Southwest Airlines Community

Brian...got me wishin' for spring - we wound up with six more inches of snow and baseball opening day for our minor league team is April 9th! As much as I love a few "big league" games in Detroit, nothing beats the fun and energy of a minor league team. Our own West Michigan Whitecaps had a fantastic year and as a Class A team for the Detroit Tigers, they had a hot season last year, winning the Midwest League Championship....wonder if they will have what it takes this year. If you have the opportunity - give minor league baseball a try... I can smell the grass and hotdogs, hear the crack of the bat and "get yer peanuts here" and feel the summer breeze.... I AM SO READY FOR SPRING!!!! (and baseball.....) Enjoyed the post. Thanks for the fun. Jenny ... View more

Brian, Thank you for sharing such a terrific article. You are fortunate to work with a woman that recognizes the power of relationships. You are also fortunate to work with a woman who has the ability to trust she has the right people in the right positions in order to handle any situation that may arise. This organization is to say the least "amazing" - I applaud each and every employee for being who they are and not who they think they should be. It is refreshing and welcoming - like an old friend. Keep up the great work. Oh, by the way...have you ever tried "What would you do for a Klondike Bar Friday?" In my former life (before full time mom), I was the Ticket Manager for a minor league baseball organization. My staff, a dedicated bunch of college kids needed a boost during the long hours of the season. We played "What would you do for a Klondike Bar?" These kids came up with some great challenges from singing the entire theme song of the "Brady Bunch" to running out front of the stadium singing our theme song. It wasn't long after word spread how much fun the box office was having, that group sales and corporate sales wanted to join the fun. Needless to say, a few "KFs" motivated and showed the staff it is ok to have fun at work. Try it. It's a blast. Jenny Frasco ... View more

Micah, Browse around the blog - so many stories already here and so many resources to tap! Good luck with your speech tournament. I've never heard of one - what is the format? Ultimately, you will find the teamwork is achieved by the shared goal and shared knowledge of all Employees. While there are specific jobs and unions, each person knows and understands what it takes to reach the end result - they understand they all need each other to get the job done and no one person is more important than the other. That is true teamwork. I worked on a project late last year, two texts were recommended: Jody Hoffer Gittell The Southwest Airlines Way as well as Freiberg & Freiberg Nuts! There are personal accounts and wonderful stories to supplement your speech. Good luck - you will find inspiration within the blog - isn't it fantastic?! Let us know how it goes! Jenny Frasco ... View more

Explanation of turbulence from an five year old boy: "Does God have gas?" Go figure. Wonder who pulled the finger? Jenny Frasco ... View more

I have to agree with Tommy Blog - each day I get older I thank goodness I don't have to revisit the past! I am as my dad says "on the backside of 30" and I've decided to start doing the things I've always wanted to do - some are inspired by "Before I'm 40 I want to..." but for the most part...I'm looking forward to the day! Life does get better, maybe because our eyes don't see the imperfections and our brains won't let us remember 'em - so enjoy this year...if you are really looking for something to do, complete a marathon. That's my resolution for this year! Happy Birthday and Congratulations! Jenny Frasco ... View more

Hey Jeff, I know you guys can assist in building houses in seven days as well as restoring faith in humanity...so getting Ann a lunch date with Tony Romo should be a cinch! She is obviously hard working and dedicated. She brightens the office and shares her enthusiasm! Gosh, can't think of a cooler way to say "you go girl" than to let her dine with someone she LUVS! (I;m serious, someone should make this happen - if not lunch, at least a meet and greet)! Ann is an inspiration to us all and I can't thank you enough for sharing her story with us and proves we are only limited by the hurdles we place before ourselves. The message here is clear, Ann has found a place that understands her strengths and encourages her to do her best. We should all try to do the same, no matter what task is placed before us. I think you are right - if Tony Romo could spend time with Ann, he'd see what makes a woman "real" and sincere. A heart of gold. A can do attitude. A sense of family and a LUV of CAKE!!!! :) Jenny Frasco (can I be a BLOG GAL?) ... View more

