They are known for their exceptional customer service, as stated in their mission statement, but in 2014, a headline read: "After Decades of Rapid Departures and Arrivals , its on-time performance has been terrible since August” (Southwest Airlines). This unpleasant and unexpected turn occurred when Southwest attempted to change the time allocated for airport turnarounds. Maybe they became a little too greedy for everything that suited them. Their plan was to save time and money by organizing more flights in less time. Unfortunately, their plan didn't work out exactly as they hoped; one delay caused a domino effect and less than 60 percent of their flights arrived or departed on time (Southwest Airlines). It is a challenge that the South-West must still meet today. They are allowing more time for turnaround times, but in the meantime they will lose money. It’s a sacrifice they must make to regain customer satisfaction. A reporter noted: "The poor operational performance is a shocking turnaround for the Dallas-based airline, which typically ranks high in customer satisfaction ratings with consumer-friendly policies such as free checked bags and 'no fee to change a flight' (Southwest Airlines). Southwest Airlines' reputation for fantastic customer service has been around for decades. This error in a