June 2025 Employee of the Month: Airport agent speaks the language of compassion to assist a deaf traveler
Last month, MIA Operations Specialist Michael Pantoja responded to a call from the airport’s operations center to assist a passenger at one of MIA’s information counters. When he arrived, he discovered that the passenger was deaf and had missed his flight.
Using notes on their phones to communicate, specialist Pantoja accompanied the passenger to the airline ticket counter to explore possible solutions.
Specialist Pantoja took it upon himself to find the next available flight for the passenger, which was scheduled for three days later. Unfortunately, the passenger did not have enough funds to change his ticket. In an exceptional act of kindness, Pantoja personally covered the $120 cost of the new ticket.
“His actions are a testament to his compassion, professionalism, and dedication to service,” said his supervisor, Senior Operations Agent Zuleidys Rodriguez.
Because of Pantoja’s compassion and generosity above and beyond the call of duty, he was named the I AM MIA Employee of the Month for June 2025.
Miami International Airport, America’s busiest airport for international freight and the second busiest for international passengers, is receiving an unprecedented investment of $14 billion in capital improvements and 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 $212 billion and approximately 60 percent of all international visitors to Florida annually.
To request materials in accessible format, Sign Language Interpreters, CART services and/or any accommodation to participate in any Miami-Dade Aviation Department (MDAD) public meetings and events please email the ADA Office at ADAcoordinator@miami-airport.com or call the office in 305-869-1859 five days in advance to initiate your request. Persons who are deaf or hard of hearing may also call 711 (Florida Relay Service).