Worst system
Response from developer
We are sorry to hear that you had a frustrating experience. We would appreciate more details about what you found unhelpful so we can investigate and continue improving the app.
Mr Brown
Issues that need attention:
Difficult virtual queue access:
When beginning a shift, drivers must join the virtual queue, but the process is difficult to navigate and often requires a strong 5G connection.
Connection loss after dispatch:
After being dispatched to a terminal, drivers can lose connection or be removed from the virtual queue, even while actively working or waiting in the surge lot.
Unfair dispatching system:
Drivers taking short trips and drivers taking long trips appear to have the same opportunity to enter the virtual queue. This system does not seem fair because the time and distance associated with each trip are different.
Inaccurate vehicle counts:
The app sometimes reports that hundreds of vehicles are waiting in the holding lot, surge lot, or terminal area when there are few or no vehicles actually present. These inaccurate numbers confuse drivers and make it difficult to decide when to come to work.
Impact on drivers’ livelihoods: Because of these ongoing problems, some drivers have stopped working or quit altogether. The app’s difficulties can create financial stress and negatively affect drivers’ family lives.
The app needs substantial improvement in its reliability, navigation, connection stability, queue management, dispatching fairness, and real-time vehicle-count accuracy. A clear, user-friendly system would help drivers work more efficiently and restore confidence in the service.
Response from developer
Mr. Brown, Thank you for taking the time to provide detailed feedback. We understand that reliability and ease of use are especially important when the app directly supports your daily work and livelihood. We are committed to continuously improving the experience and addressing system issues as quickly as possible. Since the initial release, we have made several improvements through successive app versions, from version 1.0 through the current 1.0.6 release. We strongly encourage all drivers to update to the latest version so they can benefit from the latest fixes and improvements. We also worked with selected Wash-Fly drivers during the design and development process and incorporated their feedback into the system. That said, we recognize that operations can identify additional opportunities for improvement. We would like to address the concerns you raised: App navigation: The current app was intentionally designed to keep the primary workflow simple. From the home screen, drivers generally have one primary action either registering for the queue or removing themselves from it along with the current queue and trip status. We will continue to evaluate the user experience and look for opportunities to make the workflow even clearer and easier to use. Cellular connectivity and queue registration: An internet connection is required when registering for the queue and communicating with the backend system. We recognize that cellular coverage in certain areas of the staging lot /surge lot can be limited or unavailable at times. MWAA is currently working on improving connectivity and signal strength at its facilities. We will continue to monitor this issue and look for ways to minimize the impact of connectivity limitations on drivers. Short trips and dispatching: The current queue and dispatching process is based on operational requirements established for the airport ground transportation system. Questions regarding how trip length or trip type should affect queue eligibility or dispatch priority are operational policy matters rather than limitations of the mobile application. We recommend discussing those concerns with your business or operational representative so they can be reviewed through the appropriate process. Vehicle counts: We understand how unexpected vehicle counts can be confusing, particularly when the numbers do not appear to match what drivers can physically see. We would appreciate specific examples, including the approximate time and location, so that our team can investigate the underlying data and system behavior. Drivers can also report these situations to the curb/staging lot representatives, and we are happy to review any discrepancies identified. Vehicle counts and vehicles in transit: The vehicle count displayed in the app can include vehicles that have already been called and are currently in transit to the respective lot. These vehicles may therefore not yet be physically visible in the lot. Drivers are provided a 60-minute grace period to reach the assigned location. When a driver's turn is reached, the driver receives a push notification, and the app's home screen also displays the latest queue and trip status. Removal from the queue after extended time: The queue behavior in this situation was operating according to the operational rule in effect at the time. The rule required a trip to be completed within eight hours of registering for the queue. On the day referenced, some drivers had registered at approximately 6:00 AM and were still in the terminal or surge lot around 2:30 PM, which exceeded the eight-hour window. We recognize that this scenario can occur during unusual operating conditions(slow days) and that the previous window was not sufficient in certain circumstances. Based on operational experience and feedback, we have increased the allowable period from eight hours to ten hours. We appreciate the feedback because it helps us identify areas where the system and operational processes can continue to improve. Our goal is to provide a reliable, straightforward, and transparent experience for all Wash-Fly drivers. We encourage drivers to keep the app updated and to report specific issues when they occur, particularly connectivity problems, unexpected queue behavior, or inaccurate counts. Providing the approximate time and location of an issue allows our team to investigate it much more effectively. Thank you again for your feedback and for your patience as we continue to improve the system.
