{"id":16022,"date":"2022-07-11T16:01:50","date_gmt":"2022-07-11T21:01:50","guid":{"rendered":"https:\/\/www.envoyair.com\/?p=16022"},"modified":"2022-07-11T16:01:50","modified_gmt":"2022-07-11T21:01:50","slug":"beaumont-celebrates-second-customer-cup-win-2","status":"publish","type":"post","link":"https:\/\/www.envoyair.com\/2022\/07\/11\/beaumont-celebrates-second-customer-cup-win-2\/","title":{"rendered":"Beaumont celebrates second Customer Cup win"},"content":{"rendered":"

In March 2020, the Envoy team in Beaumont, Texas<\/strong> (BPT) celebrated the station\u2019s first Customer Cup win for outstanding operational performance and customer satisfaction. Two years and one pandemic later, the Customer Cup is back and team BPT once again earned their place on the coveted traveling trophy.<\/p>\n

\"\"<\/a>\u201cWe\u2019ve seen a lot of changes over the last two years, but I couldn\u2019t have asked for a better team to get us through,\u201d says BPT General Manager Damarilis Lopez<\/strong>. \u201cWe\u2019re almost entirely a team of women, too \u2013 we lift, we break nails and we get the job done!\u201d<\/p>\n

Teamwork and solidarity makes it happen in BPT.<\/p>\n

\u201cEveryone\u2019s great here,\u201d adds BPT Supervisor Rousy Ojeda<\/strong>. \u201cAnd we\u2019re happy for the support we get from teams across the system \u2013 we now have a deicer and that means we don\u2019t have to wait for the sun to defrost our aircraft in winter. That helps customers make their connections at DFW and makes everyone\u2019s job easier.\u201d<\/p>\n

Along with new equipment, another item that makes everyone\u2019s job easier is Envoy\u2019s new Role Standardization project \u2013 cards that explain the aircraft turn process for agents in the terminal and on the ramp. This allows the team to assign roles to ensure that everyone knows what needs to be done \u2013 and who is doing it \u2013 for each aircraft turn.<\/p>\n

\u201cThe Role Standardization cards have been a huge help, especially with new hires,\u201d adds Damarilis. \u201cLots of things need to happen to make our turn time goals, and these cards help everyone understand what goes into a successful turn. We\u2019ve seen performance improve because of it.\u201d<\/p>\n

But Role Standardization is a systemwide project and that alone won\u2019t win the team a Cup. Team BPT also competes against 46 other cities in Category VII of American\u2019s Customer Cup program.<\/p>\n

\u201cOne thing I love about team BPT is that your GM is super competitive,\u201d adds Envoy Regional Managing Director, Raquel Alaniz<\/strong> during the station\u2019s celebration. \u201cYou\u2019re always striving to do better, and Damarilis is already joking about not sending the Cup back and bragging to other stations in my region! You all do an outstanding<\/em> job and I\u2019m proud of everything that you do.\u201d<\/p>\n

\u201cIn the end, this is all about teamwork, and that goes all the way from your colleagues, to the station, to the region, to our airport partners and beyond,\u201d says Envoy Vice President, Airport Services Planning, Kevin Ward<\/strong>. \u201cThis win isn\u2019t just a win for team BPT, it\u2019s a win for Envoy and it\u2019s a win for our customers and you all should be proud.\u201d<\/p>\n

Keep being awesome, team BPT!<\/p>\n

\"\"<\/a><\/p>\n

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

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