Case Study: Gold Coast Airport Taxi Rank
Client: Gold Coast Airport
Location: Gold Coast, Queensland
Sector: Aviation
Background:
When Wilson Security took over the contract for managing the taxi rank from the previous operator at Gold Coast Airport, the airport faced a number of challenges, including customer complaints, both directly and via social media, regarding the taxi rank service.
Complaints varied from instances of poor customer service to taxi queue cutting. These issues could create a negative first impression for arriving passengers, potentially harming the reputation of Gold Coast Airport.
Solutions Implemented by Wilson Security:
- Taxi Rank Management: Wilson Security provided a Taxi Rank Supervisor seven days a week, from 6:30 AM to 10:30 PM. The supervisor maintains order, assists customers, and reports inappropriate behaviour by taxi operators.
- Incident Reporting System: Wilson Security developed a digital portal for incident reporting, which includes capturing details like the issue, date, time, taxi number, and service provider. Reports are automatically sent to Wilson Security, the airport's ground transport manager, and Transport and Main Roads (TMR) for further action.
- Collaboration with Authorities: Established a relationship with Transport & Main Roads (TMR), allowing incident reports to be directly sent to them. This partnership ensures that taxi drivers' poor behaviour can lead to airport bans and potential consequences to their taxi licenses.
Outcomes:
- Reduction in Complaints: A significant decrease in customer complaints and social media backlash due to improved management and accountability of taxi operators.
- Improved Customer Experience: Enhanced arriving passengers' first impressions, better customer service, and orderly taxi operations.
- Increased Efficiency: More efficient taxi rank operations with clear consequences for inappropriate behaviour, including a seven-day ban for taxi drivers who refuse fares.
- Safety and Order: Mitigated unsafe practices and disorder issues at the rank, ensuring a smooth and safe operation.
Results:
- In 2023, Wilson Security submitted 233 individual taxi rank incident reports to TMR and Gold Coast Airport Ground Transport for further action.
- Significant improvement in customer satisfaction and operational efficiency at the taxi rank.
Testimonial:
"At Gold Coast Airport, our Wilson Security Taxi Supervisor stands out as a beacon of reliability and professionalism. Their unwavering commitment to efficient operations and exceptional customer service ensures a seamless and pleasant experience for our passengers. We value their dedication and expertise, making every journey through our airport a smooth and enjoyable one."
- Zoe Nolan, Commercial Manager Parking and Ground Transport, Queensland Airports Limited
"Our management of the taxi rank has dramatically improved the service. Complaints have decreased significantly, and customers now receive a better, smoother service. Our collaboration with Gold Coast Airport and Transport and Main Roads has been particularly effective in holding taxi operators accountable for their actions."
- Daniel Ferguson, State Operations Manager
Our Chief Customer Officer, Carly Povey, is bringing the Wilson Security vision to life for our aviation strategy.
"The role our team play at Gold Coast Airport is critical, often being the first or the last person customers see. Our focus is to play a key role in delivering the best customer experience possible, at a time that can often be stressful for travellers. Whilst safeguarding our customers is core to our purpose, we believe safety and customer experience can and should go hand in hand.
We are incredibly proud to represent Gold Coast Airport and I would like to extend my thanks to the airport team for partnering with us, and the Wilson Security team at Gold Coast Airport for their commitment to positively shaping the future of airport experiences”.
- Carly Povey, Chief Customer Officer
Conclusion:
At Wilson Security, we are committed to high-level customer service guided by our values of Care, Integrity, Accountability, and Innovation. Committed to excellence in every aspect, our approach is rooted in genuine concern for those we serve - prioritising honesty, transparency, and trust.
Our proactive approach, excellent customer service and collaboration with relevant authorities have successfully addressed the challenges at the Gold Coast Airport taxi rank, leading to a better customer experience and a more efficient and orderly operation.
We will continue to uphold these standards and strive for continual improvement to ensure the safety, satisfaction, and convenience of all airport users.
Written by Jaime Kendler-Arnold
