Southwest Airlines Mission Statement

At Southwest Airlines, our Mission Statement has always governed the way we

conduct our business. It highlights our desire to serve our Customers and gives us

direction when we have to make service-related decisions. It is another way of saying,

“we always try to do the right thing!” Our Mission Statement has also led the way to the

airline industry’s best cumulative consumer satisfaction record, according to statistics

accumulated and published by the U.S. Department of Transportation. That is why we

are sharing it with you.

In keeping with the spirit and intent of our Mission Statement, and as evidence of

our wish to continually meet the expectations of our valued Customers, Southwest wants

you to have a basic understanding of how we operate. We want you to have confidence

in our airline and Employees, and we want you to be aware that there are, or may be,

circumstances that can have an impact on your travel plans, purchase decisions, or your

overall expectations.

Foremost, we want you to know that it is never our wish to inconvenience our

valued Customers. We tell our Employees we are in the Customer Service business—

we just happen to provide airline transportation. It is a privilege to serve your air travel

needs.

The Employees of Southwest Airlines understand our Mission and we are happy to

share it, and the following information, with you, our valued Customer. Our Customer

Service Commitment was designed and written in such a way as to clarify many of the

most commonly questioned terms and conditions of our Contract of Carriage and

provide you with insight into some of our policies and procedures. For that reason, it

only made sense to make it a part of our Contract of Carriage. And, Southwest is proud

to incorporate its Customer Service Commitment in its official Contract of Carriage

reinforcing our pledge to provide safe, affordable, reliable, timely, courteous, and

efficient air transportation and baggage handling service on every flight we operate, as

well as produce a fair return on our Shareholders’ investments. We offer you this

information in recognition of the great importance that we place on your business and

your confidence. For a complete copy of our Contract of Carriage and our Customer

Service Commitment, please write to:

Vice President

Customer Relations and Rapid Rewards

P.O. Box 36647

Dallas, Texas 75235-1647

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