By Vincent Campagna, PTMP:
Pre-Pandemic Operations
Before the pandemic, Economy parking at MKE worked just as travelers expected: guests would pull into the large surface lot, park wherever they liked, and walk to the nearest bus shelter. The complimentary shuttle service, helpful drivers, and quick five-minute ride to the terminal were all appreciated. It was a familiar, efficient system — and as the saying goes, “if it’s not broken, don’t fix it.”
The Pandemic Shift
Then the pandemic hit, and demand for parking virtually disappeared. The once-busy lots became eerily empty. With so few travelers, guests had plenty of space to park and spread out. Yet shuttles still made their full rounds through the 1,700-space lots, stopping at every shelter — often for just a handful of passengers per hour. It was inefficient and unsustainable.
With parking revenue diminishing and increasing competition from off-site providers, the MKE parking team recognized the need to reinvent the guest experience. That’s when MKE’s first “Trunk-to-Terminal Service” was introduced.
Launching Trunk-to-Terminal Service
To provide a more personalized, high-touch experience, an ambassador was stationed at the lot entrance to greet each arriving guest and offer a warm welcome. The ambassador directed guests to an available parking stall and communicated their location to the shuttle driver in real time.
The shuttle then pulled up directly behind the parked vehicle, where the driver assisted with luggage and loaded it onto the shuttle. Guests received a wallet-sized card noting their parking lot and stall number — a thoughtful touch to help locate their car upon return. This service eliminated the need for guests to walk to a shelter and added a layer of convenience and hospitality — all while maintaining shuttle headways and enhancing safety by eliminating slip-and-fall risks during inclement weather
A Lasting Success
The service was a hit. Guests appreciated the elevated level of customer service and the ease of the experience. Four years later, MKE continues to receive glowing reviews from Economy Lot guests who use the complimentary Trunk-to-Terminal Service and value the friendly, personal interactions with both ambassadors and shuttle drivers
Why it Works? Convenience Meets Care
What makes Trunk-to-Terminal stand out is its simplicity and attention to detail, achieved with minimal investment. With added signage and locator cards, the experience is especially seamless for families, travelers with mobility challenges, or anyone juggling luggage and kids. There’s no guesswork, no waiting at remote shelters, and no long walks in unpredictable weather. Simply park, hop on, and go. It’s airport parking reimagined—affordable, effortless, and customer-focused. Even Economy parking feels like a first-class experience, transforming the traveler journey from beginning to end.
Vincent Campagna, PTMP, is a Manager, Parking & Ground Transportation for Milwaukee Mitchell International Airport. Vincent can be reached at vcampagna@mitchellairport.com.
Forum Question: When is it time to disrupt a process that “has always worked”?