The Envoy team at Amarillo, Texas (AMA) may be relatively junior in experience, with most of the team holding fewer than three years of seniority, but that doesn’t mean they can’t beat out more experienced stations to win an American Airlines Customer Cup.
“Just looking at the numbers, team AMA beat out 30 other stations in the first quarter of 2025, with 99.5% Right Start, 95.6% on-time Turn Performance, and just 35 mishandled bags out of more than 19,000. You did this while also keeping Safety in mind, with no reportable employee injuries and no aircraft damage. You deserve the Cup,” said Envoy Senior Vice President, Customer Services, John Jaynes during the team’s Cup celebration event. “All of these wins are a team effort, so I encourage you to let our colleagues at the TSA and the Rick Husband Amarillo International Airport know they’re a part of this win as well. Great job, everyone!”
“The hard work you do really does make an impact in the customer experience,” added Envoy Vice President Airport Services Planning, Kevin Ward. “Safety is always our first priority, and damage events are disruptive for everyone, so I thank you for keeping Safety in mind.”
Safety is also about knowing our procedures and educating yourself on what to do when things do not go to plan. Earlier that week, a pushback unit experienced a hydraulic issue while still connected to the aircraft. Immediately after experiencing an unresponsive brake pedal, Envoy Customer Services Agent Landon Bennett followed procedures and informed the flight crew and his wing-walkers to ensure everyone was coordinated and could respond appropriately. This focus on collaboration and teamwork is just one example of team AMA’s commitment to safety, and why the team is deserving of their Cup win.
“What’s remarkable is that more than 30% of the team is new since the last Cup win in the third quarter of 2023,” said Envoy Regional Managing Director, Timarty Stitt. “It’s one thing to gain the knowledge, but it’s another to put it into execution. You all do a great job working together, and what matters most is that you and our customers leave the airport the same way you arrived, with safety in mind. Thank you for all that you do.”
On Friday, May 16, over sandwiches and an over-sized novelty cookie, the team shared stories and joked with each other before getting back out, assisting customers and working the next flight in the schedule.
Congratulations on your win, team AMA!