4th Quarter LUVLines 2023

LUVLines THE FINAL ISSUE

The Employee Magazine | Fourth Quarter 2023

Showing our Heart for Maui

At Southwest, we call ourselves the airline with Heart.

See how we put our Heart in action to show aloha to Maui after devastating wildfires.

Modernization Efforts in 2023

We’re on a multi-year journey to modernize our operation and continue to build a better Southwest for us all.

Snapshots of the Southwest Family

Have you ever wondered about the demographics of our Southwest Family? Here are a few statistics to paint a picture of Southwest Employees.

Hiring our Veterans

At Southwest, we have more than 10,200 Employees who self-identify as military members and over 1,800 military spouses. Hear from Cohearts about their transition from the military to civilian life.

INTHISISSUE

8

Snapshots of the Southwest Family: Employee Demographics

14 Showing

22 Modernization

our Heart for Maui

5

The Power of Proactive Hospitality 2

24 Hiring Our

Efforts in 2023

19

All About SWAG

Fourth Quarter 2023

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Cutting Edge

Veterans

21

Tales from the Frontline

30

A Season for Cargo

32

Embracing AI

ANOTEFROMBOB

Bob meets DEN Employees.

A Note from

Celebrating Teamwork

We talk a lot about Teamwork at Southwest, which is no surprise since it’s one of our Southwest Way Values. One of the places we see great Teamwork in action every day is during the Turn. I’m excited for what’s ahead with the Paperless Turn program and various initiatives to modernize and build efficiencies in the Turn over the next several years.

Turning a plane is just one example of Teamwork in action. Running an airline is a Team sport from start to finish!

Embracing Teamwork is part of how we interact with People and win as a Team at Southwest, and I’m just as proud of the many ways you exemplify Teamwork outside of work. Your connections with one another and others in the community because of your tie to Southwest can often lead to special interactions and stories.

A recent example of you all going above and beyond was when you came together to help with our important work alongside Mile High United Way and Downtown Denver. Folks from across the Company—140 of you—hosted a bike build at Skyline Park in honor of Mile High United Way’s 135th Anniversary and the United for Children

program. Volunteers assembled 135 bikes for children to receive at an upcoming holiday party. Talk about Teamwork! What a great way to pull together and support the Denver community.

There’s never a shortage of examples that showcase your incredible Heart, how you connect People to what’s important in their lives (including your Cohearts!), and how you show up for each other in significant ways.

As we enter this busy season, hold on to your natural ability to embrace Teamwork. Showing up for those around you in difficult and happy moments can make an enormous difference in someone’s day, week, or year. And while I know you’re not in it for yourself, research suggests acts of kindness link to a release of dopamine, a chemical messenger in the brain that can give us a feeling of euphoria—it’s a win-win!

Thanks for all you do daily to make this great Company feel like home through every season. I’m deeply thankful for this amazing Southwest Team.

Fourth Quarter 2023

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FLIGHTPLAN

SENIOR VICE PRESIDENT & CHIEF COMMUNICATIONS OFFICER Whitney Eichinger EDITOR IN CHIEF Brandy King MANAGING EDITOR Millie Tidwell CONTRIBUTORS Maddie Adams Holland Bradley Morgan Contreras Lori Crabtree Melissa Ford Kristen Francis Melanie Graham Danecia Jones Melanie Jones Gabby Macias Austin Molpus Anabell Odisho Emily Samuels Ashley Warren Omondi

“It is always important to know when something has reached its end. Closing circles, shutting doors, finishing chapters, it doesn’t matter what we call it; what matters is to leave in the past those moments in life that are over.”

—Brazilian lyricist and novelist Paulo Coelho Endings are just so damn hard, but it’s important to accept when something has reached its conclusion. So, with that, I share that after 48 years, we are issuing our last LUVLines and incorporating the “best of” in other Company channels.

We continuously evaluate our communication channels to ensure we’re meeting the needs of our Employees. As such, we’ve decided to streamline the number of internal channels we offer, and share some of the most popular magazine content in our other Companywide communications channels like SWALife and Viva Engage in real-time. Rest assured, we’ll continue recognizing and spotlighting Employees! We’re passionate about telling stories that honor what you do and celebrate you for being you.

Serving you through LUVLines is one of the proudest accomplishments of my career. My heart swelled with LUV whenever a Coheart told me that a LUVLines article spoke to them—making them laugh or cry or causing them to think or take action. Sharing your stories made me a better person.

Thank you for inviting me into your lives and letting me share my random thoughts in this column.

It’s been a privilege. Though LUVLines is riding off into the sunset, it’s time to embrace what’s ahead.

I LUV you all.

LUVLines Managing Editor Millie Tidwell

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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 Dani Wilkerson Also available on SWALife -For LUVLines information and advertising inquiries, email luvlines@wnco.com

HOSPITALITYHEROES

The Power of Proactive Hospitality

By Hospitality Operations Support Team Sr Specialist Natasha Curtis

When your vacation plans get unexpectedly cut short, waiting in an airport feels like the last thing you want to do—you want to be home. Deanne and her husband’s wait on a recent Sunday evening felt incredibly exhausting as they desperately tried to comfort their inconsolable 16-month-old baby boy at the Denver airport. Waiting for their 9:10 p.m. flight back to Chicago, Deanne shared, “I had a complete breakdown due to worrying about my son and, let’s be real, due to being very stressed out.”

Amidst the frantic chaos, Carolee Leeds, a DEN Customer Service Agent, was about to take her break when she noticed Deanne and her family distressed near the breakroom door. With a warm smile, Carolee introduced herself and proactively tried to interact with the child and comfort him; however, it was clear that this little one was beyond exhausted. After understanding the weight of this family’s situation, she felt empowered to go above and beyond for this family to create a personalized solution that would exceed their expectations and lift their spirits.

Instead of returning to her break, Carolee asked Deanne and her family for their IDs and returned a few moments later with new boarding passes for a flight that departed three hours earlier than their original flight.

This simple gesture of Next Level Hospitality from Carolee “meant absolutely everything” to Deanne and her family. Deanne was immeasurably grateful, sharing that her “son ended up being very sick after we got home, and I’m not sure what would’ve happened if Carolee hadn’t gotten us home on an earlier flight.”

To Carolee, moments like this are a part of who she is. “Hospitality is what I do—it’s engrained in who I am. It’s my personality to help people and see that they’re taken care of. I’m at the ticket counter and the first person a Customer sees, so I always go for it and joke with them, tease them when appropriate, and make them smile,” Carolee said. In addition, she revealed, “Customers tell me all the time that it’s us— the Southwest Team—that keep them coming back because of our help and Fun-LUVing Attitudes.” Her contagious laugh, welcoming demeanor, and friendly conversation reflect the Heart of Southwest Hospitality and made this family of three feel exceptionally cared for.

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TOTALREWARDS

Perks & Discounts for All Your Holiday Needs

By Total Rewards Program Administrator Kara Peña

Looking for discounts on gifts or travel during the holiday season?

The Perks & Discounts Team has you covered!

Holiday shopping

• CDW & Dell: Special pricing offered through our purchase programs.

• Southwest The Store: Use your 25% off one-time annual discount if you haven’t already this year!

• FedEx: Mail your gifts and receive up to 75% off shipping.

• EoS Fitness: Give yourself, friends, or family the gift of health with 99% off enrollment, 40% off an annual membership fee, and 25% off monthly dues.

• Holiday Offers: Receive 20% off the Laithwaites Cheers to the World Advent Calendar, plus free shipping!

Travel

• Parking: Take 40% off WallyPark, 25% off Park ‘N Fly, 15% off Fast Park & Relax, up to 50% off The Parking Spot, $4 off uncovered Sky Harbor Airport parking, and receive exclusive rates at Peachy Airport Parking. If you can, reserve your space ahead of time to lock in your rate.

• Hotels, Cruises, and Getaways: • Various hotel offers within Lodging Deals • Check out our interline agency partners, ID90Travel, Perx, Airway Vacations, and Open Skies Vacations • Don’t forget about 15% off package prices with Southwest Vacations • Enterprise/National: Earn up to 45% off rentals with damage insurance included if traveling on business.

• Local Offers: Find something fun near you with various discounts located throughout our Southwest destinations.

Check back weekly for new offerings!