I can't recall anything at the airport but I do have a funny in-flight.... Many moons ago I smoked. I was aboard a flight to Spain and I was craving an after dinner smoke. Force of habit, I grabbed my coat and put it on, heading to the "smoking section." On my way there a flight attendant joked: "Good thing you put your coat on, its cold out there." I look back on that moment and smile - what on earth did I need my coat for? Now I love the fact I can sit in an airport waiting for flights without trying to figure out a way to get outside for that last puff... ... View more

Dena, Perhaps a more cost effective way of "recycling" T-Shirts now would be to make throw pillows...sweet dreams.... Cool idea and a priceless gift. Jenny Frasco ... View more

Alright! After reading the initial post by Brian, I thought I'd make my New Year resolution to read the dictionary. NOW I'm wondering if there is a dictionary out there for text message shorthand! (If there isn't lets compile one and make it a NY Times best seller). Kim, I've never read the book "Texas" but I have read "Whirlwind" and if that book was written in telegraphese (or text message format today) - I would've put it down without ever finishing it! Now for the dictionary, should be start with the phrase and put the letters behind it, OR put the various phrases under each shorthand entry... For example: TGIF 1. Thank God it's Friday 2. Thank God I'm Female 3. Toes Go In First. Oh - and how do you know which definition you are using? If I use TGIF in regard to the day of the week, and Kim uses it to help remind others Toes Go in First and Donna wants to express her joy of being woman....how on earth do we communicate correctly?! I think I'm with Francisco on this one.....never right, write, a complete sentence and just leave everyone wondering what you.... Jenny Frasco ... View more

Kirk, I don't know why Southwest doesn't have an open calendar when booking a trip - but what I DO know is that each and EVERY time I've waited, it has been worth the wait to book the flight! Not only have I found the fares to be lower, I always arrive on time and never have that horrible feeling of being "stuck" somewhere or missing a connection. Good things come to those who wait! Mary, I agree, what a way to make an impact upon our lives in the New Year. Everyday I turn on the news and read the paper and I am met with such tales of hate. From the news report from New Orleans having 14 murders in just six days, to the tale of the 3 year old boy wandering on the Interstate in Indianapolis it sickens me to know human kind can devalue LIFE! Yet, when you are able to read stories of generosity and kindness it warms the heart and it is contagious! Giving is something each and every one of us can do! Sometimes I think we are often met with many requests for donations we simply open the wallet and fork the cash over without really understanding who, what and how we are making an impact. While we often think of "paying it forward" through instances like Bill's (being short on cash) - we can often "pay it forward" through our time and service to a person as well. Maybe you have a co-worker struggling through a difficult time - make a meal and deliver it. Perhaps your neighbor is trying to help out at her child's school but has a baby at home and has to find a sitter - volunteer time to watch the child! From yard work, housework and basic living - everyone can always use a hand...pay it forward in everyday and life and instead of hate, we can build community. Bill, for the record, I can publicly thank the woman at the Toledo zoo who came with extra tickets to the very special "Lights Before Christmas" event and saw me counting my bills (the admission was more than I anticipated) - she gave my children tickets to get in which only left my admission. It was difficult to accept - but I welcomed and thanked her. Her reply "Pay it Forward" I'm planning on it. Happy New Year! Jenny Frasco ... View more

Leah, As Kim acknowledged, how is the SWA career path coming? I've checked out the blogs and the FA site as well and I know you had interviews for the FA position and if I'm not mistaken, recently a CSA position. I read with interest your desire and anticipation - as I can completely understand your passion and desire to work for this organization! Were you the one who also certified in ASL? I teach sign language to babies (and their caregivers) to help the babies communicate with less frustration and crying....there are so many signs to remember and I know it is quite a task to accomplish another language. Hope the New Year brings wonderful opportunity - like Kim said, send in your pictures, as there are those of us who live through the words and stories of others adventures...:) Jenny Frasco ... View more

