GROUNDNET AIRPORT SHUTTLE The worlds largest group of Airport Ground Transportation providers Implementing Quality Standards Across Airports San Francisco, California April 2, – April 5, 2006 Presented by Lorraine Wilde, Don Eames & Jeff Finkel

AGTA Quality Assurance GroundNet Local Residential Operator

Quality Components Start With Quality Monitor For Quality Benchmarking for Quality Managing Quality

Start with Quality Drivers Office Staff Software-GroundNet System

Start with Quality Drivers Drug testing Map testing Driving record limits Training

Start with Quality Office Staff Problem resolution training Delegate authority to act

Start with Quality Software-GroundNet System User friendly Accurate Error reduction via Uniformity across diverse membership RLM Flightview tracking flight arrivals

Service Leg 1: We will pick up Don Eames, party of 2 on Saturday, April 01, 2006 at 04:50 AM. The pickup will be from Maple Glen Ct (sf) Ellicott City-north of Rt 70 for a trip to BWI Airport. The service type is Shared van. The fare for this trip is $0.01 and may be paid by cash or credit card (AMX, MC/VISA, Diners). The reservation number for the first leg of your trip is: Reservation Confirmation

Monitor for Quality Drivers Office Staff Other Sources

Monitor for Quality Drivers Drivecam—Fantastic change in behavior, not just accidents Dispatch tracking time accuracy

Monitor for Quality Office Staff Software has history of each transaction for error tracking

Monitor for Quality Other Sources Comment cards on vans GroundNet comment program Mystery shopper program Regular meetings with landside ops

Benchmarking Against The best Benchmark any measurable operating component –For example, all parts of your call management system Benchmark for Safety: –compare your experience with others Benchmark convention performance –satisfied customers –book in next GroundNet city Benchmark driver issues –employees vs. independent contractors

RES DEPT. CALL DETAILS % Calls booked by reservation instance % Calls booked by individual reservation Average call time without wait Average call time with wait Avg. Wait Time for answered calls Average time per res instance Average time per individual res

RES DEPT. CALL DETAILS % calls abandoned % Roundtrip bookings (non web) % Roundtrip bookings (on the web) confirmations - phone res only Cost per booking by res instance Cost per booking by individual res

GroundNet System Quality Initiatives Meetings every 4 months –see what the best are doing Conference Calls every 2 weeks –great for Immediate feedback crisis reaction problem solving Local ownership equals accountability