Obituary, Death Colleen Barrett, Trailblazing President Emeritus of Southwest Airlines, Passes Away at 79
Colleen Barrett, a pioneering figure in the aviation industry and president emeritus of Southwest Airlines, passed away on May 8, 2024, at the age of 79. Her legacy is deeply ingrained in the culture and customer service focus of Southwest Airlines, which she helped develop and nurture throughout her illustrious career.
Barrett held various leadership positions at Southwest Airlines, including executive vice president of customers and vice president of administration. She made history by becoming the first woman to serve as president of a major airline in 2001, a position she held until 2008. During her tenure, she was also a member of the Southwest Airlines Company Board of Directors.
Colleen Barrett’s impact on Southwest Airlines is immeasurable. She is credited with establishing fundamental elements of the company’s business and corporate culture, including the iconic heart symbol that represents the brand’s commitment to love and care for its customers and staff. Her leadership philosophy was rooted in the Golden Rule, which emphasizes treating others as one would like to be treated. This guiding principle inspired her to prioritize her team members and motivate them to deliver exceptional customer service.
Barrett’s dedication to customer service and her team members was unwavering. She famously said, “Treat people the way they want to be treated, and the rest will follow, including profitability and shareholder satisfaction.” This mantra resonated throughout the organization, and her influence can still be seen in the company’s commitment to hospitality and serving others.
In addition to her leadership roles, Barrett co-authored the book “Lead with LUV: A Different Way to Create Success” with Ken Blanchard. This book shares her leadership philosophy and offers insights into the success of Southwest Airlines. In 2021, the Colleen C. Barrett Institute of Cultural Excellence & Customer Service was founded to share her legacy with the nation and inspire other organizations to adopt similar values.
Bob Jordan, President & CEO of Southwest, remembered Barrett as a trailblazer who left an indelible mark on the company. “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!” Jordan said. “Colleen loved her Southwest Family, and you can see her fingerprints all over Southwest Airlines.”
Garry Kelly, executive chairman of the Board of Directors at Southwest Airlines, also paid tribute to Barrett’s dedication and passion for customer service. “We are in the customer service business; we just happen to fly airplanes,” Kelly quoted Barrett as saying. “Her unwavering and ongoing devotion to our employees has made Southwest Airlines renowned for our hospitality.”
Barrett is survived by her brother Pat Crotty and his family, her son-in-law Patrick and daughter-in-law Melodie Barrett, and her cherished grandson Evan Daniel Barrett. The family has requested that gifts and other tokens of appreciation be made to the Dallas Hearing Foundation, Ronald McDonald House Charities, the Visiting Nurse Association (Meals on Wheels), or the Southwest Airlines Employees Catastrophic Assistance Charity.
Information about visitation, funeral services, and obituary will be available soon. As the aviation industry mourns the loss of a pioneering figure, her legacy will continue to inspire and motivate others to lead with love, care, and a commitment to excellence.
In conclusion, Colleen Barrett’s passing marks the end of an era, but her impact on Southwest Airlines and the aviation industry will be felt for generations to come. Her commitment to customer service, her team members, and the Golden Rule has left an indelible mark on the company, and her legacy will continue to inspire others to lead with love and care.
