A city of Atlanta audit found Hartsfield-Jackson International Airport officials could do more to monitor customer service and enforce performance standards in the parking operation, as well as cut its costs and increase revenue.
Hartsfield-Jackson's parking generates more than $117 million in revenue annually, and it is the largest single source of revenue at the airport. The airport is in the process of rebidding its parking contract, currently held by Standard Parking.
According to the audit, about 72 percent of airport parking contract provisions are enforced.
A one-month review of customer complaint logs found 8 percent of complaints were related to customer delays when exiting parking, the audit found. Exit delays are not supposed to exceed five minutes and processing time is not supposed to exceed 30 seconds per vehicle, but one customer reported a delay of more than 30 minutes, according to the audit.
The airport periodically checks for delays, but the audit report said there was no documentation to support the observations.
In response, airport spokesman Reese McCranie said many of the recommendations will be addressed in the new contract, including performance standards. He also said the airport has hired additional staff to monitor contract compliance and document violations.
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