In March 2020, the Envoy team in Beaumont, Texas (BPT) celebrated the station’s first Customer Cup win for outstanding operational performance and customer satisfaction. Two years and one pandemic later, the Customer Cup is back and team BPT once again earned their place on the coveted traveling trophy.
“We’ve seen a lot of changes over the last two years, but I couldn’t have asked for a better team to get us through,” says BPT General Manager Damarilis Lopez. “We’re almost entirely a team of women, too – we lift, we break nails and we get the job done!”
Teamwork and solidarity makes it happen in BPT.
“Everyone’s great here,” adds BPT Supervisor Rousy Ojeda. “And we’re happy for the support we get from teams across the system – we now have a deicer and that means we don’t have to wait for the sun to defrost our aircraft in winter. That helps customers make their connections at DFW and makes everyone’s job easier.”
Along with new equipment, another item that makes everyone’s job easier is Envoy’s new Role Standardization project – cards that explain the aircraft turn process for agents in the terminal and on the ramp. This allows the team to assign roles to ensure that everyone knows what needs to be done – and who is doing it – for each aircraft turn.
“The Role Standardization cards have been a huge help, especially with new hires,” adds Damarilis. “Lots of things need to happen to make our turn time goals, and these cards help everyone understand what goes into a successful turn. We’ve seen performance improve because of it.”
But Role Standardization is a systemwide project and that alone won’t win the team a Cup. Team BPT also competes against 46 other cities in Category VII of American’s Customer Cup program.
“One thing I love about team BPT is that your GM is super competitive,” adds Envoy Regional Managing Director, Raquel Alaniz during the station’s celebration. “You’re always striving to do better, and Damarilis is already joking about not sending the Cup back and bragging to other stations in my region! You all do an outstanding job and I’m proud of everything that you do.”
“In the end, this is all about teamwork, and that goes all the way from your colleagues, to the station, to the region, to our airport partners and beyond,” says Envoy Vice President, Airport Services Planning, Kevin Ward. “This win isn’t just a win for team BPT, it’s a win for Envoy and it’s a win for our customers and you all should be proud.”
Keep being awesome, team BPT!
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 others of the same size and operational likeness. Stations are measured by performance in several metrics, including:
- Departure Dependability (D0)
- Turn Dependability (T0)
- Baggage Performance (MBR)
- Customer Feedback & 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 typically awarded annually in the Spring. Due to the COVID-19 pandemic, the program was put on hold between 1Q20 and 2Q21.