Southwest Airlines Community

At Southwest, we honor three basic tenants: to have a Servant’s Heart, a Warrior Spirit, and a Fun-LUVing Attitude.  When I started working for the company almost three years ago, I was happy to know that I was already living those standards thanks to the qualities instilled within me by my family, teachers, and friends.  I was honored to know a very special person who helped me realize the value of FUN.  Zinn was there for me throughout high school, but I didn’t get a chance to be in her English class.  I was in every club she sponsored and helped with many special projects during my tenure there (I could go into all the amazing conversations we had, but that would end up being longer than the Harry Potter books).  She always conveyed the spirit of fun in everything she did which made her a very beloved teacher that everyone gravitated toward.  Fast-forward 12 years when I was accepted into my masters program in teaching.  I was super elated to discover she was my new supervising professor!  After a very busy (somewhat stressful) and successful year, our final in Zinn's class was to enjoy three hours doing something fun, as well as choose a token from two huge boxes of stuff that she dumped on the table (knick-knacks, sundries, and whatnots that she had collected over her many years).  I chose a small plush rainbow dolphin for my keychain.  During the next three years of teaching music and drama, I had this dolphin on my lanyard, bag, or keychain; it was constantly with me to remind me to not stress, to enjoy every moment, and live each day with some fun.  I tried to pass her teachings on to my own students through creative lesson plans or the music we performed. When I left that position I had inadvertently boxed up the dolphin with all of my teaching supplies and set it aside.  Move ahead to 2010, while working my new job at Southwest, when someone reminded me of a small gift they had received and how much this little token meant to them.  I smiled and fondly shared my story of my dolphin and the teacher who taught me to have fun.  I went home and searched frantically for this dolphin because it represented FUN, and that is something that I knew I needed to recreate in my life again.  After locating it, I set it in my car to be with me on all of my new fabulous journeys throughout life.  The other night I was left heartbroken, when I had learned that Zinn had passed away.  I immediately got my dolphin and just sat there stunned at the loss of this visionary artist and teacher.  I have worn it on my lanyard now in her honor and will continue to do so in loving memory of the love and fun we shared.  I can continue to have fun at work on a daily basis, making people smile and reduce stress in the workplace.   As her son wrote on Facebook, he is looking forward to the ‘Sillybration’ of her life, which totally makes sense to those who knew her. Feel free to print this out and put this up at your workplace or home to remind yourself to have fun and not stress.  ... View more

We get tens of thousands of phone calls a day, but every now and then we get a gem that is engrained in our memories and hearts forever.  Sometimes we are fortunate enough to book a fare for a celebrity, or talk to a head of state.  Sometimes, we get the occasional Customer who pulls at our heart strings.    And then there is Henry.    Henry came to us late on a Saturday night, about an hour from the end of the closing shift here in Phoenix. Work was winding down, and Employees were wrapping things up.  I was finishing up my closing reports when I heard an agent repeatedly asking, “Henry?” I listened more closely and heard the Agent ask “Henry? Are you there?” “Henry? Wake up Henry!” followed closely, a little louder. Of course, we were concerned for Henry, in case he had fallen or something.  I walked over to the Agent who had the attention of the other few agents sitting near, and I asked her what she heard.  She smiled and said, “I think Henry fell asleep.  I can hear him snoring!”  We all giggled a little bit as she continued to try and wake up Henry, then returned to our desks.  After a couple minutes, we heard “Oh Henry! I think you fell asleep!” We all applauded the efforts of our Agent for waking our Customer.  Henry went on to explain how late it was and how grateful he was for our Agent to care enough to stay on the line with him and wake him from his brief slumber.  To this day, there are a handful of us that remember Henry. All we have to do is say, “wake up Henry,” and a warm smile comes to our faces. ... View more

We all have things about our jobs that we dread each day.  For most of us, there is a glimmer of hope that enables us to tolerate where we work.  Here at Southwest Airlines, they not only treat us well, but we come to work each day looking forward to the special family-oriented environment.   I remember coming in for the first day here at the Customer Service and Support center in Phoenix.  I was overwhelmed with the new job. Making my maiden voyage to the breakroom, something caught my eye: not one, but two huge ice machines. An ear-to-ear grin formed.  I was so excited over what many would see as a basic breakroom item.  Every single day since I started here, I visit with the ice machine.  We have a very special relationship. Of course living in the Valley of the Sun, it makes sense.  But this goes far beyond quenching my desire to cool down. My Coworkers are aware I have an affinity for the ice machine, but we all share one common adoration at the Phoenix Center: the People. We have a team leader, Edith, who has a special gift for the culinary arts.  She started 'Soup Saturday,' when she makes a giant batch of soup.  The soupy fare ranges from chicken noodle to beans and franks, left on the counter for Employees to enjoy. Over the years, Soup Saturday has evolved to what we now call the "PC Café." Employees have pitched in donations varying from a popcorn machine, a hot dog cooker, crock pots, and the heavier machinery: two ovens. Every weekend, Edith donates her time and talents to whip up a multitude of delicious foods and treats for sale. Edith isn't alone.  We have another Agent, Janice, who started a tradition here that also involves food.  We leave out a couple loaves of bread, a couple jars of jam/jelly, and peanut butter.  A donation jar, and you have a quick snack to help you get through the day. The simple gesture is enough to help anyone be more productive. Then there's Patti P.  If you get her taking your reservation, you will discover a bright and shiny individual set on making your phone experience as pleasant as possible.  Patti P. is equally bright off the phone, donating pens that seem to constantly disappear to the Agents and Admins.  She sings us songs when we need a pick-me-up, and created a billboard in our breakroom that highlights the wonderful Spirit of all of us here at the Phoenix Center. We're all here for the People, whether it's our Customers or each other. People are number one, but dig a bit deeper and you find that food comes in a close second. However, that's all trumped by the one thing that helped me realize this is the best place to work: the Ice Machine. I mean, really... it's an Ice Machine.  ICE!  How cool is that? (Get it?) ... View more