{"id":9115,"date":"2018-06-15T07:32:30","date_gmt":"2018-06-15T12:32:30","guid":{"rendered":"https:\/\/www.envoyair.com\/?p=9115"},"modified":"2018-06-15T07:32:30","modified_gmt":"2018-06-15T12:32:30","slug":"third-times-charm-santa-fe-2","status":"publish","type":"post","link":"https:\/\/www.envoyair.com\/2018\/06\/15\/third-times-charm-santa-fe-2\/","title":{"rendered":"Third time’s a charm in Santa Fe"},"content":{"rendered":"

Don\u2019t call it a comeback \u2013 after a short break for 3Q17, Santa Fe\u2019s winning team is back with their third American Airlines Customer Cup win in the space of one year \u2013 this time for outstanding operational performance and customer satisfaction in 1Q18.<\/p>\n

\u201cWhen we won 4Q17 we told everyone we\u2019d be back in three months \u2013 now look where we are!\u201d said\u00a0Joanna Bradshaw<\/strong>, SAF General Manager. \u201cWe don\u2019t do delays here, and everyone works hard to ensure we have a great customer experience. We\u2019ll be back once again in another three months!\u201d<\/p>\n

\"IMG_SAF_1Q18_Customer_Cup-3\"<\/a>Their secret to success? \u201cEveryone is treated like a lead agent here,\u201d says\u00a0Juan Rangel<\/strong>, SAF Station Agent, who transferred from Envoy\u2019s nearby Albuquerque (ABQ) operation. \u201cIt\u2019s a smaller station, but everyone is great and goes the extra mile to help each other out.\u201d<\/p>\n

Maria Mattia<\/strong>, SAF Station Agent, who started in November added \u201cI like the camaraderie here. We know that if someone\u2019s good at bags, you can pull out that card in a crisis. After the flights are out, those experts share their tips and everyone benefits.\u201d<\/p>\n

Team SAF doesn\u2019t just have one or two star players \u2013 the whole team shares their expertise and everyone ups their game to provide Customer Cup-winning performance.<\/p>\n

\u201cLike all greats in sports, you get to a point where you\u2019re competing against the face in the mirror,\u201d said\u00a0Timarty Stitt<\/strong>, Envoy Regional Managing Director. \u201cThis third win is a testament to the amazing work that Santa Fe is doing.\u201d<\/p>\n

\u201cSanta Fe has something really special here,\u201d added\u00a0Kevin Ward<\/strong>, Envoy Vice President, Customer Services during the station\u2019s Cup celebration event. \u201cThe relationships you\u2019ve made \u2013 with each other and with our customers \u2013 really have made a huge difference. We now have a \u2018Santa Fe project\u2019 at Envoy Headquarters where we\u2019re looking holistically across the system to apply some of the lessons we\u2019ve learned here with this team. It really is outstanding.\u201d<\/p>\n

Here\u2019s to team Santa Fe \u2013 congratulations on your third Customer Cup win!<\/p>\n

\"IMG_SAF_1Q18_Customer_Cup-5\"<\/a><\/p>\n

What is the Customer Cup?<\/strong><\/h4>\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><\/h4>\n

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

    \n
  • Departure Dependability (D+0)<\/li>\n
  • Turn Dependability (T+0)<\/li>\n
  • Baggage Performance (MBR)<\/li>\n
  • Customer Feedback<\/li>\n
  • Overall Airport Experience<\/li>\n<\/ul>\n

    What do stations win?<\/strong><\/h4>\n

    Every quarter, winning stations receive the Customer Cup to recognize the efforts of employees at that station. Winning stations are also entered into the running for the top prize in the competition \u2013 the Champions Cup \u2013 which is awarded annually in the spring.<\/p>\n

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

    Don\u2019t call it a comeback \u2013 after a short break for 3Q17, Santa Fe\u2019s winning team is back with their third American Airlines Customer Cup win in the space of one year \u2013 this time for outstanding operational performance and customer satisfaction in 1Q18. \u201cWhen we won 4Q17 we told everyone we\u2019d be back in […]<\/p>\n","protected":false},"author":16,"featured_media":42160,"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\/9115"}],"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=9115"}],"version-history":[{"count":0,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts\/9115\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media\/42160"}],"wp:attachment":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media?parent=9115"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/categories?post=9115"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/tags?post=9115"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}