{"id":10504,"date":"2018-12-20T12:13:31","date_gmt":"2018-12-20T18:13:31","guid":{"rendered":"https:\/\/www.envoyair.com\/?p=10504"},"modified":"2018-12-20T12:13:31","modified_gmt":"2018-12-20T18:13:31","slug":"customer-cup-comes-conch-republic-2","status":"publish","type":"post","link":"https:\/\/www.envoyair.com\/2018\/12\/20\/customer-cup-comes-conch-republic-2\/","title":{"rendered":"Customer Cup comes to the Conch Republic"},"content":{"rendered":"

Key West, Florida. Home to crystal blue seas, sunny skies, glistening sands, and now an American Airlines Customer Cup! The Envoy team at Key West International Airport (EYW) outperformed all five Customer Cup metrics in the third quarter of 2018 (3Q18) to take home the station\u2019s first ever Cup win.<\/p>\n

So how did the team in the \u201cConch Republic\u201d achieve this win?<\/p>\n

In a word, teamwork. \u201cI\u2019ve been here for five years and we have a great team atmosphere \u2013 the best it\u2019s ever been,\u201d says Lead Agent\u00a0Angel Mederos<\/strong>. \u201cThe new people who\u2019ve come on board \u2013 like Station Agent\u00a0Don Hinckley<\/strong>\u00a0\u2013 fit in great!\u201d<\/p>\n

\"IMG_EYW_3Q18_Customer_Cup-6\"<\/a>Don joined the team in 2017 and since then has collected every item of Foreign Object Debris (FOD) he\u2019s picked up. With just under a year of service and with a jar of FOD in hand, he turned it into a game for everyone during the station\u2019s Customer Cup event. \u201cI love it down here \u2013 I used to live in Vermont and haven\u2019t shoveled snow in years,\u201d jokes Don. \u201cWe have a good team with good people, and this is my way of saying thanks to everyone for being so welcoming and having me on the team.\u201d<\/p>\n

After some close guesses \u2013 including just six items under the correct total from the author of this article \u2013 it was Envoy Vice President International Operations\u00a0Jorge Ramirez-Blanco<\/strong>\u00a0who guessed closest to the correct total of 294 pieces of FOD. After a short quiz of his own for the EYW team, Jorge handed his prize over to Station Agent\u00a0Kelli Marrs<\/strong>\u00a0\u00a0for guessing the correct answer.<\/p>\n

Behind the teamwork there\u2019s also the pride of a job well done, every day. As Station Agent\u00a0Veronia Viljoen<\/strong>\u00a0explains, \u201cThere\u2019s a lot of pride in this company. You travel to training and meet people from all over the system, and everyone is proud to say which station they come from. I\u2019m proud to be part of the Key West team.\u201d<\/p>\n

\u201cI joined in October and I love it so far,\u201d adds Station Agent\u00a0Karen Carter<\/strong>. \u201cI worked at EYW for another airline before and Envoy is the better place to be. The culture and flight benefits are great.\u201d<\/p>\n

\u201cI only joined Envoy three months ago but I\u2019m definitely a conch at heart!\u201d jokes Station Agent\u00a0Bridget Flores<\/strong>. \u201cI\u2019m retired Coast Guard and enjoy the structure of the airline. Everyone here is keen to do a good job and do it right every time.\u201d<\/p>\n

That pride of ownership came together in 3Q18 and culminated in the station\u2019s first ever Customer Cup win.<\/p>\n

\u201cThis win isn\u2019t just for Key West, it\u2019s for the whole community,\u201d said Envoy Vice President, Customer Services\u00a0Jude Mayeux<\/strong>\u00a0during the station\u2019s celebration event. \u201cYou all came together after last year\u2019s storms and bounced back strong. Like many regional airports, you\u2019re a big part of what makes the city special, and we\u2019re pleased to celebrate this win with the team and our Key West International Airport colleagues.\u201d<\/p>\n

\u201cI\u2019m proud of the team for all they\u2019ve achieved,\u201d added Jorge. \u201cWe\u2019re a family here, and the entire Key West team is doing a great job, day in, day out.\u201d<\/p>\n

Congratulations to team EYW on their first Cup win!<\/p>\n

\"IMG_EYW_3Q18_Customer_Cup-12\"<\/a><\/p>\n

 <\/p>\n

What is the Customer Cup?<\/strong><\/h4>\n

The Customer Cup is a quarterly award and celebration organized by American Airlines to recognize stations that demonstrate the strongest performance in Customer Experience.<\/p>\n

How do you win?<\/strong><\/h4>\n

Each station across the AAG network \u2013 both domestic and international \u2013 competes against other of the same size and operational likeness. Stations are measured by performance in several metrics, including:<\/p>\n

    \n
  • Departure Dependability (D0)<\/li>\n
  • Turn Dependability (T0)<\/li>\n
  • Baggage Performance (MBR)<\/li>\n
  • Customer Feedback<\/li>\n
  • Overall Airport Experience<\/li>\n<\/ul>\n

    What do stations win?<\/strong><\/h4>\n

    Every quarter, winning stations receive the Customer Cup to recognize the efforts of employees at that station. Winning stations are also entered into the running for the top prize in the competition \u2013 the Champions Cup \u2013 which is awarded annually in the spring.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Key West, Florida. Home to crystal blue seas, sunny skies, glistening sands, and now an American Airlines Customer Cup! The Envoy team at Key West International Airport (EYW) outperformed all five Customer Cup metrics in the third quarter of 2018 (3Q18) to take home the station\u2019s first ever Cup win. So how did the team […]<\/p>\n","protected":false},"author":16,"featured_media":42077,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[47],"tags":[],"_links":{"self":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts\/10504"}],"collection":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/comments?post=10504"}],"version-history":[{"count":0,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts\/10504\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media\/42077"}],"wp:attachment":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media?parent=10504"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/categories?post=10504"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/tags?post=10504"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}