Q: I changed the time of my flight on the same day, and the day of my return. Do I need to update my reservation?
A: No - all reservations are good for the entire day, and we don't need to know the time and day of every customer's return. We ask for exact entrance and exit dates and times to assist us in saving spaces for reservations and in scheduling employees. By tracking the number of customers entering and leaving at particular times, we are able to adjust our staffing to reflect peak travel times. If a few customers arrive at a different hour, it won't make a significant difference in the staffing levels needed. Additionally, if our lot is nearing capacity (which generally only happens during the Thanksgiving or Christmas holidays), knowing what time of day most of the reservations will arrive enables us to save the number of spaces for customers with reservations, without turning away other travelers unnecessarily.
Q: Can I make a reservation for the Thanksgiving or Christmas holidays?
A: Yes! In past years, you couldn't, but, since our 4,000 space expansion in 2003, we will accept reservations year round.
Q: When I tried to make a reservation for Christmas Day on December 24th, I wasn't allowed to? Why is that?
A: If necessary, we save spaces for customers with reservations - that's what makes a reservation meaningful. We try very hard not to "overbook" our parking facility, and work to ensure that every customer with a reservation has a parking space.
Q: When I arrived at your facility, there wasn't anyone at gate to take my reservation. Why?
A: If we have space, which will almost always will, you can just drive in and park normally. The reservation is only needed if we have our "full" sign up. With 8,000 spaces, that doesn't happen often!
Q: Why do I need to bring my reservation? Won't you have my name? What if I don't have a printer?
A: Our gate personnel don't have a list of names - all they will be asking for is your reservation. It's just like being a season ticket holder for a sports team - yes, they have your name, but you still need the ticket they sent you to get in. It's a lot faster for our gate personnel, and prevents "at the gate debates" which might delay a number of customers. A printed reservation is for entrance if our parking facility is full. However, it's important to remember that's very rare event - generally a couple of days around Thanksgiving or Christmas. Give us a call, and you'll usually find that a reservation is definitely not needed on the day you plan to travel. Or, if the day you plan to travel is sufficiently far in the future, you can either wait to print out your reservation later when you have the use of a printer at the office or a friend's house.
Q: Why can reservations only be made on the website? Can't I make a reservation by phone?
A: Several reasons:
1) Our Online Reservation System will instantly send you (the customer) a link to a printable reservation. When you make a web reservation, you immediately know you have a reservation: It should appear almost immediately in your email. If we took reservations by phone, we'd then have to mail the customer a reservation, and there would be uncertainty about whether or not it would get there in time.
2) Our Online Reservation System automatically tallies the number of reservations that we have for a particular day, insuring that we don't "overbook" reservations.
3) We can continuously update availability on the website as conditions dictate: This would be far more difficult to communicate to a wide variety of personnel answering the phones at a 24-hour facility.
4) During days immediately preceding the Thanksgiving and Christmas holidays, we receive such a high volume of reservations that taking these reservations by phone would be impractical, and the relatively lengthy process of taking all of the relevant information would tie up all of our phone lines, and prevent our phone personnel from answering the flood of relatively brief questions (Ex: Where are you guys?) that we receive right before a major holiday. The website can take a virtually infinite number of reservations simultaneously, and leaves our voice lines and phone personnel free to help other customers, and able to provide better overall service.
Q: During a recent blizzard, I saw that you weren't accepting entrances with or without reservations. Why is that - doesn't a reservation mean I get a parking space?
A: A reservation guarantees travelers a space if we are full - not if we are closed due to a weather emergency, national security emergency, or other infrequent cause. If we believe that the airport is likely to close due to a snow emergency, the roads to the airport are closed or likely to close immediately, our buses cannot operate safely on the lot or roadways, we are asked by airport authorities or public safety officials to suspend operations due to weather, or the lot is unsafe due to snow or drifts we will close the parking lot. This doesn't mean we didn't save a space for you; it means that, in our judgement, it wasn't safe or prudent to operate. A reservation only guarantees a space when we are open; not when we are closed (a very rare occurance! - In over 15 years of operation it's happened only during three blizzards (all of which closed the airport itself), and one national security event).
Q: Why do you ask for an email address? Is it necessary?
A: An email address is optional to make a reservation. We give customers the option of providing an email address because:
1.) Some customers making a reservation are connected via a wireless device like a laptop or Internet-enabled PDA. Sending them an email enables them to print the reservation later.
2.) If you are making the reservation for another person, the email is a convenient way to get it to them.
3.) If you lose your first printed copy of the reservation, the email will make it easy for you to reprint your reservation.
4.) We send reminder emails to customers who provide an email a day or two before they travel. If they made the reservation much earlier, and lost it, they can reprint it from the email link.
5.) In the unlikely event of a weather or national security emergency, we may send alerts to customers who are likely to be affected.