“Southwest Airlines empowers me to be an advocate for my Customers.”
—Cassandra Gess, Customer Service Supervisor
If you’ve heard singing and laughing through the Nashville airport’s gate speakers, there’s a good chance you’ve been around Customer Service Supervisor Cassandra Gess. Working at an airport can be stressful, but the ups and downs don’t keep Cassandra from her favorite hobby—laughter. Whether she’s cracking jokes with Customers, Coworkers, or fellow Nashvillians at an open mic night, Cassandra says as long as she’s laughing, she’s good. She shows her Warrior Spirit, Servant’s Heart, and Fun-LUVing Attitude wherever she goes, which is evident through her service at Ronald McDonald House and her participation on Southwest Culture Committees, both local and Companywide. Thank you for keeping a smile on our faces, Cassandra!
Wedding Bells “When we were asked to make an announcement in our Baggage Service Office for a newly engaged couple, we made signs and got flowers, champagne, and a photographer!”
Ripple Effect “If I’m doing right by my Customers, I’m also doing right by my Company, both of which are very important to me.”
Take a Hike “Within a few hours of Nashville, there are some beautiful trails, swimming holes, and waterfalls. Check out Fall Creek Falls, Radnor Lake, or Cumberland Caverns.”
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Did you know that there are Southwest Airlines Employees in Dallas, Texas, who are dedicated to each and every part of your flight, from planning which Crew will be serving you, to which route your plane will take? These Employees are at the very heart of our complex network and work in a brand new, state-of-the-art facility called the Network Operations Control (NOC). They are the nerve center of Southwest Airlines, working around the clock to maximize the Customer Experience on each of our 3,600 daily departures.
In this video, we give you an inside look into the “nerve center” of Southwest Airlines. As you will see, the NOC works around the clock help our operation and Employees best serve you—our Customers.
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08-26-2013
03:00 PM
13 Loves
School supplies have taken over store aisles and yellow buses are returning to the roadways—it’s officially back to school season! As the school bell is ringing for children across the nation, our Pilots are also thinking about returning to the classroom with Southwest’s Adopt-A-Pilot Program. With program registration opening for Pilots this week, Southwest and AirTran Pilots have the opportunity to contribute and show their Servants’ Hearts to their local community through participating in the program.
Adopt-A-Pilot started in 1997 as a community outreach program and has grown from 50 classrooms to reaching more than 40,000 students nationwide. Each spring, Pilots are matched with a fifth-grade classroom of students and true to the SOUTHWEST SPIRIT, Pilots make learning FUN every year with creative lesson plans and inventive projects. Between the Adopt-A-Pilot guide and the Pilot’s imagination, the sky is truly the limit—and no two Pilots teach their class the same way.
Pilots can tailor the program to their classroom, like Joe Rzeszotko did in O'Fallon, Missouri. The teachers at his school asked for him to provide a heavy emphasis on math and science, and Joe just so happens to have an engineering degree. He borrowed some aeronautical equipment and was able to demonstrate an in-depth understanding of how airplanes work to his eager fifth-grade students.
Kevin Ellis and Joe McKamey also went above and beyond with the class they co-taught in Peachtree City, Georgia. They arranged for a field trip to the AirTran Training Center in Atlanta, where their lucky students experienced hands-on emergency equipment training, viewed the cabin smoke trainers, and climbed in life rafts. Kevin and Joe also arranged for two Simulator Instructors to show the children the simulator, fly a pattern, and land. Their 45 students definitely had a day to remember!
The past 16 years of Adopt-A-Pilot have been a blast for the teachers, students, and Pilots alike and we can’t wait to see what the 2014 season will bring. With 9,000 Pilots volunteering for the 2012-2013 school year, we expect that this year will be even more FUN than last. Stay tuned for more glimpses into this program and the difference it is making in our communities!
