2nd Quarter LUVLines 2023

LUVLines The Employee Magazine | Second Quarter 2023

Adopt-A-Pilot® Celebrates 25 Years!

Adopt-A-Pilot celebrates 25 years of our Pilots inspiring fifth-grade students to let their dreams take flight through mentorship, educational activities, and fun ties!

A Career by You, for You

The Career Mobility Team champions Employees in their next career move.

Not sure how to grow your career? Hear from Cohearts about their recent career progressions!

Nonrev: Know Before You Go

Before you start planning your next nonrevenue getaway, here are some tips to know before you go.

Out With the Old, and in With the New! Inflight Operations is thrilled to provide Flight Attendants with new IEFB devices with updated features, a new onboard sales app, and much more.

INTHISISSUE

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Adopt-A-Pilot® Celebrates 25 Years!

Adopt-A-Pilot® celebrates 25 years of our Pilots inspiring fifth-grade students to let their dreams take flight through mentorship, educational activities, and fun ties!

16 Personal

10 A Career

Perspectives: Cheryl Wolf

by You, for You

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Rain or Shine, Hospitality is Top of Mind 2

20 Nonrev:

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Off the Clock: Stephanie Adams

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Charter Associate Program Managers

Know Before You Go

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The President’s Council: Where Frontline Ideas Take Flight!

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IEFB: Out With the Old and in With the New!

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A Cybersecurity Scenario: Can You Help the Detective?

ANOTEFROMBOB

Listen to the All In for WN podcast!

Hosted by Executive Communications Advisor Emily Samuels, “All in for WN” is a limited podcast series that delves into the 2023 Focus Areas that support our Foundational 5 strategic priorities that take us through 2026. Emily talks to Leaders whose Teams are on the frontline of making these focuses reality and the Employees who have been impacted by the results. Check out her conversations with Bob, SVP People Learning & Development Elizabeth Bryant, former VP Inflight Operations Sonya Lacore, and VP Ground Operations Chris Johnson.

A Note from

Our Values Help Us Succeed

Our People, and the way our People treat each other and our Customers, are the Heart of Southwest Airlines. In our Company Values, we break it out like this: • Me (How I Show Up) • We (How We Treat Each Other) • Southwest (How Southwest Succeeds)

it’s looking out for the needs of others and other Teams before looking out for yourself or your own Team. Think about it this way: What does this Customer need? What do my Fellow Employees need? What can I do to assist another Team before thinking about what I want or need?

•

•

Those may sound basic. In fact, I hope so! We were intentional in keeping them straightforward, but they’re absolutely essential.

I believe how we show up and how we treat each other are as fundamental to who we are as low fares and getting folks to where they need to be. And together, they determine our success.

How We Show Up How we all show up is essential in providing a sense of belonging and how our Customers feel about us. When I say “show up,” I mean how we behave, the attitudes we bring to work, and the high standards for ourselves and each other. Have high expectations for yourself, and build up your Cohearts to have high expectations too.

When we show up as the best version of ourselves, we demonstrate a strong work ethic, take initiative, and choose to do the right thing. And as always, we don’t take ourselves too seriously and keep everything in perspective. After all, a Fun-LUVing Attitude is part of our Employee Promise!

How We Treat Each Other Teamwork is a big part of how we treat each other and work together—

It goes back to The Golden Rule that our President Emeritus Colleen Barrett loved to discuss—intentionally treating each other how we want to be treated. It’s so important. Our Founder, Herb Kelleher, warned that division—a lack of Teamwork and the presence of tribalism—had more potential to destroy Southwest Airlines than any external factors.

That’s why we embed it in our Values and talk about it so often.

How Southwest Succeeds Have you ever noticed that the success of Southwest is third on our area of Values, and our People are first? Southwest succeeds, in large part, because of our People and how you show up for yourselves—and each other—every day.

Southwest is a great and unique Company—not just a great and unique airline—a great Company. But, just like every Company in the world, we’re a work in progress. We’re growing and evolving; we’re committed to always moving forward and improving. I’m confident we can—and will—succeed as we continue to live out our Values. So, as we move forward and evolve, let’s do so with a renewed commitment to our Values, which have guided us for 52 years … and counting!

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FLIGHTPLAN

VP COMMUNICATIONS & OUTREACH CULTURE & COMMUNICATIONS Laurie Barnett

Photo: Southwest Business Associate Account Services Consultant Toyin Oluwole displays a perfect blend of pride and humility as she celebrates earning an Associates of Arts in Multidisciplinary Studies. In her SWA Culture Facebook post she shared, “... There’s nothing I cannot do, and there sure isn’t anything YOU cannot achieve! My graduation outfit was inspired by my two homes … Nigeria… and Southwest Airlines, without which my story isn’t complete. I couldn’t have done this without my tribe and family…” Congratulations, Toyin— your Southwest Family is so proud of you!

“The greater the difficulty, the more glory in surmounting it. Skillful pilots gain their reputation from storms and tempests.”

—Epictetus I’ve been thinking about pride lately. It all started during one of my daughter’s playdates. She met a new friend, which left me to get to know their parent. We were chatting when they inevitably asked, “So, where do you work?” As I have for 25 years, I excitedly said, “Southwest Airlines!” For the first time in a quarter of a century, they didn’t meet my answer with my same enthusiasm. Instead of the typical, “Really? I love Southwest!,” their response was a grimace followed by, “Wow … what happened? Y’all used to be so great?” Ouch.

