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PULLING TOGETHER TO GO INTERNATIONAL A LOOK AT INTERNATIONAL NETWORK PLANNING SWA’S INTERNATIONAL BUSINESS MANAGEMENT TEAM IN THIS ISSUE:

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VICE PRESIDENT,COMMUNICATION & OUTREACHLinda Rutherford

EDITOR IN CHIEFBeth Harbin

MANAGING EDITORMillie Richter Tidwell

ASSISTANT MANAGING EDITORAnabell Odisho

CREATIVE EDITORQuyen Dong

CONTRIBUTORSRachel Barry

Annie Ceder

Lori Crabtree

Valerie Curry

Kelly Dallas

Chris Mainz

Sandy Nelson

Allison Osborne

Todd Painter

Emily Samuels

Heather Tolmachoff

Danielle Wedemeyer

CREATIVESonia Avila

Eric Daniels

Trent Duran

John Jones

Stephen Keller

Katelyn Leake

Rich Matthews

Kathryn Matuszak

Holly Nelson

ADMINISTRATIVEAlyssa Eliasen

LUVLines is published by

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e-mail luvlines@wnco.com

Expanding Beyond our BordersON JULY 1 OF THIS YEAR, Southwest will enter the dawn of a new era as we launch international service for the first time in our near 43-year history. I mentioned this analogy in my remarks at the Messages earlier this year, as this must have been what it felt like for our original Employees back in 1971. Back then, Southwest had its eyes set on growing in Texas, which understandably seemed like a daunting task given the brutally competitive landscape. We prevailed, becoming the champions of Texas. We then set out to become the champions of the United States. Once again, we prevailed, becoming the nation’s largest airline in terms of Passengers carried, which has been the case since 2001. Now, we set our sights on North America! Of course, this project has been in the works for years—and it has taken a lot of hard work by our Southwest Warriors to get here. We acquired AirTran Airways in May 2011, which finished out our domestic network, and really set the stage to think about growth outside of the U.S. It gave us a running start to launching international service on Southwest metal. We are in the homestretch of integrating AirTran into Southwest, which we will complete by the end of the year. Then, Southwest’s international footprint will resemble that of AirTran’s, with oppor-tunities to grow and expand even farther. I can’t thank you all enough for everything you have done to make this dream a reality. Our first phase of international flying will begin on July 1, when we’ll officially land in the warm, attractive destinations of Aruba, the Bahamas, and Jamaica. We’ll follow that up in August by adding Cancun and Los Cabos to our route map. By the end of the year, the Southwest flag will be planted in all of AirTran’s international destinations. I personally have never been to the Caribbean, but I can tell you that I don’t think that will be the case for long! How exciting it is to be on the cusp of such a monumental milestone in our ongoing journey. Our Vision to become the World’s Most Loved, Most Flown, and Most Profitable Airline is indeed a bold one. And it won’t be easy. We are going to have to band together like never before if we want to continue our winning ways and become the champions of North America. But it’s attainable because of you and your Warrior Spirits. I bet on Southwest every time. And I look forward to our next great venture together. ¡Vamonos!

Gary joined Employees in San Antonio’s Travis Park to announce the Heart of the Community grant program to revitalize public spaces in cities we serve.

May 20142

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“There are no foreign lands. It is the traveler only who is foreign.”– Robert Louis Stevenson

I love traveling—especially internationally. Through our wonderful flight privileges, I have been able to have many adventures—although, it’s the misadventures that I most often reminisce about. Here are a couple of my favorites: Frankfurt, Germany: Less Talk, More Action. I was going through security at FRA, and I set off the metal detector. Nothing

unusual for me, so I moved to the side and awaited the German equivalent of a TSA Agent to give me the spiel about being patted down. I wasn’t standing still for more than two seconds when this uniformed woman came out of nowhere and began physically inspecting my person from top to bottom without uttering a word. The abruptness of the search took my breath away and I said, “Wow … I usually get dinner first.” (Yes, humor is my defense mechanism.) Needless to say she ignored me and then dismissed me with a wave of her hand when she was done with me. She walked away and I remained there, thinking, “Wow … that just happened.” New York, New York: I Do Declare! I was returning from my first international trip (London!) and slept through the whole paperwork segment of the flight. Upon landing, I followed the crowd to the customs area of JFK. Soon I stood before an impressive-looking customs officer and handed him my passport. He took it and said, “And your declaration.” I was confused, so I asked him to repeat himself. “Your declaration,” he stated without looking up. I paused for a moment trying to figure out what he wanted from me. I then said in my most declarative voice, “I am an American.” It was only then that he looked at me. There was a long, awkward pause as our eyes locked. “Do I have to say the Pledge of Allegiance now?” I sheepishly asked. Still expressionless he said, “It’s a form,” and pointed to the back of the room. Needless to say, I quickly skedaddled out of line. I hope you all are as excited as I am that soon Southwest will be serving international destinations. As we spread our wings, I wanted to share these stories as a reminder that from time to time we all play the role of unaware traveler. After all … it’s a big world, filled with people who have languages, customs, and perspectives that may be different than our own—all of which creates an opportunity for a misadventure for both Employees and Customers. So, enjoy your international travel, and embrace the adventures and misadventures!

LUVLines Managing Editor Millie Tidwell

The May LUVLines Flight Plan …

SAFETY & SECURITY: BEWARE OF THE HEAT 4

A GLIMPSE INTO CENTRALIZED TRAINING AT SWA U 5

WORK PERKS 8

PLANNING TO FLY INTERNATIONALLY: A LOOK AT NETWORK PLANNING FOR AN INTERNATIONAL SCHEDULE 14

SOUTHWEST’S INTERNATIONAL BUSINESS MANAGEMENT TEAM 16

FANTASY ISLANDS JUST BECAME A REALITY: A LOOK AT SWA’S FIRST THREE INTERNATIONAL DESTINATIONS 18

THE TRAVEL RISK MANAGEMENT PROGRAM 21

COUNTDOWN TO DALLAS: AN ACT OF CONGRESS 22

OFFICE SPACE WITH SWA U VP ELIZABETH BRYANT 24

EXTRA MILE 26

AROUND OUR SYSTEM 28

PULLING TOGETHER TO GO INTERNATIONAL 9

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AH, SUMMER—a time for baseball, picnics, and the great outdoors! As wonderful as warm weather can be, inherent risks are present when temperatures begin to rise. The body normally cools itself by sweating, but during hot weather, especially with high humidity, sweating isn’t enough, and one’s body temperature can rise to dangerous levels if precautions aren’t taken. Heat illnesses range from heat rash and heat cramps to heat exhaustion and heat stroke. Fortunately, with a little knowledge, it’s possible to safely beat the heat whether on the job or enjoying a beautiful summer day on the lake.

KEEP THESE TIPS WHEN SPENDING TIME IN THE HEAT:

• Drink water every 15 minutes, even if you’re not thirsty.• Wear the proper type and amount of clothing. Cotton allows the skin to breathe and

absorb sweat. A wide-brimmed hat protects the face and neck from direct sunlight.• Take advantage of the shade and take

breaks in cool areas when possible. • Keep an eye on your Fellow

Coworkers, Friends, and Family.• Know the signs of heat illness and

what to do in an emergency.

