There’s no question that it’s been a hard year for Kalanick and Uber—or really, a bad year compressed down into an awful three months. And it keeps getting worse.
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DETROIT, Mich. — Aristocat Transportation, celebrating its 30th anniversary this year, welcomes new affiliates and is happy to recommend the ones they use to others. Owner Sue Jarvis says, “It’s all about being a great partner and referring others whenever we have the opportunity.”
Through years of attending industry shows, retreats, and networking events, the company has worked hard to develop an extensive affiliate network it can always count on. The key to fostering these relationships is to take time to get to know potential affiliate companies and create bonds of trust and business ethics, Jarvis says.
About 10% of their affiliate business is farm-in, while 90% is farm-out. “Our focus is on using affiliates that give our guests outstanding service, timely and correct invoicing, and preferably reciprocal work,” Jarvis explains. “But relationships take time to build, so you must understand if someone you farm-out to does not immediately send you work back.”
The business does a fair amount of large group runs it farms out, so it’s important to have great affiliates experienced in handling such clients and that can add vehicles on short notice.
To be a good affiliate, Jarvis says it’s important to prep chauffeur info the night before, update their status accurately, and send all invoices within 24 hours with accurate final billing and notes. It’s important to let an affiliate know as soon as possible if a chauffeur will be late, or if a service issue arises.
“This happens to the best of us, and communication and honesty are the key to a lasting relationship and repeat affiliate work,” she says. The company triple checks all information for each incoming affiliate reservation, and ensures its reservationists are always friendly, detail-oriented, and ready to accommodate affiliates.
Jarvis says she signed her company up for LCTConnect.com because she knew she’d reap quality affiliate connections. “I also like that we can see what kind of fleets operators have and look at their pictures.”
Her advice for selecting a quality company to affiliate with is to be selective; this operation will represent your business, after all.
“They reflect your corporate mission statement and are what your customers see and experience. Make sure you have an affiliate agreement in place and current certificates of insurance and workers compensation.”
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There is something to be said about having the best of the best of something. BMW has many models in their lineup, but the 7 Series is their flagship top-of-the-line offering where all the luxury they can possibly dream of is instilled inside.
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The 2017 presidential inauguration was the first time in a long time a new presidential limousine did not debut during the parade even though it was scheduled to be ready the same year. As a result, the 45th chief executive took to the parade route in a fleet of limousines designed for former President Barack Obama in 2009.
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DEARBORN, Mich. — While the traditional stretch limo is a symbol of luxury in and of itself, it’s not very practical for tall passengers or women wearing long, billowy dresses for a wedding or night on the town. With SUV limousines, you get the best of both worlds: Swanky style and ease of entry and exit.
If you’re looking to upgrade your stretch selection, why not start with this used 2008 Cadillac Escalade SUV stretch limousine from Executive Coachbuilders. At 89,500 miles, it’ll make a great addition to any fleet for only $39,999.
SELLER INFO, SPECS & PHOTOS HERE
The vehicle comes fully loaded with tinted windows, wet bar, fiber optic strobe lighting, premium sound, touch screen entertainment, mirrored ceiling, iPod aux integration, wrap around leather seating for 20 passengers, A/C power outlets, and a sunroof, so your clients will want for nothing.
The seller says the vehicle is built on a c2500 chassis with roof emergency hatch. “It’s in excellent running condition, has all maintenance records available, and uses full synthetic fluids. There are no issues, and it has new tires and batteries as well.”
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The 2017 Cadillac Escalade’s powerful V8 powertrain boasts excellent torque and smoothness, but also makes liberal use of cylinder deactivation to save fuel.
The adaptive suspension ride smoothly and the luxurious cabin features excellent massaging front seats and Cadillac Cue infotainment with Android Auto and Apple CarPlay. Driver aid tech offerings are thoroughly modern and highlighted by Cadillac’s rear camera mirror system and semi-autonomous parking.
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The CT6 is an innovative, technologically elite car that performs well. The technology available ranges from active rear steering and night vision to adjustable-suspension damping and an all-wheel-drive system that adjusts the fore-to-aft power split to fit driving conditions.
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Robert Gaskill approached Freeman just over a year ago about the all-Tesla limo project now called ‘MOTEV’. He told Fast Company that the actor signed on as the sole investor with the goal of building “the largest fleet of Tesla cars in the United States.”
