| rev:text
| - I've been using this service since it started 2 or more years ago. For the first year or so, it was excellent and deserving of a 5 star rating. At $10/day, the level of convenience and customer service delivered was an extraordinary value that I found easy to justify to myself and to my company. The business delivered a premium parking experience at a modest price; in other words, the value proposition was very strong.
Full disclosure: I'm a frequent business flyer who has traveled weekly for many years. The business valet was a huge improvement over the daily garage or satellite lots (to be honest, the best parking experience ever was the old Remote lot...RIP.)
However, as the construction got worse around the airport, and word got out about the Business Valet, the service has degraded to the point where I use it only when running late. It seems like it was a victim of its own success. It also seems like the management was not able to handle the service past a certain level and has been struggling ever since. Their processes and systems were built to handle the initial load, but at some point, could not keep up with the upsurge in growth and volume. As the price was still $10/day, I found it difficult to go back to self-parking.
Earlier this year, after the airport commission fiasco, CLT raised the rates at all it's parking facilities. The airport also changed the company that was managing the service. My sincere hope was that the rate increase would shed traffic from the business valet and, along with the new management, restore the customer service back to it's original levels.
Sadly, it's now May and though the traffic seems a bit lower, the customer service is still awful. Last night I started calling with my claim number from the plane. The phone rang and rang and rang with no answer. I tried back a few times and was finally greeted with a rushed rude voice. Making my way out to the curb, I joined dozens of others waiting for the shuttle bus. When the 10 passenger bus pulled up, I was fortunate to get on.
Arriving at the facility, we had to wait in yet another line to pay. While waiting, the phones were ringing and not being answered; I sympathized with the frustrated callers on the other end.
After paying, the clerk ventured off for the minutes long and fruitless search for my keys. I was then told my car was still being retrieved...despite a full 15 or 20 minutes passing since I called for it.
As I waited on the sidewalk for my car to be found and brought around, I swore to myself as I have for a year now that I wouldn't use this service again. It's definitely nowhere near the value it once was. It is not a premium or even an above average level service. It's now a mediocre service at a premium price.
The employees themselves are friendly and hard working. I see this as a management failure more than anything. They lack the experience to implement the proper processes to run the business as it should be. They've lost sight of why customers would choose this service over self-parking. Hint: It's about the experience.
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