How Flagship’s Training Center Prepares Employees for Success at RDU

As one of the fastest-growing airports in the United States, Raleigh-Durham International Airport (RDU) welcomes millions of travelers each year while steadily expanding its operations. Supporting that growth requires operational consistency, a well-prepared workforce, and an unwavering focus on the passenger experience.

The Challenge

Training new employees inside a busy airport presents unique challenges. With operations continuing around the clock and supervisors focused on daily service delivery, new hires have limited opportunities to build hands-on experience before entering passenger-facing areas. Employees must also complete the airport security badging process to gain access to the terminal, creating a gap between their hire date and first day on the job.

Flagship saw an opportunity to make better use of that time by improving the onboarding experience. The goal was to ensure employees arrived at the airport ready to perform with confidence.

The Solution

To make the most of the time before employees are given airport access, Flagship established a dedicated off-site recruitment office and employee training center exclusively for RDU.

The training program reinforces the role every employee plays in shaping the passenger experience through visibility, professionalism, and hospitality. By the time employees receive their airport credentials, they’re already familiar with Flagship’s cleaning procedures, operational standards, and service expectations. As a result, they can transition seamlessly into the airport and begin contributing from day one.

The Outcome

The off-site training center has become a vital part of Flagship’s long-term strategy to support RDU’s continued growth while strengthening the passenger experience. As passenger volumes surpassed original projections, Flagship has:

• Increased staffing from the original contract target of 128 FTEs to more than
• 160 employees, with additional hiring planned.
• Created a dependable onboarding experience that prepares employees for success in the airport environment.
• Reinforced a culture centered on hospitality, safety, and service.

By investing in employee readiness, Flagship has created a more efficient onboarding process that allows supervisors to spend less time on foundational training and more time coaching employees in the field. New team members are able to integrate into airport operations more quickly while delivering the consistent service standards passengers expect.

For RDU, these behind-the-scenes investments help ensure the airport can continue growing without compromising cleanliness, safety, or the overall passenger experience.