In the fourth quarter of this year, we will launch a web-based app to provide greater flexibility booking AAR trips with immediate confirmation. This will help satisfy demand for those customers who want to book their own trips through a mobile app or the website. The “where’s my trip” function will allow customers to log into the site one hour before their scheduled pickup time, see the current location of their ride and receive continuous ETA updates as the vehicle approaches. Given that the majority of our customers today continue to be dependent on our AAR dedicated carriers and our broker (black car) service, we are very focused on making these services better. We have heard your concerns and have already implemented some critical changes.
This is the beginning of a process that will transform AAR service so that every one of our customers receives the travel options and customer service they deserve. We will keep you updated on our progress as we modify the following aspects of our business:
AAR Vehicles:
• Re-train AAR drivers on proper customer communication
• Introduce 400 new vehicles to replace older fleet
• Ensure schedules focus more on shorter ride times and better on-time performance
• Assign fewer trips to underperforming carriers
Brokers (Black Car):
• Introduce accessible trips
• Install GPS on 100% of vehicles
• Provide door-to-door service for customers requiring assistance
• Improve driver/customer communication and make vehicles easier to identify
• Implement a Broker Team to conduct quality assurance checks daily to ensure compliance with our standards
Navigating through New York traffic is challenging, so we are looking to leverage the latest technology to focus on improving schedule adherence and providing our customers with the most up to date information about their trip.