ADDENDUM NO. 2 TO THE PROPOSAL DOCUMENTS FOR SERVICES RELATING TO CUSTOMER SATISFACTION. November 3, 2014

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1 ADDENDUM NO. 2 TO THE PROPOSAL DOCUMENTS FOR SERVICES RELATING TO CUSTOMER SATISFACTION November 3, 2014 The changes and clarifications in this Addendum No. 2 are hereby incorporated in, and become a part of, the Proposal Documents and Draft Agreement for the Services Relating to Customer Satisfaction for the Louisville Regional Airport Authority. Presented below are questions received pertaining to the Proposal Documents and Draft Agreement. The Authority s responses are incorporated into and become part of the Proposal Documents and Draft Agreement. Please see attached: Exhibit 2 3 rd Quarter 2014 Silent Shopper Report Clarification: In every instance where the Authority asks for a report, we also want the native file for the report. Question 1: If our interviewers/project managers have recently been badged at another airport, do they need to go through the entire process again (i.e. FBI background check) Answer: Yes. Question 2: Historical data - does raw data need to be input into data file (and therefore have ability to manipulate) or do you simply want historical figures included in report? Answer: Historical data can be included in report for comparison purposes. There is no need to input raw data. The historical data will be provided. Question 3: What is SDF total passenger count per quarter? Annually? Answer: SDF handled 3.4 million passengers in 2013 (1.7 million In/1.7 million Out). Q1: 386,424 Q2: 457,935 Q3: 420,536 Q4: 437,206 Question 4: Methodology Section 3.4a says "conduct arriving and departing surveys each Calendar Quarter via customer intercepts in the Airport in accordance with required quotas by arrival, departure, airlines, service and time-of-day to reflect each local airline's market share". What are the quotas for airlines, service and time-of-day? Answer: Intercepts should be collected in percentages roughly equivalent to airline passenger market share and equally spread throughout the day and on various days of week so that intercepts results are not biased by events on any one day or particular flight. It is expected that intercepts represent a sample size of a minimum of 250 arriving and 250 departing customers at a 95% confidence level and a 5% margin of error. Market share is included in previously supplied information. Question 5: In the past, were interviewers placed in fixed location(s), or moving about airport? What worked/didn't work with this process? 1

2 Answer: Interviewers were given the flexibility of moving about the airport at their discretion. Vendors in the past have used a combination based on passenger flow on the given day. It is important that we try to avoid biasing the data collection process by interviewing too many customers from one particular flight, one particular airline or one location. It is expected that interviews will be conducted in the landside and airside areas of the terminal to help avoid biasing the data collection process. Question 6: One of the questions of arriving customers is "What form of transportation did you use/plan to use to leave the airport today?" How/where was this data collected? Answer: Typically this information was collected in baggage claim or the area just outside of security checkpoint. The question should include plan to use.. Question 7: Exhibit 1 and 2 appear to be identical and relating to the customer intercept study not the silent shopper program. Exhibit 3 also relates to the customer intercept study. When/where can silent shopper program information be found? Answer: See proposal Addendum #1, October 28, 2014 Question 8: In the meeting, it was stated that shoppers are busy at the airport most weekdays. Are weekends acceptable? Answer: Yes. See answer to question #5. Question 9:. Under Methodology 3.4a (page GC2), what are the required quotas by a. Arrival? b. Departure? c. Airlines? d. Service? e. Time of day? Or are we to determine this? Answer: See answer to question #4 Question 10: Ground Transportation (pages GC3-4) a. Will there only be four quarterly reports for this particular survey and that no annual summary is required? b. Can we get a copy of this report, as page GC4 indicates that a sample of this report was to be provided at the Mandatory Pre-Proposal Meeting. Answer: a. Yes; b. see Addendum #1, October 28, 2014 Question 11: Under 3.5h (page GC3), can we get an example of the "Expanded Year-End Summary" that is described? Answer: The 2013 Fourth Quarter Report is Exhibit 4 to Addendum 2. Question 12: Under 3.3a (page GC4), are we required both to provide data and interpret whether GTS is operated according to Authority Regulations and agreements between the Authority and the round transportation providers? If so, what will we receive to enable us to determine whether or not the services are being performed to the required standards? Is it a straightforward checklist or will we need to interpret any existing regulations/agreements? 2

3 Answer: You will be required to conduct the survey, provide data and interpret the results. The Airport Authority will determine whether Ground Transportation providers are in violation of existing agreements or regulations. Question 13: Under 3.4a (page GC4), will we be allowed to see and/or utilize the standard form that Is currently in use? Answer: Survey questions are included in the Ground Transportation Silent Shopper Report for Third Quarter 2014 which was included in Addendum #1 as Exhibit #2. The questions are listed on pages of the report. Question 14: Under 2.Sd (page A2), can we get a better understanding as to how or in what format the required historical data will be provided? a. Additionally, the agreement indicates that historical data back through "2006" is to be incorporated but the sample report provided (Q314) includes historical data from 2009 forward. Answer: See answer to Question #2 Question 15: Can we get the contents for Exhibit 2 since what we currently have seems to be a duplicate of Exhibit 1? Answer: See Addendum #2, Exhibit #2 Question 16: There is, what appears to be, an apparent discrepancy between the "General Conditions" and the "Agreement" in terms of the reports that are required for the Customer Satisfaction survey; a. General Conditions refers to a "Quarterly Executive Summary Report" and an "Expanded Year- End Summary Report" (1 quarterly report and 1year-end report) b. The Agreement refers to a "Quarterly Detailed Report'', a "Quarterly Executive Summary Report" and an "Expanded Year-End Summary Report" (2 quarterly reports and 1year-end report) Answer: There will be a Quarterly Executive Summary Report and an Expanded Year-End Report. The Quarterly Executive Summary will include: an executive summary, arrival summary, departing customer summary, combined summary, additional services summary, an airline comparison, a description of findings, summary of written comments, listing of verbatim comments, conclusions, implications and recommendations for future data collection or analysis. The Expanded Year-End Report will contain an overview and the four Quarterly Executive Summary Reports for the Calendar Year, as well as a detailed analysis of the entire Calendar Year for each Calendar Year during the term of the Agreement. In addition, at the end of each calendar year, the Authority recognizes its business partners who have the highest overall customer satisfaction and those who have made the most significant 3

