On July 22, Miami-Dade County Mayor Daniella Levine Cava led Miami International Airport (MIA) and Greater Miami Convention and Visitors Bureau (GMCVB) officials in kicking off the new “I AM MIA” customer service training program, designed to elevate customer service standards among the airport’s 37,000 employees and enhance the visitor experience at the global gateway.
More than 70 Miami-Dade Aviation Department administrators and supervisors were the first participants in the training course prepared by the GMCVB to equip and empower MIA’s workforce with the skills and knowledge necessary to make every customer interaction memorable and positive. The one-hour program will be offered to all current MIA employees and required for all new hires to receive their airport IDs.
The new customer service training is the second phase of the I AM MIA campaign launched in March 2024, when Lightning Crew teams of highly trained employees began to patrol the MIA terminal strategically for maintenance issues needing immediate attention. Other Lightning Crew members proactively address passenger inquiries and concerns, with the ultimate goal of significantly enhancing the overall customer experience at the airport.
The I AM MIA campaign is aligned with the airport’s Modernization in Action (M.I.A.) Plan, which includes nearly $9 billion in maintenance upgrades and capital improvements over the next 10 years such as restroom upgrades, new passenger boarding bridges, renovated elevators, escalators and moving walkways, a 2,240-space parking facility, a four-star hotel, and terminal-wide redevelopment projects.