This is the fourth in a series of posts about our fourth annual integrated annual report, the 2012 Southwest Airlines One Report™, where we illustrate our triple bottom line approach that takes into account our Performance and productivity, the importance of our People and the Communities we serve, and our commitment to efficiency and the Planet.
I started my career at Southwest Airlines in 1984 as a parttime Customer Service Agent in El Paso. Flash forward 30 years to the present, where I now have the privilege to serve as the Senior Vice President Customers. Throughout my time at Southwest Airlines, one thing that has remained constant is our Company focus on providing exceptional Customer Service and showing our Customers why they should keep coming back to the LUV airline time and again. Our People are dedicated to creating an enjoyable travel experience for our Customers with, of course, that good old personal touch of Southwest hospitality. Among the many milestones of 2012, here are some notables:
In 2012, Southwest once again had the lowest ratio of complaints per Customers boarded of all major U.S. carriers thanks to our Employees who deliver world-class Customer Service every day.
Our Employees inspire loyal Customers, as fliers surveyed flew Southwest more frequently for domestic travel than any other airline.
In 2012, we released an all-new Customer Experience Survey and Dashboard to help us understand our Customers’ travel experience with Southwest.
We were thrilled to uphold our record of ranking on FORTUNE’S World’s Most Admired Companies list since 1994.
The photos below are highlights from the 2012 Southwest Airlines One Report™, and illustrate our dedication to serving our Customers.
Seen a tweet from @SouthwestGabe? Our Social Media Team monitors Twitter, Facebook, and more around the clock to respond to Customers.
In 2012, we continued to improve our percentage of on-time arrivals, the highest it’s been in more than 3 years.
Thanks to our Employees, we again earned the U.S. DOT’s top ranking for Customer Satisfaction in 2012.
Did you know that 43 percentof our nearly 46,000 Employees worked in-flight in 2012?
Today, more than four decades after our founding, we remain steadfast in our Purpose of connecting people to what’s important in their lives through friendly, reliable, and low-cost airline travel. We hope you’ll enjoy our upcoming blog posts each month and follow along on Instagram and Pinterest each week with photos and fun facts tagged #SWAOneReport as we share how we’re working to be the best in the business. You can check out and download the full report online at www.southwestonereport.com.