Gary’s Greeting

As seen in this month’s edition of “Spirit Magazine”

On Cloud Nine

Yep, that pretty much describes my state of mind this time of year. I’m always gratified and happy to work with our great Employees, but September is especially joyous to me. What makes this month so special? The answer is simple: football. The season is now underway all across the country—from high schools to colleges to the pros—not to mention all the pick-up sandlot games anywhere there is room to toss a football. And I’m really excited when my two favorite objects, LUV jets and footballs, soar across the skies of America.

Those two flying objects really do have a lot in common besides soaring through sellersthe air. Both require a great team. One person, or one group, can’t do it alone. In the case of a football team, it takes 11 people on the field and dozens off the field, at any given time. In the case of the Southwest Team, we have nearly 35,000 folks working together to accomplish the goal of flying our valued Customers across the country.

Football is a physically and mentally demanding game, with full contact, blocking, and tackling as fundamental elements. The airline industry is also famous for brutal competition, with airlines vying to win Customers with ever-changing flight schedules, fare wars, and service amenities.

Football games take place in all kinds of weather from late summer heat to blizzards. Guess what? The same holds true for aviation. In both instances, a revised game or flight plan that recognizes weathers’ effects on the field or in the airs is required to complete the game or flight.

In both football and flying, the unexpected can crop up, no matter how carefully you plan ahead. Calling an audible at the line of scrimmage or at the flight line is sometimes necessary to overcome unforeseen events. A great Team has the ability to shift quickly when circumstances change. Agility and flexibility are traits of great football players and our great Southwest Employees.

So, to all you football fans out there, enjoy your Teams. Thanks for cheering on your Southwest Team—we’re here to serve you!

Gary Kelly
Chairman, President, and CEO
Southwest Airlines

Operation: Kick Tail Recognition

A Customer recently wrote to us to “sing the praises” of Cheryl, one of our Customer Service Agents in San Diego. The Customer realized just before boarding her flight that she left her reading glasses at home, and faced a long day of travel without being able to read. Unfortunately, there were no shops selling glasses in that part of the airport, so Cheryl offered to give the Customer a spare pair of reading glasses that she kept in her locker. Cheryl refused any payment, and the Customer writes: “I was absolutely floored by her heartfelt and generous offer. She is quite a special person and a dedicated employee representing your Company at its best.”