Southwest Airlines Leads in Customer Satisfaction for Economy Class Passengers, According to J.D. Power
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Southwest Airlines Co. has been honored for its steadfast dedication to Customers, securing top accolades and the leading Economy Class Customer Satisfaction award in the J.D. Power 2024 North America Airline Satisfaction Study for the third consecutive year. This study evaluates passenger satisfaction among North American carriers based on performance across seven key dimensions of the 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® earned the highest scores across all seven study dimensions: 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 feedback from 9,582 passengers who flew with a major North American airline within a month prior to completing the survey. The study was conducted from March 2023 to 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.”
Following Southwest®’s top ranking on Newsweek’s 2024 America’s Best Customer Service list in the Airlines and Low-Cost Airlines categories, its inclusion on Newsweek’s America’s Most Responsible Companies list for the second year running, and its place on Fortune World’s Most Admired Companies
2024 list, the airline has been honored with this prestigious recognition.
Southwest is known for its customer-friendly policies, such as no bag fees, no change or cancel fees on any fare, and travel funds that never expire. The company is dedicated to enhancing the customer experience through various modernization efforts, with many more in the pipeline. In 2022, Southwest unveiled a $2 billion plan aimed at improving the customer experience, which includes enhancements to self-service options, onboard features, and updates to its award-winning Rapid Rewards® program. Since then, Southwest has:
- Implemented New Digital Features: Launched a range of user-friendly digital features providing real-time information for customers, including Digital Bag Tracking and Online Baggage Check-In, Same-Day Standby, and new internal tools to improve employee efficiency in serving customers.
- Completed WiFi Upgrades: Upgraded WiFi across its entire fleet by the end of 2023, offering an enhanced inflight internet experience with increased bandwidth and faster data speeds, ensuring customers stay connected.
- Installed In-seat Power Ports & Larger Overhead Bins: Equipped all new 737 MAX 8 aircraft with USB-A and USB-C power ports and larger overhead bins. These features will also be retrofitted onto existing MAX 8 and 737-800 aircraft over the next few years.
- Enhanced Rapid Rewards Program: Made enhancements to the Southwest Rapid Rewards® program, simplifying the process for customers to earn tier status, introducing new premium drink benefits for A-List Preferred Members, launching Cash + Points for flight redemptions, and allowing customers to redeem points or a combination of cash and points for hotel bookings.
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