• Lyft: Protect your business travel ride from surge pricing.

Join the Business Travel Program and earn $15 off now through March 31, 2024. You’re also eligible for this offer if you haven’t taken a ride in over six months.

As always, PerkSpot and TicketsatWork have thousands of additional discounts for you and don’t forget to check SWALife >Life & Career >Employee Services >Total Rewards (Benefits/ Perks) >Discounts for more offers.

Happy shopping!

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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 Dispatch Specialist Allison Tyrone

Allison began her career in the hospitality industry with a large international hotel chain, but these days she’s providing internal Hospitality as a Dispatcher at Southwest Airlines®. After her sister joined the Southwest Family, Allison recalls she couldn’t stop talking about how much she enjoyed her job.

The Company Culture, the benefits, and the opportunity to work with her sister motivated Allison to apply for a role in the same department—Inflight Crew Scheduling. This Team works with our Flight Attendants to adjust their schedules and creatively problemsolve when replacements are needed. Because Crew Schedulers keep a finger on the pulse of the airline’s daily operation, they stay in close contact with our Team of Dispatchers. Intrigued by her interactions with Dispatchers, Allison learned about their role and significant impact on Crew Scheduling and the Company. A little over three years after joining the Southwest Family, Allison completed her certification requirements and officially became a Dispatcher!

As a Dispatcher, Allison works on pre-flight planning and coordinates with Air Traffic Control (ATC) and our Pilots to determine the safest and most efficient routes for our flights. She enjoys the Teamwork and collaboration in Dispatch and says, “It feels great to see each flight I’ve worked on safely reach its destination!”

Allison’s passion for Hospitality and Teamwork also extends to her personal life. Earlier this year, Allison joined several other Southwest Employees on a trip to Kenya arranged by a Coheart from there.

In addition to exploring a small portion of this vast and beautiful country, the group also served at an orphanage in Nairobi. They brought the children treats, donated money to assist with school fees and doctor bills, and provided food.

With her dedication to serving others and proactively solving problems, Allison is an invaluable member of the Southwest Family. Whether learning from our Pilots during one of her flight deck familiarization flights, coordinating with ATC, or serving children in Kenya, Allison works hard and with excellence. Allison, we admire your Heart for Hospitality and are grateful for all you do at Southwest Airlines!

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Snapshots of the Southwest Family

Have you ever wondered about the demographics of our Southwest Family? Well, LUVLines did, so we compiled a few demographics to paint a picture of Southwest Employees.1 1

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Unless otherwise indicated, all stats are as of Sept. 19 2023 and pulled from Workday

7 8,6 4 1

Total Number of Employees

2

Where Southwest Employees Live

3

Locations with the MOST Southwest Employee Residents: Texas, California, Florida,

Arizona, Colorado, Illinois, Nevada, Georgia, Maryland, Tennessee

Locations with the FEWEST Southwest Employee Residents: Vermont, North

As of Oct. 1. Includes active and inactive and part-time and full-time Employees, but doesn’t include Interns or Contractors.

3 As of Oct. 11. Locations are based on mailing addresses.

2

Dakota, Alaska, Maine, Wyoming, South Dakota, West Virginia, Puerto Rico, Montana, District of Columbia

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Gender

Marital Status

56%

44% Female

48%

Average Tenure

Average Age

Married

Male

10.5 4 Years

Share Birthday with Southwest

June 18

205 10

Fourth Quarter 2023

4

52% Single Share Exact Birthday with Southwest

June 18, 1971

4

Southwest’s Breakdown Generationally

41%

Gen X (1965-1980)

36%

Millennials (1981-1996) Baby Boomers (1946-1964)

Gen Z (1997+)

0.07%

15%

8% Silent Generation (1928-1945) 54 Employees

4%

Breakdown by Tenure 9%

Less than 6 Months 6 Months - 1 Year

8%

17%

1 Year - 2 Years 2 Years - 3 Years 3 Years - 5 Years

15% 19%

5 Years - 10 Years

6%

10 Years - 20 Years 20 Years - 30 Years

1%

21%

30+ Years Fourth Quarter 2023

11

Veterans

12, 1,800 790

10,200 Employees

Over

Military Spouses

Total Number of New Hires

We’re grateful for our military service members and want to thank you for your service! To voluntarily self-identify your military or military spouse status, reference pages 6-12 of our Self-ID Learning Aid.

1% 4%

Breakdown by Race

4

American Indian or Alaska Native Asian

19%

Black or African American Hispanic or Latino

54%

I do not wish to answer

16%

Native Hawaiian or Other Pacific Islander Two or More Races White

3% 12

Fourth Quarter 2023

1% 2% 4

As of Oct. 11.

Employee Workgroup Breakdown

4

Inflight Operations (27%)

Flight Ops (15%)

5

Other (9%)

11,876

6,878

Tech Ops (6%)

CS&S (5%)

NOC (1%)

Fun Facts

83%

of Employees work under a collective barganing agreement

77%

of Employees were born between 1965 and 1996

3,920

711

28%

Michael

of Employees reside in Texas

39%

As of Oct. 11. ”Other” encompasses any Employee whose role isn’t classified in Workday as being part of an Operational work group, including Crew Scheduling that become a new department in Workday on Oct. 10.

5

29,701

21,065

4,736

4

Ground Ops (37%)

of Employees have been with Southwest for 5 years or less

Most common name (1,473 Employees)

AUG 22 Most common birthday Fourth Quarter 2023

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Showing our Heart for Maui

By Corporate Responsibility Advisor Kelly Knox and External Communications Specialist Tiffany Valdez

At Southwest, we call ourselves the airline with Heart. You’ll see a Heart on the belly of our aircraft, incorporated in our uniforms, and throughout our Marketing efforts. While it’s a beautiful part of our brand, the Southwest Heart represents so much more. It’s more than 74,000 Employees who serve our Customers and communities with Heart every day.

One of our core pillars is to be prepared and ready to support Southwest communities through established national and local partnerships for when the unexpected occurs. It’s our kuleana, a concept in the Hawaiian language that equates to privilege and responsibility. At Southwest, we take our kuleana seriously and do so with pride.

We believe taking care of the community is a shared responsibility, and it’s inspiring to see the response of supporting communities to the tragic situation on Maui. Earlier this year, the western slope of the island of Maui, Hawaii, particularly evident in the historic town of Lahaina, was consumed by wildfire and still has a long road to recovery.

Our fellow airlines and businesses across the state and country answered the call to do whatever they could to show aloha to Maui. Southwest launched a robust plan to support our Employees, Customers, and organized relief under the coordination of the State of Hawaii. We’re still at work to do our part in assisting the recovery on Maui and proud to highlight some of the work from our amazing Cohearts and diligent community partners since August to put our Heart into Action.

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Flights

As the second-largest air carrier in Hawaii, we offer more than 90 flights a day that touch the Hawaiian Islands. Sixty of those operate on interisland routes. As the crisis began, Southwest continually added service daily on routes across the Pacific and within the state to help move people, pets, and critical supplies. This brought thousands of additional seats to help evacuees get to safety and to allow relief workers to arrive more quickly on the island.

For weeks, Southwest introduced and offered a $19 interisland fare and lowered our pet fare to $1 to facilitate evacuation.

We’re known for our flexible policies, but our flexibility for travel to the area most affected by the Maui wildfires included allowing Customers with reservations involving travel to, from, or through Maui to change travel plans and rebook with no fare differences.

The Council for Native Hawaiian Advancement shared a need to fly Honolulu-based firefighters to and from Maui. They’d work their regular two-day shifts on Oahu, then immediately fly to Maui for two days of volunteer duty. We provided complimentary travel and eased the burden for more than 90 volunteer firefighters in the weeks immediately following the fires. Additionally, we provided travel for the Asian Firefighters of San Francisco who came to Maui to support relief efforts.

Organizations across the state and country have a heart to serve Maui. In partnership with The Office of Hawaii Lt. Gov. Sylvia Luke and University of Hawaii Athletics, nearly 50 student-athletes spent a day in September at distribution centers across Maui to volunteer their time directing supplies.

Help Maui Rise led workshops to help the Filipino community access much-needed aid. Through complimentary Southwest flights, the organization came to Maui to host multiple workshops, navigating how to receive support for those impacted.

