Today, we hear from Team OGG with Envoy General Manager Brad Malool who tells us how the team’s communication leads to success and why they want to continue to get better.

What preparations set you up for success?
We focused on thorough training, proactive problem-solving, and consistent performance monitoring to ensure we were well-prepared for success.

What role does communication play in award-winning teamwork?
Clear and open communication ensures everyone is aligned, informed, and able to collaborate effectively, which is crucial for award-winning teamwork.

What advice do you have for other stations to win the award?
My advice is to prioritize your colleagues’ wellbeing, prioritize customer service, maintain strong teamwork and consistently seek feedback to make continuous improvements.

Ready to join the Envoy team? Click here to apply now!

After winning the Cup in the first quarter of 2023 and then again in the third quarter of 2023, this fourth quarter trophy was a proud addition to their growing collection of awards.

“Winning the Customer Cup three out of four times in a year is absolutely phenomenal and really shows us the caliber of this team’s performance,” said American Airlines RSW General Manager Robert Conwell. “Both American and Envoy teams here at Fort Myers work very hard together day in and day out to make this operation run successfully, and this win shows that all of that hard work pays off.”

The team’s Cup celebration kicked off in the morning with a brief conference where representatives from all across the airport, including the TSA and airport authority, were also present.

“There’s no way we could make this happen without the collaboration of everybody in this room,” said Envoy RSW General Manager Maria Mayoli. “There are a lot of metrics that play into this – it’s not an easy award to win, but with the efforts of all of our teams we were able to bring it home again.”

With stations competing against others based on operational size, teams win the Customer Cup based on four key metrics: Customer Satisfaction, Departure Performance (D0), Turn Performance (T0) and Baggage Performance (MBR). As always, Safety is key, and stations must have no reportable damage events for the quarter in order to be in the running for a Cup win.

The celebration continued later that afternoon in the Envoy team’s breakroom. From catered lunch to scavenger hunts to games outside the ramp, the Envoy team had a great afternoon enjoying their win.
“We’re very proud of this team and this organization. Being safe on the ramp and working well together is how we accomplish these wins,” said Envoy Vice President MIA Hub Migdoel Rosa. “Let’s continue doing what we’re doing, which is performing the best we can and working well together. Thank you for a job well done.”
Congratulations Team RSW for another win – here’s to an equally successful 2024!

View more photos from the celebration here.

Aviation DNA

Growing up in Indiana under the wings of their father, a seasoned Boeing 737 Check Airman and former American Eagle Airlines pilot, aviation was more than just a career for the Ranola brothers; it was a way of life. However, it wasn’t until a memorable flight in a V-tail Bonanza airplane during high school that the brothers’ passion for flying was truly ignited.

“When I got to feel what it was like being at the controls of an airplane, I knew I wanted to become a commercial pilot,” Jake reminisced. Dominic echoed his sentiments, recalling how their first flight sparked a shared interest, leading them to become each other’s study partners and motivation throughout the years.

After graduating high school, both brothers received scholarships to play baseball, temporarily diverting their focus from flying. Yet, their passion for aviation beckoned, leading them to Indiana State University to complete their training and earn their ratings.

All in the fAAmily

 When it came time to choose an airline, Envoy was the natural choice. Inspired by their father’s rewarding experience at Envoy and our reputation to hire “the best of the best,” Jake and Dominic found themselves drawn to the company’s culture and opportunities.

“Envoy felt like home,” Jake shared. “To follow in our father’s footsteps and represent the American Airlines Group/Envoy name is a dream come true.” For Dominic, Envoy’s continuous growth and numerous bases, made it an irresistible choice. “Flying for Envoy is not just a job; it’s a passion,” he shared.

As they settled into their roles as First Officers, the brothers found fulfillment in different aspects of their job. For Jake, it was the thrill of exploring new destinations and interacting with passengers, while Dominic reveled in the sheer exhilaration of flying a jet and being a part of passengers’ travel experiences.

Dream on

When asked for advice for aspiring pilots, their message was clear: never give up on your dreams. “Keep chasing your dream,” Jake encouraged. “The late nights and long hours of training are worth it when you finally achieve your goals.” Dominic agreed, urging aspiring pilots to keep pushing forward, no matter the obstacles. “There is never a goal that is out of reach if you put forth your best effort.”

As the Ranola brothers continue to soar through the skies, their story serves as inspiration for aspiring pilots everywhere, a reminder that with passion and perseverance, the sky’s the limit.

Thank you First Officers Jake and Dominic Ranola for sharing your story!

What is your Envoy story?

I have been with Envoy for 10 years. I am the currently the Manager of operations in our control tower and I’m in charge of the team who ensures the operation runs smoothly.

On a daily basis, I am in multiple meetings with Envoy, our vendors who work closely with us, our partners at American, airport authorities and airport police. I also monitor the weather and ground delays in the cities our flights travel to, along with any delays that LAX takes.

I create the processes that are implemented throughout multiple departments and, as my team grows, we have been in a hiring process recently.

