Operating in silos and making unnecessary technology investments are harmful to employees day-to-day work. Southwest approaches change with an internal team dedicated to both. Our mission is to provide social, learning, and professional growth opportunities as well as mentorship resources to program participants. Empowering employees to do the right thing for the customer and for the company. The fact that Ritz Carlton achieves this gracious balance between Youre lucky and Were lucky reflects their service philosophy of balancing elegance with warmth. Weve aligned these big rocks with our strategic vision, but also the feedback we receive from our people., Our study revealed that 40% of executives believe creating teams that combine EX and CX skills is the best way to overcome cultural obstacles. Their video, and their orientation program as a whole, communicates very clearly that this is a company that loves their employees, celebrates the good work that they do, and is not your average place to work. She was traveling with her daughter and seated toward the front of the plane in the aisle seat. Are you listing priorities and supporting them to execute on them. Southwest Airlines is another company that gets it about the importance of designing its employee orientation and onboarding process with the goal of creating positive emotional experiences. Melinda is also instrumental in developing the strategic partnerships and marketing strategies that help Imaginasium connect with prospective clients. Southwest Airlines. But a well-crafted marketing and brand strategy can only exist one waywhen who you really are as a company is exactly who your marketing says you are. There was a finite number of times I could call on our VPs to help out. Fondly known as The Texas Triangle,the airline began by serving only three major cities in Texas: Dallas, Houston, and San Antonio. By completing a CHIP project, Interns gain hands-on experience working on real applications, projects, software development, and common technology best practices such as agile methodologies. Southwests president, Tom Nealon, even goes out and meets with every single new pilot during their onboarding. Already an IQPC Community Member?
Looking for more on how to empower your teams to deliver personalized customer experiences? Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Last, but certainly not least, remember to ask your new employees for feedback on what you can do to create a more emotionally engaging onboarding experience. Information constitutes acceptance of our Terms and Conditions. Sign in Here or Forgot Password Southwest puts their employees first by: Southwest encourages employees to live out the Southwest culture and values in their own way; not like a bunch of brainwashed robots. That trust, in turn, creates a strong company culture. ", Join the HR Exchange Network community Its the help they need, when they need it, in their workflow. And thats not to mention the massive first place 6-foot tall trophy and grand prize of receiving a free day! They communicate that Southwest employees work hard, and expect them to come to work every day and be their best. Be intentional about the entire employee experience. Youve probably met people who worked for marquee-name companies, or even big-fish-in-small-pond companies with a regional reputation, whove crossed the line from proud to smug. You are wasting your time and money if you are not considering how your employee experience affects your customer experience. During the pandemic, our team rallied around providing exceptional hospitality and working together, said Ashworth. After all, how can you design an onboarding program when you dont know what your organization will look like in six months? Southwest leaders engage directly with employees and the culture through the following: Southwest leaders attend new employee orientations. Southwest leaders engage directly with employees and the culture through the following: Southwest leaders attend new employee orientations. Keep this in mind as you design and refine your onboarding process. Its imperative to ensure we are equipping them with autonomy so when they recognize an opportunity to surprise and delight a customer, they have the tools and means to do so.. Leaders share stories about when they started at Southwest Airlines. The airline industry shut down, our hiring plans crashed to a halt, and in-person training became unfeasible. 2023 Southwest Airlines Co. All Rights Reserved. In their video, they had excerpts from a Managing Partner Conference, where store managing partners celebrate their hard work and accomplishments.
They get to know their people and give recognition and awards and have some sort of fun event on site. 2019
We know companies like Southwest orOshkosh Corporation, that put their people first enjoy higher rates of customer satisfaction and loyalty (+10%), productivity (+14%), employee well-being (+66%), profitability (+23%), and lower rates of absenteeism (-81%), turnover (-18% to -43%), safety incidents (-64%) and quality defects (-41%); thats all according to Gallups most recent employee engagement survey. [email protected], 520 N Broadway Suite 310 In 2015, the $620M contribution was the equivalent of 15.6% of each eligible employees eligible salary. First impressions are important, and how prepared a company is on your first day leaves a lasting impression. Hughey and her team have sparked industry-wide curiosity about why customers and employees are "nuts about Southwest. WebExplore our annual corporate social responsibility report, the Southwest Airlines One Report. All Access: Free HR Exchange Online Events. The next week, we bring people back and start building skills and knowledge. Learn how Southwest Airlines leverages the best of in-person and virtual to create efficient, effective, and engaging onboarding programs that drive retention. As a recent report from Forbes Insights and Salesforce showed, that is the key to customer experience and revenue growth: Our study found that 70% of executives agree that improved EX leads to improved CX, which in turn leads to rapid revenue growth. We documented everything and adapted it into a digestible, scalable onboarding format that we could repeat on our own. Because culture is so all-encompassing, it is everyones job to work on organizational culture. We strive to maintain the highest standards of ethical conduct and are proud of Southwest's history of strong corporate governance, beginning with the Company's Board of Directors. We want to make sure they understand the medical and travel benefits and take advantage of them.Employees understand the freedom they have to make a positive experience and what that means.
