Southwest Airlines

Coordinates: 32°50′48″N 96°51′40″W / 32.8467°N 96.861°W / 32.8467; -96.861 (Southwest Airlines Headquarters)

Southwest Airlines
Logo (2014–present)
IATA ICAO Callsign
WN SWA SOUTHWEST
Founded March 16, 1967 (1967-03-16)
Commenced operations June 18, 1971 (1971-06-18)
AOC # SWAA304A
Focus cities
Frequent-flyer program Rapid Rewards
Fleet size 716
Destinations 99
Company slogan "Low fares. Nothing to hide."
Traded as NYSE: LUV
DJTA Component
S&P 500 Component
Headquarters Dallas, Texas, U.S.
Key people
Revenue Increase US$ 19.82 billion (2015)[1]
Operating income Increase US$ 4.1 billion (2015)[2]
Net income Increase US$ 2.2 billion (2015)[2]
Total assets Increase US$ 21.312 billion (2015)[2]
Total equity Increase US$ 7.358 billion (2015)[2]
Employees 53,072 (2016)[1]
Website www.southwest.com

Southwest Airlines Co. (NYSE: LUV) is a major U.S. airline, the world's largest low-cost carrier, headquartered in Dallas, Texas.

The airline was established in 1967 by Herb Kelleher[3] and adopted its current name (Southwest Airlines) in 1971.[4] The airline has more than 52,000 employees as of July 2016 and operates more than 3,900 departures a day during peak travel season.[5][6] As of 2014, it carried the most domestic passengers of any U.S. airline.[7] As of July 2016, Southwest Airlines has scheduled services to 98 destinations in the United States and seven additional countries with service to three airports in Cuba expected to begin later this year, subject to governmental approvals.

Southwest Airlines has used only Boeing 737s, except for the period from 1979 to 1987 when it leased some Boeing 727s from Braniff International Airways. As of January 2016, Southwest is the largest operator of the Boeing 737 worldwide, with over 700 in service, each averaging six flights per day.[5]

History

In 1966, Southwest Airlines was founded by Rollin King and Herbert Kelleher. In 1967, the company was incorporated as Air Southwest Company. It was not until 1971 that the airline began its first commercial flights; from Dallas Love Field. The same year the organization adopted the name Southwest Airlines. The expansion of flights for the enterprise started in 1975, to cities throughout the state of Texas. In 1978, Southwest began operating to neighboring southwestern states. Services to the Midwest, California, the East and the Southeast started in the 1990s.[8]

Corporate identity

Advertising

The company has employed humor in its advertising. Slogans include "Love Is Still Our Field," "Just Plane Smart," "The Somebody Else Up There Who Loves You," "You're Now Free To Move About The Country," "THE Low Fare Airline," "Grab your bag, It's On!" and "Welcome Aboard." The airline's current slogan is "Low fares. Nothing to hide."

A Southwest 737-800 at BWI Airport

In March 1992, shortly after Southwest started using the "Just Plane Smart" motto, Stevens Aviation, which had been using "Plane Smart" for its motto, advised Southwest that it was infringing on its trademark.[9][10]

Instead of a lawsuit, the CEOs for both companies staged an arm wrestling match. Held at the now-demolished Dallas Sportatorium (the famed wrestling facility) and set for two out of three rounds, the loser of each round was to pay $5,000 to the charity of his choice, with the winner gaining the use of the trademarked phrase. A promotional video was created showing the CEOs "training" for the bout (with CEO Herb Kelleher being helped up during a sit up where a cigarette and glass of whiskey (Wild Turkey 101) was waiting) and distributed among the employees and as a video press release along with the video of the match itself. Herb Kelleher lost the match for Southwest, with Stevens Aviation winning the rights to the phrase. Kurt Herwald, CEO of Stevens Aviation, immediately granted the use of "Just Plane Smart" to Southwest Airlines. The net result was both companies having use of the trademark, $15,000 going to charity and good publicity for both companies.[11]

Honor Flight Network

Southwest Airlines is the official commercial airline of the Honor Flight Network.[12] Honor Flights are dedicated to bringing aging and ailing veterans to visit the national monuments in Washington, D.C., devoted to the wars in which they served.[13]

Corporate affairs

Headquarters

Southwest Airlines headquarters in Dallas

The Southwest Airlines headquarters is located on the grounds of Dallas Love Field in the Love Field neighborhood of Dallas, Texas.[5][14]

On September 17, 2012, Southwest broke ground on a new Training and Operational Support (TOPS) building.[15] The TOPS Building is across the street from its current headquarters building. The property includes a two-story, 100,000-square-foot operations building that could withstand an F3 tornado. It also includes a four-story, 392,000-square-foot office and training facility with two levels devoted to each function. The new facilities will house 24-hour coordination and maintenance operations, customer support and services, and training. BOKA Powell was the project architect. Manhattan Construction is the general contractor. The project was completed in late 2013, with occupancy beginning in 2014.

