The Colleen C. Barrett Institute for Cultural Excellence & Customer Service

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Communication: Communicating Culture Through Social Media

As the airline with Heart, we see amazing stories each day from Employees and Customers. We leverage our social media platforms such as Instagram, Facebook,Twitter, TikTok, and LinkedIn to celebrate these authentic connections that take place across our large operation and, in turn, make the world feel a little smaller and sweeter! 

In the last few weeks, we have celebrated a 75-year-old man named Harvey who always wanted to be a Flight Attendant (watch here), hosted nearly 70 students after their teacher went viral for a classroom “trip” to Mexico (watch here), and surprised a Veteran traveling on an Honor Flight with his son, a Southwest Airlines Captain, piloting the flight (watch here).

We often hear that the world needs more positive stories, and we’ve found that serving up genuine Southwest stories is a highly engaging way to cultivate connections across our social platforms. In addition to storytelling, we have a Team dedicated to engaging with our followers in fun ways to share the Southwest Hospitality for which our airline is known.

The power of social media is real, and we leverage it for good. There are countless stories of our Employees helping return lost items found on a plane, Customers finding their soulmate because of our seating policy, Employees who are family members flying together, and more. I also have to give a shout out to the Swifties that fly with us because the internet loves them, seen here as a plane full of fans engage in a fun sing-a-long while waiting to push back!

How grateful are we to have an opportunity to connect people to what’s important in their lives and to celebrate these sparkly moments. Our President Emeritus Colleen Barrett (namesake of the CCB Institute!) and our Founder Herb Kelleher always said it was our People who made this airline special, and it’s no different today. Our Employees are the reason we have such incredible Customer Service and Culture-building stories to tell. Quite simply, we have good People doing good things across our system every single day. Social media is the gateway to sharing those moments with the world!

Whitney Eichinger

Whitney Eichinger

Senior Vice President Culture & Communications

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