At this point, I put on my work hat to explain the events of December and what we’re doing to keep anything like that from happening again. I then changed the subject as quickly as I could. But the whole exchange left me feeling deflated. I’ve always known that working for Southwest is a point of pride for me, but I didn’t realize how HUGE until I didn’t receive random accolades.

Often seen as a negative trait, pride can make a person seem arrogant and egocentric. After all, it’s the first of the seven deadly sins. And this is true for hubristic pride, which tends to be more impulsive and motivated by external rewards and a fragile ego. But authentic pride promotes confidence and fulfillment. Driven by perseverance and goal attainment, it shows up as a desire to help others using one’s expertise. I’m sure some of you are saying, “But wait … isn’t pride one of The Southwest Way Values?” Yes. The key is to pair pride with humility—another of our nine Values.

“For pride to work, it must be paired with humility—a humility to know that no matter our skill set, each of us depends on what others have to offer,” says psychology professor David DeSteno.

“Since none of us can be an expert in all areas, we must be humble enough to recognize that we cannot be great at everything; there will be times when we need to rely on others. People who follow this advice are the ones for whom pride, like gratitude and compassion, becomes a virtue, not a vice.”

Life is full of seasons—from the salad days of summer to the frigid darkness of winter—and we must never forget that spring is coming for Southwest. As Bob said, “We won’t let one bad week define us.” While our Leaders work hard to modernize our operation, all Employees must help rebuild our reputation by leaning into pride as we win back Customers through our confidence and by displaying Next Level Hospitality. Yet, we must also lean into humility and remember that it takes us all to plant the seeds for our summer salads.

LUVLines Managing Editor Millie Tidwell

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EDITOR IN CHIEF Todd Painter MANAGING EDITOR Millie Tidwell CONTRIBUTORS Morgan Contreras Lori Crabtree Cindy Hermosillo Melissa Ford Kristen Francis Lisa Goode Melanie Graham Danecia Jones Melanie Jones Bethany Lane Gabby Macias Carolyn Nutting Emily Samuels Ashley Warren Omondi Michelle Williams CREATIVE Sonia Avila Eric Daniels Trent Duran Rob Izumi Brianna Juda John Jones Stephen Keller Kristin Kelnhofer Maria Nieto Abbey Server Schelly Stone Grant Weaber Also available on SWALife -For LUVLines information and advertising inquiries, email luvlines@wnco.com

HOSPITALITYHEROES

Rain or Shine, Hospitality is Top of Mind

By Hospitality Operations Support Sr Specialist Alex Salvatici

It was a stormy day in Maui. The kind of day that can cause even the most confident traveler’s heart to race. Joey and his family were flying to San Jose, Calif., and while he typically looked forward to any opportunity to be on a plane, he couldn’t help but become nervous as he watched the rain pour. His mother tried her best to reassure him, but even she had trouble keeping her nerves calm as they boarded the plane. First Officer Brian Murphy was standing in the jetway greeting Customers as they entered the aircraft when he noticed Joey holding back tears. As Brian went to give Joey a fist bump, his mother asked him to give her son a small, kind reminder that planes are safe in the rain. She never expected the Next Level Hospitality that Joey received.

“I explained to Joey that the rain helped us wash our aircraft, so they’re nice and shiny. Then I explained that the wind helped us dry off the plane after it was all clean,” said Brian. “We even talked about how the wind swirls around, a little like the waves in the ocean, and while that might make it feel a little bumpy, it would be okay because it helps our planes stay clean.”

Brian invited Joey to the flight deck to see all the familiar things similar to the inside of a car. He walked him to his aisle seat and shared that the rain would stop as soon as they flew away from the storm. During his welcome briefing, Brian gave Joey a shout-out, which made him feel like the coolest kid in the world. While inflight, Brian even checked on Joey again to see how he was doing.

Upon landing, the Flight Crew welcomed Joey back to the flight deck to take pictures. Brian also presented Joey with a set of Southwest wings and a certificate of bravery! “Joey was a rock star; he leaned forward through his fears and made it through our bumpy but safe and successful flight! Maybe we’ll see him again someday soon, flying a plane of his own as the pilot,” said Brian.

This act of Hospitality created an unforgettable experience for Joey’s family. “Truthfully, it helped me as well. It was a scary flight!,” said Joey’s mom. She signed her note to Brian, “Always a Customer,” proving that providing Next Level Hospitality wins our Customer’s hearts. “Customer interaction is an important ingredient to our success as it plays a role in our recruiting, advertising, and humanity,” said Brian.

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TOTALREWARDS

Resources To Support Your Mental Wellbeing

By Vice President Total Rewards Danny Collins

As part of your Total Rewards at Southwest, we provide wellbeing programs and dedicated health resources because we care about you and your overall wellbeing. Your mental health is a critical component of your overall health. It’s a job built on partnership, and we’re committed to investing in top-tier resources such as our Clear Skies Employee Assistance Program (EAP) benefit to support you year-round. Like any profession, the airline industry presents some unique challenges that can take their toll on your mental health both short- and long-term. Clear Skies helps Employees and their families with stress and anxiety, family and caregiving concerns, workplace problems, relationship issues, and other issues through counseling and specialized services.

