Vehicle Rental Kiosk Operation and Management Services

The Vendor is required to provide to ensuring that vehicle rental services enhance the overall passenger experience, reflect positively on the airport’s brand, and operate in a manner that is commercially sustainable, safe, accessible, and aligned with comparable state regional airport standards.
- Must provide a clearly posted direct phone line, intercom, or digital access point for immediate customer assistance from an employee when staff are not present.
- Passengers and Airport customers shall be acknowledged within five (5) minutes of presenting at the counter.
- A formal customer service plan must be established to ensure timely resolution of customer concerns and complaints.
- Must ensure that all staff are trained in accessibility awareness and the delivery of services to individuals with disabilities, in accordance with act.
- Must be in place to accommodate support persons and provide all public documents in alternative formats upon request, in accordance with act.
- All publicly posted signage, counter notices, and written communication materials must be bilingual in English and French.
- Trained and authorized staff must be physically present at the rental counter during all scheduled commercial flight arrivals and departures, including during irregular operations (e.g., delays or diversions).
- Staffing levels must align with peak periods (e.g., holidays, seasonal surges) to maintain service standards.
- All staff shall wear clean, branded uniforms or professional attire that reflects the company’s image.
- Staff must wear visible, Airport Identification Badges at all times while on Airport property.
- All customer complaints, whether received directly or forwarded by the Airport, must be acknowledged within two (2) business days and resolved or escalated within five (5) business days.
- Customer service and queue management training, provided by the Licensee.
- All public-facing signage and materials must be reviewed and approved by Airport Administration.
- All such materials must be bilingual (English and French) and consistent with Airport communication standards.