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.“
Just as we are making unprecedented investments to upgrade and modernize the MIA facility, we are also investing like never before in customer service training at our County’s largest economic engine. With travel up 10% at MIA this year, which puts us on pace for a new annual record of 58 million passengers, leaving a positive and lasting impression on each visitor to Miami-Dade County is more important now than ever. The goal of the I AM MIA program is for every airport employee to treat customers the same way they would treat their loved ones, take pride in their airport and their community, and proudly say ‘I AM MIA!’
Miami-Dade County Mayor Daniella Levine Cava„
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.“
Our partnership with Miami International Airport is built on our mutual affinity to provide seamless customer service experiences involving our destination so we can continue to attract visitors for leisure, business, and meetings. Most Miami-bound travelers transit MIA and have their first impression of our destination at this world-class facility. We want our ambassadors to be best equipped to help everyone.
Rolando Aedo, Chief Operating Officer, Greater Miami Convention & Visitors Bureau„
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.
Miami International Airport, America’s busiest airport for international freight and the second busiest for international passengers, is receiving an unprecedented investment of $7 billion in capital improvements and $1.7 billion in maintenance upgrades. MIA offers more flights to Latin America and the Caribbean than any other U.S. airport and is also the leading economic engine for Miami-Dade County and the state of Florida, generating business revenue of $31.9 billion and approximately 60 percent of all international visitors to Florida annually.