You [the employees] are involved in a crusade.
The people of Southwest have always been my pride, my joy and my love. Their indomitable dedication and esprit de corps have taken Southwest from a three-airplane dream to a 500-airplane reality.
We have a strategic plan. It's called 'doing things'.
If employees aren't satisfied, they won't promote the product we need.
If you don't treat your own people well, they won't treat other people well.
We have the best customer satisfaction record, based on Transportation Dept. statistics, of any airline in America, the fewest complaints filed per 100,000 passengers carried. So you're not just getting low fares, you're also getting wonderful customer service.