{"id":12216,"date":"2019-09-23T10:52:35","date_gmt":"2019-09-23T15:52:35","guid":{"rendered":"https:\/\/www.envoyair.com\/?p=12216"},"modified":"2019-09-23T10:52:35","modified_gmt":"2019-09-23T15:52:35","slug":"college-station-takes-home-cup-2","status":"publish","type":"post","link":"https:\/\/www.envoyair.com\/2019\/09\/23\/college-station-takes-home-cup-2\/","title":{"rendered":"College Station takes home the Cup"},"content":{"rendered":"<p>Pop-up thunderstorms, flight cancellations and other disruptions couldn\u2019t stop the Envoy team in\u00a0<strong>College Station<\/strong>\u00a0(CLL) from celebrating their American Airlines Customer Cup win for outstanding performance and customer satisfaction in the second quarter of 2019 (2Q19). The team outperformed the other stations in Category VI to bring the Cup to College Station, home of the \u201cAggies\u201d \u2013 Texas A&amp;M University.<\/p>\n<p>\u201cWe have a friendly rivalry with Laredo, and we weren\u2019t satisfied with\u00a0losing to them in the first quarter,\u201d explains CLL General Manager,\u00a0<strong>Chris Sheffield<\/strong>. \u201cThe entire team pulled together to earn this win. When we found out, I even offered to drive out there to personally collect the Cup!\u201d<\/p>\n<p>On the morning of the celebration, weather issues in Dallas\/Fort Worth (DFW) created many cancellations \u2013 including the morning flight to CLL. Undeterred, Envoy Senior Vice President, Customer Services,\u00a0<strong>John Jaynes<\/strong>\u00a0and Envoy Vice President, Customer Services Planning,\u00a0<strong>Kevin Ward<\/strong>\u00a0picked up a rental car and made the three hour (each way) drive from DFW to CLL and back again after the celebration.<\/p>\n<p>\u201cIt really meant a lot to everyone that JJ and Kevin didn\u2019t want to miss out on the event,\u201d said Regional Managing Director,\u00a0<strong>Raquel Alaniz<\/strong>. \u201cEven though they couldn\u2019t stay as long as they\u2019d have liked, it really brought home the significance of the win and what it means for the team and for Envoy.\u201d<\/p>\n<p>This is the first time the team has won a Customer Cup, so this win came as big news for the station. The team earned their Cup by outperforming all five metrics, including an impressive 64.5% improvement in their Mishandled Baggage Ratio (MBR), a 46% decrease in customer complaints and improvements in their Departure Performance (D+0) and overall airport experience metrics, too.<\/p>\n<p>\u201cThis isn\u2019t the end \u2013 we\u2019re on track for another win in the third quarter and now the team is motivated to win again,\u201d added Chris.<\/p>\n<p>Way to go, team College Station. Gig \u2018em!<\/p>\n<p><a href=\"https:\/\/www.envoyair.com\/wp-content\/uploads\/2019\/09\/IMG_CLL_2Q19_Customer_Cup-11.jpg\"><img decoding=\"async\" class=\"aligncenter size-large wp-image-12218\" src=\"https:\/\/www.envoyair.com\/wp-content\/uploads\/2019\/09\/IMG_CLL_2Q19_Customer_Cup-11-1024x814.jpg\" alt=\"IMG_CLL_2Q19_Customer_Cup (11)\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Pop-up thunderstorms, flight cancellations and other disruptions couldn\u2019t stop the Envoy team in\u00a0College Station\u00a0(CLL) from celebrating their American Airlines Customer Cup win for outstanding performance and customer satisfaction in the second quarter of 2019 (2Q19). The team outperformed the other stations in Category VI to bring the Cup to College Station, home of the \u201cAggies\u201d [&hellip;]<\/p>\n","protected":false},"author":16,"featured_media":41995,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"_links":{"self":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts\/12216"}],"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=12216"}],"version-history":[{"count":0,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts\/12216\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media\/41995"}],"wp:attachment":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media?parent=12216"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/categories?post=12216"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/tags?post=12216"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}