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Southwest Airlines Clips

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Page 1: Southwest Airlines Clips
Page 2: Southwest Airlines Clips

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Owner
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Owner
Sticky Note
Articles by Michael Smith are highlighted with green rectangles.
Page 3: Southwest Airlines Clips

onb&hrdffiSEE4RD\r\ -rqffiilThe WayThings Work

v This Month: The Goffee Conundrum

Did you see the March 13'2AO2, Waff Strcet Journal article taking

Southwest Airlines to task over the taste of our coffee? Even Herb,

pressed for his opinion, dubbed our grounds "sawdust."

In an age when one can't throw a coffee cup without hitt ing another storefront

caffeine bistro, it was time for Southwest to wake up. Nonetheless, we couldn'tjust stop by a corner caf6 and order a gazil l ion fi l ter packs delivered weekly to

20 Provis ioning Stat ions.Enter the Procurement Team, which revamped our snack selections last year

and never stops searching for better products at lower prices. This time around,

the delegat ion of In f l ight , Provis ioning, and Purchasing Employees was to f ind

a more popular coffee at the same or better price.

Af ter evaluat ing 15 d i f ferent suppl iers (sampl ing, in Team Member Robin

Schanbarger's words, "about 40 cups of coffee" in a sitt ing), the Procurement

Team settled on our new provider: Mother Parker's, Canada's largest coffee com-

pany, whose Ft. Worth facil i ty is the newest and most technologically advanced

roaster in North America.But why didn't we go with one of the many coffee companies we and our

Customers pass every day in the airport? Although Starbucks, Seattle's Best, and

others have prospered overthe past decade serving stout, dark-roasted blends

nationwide, the fact is that moSt Amerigans prefer a l ighter taste. (Furthermore,

the trend-setting retailer in this field has an exclusive marketing agreement with

another airl ine, and wouldn't even return our phone calls!)

You may have never heard of Mother Parker's because it's a roaster, not a

retailer. Mother Parker's customers include Dunkin' Donuts, Brinker International(owner ol Chil i 's, Macaroni Grll l , Applebee's, and others), and numerous gro-

cery-store chains who put their own label on a Mother Parker's blend tweaked

to fit regional tastes. This particular supplier accommodated the ProcurementTeam's need for blind tastetests, and offered upwards of 100 different blendsfor us to choose from-plus the option of custom-blending a unique taste, if wepreferred.

Af ter n ine months of s tudy, sampl ing, and negot iat ion, the ProcurementTeam settled on a Mother Parker's blend that is:. a mix of South American arabica beans. medium roasted, darker than the common, canned coffees sold in grocery

stores. packed 1/a oZ. tnotg per filter, for a fuller taste. sealed in a new foil wrapper (l ike our peanuts) that bars moisture and keeps

the grounds f resher.priced $250,000/year lower than our current blend

That last point looms even larger when you consider that onboard java

is a pure perk-we can't recoup the cost as we do with alcoholic beverages.Mother Parker's also sweetened our new contract with a locked-in price, shieldingSouthwest from weather- and demand-driven cost increases. (We also declinedone well-known company's competit ive offer because it included labeled cupsand other branding that would have detracted lrom our Customers' onboardexper ience.)

The coffee we selected wil l be onboard by February 2003. Sometime betweennow and then our specia l b lend wi l l get i ts own name, to be announced inOnboard.

Will that be the end of caf6 de pulpwood? Our Customers wil l judge that lorus. In any event, even if few notice the improvement, a quarter-mill ion dollarsadded to Southwest 's bot toml ine is something a l l o f us can savor .

Page 4: Southwest Airlines Clips

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Compaq_Owner
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Page 5: Southwest Airlines Clips

onb@rd

Manual Anatomy(continued from page 3)

pages in your binder that are not listed in the LEP must be taken out. Dispose of any

security-related pages by shredding or turning in at your base for proper disposal.

lf you have any "keepsake" pages not security-related, keep them anywhere but

in the Flight Attendant Manual.

Following these pages, there are 15 tabs and chapters:

I ntroduction & Administration

FARs

Boeing 737

Leased Aircraft

Emergency Equipment & Procedures

The last page in this chapter must be a periwinkle (light purple) fold-out sheet

called ,'Planned Emergency checklist." No other color belongs in this section.