Employment

As of July 2016, Southwest Airlines has more than 52,000 employees.[16]

Gary C. Kelly is Chairman, President and CEO of Southwest Airlines. Kelly replaced former CEO Jim Parker on July 15, 2004 and assumed the title of "President" on July 15, 2008, replacing former President Colleen Barrett. In July 2008, Herb Kelleher resigned his position as Chairman. Colleen Barrett left her post on the Board of Directors and as Corporate Secretary in May 2008 and as President in July 2008. Both are still active employees of Southwest Airlines. Kelleher was President and CEO of Southwest from September 1981-June 2001.[17]

Labor relations

In contrast to low-cost competitor JetBlue Airways, where most employees are non-union, Southwest employees are generally members of a union. The Southwest Airline Pilots' Association, a union not affiliated with the Air Line Pilots Association, represents the airline's pilots.[18] The Aircraft Maintenance Technicians are represented by the Aircraft Mechanics Fraternal Association (AMFA).[19] Customer Service Agents and Reservation Agents are represented by the International Association of Machinists and Aerospace Workers Union (IAM). Flight Dispatchers, Flight Attendants, Ramp agents and Operations agents are represented by the Transport Workers Union (TWU).

Sponsorships

Southwest Airlines is the official airline for four Major League Baseball teams, the Texas Rangers, the Baltimore Orioles, the Milwaukee Brewers, and the San Diego Padres. The Los Angeles Dodgers used to fly them as their airline sponsor; they signed a deal with United in 2015. Also, it serves as a sponsor for the NBA, especially the Houston Rockets and it was the official airline for the Super Bowl.

Southwest Airlines is the title sponsor of the annual Southwest Airlines San Francisco Chinese New Year Festival and Parade.[20][21]

Southwest Airlines painted two aircraft to look like Orcas, with advertisements for SeaWorld. It was repainted to standard Southwest livery following their 26-year partnership.[128] Both N713SW, and N715SW have been repainted in the Heart livery.

Impact on carriers

Southwest has been a major inspiration to other low-cost carriers, and its business model has been repeated many times around the world. The competitive strategy combines high level of employee and aircraft productivity with low unit costs by reducing aircraft turn around time particularly at the gate.[22] Europe's EasyJet and Ryanair are two of the best known airlines to follow Southwest's business strategy in that continent. Other airlines with a business model based on Southwest's system include Canada's WestJet, Malaysia's AirAsia (the first and biggest LCC in Asia), India's IndiGo, Qantas's Jetstar (although Jetstar now operates three aircraft types), Philippines's Cebu Pacific, Thailand's Nok Air, Mexico's Volaris, Indonesia's Lion Air and Turkey's Pegasus Airlines. Although Southwest has been a major inspiration to many other airlines, including Ryanair, AirAsia, Lion Air and Jetstar, the management strategies, for example, of Ryanair, AirAsia, Lion Air and Jetstar differ significantly from those of Southwest.[22] All these different management strategies can be seen as means of differentiation from other competitors in order to gain competitive advantages.[23]

Lobbying Texas rail

Southwest has fought against the development of a high-speed rail system in Texas.

In 1991, a plan was made to connect the Texas Triangle (Houston – Dallas – Fort Worth – San Antonio) with a privately financed high speed train system that would quickly take passengers from one city to the next. This was the same model Southwest Airlines used 20 years earlier to break into the Texas market where it served the same cities.

Southwest Airlines, with the help of lobbyists, created legal barriers to prohibit the consortium from moving forward and the entire project was eventually scuttled in 1994, when the State of Texas withdrew the franchise.[24]

Destinations

As of December 2016, Southwest Airlines has scheduled flights to 98 destinations in 41 states, Puerto Rico, Mexico, Central America and the Caribbean. Southwest does not use the "hub and spoke" system of other major airlines, preferring the "point-to-point" system, combined with a "rolling hub" model in its larger cities.

