Summary
- Southwest Airlines prioritizes employee satisfaction, creating a positive feedback loop for customer service and business success.
- The company offers various employee benefits, including health coverage, financial incentives, and a fun work environment.
- Southwest’s strong culture fosters innovation, adaptability, and a diverse workforce, contributing to its market competitiveness.
Southwest Airlines is renowned not just for its low-cost fares but also for its exceptional company culture. For years, it has been a standout example within and beyond the aviation industry of how a people-centric approach can drive success.
A foundation built on people
Southwest Airlines was founded on the principle that putting employees first leads to happier customers. The philosophy of “Living the Southwest Way” and “Working the Southwest Way” is ingrained in the company’s DNA, per Panmore. Southwest believes that if employees are treated well, they will, in turn, treat customers well, creating a positive feedback loop that benefits everyone involved.
Photo: Southwest Airlines
Speaking to Forbes about the culture at Southwest, Executive Vice President & Chief Financial Officer Tammy Rommo said:
“Our people and our culture are by far two of our key strengths at Southwest Airlines. We have a very caring culture. It’s the culture this company was founded on with 195 employees in our first year, and one that we work extremely hard today to protect even at 58,000-plus strong.”
The airline operates on a set of core values that emphasize a fun and friendly work environment, respect, and dedication to excellence. These values are not just words on a wall; they are exemplified by employees at all levels. The airline’s commitment to these values fosters a strong sense of belonging and loyalty among its workforce.
According to Southwest, in 2022, the airline was recognized in:
- Best Employer on Forbes’ List
- Best Employer for Women on Forbes’ List
- Glassdoor’s Best Places to Work List
Employee perks
Southwest Airlines offers a range of employee benefits that include comprehensive health coverage, including medical, prescription, dental, and vision plans, along with an Employee Assistance Program (EAP) for mental health care.
Photo: Southwest Airlines
The company also provides life insurance and accidental death and dismemberment insurance, with options for additional life and other voluntary benefits. Short-term disability benefits are available for non-contract employees and those covered by specific collective bargaining agreements (CBAs), while pilots receive loss of license disability coverage. Conventional long-term disability benefits are provided for all other employees.

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Financial benefits at Southwest include a robust retirement plan through a 401(k) with company matching contributions, an Employee Stock Purchase Plan, and a profit sharing plan. Additionally, employees enjoy paid time off for vacations, personal time, sick time, disability, and holidays, as well as parental leave for non-contract employees.
Work hard, play hard
Southwest Airlines is known for its fun and engaging work environment. The company hosts various celebrations and events throughout the year, fostering a sense of community and camaraderie among employees. Whether it’s a holiday celebration, fun parties (like Chili Cook-offs and Spirit Parties), or weekly CEO shout-outs, these events help to create a lively and enjoyable workplace, as described in Fearless Culture.
Photo: Southwest Airlines
Southwest also supports its employees through both challenging and joyous times. The airline openly acknowledges significant life events such as deaths, births, and other milestones for its staff and their families.
Bringing your “whole selves” to work
Southwest encourages employees to bring their true selves to work. This means embracing individuality and allowing employees to express their unique personalities, such as the freedom to inject humor into customer interactions. Southwest creates an environment where employees can be themselves – after all, this was what the co-founder and former CEO of Southwest, Herb Kelleher, strongly encouraged.
Open communication is a hallmark of Southwest’s culture. The airline encourages transparency and honesty, allowing employees to voice their opinions and concerns without fear of retribution. According to Southwest Airlines, approximately 83% of the airline’s workforce is represented by labor unions. This approach helps to build trust and ensures that everyone feels heard and valued.
Additionally, Southwest is renowned for recognizing, respecting, and valuing differences. By fostering a culture that embraces and leverages diversity, Southwest creates competitive yet equitable advantages that contribute to the company’s overall success. The airline is dedicated to cultivating a workforce and leadership team that reflects the diversity of the communities it serves.
The impact of Southwest’s culture on its business
Southwest’s employee-first approach has a direct impact on customer satisfaction. Happy and engaged employees are more likely to provide exceptional service, leading to high levels of customer loyalty. This, in turn, drives the airline’s financial success and market competitiveness.
Photo: Vincenzo Pace | Simple Flying
The strong culture at Southwest also contributes to operational efficiency. When employees feel valued and motivated, they are more likely to perform at their best, resulting in smoother operations and better overall performance. This efficiency helps Southwest maintain its position as a leading low-cost carrier.

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Southwest’s culture fosters innovation and adaptability. Employees are encouraged to think creatively and propose new ideas, leading to continuous improvements in processes and services. This innovative spirit helps the airline stay ahead of the competition and adapt to changing market conditions.
Soaring to success at Southwest
Southwest Airlines’ company culture is a testament to the power of putting employees first. By prioritizing employee satisfaction, fostering open communication, investing in training and development, and creating a fun and inclusive work environment, Southwest has built a loyal and motivated workforce.
Photo: Southwest Airlines
As a result, this has translated into exceptional customer service, operational efficiency, and business success. As the aviation industry continues to evolve, Southwest’s commitment to its employees will undoubtedly remain a key driver of its enduring success.