Shannon Airport wins global customer service prize from American Airlines


American Airlines’ Shannon Airport team has won a coveted ‘Customer Cup’ award in a worldwide competition.

Airports are put into categories according to the size of their operation, with the best operations named each quarter of the year. It’s a first ever win for the airport in the competition, recognised by AA’s senior management and 120,000 employees worldwide.

Airports are rated on departure time dependability, aircraft turn time dependability, baggage performance, customer feedback and overall airport experience. 

First 757 With New Livery

The Shannon team, led by General Manager Shirley Carroll, exceeded their targets in all five categories by over 100pc to win the ‘Category 2 Customer Cup’ for the third quarter of 2017, beating other similarly sized international airports to the title. The Category 1 award went to LAX.

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The trophy was presented to Cesar Marchese, Customer Operations Manager Britain and Ireland Airports; Judite Vitola, Customer Service Agent Shannon Airport;  Faith Mcloughlin, Customer Service Agent SNN; Meabh O’Grady, Customer Service Agent SNN; Brian Fitzgerald, Customer Service Agent SNN and Shirley Carroll, General Manager for American Airlines at the Midwest airport

Faith McLoughlin said: “This is the first time our Shannon team has won the Customer Cup so we feel proud to have our name up in lights. Nobody works in silos here; we lean on each other for support, working off each other’s strengths and that applies to our vendor and airport partners too.”

Fellow agent Judite Vitola felt that “there is a close community in this part of Ireland and especially here at the airport”.  

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Said Shannon Airport Operations Director Niall Maloney:  “We pride ourselves on our operational successes and collaborative approach with all our airline partners. American Airlines are a pleasure to work with and we’re delighted to have been able to play a small part in them winning this award.”

The airline operates a Shannon-Philadelphia summer season service and it is bringing it back a month earlier, starting on April 5 and operating until October 1. Over 38,000 passengers already use the daily service annually which operates a Boeing 757 aircraft.




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