procedures established and overseen by the Transportation Research Board and approved by the National Academies of Sciences, Engineering, and Medicine. The opinions and conclusions expressed or implied in this report are those of the researchers who performed the research and are not necessarily those of the Transportation Research Board; the National Academies of Sciences, Engineering, and Medicine; or the program sponsors. The Transportation Research Board; the National Academies of Sciences, Engineering, and Medicine; and the sponsors of the Airport Cooperative Research Program do not endorse products or manufacturers. Trade or manufacturers’ names appear herein solely because they are considered essential to the object of the report. Published reports of the AIRPORT COOPERATIVE RESEARCH PROGRAM are available from Transportation Research Board Business Office 500 Fifth Street, NW Washington, DC 20001 and can be ordered through the Internet by going to http://www.national-academies.org and then searching for TRB Printed in the United States of America

The National Academy of Sciences was established in 1863 by an Act of Congress, signed by President Lincoln, as a private, non- governmental institution to advise the nation on issues related to science and technology. Members are elected by their peers for outstanding contributions to research. Dr. Ralph J. Cicerone is president. The National Academy of Engineering was established in 1964 under the charter of the National Academy of Sciences to bring the practices of engineering to advising the nation. Members are elected by their peers for extraordinary contributions to engineering. Dr. C. D. Mote, Jr., is president. The National Academy of Medicine (formerly the Institute of Medicine) was established in 1970 under the charter of the National Academy of Sciences to advise the nation on medical and health issues. Members are elected by their peers for distinguished contributions to medicine and health. Dr. Victor J. Dzau is president. The three Academies work together as the National Academies of Sciences, Engineering, and Medicine to provide independent, objective analysis and advice to the nation and conduct other activities to solve complex problems and inform public policy decisions. The Academies also encourage education and research, recognize outstanding contributions to knowledge, and increase public understanding in matters of science, engineering, and medicine. Learn more about the National Academies of Sciences, Engineering, and Medicine at www.national-academies.org. The Transportation Research Board is one of seven major programs of the National Academies of Sciences, Engineering, and Medicine. The mission of the Transportation Research Board is to increase the benefits that transportation contributes to society by providing leadership in transportation innovation and progress through research and information exchange, conducted within a setting that is objective, interdisciplinary, and multimodal. The Board’s varied activities annually engage about 7,000 engineers, scientists, and other transportation researchers and practitioners from the public and private sectors and academia, all of whom contribute their expertise in the public interest. The program is supported by state transportation departments, federal agencies including the component administrations of the U.S. Department of Transportation, and other organizations and individuals interested in the development of transportation. Learn more about the Transportation Research Board at www.TRB.org.

C O O P E R A T I V E R E S E A R C H P R O G R A M S AUTHOR ACKNOWLEDGMENTS The research discussed in this report was performed under ACRP Project 10-16, “Commercial Ground Transportation at Airports: Best Practices,” by a research team of recognized experts in airport commercial ground transportation services and management. LeighFisher was the primary research consultant. Peter Mandle, Director at LeighFisher, was the Principal Investigator and Stephanie Box, Senior Consultant at LeighFisher, was the Deputy Principal Investigator. The other authors were Dr. Ray Mundy, Director of the Tennessee Transportation and Logistics Foundation; Lynn D. Richardson, President of GateKeeper Systems, Inc.; and Bernida Reagan, Director with Merriwether & Williams Insurance Services, Inc. Gavin Duncan and Gary Davies, Associate Directors at LeighFisher, reviewed and critiqued early drafts of the guidebook. Serena Quan coordinated the internal production and word processing. The research team would like to express its gratitude to the members of the project panel for their support and insightful comments throughout this research project. The research team would also like to thank the many airport staff who took the time to share their insights, experience, and opinions with the research team and to respond to follow-up queries. CRP STAFF FOR ACRP REPORT 146 Christopher W. Jenks, Director, Cooperative Research Programs Michael R. Salamone, ACRP Manager Theresia H. Schatz, Senior Program Officer Terri Baker, Senior Program Assistant Eileen P. Delaney, Director of Publications Maria Sabin Crawford, Editor ACRP PROJECT 10-16 PANEL Field of Operations Angela Shafer-Payne, San Diego County Regional Airport Authority, San Diego, CA (Chair) Fred Baer, Fred Baer Consulting, Brooklyn, NY Larry Bowers, Salt Lake City Department of Airports, Salt Lake City, UT Donald Eames, The Airport Shuttle, Columbia, MD Brian D. McKeehan, Gresham Smith and Partners, Tampa, FL Rebecca Ross, Fort Wayne-Allen County (IN) Airport Authority, Fort Wayne, IN Paul Lo, FAA Liaison Christopher J. Oswald, Airports Council International - North America Liaison Jennifer L. Weeks, TRB Liaison

