6.1 Transportation Services in Hospitality

6.1.1 The Importance of Transportation Services in Hospitality

Tourism quite literally means to “tour” or to “travel.” How a guest moves from their home to their vacation or business destination is controlled by multiple travel sectors and factors. Reliable transportation systems improve the guest experience and play an important role in supporting the local economy. According to the U.S. Travel Association, travel accounted for $1.3 trillion in 2024, which supported more than 15 million jobs in the United States (U.S. Travel Association, 2025). Transportation services form the backbone of the hospitality industry. Guests must be able to physically reach a location to spend their dollars. In addition, a happy guest stays longer, spends more money, and serves as a brand ambassador for the location, thus increasing tourist revenue over time. As Mark and Janice’s missed flight experience demonstrates, transportation can significantly impact a guest’s satisfaction. Hospitality sectors must work together to ensure a seamless guest experience, from the time a guest steps out of their front door up until the moment they reach their destination.

Several organizations and departments aid in the communication and regulation of transportation in the United States. The U.S. Department of Transportation (USDOT) is a federal agency responsible for regulating and overseeing national transportation systems, focusing on safety, efficiency, and sustainability. The Transportation Security Administration (TSA) works with airports, public transit stations, and freight docks to prevent or prosecute security threats within the U.S. transportation system. The National Transportation Safety Board (NTSB) oversees the investigation of transportation-related accidents such as plane crashes, train derailments, and major vehicle incidents. The NTSB also works to create safety recommendations for legislation. These agencies, among many others, work to keep our transportation system safe, efficient, and sustainable while maintaining a quality guest experience.

[FIGURE 6.2 TRANSPORTATION REGULATORY WEBSITES GRAPHIC]

6.1.2 Overview of Transportation’s Impact on Guest Satisfaction and Business Success.

Transportation plays a critical role in shaping the overall guest experience. It directly influences the success of businesses in the hospitality and events industry. Reliable, accessible, and seamless transportation options enhance guest satisfaction by reducing stress, improving convenience, and ensuring timely arrivals. Transportation is often intermodal [KT] meaning that a guest will utilize many forms of transportation in a single journey. From airport shuttles and valet services to rideshare partnerships and public transit [KT] access, thoughtful transportation planning can set a positive tone from the moment a guest begins their journey to the moment they return home.

Transportation also affects business success. Investing in public transportation delivers strong returns, with each dollar generating about $5 in economic value. (American Public Transportation Association, 2024). Efficient and effective transportation can increase attendance, extend the length of stay, and boost revenue through higher guest engagement and positive reviews. Additionally, aligning transportation offerings with sustainability goals and inclusivity can strengthen brand reputation and appeal to conscientious travelers who prioritize environmental and social responsibility. Ultimately, integrating smart transportation strategies is not just a logistical necessity—it promotes guest loyalty and long-term business success.