The hot temperatures outside aren’t the only thing to be concerned about when spending time outdoors. Wear sunscreen every day to protect your skin from developing sunburn—or worse—skin cancer. Using a broad spectrum sunscreen (protects from both UVA and UVB rays) with at least a 15 Sun Protection Factor (SPF) is recommended, but 30 or more SPF is best. Apply generously to clean, dry skin at least 30 minutes before sun exposure and reapply at regular intervals based on your sunscreen manufacturer’s directions. Take the necessary precautions to prevent heat-related illnesses and overexposure to the sun. Remember to work Safe, play Safe, and stay hydrated to beat the heat before it beats you!

HEAT EXHAUSTION

When profuse sweating causes the body to lose too much water. Untreated, heat exhaustion can quickly lead to heatstroke.

SYMPTOMS

• Weakness• Light headedness or dizziness• Headache• Nausea• Excessive perspiration• Clammy skin• Thirst• Elevated body temperature

and rapid heartbeat

TREATMENT

1. Get the person to a cool, shady area.

2. Provide water or cool beverages. 3. Cool with cold compresses

or ice packs.4. Seek medical attention if

symptoms don’t improve within 60 minutes.

HEAT STROKE

Occurs when the body’s temperature-regulating system fails and body temperature rises to critical levels greater than 104 degrees. Heat stroke can result in brain damage or death if unrecognized and untreated.

SYMPTOMS

• Confusion• Fainting• Seizures• Excessive sweating or red,

hot, dry skin• High body temperature and

extremely rapid pulse

TREATMENT

Seek medical attention immediately. While waiting for help:

1. Place person in cool, shady area.2. Apply ice packs or cold

compresses to neck, groin, and armpit areas.

3. Loosen clothing and remove excess layers.

4. Fan the individual vigorously.5. Provide fluids (preferably water)

as soon as possible.6. Stay with individual until

help arrives.

HEAT CRAMPS

Painful muscle spasms that can occur when the body becomes depleted of electrolytes from sweating.

SYMPTOMS

Painful muscle spasms—Usually in abdomen, arms, or legs

TREATMENT

1. Rest in a cool, shady area.2. Drink plenty of water or sports

drinks to restore electrolytes.3. Gently stretch and

massage muscles.4. Wait until symptoms

dissipate before resuming strenuous activity.

5. Seek medical attention if cramps don’t subside.

May 20144

SWA U … IS THE NEW NAME ROLLING OFF YOUR TONGUE YET? Over the past two and a half years, many of our training functions have been centralized into one department. The Training Department and the University for People names have been retired, and both Teams have converged to create the Southwest Airlines University (SWA U)! This name better reflects our purpose to support, train, and equip all Southwest Airlines Employees.

From the new training facility at the Training and Operations Support building, or TOPS, Employees design and/or deliver training for Ground Operations, CS&S, CR/RR, Cabin Services, Technology, SOS, and Leadership (formerly University for People).

In case you haven’t had a chance to experience a SWA U training session yet, here’s a glimpse into the classrooms. Learning is now in session at SWA U!

A Glimpse into Centralized Training at SWA UBy Vice President Southwest University Elizabeth Bryant

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1. New Leaders from across the system discuss Leadership Expectations during Fundamentals of Southwest Leadership.

2. New Flight Attendants learn the proper door opening procedures.3. A New Hire Ops Agent practices boarding announcements.4. A new Flight Attendant becomes familiar with the galley of a 737-800.5. During recurrent training for Flight Attendants, an instructor demonstrates

the proper technique for a self-defense strategy.6. In preparation for international travel, raft training takes place as a part of

initial and recurrent training for Flight Attendants.7. An instructor demonstrates lifesaving procedures in First Aid/CPR class.

Interested in learning First Aid/CPR? Sign up at SWALife >Departments > Safety and Security >Training >and search for First Aid/CPR/AED.

8. Flight Attendants practice beverage service in the Cabin Experience during initial training.

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WORKPERKS IS YOUR TOTAL PACKAGE AS A SOUTHWEST EMPLOYEE. You work hard to connect our Customers to what’s important in their lives. We want to connect YOU with the resources you need to take care of yourself—whether that’s managing your health, preparing for your future, or living each day to the fullest. Each month, we’ll feature the latest information on YOUR WorkPerks.

Benefit from coverage at outstanding rates. Also:

• Get free preventive care at your in-network annual physical.

• Set aside pre-tax dollars through a Health Savings Account for qualified health-care expenses.

• Avoid the waiting room —call AmeriDoc.

SWALife >About Me >My Benefits

HealthLive better on and off the job with wellness opportunities like:

• Earning $150 for you and $150 for your spouse through Wellness Rewards.• Giving it up for good through Tobacco Cessation.• Applying for behavior-based weight management with Naturally Slim.

SWALife >About Me >My Wellness

Earn excellent pay and prepare for your future with our exceptional retirement and stock programs:

• Matched 401(k) Plan.• ProfitSharing Plan. • Employee Stock

Purchase Plan.

SWALife >About Me >My Money

Financial Rewards

Wellness

Stay connected through a variety of channels:

• SWALife—Learn more about Southwest, update your profile, and leave a comment.

• Check your company e-mail, and get break-ing news via text. Opt in at SWALife >Tools >Communication Tools >Mobile.

• LUVLines—Read all about it!

• Dive in to Department Publications.

Communication Connections

Celebrate each other, promote our Southwest Spirit, and preserve our long-standing traditions:

• Serve through Companywide and Local Culture Committees.

• Enjoy a Spirit Party, Chili Cookoff or Message to the Field.

• Recognize a CoHeart through Kick Tails, a LUV Report, Win-ning Spirit Award, or President’s Award.

• Attend your milestone anniversary celebration.

SWALife >LUV Culture

Company Culture

Explore the world through generous travel privileges and turn your recognition into rewards:

• Earn and redeem SWAG Points for Guest Passes, Rapid Rewards points, merchandise, gift cards, or event tickets.

• Travel to your favorite destinations with unlimited non-revenue flights for you and your family.

SWALife >Travel | SWALife >LUV Culture >SWAG

Employee Engagement & Travel

Meet your professional and personal goals through: • Southwest Airlines University (SWA-U).• Emerging Leadership Development Program (ELDP). • Manager in Training (MIT) Programs.

SWALife >Career

Training & Development

- THE TOTAL PACKAGE

Employees make a positive difference in our communities, and it comes from the heart:

• Tickets for Time gives back to non-profits for your volunteer hours.

• Community Giving Boards donate to local charities.

• Volunteer opportunities to make a dif-ference with family and friends.

SWALife >LUV Culture >SWA Cares

Community Outreach

May 20148

PINCH YOURSELF … in just two short months, Southwest will be operating beyond U.S. borders. While it’s easy to get swept up in the excitement that this historic milestone will bring, we’d like to take moment to recognize the hard work that has gone into this multi-year program. They say, “It takes a village,” and in this case, it has taken an entire airline. Preparations to launch international flying involve Teams from virtually every department at Southwest Airlines. While it’s not possible to recognize EACH contribution, change, and impact that our workgroups will feel, we thought we’d feature some key changes from our Customer-facing workgroups that will be the true face of international for Southwest, as well as the Headquarters functions that have “powered the program” from behind the scenes.

