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HappyOrNot wins partnership contract to help boost passenger experience at Miami International Airport

Following its entry into Miami-Dade Aviation Department’s (MDAD) competition to find the most valuable customer experience solution, HappyOrNot was successfully awarded the contract and will roll-out its smiley-faced feedback terminals across Miami International Airport. 

HappyOrNot (, the leading customer experience improvement solution, relied upon by the likes of Elkjøp, Levi’s Stadium, Autogrill, and London Heathrow Airport, today announces it has partnered with the Miami-Dade Aviation Department (MDAD), operator of Miami International Airport, the busiest airport by total aircraft operations in the state of Florida, with over 1,000 daily flights to 138 destinations worldwide. 

Using 48 of HappyOrNot’s Smiley Terminal™ push-button type terminals, MDAD will collect substantial amounts of customer feedback in all its restrooms across Miami International’s 1,307-hectare property. With HappyOrNot’s in-moment, actionable customer experience feedback data, MDAD’s janitorial vendor C&W Services will be able to quickly identify, and immediately rectify, issues reported by passengers waiting in arrival and departure lounges.

Through HappyOrNot’s intuitive and user-friendly Analytics, consisting of an online dashboard, app and email reports, MDAD’s operations and customer service divisions will be able to continually monitor passenger satisfaction levels across the whole airport. Meanwhile, by using HappyOrNot’s Real-time Collaboration feature, MDAD can instantly deploy cleaning staff to specific locations when alerted of a drop in satisfaction. MDAD will be able to streamline its operations, respond to problems in real-time and provide superior hygiene routines that will boost traveler confidence. 

“We are proud to take our customer service efforts at MIA to the next level by partnering with HappyOrNot to get rapid feedback from our guests and respond accordingly,” said Miami-Dade Mayor Daniella Levine Cava. “I am proud of the MIA team for always seeking excellence in the services they provide to residents and visitors alike. This is an innovative resource that will help us enhance the cleaning and maintenance of our airport, as well as keep our visitors healthy and happy.”

MDAD Director and CEO Ralph Cutié comments: “As one of the busiest airports in the United States, we know just how important customer experience is in creating a great first and lasting impression for travelers. Our decision to select HappyOrNot as our customer experience solution was based on its advanced ability to offer our management teams a holistic and data-driven approach to customer experience, which not only offers a safe, touchless way for feedback to be reported via scannable QR-codes, but also saves our staff time and energy so they can focus on resolving issues based on location, urgency and live actionable data.

Following the successful roll-out of HappyOrNot’s terminals at each of Miami International’s restrooms, MDAD’s next phase involves the wider use of the Smiley Terminals, positioning them at baggage claim carousels and customs areas.

James Richardson, Sales Director, North Americas at HappyOrNot added: “We are delighted and honored that the Miami-Dade Aviation Department has chosen us to help them achieve their goals for passenger experience. We look forward to supporting Miami International achieve its targets over the coming months and are confident that they will continue to provide travelers with excellent service and build long-lasting improvements through actionable data.”