#LUVFromtheHeart
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06-26-2013
01:40 PM
83 Loves
Everyone says that time flies when you’re having FUN, and Albany International Airport (ALB) Ramp Supervisor Patrick Leahy couldn’t agree more. As with all Ramp Employees in the airline industry, Patrick’s career under the wing has included bags, tugs, and bin slips; however, his four years at Southwest have flown by with added tricks to the standard industry resume. “We have pulled some great pranks up here in ALB,” Patrick recalls. “We have tin-foiled our Admin’s office, filled my Leader’s office with balloons, and turned another office into the beach. You have to have a good time while at work!” The ability to display a Fun-LUVing Attitude while at work is exactly what propelled him to the Careers page on southwest.com. A decade-long veteran in the airline business, Patrick had heard stories about how Southwest Employees were treated and finally witnessed it firsthand while temping in ALB. Now that he’s part of the Family, he can’t imagine a day of work without adding a little bit of FUN into the routine. "I hear people complaining all the time about how much they hate their job and how they don’t want to go to work,” Patrick said. “I was one of those people for the first ten years of my career, and now that I’m at Southwest, I’ve learned that work can be FUN, and I look forward to coming in every day.” Despite the helium chaos he created in their offices, Patrick’s Leaders can’t hold him in anything but the highest regard, and they know that he works even harder than he plays. “Patrick can be counted on to do any task asked of him,” said ALB Station Manager John Ryckman. “When Pat is working, I do not have any worries about our operation.” Luckily for John (and the ALB operation), Patrick is never one to miss a day of work. He has received Perfect Attendance awards for several years and is aiming to do the same in 2013. For Patrick, coming in for a shift is easy when you can have a good time doing your job and work at a Station like ALB. “I like working in a smaller Station since it allows more exposure with other departments,” Patrick said. “It also allows you to get to know everyone that you’re working with on a more personal level. I LUV how every day is different and presents a new set of challenges.” Patrick doesn’t reserve his FUN personality for work—he displays both his LUV for a challenge and Warrior Spirit on the hockey rink several times a week. He is also an avid sports fan, watching baseball and hockey regularly. Being hired into the Company as a Ramp Supervisor, Patrick had to learn the Southwest Leadership style quickly. John said that hasn’t been a problem for Patrick, particularly with his ability to relate to others. As ALB’s 2012 Leader of the Year, Patrick has clearly demonstrated that he knows how to Lead with LUV while Living the Southwest Way. “Patrick is probably one of the best overall Leaders I have ever had the pleasure of working with,” John said. “He is respected by all his Teammembers whether they are Peers, Agents, or myself. I have learned as much from him as a Leader as I have from any other Leader I have worked with in my career at SWA.”
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01-24-2013
03:51 PM
295 Loves
When Kim Shorter first sat down to eat lunch at Southwest, she could have sworn she’d stepped into a time machine back into the days of recess and Jell-O packs.
“Everyone asks each other, ‘What are you eating? Do you want to swap?’ and exclaims, ‘You have to try this!’ It’s like elementary school again,” said Kim.
Those same Coworkers who swap lunches and food opinions are also the ones who made Kim want to join the FUN of Southwest.
“I worked as a wheelchair coordinator with a contract company and had the opportunity to work closely with the Southwest Operations Agents,” said Kim. “I saw how much they LUVed their job and realized that I really wanted to become part of the Southwest Family. Now that they’re my Coworkers, they keep me motivated by always making me laugh and smile!”
Kim is a Ramp agent at Kansas City International Airport (MCI) and is responsible for loading and getting Customer’s bags on to the right plane, “marshaling in” aircraft (guiding the plane to the gate by using the lighted ramp wands), and “pushing” the aircraft back out to the runway using the ground service equipment. Kim’s ability to remain positive has been one of her most outstanding qualities, according to MCI Ramp Supervisor Kevin Parks.
“She has the most positive attitude I have ever encountered,” said Kevin. “She is always willing to help someone out and is constantly going above and beyond.”
Always able to laugh at a situation, Kim recalls her first time marshaling in an aircraft with fondness and a few chuckles.
“I was so nervous and excited that I stopped the aircraft about a foot from the line,” she said. “My Coworkers and I were laughing, and I looked up to see that the Pilot was laughing too! I think that he could definitely tell that I was new.”
Since the first time she pushed a plane, Kim has clearly become more experienced and is now known for her preparedness and proactive actions.
“Kim is always ready for her flight, helps with the MCI recycling program, and doesn’t need supervision,” said MCI Operations Supervisor Tom Danner. “She goes above and beyond for our Customers, both Internal and External.”
While she knows that she does a good job on her own, Kim credits her success and happiness on the job with the support that she gets from her Coworkers.
“I really LUV my job because I will come back from an aircraft and hear a ‘great job’ from an Operations Agent, a ‘smooth push’ from my Pilot, or my Supervisor will say ‘thanks for taking care of that,’” said Kim. “I LUV that I can go out there and do a wonderful job with their support!”
We LUV having Kim onboard!
I interviewed Kim to find out a little bit about who she is when she isn’t working with our Red-Bellied planes.
What do you like to do when you’re not at work?
I love to knit! It’s my favorite hobby, and I use it to make hats for my Coworkers and their children.
If you could go anywhere in the world, where would it be and why?
Any place there is a beach where I can snorkel! I love to swim and see the colorful fish and coral.
If you could be Gary Kelly for one day, what would you do?
I LUV how Southwest does charity work, so I would donate a whole day’s revenue to a charity that is low in funds!
