1st Quarter LUVLines 2023

A Real Look at Realistic Optimism

We’ve all heard the old adage of the glass being half full or half empty to determine if someone skews toward being an optimist or pessimist. But perhaps there’s a third option: realist.

The Lessons I Learned as a Ramp Agent

A former Ramp Agent shares some lessons he learned while working on the HOU Ramp.

Southwest Soulmates

Southwest is known for connecting People to what’s important in their lives, which can include meeting their soulmate while working at Southwest!

Unshattered: Our Newest Repurpose with Purpose Partner

Every day, the women of Unshattered prove it’s possible to survive and thrive after addiction—and now their journey includes an exciting partnership with Southwest!

A Rock We Proudly Stand Upon A Note from

I’m proud of—and exceptionally confident in—our five-year strategic priorities for Southwest. To help guide our efforts in 2023, I’ve outlined five new focus areas for the year. One of those focus areas is a thread that runs through all others: Live our Southwest Way Values. Our Culture is dependent upon all of us living our Values. The greatest threat we face is if we shift the foundation of our unique and special Culture. Our beloved Colleen Barrett is often and appropriately credited with planting the seeds of our Culture. She was always reluctant to define it because it lives inside every one of us. It’s not “what” we do but rather “how” we do it—and at the root of it is The Golden Rule. It’s one of the many, and perhaps the most important, lessons she taught me personally.

We’ve always had the same guiding principles: To have the best People, work as a Team, work hard, and above all, LUV each other. Our People have sustained our Culture, endeared us to our Customers, produced Shareholder returns, put billions into your ProfitSharing accounts over the past 49 years, and enabled our growth.

Our proud history continues to guide us in everything we do: We gave America the freedom to fly. We proved it’s possible to build a Company around love and be successful. That stuff isn’t changing, even though the world—and our airline—are unquestionably different today. But we all have a responsibility to Herb and Colleen, to

our legacy, and to all who came before us to honor our past and our Culture, which has withstood the test of time. Just look at how our People show up, both in good times and when faced with challenges that some may say seem insurmountable.

Our People and the Southwest Way Values are at the core of our DNA. Many companies provide transportation or fly airplanes, but no one does it the way we do with Southwest Heart—it’s often replicated but never duplicated. As the saying goes, imitation is the sincerest form of flattery. That’s what the competition cannot match, and at the core of our continued success—living out our Southwest Way Values daily. We keep living our Values, and I promise we’ll remain unstoppable.

Some People may say, “There you go again with the Culture.”

In response, I say: Our Culture is not a wall we timidly hide behind It’s a rock we proudly stand upon Don’t buy into negativity and pessimism. It’s not who we are, and it’s not what we stand for. Choose to be realistic but optimistic, and choose joy over cynicism. I’m unabashedly All in for WN, and I want you to join me. Together, living our Southwest Way Values, I’m filled with optimism for our future and everything we can accomplish as a Team. It’s all in front of us for the taking; we just need to seize it!

On February 1, Bob unveiled Southwest’s 2023 Blueprint for Success that speaks to our five Focus Areas for the year. He spoke to their importance at the 2023 Rallies and how they support our Foundational 5 Strategic Priorities that take us through 2026.

Be consistently reliable and operate with excellence

“Don’t dwell on what went wrong. Instead, focus on what to do next. Spend your energy moving forward together towards an answer.”

—Motivational Speaker Denis Waitley

I have a terrible habit. Well, several. But many seem to stem from one root habit—holding on.

Being able to let go of people, places, things, and even ideas is hard for me. I hold on to so many things: the grief of my mom’s passing, the anxiety about getting older, and the thought of generally not being good enough. And all this “holding on” prevents me from moving forward.

At some point, I created this habit to cope with something. To use an analogy, it’s like using a log to cross a river. Once on the other side, you must let go of the log to get out of the water. But instead of letting it go because I no longer need it, I’m trying to hold on to the log while climbing out—an almost impossible feat. Thankfully, wonderful people surround me and help me learn to let go of what no longer serves me to become the best version of myself. It will just take time.

You could say the same for Southwest Airlines. Perhaps the Company held on to systems, processes, and ideas that were the solution at one time but for our airline today. The important thing is acknowledging when something isn’t working, then taking the time to understand where we are and what steps we need to take to get where we want to go. And just like I do, Southwest has an excellent Team who are working hard to figure out how to achieve our goals and be the best airline in the world. Also, like for me, this can’t happen overnight.

It’s during trying times that realistic optimism—the theme of this issue of LUVLines becomes extremely important. Realistic optimism acknowledges elements of a situation while remaining optimistic about possible choices and actions. Since change can take time, assume positive intent about Southwest’s future while we recover from a tough few months. If you need inspiration, meet a few Employees who embody this type of optimism

Our past doesn’t define us as we look toward the light that leads us down a new path. We all love Southwest and have a sense of ownership—taking pride when things go right and feeling frustrated, mad, or disappointed when they don’t. We all want what’s best for our Company. Now is the time to move forward and let go of the unconstructive criticism, the tribalism, and the negativity. By letting go and coming together, we can hold on to the promise that’s Southwest Airlines.

LUVLines Managing Editor

Millie Tidwell

VICE PRESIDENT, COMMUNICATIONS & OUTREACH

Laurie Barnett

EDITOR IN CHIEF

Todd Painter

MANAGING EDITOR

Millie Tidwell

CONTRIBUTORS

Maddie Adams

Morgen Brown

Audra Cobin

Morgan Conteras

Lori Crabtree

Melissa Ford

Lisa Goode

Melanie Graham

Melanie Jones

Bethany Lane

Carolyn Nutting

Alex Pyror

Emily Samuels

Gabby Tijerina

Lisa Tiller

Ashley Warren Omondi

Michelle Williams

CREATIVE

Sonia Avila

Eric Daniels

Trent Duran

Rob Izumi

John Jones

Brianna Juda

Stephen Keller

Kristin Kelnhofer

Taylor Lumsden

Maria Nieto

Abbey Server

Schelly Stone

Also available on SWALife

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Four Employees who routinely share their realistic optimism with their Cohearts through the SWA Culture Facebook page—HOU Flight Attendant Danny Martinez, BWI Flight Attendant Kathy Pride, LGB Ramp Agent EJ Banks, and Security Analyst Marc Petruccelli. While having vastly different personalities, they all share a few things in common: they reframe a situation to see the positives; they’re action-oriented, especially when it comes to problem solving; and they use humor to neutralize negativity.

Achieving a Childhood Dream

Sonia Avila

Creative Studio Sr Manager

One of my earliest childhood memories was being mesmerized by the “Battle of the Carmen’s” at the 1988 Winter Olympics. That dual featured USA’s Debbie Thomas versus East Germany’s Katarina Witt, both skating to the iconic score from the opera “Carmen.” I was instantly hooked; however, growing up in West Texas kept my ice dreams limited to books, TV broadcasts, and shows until landing a dream job at Southwest in 2004. In fall 2004, I enrolled in adult learn to skate classes and skated until an injury sidelined me. But as one door closed another door opened in 2015 when a coach asked if I’d be interested in becoming an official for U.S. Figure Skating. As a judge you go through endless rounds of trial judging and ongoing recurrent training to ensure you’re prepared to represent the organization, your local club, and do your very best for the skaters. The judging panel is responsible for objectively assessing the elements performed. I currently hold a Silver Test Appointment in Singles and Pairs which means I can judge up through the Novice level in the disciplines of Men’s, Ladies, and Pairs. There’s still more I want to achieve as an official, and I owe a huge debt of gratitude to my judging mentor who also happens to be Retired Southwest Captain Carol Wooley (a decorated National-level judge). It truly is a SWA World! What people might not know whether they’re watching a local competition, or the Olympics, is that the officials are volunteers. Thanks to our “Tickets for Time” program, I can give back to the sport that has given me endless memories, friends, and the best seat in the house.

Total Rewards: The Impact of Voluntary Health Benefits

By Vice President Total Rewards Danny Collins

We may have heard the phrase, “it’s better to be prepared than to get ready,” but what exactly does that mean? For some, it may mean creating a home fire escape plan, taking steps toward financial preparedness, or building a disaster kit. For the Bunch family, this meant enrolling in the Critical Care Illness Plan through the Southwest BenefitsPlus Program.

This plan provides a cash benefit of $10,000, $20,000, or $30,000 if a plan member experiences one (or more) of several covered illnesses, including a cancer diagnosis, heart attack, or stroke. The cash benefit is available for any expense—not just medical bills. Sr. Executive Assistant Charity Bunch expresses her gratitude for the Critical Care Illness Plan and shares the impact this healthcare benefit had on her family.