Francisco - This is way off topic - but I'm just dying to know...the treadmills on ship - is your vessel that steady you can run and not lose balance?! I have this mental picture in my head and while it is not actually funny...it is! Let's say, you are running - at a good pace and wham - the waves pick up, rocking the ship a bit...and you lose balance on the moving belt. Has anyone ever fallen off? I've fallen off mine and I'm on land (I run like I drive - turn my head that is the direction I go). Congrats on the miles...65! Wow! You ought to see if there is a medal for a treadmill marathon....there has to be one out there somewhere.... Again, Merry Christmas, enjoy being home and know we are very thankful for your service...share the message with your fellow sailors. Jenny ... View more

I will be waiting for the New Year! New posts, new topics, new folks...new, new, new! Now that 2006 is winding down, wish you all the best for 2007. Thanks for a great site, you ROCK! Francisco - thanks for your comments and your service to our country. Enjoy your Christmas with the family and eat as much as you can! Jenny ... View more

Could you tell me what would happen if you took the screw out??? Maybe a seat would move or a door would fall off....haven't a clue but I'll be checking in to find out.... I have more pressing things to do right now...like produce a 20 sec. commercial! Keep us posted! Jenny ... View more

I really enjoyed the storyline - and proud you can foster and support your daughter's efforts, knowing what she wants to do and following in the footsteps of her father. Our youth, often times, get lost. Not knowing who or what they want to be. Sometimes it is a lack of motivation - mostly though, I believe youth lack the inspiration to dream and to follow their dreams. A strong male role model, bonding time and even more a father that is connected with his child. Now. Get back to work. You have a flight education to help pay for! :) Thanks for sharing and sharing with the world - its OK to keep your head in the clouds. Jenny Frasco ... View more

Kim, The best part about this paper is the ability to get side-tracked and wrapped up in reading the endless stories and comments in this blog! As I sit surrounded by a pile of papers and books - I always find myself reducing the window to Word and coming back here! I had an idea for the paper, and as most of my projects start out - they go in an entirely different direction. I just let the paper go, where it leads and this time it lead me in the direction of relationship building. Our society has changed - from a time of small villages where everybody knew everyone - we have large metropolitan and suburban areas where you are lucky to even see your neighbor spending time outside. Holiday shopping, once a joy has turned into a nightmare with corporations feeding the frenzy by only offering a limited quantity of items at rock bottom prices. People are called nasty names, beat up, shot and even killed because of greed. People like me, avoid the shopping centers and malls and would rather shop online because frazzled and rude employees who could careless and people that would rather drop the door on you than hold it annoy me! So, basically, where does this lead us? We don't spend time developing relationships (I'm just as guilty) and I'm beginning to think, we don't know how to even develop them! When was the last time you walked in the grocery and had a meaningful conversation with the cashier? Most of the time people are annoyed if you are talking as it slows the line way down. How about in church? When was the last time you took the time to walk up to someone you do not know and introduce yourself? In business, when was the last time you sat down with a front line employee at lunch to see how it was going? (I think of the Friends episode with Ross and Joey). I know people in sales and they are always very personable, it is what makes them good salesmen. But what about those who provide a service like mail delivery or trash pick up - do you know who they are? Chances are you don't .... Yet, there are organizations out there who try to establish relationships. In the US just 8 percent of the total Fortune 500 companies have blogs (Walsh, 2006) and Southwest....well is blogging...and building relationships internally and externally. Customers have the opportunity to comment on everything - from service, seating, snacks, Employees, the weather, football - just about anything. Employees have the same freedoms too (who knew an entire page could be written about candy corn) and this expression offers the opportunity to build relationships. We all have something to offer positive and negative... there is always something at stake in a relationship - that is what makes this so risky! I'm in love with Southwest. If I lived in Texas - I'd be banging on the front door for an interview. The entire organization captures what the human spirit is all about. Life. Love and the Pursuit of Happiness. To borrow (and expand) from your earlier post Happy Employees = Happy Customers = Increased Profits = Happier Employees! It is such a simple equation...yet, the answer lies in human relations. That is the process of my paper - use your social capital to its fullest, manage your knowledge and share what you know (greater understanding of the bigger picture is necessary) and manage it all with love. I'm still writing and have to present on the 7th. I'm planning to turn this project into something larger as there is so much to cover (and uncover) that I cannot even begin to say I have a great understanding with only three months of work. Hey, aren't you glad you asked? Take care, enjoy the holiday season and where ever you travel - may you have a safe journey. Thanks for your incredible insight and quotes - I love reading your posts. Jenny ... View more

