Company Overview and Financial Preparedness

Leading the U.S. airline industry in Customer Service In 2020... Southwest produced the best Customer Satisfaction ranking among Marketing Carriers Southwest produced its best annual ontime performance since 2003 Customer Satisfaction ranking among Marketing Carriers Southwest generated its best-ever annual baggage handling results Southwest 2018 #1 2019 2020 #1 #1 19 Alaska Airlines ADELTA UNITED American Airlines jetBlue allegiant spirit FRONTIER HAWAIIAN AIRLINES Southwest has set the bar high for customer satisfaction, earning the DOT's best ranking among Marketing Carriers for 27 of the past 30 years Source: Department of Transportation (DOT) Air Travel Consumer Report (ATCR). The DOT ranks all U.S. carriers based on the lowest ratio complaints per 100,000 passengers enplaned. Note: Southwest earned the best Customer Satisfaction ranking among U.S. Marketing Carriers with the lowest ratio of complaints to the DOT per 100,000 enplaned passengers for 2018, 2019, and 2020. A Marketing Carrier is an airline that advertises under a common brand name, sells reservations, manages frequent flyer programs, and is ultimately responsible for the airline's consumer policies. Operating Carriers only handle the flight operations, passenger check-in/boarding, and baggage handling for the respective Marketing Carriers they serve- Operating Carriers are not responsible for DOT complaints related to policies, procedures, and advertising associated with the Marketing Carrier's brand. Southwest

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