The American Airlines team at Manchester Airport celebrates a customer service victory today as American honors its local airport team with the Customer Cup award for improved customer service for the third quarter of 2013.
The Customer Cup award is categorized by market size from largest to
smallest airports according to flight activity. The award recognises
employees for their performance in customer service at the airport and is
based on customer feedback. The American team in Manchester was
awarded the Customer Cup for improvements in various metrics including
likelihood to recommend, overall flight experience and on-time departures.
“We are very proud to have won American’s Customer Cup for the first
time, especially because this award reflects the passion, commitment and
hard work of our team, and it is evidence of our constant focus on our
customers”, said Phillip Morris, American’s General Manager for
Manchester.
“This award recognizes our commitment to deliver excellent customer
service and create a memorable travel experience for all of our clients.”
Jon Snook, American’s Senior Vice President Customer Service, travelled to the UK to personally congratulate the employees and participate in the celebrations. Now based at American’s Headquarters in Dallas, he began his aviation career in Manchester nearly thirty years ago.
Manchester Airport’s Customer Services
Director Tricia Williams said:
“We are thrilled that the Manchester Airport
American Airlines station has won this
prestigious award. We take customer service
very seriously both with our own employees and
with all of our partner organisations on site. We
strive to give passengers the best experience
from check-in to take off, and with daily flights to
New York and Chicago, passengers can jet off in
the knowledge they will be well looked after.”
Pictured above: Clive Cook, AA MD operations Europe and Pacific, Jon Snook AA SVP Customer Relations, Phillip Morris AA General Manager for Manchester Airport and Tricia Williams, Customer Services Director at Manchester Airport
The American Airlines Customer Cup is part of a wider focus of improving customer experience, and employees are encouraged to bring forward ideas and solutions to improve the travel experience.
American offers daily flights from Manchester to Chicago O’Hare and New York JFK.