{"id":7728,"date":"2018-01-08T11:29:29","date_gmt":"2018-01-08T17:29:29","guid":{"rendered":"https:\/\/www.envoyair.com\/?p=7728"},"modified":"2018-01-08T11:29:29","modified_gmt":"2018-01-08T17:29:29","slug":"winning-customer-cup-st-croix-2","status":"publish","type":"post","link":"https:\/\/www.envoyair.com\/2018\/01\/08\/winning-customer-cup-st-croix-2\/","title":{"rendered":"Winning the Customer Cup in St. Croix"},"content":{"rendered":"

It was a year of highs and lows for employees across the Caribbean. And nowhere is that more true than for the Envoy and Worldwide Flight Service (WFS) team in St. Croix, U.S. Virgin Islands (STX). After a series of devastating hurricanes and tropical storms caused widespread damage to homes, island infrastructure and more, the station ended the poker hand rankingsthird quarter on a high note, beating all five Customer Cup metrics and besting more than 25 other stations in their category to win American\u2019s coveted Customer Cup.<\/p>\n

\"IMG_STX_3Q17_Customer_Cup-4\"<\/a>While a special American Airlines relief flight evacuated customers and brought much-needed supplies to the island soon after the storms, those who remained had the hard task of rebuilding and getting things back to normal. With the help of the U.S. Red Cross, the\u00a0American Airlines Family Fund<\/a>\u00a0and Hyatt Legal assisting with relief documentation, insurance preparation and more, it\u2019s been a long road to get back to normalcy on the island.<\/p>\n

\u201cHow the Caribbean islands handled this year\u2019s storms was one of the proudest moments of my career,\u201d said\u00a0American Airlines Senior Vice President, International & Cargo, Jim Butler<\/strong>\u00a0during the station\u2019s Customer Cup celebration. \u201cNot only that, but I remember looking at the numbers and I was amazed. You were able to win the Cup during a quarter that included the region\u2019s most severe hurricanes in history. It\u2019s outstanding.\u201d<\/p>\n

\u201cThe last time St. Croix won a Customer Cup was seven years ago,\u201d added\u00a0American Airlines Regional Managing Director, Alfredo Gonzalez<\/strong>. \u201cIn terms of numbers \u2013 the team was able to drive down complaints by more than 50 percent, improve airport experience by more than three points and beat more than 25 other stations in the category. Behind the numbers, that means that when customers leave the island, they have a positive experience and want to come back and visit again.\u201d<\/p>\n

And with St. Croix shifting away from traditional industries such as oil refining and more towards seasonal tourism, a positive island experience is a planning pokerkey part of the station\u2019s success.<\/p>\n

\"IMG_STX_3Q17_Customer_Cup-16\"<\/a>\u201cAfter every flight, everyone \u2013 above and below the wing \u2013 gets together to discuss what went well and what could be improved for the next flight,\u201d said\u00a0Envoy Vice President, International Operations, Jorge Ramirez-Blanco<\/strong>. \u201cThis collaboration and teamwork is a big part of what helped team STX outperform all five Customer Cup metrics and take home the Cup win. I\u2019m proud of the entire team for what they\u2019ve accomplished \u2013 it all adds up to a great travel experience for American\u2019s customers.\u201d<\/p>\n

\u201cCustomer Experience is really important for us. We try to live up to the \u2018island hospitality\u2019 vibe and make everyone welcome,\u201d said\u00a0Station Agent Rhonda Branch<\/strong>. \u201cWe\u2019ve had some retirements, some transfers and lots of new faces since the storm. We\u2019re all driving towards the same goal and working hard to get things back to normal.\u201d<\/p>\n

At a special event on December 20, the WFS and Envoy teams came together to enjoy a much-deserved Customer Cup meal together, with music provided by the Eddie Russell band.<\/p>\n

\u201cWith increased frequency between Miami and St. Croix, we\u2019re almost back to normal after a very tough year,\u201d said\u00a0American Airlines General Manager, U.S. Virgin Islands, Mark Nelson<\/strong>\u00a0during the celebration. \u201cThis is a testament to your hard work \u2013 when we get knocked down, we get up and go for great.\u201d<\/p>\n

Here\u2019s to the Envoy and WFS teams in St. Croix \u2013 congratulations on your well-deserved Customer Cup win.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

It was a year of highs and lows for employees across the Caribbean. And nowhere is that more true than for the Envoy and Worldwide Flight Service (WFS) team in St. Croix, U.S. Virgin Islands (STX). After a series of devastating hurricanes and tropical storms caused widespread damage to homes, island infrastructure and more, the […]<\/p>\n","protected":false},"author":16,"featured_media":42209,"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\/7728"}],"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=7728"}],"version-history":[{"count":0,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts\/7728\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media\/42209"}],"wp:attachment":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media?parent=7728"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/categories?post=7728"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/tags?post=7728"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}