Southwest Airlines Community

At Southwest, we have a passion for people- a passion that comes from the heart and motivates us to not only make a positive difference, but change lives. Each year at our annual Volunteers of LUV event, we celebrate Employee volunteers who embody the Southwest Airlines Servant’s Heart. Southwest is committed to being a good neighbor in the cities we serve, but we couldn’t do it without the help of our Employees. In 2014, Southwest and AirTran Employees volunteered nearly 145,000 hours which is equivalent to $3.3 million in time to nonprofit organizations! This year, we honored 22 Employees as Volunteers of LUV for going above and beyond in giving back to their communities. Congratulations to our 2015 Volunteers of LUV winners, and thank you to all our Employees who share their Servant’s Heart with our Communities every day! The 2015 Volunteers of LUV: Tricia Angelo, from the Finance Department, was able to get almost all 80 individuals from her Department to volunteer at Vogel Alcove, an organization that assists homeless and poverty-stricken children. Julie Baughman, an Oakland-based Pilot, has recorded more than 500 volunteer hours with the Lindsay Wildlife Museum providing foster care for animals, rehabilitating injured and orphaned animals, and educating others about nature. Geoff Berry, a Las Vegas-based Pilot, volunteers with The Village Foundation in conjunction with the Clark County School District, focusing on increasing the achievement of academically and financially challenged students. Brent Brown, from Denver Ground Ops, has been a staple at a number of volunteer events including those with Volunteers of America, Ronald McDonald House of Aurora, and Thanksgiving Share Basket Project, consistently showing up to help out with a kind and caring attitude. Joel Davis, from Pittsburgh Ground Ops, has logged more than 300 hours volunteering with Horses with Hope, an organization that gives children with special needs a safe place to interact with and ride horses. Dennis DeFrank, from Denver Ground Ops, volunteers with Honor Flight Columbus, an organization that provides free trips to Washington, D.C. enabling WWII and senior veterans to visit the memorials dedicated to their services and sacrifices. Gina Duvall, a Las Vegas-based Flight Attendant, was nominated for her investments at Bandelier and Osuna Elementary Schools in Albuquerque where she collaborates with teachers to implement exciting learning curriculum for young students by utilizing Southwest Airlines principles such as “Start Strong” and “Early Bird.” Berni Elder, a Dallas-based Flight Attendant, was nominated by LifeGift Organ Donation, where she helps with everything in its Donor Family Service from counseling donor families to completing administrative and media-related tasks for the organization. Mindy Goetz, from Pittsburgh Ground Ops, led her Team of Pittsburgh volunteers in assisting with the development of the Millvale Community Library for the Companywide Volunteer Project last fall, providing a catalytic boost to complete the project. Katie Golden, from San Francisco Ground Ops, has led with her Servant's Heart volunteering with multiple organizations including the Navy SEAL Foundation, Wounded Warrior Project, and Ronald McDonald House Charities, in addition to serving lunch to the homeless at St. Vincent de Paul in Oakland each week. James Goodman, from SWA University, has volunteered his time with various organizations including the Ronald McDonald House Charities, Make-A-Wish, and the Special Olympics, helping organize monthly dinners for his Team, shopping for toy drives and even recruiting the Easter Bunny and Santa for seasonal visits! Rodney Gore, from Midway Ground Ops, was nominated by the Kappa Leadership Institute of Chicago where he works tirelessly to build a superior college-readiness program that focuses on minority male high school students with promising academic potential. Evelyn Gravett, from Los Angeles Ground Ops, was nominated by the Los Angeles Ronald McDonald House where she has volunteered for more than 16 years, preparing and serving meals to the families, and helping organize fundraisers for the House. Karla Haibel, with Flint Ground Ops, played an instrumental part in organizing a team of Southwest volunteers to assist in the grand opening of Oak Street Senior Apartments with Communities First, Inc. for the Companywide Volunteer Project this past fall, benefitting more than 300 local community members. Danielle Karstens, from Communications & Outreach, inspires her fellow co-workers by volunteering her time weekly with Maple Lawn Elementary School through the Communities in Schools Program where she tutors students in reading and writing. Byron Marroquin, from Phoenix Groups Ops, travels from Phoenix to the Houston Ronald McDonald House where he helps prepare meals, participates in arts and crafts activities, and serves families with a warm smile. Tom McClain, from Phoenix Tech Ops, volunteers countless hours at the Gethsemane Lutheran Church, including recently replacing the gym floor and doing many other necessary maintenance projects around the campus. Leanne Mieszala, a Flight Attendant from Las Vegas, was nominated by the Trauma Intervention Program of Southern Nevada where she provides emotional and practical support to citizens experiencing a tragedy such as an unexpected death, fire, or robbery. Judy Reese, from the Albuquerque Customer Support & Services  Center, volunteers her time with the American Cancer Society as a member of the Relay For Life planning committee, putting in countless hours to help with logistics and she even shaved her head in support of the cause! Kim Rex, a Phoenix-based Flight Attendant, has spent a great deal of time volunteering with Global Legacy Programs, through which she leads mission trips to Peru, Cambodia, and Tanzania delivering much-needed aid including medical supplies, school supplies, and necessary agricultural materials. Ruthann Tucholka, a Baltimore-based Flight Attendant, has dedicated much of her time to helping the YWCA of the Tonawandas  eliminate racism, empower women, and promote peace, justice, freedom, and dignity for all specifically by volunteering in the YWCA’s Clothes Closet, which provides gently used clothing for those in need. Carolyn Williams, from the Atlanta Customer Support & Services Center, has inspired others through her volunteer efforts with Open Hand Atlanta, an organization dedicated to comprehensive nutrition care. ... View more