4 progress. Travelers and Customers Choice Award winners are those who have attained the highest customer satisfaction rating during the calendar year. Travelers and Customers Progress awards are chosen by comparing their previous calendar year results to the calendar year just ended results and are as follows: Travelers' Choice Award for the highest overall customer satisfaction rating among our airline partners. Travelers' Progress Award for the most significant progress in customer satisfaction among our airline partners. Customers' Choice Award for the highest overall customer satisfaction among our nonairline partners. Customers' Progress Award for the most significant progress in customer satisfaction among our non-airline partners. Question 17: On Page PF 1,1.1, the price quoted is to be quarterly, correct? Answer: The price should be quoted quarterly for the Customer Satisfaction and Ground Transportation surveys. The Authority Option should be quoted as a flat price. Changes and clarifications in this Addendum No. 2 are hereby incorporated in, and shall become a part of the Proposal Documents and supersede and take precedence over similar data contained in the original Proposal Documents and Addendum No. 1. Except as specifically added and/or revised by this Addendum No. 2, all other conditions, provisions, specifications and criteria in the Proposal Documents and Draft Agreement are unchanged. LOUISVILLE REGIONAL AIRPORT AUTHORITY Tom Middleton Director of Purchasing and Procurement 4

5 Exhibit 2 Regional Airport Authority Ground Transportation Silent Shopper Report 3rd Quarter 2014 Contact Information: 308 North Evergreen Rd Suite 200 Louisville, KY fax facebook.com/iqsresearch

6 Executive Summary Program Overview During the 3rd Qtr 2014, 25 silent shops were conducted for the ground transportation services at SDF. The survey focuses on the service given by the taxi starter, the taxi driver, the ride itself and the taxi rate. The silent shoppers also include any positive or negative comments about their rides and any comments related to credit card non-acceptance by the drivers. Third Quarter 2014 Results Twenty-five silent shops were completed during this period. Of those, 12 were Yellow Cab shops and 13 were Ready Cab shops. Both Yellow Cab and Ready Cab companies were utilized by the silent shoppers to take them to various hotels, restaurants, and businesses throughout Metro Louisville. The silent shoppers began by recording the wait time for a taxi, if applicable. During the shops conducted in the 3rd Qtr, taxis were immediately available 76% of the time. The next section of the report focuses on the taxi starter. The taxi starter greeted the shopper 84% of the time. When present, the taxi starter was "neat and clean in appearance" 92% of the time, which is a slight the same as last quarter. The taxi starter was perceived to be "polite & courteous" 84% of the time and "helpful" 84% of the time. The next section of the survey is about the taxi drivers' service and the ride itself. The driver greeted the shopper 84% of the time and offered to load their bags 88% of the time. The bags were handled with care 96% of the time among those who had their bags loaded by the driver. The driver was "neat & clean in appearance" for 100% of the shops, and he or she was also "polite & courteous" to the shoppers 88% of the time. 96% of the shoppers indicated that the driver did not have difficulty communicating in English. The Louisville Metro Driver's Permit was displayed in the taxi on 96% of the shops. Ground Transportation 2nd Qtr 2014 Executive Summary Page 2

7 Executive Summary During the 3rd Qtr of 2014, the taxi driver exceeded the speed limit on 40% of the rides and 80% of the excess speed cases involved speeds of 15 MPH over the speed limit. The driver was perceived to drive safely for 60% of the shops. The vehicle was clean and in good condition for 76% of the shops. Some 88% of the drivers needed directions, and 12% asked the passenger for them when they needed aid. The driver's attitude changed for the negative 36% of the time. The driver took a direct route to the destination on 100% of occasions. Upon arrival, the driver offered to unload the bags 80% of the time. The driver used his cell phone during the drive 16% of the time. The final section of the shopper report looks at the rates. Shoppers reported being able to use a credit card 48% of the time, which is down from last quarter. All comments related to this issue are shown in the shoppers' comments portion of this report. The meter was started at the beginning of the trip on 100% of metered trips. The shoppers were offered receipts 88% of the time, which is a 12% decrease from the last quarter. None of the drivers suggested a gratuity. The remainder of the report lists the overall scores for 2009, 2010, 2011, 2012, 2013 and 2014 CY, as well as the 1st, 2nd and 3rd quarters' scores for A comparison of the results for Yellow Cab and Ready Cab follow the overall scores. The comments from the shoppers conclude the report. Ground Transportation 2nd Qtr 2014 Executive Summary Page 3

8 Overall Evaluation CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec Total Shops Initial Wait Time & Taxi Starter 1. How long did you have to wait to retrieve and enter a taxi? No wait 97% 93% 95% 88% 86% 88% 92% 96% 76% 1-5 mins. 3% 7% 5% 10% 6% 8% 8% 0% 16% More than 5 mins. 0% 0% 0% 2% 7% 4% 0% 4% 8% 1a. If you waited more than 5 minutes, what was the cause for delay? Too few taxis 0% NA 0% 50% 75% NA NA NA NA Was not directed to taxi Too many people waiting 0% NA 0% 0% 0% NA NA NA NA 0% NA 100% 50% 0% NA NA NA NA Other 100% NA 0% 0% 25% NA NA NA NA Two 0% 0% 25% 0% 0% NA NA NA NA Three 0% 0% 0% 0% 0% NA NA NA NA Four 0% 0% 1% 0% 25% NA NA NA NA Five 0% 0% 0% 0% 0% NA NA NA NA Six 0% 0% 0% 100% 0% NA NA NA NA Ground Transportation 3rd Qtr 2014 Overall Evaluation Page 4

9 Overall Evaluation CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec Total Shops Which taxi service did you use? Yellow Cab 49% 44% 47% 44% 38% 43% 36% 44% 48% Ready Cab 51% 56% 53% 56% 62% 57% 64% 56% 52% 3. Was the taxi starter present? Yes N/A N/A N/A N/A N/A 93% 95% 92% 92% No N/A N/A N/A N/A N/A 7% 5% 8% 8% 4. Did the taxi starter greet you? Yes 74% 81% 81% 87% 80% 75% 68% 72% 84% No 13% 6% 10% 2% 7% 19% 28% 20% 8% N/A 13% 13% 8% 10% 13% 7% 4% 8% 8% 5. Was the taxi starter neat & clean in appearance? Yes 88% 85% 93% 88% 86% 91% 88% 92% 92% No 0% 2% 0% 0% 0% 3% 8% 0% 0% N/A 12%. 7% 12% 13% 7% 4% 8% 8% 6. Was the taxi starter polite & courteous? Yes 70% 77% 78% 87% 81% 75% 72% 68% 84% No 17% 8% 14% 1% 6% 19% 24% 24% 8% N/A 14% 15% 8% 12% 13% 7% 4% 8% 8% 7. Was the taxi starter helpful? Yes 72% 80% 80% 87% 80% 75% 72% 68% 84% No 14% 6% 11% 1% 7% 19% 24% 24% 8% N/A 14% 14% 8% 12% 13% 7% 4% 8% 8% Ground Transportation 3rd Qtr 2014 Overall Evaluation Page 5