What is the significance of Women’s History Month to you?

The significance of Women’s History Month to me is that we get to look back on all the great accomplishments women have achieved and we can honor them. Women have come a very long way over the years and Women’s History Month reminds the world of that.

What are some things you hope to see for women in this industry in the future?

I would like to see more female pilots in aviation. As well as more female leaders.

Where did you take your favorite non-rev trip and why was it the best?

My best trip I took as a non-rev was to Cuba. I enjoyed this trip most because it opened my eyes to a different culture and way of life.

I stayed in a very rural area, which exposed me to the natives in a different way. It’s definitely a trip I would recommend.

What is your Envoy story?

I’ve been with Envoy for almost 37 years. I started with the company as a Flight Attendant and held roles as a Flight Service Manager, Human Resources Representative, Flight Tech Pubs Manager, and Flight Training Facilities Manager.

Now my current role is DFW Flight Operations Manager where I assist the Chief Pilot, Captain Anne Engle, with the overall day-to-day operations, attendance, performance, investigations, and oversee office staff.

What is the significance of Women’s History Month to you?

It’s motivating to see the recognition of women and their contributions to Envoy, and to see the expansion of women in leadership roles.

Do you have any mentors/women you’ve looked up to throughout your life or career?

First, it would be my mother. She is the one who taught me my work ethic, to be dependable and honest and, above all, loyal. She is who I have admired all my life.

Second, I would have to say my boss Captain Anne Engle, she has shown me how a female can succeed in a male-dominated position. She runs the largest pilot base and has the respect of all who meet her.

What are some things you hope to see for women in this industry in the future?

I would like to see more and more women as pilots, it is getting better especially with groups like Women in Aviation (WAI), the 99’s and our recruitment team.

Where did you take your favorite non-rev trip and why was it the best?

I’m not much of a traveler, but when I do travel it’s to see my family. Family is very important to me and having the ability to jump on an airplane for a few days to be a part of a special occasion or to just stay in touch means the world to me.

What is your Envoy story?

I have been with Envoy since 2016. My current role as Shift Manager ensures agents working above and below the wing are in compliance with all safety procedures.

What is the significance of Women’s History Month to you?

It’s uplifting to see how women progressed from past struggles and experiences. Women’s History Month highlights women’s achievements within the workplace and during their daily lives. Additionally, it shows how women fight for gender equality.

Do you have any mentors/women you’ve looked up to throughout your life or career?

I look up to my mom. She’s my idol and persuades me to keep pushing forward in life.

What are some things you hope to see for women in this industry in the future?

I hope to see greater recognition and representation for women in all sectors of society.

Where did you take your favorite non-rev trip and why was it the best?

I love traveling to Puerto Rico, which is my birthplace. It’s beautiful, comforting, and puts me at peace whenever I’m there.

What is your Envoy Story?

I have been with Envoy for 13 years. When I started, we were called American Eagle Airlines.

My day-to-day responsibilities include different areas of administration and station compliance, but I still miss being hands-on and in the heart of the operation, so anytime I can, I try to jump right in.

As we celebrate Black History Month, which historical figure is an inspiration to you and why?

Fannie Lou Hamer is a great inspiration to me because of her activism to secure the right for African Americans to vote. If you can vote, then you have a say!

How do you celebrate Black History Month?

I celebrate Black History Month by sending my family a different inspirational quote each day from an African-American activist, entrepreneur or scientist.

What’s one surprising thing about you people might not know?

I truly have a fascination for all things Forensics. All the “Law & Order”, “CSI” and “NCIS” series are my favorites, and I love a good laugh. Laughter is good for the soul!

Flying is a “lifelong passion”

What’s your Envoy story?

I’ve been with Envoy for four and half years, currently serving as a Captain based in Phoenix.

How did you become interested in aviation?

Aviation has been my lifelong passion. Previously, I was a U.S. Army aviator flying UH-60 Blackhawks for 11 years. Transitioning to Envoy, I utilized the Envoy Rotary Transition Program to acquire my fixed-wing ratings.

How did you become interested in mountain climbing? Any other outdoor activities?

I’ve immersed myself in extreme sports, accumulating 4,000 skydives and participating in two world records. Additionally, I pursued ski racing in college and now enjoy surfing on my off days, alongside my recent interest in mountaineering after a transformative trip to Everest Base Camp (EBC).

What does it feel like to reach a literal mountain top? How much training goes into it?

Following my EBC trek, I was invited to climb Lobuche (20,500ft) with experienced mountaineers, a pivotal experience that ignited my pursuit of summiting 8,000-meter peaks, including Mount Everest.

However, the financial and logistical challenges associated with this endeavor are significant. To mitigate costs and prove my capabilities, I opted to undertake the challenging Ama Dablam climb, which is a demanding month and a half journey.

After climbing several practice-training peaks and spending about a month in the area, we were prepared for the ascent. This endeavor proved to be the most mentally and physically demanding experience of my life.