Top cities

Southwest plane landing at PDX
A Southwest 737 near Hartsfield Jackson Atlanta International Airport
Southwest Airlines top served cities (as of May 2016)[25][25]
City Daily departures Number of gates Cities served nonstop Service began Refs
Chicago-Midway 265 35 73 1985 [26]
Baltimore-Washington 227 29 65 1993 [27]
Las Vegas 223 24 61 1982 [28]
Denver 199 24 62 2006 [29]
Dallas (Love Field) 180 18 54 1971 [30]
Phoenix 179 24 50 1982 [31]
Houston (Hobby) 161 19 55 1971 [32]
Orlando (MCO) 151 16 42 1996 [33]
Atlanta 126 18 40 2012 [34]
Los Angeles (LAX) 126 15 29 1982 [35]

Airline partnerships

Past

In 1997, Southwest and Icelandair entered into interline and marketing agreements allowing for joint fares, coordinated schedules, transfer of passenger luggage between the two airlines in Baltimore and connecting passengers between several U.S. cities and several European cities.[36] The frequent flyer programs were not included in the agreement. This arrangement lasted for several years but ended when Icelandair's service to BWI ended in January 2007.[37]

In a departure from its traditional "go it alone" strategy, Southwest entered into its first domestic codesharing arrangement with ATA, which enabled Southwest Airlines to serve ATA markets in Hawaii, Washington, D.C. and New York City.

At the time of ATA's demise in April 2008, the airline offered over 70 flights a week to Hawaii from Southwest's focus cities in PHX, LAS, LAX and OAK with connections available to many other cities across the United States. The ATA/Southwest codeshare was terminated when ATA filed for Chapter 11 bankruptcy on April 3, 2008. Southwest ultimately acquired the operating certificate and some of the landing rights of ATA in the ensuing proceedings.[38]

On July 8, 2008, Southwest Airlines signed a codeshare agreement with WestJet of Canada, giving the two airlines the ability to sell seats on each other's flights.[39] Originally, the partnership was to be finalized by late 2009, but had been postponed due to economic conditions.[40]

On April 16, 2010, Southwest and WestJet airlines amicably agreed to terminate the implementation of a codeshare agreement between the two airlines.

Southwest signed its second international codeshare agreement on November 10, 2008, with Mexican low-cost carrier Volaris. The agreement allowed Southwest to sell tickets on Volaris flights.[41] However, on February 22, 2013, the connecting agreement was terminated. It was said to be mutual between the airlines. Most industry experts believe that the expansion of the subsidiary of Southwest, AirTran Airways, into more Mexican markets, as a main reason for the termination of the agreement.[42]

After acquiring AirTran Airways in 2011, Southwest began a codeshare agreement with AirTran on February 14, 2013. The agreement ended after AirTran became fully integrated into Southwest on December 28, 2014.

Fleet

Since its inception Southwest Airlines has almost exclusively operated Boeing 737 aircraft (except for a brief period when it leased and flew some Boeing 727-200 aircraft). Southwest is the world's largest operator of the Boeing 737, was the launch customer of the 737-300, 737-500, and -700, and will be the launch customer of both the 737 MAX 7 and 737 MAX 8.

Current

As of November 2016, the Southwest Airlines fleet consists of the following aircraft:[43][44]

 Southwest Airlines fleet
Aircraft In service Orders Passengers Notes
Boeing 737-300 90 — 137
143		 To be retired by September 30, 2017.[1]
Boeing 737-700 492 24 143 Launch Customer.
Orders are for used aircraft.[45]
Boeing 737-800 136 61 175 Deliveries until 2018.
Boeing 737 MAX 7 — 30 150 Launch customer.
Scheduled to enter service in 2019.[46][47]
Boeing 737 MAX 8 — 170 175 Launch customer.
Scheduled to enter service in 2017.[47][48]
Total 718 285

Newer Boeing 737-300 variants are retrofitted with electronic flight decks, extended overhead bins and blended winglets to reduce operational costs. The retrofits make the 737-300s operationally compatible with the 737-700 and support the airline's move to embrace the Global Positioning System enabled Required Navigation Performance system.[49][50]