“At the end of 2020, my 15-year-old daughter was diagnosed with a rare disease that caused complete bone marrow failure. It’s fatal within months without major medical intervention. Thankfully, Southwest’s health benefits are amazing and were truly and literally a financial and medical lifesaver.”

Through the Critical Care Illness Plan, the Bunch family took the necessary steps to care for their daughter. Charity shares,

“I signed up for the Critical Care Illness Plan, which covered her bone marrow transplants in February 2021 with her 11-year-old brother as her donor. My husband and I feel that Southwest’s benefits were the saving grace in our lives during the past couple of difficult years. Obviously, Southwest is known for its People, but our health benefit offerings are amazing as well, and we’re forever grateful.”

Southwest offers Employees valuable health benefits like the Critical Care Illness Plan to provide the coverage you need even beyond our core medical and prescription options. During Annual Enrollment and New Hire Onboarding, you can add or change your elected coverages to best fit your situation. Make sure to review the options available to you and your family—including additional benefits such as the Critical Care Illness Plan—as these options can change from year to year. If you want to learn more about the Critical Care Illness Plan and how you can prepare for unexpected healthcare expenses, read more on SWALife >Employee Services >Access Health Benefits (Launch WorkPerks) >Reference Center >Reference Center >Critical Illness or call MetLife at (888) 275-0865.

Adam Carlisle

Vice President Labor Relations

As Vice President Labor Relations, Adam is responsible for oversight of labor negotiations, working with the numerous labor unions that support and represent approximately 82% of Southwest Employees. Adam also partners closely with the Labor Administration Team in the Legal Department, which is responsible for administering collective bargaining agreements and handling disputes through the grievance process.

What is the Railway Labor Act, and how does it apply to Southwest Airlines?

The Railway Labor Act (RLA) guarantees railway and airline employees the right to join a union of their choice and engage in collective bargaining. Twelve workgroups at Southwest have Union representation.

The RLA outlines how airline and railway companies negotiate their contracts. It requires parties “exert every reasonable effort” to reach an agreement, detailing a long process of handling negotiations with options for mediation, arbitration, and how parties may engage in self-help activities. You can read more about the RLA and how it differs from the National Labor Relations Act on the Labor Negotiations SWALife page.

How does the Company partner with Unions that represent Southwest Employees?

We view the Unions that represent Southwest Employees as valuable partners in understanding the needs of our Employees and the challenges they face. Our Labor Relations Team and Operational Leaders frequently connect with Union Leaders about topics that impact the People of Southwest Airlines.

Examples of how the Company partners with Unions outside of the negotiations process include discussions on political topics that could impact the airline industry, such as policies around Flight Attendant rest rules, meeting about technology enhancements to our systems, and most recently, providing input to the lessons learned exercise following the Winter Storm Elliott operational disruption. We value the partnership we have with Unions, and it’s a priority for our Labor Relations Team to foster and maintain these relationships.

What are common misconceptions and challenges of the negotiation process from your perspective?

Contract negotiations can be stressful for our People, and it’s challenging to reach an agreement that rewards our Employees and supports the needs of the business, all promptly. Our Teams look to find resolutions agreed upon by both parties.

For successful negotiations, both Negotiating Teams must communicate their priorities, think outside the box, be willing to make tradeoffs, and evaluate proposed changes objectively. Considering collective bargaining agreements cover everything from pay to time off to work rules, there can be a wide range of topics that take time to analyze and collaborate on with the Unions that represent our Employees. While we would like all of our negotiations to move quickly, the scope of changes proposed can impact the timeline. However, my Team works hard to engage in collaborative bargaining to reach an agreement for an Employee vote.

Some of our collective bargaining agreements are currently in mediation. What does that

mean?

Mediation is a tool outlined in the RLA, which parties leverage to reach agreement or solve disagreements.

The National Mediation Board assigns a federal mediator, who sets the cadence, location, and topics for each negotiation session. As a neutral party, the mediator helps the negotiating Teams reach agreements on each section of the contract--ultimately allowing Employees to vote on a tentative agreement.

A Real Look at Realistic Optimism

By Content Strategy Consultant Millie Tidwell

I was sitting on the couch of our Airbnb in Sarasota when the text alert came, “SWA Flight #3350 on Dec. 27 from SRQ is canceled. Go to southwest.com to rebook.” My husband immediately said, “Well, maybe it’s a mistake.Let’s go to the airport in the morning and see.” Thanks to our Communication Teams, I’d kept tabs on the escalating situation via SWALife and email. I told him I didn’t think there was a mistake, and he snapped at me, “Why can’t you just be optimistic?!” I responded, “I am, but the reality is that Southwest can’t get us home for five days. The silver lining is that we have family that we can stay with or the means to rent a car to drive home. We have options.”

In this moment, my husband and I demonstrated the difference between pure and realistic optimism. Psychologist Sandra L. Schneider defined realistic optimism in 2001 as the “tendency to maintain a positive outlook within the constraints of the available measurable phenomena as situated in the physical and social world.” In non-academic terms, it’s the ability to acknowledge the elements of a situation, good or bad, while remaining optimistic about possible choices and actions. You don’t have to shun optimism to be a realist.

Why do we need both optimism and realism?

I’m sure we’ve all heard the old adage of the glass being half full or half empty to determine if someone skews toward being an optimist or pessimist. But perhaps there’s a third option: realist. While pure optimists and pure pessimists simply accept (or reject), realists tend to take action.

A realist looks at the glass and says, “Hey, there’s a glass with some liquid in it.” Where a pure optimist may be completely happy with the amount that’s in the glass, and a pure pessimist may be disappointed, pure realists don’t judge—they accept, observe, and question: “Is this the right amount for me right now?”; “Is this the right glass for me?” If it’s not, then they take action.

However, like most things, optimism and pessimism are on a spectrum, with realistic thinking in the middle. So you can have realistic pessimists and realistic optimists—the difference between the two is that realistic optimists have the ability to be hopeful that they can change things for the better. They believe they’ll succeed but understand that doing so will take work.

With December’s operational issues, many Employees took to the SWA Culture Facebook page to express their feelings. All the emotions were valid—this situation is one of the most challenging times in our 51-year history. We know what happened won’t be forgotten easily, and we acknowledge that we messed up. Various problem-solving efforts are still underway. We must also give Employees space to share their disappointment and optimism about how the Company can move forward and become stronger.

Successful Leadership requires optimism and realism. While we need Leaders to not sugarcoat problems when communicating with Employees, any harsh realities need to be balanced with inspiring perseverance about the organization’s future.

An example of this was from Bob’s New Year’s update where he said this of the December situation, “A new year is a time of beginning, too. There’s no way to tell everybody, or to ask you, to turn the page on this event, because it’s so significant, and we’re going to be working on healing with our Customers and each other for a long time. I would ask you to do one thing for me, though, if you would maybe turn the page emotionally or mentally. Don’t let this steal your joy. Don’t let this steal your optimism. Don’t let this steal your faith in the future. This is a great Company, and Southwest Airlines is a great Company, has been for 51 years because of our People.”

But it’s not only our Leaders’ responsibility to balance reality and optimism … it’s something every Southwest Employee should do. Really, it’s something we should do in every aspect of our lives. Why? Because it’s good for us.

According to an article on WebMD, realistic thinking helps us be present by focusing on reality and not hypotheticals. It’s also shown to improve overall wellbeing because realistic thinking allows you to create “reasonable expectations for yourself and those around you that will help you live a less stressful life… When you train yourself to rationalize and think critically about the situation, you’re more likely to expect reasonable outcomes. This will set you up for better thoughts and mental health in the future.”

Don’t be an Eeyore

Bob continued to drive home this optimism message during his Rally speech, “We all know people who are constantly negative and cynical—the Eeyores— they drain you of your energy and rob you of your joy. Don’t be that person. Don’t be an Eeyore. Don’t buy into negativity, pessimism, or cynicism—it’s not who we are, and it’s not what we stand for. You have a choice to tear down or build up. Choose positivity. Choose optimism. Choose joy.”

He then shared an example, “Let me show you what that looks like. On December 26, which was our worst day of the ops disruption, Bryan, an 18-month Ramp Supervisor in Phoenix, sent me this message”:

‘I just want you to know that in this difficult time that I am so happy to see everyone sticking together. We will bounce back and be even stronger. This moment is shaping us for our future. The light at the end of the tunnel will be here soon. This too shall pass.’

