Third time’s a charm in Santa Fe

Don’t call it a comeback – after a short break for 3Q17, Santa Fe’s winning team is back with their third American Airlines Customer Cup win in the space of one year – this time for outstanding operational performance and customer satisfaction in 1Q18.

“When we won 4Q17 we told everyone we’d be back in three months – now look where we are!” said Joanna Bradshaw, SAF General Manager. “We don’t do delays here, and everyone works hard to ensure we have a great customer experience. We’ll be back once again in another three months!”

IMG_SAF_1Q18_Customer_Cup-3Their secret to success? “Everyone is treated like a lead agent here,” says Juan Rangel, SAF Station Agent, who transferred from Envoy’s nearby Albuquerque (ABQ) operation. “It’s a smaller station, but everyone is great and goes the extra mile to help each other out.”

Maria Mattia, SAF Station Agent, who started in November added “I like the camaraderie here. We know that if someone’s 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.”

Team SAF doesn’t just have one or two star players – the whole team shares their expertise and everyone ups their game to provide Customer Cup-winning performance.

“Like all greats in sports, you get to a point where you’re competing against the face in the mirror,” said Timarty Stitt, Envoy Regional Managing Director. “This third win is a testament to the amazing work that Santa Fe is doing.”

“Santa Fe has something really special here,” added Kevin Ward, Envoy Vice President, Customer Services during the station’s Cup celebration event. “The relationships you’ve made – with each other and with our customers – really have made a huge difference. We now have a ‘Santa Fe project’ at Envoy Headquarters where we’re looking holistically across the system to apply some of the lessons we’ve learned here with this team. It really is outstanding.”

Here’s to team Santa Fe – congratulations on your third Customer Cup win!


What is the Customer Cup?

The Customer Cup is a quarterly award and celebration organized by American Airlines to recognize stations that demonstrate the strongest performance in Customer Experience.

How do you win?

Each station across the AAG network – both domestic and international – competes against other of the same size and operational likeness. Stations are measured by performance in several metrics, including:

  • Departure Dependability (D+0)
  • Turn Dependability (T+0)
  • Baggage Performance (MBR)
  • Customer Feedback
  • Overall Airport Experience

What do stations win?

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 – the Champions Cup – which is awarded annually in the spring.


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