{"id":47049,"date":"2024-08-23T09:11:07","date_gmt":"2024-08-23T14:11:07","guid":{"rendered":"https:\/\/www.envoyair.com\/?p=47049"},"modified":"2024-08-23T12:30:39","modified_gmt":"2024-08-23T17:30:39","slug":"one-year-three-cup-wins-team-charleston-continues-to-elevate-the-customer-experience","status":"publish","type":"post","link":"https:\/\/www.envoyair.com\/2024\/08\/23\/one-year-three-cup-wins-team-charleston-continues-to-elevate-the-customer-experience\/","title":{"rendered":"One year, three Cup wins: Team Charleston continues to elevate the customer experience"},"content":{"rendered":"

If you want to see where the tires meet the tarmac on American\u2019s mission to care for customers on life\u2019s journey, visit Charleston International Airport (CHS) in South Carolina. Over the last year, the combined American and Envoy teams at CHS have succeeded in achieving three American Airlines Customer Cup wins \u2013 in 3Q23, 1Q24 and now, 2Q24.<\/p>\n

So how did the team work together to climb to these heights? Learn more below.<\/p>\n

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Every quarter, American\u2019s Customer Cup program groups stations into categories of operational likeness and recognizes the top-performing stations in each category based on operational performance and customer satisfaction. For a station to win a Cup, they must outperform their peers across a wide range of metrics such as on-time Departure Performance (D0), Turn Performance (T0), Mishandled Baggage Ratio (MBR), cost control, safety, customer satisfaction surveys, overall airport experience and more.<\/p>\n

That\u2019s what sets the Envoy and American teams at CHS apart \u2013 the team is not just meeting their goals, they\u2019re at the top of the game against 21 other airports in their category. The team\u2019s hard work has resulted in three Customer Cup wins in the space of a year \u2013 for 3Q23, 1Q24 and now, 2Q24.<\/p>\n

\u201cI\u2019ve had the opportunity to meet this fantastic team over the last few hours, and what excites me is your attitude to get the job done,\u201d said Franco Tedeschi<\/strong>, American Airlines Vice President, US & Canada Airports and Strategic Partnerships, who joined the team to celebrate their 2Q24 Cup win. \u201cI fully appreciate your success \u2013 three Customer Cup wins over four quarters \u2013 you should be proud of the team you\u2019ve built here in Charleston.\u201d<\/p>\n

So what\u2019s the secret to this success? Like many airports that win a Customer Cup \u2013 teamwork.<\/p>\n

\u201cIt\u2019s never just about one individual, it\u2019s always about us as a team and what we can do together for our customers,\u201d adds Corey Winer<\/strong>, American Airlines General Manager, CHS. \u201cIt\u2019s been a challenging summer, as most summers are, and [tropical storm] Debby dropped a lot of rain on us, but we were able to weather through together and keep up the great performance.\u201d<\/p>\n

From the ticket counter and BSO to the ramp, gate and operational offices, the entire team is eager to talk with and collaborate to ensure a smooth and pleasant travel experience for our customers and their checked bags. That collaboration extends to the airport and our colleagues at the TSA \u2013 everyone is focused on the customer experience.<\/p>\n

Echoing Franco\u2019s comments during the celebration, Envoy Lead Agent Tajj Anderson <\/strong>adds \u201cWe always stay positive, even if weather and staffing and international diversions can get in the way \u2013 the team works together to get it done and overcome.\u201d<\/p>\n

So how did the team take the station\u2019s newest Cup win?<\/p>\n

\u201cWe\u2019re starting to sound like a broken record, but that\u2019s a good thing!\u201d says Seth Haldeman<\/strong>, Envoy General Manager, CHS. \u201cThree wins in one year is phenomenal and it\u2019s really thanks to the combined team here. We\u2019re all working hard to keep up the momentum and go for a clean sweep of Cups in 2024!\u201d<\/p>\n

Good luck on the future Cup wins, and congrats to both American and Envoy teams at CHS.<\/p>\n

Want to join our team? Click here to view available opportunities<\/a>.<\/strong><\/h5>\n