Southwest Airlines
There are some things that become a habit to us, like hitting the garage door button as you back down the driveway each morning or stopping at your favorite coffee shop for a Ïtall oneÓ on the way to work.
A new habit for me will be sharing some monthly musings in each issue of Spirit via this column. Those musings will include a bit about me, the fine 34,000-plus Employees of Southwest Airlines, and some exciting things going on at the time.
First, a little about me. My wife, Carol, and I met in eighth grade. Born one day apart, we got married our senior year of college. We had the years of early-morning feedings and the ÏI can't wake up yetÓ trials and tribulations with our two daughters. They are now grown and married, but I still have the morning rituals that get my day started:
Up at 5:30 a.m. I'm not normally an early riser, so a backup alarm clock is necessary.
A daily workout is the goal. I spend 30 minutes exercising with the family sheltie, Chile.
I'm always on doggie duty. It's my job every morning to make sure Chile does his ÏbusinessÓ before I hop in the shower.
Next is my favorite nourishment regimenÛfor both mind and body. First, a scan of The Dallas Morning News headlines. Then, before I commute to work, Carol hands me a mug of the strongest, boldest coffee we can find.
A banana a day is another habit. I bring one from home to munch on in the office as I read The Wall Street Journal and USA Today and review my day's appointments.
So, those are my rituals. One of Southwest's rituals is finding and developing People who are Ïbuilt to serve.Ó That allows us to provide a personal, warm level of service that is unmatched in the airline industry. To help reward our Employees for making Southwest a different kind of airline, we launched a recognition program called Operation: Kick Tail. Each month, I'll share with you in a sidebar to this column a special story about how our Employees made a positive difference in some Customer's travel experience or in the life of a Coworker.
Sit back, relax, and enjoy your flight. Oh, and yes, you turned off your cell phone like we asked you to do. It's a habit.
Operation: Kick Tail Recognition
Jacksonville Ramp Agent Carlos Romero recently did double duty when he came to the assistance of both a Coworker and the Customer she was assisting. The Customer spoke only Spanish and had missed her flight. Carlos not only translated, but also found and retrieved the Customer's medication from her checked bag. Carlos' Coworker Phyllis Ward wanted us to know that Carlos Ïrocks,Ó and I agree.
Denver Operations Agent Josh Hibbard was recognized by his Supervisor for assisting with a particularly challenging flight, even though Josh wasn't assigned to the flight. Both the inbound and outbound flights had heavy Passenger loads, including Customers in wheelchairs. Thanks to Josh's help and his willingness to assist Coworkers, the flight pushed ontime.
Gary Kelly
Executive Chairman of the Board, President, and Chief Executive Officer, Southwest Airlines
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