Security & Hazmat

First Aid

Here's another color foldout called "MedLlnk Radio Patch Checklist." lt's

goldenrod (dark yellow). Make sure that's the only colored page in the First

Aid chapter.

CPR-Rescue Breathing-Helmlich Maneuver

Your Flight Beginning to End

lnf light Seruice Procedures

Customer Care

Appearance Standards

Work & Conduct Rules

Schedulinglndex

Starling with Revision 66, we indexed the Flight Attendant Manual for the

first time. we are now up to Revision 69 with the lndex. And, thanks to feedback

from Flight Attendants and Supervisors, our lndex keeps getting more precise

and useful with every revision. Send your suggestions/concerns to inflight_

[email protected] to help us make the lndex work for you.

A while back, we issued a tabless divider to function as the very last sheet in

your manual. This is not required for an FM inspection; it iust helps to keep the

rearmost pages from getting grubby.

That's alll Again, anything other than what's listed here (and, in excruciat-

ing detail, in the salmon-colored LEP) does not belong in the Fllght Attendant

Manual.

lf you have questions, please contact your Supervisor. Any unresolved ques-

tions can be directed to inf [email protected].

SWA

Flight Attendants of theMonth for August 2OO3

BWI Katherine RilleyDAL John PancerzewskiHOU Tonia JohnsonMCO Crystal PaceMDW Debra PulidoOAK Michelle BakerPHX Gloria James

Marketing UpdatesSouthwest Airlines Group Booking Proce'dures GhangeEtfective July 1, Group Customers may reserve

space on Southwest's published scheduled service

only, which generally opens for reservations four

to six months prior to travel. This change will allow

Southwest to continue providing safe, convenient,

and affordable air travel to our Group Customers.

All Group bookings made prior to July 1 will be

honored.

Southwest Hits Radio WavesThe Advertising Team has been working hard

behind the scenes to educate our Customersabout Southwest. Here's the latest on some of

our newest ads:You've probably seen TV outdoor boards, and

posters pushing our nonstop service. We entered

the world of radio earlier this summer with a spot

titled "Soap Opera," featuring two men trying to

watch a soap opera's turning point without suc-

cess. ln typical Southwest humor, the commercial

reminds Customers that stops are not always a

good thing, especially when traveling. So when

you're driving, keep an ear out for this entertaining

commercial.

southwest.com Gets a BoostWe're excited to introduce a new product thatwill make life for travelers a whole lot easier. With

Southwest Shortcut, Customers can view numer-

ous dates at a glance (a whole monthl) for our

lowest fare available without wasting time search-

ing other web sites. We launched Southwest Short-

cut in early August with a nationwide multimedia ad

campaign including print, radio, posters, and TV.

All advertising focuses on saving our Customers

time while searching for a fare online.

Multicultural Ads Add Flairln July, we launched a new Hispanic TV and radio

campaign to create awareness of Southwest's ded-

icated Spanish reservation line (800-VAMONOS).

By playing off the meaning o{ "v6monos" (let's go)

and instilling the idea of Southwest as the real thing,

we have created spots that are exciting, FUN, and

culturally relevant to the Hispanic community and

Southwest Culture.We have also created a newTV spot in support

of our continuing partnership with radio personality

Tom Joyner and the African American community."Happy Listeners" reminds everyone who drives to

work with Tom Joyner that they're not getting out of

their car without a belly full of laughs. Watch for this

spot on the BET network and Southwest-sponsored

sports events through the remainder of the year.

Honors

Compaq_Owner
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Page 6: Southwest Airlines Clips

onbgbrd

@rhe waffiHl,g:""HgkRevision 66 was a big one. But, would you believe' the stack ofdocuments supporting it was more than eight times as thick?

Rwisirg the FlQht AttendantManual (FAM) is much morethan rearranging words andprinting new pages. In fact, thebulk of revising is in the discus-sion and study that take place

beforehand. Then there is fol-lowup to ensurethat our manualagrees with what everyone elseat Southwest is doing.

All this is important because once a manual revision is issued, it can't be ignored

or retracted. Here's a look at the manual revision process from start to finish.

We start with input: What needs to be changed, deleted, or amended? This can come

from many directions, including Inflight, Provisioning, Flight Operations, Maintenance,

Ground Operations, Boeing, FAA, TSA, and DOT.Before the three-member lnflight Publications staff changes a single word in the

manual in response to this input, we collect all the information we can. This requires

meetings, phone calls, and e-mails-which add up to a lot of staff time. In fact, this

is the single most time-consuming part of the revision process.

