More people are satisfied with Raleigh-Durham International Airport than they were 10 years ago.
On a five-point scale, 99 percent of the 1,536 passengers interviewed for a survey between November 2016 and February 2017 rated RDU a four or five, according to a recent study.
The results represent an increase in customer satisfaction by 2 percentage points from 2014 and an 18-point increase from 2007.
The study, conducted by Confero, Inc. of Cary for the Airport Authority, comes at a time of record-breaking passenger growth for RDU. More than 11 million people traveled through the airport in 2016, topping the previous record, set in 2000, of 10.4 million passengers.
Last month also marked the 40th consecutive month of year-over-year monthly passenger growth, and about 90 percent of seats were filled on flights last month – a record high load factor for the airport.
To keep up with growth, RDU has plans for several major capital projects over the next 25 years, including building a consolidated rental car facility, renovating the parking deck and kicking off a system that will let travelers book and pay for parking online.
The recent customer satisfaction survey measured 14 elements, including parking, ground transportation and security screening. Respondents gave RDU’s terminal facilities, restroom cleanliness and signage inside terminals the highest rating. Wireless internet and baggage claim rated the lowest but still had a majority of satisfied customers.
Enhancements to Wi-Fi are underway, and the Airport Authority continues to work with airline partners to improve bag delivery times, the airport said in a release.
“Serving our customers and connecting them to the people and places that matter most is the passion of everyone who works at the Airport Authority,” Michael Landguth, the group’s president and CEO, said in a statement. “We aren’t resting on our laurels, however. As we enhance our world-class facilities to keep pace with customer demand, we will continue to go above and beyond to make the experience as enjoyable as we possibly can.”
Kathryn Trogdon: 919-829-4845: @KTrogdon