Our response continues as we further understand the needs of those affected. To date, we’ve provided flights to over 800 Maui-based organizations.

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Cargo

Ensuring critical supplies can get to the Islands remains crucial in the response and recovery. Since the aftermath of the fires, we’ve provided over 70,000 pounds of complimentary shipments of critical supplies.

We’ve supported nonprofit organizations in need of critical supplies with complimentary shipments. During the early days following the fires, more than 30,000 pounds of air purifiers shipped from the mainland via Southwest Cargo.

Fellow Cohearts donated thousands of pounds of food and delivered it directly to distribution centers around the island. We also transported food donations from Greater Good Charities, World Emergency Relief, and the API Initiative of San Diego.

Pets

In addition to helping people evacuate, we supported furry friends by partnering with Greater Good Charities, Lucky Dog Animal Rescue, and the Maui Humane Society to conduct an emergency airlift to transport shelter cats and dogs from Maui to Portland, Ore. Southwest Employees helped transport 136 shelter cats and dogs in secure carriers and crates in the aircraft cabin of a Boeing 737-800. These shelter cats and dogs already had been sheltered on Maui, and this transportation cleared needed room for an expected influx of injured and displaced pets that continue to arrive at Maui Humane Society. In Portland, these shelter cats and dogs continued their journeys toward forever homes.

Greater Good Charities worked with veterinarians on the ground on Maui to ensure the safety and health of the shelter pets boarding the flight. A licensed veterinarian accompanied them to Portland, and all the cats and dogs were evaluated and received any necessary follow-up medical care before being placed for adoption.

Additional Donations

Southwest donated more than $500,000 in cash and in-kind contributions to national and local partners to help with Maui relief efforts.

We also partnered with the Maui Foodbank, the Maui Relief Fund, Council for Native Advancement, Hawaii Community Foundation, Maui Strong Fund, Maui United Way, The Maui Humane Society, the American Red Cross, Team Rubicon, and Airlink, and are thankful for their support along the way.

To our Cohearts in Maui, we’re still here for you. Our hearts have been with you since our first aircraft touched down nearly five years ago, and we’ll continue working with you throughout the recovery process. To our Cohearts who’ve helped support Maui since the wildfires, mahalo for your meaningful efforts. We’re honored to walk alongside you.

For those visiting Maui in the coming months, please remember to share your aloha with everyone you encounter.

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SWAG: Southwest Airlines Gratitude Sr Manager Awards & Recognition Tiasha Owens Mays Don’t forget to take advantage of all our SWAG (Southwest Airlines Gratitude) platform offers! SWAG houses our various recognition programs, and each Employee has a SWAG account and profile. You can see the recognition you’ve received, the gratitude you’ve sent Cohearts, and shop in the online SWAG mall all in one easy place!

Did you know in 2022, Employees redeemed over 2,184,837,923 SWAG Points for items in the online mall? Items redeemed in order of popularity (from most to least) are:

1 Gift cards – physical and e-cards gift cards 2 Rapid Rewards® points 3 Merchandise As of Nov. 28 of this year, Southwest Employees

redeemed 3,936,861,654 SWAG Points

4 Experiences such as concert and sporting

event tickets, food and wine tours, outdoor adventures, etc.

Cohearts sent 1,065,744 recognition items

(Kick Tails and award nominations), sharing appreciation for each other.

Employees received 863,346 recognition items, which include Kick Tails, awards, and SWAG Points for reaching our Q1, Q2, and Q3 targets as a part of our 2023 Company Goals.

Using SWAG is easy!

You can send recognition to Cohearts and redeem your SWAG Points by launching SWAG from SWALife, accessing the Culture Cloud app from a mobile device, or using the Microsoft Outlook and Teams plug-ins from a desktop computer.

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Keep these tips in mind when redeeming your SWAG Points: • Link your Rapid Rewards and SWAG accounts to avoid delays when redeeming SWAG Points for Rapid Rewards® points. To add or edit the Rapid Rewards® number in your SWAG account, visit SWALife >Life & Career >Employee Recognition >SWAG >Link Rapid Rewards Account to SWAG. Please allow at least one business day for processing before ordering Rapid Rewards® points.

•

Click here or scan the SWAG QR code below to recognize your Cohearts!

• A five-year warranty covers items purchased from the SWAG redemption mall! Visit this customer support page for more information and what exceptions may apply.

•

Visit SWALife >Life & Career >Employee Recognition to learn more about our SWAG platform.

Share your gratitude with Cohearts by sending Kick Tails and submitting nominations for Company awards such as the President’s Award, Winning Spirit, and Spotlight Awards (Southwest Champion and Southwest Star), all with SWAG. Awards

President’s Award

Winning Spirit

Southwest Star

Examples of Kick Tails

Southwest Champion

Service with LUV

Teamwork

Integrity

Fourth Quarter 2023

Excellence

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Never Forget Where You Came From

By Sr Crew Base Coordinator Lisa Petrusha

Eleven years ago, I started my Southwest career in Ground Operations as a Ramp Agent. It was, by far, one of my favorite roles at Southwest Airlines. Eventually though, it was time to move on. Fast forward—I’m now a Flight Operations Sr Crew Base Coordinator at our MDW Station.

I was excited to hear about the opportunity to help plan the MDW Cutting Edge event this year.

Cutting Edge has been around for roughly two decades. It provides opportunities for Pilots and Flight Attendants to learn more about below-the-wing operations and thank our hardworking Ramp Agents for everything they do. Since the ramp is where I started my career, I felt it was important that our Ramp Agents felt appreciated and that our Pilot and Flight Attendant volunteers received the full experience of spending a day in their shoes.

participated, check out the Cutting Edge Podcast Episode on SWALife.

And if there’s an opportunity for you to attend the event next year, I highly encourage it!

When you leave a department, you often hear, “Never forget where you came from,” and that’s stuck with me. On the event day, I started loading the front of the aircraft as if no time had passed. I enjoyed getting in the bin again and giving one of our Ramp Agents a break from the heavy lifting. During the day, I saw that other volunteers were feeling the effects of spending the day on the ramp but still having so much fun learning from the Agents who escorted them throughout the day.

The MDW Cutting Edge event was one of the best days I’ve had at Southwest. If you’d like to hear more from some volunteers who

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Fourth Quarter 2023

Lisa at the Chicago (Midway) Cutting Edge event.

Tales from the Frontline: A Compilation of Stories from Around the System “A Century of Inclusion, Friendships, and LUV”

By LAX Customer Service Sup Pauline Morris Ewing

If you’re an L.A. native or you’ve watched a Los Angeles Lakers game, I’m sure you’ve heard the above slogan. Yes, we love L.A.! This sentiment is accurate for four LAX Queens—CSS Claudia Castaneda (hired 1990), CSM Lolita Bierke, Cargo Sup Becky Jones, and myself all hired in 1994.

As a Team, we’ve spent decades with and grown with our beloved Company. We’ve endeavored to improve our skills with the opportunities afforded to us over the years. Southwest invested in us, and in return, we show up daily to plant the seeds of service so the future of Southwest Airlines is bright.

We all understood from day one that our most important role was building a strong Company Culture. Even though we’re from four different backgrounds and cultures—Philippine, Mexican, Colombian, and Jamaican—the Company embraced us and encouraged us to show up authentically. Inclusion has always been at the forefront and key to Southwest’s DNA. We’re proud to say that hasn’t changed, and our LAX Culture is stronger than ever.

We’re still committed to showing kindness to our Cohearts, being productive, maintaining our Company Values, and doing our part to run a safe operation and Live and Work the Southwest Way. Happy Employees lead to satisfied Customers, which remains a difference maker in our industry today.

We want to set an example for others to follow by being Servant Leaders and making meaningful impacts on the communities where we live and work. We hope our legacy inspires newer Southwest Employees about intentionality in their daily workday—providing the Legendary Customer Service and Hospitality our President Emeritus Colleen Barrett always reminds us about and that our Company is known for.

A Journey Back to Southwest Airlines

By Flight Ops Flight Instructor Joe Gautille

As a new Captain in 2000, I volunteered for the Takeoff Mentor Program to advise young potential pilots interested in Southwest. I was assigned six pilots—four outside the airline and two current Southwest Flight Attendants who wanted to become Southwest Captains. One of my Pilots was Scott Stricklin, a Flight Attendant married to another Southwest Flight Attendant, Julie. I’d previously flown with Julie and knew about Scott.

