California has always been near and dear to our Hearts. We’ve proudly been serving Customers in the Golden State since 1982, and after more than three-and-a-half decades we are more committed to California than ever.
For more than a year, our Employees have been leading a grassroots effort, known to us as ‘California Strong’ to take our Legendary Hospitality in California to the next level. We love to wow Customers with our Fun-LUVing Attitude, and in 2018, our California Stations helped us set a new bar for Customer Service Excellence through designated fun flights, gate games, and celebrations. For example:
Employees handed out Southwest sunglasses to prepare our Customers for a sunny arrival in San Diego, handwrote thank you cards to share with Customers as they boarded, and kicked off their early morning flights with donuts for all. On another flight departing from Sacramento, Employees identified the A-List Preferred Passenger with the most Rapid Rewards® Points and asked Customers in the gate area to guess how many points he had accumulated in his lifetime. Both the winner and the Most Frequent Flyer were awarded Southwest T-shirts.
While Customers waited in the Burbank gate area for a departing flight, Employees facilitated an engaging game of California trivia and handed out specially wrapped cookies and Hollywood clapboard keychains.
Agents in San Diego gave a “Rotten Egg” award to the Customer who was the last to check in for his flight. For his good sportsmanship, our Cohearts rewarded him a few Southwest goodies and allowed him to board after Business Select Customers.
The efforts of California Employees have had a positive effect throughout our system. For example, Heart Carts were an idea that started in our California Stations and now can be found in 23 locations across the system. These carts are loaded with built-in lights, music, and fun items that we give away to our Customers. Whether Customers are arriving at an airport or waiting for their next flight, our Employees and Heart Carts provide engaging entertainment opportunities and help our Customers feel welcomed, cared for, and appreciated.
A Heart for ALL Customers
And while it is true that California is a huge market for Southwest, our innovative approach to serving Customers extends to every Southwest city—whether in the Golden State or elsewhere. We seek to empower all of our People to do what’s right for our Customers and equip them with innovative Hospitality tools to meet the needs of our Customers with creativity and enthusiasm.