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A "Day in the Life" of Reservations

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In this video we show you a "Day in the Life" of one of our Reservations Agents. If you are interested in a job at Southwest Airlines, this is a great place to kick off a career!
16 Comments
New Arrival
Great video! Good job Christi!! Bob
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Great Job Christi! I think you have found your calling 😉
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Thanks Dad : ) Maybe I need to shoot a Day in the Life of a MX Controller? Any excitement there?
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Christi, will you still speak to all of your Blog Team friends when you are hosting Entertainment Tonight or your own Discovery Channel series? Blog Boy
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Yes, yall will probably be my first guests when I am hosting with Ryan Seacrest! : )
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Wow, you seem to be such a natural at that! I love the thumbs up when you are listening to that lady's call. Like a pro. I think there may be a spot on The View soon...maybe they will see this and call you!
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Bob, did you produce this video? I love the opening sequence. I'd like to see a sequel to this video detailing the prank calls Reservations receives. I need new ideas. 😉 😄
New Arrival
No, Drew, I didn't do this video. I am not sure who did this one, but you are right ... they did a great job! I am sure there will be many videos featuring different Southwest Departments and events, but I don't know about "prank calls." You probably have too many ideas already. Hope all is well with you and your family. Bob
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I love that you are doing this. It strengthens your brand. It adds even more authenticity to the Southwest story. Well done!
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Hi Christi, After checking out your video on a day in the life of a Southwest Airlines reservation sales agent I just had to post a few comments. First and foremost I agree with your father Steve and Brian Lusk, I think you've found your true calling. Entertainment Tonight needs a fresh face like you and that's a fact! Allow me to introduce myself, my name is Lori Piper and I've lived a day in the life of a Southwest Airlines reservation sales agent for close to twenty years. I'm proud to say I've willingly answered calls from our valued customers, either day or night, for half of my life here on planet earth! While times, policies, and procedures have certainly changed in our department over the last twenty years there is one thing that remains consistent and I believe you captured that in your video. The single most important quality a reservation agent must possess is a compassionate servants heart. All the agents that were highlighted in your video exemplified that to the utmost. No matter what the inquiry, problem, question, or concern our job as a reservation sales agent is quite simple: to help our passengers with all aspects of their travel plans. I've provided that type of friendly service since I started with our awesome company way back in the day in 1989 and will continue to do so until I end my run at Southwest Airlines. God willing, hopefully that will not be anytime soon! Keep up the good work Christi and I look forward to more of your "Day in the Life" videos. Lori Piper Rsa/Prc
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I once heard that the Phoenix Reservations call center had child care onsite. Is this true?
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I'm not sure about the child care at our Phoenix Reservations Center, but I will look into it and let you know. Paula Berg Southwest Airlines
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Anonymous – I contacted our Phoenix Reservations Center and was able to find out that they never actually had child care physically on sight. Several years ago, however, they did have a committee of Reservations Agents and Staff that worked together to gather information about locations, hours of operation, and cost associated with child care in their area. They were able to negotiate discounted rates for our Employee at some of the operations. But, over the years, the program’s popularity shrank, and they ceased negotiating for the discounts. Of course, if the interest became popular again, they would be happy to work with our People in establishing some type of network again. Paula Berg Southwest Airlines
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Thanks for the info! I am going to be interviewing for Res agent in PHX soon, crossing my fingers! Hopefully child care discounts can be worked out again. 🙂
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I work on our Help Desk in the Reservations Department, so I get to sample just about everything our group does. When I check into the office in the morning there's no telling what's in store. We may have weather issues in Chicago and need to help people get to where they're going. Someone might call to find out if their 14-year-old can fly on his or her own. Or we may have a simple call from someone looking to check fares to Orlando. No matter what, with every call I try see the situation from the customer's point of view. I've found that if I can be a good listener and put myself in the customer's shoes this earns their respect. In the end we reach a solution and they are left feeling that they received great customer service. I witnessed a great example of this at the Oklahoma City airport. I was standing in line and the passengers in front of me were talking about Frontier. The woman was saying that she was dealing with a family tragedy and was "bawling her eyes out" while on the phone with one of our agents. By the end of the call she was struck by how kind and accommodating the agent was and said she's been loyal to Frontier ever since. I remember thinking how cool it is that my department can have that kind of effect on people. At the end of the day, the best part about my job is the people I work with. When I've had a tough day or have had deal with a few really difficult calls, someone's always there to talk to and to share stories with. That's when I know that we're all in this together. ________________________ Submited by : Descargar Libros
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As a reservations agent at AirTran I can definitely attest to this. I am sure there are some elements that are different (we use SkySpeed, etc.). I think its great that we are the first contact that people have with the company and we are able to give them a good impression. I especially feel that I've done a job well done they tell me how kind I was or how everyone has been so courteous along the way. I've worked in different departments in reservations (A+ Rewards, Corporate, Government, Groups & Events, General Reservations, Cancelled Flights, etc.). Although the customers' needs from different departments differ, the quality of customer service that is delivered should always be the consistent. I know that Southwest is very customer driven as well and I only hope that I can continue to give wonderful customer service under the Southwest name after the aquisition. I would really be honored.