Once we finalize the changes, we rewrite the affected pages, add illustrations,photographs, and cross-references as needed, then examine everything carefully to

make sure the manual's information flow remains intact. Then we re-create the Tables

of Contents (affected chapter), List of Effective Pages, and Index.When all the pages are ready, about'10 staff members proof the revision, each one

looking for a specific type of problem. Some check each page number with the Table

of Contents, Index, and List of Effective Pages; others ensure accuracy of spelling,

content, or grammar.At this point, we also take a moment to give advance notice of the revision to

other Southwest Departments whose Employees may be affected, such as Flight Ops,

Ground Ops, and Provisioning. That gives them time to change their own manuals

or procedures, if necessary.Oncethe revision is proofed, cor-

rected, and complete, we upload itinstantly to our printing company'sweb site. The printer then gener-

ates four copies of a proof, or actualsample, of the revision. Several ofus "test insert" these copies intoour own manuals to make sure theinstructions upfront and List of Effec-tive Pages are accurate. lf an erroris discovered, it is corrected-thenproofed again!

Final ly , a f ter everyone hassigned off, the printer's presses

roll. Or, more accurately, the green

Manual Quick Gheck

With Revision 66, your Flight Attendant Manual shouldcontain the following in the order listed:

Regiffiirn Pagp 9l23lo2 n

Revbion Rsd Signed through nRevision 66

BulletinRffidshed 9l23l12 X

f.igof Efrcli\,€ Pag€s gl2gl}2 !

15 bbbed ct|apbrs Contents verifi€d T-'l(ndexsfpullbehstl) against LEP u

Are you up-to-date?(continued on page l2l

Page 7: Southwest Airlines Clips

onb0brci

MakingaRevisionHapp€h t"o,,nnrod t'om P.eo 4l

lights hum: The FAM is printed on an enor-

mous version of an office copier called a

Docutech, to save on costs. Then each fin-

ished copy is shrink-wrapped, boxed, and

delivered to Southwest Airlines Cargo for

shipping to the most distant Flight Attendant

Bases first.To keep costs under control, we print

one revision for each Flight Attendant on thepayroll and distribute them to Flight Attendant

Bases using current enrollment numbers.

Since New Hires get a complete manual

before they leave Initial Training, everyone's

needs ought to be satisfied, right?

Yes ... but when a Flight Attendant from

one base picks up a revision at another

base, the supply line starts to unravel. One

base's supply falls short, another's goes

into surplus, and Base Coordinators have to

call other Base Coordinators to locate and

acquire spares. This uses up time the Coor-

dinators could have spent helping individual

Flight Attendants with other business. Since

it 's impossible to guess where demand wil l

be, and printing extras would come right off

our ProfitSharing, the best solution is for

Flight Attendants to pick up their own revi-

sion from their own base.Once the rev is ion becomes of f ic ia l ,

Inflight Training looks for consistency in its

instructor guides, training videos, workbooks,

candidate (trainee) packets, homestudy,

classroom presentations, flip charts, exams,

Briefing Book, and J.O.E.Finally, before the next Init ial Training

class begins, Publications collates the revi-

sion into the new manuals we supply to Initial

Training candidates. This, in turn, must beproofed to ensure all candidates have a cor-

rect manual on their first day of training.The Publications Department actually

works one revision ahead ol the manual.

For example, even before Revision 66 went

to print, we created a file called "Revision 67."

Into that file will go every e-mail, phone-call

log, and suggestion sent to us from all over

the Company and from our federal over-

seers.Then, when it is t ime to decide on the

scope of Revision 67, we will open the file

for discussion.Oops, that f i le is already open. Stand

by- lnf l ight Publ icat ions is get t ing busy

again!

Page 8: Southwest Airlines Clips

onb@rd

Weather Quick Facts I Terminolory Child Restraint Devices

Flight Attendants should have a working knowledge of obseruable weather patterns and

f terminologyforseveral reasons:tofacilitateCrewcommunication,toanswerquestionsfrom

Customers, and to determine if changes in weather conditions will affect cabin safety.

Weather proloundly affects ourworking environment. A reviewof jetaircraftaccidents

consistently shows that each year a commercial jet aircraft is extensively damaged due

to the effects of turbulence. lt is the leading cause of injury in non-fatal accidents to flight

attendants and occurs mostfrequently duringthe cruise phase of flight (when flight atten-

dants are usually up and working).

