News

A behind-the-scenes look at Southwest's Dallas headquarters

Zach GriffSenior reporter
Zach Griff is a senior reporter at TPG. He writes travel and product reviews, deep dives into loyalty programs, news about the airline industry and more.

December 7, 2022 • 9 min read

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Quick summary

Southwest's Dallas headquarters offers a unique, tradition-rich onboarding experience for new employees, including a red-carpet welcome.
The facility features extensive training resources, such as mock airport lobbies, gate areas and a Boeing 737 cabin trainer for hands-on learning.
Pilots, flight attendants and ground staff all undergo rigorous, scenario-based training using advanced simulators and emergency preparedness centers.
The network operations control center (NOC) serves as the airline's command hub, coordinating over 4,000 daily flights and monitoring weather, technical issues and overall operations.

What to consider

Employee training at headquarters includes realistic simulations for both routine and emergency scenarios, ensuring staff are well-prepared before working with passengers.
The NOC is fortified to withstand severe weather and operates nearly continuously, with key leaders meeting multiple times daily to address operational challenges.
Southwest's campus also preserves its history and culture, with archives, memorabilia and tributes to its founders integrated throughout the facility.

What you'll miss from the article

A detailed look at the behind-the-scenes processes and facilities that support Southwest's employee training and daily airline operations.

Generated by AI with support from our editorial team.

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.

Editorial disclaimer: Opinions expressed here are the author's alone, not those of any bank, credit card issuer, airline or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

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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 $8,000 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 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App™.
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Enjoy complimentary Hertz Five Star® Status benefits like skipping the counter at select locations, adding an additional driver at no additional cost*, and vehicle upgrades**. Benefit enrollment and Hertz Gold+ registration are required. *Additional drivers must meet standard rental qualifications and must be a spouse or domestic partner to qualify as complimentary. Other additional drivers subject to fees. **Benefits are subject to availability and vary by location. Additional Hertz program Terms and Conditions including age restrictions apply.
Book two nights or more with The Hotel Collection through AmexTravel.com or the Amex Travel App™ and receive a $100* credit towards eligible charges at over 1,400 upscale hotels worldwide. *Eligible charges vary by property.
Book your travel through the Amex Travel App™ with added peace of mind – backed by American Express® service and support. Only for American Express® Card Members.
Whenever you need us, we're here. Our Member Services team will ensure you are taken care of. From lost Card replacement to statement questions, we are available to help 24/7.
No Foreign Transaction Fees.
Annual Fee is $325.
Terms Apply.

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 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.

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.

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

Here, check-in agents learn more about how to operate the kiosks, weigh checked bags and use the airline's reservations systems.

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.

After weeks behind a desk, the flight attendants practice inflight service in a specially configured Boeing 737 cabin experience trainer.

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.

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

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.

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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An AvGeek's dream

An airport on the ground

Learning inflight service

In case of emergency

Pilot training

Controlling the airline

Comments

Comments

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TPG featured card

TPG featured card

American Express® Gold Card

Rewards rate

Intro offer

Annual fee

Regular APR

Recommended credit

Pros + cons

Pros

Cons

More details

Pros

Cons

An AvGeek's dream

An airport on the ground

Learning inflight service

In case of emergency

Pilot training

Controlling the airline

Comments

TPG featured card

American Express® Gold Card

Rewards rate

Intro offer

Annual fee

Regular APR

Recommended credit

Pros + cons

Pros

Cons

More details

Pros

Cons

American Express® Gold Card

Rewards rate

Intro offer

Annual fee

Regular APR

Recommended credit

Pros + cons

Pros

Cons

More details

Pros

Cons

American Express® Gold Card

Rewards rate

Intro offer

Annual fee

Regular APR

Recommended credit

Pros + cons

Pros

Cons

More details

Pros

Cons

American Express® Gold Card

Rewards rate

Intro offer

Annual fee

Regular APR

Recommended credit

Pros + cons

Pros

Cons