STNEXPOPreview:


A new venue, the Peppermill, await attendees next month in Reno, Nevada as well as thought-provoking presentations


T


Howard Putnam shares the story of Southwest Airlines and the


lessons of customer service and culture the student


transportation industry can learn.


hose who have flown Southwest Airlines, or have seen its commercials, can attest to the fun air on board, pardon the pun. United Airlines used to be known as


flying the “Friendly Skies,” but that route has been taken over by world’s largest low-cost airlines. For years, going on 40 now, Southwest has regaled passengers with singing flight attendants, free, ahem, drink coupons and a true rarity these days: Free checked baggage. And Howard Putnam deserves much of the credit. Putnam, a member of the Speaker


Howard Putnam


“HIRING THE RIGHT ATTI-


Hall of Fame, will tell the story of how he helped shape the culture at Southwest and what student trans- porters can learn from it with a key- note address the evening of July 11 during the STN EXPO in Reno, Nevada. His talk is one of several event highlights next month. Te main theme is, “Hire attitudes,” he told us recently. Te year was 1978, and Putnam was recruited


from United Airlines to become Southwest’s third CEO, ever. Te company was seeking to transition


62 School Transportation News • JUNE 2017


from its origins as a regional carrier in Texas into national domestic airline. “(Southwest) started in June 1971 with three leased Boeing 737s,” recalls Putnam, who delivers the STN EXPO closing-night keynote address on July 11. “Now, Southwest has more than 700 Boe- ing 737s and carry more passengers in 2016 than American, United or Delta.” How that growth came about is a story of people, and therein lies Putnam’s main message for student transporters.


TUDE TO GAIN ALTITUDE?”


Tuesday, July 11 Although the cultures of airline


travel and school bus transportation differ, there are commonalities, Put- nam pointed out, that mirror what he set out to accomplish when taking the reins at Southwest. Foremost on the list was vision.


“It is critical that management has a clear vision as to what is expected. In school transportation, what is expected of their drivers? Tey are key to student safety, on-time performance and building a bond, like a family, onboard the bus,” he explained. “Te driver is both the pilot and customer service


CELEBRATING25YEARS


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