An independent survey carried out by the Transportation Research Board (TRB) has recognized Miami International Airport in Florida as one of the best airports in the US for customer service. As a result, the airport has been invited to take part in a national research study titled Improving the Airport Customer Experience.
The TRB is part of the National Research Council, a nonprofit research institution, and its Airport Cooperative Research Program (ACRP) is an industry-driven, applied research program that develops near-term, practical solutions to problems faced by airport operators. The program is sponsored by the Federal Aviation Administration (FAA) and is conducted by contractors who are selected on the basis of competitive proposals.
Emilio T González, director of Miami-Dade Aviation, the airport operator, said, “We continue to work diligently to ensure that each of our 40 million-plus passengers have the best possible customer service experience, with the goal of making it feel like home. This recognition by the ACRP is not only a testament to the dedication of our entire airport community, but it is also an honor to share our success stories and assist in improving airport customer service nationwide.”
Contributing to the high marks were new customer service enhancements such as automated passport control kiosks, which have cut wait times by 40% for US citizens, and an award winning social media program that has more than 14,000 Facebook likes and 7,600 Twitter followers. Most recently, the airport launched its official mobile app MIA Airport Official, which has generated more than 9,000 downloads to date.