Scott flew on weekends and worked as a Flight Attendant during the week. Given the thousands of flight hours required to be a competitive First Officer Candidate, I advised Scott he needed to stop working as a Flight Attendant and start flying full-time. Scott left Southwest Airlines for Mesa Airlines. After eight years there, he flew 737s for charter operator Xtra.

He and his family then made the career decision to move to Dubai, UAE, where he flew for Fly Dubai. We stayed in touch, and when Southwest called him for an interview in 2016, we finally met again in Dallas. Scott became a Southwest First Officer in 2016.

In July, he returned to the LEAD Center for his Captain upgrade, and it was an honor to serve as one of his simulator Flight Instructors.

Scott realized his aviation career dream years ago. He’s now a Southwest Airlines Captain based in Phoenix with his family, Julie and two lovely daughters. It only took 21 years!

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Modernization Efforts in 2023 There’s a saying: “In order to move forward, you must first look back.” For Southwest Airlines, that proves true. With years of exceptional service under our wings and a Heart to serve, we use our past to fuel our future. We’re on a multi-year journey to modernize our operation and continue to build a better Southwest for us all.

We’re focused on investing in better for our Employees, our operation, and our Customers in three key areas—what we fly, where we work, and how we deliver. Within each area, we’ve identified modern investments to make, progressed on improvements, and produced some great benefits.

As we embarked on this journey, we also committed to sharing more about our progress and Companywide wins. Now that this year is almost over, let’s recap some of our wins:

What We Fly Received 69 new MAX 8 aircraft*

Retired 22 -700 aircraft*

Completed certification process for in-seat power—installed on 8 aircraft

Onboarded new Viasat WiFi system— 54 aircraft equipped

Upgraded 60 aircraft with larger overhead bins

Completed Anuvu WiFi system upgrades on 100% of the fleet

**

Where We Work •

Hired over 14,000 new Employees***

•

Delivered new lobby signage systemwide

Groundbreaking for the new BWI Hangar Opened new MCI state-of-the-art terminal Announced new BNA Crew Base

Opened a new Station Command Center in HNL * As of Sept. 30, 2023 ** As of Dec. 1, 2023 *** As of Nov. 1, 2023 22

Fourth Quarter 2023

How We Deliver For our Customers: •

Launched Customer self-service options: •

Multi-Passenger reservation split

•

Reservation travel adjustments

•

Proactive Baggage Service Office (BSO) updates

•

Digital pre-check bags

•

Launched on-demand Customer weather notifications

•

Equipped 34 domestic gates with common use boarding signage

For our Employees: •

Upgraded SkySolver Crew Scheduling system

•

Upgraded telephony system for Crew Scheduling

•

Enhanced Amadeus Altéa Reservation Desktop (ARD) and Customer360 systems for Customer Reps

•

Digitized time off and shift trade requests for Ground Ops Employees

•

Digitized the fuel onboard process with eFuel onboard (eFOB) initiative

•

Deployed upgrades to Maintenix platform for Tech Ops

•

Introduced SureWx for winter operations

•

Upgraded Electronic Flight Bags (EFBs) for Pilots and Flight Attendants

•

Introduced new vacation bidding application for Flight Attendants

•

Automated Last Resort Flying (LRF) process for Pilots

Modernizing the operation is part of the Foundational Five priorities—to equip our Employees to serve our Customers and each other with our legendary Hospitality. Teams across the Company continue to boost efficiency and enhance usability to strengthen our fleet, improve the places we work, and upgrade the tools we use to deliver for our Customers.

We’re proud of our progress so far this year, and we’ll continue to press forward with more exciting enhancements in 2024 and beyond.

Click here or scan the QR code above to check out check out the Modernization Hub to learn more Fourth Quarter 2023

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HIRING OUR VETERANS: A Heart for Service Starts With Our People

By Sr Manager Pipelines & Programs Stephenie Munson

At Southwest Airlines, we seek to attract, hire, onboard, and retain extraordinary veterans who serve or have served our country and given our Company the freedom to fly. We’re grateful for our military service members who fought for our freedoms and continue to bring their unique skills to Southwest.

Our support of the military resounds with more than 10,200 Employees who self-identify as military members and over 1,800 military spouses. From our Warrior Hire program that supports the transition of military veterans from active duty and reserves to careers in our Technology Department to our Military@SWA Employee Resource Group (ERG), we’re passionate about supporting our People. With these programs, it’s no surprise Southwest received the 2024 Military Friendly® Employer (Gold) Recognition from Viqtory, which marks an astounding 17 years of recognition in the 21 years since the list’s inception! Hear from Cohearts about their transition from the military to civilian life:

Juan Bustos

Tom McClain

“I’m Juan, a Software Developer for the Air Operations Team. I served in the Marine Corps for five years before transitioning to civilian life and joining Southwest through the Warrior Hire program, which recruits and helps military personnel transition to the civilian world.

“I’m Tom, and I’ve been an Aircraft Maintenance Technician at Southwest Airlines for over 25 years. My involvement in our Company and Station Culture has been important to my career. During my Southwest journey, I’ve participated in our Culture Committee, Hiring Committee, Technical Operations (Tech Ops) Council, President’s Council, and the Military Ambassador Program. I’ve enjoyed opportunities to do many different things with the Company, including leading volunteerism efforts, and it’s made me a better person.

Software Engineer and Warrior Hire United States Marine Corps Veteran

In the Marines, I was a combat photographer. I photographed different units or commanders’ humanitarian acts in addition to training exercises, the change of leadership from one unit to another, retirements, and ceremonies. My military experience helped me understand what I could accomplish, but there was so much uncertainty when I transitioned out of the armed forces. I’m grateful for the skills I learned in the military, including adaptability.

I planned to attend college to study computer science and become a software developer. Then, I discovered the Microsoft Software and Systems Academy (MSSA) program, which provides education on the necessary technology skills for transitioning service members, so I shifted my plans to pursue the program. The MSSA program is unique in that it trains transitioning U.S. service members and veterans for careers in the technology industry. It also creates a pipeline for Candidates to discover open positions within Southwest’s Technology Department.

Upon joining Southwest, I learned about the Company’s Warrior Hire program. I felt understood, received resources, and partnered with a mentor while bridging the transition to civilian life. Once you transition from the military, it can feel like you’re missing camaraderie or belonging. Southwest provided the People and Culture I was used to having around me while serving.”

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Aircraft Maintenance Technician United States Air Force Veteran

Before Southwest, I was an active-duty Air Force guy for over six years and worked on ground support equipment and airplanes. My love for working with my hands led me to pursue earning my Airframe and Powerplant (A&P) Certificate once I left the service. I returned to the Air Force Reserves for 15 years before fully retiring from the military, and I consider my time serving an honor and a privilege.

My Southwest career is a blessing. Currently, I work on the shop side of maintenance. We move planes in and out for different maintenance shifts, coordinate timing, and effectively manage the limited maintenance space available in Phoenix. I love taxiing airplanes around the hangar or airport.

As I think about retirement, I’d like to get our newer Employees involved with our various committees to keep our traditions and Culture alive for the next 20-30 years. I hope they experience the same Family feeling I’ve always felt. While I’m not yet ready to turn off my career engine, I’ve had an incredible ride. We’re all one Southwest Family and our Culture of caring provides a good foundation.”

To celebrate the Heart of our People, we’ve introduced a voluntary opportunity for Southwest Employees to validate or share personal information about themselves (self-ID) in Workday. When Employees voluntarily self-identify their military status, military spouse status, or veteran status, there’s more robust information about our workforce to better facilitate the dialogue at all levels around initiatives to create a sense of belonging.

Jeni Tetu

SWA U Team Leader United States Navy Veteran “I’m Jeni, and I began my Southwest chapter in 2015 as a Sr. Learning Developer in the Southwest Airlines University (SWA U) Department, where I designed and developed training content for Tech Ops. Now I’m a Team Lead, focused on elevating my love of Southwest Airlines and supporting the veteran’s voice in the Company.

There are so many different paths that one can take to get to where they are now. My story began in Vietnam, where my family fled violence and communism to create a new life in the United States.

