Customer Care Representative (Former Employee) – Oklahoma City, OK – October 16, 2013
Southwest Airlines is famous for their mantra: work hard...play harder. The atmosphere is often festive (seasonal decorations, costume parties, drawings for prizes). They believe in working hard to get the job done. Inbound calls whereby customers are needing assistance with reservations, billing, baggage and airport issues. Several applications available to make sure we have the answer to the customer's questions/needs.
The hardest part of the job is time off flexibility... If you want time off, it's best to pay someone to take your shift, versus taking your vacation or pto... There are penalties for not coming to work. However, if you are one of the more industrious (or just need more money), you can offer to take a shift that someone will trade for cash, vouchers, or others options...it is a bartering society. It's cheap to travel, when seats are available. Benefits for family members makes it possible to visit the many Southwest cities.
I learned that Southwest does take care of their people - I would work for them again. Management is available and willing to listen. Southwest is a union run business and thus, you have some protection against disputes that may arise. Co-workers became family and were a big part of my social life.
The most enjoyable part of the job was meeting people on the phone, and on flights that really appreciated the Southwest Spirit; it made me proud to be part of the Southwest family
Customer Service Agent (Former Employee) – Denver, CO – April 21, 2018
Southwest as a whole is a wonderful company to work for.
However, the local management and culture were awful. Employees are unionized, and for a good reason! The probationary period is nothing short of grueling, and is quite long when compared to other organizations. There are no considerations for overtime or illness. The feeling is almost that they want you to fail. However, if you can survive the probationary period, you are treated incredibly well. I'm not convinced the terrible probationary period is worth it though.
One vacation day and one paid time off day per month, excluding November and December. Free standby travel for you, your immediate family, and your parents. The health insurance and 401(k) plans are terrific.
Not paid for overtime unless you are mandatorily assigned it, Doctor-verified illnesses are not permitted, Southwest would rather you come to work extremely ill, than for you to take the time to get better.
Direct Leaders take no interest in your advancement and have no action plan for you to advance. There is no direction. You are just expected to come in and do the work without any acknowledgement or recognition.