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And you know what? They were right.
There Mission Statement reads as follows: “The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit”. Kelleher has taken this concept to his company, management team and employees. In May 1988, they were the first airline to win the coveted Triple Crown for a month - Best On-time Record, Best Baggage Handling, and Fewest Customer Complaints.
Since then they've won it more than thirty times, as well as five annual Triple Crowns for 1992, 1993, 1994, 1995, and 1996, and no other airline has contributed more to the advancement of the commercial airline industry than Southwest Airlines...
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