Southwest Airlines Community

James, I sure do envy you! Our nation's capital is a place that I cannot imagine ever getting enough of in terms of visiting and sightseeing. One place you might enjoy going to is the Old Post Office building ( http://www.oldpostofficedc.com/ ), which is on Pennsylvania Avenue about halfway between the White House and the Capitol. This historic building has a lot of eating places in the basement (it reminds me of Grand Central Terminal in NYC), and a neat observation area at the top of the tallest spire that offers a great view of the city. I took several memorable pictures from there. If you happen to be into stamp collecting, be sure to visit the National Postal Museum ( http://www.postalmuseum.si.edu/exhibits/2_exhibits.html ), which is a branch of the Smithsonian. Even though it is for ground-based transportation and not for you folks paid to fly around, it is hard to beat the beauty of Union Station ( http://www.unionstationdc.com/ ), another reminder of the size and majesty of Grand Central Terminal. The tour at the Bureau of Engraving and Printing ( http://www.moneyfactory.gov/ ) is interesting for both collectors AND spenders of U. S. currency, and although I haven't seen the place since it was recently remodeled, The National Archives ( http://www.archives.gov/ ) provides a wonderful opportunity to see several very significant documents from our history. Last, but certainly not least, I very strongly believe that everyone should visit the United States Holocaust Memorial Museum ( http://www.ushmm.org/ ). This is a powerfully moving experience that teaches us many important lessons and is likely to make a deep impression on you. Of course, us aviation buffs can't possibly resist the Udvar-Hazy Museum, as you've mentioned above and as discussed in an earlier thread in this blog. This annex to the Smithsonian was not open when I was last in D. C., so I hope to get back there to peruse their collection soon. Hope you get to spend more time there soon! Kim 🙂 ... View more

Diane, You're quite correct -- there's nothing like the "thrill of the chase". In the "old days" (I've got a few years on me, too), I can recall two times when I showed up at the gate in time to get that special prize: the plastic boarding pass with the number ONE on it! The first time it happened, I felt so very conflicted. I really needed to go on that trip, but leaving meant giving up my treasure! I wanted to stay there and just savor holding it in my hand, but alas, the time came and I relinquished it to the nice Employee who had to pry it out of my unyielding grip. He was stronger than me. Here's a suggestion: avoid the driving around to places with Internet connection and get yourself a BlackBerry. I can check in anywhere at 23:59 hours before the flight and I save all that gas! Kim :-) P. S. You're welcome to sit next to me anytime you'd like -- I'm nice! ... View more

Leah, Not only that, but he looks like he's really enjoying the group hug from all the pretty ladies!! Kim 🙂 ... View more

Joe, I've watched and re-watched the video, and I don't see Brian in the "audience", unless he was one of those out-of-focus blurs in the background that was dozing off during the story... Kim Dear, umm, "heidi", Good try, but you don't fool me. I know WHO you are, and WHERE you are, and unfortunately, Southwest doesn't fly THERE, or I'd already been for a visit. Besides, the real "heidi" would never say "y'all". Nevertheless, even though I wasn't hired to write for the blog (as several others have questioned), it IS a real joy to do so, although not as big a joy as having been related to you for fifty years! Glad you liked the praline, LUV back to ya, Your little brudder 🙂 ... View more

Carole, Did you ever find that $10 million dollars I left onboard a few years ago? It is getting close to Christmas shopping time, and I wanted to get Brian a bunch of candy corn, but I'm a little short of cash. Even if you can't find ALL of it, a few spare thousand would help... Kim 🙂 ... View more

To Captain Williamson -- Let me expand my posting above by now offering you an even BIGGER congratulations! It is very obvious that in the course of 30 years you have influenced a great many people and have made many friends. You've had fellow Employees gather around you to toast your career and you'll no doubt take home a lot of happy memories from Southwest Airlines. However, even though I am ten years younger than you, and have never met you (although maybe I've flown with you in the last 30 years!), I can imagine that all of that pales by comparison with another tribute that you've received. As a father myself, the greatest gift I could receive would be to read a note such as the one above from Rob. Your enduring legacy will not be the 29,000 miles flown or the countless numbers of passengers that you've safely delivered to their destination. It will be the love of your wife, children and grandchildren as so eloquently expressed by Rob. Now THAT is something to truly congratulate you on!! Best wishes from one father to another, Kim 🙂 ... View more

