DENVER INTERNATIONAL AIRPORT TAXICAB OPERATIONS HERALD HENSLEY DIRECTOR OF PARKING AND TRANSPORTATION

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1 DENVER INTERNATIONAL AIRPORT TAXICAB OPERATIONS HERALD HENSLEY DIRECTOR OF PARKING AND TRANSPORTATION SEPTEMBER 2017

2 DEN TAXICAB OPERATIONS History of Taxicab Operations at DEN Driver and Customer Experience Options to Improve Taxicab service RFI Response Summary Problems DEN needs to solve 2

3 HISTORY OF TAXICAB OPERATIONS AT DEN Prior to 2008 DEN operated under an Open System No daily taxicab limits 4-5 hour wait times 1-2 trips per day Overcharging of customers Trip refusals High stress among drivers Holding lot infrastructure stretched to limits 3

4 HISTORY OF TAXICAB OPERATIONS AT DEN Percentage allocation implemented 2009 based on PUC Permits Allocation of taxicabs increased from 201 in 2009 to 359 in 2017 July 2016 Policy changed at the PUC Taxicab companies were authorized an unlimited number of taxicabs Taxicab companies have increased from four in 2009 to eight in th company under review by the PUC 4

5 TAXICAB OPERATIONS AT DEN: 2014 TO 2017 Trips per driver have decreased due to rail service, Uber, & Lyft 5

6 THOUSANDS TAXICAB OPERATIONS: 2014 TO : TNC S PERMITTED TO OPERATE IN NOVEMBER 700 TNC Taxi 2015 TNC Jan-June 2017 Taxi 2014 TNC 2014 Taxi Taxi 2016 TNC 2015 Taxi TNC 2015 TNC 2016 Taxi Jan - June Taxi Jan - June 2017 TNC Jan-June Taxi 2014 TNC 2014 Demand for taxicabs has decreased due to public transportation, Uber & Lyft 6

7 DRIVER AND CUSTOMER EXPERIENCE The decrease in trips has adversely impacted drivers: Each driver is serving fewer passengers and waiting longer to do so Customers are experiencing deteriorating service 35% of locals 63% of visitors would consider a taxi for arrival or departure at DEN Customers are using taxicabs less, and have cited cost and quality of service as reasons: Responses to a July 2017 survey indicated that passengers were using taxicabs less due to cost, reliability, convenience, driver quality, and vehicle condition, particularly as compared to Uber and Lyft Compared to 12 months ago, would you say you are more or less likely to use a taxi to travel to or from Denver International Airport? 31% 3% Locals 65% More likely to use this option Less likely to use this option 21% 9% 70% Visitors No change in preference 7

8 ADDITIONAL IMPACTS TO TAXI OPERATIONS April A-Line train began service to DEN from Union Station Offsite parking concessions have increased from four to six locations 8

9 OPTIONS TO IMPROVE TAXICAB SERVICE The airport has sought the industry s input to develop options: In October 2016, we surveyed all Denver metropolitan taxicab companies In June 2017, Request for Information (RFI) responses were received 9

10 RFI RESPONSE SUMMARY What programs, should DEN consider in order to achieve its goals: Open system Establish stricter requirements for taxicabs working at the airport Modified open access system. Allow any licensed taxicab, with some parameters, to provide service Rotation system allow taxicabs to serve the airport every nth day Concession contract award concession to 1, 2, or 3 companies Examples of other recommendations: Coordinate closely with DEN taxicab companies, key stakeholders, and Visit Denver Virtual queue electronically monitor sequence of waiting vehicles, even waiting off airport 10

11 RFI RESPONSE SUMMARY Require at least 5 percent of the taxicab fleet to be ADA compliant and drivers trained Require customer service training for all driver and provide enhancements to exemplary drivers Develop phone and web portal-- schedule automated messages to drivers Require cabs to have smart meter providing area information to locate attractions Use geo-fencing technology to designate specific destinations or a radius around the airport to designate short trips designations Create separate short-trip program and short-trip queue line/short-trip hold lot 11

12 PROBLEMS DEN NEEDS TO SOLVE Enhance customer service Better quality vehicles accept chip credit cards securely, uniform appearance, higher percentage of alternative fuel/hybrid vehicles to reduce emissions improved safety Drivers trained in customer service, local region attractions, etc. Eliminate trip refusals by drivers Assure adequate supply of cabs during peak events and inclement weather conditions Minimize response time for customers seeking ADA vehicles Provide ability to balance customer demand for taxicab service with supply of vehicles improve number of trips made by drivers 12

13 PROBLEMS DEN NEEDS TO SOLVE Reduce proportion of deadhead trips (improve air quality) Improve the infrastructure for handling taxi cabs, including future replacement of the holding lot building; creating an automated dispatch system; and improve the dispatch queuing area 13

14 RECOMMENDATION City and County of Denver is in the process of weighing possible options for a final decision 14

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