San Francisco International Airport LIMO/TNC MONITOR

Transcription

1 San Francisco International Airport CURBSIDE MANAGEMENT PROGRAM LIMO/TNC MONITOR OPERATIONS PROCEDURES MANUAL January 2015

2 TABLE OF CONTENTS January 2015 Section Page DEFINITIONS. 2 METHODOLOGY Limousine System. 3 GENERAL STANDARDS of CONDUCT 5 SYSTEM MANAGEMENT 8 LIMOUSINE ZONE MANAGEMENT.. 9 BOARDING AIRPORT PATRONS.. 11 OPERATOR RESPONSIBILITY.. 12 GROUND TRANSPORTATION RATES AND CHARGES.. 14 Page 1

3 DEFINITIONS January 2015 AVI Transponder Orange device installed on the windshields of limousines and the roofs of vans and buses by SFO; used by SFO s Ground Transportation Management System (GTMS) to detect vehicle trip activity. Some vehicles may have different colored transponders installed by San Jose or Oakland airports instead of an orange one installed by SFO. Limousine A chauffer operated luxury type motor vehicle, available for charter, having a seating capacity of not less than four passengers nor more than 14 passengers, excluding the driver, and which requires a Charter Party Permit from the State of California Public Utilities Commission. Limousines operating at SFO must have a transponder mounted to the windshield, TCP number affixed to the rear bumper and current limousine permit decals issued by SFO affixed to the rear bumper. Permit Written authorization issued by the Airport Director, which authorizes specific activity or occupancy of space within the Airport. Photo I.D. Badge As required by the Airport, a badge worn on the outside of a person s outer garment that has a photograph of the driver, the driver s name, the company name and the PSC/TCP Number. Trip As determined by Waybill or Charter Order, Airport pick-up point to pre-determined drop point or end of transfer (point of disembarkation). Vehicle any automobile, truck, motorcycle, bicycle, and other wheeled conveyances in which any person or property can be transported upon land, except aircraft. Waybill A legible waybill prepared in advance of the limousine passenger pickup shall document every pre-arranged limousine passenger pickup. Waybills shall be prepared by the permittee or the driver of the permittee s vehicle prior to the vehicle s arrival at the Airport s passenger load zone. In some cases the Waybill may be known as a Charter Order. The Waybill shall include the following: - Company s Name, TCP#, Phone# - Passengers Name (s) - Number of persons in party - Location and scheduled time of pickup; location of drop-off - Airline and flight number on which passenger(s) is to arrive Page 2

4 METHODOLOGY January 2015 Limousine System The Limousine operating at San Francisco International Airport (SFO) will operate as follows: Limousines (as defined) will access the Airport according to defined published operating procedures. The Airport has designated one limousine passenger loading zone at each terminal as follows: Terminal 1 on the lower (Arrivals) level terminal curb near Continental Airlines Terminal 3 on the lower (Arrivals) level terminal curb near United Airlines International Terminal on the center island of the Arrivals Level at the G side FSP PPM provides Curb Monitors for these zones during hours designated by the Airport. During hours when the zones are unstaffed, limousines still operate in these zones and must comply with the same procedures and rules. Limousines described as sedans are not required to access the Domestic Terminal limousine loading zones managed by the Curbside Management Program. These vehicles may stage or park on the 5 th floor of the Parking Garage while conducting gate meets according to defined operating procedures. Sedans may also pick-up passengers on the upper or lower level domestic terminal white curbs. At the International Terminal, limousine sedans may pick-up passengers in the International parking garages or in the limousine zone on the Arrivals Level center island. Limousine sedans are not allowed to pick-up passengers in the white terminal curb zones on either the Arrivals or Departures Level of the International Terminal. Stretch limousines must stop at the designated terminal limousine curb zone for active passenger boarding only. Both passenger and luggage must be available at curb prior to limousines arrival. Stretch limousines may only occupy the space designated as Limousine Only and may not opt to engage in passenger boarding at other locations at the Airport without the approval of the Airport Director. Limousine drivers may not leave vehicles unattended nor will any solicitation be allowed. Any service provider found in violation of any Airport rule and regulation or airport permit condition may have its permit suspended or revoked by the Airport Director. Monitors will complete an Incident Report or will contact SFPD s Airport Bureau if violations are observed. Limousine must display a waybill inside of the vehicle so it can be easily read from the outside. Another copy of the waybill shall be carried with the driver. Driver of the permittee s vehicle is required to present the waybill to any Airport official who requests to inspect it. This includes all FSP PPM personnel, who are designated by the Airport to manage the curbside. Page 3

