Information counters go virtual with live video chats

Virtual Information Assistant monitor located in Terminal E Information Counter

Visitors to Miami International Airport looking for in-person directions or assistance while still maintaining their social distance can now do both, thanks to the airport’s new Virtual Information Assistant (VIA) counters.

With the tap of a button, users can live-chat with one of the airport’s public service assistants via two-way video monitors and get contactless airport information. Centrally located pre-security near Door 13 on the departure level and near Door 2 on the arrival level, the VIA counters are staffed from 7 a.m. to 11 p.m., ready and waiting to provide customers with travel tips, flight updates, or dining suggestions.

“The VIA counters allow us to continue assisting our growing number of passengers and visitors, while still keeping them and our employees safe from close in-person contact,” said Rupen Philloura, MIA Terminal Operations Division Director.

The launch of the VIA counters follows two other contactless customer service improvements introduced at MIA this month. Ordering food and beverages at MIA is now as safe and easy as click, grab and go with MIA2GO, the airport’s new contactless mobile platform that puts customers in the fly-through lane to quickly browse menus, order, and pay before making their pick-up at restaurants throughout the airport.

Also, just in time before the holiday travel season, MIA and U.S. Customs and Border Protection (CBP) last week announced the airport-wide expansion of Simplified Arrival – CBP’s enhanced international arrival process that uses facial biometrics to automate the manual document checks already required for admission into the U.S. Among the leading U.S. airports for international passengers, MIA is the latest to fully deploy Simplified Arrival.