Edward, If I may add an extra opinion to your excellent and thought-provoking thread from an "outside" perspective as a Customer, it is also incumbent upon US to "own" our own behaviors too. Too many times, I've seen Customers fail to act responsibly and then try to shift the blame (and a large portion of their guilt) onto a Southwest Employee. The Customer who arrives late at the airport for a flight and then gets mad that their bag can't be checked onboard five minutes before departure and that they have been "bumped" by the ten-minute rule needs to stop and realize who really caused the problem. Many other examples could be offered, but in general, a lot of folks in today's society have learned to explain their behavior in terms of a reaction to other people's behavior. We blame our shortcomings on our parents and the poor examples that they were for us. We blame co-workers for being so dysfunctional that we can't get anything done at work. And of course, in many of these cases, the culprit is found in the mirror. Thank you for reminding us that we ALL have a responsibility to each other and to ourselves for our own behavior, attitudes and reactions by which we are known. Kim ... View more

Tricia, No one is perfect, and that includes the Southwest Employees. I certainly believe that you had a bad experience, but, I have to feel that it was highly unusual for them to be "non-responsive" to your concerns. Any of the times that I have ever had a reason to inquire about something or mention a concern with ANY SW Employee, whether ground-based, air-based or phone-based, I've gotten what I've felt was a honest and sincere desire to make sure that the situation was addressed and that I would look back on the event favorably. I'm really sorry that their famous "Positively Outrageous Service" was not up to par for you, but I urge you to contact their Customer Relations folks at their corporate office (see the website for details: http://www.southwest.com/about_swa/luvbook.html ) again. Give 'em a chance to make you happy! Best wishes, Kim ... View more

mmmmppppphhhhhhhhhh ... View more

Brian, I agree with the sentiment of "let's get out the vote", as one of your regular bloggers is back after being away for the last day. In addition to enjoying the electronic banter in my spare time, I've also served as a precinct chairman and Election Judge for almost twenty years. Yesterday, I had the pleasure of running my polling place, where we had one of the best turnouts of any "off-year" November election as I can recall in a long time. Amidst folks who complain that the polls are not open long enough (I had someone show up at 7:45 pm last night), that the correct polling place is too hard to find ("...this is the fifth place I've tried to vote...") and confusion over the ballot ("...why can't I cross out the oval I've already bubbled in and just bubble in the other one instead?"), I was inspired by one particular voter. A regular attendee at my polling place arrived around 10:30 as usual, dressed in a nice outfit and talking about how beautiful the day was and how much she was enjoying the gorgeous weather. She drove her motorized wheelchair right into the room and waited in line with others to check in. This woman did not ask for any special consideration because of her handicap, but as usual, I offered her the option to fill out her ballot at a small table that was a more appropriate height for her than our voting booths. With assistance from an election clerk now that she can barely hold a marking pen, my voter completed her ballot and thanked us workers cheerfully for being there all day long. After she left, though, I saw her driving around the parking lot and went out to see if she needed any help. It turns out that she was patiently waiting for the scheduled return of the handi-ride van from our local mass transit agency. When I asked if it would be back soon, she told me it would return for her at 12:40. She smiled and told me that it was fun to drive back and forth in the parking lot to enjoy the sunshine and the slight breeze in her face. For this intrepid lady, voting had to have been at least a four-hour experience from when she left home till she got back. Listening to the folks who moaned and groaned about a five-minute drive from their house and comparing it to the attitude of the woman in the parking lot reminded me why we sit there for fourteen hours on Election Day and why this country is great. It is an honor to help facilitate the privilege that so many people take for granted. Thank you to ALL of you who made the effort to vote yesterday, especially the resident of "my" precinct with the smile on her face! Kim 🙂 ... View more

Jenny, Please understand that one of the characteristic traits of addicts is that they will seek to lure others into the same irresistible trap that they have fallen into. I must URGE you to avoid sampling any of Brian's candy corn. There is the awful possibility that you could become hooked on the first bite as well, and would sink into the same orange, white and red abyss of desperate behavior and self-destructive tendencies that have produced the lovable character we know as "Brian". Just say NO. Kim 🙂 ... View more

"...My name is Brian and I am a candy cornaholic..." YAY, Brian!! You've taken the first step, buddy. Remember that recovery is not a final goal, it is a day-to-day process, and that you are not in this alone. Your friends are here for you and we will do whatever we can to help. We're so proud of you! Confidential note to The Cookbook Crew: you're going to have to start putting MORE of the secret super-addictive drug into Brian's candy corn, he's trying to resist the effects... shhhhhhhh. Kim 🙂 ... View more

