Miami International Airport (MIA) – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – has launched a new ‘I AM MIA’ campaign – a pivotal initiative designed to transform the customer experience. The comprehensive programme aims to enhance the overall airport experience for passengers and the expansive workforce community of more than 37,000 employees at MIA.
“Just as we are making record investments in capital improvements at MIA, we are also making historic investments in our workforce,” said Daniella Levine Cava, Miami-Dade County Mayor. “We are hiring additional Lightning Crew members who will prioritise 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 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 enquiries 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 personalised 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 travellers served last year, the ‘I AM MIA’ campaign responds to the increased demand for both operational improvements and elevated customer care.