10 Overall Evaluation CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec Total Shops Driver 8. Did the driver greet you? Yes 86% 92% 93% 94% 90% 89% 100% 84% 84% No 14% 8% 7% 6% 10% 7% 0% 16% 4% 9. Did the driver offer to load your baggage? 10. Did the driver treat your baggage with care? 11. Was the driver neat & clean in appearance? 12. Was the driver polite & courteous? Yes 78% 91% 97% 96% 93% 91% 96% 88% 88% No 14% 9% 3% 3% 7% 9% 4% 12% 12% N/A 7% 0% 0% 1% 0% 0% 0% 0% 0% Yes 78% 89% 96% 96% 91% 96% 96% 96% 96% No 1% 7% 2% 0% 5% 4% 4% 4% 4% N/A 21% 3% 2% 4% 4% 0% 0% 0% 0% Yes 98% 99% 99% 100% 100% 100% 100% 100% 100% No 2% 1% 1% 0% 0% 0% 0% 0% 0% Yes 91% 86% 92% 98% 95% 92% 88% 100% 88% No 9% 14% 8% 2% 5% 8% 12% 0% 12% 13. Did the driver communicate sufficiently in English? Yes 97% 96% 97% 96% 99% 97% 96% 100% 96% No 3% 4% 3% 4% 1% 3% 4% 0% 4% 14. Was the Louisville Metro Driver's Permit displayed in the taxi? Yes 79% 87% 84% 95% 94% 97% 96% 100% 96% No 21% 13% 16% 5% 6% 3% 4% 0% 4% Ground Transportation 3rd Qtr 2014 Overall Evaluation Page 6

11 Overall Evaluation CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec Total Shops The Ride 15. Did the driver stay within the speed limit? Yes 94% 86% 81% 89% 75% 39% 28% 28% 60% No 6% 14% 19% 11% 25% 61% 72% 72% 40% 15a. If no, how many miles over the speed limit? 1-10 MPH 56% 58% 69% 29% 51% 26% 53% 17% 10% MPH 44% 17% 0% 0% 5% 9% 0% 17% 10% 15 MPH + 0% 25% 31% 71% 43% 65% 47% 67% 80% 16. Did the driver drive safely? Yes 90% 86% 84% 83% 65% 36% 24% 24% 60% No 10% 14% 16% 16% 35% 64% 76% 76% 40% 17. Was the vehicle clean and in good condition? Yes 96% 89% 91% 97% 70% 73% 80% 64% 76% No 4% 11% 9% 3% 30% 27% 20% 36% 24% Ground Transportation 3rd Qtr 2014 Overall Evaluation Page 7

12 Overall Evaluation CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec Total Shops Did the driver need directions to your location? Yes 7% 9% 10% 21% 22% 93% 96% 96% 88% No 93% 91% 90% 79% 78% 7% 4% 4% 12% 18a. If yes, how did the driver obtain directions? Passenger 89% 100% 60% 79% 100% 7% 4% 4% 12% Map 0% 0% 0% 21% 0% 0% 0% 0% 0% Called/Asked Someone Else 11% 0% 40% 0% 0% 0% 0% 0% 0% Other % 0% 0% 0% N/A % 96% 96% 88% 18b. Did the attitude of the driver change upon hearing the destination? Yes, for the negative N/A N/A N/A N/A N/A 29% 32% 20% 36% Yes, for the positive N/A N/A N/A N/A N/A 1% 0% 4% 0% No, not at all N/A N/A N/A N/A N/A 69% 68% 76% 64% 19. Did the driver take a direct route to your destination? Yes 98% 97% 98% 97% 93% 99% 96% 100% 100% No 2% 3% 2% 3% 7% 1% 4% 0% 0% 20. Did the driver offer to unload your baggage? Yes 71% 88% 95% 96% 88% 88% 84% 100% 80% No 18% 12% 5% 4% 12% 12% 16% 0% 20% N/A 11% 0% 0% 0% 0% 0% 0% 0% 0% 21. Was the driver utilizing a cell phone during the drive for anything OTHER than getting directions? Yes N/A N/A N/A N/A N/A 16% 19% 12% 16% No N/A N/A N/A N/A N/A 84% 81% 88% 84% Ground Transportation 3rd Qtr 2014 Overall Evaluation Page 8

13 Overall Evaluation CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec Total Shops Rate The following rate-specific questions help determine if the taxi drivers are charging the appropriate fares and routinely accepting payment by credit cards. Please note that the shoppers' destinations are typically within the minimum fare geography and, at times, these destinations will evoke a negative response from some drivers, thereby somewhat negatively skewing the data. 22. Were the correct rates offered? Yes 43% 56% 55% 100% NA 89% 92% 88% 88% (In 2014, flat rate is a 'Yes') No 7% 10% 45% 0% NA 11% 8% 12% 12% N/A 50% 34% 82% 59% NA 0% 0% 0% 0% 22a. Was the meter started at the beginning of the trip? Yes 19% 39% 16% 100% 46% 11% 8% 12% 12% No 6% 4% 1% 0% 7% 0% 0% 0% 0% N/A 74% 57% 84% 59% 47% 89% 92% 88% 88% 22b. Did the meter match the charge? Yes 17% 28% 10% 100% 32% 9% 8% 12% 8% (N/A is flat rate) No 4% 8% 6% 0% 2% 1% 0% 0% 4% N/A 78% 63% 83% 59% 66% 89% 92% 88% 88% 23. Was the credit card option available? Yes 58% 68% 65% 77% 64% 51% 72% 32% 48% No 42% 32% 35% 23% 36% 49% 28% 68% 52% 24. Were you offered a receipt? Yes 71% 74% 82% 95% 94% 95% 96% 100% 88% No 29% 26% 18% 4% 6% 6% 4% 0% 13% 25. Did the driver suggest a gratuity? Yes 14% 8% 3% 4% 6% 1% 0% 4% 0% No 86% 92% 97% 96% 94% 99% 100% 96% 100% Ground Transportation 3rd Qtr 2014 Overall Evaluation Page 9