5 METHODOLOGY (continued) January 2015 All limousines must have affixed to their vehicle in the approved location an AVI Transponder, valid SFO decals, and a valid TCP number. Limousines picking up passengers for hire at the Airport shall only be by prior appointment or pre-arrangement with the passenger. All limousine permittees not adhering to the Airport s limousine procedures shall be subject to both administrative sanctions and administrative fines. All service providers must abide by the terms of their Airport Operating Permit, the Airport s Rules and Regulations and FSP PPM Management Standard Operating Procedures (SOP s). Page 4

6 GENERAL STANDARDS OF CONDUCT January 2015 The following basic rules outlined below must be followed at all times to ensure that the integrity of all employees is beyond reproach and that we are providing outstanding customer service: Never shake hands or make physical contact with a driver. This includes, but is not limited to, fist bumps, shoulder slaps, etc. Never lean on or put any part of your body inside a vehicle. Never recommend, steer or direct a passenger to one company instead of another. Follow the SOPs for the zone you are assigned. If asked for options, provide all options for destination. Never quote fares or offer a refund on behalf of a company or driver. Refer the customer to the printed Transportation Information Flyers on your clipboard or the posted estimated Fare sign. Be proactive at your work location. You are there to assist all customers with EXCELLENT CUSTOMER SERVICE and provide valid information. Greet each customer as they arrive with the appropriate greeting. Do not sit or stay in a shelter while there are passengers or vans at your assigned zone. Never let the driver be the passenger s first contact. Smile when greeting all customers. Never allow operators to solicit passengers, or be the first point of contact for the customer. Document violations of the Airport Rules and Regs. Uniform: Airport ID and name badges must be worn at all times, exposed and highly visible. Black dress shoes (no sport/athletic shoes), blue pants (Company issue), white buttoned shirt (Company issue), tie (Company issue), hat (Company issue), and jacket (Company issue); SFO ID badge, inside badge holder on blue SFO Curbside Management Program lanyard. You must report for duty in proper uniform. You will not be allowed to clock in if you are not in proper attire. Speak English while performing your duties on the curbside. You may speak another language when appropriate (i.e., speaking to non-english speaking passenger or general public), and on your breaks, lunch or before and after work. Always respond on the radio and be professional at all times. Use courtesy and respect in all interactions with passengers, drivers and co-workers. Never allow a commercial vehicle to be unattended. Drivers are not permitted to leave their vehicles, to stand on the curb, smoke at the curbs or lots, except designated smoking areas, and visit with FSP PPM Management personnel or enter the terminal for any reason. Drivers must remain inside their vehicles. Drivers are only permitted outside their vehicles if they are actively loading passengers and/or luggage. Never leave your post unattended. Always call a Supervisor or the Shift Manager if you need a break for any reason. Page 5