“What do you call that? It’s being realistic but optimistic. It’s choosing joy over cynicism. You have no idea how much that lifted me up. That’s the power of optimism. And this wasn’t one isolated note. I received hundreds of messages like this. That’s what choosing joy is. That’s who we are.”

Employees who practice realistic optimism

Have you ever met someone who oozed good vibes? Someone who made you feel better about who you are and where you’re going? Someone who left you in a better mental place than where they found you? Several Employees at Southwest embody this description, and some of you may know them from their posts on the SWA Culture Facebook page.

While working on this article, I connected with a few of them to learn more about who they are as People and Employees. I wanted to meet the People behind the social media personas. While I found four People with vastly different personalities and backgrounds, I also found four People with many similarities.

• Focus beyond themselves. Instead of being insulated, they actively focus their energies on other People or projects. They genuinely care about others and in making a difference.

• Curiosity. They’re curious about the world and believe learning is a lifelong journey. They’re interested in many things and aren’t afraid to question what they learn.

• Stay busy. Whether it’s running multiple businesses, traveling, volunteering, raising families, or continuing their education, these Employees stay busy beyond their jobs at Southwest.

• Learn from the past . They believe the difficult things they’ve been through keep perspective on what’s truly important.

• Strategic. They’re strategic about how they use and spread their positivity. They cater their actions to the audience and follow The Platinum Rule of “Treat others the way they want to be treated.”

Now that we know what these folks have in common, let’s meet them as individuals.

EJ Banks

LGB Ramp Agent

When EJ Banks walks into the ramp breakroom at our LGB Station, he greets everyone personally, asking how they’re doing. He’s the epitome of the saying, “Don’t let the energy of the room change you. Change the energy of the room.” And his vibe is pure positivity. EJ is often asked if he’s really as optimistic as he appears, and his response is always the same, “It’s not optimism, it’s simply treating everyone with respect and keeping things in perspective.”

Having run with a rough crowd and facing a near-death experience during his teenage years, EJ isn’t a stranger to the harsher realities of this world. “Life is a learning process,” EJ said. “I believe God puts us where we need to be. My goal was to play football in the NFL, but instead, I pushed wheelchairs for Worldwide Global at the LAX Station. There I made friends with LAX Provo Agent Dale Bailey, who became my mentor.”

Dale introduced EJ to Southwest and encouraged him to apply for an LAX Ramp position in 1995. Discouraged when he didn’t get the position, EJ continued to work for Worldwide. Dale encouraged him to try again in 1997 and in 2004. The third time was the charm! “I was excited to finally be a part of the Southwest Family. Next year will be my 20th year, and I’m so grateful for everything Southwest has given me. Was it always easy? No. But it’s all worth it. I’m blessed to work with so many People who are willing to go above and beyond. We can accomplish so much when we work together.”

Danny Martinez

HOU Flight Attendant

Danny grew up in the shadow of our HOU Station as his grandmother owned The Cockpit—a watering hole near Houston (Hobby) frequented throughout the years by many Southwest Employees, including Herb. Whenever Danny ran into him, Herb told him he should work for Southwest because he was always cheerful. “I would always thank him and say, ‘Maybe someday,’” Danny recalls. “Then I’d explain pursuing and becoming a professional hairstylist.”

Danny worked as a celebrity hairdresser with clients from Beyoncé to Hilary Duff for more than 20 years, including a stint as the lead hairdresser at The Palms in Las Vegas salon. But like many of his clients, Danny can’t be typecast. “For the last 22 years, I’ve owned four businesses—three bars and a hair salon.” Danny explained, “Splitting my time between New York City, where I live with my husband, and Houston, where my businesses are, kept me very busy. And life was great until it wasn’t.”

In 2022, Danny was flying home on Southwest from New York when he got this foreboding feeling that something was wrong. When he landed, he checked his messages and found out that his best friend of 34 years passed away from kidney cancer. He became overwhelmed, and the Southwest Flight Crew immediately comforted him. “After my best friend’s passing, I was depressed—living in a shell of nothing, that’s until I decided to follow Herb’s advice and join Southwest,” Danny said.

Danny began Inflight Training on his best friend’s birthday, and he’s never been happier. “Every day I’m so excited to fly. You never know why someone is taking a flight, and I’m so glad I can be part of their journey. I’m also closer to my best friend in heaven at 35,000 feet.”

Kathy Pride BWI Flight Attendant

Kathy Pride packed in a lot of living before joining Southwest in 2018. She married her college sweetheart in 1982, had four children, worked in the public health sector, retired from nursing, and attended seminary to focus on ministry leadership. Kathy’s desire to become a Flight Attendant started at a young age—ever since she was enamored by the glamourous KLM “stewardesses” during her first flight as a child in the 1960s. “They gave me my first set of wings, and I knew that someday I wanted to do what they did,” Kathy said.

And when Kathy sets her mind to accomplish something, she holds nothing back. “I believe in persistence; in setting a goal and going for it.” When she decided to start running, she wanted to run a marathon. She’s now run 120 full marathons all over the world. When she decided to write, she ended up writing several books. When asked to role-play during Inflight Training, she developed a character named Grace.

Grace took on a life of her own during the pandemic. “After I received my WARN notice in 2020, I noticed that many of my Cohearts were anxious and catastrophizing,” Kathy said. “I thought I’d been led to Southwest to help support my Customers, but COVID made me realize that I was here to help my Southwest Family.” For a past birthday, Kathy received a bobblehead of herself. She transferred the Grace character to the bobblehead and began videos called “Grace’s Gratitudes.” It was Kathy’s humorous way of encouraging People to see the positives in their lives. “I believe that your attitude goes in the direction of the corners of your mouth. I also believe that humor can defuse many difficult situations. So I live to make People laugh and smile.” But Kathy is also a realist. “You can’t sugarcoat everything. You have to acknowledge problems to regain control and make solid decisions.”

Marc Petruccelli Security Analyst

If you’ve ever wondered who’s behind the “GiveHugs BeKind DrinkWater” SWA Culture Facebook posts, meet Marc Petruccelli. Why “GiveHugs BeKind DrinkWater”? “It’s based on science,” Marc said. “I care about every single person at our Company. Work is called work because it’s not easy. Some research indicates giving hugs, being kind, and drinking water are extremely good for our bodies, our mental health, and our happiness. Plus, watching out for others improves my own wellbeing.”

Marc’s professional resume reads like an episode of “Law & Order.” He’s a former Sheriff’s Detective with 18 years of law enforcement experience, including 15 years as a hostage negotiator and four years as a major crimes unit detective: sex crimes, kidnappings, homicide investigations, child abuse investigations, and human trafficking investigations. After retiring from law enforcement in 2018, Marc worked briefly for Disney’s Security Team before finding his way to Southwest in 2019 via our Emerging Leader Development Program (ELDP). After working in various operational roles at our DAL and LBB Stations, Marc is currently part of Southwest’s Safety & Security Department. He keeps coming back to the safety of others.

Working on his third Master of Science degree, the first in Criminal Justice and the second in Unmanned Systems: Robotics & AI, this time Marc’s diving into the world of Human Security and Resilience. “I know from personal experience that the world can be a terrible place,” Marc said. “We all have challenges, and we must focus on the positive—what we do have. After all, life is 10% what happens to us and 90% how we respond to it.”

Through his years in public service, Marc learned the importance of active listening. “I want to be a positive voice for those who need it. I understand that People need to vent, and social media makes it so easy, but along with sharing what’s going wrong, as humans, we need stories to remind us what’s going right—just to make us smile.”

Again, these are just a few Employees who are taking a realistic optimistic view of life. But there are tens of thousands more out there. Thanks for all you do to continue making Southwest a stellar workplace and an airline that Customers love to fly.

The Lessons I Learned as a Ramp Agent

By HOU CSA Phillip Sulak

March 21, 2022: My start date as a Ramp Agent with Southwest Airlines. Even though I recently became a Customer Service Agent (CSA), I learned many lessons during my nearly 10 months working on the HOU Ramp. Here are some of them:

What’s “the Ramp”?

I thought “the Ramp” referred to the apparatus that connects the concourse to the aircraft. As I learned quickly, that’s the jetbridge and it doesn’t have much to do with “the Ramp.”

The Ramp refers to almost everything that happens “below the wing.” Working the Ramp encompasses a wide range of responsibilities: marshaling in the aircraft to the correct spot, wing-walking aircraft into and out of the gates, installing and removing chocks from the aircraft wheels, and hooking up and removing ground power and air conditioning to/from the aircraft.

Ramp Agents are also responsible for providing potable water, servicing the lavatories, moving bags from “T-point” to the correct gate, moving beltloaders up to and away from the aircraft, scanning bags and freight during the loading and unloading process, scanning bags and freight into the bins on the underside of the aircraft, determining where “missing” bags are, and if it’s ok to “close” the flight.

Other shifts might include driving “transfer” bags and freight from the gate where they arrived to the gate to where they’ll depart, driving the “local” bags to baggage claim within the allotted time, taking gate-checked items up to the jetbridge, bringing down gatechecked items from the jetbridge, inserting the bypass pin, hooking the tow bar to the nose gear of the aircraft and pushback, doing a “walkaround,” speaking to the Pilot to coordinate pushing away from the gate, and finally, pushing the aircraft from the gate.

I’m probably leaving out some things, but it’s a lot of different tasks.

It was all new to me, but I’m amazed at how our Customers feel about Ramp Agents. When I go up to get gate-checked items, I make it a point to say something like “enjoy your trip,” “have a nice flight,” or even “thanks for choosing Southwest.”

I’m also impressed by the number of people who thank me for what we do. I guess I shouldn’t be surprised that people recognize that we work hard so they can have a good vacation or a successful business trip, but it makes me smile every time it happens.

I especially like it when I say, “have a nice flight,” and they reflexively answer, “You too!” We share a smile as they realize what they’ve said. And a big shout out to all the Pilots who tell me they appreciate us. Back at you!

We’re a Team.

How you perform your job directly affects your Cohearts’ ability to execute their jobs. Everything works together. It took a while to recognize this. How I stack bags when loading an aircraft affects the efficiency of unloading bags at the downline location. Unloading bags efficiently affects the quickness of transferring them to the next flight. Placing bags on the beltloader in a certain way affects the ability to stack them in the bin. Positioning the baggage carts can affect the Provisioning trucks and other vehicles. Where a driver leaves a baggage cart can help or hinder the Crew at the gate. Is the cart needed at the front or the back of the aircraft? Can I remove baggage carts to help with gate congestion? What can I do to ensure the flight pushes out on time?

Again, I’m leaving things out, but there are many choreographed movements to get things done safely and efficiently.

People want to help.

My Cohearts—Managers, Supervisors, and the rank-and-file workers— have all taken an interest in assuring my success. Not only do they provide tips for doing the job better, but they bring me water, check on how I’m feeling, tell me to sit down and take a break, encourage

me on tough days, and are constantly letting me know in so many ways that I’m on their Team, and that we’re in it together. I hope I give back half as much support as I’ve received.

I enjoy working nights.

It was a bit of an adjustment, but sleeping until noon, driving to work not at rush hour, enjoying the sunset, relishing the cool evening breeze off the Gulf, getting home around midnight, taking in some calories, and watching Mannix reruns while the house is quiet all agrees with me. The hardest part has been the constant military time conversion in my head. The flight leaves at 19:45. It still takes me a couple of seconds to figure out that means 7:45 p.m. on my watch. I also like having Wednesday and Thursday as my weekend.

I can do this job.

I’m not sure when I first heard the phrase “the old guy” and realized it meant me. I’ve also been called an “OG,” but I really haven’t earned that honor.

There were days I didn’t think I’d make it through the summer. I’d spent most of my adult life behind a desk, never lifting anything heavier than a compound sentence. Would my body hold up in the Houston heat and humidity, tossing bags weighing 50-plus pounds?

I made many mistakes along the way. It took me forever to “sign off.” But I kept coming back. People kept encouraging me, coaching me, and telling me I could do it. And one day, I did.

Every day on the Ramp is the same, yet different. Some days are tougher, some jobs more taxing, and some flights more stressful.

Ramper’s Dictionary

It might be a piece of freight weighing more than 100 pounds or more than 100 freight pieces weighing about 1 pound each. Some days, it’s loading bags in the rain, waiting out a Condition Red, standing under the nose of the aircraft while waiting for bags, or trying to find a spot to sit that isn’t a puddle.

Loading human remains affects me in a way I’m still working through. I try to focus on the help we’re providing to a family in their time of need. This isn’t a bad thing, but I’ve lost a lot of weight. I can also lift things I couldn’t six months ago.

When I started this job, I wondered how long I could work on the Ramp. I believed I could make it as long as needed or until another opportunity within Southwest presented itself.

Well, that opportunity came along sooner than I expected.

On December 22, 2022 I moved indoors to Customer Service to work “above the wing.” I’m excited about this new opportunity, which aligns more with my previous work experience.

Thanks to everyone who got me through the long hot summer and cold rainy nights of fall. May your flights be light, and may there always be a Power Stow available when you need one.

And thanks in advance to my new friends in Customer Service. I take comfort in knowing this Company is full of Cohearts who want to help me along the way.

Regardless of how long you’ve been at Southwest, you know that each workgroup has its own “language.” Here are some common Ground Operations terms that Rampers use daily.

• Marshaling (verb) Once the aircraft lands and approaches their gate, the Ramp Agent serving as the Load Agent at the gate stands at the top of the Safety envelope and gives hand signals to the Pilot with a bright orange wand in each hand, guiding the aircraft to the correct nose gear stop mark. The wands are lit after dark.

• Wing Walking (verb) When the Ramp Agent walks alongside the aircraft’s wing tip when the aircraft is arriving or departing a gate, or while towing an aircraft to the remote parking area, ensuring the wing tip is clear of any obstacles.

• Chocks (noun) Triangular shaped rubber blocks placed in front of and behind aircraft wheels to prevent them from moving while the aircraft is parked. Also used on the wheels of the beltloaders, Power Stows, and Provisioning trucks. (Heavy as heck. Don’t drop on toe.}

• T-Point (noun) The location of the Ramp area where all the Customers’ checked bags are gathered and sorted before being delivered to the correct flights.

• Transfer Bags (noun pl) Passenger baggage moved between two different flights.

• Tug (noun) Motorized equipment used to tow baggage carts to and from the aircraft.

• Bypass Pin (noun) A tool used to bypass the aircraft’s steering hydraulic system, allowing for steering to be controlled completely by the pushback tug.

• Tow Bar (noun) Metal bar that connects an aircraft pushback to the aircraft nose gear for towing or pushing an aircraft off the gate.

• Nose Gear (noun) A part of the landing gear housed in the nose of the aircraft and extended upon landing to support the front part of the aircraft during landing and while on the ground.

• Beltloader (noun) A vehicle with a conveyor belt for unloading and loading baggage and cargo on aircraft.

• Power Stow (noun) Beltloader with a rollertrack conveyor system that can be extended into the bins underneath the plane. It enables Ramp Agents to load and unload bulk baggage and cargo faster and more efficiently, while also reducing the physical strain on the ground handling staff.

• Condition Red (noun) An alert activated when lightning is within three miles of the airport causing Ramp operations to cease and Employees to remain in vehicles or relocate to a secure area until the declaration is lifted.

By The Operational Communication & Operational Engagement Teams

LUV is embraced year-round at Southwest, and it’s at the Heart of everything we do! So much so that many of our Employees find their soulmates at the Company. Read below for some of our LUV Couples’ heartwarming stories about how Southwest brought them together. To all of our Southwest LUV Couples, we wish you all the joy, love, and happiness for years to come.

DEN Flight Attendants Barbra Cruz and Jose Cruz

How many years have you been together?

We’ve been together for 31 years and married for 25 years.

Do you have any children?

Two daughters, Carissa (28) and Sydney (22). When did you meet?

December 1991.

Do you remember your first thought when you saw him?

Barbara: The first time I saw Jose was at a funeral. He was in a military uniform, and I thought, “He’s handsome.” Who wouldn’t think that about a guy in uniform?

Do you remember your first thought when you saw her?

Jose: I knew about her from a conversation with a shipmate who thought she was someone special. He passed away, and I escorted him home to his family. The first time I met her was at his funeral. As I met her, I remembered his words and saw she was special and kind-hearted. The bonus is that she’s beautiful too.

What’s the best part of working with your spouse?

Barbara: I love working with Jose because he’s my best friend and a lot of fun. One of the things I love about him is that he continues to make me laugh, have fun, and enjoy the moment.

Jose: We were a military couple constantly separated due to my military obligations. Now we get to make up for the times we couldn’t be together. We treat our trips as date nights and make new memories in new locations.

LAX First Officers Nic Vazelakis and Rebecca Vazelakis

How many years have you been together?

