Maui Business

Kahului Airport Recognized for Customer Service

August 10, 2011, 9:56 AM HST
* Updated August 10, 3:27 PM
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Kahului Airport Check-In Lobby. Photo courtesy of Dept of Transportation.

By Sonia Isotov

The Aloha Contract Services (ACS) employees at Kahului Airport have received American Airlines’ “Customer Cup” for improved customer experience and innovative problem solving.

“Winning the Customer Cup is a great honor for our employees because it comes right from the customer,” said Mike Nozaki, American’s Director – Hawaii Operations. “We’re happy to know our customers see our renewed focus on customer service here in Maui.”

The award recognizes stations for their performance in serving customers at the airport across six categories, including gate interactions, the boarding experience, delays and delay management, onboard interactions, baggage handling and baggage resolution.

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Kahului Airport was awarded the Customer Cup for improving internal customer satisfaction ratings in a number of key areas including baggage delivery, which improved 33 percent year over year.

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“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, in a written statement today. “We recognize five stations each quarter that make measureable improvements in the areas that matter most to our customers.”

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