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Legendary Service with a Smile

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Whether it’s with her smile or sense of humor, Akron-Canton (CAK) Operations Agent Vicky Horne ensures that Customers boarding her flights are always in a cheerful mood. With a restaurant background, providing great Customer Service—both Internally and Externally—comes naturally to Vicky.

“I LUV how everyone in the Company has the same desire for a great and FUN work environment,” Vicky said. “We are all different and come from different backgrounds, but regardless, we all make the most of work and help each other when times are tough, even if it’s with just a laugh.”

If Herb Kelleher is ever on one of her flights, Vicky is prepared to get a few chuckles from SWA’s legendary funnyman, too.

“If I ever met Herb, I would ask him a couple of things,” Vicky said. “Why is Wild Turkey your favorite bourbon? Would you like to arm wrestle me for a bottle? And when can you come drink it with us here at CAK?’”

Vicky first brought her kindhearted SPIRIT to the AirTran Family in December 2011. When Southwest began service at CAK, she applied for a SWA Operations Agent position and officially transferred in September 2012. Although still relatively new to the airline industry, Vicky’s AirTran experience made her an instrumental resource for her Fellow Operations Employees.

“Vicky has fantastic enthusiasm, knowledge, and a can-do attitude,” said CAK Operations Supervisor Brian Kelly. “She is a pleasure to work with.”

Building meaningful relationships with people is certainly a passion for Vicky, as is displaying her dedication to excellence.

“I take a lot of pride in my work: in getting flights out ontime and in making as many people as I can step onto a plane smiling,” Vicky said. “It’s nice to work for a Company that appreciates and reciprocates that same sense of pride and appreciation in their Employees.”

We’re glad you’re a Member of our Southwest Family, Vicky! Learn even more about our Fun-LUVing CoHeart in the Q&A below!

 1.     Tell us about your family.

I have a beautiful little girl, Zoey, whose attitude definitely mirrors mine!

 2.     Share an interesting story about yourself.

I am a huge Cleveland Browns Fan (regardless of their performance). Being a die-hard fan, on December 10, 2009, I tailgated all day and went to the stadium in the minus-14-degree wind chill to see the Browns beat the Steelers. Honestly, that doesn’t happen often, and even though I couldn’t feel my arms or legs, it was worth it! Needless to say, on Sundays I always tell Pittsburg Steelers fans that they board last (Don’t worry, I always follow that with a “just kidding!”)!

 3.     What do you like to do when you’re not at work?

I like to cook and bake, as well as spend time with family and friends. I LUV to make people feel special and laugh, which means I’m usually getting in some sort of trouble. All in good FUN though!