The Employee Experience

Through regular surveys, we ask our Employees how they view their role at Southwest Airlines, and it brings me immense pride to report that more than 70 percent say they consider it a “calling.” Not a job, not even a career—a calling. That’s pretty powerful, and it’s one of the many sources of pride that we cherish.

I’m not surprised by that result—it’s been that way since our Company’s beginning in 1971. Perhaps it’s because our Founders faced four years of legal battles just to earn the right to fly. It’s safe to say Southwest was born with a maverick spirit that seemed to take on a greater meaning for our original Employees, some of whom are still active. That sense of pride, belonging, and duty has been passed down from one generation to the next. I’m in my 32nd year at Southwest, and I can attest that this has been my one true professional calling.

I spend a lot of time focusing on our Employees and ensuring we do everything we can to nurture and grow the connection they feel with the Company. The word that keeps coming to mind is Family. We treat our Employees like Family and our Customers like guests in our home. In our view, if our Employees love their jobs, they will in turn treat our Customers well—keeping you happy and rewarding us with your business and loyalty. Of course, the equation also makes for happy Shareholders (we’ve been profitable for 45 consecutive years). But it all starts with our Employees—even before they are officially hired.

Since day one, we’ve hired not only for skill, but also for attitude. Once onboard at the Company, we establish a personal connection with our Employees. We celebrate life’s important moments with them, band together when tragedy strikes, and most importantly, care for and love them. One of my biggest sources of pride is that we’ve never had an involuntary furlough in our history— and we’ve never reduced benefits or wage rates for our Employees. The result is a world-renowned Culture unlike any I have witnessed in corporate America.

So sit back, relax, and enjoy being a guest in our home. It’s not just a pleasure to serve you—it’s our calling!

Gary Kelly Chairman and CEO Southwest Airlines