American Airlines Awards PIT For Improved Customer Service
February 11, 2011
AMERICAN AIRLINES AWARDS PITTSBURGH INTERNATIONAL AIRPORT FOR IMPROVED CUSTOMER SERVICE
American Eagle employees at Pittsburgh International Airport (PIT) 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 fourth quarter of 2010. The program is called the "Customer Cup," and the winners are announced each quarter. There are 29 American Eagle employees who work in Pittsburgh.
"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.
Pittsburgh was awarded the Customer Cup this quarter for significantly improving internal customer satisfaction ratings in every category, including a five-point increase in overall flight experience and a four-point increase in delay management. Other winners this quarter include San Francisco, Denver, Columbus, Ohio, and Punta Cana, Dominican Republic.
The Pittsburgh station works to deliver exceptional service to customers flying into and out of the Pittsburgh area. Baggage handlers constantly check metrics to see where bag delays may have occurred and work to solve any issues as efficiently as possible. The increased customer service rankings are a testament to the hard work and dedication of the employees in Pittsburgh. “We commend the American Eagle Airlines team here at Pittsburgh for the great work and for helping to keep Pittsburgh International Airport the best airport for customer service,” said Bradley D. Penrod, Executive Director, Allegheny County Airport Authority.
"Winning the Customer Cup is a great honor for our employees because it recognizes our focus on providing exceptional service to our customers," said Samuel Williams, American Eagle's General Manager - Pittsburgh International Airport. "We work hard every day to deliver on our standard of customer service. This win motivates us to continue improving the experience for each and every customer traveling through our station." The Customer Cup is part of a broader focus the airline has put toward improving the experience for its customers.