WorldCity Business Magazine

X Ray: Business leaders shine the light on shortcomings at Miami International Airport including security concerns and surly service.

by Suzy Valentine

It has the bad fortune to share its initials with the abbreviation for missing in action but it is customer service which in short supply at Miami International Airport. Or that is how many of the South Floridas economic commentators feel.

Opened in 1928 as Pan American Field, MIA has had many incarnations as the fortunes of carriers have taken off and dipped.

Aside from the bad publicity that delays and overspends on the development of the North and South terminals has generated, long lines and discourteous staff do little to improve the image of the region.

If businesses can be judged on the efficiency of their receptionists, so the reputation of an entire economy rests on how its visitors perceive their introduction at the airport.

MIA played a key part in Wes Cravens thriller “Red Eye” last year with the central character Lisa running from the police after her plane touched down but the real horror story, according to our pundits who include U.S. Century Bank chairman Ramon Rasco, is how the almost 7.5 million passengers who come through the airport are treated.

A 2006 survey from JD Power and Associate, ranked MIA below average (11th out of 16 large U.S. airports) in terms of customer satisfaction.
Its a far cry from the “Welcome to Miami” or “Bienvenidos a Miami” of which Will Smith sings in “Miami.”

We need to start putting out the welcome mat and unrolling the red carpet, if we want to keep the tourists and business people coming, according to experts who include Kraft Latin America Director of Corporate and Government Affairs Donna Hrinak.

A former U.S. ambassador, she, as others, is well traveled and, therefore, in a good position to comment on how touchdown in Miami can be a something of a turbulent experience. WC

Ramon Rasco, Chairman, US Century Bank

Miami has come a long way, even to be mentioned in the same breath as other international gateway cities, but major improvements must be made especially regarding the treatment of foreign business persons and international visitors who arrive at Miami International Airport.

Nearly 7.5 million international travelers flew into Miami International Airport in 2006 a rise of 3.42 percent over 2005.

Through clients, business associates and friends, I have heard one horror story after another about our foreign visitors being subjected to rude behavior and hours of detention as they are processed through U.S. Customs.

The harsh and disrespectful treatment has included invasive searches of visitors and their personal belongings. In fact, a 2006 survey from JD Power and Associates ranked Miami International Airport below average (11th out of 16 large U.S. airports) in customer satisfaction.

U.S. Century Bank, where I am chairman, prides itself on providing first-class service to its customers and increasing business through referrals. Anyone involved in business knows that one unpleasant customer experience can have a multiplier effect, causing negative impressions that can be detrimental to success.

Miami’s beautiful weather and business opportunities may lead us to expect that our city will always be a destination of choice. However, if the harsh treatment of our international visitors continues, Miami will suffer as an international business center and a tourist destination.

It is time for the U.S. Customs service to work with MIA’s management to make the necessary changes needed to create a welcoming and business-friendly environment for the people who help drive our economy-international business persons and professionals and the friends and family of our residents.

Cristian Ureta, CEO, LAN Chile Cargo

In transportation, business leaders would do well to encourage airlines to connect Miami with the world and consider the features that passengers need, especially business travelers. The airport staff must be more expeditious, process passengers promptly and offer international connections with fewer inspections. We must find a way to issue a special transit visa without the same requirements as a tourist, study or work visa.

We could work alongside air carriers to develop a layout with simple processes that will boost Miami as the hub for the Americas and the world. We should promote an open sky policy and invite Asian, African and European airlines to establish their connection hubs in Miami, thus facilitating alliances with American carriers.

Donna Hrinak, Director of Corporate and Government Affairs, Kraft Latin America

It is said that you only have one chance to make a first impression. And the line “You had me at hello” conveys that sentiment in the movie Jerry Maguire.

Well, this same philosophy could be applied to Miami. If the city is to gain credibility as a world city, it could start by improving the impression made at Miami International Airport.

Too many visitors see the airport as a place where you have to grit your teeth.

Some meaningful changes require a greater partnership with federal agencies. This includes ensuring there are sufficient inspectors for the Immigration and Naturalization Service, U.S. Customs and the Transportation Security Administration.

We need inspectors who aren’t so overworked they become surly and demanding, rather than polite and professional.

But other improvements are within purview. Pick up the trash; clean the carpets, fix the leaks, keep the escalators and automatic walkways operational.

Use some tropical colors and lighting to create a Miami atmosphere.

In domestic baggage claim, any lighting would be a step up.

Train all airport personnel, including taxi drivers, that they are part of the hospitality industry.

Lets turn MIA from a dismal necessity into a desirable asset.

Eugenio Sevilla Sacasa, President, Ryder Latin America

Miami has a great opportunity to enhance its position as a true center of global commerce and culture over the next 10 years and beyond.

