Putting People First

Like many companies, Southwest has a mission statement focused on our Customers: a dedication to providing the highest quality of Customer Service, delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. Unlike many companies, we also have a mission statement that serves as a commitment to our Employees! Why? Because our People are our greatest strength and most enduring long-term competitive advantage. So you won’t hear us using the phrase “Human Capital Management” when referring to our People. And our folks in Human Resources? They don’t work in HR—they’re in the People Department. At Southwest, we do things a little differently. We’ve zigged when others have zagged. But we’ve never wavered from our People-centric philosophy.

Key Accomplishments

Nearly 190k

In 2018, Southwest Employees volunteered nearly 190,000 hours to help causes and organizations they care about.

We served a record 134M+ Customers in 2018
800,000+ Sq.Ft.

The size of our new world-class operational support and training facilities at our Dallas campus.

For nearly five decades, our world-famous Culture has created a loyal following with happy Employees translating to happy Customers and happy Shareholders—a philosophy that has proven to be a formula for success. We put People first, and that extends to our Employees, our Customers, and the people in the communities we serve. We’re often asked, “What’s the secret to Southwest’s success?” Our answer? It’s no secret—it’s our People.
—Julie Weber, Vice President and Chief People Officer
Key Topic

Employees

Southwest’s Legendary Customer Service begins with the way we take care of our Employees. We’ve always believed that when you put your Employees first, your Customers feel the difference. We strive to create a diverse, inclusive, and high-performance workplace that allows each of our Employees to reach their full potential. We view the myriad of perspectives, skills, and experiences on our Team as a strength, so we seek to empower Employees to fully be themselves when serving our Customers—because genuine service is best when it comes from the Heart.

$544 million
Earned by Employees in ProfitSharing in 2018.
April 2018, we opened the doors to 800,000 square-feet of world-class facilities that house many of our Operational Teams and Pilot Training.
2+ million hours
Spent in Operations Teams training and education in 2018.
Key Topic

Customers

Customers are at the Heart of everything we do—after all, we have long thought of ourselves as a Customer Service organization that just happens to fly airplanes. Last year, a record of more than 134 million Customers chose to travel with Southwest—helping us reach our 46th consecutive year of profitability. Our continued success reinforces the importance of what’s brought us this far and serves as a signpost for what’s ahead. By finding new ways to extend our Legendary Customer Service and continuing to offer friendly, personal Southwest Hospitality, we’re pursuing our Vision to become the world’s most loved, most flown, and most profitable airline.11) The 2018 Southwest Airlines One Report contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. Specific forward-looking statements include, without limitation, statements related to (i) the Company’s Vision; (ii) the Company’s financial position, outlook, goals, targets, strategies, plans, expectations, and projected results of operations, including specific factors expected to impact the Company’s results of operations; (iii) the Company’s network, growth, and capacity plans, strategies, opportunities, and expectations; (iv) the Company’s expectations and goals with respect to enhancing Shareholder value and returning value to Shareholders; (v) the Company’s fleet plans, strategies, and expectations, including its fleet modernization initiatives, and the Company’s related financial and operational expectations; (vi) the Company’s operational initiatives and related plans and expectations, including with respect to its technology and innovation initiatives; and (vii) the Company’s other initiatives, including construction, safety, fuel, and environmental initiatives, and related plans and expectations. These statements involve risks, uncertainties, assumptions, and other factors that are difficult to predict and that could cause actual results to vary materially from those expressed in or indicated by them. Factors include, among others, (i) changes in demand for the Company’s services and other changes in consumer behavior; (ii) the impact of a continually changing business environment, economic conditions, fuel prices, actions of competitors (including without limitation pricing, product, scheduling, capacity, and network decisions, and consolidation and alliance activities), and other factors beyond the Company’s control, on the Company’s business decisions, plans, strategies, and results; (iii) the impact of governmental actions and governmental regulations related to the Company’s operations, in particular with respect to the grounding of the Company’s 737 MAX 8 fleet; (iv) the Company’s dependence on third parties, in particular with respect to its fleet and technology plans and expectations, and the impact on the Company’s operations and results of operations of any related third party delays or non-performance; (v) the Company’s ability to timely and effectively implement, transition, and maintain the necessary information technology systems and infrastructure to support its operations and initiatives; (vi) the Company’s ability to timely and effectively prioritize its initiatives and related expenditures; (vii) the impact of labor matters on the Company’s business decisions, plans, strategies, and costs; (viii) changes in aircraft fuel prices, the volatility of commodities used by the Company for hedging jet fuel, and any changes to the Company’s fuel hedging strategies and positions; and (ix) other factors, as described in the Company’s filings with the Securities and Exchange Commission, including the detailed factors discussed under the heading “Risk Factors” in the Company’s Annual Report on Form 10-K for the fiscal year ended Dec. 31, 2018.

