Customer Service

Overall, MIA is a high-traffic airport with evident operational challenges in terms of customer service. Despite shortcomings in certain areas and criticisms about the airport's non-intuitive design, it remains an important international connection hub. Advance planning and using services like Global Entry can help improve the overall experience.

Tourist Information Desks

Located throughout Concourses D, E, H, and J, including the main desk on Level 2 of Concourse E, near the airport hotel. Open from 6:00 am to 10:00 pm.

Some passengers mention that the tourist information desks are not always staffed, making it difficult to get quick and accurate guidance. Additionally, certain visitors complain that employees are not always friendly or well-informed about the location of key services, such as baggage claim and the car rental center.

Services:
- Multilingual tourist and airport information
- Multilingual translation and interpretation
- TDD telephone assistance
- Customer complaint resolution
- Receiving lost items when the lost and found office is closed

For more information, call Tel +1 305 876 7000.

Paging and Information Center

For multilingual assistance or to locate a person, simply use any of the courtesy white phones located throughout the terminals. The paging service is available 24/7. Messages can be viewed on monitors located behind the ticket counters.

Another option is to visit the information center in Concourse E, located on the second level. This office also provides information, emergency messages, and assistance through the phones +1 305 876 7000 and +1 800 825 5642.

Reviews indicate that the paging and information center could benefit from more attentive staff and better signage to guide travelers. Some users highlight the lack of staff availability and friendly volunteers, which contrasts with other airports that offer a more customer-oriented experience.

Fast-Track Security Screening

To avoid long lines when traveling, you may consider programs like Global Entry and TSA PreCheck. Both offer expedited services to help you navigate the airport more quickly.

Global Entry
Managed by the Customs and Border Protection (CBP), this program allows pre-approved, low-risk travelers expedited clearance upon arrival in the United States. It is available to U.S. citizens, lawful residents, and permanent residents, and is aimed at frequent international travelers, airline personnel, and business travelers. There is a fee of USD 100.00 for a 5-year enrollment. You can apply online.

Once your application is reviewed, you will be contacted to schedule an interview at one of the enrollment centers. Upon approval, you will use automated kiosks located in the passport control area to enter the United States.

Global Entry Kiosks
- Slide your passport through the reader and follow the on-screen instructions.
- Once your information appears, remove your passport and look at the camera.
- Press four fingers from each hand on the scanner and answer the customs declaration questions.
- Tap NEXT and respond YES or NO on the pop-up window.
- Confirm or enter new flight information.
- Take your receipt and follow the instructions.
- If there is an X on your receipt, present it to the nearest passport control officer at the kiosk.

TSA PreCheck
You must be a member of a trusted traveler program like Global Entry. This expedited security screening program is available through participating airlines and airports. Members are not required to remove shoes, jackets, belts, or laptops when passing through security. Children under 12 may join a parent/guardian in exclusive lanes. Visit TSA PreCheck to learn how to qualify.

Opinions about fast-track security services, like Global Entry and TSA PreCheck, are mixed. On the one hand, passengers appreciate the reduced wait times; however, some have complained about the insufficient number of operational stations, resulting in long lines even in priority lanes. During peak hours, this issue worsens, making the security process unexpectedly long.