Take a look around Key West International Airport (EYW) and you’ll see a collection of smiles.
The reason for all the big grins and excitement? Not just the start of family vacation, or the end of one with memories made, but a brand-new terminal with all the modern amenities – including jetbridges, large soundproofed glass windows with high ceilings, comfortable seating with power ports, restaurants and many other features.
This dramatic improvement from the previous layout with air stairs laid the groundwork for the Envoy team at EYW to achieve a 2Q25 American Airlines Customer Cup win. But as they say, one win is an achievement – two wins is a trend. Thanks to their continued hard work and dedication to the customer experience, team EYW achieved another Customer Cup win for the fourth quarter of 2025 (4Q25). This is the team’s second win in 2025 and the third Cup win overall.
“This new facility doesn’t just improve the customer experience, but the employee experience as well, and it’s great to see the team use this to achieve another Cup win” said Envoy Vice President, International Region, Jorge Ramirez. “It’s a partnership, and the whole team at Key West is listening to feedback and improving the experience for everyone across the airport.”
With the main terminal area complete, the Key West team is now working on a new and refreshed baggage claim area and other ramp-level enhancements, to launch later in 2026.
Speaking of bags, team EYW improved their baggage performance (MBR) by 0.3 points quarter-over-quarter, with a 99.64% baggage success rate over almost 48,000 bags handled. And in 4Q25, customer feedback increased significantly. Net Promoter Score (NPS), which is the likelihood to recommend a product or service to friends and family, increased by more than 23 points. All these metrics and more are what brought team EYW their 4Q25 Cup win.
“It’s great seeing everyone look out for each other and find ways to continuously do better with each turn,” adds Envoy Vice President, Airport Services, Jude Mayeux, who traveled in with Jorge and others from the Envoy International region to celebrate and recognize team EYW. “From oversized huddle cards to escalating issues to supervisors when they come up and so much more – teams that work well together are the ones that take home the Cup.”
On an early April morning, the team gathered together at Gate 3 to celebrate the win, eat brunch and reflect on all that happened in 2025.
“I’d be remiss not to mention the great Steve Catanzaro, who, as you know, was the General Manager in Key West for many, many years and passed earlier this year,” added Jorge. “Steve was instrumental in all that you’ve built here, and we honor his legacy by continuing his work.”
A celebration of life ceremony was held the following week to honor Steve, with Jorge and others from Envoy in attendance.
Behind the metrics and the celebrations, new facilities and continued success – team EYW’s Cup win shows what it all comes down to at the end of the day. Doing the best you can, trying to get better every day, making memories with customers and colleagues, and caring for each other on life’s journey, wherever it takes us.
Congratulations on your win, team EYW. Here’s to many more.
