| Mr. Hugh Mallalieu, General Manager of American Airlines St. Kitts |
St. Kitts, 2nd May, 2013 — Comptroller of Customs, Mr. Rodney Harris has congratulated the management and staff of the American Airlines St. Kitts on winning the 2013 first quarter Customer Cup in the category of Contract Cities and Small International Cities and recommits to partnering in improving the overall passenger experience.
Harris praised the work of the local airline team for the excellent passenger experience its staff has provided to arriving and departing passengers that led to this award which was formally announced on April 26, 2013.
The Customer Cup award is given quarterly in four categories and this is first time St. Kitts has won this coveted prize for outstanding passenger experience. St. Kitts joins Maracaibo (Venezuela), Montego Bay (Jamaica) and Buenos Aires (Argentina) for an impressive sweep by the Miami, Caribbean and Latin American stations of all four international categories of the cup.
The Contract Cities and Small International Cities category is awarded based on the performance of the airport staff in four passenger experience metrics – on time performance, an average of one passenger baggage trace per one thousand passengers, likelihood of passenger to recommend and the overall flight experience.
| American Airlines automated check-in consoles at the R. L. Bradshaw International Airport’s departure hall |
Local American Airlines General Manager, Mr. Hugh Mallalieu said that the areas of significant improvements which catapulted his station into a favourable position were the upgrades on security on outgoing flights and the facilitation of the inbound traveller through the introduction of the primary passenger declaration system in the baggage hall which has significantly reduced passenger processing time.
“It was team effort that brought us into the winners’ circle,” Mallalieu said. “We could not have made these improvements without the active support of other travel stakeholders who operate here at the RLB airport, including Customs and Excise. Our success is a direct result of the team effort.”
Comptroller Harris in turn said that it had given him great pleasure to know that “the recent changes made in passenger processing… factored significantly to impact on the passengers’ experience” and recommitted Customs and Excise as a partner in this effort.
The Customer Cup award qualifies American Airlines St. Kitts as a contender for the 2013 American Airlines Chairman’s cup. Customs and Excise wishes Mr. Mallalieu and his station every success in working towards winning this award.