We’ve been together for nine years and married for four years.

Do you have any children? No children.

When did you meet?

We met during our first semester of col lege. We discovered we grew up about 20 minutes from each other but met in a different state!

Do you remember your first thought when you saw him?

Rebecca: Why is he wearing cargo shorts?

Do you remember your first thought when you saw her?

Nic: Why isn’t she wearing cargo shorts?

What’s the best part of working with your spouse?

The best part of working with each other is that we both know the industry and can support each other after the good and bad days.

Dispatchers Aaron Ford and Chelsey Ford

How many years have you been together?

Together for three years and married since May 2020.

Do you have any children?

None.

When did you meet?

In 2016 during our Southwest Onboarding class.

Do you remember your first thought when you saw him?

Chelsey: Oh, he’s cute. Is he single? Doesn’t matter, I don’t date Coworkers.

Do you remember your first thought when you saw her?

Aaron: I don’t date Coworkers … I might have to break that rule.

What’s the best part of working with your spouse?

Chelsey: I have a chauffeur, someone to pick on who’s a good sport, and someone who knows when it’s a bad day. I get to work with my best friend.

Aaron: Carpooling and seeing that beautiful face every day. Sharing the same schedule means we’re not in town when we have a day off.

CS&S Attendance and Leave Employee Resource Specialist Jacqueline Manzano and Ground Ops Business Services Sr Manager Ryan Manzano

How many years have you been together?

We’ve been together for 25 years and married for 22 years.

Do you have any children?

We have three sons. Aaron (20), Dominic (17), and Gabriel (17). All are self-proclaimed nerds!

When did you meet?

Jacqueline: We met in 1997 on Ryan’s birthday. The very first thing I said to him was, “Hey, Ryan. Happy birthday.”

Do you remember your first thought when you saw him?

Jacqueline: The first time? Not much. But the second time, I immediately wanted to date him! He was so serious and intriguing. He had this long hair that hung over his eyes and great forearms. I asked him for a job where he worked, and he made it happen. Technically, Southwest is the second Company we’ve worked for together.

Do you remember your first thought when you saw her?

Ryan: She had a great smile, pretty eyes, and seemed nice.

What’s the best part of working with your spouse?

We save on gas driving to work together! But really, since we were both hired in 2000 and have spent most of our adult lives working for Southwest, I feel we embody the values Southwest holds dear, including providing (and expecting) great Customer Service and having a Warrior Spirit. We understand each other’s positions and job requirements so that when extra attention is needed to serve our Internal and External Customers, we’re accepting and supportive.

East Region Associate Recruiter Monique Townsend and MCO General Manager Raphael

Townsend

How many years have you been together?

We’ve been together 16 years and married for 14 years. Do you have any children?

We have four beautiful children—Tremaine, Destiny, Autumn, and Ryleigh. Our oldest, Tremaine, currently serves in the U.S. Navy (USS George Washington).

When did you meet?

Raphael: We met on the Employee shuttle bus in 2006 at Hartsfield Jackson Atlanta International Airport. There was an empty seat next to her. She had just started as a Customer Service Agent in late 2005.

Do you remember your first thought when you saw him?

Monique: Oh, he’s a handsome guy, quiet, and very polite.

Do you remember your first thought when you saw her?

Raphael: Wow, she’s a beautiful woman.

What’s the best part of working with your spouse?

We share the same goals and values and get to celebrate our successes together. From Winning Spirit Awards to President’s Awards, we each know what we’re celebrating and why it’s important.

We’ve always kept our relationship separate at work. We’re both hard workers and passionate about our craft at Southwest. She’s busy winning hearts, providing staffing for our operations, and he stays focused on running our MCO operations. Knowing the business and what comes with the job brings an understanding to our marriage.

We’re truly blessed and thankful to Southwest for bringing us together and allowing us to enjoy this flight of a lifetime.

Tech Ops Employee Engagement Manager Aleiyah

Pathomkasikul and Tech Ops Sr Engineer Kenny Pathomkasikul

How many years have you been together?

Together for 10 years and married since August 2022.

Do you have any children?

Currently, just a fur baby, Sushi the Shih Tzu.

When did you meet?

During college at Embry-Riddle Aeronautical University in Daytona Beach, Fla. Legend has it, we had back-to-back classes together in our first semester at college. Aleiyah doesn’t remember Kenny in those classes despite sitting just a couple seats apart.

Do you remember your first thought when you saw him?

Aleiyah: Luckily, we had a second chance at love during our sophomore year in college. Running late to class in the middle of a Florida rainstorm, I whipped open the classroom door and saw a guy I somewhat recognized sitting in the back watching soccer on his iPad. I figured if he was watching sports during class, he was probably pretty cool. I chose to sit down by Kenny—and I guess he turned out to be cool because we started dating a few months later. Fast forward 10 years, and we’re married because he watched soccer during class.

Do you remember your first thought when you saw her?

Kenny: I remember Aleiyah sitting a couple of seats down from me in class our first semester, but my more vivid memory is of her walking into class our sophomore year. As she sat beside me, I wondered if she’d also want to watch the soccer game and the rest is history.

What’s the best part of working with your spouse?

Working at Southwest, with the last few years together in Tech Ops, has been a positive experience for us. Since we’re within the same department, we can talk in the same work language and relate our experiences. When one of us asks a Tech Ops question, the other can often provide some insight. Kenny is in a super technical role and very knowledgeable about our fleet and the status of our aircraft. On the other hand, Aleiyah works in more of a People-centered role and can share insight on things that impact our Tech Ops Employees. It’s a perfect balance!

SWA U Learning Manager Alicia Todd and SWA U Director Learning Technology & Support

Desiree Pemble

How many years have you been together?

We’ve been together for 13 years and married for 10 years.

Do you have any children?

We have a 3 year old, Lincoln.

When did you meet?

Alicia: We met on a flight (unfortunately, not Southwest) during boarding. Boarding was a long process, but thankfully, I was waiting right next to Desiree, the prettiest girl I’d ever seen. I started up a conversation with her, and we hit it off! It must have been fate because we had the same final destination and spent that week on a cruise together.

Do you remember your first thought when you saw her?

Alicia: Wow! I can’t believe how pretty this girl is. I needed to know her, and after talking to her just once, I sat in my seat on the plane and knew my life would never be the same. I couldn’t wait!

Do you remember your first thought when you saw her?

Desiree: We have a running joke about this with our friends. As Alicia came down the aisle, everything around me blurred, and the song “Dreamweaver” played. It’s a true story!

What’s the best part of working with your spouse?

Desiree: Being able to support, celebrate, and collaborate. Alicia loves to be my biggest cheerleader in and out of work, and we enjoy the unexpected moments when our paths cross so we can connect and work on things together.

Celebrating our 10th Mission Trip to the Andes of Peru

By Inflight Onboarding

In September 2022, Southwest Employees and their family and friends traveled together for a special 10th mission trip to Peru. The trip combined humanitarian service while taking in the wondrous sights of the country. Over the past decade, in partnership with Global Legacy Programs (GLP), I’ve been privileged to lead mission trips to Peru. During this most recent trip, we visited two villages in the Andes—Quehue and Callatiac.

Upon arrival in Cusco, our group attended a welcome meeting to organize supplies before enjoying dinner together and heading to the remote villages the next day. Many of us met in person for the first time. We quickly became a family … bonding over our desire to help others as this is a unique experience to serve and connect with people. In fact, one of the villages we visited had never received prior visitors or assistance.

In the cold climate of the Andes, a stove is important in a home as it provides warmth during cold winters and prevents respiratory illnesses. Without stoves, the families use an open fire pit that can negatively affect air quality. In a continued effort to provide every family with a stove, this year’s group provided and installed 20 adobe (mud) stoves for families. We transported donations of supplies and medical equipment courtesy of Medical Bridges to improve the medical care in the villages. Other items purchased by our participants included school supplies, soap, shampoo, and dental and hygiene items.

The children and village leaders embraced our group with music and dancing, and they invited us to spend the day with them. They shared their challenges and future needs so we could look toward our ongoing efforts. It was a surreal experience that our group will never forget, hopefully impacting them forever.

HOW ARE THESE MISSIONS FUNDED?

Each participant pays a mission fee that covers the costs of the mission’s supplies, arrangements, and transportation to the villages. Another major contributor of money is a fundraiser using Southwest tickets earned by Employees logging their volunteer hours supporting GLP with the Company’s Tickets

for Time program. Our group raised close to $5,000 through the raffle alone, which allowed us to provide additional stoves to the villages we visited and a replacement water pump for a GPLsupported village in Uganda.

The Tickets for Time program honors and appreciates our Employee volunteers who give their time and talents to 501c3 nonprofits and schools. Southwest donates one roundtrip ticket (up to six per calendar year) for every 40 hours that an Employee volunteers with that organization. If you volunteer for a qualifying organization, I encourage you to log your hours. Check out this previous LUVLines article about Employees who used the Tickets for Time program to help the organizations they love

THE INCREDIBLE SIGHTS OF PERU

Peru is one of my favorite destinations, offering so much variety and culture—the charm of Cusco, the adventure of crossing over the hand-woven Q’eswachaka suspension bridge, and of course, the wonder of the world: Machu Pichu. Some participants extended their trip and hiked the 4-day Inca Trail, and others enjoyed the Peru Rail train to Machu Pichu. Unseasonal rain and snow left the roads to Peru’s famous Rainbow Mountain undrivable. Our group still made the most of the experience by visiting the incredible hikes and sights back to Cusco.

HOW CAN I PARTICIPATE?

We’d love you to join us for our next trip to Peru or another scheduled destination. Want to make an impact with other Southwest Employees using your benefits? Email Kim.Rex@wnco.com to receive information about upcoming opportunities. Global Legacy Programs is a nonprofit organization that connects people with projects to make a difference in the health, education, and progress of communities around the world. Visit Global-legacy.org for more information.

Supervisor Kim Rex

PARTICIPANTS THAT JOINED THE PERU 2022 TRIP:

Inflight Onboarding Flight Attendant Supervisor Kim Rex

DEN Flight Attendant

Sherry Cummings

DEN Flight Attendant Cherstin Jones

DEN Flight Attendant Jennifer Porch

HOU Flight Attendant Hector Marquez

HOU Flight Attendant Jeannie Tran

LAS Flight Attendant Erica Fernandez

MDW Flight Attendant Julie Jerzyk

MDW Flight Attendant Brad Rogers

MDW Flight Attendant Mitch Young

PHX CSA Sherri Peterson

PHX Flight Attendant Debra Undhjem

PHX Flight Attendant Nycole Wilkins

PHX Sky Cap Dana Lee

Family/friends who joined: Jill Sponder, John Harmon, Misty Harmon, Jodie Neily, Jeff Fersch, Tanner Jones, Korah Jones, and Lupita Marquez

Lending a Hand When Our Cohearts Need it Most

By MDW Flight Attendant Angelo Salvador

Loving People, supporting each other and our communities, and putting our Heart in action are all ways Southwest Employees cultivate our Culture of caring! One of the most meaningful ways we support our Southwest Family is through the Southwest Airlines Employees Catastrophic Assistance Charity (SWAECAC). The SWAECAC provides Employees with a place to turn for financial assistance during a catastrophic event. Since its founding in 1990, the Charity has awarded more than $16 million in catastrophic assistance and support— making a difference in the lives of thousands of Southwest Employees!

The storm hit on September 28, 2022. Hurricane Ian made landfall on the barrier islands of Sanibel, Captiva, and Ft. Myers Beach, Fla. These areas were some of the hardest hit, experiencing absolute devastation. The hurricane then came inland to Cape Coral and Ft. Myers, where my family and I were directly affected. At the time, my wife and I stayed with my parents in Cape Coral because they’re elderly and disabled and couldn’t evacuate. Mine, my parent’s, and my in-law’s homes sustained significant damage. As a result, I stayed with my parents for an extended period since their caregivers weren’t available. There was no electricity, and a boil water notice was in effect for the area.

As an Employee, I was aware of the Southwest Airlines Employees Catastrophic Assistance Charity; however, it didn’t occur to me to ask for assistance until my wife suggested it. I applied through SWALife and received a grant that helped us through the difficult month. My wife wouldn’t be able to work for the foreseeable future, and the grant helped us tremendously as we recovered from Hurricane Ian.

I’m grateful for the support of my Onboarding Supervisor Judy Scofeild-Scott and MDW Assistant Base Manager Ginny Bona as they took the time to talk with me, reached out to make sure we were ok, and allowed me to get home and stay here as needed. I’d also like to thank everyone that keeps the SWAECAC going. Something like this wouldn’t have been available at my previous employer. It’s another reason why I’m thrilled to be at SouthBEST Airlines! I’ve felt LUV from day one.

If you’re experiencing financial hardship due to a catastrophic event, I encourage you to apply to the SWAECAC!

Our dog Luna, sleeping through the 155mph hurricane winds.

Damage sustained by Hurricane Ian.

The SWAECAC is Here to Help!

The SWAECAC supports Employees through the following forms of assistance:

Personal Hardship

Support for those personally impacted by a crisis/event, such as illness, injury, medical needs, loss of life, domestic violence/abuse, etc.

Natural Disaster Urgent Assistance

Immediate assistance with basic needs/necessities (e.g., temporary housing, food/water, alternate/temporary transportation, clothing) resulting from a natural disaster.

Disaster Recovery

Support for those recovering from the impact of a natural or home disaster, such as severe weather, hurricanes, flooding, tornadoes, wildfire, or home fire.

To learn more or to seek assistance, visit SWALife >Life & Career >Employee Giving & Support >Catastrophic Assistance.

We Need Your Help!

The SWAECAC wouldn’t be possible without you, as the majority of funds come from Employee payroll deductions and every contribution, starting as little as $1 per paycheck helps. To start making a difference in the lives of our Fellow Employees in need and make a recurring or one-time contribution, launch Workday Voluntary Deductions >Select “Voluntary Deductions” and then “Add” >Select Deduction “Catastrophic Charity.”

RepurposewithPurpose

PossibilitiesTakeFlightwithBySrCommunityOutreachProgramManagerAnaSchwager

Every day, the women of Unshattered prove it’s possible to survive and thrive after addiction—and now their journey includes an exciting partnership with Southwest! Unshattered is a social enterprise whose mission is to end the addiction relapse cycle by providing pathways toward economic independence and sustained sobriety.

As the newest Repurpose with Purpose partner, Unshattered joined our program in 2022 with the launch of their Possibilities Take Flight collection. The collection of sustainable travel bags and accessories— made with upcycled Southwest aircraft seat leather—were designed and sewn by a team of professionally trained female artisans who are winning their battle against addiction.

“Unshattered is honored to be part of the Repurpose with Purpose program,” shared Unshattered founder and CEO Kelly Lyndgaard.

“It’s a great match for our work of taking discarded materials headed for a landfill and remaking them into something beautiful and amazing.”

Every handcrafted bag starts from something discarded that’s made whole again, representing second chances for both the materials and the women crafting them. Just like the upcycled Southwest seat

leather used to create these bags, the women of Unshattered are made new again. These bags are changing the lives of the women who craft them.

In honor of the women and those still struggling with addiction, there are three hidden meanings within each bag.

1. The liner of the bags includes a message written by the artist who made the bag.

2. Each bag receives a name, which represents someone still struggling with addiction.

3. Honoring the Japanese art form of Kintsugi, where cracked pottery is repaired with gold lacquer to highlight the breaks, each bag has a seam of gold thread and serves as a metaphor for the women artisans, who are themselves more beautiful for having been broken.

Learn more about Unshattered and shop with purpose at unshattered. org. For every purchase, 100% of proceeds go toward supporting the women in their journey of growth and healing from addiction.

Have you checked out our other amazing Repurpose with Purpose partners? Visit southwest.com/repurposewithpurpose

Comments from our Customers

“Thank you Southwest for doing something to recycle the materials and help women end the addiction cycle. Buy a bag and get to know Unshattered lady’s stories. The bags will mean so much to you after that! We absolutely love this organization!”

-Jennifer R.

“Simply amazing. Congratulations Southwest Airlines and Unshattered. This is why I only fly Southwest ❤✈”

-Marsha J.

“My husband is a Southwest Flight Attendant. I’m a law enforcement officer who works closely with our accountability and drug court programs. This is the best post I’ve shared in a long, long time. You will never “arrest” or “incarcerate” away addiction. It must be dealt with head on, with determination and faithful support of those dealing with it. I’ve never been more proud to be a Southwest family member. I just purchased several Christmas gifts from their site! Thank you, Southwest and Unshattered! #OneLuv”

-Jody W.

Watch Unshattered in Action!