Thanks to their sacrifices, hard work, and determination, I’m a proud U.S. Navy veteran and Southwest Employee.

I’ve overcome hurdles and challenges as a Vietnamese American.

As I grew older, I started to think about what I wanted to do with my life. School was important, but I knew that my family couldn’t afford to send me to college, even with a partial scholarship. Tuition would be too much to burden them with. Luckily, I listened to a presentation from a Navy recruiter that made me consider enlisting after graduation. This experience was memorable because I had never seen an Asian female recruiter in uniform. When she spoke, her experience impacted me, and I knew it was something that I wanted to do.

So, I joined the military and didn’t tell anyone until it was time for me to leave for boot camp in 1998. In total, I served 20 years in the Navy and was able to retire and celebrate with friends, family, and my Southwest Cohearts.

I grew up being grateful and appreciative of all the opportunities that came my way, and they molded me into the person I am today.

I wouldn’t have a story to share regarding my journey to the United States or my professional career if it weren’t for my parent’s choices and sacrifices.”

Our multiple military-focused programs encourage Employees to create and discover their unique careers at Southwest. As the military community shines with Heart for service over self and continual excellence, we’re proud to continue fostering the comradery our veterans, service members, and family members treasure.

• Warrior Hire Program: Started in 2018 and throughout the years, more than 40 Southwest Warrior Hires have successfully transitioned and received the full support of technical and career skill training, along with a “battle buddy” from a previous class, a transition mentor, and direct guidance from the Warrior Hire Steering Committee.

• Destination 225° Military Pathway: Launched in 2019 with other pathways for those interested in pursuing their dreams as a commercial Pilot. This pathway in the Destination 225° program provides the transitional bridge for current or aspiring aviators with military flying experience to pursue a Pilot career at Southwest.

• Military@SWA ERG: Introduced this year as an opportunity to provide a community of support and camaraderie by connecting military veterans and their Cohearts with resources to help them reach their full potential and fulfill their career aspirations.

•

We’re also proud of our national partnerships with military-focused nonprofits, including Team Rubicon, Help Heal Veterans, Honor Flight Network, and PTSD Foundation of America, who provide impactful services to military personnel, veterans, and their families.

Our Recruiting Teams also attend annual conferences like the Rotary to Airline Group (RTAG) and The Pilot Network Conference (TPNx).

While our colors may be red, yellow, and blue, our Southwest Heart beats red, white, and blue. Thank you for everything that you do to serve those who serve our country.

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(R to L) Kia, Jarelle Jr., Addisyn, and Jerelle at Disney.

Personal Perspectives

By Sr Internal Communications Coordinator Ashley Warren Omondi

Personal perspectives make each of us unique, and we’re lucky to have more than 60,000 Employees and theirs at Southwest. To close out the year, we are going to learn about Jerelle Thompson and how his desire to take his first flight led him to Southwest and now 16 years later he is helping us stay safe throughout our operation. 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 ask 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 of 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 Ashley.WarrenOmondi@wnco.com.

Jerelle Thompson BWI Operations Agent My name is Jerelle Thompson, and I was born and raised in Baltimore, Md., and I work as an Operations Agent (Ops Agent) and Safety Representative at our BWI Station. I’ve been with Southwest for 16 years, all in Baltimore. Before becoming an Ops Agent, I worked on the ramp for 11 years and loved it, especially the People and the family-oriented environment. I wanted to learn more about the operation, which led me to above-the-wing operations. This change furthered my interest in being a Safety Representative and understanding the importance of making sure we’re hospitable with our Customers while getting them where they need to go safely. My primary goal is to look out for our Employees and Customers just like I would my own family.

From the start, I knew I always wanted to fly. Fresh out of high school, I thought working for an airline would help me accomplish that dream of taking my first flight. In June of my graduation year, I applied at Southwest Airlines, and by November, I started my Southwest journey. In addition, my best friend from high school and Godfather to my children, BWI Ramp Agent Justin Nicholson, applied to Southwest, and we were both hired! We still work at the BWI Station together today.

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Jerelle Jr. and Jerelle out and about.

(R to L) Kia, Addisyn, Jerelle Jr., and Jerrelle at Cinderella Castle at Disneyland.

While I always knew I wanted to fly, I never flew until I traveled to Dallas for training. It was an unbelievable experience I’ll never forget, and I’ve been flying ever since! My first leisure trip was to California in 2008. Growing up in Baltimore, I wanted to see palm trees and “The Fresh Prince of Bel-Air” mansion. Southwest made all those aspirations come true and much more!

In addition to my Southwest Family, most people know me as an active family man. I enjoy spending time and traveling with my wife, Kia, and two children, Addisyn (5) and Jerelle Jr. (2), as much as possible. I’m always around them, and I love taking them places I couldn’t go to as a child. We fly quite a bit now, at least once a month. We love going to Tampa, visiting parks, and exploring as much as possible.

At Southwest, it was easy for me to integrate my personal beliefs of caring for people into the workplace. I’m always talking about how we should understand people’s differences. Everyone grew up differently and experienced different things, which colored their perspective on the world. This thought also spills over to our Customers since we never know why someone is traveling. We should strive to improve their day with our Southwest Hospitality, which includes our interactions with Customers and how we engage with each other. A great example is on the ramp.We operate as a Family, where everyone understands that if we all do our part, it makes the work more manageable. It’s all about Teamwork.

If there’s one thing I’ve learned over the years, it’s valuing Southwest and the friendships I’ve made. I don’t take anything for granted. I encourage you to make meaningful connections with your Cohearts, support each other, and be yourself.

Jerelle and his wife Kia at the Southwest 10 Year Anniversary Party.

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Hospitality for the WN

By Team Leader Hospitality Jamie Lanham Hospitality starts with our Values. How we show up with Pride, Integrity, and Humility. How we treat each other through Teamwork, Honesty, and Service with LUV. How Southwest succeeds with Efficiency, Discipline, and Excellence. President Emeritus Colleen Barrett would say, “You will never hear a Customer (or Coheart) say how you gave too much, only if you gave too little.” As we journey into 2024, let’s continue to deliver on our Customers’ expectations, providing Next Level Hospitality and living out our Company Values. Recently, I sat down with three Employees to discuss how they live out our Values, provide outstanding Hospitality, and follow The Golden Rule.

How I show up Pride

Have a strong work ethic, take initiative, and be accountable • We are dependable and engaged • We put our Hearts into our work • We do not blame others

Integrity

Act like an owner, choose to do right, and be courageous • We do not walk past problems • We spend Company money wisely • We do not sacrifice our integrity for results

Humility

Don’t take yourself too seriously, keep perspective, and don’t be a jerk • We keep our egos in check • We understand it’s not all about us • We bring a sense of fun to hard work

How we treat each other Teamwork

Practice civility, embrace Team over self, and be inclusive • We assume positive intent • We appreciate the strengths of our Cohearts • We avoid tribalism

Honesty

Service with LUV

Practice Hospitality, live by The Golden Rule, and don’t be rude • We make others feel welcomed, cared for, and appreciated • We treat our Customers with respect • We embrace and support our communities

Pride, Integrity, and Humility What makes you feel like an owner in your role?

It all comes down to trust and responsibility. I want to build trust with those I lead and interact with. Also, my contributions to decisions that positively impact the Company are important.

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Discipline

Be safe, focused, and reliable • We comply with policies, procedures, and regulations • We consistently produce high-quality work • We do not get distracted from our work

• We handle issues proactively • We seek the truth and do not gossip • We are straightforward and sincere

How I Show Up

Don’t make the easy hard, keep costs low, and stay agile • We embrace simplicity • We look for ways to improve • We are flexible and open to change

Speak up, be transparent, and tell the truth

Tiffany Spence Manager CS&S Operations

How Southwest succeeds

Excellence

Get results, win the right way, and kick tail • We do our best every day • We are not complacent • We know what it takes to win

What are three things you try to do every day?

Self-assess. By self-reflecting at the end of every day, I evaluate how I showed up and how my Team received me. If I make a mistake, I think about those moments and what I would’ve done differently before creating solutions and making changes. Intentional Leadership and Availability. In a remote work environment, you must be present, available, and visible to those you lead. I also ask questions and never assume I know what they need from me. Encouragement. I make sure that the People I’m leading know how the work they do and how they show up matters.