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11-28-2012
05:34 PM
243 Loves
Our television advertisements have always been known to incite laughter, provide quotable lines, and, of course, encourage America to fly on the LUV airline. But for Franky Van De Marimba, they inspired even more than chuckles and a ticket purchase. When Franky sat in front of the TV and watched Southwest ads flash across the screen, he started to realize how well he would fit with the smiling faces, and he finally listened to all the people who had told him that he should become part of Southwest.
Now that he is a Southwest Customer Service Agent, our Employees at Tampa International Airport (TPA) are glad to have him in the Family.
“Franky previously worked for another carrier and has brought a wealth of knowledge and experience to Southwest,” said Jay McVay, TPA Manager of Ramp and Operations. “His daily work performance is exceptional, his attitude is second to none, and most importantly, he treats our Customers with respect and dignity regardless of the situation.”
For Franky, the ability to provide quality Customer Service is one of the best parts about his job in TPA.
“I love the flexibility and empowerment that I have to offer great Customer Service,” Franky said. “Plus the Teamwork between Agents and Supervisors make TPA such a great place to work, not to mention that our Leadership is always courteous and helpful.”
It is clear that he doesn’t take his part of the TPA Team for granted, but he also doesn’t take his role in the country lightly, either. As a new United States citizen, Franky is more aware of the long road that is ahead of anyone wanting to gain citizenship.
“After so many long years in the USA, getting my citizenship has been one of my greatest accomplishments,” Franky said. “Most people think it’s just a piece of cake, but the process is long, and I could certainly tell you a lot of stories about it. But yes, it was worth the waiting!”
The dedication, patience, and attitude that it took for Franky to become an American is evident in his interaction with Customers.
“Franky has a great attitude and the Customers are very vocal about enjoying interacting with him,” Jay said. “His pleasant demeanor draws people to him, and he has a knack for making the best of even the most difficult situations during irregular operations.”
When he is not providing Positively Outrageous Service, Franky says he likes to rest up before coming back to do it all over again, as well as find other ways of reenergizing.
“One of my passions is traveling, even if only for a day. It helps me rejuvenate my mind and soul!” said Franky.
No one knows the hardships of traveling like a frequent traveler, and it is apparent that Franky has used his LUV of exploration to provide even better service to our Customers and become a more valuable member of the TPA Team.
“Franky has already proven himself to be an asset to the Company,” said Jay.
Thanks for bringing your Fun-LUVing personality into our Family, Franky!
Meet Franky
Three things you may not have known about this TPA super star!
If you could go anywhere in the world, where would it be and why?
Honestly, I want to go visit every country in the world because every one of them is different and has its own unique cultures, and I enjoy that. My favorite is Bali Island because the cultures blend so uniquely, the people are so warm and pleasant, the foods are fantastic, the weather is so gorgeous, and you pretty much can find anything you want and need for an affordable price.
What keeps you motivated and helps you stay positive?
I believe in the goodness of people and life, and my spiritual relationship keeps me motivated.
If you could have one super power, what would it be and why?
The power to heal, so I am able to cure for any kind or type of disease, and the world can be a better place to live.
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It would be an understatement to say that Stan Selix had some airline experience before starting with Southwest. He was a Station Manager with an airline consulting firm in Orlando, owned and operated his own airfreight forwarding business in Kansas City, and worked for a scheduled charter airline in Philadelphia. Stan made his way to SWA after a loyal Customer from his airfreight business, who was also a longtime Southwest Cargo Customer, recognized how well Stan’s Warrior Spirit would fit with SWA and encouraged him to apply. When the position opened, Stan finally listened to her recommendation and joined the SWA Family as a parttime Operations Agent at Kansas City International Airport (MCI) in October 2010.
And fit he has! Stan became a fulltime Agent, and his obvious Warrior Spirit and Servant’s Heart quickly led him to be promoted to an Operations Supervisor last September.
“Stan excelled in performing the duties and responsibilities of an Operations Agent, all the way from his Customer Service to his commitment to ontime performance,” said MCI Operations Supervisor Ed McCoy
His dedication to our Customers and operations was recognized when he was awarded the MCI Operations Employee of the Month in January 2011, not long after being hired.
Stan says the best part of his job is his MCI Family.
“My favorite part about the Station is the people within it,” Stan said. “It’s a great bunch, and they’re really FUN to work with.”
According to Ed, the feeling is mutual.
“He is respected by his peers—not only in Operations, but in Customer Service and Ramp as well,” Ed said.
For Stan, people are what make the difference, and Southwest Airlines knows all about that.
“I have been pleasantly surprised at how well Southwest takes care of its Employees,” Stan said. “They work very hard to watch out for their own.”
