In 1971, the world was introduced to Southwest Airlines -- a fun, quirky airline with happy Employees delivering Positively Outrageous Service (and uniforms!), transporting Customers from ‘Point A’ to ‘Point B’ ontime, with a free bag of peanuts and a free soda to wash them down. Fast forward to today (delete the mental image of the hot pants from your mind), and the more you can appreciate that some things never change.
No question, 2008 was one of the most difficult years of the most difficult decade in aviation history. But true to our roots, we zigged when the other airlines zagged, posting an unprecedented 36th consecutive year of profitability. How in the world did we do it? With some of the very same ingredients that set us apart from the very beginning: low fares, legendary Customer Service, the best Employees in the Industry, and the courage and indomitable spirit that is unique to Southwest Airlines and dares us to be different.
Once again, Southwest Airlines received the fewest number of Customer complaints per passenger carried, according to the Department of Transportation (DOT). Once again, Southwest Airlines was tops in the ontime performance list for the mainland U.S. carriers. And once again, survey after survey ranked Southwest at or near the top in terms of Customer Service, including being named the 7th most admired Company in the world by FORTUNE magazine.