7 GENERAL STANDARDS OF CONDUCT (continued) January 2015 Announce the customers request clearly and in a tone that can be plainly heard. You are not allowed to eat or have food present at any work locations. This includes tea, hot chocolate, coffee or mugs. No reading newspapers, magazines, and/or books. Only clear bottled water is permitted. No smoking is allowed at any work locations or on the center island. You are not allowed to carry and/or use cell phones, personal radios or any kind of electronic device used for the purpose of communicating during working hours. This includes but is not limited to, cellular phones, pagers, headset, Smartphones, IPhones, IPods, MP3 players, IPads, PDAs, computers, radios, and other technology used for the purpose of communicating (sending or receiving messages and information). Only equipment approved by the Airport for the purpose of performing tasks included in the CMP contract scope of work and issued by FSP PPM may be carried by CMP employees and used during working hours. Authorized materials allowed, i.e., zone radios, clipboards, time clocks, log sheets, authorized SuperShuttle and South & East two-way communication devices. No backpacks or any bags are allowed at assigned posts. Follow all Airport Rules and Regulations. While on Airport property, employees are required to follow all Airport Rules & Regs including smoking in designated areas only, littering, damaging Airport property, and unauthorized activity. Never accept gratuities or gifts. Employees are not permitted to accept money or gifts of any kind such as lunches, drinks, or free rides. Apologize to the customers waiting when a problem arises that delays their departure, even if you, the Curbside Program or SFO, had nothing to do with creating the problem. Speak loudly and clearly to the group. Never agree to watch an airport patron s luggage. Unattended bags are not to be touched or moved and are to be immediately reported to the Police at Acknowledge that our customers are: -Airport patrons/general public - Commercial vehicle drivers - Airport officials - Fellow workers Stay at your assigned zone. Assist passengers who approach your zone, but do not leave your zone to approach passengers unless the passengers specifically request assistance. Never leave your zone unattended without the approval of a supervisor or manager. Coordinators, Monitors and Dispatchers are required to report disabled vehicles, either on the roadways, entrances, exits, van staging areas, or terminal zones immediately to a van supervisor. If necessary, the Supervisor will advise Airport Police. Limo drivers are prohibited from using profane or vulgar language directed at the public, Limo Monitors or Airport personnel. Monitors are held to the same standard. Disputes with limo drivers are to be handled in a professional manner. If a limo driver continues to disobey instructions or becomes unruly, the Monitor is to complete an incident report and, if necessary, contact a Van Supervisor or Shift Manager for assistance. Page 6

8 GENERAL STANDARDS OF CONDUCT (continued) January 2015 Monitors are to immediately follow any orders or instructions given by General Manager, Assistant General Manager, Shift Managers, Van Supervisors or Airport Police. Monitors receiving found property are to immediately turn over possession to the Airport Lost and Found by calling their Van Supervisor. The Van Supervisor shall call the SFPD Airport Bureau at or personally deliver the property to the SFPD Airport Bureau Substation at Terminal 1. Coordinators should not accept found property from van drivers but instead ask the driver to turn the property in to the Van Supervisor, Shift Manager, or Airport Lost and Found. Page 7

9 SYSTEM MANAGEMENT January 2015 Employees of FSP PPM will not engage in any activities that are considered improper (i.e., steering passengers to particular service provider, embezzlement, soliciting or showing favoritism). All service providers must abide by the terms of their certificate or permit issued by the Public Utilities Commission of the State of California, the Airport s Rules and Regulations and the FSP PPM Standard Operating Procedures. Page 8

10 LIMOUSINE ZONE MANAGEMENT January 2015 There are three Limousine passenger load zones authorized for use at the San Francisco International Airport. The limousine zones at the domestic terminals, Terminal 1 and Terminal 3, are accessed by using the lower level roadway. These domestic terminals have one load zone each. The limousine zone at International Terminal (IT) is on the second level (Arrivals) of the IT on the center island. All personnel assigned to monitoring, coordinating and supervising activities associated with the Limousine curb zones at San Francisco International Airport will be employees of FSP PPM. There are numerous service providers authorized to board and de-board passengers at San Francisco International Airport. All service providers operating at SFO must have a current valid operating permit at SFO. FSP PPM will recruit, hire and train all personnel associated with the operation of the Limousine curb zones and ensure that the system operates in a safe, efficient customer focused manner. Trained personnel who will operate according to defined operating procedures will staff the lime zone from 5:00 p.m. to 11:00 p.m. Friday through Monday, including holidays. FSP PPM is responsible for the following: - Curb monitoring - Vehicle management - Operator compliance - Customer service - Compliance with Airport Rules and Regulations - Compliance with the Limousine Standard Operating Procedures - Documenting infractions of Airport Rules and Regulations and the Limousine Standard Operations Procedures, including solicitation. Limousine Curb Zone Limousines authorized to service San Francisco International Airport will access the system based on the detailed instruction provided on their Charter Order or Waybill and their Commercial Ground Transportation Operating Permit. Under the direction of FSP PPM management personnel, Curb Monitors are required to manage curb space dedicated for use by authorized limousine operators. Curb monitor will ensure that no service or persons not authorized to use this zone occupies or obstructs the use of such space by authorized service providers. Monitors should check photo ID badges and waybills of operators suspected of not having pre-arranged passengers. Page 9

