Southwest Airlines Leaders and Employees Make Surprise Calls to Customer Representatives


Today, Southwest Airlines Leaders, including President & Chief Executive Officer, Bob Jordan; Chief Operating Officer, Andrew Watterson; Senior Vice President Operations & Hospitality, Steve Goldberg; Vice President Customer Support & Services, James Ashworth; and other Employees made surprise phone calls to Customer Representatives from the Customer Support & Services (CS&S) Department. This event, called "Heart 2 Heart Connection," took place at the Southwest Airlines Corporate Campus in Dallas and it included more than 300 Employee volunteers who completed nearly 1,500 calls to 714 Fellow Employees, or Cohearts as they're affectionately known at Southwest, to brighten their days.    

"I wish I could tell every one of our 75,000 Employees 'thank you' for all they do," said Jordan. "Our Culture and our People set us apart, and to me, our Culture is simple. We hire great People who are low ego, and they look to serve others before they look to serve themselves. That's what I heard on the phone today."  

These Customer Representatives from CS&S are responsible for assisting Customers who call Southwest Airlines by providing legendary Southwest Hospitality over the phone. In 2022, this department transitioned to full-time remote status, and the "Heart 2 Heart Connection" event is one of the many ways Southwest shares its unique Culture of caring with Employees.  

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