Have you seen Hospitality where you work, and if so, how did it impact you?

I had a medical procedure recently, and my Leadership Team, knowing I didn’t have family that lived close, took the time to come to the hospital before surgery. I’ve never worked for a Company and experienced that before. It took intentionality on their part to do that for me since they could’ve called or texted their support. It made me feel loved, appreciated, and cared for.

Colin Scantlebury MDW Assistant Chief Pilot

How Southwest Succeeds Alex Vuong HNL Ops Agent

How We Treat Each Other Teamwork, Honesty, and Service with LUV How do you look for a win for the Customer and Southwest?

I always put my Heart into my work, and Customers see it. I genuinely help them. Recently, a Passenger traveled to Minneapolis for surgery and had never flown on Southwest. She asked if she could board early and sit in first class. I explained our policies and secured her a seat in the bulkhead to care for her needs. It’s the little things that matter. I also bought her a sandwich and coffee when she learned we don’t serve food onboard. My Mom continuously reminded me growing up to “Smile; be nice, it doesn’t cost you a penny to do it”!

How might you overcome conflict amongst your Team?

Not everyone comes to work in a good mindset, ready to work. I always reach out, offer to talk, and ask if I can help.

I treat everyone like family, even if we aren’t close.

What are ways you personalize an interaction and connect with a Customer?

It’s about our interactions and how you speak with Customers, giving them attention and listening to their needs. Recently, I met a family with a child on the autism spectrum. When they pre-boarded, I allowed them extra time and assisted them as they settled in before I began general boarding.

I always remember that actions speak louder than words.

If you experience a great interaction with a Customer and truly listen to their needs, they’ll remember how you made them feel. Your actions can leave lasting memories for Customers!

What would you like to share about our Values or Hospitality?

In our world, it seems most people focus on the “Me”—only helping others if they receive something in return. I continue remaining positive and caring for others by starting each day with LUV. My hope is it spreads to others who will pay it forward.

Efficiency, Discipline, and Excellence What are three things you try to do each day in your role?

I try to reach out to someone that doesn’t expect to hear from me. There’s a sense of dread when someone often sees me call because I’m a Leader. I want to change that perception by calling them for positive reasons—on their birthdays or to check in on them—and not just when there’s a problem.

As a Pilot, when you finish a flight, there are checklists and things to complete. There are things to accomplish as a Leader, but usually with longer timelines. I try to find something to finish or complete each day—it brings me a sense of accomplishment.

You don’t have any idea how much you can impact others. At least once a day, I intentionally do something positive for someone else.

If I hear or see something, I say something.

How do you look for a win for the Customer and Southwest?

We all live by our core beliefs and need to be effective. The problem is everyone thinks they’re right! I go into every situation hoping to maximize the agreement between two people, taking myself out of the equation. I always loved this quote from Herb, “Take your job, not yourself too seriously.” I focus on getting a win for everyone.

What does “don’t make the easy hard” mean to you?

When we get in our heads, we tend to complicate things. We need to get past ourselves and talk things out openly and honestly.

Socrates defined wisdom as the ability to know what you don’t know.

Admitting when you’re wrong makes it easier to trust each other and work together.

We know that it takes all of us to succeed as a Company. How do you see your role in the bigger picture?

We default to thinking of “me” and not “we.” My job is to remind my Team to focus on “We” not “Me.” It takes every single workgroup to accomplish our goals! Change the “without our workgroup” mentality because the truth is, it takes everyone to create this amazing symphony of thousands of flights a day. It’s astonishing how it all works together. How we show up each day and how we treat each other is a simple equation on how Southwest succeeds.

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Loading up the Sleigh for the Holidays

By Associate Cargo Content Strategy Consultant Austin Molpus

Another holiday season is among us. Leaves are changing, snow is falling, and cargo is moving. Every year, Southwest Cargo plays an integral role in providing our Customers the service they need to create cherished holiday memories. There’s “snow” better way to ship than with Southwest Cargo! It’s our mission to provide Relentlessly Reliable® Service to each of the Customers who rely on us to transport their goods during the busy holiday season.

Throughout the year, Southwest Cargo is responsible for shipping all over the U.S. and beyond borders, and the holiday season plays a significant role in our success. As more Passengers join us onboard to travel to their loved ones in November and December, that can often cause some constraints on the cargo we can transport within the belly of our 737s. However, with the Relentlessly Reliable® service that Southwest Cargo provides, we’ve continuously met and exceeded the expectations of the Customers who rely on us during this busy time of year.

With the limited amount of space within the cargo bin on the aircraft, that often raises the question …

“How much cargo do we move during the holiday season?”

Flashing back to 2022, Southwest Cargo amassed over 24 million pounds throughout over 144,000 shipments in November and December, which contained items ranging from consumer goods, vegetables and fruits, electronic equipment, and biological substances. Apparel is also a hot commodity during the holidays, so you can rest assured that your ugly holiday sweater will arrive in time for your holiday parties.

“But what about toys? Does Santa Claus ship on Southwest Cargo to lessen his workload?”

Jolly old Saint Nicholas is a HUGE fan of Southwest Cargo! During the holidays, Santa often trades in Rudolph’s red nose for our aircraft’s red beacon light to close the gaps during the holiday season. Looking back at his activity during the 2022 holiday season, he shipped nearly 55,000 pounds of games and toys alone to children all around the U.S. using Southwest Cargo. That’s a lot of joy spread and time saved by shipping with us to ensure that all the presents are under the tree in time. We’re glad to give the reindeer a break during the holiday season.

As an Employee, it’s important to remember that you can take advantage of what Southwest Cargo offers this holiday season by utilizing our Employee Shipping Program. Through this program, you’ll receive a deeply discounted price for our Southwest StandardSM Service level (shipments move on the next flight with available space). Employees are also welcome to ship using our Next Flight Guaranteed (NFGSM) service at our current published rate. If you’re interested in learning more, visit the Employee Shipping Program SWALife page.

Happy holidays from all of us at Southwest Cargo!

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NFG

Congratulations to our 2023 Winning Spirit Recipients!

The Winning Spirit Award honors Employees who represent the Heart of Southwest Airlines through sacrificial actions, personal initiative, and extraordinary acts of service. Visit SWALife to read your Cohearts’ inspiring stories.