What struck me is how nice it is for the company to have an arrangement for holiday dinners. My husband has a job that requires out of town holiday work as well...but unfortunately with the way of the world these days...providing a holiday dinner for those away from home doesn't seem to be a big deal. (he ate a turkey sandwich from a deli) What a nice touch - to know, at least, even though you have to work, the company recognizes your sacrifice - and tries to make it just a little better by "setting up" these arrangements. Jenny ... View more

Darrell, It may feel as if you are being "vilified" - feelings are what they are - emotions we can only experience as our brains and hearts allow. Yet, as an outside participant, I can only say I hardly see you as being "vilified" what I do see is a man, who found the perfect venue to share his story, his feelings and discontent about a system that failed his expectations. Wouldn't you agree, being able to write a "public comment card" is something very few organizations feature on their sites? The blog aside, I would imagine your comments are not being ignored. The issue of unruly passengers (regardless of age) is something I'm sure the airline is continually trying to educate their staff members in handling appropriately. You and I, we don't know...but we can let Corporate know when there is something we like or don't like. For the blog, I must say your post has generated quite a lively discussion - passion and debate and it is wonderful. I know you said you would keep sounding off and you would keep flying SWA. Take notes, let them know what is happening on the flights, because truth be told - how will they know if we don't tell? Open seating or assigned - that may not change but what about how FAs and other staff handle unruly passengers...and what classifies unruly...may have some play - It seems the FA should've just left the woman alone, and moved on to another passenger who wouldn't mind helping accommodate the man and his children. Did the FA ask the woman to move so the man and kids could sit together? Or was the issue the woman asked for help from the FA and was then ridiculed? I'm not that old, but I've decided I've earned the right to call it as I see it. I wish more of us would be so bold - perhaps the next time, you can, as you feel comfortable, say something directly to the FA - not mean - not arrogant - just factual...and humor doesn't hurt...let her know, the woman shouldn't be a target simply because....(insert the issue)...and explain how you might deal with the kids....maybe you could've formed an alliance with the woman (kinda like Survivor right?) - teamed up to outsmart the system...who knows, its not really my point...or was it????? Not trying to stir the pot, just trying to understand what's in it... Keep posting - I enjoy it! Jenny Frasco ... View more

Roobah! I laughed! As a mom, my suggestion is to pack your carry-on with as much food as possible! Airport food = expensive - not only that, you can have a blast in the grocery trying to find the best snack ever. In the past I've carried on a full package of Oreos - you can make quite a few friends by sharing... Come to think of it - try a lunchable - all self contained - not sure about getting one with a drink box though...might have to leave it with the TSA... Hope you are flying for fun - have a great trip. Thanks for the humor. Jenny ... View more

