Definitions

Front 1

‘A’ Flight Attendant

Back 1

The Flight Attendant assigned to the forward one-third of the
cabin. ‘A’ is responsible for making public announcements, conducting compliance
checks, and communicating with the Pilots, Operations, and Scheduling.

Front 2

‘B’ Flight Attendant

Back 2

The Flight Attendant assigned to the aft one-third of the cabin.
‘B’ is responsible for setting up the aft galley for service and liquor inventory.

Front 3

‘C’ Flight Attendant:

Back 3

The Flight Attendant assigned to the mid one-third of the cabin.
‘C’ is responsible for exit-seat compliance and snack service setup.

Front 4

‘D’ Flight Attendant:

Back 4

(737-800 aircraft only) The Flight Attendant assigned to the midaft
one-fourth of the cabin.

Front 5

A/C:

Back 5

Aircraft. Plural is also ‘aircraft,’ with no‘s’. You can have one aircraft or ten
aircraft.

Front 6

A/C Left:

Back 6

The left side of the aircraft, facing forward. Also referred to as the
‘Captain’s side’ of the aircraft.

Front 7

A/C Right:

Back 7

The right side of the aircraft, facing forward. Also referred to as the ‘First
Officer’s side’ of the aircraft.

Front 8

ABA

Back 8

Able-bodied Assistant
A Passenger selected by Flight Attendants to assist in
an emergency or security situation.

Front 9

Aft:

Back 9

The back portion of the aircraft; towards the tail.

Front 10

Airstairs:

Back 10

Portable stairs used to board and deplane Customers if a jetbridge is not
available.

Front 11

APU:

Back 11

Auxiliary Power Unit: a small gas turbine engine in the tail of the aircraft that
provides power to aircraft systems while on the ground.

Front 12

ATC:

Back 12

Air Traffic Control.

Front 13

AED

Back 13

Automated External Defibrillator
A lifesaving piece of emergency equipment
that delivers a shock to the heart in cardiac arrest.

Front 14

Base:

Back 14

Also referred to as a domicile. A Southwest city where Flight Attendants and
Pilots begin and end their scheduled work assignments.

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Cabin:

Back 15

The Passenger compartment of the aircraft.

Front 16

Cabin Experience:

Back 16

The level of Customer Service provided to Southwest’s Customers
from the time they board the aircraft until they deplane at their destination.

Front 17

Cabin Services:

Back 17

The Employee group that jointly deals with Inflight Services and
Provisioning.

Front 18

Captain (CAPT, sometimes Capt or CA):

Back 18

The Pilot who sits in the left flight deck seat.
The Captain is the Pilot in Command and is identified by four stripes on his jacket cuff
or epaulets.

Front 19

Charter:

Back 19

An aircraft that has been hired by a private group or the government to
operate a non-scheduled flight

Front 20

CISM:

Back 20

Critical Incident Stress Management. It is a peer-support program assisting
Crew Members after stressful events.

Front 21

(CRO):

Back 21

Complaint Resolution Official. A specially trained Ground Operations
Employee who is available to assist with issues involving Customers with disabilities

Front 22

Crew Scheduling:

Back 22

The Inflight Services department responsible for ensuring all
Southwest flights are staffed with the required number of Flight Attendants.

Front 23

CRM:

Back 23

Crew Resource Management. A practice of open communication between all
Crew Members (Pilots and Flight Attendants) working a flight, designed to reduce
errors and increase safety.

Front 24

CRS:

Back 24

Child Restraint System. Car seats or other approved devices used onboard to
safely secure young children in their seats.

Front 25

CS&S:

Back 25

Customer Support and Services. The Employee group responsible for making
telephone reservations and answering Customer questions.

Front 26

Culture:

Back 26

How we work at Southwest, based on one simple idea: follow the Golden
Rule. Work hard and celebrate successes!

Front 27

Customer:

Back 27

Southwest term for ‘Passenger.’

