I’ve always thought that at the heart of Customer Service is something we live by here at Southwest: treating others the way you want to be treated. The Golden Rule has been part of our Culture since the beginning, and I think it absolutely speaks to why Southwest has such a great Customer Service reputation. It’s about letting your bags fly free, it’s about doing our best to get you there on time, it’s about a compassionate voice on the phone when travel plans change. We’ve won a lot of awards for our Culture and our Customer Service, but to us those are the same things. We believe in treating each other like family and our Customers like guests in our home. And, we know that what we are doing works, because our Customers come back to visit us time and again, making Southwest the largest airline in the United States in terms of passengers carried. On Thursday, we learned that we have another award to add to the shelf – we were named to the J.D. Power 2011 Customer Service Champions. What I was most struck by when reading about the award was that it was “based on customer feedback attesting to their service excellence.” What a great honor for the People of Southwest Airlines who strive every day to make travel on our airline the best it can be. We may not always succeed, but we sure try hard and, more importantly, we never stop trying to improve the travel experience for our Customers – we constantly strive for excellence. Thanks to our Customers for this honor, and thanks to our Employees for owning it every day.
