Spirit Magazine - February 2014 - (Page 12)
At Southwest Airlines, we spend
a lot of time talking about a word
you don't hear very often in corporate America: "LUV." We are the
LUV airline-our New York Stock
Exchange ticker symbol is LUV,
and our home airport is Dallas Love
Field-but to understand what it's all
about, you must look into the hearts
of our People. After all, we like to say
that we are not a Company of planes;
we are a Company of People.
As the LUV airline, one of our
favorite days of the year is Valentine's
Day. That's when, every year, we
pay tribute to a behind-the-scenes
department at Southwest through
the very special "Heroes of the Heart
Award." This distinction goes to a
group of Employees who aren't on
the frontlines but are just as essential
as our Pilots and Flight Attendants.
We emblazon an aircraft with the
Heroes of the Heart logo featuring
Customer Service in Action
I received a letter praising one of our Customer Relations Telephone
Representatives for a special connection that she made possible for
a Customer. The gentleman was traveling with his future bride, and
our Employee helped this couple with their wedding travel plans, going
above and beyond to make all of the arrangements. The Customer was
especially moved when our Employee contacted him two days after his
trip to congratulate him and his wife on their marriage. She even sent the
couple a gift. What a wonderful example of spreading the LUV!
the honored department's name, and
we hang a two-story banner in the
lobby of our corporate Headquarters
as a tribute to these Employees.
If you happen to be flying with us
on Valentine's Day, you will notice
decorations at the ticket counters
and in the gate area, and we will
offer a complimentary alcoholic
beverage to anyone 21 or older. (Of
course, sodas and snacks are always
on the house.) While these may
seem like relatively small gestures,
the point is that we have a Culture
built on LUV. It's a People-centric
Culture that is fueled by the 46,000
Southwest and AirTran Airways
Employees. We've built our Brand
from the inside out, starting by
nurturing People in our Culture,
and that fact manifests itself in the
Customer Service that we provide.
Outside groups and friends often
ask me about our Culture-what
makes it so unique and special?
By definition, Culture is a way of
thinking, behaving, or working
that exists in a place or organization.
For us, it's really pretty simple. We
ask that our Employees follow one
rule above all others: The Golden
Rule of treating others as you wish
to be treated.
Our Culture is not a program or
initiative; rather, it is the sum of the
hearts of our People. It's our single
greatest asset as a Company, and
it's built into the fabric of everything
that we do. Thank you for allowing
us to spread the LUV by serving
you today!
Gary Kelly
Chairman, President, and CEO
Southwest Airlines
12 SPIRIT FEBRUARY 2014
PHOTOGRAPHY BY DAN SELLERS
Gary's Greeting
+
Spreading the LUV
Table of Contents for the Digital Edition of Spirit Magazine - February 2014
Spirit Magazine - February 2014
Contents
Gary’s Greeting
Gary’s Greeting en Español
Star of the Month
Freedom Story
From the Editor
Your Words
Your Pictures
Media Center
Eat Drink Sleep
Revel in rum
Cozy up to Chicago
Wise Guide
Learn to slow down
The Numbers
Get briefed on Oscars history
Entertain (with) a proposal
Keep your company current
Business
Cut down on insurance confusion
Digitize your doorman
Seek success with fun and games
Go loco for Lego
Building Lego
A Fighting Chance
Your Adventure In Miami
Promotional Series: Focus on Health for All Seasons
Promotional Series: Focus on Education
Promotional Series: Focus on Franchises
Calendar
Fun!
Spotlight
Community Outreach
Products & Services
Flight Service
Terminal Maps
Information
Rapid Rewards and A+ Rewards Partners
Route Map
The “If” List
Spirit Magazine - February 2014
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