Clear Skies offers several options, including: • In-the-moment support and short-term counseling 24/7 from a licensed clinician for immediate assistance with stress, anxiety, work-related pressures, depression, grief, relationship problems, substance abuse, and more.

Your care advocate can also help schedule up to eight counseling sessions per presenting issue, in person or via video.

• eConnect app offers confidential support from a licensed counselor via live chat, including expert content and resources.

• Mental Health Navigator provides a quick assessment to measure your overall wellbeing and recommends personalized care options.

• Self-guided resources to foster meaningful and lasting behavioral changes.

Learn more about available resources at SWALife >Employee Services >My Life Events >Mental Health.

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OFFTHECLOCK

Determined to Fight Genetics Stephanie Adams BWI Inflight Coordinator

I’m a driven person, especially when it comes to my wellness. Even at a young age, I was interested in what I put into my body. My grandparents always had a garden that provided nutritious, organic vegetables and a ton of fun for the family. While grocery shopping with my mom, I slowed her down by reading all the food labels before putting items in the cart. So, it wasn’t surprising to anyone that I received my Personal Training and Nutrition certification during the pandemic.

Why am I passionate about wellness? In my family, education is a top priority. All of my family obtained a college degree. While blessed with brains, we also inherited genetics and unhealthy habits that led some of my family members to have health issues. I was determined to create a different journey and help others.

My advice for others on their wellness journey: everything in moderation. It’s never too late to focus on getting healthier—start small and have a plan that includes realistic and specific, measurable, achievable, relevant, and timebound (SMART) goals. Also, never judge your progress by weight alone since muscle weighs more than fat. Use your clothes to tell you how your body is changing for the best, and celebrate all the non-scale victories along your journey.

And remember, clean eating is how you look in “dress attire,” and exercise is how you look in your “birthday suit.” Cheers to looking good in both!

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“The Scoop” - From Your Heart: Customer Spotlight Last year, we introduced “The Scoop,” a digital publication available to Customers via the e-reader on the Inflight Entertainment Portal.

Each quarter includes a 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.

I use my voice as an artist to take people on a musical journey, where the destination is self-love and acceptance.

-Gabby Samone

I’m an Artist on the Rise

Read our Customer Gabby’s Southwest story, which she shared with us as part of her participation in our Artist’s On The Rise program.*

Gabby Samone Baltimore, Md.

I remember my first flight. I was super anxious throughout the entire experience. I’d never traveled to perform outside of my home state of Maryland and was nervous. However, the professional, high-quality service from the People at Southwest Airlines made my debut in the sky relaxing and stress-free. I felt like I’d been flying forever.

Fast forward to November 2022 and another memorable flight—this time traveling to perform on a major daytime talk show. I was selected from many up-and-coming artists to be featured through a partnership segment with Southwest to highlight their Artist On The Rise initiative.

Through this platform, Southwest shines a light on artists in hopes of giving them a lift in their careers. And this experience, without a doubt, will help me as I pursue my dream. In addition to the exposure I received from being featured on the show, I also received 10 round trip flights from Southwest for travel to my upcoming gigs.

Like a pilot communicates with passengers during a flight, I use my voice as an artist to take people on a musical journey, where the destination is self-love and acceptance. I’ve discovered that traveling outside of my comfort zone to experience new things gives me peace of mind.

I want to use my platform as an artist to encourage my generation to be better, caring for ourselves, and improving our mental health. “Better” is also the title of my single, available on all digital platforms.

Southwest supported my journey as an Artist On The Rise, and they’ll always be my first choice.

*To learn more about music and Southwest Airlines® and the Artists On The Rise initiative, visit Southwest.fm.

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Charter Associate Program Managers Take Customer Service to the Next Level

By Charters Sr Manager Zac Kramer and Charter Operations Manager Marc Stank

It’s like having an entire row to yourself, except it’s the whole plane!

That’s the experience the Southwest® Charters program provides.

Flying on a private or public Charter allows Customers to travel exclusively with up to 143-175 of their closest friends (on a 737, of course!). Whether Customers are flying for a special event or celebrating a milestone, a sports team heads to a game, or the U.S. military is transporting our nation’s heroes, Charters allow personalized scheduling matched with the Legendary Customer Service that Southwest is known for.

A chartered plane is a different flying experience for Customers and Employees. It’s a unique operation that requires specific execution, needs, and skills. Lucky for Southwest, we have a Team of Charter Associate Program Managers (or CAPMs as we call them) dedicated to ensuring our Charter Customers have a seamless and enjoyable experience when operating outside the Southwest network.

The Charters program went through a refresh in the fall of 2022 to boost the Customer Experience and ensure every flight was operating with the same excellence and attention to the many details that make these flights unique. During this time, we created the CAPM Team to personally connect with our Customers and provide leadership and support throughout the planning, preparing, and executing processes for each Charter flight.