Jasmine Ayala, BNA Supervisor Customer Service

Danny Martinez, HOU Flight Attendant

Robert Barteau, ABQ Ramp Agent

Jazmyne Morrison, PHX Ops Agent

David Bell, DMX AC Mx Technician – Structures

Ebenezer Mouton, AUS Supervisor Customer Service

Heidi Bleick, LAX Flight Attendant

Daniel Pagan, HOU Provisioning Agent

DeLynne Bock, PHX Flight Attendant

Jesse Perez, ONT Station Manager

Jessica Boler, DTW Ramp Agent

Maria Pintor, LAX Asst Manager Customer Service

Jose Bonilla, SMF Asst Manager Ramp

Kerri Ann Pitt, PHX Supervisor Customer Service

Kevin Bowman, PHX Supervisor Aircraft Maintenance

Marcos Poloney, FLL Ground Service Equipment Technician

Evelyn Cely, LAX Supervisor Customer Service

Alane Ponder, HDQ Manager LEAD Ops

Nisha Chinn, OAK Asst Manager Customer Service

Amanda Preston, Senior Finanical Planning & Analysis Partner

Jay Cooper, OAK First Officer

Michael Purpura, LAS Flight Attendant

Katrina Crawford, BNA Supervisor Customer Service

Heather Racca, HDQ Inflight Assistant Program Manager

Bryan Dal Porto, SFO Supervisor Customer Service

Arnie Romo, SNA Supervisor Customer Service

Zachary Durick, DAL Flight Attendant

Krissy Sarine-Van Brunt, HDQ Coheart Care Program Manager

Anthony Erriquez, FLL Ground Service Equipment Technician

Angela Saris, LAS Flight Attendant

Chase Fewell, SAN Ramp Agent

Julie Selby, BWI Flight Attendant

Debra Garcia, OAK Flight Attendant

Scooter Sharp, RDU Ramp Agent

Victoria Garcia, Network Planning Analyst

Mary Sherrod, LAX Supervisor Customer Service

Aleasa Gary, CVG Customer Service Agent

Bridget Smith, MCO Flight Attendant

Josh Golm, LAX Captain

Norm Steinruck, MCO Supervisor Aircraft Maintenance

Esteban Gomez Pineda, Senior Finanical Planning & Analysis

Angela Sweeney, BWI Flight Attendant

Visualization Consultant

Chad Tompkins, FLL Lead Ground Service Equipment Technician

Jalynn Harrison, BNA Supervisor Customer Service

Andy Villegas, DEN Operations Agent

Marilyn Herron, BNA Supervisor Customer Service

Ashley White, DTW Duty Supervisor

Chris Homan, FLL GSE Technician

Eric Williams, BWI Asst Manager Customer Service

Omar Howard, LAX Asst Manager Ramp

Jovonda Willis, PHX Supervisor Customer Service

Tanya Julius, ITO Duty Supervisor

Jonathan Wright, BNA Supervisor Customer Service

Rusty Key, MDW Flight Attendant

Samantha Wright, BNA Supervisor Customer Service

Mindy Kitchen, OKC Customer Representative

Tasha Younger, BNA Assistant Manager Customer Service

Winning Spirit Recipients are selected from External Customer Commendations and internal SWAG recognition. Learn more on SWALife >Employee Recognition >Awards.

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Embracing AI:

Safeguarding Southwest Airlines From Cyber Threats

By Sr Technology Analyst DeAndrea Clark

Cybersecurity is crucial in protecting industries like aviation.

Artificial Intelligence (AI) is more than just a buzzword; it’s a gamechanger that transforms how we tackle Security challenges and prepares us for the future. As technology continues to advance, AI emerges as a powerful tool.

perspective. While celebrating AI’s numerous benefits, we must also acknowledge its potential risks. At Southwest, we continue to evaluate AI products and rely on our Cybersecurity and Legal Teams to assess their viability.

Think of AI as smart technology that can learn and make decisions.

It mimics human intelligence and can perform tasks like analyzing massive amounts of data, identifying patterns, and predicting potential threats. It’s like having a digital assistant that can stay one step ahead of cybercriminals.

While AI holds incredible potential, we must recognize the risks associated with its use. One of the primary concerns lies in Southwest Employees using non-approved AI tools. Although Cohearts may feel tempted to experiment with AI solutions independently, it’s crucial to emphasize the importance of adhering to the Company rules around AI. Improper and unauthorized use of AI tools can create Security vulnerabilities, compromise sensitive data, and introduce legal liabilities. A thorough evaluation of AI products can mitigate risks and create a safe integration of AI into our environment at Southwest.

AI’s Advanced Threat and Intrusion Detection

AI is helping advance the traditional methods of threat and intrusion detection through machine learning, which uses smart algorithms to analyze large amounts of data in real-time.

Predictive Analytics and Threat Intelligence

AI’s capabilities extend beyond real-time threat detection. It can also leverage predictive analytics and threat intelligence to anticipate future cyber threats by analyzing historical data.

Enhanced User Authentication

Protecting user identities and ensuring secure access to critical systems is a top priority for Southwest. As we gain a deeper understanding of AI, it’s essential to maintain a balanced

The Other Side of AI: Risk Awareness

Embracing the potential of AI requires a proactive approach that balances innovation with careful evaluation. Let’s continue to explore AI’s endless possibilities while remaining vigilant in our pursuit of cybersecurity awareness! Remember, cybersecurity is for everyone. Talk to your friends and family about how to stay cyber-safe through 2023 and beyond. For more tips and tricks, visit the Cybersecurity Training, Education, and Awareness SWALife page.

ARTI-FACTS TO PONDER Fact: The Cost of a Data Breach 2023 global survey found that extensively using artificial intelligence and automation benefited organizations by saving nearly $1.8 million in data breach costs and accelerated data breach identification and containment by over 100 days on average.

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Fact: Sharing confidential or proprietary information on platforms like ChatGPT could put our Company’s intellectual property at risk of theft or dissemination. Samsung discovered this the hard way when a team of engineers accidentally leaked internal source code. Read more about it in the article Samsung ChatGPT Leak.

Strengthening our Culture of Safety AND Security

By The Safety & Security Team

Our Employees have been and continue to be essential to supporting a safe and secure operation. Since 2015, Southwest has used a Safety Management System (SMS) to manage Safety risks and help engrain a Safety Culture in every aspect of the operation.

This fall, we launched a Security Management System (SeMS) to do the same for Security. SeMS creates a formal and comprehensive approach to managing Security risks—meaning we now have additional layers (such as reporting, audits, etc.) in place to identify and mitigate potential vulnerabilities.

No matter your role, we’re all responsible for contributing to and strengthening our Security Culture: 1. Be observant and have situational awareness of your surroundings.

2. Report Security risks via the rebranded Safety/Security Reporting System (SRS)—just like you report Safety risks.

3. Be compliant. The best way to have a secure operation is to follow our policies and procedures. For example, Employees should ensure only those with badges are allowed on the jet bridge outside of boarding/deplaning.

Another example: Employees should accurately conduct required aircraft security searches in accordance with our documented procedures.

For more information, reference the Safety/Security Management Manual (SMM)—the rebranded Safety Management Manual. We’ve revised the SMM to include SeMS procedures with operational manuals reflecting workgroup-specific Security procedures. The updated manual was published on September 28.

Safety & Security Ecosystem Safety Safety is defined as the condition of being free from hazards.

A hazard is a condition that could cause or contribute to injury or death or damage to or loss of equipment. Most hazards are internal and unintended.

SMS

SeMS

Safety Management System

Security Management System

Our approach to managing Safety risk and assuring the effectiveness of risk control.

Our approach to managing security risk and assuring the effectiveness of risk control.

SMS is mandated by the FAA.

SRS

Safety/Security Reporting System

Security Security is defined as the state of being free from threats.

A threat is a person, group, or thing likely to cause damage or danger. Threats are assessed through credibility—if there’s intent or desire to attack a specific target.

Most threats are external and deliberate.

While TSA mandates specific Security requirements, SeMS isn’t mandated by FAA or TSA. SeMS is part of international safety and security audits.

The method for all Employees and Contractors to submit non-emergency Safety- or Security-related questions, concerns, or suggestions.

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All in on Safety

By Sr Safety Promotions Specialist Sarah Hicks

If you think OSHA is a small town in Wisconsin, you’d be mistaken! Congress created the Occupational Safety and Health Administration (OSHA) to ensure safe and healthful working conditions by setting and enforcing standards and providing training, outreach, education, and assistance. Worker deaths and reported injuries in the United States decreased by more than 60% since OSHA’s inception.

Job-related injuries or illnesses don’t just hurt workers and their families but can hurt a business in several ways, which is why the Safety and Security Safety Programs Team exists at Southwest. This Team successfully develops and supports workplace Safety Programs, which can: • • • • • •

Reduce injuries and illnesses Improve compliance with laws and regulations Reduce costs, including significant reductions in workers’ compensation premiums Engage workers Enhance social responsibility goals Increase productivity and enhance overall business operations

Consider this Team a primary resource for all Southwest Airlines Employees for regulatory Safety issues, with their many years of experience in the airline industry. They’re also a trusted resource to address any Safety concerns. The Safety Programs Team consists of Field Support Safety Partners who assist the stations with local Safety compliance and Headquarters-based Safety Partners and Specialists who manage specific programs.

Field Support Team

Our Field Support Safety Partners act as internal consultants and subject-matter experts for our operational departments on all matters relating to Employee Safety and OSHA regulations. Each of the four partners is assigned a region of the country and is responsible for approximately 25 stations. They‘re Southwest Airlines’ points of contact for all OSHA-related issues that arise and are responsible for working directly with Station Leadership and OSHA offices to address any formal inquiries, complaints, or citations.

Their days and weeks consist of visiting their stations to address Safety concerns brought to their attention by Safety Reporting System (SRS) reports, Employees or Station Leadership, performing routine Safety walks, attending Station Safety Committee meetings, and taking samples from our ice machines to ensure Safety and FDA compliance. This Team also conducts 10-hour OSHA outreach training that qualifies Employees to receive their designated 10-hour card. The valuable training helps Leaders and Frontline Employees understand how OSHA works and where OSHA resources are available.

