The new initiative aims to elevate customer service standards and enhance visitor experiences at MIA
Miami-Dade County Mayor Daniella Levine Cava, alongside officials from Miami International Airport (MIA) and the Greater Miami Convention and Visitors Bureau (GMCVB), inaugurated the “I AM MIA” customer service training program. This initiative is designed to enhance customer service across Miami International Airport's extensive workforce of 37,000 employees, improving the overall visitor experience at one of the world’s busiest airports.
Mayor leads the charge for improved customer service
Mayor Daniella Levine Cava led the kickoff event, emphasizing the importance of high-quality customer service in conjunction with ongoing modernization efforts at the airport. The mayor highlighted the program's goal to ensure that every interaction between airport staff and visitors is positive and memorable.
Mayor Levine Cava highlighted the significant investments being made to modernize and upgrade the facility, emphasizing that customer service training at the County’s largest economic engine is now receiving unprecedented attention. With travel at Miami International Airport up by 10% this year, paving the way for a potential new annual record of 58 million passengers, she emphasized the significance of creating a positive and memorable experience for every visitor to Miami-Dade County. She explained that the "I AM MIA" program aims for every airport employee to treat customers with the same care they would show to their loved ones, take pride in their airport and community, and embrace the "I AM MIA" motto with pride.
The "I AM MIA" initiative kicked off with over 70 administrators and supervisors from the Miami-Dade Aviation Department being the first to undergo the training. The program, prepared by the GMCVB, aims to equip and empower Miami International Airport's workforce with the necessary skills and knowledge to improve customer service interactions.
The one-hour training course will be offered to all current Miami International Airport employees and will become a mandatory requirement for all new hires to obtain their airport IDs. This comprehensive training is expected to set a new standard in customer service, reflecting their commitment to excellence.
The evolution of the I AM MIA campaign
The "I AM MIA" campaign is not new; it first launched in March 2024. The initial phase saw the introduction of the Lightning Crew teams—highly trained employees who patrol the terminal to address maintenance issues and passenger inquiries proactively. This initiative aimed to significantly enhance the overall customer experience at the airport, a goal that continues with the new customer service training phase.
Rolando Aedo, Chief Operating Officer of the GMCVB, emphasized that their partnership with Miami International Airport is based on a shared commitment to providing seamless customer service experiences. This collaboration aims to continue attracting visitors for leisure, business, and meetings. He pointed out that most travelers bound for Miami pass through Miami International Airport and form their first impressions of the destination at this world-class facility. Therefore, they want their ambassadors to be well-equipped to assist everyone effectively.
The "I AM MIA" campaign plays a vital role in the larger Modernization in Action (M.I.A.) Plan, a nearly $9 billion effort focused on significant maintenance upgrades and capital improvements over the next ten years. The M.I.A. Plan features major improvements, including restroom upgrades, new passenger boarding bridges, refurbished elevators, escalators, and moving walkways, a parking facility with 2,240 spaces, a four-star hotel, and comprehensive terminal redevelopment projects.
These modernization efforts, coupled with the enhanced customer service training, are designed to ensure that the airport not only meets but exceeds global standards in both infrastructure and customer satisfaction.
As Miami International Airport continues to evolve and improve, staying informed about these changes is crucial for residents and visitors alike. Sign up for the Calle Ocho News newsletter to receive the latest updates on local initiatives, events, and news that matter to you. Additionally, if you’re looking to reach a broader audience, consider advertising with Calle Ocho News. Our platform offers extensive reach within the community, providing an excellent opportunity to promote your business or service.
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