Airport Security Alters How Ground Cos. Conduct Biz

Although the government has reduced the security alert level from orange to yellow in the past couple of months, more restrictive security regulations remain in effect at many airports, with chauffeurs on occasion being subjected to unexpected random searches on roadways to the airport and/or unable to pick up customers at the short-term parking area. To deal with the problem, limo companies are stepping up communication with their corporate customers, and a couple of firms have added new security-related services.

Empire International about a year ago began issuing e-mail blasts to key corporate accounts alerting customers of security-related delays and other information, such as the cordoning off of certain city blocks or random searches at airports. In addition, each chauffeur carries a wireless device from which he or she can receive and send e-mail. Should a driver get stopped at an airport without prior warning, he then can alert the dispatcher about the delay, who can relay the information onto other drivers. The device also enables Empire staff to track a passenger, should a travel manager want to find out the location of car-bound employees in an emergency.

Within the past five months, Carey International has set up a special service desk for select customers. The service enables Carey to take certain actions—say, pick up a customer's family at a pre-designated spot—tied to a traveler's profile. It also enables travel managers to track passengers.

Scott Solombrino, president and CEO of Dav El Chauffeured Transportation Network, said his company tries to alert all customers by e-mail, fax or phone if there's a security-related delay or change in procedure. The problem, he and other executives said, is the inconsistency of instructions from the Transportation Security Administration to airports, each of which has varying standards of security and procedures. At Los Angeles International, for example, no meeter-greeter staff may be allowed into the terminal, while at Chicago's O'Hare the meeter might be allowed to greet a customer at the gate. "We're trying to work with TSA to get consistency," he said.

"At some airports, you can't greet guests at the curb, or park and leave your vehicle within 300 feet of the terminal," said Ray Mundy, president at the Airport Ground Transportation Association. "Some airports extend that restriction to the complete roadway system." He added that random searches of vehicle trunks have become common at some airports.

"We used to meet people at the jetway, but now usually it's at the baggage area or beyond the security checkpoint," said Vince Wolfington, chairman and CEO of Carey International. To cut down on the confusion, the firms are recommending that travelers carry mobile phones whenever possible. If the customer does not have a phone, he or she is instructed to call an 800 number should there be a problem.

At BostonCoach, customers who book through the company's Web site and carry a wireless device can access the Web site to find out if there's been a change in the pick-up instructions.

The sedan firms also are trying to work more closely with the airport authorities to get better information, noting they aren't always kept apprised of a change. Often, a driver is as surprised as the customer by a roadblock that suddenly is erected on a roadway en route to the airport. Ground transportation booking staff might even solicit customers for information related to security. "We check with the person at the time of reservation about airport alerts," Solombrino said.

Corporations also are more concerned about security as it relates to the car, several executives said. "The biggest change is that corporate security divisions are now involved in the RFP. That's new as of this year," BostonCoach president Russell Cooke said. "It used to be just the travel manager and finance person, but now security staff are assessing driver training and background checks, liability and insurance. It's not just about the cost."

Empire two years ago introduced a Secure Car service that provides customers, upon request, with an armored vehicle, or one with such safety features as tires that still work when flat and smashproof glass and a specially trained driver, often with a military background. An outgrowth of that rollout is Empire's Trans Brief service, which provides an extra layer of security in the booking and confirmation process.

To ensure customers that the driver is legit, Empire will provide the person or the company with pictures of the chauffeur, car and license plate, driver name and contact information, a written description of the driver and his or her special security training, as well as the make, year and seating capacity of the car. The service, which has a $50 processing fee, also includes confirmation by Empire of the ride 24 hours, two hours and 30 minutes in advance of pick up. The driver also informs the dispatcher when the passenger is picked up and dropped off.

The service is available all over the world, and affiliates are required to have the ability to provide it, which has resulted in some change of affiliates, said Rich Cooley, vice president of global operations. For traveling executives, "the biggest gap security-wise is between the airport and the hotel," he said. "Eighty percent of attacks happen in and around the vehicle a mile or two from the office or home." With Trans Brief, Cooley added, that security gap is closed.