They now have a decent fleet of 7 Tesla Model Xs and 4 Model Ss in Los Angeles and plan to expand in New York and Atlanta.
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Waymo alleges Anthony Levandowski, a former Google employee now at Uber, secretly downloaded 14,000 files from its hardware systems, resigned a month later, and then used the information to launch a self-driving truck startup called Otto. Uber acquired Otto last August and put Levandowski in charge of all its self-driving efforts.
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This listicle from BuzzFeed reveals some Uber drivers are going above and beyond to please passengers. Are your chauffeurs doing the same?
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LONDON — Blacklane announced Feb. 22 it has integrated its chauffeured service app platform with Groundspan, enabling business travelers to access Blacklane across more than 50 countries, 250 cities, and 500 airports worldwide.
Berlin-based Blacklane follows a strict duty-of-care philosophy and only works with commercially licensed and insured affiliates.
Groundspan is a ground transportation automation and management platform for thousands of companies to use its global reservation system to manage employee transportation and reduce costs.
A key benefit is its integration with many of the largest corporate travel booking engines, such as:
“Business travelers desire more trusted providers in ground transportation,” said Tony Bonanno, president of Groundspan, in a statement. “Groundspan bridges that gap for these travelers and the vendors they seek.”
Travelers and travel managers who use the Groundspan tools can now access Blacklane for their worldwide trips. Blacklane offers:
“We want to make it as easy as possible for business travelers to book reliable transfers worldwide,” said Sascha Meskendahl, chief revenue officer of Blacklane. “Groundspan is the link between corporate travel tools and Blacklane’s quality service, fair rates, and straightforward policies.”
About Blacklane: Blacklane is a global professional driver service that offers fixed and all-inclusive rates. Its state-of-the-art systems and a multi-lingual 24/7 customer service team coordinate tens of thousands of quality cars in real time. Clients can schedule rides on its website, mobile apps, or via distribution and channel partners.
About Groundspan: Groundspan is an innovative ground transportation technology company focused on developing an ecosystem for booking and managing global ground transportation services part of the corporate travel itinerary. Groundspan focuses on developing applications to easily book reservations for executive sedan, limousines, van, taxi and SUVs. Groundspan’s proprietary ecosystem enables a corporate employee an efficient way to view, compare, and book ground-related services. Groundspan offers its ground travel management solutions through its relationships with major online travel booking portals, corporate travel departments, and major travel agencies across all major GDSs. Information: www.Groundspan.com; info@groundspan.com.
Source: Groundspan press release
Related LCT article: Addison Lee Adds Groundspan Booking Tools
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How connected are you to your corporate travel managers, destination management company executives, and other travel and hospitality transportation planners who send business your way?
“We all use buzz words like ‘cultivating the relationship’ but the truth is, operators really need to stay connected and listen to their corporate buyers to continue to earn their business,” says Dana Devine, a veteran corporate event planner and special operations expert.
Open Lines
Devine emphasizes today more than ever operators need to keep the communication channel wide open because of the changing face of the travel and event industries.
“The stakeholders are changing due to more diversity in the workforce and Millennials taking over from the old guard,” Devine says. “You need to get in there to tell them what you’re all about, what new services and amenities you offer, what technologies you are using, and tell them what your business model will look like in the years ahead.”
Although telling your story and staying in touch with your travel managers is just good business practice, delivering impeccable service is crucial to maintaining your business relationships.
Mira Rosenzweig, director of Travel Services for KBB Partners, a New York City company that manages travel services for major global professional service firms, contracts with “asset heavy” transportation companies that own and operate cars, have global reach through affiliates, and abide by a strict set of rules. She says her corporate executive clients expect the highest level of service.
Although Rosenzweig’s company serves high-end corporate clients, her insight into private transportation service can benefit operators of all sizes who may need a reality check to reinforce what they expect and what they actually sometimes experience.
“Proper insurance, background checks, and random drug testing — not just on the first day of work — are all requirements, including their affiliates,” Rosenzweig says. “We also require drivers to sign non-disclosure agreements because our clients are bankers, finance executives, and lawyers who are working in the back of the car on their cellphones. We won’t let them get into an Uber and we don’t work with operators who allow their drivers to work for Uber. We want professional chauffeurs because we want our clients to be safe.”
