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Southwest Airlines: A Model of Excellence in Air Travel

Discover how Southwest Airlines prioritizes fun, people, and profitability while delivering top customer service and employee satisfaction in the aviation industry. Learn about their values and exceptional performance, making them a pioneer in the airline sector with unrivaled achievements.

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Southwest Airlines: A Model of Excellence in Air Travel

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  1. SWA Quotes • “They can imitate the airplanes. They can imitate the ticket counters and all the other hardware…..But they can’t duplicate the people of Southwest and their attitudes.” • Kelleher

  2. SWA Values • SWA values • Work should be fun…it can be play…enjoy it • Work is important…don’t spoil it with seriousness • People are important…each one makes a difference

  3. SWA • Highest shareholder return of any stock (1972-1992) • Return of over 21,000% • Consistently profitable, even when other airlines sought bankruptcy protection • Market share gains • California 45%, up from 0% in 1989 • Turnover: 4.5% versus 9.5% industry avg.

  4. SWA • Employees per aircraft (1998) • SWA: 94, United & American: 160 • Industry: 135 • Passengers served per employee • SWA: 2,443 • Industry: 840 • Customer service • Triple Crown winner • On-time performance • Fewest lost bags • Fewest customer complaints

  5. SWA • Safest airline in the world (of the 85 major world airlines) • Top company to work for in Fortune Magazine’s list of the “100 Best Companies to Work for in America”

  6. SWA • Employees at the gate • One agent, ground crew of 6 (SWA) • Three agents, ground crew of 12 (Avg.) • Aircraft turnaround time • 15 minutes (SWA) • 30 minutes (CA Lite)

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