STSO Ponce noticed that the mother and child were having difficulties and initiated a conversation with them to learn more about their situation. When she learned about their challenging circumstances, she bought them refreshments out of her own pocket before they continued their trip home.

When a passenger tripped over his luggage and sustained a head injury, Wendy immediately stepped in to help. She remained calm under pressure and used her own work vest to apply pressure while staying on the floor with the passenger. She kept the passenger’s head supported, helped to control the bleeding, and kept him conscious until Miami-Dade Fire Rescue responders arrived to provide medical attention.

“Wendy’s professionalism in such a critical moment reflects the highest standards of our team,” said Marisol Lorie, the MIA Operations Senior Agent who nominated Wendy. “Her dedication, positive attitude, and consistent commitment to excellence have not gone unnoticed.”

“The situation was on the edge of becoming a nightmare,” the traveler said. “If I got off the plane to find the bag, my family would land at SFO late at night without me, with no car keys, no car seats, and no safe way to get home. If I stayed, I would lose my laptop and wallet and be stranded in Miami with no way to pay for anything. There was no good answer, but American Airlines Gate Agent Luis Hernandez changed everything.”

When the traveler told Luis about his desperate situation, Luis didn’t hesitate to ask him what the backpack looked like and ran back into the terminal to find it. Moments later, he returned with the backpack in his hands.

“In that one act, Luis protected my elderly parents, my wife, and my two young children from a frightening night, saved me from a very difficult Monday at work without my laptop, and turned what could have been the worst day of our family trip into a story we will tell for years,” the traveler said in an email to MIA. “Luis represents the very best of MIA and American Airlines. He went above and beyond in a way that genuinely saved my family. I cannot thank him enough, and I hope MIA will recognize him through the I AM MIA program.”

Because of Luis’ quick feet and extraordinary compassion, he was named MIA’s June 2026 Employee of the Month.

After waiting at the airport for her mother to arrive and not being able to contact her, Hakima was distressed and feared she was lost and alone in Miami. She went to work the next day and explained the situation to her supervisor. She and her supervisor contacted the airline, the local police department, and MIA in search of answers, which led them to MIA Operations Senior Agent Pamela Coney.

“Pamela’s actions went far beyond normal expectations and exemplified the highest standards of customer care and humanity,” said Hakima’s supervisor, in an email to MIA. “From the very beginning, Pamela took full ownership of the situation. She listened carefully, demonstrated genuine empathy, and treated the matter with urgency and seriousness.”

After receiving a photograph of Hakima’s mom taken before her flight, Pamela personally searched the airport for her. Because of her initiative and persistence, Pamela successfully located the traveler and immediately contacted Hakima.

With her supervisor’s assistance in merging the calls, Hakima and Pamela coordinated with an Arabic-speaking employee at MIA to assist her mom. Pamela then took the extra step of reassuring everyone that she would check on Hakima’s mom before she ended her shift to ensure her continued well-being.

“Pamela’s actions transformed a moment of fear and uncertainty into one of relief, reassurance, and trust,” Hakima’s supervisor wrote. “She did not simply follow procedure; she displayed outstanding judgment, compassion, and accountability while representing the organization at its very best. I strongly believe Pamela’s actions merit recognition. Her conduct reflects exceptional character, customer advocacy, and a standard of care that positively impacts both employees and passengers during their most vulnerable moments.”

Because of Pamela’s extraordinary care and compassion, she was named MIA’s May 2026 Employee of the Month.

Before volunteering at MIA, Langdale served the Miami-Dade Aviation Department for 36 years as a senior terminal operations agent and briefly worked part-time as a wheelchair attendant for passengers with limited mobility. Having taught himself multiple languages and being fluent in English, Spanish, Portuguese, and what he fondly calls “Airport German,” Langdale frequently provides medical translation assistance for Spanish speakers in moments of need.

In recognition of his service, Langdale received two round-trip main cabin tickets from Delta Air Lines to fly anywhere within the continental United States, and a Miami Spice dinner for two from the Greater Miami Convention and Visitors Bureau (GMCVB).

Four runner-up winners - Jeff Wander, Maria Rios, and Miryam and Martin Crossland - also received either a Miami Spice Dinner for two or a Miami Spa Month treatment, thanks to the generous support of the GMCVB.

After the deputies tried to find an airline employee who could provide wheelchair assistance during the busy peak travel period, they literally took matters into their own hands and improvised a way for the couple to reach the airline check-in counter on the next level up without a wheelchair.

They secured a luggage cart, loaded the couple’s bags, and safely lifted the passenger with disabilities onto the cart. One deputy wheeled her through the terminal, while the other followed on their bicycle and accompanied the other traveler. They escorted the couple directly to their airline check-in counter and ensured that they received immediate assistance.

“In my haste to get checked in, after thanking the officer, I neglected to get their names from their uniform IDs,” the traveler wrote in an email after he arrived at his destination. “I’m hoping my description of the date, time, and location will allow you to identify the officers and again thank them for all their assistance and make sure they receive any special recognition you have to offer.”