11 LIMOUSINE ZONE MANAGEMENT (continued) January 2015 Limousine Curb Monitors are responsible for maintaining logs of all limousine activity in the assigned limousine zone. For each limousine using the zone, the Monitor will record the transponder number, license plate number, TCP number, type of vehicle (stretch or sedan), vehicle arrival time, vehicle departure time, number of passengers boarded, and any comments. If the vehicle has no license plate number, the Monitor will record the last six digits of the Vehicle Identification Number (VIN), which is located on the top of the dashboard on the driver s side of the vehicle, stamped in either dark colored metal or hard dark plastic. Curb Monitors are to write incident reports for any stretch limousine observed boarding passengers in any terminal zone other than the designated limousine zone. At the International Terminal, the Monitor is to write an incident report for any sedan or stretch limousine observed boarding passengers in any terminal zone other than the designated limousine zone. Curb space will only be used for active boarding and the driver has the responsibility to board the patron s luggage. In no instance should a Curb Monitor allow a limousine to double-park his/her vehicle in order to load their patron. No limousine shall be allowed to park or stage and wait for his/her patrons. The load zone is for active loading only. Curb Monitors will not be responsible for directing traffic at the zone. Curb Monitors will monitor all vehicles in passenger load zones and maintain awareness of all activities taking place. Curb Monitors will communicate between the T s to ensure passengers are where driver expects them. In instances when passenger is not at the appropriate location, Curb Monitor will advise Operations Office who will then contact service provider for instructions. Curb Monitors may present the transportation options to the patron but may not recommend any one particular service when a patron requests other services. Monitors will direct walk-up passengers desiring limousine service inside the terminal to the Lodging, Transportation, and Attractions phone board to call a limousine operator for service. Under no circumstances will the Monitor arrange a ride for passengers nor suggest a service provider. In cases when travel and limousine volume is expected to be high, service providers may provide FSP PPM International operations with a manifest in order for Curb Monitor to provide further assistance in coordination of pickups. Page 10

12 BOARDING AIRPORT PATRONS January 2015 Curb Monitors are prohibited from accepting money from drivers or passengers for any reason. The Curb Monitors will meet and greet all patrons upon their arrival to the limousine passenger load zone and monitor all zone activity. The Curb Monitor will inquire as to which service provider he/she is using. Curb Monitors will have customers waiting in an orderly manner and advise patron to standby if limousine is not at the limousine load zone. The Curb Monitor will ensure that the limousine load zone is used only by authorized service providers and will work with the SFPD Airport Bureau to ensure no other unauthorized services or vehicles access the system or utilize the space. Monitors will also complete reports and report violations to the supervisor and shift manager. The Monitor will assist the operator in identifying the pre-arranged passenger(s) as the operator arrives at the load zone. Limousine Monitors will check the waybills of all limousine drivers. The monitor is to politely request the waybill from the driver and avoid confrontation. The Monitor will also ensure that no items (i.e., luggage or packages) are left at the curb load zone. The Monitor will hand out information and comment cards to all boarding passengers if provided by the Airport. Monitors will also have the responsibility to ensure load zone space use is efficient and that limousines park at the load zone only for active passenger loading. Monitors will work to ensure each limousine passenger load zone is operated in a professional, safe and efficient manner. Limousine Monitors will maintain radio contact with the Supervisor and Shift Manager. Monitors will ensure that the operators wear Photo Identification Badge that includes the company s name, TCP/PSC number, photograph of the operator and name. Monitors will maintain safe and secure are for Airport Patrons and will report to Operations Management any conditions, systems or situations that are considered unsafe or unsecured. Monitors will maintain accurate records relating to vehicle arrival and departure times, maintain passenger counts and ensure the timely boarding of vehicles in the load zone. (Note: Operators are expected to service their patrons to the requirements and provisions of their operating permit with the airport.) Page 11

