They understand that to do this they need to have a product they are proud of and employees who like coming to work everyday.
Objective evidence shows that they are leading the industry in customer service.
Their on-time arrival, baggage delivery, and denied boarding performance has historically been among the best of the major US airlines as measured by the US Department of Transportation. Most importantly, they were named one of the 100 best places to work by Fortune Magazine and their employees. The following plan, Customer First, contains specific, voluntary service commitments to continue this high level of performance and to improve wherever possible. While the plan does not intend to amend or replace the Contract of Carriage that defines their terms and conditions of carriage, the plan attempts to explain the applicable policies in a clear, consistent, and understandable fashion. This plan will be fully effective and fully implemented by December 15, 1999.