During the first quarter of 2024 (1Q24), five Envoy Customer Services teams won the American Airlines Customer Cup, with teams in Charleston, S.C. (CHS), Evansville, Ind. (EVV), Georgetown-Exuma, Bahamas (GGT), Maui, Hi. (OGG) and Nassau, Bahamas (NAS) taking home the trophy. We recently reached out to three of the teams in NAS, GGT and OGG to learn more about their recipes for success and what contributes to them earning the Cup.

First up, we have Team NAS with Envoy General Manager Aretha Allen telling us more about the team’s communication, focus and determination to improve their operations.

What preparations set you up for success?

Our success is built on meticulous planning and collaboration between all employees. We ensure that everyone is well trained, informed, and ready to handle any situation that arises.

By aligning our goals and working closely with our above-the-wing colleagues at American Airlines, we’ve created a seamless operation that consistently delivers excellent customer service.

What role does communication play in award-winning teamwork?

Communication is the backbone of our teamwork. It ensures that every employee, whether on the ramp or in the terminal, is on the same page and working toward a common goal.

By maintaining open and transparent communication channels, we’ve fostered a culture of trust and efficiency. Our collaboration with the American team has been crucial in achieving this level of communication and coordination.

What advice do you have for other stations to win the award?

Focus on building a cohesive team where everyone understands their role and feels valued. Effective communication and continuous training are key.

Learn from your successes and setbacks, and don’t hesitate to collaborate with colleagues from different areas. Their insights and support can be invaluable in elevating your station’s performance.