European bloggers have lots to say about travel to the U.S. and little of it is good. For example, in this posting the London Telegraph's travel writer, Francisca Kellet, asks "why are American airports so dreadful?" She gets no argument from her readers -- over two dozen took time to add their own horror stories.
But there may be hope. Miami International Airport has begun to invest in customer service improvements. It's sending staff to the Disney Institute in Orlando to learn how the Magic Kingdom does it.
Miami International Airport is a gateway to and from the Caribbean and
Latin America. About 32.5 million passengers passed through the airport
in 2006, including more than 14 million international passengers. But
among 18 U.S. airports with 30 million or more passengers per year,
only three airports performed worse in J.D. Power and Associates' 2007
North America Airport Satisfaction Study.
Most observers consider it a smart move on the airport's part, despite the cost ($15,000 for a half-day). Now if only the customs and immigration service would sign up.