It is a place of great physical beauty a tropical metropolis surrounded by blue waters with excellent access to the United States, Latin America and Europe.

It has excellent sports teams, the new Carnival Center for the Performing Arts Center and a very talented and diverse population.

The recent spate of dramatic growth reaffirms Miamis potential while presenting opportunities for improvement.

The city will not reach its potential, however, without collaboration and leadership on some challenges over the next few years.

That includes fixing the airport. Simply put, it is not acceptable to give visitors a less than pleasant introduction to South Florida.

Congestion both from traffic and people at Miami International Airport during peak hours reflects poorly on our ability to plan, manage, and serve. There are lines everywhere.

In my observations, visitors have a worse time clearing immigration and U.S. Customs at MIA than do passengers at airports in Dallas, Houston, Chicago, and New York City.

We also need to improve transportation links and infrastructure from the airport. I mean by that rental car facilities, taxi ranks, limousine services and access to the Metrorail and Tri-Rail.

Over time, a poor MIA experience will have a broader negative impact on our city. People will not only avoid MIA but they will avoid our city. Their perceptions of other aspects of our governance will suffer also.

Milton Ferrell, CEO, Ferrell Law

In its quest to become a global marketplace, Miami (and South Florida in general) needs to concentrate on one aspect of growth: access.

By looking closely at its transportation and connectivity issues, Miami can easily transition into an international city. Before we look to the outside, we must concentrate on connecting our region.

We need to look to the world at large and have Miami International Airport evolve into an efficient and useful airport. We must work with U.S. Customs and the Immigration and Naturalization Service to find reasonable solutions for frequent business travelers.

Whether it is pre-screening passengers or creating special lines to speed up travel for international business people, we should scrutinize policy and procedure in the coming years as this will serve us well.

For Miami to develop as a global center of banking, law and commerce, we need a much easier way to get in and out of the city.

We need to examine the inadequacy of private airports for long-range jets. With Kendall-Tamiami Executive Airport too small to handle these planes, and few other options in the region, we must continue to develop Opa-locka Executive Airport into a competitive, top-service international private airport.

I, with Leonard Abess and Michael Adler, have already begun plans to transform Opa-locka into a premier site for long-range jets. A first-class private airport will allow professionals and clients an option for making the trip to Miami.

Whether it is to share our talent, the dream of expanding our global appeal or to attract alternative travel options, Miami must continue to focus on bringing itself closer to the rest of the world. Global access is in our sights; we just need to make it happen.

Victor Lopez, Senior Vice President of Development, The Kor Group Latin America

While Miami and South Florida have come a long way in many ways in recent years, there are still handicaps in our city that need to be addressed if we want to break into the top ranks of world cities.

From a tourism and hospitality point of view, we have several large obstacles to overcome.

Our incredibly inept airport is, in my opinion, number one.
Anyone who travels in and out of Miami International Airport can vouch for that.

It is the single-most negative impact for domestic and international travelers.

If our facilities were half as good as even Orlando International Airport, we would improve dramatically.

This includes traffic flow, signage, U. S. Customs and Immigration, security checkpoints, parking and so on.

Dominique Virchaux, Managing Director, Virchaux & Partners

My primary concern about this world city is the H-1B visa situation.

Stopping companies from bringing in the leadership they need essentially slams shut the gateway on which our business community relies.

Miami’s economic sector is thriving, moving far beyond tourism and trade. It has solidified its place as a global banking hub and perhaps most significantly, host to the Latin American headquarters of hundreds of multinational companies. Our community reaps the economic and cultural benefits of this reality in countless ways.

The continuation of this trend in the recruitment of multinationals to South Florida and their subsequent success here depends, in part, on the ability of these companies to hire and retain the most talented and capable leadership available to them.

However, the complexities involved in securing work permits for skilled workers, specifically H-1B visas, often present an insurmountable obstacle in doing just that. Precluding companies from bringing in the leadership they need, essentially slams shut the gateway on which our business community relies.

Multinationals in South Florida employ thousands of individuals, directly contributing to the economic growth of our community.

Thanks to these companies and others like them, the Miami, Fort Lauderdale and West Palm Beach metropolitan areas lead the State of Florida in job growth and have played an important role in Florida ranking first in the creation of new jobs for more than five years. The right leadership in companies based here is essential to their success, regardless of their nationality.

The private sector in South Florida must lead the charge in bringing about the necessary changes in the work permit laws for highly paid, highly skilled individuals. They must follow the example of Bill Gates who, testifying before the Senate, explained that the United States should “welcome as many of those people as we can get.”

It is clear that South Florida has a great deal to gain by their presence.