When Thomas Bakewell started Bakewell Consulting in 1990, Southwest immediately became his carrier of choice. Much like the airline, he has since expanded his company with service in cities across the nation. Today, Thomas’ business is thriving. He travels at least twice a week to visit clients from Los Angeles to Washington, D.C., and he recently authored his first book, Claiming Your Place at the Boardroom Table: The Essential Handbook for Excellence in Governance and Effective Directorship. Thomas is often needed when it’s not business as usual, which means he frequently takes last-minute trips. “The greatest thing about Southwest is that it’s easy: Great flights, great schedules, great prices, and no change fees,” he says. The airline’s flexibility works well for his ever-changing schedule, but he has an even greater appreciation for Southwest’s Employees. From the Customer Service Agents and Operations Agents to the Flight Attendants and Pilots, Thomas sees Southwest as one well-choreographed Team striving to make his travel easier and to ensure he arrives ontime. He says the positivity of the Southwest experience helps him arrive in the right frame of mind, which is crucial since he often heads directly to a boardroom or executive suite after stepping off the plane. As a Rapid Rewards A-List Preferred Member and a Companion Pass holder, Thomas takes full advantage of his perks by bringing his wife and kids along for trips whenever possible. The family was onboard for one of Southwest’s first flights to San Juan, Puerto Rico, and another memorable experience came during a trip to New York in July 2011, when Thomas and his son scored tickets to a Yankees game. In order to attend, they had to stay an extra day. Because they were able to switch their Southwest flight without a change fee, they got to witness from the front row as Derek Jeter scored a home run with his 3,000th hit. Thank you, Thomas, for your steadfast loyalty. We’re honored you’ve trusted Southwest through the years to get you where you need to be, when you need to be there—with a little fun along the way, of course! Photo courtesy of Wesley Law ... View more

At Southwest Airlines, we believe in giving back year-round, but on Tuesday, Dec. 2, we’re celebrating our Servants’ Hearts with others around the world by participating in #GivingTuesday.  #GivingTuesday is a worldwide movement where charities, families, businesses, communities, and students unite under one common purpose: to give back. Southwest is proud to take part in this day by donating $2,500 to ten organizations, for a total contribution of $25,000. While these organizations represent only a sampling of our overall giving, we’re excited to contribute to the organizations listed below to help them achieve their mission.  Read on to learn about how each of these organizations benefits from Southwest’s donations. 3Arts "Southwest’s support makes all the difference to our organization, which is committed to advocating for Chicago’s women artists, artists of color, and artists with disabilities. Through this partnership, we are able to send underrepresented artists to residency programs across the country, bring nationally-acclaimed judges to Chicago for our jury panels, and build our organizational capacity by helping our staff participate in conferences and other professional development opportunities out-of-state."  - Esther Grisham Grimm, Executive Director, 3Arts   All Hands Volunteers "Our partnership with Southwest allows our organization immediate access to the airways so our assessment teams can be on the ground as quickly as possible after a natural disaster. We are grateful for our friends at Southwest, and we simply could not do the work we do without such steadfast support." -Sara Hannafin, Director of Engagement, All Hands Volunteers AmeriCares "As an Annual Emergency Response Partner, Southwest Airlines helps ensure we can act quickly to save lives and restore health whenever disaster strikes. The company’s valuable support allows us to conduct needs assessments and rapidly deploy emergency response teams to disaster zones." - Michael J. Nyenhuis, President and CEO, AmeriCares Dream Foundation® "We are so grateful to Southwest Airlines for providing our dream recipients with an invaluable gift that affords them the opportunity to reunite with family and share a final memory with children and other loved ones at the end of their lives. Our program focuses on those who lack the resources to manifest their dreams themselves, and a plane ride is often the vehicle that allows them to break from a schedule built around managing medical bills and illness. The work we do would not be possible without the collective generosity of patrons and sponsors like Southwest." - Kisa Heyer, Executive Director, Dream Foundation® FIRST ® "For the past three years, Southwest has provided roundtrip tickets to top students and key volunteers so they can experience the excitement of major events like our annual FIRST Championship. For Inspiration and Recognition of Science and Technology (FIRST) is grateful for the continued, generous support Southwest provides to our organization." -Donald E. Bossi, President, FIRST® Miracle Flights for Kids® "Every day, we hear from parents who only dare to dream of getting their desperately-ill child to a medical specialist thousands of miles away. Together, Southwest Airlines and Miracle Flights for Kids® turn their dreams into reality. Struggling financially under the weight of mounting medical bills, the families we help find new hope and children have the best opportunity for longer, healthier lives." – Ann McGee, founder and National President, Miracle Flights for Kids® Team Rubicon "Team Rubicon couldn't do what we do without Southwest's help. Among the many places Southwest’s ticket donations has allowed veteran volunteers like myself to go is Oklahoma, where we were able to honor the dozens killed in the tornadoes and the thousands of our fellow soldiers, sailors, airmen, and marines who died in the service to the nation." - Peter Meijer, United States Marine Corps Veteran The Mission Continues "The continued support of Southwest Airlines to The Mission Continues has allowed hundreds of veterans like me to come together as a team, build camaraderie, and cultivate a strong passion for solving the toughest issues in our communities. It wouldn't be possible without Southwest." – Lee Freeman, Minneapolis 1st Service Platoon Leader, 2013 Fellow and Air Force officer The Student Conservation Association "With the support of Southwest Airlines, the SCA is able to afford students the opportunity to take care of their planet and grow individually. Together, we are setting an example and supporting Environmental Stewardship, while also planting the see for future generations." -Peter J. Bokolas, Director of Corporate Relations, The Student Conservation Association The Washington Center for Internships and Academic Seminars "The Washington Center for Internships and Academic Seminars hosts nearly 2,000 domestic and international students for life-changing experiential education programs in Washington, D.C., each year. Southwest provides these students with free roundtrip travel to the Nation’s Capital to expose them to unique working and learning experiences that launch flourishing careers in business, public service, communications and so much more."  -Michael Smith, President, The Washington Center   How are you giving back for #GivingTuesday?  Let us know by commenting below or tweeting @SouthwestAir!" ... View more