PULLING TOGETHER

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CUSTOMER SERVICE AGENTS (CSAs)CSAs will use the new Amadeus Customer Management (CM) application for interna-tional reservation checkin, flight man-agement, and reservation management. Until Southwest is on a single reservation system, CSAs will continue to use CS2 for Customers on domestic itineraries, and will use CM for Customers with an interna-tional location in their itinerary. CSAs will be following new international policies and procedures and will be educating our Customers as they experience our new international service offering.

OPERATIONS AGENTS Ops Agents will use the Amadeus CustomerManagement (CM) application for boarding inter-national flights, while Gate Reader will continue to be used for domestic flights until Southwest is on a single reservation system. Ops Agents working inter-national flights will follow new procedures, including facilitating the completion of international forms, such as the General Declaration. Ops Agents will be required to have an international seal on their SIDA badge to work international flights.

INFLIGHTFlight Attendants must learn new policies, including international regulatory requirements and passport management, as well as new procedures, such as dis-tributing international forms, performing new PAs, and sealing liquor kits upon landing in international destinations. Flight Attendants also will help us win over our new international Customers, and educate them on our policies.

Our Customer-facing workgroups have the honor and responsibility of building the Southwest Brand beyond U.S. borders. We know that these Warriors in the Operation will do their part to promote our Legendary Culture to the new Customers and countries we will serve!

* Please note that at our international Stations, Ground Operations functions will be performed by vendors, with oversight by Southwest Regional Managers (based in the U.S.).

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BAGGAGE SERVICES Baggage Services Agents supporting international flights willuse a different calculation for mishandled baggage compensation.

RAMPRamp Agents will be required to perform Positive Passenger Bag Match (PPBM) on all international flights to and from the U.S. Ramp Agents working international flights will be required to have an international seal on their SIDA badge.

PROVISIONINGProvisioning Agents will be required to provision a cooler with bags of ice for use upon arrival in international locations. Provo Agents working international flights also will be required to have an international seal on their SIDA badge.

FLIGHT OPSPilots will be operating under new international policies and procedures, including Flag operating rules, Oceanic procedures, and International Civil Aviation Organization regulatory require-ments. The Pilots have been training on these new policies and procedures for over two years. All of the support personnel and Pilots in Flight Ops have worked tirelessly to provide the best possible international experience for our Customers.

CUSTOMER SUPPORT AND SERVICES International Desks (IDs) at the Georgia, Phoenix, and San Antonio Centers have been set up to handle calls related to international travel. ID Reps are using Amadeus Reservation Desktop (ARD) for international reservation creation and management, and have learned new policies, procedures, and terminology. ID Reps are helping our Customers through the learning curve asso-ciated with Southwest’s new International offering.

CUSTOMER RELATIONS / RAPID REWARDSCR/RR “International Liaisons” have been identified to support “next level of support” needs for international bookings, including assisting with SODA events, schedule changes, refunds, travel agency bookings, and other spe-cial circumstances. Liaisons are using multiple new tech-nology applications, and have learned a completely new set of policies and procedures to support international.

Customer Support & Services and Customer Relations/Rapid Rewards will work to assist our international Customers as we do today for our domestic flights, providing the information and assistance our Customers need to have a posi-tive experience from the start of their journey to their return home.

May 2014 11

HEADQUARTERS WORKGROUPS

Our Headquarters workgroups have been working behind the scenes for more than two years to prepare the Company to sell and operate internationally. From implementing an entirely new international reservation system to devel-oping more than 600 international-specific procedures, these Employees are committed to ensuring the success of our new international operation.

NETWORK OPERATIONS CONTROL (NOC), FORMERLY KNOWN AS OCCOperating in international environments has introduced new rules and procedures that impact flight planning, communications, aircraft con-figuration requirements, and more. Due to the unique regulations, NOC has added an International Dispatch Desk dedicated to planning and coordinating all international flights. Numerous technology changes were made to our flight planning system as well as updated procedures in case of a delay, cancellation, diversion, or other irregular operations event in a foreign country.

HDQ MAIN

TOPSREVENUE MANAGEMENT AND PRICINGRevenue Management and Pricing must follow new pro-cesses for filing international fares, including the applica-tion of fare discounts. They also have had to create tens of thousands of fare filings, all involving far more complex fare rules and pricing categories to support international product offerings and ensure Southwest’s competitive presence.

TRAININGPreparing our People for selling and operating internationally requires the largest training effort in Southwest Airlines’ history. Southwest Airlines University (SWA U)—responsible for Ground Ops, Provisioning, CS&S, SOS, and CR training, along with Departments such as the NOC, Finance, Crew Scheduling, and others—is finalizing international operations training materials and preparations for nearly 35,000 Employees! From classroom- and computer-based training develop-ment to instructor-led delivery and self-directed skills maintenance, Southwest is making a significant investment in ensuring our People are well-prepared for this next phase in our Company’s history.

SOURCE OF SUPPORTSOS Reps have been trained to serve as support for all international needs that our Employees may have. Our SOS Reps are working on becoming subject matter experts in all of the new Amadeus applica-tions that our Customer-facing Employees use, as well as the new poli-cies, procedures, and terminology associated with international.

SAFETY AND SECURITYSafety and Security ensures that Southwest is compliant with governmental agencies, including Customs and Border Protection (CBP), Foreign Government Security Programs, and Immigration requirements. They also have developed additional security screening protocols for international operations so our Employees and Customers are as safe as possible outside of U.S. borders.

CREW SCHEDULINGCustoms and Border Protection (CBP) requires the collection and storing of all Crew passport information to create the Master Crew List (MCL) and the Flight Crew Manifest (FCM) for international travel. Inflight and Flight Ops have been collecting and verifying this passport information for 20,000 Pilots and Flight Attendants for the past year. Additionally, when a Crewmember has an expiring or lost passport, new technology will ensure that they do not fly to an international destination until they have renewed travel documentation.

May 201412

NETWORK PLANNINGNetwork Planning manages performance on the current route network, creates and implements new schedules, and formulates growth plans for new destinations, which the Airport Affairs Team makes sure we have adequate facilities to serve. The department’s International Business Management (IBM) Team was created to facilitate international activities including adjusting capacity lev-els, forecasting potential new markets, and developing longterm growth plans. IBM works together with other departments to ensure the feasibility of these plans and achieve profitability goals of current international service in efforts to make international a successful venture for Southwest Airlines.

SOUTHWEST AIRLINES

MARKETING / SOUTHWEST.COMMarketing must ensure our Customers are informed with interna-tional travel information, such as passport and emergency contact information, as well as U.S. and foreign government travel-related links. Marketing also has partnered with Technology to create a new shopping and booking platform within southwest.com to sup-port international sales.

TECHNOLOGYThe Southwest Technology Department has been the driving force behind readying Southwest for international. Technology has implemented Amadeus’s Altea Reservation System and its related applications to support Southwest international bookings and operations. They also have developed five new Southwest applica-tions, and modified 80 existing Southwest applications.

