herb kelleher

“ If the Wright brother were alive today, Wilbur would have to fire Orville to reduce costs. ”

“ There was no indication that the runway was wet, and they have no indications of any problems at all with the plane. ”

“ What's important is that a customer should get off the airplane feeling, 'I didn't just get from A to B. I had one of the most pleasant experiences I ever had, and I'll be back for that reason.' ”

“ You can't have a mid-life crisis in the airline industry because every day is a crisis. ”

“ Just because you don't announce your plan doesn't mean you don't have one. ”

“ When someone comes to me with a cost-saving idea, I don't immediately jump up and say yes. I ask: what's the effect on the customer? ”

“ The spirit of Southwest Airlines is exuberant; it's caring, it's dedicated, it's diligent, it's fun, it's rewarding, it's a joy. ”

“ Keep costs low and spirits high, and the people of Southwest Airlines will keep LUV in the air. ”

“ Nothing kills your company's culture like layoffs. ”

“ I think my greatest moment in business was when the first Southwest airplane arrived after four years of litigation, and I walked up to it, and I kissed that baby on the lips, and I cried. ”