Lately, it seems that when those in the air travel industry need a bit of customer service help, they turn to Disney. Recently, United Airlines hired a former Disney exec as their Vice President of Customer Experience, and now terminal operations employees at Miami International Airport (MIA) are taking classes headed up by the Disney Institute in hopes that it will help them to better interact with travelers.
Along with Princesses and High School Musicals, Disney is known for their customer service. “Cast members” at their parks must be eager to please, and smiles and cleanliness are just part of the Disney experience. This has led companies in a range of industries to seek out a bit of that Disney magic to help turn things around, and many believe that Miami International needs some turning around. MIA has faired poorly when it comes to customer satisfaction (bottom 4 among large airports according to J.D. Power and Associates), and those in charge know something has to change…
“The customer service needs to improve,” said Sarah Abate, who oversees commercial services at the airport and took a training class. “Passengers need to understand that Miami is a friendly airport, and we are passenger friendly. Now, people don’t get that, or the perception from the passenger is not the same as what we are trying to convey.” (From the Miami Herald)
Disney Institute classes are designed to improve communication, leadership, team building, and more. If it’s successful in Miami, look for others to follow suit and ask the House of Mouse to help them get their own houses in order.