In recognition of their compassion, initiative, and “I am MIA” attitude, deputies Hernandez and Mendez were named MIA’s April 2026 Employees of the Month.

When Miguel and Paul saw the nearby vehicle engulfed in flames and plumes of smoke filling the air, they each sprang into action, running to find fire extinguishers and put out the flames. Once they realized the extinguishers were not enough, they quickly established a safe perimeter to keep passengers and employees out of harm’s way while Miami-Dade Fire Rescue and emergency personnel arrived at the scene. Fortunately, the incident did not cause any injuries and only resulted in a temporary traffic delay, thanks to Miguel, Paul, and other Landside Division team members who diverted traffic and guided passengers to alternate routes.

Because Miguel and Paul’s quick thinking, courage, and “I AM MIA” spirit, they were named MIA’s March 2026 Employees of the Month.

Two mobile ventanita coffee stands from La Cafeteria offered a free colada or cortadito, and La Carreta served free coffee, croquetas and pastelitos to MDAD employees. In recognition of their dedication to serving more than 55 million passengers annually at the gateway to the 305. At 3:05 p.m. the ventanitas let out plumes of steam from the top of the giant cafeterias. In true 305 style.

To make matters worse, her father walks with a cane because of a knee replacement and has other significant medical challenges, including a recent triple bypass surgery and mild dementia. As Saldenha and her father made the long trek across concourses, she tried to schedule wheelchair assistance for her father but was unsuccessful.

Eventually, when her father needed a break from walking, she had to leave him seated alone in a concession area so she could continue searching for help. That’s when she reached the Caribbean Airlines check-in counter and found Caribbean Airlines Supervisor Caridad Formeza, DAS wheelchair attendant Norma Ferraz, and Swissport agent Jennifer Hernandez. They came together to assist her father by securing a wheelchair and ensuring he was safely transported.

“Upon learning of our situation, Caridad took immediate ownership and ensured assistance was arranged,” said Saldenha. “Norma walked a considerable distance to retrieve my father and safely brought him back in a wheelchair. Jennifer and Caridad worked together with patience and professionalism to secure our seats, and Norma remained with us throughout the boarding process, ensuring my father’s comfort and safety. Their actions went far beyond routine customer service. In a moment when we felt vulnerable, they showed empathy, urgency, and humanity that restored our faith and transformed a traumatic experience into one marked by dignity and care.”

Because Caridad, Norma, and Jennifer went above and beyond to demonstrate outstanding compassion, customer service, and the “I AM MIA” spirit, they were named MIA’s February 2026 Employees of the Month.

Since the bag had no contact information on the outside or inside, Gillen began scanning through the contents to find some way of contacting the owner. She finally found an email address on one of the documents and gave that a try. Soon after, Gillen received a reply from the owner, who was overcome with emotion because the items in the suitcase were truly priceless to her.

“When I received Ms. Gillen’s email, I cried,” the owner said in her commendation letter to MIA. “I was traveling to Ecuador for a ribbon-cutting of my childhood home, which my mother had donated to a family foundation named in my father’s honor. Ms. Gillen was able to locate, among other documents that were in the bag, my husband’s email address. Only a kind and caring person dedicated to her job would go the extra mile. Part of the ribbon-cutting ceremony was to enlarge the childhood photos of my father and other family pictures in the suitcase so they could be displayed at the foundation office. When I spoke with Ms. Gillen, she said that she knew that this was a special suitcase because of the papers that it contained, as well as the memories that would be lost if the photographs were not returned to me.”

Gillen then scheduled a phone call with the traveler to review all the items in the suitcase and arrange for its delivery to her.

“The next day, when we spoke with Ms. Gillen, I cried again,” said the passenger. “As we talked, I explained to her that the luggage also had several pieces of jewelry with great sentimental value. She had not previously opened the other bags in the suitcase. As we spoke, she opened the plastic bags and found all the jewelry I had described to her. I cried again and thanked her continuously. I sent her my blessings. A couple of days later, the bag arrived at our house with all the contents untouched. That was a miracle.”

Because Gillen went the extra mile to reconnect the passenger with their precious cargo and provide a happy ending to their travel story through MIA, she was named the airport’s January 2026 Employee of the Month.

After being commended by Mayor Levine Cava, Miami-Dade County Chief Operating Officer Jimmy Morales, and American Airlines Miami Hub Vice President Juan Carlos Liscano for their teamwork and dedication in 2025, employees received a recap from MIA Director and CEO Ralph Cutie of the airport’s numerous milestones last year that have prepared MIA for the County’s blockbuster events calendar in 2026.

Most recently, MIA welcomed more record-breaking numbers during its winter travel season from December 19 to January 5, with nearly 3.3 million passengers - a 1.2% increase from the same period last year.

