Southwest Airlines: Freedom to Delight the Customer

Frontline teams at Southwest Airlines know they have the freedom to do whatever it takes to serve the customer. It’s this freedom, rather than a set of protocols, that allows Southwest employees to create memorable moments like these:

Have you ever tried to order 25 pizzas at a moment's notice and get them through airport security in time to feed 100+ People on a diverted flight? pic.twitter.com/c83puE1ci7
— Southwest Airlines (@SouthwestAir) September 2, 2020

Shared accountability and the freedom to make choices welds a community together. This simple truth underpins Southwest's amazing culture and decades of industry-leading performance.

For more on Southwest and the power of community, see Chapter 10 of our book, Humanocracy.