I interviewed Stan to learn even more about his passions outside of work.
Tell us about your family.
My wife has been in the trucking industry for over 25 years (and is very good at what she does, I might add), and our teenage daughter enjoys playing softball and piano. We also have two sons who work and live in the area, so we are fortunate to see them often. Keeping up with and taking care of my family helps me stay positive.
What do you like to do when you’re not at work?
I am an avid golfer, and I love to watch St. Louis Cardinals baseball. Go Redbirds!
If you could go anywhere in the world, where would it be and why?
Australia—I’ve never been, and I’ve heard it’s great!
What would you ask Herb Kelleher, Southwest Airlines Co-Founder and Chairman Emeritus, if you ever met him?
He has probably already been asked, but I would ask if he really thought the Company would grow to be as big and prosperous as it is today when they drew the triangle on the cocktail napkin.
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While our witty advertisements and low fares have helped set us apart from the other guys for 41 years, Customers always tell us that our Employees are the reason that Southwest consistently wins the hearts of America. Whether it’s a bright smile in a tough situation or relentless attention to Customer needs, our Employees certainly set the bar for Positively Outrageous Customer Service! If you’re ever flying through San Diego International Airport (SAN), there is no doubt that you will experience our commitment to our Customers—particularly if you come into contact with Jessica Hanssen, a Customer Service Supervisor. Any of her Coworkers will tell you that the SOUTHWEST SPIRIT runs in Jessica’s blood, and not just because she is the daughter of a pilot and sister to a flight attendant. Her passion for the aviation industry is just as visible through her actions as in her bloodstream. “Jessica is a Customer Service Employee that is to be modeled after,” said SAN Manager of Customer Service Julie Gallagher. “Her Fun-LUVing personality is contagious, and she not only shares her SPIRIT with her Customers, but also with her Team.” For Jessica, the best part about her job is that it isn’t a job at all. “These days when it comes to having a job or career, it’s just work for people, and they are driven by the money they make,” Jessica said. “But since coming to Southwest, the thing that has surprised me the most is that everyone is like me—they all want to come to work, help people, and be part of the Southwest Team! It’s a breath of fresh air when everyone is driven by the same motivations to try and reach the same goals.” Jessica was not on the SAN Team very long before she was promoted to Supervisor, particularly since she hit the ground running and quickly proved to be a very quick learner of both the technology and SOUTHWEST SPIRIT. “Since her first day, Jessica has been a shining star,” said SAN Assistant Station Manager Eleonor Pimentel. “She has a permanent smile on her face and works well in all areas, counters, and gates. The Baggage Service Office (BSO) has proven to be an area where her personality and constant smile have deterred Customers from getting upset.” Jessica has become known for her ability to provide fantastic Customer Service; but for her, it’s as simple as actually enjoying helping people and treating everyone as she would like to be treated. “Believe it or not, people make me happy,” Jessica said. “Yes, even the angry ones—they are the ones who give me the opportunity to turn their whole experience around!” It is clear that Jessica does not hesitate to lend a helping hand and get involved, which she has done in SAN by joining the Culture Committee, helping at Station events, and assisting new Agents. “Having a Servant’s Heart describes Jessica perfectly—she goes the extra mile to help people,” said SAN Customer Service Supervisor Katie Kuhn. “Jessica is a vital part of the SAN Team!” I interviewed Jessica to find out a little bit about who she is off the clock. Share an interesting story about yourself. I will do almost anything to make people laugh. For one of my Christmas presents a couple years ago, my sisters gave me a horn for my car that plays 39 different tunes. Some of the tunes include, “Oh, What a Beautiful Morning,” “Happy Birthday,” and the “Pink Panther.” It also has a piano keyboard, so I can play my own tunes! I love cruising around playing tunes for people walking on the sidewalks. Every expression I get and the laughter that comes after is all worth it. If you could have one super power, what would it be and why? If I could have one super power, I would want to be able to freeze time. That way I could make sure everyone always made their flights and their connections! We would never take a delay, no matter what the issue. No bag would ever be delayed or lost because I would be able to find it while everyone was frozen. It would pretty much allow for a perfect world and for 100 percent satisfied Southwest Customers! What keeps you motivated and helps you stay positive? I think a lot of people tend to focus on the bad in this world and overlook the good. The thing is, there is way more good than there is bad, and this motivates me to prove it. It’s the little things that leave people in awe, such as opening a door for someone, using more pleases and thank yous, helping someone get their bag off the carousel, escorting someone to their gate, and much more. Just imagine people’s reaction if someone were to go above and beyond those little things. That’s why I am always excited for tomorrow—because one never knows what will happen!
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