FINANCEFinance has made significant changes and updates to the Revenue Accounting System to accommodate international transactions. They have developed new processes for refunds, fraud detection, Customer payments, and auditing. Finance also has the responsi-bility of understanding and implementing new tax requirements for international taxes, tax filings, and country tax treaties.

GENERAL COUNSEL/GOVERNMENTAL AFFAIRSThese Teams research and build relationships with foreign governments. They apply and gain approval for route authorities with DOT and local governments. Once approval has been granted, they ensure compliance with United States federal, state, and local laws and regulations to support international operations. General Counsel also is tasked with researching and understanding the unique foreign rules and regulations to ensure that current, accurate, and sound legal advice is used for each jurisdiction.

PEOPLE, CULTURE, COMMUNICATIONS, ANDDIVERSITY & INCLUSIONNumerous workgroups have pulled together to ensure that our new countries and communities will quickly get to know our Servants’ Hearts, Fun-LUVing Attitudes, and Warrior Spirits. From building rela-tionships with foreign governments, community organizations, and media outlets to ensuring our Employees are well-versed on country-specific cultures and customs, we are working hard to build our brand outside of the U.S.

May 2014 13

HISTORY OF AIRTRAN’S INTERNATIONAL SERVICEIt was our AirTran Family who laid the ground work for Southwest’s international opportunities. In the summer of 2011, AirTran operated 86 weekly flights to Mexico, Dominican Republic, Jamaica, Aruba, Bermuda, and the Bahamas. Atlanta, Baltimore/Washington, Orlando, and Milwaukee were the main gateways to these Fun-LUVing leisure destinations, and AirTran served these markets using ten 737-700s configured specifically for international operations. When AirTran and Southwest became one Family on May 2, 2011, international flights continued to operate separately

on AirTran. In May 2012, Mexico City was added to the AirTran network, followed by San Jose del Cabo/Los Cabos in June 2012. In March 2013, a codeshare was implemented between Southwest and AirTran, which connected Southwest’s robust domestic net-work to AirTran’s international markets, providing Southwest Customers access to the Caribbean and Mexico. For example, Southwest Customers in Seattle now were offered Cancun as a destination by connecting through Chicago and Denver while San Antonio Customers are now connected to Aruba by way of Orlando and Atlanta.

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IN 1971, SOUTHWEST TOOK OFF WITH LUV JET SERVICE BETWEEN DALLAS, HOUSTON, AND SAN ANTONIO, bringing low fares and our legendary Customer Service to the great state of Texas. Turn the page to today. Not only has our network grown to more than 90 cities, we’re gearing up for our first international flights in July. Taking Southwest internationally and becoming the World’s Most Loved, Most Flown, and Most Profitable Airline is an exciting venture, but achieving this requires the cooperation of our more than 45,000 Warriors. All of us on the International Business Management (IBM) Team were excited to plan Southwest’s first inter-national schedule that converts the seven AirTran international destinations by the end of 2014.

INTERNATIONAL CONVERSION TIMELINE 2014

May 201414

CONVERTING AIRTRAN’S INTERNATIONAL NETWORKIn mid-2013, the International Business Management Team began planning for the conversion of AirTran international markets to enable Southwest to fly internationally for the first time. The Team identified key influencing conversion factors that included fleet, international city prioritization, technology implementation, and Employee training. We worked with other departments to under-stand the impact of conversion on their respective Teams, and worked with them to create a plan that balanced Southwest’s com-mercial and operational needs. With AirTran winding down the 717 operations and domestic 737s converting to Southwest metal, planning Southwest’s inter-national conversion schedule was challenged by having fewer air-planes. In addition, we evaluated multiple fleet scenarios balanc-ing maintenance programs, crew training schedules, and the desire to retain international market presence while meeting the goal of entirely converting AirTran to Southwest by December 2014. The result was a mutually agreed upon 2014 fleet conversion plan.

PRIORITIZING MARKETS AND GETTING READY FOR TAKEOFFAs of September 2013, the AirTran international network included eight destinations, 23 markets, and five countries. So how did we prioritize which markets would convert first? The Team ranked the international routes based on the following factors: markets requiring route authorities, competitive demand for airport slots, and current flight activity. For instance, Mexico City and Punta Cana

were planned for conversion in late 2014 due to the complexity of acquiring route authority and airport slot risks. Another influencing factor on conversion was the implementa-tion of our new international reservation system allowing Southwest to operate internationally. Rolling out a new reservation system for any airline is a challenging endeavor and requires updates to numer-ous current systems and implementation of new tools across the Company. Additionally, the plan needed to take into consideration training our Headquarters and Frontline Employees on the new international tools. Approximately one-fourth of Employees require training to support the international operations on Southwest. To support training and the technology deployment, our city conversion plan was paced over a six-month period starting in July through the end of 2014. You may be asking why a Customer can’t fly from Albany to Montego Bay on Southwest in July when the nonstop Baltimore/Washington to Montego Bay flight has converted to Southwest. While Baltimore/Washington and Montego Bay Employees have been trained, and the technologies in these cities have been deployed to operate international flights on Southwest, Albany Employees have yet to be trained, and the technologies have yet to be deployed. Meanwhile, Customers still have the ability to fly on AirTran to Montego Bay from Albany via Chicago. As you can see, many factors have played a key role in the develop-ment of a comprehensive international conversion plan. The IBM Team is happy to help our airline expand into these new international markets and is proud to be a part of making Southwest history!

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May 2014 15

SOUTHWEST’S INTERNATIONAL BUSINESS MANAGEMENT (IBM) TEAM—CREATED ON FEBRUARY 14, 2013—HAS A MISSION:

Champion international strategy and growth, cultivate cross-functional partnership across the Company, and integrate plans to realize both the goals and vision of

Southwest Airlines.

And how is our small but mighty Team accomplishing our mission? By working hard and aligning our strategies with that of the Company. We support Southwest’s Purpose to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel by:

• Taking our Customers to Fun-LUVing international destinations. • Creating an international flight schedule that is attractive to

our Customers. • Keeping our costs low so we continue to provide affordable

air travel to our Customers.

Additionally, IBM helps enable Southwest’s Vision to become the World’s Most Loved, Most Flown, and Most Profitable Airline by:

• Offering popular business and leisure destinations, further enhancing our already attractive Rapid Rewards program.

• Focusing growth in key cities such as Baltimore, Chicago, and Houston, allowing us to grow our domestic and inter-national markets.

• Entering into key, growing international destinations.

I am excited about Southwest’s international possibilities and how the IBM Team is helping shape the future of our airline. We look forward to supporting the Company’s commercial goals and working with Teams from across the Company to make Southwest a global airline.

MEET THE TEAMThe IBM Team is made up of nine talented individuals with diverse backgrounds and unique perspectives. Together we bring more than 120 years of aviation experience and an international viewpoint—as many of our Teammembers were born or have lived outside of the U.S., and many are seasoned international travelers.

JOHN KIRBYSr. Director of International Business Management

• Joined Southwest Airlines in June 2011 from AirTran Airways to lead the Domestic & International Team in the Network Planning Department and has over 30 years of airline experi-ence having worked for PEOPLExpress, Holiday Airlines, Northwest Airlines, US Airways, and AirTran Airways.

• Born and raised in a small town in Northern New Jersey named Kearny (could see the NYC skyline from my front porch) and is an alumnus of Montclair State University.

