NPS Intelligence (beta)

Southwest's trip net promoter score improved throughout the quarter, with the airline recording lowest customer complaint rate among major U.S. carriers.

Trip Net Promoter Score also improved throughout the quarter reinforcing that our operational execution and enhanced product offering are resonating with customers.

Southwest Airlines' net promoter score expanded market presence with new routes and partnerships.

Our brand -- our Net Promoter Scores from our customers did dip post your conference and kind of went to the bottom in June and now have returned to where they were pre year conferences.

Southwest Airlines reports notable increase in net promoter scores from customer feedback on extra legroom seats.

Nobody has higher NPS scores. So however you define brand loyal customers, Southwest Airlines is the winner.

We ended 2024 with a near record high Customer Net Promoter Score—a key indicator of Customer satisfaction. We also made notable strides in our ongoing Customer Experience enhancements and service modernization—deliberate actions focused on making our…

…63.9 Trip Net Promoter Score, our best performance since 2020 Maximizing Shareholder value and capital flexibility • Retired $1.3B in debt and finance lease obligations in 2024 •

…aircraft 80 Capping off a purposeful plan to modernize the cabin Translating Customer value into Shareholder value Aircraft already equipped with larger bins, in-seat power, and improved WiFi have seen higher NPS scores when these features come…

We have some of our highest NPS scores ever, on and on and on. So the company has a pile of just absolute attributes that our customers love.

…excellence Completion Factor (3) 5.0 % 96.7% 97.3% 97.9% 98.5% 99.3% 99.0% 131.5 % Customer satisfaction Ontime Net Promoter Score (4) 15.0 % 58.5% 63.8% 66.5% 69.2% 76.8% 67.1% 80.9 % Southwest Airlines Short-Term Enterprise (8) Performance…

And our NPS scores, our customer satisfaction have recently have been records and certainly back to pre-pandemic levels.

All of this resulted in a trip Net Promoter Score that is nearly 4 points higher than last year. That is certainly driven by our proven reliability, but also our customer experience initiatives including our improved Wi-Fi.

Underneath that headline, we saw broad-based improvements in our operating metrics as on-time performance, long delays, early morning originators, turn compliance, flown as booked and trip Net Promoter Score, all showed solid year-over-year improvements.

We measure Net Promoter Score and focus on it on a weekly basis, if not on a daily basis. And there’s really -- we track actually two types of Net Promoter Scores.

…45.0% $1.5B $2.0B $2.3B $2.5B $3.0B $2.4B 86.8% Ontime Performance(2) 20.0% 75.0% 77.5% 78.8% 80.0% 83.0% 73.2% 0.0% NetPromoter Score(3) 15.0% 38.0% 45.3% 49.0% 52.7% 60.5% 51.9% 94.6% Southwest Airlines Short-Term Enterprise Performance (Percent of…

…$M/day)(1) 30.0% $— $2 $3 $8 $10 $14 150.0% Ontime Performance(2) 15.0% 76.4% 78.7% 80.1% 81.0% 83.0% 75.8% 0.0% Net Promoter Score(3) 15.0% 35.3% 39.4% 43.5% 56.7% 63.0% 49.5% 86.4% Southwest Airlines Short-Term Enterprise Performance (Percent of…

Our brand NPS scores continue to rank at the very top of the industry, which is something that we focus on and watch a lot, we watch very closely.

• The Company finished 2020 with the best Net Promoter Score since the Company began tracking the metric in 2012; • The Company avoided furloughs and involuntary pay cuts during 2020, unlike many major airlines;

So to close out Q4, I just -- I do want to hit a few things that Gary and Mike referenced and that's our brand NPS score as well as our DOT customer sat rankings.

I am grateful to our People for maintaining a safe and reliable operation with industry-leading Customer Service 2 , which generated the best Net Promoter Score in our history 3 in third quarter.

Southwest Airlines CEO reports Net Promoter Scores routinely at record levels in the high 70s, among industry leaders.

Southwest Airlines achieved a record-high net promoter score during the pandemic.

And you can see in our data travel customer and Net Promoter Scores which is, as Gary alluded to, it's a -- it's an all-time quarterly record of 79 which is pretty darn amazing, given the environment that we're in.

…strong operational results for 2019 despite its challenges, including the Company’s year-over-year improvements in Net Promoter Score, on-time performance, and baggage handling, as well as the reduction in Department of Transportation (“DOT”)…

Our brand and customer experience scores continue to perform above our total system Net Promoter Score. And that's true for both our long-haul flights to and from Hawaii as well as for our inter-island flights.

Our Net Promoter Scores are tremendous, and we remain at the very top of the industry in spite of our challenges. And we expect to continue to grow revenues, despite declining year-over-year capacity here in the near-term.

Southwest Airlines CEO affirmed the carrier's NPS continues to be industry-leading, measuring customer loyalty.

And we're very attentive to what is the customer's perception of the brand through our trip Net Promoter Score as well as our brand Net Promoter Score as well as what we're hearing and seeing on social media.

Southwest found that its net promoter score is directly tied to on-time departures.

Southwest Airlines maintains Net Promoter Score of 62, a standout in the airline industry.

…of the Company’s construction and Employee experience initiatives, and his continued contributions with respect to the Commercial Team’s Reliability and Hospitality initiatives, in particular the Company’s resulting outstanding Net Promoter Score.

No doubt, their legendary Southwest Hospitality contributed to our strong first quarter net promoter score of 71.4 percent. Our Employees are the best in the industry, and their commitment to achieve our Vision to be the world’s most loved, most flown,…

…Target Range Result Component Payout Percentage Metric Weight 0% Threshold 50% Award 75% Award 100% Target 150% Max Net Promoter Score(1) 8.33% 62.0% 64.0% 64.5% 65.0% 68.0% 69.3% 150.0% Voluntary Turnover(2) 8.33% 3.05% 2.95% 2.85% 2.80% 2.60% 2.44%…

…Achieved an exceptional net promoter score of 69.1 percent • Launched daily service from Long Beach Airport (LGB), making LGB our tenth airport within California •

…Metric Weight Target Range Result Component Payout Percentage 0% Threshold 50% Award 75% Award 100% Target 150% Max Net Promoter Score(1) 8.33% 58.1% 60.0% 61.5% 63.0% 65.0% 64.6% 138.9% Voluntary Turnover(2) 8.33% 2.47% 2.37% 2.27% 2.17% 1.87% 2.62%…

…Metric Weight Target Range Result Component Payout Percentage 0% Threshold 50% Award 75% Award 100% Target 150% Max Net Promoter Score (1) 8.33% 57.0% 62.0% 63.5% 65.0% 67.0% 58.1% 11.1% Surveyed Employees Satisfied with Job (2) 8.33% 77.0% 80.0%…

…(1) 2.0% 1.8% 1.6% 1.3% 1.95% 60.9% Every Flight Matters Ontime Performance (2) 76.0% 78.0% 80.0% 83.0% 76.7% 59.0% Every Customer Matters Net Promoter Score (3) 64.0% 65.0% 66.0% 68.0% 62.3% 0% Every Shareholder Matters Operating Revenue (50%) ($…

Southwest Airlines leverages data-rich marketing and flexible loyalty programs to maintain customer retention and loyalty.