Fairness for passengers

The Charlottesville Daily Progress
Published: May 23, 2008

What’s fair?

l Cab drivers shivering in the cold?

l Cab drivers running their engines for hours at a time to keep warm — but burning expensive fuel and adding to air pollution?

l Cab drivers staying warm inside the airport terminal — but being away from their taxis when passengers need them?

None of these may be fair. But what’s fair to passengers may carry more weight than any other consideration.

The Charlottesville-Albemarle Airport board approved new rules for taxi drivers that require them to stay within 15 feet of their cabs at all times, except for short lunch and bathroom breaks, and prohibit them from “loitering” in the lobby.

The rules also set a stricter dress code.

They were worked out during a six-month process that included meeting with some of the taxi drivers and revising the proposal, said Barbara Hutchinson, the airport’s executive director.

Sounds like the board did its best to balance concerns.

One of the catalysts for the new rules came from some of the drivers themselves. Cabs queue up to take passengers from incoming planes, and drivers are supposed to wait their turn for fares. If drivers instead are in the terminal, they may solicit passengers before the passengers even make it to the cab stand — in essence, jumping line.

Some passengers also have complained about some drivers’ behavior, airport officials said.

The new rules banning drivers from the airport lobby are an attempt to regulate this problem.

The regulation creates new problems, though. Because Charlottesville is not a high-volume airport, drivers sometimes wait for hours for a fare. The new rules now require them to wait outside even in the wintertime. Their choices are to stay cold or to run their engines and heaters to stay warm.

Ms. Hutchinson said cabbies should be prepared to do business when customers are ready. Drivers can come inside to socialize or stay warm, but first they should park elsewhere — not in the cab line. If they are parked at the cab stand, they should be on duty.

“Customers expect that, if they go to the airline counter or the rental car counter, someone is there and ready for business. That’s how we want the taxis to be.”

Of course, car rental and airline ticket personnel work indoors.

The airport needs cabbies on its team; it can’t afford to alienate them. But it also needs them to be professional in both conduct and appearance.

As the area has grown more upscale, expectations in these areas have increased, and the airport has sought to raise its standards — and those of its cab drivers.

The airport wants to provide the best service possible to customers — that’s where its livelihood and success come from. Customer satisfaction must be highly valued.

Fair enough.