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State of the Company...

jmalone
Adventurer A
Every year our Leaders, Gary Kelly and Colleen Barrett, travel around our system (typically to six different cities) to deliver our State of the Company address.  Recently, they stopped over with us here in Chicago. The Message to the Field (MTTF) events are typically held near the airport that we fly into and Chicago was no exception.  Fly into Chicago-Midway and one El-stop later, you are on Puliaski Blvd. and right across the street is the venue. I'm not very good at estimating crowd sizes, but I would guess there were approximately 1,500+ people there. Not to worry, I can definitely count to 137 to give the number to our Ops Agents and the Pilots.  😉    There were folks from Indianapolis (Go Bears!), Tennessee, Las Vegas, Oklahoma City, Sacramento, and quite a few more that I can't seem to remember. The MTTF starts our with our President, Colleen, giving us some ground rules -- like NOT asking if Colorado Springs is going to be the next city we serve and advising Employees to go to the  microphone during the Q & A to ask a question -- before beginning the event with her comments.  I was really excited this year about what she had to say.  I don't have the statistics that she shared, but last year at the MTTF, she gave us a challenge.  It was to regain our status as #1 in Customer Service.  I LOVE Colleen!  Her challenge to us last year was to raise our Customer Service Commendations to a ration of 4:1.  That means four "Good Letters" for every one "Bad Letter" that we receive and we achieved this goal with a ratio of 4.69:1.  YIPPEE!!  For those of you that have trudged through my blogs, you'll remember that I'm on our Corporate Culture Committee.  One of her goals to us, was to increase our Internal Customer commendations which, in turn, would help us to increase our External commendations, and I'm glad to report that our Internal Customer commendations increasted as well.  We then saw a GREAT video reporting on our last years achievements produced by our AWESOME Corporate Communications Department, led by Ginger Hardage. It was then time for the Main Event if you will.  Colleen introduced THE MAN...THE CEO, Gary Kelly.  I must say that I am VERY impressed with Gary.  He has got to be one of the smartest men that I know.  He is knowledgeable in EVERY aspect of our business.  Gary shared with us the vision and goals for the upcoming year ,and I must say that I am VERY excited with what he has and his Leadership Team have planned for us over the next several years.  Our revenue goals are aggressive and our cost pressures are still there as well, but we are well positioned to take advantage of opportunities that may come our way in this turbulent industry!  In 2007, we will take delivery of 37 new Boeing 737-700 aircraft, and, if more become available, I'd like to think that we would get some more.    During the Q & A section of the program, anyone who has a question has access to the Leaders that have flown in from our Dallas Headquarters.  We had people ask questions about technology-related issues, about Customer Service issues and Gary (or one of the Leaders) was more than willing to share what they knew about the topic or said they would research the issue and let us know the results. I think that Southwest Airlines does a great job with our internal communications.  Each week Gary delivers an Employee News Line address, we get a Today at SWA e-mail daily, our own VPs also deliver a weekly News Line Update, and the communication just seems to be nonstop.  Being at Southwest Airlines 11 years in April, I think SWA is a Company that I can truly make a difference in someone's life each and every day and for that opportunity, I am truly grateful. On a personal note, I will be taking two months off to deal with some personal issues, so I won't be blogging for a couple of months, but don't fear, I'll be back sometime in April!  (No, Kim, you can't get rid of me that easily!) I hope you all have a GREAT Day! P.S. If you have a moment take the time to check out this website.  This "movement" has taken off and I would challenge you all to be a part!
