Minority Limo Group Names Jagiela To Leadership Post

The Minority Limousine Operators of America (MLOA) said Sept. 28 it has named Philip Jagiela, a former NLA executive director and current administrative head of multiple state associations, as its new director of sales and marketing.

Jagiela succeeds executive director, Dr. Yvonne LaMar, who resigned her position, which she held for three years. MLOA President Maurice Brewster (Mosaic Global Transportation) said Jagiela’s appointment is effective Oct. 1.

“We are sad to confirm and announce Dr. Yvonne LaMar has given us her letter of resignation and effective immediately, is no longer associated with the Minority Limousine Operators of America,” said Brewster in a statement. “Yvonne over the past three and a half years focused on the training and development of our membership.

“More specifically, Yvonne focused on certification training by conducting webinars.  She was responsible for our association winning the LCT 2016 Association of the Year Award.  We thank her for her service and will miss her.  Our entire board sends her best wishes for whatever lies in her future,” added Brewster.

Jagiela is a former Philadelphia-area limousine operator who served as executive director of the National Limousine Association from October 2012 to January 2015.  Jagiela also served for many years as President of the Philadelphia Regional Limousine Association before taking on the NLA role.

Since leaving the NLA, Jagiela has worked as executive director of the Florida Limousine Association, Virginia Limousine Association and the Colorado Limousine Association.

Keywords

executive changes   limo associations   Maurice Brewster   Minority Limousine Operators of America   MLOA   Philip Jagiela   Yvonne LaMar   

 

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Duke’s Limousine Treats Customers Like Royalty

HONOLULU, Hawaii — Most limo operators don’t just wake up one day and decide to provide luxury transportation. You either grow into it or get used to the idea, first. In the case of Brandon Tiet, president of Duke’s Limousine in Honolulu, providing outstanding customer service runs in his blood.

Humble Beginnings

The company was started by Tiet’s parents, Duke and Tanya. After starting off in the taxi industry, they decided on a limousine company. In 1994, they pooled their savings and bought two 100-in. Lincoln Town Car stretch limos.

At first, the couple ran the business from a small desk and rented out parking space for their two vehicles. Gradually, their clientele grew and they needed to find a headquarters for their company. Unfortunately, Duke Tiet was diagnosed with cancer in 2013 and died two years later. Brandon stepped up from his role as operations supervisor and took over as president.

Customers Come First

One of the things Brandon has learned while growing with his company is the importance of listening for what your customers need. You have to cater to their desires no matter how strange or silly.

“Sometimes we’ll get some pretty interesting requests, but we still go through with it,” Tiet says. “We stand by our customers, and unless it’s something that’s really pushing it or illegal, we won’t say no to them.” From dog airport pickups to early morning wake up calls, Duke’s Limousine tries to serve however asked.

The company’s clientele ranges from vacationers to business travelers and everyone in between. “Hawaii has become a pretty centralized meeting place in the last decade for foreign executives coming from Asia, because it’s the midway point between that continent and North America,” he explains.

When handling clients in Hawaii for a relaxing getaway, Tiet takes pride in his company doing all it can to welcome them. “Even if they just use us to book a ride to and from the airport, sometimes they’ll also call us to help them plan their vacation. We’ll spend time on the phone with them to give them suggestions.” In his view, he always has time to help a customer, no matter how big or small the job.

Can You Hear Me Now?

Tiet’s operation recently started taking advantage of the Zello app, a push-to-talk application for smartphones and tablets. It’s a cheaper way to set up different channels and talk groups for employees to contact one another during runs.

“It really helps bridge the gap in communication between our office staff and chauffeurs and makes things a lot quicker, especially when you have large jobs when you are trying to communicate with many different people,” he says.

Since everyone uses one channel, dispatchers can broadcast information with ease. The company’s operations have become more efficient because chauffeurs are able to beat Hawaii’s traffic problem. “Our dispatchers can broadcast traffic information to help chauffeurs avoid big traffic jams. They wear a headset so it doesn’t interfere with the client’s rides,” he says.

To help eliminate unnecessary chatter, the company also uses the Driver Anywhere app through Limo Anywhere. This allows chauffeurs to update reservation statuses as a ride progresses, log times such as “on location” or “customer in car,” process payments, obtain electronic signatures from clients, and log their trip related expenses.

What The Future Holds

The company is trying out the new Ford Explorer as a standard sedan. During their research, they’ve discovered customers like the ease of getting in and out of the vehicle and the amount of luggage space. So far, it’s succeeded.

“We are going to see how it does over a six month period and then implement it as our standard sedan,” Tiet says. “The chauffeurs like it a lot more than the BMW 7 Series we run. It’s easier to put luggage inside and the cargo capacity is a lot better. These blow the Chrysler 300 out of the water.”