Southwest added the Boeing 737-800 to its fleet on April 11, 2012. The aircraft has 175 seats, 38 more than the former largest plane in Southwest's fleet.[51] All -800s include the Boeing Sky Interior, with the 8 300-series and 800-series planes also being equipped with ETOPS equipment.[52]

After completing the purchase of AirTran Airways, Southwest Airlines acquired AirTran's existing fleet of Boeing 717-200 aircraft. However, Southwest elected not to integrate them into its fleet but instead subleased them to Delta Air Lines, with deliveries then being made through the end of 2015.[53][54] AirTran also operated Boeing 737-700 aircraft at the time of its acquisition by Southwest.

On December 13, 2011, Southwest placed a firm order for 150 Boeing 737 MAX 8 aircraft, becoming the launch customer for the type. First delivery is expected in 2017.[55] All 737 MAX 8 aircraft will include the Boeing Sky Interior.[55]

On May 15, 2013, Southwest became the launch customer for the Boeing 737 MAX 7 aircraft and now has 30 MAX 7 aircraft on order. The first delivery is expected in 2019.[56]

Historical fleet

Southwest Airlines fleet history
Aircraft Introduction Retired Replacement(s) Notes
Boeing 727–200 1979 1987 Boeing 737–200 Leased from Braniff International Airways, and People Express Airlines.
Boeing 737–200 1971 2005 Boeing 737–700 Southwest's first aircraft type.
Boeing 737–500 1990 2016 Boeing 737–700 Launch customer.

Livery

Original desert gold livery, used until 2001

Southwest's original primary livery was Desert Gold, red and orange, with pinstripes of white separating each section of color. The word Southwest appeared in white on the gold portion of the tail. On the original three 737-200s, from June 1971, on the left side of the plane, the word Southwest was placed along the upper rear portion of the fuselage, with the word Airlines painted on the tail N21SW. On the right side, the word Southwest was on the tail, but also had the word Airlines painted on the upper rear portion of the fuselage.N20SW. This was later revised to simply include "Southwest" on both sides of the tail. The airline's Boeing 727-200s, operated briefly in the late 1970s and early 1980s, featured other variations on the livery; one was painted in a shade of ochre instead of desert gold with stylized titles on the forward fuselage and an "S" logo on the tail, while others bore the standard livery (albeit in metallic gold) with the word "Southwest" moved from the tail to the forward fuselage.[57][58]

Canyon blue livery used from 2001 to 2014

Southwest introduced the canyon blue livery on January 16, 2001, the first primary livery change in Southwest's then-30-year history. Spirit One was the first plane painted in the canyon blue fleet color scheme. The second livery replaces the former primary color, desert gold, with canyon blue and changes the Southwest text and pinstripes to gold. The orange and red stripes continued to be used. The pinstripe along the plane was drawn in a more curved pattern instead of the straight horizontal line separating the colors in the original. For aircraft equipped with blended winglets, the blended winglets were painted to include the text Southwest.com. Southwest completed repainting its entire fleet with the new Canyon Blue livery in early 2010; however, The Colleen Barrett Classic (N714CB), The Herbert D. Kelleher One (N711HK), & The Metallic Gold One (N792SW), which are Boeing 737–700 aircraft, retain the original Desert Gold livery. These classics wear a simplified version of the livery, lacking the black anti-glare paint below the cockpit windows, white window outlines, and #1 heart logo.

Heart livery used 2014–present

A new livery, named "Heart" and developed with firms GSD&M, Lippincott, VML, Razorfish, and Camelot Communications, was unveiled on September 8, 2014.[59] The new livery uses a darker shade of blue. The orange stripe on the tail is changed to yellow, both the red and yellow stripes are now enlarged in reverse pattern, and the belly of the aircraft is now in blue and features a heart, which has been a symbol for Southwest during its 43-year history. Additionally, the pinstripes are changed to a silver-gray and the Southwest text, now white, has been moved to the front of the fuselage. Lettering is in a font custom designed by Monotype, Southwest Sans. The engines now feature the airline's web address, Southwest.com.