• Passions include sports, travel, history, scuba diving, English bitters, and thrill-seeking. Has bungee jumped off of a suspension bridge in Normandy, France, and enjoyed a great white shark cage dive in Mossel Bay, South Africa.

EVAN BERGManager of International Business Management

• Been with Southwest Airlines for 13 years and has held positions in Finance, Schedule Planning, Airport Affairs, and Network Planning and Performance. He met his wife, Hedy, at Southwest, and they have identical twin boys, Ben and Bryce.

• Born in Jamaica … not the island, but the Jamaica in Queens, NY, and raised in Massapequa, NY, but has also lived in South Africa, North Carolina, South Carolina, Montana, and Texas.

• Passions include food, travel (he’s traveled to all 50 states twice, and more than 20 countries), learning about different cultures, history of religions, golf, soccer, kayaking, and other water sports.

By Sr. Director of International Business Management John Kirby

May 201416

JULIAN GELVEZSr. Business Consultant of International Business Management

• Had four years of previous airline experience at Avianca and Aires, both Colombian commercial airlines, before joining Southwest as an intern in 2010. After his internship he joined the Network Planning Team.

• Born and raised in Bogotá, Colombia.• Passions include futbol, golf, eating non-spicy foods from all

over the world, and travel. After visiting Mexico, Salva-dor, Panama, Colombia, Venezuela, Ecuador, Puerto Rico, Bahamas, France, and Italy, he thinks that Venice is the most beautiful city he’s ever visited.

NICO GURWICZBusiness Consultant of International Business Management

• Joined Southwest in 2012.• Born and raised in Rosario, Argentina, a few hours’ drive

north of Buenos Aires, but moved to Israel for university. At school when Nico wasn’t in the library, he was working as a barista in a local coffee shop making delicious lattes (complete with great latte art).

• Passions are futbol, planning, and traveling around the world. In fact, Nico has lived, worked, and studied in different cities around the world, including Tel Aviv, London, and New York.

GAD WAVOMBASr. Analyst of International Business Management

• Prior to joining Southwest in 2012 in Revenue Management, Gad spent two years with Arik Air in Lagos, Nigeria, and New York City in network planning and sales roles. Additionally, during undergraduate school at Embry-Riddle, he interned at Continental Airlines and studied a semester abroad in Dubai, UAE, while interning at an aviation consulting firm.

• Born in Houston and raised in San Diego. Gad is named after his father who is a PHX Ops Agent.

• Passionate about the airline industry (he knew how to fly a Cessna before driving a car), travel, basketball, and is in the middle of completing business school.

COLIN STENSTROMSr. Business Consultant ofInternational Business Management

• Prior to joining Southwest’s Network Planning Team in 2011, he spent three years at Continental Airlines.

• Born in Ft Worth, Tx., he calls Dallas home. • Travel is his biggest passion, and he has traveled to

27 different countries across five continents. His favorite travel destinations include: Belgium, Turkey, and Japan.

ANDREW PIERINISr. Analyst of International Business Management

• Started as a summer Intern in 2012 and hired into Network Planning after completing the program.

• Born in Denver, and raised in Houston.• Passions include aviation, watching University of

Oklahoma football, and traveling. • He has traveled all over the U.S. and internationally to Tel Aviv,

London, Guatemala City, Cartagena, Cancun, Chile, Rome, Florence, St. Lucia, St. Thomas, St. John, and San Juan. Since starting at SWA, he has flown on over 330+ flights.

LAURA JOHNSTONSr. Business Consultant ofInternational Business Management

• Joined Southwest in 2011 to assist with Southwest/AirTran integration efforts.

• Born and raised in Perth, Western Australia, to European immigrants.

• Graduated from the University of Western Australia and celebrated with a “two-week trip” to New York City to visit her sister, which turned into a nine-year stint in the Big Apple! While there, she worked at the United Nations and Lehman Brothers. She followed her sister again to Dallas four years ago.

• Passions include dancing, singing, rescuing dogs, futbol, playing the piano, cooking, traveling and learning about other cultures.

• She has lived in Australia, the United States and Canada; favorite travel destinations are Guatemala, Santo Domingo, and Napoli.

HEATHER TOLMACHOFF Sr. Business Consultant ofInternational Business Management

• Has been with Southwest for 19 years and has worked in the Ground Operations, People, and Network Planning and Performance Departments.

• Born in Phoenix and raised in Glendale, Ariz., a suburb of Phoenix, and is an alumni of the University of Arizona—Go CATS!

• Passions are running, cycling, college basketball, music, art, craft beer, food, traveling, learning about other cul-tures, and, of course, aviation! Has traveled all over the U.S. and internationally to Vancouver and Los Cabos.

May 2014 17

By Customer Relations Representative Sydni Walker

FANTASYISLANDSJUST BECAME A REALITY

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CUSTOMERS CAN NOW GRAB THEIR SUNGLASSES AND SWIMSUITS and fly on Southwest to the Bahamas, Aruba, and Jamaica beginning July 1! All three of these exotic locations offer beautiful sandy beaches, crystal clear water, snorkeling, scuba diving, zip-lining, swimming with dolphins, shopping, and nightlife. Before jetting off, there are a few things visitors need to remember:

• Make sure you have a valid passport, a return ticket home, and proof of hotel accommodations.• Bring plenty of sunblock and bug repellant to protect your skin. • Bring lightweight clothes, swimsuits, and shoes for each activity you plan to do.• Make sure to bring your camera to capture your FUN experiences!

ARUBA• Aruba is located in the Southern Caribbean and

has an area of 70 square miles.• There is a population of 106,698 people of 96

distinct nationalities.• A desert-like island, Aruba has a yearround

average temperature of 82 degrees and low humidity.• Aruba is home to diverse birdlife, including the

“shoco,” a burrowing owl unique to Aruba, and various species of lizards. Its waters are populated with marine life, including several species of coral, tropical fish, and sea turtles.

• In 1986, Aruba claimed autonomy from the Netherlands Antilles, and now is a separate entity within the Kingdom of the Netherlands. The Government consists of a Governor (appointed by the Queen) and 21 members of Parliament, including a Council of Ministers.

• Southwest will serve Aruba through Aeropuerto Internacional Reina Beatrix—or Queen Beatrix International Airport—(AUA) in Oranjestad, Aruba.

Aruba Ostrich Farm • Butterfly Farm • Horseback riding Kite surfing • Salsa dancing • Beach tennis • CasinosBUCKETLIST

May 2014 19

BUCKETLIST

JAMAICA• Jamaica was the first country in the Western

Hemisphere to build a railroad.• Jamaica’s motto is, “Out of Many, One People.” This is

attributed to the many different races/cultures that came together to produce the nation.

• Rastafarianism originated in Jamaica and came about in the 1930s. The religious movement is associated with Reggae Icon Bob Marley, who was himself an avid believer in the Rastafarian faith.

• The world’s fastest man and woman in the world (Usain Bolt and Shelly-Ann Frazer) are both from Jamaica.

• The words “barbecue,” “hammock,” “hurricane,” “potato,” and “tobacco” came from the first colonists of Jamaica—the Arawak Indians.

