An Appeal for Civility

One of the truly special traits I cherish about Southwest Airlines is our Culture. Culture is defined in many ways, and influenced by things like history, environment, and even expectations. It can be as simple as it is complex. In a global sense, Merriam-Webster defines culture as “the set of shared attitudes, values, goals, and practices that characterizes an institution or organization.” Using that framework, if I had to sum up Southwest Airlines’ Culture, I’d say we live by the Golden Rule, embrace civility, and deliver heartfelt Hospitality.

That means we treat each other like Family and our Customers like guests in our home. This is especially important because we’re in the Customer Service industry, and every Customer will have multiple encounters with our Employees and fellow Customers that will help define their experience. Some of those encounters we can control; some we cannot. What we focus on is creating a welcoming environment where you can sit back, relax, and enjoy your flight—and maybe even have fun along the way.

I am often reminded of how any single Southwest flight reflects our society at-large. Look around you, and you will find people from all walks of life, including different ethnicities, religions, sexual orientation, ages, and on and on. We’re all on a journey to our destination for different reasons—some joyous occasions, some sad and somber events, some for work, and some for fun. And we share a confined space at 35,000 feet until we land and go our separate ways.

I believe the Southwest Culture sets a wonderful example for our communities. As an airline, our Purpose is to connect People to important moments in their lives. I love the concept of making connections and bringing communities closer together, especially when it can seem as though our society is more fragmented than ever.

My appeal to you today is to imagine and help realize a world where we all live by the Golden Rule, embrace civility, and focus on Hospitality. It’s a world I want my children and grandchildren to grow up in, and I know it would lead to a better life for us all. You have my commitment that Southwest will do our part—one flight at a time!

This article appears in the February 2018 issue of Southwest the Magazine.