Maryland Aviation Administration and First Transit:The Maryland Aviation Administration needed a contractor with demonstrated experience and thorough knowledge of airport shuttle service for the Baltimore-Washington International Thurgood Marshall Airport (BWI). This not only required a seasoned management team but exceptional customer service, quality maintenance practices, and high level of community involvement through DBE/MBE contract participation. BWI serves over 5 million passengers annually, with swells during peak service periods.
Honored to be Ranked #1 in Service
First Transit put together a plan to show commitment to BWI and recommended variation in operational hours, weather and crisis events and peak transportation periods. We also suggested relocating the entire shuttle operations and monitoring customer service through a third party vendor.
First Transit has met or exceeded all contract goals and objectives with superior results. We now shuttle passengers to and from some 35,000 parking spaces in six different lots. We successful relocated the shuttle operations and 200+ employees from a trailer holding lot to the new Hilltop Lot. Our customer service is tracked by minority contractor Simon and Simon, Inc. via the monthly “Mystery Rider” evaluation program. Results of these service appraisals are consistently at 98.6%. First Transit operates a fleet of 60 passenger service vehicles and maintains every vehicle to the highest standards.
In 2011, the Baltimore – Washington Thurgood Marshall International Airport receive the honor of being selected as the “Number 1 airport in the world for services among airports of its classification.”