Southwest Airlines Community

Learning from failure is one of the greatest lessons in life. Some of the greatest comebacks in history are rooted in taking a hard look in the mirror, taking accountability, and doing what’s required not to repeat your failures of the past. When you are a for-profit enterprise, you have rules, policies, and processes for Safety, reliability, and accountability.   As the Chief Administration & Communications Officer for Southwest Airlines, part of my responsibilities include nurturing the Company’s reputation and guiding crisis response efforts when something goes wrong. The last week of December 2022, our operation failed to get nearly 2 million travelers to their intended destination. This disruption was unprecedented, not only in my 31-year career at Southwest but in our history as an airline.   What went wrong What began as a widespread winter storm quickly turned into a massive operational disruption for Southwest, and our lack of ability to recover was an outlier in the industry. The weather was worse than predicted, and our advance planning for winter operations at several of our locations quickly became unviable. Our larger locations (including Denver and Chicago), along with other cities across our network, were experiencing various issues coming out of the extreme weather, with everything from deicing capabilities to passenger jet bridges that were deemed inoperable when hydraulics had frozen in the harsh conditions. The culmination of these issues led to large-scale, close-in cancelations that degraded the overall operation.   It was not one thing that led to our situation; instead, our ongoing internal review has shown it was a series of events that we’ll need to continue to break down and analyze. In addition to challenges in our weather-impacted locations, early reviews have revealed challenges with managing our waves of close-in cancelations, bottlenecks in data processing, and a deficiency of clear escalation procedures. We’ve taken immediate steps to correct some of our shortcomings, as our internal and external reviews guide us in longer-term solutions.   The success of a busy airline is the intricate symphony of multiple systems, people, and tools working in tandem. A little background—Southwest works with three key systems: the flight network, the aircraft network, and the Crew network. Each must stay in sync when changes are made to anyone; if they don’t, conditions can worsen. As the situation escalated in December and as cancelations grew, our Crew Scheduling function struggled to keep up with the overwhelming volume of changes and resulted in individual Crew Member assignments not being updated in a timely manner. Without updated Crew Member schedules, the software couldn’t reassign Crew Members to flights, so we turned to manual processes that further contributed to disruptions for our Customers and our Employees.   The communications response So, as a communications leader … what do you do? Overall, our communications approach contained three key efforts: Acknowledge the event and its impact, apologize for the inconveniences and disruption, and act on lessons learned to reduce the risk of this happening again.   Our effort began with updates on pure recovery. We shared the stats of canceled and delayed flights, solutions to reset the network, and information on what a Customer should do if his/her flight was canceled. We posted both media and Employee content across all of our channels to keep Stakeholders informed while working with Southwest’s Senior Leaders to figure out the root causes of the disruption.   Without having all of the information, other entities jumped in to hypothesize as to what caused the operation to “melt down.” Unions, government agencies, and airports shared their perspectives—some within hours of the issue emerging. We continued to communicate with Employees, Customers, and outlets across the country to counter premature cause-and-effect stories by having both our CEO and COO explain the analysis effort that we launched, including:   Our Board of Directors forming an Operations Review Committee to oversee management’s response efforts. Internal reviews of processes, technology, and tools. Asking a third-party consulting firm (Oliver Wyman) to do its own external review of the operational disruption.   With nearly 2 million people whose travel plans were canceled or severely delayed, the communication effort had to quickly pivot to how we were going to respond to our Customers and Employees. We began a series of efforts including:   Public and internal apologies with details for next steps. Handling refunds, reimbursements, and luggage recovery efforts within the government-mandated timelines. Providing gestures of goodwill to both Customers and Employees to humbly apologize for the inconvenience and disruption.   Chasing narratives Along with understanding the root causes of the event and getting the operation back on track, we had a number of narratives to chase.   First, was the issue our technology?   To set the record straight, our Crew Scheduling software didn’t stop working during this event. However, the velocity and the high number of changes in both our flight and Crew networks over multiple days limited the ability to process the large volume of schedule alterations using automation. And that led to manual processes that further impacted our ability to recover quickly.   Second, was it our point-to-point network?   The fact of the matter is that our flight activity has been at or near the same levels for months, with high reliability. So, what happened can’t solely be attributed to our point-to-point network. We’ve proven that we can operate the schedule we’ve published and still respond to irregular operations, such as weather and ATC outages.   Third, was the issue staffing?   In 2022 alone, we added more than 11,600 Employees, and we have been purposeful in increasing our ratio of employees to aircraft coming out of the pandemic. We had solid work bids across all work groups for the holiday period and were well-positioned with the holiday staffing assigned.   So, where do we go from here?   Immediately:   We identified and trained a group of Employees who can provide surge staffing during extreme weather events to assist Crew Scheduling and can be mobilized via a new notification process. We established an objective set of performance criteria in the form of an upgraded dashboard that will help Leaders determine when to escalate an operational situation. GE, who provides many airlines with their Crew optimization software, has already provided a solution that is in testing to help any airline more efficiently work a backlog of broken Crew schedules. We enhanced and will continue to add functionality to our existing tools for Crew Members to communicate electronically to Crew Scheduling during irregular operations. We also implemented organizational changes designed to improve coordination and communication between the Network Operations Control (NOC), Network Planning, and Crew Scheduling teams, We are in the process of a thorough review of our readiness and capacity to manage severe winter operations, ensuring we prioritize employee safety during extreme or extended winter operations; that will include evaluating new tools and equipment and examining current process improvements.   While no one at Southwest is proud of what happened, we have seen evidence of internal pride emerging as we took care of disrupted Customers—stories were shared on social media of our off-duty Employees delivering meals to those working; Pilots buying and handing out coffee to Customers waiting in gate areas; headquarters Employees signing up to be trained on internal systems to put more manpower behind our refunds and reimbursement effort. And, most of all, our Employees providing great hospitality on our flights through the recovery period that last week of December.   We know we’re not perfect; there’s a saying that character is revealed by what a person says and what a person does. The same goes for a company. We know we have work to do to repair our trust, but we are committed to being America’s most loved and most reliable airline.   We will not rest until we have done all we can to mitigate the risks of something like what happened in December from happening again. Simply put, we have a nearly 52-year history of serving communities safely and with LUV. We will not allow a week in December to define us, but we will learn from the failure and be better because of it. ... View more

