Alaska Airlines and Horizon Air 2014 Annual Report Download - page 4
Download and view the complete annual report
Please find page 4 of the 2014 Alaska Airlines and Horizon Air annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.-
1 -
2 -
3 -
4 -
5 -
6 -
7 -
8 -
9 -
10 -
11 -
12 -
13 -
14 -
15 -
16
-
17
-
18
-
19
-
20
-
21
-
22
-
23
-
24
-
25
-
26
-
27
-
28
-
29
-
30
-
31
-
32
-
33
-
34
-
35
-
36
-
37
-
38
-
39
-
40
-
41
-
42
-
43
-
44
-
45
-
46
-
47
-
48
-
49
-
50
-
51
-
52
-
53
-
54
-
55
-
56
-
57
-
58
-
59
-
60
-
61
-
62
-
63
-
64
-
65
-
66
-
67
-
68
-
69
-
70
-
71
-
72
-
73
-
74
-
75
-
76
-
77
-
78
-
79
-
80
-
81
-
82
-
83
-
84
-
85
-
86
-
87
-
88
-
89
-
90
-
91
-
92
-
93
-
94
-
95
-
96
-
97
-
98
-
99
-
100
-
101
-
102
-
103
-
104
-
105
-
106
-
107
-
108
-
109
-
110
-
111
-
112
-
113
-
114
-
115
-
116
-
117
-
118
-
119
-
120
-
121
-
122
-
123
-
124
-
125
-
126
-
127
-
128
-
129
-
130
-
131
-
132
-
133
-
134
-
135
-
136
-
137
-
138
-
139
-
140
-
141
-
142
-
143
-
144
-
145
-
146
-
147
-
148
-
149
-
150
-
151
-
152
-
153
-
154
-
155
-
156
-
157
-
158
-
159
-
160
-
161
-
162
-
163
-
164
-
165
-
166
-
167
-
168
-
169
-
170
-
171
-
172
-
173
-
174
-
175
-
176
-
177
-
178
-
179
-
180
-
181
-
182
-
183
-
184
-
185
-
186
-
187
-
188
-
189
-
190
-
191
-
192
-
193
-
194
-
195
-
196
 |
 |
time — the highest percentage of on-time flights among the eight largest North
American carriers. Reliability is one of the biggest sources of customer
satisfaction, which in turn, drives customer preference. Our 13,000 employees
worked hard every day to get our customers to their destinations safely, on
time, and with their bags.
J.D. Power award for customer service and loyalty program: Simply put, great
customer service is the reason Alaska is here today and thriving as an
independent airline. Our employees were recognized in 2014, earning the J.D.
Power award for “Highest in Customer Satisfaction Among Traditional Network
Carriers” for the seventh year in a row. J.D. Power also published its first-ever
Airline Loyalty Program Satisfaction Report in 2014, in which Alaska was
ranked highest by frequent fliers. We know that taking care of our customers
every day is the best way to sustain our success. We could not be more proud
of our people for these extraordinary accomplishments.
Engaged employees and good labor relations: We are pleased to have a new
five-year agreement with Alaska’s flight attendants. Our inflight group is the best
in the business, and they proved it once again by providing outstanding service
throughout the contract negotiations. We now
have agreements in place with all of our labor
groups. The length of our labor contracts is
about four years on average, which compares
very favorably to the rest of the industry. Our
level of employee engagement was 82% in
our annual employee survey, up 3 points from
the prior year, and up 19 points from three
years ago. Engaged employees who are
aligned with our goals are the reason we are
succeeding.
Low costs, low fares, and network growth: Are low costs important? You bet
they are; they enable us to provide our customers with outstanding value and