A “Day in the Life” of Reservations


In this video we show you a "Day in the Life" of one of our Reservations Agents. If you are interested in a job at Southwest Airlines, this is a great place to kick off a career!


  1. As a reservations agent at AirTran I can definitely attest to this. I am sure there are some elements that are different (we use SkySpeed, etc.). I think its great that we are the first contact that people have with the company and we are able to give them a good impression. I especially feel that I’ve done a job well done they tell me how kind I was or how everyone has been so courteous along the way. I’ve worked in different departments in reservations (A+ Rewards, Corporate, Government, Groups & Events, General Reservations, Cancelled Flights, etc.). Although the customers’ needs from different departments differ, the quality of customer service that is delivered should always be the consistent. I know that Southwest is very customer driven as well and I only hope that I can continue to give wonderful customer service under the Southwest name after the aquisition. I would really be honored.

  2. I work on our Help Desk in the Reservations Department, so I get to sample just about everything our group does. When I check into the office in the morning there’s no telling what’s in store. We may have weather issues in Chicago and need to help people get to where they’re going. Someone might call to find out if their 14-year-old can fly on his or her own. Or we may have a simple call from someone looking to check fares to Orlando.

    No matter what, with every call I try see the situation from the customer’s point of view. I’ve found that if I can be a good listener and put myself in the customer’s shoes this earns their respect. In the end we reach a solution and they are left feeling that they received great customer service.

    I witnessed a great example of this at the Oklahoma City airport. I was standing in line and the passengers in front of me were talking about Frontier. The woman was saying that she was dealing with a family tragedy and was “bawling her eyes out” while on the phone with one of our agents. By the end of the call she was struck by how kind and accommodating the agent was and said she’s been loyal to Frontier ever since. I remember thinking how cool it is that my department can have that kind of effect on people.

    At the end of the day, the best part about my job is the people I work with. When I’ve had a tough day or have had deal with a few really difficult calls, someone’s always there to talk to and to share stories with. That’s when I know that we’re all in this together.

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  3. Thanks for the info! I am going to be interviewing for Res agent in PHX soon, crossing my fingers! Hopefully child care discounts can be worked out again. :)

  4. Anonymous – I contacted our Phoenix Reservations Center and was able to find out that they never actually had child care physically on sight. Several years ago, however, they did have a committee of Reservations Agents and Staff that worked together to gather information about locations, hours of operation, and cost associated with child care in their area. They were able to negotiate discounted rates for our Employee at some of the operations. But, over the years, the program’s popularity shrank, and they ceased negotiating for the discounts. Of course, if the interest became popular again, they would be happy to work with our People in establishing some type of network again.

    Paula Berg
    Southwest Airlines

  5. I’m not sure about the child care at our Phoenix Reservations Center, but I will look into it and let you know.

    Paula Berg
    Southwest Airlines

  6. I once heard that the Phoenix Reservations call center had child care onsite. Is this true?