14 Evaluation By Cab Company Ready Cab Yellow Cab Driver: 8. Did the driver greet you? Total Shops CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec Yes 81% 91% 94% 97% 91% 93% 100% 79% 100% 91% 92% 96% 91% 88% 94% 100% 91% 92% No 19% 9% 6% 4% 9% 7% 0% 21% 0% 9% 8% 4% 9% 12% 6% 0% 9% 8% 9. Did the driver offer to load your baggage? 10. Did the driver treat your baggage with care? 11. Was the driver neat & clean in appearance? 12. Was the driver polite & courteous? 13. Did the driver communicate sufficiently in English? Yes 79% 92% 96% 98% 93% 86% 94% 79% 85% 76% 91% 98% 92% 93% 97% 100% 100% 92% No 14% 8% 4% 2% 7% 14% 6% 21% 15% 16% 9% 2% 8% 7% 3% 0% 0% 8% N/A 7% 0% 0% 0% 0% 0% 0% 0% 0% 8% 0% 0% 0% 0% 0% 0% 0% 0% Yes 79% 91% 98% 98% 93% 96% 94% 93% 100% 75% 89% 94% 93% 88% 97% 100% 100% 92% No 2% 6% 0% 0% 5% 4% 6% 7% 0% 0% 9% 4% 0% 5% 3% 0% 0% 8% N/A 19% 3% 2% 2% 2% 0% 0% 0% 0% 25% 2% 2% 7% 7% 0% 0% 0% 0% Yes 98% 100% 98% 100% 100% 100% 100% 100% 100% 98% 98% 100% 100% 100% 100% 100% 100% 100% No 2% 0% 2% 0% 0% 0% 0% 0% 0% 2% 2% 0% 0% 0% 0% 0% 0% 0% Yes 84% 91% 96% 98% 92% 91% 88% 100% 85% 98% 82% 87% 98% 87% 94% 89% 100% 92% No 16% 9% 4% 2% 8% 9% 13% 0% 15% 2% 18% 13% 2% 13% 6% 11% 0% 8% Yes 98% 96% 98% 97% 100% 95% 94% 100% 92% 96% 95% 95% 96% 98% 100% 100% 100% 100% No 2% 4% 2% 4% 0% 5% 6% 0% 8% 4% 5% 5% 4% 2% 0% 0% 0% 0% Ground Transportation 3rd Qtr 2014 Evaluation By Cab Company Page 10

15 Evaluation By Cab Company Ready Cab Yellow Cab Was the Louisville Metro Driver's Permit displayed in the taxi? The Ride 15. Did the driver stay within the speed limit? Total Shops CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec Yes 81% 92% 89% 96% 91% 98% 94% 100% 100% 77% 84% 80% 93% 84% 97% 100% 100% 92% No 19% 8% 11% 4% 1% 2% 6% 0% 0% 23% 16% 20% 7% 22% 3% 0% 0% 8% Yes 98%. 86% 88% 78% 45% 38% 29% 69% 90% 80% 76% 88% 76% 29% 11% 27% 50% No 2% 9% 14% 12% 22% 55% 63% 71% 31% 10% 20% 24% 12% 24% 71% 89% 73% 50% 15a. If no, how many miles over the speed limit? 1-10 MPH 0% 50% 55% 25% 47% 22% 45% 20% 0% 56% 63% 71% 0% 31% 31% 63% 13% 17% MPH 100% 33% 0% 0% 6% 7% 0% 20% 0% 44% 17% 0% 0% 5% 10% 0% 13% 17% 15 MPH or over 0% 17% 44% 75% 11% 72% 55% 60% 100% 0% 25% 29% 100% 13% 60% 38% 75% 67% 16. Did the driver drive safely? 17. Was the vehicle clean and in good condition? Yes 94% 91% 90% 85% 68% 38% 31% 21% 62% 89% 80% 79% 80% 67% 32% 11% 27% 58% No 8% 9% 10% 15% 32% 62% 69% 79% 38% 11% 20% 21% 17% 33% 68% 89% 73% 42% Yes 91% 97% 88% 98% 68% 67% 81% 57% 62% 100% 82% 93% 95% 31% 72% 78% 73% 67% No 9% 3% 12% 2% 32% 36% 19% 43% 46% 0% 18% 7% 5% 69% 28% 22% 27% 33% 18. Did the driver need directions to your location? Yes 7% 8% 7% 17% 24% 100% 94% 100% 108% 8% 13% 14% 26% 18% 91% 100% 91% 83% No 93% 92% 93% 83% 76% 2% 6% 0% 0% 92% 87% 86% 74% 82% 9% 0% 9% 17% Ground Transportation 3rd Qtr 2014 Evaluation By Cab Company Page 11

16 Evaluation By Cab Company Ready Cab Yellow Cab Total Shops CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec a. If yes, how did the driver obtain directions? Passenger 100% 50% 50% 100% 100% 95% 94% 100% 92% 83% 100% 67% 100% 95% 100% 100% 100% 100% Map 0% 0% 0% 0% 0% 5% 6% 0% 8% 0% 0% 0% 0% 5% 0% 0% 0% 0% Called Someone 0% 0% 0% 0% 0% 0% 0% 0% 0% 17% 0% 11% 0% 0% 0% 0% 0% 0% 18b. Did the attitude of the driver change upon hearing the destination? Yes, for the negative Yes, for the positive N/A N/A N/A N/A N/A 32% 38% 21% 38% N/A N/A N/A N/A N/A 25% 22% 18% 33% N/A N/A N/A N/A N/A 2% 0% 7% 0% N/A N/A N/A N/A N/A 0% 0% 0% 0% No, not at all N/A N/A N/A N/A N/A 65% 63% 71% 62% N/A N/A N/A N/A N/A 75% 78% 82% 67% 19. Did the driver take a direct route to your destination? 20. Did the driver offer to unload your baggage? Yes 98% 94% 98% 98% 93% 98% 94% 100% 100% 98% 100% 98% 95% 95% 100% 100% 100% 100% No 2% 6% 2% 2% 8% 2% 6% 0% 0% 2% 0% 2% 28% 5% 0% 0% 0% 0% Yes 66% 95% 88% 96% 91% 88% 88% 100% 77% 72% 83% 89% 95% 70% 87% 78% 100% 83% No 25% 5% 12% 4% 9% 12% 13% 0% 23% 14% 17% 11% 5% 30% 13% 22% 0% 17% NA 9% 0% 0% 0% 0% 0% 0% 0% 0% 14% 0% 0% 0% 0% 0% 0% 0% 0% 21. Was the driver utilizing a cell phone during the drive for anything OTHER than getting directions? Yes N/A N/A N/A N/A N/A 17% 21% 14% 15% N/A N/A N/A N/A N/A 13% 14% 9% 17% No N/A N/A N/A N/A N/A 83% 79% 86% 85% N/A N/A N/A N/A N/A 87% 86% 91% 83% Ground Transportation 3rd Qtr 2014 Evaluation By Cab Company Page 12

