Southwest Airlines records 'highest' NPS in 2Q2020: COO

Southwest Airlines COO Mike Van de Ven stated the carrier managed to achieve "arguably the best overall performance in Southwest history" during 2Q2020, as it marked a Net Promoter Score (NPS) of 80.7%, which was the "highest in our history" (Seeking Alpha, 22-Oct-2020). The carrier's aim during 2Q2020 was to "operate all the flights as scheduled", and Southwest was able to "get out in front of the schedule changes that we made during the quarter, and we got our crew schedules and airport staffing adjusted", as well as re-accommodated passengers "well in advance of that actual operation". On time performance was recorded at 94.4%, more than 19,000 additional flight sections were published and of the 12.4 million bags handled, "about 0.02%" incurred a bag claim for loss or damage.