Pivotal airport improvements in 2025 include: the completion of the 2,240-space Ibis Garage, which increased MIA’s parking capacity by 30%; the largest single deployment of Enhanced Passenger Processing at any U.S. airport, providing faster and more secure arrivals for U.S. citizens entering the country; upgrading one of its busiest passenger checkpoints with the latest TSA screening technology, designed to be 30% faster than the traditional checkpoint; the launch of biometric eGates by CLEAR at two of MIA’s busiest TSA checkpoints; the modernization of 38 elevators, escalators, and moving walkways, which makes 95% of MIA’s 616 units operational; the 44^th total bathroom renovation, putting that airport-wide project at 23% completion; and 32 modernized passenger boarding bridges to date, which is 25% of all bridges at MIA

In mid-September, when MIA people mover technician Leonardo Cepera with Crystal Movers saw a passenger lose consciousness while standing at the MIA Mover train platform, he immediately began to administer CPR. MIA Landside officers Michelle De La Hoz, Julian Berrios, Jordan Chanying, Gerald Cerna, U.S. Customs and Border Protection Officer Andrew Checcia, and Crystal Movers employee Alejandro Ortega were also nearby and responded to the incident, taking turns in performing CPR on the passenger for over 15 minutes straight.

Miami-Dade Sheriff’s Office Deputy Omaira Burgos and a Miami-Dade Fire Rescue team soon arrived after MIA Landside Division Director Juan Ruano helped guide them to the difficult-to-find location. The passenger was then transported to the hospital for medical treatment and remained in stable condition.

Because of their outstanding compassion, quick thinking, and teamwork, Cepera, De La Hoz, Berrios, Checcia, Chanying, Cerna, Ortega, Deputy Burgos, and Ruano were named MIA’s September 2025 Employees of the Month, which made them eligible for the Employees of the Year honor.

The airport’s annual I Am MIA employee recognition gala, held at the MIA Hotel’s Viena Restaurant, also recognized each Employee of the Month winner from 2025. To learn more about all the monthly winners and the I AM MIA Reward and Recognition Program, visit the I AM MIA program’s web page.

She found a way to effectively communicate with the passenger and arranged for the passenger’s checked luggage to be transferred to an earlier flight. She also worked with her supervisors to secure a seat closer to the front of the plane for ease of travel. She ensured that the flight crew was informed about providing the passenger with extra assistance, including the supply of a wheelchair upon arrival in their home country.

Modikhan personally coordinated with the wheelchair agents to ensure the passenger would be escorted to the gate promptly, and she also helped re-pack the passenger's items for check-in. Throughout this process, Modikhan ensured that all the passenger’s needs were met, and that they felt supported and comfortable during an otherwise stressful experience.

Because Modikhan went the extra mile with empathy and compassion for a traveler in need, she was named MIA’s December 2025 Employee of the Month.

Anderson was on the ground assisting a passenger who appeared to be having a seizure. She had positioned the passenger on their side to ensure they didn’t choke and had already bundled up a shirt under their head to help them avoid a head injury. Anderson and Rodriguez remained with the passenger until paramedics arrived, and Anderson relayed all the information that she could. She also assisted the passenger’s airline with finding all their belongings. 

Because of Anderson’s quick thinking and compassion for a passenger in medical distress, she was named MIA’s November 2025 Employee of the Month. 

Because her arrival from St. Thomas was delayed, the 81-year-old passenger and her carry-on pet missed her two connecting flights from MIA, leaving her in a challenging situation. Despite the circumstances, Aura’s calm demeanor and unwavering compassion made an impression on the passenger.

Instead of choosing the easy solution, Aura personally escorted the passenger and her pet to multiple gates to explore possible flights and ultimately accompanied them to the rebooking area.  Aura stayed with the passenger until she was successfully rebooked to Dallas-Fort Worth that same evening, which allowed her to catch a connecting flight to Santa Fe early the next morning and avoid an overnight stay in Miami.

“I realize this is her duty, but it really impressed me that Aura didn’t just shrug her shoulders and take the easy solution for me to stay overnight at MIA,” said the passenger. “That would have eaten up another long day. Yes, it’s part of the job, but I appreciate the personal effort she put into it.”

Because Aura turned a difficult day into a manageable one and left a lasting impression of care, empathy, and the “I Am MIA” mindset for customer service, she was named MIA’s October 2025 Employee of the Month.

According to the News Service of Florida: “The 2025 Above & Beyond honorees represent a kaleidoscope of energy and industry – and a powerful model for change. They bring new perspectives to sectors as diverse as broadcast journalism, real estate, higher education, social services, and lobbying. Whether bolstering research, modernizing healthcare, or keeping communities informed, this year’s honorees are undeniably making the Sunshine State a more dynamic and prosperous place.”

Finol is spearheading MIA’s multi-billion-dollar Modernization in Action (M.I.A.) Plan, which will completely transform Florida’s busiest international gateway over the next five to 10 years. The 208 projects within the M.I.A. Plan are paving the way for MIA to accommodate its projected growth of up to 77 million passengers and five million tons of cargo by the year 2040.

Finol is a seasoned engineer with decades of experience who oversees all aspects of major construction projects at MIA. In her current position, she leads a team of 62 engineers, architects, construction managers, and other professionals who are responsible for the runways, taxiways, and other facilities at MIA and the county’s four general aviation airports.

