You’ll relate to this post if you’ve had to work over Christmas and Hanukkah. And not, here’s something to be grateful for. We’ve learned that Southwest has required perhaps the most dreaded word at that company, “Mando,” for its employees who work outdoors in frigid temperatures: either show up or be fired. Mando is Southwest’s expression for “mandatory overtime.”
There’s no doubt that Southwest is a unique beast from its boarding system, one-class economy, and everything from snacks to flight attendants and more. But something we’ve long known about personally regarding Southwest Hawaii flights came to light today somewhat far from here. But it brought it home to Southwest Hawaii flights, and we’ll share what we learned and what we know, and it comes down to their culture, their employees, and how they get treated.
Introduction | When Southwest Hawaii flights arrived.
When Southwest first came to Hawaii, Beat of Hawaii editors attended the celebration of their inaugural flight. It was a very festive time, and it was also fascinating for us to watch as outsiders. Southwest has a cult-like feel, and we say that without judgment. It has worked great for them, and they have an incredibly loyal following of customers and of employees who have spent their entire careers working their way up the ladder at Southwest. Even their current CEO, Bob Jordan, a 34-year veteran of the company, came up their ranks from a programmer through fifteen different positions before becoming the CEO. But we also saw what we’d best describe as a culture where you’re either “with us or against us.”
Southwest Hawaii employees’ dreaded word: “Mando.”
We know that their Hawaii employees have sometimes been required to work double the regular hours based on Mando or mandatory overtime. Employees don’t like it. They’re known to avoid seeing or talking with supervisors not to get stuck working up to an extra 40 hours a week (a Southwest employee in Hawaii confirmed this). Staff also won’t answer their phones when they are off work because that way, they can’t get mandated to perform overtime. We were told that this was obligatory overtime and that if you refused it, you could be fired. We didn’t think that much about that threat until today.
Southwest “State of operational emergency.”
One aviation person we follow (among hundreds) is Twitter guy @xJonNYC and he was the one who brought this to our attention. The issue in Denver, largely for weather reasons, is the same one that Southwest has faced since they arrived in Hawaii, albeit for entirely different reasons.
In Denver, @JonNYC shared details of the Mando operation in effect, which started on 12/21 and continues until further notice.
The memo sent to staff said that they were experiencing “an unusually high number of absences.” The airline said it has entered this emergency Mando mode due to its obligation to fellow staff and customers.
Southwest staff who claim to be sick are now required to provide a doctor’s note to return to work, and telemedicine appointments won’t work. You need to have seen a doctor in person. Good luck with that, especially during the holidays.
More importantly, Southwest said that failure to comply would be deemed insubordination, leading to termination. In addition, no personal absence is allowed, and any failure to work scheduled shifts will also get you fired. Failure to work overtime means you are toast too.
Southwest operations are dismal at the moment, albeit somewhat better in Hawaii.
Yesterday, 32% of Southwest flights overall were canceled, with another 52% delayed. Add those together, and there wasn’t much that was working normally. Southwest Hawaii flights operated slightly more normally, but still, they had the second greatest percentage of delayed flights, which impacted their operations as follows: 47% delayed at Kona, 47% delayed at Honolulu, 47% delayed at Maui, 50% delayed at Kauai, and 50% delayed at Hilo.
It’s how Southwest handles things that beg scrutiny.
To us, and in a culture appropriate for Hawaii, threats aren’t going to work very well. Editor Rob was once a retail manager in Hawaii for a national chain. He can speak from experience of trying to get employees to work their scheduled hours and calling those on their days off to come in. Mando was not, however, something he would or could require.
It also seems that Southwest wants people to come to work sick, which strikes us as odd these days. Lastly, Southwest’s motto is LUV, and we just don’t see it in this memo coming at the holidays to their staff (below). Moreover, it just simply backfired in terms of public relations.
Things seem to be going well at southwest pic.twitter.com/5ChyDpAxv9
— 🇺🇦 JonNYC 🇺🇦 (@xJonNYC) December 24, 2022
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JohnW says
Today’s Star Advertiser had an article on the SWA debacle pointing out that their expanded route structure simply doesn’t have the IT to support what they have attempted. Not only did they enter the market with a very “with us or against us” disrespectful attitude, they also had an unreliable schedule initially. It improved, but as we have seen, it falls apart when stressed by unusual events, weather, volcano etc.