13 OPERATOR RESPONSIBILITY January 2015 Both Curb Monitor and vehicle operator are expected to conduct themselves as professionals and work as a team. Driver Misconduct Will Not Be Tolerated Operator misconduct is defined as any act, condition or circumstance caused directly or indirectly by a driver that violates in principle or in fact any part of these Standard Operating Procedures, general and specific terms of the Airport Operating Permit, or the San Francisco International Airport s Rules and Regulations. Curb Monitors and Curb Zone Supervisors will report all acts of misconduct and/or incidents to the Shift Manager via 2-way radio and follow-up using Limousine Incident Report. Some examples of misconduct are: - Being under the influence of and/or possession of intoxicants alcohol or narcotics - Insubordination not following the instructions of Curbside Management personnel, Police or Airport staff - Theft or embezzlement - Diverting passengers to a specific service for personal gain - Falsification of records, including a waybill or charter order - Fighting on Airport property or property used by the Airport - Use of foul or offensive language - Destruction of property belonging to the company, Airport, customers or any others - Refusal to comply with posted rules and regulations - Abandonment of vehicle - Solicitation - Solicitation or verbal abuse directed towards patrons, co-workers or Airport personnel - When at the curb zone loading area, drivers should stay in close proximity of their vehicle and should assist with the boarding of passengers and the loading of passenger luggage. - Monitors are not allowed to assist with loading bags. If conditions arise that are considered a result of driver misconduct, the following procedure will be followed: The Curb Monitor should make every attempt to control the situation so as not to create a scene or inconvenience Airport patrons. The Curb Monitor will then immediately contact the Curb Zone Supervisor and Shift Manager and advise them of the impending situation. If required, the Supervisor or Shift Manager will report to the location of the incident to resolve the matter. If the situation involves an act in violation of the law, contact SFPD Airport Bureau at and notify them of the situation. If the situation is a Police or medical emergency, immediately call 911. Page 12

14 OPERATOR RESPONSIBILITY (continued) January 2015 Upon arrival to the scene of the incident, the Shift Manager or Curb Zone Supervisor will ensure that a FSP PPM International Limousine Incident Report is completed and route the report to the Shift Manager s attention by the end of the shift, but not later than 24 hours of the incident. The Shift Manager will forward the incident report and any supporting documents and recommendations to the Assistant General Manager. The AGM will forward the report to Landside Operations for further action. TNC Monitor Lot Rules and Responsibilities The below protocols must be followed, there will be no exceptions: When the TNC lot is approaching full capacity at 95% (Approximately (5) empty spaces) the TNC Lot is to be closed by: Placing (4) cones in front of the entrance area to block vehicles from entering Position yourself directly behind the cones, and safely direct vehicles to depart the area by utilizing the traffic wand provided. If drivers refuse the move, state please depart the area or you will be cited. If driver still refuses to move and/or becomes belligerent please allow the vehicle inside the lot, notify your supervisor, and submit an immediate citation/incident report to GM or AGM. If the driver is confrontational and will not cease, the GTU must be contacted immediately. When approximately (10-12) spaces become available, the TNC Lot must be re opened until capacity is reached and the above steps must be repeated At any time the TNC lot or the surrounding areas become congested with traffic, you must notify your supervisor or manager immediately. Please log all vehicles that enter the TNC lot. If trade dress or SFO placard are not clearly visible from a distance, they are not allowed into the lot. You must wear a reflective safety vest at all times when working in the TNC Lot Please be pro - active when assigned to the TNC Lot. Please see your Supervisor or Shift Manager if you have any questions or concerns Page 13

15 GROUND TRANSPORTATION RATES AND CHARGES January 2015 Limousines: A trip fee shall be paid to the Airport for vehicles owned and operated by limousine permittees. The Airport Commission shall set trip fees. The trip fees shall be charged for each trip in each month. Operators pay trip fees monthly based upon trips recorded by the Ground Transportation Management (GTMS) System. The GTMS system records a trip each time a vehicle s AVI transponder passes under an AVI reader at the entrance to Airport roadways. Page 14