The M.I.A. Plan includes unprecedented renovation and expansion projects, including: the new 2,240-space Ibis garage opening this December; the new Concourse K expansion scheduled to open in 2029; and the $745-million Central Terminal redevelopment project, which will modernize MIA’s oldest terminal area by 2031.

The News Service of Florida is the state’s most comprehensive and in-depth source of political and policy news, including legislative and budgetary issues, the courts, the Florida economy, and more.

Miami-Dade Sheriff’s Office Deputy Omaira Burgos and a Miami-Dade Fire Rescue team soon arrived after MIA Landside Division Director Juan Ruano helped guide them to the difficult-to-find location. The passenger was then transported to the hospital for medical treatment and remained in stable condition.

Because of their outstanding compassion, quick thinking, and teamwork, Cepera, De La Hoz, Berrios, Checcia, Chanying, Cerna, Ortega, Deputy Burgos, and Ruano were all named MIA’s September 2025 Employees of the Month.

The passenger expressed that, although her disabilities aren’t always visible, Susan made her feel safe and supported. Susan recognized that the passenger did not request a wheelchair but still needed assistance navigating the airport. She helped the passenger with her luggage and guided her to her gate, demonstrating remarkable kindness, attentiveness, and compassion from the moment they met.

Two days later, the passenger sent MIA an email praising Susan, stating, “Susan’s actions went far beyond simply assisting me. She made me feel truly seen and supported during what can be a stressful process. Susan’s exceptional service is an outstanding example of how disability assistance can be both professional and deeply compassionate.”

Fang, who speaks Cantonese and some Mandarin, immediately assisted the traveler when he heard about the situation. The verification center accepted him as a translator, which allowed him to ask the passenger the necessary questions and convey her answers.

The passenger was understandably concerned about missing her flight, but Fang's friendly demeanor and cheerful attitude helped to put her at ease. Once Homeland Security confirmed the passenger’s identity, she was allowed to complete the screening process with no issues. His initiative and quick actions helped the passenger make her flight and eased her worries as well. To top it off, he personally escorted her to her gate to make sure she didn't have any more problems.

Because of his outstanding dedication and compassion for a passenger in need, Fang was named MIA’s July 2025 Employee of the Month.   

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.

Once Deputy Chavarría found an affordable hotel nearby, she and fellow deputies Yimy Iglesias and Alexander Mangels pooled their own money together to buy food for the family and pay for a one-night stay in the hotel. They personally took the family to the hotel to ensure they were safe and comfortable. They also helped the family contact the Miami-Dade County Homeless Trust for financial assistance to buy bus tickets and return home.

Because of their compassion and generosity in helping a family in need, deputies Chavarría, Iglesias, and Mangels were named the I AM MIA Employees of the Month for May 2025.

MIA’s Volunteer Ambassadors, who are 16 years old and up, dedicate their time to assisting MIA visitors during four-hour shifts at least twice a month. Volunteer Ambassadors receive discounts at MIA and at local attractions. To volunteer at MIA or to learn more, visit the MIA Volunteer Ambassador web page.

The woman desperately explained that her husband had been rebooked on another flight but if he missed it, he would also miss his ship and potentially lose his job.

Meyer contacted another Operations Agent, Naser Edeeb, to discuss how they might be able to help. Edeeb went to meet the traveler, who was visibly exhausted after his long journey from Manila to Miami and being stranded at the airport.

Edeeb reassured the passenger that he would do everything he could to help him. He contacted the airline manager on duty and asked if the luggage fee could be waived, but he was told that the airline could not make any exceptions.

Deeply moved by the passenger’s urgent situation and his wife’s tearful pleas over the phone, Edeeb used his own credit card to cover the bag fees and gave the passenger some extra money for food since he had not eaten either. Edeeb returned to his desk and shared what happened with Agent Meyer, who immediately volunteered to split the cost of the passenger’s expenses with Edeeb.

Because of their extreme generosity and teamwork, Meyer and Edeeb were named the I AM MIA Employees of the Month for April 2025.

Without hesitation, Jonathan bought the man some food and then went from airline to airline trying to find assistance. Finally, Jonathan bought the man a one-way ticket to London out of his own pocket so he could get home.

“At a time when true generosity can seem rare, his selflessness and compassion are nothing short of inspiring,” said the British Airways employee who nominated him. “If miracles of human kindness exist, Jonathan embodies them. What matters most is the impact of his actions - a testament to the power of empathy and the difference one person can make.”

Jonathan’s extreme generosity and compassion earned him the I AM MIA March 2025 Employee of the Month award.

Pastor was the first to witness the incident in front of MIA TSA checkpoint 10 and try to restrain the violent passenger, who then swung at Pastor and other passengers nearby.  The passenger then entered the checkpoint and began to swing at Officer Mullings, who was able to grab and hold him for a while until the passenger broke free. While running away, the passenger tripped and fell over a luggage cart. Officer Martinez was then able to grab the passenger’s feet and restrain him, even with the passenger striking him multiple times. Officers Herrera Zuniga and Martinez were then able to hold the passenger down until Miami-Dade Sheriff’s Office deputies arrived and detained him.