As their unions have said, they simply don’t have the capability right now to handle their route structure. Hawaii is their most far flung destination, and it shows. Have to wonder if it will continue?
Julie says
This is also true for Hawaiian and for Maui Health Hospital especially at Kula Hospital. Recently Hawaiian Airlines stopped all their contract services probably because they, like all airlines, have trouble recruiting staff, YET, instead of honoring their years of service which allows senior staff priority in choosing their schedules, all 30+ staff loss their seniority. That means about 15 employees who worked part-time and had fulltime daytime jobs had to resign.
Jeanne F says
Unfortunately this policy is prevalent in the Health Care Industry in Hawaii-extremely oppressive
JohnW says
Just checked on the SWA website…no inter island flights till Dec 31st. One more example of a mainland airline trying to operate inter island. When times get difficult (eruptions, Tsunami, weather issues, etc) having a local airline serves Hawaii well.
A little disconcerting that the pro SWA people continually try to attack HA to promote themselves. While competition can be a good thing, SWA isn’t all that wonderful for Hawaii in many ways, they represent the loud brash disrespectful few who continually put the Aloha spirit under stress.
JohnW says
BTW, MANDO isn’t ok in the airline industry where safety is so critical, you don’t want workers who are forced to work against their will crewing, fixing or handling an airliner. The resentful attitude reduces some workers productivity and can result in a dangerous situation. I’m concerned it’s going to be a problem in the entire airline industry in the years ahead as management continues to fight with labor to keep costs down. The ability for SWA to absorb money losing $39 tickets is done on the backs of the workers and has a high price on the big picture
Joe W says
Southwest treats its employees the same as its “valued customers”. like cattle. Three are so many good jobs hiring. Get a new job and bail.
Deb G. says
Some of this information is incorrect. Those delays listed lead to cancelations. I am one of the thousands of people who were told hours after the delayed flights that we had to book our own hotel accommodations and request reimbursements later because they were so understaffed. At $500+ a night in a awful motel how can everyone can afford it? Because of staff not showing up to work, the thousands of us were not able to get home for the holidays. We were just informed of a second rescheduling and will need to stay another night. While there is the side of the employees not being treated fairly, this is a business of hospitality. We all know those that just don’t want to work or play sick. I just want to get home with my kids and can’t
Steve says
Why people fly Southwest baffles me. It may be a few bucks cheaper, but you don’t get anywhere near the experience you would at United, American, or Delta. Alaska isn’t much better, but it does have some version of business class. Southwest has cattle class, and that’s it. And no interline service with you luggage; if you’re changing airlines somewhere you get to go to baggage claim, pick up your bags, and check them and yourself at the airline you’re connecting to. Then you get to go through TSA all over again. Not worth it unless you’re going on a very short flight in the US.
Richard C says
Title of your article “Southwest Hawaii Culture Under Attack | No Christmas LUV” indicates that SW miss treats it’s staff, yet comment by individuals who’ve either worked for or currently work for SW state differently.
Plus most if not all commenters on this subject are in agreement that if you work for SW “Mando” is a thing, employees know upfront about “Mando” and if they don’t want to abide by the rule they have the choice to work elsewhere.
Maybe it’s BOH staff that see this as an issue, but not so much individuals working for SW?
Dan T says
Sour grapes. Anyone working at SWA knows about “MANDO”.
SWA was among the first to stop mask requirements. 🤙🏾
What I see is a bunch of sorry sacks who can’t compete. I remember trying to get a flight to HON from ITO in a Monday morning and the 06:30 flight is over $300/ seat. SWA? $38.10 1-way.
Just what do you expect? There’s a BLIZZARD ravaging the Midwest. 24 died. And you whine about “MANDO”?!?
Meanwhile, I have to dodge 3-4 of your efforts to download your ph app.
John says
Dan, can’t stress enough how bad forcing people to come to work sick is in this day and age. An airline being the first to drop mask requirements is hardly something to boast about. Here in Hawaii wearing a mask was about caring for others.