F O R E W O R D ACRP Report 146: Commercial Ground Transportation at Airports: Best Practices is a guide- book that describes best management practices (best practices) that can be used by airport operators and other stakeholders to ensure the provision of safe, comfortable, easy-to-use, and efficient commercial ground transportation service at a variety of types and sizes of airports. Commercial ground transportation services include taxicabs, limousines, shared- ride services, transportation network companies, courtesy vehicles, buses, and vans. The guidebook reviews the ground transportation industry, potential solutions (best practices) to challenges airport operators frequently face, how to select a solution, and how to implement the selected best practice. Practices include all elements of operations, oversight, procurement, reporting, and regu- latory structure. The guidebook addresses models that help deliver high quality customer service, generate airport revenues, are easy to implement, and provide good economic value to the providers. It provides examples of airports where the best practices have been implemented that vary by geographical region and airport size. It presents critical factors of success and limitations from airport, provider, and customer perspectives and includes methods of setting and collecting airport cost recovery and other fees. The guidebook also addresses standards for vehicles and drivers; types of provider business practices and their effects on the airport’s ability to regulate ground transportation service; and types of regula- tions and methods used by airports to assure compliance and enforcement of all aspects of ground transportation. Available technologies that can benefit the airport, providers, and the customers; guidelines to ensure the flexibility to accommodate unforeseen changes in airport and commercial ground transportation operations and demands; external factors impacting different operating practices; metrics to assist airports and providers in assessing level of service; environmental initiatives; and common challenges encountered by providers are also addressed. Managing and controlling commercial ground transportation is a challenge faced by most airports, regardless of their size and location, and the nature of this challenge is changing. Airport operations and traditional transportation services are attempting to adjust to the service offered by transportation network companies. Customers and elected officials are demanding higher quality service and are no longer willing to tolerate poor or overpriced service that can create a negative impression of a community. Community leaders are also becoming increasingly sensitive to the environmental implications of commercial ground transportation services, including opportunities for increased use of alternative fuel vehicles and reductions in unnecessary trips. New technologies are available to improve customer service, monitor trips and operations, and simplify the management of commercial ground By Theresia H. Schatz Staff Officer Transportation Research Board

transportation services. Airport staff must attempt to balance the frequently conflicting needs and expectations of customers, commercial vehicle drivers, business owners, local regulatory authorities, and other parties, while also controlling airport curbsides and roadways and managing commercial vehicle staging areas. The amount of airport staff time spent addressing these challenges is often out of proportion to the volume of passengers served. Furthermore, as local authorities reduce the resources available to the regulatory staff that has traditionally overseen and enforced these transportation services or relax long-standing standards, airport staff are encountering increased responsibilities and time commitments. Also, the ground transportation service providers need a workable model within the same rules and requirements to effectively compete with the other stakeholders and be successful. Understanding that ground transportation is a reflection of the environment the providers operate in, this is a current resource that provides information for airport operators to determine which ground transportation practices are best suited for their airport. Under ACRP Project 10-16, research was conducted by LeighFisher in association with GateKeeper Systems, Tennessee Transportation and Logistics Foundation, and Merriwether & Williams Insurance Services. Surveys and interviews were conducted to determine business practices, operational models/methods, strategies, procurement methods, facility configu- rations, rules and regulations, fees, supporting technologies and other programs used by airport operators to provide, monitor, control, regulate, and enforce commercial ground transportation services.

