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Whether in the air or on the ground, our priority is keeping our customers and our people safe. And while safety is at the core of our business and the foundation of everything we do, we are equally committed to building a sustainable business and loyal relationships based on service and customer satisfaction. With our Focus on 5 business approach, we are working to attend to every customer touch point-from baggage handling to cabin cleanliness to on-time departures. And when weather conditions or other circumstances delay or cancel flights, we draw on our 12-Point Customer Commitment guidelines to accommodate passengers with the information and professional, attentive service they expect.
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Safety first
The safety of our employees and our customers is our No. 1 priority. Running a safe airline requires active commitment from each member of every employee team in the air and on the ground. We follow rigorous, standardized safety procedures and maintain a safety record that reflects a culture of responsibility and communication.
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Focus on 5
Focus on 5 is about running a good airline: one that is safe, clean and on-time. We are working to achieve industry-leading performance and reputation by focusing on: safety; DOT service basics; clean workable product; courteous, caring respectful service; industry-leading revenues; and competitive costs.
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Maintaining quality
Our teams of certified mainframe and power plant mechanics follow standard operating procedures to ensure that each aircraft is ready to fly. They coordinate with our ground employees and ramp service personnel, whose well-orchestrated actions help ensure safety at all times.
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Superior comfort and experience
We know that different travelers have different requirements, and were driving customer satisfaction and repeat business by giving individuals a comfortable travel experience with more choices and greater convenience. Extensive research and ongoing dialogue allows us to understand whats important and we have translated these insights into industry-leading products to meet the needs of our customers.
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Comittment to service
Safe, comfortable air transportation requires careful management of many details. With Focus on 5, weve established clear operating priorities tied to superior customer experience and cost control. Were determined to regain industry leadership in service and reliability by delivering courteous and responsive service at all times and flights that enable our customers to arrive at their destinations on time.
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Investing in our people
Our people are the heart of our company-and the key to our success. We take care of our customers every step of the way, from ticketing to baggage claim. We work to keep our planes operating safely and our customers comfortable. To ensure our mutual success, we provide the tools, skills and rewards that help us achieve our performance goals in a caring and courteous environment that fosters and promotes respect for one another and our customers.
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Metrics
Each day, we track our performance against safety, operational and corporate metrics, allowing us to understand how we are performing now, as well as the factors that will drive future performance.
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