Southwest Named The Leader In Economy Class Customer Satisfaction By J.D. Power For Third Year In A Row

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.