Bill Russell, Michael Phelps, Serena Williams – all dominant in their arena and have a trophy case overflowing with accolades. Now, you can add the Envoy and American teams at Charleston International Airport (CHS) who have won a total of six American Airlines Customer Cups since 2014. Last year was a clean sweep for the team, with Cup wins in 1Q24, 2Q24, 3Q24 and now, 4Q24.

Recently, the Envoy and American CHS teams held a celebration to congratulate employees on their achievement. Members of both the Envoy and American Customer Services leadership team joined the celebration to extend their gratitude for the team’s hard work. Included in that group were Envoy Vice President of Airport Services Jude Mayeux, Envoy Regional Managing Director Ann Marie De la Paz, American Senior Vice President of Airport Operations Julie Rath, and American Vice President of U.S. and Canada Airports and Strategic Partnerships Franco Tedeschi.

During the celebration, the team discussed how teamwork and communication are the keys to their joint success. However, it’s the team’s competitive nature that fuels their drive.

“We have a dedicated group here,” said Seth Haldeman, Envoy CHS General Manager. “They are competitive when it comes to the metrics. Most importantly, they are resilient when it comes to irregular operations and all the other challenges that come from the daily operation of an airline.”

Overall, from the terminal to the ramp, there is cohesion and collaboration that can be counted on even from an outside viewpoint. As Regional Managing Director, Ann Marie is no stranger to success and leading a team, but with CHS, it makes her job that much sweeter knowing the team’s reliability.

“Having a successful station makes my job much smoother and very rewarding and sets the foundation for a great customer experience,” said Ann Marie. “It means fewer operational headaches, stronger financial performance and a motivated team.”

CHS, like some of the larger outstation airports is a joint station with American mainline operations where collaboration is crucial to success.

“Corey and I both want the same outcome on the metrics,” said Seth about his relationship with American’s CHS General Manager Corey Winer. “We speak at least once a day on our collective collaboration to meet and exceed the station’s goals. About 50-percent of the current above-the-wing employees were former Envoy employees, so there is still a sense of family here, regardless of who one is working for now.”

Congratulations again (and again), Team CHS – keep dominating!

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What is the Customer Cup?

The Customer Cup is a quarterly award and celebration organized by American Airlines to recognize stations that demonstrate the strongest performance in Customer Experience.

How do you win?

Each station across the AAG network – both domestic and international – competes against others of the same size and operational likeness. Stations are measured by performance in several metrics, including:

• Departure Dependability (D0)
• Turn Dependability (T0)
• Baggage Performance (MBR)
• Customer Feedback & Airport Experience

What do stations win?

Every quarter, winning stations receive the Customer Cup to recognize the efforts of employees at that station.