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Headquarters-Based Programs Team

This Team is responsible for developing and maintaining OSHA-required programs while leading and participating in cross-departmental projects to improve Safety and compliance with local, state, and federal regulations. They ensure the health and Safety of all Southwest Employees by developing policies and programs that meet or exceed OSHA regulatory standards, and they stay abreast of ongoing changes and evolution in the workplace safety regulatory realm for all Southwest operating departments from Flight Ops to Ground Ops and all departments in between.

Out of the 30 Safety Programs, the following are some of the programs most frequently asked about.

• Hearing Conservation The Hearing Conservation Program’s (HCP) objective is to establish policies and procedures that protect Southwest Airlines Employees from hearing loss, which can result from exposure to elevated noise levels.

• Indoor Air Quality (IAQ) IAQ is air in which there are no known contaminants at harmful concentrations as determined by Safety & Security by following applicable OSHA or other governmental standards.

• Ergonomics Establishes standards, procedures, and practices that protect Southwest Airlines Employees from illnesses and injuries that may result from exposure to repetitive trauma and manual material handling concerns.

• Cold Stress/Heat-related Illness Our Heat-related Illness Prevention Program and Cold Stress Prevention Program establish responsibilities and specific procedures to protect Employees from injury or illness while working in extreme temperatures.

• First Aid, CPR, AED Applicable to all Southwest Airlines Leaders and Employees. The program addresses procedures and guidelines to provide the best possible first aid response care.

• Safe Driving The program outlines common distractions associated with driving, and it communicates Company rules and policies regarding safe driving to Employees who operate motor vehicles for Company business, on or off Company property.

• Hazard Communication (HAZCOM) Employees may not readily know whether a chemical is hazardous. This program, required by OSHA, informs Employees about the properties and hazards associated with any chemical known to be present in the workplace.

• Respiratory Protection Program (RPP) The RPP protects Employees who may receive exposure to respiratory hazards in the workplace.

To view a complete list of all programs, reference the Injury Illness Prevention Plan (I2P2). For assistance or questions, please email SafetyPrograms-DG@wnco.com or Safety_Field_Support-DG@wnco.com.

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Cheers to this year’s Companywide Celebrations Celebrating together is an essential part of our Southwest Culture, and many of our Companywide events are long-standing traditions rich with history that continue to evolve as we grow! This year, we came together at three Southwest Rallies, two Spirit Parties, and enjoyed our 50th Chili Cookoff. We also celebrated with Cohearts and Customers during our three signature holidays: Valentine’s Day, Southwest Birthday, and Halloween!

Employees find creative ways each year to celebrate across our network while caring for our Customers and keeping our operation running smoothly. Enjoy these snapshots from this year’s Companywide celebrations and see more on SWALife >News & Events >Events.

Stay tuned to SWALife for more fun in 2024!

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Happy Birthday, Southwest!

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President’s and Special Awards Recipients

Congratulations to our 2023 Recipients!

The President’s Award is one of the highest individual honors at Southwest and recognizes Cohearts who consistently demonstrate our Company Values.

2023 President’s Award Recipients Airport Affairs Steve Hubbell Business Transformation Bart Respondek Cargo & Charters Derron Harper Farhan Hasham John Horneman Adam Thompson Bren Torres Michelle Williams Commercial Planning Russ Pickett Communications & Outreach Emily Samuels Crew Scheduling Benjamin Blinn Lewie Giammaria Sabrina Mcneal Culture & Engagement Maureen Hakes Customer Experience & Engagement Regine Cliatt Eric Norwood Connie Petticrew Gary Reyes Customer Support & Services Pedro Cabrera Clint Heithoff Chelsea Jones Jacqueline Manzano Doug Massey Brent McCann Melissa Morales Brian Patterson Rosie Seguin Andrea Tyler Cheran Ware Yarling Yeh Facilities Andrew Collaro Robert Winkley

Finance Susan Estrada DeLema J Kennedy Financial Planning & Analysis Hannah Lager Flight Operations Nofal Beher Geoff Berry Ellen Biggerstaff David Bradshaw Misty Caldwell Claire Clark Dror Erez Abigail Fuhrmann Cesar Gomez Shane Gruninger Donna Jackovich Dave Jamieson Harold Kaufmann Bill Morris Christopher Neidhardt Ashley Runels Marshall Sanfilippo Conger Eulogio Valenzuela Vincent Visconti Vanya Voskresensky Joe Wahl Dave West Billy Wilson Ground Operations Jason Adams Jennie Adkins Keshia Beaudion Craig Bielamowicz Anna Cantres Jessica Cariveau Nicole Cordeiro Byron Davis Sheri Donnelly Wade Dupree Rikka Ellison Gary Ferreira Shane Foster Cassandra Gess Roxanne Gibson Christina Godinez Mike Gori Marquise Hairston

John Hansen Tom Hesler Kaulana Hilo Trina Hola Maria Hudson Yvonne Jefferson Robyn Jorgensen Marsel Kasemi Briona Kiser Alex Landroy Lindsay Lawson Emanuel Livingston James Loftis Andrea Long Keneshia Louis Chantha Ly David Maes Felix McGuire Lori Mekled Ryan Meza Bert Morris Pauline Morris Ewing Donna Nehring Barney Parham David Pascall David Pineda Mark Pritchard Claudia Pryce Darius Robertson Dorian Russell Matt Sampson Megan Schreiner Justin Thomas Gary Toal Stephanie Tramel Randy Ursua Geraldine Watson Molly White Jane Williams Mark Williams Adam Wulf

Camila Ducksworth Hassie Eastes Brenda Frame JC Ganchero Helen Greer Dean Hanson Dori Jones Jermaine Keelen Boris Kurz Berta Lawson Kathy Low Pierre Lyons Rebecca Mabrouk Elise May Jenny McCormick Keith McFadden Jamie Medina Jarvis Medlin Jan Miller Ruben J Murrieta Steve O’Brien Ann Oh Tracy Roberts Paul Rogers Tamara Salam Latanya St Charles Angela Sweeney Michelle Vanden Bosch Trisha Viccaro Steven Williams

Operations Strategy & Implementation Kelly Tompkins

Talent & Leadership Development Scott Powell

People Christina Ayala Greg Muccio Shannon O’Bryant Alicia President Amy Roberts

Technical Operations Phil Burczak Oscar Campos Ortiz Mandy Demick Frank Farrelly Peggy Hain Tobin Miklas Romeo Morina Phi Nguyen Bill Pitts Megan Ponce Jonathan Ramos Stephan Rodriguez Brian Singsaas Michele Thielen

Labor Relations Lauren Lindsay

SWA University Kim Elsey Keith Firgens Fran Hill Kelli Wehba

Network Operations Control Valarie Dietrich Bob Richards Gregg Stahley

The Southwest Way Award: Carrie Boshard Aquila, CS&S Operations

Inflight Operations Charles Amico Tricia Arrigo Laurie Boerner Jim Bohol Laura Campbell Quan Chambers Mary Christie Matthew Cohen La Keisha Davis

Network Planning Aitor Lazo Sarrionandia

The Heart & Soul Award: Georges Jones, Inflight Operations

Operations Division Haley Chadd

Visit SWALife to find out more about these Special Awards Recipients and the President’s Award.

Legal & Regulatory Division Peter Klingman Marketing Kelly Forden Tony Szatkowski

Operations Performance & Design Allison Russell

People, Learning, & Development Jenna Young Preparedness & Risk Management Tim Price Regulatory Programs & Compliance Sarah Cates Revenue Management Andrew Hoefler Safety & Security Nichole Pilcher Southwest Business Mia Meade Chris Schlatter

Technology Dirk Bagley Tyler Brummett Jeffery Kuhn Michael Rankin Jason Stauty Todd Summers Beth Vornbrock Jessica Willingham Total Rewards Ed Gleason

Special Award Recipients:

The Chairman’s Award: Mike Rollins, Ground Operations

Be sure to submit nominations for the 2024 President’s Award by December 31. You can nominate deserving Cohearts for the President’s Award, Winning Spirit, Southwest Champion, and Southwest Star Awards via SWAG. Learn more on SWALife >Employee Recognition >Awards.

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