Front 28

CSA:

Back 28

Customer Service Agent
A Ground Operations Employee who provides
assistance to Customers in the terminal. CSAs sell tickets, issue boarding passes,
check baggage, and provide flight information. CSAs may work at the ticket counter,
gate podiums, or baggage claim.

Front 29

CSS

Back 29

Customer Service Supervisor
A Ground Operations Leader who can assist with
irregular situations. CSSs are available to help resolve Customer conflicts or
accommodate Customers in the event of delays or cancellations.

Front 30

CWA:

Back 30

Crew Web Access. The web-based Flight Attendant scheduling program accessed
through SWALife. Flight Attendants check in for pairings and keep track of their
schedules using CWA.

Front 31

D/H:

Back 31

Deadhead. A Crew Member may be flown, or ‘deadheaded,’ from one station to
the next as a Passenger in order to begin or continue a pairing as a working Crew
Member. Deadhead Crew Members are considered ‘on duty.’

Front 32

DOT:

Back 32

Department of Transportation.

Front 33

EAP:

Back 33

Employee Assistance Program. Southwest’s mental health and well-being
program

Front 34

EMK

Back 34

Emergency Medical Kit
A kit containing medications used to treat illnesses.

Front 35

Entry Door:

Back 35

Doors on aircraft left, used for Customer boarding and deplaning.

Front 36

Escape Slide:

Back 36

A self-inflating ramp that provides a means of rapid egress from the
cabin in an emergency.

Front 37

ETA:

Back 37

Estimated Time of Arrival

Front 38

ETD:

Back 38

Estimated Time of Departure.

Front 39

Exit Seat:

Back 39

A seat on the aircraft that has direct access to an exit without having to
enter the aisle. There are certain restrictions on which Customers may sit in exit seats.

Front 40

F/A (or FA):

Back 40

Flight Attendant.

Front 41

FAA:

Back 41

Federal Aviation Administration.

Front 42

FAM:

Back 42

Federal Air Marshal. A Department of Homeland Security employee responsible
for preventing hijackings.

Front 43

FAR:

Back 43

Federal Aviation Regulation.

Front 44

Ferry:

Back 44

An aircraft flown from one station to the next with no revenue Passengers on
board.

Front 45

FFDO:

Back 45

Federal Flight Deck Officer. A Pilot with specialized Training who is permitted
to carry a firearm when working as Captain or First Officer.

Front 46

FAK

Back 46

First Aid Kit
A kit containing supplies like bandages used to treat injuries.

Front 47

F/O or FO

Back 47

First Officer
The Pilot who sits in the right flight deck seat. The First
Officer is second-in-command and assumes PIC responsibilities in the absence of the
Captain. Identified by three stripes on the jacket cuff or epaulets.

Front 48

Flight Deck:

Back 48

The control compartment where the Pilots operate the aircraft.

Front 49

FTR:

Back 49

Failure to report. A Flight Attendant who misses their trip sign-in/report time,
but who could make the departure time.

Front 50

FWD:

Back 50

Forward. Towards the nose of the aircraft.

Front 51

Galley:

Back 51

Areas on the aircraft forward and aft of the cabin that provide storage and
workspace for inflight beverage and snack service.

Front 52

Galley Service Door:

Back 52

Doors on aircraft right, used for loading galley supplies.

Front 53

Ground Operations:

Back 53

The Employee group responsible for the Customer Experience at
the airport. This group includes Operations Agents, Ramp Agents, Customer Service
Agents, and Skycaps.

Front 54

GSC:

Back 54

Ground Security Coordinator. A Ground Operations Employee (usually an
Operations Agent) responsible for coordinating the response to security threats while
the aircraft is at the gate or on the ground.

Front 55

Hazmat:

Back 55

Hazardous Materials. Chemicals and other substances that may pose a risk
to health or safety when transported.

Front 56

HazCom:

Back 56

Hazard Communication. Protects from illnesses/injuries resulting from
exposure to hazardous chemicals/compounds.

