Worcester’s Family Businesses: Worcester Airport Limousine Service

Tuesday, June 04, 2013

George Charles Allen, GoLocalWorcester Contributor

All in the family: Worcester Airport Limousine Service founder Ken Hogan and his daughter, Maureen Raillo.

It was a novel and innovative idea when Worcester Airport Limousine Service (WALS) began offering its door-to-door transportation services in 1978. Nothing like it had ever existed before in the city of Worcester. Transportation “experts” in Worcester and elsewhere were skeptical of WALS’ prospects ― then.

Thirty-five years later, Ken Hogan’s entrepreneurial vision has matured and prospered. The business it has become remains in the vanguard of the vigorously competitive transportation services industry in Central Massachusetts.

In 2012 the Worcester Business Journal named WALS one of its Family Businesses of the year and in 2011 the Better Business Bureau of Central Massachusetts named WALS its Torch Award Winner for Market Place Ethics.

Tell me a little about your family when you were growing up.

Both parents came from large families of school teachers, city workers, factory workers and police officers, but no entrepreneurs. Probably because they came of age in the depression era and were looking for security. As I am one of nine children, my Mom was a stay at home mother while my Dad was employed at the American Steel & Wire. We were all born and raised in Worcester and I still reside here.

Can you talk a little bit about what motivated you to found your company?

I first went to work for a wholesale sporting goods distributor and then as a regional rep for National Car Rental selling franchises. My last sale for National was in 1972 to Francis Manzi in Worcester. Mr. Manzi said he would buy the franchise with the stipulation that I would be the one to run it.

Why did you choose to start a business in Worcester?

During that partnership we opened a car rental office at Worcester Airport back in the days when the only airline here was Mohawk Airline. Air traffic increased when other airlines (Delta, USAirways and Northwest) arrived in Worcester.

In 1978 I saw a need for shuttle service form the airport to the local hotels. We applied to City Hall and were approved for a livery license for that purpose. The airlines then asked us to bring their passengers from overbooked flights to Logan Airport. About that time Mr. Manzi wanted to retire, so we sold the car rental business and I stayed with the limo business.

What makes your business model unique?

Three of my brothers and my son Jim joined me in providing the very first door to door shared ride service to Logan Airport. That was when the business really became our family business. That has been the most unique aspect of our service.

Over the years, what development would you say has had the most impact on your original plan? How has your plan changed in response?

As business increased the demand for good office help was met with more family: my wife Bernadette, daughter Maureen, daughter-in-law Nancy, Jim’s wife, my sisters and my sisters-in-law. Polite, personal telephone service is so important to accomplishing our goals.

What challenges have remained the same since you started?

The most constant challenge will always be to provide friendly, dependable and courteous service on time.

Can you tell me about your engagement and outreach in the community?

We make in-kind donations to such organizations Muscular Dystrophy Association and Make-A-Wish. Our services were donated to local volunteers, including firefighters, who assisted during the Hurricane Katrina aftermath. We also work with non-profit associations such as the Central Massachusetts Visitors and Convention Bureau, North Worcester Business Association, Worcester Local First, and the Worcester Chamber of Commerce, to name a few that promote the City Of Worcester and all it has to offer from its cultural activities and educational opportunities to its technological enterprises.

What advice do you have for others who are thinking about entrepreneurship?

Treat your customers the way that you want to be treated. Make them glad that they called you.

George Charles Allen is founder of The Worcester Regional Flight Academy and a board member of Music Worcester.