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Curbside accessibility and capacity: A focus on customer experience
Journal of Airport Management,
11
(1),
6-13
(2017)
Abstract
Day-to-day curbside operations can easily be considered one of the most complex environments at any major airport. The real estate of curbside space is highly valuable for the public, but frequently undermined by the industry. No matter the travel motive, arrival or departure, everyone likes ‘front door service’. Unfortunately, not all airports enjoy unlimited curbside space, thus making every growth opportunity complicated and forcing the need for customer service investments or highly controllable measures. A well-thought-out holistic curbside plan is needed to achieve effective and efficient airport operations.
Keywords: airport; curbside; customer experience; transportation; parking; landside management
The full article is available to subscribers to the journal.
Author's Biography
Don Hobbs has been the landside manager at Dallas/Fort Worth International Airport since 1996. He is responsible for all terminals guest transportation services, curbside operations, and a team of 14 supervisors, 20 agents and 44 guest assistants. Don is an active participant and convention speaker of the Airport Ground Transportation Association (AGTA) and the American Association of Airport Executives (AAAE). Don has participated in projects such as the implementation of curbside management for five terminals, the implementation of computerised dispatching from a central queue to 12 taxi stands, and co-authored the transportation code of rules and regulations for Dallas/Fort Worth International Airport. Previously, Don worked as a Transportation Coordinator for the City of Dallas Aviation Department. He developed the Transportation Starter Services contract at Dallas Love Field.
Alan Gonzalez is a ground transportation shift supervisor at Dallas/Fort Worth International Airport. He is responsible for Terminal E evening guest transportation services, curbside operations and a team of two agents, four guest assistants and seven contract employees. Alan is an active participant of the Parking Business Unit committees and emergency operation coordination team. Alan was selected to be part of the first Leadership North Texas University sponsored by the North Texas Commission. Previously, Alan was research assistant for the head of research at Purdue University Aviation School. He is the co-author of four aviation-related articles in multiple aviation journals. Alan’s formal education includes a MS in Aerospace and Aviation Management from Purdue University and a BBA in Finance and Management from the University of Texas at El Paso.