C O N T E N T S 1 Chapter 1 Overview of the Guidebook 1 Purpose of the Guidebook 1 What Is a Best Practice? 2 Characteristics of Commercial Ground Transportation Services at Airports 7 Airport Business Arrangements with Ground Transportation Companies 8 Methodology 9 Organization of the Guidebook 10 Chapter 2 Establishing Goals and Policies for the Airport’s Ground Transportation Program 10 Documenting Management Goals and Policies 14 Evaluating the Accomplishment of Management Goals and Objectives 17 Chapter 3 Expectations of Customers, Airport Management, Providers, and Other Stakeholders 17 Expectations of the Customers 18 Expectations of Airport Management 18 Expectations of Local Elected Officials/Airport Commissions and Board Members 18 Expectations of Ground Transportation Service Providers 19 Expectations of Commercial Vehicle Drivers 19 Expectations of Other Stakeholders 20 Chapter 4 Operations of Commercial Ground Transportation in General 20 Roles, Responsibilities, and Resources of Non-Airport Regulatory Authorities 22 Roles and Responsibilities of Companies/Providers 23 Competition Among Providers 28 Chapter 5 Operations of Commercial Ground Transportation at Airports 28 Access Processes and Controls 32 Curbside Boarding Areas 33 Commercial Vehicle Hold Lots 34 Commercial Ground Transportation Fees 36 Airport Transportation Services Provided by Public Transportation Agencies 36 Airport Transportation Services Provided by the Airlines 37 Chapter 6 Regulation and Enforcement of Commercial Ground Transportation Services on Airports 37 Typical Responsibilities of Airport Ground Transportation Management and Staff 37 Coordination with Properties/Concessions, Finance, and Other Airport Departments 37 Enforcement Procedures and Legal Provisions

41 Chapter 7 Role of Small and Disadvantaged Business Enterprises 41 Description of the Regulatory Framework 42 Small Business Definitions 43 Other Options for Increasing SBE and ACDBE Participation 45 Chapter 8 Examples of Best Practices 45 A. Taxicabs 74 B. Limousines 81 C. Transportation Network Companies 84 D. Shared-Ride Vans 89 E. Courtesy Vehicles/Shuttles 96 F. Scheduled Buses and Vans 98 G. Charter Buses and Vans 101 H. Supporting Airport and Local Environmental Goals and Initiatives 104 I. Creative Passenger Boarding Areas 113 J. Selecting the Solution 119 Chapter 9 Supporting Technologies 119 Types of GTM Systems 120 Tracking of Drivers and Vehicles 126 Administrative Related Technology Options 128 GTM System Deployment 129 Reliability 129 Integration of Systems 130 GTM System Costs 132 Procurement 134 Chapter 10 Selling and Implementing the Solution 134 Convincing Senior Airport Management 135 Working with the Providers and Drivers 135 Working with Elected Officials and Airport Boards/Commissions 136 Working with Local and State Regulatory Agencies 136 Working with the Traveling Public 136 Implementing the Solution 141 Appendix A Acronyms 143 Appendix B Glossary 147 Appendices C through H Note: Photographs, figures, and tables in this report may have been converted from color to grayscale for printing. The electronic version of the report (posted on the web at www.trb.org) retains the color versions.

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TRB’s Airport Cooperative Research Program (ACRP) Report 146: Commercial Ground Transportation at Airports: Best Practices covers best management practices to ensure the provision of safe, comfortable, easy-to-use, and efficient commercial ground transportation service. Commercial ground transportation services include taxicabs, limousines, shared-ride services, transportation network companies, courtesy vehicles, buses, and vans. The guidebook reviews the ground transportation industry, potential solutions to challenges airport operators frequently face, how to select a solution, and how to implement the selected best practice.

ACRP Web-Only Document 25: Commercial Ground Transportation at Airports: Best Practices-Appendices C to H includes an annotated bibliography, a list of airports participating in this study, sample request for proposals and request of qualifications to manage ground transportation, sample contracts, and sample Transportation Network Company permits.

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