• Ian Fleming, the author of the James Bond books and films, wrote ten of his novels from his home in Jamaica.

• Jamaica is the first tropical country to enter the winter Olympics.

• Southwest will serve Jamaica through Sangster International Airport (MBJ) in Montego Bay.

Dunn’s River Falls located in Ocho Rios • Rick’s Café for local cuisine and cliff jumping • Bob Marley Museum Scotchie’s Restaurant in Montego Bay • Visit old sugar plantations/factories • Hike to the top of the Blue MountainsBUCKETLIST

THE BAHAMAS• Made up of over 700 islands

and cays, the Bahamas are surrounded by turquoise waters and powdery sand beaches.

• The population of the Bahamas is approximately 371,960.

• The Bahamas attract more than three million visitors per year.

• The Bahamas were once a British colony, and the Queen of England is still the head of the Commonwealth islands.

• Southwest will serve the Bahamas through Lynden Pindling International Airport (NAS) in Nassau.

Adastra Gardens • Underwater Observatory at Atlantis • The Water Park at Atlantis • Dolphin Cay Shopping downtown Nassau • Shopping at the Town Centre Mall and Marathon Mall

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IT’S REMARKABLE TO THINK WE’RE IN THE HOME STRETCH TO JULY 1, 2014, when our Red-Bellied Warriors begin flying into international markets. In a blink, we’ve fast-forwarded from May 2011, when we first learned about these historic opportunities and haven’t let up in our preparations for this transition from AirTran to Southwest livery. I’ve been privileged to be a part of an International Planning Team with representation from Ground Operations, Cabin Services, Flight Operations, Emergency Response, General Counsel, Communications, Safety & Security, and Corporate Security. This Team con-ducts ongoing assessments of each identified international location to better understand and develop processes that support the opera-tions. In an impressive display of Teamwork, each representative is able to use their unique perspective to identify challenges associated with each destination and work together to mitigate and minimize these challenges. Let’s dive a little deeper into Corporate Security’s contribution, the Travel Risk Management (TRM) program, and how it applies to Employees traveling internationally for business. The Corporate Security Team developed the TRM program as a way to strategically monitor risks and keep Employees safe when traveling abroad on business. The program encompasses these five components:

To support this initiative, Corporate Security rolled out the Worldcue® Traveler application in March, a centralized application to capture the international business travel, monitor the overall risks, and initiate notifications if warranted. Prior to traveling internationally on business, please contact me (Jay.Oros@wnco.com) or Norma Acosta (Norma.Acosta@wnco.com) so that we can help familiarize you with this tool and enable you to take full advantage of the program. If you’re not traveling on business, but would like information on an international location, go to SWALife >Travel >Travel for Business >Guides & Travel Advisories >International Travel Advisory and launch the Worldcue® Planner. This tool supplies relevant infor-mation as it relates to Security, Safety, and health, along with general travel tips to help foster a positive travel experience. As always, common sense is a fundamental component of your personal Safety. Situational awareness and minimizing distractions are also key contributing factors to a successful trip. As with any program geared toward monitoring risk, we hope that only the proactive components will have to be utilized. But, as the International program matures, the reactive components (Response and Notification) will prove to be an invaluable tool to protect our greatest assets—our Employees.

Safe Travels!

RISK ASSESSMENT: Evaluating each trip for risks and “scoring” the risks based on several factors such as crime, civil unrest, terrorism, kidnapping, and geopolitical concerns. The higher the score, the more overt the notification to the traveling Employee.

Produce information relating to the risks of each trip and ensure that the Employee is aware of potential threats or hazards that may be encountered.

RISK DISCLOSURE: RISK MITIGATION: Develop strategies that will result in a level of risk acceptable to the traveling Employee and the Company.

RISK MONITORING: Continual real-time monitoring of world events for existing or emerging threats that could directly impact travel.

RESPONSE AND NOTIFICATION:Automated com-munication to the traveling Employee with identified threats supported by event-specific instructions and coordinating on-ground mobilization of resources if necessary. 21 3 4 5

THE TRAVEL RISKMANAGEMENT PROGRAMBy Manager Corporate Security Jay Oros

May 2014 21

AN ACT OF CONGRESS

May 201422

By Communication Sr. Specialist Richard West

May 2014 23

Headlines from The Dallas Morning News following Herb’s testimony before Congress in support of the Five Party Agreement.

ON JUNE 15, 2006, leaders from the five parties at the center of a most contentious debate gathered at the DFW Hyatt to sign an agreement outlining a com-promise reached locally to bring down Love Field’s very own Berlin Wall known as the Wright Amendment. After several weeks of conversations and meetings outside of the media spotlight and intense community interest, the agreement settled upon outlined the even-tual full repeal of the 1979 law but also outlined several stipulations needed in order to attain the support on the federal level. Even though it would seem logical that the local issue battled out in north Texas could be settled within the boundaries of the Lone Star State, only an Act of Congress could solidify the compromise. The Five Party Agreement was the agreement signed by Herb and representatives from the other vest-ed entities charting the course of Love Field’s future. An eight-year timeframe was proposed for the full enactment of the repeal, during which several key infra-structure changes would be made. This was the begin-ning of the Love Field Modernization Program we see today, providing what will be our beautiful new 20-gate terminal when completed later this year. At the time, there were a total of 32 gates at Love Field, although not all were in use. Of the maximum permissible 20 gates, Southwest Airlines would have rights to 16. While waiting the equivalent of two presidential terms, one key change could take place immediately af-ter enactment—an end to the dreaded multiple tickets to destinations beyond the Wright Amendment bound-aries. Through-ticketing would allow for Customers to purchase a single ticket involving a stop, or a change of planes, to anywhere within our domestic network. In order to garner the support of the Congress, Herb returned to our nation’s capital on July 12, 2006, to speak before the House Transportation and Infrastructure Committee. The last time our Executive Chairman had presented testimony in Washington, the dialog had taken a different tone. In his original remarks, Herb stated, “You might have thought that we had proposed to unleash the Four Horsemen of the Apocalypse,” when describing our early fights to take to the skies, with the goal of seeking an immediate repeal of the Wright Amendment while still being faced with staunch opposition from American Airlines and other stakeholders. This time, Herb’s testimony took a dif-ferent path, thanking our chief competitor and other local leaders for their support. Gerard Arpey, then chief executive of American Airlines, was also on hand to echo his company’s support of the compromise. While the journey continued to end our 27-year battle against the Wright Amendment, we were one step closer to finally Setting Love Free.

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Vice President Southwest Airlines University Elizabeth Bryant

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Elizabeth provides Executive Leadership for Employee learning and Development at Southwest Airlines. She provides strategic direction and oversight for Ground Operations, Inflight, Provisioning, Customer Support & Services, Customer Relations, Technology, Customer Service, Source of Support, and Leadership training programs. Additionally, she provides Leadership for all Companywide training initiatives. Since joining Southwest Airlines in 1997, Elizabeth has served in various Leadership roles including Manager of Leadership Development, Director of Leadership Development, and Senior Director of Talent Development. During her time at Southwest, she has led many training initiatives including Performance Management, SAP implementation, and AirTran Integration. Prior to Southwest, Elizabeth taught business communication courses at Indiana University and College of San Mateo. 1 FAMILY PHOTOGRAPHS — Anyone who knows me at all

knows that I am crazy about my family and my office is filled with photos of family, friends, and Coworkers. I married my high school sweetheart and we have three amazing children ages seven, nine, and eleven. They keep me on my toes, trying to balance busy schedules at home and work. There is never a dull moment!