Our Chairman and Chief Executive Officer Gary Kelly continues to provide updates and share his thoughts surrounding the developments regarding the COVID-19 pandemic. Recently, Gary joined Dr. John Warner of UT Southwestern Medical Center to talk about the slow and safe journey back for our Company and Customers.     You may find more information about UT Southwestern Medical Center and this video series on their website. ... View more

One year ago today, Southwest Airlines said goodbye to our Founder and Friend, Herb Kelleher. And while we cherish our memories—we take comfort that his legacy most definitely lives on in each of us.       Herb was passionate about the Customers and People of Southwest, and our passion for him is evident by the way we’ve come together as a community to honor and celebrate his life. Impacted by his enduring influence, People from inside and outside of the Company have shared tears, stories, quotes, and laughs throughout the year.   To remember Herb’s birthday in March, Southwest donated a total of $1 million—or $7.37 for every current and past Southwest Employee—to the Southwest Airlines Employees Catastrophic Assistance Charity and The Herbert D. Kelleher and Rollin W. King Scholarship. Then, to honor Herb on Southwest’s birthday in June, Southwest's President Emeritus Colleen Barrett gifted four limited-edition statuettes of Herb that are on display on our corporate campus in Dallas.    As Southwest's CEO Gary Kelly has shared, “Herb stood for love, it’s what he personified, it’s our ticker symbol, and it’s our Heart. May we continue to make Herb proud by coming together with love, respect, hard work, and an unwavering sense of fun.”    We encourage you to visit www.HonoroingHerb.com, a site rich with memories of Herb, a touching tribute video, and a link to his Celebration of Life recorded on January 22, 2019.   The Employees of Southwest will forever honor Herb’s extraordinary life and his exemplary contributions to our airline. As Herb dynamically demonstrated, connecting with one another’s humanity is essential, and he will forever be our inspiration to serve with Heart.  ... View more