Front 57

HHD:

Back 57

Hand-Held Device. A wireless credit card reader used by Flight Attendants to
inventory and collect payment for beverages purchased on board.

Front 58

Inflight Services:

Back 58

The Employee group that deals directly with the Flight Attendant job
function. Part of the Cabin Services group.

Front 59

Inflight Supervisor:

Back 59

The Inflight Services Employees assigned to a Base to assist
Flight Attendants and evaluate job performance.

Front 60

Irregular Operation:

Back 60

Any flight that operates in a manner that may negatively impact
our Customers. Irregular Ops include delays, cancellations, emergencies, security
threats, diversions, etc.

Front 61

Irregularity Report (IR):

Back 61

An electronic report submitted by Flight Attendants
providing details and explanations for irregular operations or events.

Front 62

ISC:

Back 62

Inflight Security Coordinator. The Captain, who is responsible for coordinating the
response to security threats while the aircraft is airborne.

Front 63

Jetbridge:

Back 63

The tunnel-like structure that connects the airport terminal to the aircraft.
Used to board and deplane Customers.

Front 64

LAV:

Back 64

Lavatory. The restrooms on the aircraft.

Front 65

LEO:

Back 65

Law Enforcement Officer. A traveler who is permitted to carry a firearm onboard
the aircraft.

Front 66

LRBL:

Back 66

Least Risk Bomb Location. A designated area of the aircraft where explosives
can be positioned in order to minimize damage to the aircraft if detonated.

Front 67

LUV:

Back 67

Southwest Airlines’ stock ticker symbol. Also our preferred spelling of ‘Love.’

Front 68

LUV Jet:

Back 68

The nickname for Southwest Airlines aircraft.

Front 69

MBL:

Back 69

Might Be Late. A Flight Attendant who alerts Crew Scheduling that they will miss
their scheduled check-in time but arrive at the airport before their scheduled flight
departs.

Front 70

MX:

Back 70

Maintenance.

Front 71

N/S:

Back 71

No Show. A Flight Attendant who misses a scheduled check-in.

Front 72

NRSA:

Back 72

Nonrevenue Space Available. Travel without charge if a seat is available on the
flight.

Front 73

OHB:

Back 73

Overhead Bin. Enclosed stowage compartments in the Passenger cabin running
along the cabin walls over the Passenger seats.

Front 74

Operations (‘Ops’) Agent:

Back 74

A Ground Operations Employee who is responsible for the
unloading and loading of an aircraft. Operations Agents screen and board Customers,
coordinate baggage and cargo loading, compute weights and balances calculations,
and ensure the aircraft is secure while at the gate.

Front 75

Ops:

Back 75

Operations.

Front 76

Outstation:

Back 76

A city served by a Southwest Provisioning Station. Basic cabin services,
like trash removal and ice, are provided.

Front 77

OWWE

Back 77

Overwing Window Exit. Hatches on either side of the aircraft above the wing
that are used for emergency evacuations.

Front 78

PA:

Back 78

Public Announcement

Front 79

Pairing:

Back 79

Also referred to as a trip. A scheduled sequence of flights assigned to Flight
Attendants to work.

Front 80

P.A.W.S.:

Back 80

Pets Are Welcome on Southwest: Southwest’s program accepting small dogs
and cats for transport in the cabin.

Front 81

PAX:

Back 81

Passenger. Southwest prefers to use the term ‘Customer’ when possible.

Front 82

PED:

Back 82

Portable Electronic Device. Any device which runs on a battery like a cell phone,
laptop computer, media player, etc.

Front 83

Pilot In Command (PIC):

Back 83

The Pilot who is directly responsible for, and is the final
authority as to, the operation of the aircraft. This is the Captain. In the Captain’s
absence, the First Officer is the PIC.

Front 84

POB

Back 84

Portable Oxygen Bottle
A bottle of compressed gaseous oxygen with an
attached mask that can be used by Flight Attendants during a medical emergency or
following a decompression..