17 Evaluation By Cab Company Ready Cab Yellow Cab Rate 22. Were the correct rates offered? Total Shops CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec Yes 34% 59% 58% 100% 47% 86% 88% 86% 85% 51% 57% 50% 100% 51% 94% 100% 91% 92% (In 2014, flat rate is a 'Yes') No 12% 7% 42% 0% 19% 14% 13% 14% 15% 2% 14% 25% 0% 7% 6% 0% 9% 8% N/A 54% 33% 54% 67% 34% 0% 0% 0% 0% 47% 29% 89% 59% 42% 0% 0% 0% 0% 22a. Was the meter started at the beginning of the trip? Yes 17% 42% 19% 100% 30% 14% 13% 14% 15% 22% 37% 11% 100% 38% 6% 0% 9% 8% No 8% 2% 2% 0% 0% 0% 0% 0% 0% 4% 7% 0% 0% 2% 0% 0% 0% 0% NA 75% 57% 64% 64% 70% 86% 88% 86% 85% 73% 56% 72% 52% 60% 94% 100% 91% 92% 22b. Did the meter match the charge? Yes 13% 33% 13% 100% 27% 11% 13% 14% 8% 22% 27% 7% 100% 44% 6% 0% 9% 8% (N/A is flat rate) No 6% 3% 8% 0% 0% 3% 0% 0% 8% 2% 13% 4% 0% 0% 0% 0% 0% 0% NA 81% 64% 39% 64% 73% 86% 88% 86% 85% 75% 61% 69% 52% 56% 94% 100% 91% 92% 23. Was the credit card option available? 24. Were you offered a receipt? Yes 49% 58% 62% 72% 68% 65% 81% 29% 85% 67% 85% 69% 84% 60% 45% 56% 36% 42% No 51% 42% 38% 28% 32% 35% 19% 71% 15% 33% 15% 31% 16% 40% 55% 44% 64% 58% Yes 61% 76% 78% 96% 87% 85% 100% 100% 54% 80% 74% 87% 93% 80% 91% 89% 100% 83% No 39% 24% 22% 4% 6% 15% 0% 0% 46% 20% 26% 13% 5% 7% 6% 11% 0% 8% 25. Did the driver suggest a gratuity? Yes 6% 6% 0% 2% 1% 0% 0% 0% 0% 21% 14% 6% 7% 12% 3% 0% 9% 0% No 94% 94% 100% 98% 91% 100% 100% 100% 100% 79% 86% 94% 93% 88% 97% 100% 91% 100% Ground Transportation 3rd Qtr 2014 Evaluation By Cab Company Page 13

18 Ready Cab Comments Cab Information Taxi Starter Driver Date Time In Which taxi service did you use? What was the Cab number? Did the taxi starter greet you? If no please Was the taxi starter neat/clean in appearance? If no please Was the taxi starter polite/courteo us?if no please Was the taxi starter helpful? If no please Did the driver greet you? If no please Did the driver offer to load your baggage? If no please Did the driver treat your baggage with care? If no please Was the driver neat/clean in appearance? If no please Was the driver polite/court eous? If no please Did the driver communicate effectively in English? If no, please Was the Louisville Metro Driver s Permit (taxi permit) displayed in the taxi? If no please Was the Louisville Metro Driver s Permit legible? If no please :30 Ready Cab 230 Yes Yes Yes Yes Yes The taxi starter loaded my baggage into the cab. Yes Yes Yes Yes Yes There was paper affixed over the permit to cover the driver's name and contact information. The only parts of the permit that were visible were the picture and the title, indicating that this was the permit document :18 Ready Cab 311 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes :35 Ready Cab 410 Yes Yes Yes Yes Yes The taxi starter loaded my baggage and Yes Yes Yes Yes Yes Yes opened the taxi door for me :04 Ready Cab 344 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Ground Transportation 3rd Qtr 2014 Ready Cab Comments Page 14

19 Ready Cab Comments Cab Information The Ride Other Comments Date Time In Which taxi service did you use? Did the driver What stay within the was the speed limit? If Cab no, how many number? MPH over the speed limit? Was the vehicle clean and in good condition? If no please Did the attitude of the driver change upon hearing the destination? Did the driver take a direct route to your destination? If no please Was the ride metered or flat rate? Price If flat rate, did the rate match the advertised sticker rate? Did the meter match the charge? If no please Was credit card option available? If no please Did the driver suggest a gratuity? If yes please Are these comments related to: Comments please make notations of any items that seemed out of the ordinary. Yes. The flat :30 Ready Cab 230 The driver drove 40 mph in a 25 mph zone. Yes No, not at all Yes Flat Rate N/A rate advertised was $9.95, and this is exactly what I was charged by the driver. N/A The driver refused to take a credit card. No He repeatedly asked for cash only. Taxi Coordinator The taxi coordinator seemed to have a male helper that was assisting in loading bags into the cabs. The taxi coordinator herself did not leave the booth :18 Ready Cab 311 Yes Yes No, not at all Yes Flat Rate N/A Yes it did. N/A Yes No Driver The driver was one of the friendliest of all the drivers I have ever had. He asked me where I was from, what kind of work I did, and why I was in town. He was a very nice gentleman :35 Ready Cab 410 The driver was speeding by going Yes 40 mph in a 25 mph zone. Yes, for the negative Yes Flat Rate N/A The advertised flat rate was $9.95. This was N/A the exact rate charged to me by the driver. The driver said that it would cost him too much money to No accept a credit card from me. Driver The driver wrote a receipt on a credit card slip, even though I paid in cash :04 Ready Cab in a 25 zone There were minor burn holes in the headliner of the cab. Yes, for the negative Yes Metered Rate I was charged a metered rate of $7.40 for my trip. Yes The driver objected to taking a credit No card for such a short trip. Rate As the ride was metered, I was charged less than the posted minimum fare for my trip. The driver took off so quickly from the cab stand that I was thrown around the back of the cab on turns. Ground Transportation 3rd Qtr 2014 Ready Cab Comments Page 15

20 Ready Cab Comments Cab Information Taxi Starter Driver Date Time In Which taxi service did you use? What was the Cab number? Did the taxi starter greet you? If no please Was the taxi starter neat/clean in appearance? If no please Was the taxi starter polite/courteo us?if no please Was the taxi starter helpful? If no please Did the driver greet you? If no please Did the driver offer to load your baggage? If no please Did the driver treat your baggage with care? If no please Was the driver neat/clean in appearance? If no please Was the driver polite/court eous? If no please Did the driver communicate effectively in English? If no, please Was the Louisville Metro Driver s Permit (taxi permit) displayed in the taxi? If no please Was the Louisville Metro Driver s Permit legible? If no please :32 Ready Cab 91 Yes Yes Yes The taxi starter grilled me about what my destination was and objected to me wanting a taxi as there was a shuttle I could use instead. Yes Yes Yes Yes Yes Yes Yes Yes :40 Ready Cab 16 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes :00 Ready Cab 445 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes :37 Ready Cab 299 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Ground Transportation 3rd Qtr 2014 Ready Cab Comments Page 16