Jet stream: a narrow shallow, meandering river of strong winds which usually extends

around the temperate zone of the earth. lt follows a wavelike pattern as a part of the

general wind f low and is located in regions where there are large horizontal differences in

temperature between warm and cold air maSSeS. A jet stream exists whenever winds of

50 knots or stronger are concentrated in a band at least 300 nautical miles long.

Gusts: irregular, random, sudden, and brief turbulent air movements. The degree of

turbulence experienced is related to the number of such abrupt changes in the air.

Light chop: turbulence that causes slight, rapid, and somewhat rhythmic bumpiness

without appreciable changes in altitude/attitude.

Moderate chop: rapid bumps or jolts without changes in aircraft altitude or attitude.

Ceiling: the height above the surface of the lowest layer of clouds or obscuring phenom-

ena. lt is reported as broken or overcast. The ceiling is unlimited if the sky is cloudless.

Msibility: the greatest horizontaldistanceatwhich prominentobjects can be distinguished

with the naked eye. Like cloud cover, it's given in the hourly weather repofts that pilots

recerve.

Cumulus clouds: (as in accumulation) cloudsformed byvertical currents carrying moist

air upward. They appear lumpy and billowy.

Stratus clouds: (meaning spread out) clouds that look like fog and lay in sheets.

.lf a cloud produces precipitation, the word "nimbus" (meaning rain) is added.

"Nimbo-stratus" is an example..lf clouds are ragged, the word "fracto" (meaning broken) is added' For exam-

ple, "alto-fracto-stratus" designates broken clouds at intermediate heights, usually

appearing between 5,000 and 20,000 feet. Cirro (meaning curly) describes

clouds formed in the upper levels of the troposphere (between 20,000 and

50,000 fee!. They are composed of ice crystals and generally have a delicate,

curly appearance.

Mountain waves: the air current, after crossing a mountain, descends sharply and then

rises to a crest a few miles downwind. The air may continue to sink and ascend in wave

motion with as many as ten waves existing. lt can exist without clouds, is normally less

intenseover isolated peaks, and is importantto keep in mindwhenflyingtotheWestCoast,

Denver, or even the mountainous regions of North Carolina, Virginia, and Tennessee.

Convection currents: plowed ground, sand, rocks, and barren ground tend to absorb

and retain heat, and this uneven heating of the air causes small, local currents. lt is par-

ticularly noticeable over land adjacentto water. During the day, the air over land becomes

heated and mixes with the cooler air that exists over the water. This causes the bumpiness

experienced in flight at low altitudes in warmer weather. This condition also occurs in the

desert When the sun sets, the cooler night air mixes with the heated day air and causes

bumpiness in flight. Keep in mind when flying to l-AS and PBl.

Orographic thunderstorms: develop when the wind forces moist, unstable air up moun-

tain slopes. Common in high mountains such as the Rockies, they frequently occur in the

afternoon and early evening and can be violent.

Nocturnalthunderstorms: a peculiartype of air-massthunderstorm found in the Midwest.

Among the most severe in the country they occur at night or early morning in the Central

Plains area during late spring and summer.

Lightning: probably the least understood phenomenon encountered by aircrews. lt is

estimated that some 1 ,800 thunderstorms are in progress over the earth's surface at any

given moment and that lightning strikes the earth 100 times per second.

The reasoning behind the backlessbooster ban for all phases of flight

The CivilAerospace Medical lnstitute (CAMI)

has extensively studied various types of childrestraint devices to determine their protection

to the child in emergency situations. Accord-ing to the CAMI study, backless booster seats

would not hold a child in place securely in an

aircraft crash and may actually cause harm

to the child in an impact situation. Seatback

breakover - the aircraft seat design which

allows the back of the seat to rotate forward

- could cause a child sitting in a backless

booster seat to be crushed from the second

impact of an adult seated directly behind him.

These seats also present a threat of abdominal

injury, since they cause seatbelts to sit higher

on the child's lap than intended. Additionally,the study found that backless booster seats

did not prevent head iniuries.

Inflight Automation

Inf light Automation and SWA Teehnol.ogy are pleased to bring you NetMailWebAccess, an enhanced version ofe-mail on Crew Portal.

