Federal Regulations:

Title VI of the Civil Rights Act of 1964 prohibits the discrimination on the basis of race, color, creed, sex or national origin in programs and activities receiving federal financial assistance.  Specifically, Title VI provides that ‘no person in the United States shall, on the grounds of race, creed, color, sex, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving federal financial assistance.” The Aviation Department is committed to providing aeronautical services to the public regardless of race, creed, color, sex, or national origin.  In addition, the Department is dedicated to maintaining compliance with language access requirements to ensure effective communication with limited English proficient (LEP) individuals as required by Executive Order 13166.  This policy has been developed to provide for the periodic review of the Department’s practices to comply with Title VI requirements and to establish procedures that will provide guidance in assessing our compliance as well as updating our practices as necessary.

Click to view Notice of Non-Discrimination

If you believe you have been discriminated and denied airport services, you may file your complaint directly to the FAA Civil Rights Office at:

Federal Aviation Administration
Office of Civil Rights, ACR-1
800 Independence Avenue, S.W.
Washington, D.C. 20591

or by mail to: 

Miami-Dade Aviation Department
ATTN: Ms. Frances Gonzalez, Title VI Coordinator
P.O. Box 025504
Miami, Florida 33102-5504

or online by completing the complaint form link below:

Customer Service Feedback Form

Resources

Federal Register 49 CFR 21 Title Vl

MDAD Title VI Plan

MDAD Miami International Airport Community Participation Plan

MDAD LEP Plan

12-01 Procedures for Filing a Discrimination Complaint Pursuant to 49 CFR Part 21 - Title VI of the Civil Rights Act of 1964

Employee Training

Title VI - MIA Employee Training for Business Partners

myMIAaccess is an airport initiative offering passengers with disabilities a dedicated platform for accessing services, amenities, and information when traveling through Miami International Airport.

Aira

Aira is a service that connects passengers who are blind or have low vision to a highly trained, remotely located agent. Using the Aira mobile app available on iOS and Android smartphones the Aira agent can help the user navigate the airport and describe what is in the passenger’s field of vision including identifying luggage and reading flight information monitors. By joining the Aira airport network, MIA will provide the Aira vision assistance service free while at the airport.

Hidden Disabilities – Sunflower Lanyard

Not all disabilities are visible – some disabilities can be invisible to an onlooker, such as autism, anxiety, hearing loss, and PTSD. MIA is a proud member of the Hidden Disabilities Sunflower Lanyard program, an awareness initiative aimed at discretely communicating to airport staff that you may need more time or have additional questions while traveling.

Please note that program participation is voluntary, and that the lanyard does not offer expedited service or queue jump during the airport journey. Passengers must continue to contact the airline directly if they need wheelchair service or other special accommodations. If you are traveling through MIA, you can request a lanyard by emailing ADAcoordinator@miami-airport.com, please include full name and postal address of where you would like the lanyard to be delivered. To allow time to process your request please allow 7 business days (in the U.S.) and 14 business days (outside of the U.S.).

MIAair

MIAair is a dress rehearsal program that allows passengers with different disabilities the opportunity to practice the travel experience in a safe and controlled environment. The program helps prepare travelers for future flights, from the check-in process to even boarding a flight. If you would like more information and to be added to a future tour, please visit: http://www.miami-airport.com/miaair.asp

Multi-Sensory Rooms

The Multi-Sensory Rooms are a dedicated space where passengers with cognitive and developmental disabilities such as autism can enjoy a calm and stimulating environment while they travel through MIA. The room includes sensory aids that stimulate reaction, encourage communication, and reduce agitation and anxiety sometimes caused by the hustle and bustle of airport travel. The rooms are located in post-security in Concourse D, next to checkpoint 4 and post-security in the H-J connector.

The Multi-Sensory rooms are open seven days a week from 6 a.m. to 10 p.m.

The rooms are located in two locatons:

Concourse D, post-security, just beyond TSA Security Checkpoint #4

and South Terminal, post-security, near Concourse J.

MIAmamas - Nursing Suites

Nursing mothers are welcome to pump or nurse anywhere at MIA. For moms looking for a quiet, private option, the airport has MIAmamas pods and a room located throughout each Concourse. The accessible nursing room is located in Concourse J, right next to Checkpoint J.

Service Animal Relief Areas

MIA offers service animal relief areas. The relief stations are enclosed units, which include synthetic grass, a fire hydrant, disposable bags, and sinks. Located post-security in Concourse D, F, G and J. In addition, outdoor areas are available at arrival level in Concourse D, E, and J. Click for location map.

Wheelchair Charging Stations

MIA is the first airport in the U.S. to install wheelchair charging stations airport-wide. The charging stations offer people with electric mobility devices the opportunity to enjoy travel without the stress of low batteries. The 10 wheelchair charging stations connect to the charging power on electric wheelchairs and mobility scooters, giving passengers the ability to recharge while waiting for their flight. Locations for the stations are in Concourses D, E, F, G, H and J, and Pre-Security in the D and H International Arrivals. Click for location map.

The Americans with Disabilities Act (ADA) of 1990 guarantees people with disabilities equal opportunity to participate and benefit in Miami-Dade County services, programs, and activities. Miami International Airport will not discriminate against these individuals with disabilities on the basis of disabilities. Please submit the “Complaint Form” if you believe you were denied access to an airport program or service based on a disability. You can submit the complaint, by hitting the “submit” button on the bottom of the form. MIA ADA Complaint Form

You can also download the form and send the complaint to:

Natalie Pavlik: ADAcoordinator@miami-airport.com

NOTE: If the Complainant needs assistance filing a complaint or an alternate means to do so, please contact the Miami International Airport’s ADA Coordinator by phone at 305-876-7793 or by email at: adacoordinator@miami-airport.com .

Complaint Procedure:

Within five business days of receipt of the complaint, an email acknowledging the receipt of the complaint will be transmitted to the Complainant by the ADA Coordinator. The ADA Coordinator will work with appropriate MIA personnel to investigate the complaint. Within 15 business days after receipt of the complaint, the ADA Coordinator will contact the complainant and provide a response or request additional information to complete the investigation. If the Complainant believes the department's response does not adequately resolve the complaint, a formal grievance can be filed with the Miami-Dade County Internal Services Department ADA Office . Complaints can be filed online at: https://miamidadecounty.co1.qualtrics.com/jfe/form/SV_5ioCOzIij3Pgslf or via email at: Heidi.Johnson-Wright@miamidade.gov, or by calling 305-375-3566.

Airline/Wheelchair Complaint

If you have a complaint regarding an airline or the wheelchair services provided by the airline, please reach out to that airline directly. For a directory of airline phone numbers and website addresses click here for AIRLINE DIRECTORY.

TSA Complaint

If you have a complaint regarding TSA and your screening process at the checkpoints, you can file a complaint with TSA at: https://www.tsa.gov/contact-center/form/complaints