The Envoy team in Madison, Wisconsin (MSN) recently came together to celebrate their first-ever American Airlines Customer Cup win, for outstanding customer satisfaction and operational performance in the second quarter of 2026 (2Q26). Members of the Envoy senior leadership team, as well as general managers from nearby Envoy stations and Envoy Human Resources Business Partners (HRBPs) all joined the team to show their support for the station’s exciting win.
“It takes hard work, consistency and dedication to win a Cup,” said Envoy Vice President of Airport Services Planning Kevin Ward. “Team MSN has been working for years to celebrate a win, and we’re proud to celebrate it with you. You win because you celebrate teamwork as the baseline and work together to be the best in your category.”
Under the American Airlines Customer Cup program, stations are grouped into categories based on size and operational likeness, and then ranked every quarter to ensure that we’re recognizing the best performing locations every time.
The teamwork that makes a station successful doesn’t start and end with just the efforts of the Envoy team working on site. Every location that wins a Cup must work cohesively with security, fuelers, airport management and many other groups to ensure a safe and reliable experience is had by all travelers passing through their doors.
“We work with a fantastic operations team here at the airport, so I wanted to make sure they were here to celebrate with us,” said Envoy MSN General Manager Josh Liegl. “While this has been a long time coming, our team, with the help of every group we work with here at MSN, has accomplished a lot this year, and we have a lot to be proud of.”
There are many metrics that go into determining the Customer Cup winners for each quarter, including Safety performance (injuries and aircraft or equipment damage); on time departures and turns (D0 and T0); baggage handling (MBR); and overall customer satisfaction (NPS). In-between bites of cake and taking pictures with their brand-new trophy, the MSN team got to hear more about what all exactly brought them this Customer Cup win.
“You all beat every single goal for your metrics and had an outstanding quarter, which led you to beating 30 other stations for this award,” said Envoy Senior Vice President of Customer Services John Jaynes. “NPS has become really important because it tells us how likely a customer is to recommend us to a friend or come back as a repeat customer, and you did a fantastic job on beating that metric goal. This is a well-deserved win for this team.”
Sounds like this is one of many to come for Team MSN – congrats on your big win!
