Published on : Wednesday, December 21, 2016
Miami International Airport (MIA) ranked fifth-place among large airports in the J.D. Power 2016 North America Airport Satisfaction Study, up from 18th place in last year’s study and its highest ranking ever.
This year’s results were based on responses from nearly 39,000 travelers who traveled through at least one domestic or international airport with both departure and arrival experiences (excluding connecting airports) during the past three months. Travelers were asked to rate airports in six areas: terminal facilities; accessibility; security check; baggage claim; check-in/baggage check; and food, beverage and retail. The study was conducted from January through October 2016.
“Congratulations to the MIA team for raising the bar in customer service at MIA,” said Miami-Dade County Mayor Carlos A. Gimenez. “The Miami-Dade Aviation Department has been working tirelessly to meet and exceed the needs of its customers, and MIA’s performance in the J.D. Power study is a testament to their efforts.”
Among its improvements in 2016, J.D. Power noted MIA’s growing variety of localized food options. MIA recently completed its North Terminal Marketplace – a collection of 10 new restaurants and shops in Concourse D that offers travelers a multi-cultural taste of Miami without leaving the airport.
MIA launched a number of new customer service amenities in 2016 as well. Thanks to more than 500 Bluetooth data beacons installed airport-wide, MIA Airport Official 2.0 mobile app users can scan their boarding pass and receive turn-by-turn, blue-dot navigation with estimated walk times, real-time flight updates, and shopping and dining suggestions nearby based on their personalized profile. In May, MIA unveiled its Wall of Honor memorial – a 51-foot-long monument that lists the names of 118 military service men and women from South Florida who have given their lives while serving in the global war on terrorism since September 11, 2001. MIA’s Yoga Room, opened in June, is available daily between 9 a.m. – 9 p.m. pre-security at Concourse H, ground floor. Four new indoor service animal relief areas opened in August allow service animals and pets to relieve themselves at MIA without having to exit and re-enter the security checkpoint.
In September, MIA installed eight MIAmamas nursing suites – one for each of its concourses – to provide a quiet, comfortable place for pumping and nursing mothers to feed their babies while traveling. Created in collaboration with Miami Children’s Museum and unveiled in October, The Plane Fun children’s play and learn area features six interactive, immersive exhibits in the center concourse of MIA.
“Our improvement in the J.D. Power study is further evidence that we are moving in the right direction to meet the customer service expectations of our passengers,” said Miami-Dade Aviation Director Emilio T. González. “What truly separates great airports from good airports is their level of customer service, and we look forward to making MIA an even greater airport in 2017.”
MIA has also been recognized for its customer service and engagement through social media, earning first-place awards in national contests by Airports Council International-North America and Ragan Communications. MIA has one of the fastest-growing social media programs among U.S. airports, currently interacting with nearly 120,000 followers daily.