"...our Galley Mirrors to keep Customers like Kim from sneaking up on us as we go about our duties!" What James REALLY means is, "...to keep Customers from sneaking up and catching us dozing off in the galley..." Kim 🙂 ... View more

Carole, A review of the history of the mandatory 60-year-old retirement age rule reveals the political motivation that inspired it. I hope that some day we can review the arbitrary nature of this rule and encourage a legislative discussion of its merits. It is a shame that very talented, capable and skilled pilots are forced to step down based on a chronological requirement as opposed to an ability assessment. I salute ALL of our pilots and especially those who have accumulated significant tenure in the skies. To Captain Steve Williamson and his colleagues, I say THANK YOU for ALL that you've done for us over the years! We appreciate your professionalism and conscientious performance of your duties! Leading the applause from the main cabin, Kim 🙂 ... View more

Upon closer inspection of those pictures, I believe they are: 1.) The desk-mounted mirror that Captain Jack Sparrow (aka GK) uses to fix his makeup before leaving the bridge, err, his office. 2.) The ceiling mounted speakers above every single desk at HDQ that the Captain (also aka GK) uses to address his crew with hourly motivational briefings: "Now hear this, now hear this, this is your Captain speaking, you're doing a great job, carry on. This is all." 3.) The robotic arm mounted above Brian Lusk's desk, that when activated by the insertion of a quarter (recall the bin-mounted coin slots from the TV commercial), flings a single candy corn into his mouth. The red tape is the warning that the safety has been disengaged and it has been switched from single fire to "full auto", resulting in a rapid release of a burst of 100 candy corns at a time. Kim 🙂 ... View more

Roy, It is always great to suggest potential new routes, but I think that folks in the airline industry, especially pilots, who are always concerned about the ingestion of, and damage caused by "foreign objects" (FOD) sucked into the engines, the imagery of 'killing two birds' is not a positive thought! LOL Kim 🙂 ... View more

Brian, If you post any more that are that bad, we're going to take away your candy corn! Kim 🙂 ... View more

True, I forgot that you also work with Captain Jack Sparrow and Perry Mason... Kim 🙂 ... View more

James, You could offer to give a "travel thingee" (I guess you mean a voucher) to anyone who will fly to Chicago and buy you admission to a movie? Now that I mention it, that's not a bad idea! You fly me to Midway roundtrip from Big D and the movie's on me! Kim P. S. But, you gotta spring for your own popcorn. However, if you would like some candy corn, I think I know where you can get some...real cheap. 🙂 ... View more

Colleen, Your answers to the interviewer were excellent, powerful and very appropriate. For years, the flying public, the business world and the media outside of Texas have often looked upon "little ole Southwest" as a blip on the radar screen down in Texas and tended to dismiss SWA is a fad that would eventually go the way of the Pet Rock. Well, guess what? SWA is NOT going away, but is finally receiving some long overdue and much deserved publicity. Unfortunately, that attention is currently focused on Wright Amendment issues and low fares, but once they get to talking about Southwest enough, interviews such as yours in the linked blog will help educate them that Southwest is MORE than just a low-fare airline. Eventually, not only the aviation industry, but the entire business world will begin to figure out that the success of SW is due more to how it TREATS people than how it CHARGES people. Low fares are wonderful, and are a big incentive to get folks to fly, but what brings them back again and again is the POS that they receive from all of your Employees. Thirty-five years ago, Herb helped to start what will someday be seen as a cultural revolution in the way businesses treat both employees and customers, and despite the Elvis outfits, Wild Turkey and Harleys, I think THAT will be his lasting legacy and what historians will note ahead of low fares! We LUV you guys and gals, Kim 🙂 ... View more

Angela, For many of us travelers (not to mention you Employees), we've been holding our breath waiting for this. (and still not completely exhaling for another eight years) We knew it would happen, your management has publicly said it was going to happen, and now it has happened. It is a distinct pleasure to see it happen and to witness the free enterprise system not only alive, but well and thriving in Big D! As a Customer and a shareholder, I'm proud of my hometown airline and how well you've treated us! Thanks for being so "Southwest"! Kim 🙂 ... View more

Jill, Thanks for sharing those with me. As a result of your contribution, I feel much taller now. That's because they made me GROWN three times... Ouch, that was as lame as yours! Kim 🙂 ... View more

