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The Springfield Airport Authority is proud to announce that Springfield’s Abraham Lincoln Capital Airport (SPI) has been named the winner of the American Airlines 2nd Quarter 2025 Customer Cup Award, marking the first time the SPI team has earned this prestigious honor.
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 Springfield Airport team competes with 56 other stations in its peer group for this distinction.
SPI delivered exceptional results during the second quarter, including:
- Net Promoter Score: 38 a 19-point increase and 19 points above the system average
- Baggage Sortation Score: 94%
- Controllable Completion Factor: 100%
- Overall Completion Factor: 98.2%
- On-Time Gate Departures: 89.4% exceeding the goal by 11.7 percentage points
- Mishandled Bag Rate: Improved by 22.1 points compared to the previous quarter
Parris Fromm, Passenger Services Department Manager, added, “I am extremely proud of our team and all of their hard work and dedication to our passengers. We prioritize timeliness, safety and taking care of our passengers and this reflects perfectly on that. We look forward to trying to win another cup for SPI!”
“Congratulations to the Springfield Airport Authority Passenger Services Department for setting the standard for excellence and ensuring passengers departing from Abraham Lincoln Capital Airport on American Airlines have a smooth and stress-free experience at SPI.”