As we mourn our friend and Founder, Herb Kelleher, we invite you to visit HonoringHerb.com, where we pay tribute to Herb’s legacy with a video, photos, memories, and more. #HonoringHerb ... View more

Are you flying in or out of one of our airports affected by Winter Storm Stella? You can check the latest Travel Advisory by clicking here.   Update at 2:45 p.m. CDT on March 14, 2017   As day two of Winter Storm Stella unfolds, many of our New England destinations are receiving anywhere from three to 18 inches of snow accumulation. While the impact of a winter storm can appear to slow the activity at an airport, the Warrior Spirit of Southwest Airlines Employees remains hard at work behind the scenes.   Beyond the work being done by our Network Operations Control Teams, highlighted in yesterday’s updates, our Employees at the Stations stay busy during a weather event maintaining the ramps and Aircraft so they’ll be ready to go when conditions start improving. Here are a few photos from our folks in the field.   Chicago (MDW), IL Photo Credit: Crissy Acosta    Chicago (MDW), IL Photo Credit: Carlos Bec   Providence (PVD), RI Photo Credit: Dawn Cole     Update at 6:10 p.m. CDT on March 13, 2017 Our Network Operations Control Teams already work very hard, but during severe weather events they are especially given an opportunity to showcase expertise. A member of our Social Business Team, Derek Hubbard, sat down with Meteorologist Becky Miller to examine Winter Storm Stella and Southwest's methodology when preparing for such a storm. You'll hear a lot of noise in the background; that's because this was (and will continue to be) a very active area over the next couple of days.     Update at 4:00 p.m. CDT on March 13, 2017 Every few years Mother Nature keeps us on our toes with a late-season winter storm. Southwest Airlines Operational Planners are carefully tracking the movement of Winter Storm Stella as it makes its way across much of the Midwest and New England this week. Based on forecasted weather conditions, our scheduled service to/from cities in the storm’s path may be disrupted Monday, March 13 through Wednesday, March 15. Winter weather in large parts of the system can sometimes impact non-wintry cities because of flight routes, Crews, and aircraft availability.   Customers holding a reservation for travel during this time can make adjustments to their travel plans without paying any additional charge. That means no change fees, which you already enjoy on Southwest Airlines, in addition to not having to pay a difference in fare. Tickets must be rebooked in the original class of service within 14 days of the original date of travel, and travel must be between the original city-pairs in accordance with our accommodation procedures).   Customers who purchased their itinerary via Southwest.com or our mobile app are eligible to reschedule their travel plans online or from their mobile device. Customers who did not purchase a ticket via Southwest.com can call 1-800-435-9792 to speak with a Customer Representative. Customers in the U.S. scheduled to travel internationally must call 1-800-435-9792 to speak with a Customer Representative for assistance with rebooking. Customers can speak with a Customer Representative on Twitter using the handle @Southwestair, or by sending us a message on the Southwest Airlines Facebook page. As of Monday afternoon, March 13, more than 300 flights have been canceled across 25 Southwest destinations. Additional schedule adjustments are expected as snow and sleet begin to accumulate through Tuesday morning.   To learn more about how Southwest Airlines is proactively tracking Winter Storm Stella and making strategic adjustments to ensure the Safety of our Employees and Customers, please view our Facebook Livestream from our Network Operations Control Room today, Monday, March 13.   ... View more

Warmest wishes of the holiday season from the Southwest Family to yours! Southwest has always been devoted to giving Heart back to the community. In honor of the holiday spirit, we are excited to announce that Rapid Rewards Members have the opportunity to continue the Southwest-way of giving back to the community by donating their Member points to any of nine participating philanthropies. Simply log in to your Rapid Rewards account and navigate to the Rapid Rewards Point Center. From there you can click on the ‘Donate Points’ button to start the process. Select the charity and the amount you would like to donate. Once the donation has been accepted you will receive an email with a receipt. With the click of a button any Rapid Rewards Member can change a life by donating the gift of travel. To celebrate the launch of this new capability, Southwest today is hosting a donation drive on its @SouthwestAir Twitter account where Rapid Rewards loyalty program members can now donate points, and raise awareness for a cause important to them. Customers are encouraged to use the hashtag #SouthwestHeart after donating and follow Southwest Airlines on all social media channels to watch how many points have been donated and to which organizations as the day progresses. To jumpstart the campaign, Southwest Airlines is donating more than 150,000 points to each of the nine organizations totaling more than one million points. For a list of participating charities please visit Southwest.com/donate. ... View more

