ABERDEEN AIRPORT TAXI SERVICE OPERATING STANDARDS

 

This document is designed to set out the expected standards required for any licensed taxi driver operating for Aberdeen Airport Limited (AIAL). The aim is to develop a one team philosophy between AIAL, the Aberdeen Airport Taxi drivers and APCOA Parking, where we all strive to deliver growth for the Airport taxi business by delivering excellent customer service and standards

 

WORKING WITH AIAL AND APCOA

 

Our objective is to grow the airport taxi business as we have done with other modes of onward transport, by putting a focussed management on business growth and service.

To achieve this objective, this set of operating conditions shall accordingly apply to all Aberdeen Airport Licensed Taxi Drivers.

 

CONTRIBUTING TO THE BUSINESS – MEETING DEMAND

 

INNER FORECOURT TAXI OPERATION

Aberdeen Airport’s typical demand periods match that of the business traffic peaks and these are early to mid-morning and late evening/night, Sunday, Monday and Thursday evenings, these can change in the summer season with the addition of the summer charter arrivals.   It is therefore imperative that there is always an adequate supply of Aberdeen Airport Taxis for our customers including those arriving into the main heliports. In order to maintain and grow passenger numbers within Aberdeen Airport Taxis, we must meet demand during all our peak periods.

The shift pattern of the taxi fleet will be monitored by AIAL and APCOA. There will be a shift allocated that each Aberdeen Airport Driver is expected to fulfil. Any Aberdeen Airport Taxi driver that does not fulfil their shift will be contacted by APCOA in the first instance and asked to explain the reasons for this. A decision will be taken at this meeting of how to proceed and the driver will be notified in writing of the outcome. AIAL may terminate the contract to operate as part of Aberdeen Airport Taxis and AIAL shall be entitled to seek another taxi driver willing to meet the relevant Aberdeen Airport Taxis operating requirements.

While some existing drivers have an open shift subscription, all new drivers who join Aberdeen Airport Taxis will be allocated to a shift subscription. Any driver with any shift issues should make the Taxi Manager aware before the shift commences. Existing drivers will be classified as Open or Shift Subscription as per current subscription. There is a waiting list if a subscriber wishes to move from Shift to Open Subscription.

Shifts drivers are required to adhere to shift times on the allocated shift which commences at 1800 with a cut off at 0400 in the event of flights arriving out with the standard schedule. This is a minimum requirement and drivers may service any other period they wish.

Drivers who do not fulfil their shift, may be subject to a 48-hour suspension from the Airport Site as decided by the Management. Repeated instances would require a formal disciplinary meeting.

 

TAXI RANKS AT HELIPORTS

 

Arriving passengers at the heliports must also be considered and taxis should be available at peak arrival times throughout the week. Drivers must adhere to the agreed queuing system while servicing the heliports. Drivers must move up the rank if requested to by AIAL/APCOA staff.

 

CHARGING PASSENGERS

 

The following passenger charging requirements shall apply:

 

1. Strict Adherence always to the Aberdeen City Council Tariff card for destinations within Aberdeen City
2. Drivers may negotiate fare for destinations out with Aberdeen City, but the fare must NOT exceed the tariff
3. Drivers will not apply any surcharge while taking payment by credit or debit card
4. Drivers will accept credit or debit cards at the customer’s request for any fare of any amount
5. Drivers will accept account hires as issued through the Trapeze system or manually at the rank

 

EQUIPMENT AND RESOURCES

 

AIAL will provide the following:

 

1. Android Handset (IF AVAILABLE)
2. Cab Treasure Application License
3. Handset charging equipment (IF AVAILABLE)
4. Handset cradle (IF AVAILABLE)
5. Business Cards
6. Cash Receipts
7. Roof-sign livery

 

Aberdeen Airport Taxi drivers will supply their own credit card system or application.

 

If an android device that is provided is damaged, a fee will be made to AIAL to cover the cost for the replacement handset.

 

Use of any third-party dispatch data unit or system, including any web based or mobile applications is strictly prohibited.

 

All drivers will be issued with a unique PIN Code for logging onto the Trapeze Web Application and cannot log into the application until they have been given this code. The code will be issued following presentation of their relevant documents including vehicle and driver taxi license documentation and the AIAL signed Operating Standards and Contract. Drivers will not be allowed access to the inner forecourt or the wider Airport Operation unless there are current and valid Taxi Vehicle and Taxi Driver Licences uploaded to the portal.

 

Drivers should never share their PIN code or log into the application with any other driver’s PIN code.