2 MY FAVORITE TRAVEL PHOTO — My kids have grown up with Southwest and we take every opportunity to travel. I snapped this picture of my daughter, Audrey, when we landed in PHL last year. She is only seven, but definitely shows sign of being a seasoned traveler.

“Leadership is serving others by casting a compelling vision, providing tools and support for People to get there, and becoming their biggest champion along the way.”

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3 MODEL OF CALIFORNIA ONE — I was born and raised in San Mateo, California, and my parents and brothers still live there. In fact, my older brother also is a Southwest Employee at SFO.

4 MEMENTOS — I have many gifts and photos around my office from incredible Leaders I have had the privilege of meeting throughout my career, including Avery Johnson, Colin Powell, Betsy Myers, and Nolan Ryan.

5 SOUTHWEST’S LEADERSHIP EXPECTATIONS — I reference the Employee and Leadership expectations often when

I am talking to Employees about what makes Southwest so unique. I also see these as a job description—it is my responsibility to Live and Work the Southwest Way. Two years ago when we started the tremendous task of centralizing training at Southwest (we merged 11 different training groups together to create one SWA University),

I used these expectations as a guide in decision making. I think our department needs to Lead by example in all

things Southwest. It’s non-negotiable.

May 2014 25

CAROLYN ODOH » ONT CUSTOMER SERVICE SUPERVISORWhen a young man attempted to travel from Ontario to New York without the proper docu-mentation, he was denied and left with nowhere to go. TSA Manager Dan Schreck shared a letter with us and explained how ONT Customer Service Supervisor Carolyn Odoh went out of her way to help this young refugee, who had no money and no options, get to New York. Mr. Schreck explained that Carolyn and her husband, Daniel, took this young man under their wing. They provided him with food, motel lodging, and clothing. Carolyn also collected money for his bus fare to New York. As you can imagine, Mr. Schreck was truly touched by what Carolyn and her husband did to help this young man. Mr. Schreck closed

his letter by saying, “This is a pure example of not only a great Southwest Supervisor, but a great human being who saw it in her heart to help another human being. Can you imagine—the young man fell to his knees in prayer when Carolyn and her husband took him to the bus station. I bet this young man will always remember how this family helped him, maybe this is why he came to America.” Thank you, Carolyn and Daniel, for your heartfelt efforts to help this young man. You made a positive difference, and your LUVing actions will not be forgotten.

WE’RE FAMILYWhen a Fellow BDL Employee was hospitalized after a heart attack, BDL CSAs Stephanie Difiore and Lori Wentworth and BDL Ops Agent Denise De La Cruz organized and executed a successful Chili Dog fundraiser. Their efforts raised more than $600 to help this family during a difficult time. Stephanie, Lori, and Denise … thanks for helping your Southwest Family; we are so grateful for you!

RAIN OR … SNOW While MCI Ramp Agent Jared Leeper was leaving for the day, he and a few Coworkers ran into a group of Southwest Mechanics who had been sent to Kansas City for

the night. Because of a snow storm, there were no shuttles or taxis avail-able to take the out-of-towners to their hotel in Platte City. Jared, who lives an hour away from the airport, offered to take the Mechanics in the opposite direction to their hotel, while making a few stops along the way. Jared, thank you for braving harsh winter weather conditions to help a few Cohearts in need—we’re proud of you!

FEAR NO MORE Southwest Customer Mr. Estes has a fear of flying, and his new job requires him to travel some. Nervous about a recent trip, he brought along some medication that his doctor had prescribed for him, and he thought it would

be best to inform the Crew about the medicine he was taking, so he explained the situation to MDW Flight Attendant Lance Meyer. Lance allowed Mr. Estes to preboard so that he could pick a comfortable seat; he explained the whole flying process; he went over some of the noises that Mr. Estes would hear during the flight; and, when the flight was over, he took Mr. Estes to his connecting gate. In his e-mail, Mr. Estes wrote that Lance made the flight seem like it only took a few minutes and that his time with Lance was invaluable. Thank you for going above and beyond to make our Customer comfortable, Lance. Your dedication to your job is commendable!

RHONDA JONES » HC CS&S CUSTOMER REPRhonda and her son were on a flight returning to HOU from SAN when a lady stopped and asked to sit with them on their row. Of course, Rhonda welcomed her, and she took her seat. Once the Customer sat down, she began to cry. Rhonda asked her if she was okay and if she needed anything. The Customer explained that her husband has a rare heart condi-tion that affects one-in-a-million people. He was in need of a heart transplant and had been flown to Houston to become stable and await the transplant. The Customer explained to Rhonda that she was nervous about being in Houston, as she didn’t know anyone in the area and was unfamiliar with the city. When the flight

arrived in Houston, Rhonda and the Customer exchanged telephone numbers, and Rhonda helped her find her way to the shuttle. Since the flight, Rhonda has visited the Customer and her husband in the hospital. She has also brought items to them in an effort to make their stay a little more comfortable, and she has even driven the Customer to the grocery store. Rhonda feels blessed to have been in the right seat at the right time, and I’m confident that our Customer feels the same way. Thank you, Rhonda, for extending your LUV to this couple in need.

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WINNINGSPIRIT

AWARD

The Winning Spirit Award

recognizes Employees

for going above and

beyond their normal

job responsibilities; for

consistently displaying their

can-do attitudes; and for

Living the Southwest Way.

To read more stories about Winning Spirit Award winners, please visit SWALife >LUV Culture >SWAG > Winning Spirit.

For more on LUV Mail, please visit SWALife >LUV Culture >SWAG > LUVMail.

LUVMAIL

LUV Mail is a select

distribution of positive

Internal and External

Customer correspondence

praising particular

Southwest or AirTran

Employees and Teams.

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LAX CSA Yvonne Davis“@SouthwestAir great Customer Service in LA. Temporarily lost our bag, but got a quick call and $50 travel voucher for the trouble #awesome”

AC Customer Rep Michael Ortiz“I just want to say a huge thanks to Mike in Albuquerque! I had an emergency and he helped! #Swisthebest @SouthwestAir #ThatsYIflySW”

SELFLESS SERVICE Southwest Customers Mr. and Mrs. Emerson were scheduled on a flight from JAX to ORF via ATL. When Mr. Emerson discovered that there was a direct flight to ORF that was about to start board-ing, he asked JAX CSA Ed Meneses

if it would be possible to switch flights. As Mr. Emerson describes in his letter, Ed changed their reservation and got the attention of JAX Ramp Agent Edward St Jean, who retrieved their luggage and made sure that it was loaded onto the new flight. When Mr. Emerson

offered to give Edward a tip, his answer was, “No … please make a donation to the Ronald McDonald House instead.” Not only did Mr. Emerson send a glowing compli-ment for Ed and Edward, but he also made a generous donation to our Friends at the RMH!

