Southwest Airlines 1994 Annual Report Download - page 12

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Service
Southwest Airlines – 1994 Annual Report Page 12
Service
Southwest was specifically built to meet the needs of our shorthaul Customers, and it works. In 1994, we
won the Triple Crown for Customer Service for the third consecutive year—best ontime performance; best
baggage handling; and highest Customer Satisfaction of any major U.S. airline. No other airline has won
the Triple Crown for even a single month.
Our superb, consistent ontime performance record results from a combination of efficient aircraft
scheduling; careful selection of airports served; and quick and efficient ticketing and boarding procedures.
Our superior baggage handling is achieved despite our quick aircraft turns at the gate. In addition, this
record has been compiled at a time when Southwest is carrying record and ever-increasing amounts of
cargo and U.S. mail. Our streamlined approach to shorthaul flights, coupled with the caring and dedicated
attitudes of our Ground Operations Employees, enables us to control and handle our Customers’ baggage
efficiently with minimal loss.
Our outstanding Customer Satisfaction rating is earned from a variety of factors, including frequent,
convenient flights; dependably low fares; a generous Company Club program that rewards frequent flyers
with free trips; confirmed but open seating; superior beverage service without the need for a meal as the
flights are short; but, most of all, the friendly, caring, and enthusiastic service delivered by our
Employees.
We also received in 1994 the top ranking in the annual Airline Quality Rating report for 1993, a joint
product of the University of Nebraska at Omaha’s Aviation Institute, the National Institute for Aviation
Research, and the W. Frank Barton School of Business at Wichita State University.
While the amenities may be “ low frills,” our Triple Crown Customer Service rankings attest to the fact
that we deliver what the Customer wants in shorthaul markets.
Department of Transportation Rankings for 1994
Airline
Ontime
Performance
Baggage
Handling
Customer
Satisfaction
Southwest 1 1 1
Northwest 2 9 4
Alaska 3 5 3
United 4 6 6
American 5 3 5
America West 6 2 8
Delta 7 4 2
TWA 8 7 9
USAir 9 8 7
Continental 10 10 10