Since the program launched, we’ve seen a lot of early success and heard that our CAPMs’ favorite part is being a point of contact for the Customer and our Crews. They love greeting our guests and ensuring they have everything from flight times to catering and other special requests. If the football game goes into overtime, it’s easy to text us and adjust the flight to fit your needs.

Charter Associate Program Managers pictured from left to right: Irina Thomas (MCO), Gracy Barnett (OKC), Adrian Owens (HOU), Ken Rawls (DAL), Bryan Haley (PHX), and Sarah Hamner (OKC)

CAPMs, assigned to offline and offgate charters, close the gap between the Customer and the operational side of the flight to ensure a personable yet efficient operation. Since these operations can be unique, CAPMs serve as a resource for our Pilots, Flight Attendants, and Operations Agents.

Now, CAPMs have direct contact with the Customer from the planning process to takeoff. CAPMs confirm many logistics in the days leading up to the flight, showing up hours before departure to brief the Crew on Safety while covering a long checklist of items that keep us in compliance.

Our CAPMs provide an extra level of service for the Customers and our Employees. Customers receive top-notch Customer Service, and Employees feel empowered to complete their jobs successfully. It’s a win-win situation.

Alongside a great Customer Experience, the Charters program has exceptional performance on the ground and in the skies.

Implementing CAPMs and a more innovative Charter operation resulted in better compliance, improved ontime performance, decreased weight & balance issues, and provided better efficiency for our Operational Teams.

The most rewarding part is when a Customer says they had a special and personalized flight. Most of our Customers are traveling for a special occasion like a sporting event or a professional conference, or in the case of our military, returning home from a deployment. We want to ensure their travel experience is enjoyable and smooth too.

Hospitality isn’t just something we strive for at Southwest—it’s a value we live out daily. We want every Customer to feel cared for and seen, just like we do our Employees. The CAPM Team and Charters program shows Southwest’s commitment to delivering legendary Hospitality to every Customer and Employee interacting with Charter flights, and it’s just taking off.

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A career by you, for you

By The Career Mobility Team

At Southwest, you’re empowered to create your own career; one that fits the goals—and lifestyle—you want. Our Career Mobility Team empowers Employees to explore internal career opportunities, discover new roles, or prepare for a promotion through services like career advising sessions, resume review, interview preparation resources, and more. Since April 2021, our Career Mobility Team Members continue championing Employees in their next career move. Not sure where to start or how to grow your career? Hear from Cohearts about their recent career progressions!

I’m a Sr Ground Operations Timekeeping Associate in St. Louis (STL). I’ve worked in Ramp, Operations, Provisioning, and Cargo. I reached a point eventually where my health wouldn’t allow me to work out in the elements, which led me to pursue new opportunities. Most recently, I applied and accepted a position on the Ground Operations Timekeeping Team with the support and guidance of the Career Mobility Team. I’ve interviewed many times throughout my Southwest career and don’t believe I’ve ever felt as confident as I did this last time.

How did the Career Mobility Program support you?

I didn’t know Career Mobility existed until I applied for the position on the Timekeeping Team! A Coheart mentioned it in passing. Curious, I looked into it and booked an appointment as the services offered blew me away. The Career Mobility Team encouraged me and provided good advice.

Kathy Ryan

How It Started: Ramp Agent How It’s Going: Senior GO Timekeeping Associate

What services did you leverage?

Interview preparation—twice! After the first session, I took that advice and planned for potential interview questions. I booked a follow-up session as a mock interview to gather feedback.

Would you offer advice to those interested in pursuing other internal opportunities?

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Yes! Contact the Career Mobility Team and spend as much time as you can spare with them.

Second Quarter 2023

Are there any tips you learned that you’d like to share?

Use specific examples to answer your interview questions, and remember to believe in the product you’re selling at your interview!

During my 18 years at Southwest, I’ve worked in several roles, including Ramp Agent, Operations Agent, and Freight Agent. I’m grateful my previous roles contribute to my current success in my short tenure as a Cargo Customer Service Supervisor in Atlanta (ATL). They’ve helped me understand various roles and responsibilities throughout the Company and how we work together. It’s led to better planning and execution for me on the Cargo side.

How did the Career Mobility Program support you?

I connected with the Career Mobility Team since I hadn’t interviewed for a position in a decade.

It’s still a vivid memory; I was nervous, trembling, and thought I didn’t do well.

Kennetta Carter

How It Started: Cargo Agent How It’s Going: Cargo Customer Service Supervisor

I signed up for resume review and interview preparation. The Cargo Customer Service Supervisor position sparked my interest, and I wanted to ensure I did everything I could to prepare. On the day of my interview, I felt overly prepared and confident.

Would you offer advice to those interested in pursuing other internal opportunities?

What services did you leverage?

I’d recommend reaching out to our motivating Career Mobility Team. They’re happy to assist you so you can bring out what already lies within yourself.

Are there any tips you learned that you’d like to share?

Always keep your resume updated and ready since you never know when a new opportunity may arise.

Don’t feel afraid or ashamed to reach out and ask for help. The Career Mobility Team is available to assist and encourage you. And finally, don’t wait until jobs post to do your research—start today!

Attend an Upcoming Career Mobility Event!

Do you want to see your career take flight like Kathy and Kennetta? To learn about upcoming Career Mobility events, view past webinars, or see internal career opportunities, visit SWALife >Life & Career >Career & Learning >Career Main >Career Mobility.

Leverage the Career Mobility Team’s self-service toolkit, which includes resources to empower Employees to navigate their careers at Southwest. For questions, email CareerMobilityCenter@wnco.com.

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Adopt-A-Pilot® Celebrates 25 Years!

Sr Community Outreach Specialist Lori Skinner and Communications Intern Madelyn Nelson

Adopt-A-Pilot® celebrates 25 years of our Pilots inspiring fifth-grade students to let their dreams take flight through mentorship, educational activities, and fun ties!

At Southwest Airlines, we’re known for our hearts in the skies, our communities, or the classroom! We’ve connected our Employees and students with educational resources, mentorship, and unique learning opportunities, including through our Adopt-A-Pilot Program (AAP) since 1997. Southwest Pilots volunteer in fifth-grade classrooms to teach lessons about aviation; science, technology, engineering, and mathematics (STEM) education; and positive life skills like time management and goal setting. In return, students discover aviation careers and how to see their dreams take flight!

Over the past 25 years, we’ve made a difference in the lives of more than half a million young aviation enthusiasts.

The connections go beyond the curriculum, and Pilots form lifelong mentorships with the students.

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Adopt-A-Pilots Throughout The System

Mentorships Take Flight

Hagen, an AAP student from 2016, shared his story with the program and his connection with DAL Captain Dave Martin, a 10-year AAP Ambassador.

Hagen recalls learning about time management from Captain Dave by following his flight adventures. Students like Hagen interact with a personable mentor and role model to inspire them to pursue their dreams.

“For me, participating in the Adopt-A-Pilot Program is simply amazing,” said Martin. “I feel good knowing that these young minds are eager to learn.

That they’re genuinely interested in what you’re teaching them. Students enjoy ’homework‘ in the AAP program and learning by participating!

They get excited about it.”

MCO Captain Atif Fareed started as one of our original Pilots when the program launched, and he’s remained actively involved for 25 years! During his early days of volunteering with AAP, Captain Atif noticed his impact. “I took my kids to the park, and a six-year-old pointed at me and said, ‘I know you mister,’” said Atif. “I was intrigued and asked him how he knew me. He said I was the coolest adult, came to his class, and talked about airplanes. I realized that day I impacted him and had a natural teaching ability.”

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Our very own President Emeritus Colleen Barrett attended the event celebrating our 25th Anniversary of the Adopt-A-Pilot® Program.

“Early in my career, a mentor told me when you get to where you’re going, make sure you turn around and help the ones coming up behind you. Participating in a program that gives back to its community in an impactful way empowers me to do just that. I’m grateful I work for a Company like Southwest that allows me to share what I love with others.”

– OAK First Officer Wendy Hales Mora

“It’s gratifying to build the children’s confidence to believe in themselves, choose their goals, and have the tenacity to achieve their dreams. At the same time, I emphasize being kind, grateful, and honest. Sharing real-world experience helps spark their math, science, and geography from a rote level to a correlation level of learning. I’m grateful for how much I gain by engaging and listening to the children.”

– PHX Captain Nancy Martin Belitz

25th-Anniversary Tie

One unique element of AAP is the annual tie contest! Each year since 2006, Southwest Pilots who volunteer in AAP receive a custom tie typically designed by a fifth-grade student. These ties thank the Pilots for their generosity and mark the ongoing connection between our Pilots and students. The tradition is a well-known and highly anticipated part of the program!

Southwest Employees voted for the 25th-anniversary special-edition tie design this year, which took a different approach to celebrate the milestone anniversary. One of Southwest’s talented designers, Brianna Juda, created the artwork for the winning tie design for Pilots to wear throughout the celebrations. The design shows a pencil pointing toward an airplane runway—the perfect combination of education and aviation. Participating Pilots proudly wear the tie during their travels!

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Anniversary Plane Decal Celebration

In true Southwest fashion, we celebrated this milestone anniversary while reflecting on the impact and growth of the program. We want AAP to go beyond the classroom, so we took it to the skies!

AAP Ambassadors, past students, and current fifth-grade enthusiasts visited the Southwest hangar in Dallas for a plane decal unveiling and a celebration to commemorate the inspiring program. Students saw the new plane first-hand, hung out with our Pilots, and played games on this memorable field trip for our future aviators. The next time you board a Southwest flight, see if you’re on the AAP plane!

Southwest Pilots lead with Heart by sharing their passion and knowledge with the next generation of aviators. We appreciate their time and dedication to our Adopt-A-Pilot Program and can’t wait to see it thrive in the next 25 years and beyond!

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Cheryl on Roan Mountain in Tennessee.

Jaguar tracks found in the Belize jaguar preserve.

Personal Perspectives 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 Cheryl Wolf shares about her Southwest career and how she taps into her creative side thraough journalism and art. Let’s continue to learn from each other and lean on our personal perspectives regarding respect, family, and our Company Values.

To bring these stories to life, we asked volunteers to share more 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 story, email LUVLines@wnco.com.

Cheryl Wolf

FLL Station Administrative Coordinator My name is Cheryl, and I’ve been with Southwest for six years. I’m currently at the Fort Lauderdale Station. Many know me for my artistic abilities through writing, art, and travel. Few know about my fascination with all things fierce—a fascination that’s sparked my passion for nature’s most ferocious creatures, big cats. My dream job was to be the next Jane Goodall or Dian Fossey, traveling the globe to study felines in their natural habitats. That dream took a detour after struggling through college zoology and chemistry coursework.

Navigating a series of career zigzags allowed me to enhance my knowledge, skills, and talents in journalism, travel, and aviation. I learned to maximize the impact of each stop along the way, but never gave up on finding that sweet spot where passions and career intertwine.

In 2016, while editing biology books for an academic publisher, an ad for a part-time Southwest Customer Service Agent (CSA) caught my eye.

Initially I thought, “what a great side hustle,” but a week after completing training, I was offered a full-time position. Instinct and intuition drove me to take a leap of faith. Steve Jobs once said, “Intuition is more powerful than intellect.” I’ve since moved from CSA to a Station Administrative Coordinator. I’m beyond grateful for my journey, job, and the fantastic travel perks.

Traveling to destinations with national parks, nature preserves, and wildlife sanctuaries stokes my creative fire. I still dabble in freelance writing, art, and photography and never lost big love for big cats, who often prowl their way into my artistic endeavors.

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Cheryl pictured with two of her selected drawings.

Artwork selected for the FLL Employee Art Exhibition and currently on display in the FLL terminal.

In 2019, I traveled to Belize to try and catch a rare glimpse of one of the world’s most mysterious wild cats. Belize is a country that embraces wild cat conservation and is home to the world’s only jaguar preserve. Besides the jaguar, this lush jungle nirvana is home to the puma, jaguarundi, margay, and ocelot.

I selected a local hiking guide and trekked into the jaguar reserve. My uncertainty about hiking alone must have angered the Mayan rain god, Chaac, who unleashed two days of raging thunderstorms. As I waited, I debated until my inner-Sheena flipped the bravery switch. A 4WD pickup hauled me up the four-mile, one-lane, steep gravel road to the trailheads. Jostling dips, bumps, and potholes frayed my fragile nerves.

Mud-slick ruts deep enough to suck the boot right off your foot flanked either side of the narrow road.

About two miles up, I sprung out to examine an unusual pattern along the road’s edge. Distinctive, sizable cat tracks pressed into the soft terrain. I tiptoed gingerly around them to capture photographic evidence.

Later, as a park ranger examined my photos, he uttered four words that induced fear and euphoria.

“Definitely fresh jaguar tracks.”

I hit the trail armed with only a camera, compass, eight ounces of water, and one ounce of courage, instantly regretting bringing nothing for self-defense. My heart rate subsided as I moved with quiet deliberation deeper into the stunning jungle tapestry of shapes, textures, sounds, and 50 shades of green. Every time I paused to listen, nature rewarded me. Noisy crunching led to an agouti sitting upright like a plump squirrel. A rhythmic drumming exposed a red-crested woodpecker.

Resting by the banks of a swift flowing river, I gazed up into a cathedral of towering trees interlaced with vines. No golden orbs staring back at me. Slightly disappointing. Mostly a relief. Finding the tracks was definitely one fierce omen, not to beware, but to “be aware.”

I wasn’t born a wondrous, clairvoyant warrior princess, but I do have Warrior Spirit, a wildlife conservationist’s heart, and an adventure-loving attitude, including a career that enables me to see wildlife in exotic places like Mexico, Costa Rica, and Belize. One jungle hike didn’t make me fearless, but it took me one step closer to fierce.

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The President’s Council: Where Frontline Ideas Help Company Initiatives Take Flight!

By Assoc Hospitality Consultant Emily Sims

Southwest’s former President and CEO Gary Kelly served on President Obama’s jobs council—a council the former President created with about 50 of the nation’s most successful CEOs. The council’s purpose was to learn about the success of the companies to potentially take some of their ideas to create more jobs in America. Gary found value in bringing a group together to identify opportunities and provide potential solutions and wanted to do something similar at Southwest with our Frontline Employees. In 2014, he founded the President’s Council.

SVP Operations & Hospitality Steve Goldberg welcomed the fourth President’s Council into session earlier this year. The group includes 50 Frontline Employees who applied and were selected to represent their peers from the following workgroups: Cargo, Customer Support & Services (CS&S), Flight Operations, Ground Ops, Inflight Operations, Network Operations Control (NOC), and Technical Operations.

These members come to our Corporate Campus in Dallas quarterly from more than 20 locations across the network to serve as strategic liaisons for their workgroup. They hear from Leaders about Company initiatives and projects, including how to drive impactful change, identify opportunities, and share solutions. In years past, members participated in reevaluating the Employee Journey with the Employee Experience Team, tested the “Great Work” mobile app for SWAG, and identified areas of improvement for The Turn with Operational Leadership, to name a few. Time permitting, they also volunteer in the local community while in Dallas.

To learn more, visit the President’s Council SWALife page.

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OAK Aircraft Mechanic Technician Smitty Smith asking the Ops Executive Panel a question during the Q1 President’s Council Meeting.

President’s Council Members and Advisors at TOPS for the Q1 Meeting.

President’s Council Members and Advisors at the 2023 DAL Rally.

MDW Ops Agent Pete Chiampas asks SVP and Chief Information Officer Lauren Woods a question during the Q1 President’s Council Meeting.

A “walk-the-wall” experience where President’s Council Members shared feedback on the Employee Journey.

President’s Council Members and Advisors volunteering at Maple Lawn Elementary School in Dallas.

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Nonrev: Know Before You Go

By Total Rewards Program Manager Sean Wilburn Soar to new heights with your Total Rewards offerings as a Southwest Employee! Take advantage of one of the greatest privileges of your employment at Southwest: Employee travel. You and your Eligible Travelers receive access to over 120 Southwest destinations— both domestically and internationally—free of charge (except for government taxes for international travel) beginning on day one of employment. Additionally, after six months with the Company, you can purchase standby tickets on over 140 other airlines at significantly reduced rates, connecting you to countless destinations around the globe!

Did you know in 2022 our Employees and their Eligible Travelers flew over 2.36 million flight segments on Southwest with their travel privileges?

So far in 2023, Southwest Employees traveled to 150 countries through their travel privileges on other airlines.

Last year, Employees purchased over

117,000 Zonal Employee Discount (ZED) passes on 119 different airlines.

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Before you start planning your next nonrevenue getaway, here are some tips to know before you go.

• Review our Employee Travel Privilege Policies and the "Know Before You Go" SWALife page for details on other airline travel. These resources can prepare you for the best travel experience.

• • Before making travel plans, visit the ID Agreements menu on myIDTravel for information from partner airlines, including a contact email address for booking and refund support.

• • Explore the Pass Agreements SWALife page for our airline agreements, which include all major U.S.-based airlines and several international airlines. You can see the details about notices and visa requirements for U.S. Citizens for international travel too. These agreements provide access to purchase space available, your spouse and/or committed/ registered partner, eligible dependent children up to 24, and in most cases, parents (not all agreements include parents).

• • Each agreement page directs to the FlyZED.info website, where you can find additional information about each carrier, including their dress code and baggage allowance.

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We’re always looking for opportunities to add new options for our Employees! So far this year, we’ve added seven new agreements, including British Airways. Keep an eye on the Travel SWALife page for the latest details! We work hard to bring our People as many options as possible. Some options may not always seem as flashy or glamorous as others—to one person, it may mean the difference between crossing off a bucket list item or seeing a family member they otherwise couldn’t afford to visit.

Safe travels!

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“The Scoop” - From Our Heart: Employee Spotlight Last year, we introduced “The Scoop,” a digital publication available to Customers via the e-reader on the Inflight Entertainment Portal.

Each quarter includes an Employee Spotlight that celebrates our Employees and their amazing work going above and beyond for our Customers. Here is the spotlight for this quarter.

Employee Spotlight

Customer Support & Services Customer Representative

Robert Carner Customer Support & Services Customer Representative Robert Carner has been brightening the days of our Customers and Employees long before he received his Southwest® badge—seriously, we’re talking decades! He fell in love with the Culture of Southwest Airlines® in the 1970s, the first time he flew with us from Midland/Odessa to Dallas. His passion earned him the nickname “Mr. Southwest” at a previous employer, and that wasn’t his only nickname. For years, Robert flew every weekend to maintain his Companion Pass® status. He always brought treats for our Employees, who came to know him affectionately as the “Candy Man”!

This sweet story doesn’t stop there. Robert’s admiration for Southwest led him to purchase tickets for our inaugural flight to Hawaii in early 2019, as well as the four inaugural flights to the other cities we serve in Hawaii, so he could be part of those historic moments. He says the fun and festive atmosphere onboard those flights inspired him “to do whatever I needed to do to become a Southwest Employee.” In early 2022, Robert officially joined the Southwest Family. After many years of experiencing above-andbeyond service from Southwest Employees, he was the one sharing the love finally!

Not long ago, Robert traveled to New Orleans on a special mission to pick up fresh beignets for a party. Unfortunately, his flight home got delayed. As he sat at the gate, surrounded by Customers and waiting for updates, he began to notice that everything in the airport was closing, limiting food for our Customers and Employees. Robert shared, “I saw an opportunity to brighten people’s day, and I took it!” He passed out beignets to each Customer, Ops Agent, Customer Service Agent, and Crew Member he saw at the gate. Many of our Customers gratefully hugged him, and the Captain’s face lit up when he was handed a big bag of beignets for himself and his Crew.

Robert says he’s motivated to share with Customers and Cohearts because, “It’s the little things in life that make me smile. That, and being part of the Southwest Family.” We couldn’t agree more, Robert. You make our hearts smile every day, and we’re so glad you’re officially part of our Family!

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Out With the Old and in With the New!

Learn more about the new Inflight EFB Kits!

By Sr Manager Inflight Mobility & Strategy Ron Freer While the grass isn’t greener with everything in life, it is when it comes to our Inflight Electronic Flight Bag (IEFB)! It’s been three years since our last refresh, so Inflight Operations is thrilled to provide Flight Attendants with new devices loaded with new features, a new onboard sales app, and much more.