Asked for advice, Tiet suggests: “Drink a lot of caffeine.” Brandon’s passion for his work reflects his business philosophy: “Dream big and then strive to get there. Anything is possible, you just have to put your heart and soul into it. There will be ups and downs just like any other business, but you just have to keep working. Be dedicated to what you are doing.”

At the end of the day, he says his biggest success is hearing “thank you” and seeing his clients happy. “When they call up and commend a particular chauffeur for providing outstanding customer service or they tell us we did a wonderful job…that goes a long way. The chauffeurs really appreciate kind words. We’ve had clients send packages from back home in the states to chauffeurs they’ve had.”

Related: Hawaii Limo Service Impresses Clients With The Aloha Spirit

Keywords

apps   BMW   BMW 7 series   Chrysler   Chrysler 300   customer service   family businesses   Ford   Hawaii operators   Limo Anywhere   mobile applications   operator profiles   small-fleet operators   WebXclusive   

 

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New Jersey Operators Hit All The Right Hot Topics

LIVINGSTON, N.J. — More than 100 members of the Limousine Association of New Jersey (LANJ) and vendor supporters attended the association’s “Vendor Member Appreciation Day” luncheon and expo on Wednesday, Sept. 28, at the Cedar Hill Country Club.

LCT exhibited and raffled off a full complimentary conference and show pass to the upcoming LCT-NLA Show East, Nov. 13-15, at Harrah’s Resort in Atlantic City, N.J., won by Barbara Chirico, chairman, Gem Limousine.

The day also featured a “Hot Topics” panel discussion, moderated by LANJ President Jason Sharenow, and participants, Jeff Brodsly, Chosen Payments; Mark Leddy, General Motors Eastern Regional Fleet and Commercial; Chris McCrae, Karhoo; and Richard Ackerman, P.A. Post Agency.

Ackermen said Insurance rates are increasing for some operators, especially those who own party buses with perimeter seating and a dance pole that increase risk. Panelists also talked about the use of vehicle cameras that can help operators and insurers determine the circumstances and fault in an accident.

Ackerman is participating in a LCT-NLA Show East General Session panel: “State of Insurance in the Ground Transportation Industry,” that will be held Tuesday, Nov. 15 at Harrah’s Resort. The session will focus on what operators can do to make their companies more attractive and less risky to insurance companies. The panel, which is being moderated by Doug Schwartz, Executive Limousine and NLA Board of Director, includes: Mike Marrocoli, Capacity Coverage Co.; Matt Mushorn, Lancer Insurance Co., and Michelle Wiltgen, National Interstate Insurance Co.

Brodsly, Chosen Payments president and CEO, advised operators to be more diligent in avoiding chargebacks, noting it may be difficult, but chauffeurs should have clients sign a form at the conclusion of the trip and also make a copy of the client’s driver’s license, especially if the client is not a regular customer. He noted if there is documentation on each trip, then it’s easier to fight chargebacks because there is proof the customer signed-off on the trip.

Mark Lady, an executive with General Motors National Fleet Sales, updated operators on the Cadillac Division, noting it has relocated from Detroit to New York City, and has reorganized to focus on expanding its vehicle lineup in the near future intent on increasing Cadillac’s status as a top-tier luxury vehicle supplier for the industry with a wide array of new products.

Chris McCrae, vice president with Karhoo USA,  the new global on-demand private transportation comparison and booking app, updated members on the company’s plans to roll out its service in the U.S planned for the fourth quarter this year. McCrae told LCT the product is in beta testing with operators to ensure it’s bullet proof before its first U.S. launch in New York City. Future plans call for Karhoo to enter other high-volume travel markets such as Chicago, Los Angeles, Miami, and Las Vegas.

Karhoo first launched in the United Kingdom this year, and now has offices in New York, Los Angeles, Miami, London, and Singapore.

Keywords

Cadillac   fleet insurance   Jeff Brodsly   Karhoo   LANJ   limo associations   Limousine Association of New Jersey   new jersey   

 

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Will Uber Crash And Burn? Perhaps

Steven Hill thinks Uber has shaken up the taxi industry — or Big Taxi, as Hill calls it – in a way that’s been beneficial to many consumers.

And that’s about the nicest thing Hill has to say about the San Francisco-based transportation network company (TNC).

Otherwise, Hill  — who has worked at the think tank New America Foundation and written a book about the so-called sharing economy — sees Uber as a rule-breaking, tax-dodging, labor-exploiting, market-manipulating, law-unto-itself capitalist behemoth.

