The training was course prepared by the Greater Miami Convention and Visitors Bureau (GMCVB) to equip and empower MIA’s 37,000-strong workforce with the skills and knowledge necessary to make every customer interaction memorable and positive. The one-hour programme will be offered to all current MIA employees and required for all new hires to receive their airport IDs. The first participants included more than 70 Miami-Dade Aviation Department administrators and supervisors.
“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. The goal of the I AM MIA programme 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!’,” said Miami-Dade County Mayor Daniella Levine Cava, who helped kick off the initiative.
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 $9bn in maintenance upgrades and capital improvements over the next ten 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.
