Our Top 5 Common Questions at RDU

It’s officially the holiday season at RDU.  With hundreds of thousands flying in and out of RDU over the next month, it’s also the season for questions about traveling through RDU. Our employees happily answer thousands each day. So which types of questions are the most common?

1. Directions.  “Where is the nearest restroom?”  “Where do I claim my bags?” “Where do I pick up the rental car shuttle?”  “How do I get to the security checkpoint?”

Directional questions mainly come from passengers in the terminals and are the majority we receive.  Our staff never tires of helping people find their way… even when the person is right beside the place they’re asking directions to!

RDU Volunteer P.J. Cavanaugh answers questions from travelers in Terminal 2 a few days before Thanksgiving.

2. Community Information. “Where’s a good restaurant to eat in Chapel Hill?” “How far is Cape Hatteras?” “What’s the best way to get to downtown Raleigh?” “Can I visit Pinehurst and Wilmington in a day?”

Whether these questions are directed to our Guest Services Ambassadors in the terminals or online, these are fun to answer. Besides, each of our ambassadors is a certified N.C. Travel Counselor and is well-versed in N.C. tourism and local destinations.

3. Rules and procedures. “Can I take knitting needles through the checkpoint?” “How do I pack my skis to fly?” “What are the rules on traveling with firearms?” “Can I go with my elderly mother to the gate?”

Many of these questions come via our online feedback system. Most are quite easy, but some require our staff to research a particular rule or procedure, making them a challenge. But, the volume of this type of question demonstrates that our passengers are eager to follow the rules.

4. Flight Status.  “What time does my son’s flight arrive?” “What do I do if there are weather impacts?”  “Can you rebook my flight?” “The flight says arrived, where is my family?”

While we can’t rebook your flight, our staff loves to help you understand flight status issues. From weather delays to codeshares, understanding aviation industry terms and scheduling can be tough. And, if your flight shows arrived, know that it may take a few minutes for passengers to get off the plane and leave the concourse.

5. Special Situations. “We have a special medical condition?” “I have a child with special needs.”

Sometimes a question can lead our staff to work one-on-one with our customers to get them prepared to fly.  Many times, airport staff can’t make the final decision, but we’re happy to bridge the gap between the airport and regulatory agencies to help you travel stress-free.

So, how do you ask questions of RDU?

  1. Use our online feedback system, where 98 percent of questions are answered within 24 hours, if not sooner.
  2. In person at the Information Desks or via a courtesy phone in the terminal.
  3. Call us at 919.840.2123 to speak with someone in Guest Services.

And, don’t forget to check out the newly redesigned rdu.com, with answers to many of your questions, as well as lots of travel tips.  Thanks for asking questions of us at RDU! We’re happy to answer.

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."
This entry was posted in Customer Experience, Customer Service and tagged , , , , , , . Bookmark the permalink.

Please share your thoughts

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s