The Eastern Iowa Airport in Cedar Rapids can feel like a busy operation – did you know that more than 1.5 million travelers pass through the station every year? Fresh off a multiyear modernization project—including four new gates, a remodeled terminal and a new outdoor patio—it’s also home to a dedicated team of Envoy employees who have built a culture rooted in safety, community and excellence. That commitment helped the station earn its first American Airlines Customer Cup win in the third quarter of 2025, a milestone the team is determined to repeat.
The station recently celebrated its achievement with a catered lunch, cake and a visit from Envoy leadership. Employees filtered into the break room in shifts—balancing a steady operation with a moment to celebrate—crowding around tables to catch up, laugh, take photos and enjoy warm tacos after braving single digit‑Fahrenheit temperatures outside.
Regional Managing Director Ann Marie De La Paz said this win reflects what makes the CID team stand out. “This award is long overdue,” she said. “CID has always had a wonderful team environment. You communicate well, you look out for one another and you’ve built a true community here. That is why YOU won this Cup.”
Senior Vice President of Envoy Customer Services John Jaynes also highlighted the station’s performance and the strength behind the team. “This is the first Customer Cup for CID,” he said during the celebration. “You’re competing against 30 other stations of similar size in your category, and it’s an incredibly competitive group.”
He noted that the team handled more than 48,000 bags with a 99.7% Mishandled Bag Rate. He added that 2025 was the first year American included the Net Promoter Score (NPS) in Customer Cup scoring. “In the third quarter, your NPS went up 10%,” he said. “And over the full year, you improved your recordable injury rate by 38%. You don’t see results like that unless you have a truly exceptional team working together and supporting one another.” NPS is the measure of how likely customers are to recommend a product or service to their friends and family, and a key metric for American Airlines and Envoy.
CID General Manager Alan Gauvin said he could not be more proud of his team for earning the recognition. He recalled the moment he learned they had won. “When I saw [Envoy Vice President, Airport Services] Jude Mayeux calling, I thought, ‘Oh no, what went wrong?’” he said, laughing. “And when he told me, ‘It’s good news—you won the Customer Cup,’ I couldn’t speak for several seconds. I was completely speechless.”
Gauvin emphasized that the accomplishment reflects contributions from the entire airport community. “Everyone—from TSA to the employees working throughout the airport—contributed to this award, and we’re grateful to be part of this community,” he said.
He closed the celebration with a message of confidence in the future. “I told Ann Marie when I was first hired that I was going after a Customer Cup,” he said. “Now that we’ve achieved it, I know this team will bring home another one soon. This is YOUR award. Now let’s enjoy some cake!”
Congratulations, team CID!
See the CID celebration in photos:
