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.