Jetrader - September/October 2013 - 13

paychecks in order to buy jet fuel for
Southwest.
c. When we combined our two stations
in Detroit into one, there was initially some dissension among some
members of the two groups, and so
one of our unpaid volunteers on our
Culture Committee canceled her planned
European vacation and instead went
to Detroit to cast “oil over troubled
waters.”
JT: Is it true that you’ve had to “fire” a
customer? Why and when is it necessary
for leaders to take this action?
HK: When I announced 30 years ago
that the shibboleth that “the customer
is always right” was wrong, it caused
considerable hubbub. One example I
gave is the Customer who hit one of our
Customer Service Agents on the head
with a stanchion. Was I supposed to
write the stanchion-wielding Customer
and say: “You were right; we were wrong;
and enclosed is a personally engraved
stanchion for your use the next time you
ﬂy us”? Just a week or so ago, a Dallas
Customer Service Agent reminded me of
when a male Customer was vilely cursing
and threatening her with bodily harm and
I asked for his ticket; refunded him the
ticket price from my wallet; and told him
we never wanted to see him again. In the
case of unjustiﬁed, contumaciously outrageous, physically threatening and debasing
behavior by customers toward Employees
you show your respect, concern and love

for your people by ﬁring the Customer not
the Employee.
JT: Historically Southwest Airlines has
been very active in fuel price hedging.
Any thoughts on the current jet fuel price
environment?
HK: With respect to fuel price hedging
questions, I always hedge. As a matter of
fact, when Gary Kelly was our chief ﬁnancial
ofﬁcer, we used to have a pact with respect
to shareholder annual meetings: If any
shareholder asked a question about hedging

486218_Aeronautical.indd 1

and I answered it, Gary owed me a bottle of
bourbon. Conversely, if I referred the question to Gary to answer, I owed him a bottle
of bourbon. Believe me, the bourbon ﬂowed
like the river Jordan in Gary’s direction.
JT: You’ve been named one of the best
CEOs in America by Fortune magazine.
What advice can you give to other leaders
in the aviation industry?
HK: I never give advice to other CEOs
for fear that I won’t be invited to their
parties.

Jetrader • September/October 2013 9:17:50 AM
13
7/9/10

http://www.aeronautical-engineers.com

Jetrader - September/October 2013

Table of Contents for the Digital Edition of Jetrader - September/October 2013

A Message from the President
ISTAT Calendar/News
Q&A: Herb Kelleher
State of the Regions: Europe
ParISTAT
2013 Current Market Outlook: Minor Adjustments, Major Opportunities
The Import of Export
ISTAT Foundation
International Appraisers’ Program
New Members
Aircraft Appraisals
Advertiser.com/Advertiser Index
Jetrader - September/October 2013 - cover1
Jetrader - September/October 2013 - cover2
Jetrader - September/October 2013 - 3
Jetrader - September/October 2013 - 4
Jetrader - September/October 2013 - A Message from the President
Jetrader - September/October 2013 - 6
Jetrader - September/October 2013 - 7
Jetrader - September/October 2013 - 8
Jetrader - September/October 2013 - ISTAT Calendar/News
Jetrader - September/October 2013 - 10
Jetrader - September/October 2013 - Q&A: Herb Kelleher
Jetrader - September/October 2013 - 12
Jetrader - September/October 2013 - 13
Jetrader - September/October 2013 - State of the Regions: Europe
Jetrader - September/October 2013 - 15
Jetrader - September/October 2013 - 16
Jetrader - September/October 2013 - 17
Jetrader - September/October 2013 - 18
Jetrader - September/October 2013 - 19
Jetrader - September/October 2013 - ParISTAT
Jetrader - September/October 2013 - 21
Jetrader - September/October 2013 - 22
Jetrader - September/October 2013 - 23
Jetrader - September/October 2013 - 24
Jetrader - September/October 2013 - 25
Jetrader - September/October 2013 - 26
Jetrader - September/October 2013 - 27
Jetrader - September/October 2013 - 28
Jetrader - September/October 2013 - 29
Jetrader - September/October 2013 - 30
Jetrader - September/October 2013 - 31
Jetrader - September/October 2013 - 2013 Current Market Outlook: Minor Adjustments, Major Opportunities
Jetrader - September/October 2013 - 33
Jetrader - September/October 2013 - 34
Jetrader - September/October 2013 - 35
Jetrader - September/October 2013 - The Import of Export
Jetrader - September/October 2013 - 37
Jetrader - September/October 2013 - 38
Jetrader - September/October 2013 - 39
Jetrader - September/October 2013 - 40
Jetrader - September/October 2013 - ISTAT Foundation
Jetrader - September/October 2013 - 42
Jetrader - September/October 2013 - International Appraisers’ Program
Jetrader - September/October 2013 - 44
Jetrader - September/October 2013 - New Members
Jetrader - September/October 2013 - 46
Jetrader - September/October 2013 - Aircraft Appraisals
Jetrader - September/October 2013 - 48
Jetrader - September/October 2013 - Advertiser.com/Advertiser Index
Jetrader - September/October 2013 - 50
Jetrader - September/October 2013 - cover3
Jetrader - September/October 2013 - cover4
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