This is a guest post by Terrance Moultrie and Holly Barksdale, parents of seven-year-old cancer survivors Trevor and Andrew, for whom Southwest Airlines and The Texas Rangers Foundation recently teamed up. Our families have experienced firsthand the pain in the world, but we’ve also experienced all the good in the world. Both of our sons, Trevor and Andrew, were diagnosed with leukemia at 15 months old.  Our families became close when we met in the hospital waiting rooms while the boys received treatment.  Now that the boys are both in remission, baseball has been the driving force of their friendship. A few months ago, an article about our families was featured in the local news. As fate would have it, Susannah Moorland, wife of Texas Rangers first baseman Mitch Mooreland, happened to read about our boys’ journeys.  Trevor’s little league team is named the Rangers, and Andrew’s team is the Rays, so Susannah and Mitch graciously invited our families to Dallas to see the Rangers vs. Rays game on Aug. 14.  Southwest Airlines donated the travel for our families to fly from Birmingham to Dallas. Words cannot adequately describe our unbelievable and overwhelming experience in Dallas, but the look on our children’s' faces said it all!  The Morelands, along with Southwest, the Texas Rangers, and Ride Centric, had a great impact on our sons.  To see the boys' excitement build as we were arriving in Dallas, and being greeted Texas-style at the airport was amazing. As we arrived at the Globe Life Park in Arlington, we were still trying to process it all.  The boys met players and took pictures, watched the game from a suite, and rode around the field with Captain, the Texas Rangers mascot, between innings!  There were many people involved in making this trip so special, and we’re so grateful.  These two little boys fought a terrible disease and won, and the memories from this trip will be with us forever.  Trevor and Andrew are special, and we know they will grow up to be the same kind of people who want to make a difference in the world.  Thank you to the Rangers, Mitch and Susannah, and Southwest Airlines for a winning weekend we will never forget! Photos courtesy of The Dallas Morning News.  ... View more

This guest post from David Campbell, founder of the nonprofit organization All Hands, originally appeared in the May 2014 issue of our onboard magazine, Spirit. To me, community in its purest form is people helping people.  As the founder of All Hands, I believe there is strength that comes when people believe they are a part of something bigger than themselves.  Community is best when we are working together toward a common goal. All Hands is an organization dedicated to enabling volunteers and providing hands-on assistance to communities around the world in the event of a natural disaster.  When such a catastrophic event occurs, our goal is to provide sustainable support to the communities by harnessing the energy and commitment of dedicated volunteers.  We can’t predict when a natural disaster will occur, but we can equip and organize our volunteers so they are effective when the time comes. In June 2013, Southwest Airlines and All Hands partnered to provide relief in Moore, Okla., where EF4 and EF5 tornadoes left nearly 20 miles of damage.  More than 150 Southwest Employees joined All Hands to help the community recover, and we were able to mobilize over a dozen All Hands staff members and volunteer leaders to respond to this devastating disaster thanks to travel provided by Southwest. Since 2010, Southwest has supported All Hands with cash donations and free airline travel.  The tickets allow us to have flexibility and respond rapidly when we need to get to the site of unexpected natural disasters. ... View more