This easy-to-use, web-based messagingsystem offers a wide range of powerful com-munication capabilities, including sendingand receiving mail messages, appointments,tasks, notes, and attached files. Additionally,you can keep track of your schedule with the

calendar, search for times when participantswill be available for a meeting, and manage

folders.You should have received a help file regard-

ing these new enhancements at your Crew

Portal e-mail address. lf you did not, please

e-mail [email protected] and

we will get one to you.

Compaq_Owner
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Page 9: Southwest Airlines Clips

a monthty publication for the People of Southwest lnflight December 2003

Exit Seating: Revision 71

Enhancementson every flight you work, you have the opportunity to significantlyincreasi survival rates during aircraft evacuations' Your commit'ment to following routine safety preeautions eould make the dif'ference in an emergency.

Since the late 1980s, the Civil Aeromedical lnstitute (CAMI) and the NTSB have recom-

mended that those who have direct access to emergency exits be physically able and

personally willing to assist with an evacuation. The FAA crafted these recommendations into

FAR 121 .5g5-Exit seating. The FAR requires the carrier to establish specific procedures

to ensure that each occupant of an exit seat meets certain criteria and is physically able

to perform the functions necessary to conduct an evacuation from that exit.

At Southwest Airlines, the responsibility for ensuring exit-seat occupancy compliance

lies with the Flight Attendants. Revision 71 of the Flight Attendant Manual includes an

expanded reference section on our exit-seat program and it assigns specific steps to

the cabin Crew that must be accomplished before the boarding door is closed' Please

review the details of each step and understand your responsibilities. Three important

(continued on Page 3)

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Theexit-seatbriefingis animpor'tant stepin ensuringcompliance.

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Compaq_Owner
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Page 10: Southwest Airlines Clips

onb@rd

Exit Seating: Revision 71

Enhancements(continued from Pagel)

steps are worthy of more discussion: the opening PA, the monitoring and briefing

ofOWWEoccupantsduringboarding,andthepre-arrivalverificationofOWWE occupants.

The Opening PAYour reputation for flawless and often funny announgements is unmatched in the

industry. lf you choose to add your personal touch to the opening PA (or any PA,

really), please be sure you include all of the information on exit seating-it's the law!,A' should make the opening PA after all customers have boarded, whenever pos-

sible. This PA is one of several required steps toward informing our customers of the

criteria for occupying an exit seat.

The Exit-Seat Briefing,,c,, Flight Attendant, with the help of "B" when necessary, is to remain at the owwE

to ensure exit seat occupants appear to meet the criteria and are able to pe;form the

required functions. once most or all of the exit seats are occupied, "c" will deliver the,,3R" briefing: Remind, Refer, Reseat. Here',s an example of an appropriate briefing:

displaying a safety-information card, or pointing to the location of the

,,Hello. For those of you seated in rows 9 and '10, I wanted to remind you that you're

seated in an emergency exit row. ln an emergency evacuation, we would count on

you to open this exit and assist with the evacuation. lf you would take a moment

to review the safety-information card, you'll find exit-seating requirements and the

instructions for the 737-5OO window exit. lf you have any questions or wish to be

reseated, just let me know, okay? Thanks'"

Pre-arrival VerificationExit-seat requirements are in effect during all phases of flight. when securing the cabin

for arrival, "c" will verify that everyone occupying the owwE remains eligible' Anyone

who moved into those seats after takeoff must be evaluated based on the criteria and

required functions, and briefed just like the others'

when it comes to evacuations, you are the expert. Byfollowing these simple procedures,

you share a piece of your expertise with our customers and give them the tools they

need to help others in the event of an emergency'

_=:=

Compaq_Owner
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Page 11: Southwest Airlines Clips

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Revision 75 is long on paper but not so long on new procedures or policies.

Mo$ changes address the retirement of -200 aircraft and these terminology shifts:

As proceclures go, you're ah'ead,v practicing rnost ol them. Tlter'

appeared in the Briefing Book and br.rlletins 69-70 (expir ecl tviththis levision).

