A behind-the-scenes look at Southwest's Dallas headquarters
Imagine walking into work on your first day only to receive a red-carpet welcome from your new colleagues who are all lined up in droves cheering you on.
While that may sound intimidating or perhaps out of place for an airline, of all companies, this red-carpet welcome is a regular affair at Southwest's headquarters in Dallas. Each new class of employees is greeted in this same tradition, and it's become a rite of passage for all new hires.
Personally, I had no idea about this practice until I found myself in the middle of one on a recent morning. I was in Dallas during the last week of November for Southwest's media days, which are a series of meetings with executives and airline leaders to discuss the state of the airline.
While I've also shared a recap of what we learned, perhaps the most exciting part, especially for this aviation enthusiast, was getting a behind-the-scenes look inside Southwest's headquarters.
Now, you can, too.
An AvGeek's dream
From the moment you step inside, you'll quickly realize you've entered an airline's headquarters — there's a massive Boeing 737 hanging from the ceiling of the main entrance.
The plane sports Southwest's updated livery and greets you as you find your way through the building.
Turning left brings you to the Southwest store, which is stocked with branded apparel, bags, mugs and plenty of other swag. (New joiners will want to look out for a 20% coupon that's included in the employee welcome package.)
Once you clear building security, you're free to move about. Lining the halls are inspirational messages, a treasure trove of Southwest collectibles, engine cowlings and even some spare airplane seats.
In fact, the Boeing 737 engine that's built into the wall reminded me of a similar design I recently saw at United's headquarters in Chicago.
Throughout the building, you'll find nods to Southwest's past, including pictures of founder Herb Kelleher and chairman Gary Kelly, detailed timelines of the airline's 51-year history and old marketing materials.
The airline even has a dedicated culture and archive center located on campus that has an exact replica of Kelleher's office, as well as a speaker that lets you listen to three different versions of Kelleher's laugh.
You'll find a pair of the original "hot pants" worn by Southwest flight attendants (or "hostesses," as they were referred to back when the airline started flying in 1971), too.
No matter where you turn, you're bound to discover an interesting nugget about Southwest.
An airport on the ground
When airport agents begin their careers with Southwest, they descend on the airline's Dallas headquarters for a training course. During that time, the up-and-coming agents spend time in the classroom learning about the airline's culture and familiarizing themselves with their new responsibilities.
Before they graduate, they need to put their learning into practice. While they could theoretically head to nearby Dallas Love Field (DAL), which is located just a stone's throw away, Southwest has a mock-up of a check-in lobby on-site.
Here, check-in agents learn more about how to operate the kiosks, weigh checked bags and use the airline's reservations systems.
Gate agents are also trained on campus, and there's an exact replica of a gate area on the second floor of the training building. If you close your eyes, you might imagine yourself in an airport — the seats and the boarding stanchions are exactly the same as the ones you'd find at a Southwest gate.
There's even a functioning PA system to help employees learn how to modulate their voices when welcoming the A, B and C boarding groups.
Learning inflight service
Flight attendants also spend time at Southwest's headquarters before they earn their wings.
They begin their training in the classroom with presentations detailing all the ins and outs of the Boeing 737. They'll learn about providing efficient and personalized service, handling security issues and evacuating a plane during an emergency.
After weeks behind a desk, the flight attendants practice inflight service in a specially configured Boeing 737 cabin experience trainer.
This is essentially a cross-section of an airplane with the windows removed for easy viewing from the outside. There are large TVs hanging above the plane that provide a livestream of what's happening inside for the observers to see.
The cabin itself comes from a retired Southwest jet, and it still features the original seats and overhead bins.
This trainer is the perfect way for flight attendants to get some hands-on experience without taking a fully functioning plane out of service.
In case of emergency
In addition to service delivery, flight attendants need to learn how to handle inflight emergencies, and Southwest has an area at its headquarters dedicated to just that.
This emergency preparedness center is outfitted with another cross-section of a plane, but this one can simulate many types of inflight emergencies ranging from fires to water landings to smoke in the cabin.
There's even a slide connected to this plane, which helps flight attendants practice evacuating the aircraft.
You'll find plenty of other emergency equipment here, including life rafts, exit door trainers and life vests.
Pilot training
Pilots have a rigorous training schedule. They not only need to learn about how a plane operates, but they also need to regularly spend time in aircraft simulators learning how to fly in all conditions, including during emergencies.
While simulators cost millions of dollars, Southwest has invested in a whopping 26 of them for its all-Boeing 737 fleet.
These machines are exact replicas of a real 737 cockpit, and nearly every type of emergency or weather situation can be simulated during training.
Southwest operates these simulators around the clock beginning at around 6 a.m. each day and going until 3 a.m. in some cases.
Controlling the airline
With more than 4,000 daily flights, Southwest is one of the largest U.S. airlines.
While it takes tens of thousands of employees to run the operation, perhaps none are as important as the 1,000 who oversee the entire network.
These employees sit in the NOC, or network operations control center, which is essentially the central nervous system for the entire airline. Here, flights are dispatched and tracked, weather systems are monitored, technical malfunctions are addressed and more. The airline even has a minimum of two meteorologists working at any time to forecast weather across the network.
This building on Southwest's campus is so important that its walls are thick enough to withstand an F3 tornado on the Enhanced Fujita Scale. In other words, it's built to withstand winds blowing up to 206 mph.
A variety of department leaders sit in the NOC, ranging from the chief pilot to the chief flight attendant to the head of ground operations and the leader of technical operations. These key stakeholders meet three times a day — at 8:30 a.m., 3:15 p.m. and 8 p.m. — in the so-called situation room to discuss the state of the operation, with a focus on the airline's 15 largest airports.
When things are running smoothly, these meetings can take just a few minutes, but when there are weather systems across the country or air traffic control delays in key hubs, they might run overtime.
Hopefully, the next time you fly with Southwest, it'll be on a day when things are running smoothly in the NOC. If they are, there's a good chance that your flight will operate on time.
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Intro offer
Annual Fee
Recommended Credit
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
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- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.
Rewards Rate
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Intro Offer
You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
Credit ranges are a variation of FICO® Score 8, one of many types of credit scores lenders may use when considering your credit card application.Excellent to Good
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.