This is guest blog post from Stacy Johnson, mother of Ayden, a Kidd’s Kids family who experienced the trip of a lifetime to Disney World in 2012.   Southwest is the official airline of Kidd’s Kids, providing travel for chronically ill and/or physically challenged children to an all-expense paid vacation to Walt Disney World in Florida. As a mother of three, we are always looking for ways to entertain our children. My seven-year old son, Ayden, was born with a congenital heart defect called Truncus Arteriosus.  After five open heart surgeries, he now lives with half of his heart function, while the other half has been rerouted through his head.  Although Aiden battles this condition every day, he is a happy, carefree seven-year old who wants to enjoy a normal life. In 2 012, Ayden was a recipient of the Kidd’s Kids trip to Disney World, which provides an all-expense paid unforgettable adventure. It was the trip of a lifetime for our entire family!  This past week our family received another gift from Kidd’s Kids and Southwest Airlines—tickets to the Ben Folds concert at the AT&T Performance Arts Center Strauss Square, which Southwest sponsors. Our family absolutely loved listening to Ben Folds, and the orchestra performing with him made the concert experience even more powerful. After the concert, we went to the AT&T Center’s balcony with the Dallas skyline as a beautiful backdrop. It was breathtaking. At the end of the night, we went to the meet-and-greet where our daughter, Makayla, wasted no time running up to Ben and getting his autograph. Ayden got his picture with Ben, who bent all the way down to be at Ayden's level to snap a few pictures. By the end of the night, both kiddos were running purely on adrenaline, making everyone chase them around the Center. It was a great experience. Thank you, again, Southwest Airlines and the AT&T Performance Art Center, Ben Folds, and Kidd’s Kids. The Johnson Family loved every minute of the concert! ... View more

The following is a guest post from Customer Relations Employees Gary Reyes and Trent Wilkins. Over the past year, the Customer Relations and Rapid Rewards Department (CR/RR) has taken the initiative to share LUV with our neighbors—the wonderful students and staff of Maple Lawn Elementary School, which has been educating children at the corner of Cedar Springs and Inwood Drive since 1932. After organizing a school supply drive last August, and providing meals to Maple Lawn families at Thanksgiving and Christmas, CR/RR was privileged to lend a hand, or more specifically a lot of hands, to Maple Lawn’s “Big Dig” event on February 22.  With a landscape design provided by REAL School Gardens, the financial support of Blue Cross and Blue Shield of Texas, and the strong backs of our CR/RR Employees, the students of Maple Lawn now have a beautiful, functional, and highly educational garden on the grounds of their school, providing them the opportunity to grow fresh herbs and fruit for their dining hall. Our Team was able to participate in a number of activities to transform the courtyard into a live, learning garden, some of which included building an arbor, painting gutters, laying irrigation pipes, and sodding grass. Our team felt a special sense of pride every time we saw Southwest metal flying overhead almost every 30 minutes, and we let others know! Before After Research has proven that transforming low-income elementary schools’ existing resources and their outdoor spaces can produce long-lasting results. The REAL School Gardens partner schools, for example, have seen standardized test score pass rates increase between 12 and 15 percent after renovations take place. It was an honor and privilege to share our Servants’ Hearts to immediately impact our local community. Plus, the CR/RR Community Outreach Team had a combined working effort of 90 hours toward the Tickets for Time program, so Maple Lawn Elementary School will be receiving two roundtrip green passes courtesy of all of CR/RR’s volunteer hours! ... View more

My grandfather was and still is my hero. He served in the U.S. Navy as an Electrician’s Mate during World War II, and was present at the signing of the peace treaty on the USS Missouri.  This past year, I stood at his funeral and listened as Taps was played slowly and boldly.  Each note reminded me of the service and sacrifices my grandfather, along with so many like him, has given to our country.  As the American flag was delicately presented to our family, I realized that few things are as honorable as serving one’s country. Throughout November, we asked our Employees and Customers to help us celebrate those who’ve served our country by sharing photos of their military heroes.  The photos and stories we received were both heartbreaking and celebratory at the same time. And, while each story is unique, the themes of honor, service, sacrifice, and celebration ring through each photo. Featured below are just a few of the photos we received during Military Heroes Month.  To see the complete collection, please check out our Flickr album. Just 12 hours before her husband was deployed to Afghanistan, Sarah Romeo found out she was pregnant. After serving at Camp Bastian, Sarah’s husband, Josh, returned home to a wife who was seven months pregnant with their first son, Griffin. Thankfully, Josh was able to attend the birth of his son just three weeks after his return. Olivia Wynia shared this photo of her brother, Jacob Wynia, and his fiancé, Jessica Preston, upon Jacob’s homecoming from pre-deployment leave last month. On December 10, Jacob will be deployed. The couple plans to marry when Jacob returns from deployment in July. Lauren Berry and her boyfriend, Tom, were visiting family in New Jersey when they decided to swing by the city during fleet week. Tom serves in the Navy as an Explosive Ordinance Disposal Technician and is currently deployed to Afghanistan. Laura Avelar bids her husband farewell on the day of his deployment. John Avelar has served in the Marine Corps for six years, and the two have known each other since they were 16. Thank you to those who’ve shared their stories, and especially to those who so bravely fight for our freedom.  You are all our heroes. #LUVFromtheHeart     ... View more

