Southwest Airlines’ ‘heart and soul’ Colleen Barrett dies at 79

Southwest Airlines Co. (NYSE: LUV) announces the passing of President Emeritus Colleen Barrett, 79, with heavy hearts. Barrett was surrounded by loved ones when she passed away. 

A strong advocate for treating others with the respect and dignity that one would like to be showered with, Colleen fervently encouraged generations to live morally by quoting The Golden Rule. Her firm conviction in employees demonstrating affection for one other and our customers has earned her widespread reputation as the "heart" of Southwest Airlines. Even though the airline has been around for over fifty years, that basic principle continues to shape Southwest Culture. Everyone could look up to her because of the way she conducted her life. 

Her brother Pat Crotty and his family, as well as her son and daughter-in-law Patrick and Melodie Barrett, her cherished grandson Evan Daniel Barrett, and the whole Southwest Airlines team offer their heartfelt sorrow.

Southwest Airlines' distinctive brand, Positively Outrageous Customer Service, was born out of Colleen's unwavering commitment to her employees and her mission to put them first. She crafted Southwest's illustrious corporate culture and was instrumental in establishing the Golden Rule as an ethos for all employees. Profitability and happy shareholders are byproducts of treating people with the love and respect that you would like to be treated yourself, according to Colleen's passionate slogan.

Led with LUV: A Different Way to Create Success is a book that Colleen and Ken Blanchard co-authored to spread this concept of leadership. According to her, Southwest was "a customer service organization, which just happened to fly airplanes." To celebrate her life and work, Southwest Airlines created the Colleen C. Barrett Institute for Cultural Excellence and Customer Service in 2021.

Over time, Colleen played a crucial role in shaping Southwest's innovative employee culture, which is characterized by an unwavering commitment to customer service. She was the highest-ranking woman in the commercial airline industry from 2001 to July 2008, having served as VP of administration, EVP of customers, president and chief operating officer, and, finally, president of the airline. Her tenure was a remarkable honor. From 2001 through 2008, she was also the Corporate Secretary for Southwest Airlines Company on their board of directors.

"Colleen's legacy is the Heart of Southwest Airlines and everything that it stands for—the Golden Rule; Hospitality; Serving others; and most of all, LUV!" "President and CEO Bob Jordan" stated. Southwest Airlines bears the imprint of Colleen, and she held her Southwest Family in the highest regard. Not only did she show us the importance of following our hearts in leadership, but she was also incredibly resilient, having led the charge in numerous fights and ultimately emerging triumphant each time. By consistently demonstrating the Southwest Way Values, we will pay tribute to her indefatigable efforts to Southwest Airlines. We owe it to her because she taught us that. 

From the very beginning, Colleen has been Southwest Airlines' driving force and inspiration. In an interview, Southwest Airlines' Executive Chairman of the Board of Directors, Gary Kelly, attributed most of the credit for the company's distinctive culture—one that has distinguished Southwest Airlines for over 50 years and made corporate America green with envy. 

Thanks to her enthusiasm and dedication, Southwest Airlines is well-known for its hospitality and for the Legendary Customer Service that our employees consistently deliver. "We are in the Customer Service business, we just happen to fly airplanes," claims Colleen, who is famous for saying this.  She had an eternal and limitless love for our employees, and we returned the sentiment. To put it plainly, she is and shall remain our Heroine. 

Instead of sending flowers—which Colleen was allergic to—we ask that you consider making a donation to one of these worthy causes: the Dallas Hearing Foundation, the Visiting Nurse Association (Meals on Wheels), the Southwest Airlines Employees Catastrophic Assistance Charity, Ronald McDonald House Charities, or the Southwest Airlines Employees Catastrophic Assistance Charity.

Honoring Colleen is a dedicated website that pays tribute to the woman who bestowed Southwest's Heart award. Information about the funeral, visitation, and obituary will be announced at a later date. You can learn more about her global influence by visiting the Colleen C. Barrett Institute for Cultural Excellence & Customer Service.