COMMISSION 
AGENDA MEMORANDUM                        Item No.          8b 
ACTION ITEM                            Date of Meeting       April 24, 2018 
DATE:     April 16, 2018 
TO:        Stephen P. Metruck, Executive Director 
FROM:    Michael Ehl, Director Aviation Operations 
Daniel Zenk, Senior Manager Airport Operations 
SUBJECT:  Contract for Customer Service Staffing at Seattle-Tacoma International Airport 
Amount of this request:               $5,636,000 
Total estimated project cost:          $5,636,000 
ACTION REQUESTED 
Request Commission authorization for the Executive Director to advertise and execute a
contract for up to three (3) years, a one-year base contract with two (2) one-year options of
supplemental customer service staffing at Seattle-Tacoma International Airport  for an
estimated contract value of $5,636,000. 
EXECUTIVE SUMMARY 
Seattle-Tacoma International Airport (SEA)  is seeking a contract to provide supplemental
customer service staff in specific areas of the airport facility to address the growth and to 
maintain the passenger level of service for travelers. The increase in passenger traffic has added
pressure to an already constrained facility and pressure on staff to properly provide customer
service to passengers needing to find their way through the airport during peak hours. 
JUSTIFICATION 
Staff has identified a need to supplement and improve customer service in the public areas of
the airport, which include the vehicle parking facilities and the main passenger terminal. During
peak hours these areas have high passenger congestion with insufficient assistance to help find
their way through the airport facility. It is the intent to add contract customer service staff to
assist passengers with finding their way during the busiest time of day, specifically in areas of
the: 
Vehicle parking garage entrance 
Cell phone parking lot 
North employee parking lot 
3rd floor parking garage at the TNC pickup and Ground Transportation Plaza 
4th floor parking garage at the pay-on-foot ticket machines 
Airport information booths 
Baggage claim 
Security Checkpoints 
Template revised September 22, 2016.

COMMISSION AGENDA  Action Item No. 8b                                  Page 2 of 4 
Meeting Date: April 24, 2018 
The flexibility provided by contract customer service staff would allow the Port not only to
handle peak hour surges but also support passengers that require early morning and late
evening assistance. 
It is necessary to authorize and execute a contract expeditiously in order to enable hiring and
training so that the added contract staff can be deployed before an increase with the peak
travel season. The cost for this contract is not included in the 2018 approved budget. Staff will
strive to absorb as much as possible within the existing budget and will provide an updated
report with Q3 2018 results. 
The primary purpose of this request is to improve customer service throughout airport facilities.
Furthermore, per our Century Agenda this advances the region as a leading tourism and
business gateway into the West Coast "Gateway of Choice" by providing a seamless process
through the airport facility. 
Scope of Work 
Provide customer assistance throughout the airport facility, specifically in at the vehicle parking
facilities and in the main terminal. The contactor will assist with passengers by ensuring
customers are in the correct place and ensuring service tools are available. A contract for
supplemental staffing  would translate to approximately 37  additional Full-time-equivalent
employees per day, and is based on ballpark assumptions of current Port of Seattle customer
service employee wages. The contract will not go beyond two years; provided however, should
the  cost of  services  exceed  the  authorized  amount,  the  Port  may  seek  Commission
authorization to increase the contract value. 
TERMINAL 
The daily hours of service/operation shall be as follows: 
Checkpoint Number 2,3,5 - 0500 hours through 1300 hours daily 
Information Booth  0800 hours through 1600 hours daily 
Baggage Claim  0800 hours through 1600 hours daily 
The daily staffing per shift shall be as follows: 
Checkpoint Number 2,3,5  Queue Master  9 
Information Booth  1 
Baggage Claim  4 
LANDSIDE 
The daily hours of service/operation shall be as follows: 
Cell Phone Lot - 0930 hours through 1130 hours daily 
3rd Floor Garage: TNC Pick-up  0800 hours through 1600 hours daily 
3rd Floor Garage: GT Plaza 0800 hours through 1600 hours daily 
4th Floor Garage: POF Machines  0800 hours through 1600 hours daily 

Template revised September 22, 2016; format updates October 19, 2016.

COMMISSION AGENDA  Action Item No. 8b                                  Page 3 of 4 
Meeting Date: April 24, 2018 
Garage Entrance: North entry  0500 hours through 0900 hours daily 
North Employee Parking Lot  12 noon through 1400 hours daily 
North Tunnel Stop  1230 hours through 1530 hours daily 
The daily staffing per shift shall be as follows: 
Cell Phone Lot  1 
North Employee Parking Lot/North Tunnel Stop - 4 
3rd Floor Garage: TNC Pick-up - 1 
3rd Floor Garage: GT Plaza - 1 
4th Floor Garage: POF Machines - 4 
Schedule 
The Port is in the process of developing a Request for Proposal advertisement with an expected
start of contract service date of August 1, 2018. In order to meet August 1, 2018 service date,
the contractor will need to retain, train, and onboard the service provider. 
Estimated Dates 
Advertise Solicitation             April 26, 2018 
Proposals Due                  May 24, 2018 
Port Execute Agreement        June 20, 2018 
ALTERNATIVES AND IMPLICATIONS CONSIDERED 
Alternative 1  Allow customers to find their own way through the airport process without
additional assistance. 
Cost Implications: Zero cost for Port. The passenger loss of a level of service established by the
Port of Seattle and select alternative travel. The Port, TSA, and airlines all lose credibility in the
eyes of the missed customer and even those passengers who find long lines unacceptable. 
Pros: 
(1)    Does not require expending approximately $5.636 million. 
Cons: 
(1)   This  alternative  continues  extremely  long  lines,  confusion,  and  customer
dissatisfaction. 
(2)   Fire code and life safety can become an issue as the lines grow. 
(3)   Large number of passengers may miss their flights while waiting in lines and/or
may be unable to navigate airport facilities. 
This is not the recommended alternative. 



Template revised September 22, 2016; format updates October 19, 2016.

COMMISSION AGENDA  Action Item No. 8b                                  Page 4 of 4 
Meeting Date: April 24, 2018 
Alternative 2  Use existing Port of Seattle staff. 
Cost Implications: Estimated cost of additional 8 hours per person, per day of overtime for
existing staff.  The expectation is to add approximately 380 daily work hours in 10 different
areas of demand. This expectation is not sustainable. 
Pros: 
(1)    Provides valuable customer assistance to help process passengers through the
airport as efficiently as possible. 
Cons: 
(1)   There are not currently enough Port employees to do this work. 
(2)   Excessive overtime hours would be required. 
This is not the recommended alternative. 
Alternative 3  Hire a contractor that has employees who are trained and fully covered by the
contractor. 
Cost Implications: $5.636 million. 
Pros: 
(1)   Provides valuable customer assistance to help process passengers through the
airport as efficiently as possible. 
(2)   Utilizing a contractor that meets customer service standards is the preferred plan. 
(3)    Job creation for community. 
Cons: 
(1)   Requires spending $5.636 million of Port funds. 
This is the recommended alternative. 
FINANCIAL IMPLICATIONS 
Budget Status and Source of Funds 
The cost of this contract was not included in the 2018 operating budget. The airport will strive
to absorb these costs through cost savings in other areas.  The terminal related costs will be
included in the airline rate base and recovered through terminal rents, thereby increasing
passenger airline cost per enplaned passenger (CPE). The Landside costs will result in lower net
operating income. The funding source will be the Airport Development Fund. 
ATTACHMENTS TO THIS REQUEST 
None 
PREVIOUS COMMISSION ACTIONS OR BRIEFINGS 
None 

Template revised September 22, 2016; format updates October 19, 2016.