Southwest Airlines CEO Sends a Clear Message to Customers

The past several weeks were quite challenging for the airline industry as it dealt with the strain of the longest government shutdown in history. Staffing shortages amongst TSA agents and air traffic controllers led to delays, cancellations, and eventually mandatory flight cuts.

Now, on the other side of the government shutdown, Southwest Airlines CEO Bob Jordan has sent a message to customers where he made it clear that he wants them to be able to trust the airline to meet their needs even in unprecedented times.

Bob Jordan Sends a Message

In a letter emailed to Southwest Airlines customers on Tuesday, Southwest CEO Bob Jordan addressed the challenges that Southwest was forced to overcome as a result of the government shutdown, thanking customers for their patience.

"We know you count on us to connect you to what's important in your life. Thank you for your patience and trust as we worked through the challenges our industry faced during the recent U.S. government shutdown," Jordan wrote in the email.

Jordan said that even while other airlines in the industry struggled amid the government shutdown, Southwest was able to "minimize disruptions."

"Thanks to significant investments we've made in our operation and technology, Southwest was able to minimize disruptions—even in a challenging and constantly evolving environment, and even as others in the industry struggled," Jordan wrote.

"Through it all, our People stayed focused on what matters most: you. They shared updates, offered flexibility, and went above and beyond to make travel easier," he added. "That same dedication—every day, not just during challenging times—helped Southwest have the lowest cancellation rate in the industry since 2023 and earned us the recognition as the #1 airline in Economy Class Customer Satisfaction by J.D. Power for the fourth consecutive year."

Now, with the government reopening ahead of the holiday travel season, Jordan made it clear that he hopes the airline will continue to serve its customers.

"With air travel back to normal, our People are eager to welcome you onboard with the service, Hospitality, and reliability that define Southwest Airlines," Jordan wrote. Whether you're traveling for business, reconnecting with loved ones, or heading out for the holidays, we're here to make your journey smooth, safe, and enjoyable."

Southwest Makes Changes

This letter from Jordan comes as Southwest Airlines makes several changes ahead of the holiday travel season.

In anticipation of a busy travel schedule, Southwest has updated its Thanksgiving schedule to better match flight capacity. It has also expanded TSA PreCheck Touchless ID to five more airports for faster, touchless security checks. It is also bringing back its digital bag check, allowing pre-airport baggage check and payment through multiple methods.

Needless to say, Southwest Airlines seems ready for the holiday season.