Grenada
Among Five of American’s “Customer Cup” Airport Winners
FORT WORTH, Texas, May 11, 2011 – American Eagle employees at Maurice Bishop International Airport
(GND) celebrated a customer service victory this week as American Airlines
announced the top five airports to be honored for improved customer experience and
innovative problem solving for the first quarter of 2011. The program is called
the “Customer Cup,” and the winners are announced each quarter.
“We created
the Customer Cup to build competition between airport station teams who are
focused on improving processes, products and interactions to deliver a better
customer experience,” said Mark Mitchell, American’s Managing Director – Customer
Experience. “A good customer experience is the foundation for building customer
loyalty, and we recognize five stations each quarter that make measurable improvements
in enhancing the travel experience for 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. GND was awarded
the Customer Cup for improving internal customer satisfaction ratings in a
number of key areas including timely and accurate gate information delivery, in
which the station improved seven points quarter over quarter. Other winners
this quarter include Paris-Charles De Gaulle Airport (CDG), Montréal-Trudeau
Airport (YUL), Norfolk International Airport (ORF) and Miami International
Airport (MIA).
The
American Eagle team in Grenada credits its improved customer experience metrics
to taking a proactive approach with ticket and gate agents. The station reviews
potential situations that could be problematic for customers and by reviewing
how they should be handled, employees are prepared to best assist customers
when needed. The team also focuses on baggage handling and employs additional baggage
training at the local level to follow up with employees on responsibilities
including monitoring tracers to find where baggage problems occurred and using
correct procedures to update customers on baggage delays.
“Winning
the Customer Cup shows that our customers recognize our hard work to improve
the customer experience here in Grenada,” said Gillian Thompson, American Eagle’s
General Manager – Grenada. “We have focused on making improvements and the Cup
gives our employees motivation to continue looking for ways to better our
service for customers.”
The
Customer Cup is part of a broader focus the airline has put toward improving the
experience for its 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.
“Given the
challenges the industry faces, the Cup is a great way to recognize the accomplishments
of our employees,” Mitchell added. “It’s through their dedication and ingenuity
we can deliver exceptional travel experiences for our customers.”
About
American Airlines
American
Airlines, American Eagle and AmericanConnection® serve 250 cities in 50 countries
with, on average, more than 3,600 daily flights. The combined network fleet numbers
more than 900 aircraft. American's award-winning website, AA.com®, provides users
with easy access to check and book fares, plus personalized news, information and
travel offers. American Airlines is a founding member of the oneworld®
Alliance, which brings together some of the best and biggest names in the
airline business, enabling them to offer their customers more services and
benefits than any airline can provide on its own. Together, its members serve
approximately 900 destinations with more than 9,000 daily flights to 145
countries and territories. American Airlines, Inc. and American Eagle Airlines,
Inc. are subsidiaries of AMR Corporation. AmericanAirlines, American Eagle,
AmericanConnection, AA.com, and AAdvantage are trademarks of American Airlines,
Inc. (NYSE: AMR).
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