Special Liveries and Decals

Some Southwest aircraft feature special liveries or are named with special decals. Southwest gives these aircraft special names, usually ending in "One." All special liveries painted prior to Spirit One originally wore the standard Desert Gold, red and orange colors on the vertical stabilizer and rudder. Subsequent special liveries feature tails with the canyon blue livery. All earlier specials, with the exception of Triple Crown One, have been repainted with the Spirit livery tail. Aircraft painted in special liveries have white painted blended winglets with two exceptions: Lone Star One, which was fitted with "Southwest.com" blended winglets in January 2011 after having been fitted with plain white winglets in August 2010, and Warrior One, which added the split scimitar winglet in May 2014. Missouri One was the first special livery to feature a modified version of the Heart tail design, with the red and yellow ribbons shrunk in order to fit the Southwest wordmark as it is unable to be used on the fuselage. Previous special livery aircraft will eventually be repainted with the new tail design, Illinois One being the first.[5]

Southwest Airlines special liveries[60]
Name Year Description Registration Photo
2,000th "Next Generation" 737 2006 Southwest received the 2,000th "Next Generation" 737 produced on July 27, 2006. It is marked as such in its livery.[61] N248WN
35th Anniversary Combined the original primary livery with the canyon blue livery.[62] N238WN
500th 737 2007 Southwest received its 500th 737 on June 28, 2007. This aircraft is marked to honor this milestone.[63] N281WN
Arizona One 1994 The flag of the state of Arizona applied across the aircraft. N383SW
California One 1995 The flag of the state of California applied across the aircraft. N609SW
Charles E. Taylor One 2007 Named in honor of Charles E. Taylor, the first aviation mechanic, who worked with the Wright brothers and who built the engine used on the Wright Flyer.[64] N289CT
Colleen Barrett Classic/Heroine of The Heart 2008 Named in tribute to Colleen Barrett, the company's former Executive Vice President. N714CB is painted in Southwest's original livery and N266WN wears a special decal in honor of Colleeen Barrett.[65] Colleen Barrett Classic (N714CB), Heroine of the Heart (N266WN)
Colorado One 2012 The flag of the state of Colorado is painted across the aircraft. This aircraft is also the 5,000th 737 produced; it has a placard stating that it is the 5,000th 737 on the upper part of the inside entry door frame.[66] N230WN
Florida One 2010 The flag of the state of Florida applied across the aircraft. N945WN
The Fred J. Jones 1984 In honor of Fred J. Jones, one of Southwest's original employees.[67] Signature on the nose. It later became Southwest's only 737–200 to be painted in the Canyon Blue livery when it was applied in 2001. The aircraft was retired in 2005 and replaced in the same year with a 737–700 with the same signature on the nose. N201LV
Green Plane 2009 Served as a test aircraft for new environmentally responsible materials and customer comfort products. When combined, the initiatives equated to weight savings of about five pounds per seat, saving fuel and reducing emissions, along with adding recyclable elements to the cabin interior and reducing waste. The aircraft also included a decal rendition of the Southwest corporate logo in green on the side of the fuselage.[65] N222WN
Heart One & Heart Two 2014 The first two aircraft painted in the new Southwest Heart livery. N8642E (One), N8645A (Two)
The Herbert D. Kelleher One 2008 Named in honor of Herbert D. Kelleher, the company's former CEO and Chairman and painted in Southwest's original livery.[68] N711HK
Illinois One 2008 The flag of the state of Illinois applied across the aircraft. In February 2015, the tail of the aircraft was repainted to the Heart livery tail, but the aircraft fuselage remained the same.[65] N918WN
Jack Vidal One 1995 First flew on February 27, 1995. It was delivered to Southwest on March 10, 1995.[65] N601WN
The June M. Morris 1994 In honor of June Morris (founder of Morris Air), Signature and Morris Air logo on the nose.[65][69] N607SW
Lone Star One 1990 The flag of the state of Texas applied across the aircraft. N352SW was retired on May 16, 2016. The livery was later applied to N931WN on a 737-700 on July 13, 2016 with the Heart tail.[70] N352SW (previous), N931WN (current)
Maryland One 2005 The flag of the state of Maryland applied across the aircraft. N214WN
Metallic Gold One 2007 The last aircraft delivered to Southwest in the original livery. N792SW
Missouri One 2015 The flag of the state of Missouri applied across the aircraft. The first special livery with the Heart tail (not counting Heart One and Heart Two). This aircraft was formerly painted in the Penguin One livery. N280WN
Nevada One 1999 The flag of the state of Nevada applied across the aircraft. N727SW
New Mexico One 2000 The flag of the state of New Mexico applied across the aircraft. N781WN
Nolan Ryan Express 1999 Commemorative sticker dedicated to famous Texas pitcher Nolan Ryan who is MLB's all-time strikeout leader with 5,714 strikeouts.[65] N742SW
Penguin One 2013 To commemorate the 25th year of Southwest Airlines' partnership with SeaWorld, an aircraft was painted with penguins and advertisements for SeaWorld. This aircraft was repainted into the Missouri One livery because Southwest's partnership with SeaWorld has come to an end.[71] N280WN
Shamu 1988 Five aircraft (a Boeing 737-300, two 737-500s, and later two 737-700s) were painted to look like an orca at various times, with advertisements for SeaWorld.1 The 737-300 was retired in 2012, and 737-700s were repainted to the standard Southwest livery following the end of Southwest's partnership with SeaWorld.[71] N334SW (One), N507SW/N713SW (Two), N501SW/N715SW (Three)
Silver One 1996 25th Anniversary aircraft. Originally polished bare metal, it was later painted silver for easier maintenance. It was then re-painted with a silver metallic paint. This aircraft also featured silver seats, which were replaced to conform with the rest of the fleet for simplicity. Silver One also featured silver heart shaped drink stirrers. Most recently Silver One was repainted in the fleet standard Canyon Blue theme due to the silver paint looking dingy and the company felt it did not fit the company's cheerful, bright personality. The Silver One nose logo remained but the interior was replaced with the fleet standard blue and tan.[72] N629SW (Original, Silver Paint, Canyon Blue)
Slam Dunk One 2005 Basketball superimposed on side of aircraft and a different NBA team logo on each overhead bin in the cabin, recognizing Southwest's partnership with the National Basketball Association. On October 11, 2010 Southwest Airlines and the National Basketball Association ended their partnership and the aircraft was repainted to standard canyon blue livery.[73] N224WN
The Spirit of Hope 2004 Dedicated to the Ronald McDonald House. Overhead bins are covered in artwork from kids at a Ronald McDonald House in Washington State.[65] N443WN
The Spirit of Kitty Hawk 1984 Livery and title introduced the first three Boeing 737–300 aircraft to the Southwest Airlines fleet. All three aircraft (N300SW, N301SW, N302SW) have been retired since. N448WN, a 737-700, was delivered on the 100th Anniversary of the Wright brothers' first flight.[74] N300SW, N301SW, N302SW, N448WN
Spirit One 2001 30th Anniversary aircraft, first aircraft in canyon blue paint scheme N793SA
S.I. One 2009 A large decal of Sports Illustrated Swimsuit Issue cover model Bar Refaeli adorned the fuselage of N922WN for the month of February 2009.[75] This aircraft was painted in the Tennessee One livery seven years later.[76] N922WN
Tennessee One 2016 The flag of the state of Tennessee applied across the aircraft. This aircraft honors the airline's 30-year presence in Nashville.[77] N922WN