Because of Powell and Bielecki’s trustworthiness and concern for the passenger who lost their purse, they were named MIA’s January 2025 Employees of the Month.

Tullmann tried to book the man on a flight to his home country of Egypt with numerous airlines but was unsuccessful. He was able to find some adult diapers in MIA’s Lost and Found Office and buy the passenger some lunch. At 2:30 p.m. that day, Tullmann informed incoming Terminal Operations Senior Agent Michael Casellas of the stranded passenger’s situation and that he could not get up from his wheelchair without help. Tullmann let Casellas know that he was willing to stay after his shift to help in any way that he could.

Tullmann and Casellas contacted the Miami-Dade Homeless Trust and Miami-Dade Fire Rescue to assist the passenger and verify that he was cleared for travel. With the assistance of a Homeless Trust representative and Fire Rescue, they then used MIA’s employee gym to help the passenger shower and change into new clothes. Finally, they booked the passenger on a flight to Cairo and stayed with him until his bags were taken to the gate, at which point he boarded the flight.

Because of their compassionate efforts to go far above and beyond the call of duty, Tullman and Casellas were named MIA’s Employees of the Year at the airport’s annual I AM MIA Reward and Recognition Gala on December 12. Both were rewarded with a pair of tickets from American Airlines to fly anywhere in the continental U.S., Mexico, or the Caribbean, one-night stays and spa treatments at The Standard Hotel in Miami Beach, and vouchers for dinner at La Mar by Gastón Acurio in the Mandarin Oriental Miami Hotel.

The gala event, held at the MIA Hotel’s Viena Restaurant, also recognized each MIA Employee of the Month winner from 2024. Tullman and Casellas won the monthly honor in October. To learn more about all the monthly winners and the I AM MIA Reward and Recognition Program, visit the I AM MIA program’s web page.

Without getting flustered, Varona immediately contacted MIA’s operations center to call emergency responders for assistance while she remained on the scene, providing comfort and support to the young mother. She also managed the crowd that had gathered, helping to secure the area and provide the woman privacy. Within minutes, a baby boy was born, and both the mother and newborn were transported to a nearby hospital for additional medical care.

Because of her quick thinking and benevolence during a passenger’s desperate situation, Varona was named MIA’s December 2024 Employee of the Month.

The passenger with the missing identification was extremely stressed and was desperate to board the plane with his family. Unfortunately, the passenger missed his flight after the TSA finally confirmed his identity, causing the passenger’s stress level to climb even higher. Gilbert pulled the passenger to the side to calm him down and explain to him that even though he missed his flight, he might still be able to rebook and travel the next day.

This is when the passenger explained that he was in a panic because he had no access to money, he was struggling with mental health issues, and the medicine he needed was with his family that just departed.

Gilbert continued to calm the passenger and help him find a solution. The passenger was able to call a distant relative and ask for help, but the relative didn’t believe him. Gilbert asked to talk to the relative and explained the situation to remove their doubts. They booked the passenger on a flight the following day, which put the passenger at ease.

After Gilbert walked the passenger to the ticket counter and helped him check in for his flight, he went the extra mile and walked the passenger to the food court to buy him enough food for the rest of the day and the next morning. There were a few points when the passenger had emotional outbursts, and Gilbert’s co-workers were ready to call law enforcement, but Gilbert was able to de-escalate the passenger each time.

“Gilbert showed compassion, patience, and empathy,” said TSA Supervisor Lindin Loubeau. “He treated the passenger with respect and dignity. I was beyond proud of him that day. Thank you for the lesson in humanity, Gilbert!”

Because of his compassionate customer service, Gilbert was named MIA’s November 2024 Employee of the Month.

Tullmann tried to book the man on a flight to his home country of Egypt with numerous airlines but was unsuccessful. He was able to find some adult diapers in MIA’s Lost and Found Office and buy the passenger some lunch. At 2:30 p.m. that day, Tullmann informed incoming Terminal Operations Senior Agent Michael Casellas of the stranded passenger’s situation and that he could not get up from his wheelchair without help. Tullmann let Casellas know that he was willing to stay after his shift to help in any way that he could.

Tullmann and Casellas contacted the Miami-Dade Homeless Trust and Miami-Dade Fire Rescue to assist the passenger and verify that he was cleared for travel. With the assistance of a Homeless Trust representative and Fire Rescue, they then used MIA’s employee gym to help the passenger shower and change into new clothes. Finally, they booked the passenger on a flight to Cairo and stayed with him until his bags were taken to the gate, at which point he boarded the flight.

Because of their compassionate efforts to go far above their call of duty, Tullman and Casellas were named MIA’s October 2024 Employees of the Month.

After calling Miami-Dade Fire Rescue (MDFR) for assistance, Diaz listened to the security guard’s heartbeat and breathing, learning that her heartbeat was racing and she was wheezing. He loosened her shoelaces and put her on her side so she would not choke on her saliva. Winston also had to put his arm under her head to shield it from hitting the concrete floor, because she was lifting her body to gasp for air.

