The mission statement of Southwest Airlines has always regulated the way the company conducts their business. The company mission statement also highlights their desire to serve customers better and it provides them with direction when they have to make certain service-related decisions. The company mission statement is also another way of saying, We always try to do the right thing! According to the U.S. Department of Transportation, Southwest Airlines has the best cumulative consumer satisfaction record.
Southwest Airlines desires to continually meet the expectations of their valuable customers by keeping with the spirit and intent of their Mission Statement. Southwest Airlines wants their customers to have knowledge of how they operate their business. In addition, the company wants their customers to have confidence in their airline and employees, as well as understand that there are, or may be, some circumstances that can have an effect on their travel plans, purchase decisions, or their expectations in general.
Southwest Airlines valuable customers to know that they never intentionally try to inconvenience them. Southwest Airlines constantly informs their employees that the company is in the customer service business. According to Southwest Airlines, it is definitely a special privilege to serve the air travel needs of their customers.
The mission statement is understood by all of the Southwest Airlines employees and they are glad to share it with everyone. Further more, Southwest Airlines would like to share the following information with their valuable customers.
PASSENGER OPINIONS
SOUTHWEST AIRLINES
Southwest Airlines - by Nestor Rohowsky
6 November 2003
I began flying Southwest about 5 years ago. I was surprised by the ample legroom (I'm 6'2" tall) as I was led to believe the planes would be the flying equivalent of a city bus. My first flight was a 3-stop from Chicago to Ft. Lauderdale, but the return was on a non-stop. I've since flown to Hartford, Baltimore, Kansas City, and Omaha quite a few times each. This summer I flew nonstop between Chicago and Oakland. The flights departed and arrived on-time and service was better than one might expect considering the very low round trip fare. I fly on Southwest when I can. My only wishes are that they begin service to Northern NJ (I do a lot of business and some personal travel there) and perhaps expand non-stop service between Chicago and the northeast to avoid having to change planes in Baltimore.
Southwest Airlines - by Rona Gulka
02 April 2002
I flew SW from PDX to PHX - I generally dislike flying, and had never flown SW. The flight attendants were most charming, amusing, and at the same time professional. I have never enjoyed myself so much (in the air) When I talk about my 3 days in Arizona, SWA employees rate some favorable comments. Loved your airline. No wonder SWA have satisfied customers - SWA have happy employees. If SWA hired 58 year olds, I'd be there in a minute! Thanks for the experience.
Southwest Airlines - by Brad Histed
3 June 2003
Southwest Airlines is a great travel value and a trusted name and this is why it is clearly one of the most admired companies in the United States. I enjoy the consistency in service available from an airlines that uses and maintains one style of jet with expertise, hires employees who treat their customers right, and keeps its flights on time by not assigning seats. I also believe this airline wisely uses stock options to encourage its employees. A part-owner of a company always cares more about the success of the company than a mere employee. Southwest's success seems to be simple- putting customers first in a great travel value and being user friendly. The beauty is in the simplicity and logic of the business model. This strategy seems to be rare for American companies.
