If you want to see where the tires meet the tarmac on American’s mission to care for customers on life’s journey, visit Charleston International Airport (CHS) in South Carolina. Over the last year, the combined American and Envoy teams at CHS have succeeded in achieving three American Airlines Customer Cup wins – in 3Q23, 1Q24 and now, 2Q24.

So how did the team work together to climb to these heights? Learn more below.

Every quarter, American’s Customer Cup program groups stations into categories of operational likeness and recognizes the top-performing stations in each category based on operational performance and customer satisfaction. For a station to win a Cup, they must outperform their peers across a wide range of metrics such as on-time Departure Performance (D0), Turn Performance (T0), Mishandled Baggage Ratio (MBR), cost control, safety, customer satisfaction surveys, overall airport experience and more.

That’s what sets the Envoy and American teams at CHS apart – the team is not just meeting their goals, they’re at the top of the game against 21 other airports in their category. The team’s hard work has resulted in three Customer Cup wins in the space of a year – for 3Q23, 1Q24 and now, 2Q24.

“I’ve had the opportunity to meet this fantastic team over the last few hours, and what excites me is your attitude to get the job done,” said Franco Tedeschi, American Airlines Vice President, US & Canada Airports and Strategic Partnerships, who joined the team to celebrate their 2Q24 Cup win. “I fully appreciate your success – three Customer Cup wins over four quarters – you should be proud of the team you’ve built here in Charleston.”

So what’s the secret to this success? Like many airports that win a Customer Cup – teamwork.

“It’s never just about one individual, it’s always about us as a team and what we can do together for our customers,” adds Corey Winer, American Airlines General Manager, CHS. “It’s been a challenging summer, as most summers are, and [tropical storm] Debby dropped a lot of rain on us, but we were able to weather through together and keep up the great performance.”

From the ticket counter and BSO to the ramp, gate and operational offices, the entire team is eager to talk with and collaborate to ensure a smooth and pleasant travel experience for our customers and their checked bags. That collaboration extends to the airport and our colleagues at the TSA – everyone is focused on the customer experience.

Echoing Franco’s comments during the celebration, Envoy Lead Agent Tajj Anderson adds “We always stay positive, even if weather and staffing and international diversions can get in the way – the team works together to get it done and overcome.”

So how did the team take the station’s newest Cup win?

“We’re starting to sound like a broken record, but that’s a good thing!” says Seth Haldeman, Envoy General Manager, CHS. “Three wins in one year is phenomenal and it’s really thanks to the combined team here. We’re all working hard to keep up the momentum and go for a clean sweep of Cups in 2024!”

Good luck on the future Cup wins, and congrats to both American and Envoy teams at CHS.

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