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(Miami-Dade County, FL) – Miami International Airport (MIA) hopes to add some Disney magic to its customer service this Fall when it becomes the first airport ever to receive customer service training from Disney Institute, one of the most respected names in the training industry.
Employees from the Miami-Dade Aviation Department (MDAD), which owns and operates MIA, and 16 airport tenants will undergo full-day and half-day training sessions to learn best practices from the Walt Disney World® Resort. Those employees will then spearhead cultural changes within their respective workforces.
MIA vendors, tenants and partners participating in the Disney Institute training are: Customs and Border Protection (CBP); The Transportation Security Administration (TSA); Smarte Carte, Inc.; UNICCO, the airport’s janitorial services provider; Duty Free Americas; three retail and four concession management companies; Airport Parking Associates, which manages MIA’s parking garage; Club America, which operates three passenger lounges; and Hotel MIA, the airport’s 260-room hotel.
Disney management practices have been the subject of countless case studies, books and lectures. In more than 20 years, Disney has served tens of thousands of clients and hosted more than a million participants in their programs. They are also no strangers to the aviation industry, having worked with aircraft manufacturer Boeing to provide customer service training to airlines purchasing the new Boeing 787 Dreamliner.
Said Miami-Dade Aviation Director José Abreu: “We chose Disney for our customer service training because like an airport, Disney operates more like a small city – serving tens of thousands of people daily. We also have many of the same operations as Disney, such as on-site transportation, restaurants, cleaning and custodial, and maintenance.
And last but not least, there aren’t many customer service experiences better than going to Disney World. These people are experts in service, people management and organizational creativity.”
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