21 Ready Cab Comments Cab Information The Ride Other Comments Date Time In Which taxi service did you use? Did the driver What stay within the was the speed limit? If Cab no, how many number? MPH over the speed limit? Was the vehicle clean and in good condition? If no please Did the attitude of the driver change upon hearing the destination? Did the driver take a direct route to your destination? If no please Was the ride metered or flat rate? Price If flat rate, did the rate match the advertised sticker rate? Did the meter match the charge? If no please Was credit card option available? If no please Did the driver suggest a gratuity? If yes please Are these comments related to: Comments please make notations of any items that seemed out of the ordinary :32 Ready Cab in a 25 zone Yes Yes, for the negative Yes Flat Rate I was charged a flat fare of $9.95. The rate matched the posted sticker price. N/A Yes No Driver The driver objected strenuously to taking a credit card, but relented while complaining about the cost to him for accepting a card. The driver was a perfect gentleman. He :40 Ready Cab 16 Yes Yes Yes, for the negative Yes Flat Rate N/A Yes it did. N/A The driver said his machine was not working correctly. No Driver assisted me into the car, closed my door, and loaded my luggage into the trunk. He was very talkative with me during the ride asking me where I was from, if this was my first trip in :00 Ready Cab 445 Yes Yes No, not at all Yes Flat Rate N/A No, it did not. N/A Yes No Driver The driver told me the flat rate was $15 for the trip. He also had a movie playing on his phone during the entire drive. His car was not as well maintained as many of the others I've had rides with previously. The steering wheel had a cover around, but only half of it was there. The seats were also a little tattered. After I offered my card to the driver, he informed me that he was charged 7% for :37 Ready Cab 299 Yes Yes No, not at all Yes Flat Rate N/A Yes N/A a debit card and told me not to worry No about the fare. I offered to make it a total of $12, but he told me not to worry about it. Driver The driver did not assist me with my bag after he refused payment for the fare. Ground Transportation 3rd Qtr 2014 Ready Cab Comments Page 17

22 Ready Cab Comments Cab Information Taxi Starter Driver Date Time In Which taxi service did you use? What was the Cab number? Did the taxi starter greet you? If no please Was the taxi starter neat/clean in appearance? If no please Was the taxi starter polite/courteo us?if no please Was the taxi starter helpful? If no please Did the driver greet you? If no please Did the driver offer to load your baggage? If no please Did the driver treat your baggage with care? If no please Was the driver neat/clean in appearance? If no please Was the driver polite/court eous? If no please Did the driver communicate effectively in English? If no, please Was the Louisville Metro Driver s Permit (taxi permit) displayed in the taxi? If no please Was the Louisville Metro Driver s Permit legible? If no please :00 Ready Cab 410 No Yes Yes Yes Yes Yes Yes Yes Yes :35 Ready Cab 256 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes The driver did not know where the :00 Ready Cab 247 Yes No The starter was short with me, The starter said, did not greet "You're behind me, and just that lady." said, "Need a cab?" Yes The driver did take an unusual amount of time to get out of the vehicle which prompted me to stand Yes there and wait to see if he would load the lounge. He did eventually load the luggage. Yes drop off location was at, nor did he enter it in the GPS system present in the car. I had The driver was to instruct hard to the driver on understand and the location seemed to be and provide easily frustrated turn-by-turn when having to directions to repeat himself. the destination. Other than the additional greeting, there was no other word said. Yes Yes Ground Transportation 3rd Qtr 2014 Ready Cab Comments Page 18

23 Ready Cab Comments Cab Information The Ride Other Comments Date Time In Which taxi service did you use? Did the driver What stay within the was the speed limit? If Cab no, how many number? MPH over the speed limit? Was the vehicle clean and in good condition? If no please Did the attitude of the driver change upon hearing the destination? Did the driver take a direct route to your destination? If no please Was the ride metered or flat rate? Price If flat rate, did the rate match the advertised sticker rate? Did the meter match the charge? If no please Was credit card option available? If no please Did the driver suggest a gratuity? If yes please Are these comments related to: Comments please make notations of any items that seemed out of the ordinary :00 Ready Cab 410 Yes Yes No, not at all Yes Flat Rate N/A Yes, it matched. N/A Yes No Driver :35 Ready Cab 256 Yes Yes No, not at all Yes Flat Rate N/A Yes, it did. N/A Yes No Driver The driver did not get upset when I told him my destination, but he did tell me that for future reference that there was a shuttle that would transport me there for free. When he spoke, he gave the impression that he was being sincere. The vehicle was very well maintained, and the driver was very professional and courteous :00 Ready Cab 247 Yes No No, not at all Yes Metered Rate $15.50 No The driver's machine was out of ink so a hard copy of my credit card was taken. No Driver The driver did have two phone calls during the ride which were answered but were ended or put on hold after the initial greeting on the phone. Ground Transportation 3rd Qtr 2014 Ready Cab Comments Page 19

24 Ready Cab Comments Cab Information Taxi Starter Driver Date Time In Which taxi service did you use? What was the Cab number? Did the taxi starter greet you? If no please Was the taxi starter neat/clean in appearance? If no please Was the taxi starter polite/courteo us?if no please Was the taxi starter helpful? If no please Did the driver greet you? If no please Did the driver offer to load your baggage? If no please Did the driver treat your baggage with care? If no please Was the driver neat/clean in appearance? If no please Was the driver polite/court eous? If no please Did the driver communicate effectively in English? If no, please Was the Louisville Metro Driver s Permit (taxi permit) displayed in the taxi? If no please Was the Louisville Metro Driver s Permit legible? If no please :56 Ready Cab 143 Yes Yes Yes Yes Yes Yes Yes Yes He was very rude to me once he found out my location. Yes Yes Yes :29 Ready Cab 007 No Yes Yes Yes Yes Yes Yes Yes Yes Ground Transportation 3rd Qtr 2014 Ready Cab Comments Page 20

