Springfield Airport Authority Wins American Airlines 2nd Quarter 2025 Customer Cup Award

Springfield, Ill. - 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

"These results reflect the dedication, teamwork, and commitment to excellence that define our SPI team," said Frank J. Vala, Chair of the Springfield Airport Authority Board of Commissioners, he concluded, "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."

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."

The American Airlines Customer Cup program celebrates stations that go above and beyond in operational performance, customer satisfaction, and safety. Teams are evaluated on key performance indicators such as on-time departures, baggage handling, and customer feedback to identify the top-performing airports each quarter. The Customer Cup trophy, a traveling award passed among winning stations each quarter, will be on display in the main passenger terminal at Abraham Lincoln Capital Airport until the next winner is announced.

Springfield Airport Authority Passenger Services team with the Customer Cup Lucas Raupp, Talon Sperry, Darren Anderson, Parris Fromm, Kody Renfro, Marissa Poteet, Harrison Gray (Not Pictured) Pam Minder, Roger Jennings, Liam Smalley, Roberta Harris, Aaron Rath

ABOUT ABRAHAM LINCOLN CAPITAL AIRPORT

Abraham Lincoln Capital Airport was named the 2020 Primary Airport of the Year by the Illinois Department of Transportation. In 2021 IDOT released an Economic Impact study indicating Abraham Lincoln Capital Airport generates $370.8 million in total economic output annually for the local economy impacting 2,630 jobs. The airport is home to numerous major tenants that include the Illinois Air National Guard's 183rd Wing, StandardAero, IDOT's Division of Aeronautics, Lincoln Land Community College's LRS Aviation Maintenance Training Center, Illinois Army National Guard and Stellar Aviation. The airport's main passenger terminal is also home to the Passenger Service Center and Sky Club, a membership-based club offering added benefits for frequent travelers. Commercial passenger air service offerings feature daily service to Chicago (ORD) on American Airlines, Ft. Myers/Punta Gorda FL (PGD) on Allegiant and Orlando International Airport (MCO) on Breeze Airways. For more information, please visit https://www.FlySPI.com or by calling the Passenger Service Center at 217-788-9200.