Putting Customers First to Enhance Parking at Wichita Airport

Wichita Dwight D. Eisenhower National Airport (ICT) is a fast-growing regional airport, and parking is a central element of the passenger experience. As the airport grows and modernizes, ABM has been there every step of the way.

Challenge

Wichita Dwight D. Eisenhower National Airport (ICT) doesn’t have the same type of offsite parking competition as many other airports. Instead, passengers often choose to depart from nearby airports or to use ridesharing apps. As part of ICT’s efforts to attract more passengers and improve the airport experience, its leadership sought out a parking provider that could provide exceptional service and support.

Solution

Expert Parking Services from ABM

ABM has provided parking and shuttle services to ICT for more than 20 years. The contract includes dedicated onsite management and accounting as well as customer service representatives and shuttle drivers. ABM has also provided consultative support on operational issues, such as the construction and layout of new parking facilities and marketing tactics to attract new customers.

Putting Customers First to Enhance Parking at Wichita Airport

- Largest, busiest airport in Kansas
- #3 in USA Today’s 10 Best Small Airports 2020
- Completed a $200M renovation in 2015, including a $40M parking facility

One of the most impactful solutions that ABM provided was conducting a focus group to identify common customer pain points and strategies to address them. Some of these solutions include:

- Improved signage to ease navigation challenges in a newly built parking garage
- Better promotion of the value of ICT’s parking, such as its convenience, new facilities, safety, and cleanliness
- Implementation of a loyalty program for frequent parkers, which provides them with free and discounted services
- Reservation program that allows customers to reserve in advance

Because of the fast growth of the airport, modernization and future-proofing are important initiatives for ICT. Two of the primary focus areas for the airport are revenue control systems and electric vehicle charging stations. To simplify the process of evaluating and onboarding new vendors, ABM has facilitated presentations with vetted EV charging and revenue control technology providers. ABM has also discussed ABM Vantage with ICT, which can centralize parking data into an integrated system.

Benefits

As a trusted partner of more than two decades, ABM has helped ICT maintain high levels of service quality as its passenger counts have increased and its facilities have expanded.

- Positive results from the Frequent Parker Program, users totaling 1,400
- 5 years average employee tenure
- Positive feedback from focus groups enabled the airport to explore new marketing tactics and pricing structures.
- ICT doesn’t have to use its own personnel or engage another vendor for ad-hoc services like snow removal, which ABM performs.

About ABM

ABM (NYSE: ABM) is a leading provider of facility services in the United States and various international locations. ABM’s comprehensive capabilities include janitorial, electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, landscape & turf, mission critical solutions and parking, provided through stand-alone or integrated solutions. ABM provides custom facility solutions in urban, suburban and rural areas to properties of all sizes - from schools and commercial buildings to hospitals, data centers, manufacturing plants and airports. ABM Industries Incorporated, which operates through its subsidiaries, was founded in 1909. For more information, visit [ABM.com](https://www.abm.com).