This is a guest blog post from Karen Blessen, Founder and Artistic Director of 29 Pieces and Executive Director of the Dallas LOVE Project. This month, we remember the defining moment when President John F. Kennedy was killed in Dealey Plaza 50 years ago.  Unfortunately, this event labeled Dallas as the “City of Hate,” however, if you’ve lived in Dallas for any length of time, you will agree that this title is not at all fitting.  Hence, the Dallas LOVE Project was born. The Dallas LOVE Project is a grass roots effort to create a redefining moment for our city.  Continuing through November 22, the 50th anniversary of the assassination of President John F. Kennedy, and until November 30, Dallas is being transformed into one giant art venue.  This is a unique art gallery—10,000 pieces of art inspired by quotes about unconditional love from great peacemakers, poets, musicians, and artists, as well as inspired quotes from President Kennedy. Ten thousand pieces of art are displayed in venues big and small, all over the city, and even at Love Field Airport.  The LOVE Project at Love Field feels like an arrival at Love Island!  At the Love Field counter, you’ll see 140 pieces of art, all expressing messages of love.  Some call the LOVE Project the biggest city-wide art project ever, with 10,000 pieces of art tagging 63 locations across the city with words and images of love. Dallas LOVE Project is produced by the organization 29 Pieces.  Between 20 and 30 thousand artists participated, including students from public, private, and charter schools; women in Dallas County Jail; professional artists; corporate folks; teenagers in juvenile detention; church groups; art camps; women working to leave the world of prostitution; people struggling with mental disorders and addiction; residents of nursing homes; children in Boys and Girls Clubs; children and families at Ronald McDonald House, and many more. You can see more of the LOVE Project at the Sixth Floor Museum, Galleria Dallas, Dallas Public Library, South Side on Lamar, and many other locations shown on our web site at www.dallasloveproject.is. Many locations will be open on November 23 from 10:00 a.m. until 2:00 p.m. for family-friendly open houses.  Take Instagram photos of yourself, friends, and family in front of your favorite pieces of art and send them to #dallasloveproject and #dloveproject.  Go to the exhibits, be part of our online Instagram Quilt.  And, most importantly, show the world that Love thrives in Dallas, Texas. ... View more

As soon as I stepped into Uptown Theatre in downtown Napa on Friday night, April 13, I knew I wasn’t at an ordinary concert. The theatre was filled with experts in the music, food, and wine industries, making the perfect audience for the event.  The venue was small and intimate, complimenting the acoustic sounds of some of the most popular artists today. The event was Live in the Vineyard, the perfect pairing of three of my most favorite things: music, wine, and food. The Uptown Theater in Napa Valley For five years, Napa Valley has hosted one of the best kept secrets in the entertainment industry, Live in the Vineyard. Twice a year, the three day-event consists of a series of exclusive acoustic concerts, private winery tours and tastings, and food and lodging provided by Napa’s best. Southwest Airlines has been an official sponsor at Live in the Vineyard for the past three events, and this time around, Employees from across the system were invited to try their luck at winning tickets to the event. Welcome to Napa! Local Employees Distrubuting SWA Water to Attendees This year’s event featured artists Jason Mraz, Matt Kearny, Graffiti6, Jon McLaughlin, Mayer Hawthorne, Green River Ordinance, and many more. As soon as I read the lineup, I knew I couldn’t turn down an opportunity to attend. When the Employee contest was announced, I immediately wrote a quirky essay on the reasons why I wanted to attend Live in the Vineyard 9 (quoting song titles from the artists who would be performing), and within a few weeks, I was contacted that I had won two tickets to this year’s music events. Susan Justice started off the weekend on Friday night, followed by an energetic performance by Mayer Hawthorne that brought the audience to their feet. American-Idol winner Kris Allen performed next, featuring his new song “Vision of Love,” which he also played on one of Southwest’s Live at 35 inflight concerts.  Mat Kearney premiered his new video for “Ships in the Night” before he took the stage. And last, Jason Mraz closed the night, with singles from his new album “Love is a Four Letter Word.” American Idol Winner (And Live at 35 Artist) Kris Allen Mayer Hawthorne Gives SWA a Shout-Out! And this was only the beginning. What better place to host an event that pairs wine, food, and music than the beautiful Napa Valley?  During my free time before each night’s concert, I spent Friday exploring San Francisco, and hiking through the redwood forest, Muir Woods, and Saturday was spent indulging in the best wines and foods of the valley, including visits to Sterling Vineyard and V Sattui Winery.  No matter how attendees spent the sunny afternoon, we all met back at the Uptown Theatre Saturday night for another night of incredible performances. Saturday night featured Meiko, Jon McLaughlin, Graffiti6, Green River Ordinance, and finally Daniel Powter.  I can’t imagine a better way to experience Napa, California, and I’m thankful to work for a Company that supports and sponsors such a fun event. And it’s not over yet! Southwest continues its Live in the Vineyard sponsorship through 2012; be on the lookout for more surprise concerts from other Live in the Vineyard artists in the fall!  Photos courtesy of SMF CSS Rodney Ramos ... View more

