S O U T H W E S T A I R L I N E S

I T ‘ S N O T J U S T A C A R E E R --- I T ‘ S A C A U S E

SOUTHWEST AIRLINES IS AN AMERICAN LOW-COST AIRLINE AND THE WORLD’S LARGEST LOW-COST

CARRIER

THEY ARE THE LARGEST AIRLINE IN THE WORLD BY NUMBER OF PASSENGERS

CARRIED PER YEAR . AS OF DECEMBER 31, 2009, SOUTHWEST OPERATES MORE THAN

3,200 FLIGHTS DAILY.

SOUTHWEST AIRLINES HAS CARRIED MORE

PASSENGERS THAN ANY OTHER U.S. AIRLINE SINCE

AUGUST 2006 FOR COMBINED DOMESTIC

AND INTERNATIONAL PASSENGERS

ONE OF THE KEY COMPONENTS TO THE SUCCESS OF SOUTHWEST

AIRLINES IS IT’S UNIQUE APPROACH TO THE PHILOSOPHY OF IT’S

EMPLOYEES

Co-Founder Herb Kelleher and CEO Gary Kelley basic philosophies:

C O – F O U N D E R H E R B K E L L E H E R AND C E O G A R Y K E L L E Y B A S I C P H I L O S O P H I E S :

• SUCCESS IS BASED ON SHARED GOALS • SHARE KNOWLEDGE • MUTUAL RESPECT • DEVELOP ORGANIZATIONAL PRACTICES THAT

STRENGTHEN RELATIONSHIPS

• PERSONAL ACTION SHOWS EMPLOYEES THE IMPORTANCE OF RELATIONSHIPS

• OPEN DOOR POLICY• LISTEN TO EVERYBODY

T H E S O U T H W E S T W A Y

EXPECTATIONS FOR ALL EMPLOYEES

L I V E T H E S O U T H W E S T W A Y

WARRIOR SPIRITWork Hard

Desire to be the bestBe courageousDisplay a sense

of urgencyPersevereInnovate

SERVANT’S HEARTFollow The Golden Rule

Treat others with respectPut others first

Demonstrate proactiveCustomer Service

Embrace the SWA Family

FUN-LUVING ATTITUDEHave FUN

Don’t take yourself too seriouslyMaintain perspective (balance)

Celebrate successesEnjoy your work

Be a passionate Teamplayer

MEET OPERATIONAL OBJECTIVESKNOW AND FOLLOW ALL SAFETY AND SECURITYPOLICIES AND PROCEDURES

FOCUS ON HIGH CUSTOMER SERVICE DELIVERYSTRIVE FOR CONTINUOUS IMPROVEMENTDEMONSTRATE INTEGRITY IN ALL ACTIONS

FOCUS ON LOW COSTCOMPLETE DAILY JOB DUTIES AT LOWEST COST POSSIBLECOMPLETE PROJECTS ONTIME AND ON BUDGET

WORK THE SOUTHWEST WAYFOCUS ON SAFETY

A D D I T I O N A L E X P E C T A T I O N S F O R L E A D E R S

DEVELOP PEOPLEKNOW YOUR PEOPLESET CLEAR EXPECTATIONSDELEGATE RESPONSIBILITY; HOLD PEOPLE ACCOUNTABLEENCOURAGE STRENGTHS; ADDRESS WEAKNESSESPROVIDE TIMELY, CANDID FEEDBACKBUILD A BENCH

BUILD GREAT TEAMSIDENTIFY THE RIGHT PEOPLE FOR THE RIGHT JOBBUILD AND MAINTAIN TRUST AMONG TEAMMEMBERSENCOURAGE VIGOROUS DEBATE AND DIALOGUEGAIN COMMITMENT TO SHARED GOALSSEEK DIVERSITYALWAYS BE ON THE LOOKOUT FOR GREAT PEOPLE

A D D I T I O N A L E X P E C T A T I O N S F O R L E A D E R S

THINK STRATEGICALLYSEE BEYOND TODAY’S ACTIVITIES

ACT LIKE AN OWNER

EMBRACE PROBLEM SOLVING

TRANSLATE BROAD OBJECTIVES INTOSPECIFIC ACTION PLANS

C O M M U N I C A T E E F F E C T I V E L Y

B E A N A C T I V E L I S T E N E R

P R E S E N T W I T H I M P A C T

K N O W Y O U R A U D I E N C E

C O M M U N I C A T E O P E N L Y A N D O F T E N

P A R T I C U L A R L Y D U R I N G U N C E R T A I N T I M E S

A D D I T I O N A L

E X P E C T A T I O N S

F O R S E N I O R S O U T H W E S T L E A D E R S

ADDITIONAL EXPECTATIONS OF SENIOR SOUTHWEST LEADERS

DEMONSTRATE CAPACITY

P R O A C T I V E L Y M A N A G E Y O U R T I M E

B E D E C I S I V E

D E L E G A T E D E L I B E R A T E L Y

F O C U S O N P R I O R I T I Z A T I ON

ADDITIONAL EXPECTATIONS OF SENIOR SOUTHWEST LEADERS

BE A CHANGE LEADERCAST A COMPELLING VISION

BUILD A GUIDING TEAMCOMMUNICATE FOR BUY-IN

MAKE IT STICK

B E K N O W L E D G E A B L EBE SELF-AWARE

KNOW OUR BUSINESS ANDOUR INDUSTRYLEARN ON THE FLYDRIVE FOR SELF IMPROVEMENT