Personal Perspectives

By Sr Communications Coordinator Ashley Omondi

Personal perspectives make each of us unique, and we’re lucky enough to have more than 60,000 Employees and theirs at Southwest. This quarter Diana Session shares about her Southwest career and how she maintains a healthy lifestyle while keeping a positive outlook on life. Let’s continue to learn from each other and lean on our perspectives regarding respect, family, and our Company Values.

To bring these stories to life, we asked volunteers to share a bit about their lives, their journey with Southwest Airlines, and what it’s like to be them. As you read each of these Employee stories, we hope it’s a reminder how important it is to love and support one another and continue to live by The Golden Rule. If you’re interested in sharing your own story, email LUVLines@wnco.com.

Diana Session

CS&S Customer Representative

I was born and raised in San Antonio, but I’ve lived in Houston since 1989, when my Southwest journey began. I’m what you call a boomerang. I initially retired in 2009 but missed Southwest so much that I came back to rejoin my Cohearts in 2011. I’m now a Customer Representative in our Customer Support and Services Department (CS&S). My primary goal is to focus on serving our wonderful Customers.

I grew up on the south side of San Antonio in a predominately Hispanic neighborhood and was one of eight siblings. It was a crowded household, but we made the best of it! I graduated from high school with about 500 students and was one of only seven African American students. I loved being surrounded by different cultures—it didn’t make me uncomfortable. The experience taught me to be open and friendly to all, which I’ve carried through my time in college at the University of Houston, Texas Lutheran College, Lone Star College, and throughout my career.

Most people know me as outgoing and heavily involved in my church—I’ve been an usher since I was 10 and still serve today. I’m also an avid athlete. I’ve participated in five Senior Olympic Games, where I competed in volleyball and track & field. I also play basketball, coach young athletes, and referee in my spare time. You may also find me lifting dumbbells at my desk between calls or walking on my lunch breaks on any given day.

Diana with her husband, James.

Diana showing off her coins she found on her daily walks.

Staying healthy is so important to me that I walk at least two hours daily. I often walk on my lunch breaks to add to my daily movement target. During my walks, I focus on staying in the moment and observing my surroundings. What’s one of the things I started doing? I pick up money left on the ground on my walks. I’ve found as much as $105 on one daily walk (including a $100 bill that day!) and enough since 2016 to fill up over 60 coin banks. I plan to count the money in April. No matter where I go, I pick up all coins, and people often ask me why, and I always respond by telling them, “A penny makes many.” I encourage everyone to stay active and find ways to make exercising fun. This activity motivates me each day.

In addition to living a healthy lifestyle, I’m also family oriented. I’m grateful for more than 18 years of marriage with my husband, James. My daughter, Kam, is the lead vocalist for The Suffers, where she’s performed on shows such as “Jimmy Kimmel Live” and “The Daily Show.” My son, Langston, is an Army veteran. Our blended and extended family has also blessed us with bonus children!

If there’s one thing I’ve learned over the years, it’s the power in prayer and kindness. It doesn’t matter how much you make, your level of education, or what side of town you live. At the end of the day it doesn’t make you better than anyone else. We should all live by treating each other with love, respect, and kindness. Those are values that I continue to instill in my family daily.

At Southwest, I believe it’s important to keep communication top of mind and not to let up. Even though some of us work on cross-functional Teams or even remotely, we should continue to find ways to engage each other, celebrate, and have fun! I love staying connected to my peers and finding ways to embrace them. One of my talents has always been keeping in touch and staying connected. I pride myself on being a connector in my personal life and at Southwest.

Overall, I encourage you to make meaningful connections with your Cohearts. Keep The Golden Rule in mind and find ways to stay active mentally and physically. Hopefully, we can run into each other on a walk in the near future. Until then, keep in touch.

Diana with her children.

Diana and her daughter, Kam, after a performance on “Late Show with David Letterman.”

Diana and her mother at church service.

A snapshot of a few of the coin banks Diana collects.

Last year, we introduced “The Scoop,” a digital publication available to Customers via the e-reader on the Inflight Entertainment Portal. Each quarter includes is an Employee Spotlight that celebrates our Employees and the amazing work they do each day to go above and beyond for our Customers. Here is the spotlight for this quarter.

Employee Spotlight

OKC Customer Service Agent Linh Vong

“You never know how doing one kind thing can help Oklahoma City Customer Service Agent Linh when asked what she values most about her work. Customer Service has been a cornerstone of Linh’s life, and it shows in her passion for bringing joy to others through volunteerism. With a huge Heart for serving children and the elderly, Linh knew she wanted a career that would bring people and opportunities into her life every day. Southwest Airlines® was her proverbial “dream job,” and in January 2021, she officially joined the Southwest Family. Since then, Linh has demonstrated what Southwest Heart is all about.

If you ever fly out of Oklahoma City, you might see Linh sharing travel tips as she welcomes Customers arriving for their flights or handing out candy to younger travelers. Linh finds true meaning in her work by engaging with People and investing in their experiences. On one such occasion, a normal interaction quickly became extraordinary. It led to something that would last a lifetime.

A couple checked in for a flight to Linh’s favorite city—Las Vegas! They were traveling to get married in a small ceremony but had no guests or family attending.

Serendipitously, Linh had plans to be in Las Vegas the very next day, and she was delighted when they invited her to attend their wedding. Upon arriving in Las Vegas, Linh’s first stop was for a wedding gift—candies in Southwest colors! Not only was Linh the guest of honor at the wedding ceremony, but she was also the couple’s witness and even signed the marriage certificate. Yet the story doesn’t end there. When these special Customers returned to Oklahoma City after their honeymoon, Linh wel comed them with a personalized bottle of champagne!

Indeed, this story and Southwest Airlines will be part of this couple’s memories forever, all because of Linh’s passion for making a difference in the lives of others. In her short time at Southwest, Linh has created many meaningful moments for our Customers and her Cohearts, and we can’t wait to see what the future holds. Thanks, Linh, for bringing joy to so many!

Cargo Canines

By Cargo & Charters Strategy & Business Services Managing Director Michelle Williams

Meet Agent Dollar. He and his handler Zach are one of many dog teams who support our Cargo Operations. Dollar and Zach are stationed in El Paso, Texas, and represent AMK9, a TSA (Transportation Security Administration) approved third-party canine (3PK9) handler certified to screen for explosives.

In 2018, the TSA approved the 3PK9 program, which enables airlines like Southwest to work with third-party canine handlers to screen our Cargo. The approved companies undergo stringent certification testing to ensure the canine and the handler can handle critical screening needs. We must screen all of the cargo transported by Southwest Airlines. The screening takes place through methods such as x-ray, explosive trace detection (ETD), physical search, and in this case, canine screening. Canine screening is a preferred method with high-volume shipments, as canines can screen palletized and stacks of cargo without breaking it down into individual boxes to be passed through an x-ray or ETD.

Dogs such as Dollar, a Belgian Malinois, begin training at 6-12 weeks of age. During the training, they receive a detection scents imprint such as explosives, narcotics, or food. At 12 months, the dog is typically ready to be paired with a handler and continue training for another 8-10 weeks of training. The dog and the handler complete a certification test during the training program.

Of the dogs that enter the program, only 20% graduate. Once they graduate, they may begin screening for companies such as Southwest Airlines. Dogs who don’t graduate receive placements in other service roles, or they’re adopted.

While at work, the dog teams are exceptionally focused, especially while screening. They’re rewarded, typically with a favorite toy, once they complete the screening process. Dollar works hard for time with his Kong toy. Dog teams usually work a standard 40-hour week and spend time screening, preparing to screen, and completing recurrent training. When off duty, the dogs act like “ordinary” pets—some want to play, and others want to lounge. In Dollar’s case, he’s a high-energy dog and enjoys exercise sessions.

Our Cargo canine agents are critical to our Team and committed to Safety. We’re grateful for partnerships with companies such as AMK9 as we seek to improve the Safety and efficiency of our operation.

Southwest’s Commitment to Privacy

By Data Privacy & Compliance Analyst Jennifer Bagnall and Data Privacy & Compliance Consultant Michael McCullough

Understanding privacy allows you to gain some control over how your data is used, shared, and sometimes sold. Many countries now have laws that protect the privacy of individuals, but privacy isn’t just about laws and regulations, it’s also about ethics and transparency. Nothing evolves faster than technology, and technology associated with the use of personal information is no exception. As technology becomes more sophisticated, so does the use of data. Because of this, it’s important for organizations like Southwest to take a proactive approach to privacy.

