Southwest Airlines CEO is defining himself as a leader — without bag fees

[lreynolds]

By CHERYL HALL / The Dallas Morning News
cherylhall@dallasnews.com

Two years ago, Gary Kelly drew a competitive line in the sand when he decided not to charge passengers for their bags.

The 55-year-old chief executive of Southwest Airlines Co. didn't want employees to face customer wrath for an issue that would have gone against the essence of Southwest."We had our niche for a long time," Kelly says in his headquarters office at Love Field. "We were the low-cost carrier, the low-fare carrier. Nobody paid much attention to us. Well, that ain't the case anymore."

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[Anonymous3167]

Southwest Airlines is my family's exclusive air carrier for our personal travel. We fly twice a year to visit parents across the country and will ONLY fly SWA. Price is definitely the major factor, but employee attitude and customer service rate at the top of our reasons for choosing this airline.

[Anonymous3070]

Southwest is always my favorite Airline to fly. Customer service is fantastic and so are your commercials and pricing with the Bags fly Free. I love it!!! Mr. Kelly is a smart man

[Anonymous713]

My family always flies Southwest because of the best airfare and Bags Fly Free AND....the staff! Southwest is always on time leaving and arriving, does not lose luggage, and is very efficient in each area of their job. My sister, mother, and I recently flew to Vegas to celebrate my mom's 92nd birthday. We had a great time, but I think my mom will most remember the flight home as she was treated like royalty by the crew. The pilot wished her happy birthday over the p.a.; the staff adorned her with a crown made from peanuts and toothpicks; and she was given a birthday card from the crew and signed by most of the passengers. Thanks, Southwest for making our flight a memorable AND safe one!! signed