LAS CSA Diane Benvenuti“I just wanted to let you know Diane at the curb side counter @ LAS is my hero. My flight was cancelled two days in a row and she worked tirelessly and diligently for close to two hours to find me and my friend flights back to PHL. She worked the computer and waited for more than 45 minutes on hold to find us a way home on February 14 rather than not being able to leave LAS until at least February 16. That is true Customer Service, and I appreciate her in this frustrating and stressful time.”

Specialist Customer Relations/Rapid Rewards Gabe Briones“Gabe, Thank you for the quick response. I was truly impressed with the response time and your commitment to ensure I was satisfied with the outcome of what could have been a bad situation. You were a large contributor to the reason I will continue to use Southwest as my main source of travel.”

HOU Flight Attendant Debbie BrakebillHOU Flight Attendant John PharrisMDW Flight Attendant Paula Davenport“@SouthwestAir Crew on Flt 695 MDW/HOU was top notch! Great hospitality and friendly smiles. #alistpreferred”

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KUDOSFROM

SOCIAL MEDIA

It’s with great pride that our Senior Management Committee announces our 2014 President’s Award Winners. The President’s Award is one of the highest honors a Southwest or AirTran Employee can receive. Each and every one of these Recipients is carefully selected for their faithfulness, tenacity, and commitment to Living the Southwest Way. In addition, our Winners are Employees who know that their role within the Company is helping us achieve our Company’s vision to become the World’s Most Loved, Most Flown, and Most Profitable Airline. Without further ado, please join me in congratulating the fol-lowing outstanding Cohearts:

Congratulations to our 2014

By Director Culture Services Cheryl Hughey

CABIN SERVICESAbraham Torres (MDW Inflight)Al Castaldo (BWI Inflight)Anne Zachritz Bryan (HOU Inflight)Bob Ryan (STL Provisioning)Bobby Moore (OAK Inflight) Hector Barrera (DAL Inflight)Janet Zbojniewicz (PHX Inflight) Kurtis Beggs (HOU Inflight)Linden Hull (MCO AirTran Inflight)Mary Riding (MCO Inflight)Melissa Burdine (HDQ Inflight)Steve Eisenberg (SAN Provisioning)

CORPORATE FACILITIES Val Valdez

CULTURE & COMMUNICATIONSam Leyendecker

CUSTOMER RELATIONS/RAPID REWARDS Stephen Summers

CUSTOMER SUPPORT & SERVICESDennis DeFrank (HDQ)Jeannette Kruml (CC)John Valetta (HDQ)Jynell Holliday (HC)Laura Ames (SC)

EXECUTIVE OFFICEAmy Marhoefer

FINANCEAdam Carlisle Dorothy JensenJustin Bundick Tamara Day

FLIGHT OPERATIONSBill Schratz (ATL AirTran) Christi Paget (HDQ)David Sanders (MDW) Keith Coneby (ATL) Lee Kinnebrew (HDQ)Mark Damiens (HOU) Mike Winslow (HDQ) Steve Waltuck (ATL AirTran) Will Ware (DAL)

FUEL MANAGEMENTJean McKinney

GENERAL COUNSEL Kevin Minchey

GOVERNMENTAL AFFAIRSDavid Richardson (D.C. )

GROUND OPERATIONSBill Ryan (FLL)David Dickerson (HDQ)Franky Van De Marimba (TPA)Geo Llantero (OAK)Grant McDougall (ONT Cargo)John Gramann (MCI)John Johnston (IND) Mandi Venable (LGA) Meloney Jones (MKE)Peter Costella (BDL) Randall Wood (HOU)Sarah Hamner (OKC)Stephanie Rendon (SLC)Steve Herrera (ABQ)

INTERNAL AUDITElizabeth Hill

MARKETINGSilke Koehnecke

NETWORK PLANNINGDavid Hagerhjelm

OPERATIONAL PERFORMANCEJeff Agold

OPERATIONS DEPARTMENTCharles Cunningham Gene Kim

PEOPLE DEPARTMENTGregg Thorsen

REVENUE MANAGEMENTSomer Holder

SAFETY & SECURITYGeorg Taht

TECHNICAL OPERATIONS Bill Oliver (HOU)J.D. Privett (DMX)Mike Barnett (ATL) Mike Beeghly (DMX) Milton Hubbard (HOU)Wallace Steele (ATL)

TECHNOLOGYJason Codrington (ATL)Shaun Tune (HDQ)

TRAININGDavid Curry

These Recipients will be honored by Senior Leaders at a special luncheon in Dallas at the beginning of May, where the formal presentation of their award will take place. As in years past, the Winners also will be invited to the Anniversary Banquet taking place later this summer.

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All Recipients were notified of the good news by their Leaders and Coworkers during the first few weeks of April. Recipients were surprised in a variety of FUN, creative, and heartfelt ways, and presented with a plaque and save-the-date for their formal May luncheon.

Here’s a snapshot of the different surprise moments across the system!

TPA Customer Service Agent Franky Van De Marimba was given special treatment by his Station Coworkers and Leader Dave Demeyer—from cupcakes to balloons, to plenty of photo opportunities, Franky was over-whelmed and said he was “…so grateful to have the chance to portray a moment you don’t see every day.”

VP of General Counsel, Mark Shaw, and his Team found a creative way to notify Attorney Kevin Minchey about his award. The Team was gathered and they had folks open envelopes that each contained a letter and together they had to solve the “word jumble” to find out the winner of their Department’s President’s Award winner!

FLL Ramp Agent Bill Ryan is pictured here after being told of this honor by FLL Station Manager Tennina McAnany and FLL Assistant Station Manager Anita Santiago.

SC Center Leader Christal Campbell surprises SC Customer Representative Laura Ames with a hot pink President’s Award Winner sash in front of other SC CS&S Employees before announcing to the entire Center about Laura’s award! Laura had this to say: “I was truly honored and humbled to receive the President’s Award. It is up there as one of my proudest moments in my 32-year history at Southwest. I have seen many changes over the years, but one thing that has never changed is the pride that I feel for this Company. Whatever your role is, we are all important and instrumental in making our Company a success. I truly appreciate this great honor.”

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Local Spotlight:The “41st and Last” Southwest Airlines Chili Cookoff

ON APRIL 5, WE CELEBRATED THE “41ST AND LAST” CHILI COOKOFF! The chili heated up the competition and every-one’s taste buds at Sandy Lake Amusement Park in Dallas, TX. Southwest and AirTran Employees came out to try the varying chili recipes crafted by Teams from around the system. Congratulations to all of our winners, and thanks to everyone who came out to the Chili Cookoff !

PEOPLE’S CHOICE3rd—Tech Ops QA2nd—Cabin Services1st—Tech Ops Culture Committee

May 7 President’s Award Luncheon

May 16DEN Culture Blitz

May 21 TPA Culture Blitz

May 29DTW Culture Blitz

CHEF’S CHOICE 3rd—Corporate Facilities2nd—Flight Ops Training1st—CBS/Ground Ops

SHOWMANSHIP3rd—Spirit of DAL2nd—CS&S1st—SWAPA

JUDGES’ CHILI5th—Tanya Hill (Finance)4th—Revenue Management3rd—Corporate Facilities2nd—CBS/Ground Ops1st—Marketing

MAY CULTURE EVENTS: