Kansas City International Airport Case Study

Kansas City International Airport’s parking facilities include three garages, four large surface lots, and a valet-style shuttle lot comprised of over 24,000 parking spaces. Unable to manage a parking operation of this size, or compete with off-airport parking operations, the airport asked SP+ Airport Services to oversee necessary revenue control, financial reporting, and customer service upgrades.

SP+ Airport Services established the position of Revenue Control System Administrator to oversee financial reporting and information systems, and put in place structured requirements for internal shift audits and reporting. A cash drop system was created, as were improved security methods for cash counting and depositing of daily receipts. These procedures virtually eliminated the penalties for poor revenue control performance routinely assessed against the prior parking operation; and timely reports now provide a clear audit trail and detailed accounting of revenues and activity.

Our team also implemented a multi-phased marketing program to promote on-airport parking. The program started with a customer sweepstakes to create excitement and awareness, and that program in turn generated a parker database upon which a frequent parker loyalty program was built. That program has grown to include more than 18,000 members. Additionally, a valet-style parking facility was successfully opened in a location formerly operated by an off-airport competitor.

Increasing supervisory coverage and training programs contributed to measurable customer service improvements. SP+ Airport Service’s assumption of facility maintenance and management of large subcontracts allowed the airport to more efficiently allocate airport staff. These are the types of proactive initiatives that make us the national leader in airport parking services.