Ok...I'm a mom of two rowdies - and while I prefer to strap them in a car seat and turn up the radio to ignore them I must admit, there are times when you simply need to fly. I understand Darrell's point and it seems the issue of contention is based upon the notion he was in the C boarding line and by the time he boarded had to sit in a middle seat (I think his bags went on a vacation too). Had I been on his flight, I'd have loaned him my kids for pre-boarding! Then I would've happily sat in a middle seat next to someone else and pretended those rowdy kids weren't mine! The last time I flew with my children was several years ago - the experience was a nightmare for me and it wasn't because of the airline (it was Southwest of course) it was my children. My son was three and daughter was turning one. I was stressed thinking she'd scream for the takeoff and landing - she managed that fine but had some awful cough for the majority of the flight. So the cough was annoying for everyone around me - that started the trouble, then my three year old had to use the "potty" - Ever try to fit THREE individuals in the bathroom - one of which is just getting used to the idea of toilets? Well, the plane was bouncing around so I instructed my son to sit on the toilet, figured we would have less to clean up - low and behold - he missed. I was crouched down holding my coughing daughter in one arm and holding my sons legs with the other arm. I came out of the potty drenched in urine. Got back to my seat and a woman leans from across the aisle and politely suggested I use a little salt on my daughters tongue to get her to stop coughing. I must've stared at this woman like she was crazy - I carry a lot of things, but salt is not one of them. She must've read my look and she dug around her purse and guess what! She had a little packet of salt! Desperate to try anything to get my little one to stop coughing - I put the salt on my finger and stuck it in her mouth. She stopped coughing! Then immediately threw up all over me. At that moment I would've given anything to be in a car - but instead I was stuck in the middle seat with a one year old on my lap and my son trapped in a window seat. I had another hour on the flight and I remember thinking how awful I smelled. So - I know it is a terrible notion to be on a flight with children. I know some kids are not very well behaved - but consider the energy a child has and cooping them up on an airplane isn't much fun for the parents either. Perhaps the next time you notice those rowdy kids, pay extra attention to the parents - especially those making the trip alone with little ones - it isn't fun for us and we feel the pressure and annoying looks. We don't like it any better than the rest of you. Thought you'd enjoy insight from the other side...one day you may have to travel with kids...empathy goes a long way.... Jenny ... View more

Mr. Lusk, Thank you for the "go ahead" - as for candy corn....well....let me think about that one! Jenny ... View more

Thank you Kim - for someone who claims not to know anything - you sure can write like you do! So, I suppose instead of asking if you "know anything" I should've been more specific or at least a bit more eloquent. Lord knows if you don't phrase something correctly it can get you in a heap of trouble! Mr. Lusk, the paper I am writing is based on organizational theory. In my personal experiences and from the many articles, books, web sources I've covered, Southwest Airlines has a strong basis within the Human Relations Theory and I am preparing to demonstrate this fact using the world of "blogs." It didn't take long for people to discover the power of the internet and the value it can have to making a single voice heard. Additionally, the world of the blog is another untapped form of finding what Customers like and don't like. This "innovation" and the fact SWA has created this venue for people to "sound off" in postive and negative ways is just another way SWA is progressive - innovative and willing to build relationships with its Employees and Customers. Inviting Customers like Kim to be guest bloggers is exciting - as you offer opportunity and it is way cool! I'd like to be able to use sections of the SWA blog in my paper - as evidence of the organizations basis in Human Relations - there is so much here - in different forms, I'd hate to miss out on being able to prove my point. I will cite accordingly and hope you do not take issue with use of materials. Would you grant me permission to use information from this site? Thank you for your time and attention - Kim, thank you for all you contribute to this site - I really enjoy your comments and humor - as my kids would say "you rock." Jenny ... View more