Frequently, I’m asked why I pursue climbing these perilous peaks, where a single misstep can prove fatal. In response, George Mallory’s words, “if you have to ask, you’ll never know,” resonate deeply. The endeavor isn’t about enjoyment, but rather the profound personal growth and triumph over challenges experienced upon reaching the summit. The breathtaking vistas make the risks worthwhile.

How can you apply any life lessons from climbing to flying jets?

The lessons learned from these experiences parallel those crucial to flying, like emphasizing the importance of perseverance and maintaining composure, especially in the most demanding circumstances.

What is your Envoy story?

My story starts with longevity — I’ve been with Envoy for 32 years. I’ve worked as a Crew Scheduling manager, Crew Pay manager, Labor Relations Analyst, and then, now, in my current role as Labor Relations Counsel for Ground Employees.

My day first and foremost begins with coffee. My daily work includes negotiations, grievance hearings, collective bargaining agreement training/compliance for all of the ground unionized workgroups, arbitration preparation, investigations, and supporting the company on managing unionized employees while maintaining a positive working relations with the union leaders.

What’s the significance of National Breast Cancer Awareness to you?

It’s important to be informed about breast cancer because early detection can save your life. No matter how old you are, it’s important to do frequent self-exams. Plus, getting yearly mammograms is crucial.

Early detection saved my life.

Who has inspired you during your journey with breast cancer?

My husband, kids, my parents, close relatives, and a few close friends were my inspiration during my journey with breast cancer. They were the true heroes during my journey.

My role model was my husband’s aunt who battled a form of very aggressive breast cancer. She always had the most positive attitude during her journey.

How do you like to educate others about Breast Cancer Awareness?

As stated above, I advocate for frequent self-exams and yearly mammograms. Like I said, early detection saved my life, because I had no family history of breast cancer.

In June 2016, I had felt a lump while getting ready for a routine doctor’s appointment. I was trying to convince myself it was nothing.

I ended up showing my doctor who sent me for a mammogram and subsequent biopsy. By the end of June, I got the call that I had breast cancer.

My type of cancer was a fast-growing cancer, which meant had I not done the self-exam, my outcome would have been much worse.

Tell us one surprising fact about yourself that others may not know.

I love to fish, especially saltwater fishing, but I do not eat any seafood.

With the challenge of breaking stereotypes and become representatives of Latino and Hispanic aviators, hundreds of aviation enthusiasts and professionals gathered to inspire, network, and pave the way for minorities in the aviation industry.

Show and prove

“I’m close to reaching my dream of becoming an airline pilot because of LPA,” said Ivan Ochoa, Envoy Air Operations Recruiter. “When you meet others who look like you and talk like you, we’re able to talk about how to achieve our dreams together.”

As a full-time recruiter for Envoy, Ivan uses those wages to build flight hours to reach FAA-mandated 1,500 flight hour minimums. He’s currently up to 1,000 hours and hopes to join Envoy soon.

Ivan said that beyond the financial aspects of flight training, he also must navigate any negative stereotypes that unfortunately still happen today.

“As a Hispanic aviator, I want to break the stereotype that we’re just laborers,” Ivan said. “I want to prove that we’re more than that, and it’s my job as a recruiter to help other pilots prove that, too.”

Pass the torch

For more than twenty years, Envoy Ramp Manager Omar Gonzalez has been infatuated with aviation. Growing up near Compton, Calif., he frequently visited the local flight school to meet with the famous Red Tails and other pilots.

“I was privileged at such a young age to soak up all that knowledge and be close to the action,” said Omar, who is currently enrolled in the American Airlines Cadet Academy. “Now, I want to expand my knowledge from the ramp to the flight deck and continue to share what I know with other minorities.”

When asked about what advice he could give to those wishing to enter the aviation industry, he mentioned leaning on community.

“Ask questions about what you’re interested in and get involved,” Omar said. “There is so much insight to be gained if you put yourself out there.”

So, what does it look like to put yourself out there? Envoy Captain Patricia Serrano, that’s who.

¡Échale ganas!

Since 2020, “Patti” has been flying for Envoy on the Embraer 175. Now that she’s upgraded to Captain, she’s beginning to relish her new role before moving on to her next destination as an American Airlines First Officer.

“It’s definitely different in the left seat,” said Patti. “You have more responsibilities and you’re the maker of the environment, meaning you’re in charge of setting the right tone. It’s a challenge but rewarding once you realize how far you’ve come.”

Envoy Pilot Recruitment invited Patti to share her experience with pilot candidates and other attendees interested in joining Envoy.

“It’s important to represent Latina and Hispanic pilots for Envoy because it gives others a chance to see that with hard work, time and commitment, anyone can become a pilot,” Patti said. “I tell them, “¡échale ganas!” which is kind of a generic phrase, but it means more when you go through it and achieve your dreams.”

Thank you to LPA for hosting this fantastic expo — we’re proud to be Platinum Level Sponsors. Looking forward to next year!

Click here to view all the photos from the 2023 LPA Expo!