If someone were to ask you to give one word to describe Southwest's SVP Culture & Communications, Ginger Hardage, some of the responses you’d receive might be, “dedicated,” “hard working,” “Fun-LUVing,” etc. These are certainly true, and as I know many of you can attest, the list of her admirable traits is far greater. We’re not the only ones who love her—PRWeek selected Ginger to be inducted into the PRWeek Hall of Fame.  Ginger and her fellow honorees were chosen based on their achievements in the following areas: outstanding contribution to the development of the communications industry and the establishment of the PR profession; significant impact on the PR field beyond their organization; recruiting and mentoring a generation of communications professionals; contributing thought leadership that shaped the profession or redefined the field; and leadership of the organizations that unify and drive the profession's development. What a well-deserved honor. During her 25-year tenure at Southwest, Ginger was a tireless ambassador of the world-famous Southwest Culture, leading to honors like 22 consecutive years on FORTUNE’s World’s Most Admired List. However, none of these Company recognitions could be possible unless championed by someone with such equal credibility. For four consecutive years, Ginger, a Texas Tech graduate, was named as PRWeek Top 50 Power list as well as the 50 Most Powerful Women in Public Relations from the same publication.  Closer to home, Ginger also was honored as one of Texas’ Most Powerful and Influential Women in 2010; “Legendary Communicator” by Southern Methodist University in 2007, and the Texas Public Relations Association named her its PR Practitioner of the Year in 2000. Not only that, Ginger knew how important internal Customer recognition is to a workplace and she helped promote our Culture Committee, Employee recognition and engagement It is safe to say Southwest wouldn’t be where we were today without such dedication and leadership from Ginger.  Behind the role, the awards, and the superb understanding of communications, you have a genuine woman whose humility, grace and poise is seen in her actions. Each time you talk to Ginger, it’s just you and her. She epitomizes what any Southwest Employee should be by either saying “hello” to everyone she meets or by a simple wave or sincere smile that radiates to anyone’s core. She’s advanced the very traits that set Southwest apart. As Ginger looks ahead to her next adventure, I know each Southwest Employee will carry on the foundation to which she contributed.     ... View more

What do John Travolta, Harrison Ford, and Angelina Jolie have in common with our beloved Founder and Chairman Emeritus, Herb Kelleher? They share a dedication to aviation! On Friday, January 16, Herb accepted the Lifetime Aviation Entrepreneur Award at the 12th-annual Living Legends of Aviation Awards at the Beverly Hilton in Los Angeles. Hosted by John Travolta, the awards are considered among the most prestigious and important recognition events in aviation. The Legends meet annually to recognize and honor individuals who have made significant contributions in aviation. Herb’s Leadership in creating a “new” airline that disrupted the industry—one that showed value and service can co-exist, where work environments even in the brutally-competitive airline industry can use words like LUV and family, and in nurturing an organization that has become one of the most-studied companies in the world for Corporate Culture, business and strategic planning, and employee engagement, has certainly earned him this status. The "Living Legends of Aviation" are 88 remarkable people of extraordinary accomplishment in aviation including: entrepreneurs, innovators, industry leaders, astronauts, record breakers, pilots who have become celebrities and celebrities who have become pilots. The Legends meet yearly to recognize and honor individuals that have made significant contributions in aviation. The event benefits Kiddie Hawk Air Academy, a 501(c)3 nonprofit dedicated to introducing educating and sparking children’s interest in aviation. Trainers give kids ages 4-9 a sense of flight, even if just a few feet off the ground. It is the mission of the academy to give children the spark they need to help create the next generation of aviators and aviation legends, while teaching them the importance of academic excellence to reach their aviation dreams. Herb was in good company at the event, as Harrison Ford presented the "Harrison Ford Aviation Legacy Award" to Mark Baker, president and CEO of the Aircraft Owners and Pilots Association (AOPA), while Angelina Jolie received the Aviation Inspiration and Patriotism Award for directing Unbroken, about the life of Louis Zamperini, a WWII airman. Congratulations, Herb, on this well-deserved recognition! If you’d like to raise a glass to Herb in celebration, try this special Wild Turkey drink featured in his honor at the event: Herbie Manhattan 45 mL Wild Turkey Bourbon 20 mL Cinzano Rosso 2 dashes bitters Directions: Pour all contents into Boston glass, fill with ice and stir. Strain into rocks glass or martini glass. Top with ice if in rocks glass. Add cherry for garnish. ... View more

