Alaska Airlines and Horizon Air 2010 Annual Report Download - page 10

At the heart of these results are the 12,000 hardworking Alaska and Horizon employees who truly care
about our company and provide outstanding service to our customers. Working together, we produced
these great results and I am grateful to all of our people for their tremendous efforts.
Our accomplishments have been noticed by others outside our company as well:
Š2010 marked the third year in a
row that Alaska was ranked
“Highest in Customer
Satisfaction Among Traditional
Network Carriers” by J.D. Power
and Associates.
ŠAlaska was named the “Top-Performing Airline of the Year” by Aviation Week magazine in 2010,
outranking global airline customer-service stalwarts such as Singapore Airlines and Cathay Pacific.
The magazine highlighted our smaller size and independence as one of our biggest assets.
ŠAlaska was awarded the “On-Time Performance Service Award” among major North American
airlines by FlightStats.com for our 2010 on-time performance.
ŠIn January 2011, Air Transport World named Alaska the winner of the “2011 Airline Technology
Leadership Award,” citing our pioneering of RNP (Required Navigation Performance), our “Airport of
the Future,” and our Greener Skies Over Seattle project, among other notable accomplishments.
ŠOur Mileage Plan program was recognized as having the “Best Loyalty Credit Card” in North
America at the Frequent Traveler Awards in 2010.
The success in 2010 reflects the efforts of the past decade as much as the last twelve months.
In 2003, we embarked on a transformation plan that we called the “2010 Plan.” In that plan, we
envisioned a virtuous cycle that starts with engaged employees who deliver excellent customer service
leading ultimately to sustained financial success. That success, in turn, allows us to grow our business.
In that plan we set forth a number of ambitious objectives to define a great company, not just a great
airline. Let me share some of those objectives with you.
ŠFirst – safety. We aim to be consistently recognized as having best-in-class safety practices. In that
vein, Alaska and Horizon received their ninth and eleventh consecutive Diamond Awards,
respectively, from the FAA in 2010 for maintenance training excellence and both companies have
developed robust vendor oversight programs.