Management and Customer Satisfaction

Southwest Airlines’ mission is dedicated to the highest quality customer service delivered with a sense of friendliness, warmth, company spirit and individual pride. The company also offers ordinary people the opportunity to fly.

To the employees

Southwest Airlines is committed to provide its employees with a stable working environment with an equal opportunity for learning and personal growth. The company encourages creativity and innovation to help improve its effectiveness.    

The company is committed to providing its employees with a stable working environment and with an equal opportunity for learning and personal growth. It also encourages creativity and innovation for improving its effectiveness. Above all, employees are provided with same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.


The vision of Southwest Airlines is to expand its domestic and international locations. This is done by use of short and long-haul carriers that efficiently will result in reduced costs. It also aims to be an airline carrier that has the most productive workforce that will guarantee the best flight possible for each and every passenger.

Quality Management Approach

Labor Practice and Descent Work

Southwest Airlines encourages creativity and innovation from its employees. This will result in improving the company’s operational effectiveness and customer service. The company values its employees and offers them the same concern, respect and a caring attitude within the organization. The company expects in return that the employees share the same externally with every individual customer.

Labor and Employment Compliance

Southwest Airline’s recognizes and adheres to labor laws and employment laws in every part of the country they operate in. the company recognizes freedom of association, equal opportunity and privacy for its employees. The company believes that its employees are the backbone of its business and the company as a whole. Therefore, the company’s approach to labor and employment practices is a critical strategy in carrying out its business. The labor and employment practices are guided by the company’s the General Council Department and its Senior Vice President of Administration and Chief People Officer.

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The company is committed to;

  • Invest in training its employees’ skills
  • To seek a talented pool
  • Provide their employees with a safe and stable working environment
  • Maintain positive labor relations and
  • To maintain equal opportunity for leaning.


The company’s top priority is to protect personal safety for all its employees and customers. They follow the rule that treat others the way you want to be treated.

Labor Relations

The company is proud of its corporate culture and the kind of relations they build with their employees. Employees are allowed to join unions to enable a transparent and consistent working environment.


To Southwest Airlines, diversity is an expression of the company’s expressions of its services. Diverse workforce keeps the company strong, innovative and mirrors the people they serve.

Education and Training

The company continues to educate its employees to enhance their skills.


The company supports and respects its employees by respecting the protection of human rights and the labor and employee relations. The company prohibits child and forced labor, prevents harassment & discrimination of any kind and respects the rights of association for its employees.

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Customer service

At Southwest Airlines they recognizes the importance of communication from their customers and therefore the company’s customer service policies are communicated to its customers and allows for a two way commutation to customers.

Customer privacy

The show that the company is serious about their customer’s privacy, in 2010 the it had no fines for non-compliance with customer privacy laws and regulations.


The company is committed to offer its community more than affordable air service. The company is also involved in volunteer activities across the community. The company strives to provide help to the members of our community who need it most. 

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