  At South west, we are in the business of connecting people to what’s important in their lives. Often, the important moments that happen during those connections include a special place—somewhere that has meaning, that brings people together, that creates a sense of belonging and a sense of community.  It takes effort and a process to create great public places like neighborhood parks, community gardens or downtown squares. And it’s called Placemaking. You may wonder why Southwest Airlines would be talking about Placemaking. After hearing of an organization called Project for Public Spaces (PPS) and learning about the work they do with Placemaking and the unique role that the approach plays in creating great public spaces across America, we were intrigued. The Placemaking phenomenon is a crowd sourcing meets urban planning movement; it involves many people in the process. It is the realization that while planners can give a place structure and access, it is the community that gives it heart and vibrancy. At Southwest, we have always put People first in the decisions we make about our business.  And what attracts us to Placemaking is that it, too, puts People first – only in the process of designing and improving public spaces; it is a concept that puts the process and what the People want ahead of the design.  We believe that public places are truly the hearts of local communities – the communities where our People call home and where our Customers love to visit.  As a result, the idea of creating and revitalizing public places is one that spoke to the heart of who we are. We wanted to experience this for ourselves, so Southwest collaborated with PPS on two Placemaking projects in Detroit, Mich., and Providence, Rhode Island.  In Detroit, we worked with PPS and the Downtown Detroit Partnership (DDP) to create a beach in Campus Martius to serve as a fun and relaxing community gathering place for workers, families and children. In Providence, we worked with the Downtown Providence Parks Conservancy to create a fun destination for arts and crafts and interactive play to bring the local community together and help enrich activities in Burnside Park. Through our work with PPS we have seen firsthand how public places have the power to revitalize local communities – generating pride and a sense of belonging that translates into greater community engagement, economic development, and increased quality of life.  And we strongly believe that Placemaking is a social movement that needs to reach the mainstream. Today, MIT’s Department of Urban Studies and Planning released pioneering research on Placemaking.  MIT’s new research, which proves the power of Placemaking in strengthening communities across the country, will help the Placemaking concept reach the mainstream.  Southwest is proud to have helped make this research possible, and we look forward to continue to see the Placemaking approach and emphasis on putting communities and People first continuing to grow. If you’d like to read the research, “Places in the Making,” go here. ... View more

We’re in the business of flying airplanes and connecting people to what’s most important in their lives, but our impact goes beyond the airport.  Our philosophy of doing the right thing spills over into the communities we serve and the places our Customers and Employees call home.  That’s why I couldn’t be more proud to share that Corporate Responsibility Magazine recognized Southwest Airlines in their 14th annual list of 100 Best Corporate Citizens in the world!  Not only are we excited to receive this recognition, but we are the only commercial airline to be honored as a leader in the commitment to transparency and responsible business practices. As America’s leading voice on corporate responsibility, the Magazine formed its rankings from publicly available information in seven categories—environment, climate change, employee relations, human rights, governance, finance, and philanthropy.  You can check out the complete 100 Best Corporate Citizens list by visiting the Corporate Responsibility Magazine’s web site. It’s our desire to make a difference, and it’s what still keeps us giving back more than 40 years later.  Going above and beyond, making Customers feel at home, Employees volunteering their time to the community, this recognition is about Southwest’s greatest asset—our People.  Here’s a big thank you to our Employees for everything they do to make Southwest known for being a good corporate citizen! ... View more