In addition, Rosenzweig expects her transportation providers to have the technologies for seamless billing (“I don’t want to see a spreadsheet that has errors”) and also have the ability to collect and pass on data during the ride on vehicle locations and arrival times. “In New York, it can take 20 minutes to go around the block, so if the driver alerts the client he is up the street, or stuck in traffic, he can walk a block to the car. Time is money for our clients.”
For Devine, the basics should be a “no brainer” for operators. “From a liability standpoint and duty of care, we need to work with reputable transportation companies that have the proper insurance, registered vehicles, knowledgeable drivers, and are safety conscious. It’s the duty of care that we are responsible to provide to our clients.”
Pet Peeves
“If something goes wrong with the transportation service for my clients, they look at me as the one at fault,” says Carri Tovsky, president of Global Tour Connection, a Philadelphia, Pa.-based destination management company.
Tovsky points out small things can add up to jeopardize a transportation contract. “We notice if a bus is dirty or a driver is friendly or not and has a sloppy appearance. Remember, the driver is the first point of contact our clients have with our transportation service, so it reflects on us,” she notes. “I’ve seen drivers wearing old black suits with dandruff on their shoulders who just finished smoking or eating, or scribbling a name on a piece of paper at an airport pickup. That shows they don’t care. I even had one driver who said he didn’t know where he was supposed to go out loud in front of clients. They should never speak in front of clients like that.”
Rosenzweig adds, “One of the hardest things is communicating with dispatch. We know things can go wrong because there are so many variables with car service — an accident, snowstorm, flat tire, or even a passenger telling the driver to take another route and the driver gets blamed if late, etc. But we need dispatch to keep us informed of problems.”
One particular and important pet peeve Rosenzweig points out is when chauffeurs don’t review client profiles before the pickup. “If the client likes seltzer water instead of bottled water, it should be provided, or if the client prefers to open his own door, or if the client has a problem with a trainee sitting in the passenger seat, or if a client wants to be picked up at an airport departure gate because it’s faster to exit, the chauffeur has to know these things because our clients are paying for, and expect, customized service.”
Rosenzweig stresses it’s important for chauffeurs to know how to “read” people, so if they want to chat, fine, if not, they should understand that and be quiet.
When managing ground transportation for a large event, Devine is all about pre-planning to make sure all goes smoothly. For example, she notes an example where she was contracted to manage a week-long event in Florida for CEOs from all over the world.
“I negotiated a transportation contract with a New York-based limousine company sales guy. The problem is the guy in New York who sounds great is done with it once the contract is signed. The person I needed to be handed off to is one who will be on site servicing the event in Florida. That’s the person I need to talk to, to make sure it’s their top guy and we establish a relationship because I can’t afford to have a bad experience with a high-level event.”
Tech & Personal Service
Devine reinforced the growing importance of limousine companies using technology to work with corporate travel managers. Understanding the competition from on-demand TNCs, she advises operators having a mobile app is important, not so much to compete with TNCs, “but for last-minute travel arrangements and for contingency planning.”
“We need to know that so we can go to our clients and let them know we have backup if something goes wrong. Sure, on-demand isn’t your business model, but it’s a good selling point if you provide it. This way, you’re on our radar if needed,” she says.
Rosenzweig adds, “I have noticed more limousine companies using more technology in 2016 — mobile apps, text messaging alerts, onboard data collection, billing — and they need to educate corporate travel managers about new services they offer because it makes a difference. It shows they are keeping up with the travel industry and our clients.”
Devine cautions, “Technology is great, but I see a shift back to personal service. Sure, I can go on to a website, fill out a form, and book a ride, but I think people want that personal contact, that personal service. For example, when I call with a problem, I don’t want to suffer through nine prompts. I need one phone number and one contact to deal with and take care of the problem.”
— Tom@LCTmag.com
Editor’s Note: Dane Devine and Carri Tovsky participated in a panel session (Corporate Travel Manager: Panel: Meet the Buyers) held Nov. 14, 2016 at LCT-NLA Show East in Atlantic City.