The Privacy Office at Southwest drives Southwest’s privacy operations to meet current and upcoming privacy laws, regulations, and leading practices. By engaging across the Company, we support any process or technology involving and handling personal information. The Privacy Office hosted Data Privacy Week (March 20-24), an international effort meant to raise awareness about respecting privacy, safeguarding data, and enabling trust. Learn more about Data Privacy Week and the Southwest Privacy Office by visiting the Privacy SWALife page.

At Southwest, we believe that protecting the privacy of our People and Customers aligns with our Company Values of integrity, honesty, and discipline. Here are some insights from Data Privacy & Compliance Analyst Jennifer Bagnall, who runs our Privacy by Design program.

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The objective of the Triage Questionnaire is to identify the initial risk level associated with a new or updated business process or system. The business process owner may participate in a Data Protection Impact Assessment (DPIA) based on the initial risk level identified.

To manage privacy risk, Southwest Airlines needs to incorporate privacy principles and considerations about how we handle personal information (PI) into the core of our business processes, systems, services, products, and practices. This process is referred to as Privacy by Design (PbD). The purpose of PbD is to assist the Privacy Office and our internal Stakeholders in assessing and mitigating the risks associated of processing PI for a particular business process. The assessment contains two parts:

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The DPIA analyzes whether the data processing activities of this business process pose a high risk to individuals while helping Southwest identify and minimize data protection risks. A DPIA doesn’t eliminate the risks altogether, but minimizes risks while assessing whether or not any remaining risks are justified.

How do I know when Privacy by Design should be initiated?

Business Process Owners (BPOs) implementing: with a new or changing process should work with their department Privacy Champion to start the PbD process. Privacy Champions are Cohearts embedded within departments tasked as advocates of the privacy program that serve as a bridge between your department and the Privacy Office. These Cohearts are trained on the PbD process and can guide BPOs in answering the questions in the PbD workbook.

Since the purpose of PbD is to call out and minimize data protection risks, it’s most effective when incorporated early in the conceptual design of a business process or system.

Are resources available?

Yes. Reinforcing our commitment to data privacy, the Privacy Office created a Privacy SWALife page at SWALife >Resources >Information Governance >Privacy. The landing page overviews our approach, resources, glossary of terms, and more. While there, reference the Privacy by Design SWALife page under Helpful Privacy and Compliance Links. This page includes:

Privacy by Design Guidelines—A list of initial privacy-related recommended action items to follow or implement as a part of change to confirm you adequately address privacy during the initial design and development phases of a new process or system.

Ultimately, working on PbD and becoming familiar with the guidelines evolves your knowledge on protecting the personal information of Customers and Cohearts and become better stewards of their data. For questions, email Privacy.Internal@wnco.com

Privacy by Design Workbook—An assessment containing the triage and DPIA.

Privacy Champion Roster—List of individuals within each department who serve as liaisons between your department and the Privacy Office.

Upholding our Safety and Security Culture

By the Safety & Security SMS and Promotions Team

As we head into our 52nd year, our commitment to connecting People to what’s important in their lives and providing Employees with a stable work environment remains strong. One of our top priorities will always be the Safety and Security of our Customers and Employees.

Our Safety & Security Commitment, the foundation of our Safety Management System (SMS), equips us to uphold a strong Safety and Security Culture. We integrate SMS into how we do business, which allows us to set clear expectations for our Employees and the Company.

By signing the Safety & Security Commitment, President & CEO Bob Jordan and COO Andrew Watterson committed to providing the resources necessary to support the SMS and manage operational risk.

The Company reviews, monitors, and measures Safety Performance continuously against our Safety Objectives as part of this commitment. The Safety Objectives identify whether the Safety risk controls in place are doing their job to reduce injuries to our People, reduce aircraft damage, and overall manage operational Safety risks and Security risks

Bob and Andrew can’t do it alone, and here’s how you can help:

Follow all Company policies and procedures, along with government guidelines and procedures.

Company policies and procedures keep you in mind; they manage the level of risk at Southwest Airlines to an acceptable level. Driving Safety is one example of an identifiable hazard. If you operate Company equipment as a part of your job, ensure you’re wearing your seatbelt, following posted speed limits, and maintaining situational awareness to manage the risks associated with driving.

Identify and report hazards through the Safety Reporting System (SRS) or department-specific reporting platforms.

It’s the most beneficial thing you can do! Mitigate risks to prevent injury or damage by identifying and reporting hazards.

Ask yourself these questions when you perform your job responsibilities:

• What’s happening around me?

• Is there the potential for equipment or assets to be damaged?

• Is there the potential for harm to anyone?

• Is there a procedure someone can’t perform as intended?

While these questions aren’t all-encompassing, you have an obligation to file an SRS report if the answer is “Yes” to any of them. All Employees and Contractors have access to SRS. Reports are confidential and routed by the Safety Reporting Team to department experts. Once someone reviews your concern, you’ll receive closed-loop feedback. We also use the SRS to identify trends systemically or specific to your location.

It’s possible you’ve made a personal commitment this year to engage in self-care, take more adventures, learn a new hobby, or declutter your space. Consider adding another personal, unbreakable commitment—upholding our Safety and Security Culture. That commitment can make a difference in ensuring that Southwest Airlines remains the most loved, most efficient, and most profitable airline for years to come!

Last year, we introduced “The Scoop,” a digital publication available to Customers via the e-reader on the Inflight Entertainment Portal. Each quarter includes is an Customer Spotlight that features a Southwest Customer and underscores the Values, Heart, and Hospitality that we extend to our Customers. Here is the spotlight for this quarter.

Spreading Happiness through Music

Read our Customer Anis’ Southwest story, which he shared with us via email. I was born loving music. I believe it’s my life’s calling to spread music to others, and Southwest Airlines helps me do that.

After studying in India and graduating from Bombay University, I started my musical mission. I’ve performed in more than 25 countries over the past 35 years. After settling in Southern California, I started flying Southwest and achieved A-List Preferred status for many years. The airline has made it easy for me to bring joy to hundreds of couples as they celebrate their wedding days, as my music creates an ambience and reinforces our vibrant Indian culture.

Why Southwest? The answer is simple: the airline’s generous baggage policy. As a musician, I travel with a lot of equipment. Some of it, like my keyboard and stand, I can check. Other items, like my delicate flutes and other instruments, I can carry on. Often, my unique carryons spark conversation with Southwest Crew and other Customers, especially the 3.5 foot long flute. I love the opportunity to show them my flute and share my love for my music and culture. These special interactions don’t happen when I fly other airlines.

Another thing I love about Southwest is it’s easy to change flights. If I miss a flight, they accommodate me on the next flight without fuss. And if I have to cancel a flight, I have until 10 minutes before departure to do so and either receive a full refund or travel credit toward a future flight.

Thank you, Southwest, for making it possible for me to spread happiness through my music.

Anis Chandani Thousand Oaks, Calif.

I believe it’s my life’s calling to spread music to others, and Southwest Airlines helps me do that.

-Anis Chandani

Culture Around Our System

Southwest’s Culture sets us apart from other companies. When we invest in each other, we also reinforce the foundation for Southwest’s future. Keep spreading our Culture of caring! If you have fun photos from Around Our System, share them in the SWA Pics Yammer Community

Team MYR put their Servant’s Heart into action and joined forces to volunteer for a local beach cleanup.

Culture Ambassadors from across Southwest joined each other at the annual Culture Summit to learn valuable lessons from Leaders and to connect with friends from other stations.

Southwest Cohearts commemorated Black History Month with educational displays, luncheons, and decorations.

Employees connected with CEO & President Bob Jordan and other Southwest Leaders at the 2023 Rallies in Baltimore, Las Vegas, and Dallas.

Team FLL enjoyed the big game with good company, delicious food, and lots of fun!

Cohearts celebrated a LUV-filled Valentine’s Day with each other and our Customers.

Congratulations to our 2023 Heroes of the Heart:

Our People Department achieved so much in 2022! The Talent Acquisition and Employment Screening Teams helped over 20,000 folks find their perfect fit at Southwest. Our HRBP Team was instrumental in their support of our COVID response programs, rolling out new policies, and partnering with departments to understand their post-VSP staffing needs. The People Systems Team helped implement Workday Companywide, which supports Southwest Employees from hire to retirement! The Benefits Ops Team introduced a new healthcare provider, and our Employee Service Center and Travel Services Teams continued to provide outstanding Hospitality for our Employees, including their travel needs. Thank you for being our Heroes of the Heart!

Watch the February 14 video announcing our 2023 Heroes of the Heart! And check out the Team pictures in front of this year’s dedicated aircraft.