At Southwest, we live by the Golden Rule—it’s at the heart of everything we do.  When we started out more than 41 years ago, it was the support, generosity, and sacrifices of our Employees and Customers that got us through the turbulence of the early years.  We haven’t forgotten our beginnings and have never taken relationships—with Employees, Customers, and our Communities—for granted. Today, although much has changed in how we operate, Southwest has always stood for Community, and today that commitment is as strong as ever. Southwest has supported our communities since the very beginning. Through the decades, Southwest has believed in doing the right thing, and it always comes From the Heart: 1970’s: Southwest’s concern for our communities debuts by participating in the United Fund Campaign, a fundraising drive supporting the United Way.  1980’s: The Airline that LUV built adopts the House that LUV built, and Ronald McDonald Houses become our primary charity with an annual LUV Classic Golf Tournament to raise money for Houses nationwide.  1990’s:  Southwest kicks off the “Adopt-A-Pilot” program for fifth-grade students, a national program where fifth-graders learn about goal-setting, applying their curriculum to real-life jobs, and seeing aviation through the eyes of the hundreds of Pilots who volunteer.  2000’s: In an effort to further build and nurture relationships in the community, we became a member of at least one Chamber of Commerce in each city where Southwest flies.  Additionally, Southwest Airlines, in conjunction with the Hispanic Association of Colleges and Universities (HACU) created an annual “Lánzate/Take Off” education travel award program where more than 1,500 students from across the nation submit an essay about why they are pursuing a college degree and how the travel award would help them achieve their goals. 2010’s: To celebrate Southwest’s 40 th anniversary, we teamed up with the Student Conservation Association to take our volunteerism on the road, and complete 40 conservation projects across the nation. One thing remains constant—we may be an airline, but we do some of our best work on the ground by making a positive difference in our communities, and it always comes from the heart.  We believe in bringing people together, inspiring change, and making a difference in people’s lives. We support global and national nonprofit organizations, champion our own Southwest Airlines giving programs, and encourage individual Employees and community members to volunteer and advocate for the causes they believe in most. I encourage you to check out our new community ad showing how Southwest gives from the heart by visiting www.southwest.com/citizenship or hear first-hand from one of our Employees who was featured in the ad by visiting www.blogsouthwest.com/. How do you give from the heart in your community? Let us know by commenting below.    ... View more

When I came to work at Southwest Airlines more than 20 years ago, I thought it was “cute” that the airline had the stock ticker symbol, LUV. As a former newspaper reporter, I knew from my dealings with executives and Employees that Southwest was irreverent and a bit different. But, use the word LUV or LOVE? Really?  Now, more than two decades in, I’m a proud Kool-Aid drinker. I get it. This place is like nowhere else I have ever worked. You get what you give, and I love this Company. In my capacity, I’m fortunate to see the ways in which Southwest Employees share their love with one another AND with our Customers. My favorites are still the love connections that happen in airports and on our planes. Case in point: Jason Gonzalez (pictured above).  His email to me last weekend laid out his own love story, and it began on a Southwest jet. He had me at “I’ve been a loyal Rapid Rewards member for years,” but he went on to say how he wanted to take a few minutes to explain how a Southwest flight changed his life. Waiting in line to board a flight in March 2009, Jason was determined to meet the young woman he spied in the airport and introduce himself. He says, “After a tough day of work, my mind was wandering, and I was gazing about the terminal, when she walked by.  A young, beautiful and professional looking woman.  Unfortunately, she continued to walk past me and away from my gate.  I glanced back a couple times to see if by chance she was headed back in my direction.  No luck, so I boarded the flight.  As I settle into my usual aisle seat, I look up and see her walk right past me and sit down one row back across the aisle!  Unfortunately, she didn’t seem to notice me.  So as the plane continued to fill up and eventually take off (right on time, as usual, I might add) I began to devise a plan to change that.  Directly across the aisle from me sat a very nice older women who just so happened to be reading a book from one of my favorite authors.  Ah hah!  So I struck up a conversation with her about it, hoping “others” in the immediate area would overhear and 1) finally notice me, 2) get to know me indirectly and 3) be receptive when I implemented the rest of my plan to speak to her at baggage claim (since she only carried on a briefcase).   Sadly, step three did not work out as planned.  Deplaning first, I waited by baggage claim.  And waited and waited. She was only a row behind me.  Maybe she slipped by and I missed her, I thought to myself.  As I looked toward the airport exit once again, there she was!  We looked right at each other from about 40 feet away, and our eyes locked for a brief moment.  And then she continued walking straight past baggage claim toward the shuttle bus stop – no checked bag.  $%#!  I quickly devised Plan B: grab my bag and head in her direction.  I knew I would only have a couple of minutes at best to reach her before the shuttle arrived.  One problem--I was still waiting for my bag. It was the Southwest ground crew versus the shuttle bus driver!  Who would be quicker?? I liked my odds.  The winner of this battle would change my life forever!  Like a whole other type of “Rapid Reward,” my suitcase suddenly shot out on the baggage belt.  I grabbed it and quickly headed in her direction.  I could see her across the way sitting at the stop as a shuttle bus drove by.  Please don't let that be hers!  It drove on past her to the next stop, and I eased my pace knowing I would have time to reach her.  A special thank you to the Southwest Burbank ground crew! And,  thanks to that dear woman sitting next to me for so graciously taking the time to chat with me.  As later confirmed, steps 1 and 2 of my plan were successful, and without them, Plan B may not have worked. After talking for a bit, Stephanie and I swapped business cards there at the shuttle stop and soon went out on a first date.  As it turned out, we lived in the same neighborhood, play tennis, hike, and love good food and wine.  And it’s history from there.  We got engaged last May and will be married on May 4, 2013.  As an interesting side note, Stephanie is an attorney specializing in the aviation industry (you couldn’t write a more perfect script, right?). So it all started on a Southwest flight.” Jason said he and his fiancée, Stephanie, are looking forward to sharing some Southwest peanuts and pretzels with their wedding attendees during their nuptials in May. We’re proud we could help love take flight. Happy Valentine’s Day. Love, actually, is all around us. ... View more