We hear it all the time: it’s the People who make Southwest Airlines unique.  Through Customer Service, Charitable Giving, and the everyday tasks of running an airline, the People of Southwest have an infinite number of opportunities to positively impact another person.  But, perhaps one of our most distinguished qualities is not only our passion for serving our Customers, but our dedication to serving one another.  Colleen puts it this way, “Treat others as you would like to be treated.”  And while I have only been at this Company a mere ten months, I’ve witnessed countless instances where our Employees have exemplified the infamous Golden Rule- not because we have to, but because we care about one another.  Simply put, we are a Family.  And there’s very little that comes between family members. The first time I realized there was something very different about Southwest Airlines was during my internship during the summer of 2010.  Sure, everyone I’d met had been friendly, welcoming, and incredibly encouraging.  But, I never imagined a complete stranger would be there for me in a time of need.  Accompanied by a small group of interns, we decided to take our standby adventures West for the weekend.  After battling a string of very full flights, we finally ended up in Las Vegas late Friday night.  But our adventures in “Sin City” were short-lived.  Upon arriving, we double-checked our return flights for Sunday, and much to our dismay, found a standby list with already more than twenty Employees.  Knowing better than to risk not getting back by 8 o'clock Monday morning, we woke up (or rather, never slept…) early Saturday morning, and headed back to the airport. After weighing our travel options, we decided to venture to Oakland, and spend the remainder of our day in San Francisco.  Upon landing in OAK, we once again checked our return flights for Sunday.  And once again, we came to the harsh realization that we were not going to be able to make it home from San Francisco either.  Noticing a couple distraught young Employees struggling with the system, a Customer Service Agent on her break graciously offered to help us figure out the most guaranteed route to get us back to Dallas on Sunday.  Confidently, she concluded we needed to get to Los Angeles by the night so we could catch a flight from there to Austin early Sunday morning.  Together, we made the decision to take advantage of the day in San Francisco, and catch the last flight to LAX that night.  We hurried to catch the BART, and spent the next few hours enjoying Fisherman’s Wharf, before reluctantly heading to the airport yet again.  As we prepared to board our 5th flight over the last 24 hours, we frantically realized we hadn’t booked a hotel reservation for our impromptu visit to Los Angeles.  Realizing we had no option but to settle the issue when we landed, we casually started chatting with our Crew in order to pass the time.  Before we knew it, we were laughing and joking with our Flight Attendants as though we had been friends for years.  We told them all about our Summer of LUV, and about our recent travels.  They talked about being with the Company for years, and awed at the opportunities that lay ahead of us. Upon landing, we helped the Crew clean the cabin.  As we departed, they inquired about where we were staying.  Grudgingly, we admitted to not have gotten that far in our travel plans.  And without hesitation, the Flight Attendants offered up their extra room at the Crew hotel.  It turns out that only one of the Flight Attendants needed the pre-reserved rooms at the hotel, and they were willing to turn the extra rooms to a few displaced interns for the evening, free of charge.  Eager, we were quick to accept the offer, and we hurriedly followed our new found friend, Houston-based Flight Attendant, Joe D., to the LAX Crew hotel.  We spent the night in a hotel much nicer than our summer paychecks could have ever afforded.  Joe told stories of his years with the Company, and we listened intently, wide-eyed at his passion for Southwest Airlines.  In the morning, Joe returned to his base city, and we successfully made it on another three flights (for a total of eight over the course of the weekend) in pursuit of Dallas. While our time together was brief, none of us were quick to forget the Crew’s generous hospitality to a trio of SWA newbies.  To Joe and the rest of the Crew on the short flight from Oakland to Los Angeles, it didn’t matter that we were complete strangers, or only interns.  What mattered was that we were each an Employee of Southwest Airlines, and that made us family. Have a story about an Employee who helped you out in a time of need?  We’d LUV to post it on our blog.  Please contact Whitney Bartels at whitney.bartels@wnco.com to share your story.  ... View more

Headquarters was hopping with excitement this past week as Southwest Airlines Employees jumped at the chance to participate in an annual tradition that has been around nearly 15 years.    Each Spring, various Departments from Headquarters rally Employees to donate Easter baskets to give to local charities including Children’s Medical Center, Ronald McDonald House, and Casa Shelter. Employees were charged with collecting eggs, candy, and other Easter toys to fill the baskets. Then, a few days before Easter, Employees offered a helping hand to fill plastic eggs with candy, stuff the baskets with grass, and tie ribbons around them.    The tradition grows with each year, and this year, nearly 600 Easter baskets were donated to local charities. Last Tuesday, the participating departments lined the baskets along the walls of the front lobby for all to admire, before being donated. Once the baskets were collected, the Facilities Team, accompanied by a few hardworking Easter Bunnies, loaded the baskets to be transported to the charities.  It seems the Easter spirit was contagious throughout Headquarters. A New Hire Reservations class stopped training in order to pitch in and load all of the baskets. Even an anxious applicant waiting for an interview in the front lobby offered to help. He said that seeing our Employees’ dedication to their community made him even more excited about the prospect of joining the Southwest Family! Thanks to our Employees’ Servants’ Hearts, 600 children in need received Easter baskets this holiday. Donating Easter baskets is yet another example of Southwest Airlines’ ongoing commitment to the communities we serve.  Find out more about Southwest’s citizenship efforts here: http://www.southwest.com/citizenship.  ... View more