25 Ready Cab Comments Cab Information The Ride Other Comments Date Time In Which taxi service did you use? Did the driver What stay within the was the speed limit? If Cab no, how many number? MPH over the speed limit? Was the vehicle clean and in good condition? If no please Did the attitude of the driver change upon hearing the destination? Did the driver take a direct route to your destination? If no please Was the ride metered or flat rate? Price If flat rate, did the rate match the advertised sticker rate? Did the meter match the charge? If no please Was credit card option available? If no please Did the driver suggest a gratuity? If yes please Are these comments related to: Comments please make notations of any items that seemed out of the ordinary. As soon as the driver learned of my destination, his entire demeanor changed. He told me that there was a shuttle and that I should have taken it rather than a taxi. He also told me that :56 Ready Cab 143 Yes Yes Yes, for the negative Yes Flat Rate N/A He told me that there would be no charge N/A because the run was not worth his time. He told me that he would lose money by running the card, No that it took too long, and that the ride would be free. Driver he had been waiting for over three hours for a fare, and he said "and this is the run I get." When we arrived I handed him the debit, and he rolled his eyes telling me that it took longer to process the card than to get paid. He said that there would be no charge, did not open my door, or get my bag out of the trunk. He did not say another word to me after he told me there would be no charge. I have done many shops of this type, and this driver by far exceeded any other driver I have worked with to date. He was polite, friendly, courteous, and he seemed very sincere. When we :29 Ready Cab 007 Yes Yes No, not at all Yes Flat Rate N/A No-it was actually less. N/A Yes No Driver arrived he told me my fare was $7.00 which was less than any other driver had ever charged. He accepted my debit card without complaint, and he offered to have my receipt ed to me. He thanked me for my business, and he told me to have a great stay. Ground Transportation 3rd Qtr 2014 Ready Cab Comments Page 21

26 Yellow Cab Comments Cab Information Taxi Starter Driver Date Time In Which taxi service did you use? What was the Cab number? Did the taxi starter greet you? (Select - N/A, If no starter at the booth).if no please ; Was the taxi starter neat/clean in appearance? (Select - NA, If no starter at the booth).if no please ; Was the taxi starter polite/courteous? (Select - N/A, If no starter at the booth).if no please ; Was the taxi starter helpful? (Select - N/A, If no starter at the booth).if no please ; Did the driver greet you? If no please ; Did the driver offer to load your baggage? (Select - N/A if no bags).if no please ; Did the driver treat your baggage with care?(select - N/A if no bags). If no please ; Was the driver neat/clean in appearance? If no please ; Was the driver polite/courteous? If no please ; Did the driver communicate effectively in English? If no, please ; Was the Louisville Metro Driver s Permit (taxi permit) displayed in the taxi? If no please ; Was the Louisville Metro Driver s Permit legible? If no please ; There was no :59 Yellow Cab 797 Yes Yes Yes Yes The taxi driver did not say a word. He simply exited the cab and held out his hand for my luggage. Yes Yes Yes Yes Yes Louisville Metro Permit visible on the dash or the visor. There was a large, well-worn, leather bound book on the dash on the drivers side. As I did not see any permit, it was not visible :22 Yellow Cab 903 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes :17 Yellow Cab 871 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes :42 Yellow Cab 789 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes :57 Yellow Cab 805 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes :30 Yellow Cab 607 No Yes The taxi starter made no contact with me as he was busy talking with another individual. The taxi starter was occupied having a protracted conversation with a customer. Yes Yes Yes Yes Yes Yes Yes Yes Ground Transportation 3rd Qtr 2014 Yellow Cab Comment Page 22

27 Yellow Cab Comments Cab Information The Ride Other Comments Date Time In Which taxi service did you use? What was the Cab number? Did the driver stay within the speed limit? If no, how many MPH over the speed limit? Was the vehicle clean and in good condition? If no please ; Did the attitude of the driver change upon hearing the destination? Did the driver take a direct route to your destination?if no please ; Was the ride metered or flat rate? Price If flat rate, did the rate match the advertised sticker rate? Did the meter match the charge? (Select - N/A, if flat rate fare). If no please ; Was credit card option available?if no please ; Did the driver suggest a gratuity? If yes please ; Are these comments related to: Comments please make notations of any items that seemed out of the ordinary :59 Yellow Cab in a 25 zone. The vehicle had torn seat backs and there was also a warning light visible indicating low tire pressure. Yes, for the negative Yes Flat Rate The rate charged I was charged a flat matched the posted rate of $9.95. rate. N/A The credit card reader was inoperable. No Driver The driver did not say a word when I provided my destination. He started immediately to speed and took the turns fast. When we reached the destination, my luggage was abruptly taken out of the trunk. The driver's seat had a :22 Yellow Cab 903 Yes large tear on the back of it on the right side. The rest of the cab was well maintained. No, not at all Yes Flat Rate 9.95 Yes it did. N/A Yes No Driver The driver had a credit card machine attached to the back of the passenger side headset. It was very convenient :17 Yellow Cab 871 The driver was going 45 mph in a 25 mph zone. Yes Yes, for the negative Yes Flat Rate The advertised flat rate was $9.95, and that is what I was charged. N/A I was not able to use the credit card option as the driver would not take one for a ride that did not use the meter. No Driver The driver swore under his breath and said that I should be taking the shuttle instead of a taxi ride to my destination. The cab had the check :42 Yellow Cab 789 Yes engine light and the low pressure lights displayed on the dashboard. Otherwise, the vehicle was clean and in good condition. No, not at all Yes Flat Rate The displayed flat rate was $9.95. The driver charged me $10.00 instead of the $9.95 posted flat rate. N/A The driver told me that his credit card machine did not work if he was not running the meter. No The ride There was a lot of traffic around the airport due to a local car show in the same area. This caused my ride to take much longer than usual, even though the driver took a direct route :57 Yellow Cab 805 The driver was speeding by going 35 mph in a marked 25 mph zone. Yes No, not at all Yes Flat Rate The driver charged me exactly $9.95 The posted flat rate which was the was $9.95. same as the posted flat rate. N/A Yes No The ride There was a heavy amount of traffic around the airport on the way to my destination. This accounts for the extra time taken during the ride. Although I was told that the fare would cost $9.95, I was given a receipt that indicated that the fare was $12.00, the :30 Yellow Cab in 25 zone, later 50 in a 35 zone. Yes No, not at all This was because I provided turn by turn directions at the driver's request. Flat Rate The rate I was told I I was charged a flat would be charged rate of $9.95. was the rate posted. N/A I was told that the credit card system was not working and that I would need to pay cash only. No Rate amount I offered to pay including a tip. The driver remained on his cell phone in active conversation for the entire ride. When I exited the cab, the driver tossed my luggage flat on the ground so I had to stoop to get the handle up and on its wheels. Ground Transportation 3rd Qtr 2014 Yellow Cab Comment Page 23

