Title
Airport Customer Support Services for Terminal Operations
Action
Action:
A. Approve a unit price contract with VIP Hospitality LLC for customer support services for Airport terminal operations for a term of three years, and
B. Authorize the City Manager to renew the contract for up to two, one-year terms with possible price adjustments and to amend the contract consistent with the purpose for which the contract was approved.
Body
Staff Resource(s):
Haley Gentry, Aviation
Jack Christine, Aviation
Explanation
§ Aviation is responsible for providing passenger assistance services, including checkpoint queue management in the terminal lobby, international arrival passenger assistance, and baggage handling support in the international arrival hall.
§ This contract will also provide service in other areas as directed to assist customers with wayfinding and general airport customer service needs.
§ On December 2, 2026, the city issued a Request for Proposals (RFP); nine responses were received.
§ VIP Hospitality LLC best meets the city’s needs in terms of qualifications, experience, cost, and responsiveness to RFP requirements.
§ Annual expenditures are estimated to be $3,500,000.
Charlotte Business INClusion
The city negotiates contract participation after the proposal selection process. VIP Hospitality LLC has committed 10.00% ($1,050,000) of the total contract amount to the following certified firm(s):
§ Associated Cost Engineers, Inc. (MBE) ($1,050,000) (staff augmentation)
Fiscal Note
Funding: Aviation Operation Budget