Front 85

POS:

Back 85

Positively Outrageous Service. Exceeding our Customer’s expectations and
following the Golden Rule by treating everyone (Internal and External Customer’s) the
way we want to be treated. Customer Service that is unexpected, random, and
memorable!

Front 86

Probation:

Back 86

For Flight Attendants, a 6-month period following the hire date during
which the Employee’s Leaders evaluate performance and provide mentoring to ensure
he or she is a good fit for the position and the Company.

Front 87

PBE:

Back 87

Protective Breathing Equipment / Smoke Hood
An enclosed hood that provides
a breathable atmosphere to enable Flight Attendants to work in the presence of smoke
or fumes.

Front 88

Provisioning:

Back 88

The Employee group that deals directly with the Provisioning Agent job
function. A part of the Cabin Services group.

Front 89

Provisioning (‘Provo’) Agent:

Back 89

The Employee responsible for stocking galley supplies,
removing trash and recyclables, and cleaning the lavatory and galley floors at
Provisioning Stations.

Front 90

Provisioning Station:

Back 90

Also called a Provisioning Location. Cities served by Southwest
that support a warehouse and have Provisioning Agents who fully stock the aircraft.

Front 91

PSU:

Back 91

Passenger Service Unit. A panel fitted over Passenger seats containing air vents,
reading lights, Flight Attendant call buttons, and emergency oxygen masks.

Front 92

PTK:

Back 92

Passenger Transfer Kit. A sling and sliding board used to assist moving
Customers with disabilities from wheelchairs to the aircraft seat.

Front 93

RT (or R/T):

Back 93

Recurrent Training. Required annual training Flight Attendants must
attend to remain qualified to fly.

Front 94

Ramp Agent (‘Ramper’):

Back 94

A Ground Operations Employee responsible for servicing the
aircraft at the gate. Ramp Agents marshal aircraft into and out of the gate area, load
and unload baggage and cargo, fuel the aircraft, and service lavatories. At outstations,
Ramp Agents remove trash and stock ice onboard.

Front 95

RBF:

Back 95

Read Before Fly. Briefing memos Flight Attendants are required to read before
reporting to the aircraft for duty.

Front 96

Reserve:

Back 96

A block of one, two, or three days in which a Flight Attendant is on call to
work pairings as needed.

Front 97

RON:

Back 97

Remain Overnight. Time away from base at non-base cities scheduled for Flight
Attendants working multi-day pairings. Also refers to aircraft parked at the airport
overnight.

Front 98

Southwest SPIRIT:

Back 98

Our Employees’ desire to go above and beyond to meet
operational challenges and provide the best Customer Service while having FUN.

Front 99

SWA

Back 99

Southwest Airlines.

Front 100

SWALife:

Back 100

Southwest’s Employee website which provides Company news and
information. CWA is accessed through SWALife.

Front 101

Sweeper:

Back 101

A Ground Operations Employee assigned to assist with Unaccompanied
Minors.

Front 102

Three-Day:

Back 102

A scheduled pairing with two overnights.

Front 103

TSA:

Back 103

Transportation Security Administration. The government department responsible
for Passenger screening and airport/aircraft security.

Front 104

Turn:

Back 104

A scheduled pairing with no overnights. A turn originates and returns to base
the same day.

Front 105

Two-Day:

Back 105

A scheduled pairing with one overnight.

Front 106

TWU:

Back 106

Transport Workers Union. The union representing Southwest Airlines’ Flight
Attendants. The local chapter for SWA Flight Attendants is 556.

Front 107

UM:

Back 107

Unaccompanied Minor. Children between the ages of 5 through 11 traveling
alone

Front 108

UTC:

Back 108

Unavailable to Contact. A Flight Attendant who misses and does not return a call
to Crew Scheduling.

Front 109

YT:

Back 109

Young Traveler. A Passenger age 12 to 17 traveling alone. They may need extra
assistance, but are not classified as Unaccompanied Minors.

Front 110

WN:

Back 110

Southwest Airlines’ International Air Transportation Association identifier code.

Front 111

WX:

Back 111

Weather