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American Airlines Awards Montreal-Trudeau Airport Employees For Improved Customer Service

Montreal Wins American's Customer Cup for Second Consecutive Quarter


FORT WORTH, Texas – American Airlines employees at Montréal-Trudeau Airport (YUL) celebrated another 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 second quarter 2011. The program is called the “Customer Cup,” and the winners are announced each quarter. YUL was recently awarded the Cup in the first quarter of this year.

“The Customer Cup was created in an effort to build some friendly competition across our network, while at the same time encouraging our stations to focus on improving processes, projects and interactions to deliver a better customer experience,” said Mark Mitchell, American’s Managing Director – Customer Experience. “We recognize five stations each quarter that make measureable improvements in the areas that matter most to 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. YUL was awarded the Customer Cup in the second quarter for continuing to improve internal customer satisfaction ratings in a number of key areas including timely and accurate gate information delivery, in which the station improved six points year over year. Other airports to win this quarter include Los Angeles International Airport (LAX), San Francisco International Airport (SFO), Kahului Airport – Maui (OGG) and José María Córdova International Airport – Medellin, Colombia (MDE).

The American team in Montreal credits its customer experience metrics to identifying specific areas for improvement, specifically in baggage handling and the customer experience at the gate. The experienced employees at YUL strive to deliver a positive experience for all customers, and the multilingual team enables the station to better communicate with a greater number of international travelers flying into and out of Montreal.

 “We are proud to be awarded the Customer Cup for the second quarter in a row,” said Lynn Watson, American’s General Manager – Montreal. “This Cup is a result of the continued dedication of our employees have to working hard to improve operations and deliver an exceptional travel experience to each and every customer flying through Montreal.”

The Customer Cup is part of a broad focus on 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.

“A good customer experience is the basis for building customer loyalty,” Mitchell added. “The Cup is a great way to credit employee accomplishments. Because of employee commitment we can deliver positive travel experiences around the world.”

About American Airlines
American Airlines, American Eagle and the AmericanConnection® carrier 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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