The Envoy team at Pittsburgh, Pennsylvania (PIT) may be new but they’re already making an impact.

Just a little over a year after American Airlines awarded Envoy expanded scope of work at PIT, employees have delivered outstanding results across key performance areas, including operational reliability, safety, baggage handling and customer service, earning a 2Q26 Customer Cup.

PIT shares operations with American Airlines, and leaders from both companies were on hand to celebrate the team’s achievement, including former Envoy General Manager Priscilla Montes, who led the team before moving to Los Angeles (LAX) to lead Below the wing operations.

During the celebration, leaders emphasized that the achievement belongs to the employees who consistently deliver strong results every day.

“Winning this award means you’re taking care of each other, taking care of yourselves and taking care of our aircraft,” said John Jaynes, Envoy Senior Vice President of Customer Services. “It’s you performing the work safely and with dedication every day, and this award is a credit to you.”

Kevin Ward, Envoy Vice President of Airport Services Planning, highlighted PIT’s strong performance in the Customer Cup competition and a recent cabin cleaning audit, where the station scored in the 90s.

“This Cup and audit represent everything you’ve accomplished over the past year and four months,” Kevin said. “Thank you to everyone on the ramp and across the operation for all the hard work.”

Lead Cabin Trainer Gisela Hall-Brooks praised PIT’s cabin appearance team, noting that clean aircraft help shape customers’ first impressions. “If you let employees know what the expectations are, they’ll deliver,” Gisela said. “I’m proud of the work this team is doing.”

Congratulations to the American and Envoy teams at PIT on this outstanding achievement!

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:

• Net Promoter Score (NPS), Customer Feedback and Overall Airport Experience
• Departure Dependability (D0)
• Turn Dependability (T0)
• Baggage Performance (MBR)

Other criteria – such as injury rate and equipment damage – are also taken into account to ensure we’re recognizing the top-performing stations each quarter.

What do stations win?

Winning stations receive the Customer Cup and an employee appreciation budget to host a party and recognize the efforts of employees at that station.