Lead TSA Officer Michael Castellanos arrived soon after and worked with Diaz to guide MDFT to their location. When Fire-Rescue arrived, the paramedic asked Castellanos and Diaz to help her move the security guard to an open area closer to MDFR’s truck.

Castellanos and Diaz moved the security guard onto a chair with wheels and carefully but quickly rolled her over to where MDFR could better assist her. After conducting an assessment and treating her on the scene, MDFR transported her to the hospital, where she received additional treatment. Castellanos noticed the security guard’s personal belongings were nearby and brought them to the truck just before it departed.

Because of their compassionate, lifesaving actions, Diaz and Castellanos were named MIA’s September 2024 Employees of the Month.

Cutié was one of six recipients of the publishing company’s Industry Leader Awards, which recognizes “the best and brightest in the travel industry” and “those leading the way in their fields,” including airports, aviation, cruise lines, hotels, green initiatives and sustainability, and diversity, equality, and inclusion. At the Sept. 19 event, MIA also received awards for Best Family-Friendly Domestic Airport and Favorite Airport Shopping.

The team at FXExpress Publications, Inc., submitted nominations for industry leaders in each of the categories. After all nominations were compiled, a survey was distributed to all members of the FXExpress team to select the final Industry Leader honoree.

Last week, MIA was also named Best Family-Friendly Domestic Airport by WhereverFamily, a trusted travel source for family travel and part of the FXExpress Publications, Inc., family of publications. Readers of WhereverFamily voted for the best in family travel across a range of categories collected from Nov. 1, 2023 to July 1, 2024.

Last month, MIA earned the Favorite Airport Shopping Award last month from Trazee Travel, another FXExpress Publications resource. Trazeetravel.com conducted a survey of its readers from Aug. 15, 2023, to April 16, 2024, with open-ended questions for the best in many categories important to the millennial travel market (under 40 years of age). Only those questionnaires where more than 50 percent of the questions were completed were counted. Those with less than 50 percent answered were discarded. Employees of the magazine or individuals associated with the travel industry were not able to participate in the survey.

FXExpress Publications, Inc., based in Yardley, Pa., is a privately held company publishing Global Traveler, globaltravelerusa.com, FX Excursions, eFlyer, and several annuals. WhereverFamily LLC publishes whereverfamily.com and its related brands, and Trazee Travel, LLC publishes trazeetravel.com.

Dauphin tried to help the father by contacting both the airline’s customer service department and ticket counter to explain the challenging circumstances, but the airline was not able to offer any assistance. When Dauphin realized that the passenger had no other options, he generously decided to pay for the man’s ticket out of his own pocket.

For his selfless actions that went far above and beyond his call of duty, Dauphin was named MIA’s August 2024 Employee of the Month.

The family of three had arrived from Newark, New Jersey but were unable to make their connecting flight to their home country of Venezuela. They also had little documentation to travel and not enough money for food or a hotel.

After learning about her situation, MDAD Senior Operations Agent Melissa Hernandez contacted American Airlines and MDPD for assistance. MDPD Officer Megahar responded with compassion and understanding, even giving the woman cash for food, stickers, and a coloring book for her children.

Hernandez also coordinated with American Airlines Customer Service Managers Maria Simone and Jesus Cruz to explore the possibility of helping the woman and her children obtain the necessary documents for travel or secure hotel accommodations for the evening. At the same time, MDAD Operations Specialist Yanelis Olbera cut her shift break short and spent time attending to the woman’s children, who were visibly tired and distressed. While continuing to manage his regular assignments, MDAD Operations Agent Erick Montealto assisted the woman by storing her two large suitcases in MDAD’s offices so she wouldn't have to drag them around while the team of employees worked on her arrangements.

Hernandez walked the family to a nearby MIA food court and graciously purchased them each a meal with her own money. Despite having finished her shift and being asked to assist when she was on her way home, Simone gladly stopped to help and was able to secure the family a two-night hotel accommodation with meal vouchers.

Olbera and Montealto stayed with them until they finished their meal and helped the woman call the hotel to arrange a shuttle pick-up from MIA. On the American Airlines side, Cruz had just arrived at work when he found out what was happening, and he immediately began arranging travel for the family.

“This story truly exemplifies what we mean when we say, ‘We are MIA,’" said Krizi Padilla, the MDAD Terminal Operations Supervisor who nominated the group to be Employees of the Month. “I am sure that this woman and her oldest son will never forget the actions of all involved today in making her situation a little bit easier. My heart is warmed by this magnificent display of kindness and compassion by all involved. I wanted to offer my sincerest gratitude to all of them for making this airport a better place and working hard to help our customers.”

Because of their compassion, teamwork, and customer-first attitudes, the group of employees was named MIA’s Employees of the Month for July 2024.