Positively Outrageous Service—it’s who we are, what we do, and what makes us stand apart from our competitors.  So much so, that the idea of offering Customers “outrageous” service isn’t an obligation or a task.  Rather, this service is a natural reaction, from the heart, and in perfect compliance with The Golden Rule: to treat others as we would like to be treated. As a Customer Relations Representative, I get to watch our Employees go out of their way for our Customers on a daily basis. For example, one Customer wrote in after having trouble using a Green Pass to visit his friend Danny in ICU after recently suffering a severe snowboarding accident.  CR/RR Writing Representative, Paige Gonzalez, decided to not only remedy the struggles with the Green Pass, but she also passed around a card for each Writer to sign and send to Danny, wishing him the best for a speedy recovery. But, it doesn’t stop here.  Each day, Southwest Employees do crazy things for the LUV of our Customers.  For instance, in Kansas City, Customer Service Agent Mina Kelly raced to the jetbridge, trying to hold the plane for an Unaccompanied Minor who was running late for her flight to Disneyland.  According to Mina, she knew how important the trip was to the child, and in her words, “I was determined that [the child] would have the vacation with her dad.” Dallas-based Customer Service Agent, Marianne Rojas, didn’t think twice before taking in a burn patient who was homeless after missing a flight.  Marianne gave the displaced Passenger a place to call home for six months.  And, her Coworker, Customer Service Agent, Bill Waggener, offered his Servant’s Heart to a family who had recently run out of money in the middle of their travels.  Bill not only bought the family dinner at Chili’s, he called a nearby hotel, gave them his credit card information, and put the family up for a night on his tab. David Allen, a Ramp Agent in MCI, understands the importance of ensuring that our Customer’s belongings arrive with them at their destinations.  He describes a time when one of his Customers was especially anxious about her belongings making it on the flight. David personally sought out the Customer’s bag to ensure it made the flight, and on to the Customer’s final destination. Flight Attendant, Kim Tidwell, joyfully lent a helping hand to a new, young mother by holding her sick baby on a flight out of Florida.  And Customer Service Agent, Margaret Williams, explains that the Southwest Spirit motivated her to run from the baggage claim all the way to Gate 9 when a deplaning Passenger realized she had left her wallet and work portfolio on the plane.  Why?  Margaret explains, “It made me feel good to know that I had helped [the Passenger] out.  Simply stated, “Customer Service.” These stories are only a glimpse into the many sacrifices Southwest Employees make on a daily basis.  My assumption is that every Southwest Employee has a similar story—a story about a time they went out of their way for someone else, a moment where they made the decision to positively impact someone else’s day.  What I admire most about these stories is that our People are never looking for recognition.  In fact, more often than not, Employees are humble, but starkly honest in explaining that serving Customers is simply a part of what they do each and every day.  According to our Employees, the decision to go beyond the job description stems from LUV—LUV for our Company, LUV for what we do, and LUV for our Customers.  So, to our Employees who are never afraid to share this LUV, thank you for what you do, and for putting Positively Outrageous Service into action. What examples of Positively Outrageous Service have you witnessed? ... View more

Customer Relations and Rapid Rewards Vice President, Jim Ruppel, said goodbye to his beloved mustache of 38 years recently at our CR/RR Department luncheon. The mustache, which is nearly as old as Southwest Airlines itself, has been around since Jim’s first semester of college- even his wife had never seen that precious skin underneath his nose. But Jim couldn’t hold on to the glory days of the 70s forever. In fulfilling a promise to his Team, Jim shaved the ‘stache, complete with celebratory cartwheels from Senior Vice President of Customer Services, Teresa Laraba, and CR/RR Manager, Jona Berta after the department achieved their goals. “I guess we’re all about change around here,” said Jim as he caught a glance of his new look after shaving in front of the entire Department. Change has certainly been the key word in the Customer Relations/Rapid Rewards Department over the last year. Summer marked a particularly challenging season, and the Leaders wanted to do something extra to motivate the Teams. So last August, Jim made a promise in anticipation of the months ahead: if each group within the Department- Telephones, Support, Writers, Customer Advocacy, and Proactive Customer Service could achieve the goals set before them, Jim would kiss his beloved mustache goodbye. As soon as the results came in, Jim knew his mustache had seen its last discotheque. Each Team not only achieved the goals set out for them, but far surpassed the expectations. • Telephone Team Challenge: Respond to 90% of calls answered each month. o Result - 92.2% • Writing Team Challenge: Respond to letters/e-mails within 30-days. o Result – 96.4% • Customer Advocacy Team Challenge: Respond to DOT/Compliance correspondence within 30-days. o Result – 99.3% • Proactive Customer Service Team Challenge: Respond to all major events within 24-hours. o Result – 100% Over the last few months the Department has seen many changes that have contributed to the success in reaching these goals. August marked the beginning of a hiring blitz in Customer Relations, yet the vacant cubes weren’t the only things filling up on the fourth floor. The teams experienced unprecedented volumes of Customer correspondence, and had to pull together to achieve the tasks set before them. While the new hires and new business decisions helped the Department climb toward their 90th percentile goals, Jim attributes the department success to the Warrior Spirit behind each individual, and most importantly, the Department’s ability to work together. And, of course, a little encouragement from the Senior Leaders gave the Teams an added incentive. Jim’s willingness to shave his mustache was yet another example of the vibrant Culture at Southwes, one that makes Employees proud to serve their Customers. “Our Customers got what they expected from Southwest Airlines, and you gave them what they deserved,” said Jim in reflecting upon what the Teams had accomplished over the past moths. Still, the success signifies anything but a time to rest. The introduction of the All-New Rapid Rewards program and further opportunities for growth in the coming year will continue to present unexpected challenges, but Jim remains confident that the teams will continue to WOW the Customers, and leave them wanting to return to Southwest Airlines. Some things never change; we’ll always have our Warrior Spirit, Servant’s Heart, and Fun-LUVing Attitude. But change can be a good thing. While Jim’s ‘stache will stay in the 70s, the Team will enter the new decade, and Southwest’s 40th year of operation, with a renewed sense of Teamwork, dedication, and pride for a Company that never stops serving its Customers. ... View more