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WEST HAVEN, Conn. — When avoiding collisions, chauffeurs must be able to think fast and react even faster. On the early morning of Feb. 10, Andrew Okoski, a chauffeur working for Hy’s Limousine Worldwide Transportation, was driving a pregnant woman to JFK airport when they narrowly avoided a snowplow and truck crashing on the Van Wyck Expressway. Thanks to his actions, they managed to not be the third vehicle in the accident…but that’s not the end of the story.
Okoski didn’t just save her life, but also one of the driver’s involved in the accident as well. “While my first thought was to save my limo and client, I wanted to make sure the other two drivers were safe,” he says. After ensuring the plow driver was awake and alert, he walked over to the truck driver and noticed he was unconscious.
After going back to get the plow driver to help him, both worked to rescue the other driver. “There was diesel leaking all over the place,” Okoski explains. “I broke the glass of the windshield of the truck, cut his seatbelt off, pulled him out, and dragged him as far away from the vehicle as quickly as possible because we weren’t sure if it was going to explode.”
Okoski waited for the passed out driver to come to, told him to have a good rest of his day, and left with his client to make it to the airport. Incredibly enough, she made her flight on time.
Before he became a chauffeur, Okoski served in the U.S. Marine Corps and was a taxi driver; he’s been working for Hy’s Limousine for about a year and a half. When asked what made him go back for the other drivers, he says, “I guess some of [my military training] is still inside of me.”
Matt Levine, the owner of the company, said he wasn’t made aware of the situation until way after the fact, which he says is a credit to Okoski.
“What really amazes me is you don’t think many chauffeurs would go out of their way to do something like this,” Levine says. “We only found out about it because the dispatcher was aware of the accident. When [Okoski] came back, he didn’t say much, so we didn’t really think anything of it. However, when we contacted the client to make sure everything was alright, she was the one who alerted us to what happened. It’s very possible he saved that man’s life.”
While Levine believes many operators think finding and retaining good chauffeurs is a difficult part of the job, he says this event reveals some are really amazing people.
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ORCHARD PARK, N.Y. — For the last three years, industry vehicle seller David Bastian has challenged himself to promote his dealership and the industry’s top trade show in an entertaining way.
Just released Feb. 22 is his latest creative attempt, a mock movie trailer with a brief storyline about embracing the new 2017 Lincoln Continental sedan while invoking the International LCT Show theme of “Embrace The New.”
The video was professionally shot by movie director-producer Peter McGennis, head of Galora productions, who does TV ads for Towne Livery where Bastian works as commercial sales manager.
In the video, the Continental talks to Bastian about embracing the new and ditching his typical routine. It’s an apt illustration of how the chauffeured transportation industry has awaited a luxury sedan it can be as excited about as the former Lincoln Town Car, retired in 2011.
“Look how many operators have bought the Continental in last six months,” Bastian told LCT. “It’s the hottest vehicle in the industry. The car in many ways does talk to you, even if you’re not ready to buy one. It’s new, modern, and tremendous for the industry.”
While the Continental has captured the industry’s devotion, the Lincoln MKT Town Car, a crossover model that debuted to the industry in 2012, still attracts robust sales, Bastian said. In fact, MKT sales have been increasing of late.
“There were people in 2012 who did embrace the new when a sedan was replaced with crossover, but there was a big part of market that didn’t embrace it,” Bastian said. “Those people found other products to buy. What I’m seeing is people who left are coming back now and embracing the new product because this is more of what they had in mind for their business. There are just people who have a need for the sedan.”
“There is still a strong niche market for the MKT,” Bastian said. “The Continental has not eliminated the MKT. It just speaks to a different crowd.”
Co-starring in the video, partly shot at Bastian’s home, is his pet dog, Ella, a Chihuahua mix. Ella has been on camera before when featured locally on a news story and her journey to Buffalo. The Bastian family adopted her after she was rescued from West Virginia.
Special Offer: Lincoln Limousine & Livery Vehicles is offering $1,000 show cash to interested buyers of the 2015-2017 MY Lincoln MKT, MKS or Lincoln Continental, from Feb. 20 — April 3. Attendees who test drive the Continental at the Show received a free Lincoln umbrella, while attendees visiting the Ford/Lincoln exhibit can get a free drawn portrait.
RELATED LCT ARTICLE: Towne Livery An Evangelist For The Lincoln Continental
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