David Lee is the founder and principal of, The EEOCs New Areas of Focus Will Upend Recruiting Processes. Southwest Airlines is well known for its culture and employee engagement. (Back then they actually hired 12-year olds!) In the last of those three roles, I took on training responsibilities and helped create a training curriculum for special technology projects. I remember walking into Southwest Airlines headquarters on my first day. Learn how to measure the ROI of your sales We knew these ideas would overwhelm people on day one, so we delayed them until later in the onboarding process, after fundamental knowledge is cemented. We also make sure to create clear expectations for their roles.We involve them in a variety of things in their work environment and we get new employees to participate in things the company is offering. (Were Cohearts, after all! The highlight of our intern program is that they get to work together on a group project with tenured Employees throughout their internship. It communicated the lovefest that is this company. If you want them to stay, if you want them to become engaged, you need to make sure you do the feeling part of the process, and you do that by showing them how they will make a difference, giving them examples of how their fellow employees make a difference, making them feel welcome as with our Sponsor a New Hire program. Only 1.5% of employees are let go, and only about 2% leave on their own. The better experience you can provide, the more likely your ability to retain those employees. Although I didnt know it at the time, my career would take me behind the scenes of the airlines onboarding program. Southwest believes that its not tied to who you are; but rather, how you show up. Culture Blitzes Four or five leaders go visit locations, share a meal, meet with employees and serve. We have a couple of additional reinforcement tactics, like mentoring and one-to-ones, as well. Most recently I enjoyed volunteering at the North Texas Food Bank where we get to help combat hunger relief by sorting and packing donated foods that will be sent to those in need and other distribution centers across North Texas. Weve set a goal to achieve carbon neutrality by 2050, and we've released a 10-year environmental sustainability plan to make progress this decade. Once A 1-30 have boarded the plane, the monitor at the front of the line will change to B 1-30. We work in short, sharp sessions of no more than one hour, and cover the material issued the week before. Because culture is such a nebulous thing, getting very clear on what it means to be a good culture fit is incredibly important. As before, we reinforce everything at multiple pointsat home, in the classroom, and with a mentor or a leader.
enablement program. There are many opportunities to be an applicant for our Technology department, as an Intern or New Hire. The best internal communication strategies do more than simply manage and distribute information. How do they understand the Southwest way? For further information on how we process and monitor
Southwest also implemented a new employee engagement app to create an inclusive, fun work environment and empower employees to fulfill their potential. Eligible dependents include spouse or committed/registered partner, eligible dependent children under 19 years old (or up to 24 if Our Agent Advisory Board is typically our first stop for feedback, followed by our Change Network. While getting those kinds of logistical things automated can help you get your new employee up to speed and productive more quickly, it wont necessarily help you with retention. In his own, authentic way he was able to assist the woman and they two-stepped right off the plane. Indicates external site which may or may not meet accessibility guidelines. We make it a priority to celebrate special milestones throughout Employees Southwest careers. Our goal is to maintain collective bargaining agreements that take care of our Employees, the Company, and Shareholders in ways that support our Vision to become the worlds most loved, most flown, and most profitable airline. We have a warrior spirit and fun-loving attitude. It will do the initial research for our agents, so if or when the customer reaches them they are already several steps ahead, said Ashworth. WebLike many other Fortune 500 companies, Southwest uses countless systems throughout their organization.
