How To Find A Lost Client At A Big Airport

Jim Luff
Posted on December 23, 2014
I have often coached dispatchers on how to facilitate meetings at the airport. You know, one passenger in one airport with 50,000 other people there at the same time and you have to find them. It’s even more intense during the holidays with so many travelers.


The advent of cell phones has certainly eased the effort but it still happens where a passenger and chauffeur can't seem to find each other. I have seen new dispatchers give the chauffeur the simple instructions of, “Pickup at LAX.” Really?  Where? What terminal? What airline? I quickly realize they have never been to a large airport and have no concept.

So, when it does happen, I have seen dispatchers respond using two different methods.  The preferred method is to get the chauffeur and the client on two phone lines and patch them together. The alternate method requires a very odd dialogue. The chauffeur is called from the dispatcher's cell phone while the client is kept on the line. Then, it begins, "What are you wearing"? "What color is your suitcase?”  "What are you standing near?” And the chauffeur is asked the same questions, minus the suitcase of course until the two of them see the other or think they do when the command is given to wave at each other. Then, just like that; the face in a crowd is found.

Related Topics: airports, chauffeur behavior, client greetings, customer service, difficult clients, dispatching, Jim Luff, Shop Talk blog

Jim Luff Contributing Editor
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