On April 3, Flight Attendants began ordering their Inflight EFB Kits, which include: • iPad mini 6 • MOST custom case • Payment Puck • The Payment Puck attaches to the back of the iPad and allows Customers to pay with options like swipe, tap, or chip credit cards. And that’s not all!

Mobile payments such as Apple Pay and Google Pay are also accepted onboard.

• OrderUp • A new onboard sales app that’s easy to use and provides Flight Attendants with new features they’ve been asking for, including quick pay and easy refund options.

While you’ve possibly seen some Flight Attendants with the current and some with the new IEFBs, all Flight Attendants transitioned to their new IEFBs on June 5.

This latest refresh shows how far we’ve come from paper manuals and handheld devices. Originating flights on March 17, 2017, marked our official transition from a paper Flight Attendant Manual to an IEFB. And from the start of this effort to upgrade our tools, Flight Attendants continued adapting to these changes. Let’s hear what they have to say about the new IEFBs:

"I’m so excited to be getting the best equipment and applications that will allow us to deliver a high-quality experience for our workgroup and Customers. By investing in superior technology, we have an opportunity to set a high bar for industry standards."—BWI Flight Attendant Caryn Collier

"With the rise in popularity of digital payment methods like Google and Apple Pay, I’m excited about our new Payment Puck and its capabilities to accept those payment methods! Not only have our Passengers been asking for it for years, but it’s also so convenient for our Passengers to make purchases on the plane with just a tap of a phone or watch."—DAL Flight Attendant Melissa Anderson Bustos

"I love the compact, integrated design of the Payment Puck. As someone who always has their phone but often forgets their wallet, I’m excited about the new tap to pay technology!"—MDW Flight Attendant Charlie Ulrich

Many thanks to the 164 Flight Attendant testers and their efforts to help modernize our operation. Look for these new devices onboard your next trip this summer!

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A Cybersecurity Scenario: Can You Help the Detective?

By Assoc Technology Analyst Hannah Hardee

Meet Alice. She’s a Southwest Coheart, and it’s a typical Monday. Alice logs into her computer and starts reading emails. She tries to get through her inbox quickly before her morning meetings begin and clicks on a link that takes her to a weird website. Short on time, she decides she’ll figure it out when she returns to her desk and continues with her day.

Later that day, Alice realizes her computer is unlocked and opened on a webpage she’s never visited.

Additionally, she notices papers shuffled on her desk. Alice blames the odd shifting of things and the weird website on herself—possibly visiting the website absentmindedly and because her desk is often messy. In a panic, she checks for the password she keeps on a sticky note under her keyboard to make sure it’s still there, and it is. Whew!

The Cybersecurity Team received an alert about stolen SWA CONFIDENTIAL information and they trace it back to Alice’s IP address. After asking Alice what happened, she explains her day to the Team.

Use your cyber detective skills to aid the Cybersecurity Team! Develop your theory on what happened by choosing three clues below and think about advice for Alice to prevent this unfortunate scenario.

• Left workstation unlocked | Advice for Alice: Always lock your workstation when you leave your computer.

• Alice shared credit card information online | Advice for Alice: Never share personal information on unsecured or non-trusted websites, whether for another person or yourself.

• The unknown threat actor found her password on her desk | Advice for Alice: Always keep a clean desk and NEVER keep your passwords where others can find them.

• Opened a link in a phishing email | Advice for Alice: If an email looks suspicious, report the email with the “report suspicious email” PhishAlarm button in all Outlook platforms.

• Hacker guessed her password | Advice for Alice: Always use a strong password; don’t use common phrases or information others may know about you, including a birthday or pet name.

Did you figure out what happened? Check your answers by visiting the Cybersecurity Training, Education, and Awareness SWALife page to see if your hunch was correct!

Thankfully this is a sample scenario, but inadvertently sharing Southwest or personal data could happen to any Coheart. Whether you’re up in the air, at a computer, maintaining our planes, or wherever, THANK YOU for taking a shared responsibility in keeping our Coheart and Customer data cyber-safe and secure!

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Advice for Alice: Always use a strong password; don’t use common phrases or information others may know about you, including a birthday or pet name.

Opened a link in a phishing email Advice for Alice: If an email looks suspicious, report the email with the “report suspicious email” PhishAlarm button in all Outlook platforms.

The unknown threat actor found her password on her desk Advice for Alice: Always keep a clean desk and NEVER keep your passwords where others can find them.

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AROUNDOURSYSTEM

Culture Around Our System Giving back, celebrating, and having fun together are all parts of our Culture. Check out these examples of our Culture in action from around our system. For more fun photos, check out our SWA Pics Yammer Community and the SWA Culture Facebook page, and be sure to share some of your own!

Team FLL enjoyed tostadas, quesadillas, and all the toppings on Cinco de Mayo!

Imua One always brings smiles to our People!

On April 18, Southwest unveiled the Adopt-A-Pilot decal-branded aircraft at a celebration in Dallas. The event brought together former and current participants of the AAP program, as well as Southwest Employees, including Southwest’s President Emeritus Colleen Barrett.

Cohearts around the system put their Heart in Action in Q2!

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SDF Employees got in the Kentucky Derby spirit on May 6.

Frontline Cohearts walked away from the 2023 Hospitality Summit ready to do what they do best—provide Next Level Hospitality.

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