Southwest Airlines 1999 Annual Report Download - page 10

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Colleen Barrett suggested a reward for all the Employees who made us
number one in Customer service, ontime performance, and baggage
handling five years in a row: Paint a plane in their honor.
In the 1990s, our focus on Customer Service, ontime performance, and baggage
handling earned us an unprecedented five consecutive annual Triple Crowns. To celebrate,
we inscribed our Employees’ names inside a plane christened Triple Crown One. The
name “Southwest” became synonymous with Customer Service and a great place to work.
It’s no coincidence, as the two go hand in hand.
It’s simply not enough to charge low fares and fly lots of places. To be successful,
we have to provide excellent Customer Service. In 1999, more than any other year, there
was tremendous scrutiny of the airline industry by the traveling public, the media, and even
the U.S. government. At Southwest Airlines, our mission has always been dedication to the
highest quality of Customer Service. And we’re proud to say we conduct our business that
way and the results show. In particular, for the last nine years we have led the industry in
Customer Satisfaction, according to complaint statistics accumulated and published by the
U.S. Department of Transportation. Southwest was also recognized during 1999 as having
one of the best corporate reputations among Americans in a study conducted by Harris
Interactive Inc. and the Reputation Institute.
The reasons for our high satisfaction rating are numerous. We charge low fares with
few restrictions. As important, we operate a reliable and dependable schedule. Through a
combination of efficient aircraft scheduling, careful selection of airports, and our highly
motivated and hardworking People, we consistently operate an “ontime airline” and
consistently cancel very few flights. In each case, we consistently rank at or near the top
compared to other airlines.
Rounding out our Customer Service strategy, we offer quick, simple ticketing and
boarding with fast, friendly inflight beverage service. Our all-Boeing 737 fleet is one of the
youngest in the world and is clean, safe, quiet, and comfortable. In an all coach
configuration with open seating, it’s perfectly suited for our market niche.