California Love
California Love
Since 2016, our California Employees have dreamt up new ways to engage with our Customers.
Top 10 Airline—World
Top 10 Airline—World
In 2018, TripAdvisor ranked us sixth in the Top 10 Airline—World Category.
Key Topic

Communities

As our business continues to grow, our influence on the communities where we live and work increases as well, presenting exciting new opportunities for us to connect People to what’s important in their lives. Investing in community-minded partnerships and volunteering in the communities where we live and work allows us to connect with more People in the places and ways that matter most.

592,000 students
Impacted by our Adopt-A-Pilot program since 1997.
In 2018, we donated 3,437 tickets through our Tickets for Time program. We donate one complimentary, roundtrip ticket for every 40 hours our Employees volunteer with a qualified organization.3131) Each qualified organization is eligible to receive up to six roundtrip tickets per calendar year as part of the Tickets for Time Program.
$27 million+
Value of travel assistance for medical patients in need since 2007.

Looking Forward11) The 2018 Southwest Airlines One Report contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. Specific forward-looking statements include, without limitation, statements related to (i) the Company’s Vision; (ii) the Company’s financial position, outlook, goals, targets, strategies, plans, expectations, and projected results of operations, including specific factors expected to impact the Company’s results of operations; (iii) the Company’s network, growth, and capacity plans, strategies, opportunities, and expectations; (iv) the Company’s expectations and goals with respect to enhancing Shareholder value and returning value to Shareholders; (v) the Company’s fleet plans, strategies, and expectations, including its fleet modernization initiatives, and the Company’s related financial and operational expectations; (vi) the Company’s operational initiatives and related plans and expectations, including with respect to its technology and innovation initiatives; and (vii) the Company’s other initiatives, including construction, safety, fuel, and environmental initiatives, and related plans and expectations. These statements involve risks, uncertainties, assumptions, and other factors that are difficult to predict and that could cause actual results to vary materially from those expressed in or indicated by them. Factors include, among others, (i) changes in demand for the Company’s services and other changes in consumer behavior; (ii) the impact of a continually changing business environment, economic conditions, fuel prices, actions of competitors (including without limitation pricing, product, scheduling, capacity, and network decisions, and consolidation and alliance activities), and other factors beyond the Company’s control, on the Company’s business decisions, plans, strategies, and results; (iii) the impact of governmental actions and governmental regulations related to the Company’s operations, in particular with respect to the grounding of the Company’s 737 MAX 8 fleet; (iv) the Company’s dependence on third parties, in particular with respect to its fleet and technology plans and expectations, and the impact on the Company’s operations and results of operations of any related third party delays or non-performance; (v) the Company’s ability to timely and effectively implement, transition, and maintain the necessary information technology systems and infrastructure to support its operations and initiatives; (vi) the Company’s ability to timely and effectively prioritize its initiatives and related expenditures; (vii) the impact of labor matters on the Company’s business decisions, plans, strategies, and costs; (viii) changes in aircraft fuel prices, the volatility of commodities used by the Company for hedging jet fuel, and any changes to the Company’s fuel hedging strategies and positions; and (ix) other factors, as described in the Company’s filings with the Securities and Exchange Commission, including the detailed factors discussed under the heading “Risk Factors” in the Company’s Annual Report on Form 10-K for the fiscal year ended Dec. 31, 2018.

  • Welcome to Hawaii
    The Southwest Heart has landed in Hawaii. Our service to Hawaii will allow us to serve an even more diverse set of Customers and communities.
  • Honoring Herb
    Southwest Airlines said goodbye to our Founder, Herb Kelleher at the beginning of 2019. We will strive to honor his legacy and keep the Southwest Spirit strong.
  • Watch our MAX family grow!
    We expect to welcome the Boeing 737 MAX 7 aircraft into our fleet this year—with a greater range, we can’t wait to see where 737 MAX 7 will take us!
  • Station Innovation
    We’re constantly testing and trying new procedures to find efficient and Customer-friendly processes. Check out what’s next!

