Miami-Dade County Mayor Daniella Levine Cava launches “I AM MIA” customer experience campaign
On February 29, Miami-Dade County Mayor Daniella Levine Cava, Miami International Airport (MIA) Director and CEO Ralph Cutié, and key airport partners launched the “I AM MIA” campaign, a pivotal initiative designed to transform the customer experience at one of the nation's busiest airports. The comprehensive program aims to enhance the overall airport experience for passengers and the expansive workforce community of more than 37,000 employees at MIA, the largest economic engine in Miami-Dade County.
Just as we are making record investments in capital improvements at MIA, we are also making historic investments in our workforce. We are hiring additional Lightning Crew members who will prioritize last-minute maintenance issues that affect our visitors and employees on a daily basis. Additionally, when you see an airport employee in the terminal with one of our ‘I Am MIA' vests on, that means they are ready to respond to your travel needs and hear your concerns. Our 1,500 County employees at MIA are on the ready, and our entire 35,000-employee MIA workforce is joining the campaign. We are MIA!
The “I AM MIA” campaign is a pivotal element of MIA’s ambitious Modernization in Action (M.I.A.) Plan, a transformative initiative marked by historic investments in maintenance and capital infrastructure projects. This groundbreaking campaign will deploy dedicated Lightning Crew teams of highly trained employees to strategically patrol the terminal for maintenance issues in need of immediate attention. Other Lightning Crew members will proactively address passenger inquiries and concerns, with the ultimate goal of significantly enhancing the overall customer experience at the airport.
Campaign highlights include:
Customer-Centric Teams: Specially trained Lightning Crew teams will be strategically positioned throughout the terminals to assist passengers and address maintenance issues, fostering a more personalized and responsive experience.
Modernization in Action: Aligned with the M.I.A. Plan, the campaign is part of an extensive effort to enhance operational efficiency and customer experience. It is linked with MIA’s commitment to infrastructure enhancements, including a new parking facility, terminal redevelopment, restroom upgrades, new passenger boarding bridges, and renovated conveyance units, among other improvements.
Record-Breaking Growth: With a record-breaking 52.3 million travelers served last year, the “I AM MIA” campaign responds to the increased demand for both operational improvements and elevated customer care.
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.
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 305-876-7747 five days in advance to initiate your request. Persons who are deaf or hard of hearing may also call 711 (Florida Relay Service).