Southwest Airlines 2003 Annual Report Download - page 22

Automated Boarding Passes and RAPID CHECK-IN self service kiosks in its 59 airports to reduce the
number of lines in which a Customer must wait. During 2003, the Company also installed gate readers at all
of its airports to improve the boarding reconciliation process. In 2004, Customers will be able to check
baggage using RAPID CHECK-IN kiosks. Southwest also plans to introduce internet checkin and transfer
boarding passes at the time of checkin.
Environmental. Certain airports, including San Diego and Orange County, have established airport
restrictions to limit noise, including restrictions on aircraft types to be used, and limits on the number of
hourly or daily operations or the time of such operations. In some instances, these restrictions have caused
curtailments in service or increases in operating costs and such restrictions could limit the ability of
Southwest to expand its operations at the affected airports. Local authorities at other airports may consider
adopting similar noise regulations, but such regulations are subject to the provisions of the Airport Noise and
Capacity Act of 1990 and regulations promulgated thereunder.
Operations at John Wayne Airport, Orange County, California, are governed by the Airport's Phase 2
Commercial Airline Access Plan and Regulation (the "Plan"). Pursuant to the Plan, each airline is allocated
total annual seat capacity to be operated at the airport, subject to renewal/reallocation on an annual basis.
Service at this airport may be adjusted annually to meet these requirements.
The Company is subject to various other federal, state, and local laws and regulations relating to the
protection of the environment, including the discharge or disposal of materials such as chemicals, hazardous
waste, and aircraft deicing fluid. Regulatory developments pertaining to such things as control of engine
exhaust emissions from ground support equipment and prevention of leaks from underground aircraft fueling
systems could increase operating costs in the airline industry. The Company does not believe, however, that
such environmental regulatory developments will have a material impact on the Company’s capital
expenditures or otherwise adversely effect its operations, operating costs, or competitive position.
Additionally, in conjunction with airport authorities, other airlines, and state and local environmental
regulatory agencies, the Company is undertaking voluntary investigation or remediation of soil or
groundwater contamination at several airport sites. The Company does not believe that any environmental
liability associated with such sites will have a material adverse effect on the Company’s operations, costs, or
profitability.
Customer Service Commitment. From time to time, the airline transportation industry has been faced
with possible legislation dealing with certain Customer service practices. As a compromise with Congress,
the industry, working with the Air Transport Association, has responded by adopting and filing with the
DOT written plans disclosing how it would commit to improving performance. Southwest Airlines
formalized its dedication to Customer Satisfaction by adopting its Customer Service Commitment, a
comprehensive plan which embodies the Mission Statement of Southwest Airlines: dedication to the highest
quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company
Spirit. The Customer Service Commitment can be reviewed by clicking on “About SWA” at
www.southwest.com. Congress is expected to monitor the effects of the industry’s plans, and there can be no
assurance that legislation will not be proposed in the future to regulate airline Customer service practices.