The glitz and glamour of Hollywood couldn\u2019t hold a candle to the sparkle from the Envoy and American teams at Los Angeles (LAX) during their Customer Cup celebration. After quite a challenging year, they pulled off their fourth win since the Customer Cup program started in 2008. LAX exceeded all five goals in the Customer Cup metrics.<\/p>\n
\u201cIt\u2019s such an honor,\u201d shared\u00a0Brian Perry\u00a0, American Airlines Customer Service Agent. \u201cNot only for me, but for all of us here at LAX. It takes the effort of the whole team pulling together to make this happen, especially with all the growth we\u2019ve had in our hub recently. This fills me with so much pride!\u201d<\/p>\n
Let\u2019s talk numbers for a minute. The Envoy and American team at LAX team improved the hub\u2019s departure performance (D+0) by 11.1 points, and their turn performance (T+0) by 9.3 points year over year. Even more amazing, they improved their baggage performance (MBR) by 27.3%. They\u2019re not done impressing us, though. They reduced customer complaints by a whopping 29.4%. That\u2019s an incredible feat for this amazing team.<\/p>\n
\u201cLast year\u2019s performance was magical,\u201d said Regina Wadsworth, Envoy Vice President, LAX. \u201cThis was the best demonstration of teamwork across mainline, regional and our airport business partners that I\u2019ve seen in a long time \u2013 and it paid off in the third quarter. Everyone here at team LAX did a remarkable job!\u201d<\/p>\n
\u201cWe had the best year over year improvement for all American\u2019s Hubs and Gateways for D+0 and Customer Complaints,\u201d shared\u00a0James Moses, American Airlines Managing Director \u2013 LAX.<\/p>\n
The LAX team is a big one, and their leaders didn\u2019t want anyone to miss out on the celebration\u2026so they went mobile. Jim was joined by\u00a0Joseph Taney, American Airlines Senior Vice President \u2013 Hubs & Gateways, and\u00a0Suzanne Boda, American Airlines Senior Vice President \u2013 LAX, as they walked the Customer Cup trophy from location to location within LAX. They thanked team members in Flight Service, Flight, Tower Ops, Maintenance, Facilities, and Cargo as they went\u2026serving cake and shaking hands with the LAX family.<\/p>\n
\u201cWe strive to elevate every customer\u2019s experience,\u201d shared\u00a0Ashley Bonder, American Airlines Customer Service Agent. \u201cWe all take the extra steps that are necessary.\u201d<\/p>\n
\u201cWe work very well when it comes to crunch time,\u201d added Kyle Williams, American Airlines Crew Chief \u2013 Fleet Service. \u201cWinning the Customer Cup means we\u2019re doing something right in LAX!\u201d<\/p>\n
Indeed, this team is glowing with pride. They chatted excitedly at a gateside celebration, posing for selfies with the Cup and accepting congratulations from senior leaders.<\/p>\n
\u201cWe face adversity very well,\u201d shared\u00a0Andrell Shade, American Airlines Manager \u2013 Airport Operations. \u201cFrom the summer of 2016, to our previous IFS performance, and now the recent catering issues\u2026we work hard and have good leadership and team members who adapt to whatever the challenge is. We can face anything!\u201d<\/p>\n
At a total of four wins, we tend to agree. This team has shown that they can run an on time operation and deliver great customer service to the travelers of La La Land. The Customer Cup is definitely the biggest award in town. Oscar\u00a0who?<\/em><\/p>\n Congratulations, Team LAX!<\/p>\n","protected":false},"excerpt":{"rendered":" The glitz and glamour of Hollywood couldn\u2019t hold a candle to the sparkle from the Envoy and American teams at Los Angeles (LAX) during their Customer Cup celebration. After quite a challenging year, they pulled off their fourth win since the Customer Cup program started in 2008. LAX exceeded all five goals in the Customer […]<\/p>\n","protected":false},"author":16,"featured_media":42212,"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\/7853"}],"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=7853"}],"version-history":[{"count":0,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts\/7853\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media\/42212"}],"wp:attachment":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media?parent=7853"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/categories?post=7853"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/tags?post=7853"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}