28 Yellow Cab Comments Cab Information Taxi Starter Driver Date Time In Which taxi service did you use? What was the Cab number? Did the taxi starter greet you? (Select - N/A, If no starter at the booth).if no please ; Was the taxi starter neat/clean in appearance? (Select - NA, If no starter at the booth).if no please ; Was the taxi starter polite/courteous? (Select - N/A, If no starter at the booth).if no please ; Was the taxi starter helpful? (Select - N/A, If no starter at the booth).if no please ; Did the driver greet you? If no please ; Did the driver offer to load your baggage? (Select - N/A if no bags).if no please ; Did the driver treat your baggage with care?(select - N/A if no bags). If no please ; Was the driver neat/clean in appearance? If no please ; Was the driver polite/courteous? If no please ; Did the driver communicate effectively in English? If no, please ; Was the Louisville Metro Driver s Permit (taxi permit) displayed in the taxi? If no please ; Was the Louisville Metro Driver s Permit legible? If no please ; :00 Yellow Cab 601 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes :51 Yellow Cab 454 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes He opened my door :33 Yellow Cab 437 Yes Yes Yes Yes Yes for me, but he did not take my bag from me. He did not touch my bag. Yes Yes Yes Yes Yes :40 Yellow Cab 5550 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes :02 Yellow Cab 448 Yes Yes Yes Yes Yes Yes Yes Yes When I told him my destination, he became very rude. Yes Yes Yes :28 Yellow Cab 823 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Ground Transportation 3rd Qtr 2014 Yellow Cab Comment Page 24

29 Yellow Cab Comments Cab Information The Ride Other Comments Date Time In Which taxi service did you use? What was the Cab number? Did the driver stay within the speed limit? If no, how many MPH over the speed limit? Was the vehicle clean and in good condition? If no please ; Did the attitude of the driver change upon hearing the destination? Did the driver take a direct route to your destination?if no please ; Was the ride metered or flat rate? Price If flat rate, did the rate match the advertised sticker rate? Did the meter match the charge? (Select - N/A, if flat rate fare). If no please ; Was credit card option available?if no please ; Did the driver suggest a gratuity? If yes please ; Are these comments related to: Comments please make notations of any items that seemed out of the ordinary. Tire pressure gauge :00 Yellow Cab in a 25; 50 in a 35 zone was on indicating low tire pressure; heavy oil stains on drivetrain housing cover in passenger area. Yes, for the negative Yes Flat Rate The rate of $9.95 I was charged a flat matched the posted rate for my trip. minimum rate. N/A The taxi starter advised that the credit system was "down" and only cash would be accepted. No Driver Once the driver was told what my destination was, he drove well above the speed limit and I was slung around on curves :51 Yellow Cab 454 Yes Yes No, not at all Yes Flat Rate Yes N/A Yes No The ride Yes, it did match :33 Yellow Cab 437 Yes Yes No, not at all Yes Flat Rate the rate. N/A Yes No Driver The cab was well maintained, and it had a personal a/c vent in the back that could be adjusted as desired. When we arrived at our destination, the driver informed me of my total. After I had paid him, he hit a button that opened the door on the van automatically. He did not get out to assist me with me bag. The driver was already out of the taxi and had :40 Yellow Cab 5550 Sped a little, maybe 5-10 MPH over speed limit Yes No, not at all Yes Metered Rate 9.20 Yes my bag on the curb. I pulled out my credit card and he asked if I had cash. I could tell he didn't want me to use a credit card. I paid with cash. No Driver When I told the driver my destination, he turned around and asked if I had been told that the shuttle was not available. I told him I was not aware of the shuttle, but I would prefer not to wait. He said my total would be $9.95, and he did not move the car. After a few moments he repeated to me what my total would be :02 Yellow Cab 448 Yes Yes Yes, for the negative Yes Flat Rate Yes it did. N/A He told me it was not available. No Driver I asked him if I had to pay first, and he informed me that I would and that he would only accept cash. I paid him the amount he asked, but I did not give him a tip because of his attitude. When we arrived at my destination, he popped the trunk and told me to have a good day. He was an extremely rude man and did not assist me in the least once I told him of my destination. The driver was very pleasant. He :28 Yellow Cab 823 Yes Yes No, not at all Yes Flat Rate Yes, it did match the rate he told me. N/A Yes No Driver assisted me when I entered and exited the vehicle, and he also loaded and unloaded by bag for me. He was a perfect gentleman. Ground Transportation 3rd Qtr 2014 Yellow Cab Comment Page 25

30 Exhibit 4 Regional Airport Authority Customer Satisfaction 4th Quarter 2013 Contact Information: Contact Information: 308 North Evergreen Rd Suite 308 North 200 Evergreen Rd Louisville, Suite 200 KY Louisville, KY fax fax facebook.com/iqsresearch

31 Executive Summary Considering all of the services and your overall experience, how satisfied are you with Louisville's airport in meeting your travel needs? CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec % % % % % % % % % % Very Satisfied 55.3% 58.2% 70.8% 65.3% 71.2% 65.0% 66.4% 64.7% 62.8% 66.2% Satisfied 41.8% 39.3% 26.1% 33.4% 26.9% 33.1% 30.6% 33.7% 35.8% 32.2% Neither 2.7% 2.0% 2.7% 1.1% 1.3% 1.5% 2.8% 1.4% 0.6% 1.2% Dissatisfied 0.2% 0.5% 0.3% 0.3% 0.6% 0.3% 0.2% 0.2% 0.4% 0.4% Very Dissatisfied 0.1% 0.0% 0.1% 0.0% 0.1% 0.1% 0.0% 0.0% 0.4% 0.0% Overall Satisfaction with SDF - CY Scores (Arrivals & Departures Combined) % 71.2% 65.3% 70.8% 58.2% 55.3% 33.1% 26.9% 33.4% 26.1% 39.3% 41.8% 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% Very Satisfied Satisfied Executive Summary Page 2

32 Executive Summary Based upon its convenience, appeal, and services, how likely would you be to recommend Louisville's airport to others for their travel needs? CY CY CY CY CY CY Jan-Mar Apr-Jun Jul-Sep Oct-Dec % % % % % % % % % % Definitely Would Recommend 59.5% 62.0% 92.7% 67.6% 71.6% 65.9% 66.4% 66.5% 63.6% 67.2% Probably Would Recommend 34.6% 35.7% 6.2% 31.6% 27.5% 32.7% 32.2% 31.5% 35.4% 31.6% May or May Not Recommend 5.4% 2.3% 0.7% 0.7% 0.7% 1.3% 1.2% 2.0% 0.6% 1.2% Probably Would Not Recommend 0.3% 0.1% 0.1% 0.1% 0.2% 0.2% 0.2% 0.0% 0.4% 0.0% Definitely Would Not Recommend 0.2% 0.0% 0.2% 0.0% 0.1% 0.0% 0.0% 0.0% 0.0% 0.0% Recommendation of SDF - CY Scores (Arrivals & Departures Combined) % 0.5% 0.3% 71.6% 0.5% 67.6% 92.7% 62.0% 59.5% 32.7% 27.5% 31.6% 35.7% 34.6% 6.2% 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% Definitely would recommend Probably would recommend Executive Summary Page 3