Luckily, Miami-Dade Aviation Department Special Events Division employee Lien Jobst saw the wallet on the ground in the garage and immediately went to several airline check-in counters in the area to look for the owner. When that wasn’t successful, he called his supervisor, Cesar Ledesma, for assistance. After Cesar looked through the wallet and found the owner had an address in Lima, Peru, he started checking with the three airlines at MIA that have flights to Lima.  

The second airline Cesar contacted was Sky Airlines Peru, which confirmed that the owner was departing on their flight that day. An airline supervisor got in contact with the passenger, verified his identity, and reunited him with his wallet, for which he was immensely grateful and relieved.

Because Lien and Cesar went the extra mile to turn what would have been a travel nightmare into a miracle for one fortunate traveler, they were named MIA’s June 2024 Employees of the Month.

The passenger explained that she had already been screened but then returned to the pre-security area to ensure her checked baggage successfully made it to her connecting flight. Instead of taking her purse and carry-on luggage with her, she had left them with another passenger she had just met while sitting in the concourse.

Colón decided to help the passenger by obtaining as much information as possible about what gate area she was sitting at. Still, the passenger was confused and could not clearly remember. Colón made several trips to the six gates near the security checkpoint, informing travelers about who may have the elderly passenger’s carry-ons. After nearly two hours of searching without success, Guzman stepped in to help the anxious traveler try to remember more details about the other passenger she had left her belongings with. When the passenger told Guzman she remembered that the other passenger was traveling to Los Angeles, he went to the gate of the only flight departing to LAX that morning, but he still could not find the other passenger.

When Guzman returned and asked the elderly passenger more questions, she remembered the other traveler wearing a brown jacket. Guzman set out again in search of the mystery traveler and remained in contact with Colón and the elderly passenger by cell phone in case she remembered more details. Guzman noticed a woman with a brown jacket draped over a carry-on bag this time. When Guzman questioned the passenger, she confirmed she was holding the carry-on and purse for the elderly traveler who never returned. When Guzman returned with the traveler’s purse and identification, she was so relieved that she broke down in tears. Guzman and Colón then assisted the passenger through the screening process and escorted her to the other passenger with her belongings, and they were both relieved to see each other again.

“I want to give complete credit to TSO Guzman because of his persistence in helping the passenger and his willingness to keep searching when it seemed fruitless, after so many attempts,” said Colón. “Also, I want to mention good teamwork, observation skills and coordination were elements that helped resolve the situation immensely.”

For their tireless efforts and compassion to help a passenger in desperate need, Colón and Guzman were named MIA’s May 2024 Employees of the Month.

MDAD and AMC leaders served lunch to MIA’s frontline public safety and security employees on various shifts. The annual event was held the day before Law Enforcement Appreciation Day in Miami-Dade County and during Public Service Recognition Week, which honors the people who serve as federal, state, county, local, and tribal government employees.

The athlete, who is also blind, arrived at MIA with her trainer last month after competing in a race in Miami that day. They still had to return a rental car, check in multiple bags and their tandem bike, and get through the security checkpoint to their gate. To make matters worse, they accidentally went to the wrong end of MIA to check in for their flight.

When they arrived at the United Airlines check-in area, Jeffrey greeted them and learned about their race against time. Additionally, the athlete had a connecting flight to Australia after she departed MIA for a triathlon the following week. Jeffrey quickly loaded them and all their luggage onto an electric cart, drove them to the security checkpoint, and got them all the way to their gate to make their flight.

“This gentleman is a hero in our book and needs to get a raise,” the athlete’s father wrote in his online commendation. “Thank you from the bottom of our hearts.”

Orso was recognized at the airport’s 2024 Volunteer Ambassador Recognition Gala on April 24, held annually during National Volunteer Week. Orso received 90,000 travel points from MIA hub carrier American Airlines and a one-night stay at the W South Beach Hotel from the Greater Miami and the Beaches Hotel Association for his service.

The gentleman, who had been waiting alone to board a flight to Cuba for hours since early that morning, told Rodriguez that he had Parkinson’s disease and needed assistance not only to get to the restroom but also inside the restroom. The wheelchair attendant who was called to assist told him that she could not help him once he was inside the restroom.   

After calling the passenger’s airline and MIA’s police and fire rescue stations but not receiving a quick enough response, Rodriguez recognized the urgency and delicate nature of the situation and decided to help the passenger herself.

With the help of her supervisor, Rodriguez and the airline staff asked other passengers in the area if anyone had an adult diaper. She finally found a diaper, protective pads for the wheelchair, and gloves. Together, they helped the gentleman get to the restroom and maintain his dignity and privacy while inside.

For her caring and compassionate actions, Rodriguez was named MIA’s March 2024 Employee of the Month.

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 a dedicated Lightning Team of highly trained employees to strategically patrol the terminal for maintenance issues in need of immediate attention. Other Lightning Team 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 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.

Ortuno kept her calm and reported the emergency to her supervisors just seconds after the passenger fell to the ground. Fellow STSOs Javon Denson and Jermaine Harris came to Ortuno’s assistance and skillfully navigated the situation, safely positioning the passenger on her side to prevent her from choking. They made sure that passengers were relocated from the immediate area and other lanes were efficiently opened, all while providing attentive care to the injured woman.