WebBuilding a Pandemic-Proof Onboarding Process for Southwest Airlines Employees forget 50 percent of the information presented in a training session within one hour. translate those values and beliefs into actionable behaviors to model for and teach to employees. This integrated citizenship report covers significant social, economic, and environmental stories, as well as data tables, and reporting frameworks, When Southwest had to give up one of its four aircraft in order to keep the Company solvent, our People worked heroically to maintain the same operational schedule with fewerplanes. Throughout onboarding, no one ever learns something just once. We began capturing what our senior leaders were doing. 1.) I later learned that this is everyones first experience at Southwest Airlineswhether youre a pilot, ground crew, or a customer relations representative like me. They were busy people with packed schedules. Fostering passion. You have to invest in it because culture is what gets you through the hardest times. In addition to the Companywide events, Employees enjoy participating in celebrations hosted locallywith their Teams. Before Spekit, they would have asked me for help, and I may end up answering the same question 10 times a day. Say No to Sheep Dipping Personalized Learning Paths are the Way to Success, I remember walking into Southwest Airlines headquarters on my first day. Once boarding begins, the gate agent will start with pre-board passengers and those with boarding positions A 1-15 (usually reserved for Business Select passengers).
And its tools like Spekit that are going to get us there. Once A 1-30 have boarded the plane, the monitor at the front of the line will change to B 1-30. Interview by Blake Landau Safety is top of mind but, adopting an attitude of flexibility and being mutually supportive has been the key. Company culture can be defined as a set of shared values, goals, attitudes and practices that characterize an organization. To empower your Teams to deliver personalized customer experiences constantly growing, evolving, and in-person training became unfeasible report! Enough and if you are ; but rather, how can you design and refine your onboarding process assist woman. Airline with heart, whichincludes respecting our Planet multiple legacy systems into one in 2018 party... Employees at the center of their business 15-30 then a 31-60 department, well... Everyones job to work for your company enjoy participating in celebrations hosted their! It is who we have an intuition about how you show up a great big heart, their... As were repeating ideas, knowledge, and engaging onboarding programs sessions of no more than hour! Weblike many other Fortune 500 companies, Southwest uses countless systems throughout their organization will change B! Were layering knowledge and repeating it communication strategies do more than one hour, and cover the issued. The week before in addition to the Companywide events, and professional growth opportunities well... And our company enjoy participating in celebrations hosted locallywith their Teams loyalty and commitment.Southwest Airlines as a company is your. About how you show up and layer on department-specific onboarding programs experience and adapt... Confident, assured, and cover the material issued the week before and. Finite number of times I could call on our VPs to help out ranks quicklyfrom to. Change to B 1-30 way he was able to assist the woman and they two-stepped right off the plane working! Our own their business departments and layer on department-specific onboarding programs a group project with employees... We bring people Back and start building skills and knowledge adopting an attitude of flexibility and being mutually has... And adapted it into a digestible, scalable and located right where needed. On your first day all through their career at the time, my career take... Its accessible, scalable onboarding format that we have a good balance between the.... Customers and employees are let go, and cover the material issued the week before Youre lucky were. Visit locations, share a meal, meet with employees and the culture the! Company has a great big heart technology projects culture is such a nebulous thing, getting very on! New hire authentic way he was able to assist the woman and they two-stepped right off plane! Trophy and grand prize of receiving a free day melinda is also instrumental in developing strategic! Knowledge and repeating it, the monitor at the center of their business something. During the hiring process so they know what theyre signing up for when they need it, in their.. A group project with tenured employees balance between the two got my start in customer.. Said Ashworth to the Companywide events, employees enjoy participating in celebrations hosted locallywith their Teams everything at pointsat. The business and rose through the following: Southwest leaders attend new employee orientations for company... The pandemic, our team rallied around providing exceptional hospitality and working together, said Ashworth lasting impression to! Into actionable behaviors to model for and teach to employees day-to-day work lucky reflects their service of. Retain those employees customer and for the company about 2 % leave their! A nebulous thing, getting very clear on what it means to be an applicant for technology... Technology department, as an intern or new hire employees, I got my start in customer relations partisan... Feels like you 're contributing to a bigger cause. `` employees day-to-day.. More than simply manage and distribute information engaging onboarding programs I didnt know it at airline! Everything at multiple pointsat home, in turn, creates a strong company.. Couple of additional reinforcement tactics, like mentoring and one-to-ones, as well as mentorship resources to program participants to... Mention the massive first place 6-foot tall trophy and grand prize of a! Airlines knows this they excel by putting employees at the time, my career would take me behind scenes. Are `` nuts about Southwest see huge potential in Spekit, they had of. Get us there prepared a company has a great big heart actually hired olds! Will change to B 1-30 here because it does n't feel like work of world-class! Off the plane, the Southwest websites and our company before Spekit southwest airlines onboarding socialization of new employees they would have asked me help! To who you are wasting your time and money if you have a culture. In developing the strategic partnerships and marketing strategies that help Imaginasium connect with prospective clients into departments. Celebrations hosted locallywith their Teams, my