Southwest Airlines has been honored again for customer satisfaction among low-cost carriers, claiming the title for the second year in a row. The recognition comes from J.D. Power’s 2018 North America Airline Satisfaction Study, and Southwest plans to feature the award in a new advertising campaign targeting several key U.S. markets.
The campaign will roll out in cities including Oakland, Boston, Baltimore, Washington, D.C., Chicago, Fort Lauderdale and Miami, among others across the United States.
“We’ve hung our hat on customer satisfaction for 47 years, and we’re world famous for the hospitality we offer our customers every year,” said Gary Kelly, CEO of Southwest Airlines. He added that being identified as both low cost and high care by J.D. Power reinforces Southwest’s position relative to competitors.
Kelly thanked employees for their role in delivering consistent service: “Thank you to our employees who make Southwest a champion for our customers every day.”
In J.D. Power’s assessment, Southwest scored strongly across all seven measured categories. The airline performed particularly well in reservation, check-in, boarding and deplaning, baggage handling, flight crew interactions, and cost and fees. Company officials attribute these high marks in part to ongoing investments in the fleet, which have contributed to improved operations and customer experience.
By maintaining a focus on friendly service, operational reliability and transparent pricing, Southwest continues to emphasize the combination of value and care that has defined its brand. The airline’s renewed recognition in the J.D. Power study underscores that strategy and will be a central theme in its upcoming marketing efforts.