Some notable nervs is tl-re B\/D ph:tse-ottt atrd the likelihooclthat vor-r'w,or-r't see lnan) nlole boarclilg-pass rcceipts. (ilouncl Opsis lorkin{r on technoloqr' to pt'int a m:ruifest insteacl, ancl tve'll kceP

you up-to-date as that gcts closer to realitl'.After evacuating a ditchetl piane, r,e'r'e all'ays instmcted that

the slide can be separ:rtecl liom the fuselagc b1'releasing the giltbar fror-n its brackets. Nlaintenance tel1s us this is ven,uulikelv on

-300, -500, ar-rcl -700 ait'craft becartse the infl:rted slide holds tliegirt taut. So'ne eliminatecl that in the instructions. Ittstead, breakthe mooring lir-re using zr 1,ellou, decoupler (marked rr rr.) or :r knifeblade concealecl under a {lap on the slicle itself. (Note: the razot'-

like bladc is fi';rnted b1,a hook-shapcd piece of plastic and nould be

ver-r'' difficult to use as a \{eapon, even il it coulcl be rernovecl fronrinside the packed slide bustle.) Bottomline: Your slide rtill have

eithel a blade or a decoupler for the moorittg lir-re, anrl both are

eas,Y to locate.L-r First Aicl, lr,hy the IINIIIEEIIK reversal? As tlany o1 1'ott

knou,, rve carried one EIIK fcrr 1'ears. -I hen u'e replaced it l'itli tllrr

larger kits callecl EENIKs. l'or the transition periocl, Southl'est andother airlines used the tern-r Ell\{K to distinguisl.r the nov kit. TheFARs gor,erning ernerfJel]cy meclical kits, holvever, made no such

distinction; thet, just expandecl the contents and kcpt the narnc.

So, nor'r'that Sorithu'est is all up to speedu'ith the Illl\{K, there's no

need for the extra "E."Another FAR term rve'r'e zrdopting is "exit se:rt." The F-ARs

r-epeatecll), re{br to t}re "exit seat," lrot exit rol', rvhich rt'as a conve-

lient l,ay fbr Sotttltu,est to think about exit seats l'hen rve orlll' had

one ro\\' of seats fitting that description. Horvever, no\r \\'c hitve one

"ro\r," on one side and filo "rou's" on the other that inclucle cxit

seats. 'l-his cottlcl confuse clisorssiort. So rve'll.iust u'ol'k tol':rt'rl thc

temr "exit scat(s)" to clcscr-ibe thc eiuht seats Per plane rt'ith speci{ic

critelia a (lustomer must [leet to occrtP\'.

In Seculitv & IIazrnat, l'e aclcietl thel-orcl "r'e:rlistic" to the line

aborrt tor' \\'eapolrs lrot :rllowecl onbo:rrcl. Thc gist ol it is, if a t<lv

doesn't look realistic. it can't be a tht'eat. TSA errlirt'ces this ;rtrrt rve

sl'roulcln't be too cotrcertted abotrt it. \Ve.jtrst clorl't l':ult to nr:rke itl-t

issue ortt of a t()\,that is so urtlealistic llo ()1leu'oulcl urist:rke it for a

\\,eaP()1l.

Rei:etttlr'\\'e got l'eP(n'ts oi soutlitr'cst chal.tct' Custotrle|s' beirlSt

l-rancle<l (ol letliei'ine) theil rneals in the.ietbriclge. \\'hile sottre

other aillines think it's pellecth' acceptzrble to hand out pack:reec1

fbod institutional-stt'le, rve do not. I(eep nre:rl boxes iti thc OHBs

rrrrtil .ctr ite litrtc. 1>leatc..-\ note :rbout sen'ice anim:rls atrd ox1'gen ulasks: l'he rnasks

alc designecl to fit the ltttttr:tt't [irce ancl rt'ill rlot leach floor-level. Ittclari{i ing that ntasks :rt'e nrade {br- people, tlc aren't lriting sen'ice

aninrals otf in the evcrrt of a clccotnpression. lL:rthet-, ottr procecttlres

call for using tlie ntasks as il]tencled lfithout tllll.lecessall' rr>nfusioll.

I.'ollorr,ing a ileconrltressiorr, the I'ikrts l'ill rnake evelY ellort to get

belol' 10.0(X) feet as quicklv as possible. At that poitrt rlost Orts-

tolnels shotrlcl be able to breathe l'ithottt tlre aid of supplcmentaloxvgelr. Sen'ice auimals should, too.

You'r-c ah'ea<ly seen all the couttnurtication abortt the tle'u' :tnd

letil'ed uni[irrur iterns. Thc lte\\'l)e\\'s fol line Iilight Atterlclarlts is,

flat-fi'ont pants c:rnnot bc hemmed tti sltorts length.