People Data Table

Five Year Summary
Employees
 20182017201620152014
Active, full-time equivalent Employees at yearend1313) Active, full-time equivalent Employees as of Dec. 31 for specific calendar year.58,80356,11053,53649,58346,278
Employees By Gender
 20182017201620152014
Active, full-time equivalent Employees at yearend1313) Active, full-time equivalent Employees as of Dec. 31 for specific calendar year., by gender57 % Male
43 % Female
58 % Male
42 % Female
57 % Male
43 % Female
NRNR
New Hires during the reporting period, by age and gender: under 30 years old1,450 Male
1,038 Female
1,223 Male
940 Female
NRNRNR
New Hires during the reporting period, by age and gender: 30-50 years old1,871 Male
1,092 Female
1,831 Male
996 Female
NRNRNR
New Hires during the reporting period, by age and gender: over 50 years old444 Male
439 Female
405 Male
448 Female
NRNRNR
Employees By Division2828) Flight includes Cabin Service Support, Inflight, and Flight Operations. Ground, Customer, and Fleet Services includes Provisioning, Customer Services, Ground Operations, and Operations Coordination Center.
 20182017201620152014
Flight24,924

42 %
23,561

42 %
22,133

41 %
21,108

42 %
20,013

43 %
Maintenance3,021

5 %
2,960

5 %
2,951

6 %
2,795

6 %
2,632

6 %
Ground, Customer, and Fleet Services20,800

36 %
20,175

36 %
19,497

36 %
17,315

35 %
15,739

34 %
Administrative (Technology, Management, Finance, Marketing, Clerical Personnel)10,058

17 %
9,414

17 %
8,955

17 %
8,365

17 %
7,894

17 %
Benefits
 20182017201620152014
Active and inactive Employees who participate in benefits programMore than 62,800More than 59,800More than 56,300More than 52,000More than 49,000
Employee benefit programs excluding 401(k) and ProfitSharing plans and share-based compensation (accrued)3333) Includes Southwest’s contributions to Employee health and welfare plans, workers’ compensation insurance, and employer payroll taxes.More than $1.2 billionMore than $1.1 billionMore than $1 billionMore than $950 millionMore than $880 million
401(k) savings plan participation3434) 401(k) savings plan participation for 2017 has been revised to be consistent with current year and prior years’ participation calculations.91 %91 %92 %92 %93 %
ProfitSharing Plan participationAll eligible EmployeesAll eligible EmployeesAll eligible EmployeesAll eligible EmployeesAll eligible Employees
Company contributions to 401(k) and ProfitSharing plans$1.0 billion$1.0 billion$937 million$945 million$644 million
Training
 20182017201620152014
Pilot hours543,360582,535457,563476,272546,867
Flight Attendant hours442,807354,942443,295241,900474,973
Maintenance hours166,324140,068147,312148,281154,723
Customer Support & Services hours181,670255,106175,447214,745128,845
Ground Operations hours737,256740,285730,088656,365693,687
Safety & Security hours (all Employees)More than 820,000More than 660,000More than 811,000More than 800,000More than 820,000
Customers
 20182017201620152014
External Customer commendationsMore than 96,000More than 107,000More than 105,000More than 89,000More than 75,000
Ratio of external Customer commendations to personnel rudeness complaints8:18:16:14:14:1
American Customer Satisfaction Index (ACSI)8080807878
U.S. Department of Transportation (DOT) Customer Satisfaction rating (consumer complaints per 100,000 enplanements)0.360.470.470.520.50
Percentage of reported flight operations arriving on time79.278.780.879.773.0
Number of mishandled bags reported per 1,000 Passengers2.892.832.983.314.06
Passengers denied boarding per 10,000 Passengers0.150.530.991.081.03
Communities
 20182017201620152014
Donation requests received systemwide17,24317,03215,23714,99515,046
Tickets donated50,06050,58653,29138,93643,188
Total monetary donations$ 4,581,579$ 13,390,938$ 3,280,307$ 3,258,761$ 2,748,305
Total corporate monetary, in-kind, and ticket donations$ 25,235,753$ 37,043,294$ 25,324,794$ 19,571,177$ 20,128,153
Monies raised through official Southwest fundraising efforts$ 950,000$ 500,000$ 675,000$ 675,000$ 640,000
Employee volunteer hoursNearly 190,000More than 180,000Nearly
150,000
More than 145,000More than 144,000
Value of Employee volunteer hours3232) Based on Independent Sector’s estimated value of a volunteer hour. For more information, visit: http://www.independentsector.org/resource/the-value-of-volunteer-time/More than
$4,800,000
More than
$ 4,300,000
More than
$ 3,500,000
Nearly
$ 3,500,000
More than
$ 3,300,000
Social Management Approach
 20182017201620152014
Employees represented by unionsApproximately 83 %Approximately 83 %Approximately 83 %Approximately 83 %Approximately 83%
Employee human rights training hours More than 44,000More than 39,000More than 51,000More than 22,000More than 54,000
Employees trained on human rights43.9 %40.4 %44.4 %36.1 %46.4 %
Employees and business associates who acknowledged the Code of EthicsMore than 64,000More than 63,000More than 59,000More than 53,500More than 50,800