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 voluntary 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

(Please download attached pdf to read the document in full)