We achieve this through Employee engagement, modernizing the Employee experience, and living The Southwest Way
What is Reinvigorate our winning Culture
Southwest Airlines Employee Assistance Program
What is Clear Skies
Southwest Airlines Recognition Program
What is SWAG Program
2023 Rally locations
What is BWI, LAS and DAL
Measures the amount a Rep is scheduled to be available to assist Customers
What is Schedule Adherence
Achieved by being where and when Customers want to buy and fly, and by modernizing the Customer Experience
What is Win more Customers and grow revenue
Referenced to as your mental health ‘Coach’ in your pocket
What is Text to Coach
Annual big, festive family reunion for Southwest - last held in Nashville
What is Spirit Party
Pre Rally Event
What is CS&S Meet & Greet
1st Quarter AHT Goal
What is 500
Achieved by giving you—our exceptional Employees—the tools you need to serve our Customers—and each other—with our legendary Hospitality
What is Modernize the operation
Total counseling sessions per Employee, per Issue
What is 8 sessions
One of the longest standing traditions at Southwest Airlines that provides a friendly competition between Southwest cookers
What is Chili Cookoff
DAL Rally location
What is Globe Life Field, Arlington Texas
Measures how we are able to resolve a Customer's question, problem, or need the first time they call CS&S
What is First Call Resolution
Achieved through everyday discipline and tangible efficiency initiatives.
What is Maintain our low-cost advantage
What is Teladoc
These individuals empower Cohearts to own, strengthen, and promote Southwest's renowned Culture, while serving as the designated Leaders of their local Culture Committee
What is Culture Ambassadors
The year of Southwest Airlines first Rally
What is 1985
Hospitality Goal
What is 90%
Previously known as “Do well by doing good”
What is Be a good citizen
Southwest Airlines medical programs
What is Cigna and Aetna
This program provides resources to help create fun and memorable experience for Cohearts and Customers during Southwest's signature moments and holidays
What is Celebrate with Heart
Artists performing at special DAL Rally concert
What is Flo Rida and JoJo
Implemented in October 2022 to help CS&S Employees Knowing the Score
What is CS&S Performance Infographic on CS&S Home Page