Springfield, IL (CAPITOL CITY NOW) – American Airlines has awarded Abraham Lincoln Capitol Airport (SPI) with the 2025 Customer Cup Award.
According to a news release, the Customer Cup is an internal award program that recognizes airport teams across the American Airlines network for outstanding operational performance, exceptional safety, and superior customer service. The release says thanks to the exceptional services for customers and flight passengers, as well as safe practices from the Abraham Lincoln Capitol Airport, they have become this year’s winners of the Customer Cup.
The release stated that though competing with 56 other stations in its peer group for this distinction, has proven to be among the best and delivered exceptional results in this year’s competition.
The airport excelled in the second quarter by showing a Net Promoter Score of 38, which is a 19-point increase, and is also 19 points above the system average.
SPI also showed a baggage sortation score of 94 percent, a controllable completion factor of 100 percent, an overall completion factor of 98.2 percent, an on-Time gate departures score of 89.4 percent, which exceeded the goal by 11.7 percentage points, and their mishandled bag rate improved by 22.1 points compared to the previous quarter.
Frank J. Vala, Chair of the Springfield Airport Authority Board of Commissioners, said within the press release “These results reflect the dedication, teamwork, and commitment to excellence that define our SPI team. Winning the Customer Cup for the first time is an outstanding achievement and a direct result of the pride our employees take in serving every traveler who passes through our airport.”