The Washington Post article here

Keywords

federal regulations   gig economy   industry regulations   regulatory enforcement   TNCs   Uber   

 

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New Jersey At Forefront Of Pushing For Safer TNCs

Despite the smart-phone app, Uber is just a car service. Riders must be assured that drivers have undergone complete background checks.

Companies such as Uber and Lyft have blazed a trail into the passenger service market so quickly that competitors such as taxis and limousines have lost significant portion of their customer base. As the 50-and-under crowd seeks the convenience of ordering a car with the push of a button, companies not embracing this evolution are losing ground.

Now after several years of near monopoly, it appears that the Uber honeymoon is coming to a self-imposed end.

NJSpotlight.com article here

Keywords

background checks   driver behavior   legislation   Lyft   New Jersey operators   regulatory enforcement   TNCs   Uber   

 

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Business Travel To Europe Expected To Grow

Projections call for business travel spending in Western Europe to increase 6.3% this year to more than $211 billion, according to a new report June 8 from the Global Business Travel Association. Next year, spending is expected to jump another 6.8% to $225.6 billion.

The report examines Germany, the United Kingdom, France, Italy, and Spain, which make up 70% of the business travel market in Western Europe. Germany and the United Kingdom are poised to make the greatest gains, with France and Italy expected to post the lowest increases.

Skift.com article here

Keywords

business travel   business trends   corporate travel   industry trends   international   

 

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Luxury Car Makers Spend More On Seat Designs And Upgrades

For years, the automotive seat has served as nothing more than an overstuffed chair with a few buttons on the side to supply some small level of comfort.

But with rising consumer expectations and auto-maker competition, the once lowly seat is now getting some much needed attention.

Wall Street Journal article here

Keywords

auto parts   luxury market trends   manufacturing   new sedans   onboard amenities   premium luxury sedans   seats   

 

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Uber Makes Foray Into Advanced Reservations

Uber is no longer only on-demand. Starting June 6, the company is going to roll out an option for customers to book a ride up to 30 days in advance.

The experiment is starting in Seattle and is, so far, limited to riders who have a business profile.The goal is to target those travelers who may be anxious about hailing an Uber at 4 a.m. for a flight or someone who needs to schedule an Uber to be there when they finish a meeting. 

Business travel is just the start, though, and Uber says it plans to make this feature available to all riders eventually. 

Business Insider article here

Keywords

business travel   corporate travel   on-demand service   reservations   Seattle operators   TNCs   Uber   

 

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Fined, Fired, And Price-Fixed: Uber’s Latest Headaches

Uber Fined In France For Running Illegal Transportation Operations With UberPOP: Nearly a year after suspending UberPOP in France, Uber will now have to pay a fine. A criminal court in Paris has sanctioned Uber for its UberPOP operations between February 2014 and July 2015. The court is asking for $900,000 (€800,000) — half of it is a suspended sentence. Two of Uber’s executives are also getting fined. TechCrunch article here

Driver Fired After Passenger Records Homophobic Rant: An Australian Uber driver has been fired after recordings emerged online of the man allegedly making homophobic slurs against a lesbian couple and threatening to “drag” them from the car. Cnet article here

Uber Denies Access To Harvard Startup That Compared TNC Prices: Uber on Tuesday moved to revoke a price-comparison app’s access to Uber’s open software, sparking criticism Uber was acting in contrast to its supposed ideals supporting competition. Boston article here

Uber’s Head Of Global Customer Support Leaves After Leaked Documents Revealed Shady Internal Practices: The head of Uber’s global customer support operations, Tim Collins, has left the company, multiple sources told Recode. The company-wide announcement comes just four months after leaked internal Uber documents showed upward of 6,000 emails with the subject line “sexual assault” and 5,827 emails with the subject line “rape.” Recode article here

Uber CEO Investigated Over Allegations Of Fraud In Price-Fixing Case: Uber must hand over documents to a New York judge investigating whether it hired private investigators that fraudulently sought information about its rivals in an antitrust case, according to a court ruling on Tuesday. US district judge Jed Rakoff is seeking to determine whether Uber instructed an investigator to lie in order to elicit information about Spencer Meyer, lead plaintiff in the antitrust lawsuit, and his attorney. The Guardian article here

Drivers To ‘Fine’ Riders Who Keep Them Waiting: Uber is extending a system in which drivers charge riders a “wait times” fee if they take more than two minutes to come to the car. The “fine” system – which is calculated according to how long the driver has to wait – has already been tested in New York, New Jersey, Phoenix and Dallas. This is separate to a cancellation charge – which ranges from $5 to $10 depending on the city – which would be added to the wait fee if the driver continued waiting a while for a no-show. BBC article here

Keywords

Australia   criminal incidents   driver behavior   duty of care   French operators   lawsuits   passenger safety   TNC travesty   TNCs   Uber   

 

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