REPORT TO THE CITY COUNCIL
April 25, 2019
FROM: KEVIN R. MEIKLE, Director of Aviation
Airports Department
SUBJECT
Title
Approve the First Amendment to Service Agreement between City of Fresno and Flight Services & Systems, Inc., to extend the current agreement for the Customer Service Ambassador Program at Fresno Yosemite International Airport. (Council District 4)
Body
RECOMMENDATION
Staff recommends Council authorize the Director of Aviation to execute the First Amendment to Service Agreement (Amendment) with Flight Services & Systems, Inc. (FS&S), an Ohio Corporation, to continue providing personnel at Fresno Yosemite International Airport (FAT) to serve as Ambassadors of the City of Fresno and Advocates for Travelers for an amount not to exceed $150,000.00 for the life of the Agreement.
EXECUTIVE SUMMARY
FAT's Ambassador Program, which began in 2016, provides an added presence in the Terminal to help facilitate a positive traveling experience. The Amendment will enable FS&S to continue providing support services to the traveling public at FAT. The extended term of the Agreement is for an additional three years with two one-year options, for a total of five years. The program is part of the airport's commitment to enhance services for the traveling public and is timely with the peak spring and summer travel seasons.
BACKGROUND
While the airlines remain the primary point of contact for passengers, ambassadors have an added presence in the terminal during peak flight times. The ambassadors work closely with airline personnel to assist passengers with resolving matters such as facilitating contact with their airline and helping to navigate the airport and the travel process.
The ambassadors have airport specific training to complement their customer service backgrounds, and are multilingual, which enhances their ability to communicate and assist passengers and guests. Identifiable by their blue vests and "How Can I Help?" button, ambassadors...
Click here for full text