Kim, Wanted to let you know I'm really enjoying this blog and your insight/comments. I'm still working on my project. I'm learning so much about org. theory and in most instances, I pick up on certain aspects that fit SWA to a T! If you do not mind, I would love to introduce portions of the blog into my paper to demonstrate the human factor, progressivness of the org and the simple fact of a blog that lets people sound off in a public way! Not sure of the rules of the "blogsphere" - who owns what - but rest assured, I am fully dedicated to citing my sources completely! I love you are an outside source - that you are a huge fan of the org but can also demonstrate times where your experiences have been less than perfect. Darrell's sound off is a great case in point, something about a delayed bag set him in motion and he needed somewhere to shout his displeasure - what a great place to let people know how upset he is - it is proof this is not just a "suck up site" - but one that allows all posts - positive and negative to be written. Just out of curosity though, does southwest keep track of the number of negative vs positive instances of feedback? It would be very interesting to know the satisfaction rate of different types of service delivery. Let me know if you know anything. Happy November! Jenny Frasco ... View more

James, Thank you so much for the response. Yes, the information shared was insightful and again - demonstrates how Southwest shows appreciation for Employees and how you all understand it takes teamwork to be successful. This site is so awesome! Thank you for taking time out of your busy schedule to contribute and share your experiences. With much appreciation, Jenny Frasco ... View more

James, I am a student working on a semester project for an org. theory class. I wanted to learn a bit more about Southwest and have come to this blog for a ton of information you don't find anywhere else! Your Culture Committe sounds fascinating. You mentioned you were a part of the E-Team "Encouragment" - what other Teams are there and what are their functions. Additionally, places where I've been employeed in the past, there is a lot of grumbling about having to participate in anything "extra." Perhaps this is another characteristic of the Southwest Culture - everyone actually enjoys participating in events. You also mentioned there are 120 people - for a large group, how do you come together for the meetings? Do you have the opportunity to really get to know everyone on the committee? I laughed too at the comment posted about the fire department...how big of a scene did that cause??? Jenny Frasco ... View more

Makes me wish I could witness the view! Thank you for taking a moment to share, a simple story about the beauty of this country. I know too, I should close my eyes and try to see the beauty, capture the instant and know life is sometimes too short - thanks for the reminder to take the opportunity to enjoy the beauty of our land. On the very few occasions I get to fly, I usually sit on the aisle so I don't get squished by someone needing to sit in the middle seat. Next time, I may alter my routine and grab a window...see if I can capture a glimpse. Thank you. ... View more

Joe, I just bought "Nuts" online at Half.com. I've discovered the value of pre-owned cars and books. Glad to know my recent purchases are worthwhile. Joe, are you a loyal Customer or Employee? What motivated you to read both texts? Just curious. ... View more

Kim, Thank you for your comment! I'm currently reading the Jody Hoffer Gittel book (just started it actually) and will take your suggestion of looking at other threads and blogs. There is something about this company that screams "APPLY NOW" - and I'm wondering, from all your posts and insightful contributions why you haven't been swooped up by managment! If you don't mind my asking, what business are you in? I appreciate the time and energy for the reply - I'm really wanting to add much to this paper of the here and now - forums such as this blog as an effective technique as a sound board - all comments are posted, positive and negative - that in and of itself is quite intriguing! Thanks again, I'm going to be surfing and reading for the next few weeks. Jenny ... View more

I stumbled upon this blog while "googling" for information about Southwest. I am currently an MPA student at Grand Valley State U, Pew Campus, Grand Rapids, MI and am taking a course on Organizational Theory. It did not take me long to decide Soutwest Airlines would be my semester project - trouble is...we have to address a problem and gosh darn it, as an organization, you rock! I have several theories to choose from and culture is just one and this blog may just help my paper take shape! Observations from employees and clients - a special touch that is sure to make the paper more enjoyable to write in addtion to the "A" I'm going to earn! I would like comments about the culture, what sets Soutwest apart from all the rest and why, when airlines try to duplicate the success of Southwest, they fail. I'm going straight to the source...front lines and beyond! Anyone want to help me out? The first time I flew Southwest and the crew sang and danced in the aisle I didn't know what to think - I was nine years old and adults were having fun! Needless to say, from that first flight on, I was hooked...I only wish you flew out of Grand Rapids, MI. What do I need to do to make that happen???? Jenny Frasco ... View more