On July 22, Miami-Dade County Mayor Daniella Levine Cava, along with Miami International Airport and Greater Miami Convention and Visitors Bureau officials, launched the new “I AM MIA” customer service training program. This initiative aims to elevate customer service standards among the airport’s 37,000 employees, enhancing the visitor experience at this global gateway.

More than 70 administrators and supervisors from the Miami-Dade Aviation Department were the first to participate in the training course prepared by the GMCVB. This program is designed to equip and empower MIA’s workforce with the skills and knowledge necessary to make every customer interaction memorable and positive. The one-hour program will be available to all current MIA employees and will be a requirement for all new hires to receive their airport IDs.

Just as we are making unprecedented investments to upgrade and modernize the MIA facility, we are also investing like never before in customer service training at our County’s largest economic engine. With travel up 10% at MIA this year, which puts us on pace for a new annual record of 58 million passengers, leaving a positive and lasting impression on each visitor to Miami-Dade County is more important now than ever. The goal of the I AM MIA program is for every airport employee to treat customers the same way they would treat their loved ones, take pride in their airport and their community, and proudly say ‘I AM MIA!’

Miami-Dade County Mayor Daniella Levine Cava Announces Second Phase of I AM MIA Campaign

Miami-Dade County Mayor Daniella Levine Cava has announced the rollout of the second phase of the I AM MIA campaign, a comprehensive customer service training program aimed at enhancing the visitor experience at Miami International Airport (MIA). The campaign, which launched in March 2024, initially saw the deployment of highly trained Lightning Crew teams to patrol the MIA terminal, addressing maintenance issues and proactively assisting passengers with inquiries and concerns.

The new phase of the I AM MIA campaign builds on this foundation by focusing on extensive customer service training for the airport’s workforce. This initiative aligns with the airport’s Modernization in Action (M.I.A.) Plan, a decade-long project involving nearly $9 billion in maintenance upgrades and capital improvements. These enhancements include restroom upgrades, new passenger boarding bridges, renovated elevators, escalators, moving walkways, a 2,240-space parking facility, a four-star hotel, and extensive terminal-wide redevelopment projects.

Miami International Airport, recognized as 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. The airport provides more flights to Latin America and the Caribbean than any other U.S. airport. airport and is a crucial economic engine for Miami-Dade County and the state of Florida. It generates $31.9 billion in business revenue and attracts approximately 60 percent of all international visitors to Florida annually.

To ensure accessibility for all, the Miami-Dade Aviation Department (MDAD) provides materials in accessible formats, sign language interpreters, CART services, and other accommodations for public meetings and events.

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