Tinker Bell One 2008 Includes the logo of the Tinker Bell movie and a sticker featuring the phrase "Powered by Pixie Dust."[78] N912WN
Triple Crown One 1997 Livery dedicated to the employees of Southwest, in recognition of Southwest receiving five Triple Crown airline industry awards (best on-time record, best baggage handling, and fewest customer complaints). The overhead bins in Triple Crown One are inscribed with the names of all employees that worked for Southwest at the time, in honor of their part in winning the award. On May 22, 2015, Southwest announced on its blog that N409WN has been repainted in Triple Crown One livery with a special Heart livery tail.[79] N647SW (previous)

N409WN (current)
Warrior One 2012 Named in salute of the Southwest Employees' Warrior Spirit, and was the first Boeing 737–800 to enter Southwest service. It will keep the Southwest Spirit (Canyon Blue) livery.[80] N8301J
Notes

Southwest experience

Southwest operates using a unique boarding process
Southwest Airlines spirit interior introduced in 2001, succeeded by the evolve interior

Southwest offers free in-flight non-alcoholic beverages and offers alcoholic beverages for sale. Southwest has complimentary peanuts or pretzels on all flights, and most flights have free Nabisco snacks. Southwest is known for colorful boarding announcements and crews that burst out in song, which is quite popular among passengers.[81][82][83][84]

Southwest maintains excellent customer satisfaction ratings; according to the Department of Transportation (DOT) Southwest ranks number one (lowest number of complaints) of all U.S. airlines for customer complaints. Southwest Airlines has consistently received the fewest ratio of complaints per passengers boarded of all major U.S. carriers that have been reporting statistics to the DOT since 1987, which is when the DOT began tracking customer satisfaction statistics and publishing its Air Travel Consumer Report.

