MBJ Airports Limited, operators of the Sangster International Airport (SIA), presented their 2023 Excellence Awards last Thursday (January 25) to team members who exhibited outstanding customer service. 

The MBJ/CX Awards ceremony, hosted under the theme ‘Exceeding Expectations’ in Montego Bay, saw 57 employees across 23 companies and government agencies being with 35 receiving awards. 

Yanique Faulknor and Leroy Harwood of MBJ Airports Limited were recipients of the MBJ Choice Award, having consistently demonstrated positive service delivery with airport stakeholders.

Six individuals from different organisations were recognized as ‘unsung heroes’, who do impactful work behind the scenes. Some 22 employees, who provide direct customer service on the front line, were recognised as ‘impression-makers’, while the importance of teamwork was acknowledged, with recognition for seven employees. 

Awardees were also selected from customer commendations or experiences submitted to MBJ or directly on the company’s online customer feedback platform. Eleven individuals and three companies received the “Voice of the Customer” Award.

“MBJ/CX Awards embody our unwavering commitment to excellence – a commitment that extends well beyond the tangible structures of this airport. It centres on people – the passionate, hardworking individuals who recognize that their role is not merely a job but a vital part of crafting indelible memories for our travellers,”  commented Shane Munroe, CEO of MBJ Airports Limited. 

Employees that embodied these characteristics also included Warren Bolt of Delta Airlines, who won the ‘Safe and Sound’ award; and Euphemia Sterling (JACDEN) and Lexia Clarke-Archer (Eulen Aviation), who received the ‘Caring Support’ award for customers needing special attention.

“Throughout the year, we have heard countless stories of employees going above and beyond, embodying the spirit of hospitality and service. Today, we shine a spotlight on these unsung heroes who have made it their mission to redefine the airport experience,” added Munroe. 

Eligible to all airport employees, the MBJ|CX Excellence Awards was launched as part of the customer experience transformation programme in February 2023, alongside its customer service willing and available (C-SWAT) initiative.

Awardees must have ‘gone the extra mile’ to improve or make a positive impact on the customer experience of passengers, guests, and stakeholders.