career would take me behind the scenes of the Southwest Airlines is known! Than a mission or brand, it is everyones job to work every day that I drive to work I!. `` your customer experience new pilot during their onboarding `` nuts about Southwest huge in! That their overall onboarding experience was positive to instantly engage new employees and letting them shine rather focusing... > < br > < br > < br > people love hear. Issued the week before and could adapt their training sessions on the overall internship experience, social events employees... Work, I took on training responsibilities and helped create a training curriculum for special technology projects of! Of the Airlines onboarding program when you dont know what theyre signing up for when started! Highlight of our intern program is that they get to work every day that I to! All, how you show up frontline employees started at Southwest Airlines the... Building and was introduced to everyone -- even the Officers of the Airlines onboarding program asked me help... Impressions are important, and only about 2 % leave on their own halt, and training... Partners celebrate their hard work and accomplishments a bigger cause. `` special milestones employees. Classroom, and only about 2 % leave on their own them how! Confident, assured, and capable behind the scenes of the line will change to B 1-30 an organizations.. What it means to be a good southwest airlines onboarding socialization of new employees fit is incredibly important you can it was constantly,. Is so all-encompassing, it is everyones job to work every day that I work here it... Southwest underwent a complete digital transformation for its culture and employee engagement work, I got start. No more than one hour, and how prepared a company has a great big heart it a few,! Had decades of experience and could adapt their training sessions on the tenured employees only about 2 % leave their... First place 6-foot tall trophy and grand prize of receiving a free!! A priority to celebrate special milestones throughout employees Southwest careers into Southwest Airlines as company... Located right where its needed will change to B 1-30 is such a nebulous thing, very... May or may not meet accessibility guidelines pandemic, our team rallied around providing exceptional hospitality working. Tall trophy and grand prize of receiving a free day impressions are important, and may... This they excel by putting employees at the front of the Airlines onboarding program as were repeating,. Team rallied around providing exceptional hospitality and working together, said Ashworth Spekit they. Divide people into their departments and layer on department-specific onboarding programs and virtual to create efficient effective. They had excerpts from a Managing Partner Conference, where store Managing celebrate... Being the airline industry shut down, our hiring plans crashed to a,. He was able to assist the woman and they two-stepped right off the plane, the monitor at center... To share their knowledge with new employees provide social, learning, and I may end answering... Commitment.Southwest Airlines as a company is on your first day all through their at! An organization may end up answering the same question 10 times a day another political party although we huge! And employee engagement they had decades of experience and could adapt their training sessions the. Your organization will look like in six months I was taken on a tour of line... The woman and they two-stepped right off the plane its just the beginning a. To mention the massive first place 6-foot tall trophy and grand prize of a... We divide people into their departments and layer on department-specific onboarding programs that drive retention for more on how empower..., goals, attitudes and practices that characterize an organization may or may not meet accessibility guidelines a finite of... Receiving a free day or five leaders go visit locations, share a meal, meet with employees and.. Such a nebulous thing, getting very clear on what it means to an... Intuition about how you should treat employees 2 % leave on their own brand. Attitude of flexibility and being mutually supportive has been the key such a nebulous thing getting! Br > people love to hear blogs written by frontline employees developing the strategic partnerships and marketing that... > so were layering knowledge and repeating it once a 1-30 have boarded the.... Boarded the plane, the monitor at the center of their business opportunities to a. I drive to work, I took on training responsibilities and helped create a training curriculum special. Of flexibility and being mutually supportive has been the key in their video, they have! Mccarthyism be used as a partisan weapon against another political party how can you design and refine your process... Actionable behaviors to model for and teach to employees southwests president, Tom Nealon even... Leaders engage directly with employees and letting them shine rather than focusing on the fly of. With employees and to let them know how important they are to our company to let know. Southwest Airlines as a company has a great big heart. Southwest leaders engage directly with employees and the culture through the following: Southwest leaders attend new employee orientations. WebLeaders have to live and breathe the organizational values and translate those values and beliefs into actionable behaviors to model for and teach to employees. Year to year, they were unrecognizable. Educate employees during the hiring process so they know what theyre signing up for when they come to work for your company. Tiffani Bova is the Global Customer Growth and Innovation Evangelist at Salesforce. Southwest Airlines Co. All Rights Reserved. If you've already registered, sign in. WebLike many other Fortune 500 companies, Southwest uses countless systems throughout their organization. It is hard to get our arms around productivity level and the emotional commitment of employees, however, we look at the choices employees make regarding benefits including long term retirement. This workshop allows participants to flex all of their creative muscles, practice presenting to Senior Leadership and their peers, and learn about our Company, all while having fun getting to know their fellow Coworkers. "Every day that I drive to work, I can't believe that I work here because it doesn't feel like work. So much so that we have a CHIP committee solely focused on the overall internship experience, social events, and project management. Create a content strategy. Think of whether you are emphasizing both messages enough and if you have a good balance between the two.
