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Exceptional customer service is vital to the success and the future of Miami International Airport and plays a pivotal role in the vitality of our local economy. The greetings and services that travelers receive while using our facilities set the tone for their experiences and perceptions of Greater Miami. All airport employees, whether directly or indirectly, have contact with customers in one way or another. Every day, every one of these employees has the opportunity to brighten a customer’s day.
To laud airport employees who have provided excellent service to our customers, the Aviation Department has established the Airport-wide Customer Service Reward & Recognition Program (R&R). This program is designed to recognize our best in the field of customer service. Any employee of the many companies and government agencies operating at MIA and MDAD’s General Aviation Airports is eligible for an R&R nomination and can, in turn, also nominate any other employee.
We encourage all airport employees who witness or know of an occurrence of exceptional customer service, to nominate the employee(s) involved. Taking the time to nominate someone can boost individual and unit morale, and provides our best employees with the recognition they deserve. Click here for a nomination form and outline of program rules.
For additional information about the program, please contact the Terminal Operations Division at 305-876-7724 or e-mail rewardandrecognition@miami-airport.com.
Meet MIA's Customer Service Heroes for 2009
Click here to view the 2007 Winners, 2008 Winners.
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Yearly Winner 2008 Employee of the Year Award
Roger Ramos Security and Communications, MDAD
While performing his assigned job duties, Mr. Ramos noticed an aircraft heading for departure with a flat tire. He immediately notified Airside Operations, which then contacted the FAA Tower and had the aircraft hold position. Thanks to Mr. Ramos’ observation and decisive action, a potential catastrophic accident was avoided.
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January 2009
DeJean Fenil Livan ASMO
During his lunch break he assisted a passenger in the terminal who was in distress because she could not walk to the gate. She had not pre arranged a wheelchair and the airline did not have one available. The BRI employee did not hesitate and took her to the gate. His excellent customer service and smile was not only towards her but her family as well. He left her at the gate and returned to the family member to tell them she was ok.
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February 2009
Detra Johnson Landside Operations Officer II
A passenger who had forgotten his iPhone in a taxi he had taken from MIA to his hotel on South Beach returned to MIA to search for his phone. After fruitless attempts to find it, he approached Landside Officer 2, Detra Johnson, who reassured him that she would search for the phone and contact him if she found it. Hours later, Detra not only found the phone, she also delivered it personally to the passenger’s hotel after work.
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March 2009
Veronica Ruiz Yomara Pineda Christopher Maria TSA Officers
While performing their regular duties, TSA officers Ruiz, Maria, and Pineda assisted an elderly passenger looking for her lost husband. All three officers used their personal cell phones to make local and long distance calls while patrolling the curbside for hours, stayed voluntarily beyond their shift’s end searching for the gentleman, and assisted the elderly lady with overnight accommodations. The next day, the officers recognized the woman’s husband wandering in the curbside area and the couple was finally reunited. As a team, the officers accepted the challenges of an unpredictable situation, to include a language barrier, and went above and beyond their call of duty to assist an elderly couple in need.
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April 2009
Yvonne Lewis Landside Operations Officer II
George Delgado (photo not available) Landside Operations Officer I
Landside Officer 1, George Delgado, noticed an elderly passenger sitting at curbside for two hours. He offered his assistance and learned that she had been abandoned there by her wheelchair provider. George notified Landside Officer 2, Yvonne Lewis, and both discovered that the passenger had also missed her connection. The officers called the airline for a wheelchair, but after a 40-minute wait, they borrowed a wheelchair and took the lady to the ticket counter themselves. At first, the airline would not help, but eventually, the officers got them to provide the lady with a new connecting flight for the next day, a meal voucher, and a room at the Hotel MIA. Discovering that the lady had no money, Officer Delgado gave her $20 from his own pocket. After the lady was settled in her hotel room, Officer Lewis contacted the lady’s son in Connecticut and advised him that his mother would arrive the next day at 2 pm.
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May 2009
Rickita Grant MDAD – Terminal Operations
Anthony Cooper MDAD – Terminal Operations
Ronny Urdaneta MIA Hotel
Maurice Wright MDAD – Terminal Operations
As a great example of Customer Service’s team effort, Rickita Grant, Anthony Cooper, Ronny Urdaneta and Maurice Wright assisted a passenger who missed her connection to Bermuda on April 2, 2009. The passenger was very pleased with each employee’s help, courtesy and professionalism during her stay at the airport.
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July 2009
Tabitha Higuera Supervisory Transportation Security Officer
Nataya Williams Lead Transportation Security Officer
Jason Albury Supervisory Transportation Security Officer
On their way to Checkpoint F, Officers Higuera and Williams noticed a 5-year old boy crying and learned that his shoe had been damaged by an escalator. After the boy and his family proceeded to gate F-5, the officers bought a pair of shoes for him with their own money and brought it to the family. The child's mother was moved to tears by their actions and commented that, since there was no store in which to buy shoes in the sterile area, her son would have had to travel in socks if not for the two officers.
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