On February 29, Miami-Dade County Mayor Daniella Levine Cava, Miami International Airport (MIA) Director and CEO Ralph Cutié, and key airport partners launched the “I AM MIA” campaign, a pivotal initiative designed to transform the customer experience at one of the nation’s busiest airports. The comprehensive program aims to enhance the overall airport experience for passengers and the expansive workforce community of more than 37,000 employees at MIA, the largest economic engine in Miami-Dade County.
The “I AM MIA” campaign is a pivotal element of MIA’s ambitious Modernization in Action (M.I.A.) Plan, a transformative initiative marked by historic investments in maintenance and capital infrastructure projects. This groundbreaking campaign will deploy dedicated Lightning Crew teams of highly trained employees to strategically patrol the terminal for maintenance issues in need of immediate attention. Other Lightning Crew members will proactively address passenger inquiries and concerns, with the ultimate goal of significantly enhancing the overall customer experience at the airport.
Campaign highlights include:
Customer-Centric Teams: Specially trained Lightning Crew teams will be strategically positioned throughout the terminals to assist passengers and address maintenance issues, fostering a more personalized and responsive experience.
Modernization in Action: Aligned with the M.I.A. Plan, the campaign is part of an extensive effort to enhance operational efficiency and customer experience. It is linked with MIA’s commitment to infrastructure enhancements, including a new parking facility, terminal redevelopment, restroom upgrades, new passenger boarding bridges, and renovated conveyance units, among other improvements.
Record-Breaking Growth: With a record-breaking 52.3 million travelers served last year, the “I AM MIA” campaign responds to the increased demand for both operational improvements and elevated customer care.