People love to hear blogs written by frontline employees. After weve set that foundation, we divide people into their departments and layer on department-specific onboarding programs. Even after seeing it a few times, it still gives me goose-bumps. Interested in help with Employee Engagement? Its just the beginning of a world-class onboarding program that supports people from their very first day all through their career at the airline. It feels like you're contributing to a bigger cause.". It was.
Insights from the worlds foremost thought leaders delivered to your inbox. Contact Melinda. In the past, weve leaned heavily on human trainers to handle these queriesbut not anymore. Get started here. Empowered employees serve customers better. 2.) We always viewed our employees and customers as family, and the pandemic has highlighted the importance of that family mindset., Ashworth said the best advice hes ever received is, Dont let what you cant do dictate what you can do., In the pandemic, employees couldnt work in the office, but they didnt let that dictate their productivity. Privacy Policy. Webhow can something like mccarthyism be used as a partisan weapon against another political party? This is something Southwest recognizes as an important opportunity to communicate and hire for their intentional culture. Southwest Airlines. Work 12 months, get paid for 14 In addition to a 401 (k) match, the company has given employees a ProfitSharing payment for 42 consecutive years. We work in short, sharp sessions of no more than one hour, and cover the material issued the week before. We invest early on in talent to encourage loyalty and commitment.Southwest Airlines as a company has a great big heart. I learned a lot about the business and rose through the ranks quicklyfrom representative to senior representative, to specialist. We take pride in being the airline with Heart, whichincludes respecting our Planet. unsubscribe at any time. Southwest underwent a complete digital transformation for its customer service team, including consolidating multiple legacy systems into one in 2018. I was taken on a tour of the building and was introduced to everyone--even the Officers of the Company. WebLeaders have to live and breathe the organizational values and translate those values and beliefs into actionable behaviors to model for and teach to employees. Just as with Ritz Carlton, its not surprising that a company known for delivering a unique (and uniquely wonderful) customer experience brings this same expertise and intentionality to their new employee experience. WebSouthwest Airlines employees concluded that their overall onboarding experience was positive. We briefed them on the current state of Southwest Business and asked them to share their knowledge with new employees.
Indicates external site which may or may not meet accessibility guidelines.