 

APCOA will provide the following:

 

1. Payment Cards
2. Personal Log in to APCOA Online Portal

 

OPERATING STANDARDS FOR ABERDEEN AIRPORT TAXI DRIVERS

 

Drivers shall ensure that:

 

1. Every driver must, always, comply with Aberdeen City Council’s Licensing conditions as are in force from time to time;
2. Any driver plying for hire on the Airport estate must not carry any subscription debt and all payments must be up to date.
3. Whilst operating at Aberdeen Airport or Heliports, the driver must be logged into the Trapeze android application. If there is an issue with accessing this it must be faulted immediately to the Forecourt Coordinator
4. When picking up at the Airport or Heliports, Drivers must ensure that they advise the Forecourt Coordinator that they have picked up a passenger via engagement of the Trapeze system.
5. Trips should not be refused unless there is a clear legitimate reason as agreed with the Forecourt Coordinator
6. Relevant licenses must be submitted to APCOA via the portal and must be updated accordingly as and when required. Failure to do so will result in suspension from rank
7. Any passenger wishing to pay by credit/debit card must be allowed with no encouragement to use cash.
8. Every journey destination should be accepted in a positive, customer friendly manner regardless of distance and if a driver refuses for any reason, they return to the rear of the rank and the incident shall be reported to the Taxi Manager
9. The shortest practical route is taken to every specified destination. Any deviation from this will only be with the passenger’s consent after clearly explaining the cost impact of the proposed longer route
10. Drivers must always conduct themselves in a professional customer focussed manner
11. It is the Driver’s responsibility to load passenger luggage when required. Luggage can be stored in any part of the vehicle if it is safe to do so
12. Drivers must drive responsibly and must be courteous to other road users
13. The taxi vehicle must be properly maintained and kept in a safe and clean condition
14. Drivers must be able to use all equipment and software provided by AIAL and its authorised personnel including but not limited to, the android phone provided
15. Wheelchair assistance equipment must be serviceable, and the driver must be able to safety operate the equipment. Wheelchair passengers must be loaded into the taxi vehicle as per standard loading procedures using ramps
16. No driver is permitted to smoke within their taxi at any time. Smoking is only permitted in designated areas around the airport.
17. No driver is permitted to drive whilst using a mobile phone handset
18. Drivers should not unnecessarily idle their vehicles whilst at Aberdeen Airport and turn off engines to reduce emissions
19. Drivers must follow the correct queuing system adhering to positional number at all times
20. Drivers must not act in a way that brings the Company into disrepute
21. Drivers must follow all reasonable requests from the Company
22. Drivers must never communicate in a way that is abusive to Staff, Customers or fellow drivers

1. Drivers must only promote the AIAL Taxi service within their vehicles. All other taxi related notices and promotions should be removed. All other advertising must be authorised by the Taxi Manager

 

CUSTOMER SERVICE

 

Aberdeen Airport Taxi Drivers shall comply in full of the terms of Aberdeen Airport’s Customer Charter and agree to act as an Ambassador for Aberdeen Airport to deliver excellent customer service in support of Aberdeen Airport’s commitment to their passengers.

 

1. Meet and greet every passenger by getting out the vehicle to assist them as required.
2. Issue clear and comprehensive info on journey prices to the passenger prior to commencing if requested
3. Treat every passenger with respect and make them feel valued
4. No Smoking in the taxi rank in any area other than the designated smoking shelter
5. Endeavour to actively assist passengers with non-taxi related queries in a courteous manner
6. Do not use inappropriate language towards any passenger, member of the public, other drivers, Airport staff or any other third-party staff including users of the airport forecourt
7. Comply with AIALs agreed uniform standards which shall include the wearing of:

 

• Smart Top/Collared Shirt
• Dress or smart trousers/skirt
• Clean and polished shoes
• No Trainers (unless 100% black), denim, baseball caps or any sportswear including football badged clothing.

 

Non-compliant drivers will be asked to go home and return once appropriately dressed.

 

8. Always attempt to resolve any passenger issue or complaint at the time whilst respecting the passenger’s comments and try to reach a satisfactory resolution to the matter. If a satisfactory resolution cannot be reached, drivers shall request that the passenger contacts the Taxi Manager and will supply the passenger with the contact details.

 

9. Not attempt to abuse the Airports/APOCA’s complaint’s procedure or prevent any passenger raising an issue or complaint with AIAL/APCOA

 

 

ENFORCEMENT

 

It is imperative that all self-employed subscribers to Aberdeen Airport Taxis strictly adhere to the terms and conditions set out in this Agreement. Any breaches of these terms may result in the termination of the business relationship with Aberdeen Airport Taxis, as determined by management.

 

If a driver is found to be in violation of the terms and conditions, Aberdeen Airport Taxi Driver management will conduct an investigation. The outcome of this investigation may lead to the immediate termination of the business relationship, among other potential actions as deemed necessary by management.

 

To maintain a productive and professional working relationship, it is essential that all self-employed subscribers fully understand and comply with the terms and conditions outlined in this Agreement.