American Airlines CLT Team Brings Home Customer Cup

American Airlines CLT hub was recently awarded the Second Quarter 2026 Customer Cup, marking the CLT team’s first win since 2022.

The award recognizes American Airlines’ top-performing hubs and airports for excellence in safety, reliability, baggage handling and customer satisfaction. The accomplishment was celebrated earlier this month with a special event hosted by the American Airlines’ team featuring food, music and a fun photo booth as team members gathered at the gate on the tarmac to mark the big win.

"Running an airline is the largest team sport, and I couldn't think of a better group to work with,” said American Airlines Aircraft Maintenance Technician Kevin Kramer. “Being able to work with all these people to restore serviceability to the aircraft and ensure that they are airworthy is really a privilege. I see how hard the maintenance team works and I know across the other departments they work hard too. To see the results in better performance and a performance that rises above the other stations is very satisfying."

The American Airlines team has 16,500 CLT-based members. From April to June, the hub served around 5.8 million customers on nearly 60,000 flights. The team also handled more than 4 million bags and have continued to significantly improve customer satisfaction ratings year over year.

In fact, eight out of 10 passengers reported being highly satisfied with their overall experience at CLT in the Airport’s latest passenger survey conducted April to June 2026. Nine out of 10 passengers also gave high marks to service at the security checkpoint, terminal facilities and getting to the terminal.

Throughout the second quarter of this year, the CLT hub achieved overall record performances in delay handling, boarding satisfaction and overall bag experience. These successes are attributed to more than one factor.

“Moving thousands of bags through an airport is a complex operation that depends on precision, coordination, and trust,” said CLT’s Facilities Director Scott Kincaid. “The strong partnership between American Airlines and CLT teams, combined with the scale and sophistication of our baggage-handling infrastructure, allows us to keep bags moving efficiently from check-in to aircraft. It’s a great example of how people, technology, and infrastructure work seamlessly together to deliver a quality travel experience for every passenger.”