Terminal operations improvements

Terminal operations improvements

A presentation on bettering the terminal at miami international airport By david capelli

BENCHMARKSPlan fulfills three key benchmarks:

Customer Convenience and Satisfaction

Streamlined Operations

Clear Communication across all channels

Essential to customer acquisition and repetition at MIA

Signs and proxemics More signsClearer signsPassenger focused Clear, defined lanes and countersAirlines easy to find Services easy to findWell-flowing terminal design

MIA MOBILE APP New innovative mobile app improves terminal operationsSitting in on meetings with Dickie Davis regarding app Designed new app concept airport is already working onIntegrate app with other changes described for full Location tracking and mapping/direction services Literally creates a personal travel concierge

Where is suriname air?!Outside Suriname Airlines is listed in Concourse G,Inside the ticket counter is way in the back hidden next to Santa Barbara airline by Terminal E/F.

Better proxemics and organization of airline ticket counters

Signs of airlines hanging or more prominent visually instead of just on back wall

Overhead signs and mobile app will help

Skywalk entranceImprove signs and language on 3rd floor entranceEffects rental car center, metro, bus, and parking Should list airlines to help passengers on overhead signsEliminate small wall with airline info- should be larger and more overheadStanding flags with this information are more visible also

Current signage views

Angry customers

Where do I pickup international passengers?Right now it just says Do not enter

List airlines that the particular International Arrivals station services so people know where to pick up their party

Eliminates confusion of where to pick people up

Where am I exiting?Label doors 1,2,3, etc

Allows customers to communicate exactly where exiting

Provides direct information for security and police when locating an issue

Creates easier environment for customers to arrive and depart

Where is american airlines? Concourse D Check-In to Concourse D check-in: American Airlines, American EagleCurrently many do not know or connect the dots that D= American and American Eagle! Smoothens operations for on time departures

d security signsTerminal D has 4 checkpointsAll say Gates D 1-60Change to have corresponding gates matched up with each checkpoint Allows those running late to make flight by pin-pointing which checkpoint is closestMove people faster and more smoothly Less walking and shorter train rides Streamlined operationsDiffusion of trafficClearer communication affects customers perception of airport

International arrivals luggageLost luggage currently hand done claims= slow I helped two customers regarding an incident with TAP and their lost baggage Worker fills claim on tablet, prints out copy for passengers and keeps in file on tablet for recordFaster operationsPassengers wait less and have accountability of where their bags are Eliminates paper and manual labor Streamlined communications process

More flight information signs

Not enough signs in important areas- like exit of Concourse E or F by info desk

International Arrivals towards E

Miami Hotel Lobby