While Denson called Miami-Dade Fire Rescue to respond, Harris courageously applied pressure to a wound on the back of the passenger's head, controlling her severe bleeding until emergency responders arrived.

The crisis response reached its peak when emergency responders arrived and gave first aid to the distressed passenger, who was slated to fly to Lima, Peru.

The efforts of STSOs Ortuno, Denson, and Harris not only helped a passenger in distress but also averted potentially severe delays at the TSA checkpoint, allowing the screening process to continue seamlessly. In recognition of their exceptional teamwork and composure in the face of an unexpectedly life-threatening situation, the trio were named MIA’s January 2024 Employees of the Month.

Thankfully, Mayol knew CPR and immediately began administering it. With the help of two airline employees and another nearby passenger, the cardiac arrest victim regained consciousness and survived after more medical attention.

Because of Mayol’s quick-thinking and compassionate actions, he was named MIA’s Employee of the Year at the airport’s annual Reward and Recognition Year-End Gala on December 20 and was rewarded with a pair of tickets from American Airlines to fly anywhere in the continental U.S., Mexico, or the Caribbean.  The gala event, held at the MIA Hotel’s Viena Restaurant, also recognized every MIA Employee of the Month winner from 2023. Mayol, who is a Cutler Bay resident, won the monthly honor in May.  

When Luigina heard about the passenger’s predicament, she made a few calls and found out that the phone had been picked up and given to airport security. Luigina then walked with the passenger back to the terminal to help her retrieve her phone, but that wasn’t the end of the passenger’s problems. After all the distress of losing her phone, now she couldn’t remember where her car was parked. Luigina stepped up again to help her get in contact with MIA’s Landside Division, who helped her locate her car in the garage.

The passenger later wrote a letter to MIA to let the airport know that without Luigina that day, she wouldn’t have known how to find her phone or her car so quickly and been able to go home with peace of mind.

Because of Luigina going the extra mile after her shift to help a passenger in need, she was named MIA’s December 2023 Employee of the Month.

After helping the woman calm down, Haydee was able to get the woman’s daughter-in-law on the phone to translate since she did not speak the passenger’s language. Haydee then found out that the woman was traveling with her husband but that they had somehow gotten separated in the airport. With the additional information, Haydee helped the passenger locate her husband and get them both through the right TSA checkpoint. She then arranged for a golf cart to drop them directly at their gate. Despite not understanding the couple’s language, Haydee used the language of excellent customer service to get them to their flight.

In recognition of Haydee helping an elderly couple who were lost in translation, she was named MIA’s November 2023 Employee of the Month.

Brown quickly moved the passenger to a secluded area, helped her sit down, made a makeshift fan out of some TSA Precheck cards nearby, and began to fan the passenger. After the passenger felt better and was able to stand, Brown escorted the passenger to her gate. After having a brief conversation with the passenger, Brown realized the passenger had not eaten in a long time and had no money to purchase even a bottle of water. With the passenger’s permission, Brown walked the passenger to La Carreta to buy her some breakfast, since the passenger’s flight was not departing for another five hours.

Because of Brown’s keen awareness and compassionate customer service, she was named MIA’s October 2023 Employee of the Month.

Upon landing at her layover airport, she immediately called the RCC and reached Pablo Gamarra, a supervisor with Harvard Maintenance, the RCC’s janitorial provider, and gave him the TSA tracking number for her bag.  

Gamarra explained that he only manages lost and found at the rental car center but he would contact TSA’s lost and found office the next day. He gave Roc his direct phone number so she could call him the next day to follow up, even though it would be a Saturday and his day off. When they talked that Saturday, he notified her that he had not been able to reach the lost and found office but he would follow up again the next day when he was at work. Finally, on Monday, Gamarra had good news: TSA had identified her bag with the tracking number and it was at the lost and found office.

Roc then called TSA’s lost and found office and spoke to TSA Officer Perry Sandoval, who confirmed that he had her bag and arranged for it to be shipped to her. On top of TSA quickly finding her lost bag, Sandoval’s customer-first attitude made an even bigger impression on Roc.

Because Gamarra and Sandoval went the extra mile to help Roc reunite with her lost bag, they were named MIA’s September 2023 Employees of the Month.

The chaperones and their students were among thousands of passengers that day who had their flights either delayed or canceled due to one of South Florida’s infamous summer lightning storms. Even more concerning for Carapellotti and her co-worker were the anxious parents of their students, who wanted them home quickly and safely.

Delna started her shift at 11 a.m. that Monday, but she refused to punch out until she had successfully rebooked Carapellotti and her group on another flight – a feat that kept her at MIA until well past 2 a.m. the next day. Delna’s co-workers, customer service agents Berline Garcon and Judeline Josamar, stayed with her until the very end to assist as well.

Because Delna, Judeline, and Berline brought some rays of customer service sunshine to a stormy day at MIA, they were selected as the airport’s July 2023 Employees of the Month.