This is the sixth in a series of posts about our integrated annual report, the 2010 Southwest Airlines One Report™, where we have illustrated our commitment to a triple bottomline and how our passion and focus on Performance, People, and Planet continues to propel us forward. Many companies call the cities in which they operate “markets, ” but at Southwest Airlines, we like to call these cities our “communities.”  Each one is special to us and unique in its own way.  These communities are home to our favorite People: our Employees and Customers!  We believe investing in the community is ultimately an investment in our most important asset:  Our People.  It’s our goal to support the passion points and effect positive change in the communities where our Employees and our Customers live and work.  By teaming up with our community partners, Employees, and our Customers, we work together to achieve health, prosperity, and positive change in our hometowns. While 2010 presented its own set of challenges to not only our industry, but also our country, the 2010 Southwest Airlines One Report™ celebrates some exciting achievements in our communities—achievements like an overall $13.9 million investment of tickets and cash directly back into our communities, and taking our partnership with the National Wildlife Refuge Association up a notch with our first cause-marketing effort, the “Help Us, Help Them” giving campaign in response to the Deep Water Horizon Oil Spill.  In 2010, Southwest also joined our nonprofit partners dedicated to supporting the military and its families by declaring November “Military Heroes Month” and dedicated the entire month to sharing the stories of these nonprofits with the Southwest audience.  Our community partners represent the diversity of our Customers and Employees and include organizations like The Hispanic Association of Colleges and Universities, Asian Pacific American Institute for Congressional Studies, and the Black Voice Foundation. That last ten years forced us all to think outside of the box for ways to remain prosperous and profitable.  It also taught us that our prosperity hinges on the health and vitality of the communities in which we operate.  We learned that we are stronger together as our Employees, Customers, and Communities came together to make the world in which we live a better place.  We know that we, as a Company, do well by doing good.   That is one of the many reasons we now report on our annual community giving and annual financials in the same document.  In 2010, our Company simultaneously said “goodbye” to a tumultuous decade and laid the groundwork for a future full of hope. We are proud of our commitment to being a good citizen of the world.  We look forward to sharing the journey with you in our blog post series on Performance, People, and Planet, and we hope it will inspire you to read our 2010 Southwest Airlines One Report™, which, in an effort to conserve our natural resources, can only be found online at www.southwest.com/citizenship.    ... View more