Southwest Airlines: Not your typical company!

The Mission of Southwest Airlines n The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and company spirit.

The Mission of Southwest Airlines (continued) n To Our Employees: –We are committed to provide our employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, employees will be provided with the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest customer.

Current Stats Annual Report n Began service June, 1971 with three Boeing 737s serving three Texas cities n At yearend 1999, SWA operated s, providing service to 56 airports in 29 states. n In 1999: 57,500,000 customers customers

Fortune 100 Best Companies to work for... n #2- Southwest Airlines n Employee facts: –# in US- 28,395 –# outside US- none –% minorities- 25% –% women- 54% –Voluntary turnover: 7% –Professional training- 70 hours per year

More SWA stats... n SWA has the lowest operating cost structure in the domestic airline industry and consistently offers the lowest and simplest fares n 1999 was SWA’s 27th consecutive year of profitability, and eighth consecutive year of increased profits

In the beginning... n Kelleher & King’s two primary objectives: –meeting customers’ shorthaul travel needs –making fares competitive with auto travel n Speed and convenience were essential to success n Recognition that SWA was not all things to all customers n Vision of operation superior in efficiency, productivity, & common sense