FORT WORTH, Texas – American Airlines and Aloha Contract Services (ACS) employees at Kahului Airport – Maui (OGG) celebrated a customer service victory this week as the airline announced the top five airports to be honored for improved customer experience and innovative problem solving for the second quarter 2011. The program is called the “Customer Cup,” and the winners are announced each quarter.
“The Customer Cup was created in an effort to build some friendly competition across our network, while at the same time encouraging our stations to focus on improving processes, projects and interactions to deliver a better customer experience,” said Mark Mitchell, American’s Managing Director – Customer Experience. “We recognize five stations each quarter that make measureable improvements in the areas that matter most to our customers.”
Customer Cups are categorized and awarded by market size from largest to smallest stations according to flight activity. The award recognizes stations for their performance in serving customers at the airport across six primary customer touch points, including gate interactions, the boarding experience, delays and delay management, onboard interactions, baggage handling and baggage resolution. OGG was awarded the Customer Cup for improving internal customer satisfaction ratings in a number of key areas including baggage delivery, which improved 33 percent year over year. Other winners this quarter include Los Angeles International Airport (LAX), San Francisco International Airport (SFO), Montreal-Trudeau Airport (YUL) and Jose Maria Cordova International Airport – Medellin, Colombia (MDE).
The American and ACS teams in Maui credit the improved customer experience metrics to working together to accomplish the station’s goals. Employee engagement is an important part of operations, with each work group striving to improve their numbers month to month.
“Winning the Customer Cup is a great honor for our employees because it comes right from the customer,” said Mike Nozaki, American’s Director – Hawaii Operations. “We’re happy to know our customers see our renewed focus on customer service here in Maui.”
The Customer Cup is part of a broad focus on improving the experience for customers. With more than 250 employee teams across the network, the airline encourages all employees to bring forward ideas and solutions to improve the travel experience. With stations competing for the Customer Cup honor quarterly, employees who contribute earn network bragging rights and a party in their honor for working hard to improve the airline’s customer service rankings.
“A good customer experience is the basis for building customer loyalty,” Mitchell added. “The Cup is a great way to credit employee accomplishments. Because of employee commitment we can deliver positive travel experiences around the world.”