Like a professional sports team coming home to a new stadium, the Envoy team and customers at Key West International Airport (EYW) in Key West, Florida have a new field to play in and enjoy the view.
From large, open windows to ceiling fans, modern seating with power ports and so much more, a completely refurbished terminal area is helping the Envoy team better assist customers and provide an enjoyable travel experience. And like any successful sports team, thanks to great planning, teamwork and execution, the Envoy team at EYW are coming home with a trophy – an American Airlines Customer Cup for the second quarter of 2025 (2Q25)!
“It’s hard to understate how impactful the refurbishment was – it’s really allowed us to step up our game,” explains Envoy EYW General Manager Steven Catanzaro. “The terminal area used to be downstairs with not enough space to hold customers, and we’d board by air stairs, which tied up our team as we marshalled and escorted customers to the plane. Now we have this beautiful facility, with glass jetbridges, large ceiling fans and more airport amenities for customers to enjoy – including a Starbucks and a Chili’s!”
“At space-constrained airports, refurbishments like these really make a difference” adds Envoy Vice President, Airport Services, Jude Mayeux. “Now that the sterile area is upstairs, ground equipment is better located downstairs, we have more space for the bag room, and it’s overall a much smoother operation, both for the Envoy team and for the customers who travel with us.”
Impressively, terminal construction was completed in just two months at the start of this year. Now that the customer-facing improvements are complete, the airport is now focused on “below the wing” enhancements to better serve our airport team, such as an updated bag room.
“All these airport improvements are impressive, but what truly made a difference was how the team was able to work around construction while also pulling in very high performance metrics as well,” said Envoy Senior Vice President, Customer Services, John Jaynes. “Your NPS [Net Promoter Score] improved more than 12 points, showing that customers are enjoying the complete travel experience on American. It really is a team effort between Envoy, the airport and all the other partners such as our fuelers and the TSA, who helped bring home this win.”
“This is your victory, and I want to thank each and every one of you for supporting each other,” adds Envoy Vice President, International Operations, Jorge Ramirez. “You should be proud of this win – you look out for each other, you stay safe, and, with a new facility, you’re all better able to serve our customers. Congratulations on your win!”
Way to go, team EYW!
