Free Wi-Fi at RDU- How Listening Enabled Change

My job involves talking about RDU on social media. While I post about things happening at the airport, I also spend a lot of time “listening” to what our customers are saying. I see when you tag RDU in a post or talk about your experience here. I also know when you’re wanting more from us – like free Wi-fi. 

Jane Martin hears from you as well. As the Airport Authority’s Customer Relations Manager, she works to address your concerns and track what you are looking for when you are at the airport. She and her team respond to feedback from, and occasionally snail mail, while also monitoring what you say via social media.  One thing we have both heard over the years is that our customers wanted free Wi-fi.

Jane Martin, RDU’s customer relations manager, speaks to airport employees at a 2011 event about the importance of customer service.

Trust us, we heard you loud and clear. And, Jane and her staff have been working with the Airport Authority’s Information Services and Finance departments to make free Wi-fi happen for a long time. And we’re glad to say that as of September 1, with our business partner Boingo, it’s a reality.

We’re excited to offer a new tiered Wi-fi plan. If you’re just updating your Facebook status or pinning a new recipe, our free plan is for you. But, if you’re squeezing in a web meeting or catching up on work while you wait for your flight, the paid option gives you the speed you need to take care of work quickly. And, if you fly often, the monthly plan will save big bucks.

And beyond Wi-fi, RDU’s customer service team works to ensure that you have the best experience possible at RDU. They set customer service standards that everyone working at the airport, regardless of company, must adhere to.  Mystery shopping and spot checks help make sure everyone is working to this goal.

But, most of the time, changes come from hearing directly from customers. Just like Wi-fi, if there’s something you don’t see at RDU that you’d like or if we’re not giving you an exceptional customer service experience, we invite you to tell us.  We also want to know if someone goes above and beyond to give you exceptional customer service.

So, the next time you’re at RDU, let us know what you’re thinking! Jane and the rest of the customer service team are waiting to hear from you!

About Andrew Sawyer

Andrew Sawyer is the External Communication Specialist for the Raleigh-Durham Airport Authority and is the main writer for RDU’s website, electronic communication and airport publications. He’s also the primary face behind RDU’s social media channels. Andrew also assists with many other things, from media relations to event planning. In fact, he has an advanced degree in "other duties as assigned."
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