Template revised September 22, 2016.
COMMISSION
AGENDA MEMORANDUM
Item No.
8d
ACTION ITEM
Date of Meeting
January 30, 2018
DATE: January 22, 2018
TO: Dave Soike, Interim Executive Director
FROM: Michael Ehl, Director Aviation Operations
SUBJECT: Rental Car Curbside Assistance
Amount of this request:
$3,300,000
Total estimated project cost:
$3,300,000
ACTION REQUESTED
Request Commission authorization for the Executive Director to execute a contract for Rental
Car Curbside Assistants at Seattle-Tacoma International Airport, for a 1-year base contract, with
options for four additional 1-year extensions for an estimated value of $3,300,000, funded
entirely by Customer Facility Charges.
EXECUTIVE SUMMARY
This contract request would improve customer service and operational efficiency by employing
approximately 12 full-time job positions that would provide curbside services related to
passenger and baggage loading and unloading at the Seattle-Tacoma International Airport
terminal and the adjacent Consolidated Rental Car Facility.
This contract will procure the services to provide curbside assistance to over 5 million annual
rental car customers who utilize the busing system between the two locations.
The Port of Seattle owns the Consolidated Rental Car Facility (CRCF) located one mile north of
Sea-Tac International Airport (Airport) and operates the shuttle bus services (Airport Transit
Operations) between the Airport and the CRCF.
The Airport has designated customer drop off and pick up locations on the North and South end
of the lower Airport drive, where curbside assistants will work. Airport Transit Operations
buses operate at frequent intervals to shuttle passengers between the Airport and the CRCF.
The Airport Transit Service operates 24 hours per day, 7 days per week. Bus schedules are
variable based upon predicted passenger loads and adjusted as often as needed to efficiently
transport passengers between the two facilities.
COMMISSION AGENDA – Action Item No. _8d___ Page 2 of 4
Meeting Date: January 30, 2018
Template revised September 22, 2016; format updates October 19, 2016.
JUSTIFICATION
Curbside Assistants provide customers assistance with queue management, and baggage
handling as needed. Curbside Assistants are further called upon to assist special-needs
customers by obtaining a wheelchair or other assistance as requested.
Other key points:
• This service originally operated May 17, 2012 through December 31, 2015.
- Before opening the CRCF, Port staff surveyed other airports and made visits to
Phoenix and Las Vegas to assess the need of curbside staff. Other airports with
curbside staff are: San Diego, Dallas-Fort Worth, Cleveland.
- Port staff analyzed the benefits of the rental car curbside assistants and determined
that average dwell time may be as much as double without them present. The
analysis indicated that the inclusion of curbside staff reduced passengers on the
sidewalk by 30-50%.
• The contract expired on December 31, 2015 without renewal to analyze the resulting
impact upon operations as related to cost/benefit. We received approval for peak season
assistance in 2017, in response to an unfavorable year without the program.
- In 2016, there were 139 complaints regarding lack of curbside assistants and long
shuttle wait times.
• A 60-day analysis resulted in unfavorable results and dissatisfaction by Rental Car
stakeholders.
• The bus system has transported more than 26 million passengers since opening.
• The funding source is derived from Customer Facility Charge (CFC) revenues related to
rental car operations at the Consolidated Rental Car Facility. The CFC rate is forecasted to
remain at $6 through 2022. The rental car companies support the use of CFC’s for this
purpose.
• The service provides approximately 12 full-time equivalent positions.
• The contract will have a 1-year initial term, with four (4) additional 1-year options to
extend.
• The Port has the ability to manage hours of service to budget, and will continue to carefully
monitor passenger activity.
COMMISSION AGENDA – Action Item No. _8d___ Page 3 of 4
Meeting Date: January 30, 2018
Template revised September 22, 2016; format updates October 19, 2016.
DETAILS
Scope of Work
The Rental Car Curbside Assistant schedules are aligned with those of the Airport Transit
Operations service schedule. The Contractor shall be responsible to schedule the appropriate
number of staff in agreement with the Port Contract Administrator to provide service to the
predicted volume of customers (as determined by the Port) at three designated locations; the
north and south bus zones at the Airport terminal and bus zones at the CRCF. A daily schedule
anticipates coverage from 3:00 a.m. to midnight. Schedules may be highly variable and shall be
determined by the Port Contract Administrator. The Contractor shall be responsible to provide
a queuing system that meets the needs of the operation and facility.
Schedule
An RFP for these services will be advertised in February 2018. Services scheduled to begin in
May 2018.
ALTERNATIVES AND IMPLICATIONS CONSIDERED
Alternative 1 – No Formal Curbside Assistance
Cost Implications: $0
Pros:
(1) No cost
Cons:
(1) Stakeholders would have strong opposition
(2) ADA customers will not receive service from RCF drop off to rental car counters
(3) Poor level of service
(4) Increased dwell times
This is not the recommended alternative.
Alternative 2 – Peak Season Curbside Assistance (May through September)
Cost Implications: $1,625,000
Pros:
(1) High level of customer service during peak season
(2) Reduces dwell times during peak season
(3) ADA service during peak season
(4) Minimizes employee injury exposure
(5) Funding available through CFCs
Cons:
(1) Additional cost
(2) Does not provide for year-round service, exposing some service and ADA risk
COMMISSION AGENDA – Action Item No. _8d___ Page 4 of 4
Meeting Date: January 30, 2018
Template revised September 22, 2016; format updates October 19, 2016.
(3) Stakeholders strongly support year-round service
(4) Vendor and procurement risks with short-term service requirements
This is not the recommended alternative.
Alternative 3 – Year-Round Curbside Assistance
Cost Implications: $3,300,000
Pros:
(1) High level, consistent customer service
(2) Reduces dwell times
(3) Consistent ADA service
(4) Minimizes employee injury exposure
(5) Funding available through CFCs
Cons:
(1) High cost
This is the recommended alternative.
FINANCIAL IMPLICATIONS
Annual Budget Status and Source of Funds
The 2018 operating budget included an amount of $500,000 for peak service. This cost is 100%
CFC eligible.
ATTACHMENTS TO THIS REQUEST
Presentation slides
PREVIOUS COMMISSION ACTIONS OR BRIEFINGS
February 7, 2012 – The Commission authorized execution of a contract for Rental Car
Curbside Services, for a minimum of 6 months in duration, to be extended for up to
three years (May 2012 through December 2015), for maximum contract value of
$1,489,800.
January 24, 2012 – The Commission was briefed on the 2012-2015 contract and a letter
from Marshall Fein in support of the contract was entered into the record of the
meeting.
