Carrier named the Leader in Economy Class
Customer Satisfaction for third year in a row
DALLAS, June 6, 2024
/PRNewswire/ -- Southwest Airlines Co. (NYSE: LUV) has
been recognized for its unwavering commitment to
Customers by receiving top honors and the leading Economy Class
Customer Satisfaction distinction in the J.D. Power 2024 North
America Airline Satisfaction Study1 for a
third consecutive year. This study measures passenger
satisfaction among North American carriers based on performance
across seven core dimensions of customer experience.
"Our Customer-friendly and industry-leading policies allow our
People to deliver the Legendary Customer Service and warm
Hospitality they're famous for," said Bob
Jordan, Southwest Airlines President, Chief Executive
Officer, & Vice Chairman of the Board of Directors. "It's a
true testament to our Employees, and an honor, to be recognized
three times in a row as the Leader in Economy Class Customer
Satisfaction by J.D. Power."
Southwest Airlines® scored the highest in
all seven study dimensions including Day of Travel
Pre/Post-Flight Experience, On-Board Experience, Ease
of Travel with Airline, Digital Tools, Value for
Price Paid, Level of Trust with Airline, and Airline
Staff. The 2024 study is based on responses from 9,582
passengers who have flown on a major North American airline within
the past month of completing a survey. The study was fielded
between March 2023 and March 2024.
"This recognition underscores our commitment to our Customers,"
said Tony Roach, Southwest Airlines
Senior Vice President & Chief Customer Officer. "Our product
offerings, unrivaled flexibility, and world-class Hospitality give
Customers more value for their money and drive industry-leading
loyalty."
This distinguished honor comes on the heels of
Southwest® being recognized with a No. 1 ranking
on Newsweek's 2024 America's Best Customer Service
list in the Airlines and Low-Cost Airlines subcategories;
being named to Newsweek's America's Most Responsible Companies
list for the second year in a row; and listed on
Fortune World's Most Admired Companies™ 2024
list2.
Southwest offers Customer-friendly policies with no bag
fees3, no change or cancel
fees4 on any fare, and travel funds that never
expire. The carrier's plans to improve the Southwest Customer
Experience continue with several modernization efforts already
implemented, and many more on the horizon. In 2022, Southwest
announced its two billion dollar
plan to modernize the Customer Experience with upgrades on
everything from improved self-service options; to onboard
enhancements; and the carrier's award-winning Rapid
Rewards®5 program and since then have:
- New Digital Features: Delivered a robust portfolio of
easy-to-use digital features with real-time information for
Customers including Digital Bag Tracking and Online Baggage
Check-In; Same-Day Standby6, as well as new internal
tools enabling Employees to better serve Customers more
efficiently.
- Upgraded WiFi7: Completed upgrades of
WiFi equipment fleetwide at the end of 2023 to offer an enhanced
inflight internet browsing experience with more bandwidth and
faster data, keeping Customers connected to what's important to
them.
- In-seat power ports & larger overhead bins:
Outfitted USB-A and USB-C power ports and larger overhead bins on
all new 737 MAX 8 (MAX 8) aircraft delivered to Southwest.
Additionally, these features will be added to existing MAX 8 and
737-800 aircraft, a process that is anticipated to be completed
over the next several years.
- Rapid Rewards: Announced enhancements to the Southwest
Rapid Rewards® program designed to make it easier for
Customers to earn tier status; added new premium drink benefits for
A-List Preferred Members8; launched Cash +
Points9, allowing Customers to redeem a
combination of points and eligible forms of payment for flights;
and now Customers can redeem Rapid Rewards points, or use a
combination of cash and points, on hotel bookings.
For more information on the carrier's modernization efforts,
visit Southwest.com/experience.
ABOUT SOUTHWEST AIRLINES CO.
Southwest Airlines
Co. operates one of the world's most admired and awarded
airlines, offering its one-of-a-kind value and Hospitality at 121
airports10 across 11 countries.