Prior to 2007, Southwest boarded passengers by grouping the passengers into three groups, labeled A, B and C. Passengers would line up at their specified letter and board.[85]

In 2007, Southwest modified their boarding procedure by introducing a number. Each passenger receives a letter (A, B or C) and a number 1 through 60. Passengers line up in numerical order within each letter group and choose any open seat on the aircraft as part of Southwest's open seating policy.[85]

In-flight entertainment

A Southwest 737-800 with the evolve interior, succeeded by the heart interior

All 737 Next Generation aircraft are equipped with Wi-Fi, free streaming live television, Beats audio, free eBooks and video on demand. After completing a testing phase that began in February 2009, Southwest announced on August 21, 2009 that it would begin rolling out in-flight wi-fi Internet connectivity via Row 44's satellite-broadband based product. Southwest began adding Wi-Fi to its aircraft in the first quarter of 2010. The airline began testing streaming live television in the summer of 2012 and video on demand in January 2013.[86][87]

Evolve interior

On January 17, 2012, Southwest introduced a plan to retrofit its fleet with a new interior. Improvements include a modern cabin design, lighter and more comfortable seats made of eco-friendly products, increased under-seat space, new netted seatback pockets to provide more knee room, a new fixed-wing headrest and improved ergonomics. All Boeing 737-700s, 115 -800s and 78 737-300s have the Evolve Interior.[88] Though not originally planned, because of space saved, Southwest was able to fit an extra row of seats on its planes. All Boeing 737-800s have the Boeing Sky Interior, which features sculpted sidewalls and redesigned window housings, along with increased headroom and LED mood lighting.

Heart interior

On April 15, 2015, Southwest introduced its newest interior, called the Heart Interior. It includes the widest seat to fit a Boeing 737 that provides additional space for passengers and also includes a new galley.[89] The seat is being delivered on all new 737-800s and will be on all 737 Max aircraft.[90] All current evolve equipped 737s will be retrofitted with new bulkheads and bold blue seat cushions to match the look of the heart interior.

Rapid Rewards

Southwest first began to offer a frequent-flyer program on June 20, 1987, calling it The Company Club. Unlike competitors' programs that were based on miles flown, The Company Club credited for trips flown regardless of distance.[91] Southwest Airlines renamed its frequent flyer program Rapid Rewards on April 25, 1996.[92]

The original Rapid Rewards program offered one credit per one-way flight from an origin to a destination including any stops or connections on Southwest Airlines. When 16 credits were accumulated in a 24-month period, Southwest awarded one free round-trip ticket that was valid for 12 months.[93]

On March 1, 2011, Rapid Rewards changed to a points system based on ticket cost. Members earn and redeem points based on a three-tier fare scale multiplier and the cost of the ticket. Changes also included no blackout dates, seat restrictions or expiring credits. It also adds more options to use points.[94][95][96]

Accidents and incidents

Southwest Airlines incidents include 2 deaths (1 non-passenger death on the ground, 1 accidental passenger death in the air) and 7 accidents (including 2 aircraft hull losses). The airline was considered among the 10 safest in the world in 2012.[97]

