InterContinental Hotels Group introduces new airport transfers

The pressure on the industry to provide the savviest service, offer the comfiest beds, flaunt the most frequent flight schedule or boast the best baggage claim is phenomenal. And it is driving up standards across the board.

While things for the business and leisure traveller are inarguably better than ever, key players in the hospitality sector must look at more and more innovative ways in which to attract and retain their valuable customers.

Within the InterContinental Hotels Group, the world's most global hotel company, properties are focusing more and more on looking after their customers before they even set foot in the lobby and have turned their attention to the first point of arrival and providing the best airport transfer services.

Airport transfers have long been a vital link in the travel chain of any long journey. The thought of waiting hours in a taxi queue accompanied by tired, grizzly kids or laden with layers of suit carriers and luggage is enough to cause anyone, even frequent travellers, to dread the final part of transit to a final destination.

However, understanding fully which customers want what type of service, is the key to getting this travel essential right and, more than that, making it an enjoyable way to begin getting the most out of a destination.

'The introduction of new types of airport transfers and the continual improvement of the tried and tested travel services we offer is one way in which we can enhance our guests' entire experience,'

said Tom Rowntree, Vice President Sales & Marketing, InterContinental Hotels Group Middle East and Africa. 'By tuning into what our customers want we can ensure the final journey to or from our hotels is a relaxing way to start and end a holiday or business trip.'

One of the most popular additions to InterConntinental Hotels Group's service is the fleet of Hummers and '4x4 Trailblazers' at Holiday Inn Down Town Kuwait. With a vast amount of bookings coming from family groups across the Holiday Inn properties, the impressive vehicles are causing quite a stir among delighted children as they're picked up from Kuwait airport and delivered in style to the hotel.

For parents in the group the Hummers are all about practicality. The extra space for larger family groups is a welcome change from standard sized cars, especially when luggage needs to be packed in too. With Holiday Inn, the same family groups can enjoy more spacious family rooms, designed to cater for the demographics of this region.

'Adding vehicles from the fun, luxury tier was a decision made after identifying an area in which we could give a little more to our key customers,' said Rowntree. 'Making the journey to our hotel memorable, especially for family groups, ensures the trip becomes part of the experience with an orientating tour of the city a popular option that's available on request.'

The Holiday Inn properties across the region often receive requests for transportation that's a little out of the ordinary. Recently hotels have provided three-wheel motorcycles and a journey on a 'Wonder Bus', which has the ability to travel over water as well as by road and therefore avoid traffic while giving the guests a unique view of their chosen destination.

Another group that regularly use the Holiday Inn hotels are airline staff who require airport transfers on a regular basis. Although more familiar than most with the return journey to and from a long flight, the group is also the most appreciative of a reliable and efficient service with the promise of a comfortable bed and extensive amenities all under one roof.

Holiday Inn properties provide a regular service for all crew which is stepped up during peak flight times of 8pm through to 10am to cater for the influx of airline staff as well as other guests, eliminating extended waiting times at the airport. All cockpit crew are offered an executive limousine service by Holiday Inn, something which goes down well with the captain and 1st officer and keeps them coming back.

Whatever vehicle is used to ensure Holiday Inn guests get safely and comfortably to and from the airport terminal, key to the smooth running of the system is the team of airport executives on the ground. The extensive staff deployed by Holiday Inn at all major airports in the region are as abreast of airport procedures as they are with procedures at individual hotels and are therefore highly adept at making sure everyone gets to their arranged transfer service as quickly and efficiently as possible.

Far from being reserved solely for InterContinental Hotels Group's up-scale properties, the airport staff on hand to greet guests are available to assist across the group's wide portfolio of brands.

For those travellers who choose to make their own way to Holiday Inn properties, the hotels offer an interactive online service through a dedicated InterContinental Hotels Group customer website.

As well as detailed map, and up-to-date public transport options, the site includes customised driving directions to help travellers get direct from their doorstep to the hotel. The facility even shows other InterContinental Hotels Group properties en route in case it's a long journey and a pit-stop is required!

While the Holiday Inn properties cater for many families and have re-looked at their airport transfer options to specifically suit the needs of this group. Crowne Plaza hotels throughout the region uphold an executive level of service to ensure their standards meet the demands of the discerning business travellers that choose the hotels for their extensive business facilities and strategic locations at the heart of city centres.

Mercedes and Chrysler are the brand names of choice at Crowne Plaza Dubai and all Club Floor guests are provided with complimentary a chauffeur service using these vehicles to facilitate their stay.

For InterContinental Hotels Group's flagship brand, the InterContinental properties, over 40 year's history in the Middle East means these hotels are used to welcoming VIPs, dignitaries and even royalty. This level of prestigious guest brings with it a demand for the most exclusive types of transportation and the lengths to which InterContinental hotels will go to meet these demands is endless.

Limousine services are standard and a choice of premiere vehicles are always on standby whether guests prefer a Jaguar, Mercedes or the latest model of BMW. Added extras for the journey include newspapers or magazines, cold drinks and even a hot or cold towel.

For those used to first class travel, the premium quality experience is followed through the entire journey by InterContinental hotels from pick-up through to immediate check-in on arrival. Many hotels employ a Guest Relations Officer to escort guests throughout the transfer and deal with any queries that may arise before their stay. Guests accompanied in this way can also be checked in directly in the car to further enhance privacy levels and convenience.

In Egypt this service is extended further with InterContinental Citystars Cairo staff able to greet guests directly off the plane and into a private limousine transfer straight to the hotel. All immigration and visa needs can be handled by the hotel representatives, as well as accompaniment to the VIP lounge for refreshments before the journey to the final destination.

While Mercedes Benz from C class, E class and S are offered to all guests, a police escort can be arranged for VIP guests.

SomeInterContinental hotels have the ability to receive guests by helicopter and when ruling families arrive in town, properties can expect up to three separate helicopters to accommodate a full protocol entourage.

The ability to adapt to the needs of individual guests is key, as well as tailoring services for the different types of guests that choose the diverse range of hotels within the InterContinetal Hotels Group. However, while innovative ideas are welcomed by guests and continue to add to the experience of a destination, InterContinental Hotels Group believes there is no substitute for brand loyalty and open and honest communication with customers.

'We're in the know' when it comes to our customers wants and needs, and when we can add something that improves their experience with us then we'll endeavour to do this,' said Rowntree. 'However, getting the simple things right remains of utmost importance and we're committed to this more than ever as the group grows and diversifies in the region.'