In today’s fast-paced world, even a seemingly simple service like a transfer can be a crucial component of a successful trip. For top executives and their assistants, however, arranging transfers often presents a unique set of challenges.
Z.Brothers spoke with Anna Gromova, President of the Association of Professional Assistants, to gain insights into this process. She shared her experiences with common issues encountered when selecting transport companies and identified the key criteria for choosing a reliable transfer partner.
This interview answers the following questions:
- What are the most frequent problems clients experience when booking transfers?
- What qualities make a driver a truly professional travel companion?
- What common mistakes made by transport companies are most frustrating?
- What criteria do those who prioritize time, safety, and service use to select a dependable carrier?
This interview provides a detailed look at the key considerations for personal chauffeur service, offering valuable perspectives on what truly matters.
- What are the most common challenges and mistakes transport companies make in the transfer industry, both in Russia and internationally?
Anna: Our community of over 500 professional executive assistants deals with these challenges daily and is eager to share their insights. Generally, transfer service users face several key issues:
- Lack of punctuality – delays due to traffic, inefficient logistics, or unforeseen circumstances such as road work or inclement weather are common. It is especially critical when there is no information from transport companies right on time, which prevents prompt consideration of alternative solutions.
- Low quality control – insufficiently experienced drivers, poorly maintained vehicles and lack of basic amenities for executives, such as bottled water or phone chargers.
- Communication barriers – late notifications of delays and difficulties establishing contact between drivers and clients.
- Opaque pricing – hidden fees and unjustified price surges during peak demand are frequent complaints.
- Security issues – insufficient driver background checks, lack of privacy safeguards, and the potential risk of using unlicensed carriers are serious concerns, particularly in certain regions.
These challenges are compounded globally by:
- Language barriers: especially prominent in Asia and Africa.
- Varied Service Standards: Europe tends to have stricter service standards, while other markets may be less regulated and more unpredictable.
- Reactive Communication: Problem resolution often only occurs after a formal complaint is lodged, rather than proactively addressing potential issues.
- Describe the ideal driver for your boss.
Anna: The ideal driver for a CEO is a discreet partner whose work is seamless and unnoticed when performed flawlessly.
A professional who thinks one step ahead
He knows the city but doesn’t blindly rely on GPS; he avoids traffic before it arises.
He drives smoothly, minimizing jarring motions, even in heavy traffic.
Ready for an emergency: if there is a snowfall or an accident, the driver acts clearly, without panic.
Creates comfort without reminders
In car salon: cleanliness, neutral scent, temperature “as usual”.
Charging, Wi-Fi — everything works without any questions.
Remembers small habits: for example, that the boss likes silence or, on the contrary, the news in the morning.
You can rely on him
He never discusses what he hears in the car.
If the schedule is disrupted, he calmly suggests alternatives.
Always in touch: if you need to change your route urgently, he responds instantly.
The main thing is that he’s part of the team. His job is to make sure that the road does not distract your boss from business.
- What aspects of working with transportation companies are most frustrating?
Anna:
- Irresponsibility: this includes situations where a Mercedes E-Class is promised, but a Kia Optima arrives instead, with the excuse that “the Mercedes broke down.”
- Ignoring details: overlooking specific client needs, such as forgetting a child safety seat or a meeting sign, is a common annoyance.
- Lack of proactivity: failing to warn about traffic or suggest alternative transportation options when a flight is canceled demonstrates a lack of foresight.
- Shifting responsibility: excuses like “that’s not our driver” or “the dispatcher made a mistake” are frustrating, especially when no solutions are offered to fix the situation.
- What are the three main criteria you use when choosing a particular transportation company?
Anna:
- Reliability – firm guarantees regarding punctuality, the availability of a backup fleet, and 24/7 operational support.
- Transparency – clear, fixed pricing (without unexpected “additional charges” for nighttime service or traffic delays) and a straightforward contract are essential.
- Service – well-trained personnel, the ability to track vehicles in real-time, and flexibility in accommodating requests are highly valued.
- Bonus: Customer loyalty programs, such as volume discounts or complimentary waiting time for delayed flights, are a welcome addition.
While “technically ideal” carriers are rare, the companies that are quickly at resolving problems and the ones, who keep their finger on the pulse of the customer, ultimately prevail.