13 Comments
Duffer
Explorer C
Can we see the video?
blusk
Aviator C
Hi Duffer, The Message videos are always great, but they are produced for internal audiences. Although there is nothing "secret" in them, we can't release them for general or commercial use. Hope you understand. Brian
Scott5
Adventurer A
I pray that you find peace while resolving the issues. Wow, did they fill you in on SFO at your MTTF? Or was only OAK the lucky group.
jmalone
Adventurer A
Scott - Thanks! I was at the MDW (Chicago) Message and we weren't given any heads up about SFO. I can't wait to get back to SFO as it is a GREAT overnight! James MDW FA
Micah1
Explorer A
"There were folks from Indianapolis, Tennessee (Go Vols!), Las Vegas, Oklahoma City, Sacramento, and quite a few more that I canÃ
Madeline_From_O
Explorer C
I love Southwest's bag handling! Coming back to Oakland from Christmas this year (family in Denver) I had a duffel and a big box that contained a down comforter. They didn't make it through Las Vegas. Which was awesome, because I had to take public transit back and then hike 10 blocks, and it was so very sweet to be able to swing by the next day with my car and get $100 for the convenience. Seriously, other airlines lose my bags all the time, but only Southwest lets me help them get the bags back and offers me something for the trouble. Southwest Roxxors. So, I found this blog in hope that it would be a good place to say: Please, please don't change the open seating policy. I love that about Southwest more than any other aspect, even price. I would pay $40 more for a flight if it was Southwest, because they've got good people who are allowed to make jokes, and I can pick my seat! Other airlines, when I buy at the last minute, I get stuck between a crazy guy who wants to be in my personal space and a lady listening to loud music. Southwest, if by some chance I barely make it onto the plane, I can choose to sit between two people reading books with their elbows tucked in. Loading is enormously faster and less stressful, since you know exactly where you are in the lines. If it ain't broke, don't fix it... Please, I love the open seating. I hope so much that it stays.
Francisco_Delga1
Adventurer A
I saw the video from last year, thank to a friend that works at Southwest. Brian i think that you should give your favorite blogger the video.... Now as far as SFO, wow!!! No one expected that one.. please do not forget about ABQ in your growth plans... we need more service....................... i should run for mayor.. well i am out to sea right now thinking about going home in March.... take care. Francisco
Matt
Explorer A
I just have to say that hugs video is one of the...coolest....things....EVER! I wonder if I did that to my passengers would I get in trouble? LOL
FriendofBlogBoy
Frequent Flyer B
Duffer, I have heard from anonymous sources that the REAL reason they are unable to release that MTTF video is that it contains "material unsuitable for general audiences." No, it isn't sexually suggestive, nor does it contain offensive language or gratuitous violence. Apparently, it contains footage of Brian and his candy corn and...well, suffice it to say that it ain't a pretty sight. However, I have it on good authority that there may just be some tail kickin' this year, so stay tuned and watch for great things from a great organization! Kim 🙂
glenda_pruitt
Explorer C
my husband and i were passengers on flight 777 from las vegas to orlando feb. 13 2007...the crew (john, clayton and rochelle) made our flight so much fun. we enjoyed their relaxed and joking manner. when a passenger across from us had a siezure we found out just how professional our crew really are. they took control and called for a dr. and made her confortable. we really appreciate a fun time but when the chips are down they really came through. thank you all. glenda st. cloud , fl
M_Wise
Explorer C
Sad to say, but I think that SWA's formula of great service, low fares and generous frequent flyer program is tightening up too much. Recently couldn't use RR tickets for the first time (seats rationed), found lower fares on legacy carriers to FL and UT. Companion pass is now out of reach due to less generous segment credit. The value proposition has just changed. Still LUV you but now have to shop, when in the past it was a done deal. It's 'cause I like your company so much I took the time to send this cautionary note.
jmalone
Adventurer A
Matt - I wish SWA would make us some Free Hugs buttons that we could wear on our service aprons. Not a mandatory type thing, but a volunteer thing. I love the idea of offering free hugs, not only does it make the person getting the hug feel better, I feel better as well. Regards, James Malone MDW FA
Alicia_Good
Explorer C
Just wanted to know when/if you are ever going to start service to Charleston, SC. It is very costly to fly to the city, and to my knowledge SWA doesn't fly to South Carolina AT ALL? What's the deal?? Thank you! Alicia