Jenny, You have to understand; given that I have to make jokes about someone (it's in my nature to tease, but only good-naturedly), and that Brian works with some very attractive Culture Chicks, I have a choice. Make fun of the only guy in an office of pretty ladies, or make fun of one or more of the ladies. Poor Brian loses out, I'm afraid -- it is just a matter of the odds being stacked against him as the lone male. (actually, I'm pretty darn jealous of the fella) Besides, I wouldn't make fun of the Culture Chicks. They can't help the way they are, they're all blonde! Kim, ducking and running 🙂 ... View more

Jenny, Thanks for the great posting and I'm glad that this blog is proving to be helpful to your project. For me, studying and emulating Southwest Airlines has been a life-time (well, at least for the last 35 of my ... many years) project that never seems to lose its appeal, especially when contrasted with the unfortunate downward spiral of organizational theory and practices at so many companies these days. To answer your question, "...Let me know if you know anything...", I can only say that it depends on who you ask. My wife and my boss might give you an answer different from mine! :-) Seriously, this IS a blog owned and maintained by Southwest Airlines, so I'd say that you might want to seek their permission before quoting it, although I can't imagine they'd mind you referencing it and/or directing folks to it. In fact, USA Today had an article just last week that talked about the importance of corporate blogs, and what impact they have both internally and externally. You're correct; this is NOT a suck-up place, nor do I think the management of SW wants it to be. This should be an open and honest exchange of opinions, and the Darrells of the world have a very legitimate right to theirs. I've had wonderful experiences with some companies over the years and equally awful ones with other companies as well. Sometimes, I've had both kinds with different locations of the same company or even in the same location. What that boils down to is PEOPLE. You can implement all kinds of policies and procedures and programs, but it is your employees who come in contact with customers. The best procedure in the world falls apart when performed by a grouchy, unhappy, and to use a frequently overused word, disgruntled employee. (makes you wonder -- would you therefore call a happy employee a "gruntled" one? 🙂 ) That is why the Southwest approach of 'Employees first' is so valuable. Striving to make the customer feel appreciated through the efforts of unappreciated employees is doomed to fail. (not to pick on them, but spend a few minutes studying the behaviors of the employees who work for the AAirline headquartered next to DFW Airport...talk about thousands of cases of clinical depression!) As to your last question about cataloging the outside comments they receive, I think the answer is yes. The BlogMaster here, Mr. Brian Lusk, is actually the one in charge of that area, and he has told me before that certainly NOT all of the correspondence they receive every year is full of glowing compliments and endless praise. As I've mentioned in my own case, and have referenced elsewhere several times in this blog, Southwest is not a perfect organization, and they know that they aren't. But, in my opinion, the caliber of any company is not measured by its degree of perfection, but in how it handles its imperfection. Take note of the proactive approach that the Tylenol folks took when just a few of their bottles were tampered with. They quickly jumped into the public eye through press conferences and explanations about the problem, their regret about it, and what steps they were taking to prevent its recurrence. Contrast that with Exxon's reaction when the tanker Valdez split apart. Months of finger-pointing and shifting of blame didn't get the oil cleaned up from the beaches of Alaska and only served as a new public relations disaster on top of the initial public relations disaster. What helps to set Southwest Airlines apart is how they deal with the complaints. I've witnessed first-hand time and time again in airports how upset passengers are treated with respect and a genuine effort to resolve their issues, whether or not those issues were caused by Southwest. A huge example of that is weather delays. As great as they are, SWA is not responsible for the weather, as best as I can tell, but they are the ones who have to deal with thousands of passengers when things turn bad upstairs. Even among frazzled and tired Employees, I have rarely seen anything less than a lot of courtesy and sympathy for folks who aren't getting where they wanted to be. So, check with Brian, and I'll bet he can respond to things from their perspective in terms of permission to quote and negative versus positive comments they receive, because, if the truth be known, no, I really don't know anything! Kim 🙂 ... View more

Brian, I understand that an associate of mine is still waiting for you to call him. Perhaps if you are having phone difficulties, it might be easier for you to just go directly to his website: www.ACompletelyAnonymousPlaceForCandyCornaholicsLikeBrianLuskToSeekHelpBeforeItIsTooLate.com Best of luck in rehab, and we're all rooting for you to make it through. Kim ... View more

Marc, That's "heavy"...but I think we're talking a 737 here, not a DeLorean! Kim "'Heavy'? Great Scott, does something happen to gravity in the future??" 🙂 ... View more

Kelli and Cookbook Committee -- Does this fantastic new cookbook have a whole chapter (or at least 737 recipes) of things that my pal Brian can make out of candy corn? He seems to be fixated on that one item for his entire meal plan. Candy corn bread? Candy corn casserole? Candy corn alfresco? Blackened candy corn? Sweet and sour candy corn? Candy corn almondine? Let's hope so! LOL Kim 🙂 ... View more