Southwest took flight in 1971 to democratize the sky through
friendly, reliable, and low-cost air travel and now carries more
air travelers flying nonstop within the
United States than any other
airline11. Based in Dallas and famous for an Employee-first
corporate Culture, Southwest maintains an unprecedented record of
no involuntary furloughs or layoffs in its history. By empowering
its more than 74,00012 People to
deliver unparalleled Hospitality, the maverick airline cherishes a
passionate loyalty among more than 137 million Customers carried in
2023. That formula for success brought industry-leading prosperity
and 47 consecutive years13 of
profitability for Southwest Shareholders (NYSE: LUV).
Southwest leverages a unique legacy and mission to serve
communities around the world including harnessing the power of its
People and Purpose to put communities at the Heart of its success.
Learn more by visiting
Southwest.com/citizenship. As the airline with Heart,
Southwest has set a goal to work toward achieving net zero carbon
emissions by 205014. Southwest has
also set near-term targets and a three-pillar strategy to achieve
its environmental goals. Learn more by visiting
Southwest.com/planet.
1 For J.D. Power 2024 award
information, visit
jdpower.com/awards.
2 From
Fortune, ©2024 Fortune Media IP Limited. All rights reserved. Used
under license. Fortune is a registered trademark and Fortune
World's Most Admired Companies™ is a trademark of Fortune Media IP
Limited and are used under license. Fortune and Fortune Media IP
Limited are not affiliated with, and do not endorse the products or
services of Southwest Airlines.
3 First
and second checked bags. Weight and size limits
apply.
4 Fare difference may apply.
Failure to cancel a reservation at least 10 minutes prior to
scheduled departure may result in forfeited flight
credits.
5 All Rapid Rewards rules
and regulations apply and can be found
at Southwest.com/rrterms.
6 Customers
can list for same-day standby for an earlier flight via a Southwest
Customer Service Agent at the airport or the Southwest app or
mobile web. Customers must request to be added to the Same-Day
Standby list at least 10 minutes prior to the scheduled departure
of the Customer's original flight or the no-show policy will apply.
If using the app or mobile web, Customers must list their name 30
minutes ahead of scheduled departure. Customers will receive a
message based on the contact preference selected during booking if
they are cleared on the flight. Group bookings and Unaccompanied
Minors are not eligible for Same-Day Standby. Customers will be
required to pay any government taxes and fees associated with these
itinerary changes, but refunds will be provided. The Customer's
original boarding position is not guaranteed on the standby flight.
Southwest Business Customers booked through travel agencies may
need to see a Southwest agent at the airport for a standby listing.
See Southwest.com/standby for more
details.
7 Where available.
Available only on WiFi-enabled aircraft.
8
Excluding Hawaii interisland
flights, on flights traveling 176 miles or more, A-List Preferred
Members receive up to two complimentary premium drinks per leg.
Flights traveling 175 miles or less only serve water. Drink coupons
are subject to availability. Service may also be limited at
Southwest's discretion. This coupon has no cash value. Drink coupon
is void if altered, sold, purchased, brokered, or bartered.
Non-exchangeable for other goods or services. Southwest Airlines
reserves the right to discontinue its drink coupon program at any
time. The coupon is invalid after the expiration date and will not
be updated or replaced. Must be 21 years of age or older to consume
alcoholic beverages. Alcohol purchased with drink coupons must be
consumed onboard the aircraft. Beverage options may change at any
time and are subject to availability.
9
Cash + Points allows Rapid Rewards Members to combine Rapid
Rewards points with other eligible forms of payment to purchase
flights, starting in the spring of 2024. Cash + Points bookings
will not earn Rapid Rewards points, tier qualifying points for
A-List or A-List Preferred status, or Companion Pass qualifying
points. Flights paid for with Cash + Points will count toward a
Member's qualifying one-way flights for A-List, A-List Preferred,
or Companion Pass status when
flown.
10 Effective Aug. 5, 2024, the airline will serve 117
airports.
11 Based on U.S. Dept.
of Transportation quarterly Airline Origin & Destination Survey
since Q1 2021
12 Fulltime-equivalent
active Employees
13 1973-2019 annual
profitability
14 Southwest's net zero by
2050 goal includes Scope 1, Scope 2, and Scope 3 Category 3
emissions only and excludes any emissions associated with non-fuel
products and services, such as inflight service items.
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SOURCE Southwest Airlines Co.