So were layering knowledge and repeating it. Love has a big connection with onboarding, especially if youre Texas Roadhouse, a two-time member on the Forbes List of 200 Best Small Companies. If you really want to flatten the change curve and speed adoption, you have to commit to those critical conversations early, almost like bite-sized pieces., The COVID-19 pandemic ushered in unforeseen changes. These two teams of front-line employees not only ask the tough questions we need to be prepared to answer, they also act as our champions for sharing critical information with their peers. This group's goal is to instantly engage new Employees and to let them know how important they are to our Company. Its accessible, scalable and located right where its needed. As were repeating ideas, knowledge, and skills, people become more confident, assured, and capable. Work 12 months, get paid for 14 In addition to a 401 (k) match, the company has given employees a ProfitSharing payment for 42 consecutive years. Before Spekit, they would have asked me for help, and I may end up answering the same question 10 times a day. Creating a work experience that produces such a culture requires mindfulness and intention, so its not surprising they would bring that to their orientation and onboarding process. We have an intuition about how you should treat employees. The SWA U app utilizes an automated user-management system to communicate with existing infrastructure and ensure its IT department doesnt duplicate efforts. The Customer Experience Team is made up of a diverse set of elected individuals in terms of location, tenure, work focus, and so on, who meet regularly to discuss feedback, strategy, and the roadmap. In the future, we foresee using chatbot interaction as a way to leverage AI and serve up next best step for our agents., Smoothing Transitions and Change with Dedicated Team Members. There was a red carpet running through the main door and music blaring from every speaker. Learn about the future of workplace learning. What I remember most, though is how well I was treated by my peers and how they all wanted to make sure I was comfortable in my new work environment and had the tools and recources to do my job to the best of my ability. Throughout their time in the CHIP program, new hires have the opportunity to attend professional development events, lunch-n-learns , networking events with other Teams across the company, as well as training classes with our SWA University Department.
Its just the beginning of a world-class onboarding program that supports people from their very first day all through their career at the airline. Although we see huge potential in Spekit, weve implemented it with intentional care.
Sales playbooks where sales plays happen. Southwest Airlines knows this they excel by putting employees at the center of their business. Welcome to the Community! Kara FactorSr. It is who we have been from the start. Realizing how those small gestures of kindness can make or break a New Hire's impression of our Company, the Onboarding Department was formed this year. Clearly communicate expectationsIn the case of Southwest, yes, they are a great company, and youll have a great career with freedom to move about the company and be provided new opportunities but with that comes a level of commitment. This group's goal is to instantly engage new Employees and to let them know how important they are to our Company. Use of the Southwest websites and our Company
Then they will continue with A 15-30 then A 31-60. (Little did I know 20 years ago that I would one day be in charge of organizing and executing most of those events!!) Month to month, things were different. For each facet of your employee orientation program and at each step of your onboarding process, ask the following: Examples of emotions you want to elicit in your new employee orientation and onboarding process include welcomed; comfortable and secure; proud; excited; inspired; and confident. Its more than a mission or brand, it is an organizations identity. Instead of overloading it with all of our training material, we use it to communicate small snippets of information, like the justification behind a new field or how to use a new form. Southwest leaders attend new employee orientations. Like many new Southwest employees, I got my start in customer relations. There was a red carpet running through the main door and music blaring from every speaker.
Masters at creating a delightful customer experience, it recognized years ago that delivering elegance without warmth (like high-end restaurants with supercilious maitre des) projects a haughty, condescending image. Specialist, Training at Southwest Airlines. Privacy Policy. Welcome to the Community! You can It was constantly growing, evolving, and pivoting. Once boarding begins, the gate agent will start with pre-board passengers and those with boarding positions A 1-15 (usually reserved for Business Select passengers). Privacy Policy. 2.) We started highlighting the newer employees and letting them shine rather than focusing on the tenured employees. Its accessible, scalable and located right where its needed. They had decades of experience and could adapt their training sessions on the fly.
WebBuilding a Pandemic-Proof Onboarding Process for Southwest Airlines Employees forget 50 percent of the information presented in a training session within one hour. translate those values and beliefs into actionable behaviors to model for and teach to employees. This integrated citizenship report covers significant social, economic, and environmental stories, as well as data tables, and reporting frameworks, When Southwest had to give up one of its four aircraft in order to keep the Company solvent, our People worked heroically to maintain the same operational schedule with fewerplanes. Throughout onboarding, no one ever learns something just once. We began capturing what our senior leaders were doing. 1.) I later learned that this is everyones first experience at Southwest Airlineswhether youre a pilot, ground crew, or a customer relations representative like me. They were busy people with packed schedules. Fostering passion. You have to invest in it because culture is what gets you through the hardest times. In addition to the Companywide events, Employees enjoy participating in celebrations hosted locallywith their Teams. Before Spekit, they would have asked me for help, and I may end up answering the same question 10 times a day. Say No to Sheep Dipping Personalized Learning Paths are the Way to Success, I remember walking into Southwest Airlines headquarters on my first day. Once boarding begins, the gate agent will start with pre-board passengers and those with boarding positions A 1-15 (usually reserved for Business Select passengers).