Dear Brian, A few friends of yours (Eric and Kim) have brought your plight to my attention. This is just a note to let you know that we're here for you if you need us, but the first step is that you have to admit that you have a problem. We do have a 37-step treatment program that can help you wean yourself from your addiction that begins with you following the Canyon Blue Road and clicking your shiny red ruby slippers (the ones that you stole from Ms. Kandi Korn over at the Dew Drop Inn on Harry Hines) together three times. Please don't hesitate to call if I can answer any questions for you or be of any further assistance: 1-800-I CAN'T STOP EATING CANDY CORN. We'd love to see you at our next meeting. Best wishes, Mr. Yankin Urchain ... View more

James, Gee whiz -- you went from pretty darn easy the first time around to pretty darn tough this time. But, I'll take a stab at it. 1.) This is obviously the makeup mirror mounted in the rear galley area where the FAs can 'powder their noses'. Actually, I think I seen this at the end of the jetway and is probably used by the person who "steers" the jetway up to the plane's outer fuselage. 2.) This is a close-up of your non-company issue boombox that you use to listen to tunes when you want to block out the screams of your passengers. Actually, I can tell that it is a speaker that is mounted inside something not usually visible due to the surrounding 'stuff'. My guess is a cockpit announcement system of some sort, perhaps the TCAS or ground avoidance system? 3.) Wow...I'm going to go way out on a limb here and guess that this is the view looking down through the fuselage at the landing gear viewing portal under the carpet in the floor about halfway back in the cabin? Next time, try some easier ones, like the close-up of a seat belt buckle or the inside of the lovely yellow margarine bowls/oxygen masks. ("Place over your mouth and breathe normally." Yeah, right, an inflight emergency has occurred, I've strapped a margarine cup over my face, and now I'm going to be breathing normally? Sure...) Kim 🙂 ... View more

Darrell, Thanks for the compliment! I can think of nothing nicer to say than to assume that I am employed by Southwest, because that would put me closer association with a truly fine set of people, and I can't think of a company I'd be prouder to say that I worked for. The reality is that I am a regional sales manager for a manufacturing company based in Alabama, and have been for just shy of 25 years. As a stereotypical "road warrior", my travels over my tenure with this company, with my former employer and while in college and high school have afforded me the opportunity to experience Southwest's service when I'm not burning up the miles on the highways of our country. My comments are based on an aggregate of nearly 32 years' worth of interaction with Southwest as a Customer. Regarding your claims about misrouted bags, you are correct. I remember exactly TWO times in hundreds and hundreds of flights that Southwest has misrouted my bags. The last time it happened to me was 1994 on a trip to Seattle. Southwest had just merged with Morris Air shortly beforehand, and my bags made every plane change between Dallas and Seattle except the last one, when they got sent to Spokane, Washington instead. The Baggage Claim Office folks in Seattle were quick to identify and admit the error, locate my bags and tell me when they would be back in Seattle. They brought them to my hotel about four hours after we arrived. On one other flight, I had a Flight Attendant who was having a bad day. I had already boarded and had my laptop in the overhead bin above my head when a last-minute arriving passenger came on with a huge foldover garment bag, a briefcase and some sort of other bag. He was trying to find places to stuff all of his things, but based on when he arrived, virtually every bin was packed full. The FA saw my laptop in one corner of the bin and asked who owned it. He then asked me if I would mind stashing under the seat in front of me. Since I am 6' 2" and I enjoy every square inch of footroom that I can get, plus since I didn't want to put my feet on my computer, I said, "I'd rather not." The FA muttered an impolite comment under his breath that was heard by all of us in that area. Those are the last two incidents that were anything less than positive, friendly and enjoyable. Other than those times, I've had flight after flight that have arrived on time, many of which have been early, happy and outgoing FAs and excellent cockpit crews. Whether it is an airline or a restaurant or a hotel or a rent car facility, I assure you that road warriors are good judges of what is a positive experience and what isn't, and of when they are being appreciated and when they aren't. I've NEVER not felt truly appreciated as a Customer of Southwest. That is the attitude that I was referring to when I titled this blog, and is exactly the attitude that I think is missing from every other airline that I've flown. If you've had a bad experience, I really feel that is an anomaly more than the norm on Southwest, and I would encourage you to try them again with an open mind and give them the chance to impress you with their Positively Outrageous Service! Kim ... View more