-{ll 266 pages oi'Revision 75 should h:rle been itr 1'6r,t' mattrtal

bv Febnrarr' 18, 2005. Please tnake sul'e \:ou'\'e initialetl and clatecl

vour Revisiotr Recorcl, irtrd signetl \'ottr onlv remaittilttl pink page-the nerv Bulletin Recot-d Sheet. \,\Ie lole to hear that itn onboardIi,\A inspection l'ent off l'ithor.rt a hitch!

:,: ,, REG1STfiAI|$!{ PfiGE:: SlPIl*l8,EEi'.2?i?0fi2 . :::

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SlxLfl/llrx{q. firlr;LY,.,rEBfi 8AnYt8'&fii'',"":':

"',*I:hilfjEfr .'t*f;l11g':':e0liTrHTtYE*,'80*GrtlHSl. |,EP; IHfEX!H06LV, 8E LII5I'

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Page 12: Southwest Airlines Clips

onb@rd

Behind:r, the Sceneslnflight Publications Tells All

lnflight Publications-the Team responsiblefor coordinating and delivering communica-tions to the lnflight Department-is a group offour: Manager of Regulatory, Procedures, and

Publications Heidi Giles, Publication Special-ists Michael G. Smith and Melissa Overby, andAdministrative Coordinator Linda Russell.

While each member of the Team has his

or her specialty, we work jointly to ensurelnflight's main publications, includingOnboard, Flight Attendant Manual revisions,

Read Before Fly memos, and the RT Homestudy, are error-free when they reach your

hands.

Melissa Overby took a chance she'd get hired by Southwest in November 2002,

moving to Dallas with all her worldly possessions even before her first interview. Uponjoining the Publications Team, she promptly stepped into her role in ramping-up Onboard

newsletter into a monthly publication, while sharing various writing and proofing respon-

sibilities with other Team members."My goal is to make each Onboard better than the last," Melissa said of her part in

collecting, editing, and creating articles and photos for the newsletter. She coordinates

the newsletter's layout with Employee Communications and ensures that its message

is consistent with that desired by lnflight and other Departments that communicate

through Onboard.Linda, our Administrative Coordinator, has done it all. During Southwest's first 25

years, she was busy progressing from a full-time mom and part-time custom wedding

designer to owning a Mexican restaurant and a cookie and praline shop. "l thought I

had retired when I came to Southwest as a temp at the beginning of our magical Silver

Anniversary Year. Before long, I was hooked by the SPIRIT and FUN," Linda says. Little

did she know that her varied background was preparing her to handle all the publications

challenges that come her way. ln addition to proofreading, her Onboard responsibilities

include coordinatlng the ordering, shipping, and distribution of each issue.

Michael G., as he's affectionately called by his Coworkers, is the man behind the

manual. His passion for words, focused intensity, and thorough research abilities

ensure the information you find in your manual is comprehensive and concise. A quote

from novelist Peter DeVries sums up his writing philosophy: "When I see a paragraph

shrinking under my eyes like a strip of bacon, I know l'm on the right track." His writing

skills show up in Onboard, too, as he regularly contributes articles, especially thosepertaining to the manual. Additionally, he proofreads each issue at least twice in its

various stages."l've never been bored a day in my life," Heidi has been heard to say. lt only

takes a brief conversation with her to see that her desire to continually learn makes

this well-rounded Maryland native such an asset to the Company. Before joining

Southwest in January 2002, Heidi worked for another airline for 16 years. Her varied

experiences-including service as a ticket agent, an initial and RT training instructor,

curriculum developer, pilot ground school instructor, writer, producer, and editor- have

given her extensive knowledge of the industry. As lnflight's Manager of Regulatory,

Procedures, and Publications, part of Heidi's job is to oversee all operations regard-

ing printed material. As the Managing Editor of Onboard, she ensures each issue is

focused and on target. Her regulatory knowledge appears each month in FAActs, and

she frequently writes additional articles for the publication as well.

Now that you know who we are, let us know if we can help!

RestraintsWe are tracking the use of wrist restraints to

keep our supply under control. To avoid a

situation in which you need them but don'thave them onboard, verify their presence

in an orange pouch inside the red cabin

clean-up bag during preflight checks.The 'A' Flight Attendant must report any

missing equipment to the Captain imme-

diately.

Use of restraints is a mandatory repod-

ing event.

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