Southwest Airlines incidents and accidents
Flight Date Aircraft Location Description Injuries
1455 March 5, 2000 Boeing 737-300 Burbank, California The aircraft overran the runway upon landing at Burbank-Glendale-Pasadena Airport, now called Bob Hope Airport, Burbank, California, injuring 43.[98] The incident resulted in the dismissal of the Captain. The aircraft was damaged beyond repair. 43 injuries
1763 August 11, 2000 Boeing 737-700 In flight Passenger Jonathan Burton broke through the cockpit door aboard Southwest Airlines Flight 1763 while en route from Las Vegas to Salt Lake City. In their own defense, the other passengers restrained Burton, who later died of the resulting injuries.[99] 1 death
1248 December 8, 2005 Boeing 737-700 Chicago, Illinois The aircraft skidded off runway after landing at Chicago Midway International Airport in heavy snow conditions. A six-year-old boy died in a car struck by the plane after it skidded into a street. Passengers on board the aircraft and on the ground reported several minor injuries. The aircraft involved, N471WN, became N286WN after repairs. 1 death (on ground); Several injuries
2294 July 13, 2009 Boeing 737-300 Charleston, West Virginia The flight from Nashville International Airport to Baltimore-Washington International Airport was forced to divert to Yeager Airport in Charleston, West Virginia, after a hole formed on the top of the plane's fuselage near the tail, resulting in depressurization of the cabin and deployment of the oxygen masks. The aircraft landed safely.[100] None
812 April 1, 2011 Boeing 737-300 Yuma, Arizona The flight from Phoenix Sky Harbor Airport to Sacramento International Airport operated with a Boeing 737–300 aircraft registered N632SW, was forced to declare an emergency and divert to Yuma International Airport after a hole appeared in the top of the aircraft fuselage. The aircraft landed approximately 40 minutes after takeoff from Phoenix.[101] 2 minor injuries
345 July 22, 2013 Boeing 737-700 New York, New York The flight from Nashville International Airport crash landed at New York's LaGuardia Airport after touching down hard, nose-gear first. "[T]he nose gear gave away so violently that the jet's electronics bay was penetrated by the landing gear with only the right axle still attached."[102] The Boeing 737 traveled 633 metres (2,077 ft) down the runway with its nose scraping, generating a shower of sparks, coming to rest slightly off the runway. Of 150 people on board, 10 were treated for minor injuries at local hospitals.[103][104] Damage to the 13-year-old aircraft, registered N753SW, was substantial[105] and it was written off according to airfleets.net and Southwest Airlines 2013 Annual Report to Shareholders and the captain was fired.[106] 10 minor injuries
3472 August 27, 2016 Boeing 737-700 Pensacola, Florida The flight from Louis Armstrong New Orleans International Airport to Orlando International Airport suffered an uncontained engine failure while at cruising altitude. The engine cowling suffered major damage, with the inlet being completely torn off. Fragments from the explosion also caused a gash in the fuselage. The 16-year-old Boeing 737-700 diverted and landed without incident at Pensacola International Airport. Passengers say that they "heard a loud boom and smoke trailing from the left engine, and saw metal flapping after the smoke cleared."[107] The NTSB is currently investigating the incident as an "uncontained engine failure" event. None

Controversies

On June 22, 2011, a March 25 recording of an in-flight transmission of Southwest pilot Captain James Taylor apparently unintentionally broadcasting a conversation with his first officer was released to the press. The conversation was peppered with foul language directed at gay, overweight, and older flight attendants. According to Southwest, the pilot was reprimanded, temporarily suspended without pay and received diversity education before being reinstated. Captain Taylor also sent an e-mail apology to all of Southwest's employees, especially the crew members who were criticized.[108][109][110]

In fiction

The story of Southwest's legal fight was turned into a children's book, Gumwrappers and Goggles by Winifred Barnum in 1983. In the story, TJ Love, a small jet, is taken to court by two larger jets to keep him from their hangar and to stop him from flying. In court, TJ Love's right to fly is upheld after an impassioned plea from a character referred to as "The Lawyer." While no company names are mentioned in the book, TJ Love's colors were those of Southwest Airlines, and the two other jets are in Braniff and Continental colors. The Lawyer resembles Herb Kelleher. The book was adapted into a stage musical, Show Your Spirit, sponsored by Southwest Airlines and played only in cities served by the airline.[111]

See also

References

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  2. 1 2 3 4 "Southwest Airlines Reports Increase in Annual Profits; 40th Consecutive Year Of Profitability". Swamedia.com. Retrieved 2012-02-28.
  3. ↑ "Southwest Airlines – A Brief History". southwest.com. Southwest Airlines Co. 2009. Archived from the original on August 18, 2010. Retrieved January 6, 2011. More than 38 years ago, Rollin King and Herb Kelleher got together to start a different kind of airline.
  4. ↑ "1966 to 1971". swamedia.com. Southwest Airlines Co. 2011. Retrieved June 1, 2011. March 15, 1967 Air Southwest Co. is incorporated.
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