When Lindsay Lang in the People Department told us that our summer internship would serve as a three month-long interview, all I could think of was the many ways I could mess up.  Having graduated college only a mere week before the internship start date, I didn’t have any other post-graduate plans after the internship.  I knew that there were very few job offers that could lure me from Southwest, and so I decided to approach the opportunity just as Lindsay had advised--as an interview. Not long into my Summer of LUV, I realized that I was going to have a very difficult time leaving Southwest and working for another company upon the completion of my internship.  It seemed to me that the People in the Communication Department weren’t the only ones who genuinely enjoyed their jobs.  Rather, there was something unique about the Culture that was especially enticing to an unemployed, recent graduate. Luckily, about halfway through the summer, we learned of an opening in Customer Relations.  It didn’t take much to convince me to apply.  And when I received the call offering me the position, I knew that the opportunity was too good to let pass. That being said, I knew the position would challenge me in ways an internship never could.  I was anxious about working for a department I knew virtually nothing about.  As a Writer in Customer Relations, I knew I would have much more responsibility--from learning everything about Southwest policies and procedures to meeting my monthly productivity goals.  Yet, I also knew that the experience I had gained from my internship would prove invaluable. The first month of the job was nothing less of overwhelming.  Even after interning for Southwest for three months, I realized how much I still had to learn.  Yet, despite the initial challenges, I was comforted in the consistency I found in the Culture and the People that surrounded me.  I came to understand why the Employees here were so enthused to come to work; they serve as the most valuable asset in an infamous Culture.  And I realized that perhaps the most significant experiences during my internship were those that allowed me a glimpse this Culture. While the internship introduced me to the Culture at Southwest, my job has allowed me to contribute to this Culture.  I’m sure there were many ways I could have failed a three month-long interview, but I am grateful that my internship offered me the chance to begin a career with the Company I had grown to LUV. As we prepare to welcome another class of Interns this spring, I can think of many words of advice.  First, be open-minded.  Learn new concepts, meet new people, and of course, travel new places.  Never let fear hold you back from trying new things or taking on tasks you didn’t think you could accomplish.  And don’t be afraid to ask for help along the way.  Jump at every opportunity you have to take part in the Culture here, and meet the People that make this Company so special.  And finally, pack light, and for all different climates because you never know where your travels may take you. Interested in applying for the No Limits Internship program?  Check it out here. ... View more

When Southwest Airlines first began 39 years ago, The Golden Rule, “Treat others as you would like to be treated,” was at the forefront of our Culture and business strategy. And today, although much has changed in how we operate, our LUV for our Customers is as strong as ever. Southwest has been giving back to the communities we serve since the very beginning. It wasn’t long before Southwest was receiving nearly 20,000 donation requests each year. Back then, each request came in the mail (no, not email, the original snail mail). Every request would then be recorded, processed, and filed by hand. Still, despite the tedious process, every request that came to us would be answered, either by a personal telephone call or through the mail. In 2008, Southwest issued a survey to identify five strategic areas of focus--families facing serious illnesses, military and their families, youth leadership and community involvement, disaster preparedness and response, and the environment. Prior to this, 98 percent of Southwest’s donation requests were answered with the gift of two tickets. While these donations were important, Southwest decided to make a larger impact in the identified areas that our Customers and Employees told us mattered to them. As a result, Southwest began focusing a larger part of our attention (and budget) on these focus areas in order to make a greater impact on the national level. Still, Southwest did not neglect the smaller, local organizations. Southwest has always treasured our local relationships and the establishment of local Community Giving Boards was a logical next step. These Boards were established to empower Southwest Airlines Employees to have a direct and personal impact upon the causes and charitable organizations within the communities they live and work.  The Boards create a “hometown” way to evaluate and process these requests. Furthermore, our new online application allows for more efficient management of the requests. Now, instead of handling manually, our system organizes the requests by city and organization type. Then, the Community Relations and Giving team as well as the Local Giving Boards can easily access information on the request status, the budget and the organization’s 501(c)(3) status. And just like that, Southwest can still make a big difference with a much more efficient effort. The evolution of the donation request process is only one example of the many ways Southwest Airlines has evolved over the past 39 years. But still, some things never change. True to The Golden Rule, Southwest still acknowledges and answers every donation request we receive. We still lead with a Servant’s Heart when it comes to giving back to the community. And we’ve been fortunate enough to do so even through the ups and downs of the economy. It’s just a simple way we like to say thanks to all those who’ve made these past 39 years a success, not to mention a fun ride! For more information about how Southwest gives back to the community or to request a donation, visit southwest.com/donations. Southwest also is known for its commitment to the triple bottom line of Performance, People, and Planet.  To read more about how Southwest is doing its part to be a good citizen, visit southwest.com/cares to read the One Report and to learn more about the Share the Spirit program.   ... View more