Texarkana, Texas (TXK) has been working toward its third quarter of 2025 (3Q25) American Airlines Customer Cup win through months of dedication and teamwork.
When the Envoy team moved to a new terminal in July of 2024, the crew embraced expanded opportunities along with fresh challenges. They learned jetbridge operations, pushback procedures (previously aircraft would turn-out) and other responsibilities that hadn’t been part of the routine before. With several new employees on board, it’s been a year of change for TXK.
But that change became the foundation for their Customer Cup win. General Manager Viviana Ives, who stepped into the role in April 2024 after 19 years at the airport, made training and recognition a top priority for everyone — veteran and new employees alike. The young group brought eagerness to learn and proved remarkably adaptable to the transitions.
“It’s their win and I’m just there to guide them and support, develop them,” Ives said. “We sat down with every key metric to explain why it matters to the customers and how it supports the operation. It’s not just a Customer Cup win, it’s because we are caring for our customers, and we want them to come back. So, everyone put the effort and dedication into it.” In addition to sharing the metrics, Ives ensured that every win, both big and small, was celebrated, helping motivate the team to new heights.
And those key metrics? Departure Performance (D0), Turn Performance (T0), Mishandled Baggage Ratio (MBR), Customer Feedback and Overall Airport Experience, just to name a few, that are all considered for teams to take home a Cup win.
The team’s focus on customer experience paid off. With such a small operation, they knew every interaction mattered. “We are such a small team,” Ives said. “Even one missed bag can throw away the whole scorecard.”
The team celebrated with games and food from a local restaurant, with a bowling outing planned to follow as well!
Congratulations, team TXK!
Want to join the Envoy team? Learn more and apply at envoyair.com/careers