Southwest Airlines 2000 Annual Report Download - page 10

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Ontime Performance (Percentage of scheduled flights arriving within 15 minutes of
scheduled time for the year ended December 31, 2000)
Mishandled Baggage (Reports per 1,000 passengers boarded for
the year ended December 31, 2000)
0.47
2.01 2.04 2.59 2.61 2.84
3.47 3.54
5.30
7.51
0
2
4
6
8
LUV DAL ALK UNWAC CAL TWA AMR UAL AWA
At Southwest Airlines, we love football. So much so, we have been a proud
sponsor of NFL football for years. We’ve found that our Customers are big
fans, too. So in typical Southwest style, we throw our own tailgate parties
every weekend during the fall. Peanut-sized footballs kick off the season.
Our Pilots line up front and center. You can even get penalized for not
playing along!
78.1% 77.4% 76.9%
75.3% 75.2%
72.9% 72.3%
68.1%
65.5%
61.4%
60%
65%
70%
75%
80%
CAL NWAC TWA DAL LUV AMR UALK AWA UAL
3.50
4.50
4.80 5.00 5.20 5.40 5.50
6.10
6.60 6.60
3
4
5
6
7
ALK DAL ULUV NWAC CAL AMR TWA UAL AWA
Customer Satisfaction (Complaints per 100,000 Customers
boarded for the year ended December 31, 2000)