This Update Includes:

Service Modernization: Improved Rep and Customer Experience Focuses

• ARD Web

• Self-Serve

• IRROPS

• Context

• C360

Service Modernization Wins to DateSummer Travel Season

• C360/Salesforce

• ARD Web

• Self-Serve/Digital

• IRROPs & Context

Service Modernization Upcoming Enhancements

• ARD Points/Dollars Shopping Enhancement

• ARD: Prepopulate City Name when Zip Code is entered

• ARD: PNR Recall (past flown PNRs/archived PNRs)

• Digital: Modify Both Mounds

• Digital: Configurable Number of Changes During Disruption Flow

Lavitia Brunson Director Business Support

Lavitia Brunson serves Southwest Airlines as the CS&S Director Business Support, with oversight for the people and functions of quality & auditing, data analytics, workforce strategy, intraday operations, training, development, communications, department processes and engagement.

Lavitia serves on the Southwest Airlines Catastrophic Assistance Board, the Southwest Airlines Scholarship Board and Leadership Women Board of Directors.

In her 30 years at Southwest Airlines, she has served in the areas of Employee Labor/ Relations, Center Operations, Payroll & Leave Management, as well as collaborating on a myriad of technology projects with Teams of Subject Matter Experts.

Lavitia graduated Summa Cum Laude from St. Joseph’s University with a Master of Science in Organization Development & Leadership. She is a Gallup Certified Strengths Coach and John Maxwell Team member who enjoys engaging and sharing time with others through mentoring individuals and speaking with groups.

In her roles of coaching and advocacy, her mission is to meet and interact with as many People as possible, throughout her life. Her intent is to leave every situation and interaction better than when she came to it.

Start with Heart