Airport Life: The Customer Information Team

This post is a continuation of Harrisburg International Airport's mini-series in blogging: Airport Life. This series explores the airport community from business and leisure travelers to airport staff.

Carol Watkins,  Susquehanna Club attendant

“I enjoy helping people,” she said with a smile.

Carol Watkins, attendant at the Harrisburg International Airport’s Susquehanna Club, wants to be the guiding hand that aids you in the airport experience. With a pay-it-forward attitude, Carol filled the shoes of an HIA passenger not too long ago.

 On a trip with her husband through the airport, Carol stopped at the information desk to get some advice about her flight. As they left, her husband expressed that an airport customer service representative was exactly the type of job that would be perfect for her. As fate would have it, just a few weeks later Carol came across an advertisement for a position at the airport.


If you can’t find Carol at the information desk on the public side of the terminal, you’ll find her in her living room away from home: The Susquehanna Club, Harrisburg International Airports frequent flyer lounge. The club offers frequent travelers from all airlines a quiet place to work or relax before a flight. Acting as the gatekeeper to the club’s amenities, Carol ensures that club members are able to grab a complimentary beverage, use the free Wi-Fi, or even conduct a business meeting in the conference room.

 One of Carol’s favorite parts of her job is getting to know the frequent flyers that pass through the Susquehanna Club. And, with the intimate feel of the club, Carol is able to get to know a lot of the regulars before they jet off from MDT.


Above all, Carol enjoys the satisfaction she gets from being able to help others, because in the end it’s just what she loves to do.


Airport staff and airlines work hard to ensure customer satisfaction. As airport staff work to help the public, do you think the services provided at airports meets customer demands? If so what are some good examples you’ve found in your travels?

And if remembering the exact date of her first day isn’t a testament to her wealth of knowledge, Carol works hard to ensure that she can help you answer whatever question you may have as you travel through our hub.
Before becoming an on-staff airport guru, Carol brought smiles to a different industry: dentistry. For 20 years, she worked as a receptionist in a local dental office. Moving on to MDT, Carol’s first day with the airport was May 16, 2007.