American Airlines Honors Springfield Airport for Top Performance

Springfield’s Abraham Lincoln Capital Airport has been awarded the American Airlines 2nd Quarter 2025 Customer Cup, marking the first time the Springfield Airport Authority (SPI) has received the honor.

The Customer Cup is an internal American Airlines program recognizing airport teams across the network for excellence in operational performance, safety, and customer service. SPI competes with 56 stations in its peer group for the quarterly award.

During the second quarter, SPI posted strong performance metrics, including a Net Promoter Score of 38 — a 19-point increase and 19 points higher than the system average. The airport also reported a 94% baggage sortation score, a 100% controllable completion factor, a 98.2% overall completion factor, and on-time gate departures at 89.4%, exceeding the target by 11.7 percentage points. Its mishandled bag rate improved by 22.1 points from 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 added, “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, said, “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.”

American Airlines evaluates stations on key indicators such as on-time departures, baggage handling, and customer feedback to determine quarterly winners. The traveling Customer Cup trophy will be displayed in the main terminal at Abraham Lincoln Capital Airport until the next award is announced.