Tkerr says
I used to fly for business several times a month out of BWI airport- a major SW hub ( SW pretty much built BWI years back). I was a very loyal SW business & vacation flyer. That was pre- COVID. SW is a different experience post COVID. Flight delays, no warning flight cancellations and lost luggage. Having retired in Kauai, I’m done with SW. we always flew Hawaii Air to the Islands, but now HA is my go to airline. Sorry SW
Kalola K says
As long as people want to travel, ski, receive pkgs, dine out, have electricity for tree lights, etc. during the holiday season, there will be mandos. Add extreme weather conditions, which recently crippled 1/3 of the nation, and of course workers in many trades were mandated to work. And it’s not only the holidays; this goes on year-round. It’s doubtful any business wants even sick employees to show up as they know that will just further reduce their workforce. It’s life in certain businesses. Most employees are warned prior to being hired that mandos happen. I worked this way outdoors in the arctic, whether a balmy 55 degrees or -103 with wind chill; the oil must flow; the show must go on.
Oliver G says
Nonsense. Employees have a choice. The airline environment is what it is. People get sick. Machines break. Weather does not cooperate. Sometimes “culture” is a casualty of reality. You imply that Southwest’s Mando is unique. It is not. Nobody likes Mando but sometimes it has to be. If culture is that important, it is not comparable with airline employment. There is a choice.
James says
Southwest might consider becoming a merger acquisition target and once acquired, stockholders will get paid off by the airliner that wins
Ernie S. says
James you have a sense of humor within yourself that is questionable, SWA has much more money than they know what to do with.
NEL R says
Believe me other airlines have different code words that mean the same thing. They all have issues. To pick specifically one and report on their downfalls and claim no “Christmas luv” seems a bit one sided. For example….I worked for a local airline company where that Twitter post alone would be grounds for termination. Being that it’s specifically meant for employees eyes only. Also you are not required to answer your phone while not on the clock unless otherwise stated in your contract. So by avoiding answering the phone while under a “Mando” time period while off the clock, is perfectly fine. You are not obligated to do so. Just sayin..
Reloynne says
My flight was delayed 5 time from Oahu to Maui. But I would like to thank the beautiful staff working. They showed Luv. Our boarding agent worked from 12 and stayed til the very end and was scheduled for the next
day at 6 am. I call this type of people loyal and that is what makes the wait worth it. When we reached Maui as tired as everyone was the staff came on the plane and gave us a very uplifting spirit and wishing all a Merry Christmas. Very apologetic. The crew was just amazing joking with all. Mahalo Southwest 🌲
Roy says
The mind set at SW is much the same as all big outfits, IBM, AT&T and others. To move up in the company you go where you are needed. This will require you to move around the country and do what is needed within the company. This is not good or bad, it just is a fact. When you leave the company, your life becomes yours again.
I don’t believe SW will ever run Hawaiian out of business because they have very different products.
This current nasty weather is giving all the airlines across the country a hard time.
Ernie S. says
Roy I Agree with You. I have worked in a Similar Environment, totally different Industry, and Advancement was pinned to being the “go to” person that was able to move around wherever and whenever needed. The Ability to have the hands on knowledge and abilities to solve the problems and Actually making it happen is a benefit to the company and helps climb the ladder. I see nothing new or wrong with that and helps people find motives to learn and do more. Every Industry has its own version.
Roy says
Actually from what I hear SW is easy going. Our neighbor several years back worked for a small Bell phone company. They built a new home and within a month AT&T purchased his small Bell company. He was in middle management. AT&T told him he was going to move or they would get rid of him. They had to sell their new home and move to where AT&T wanted him. In the long run it worked out for them.
Mark H says
Careful on patronizing SWA.
You don’t know what you’ve got till it’s gone.
GW says
Nobody wants to work in Hawaii? Nothing new here…
Ernie S. says
It’s not just in Hawaii, the Mainland is the same way.
RodW says
I don’t consider mandatory overtime, including consequences to be a “threat.” Seems like a reasonable condition of employment.
Kami K says
I am a current employee with southwest airlines at ogg. Yes mando sucks and the holiday season sucks in the aviation industry. But i feel that southwest takes care of their employees more than any other airlines. Today we received an email that every ground operstions employee will receive time in a half for a regular scheduled 8 hour shift double time for any additional hours you volanteer to pick up and on Christmas day receive triple time for any hours work in addition to a regular paid 8 hours of holiday pay. I was a previous employee for hawaiian airlines and I will be very honest they not once offered us any type of holiday compensation near this. They would refuse to pay an employee overtime. It wont let me write more
Kami K says
Also this pay rate started today and will last until January 8th. Last year they gave us this same compensation from nov 15 until January 15 due to being short staffed. If that doesnt show you that southwest doesnt care about their employees i dont know what to tell you. SW take care of their employees as much as they take care of their customers in my eyes.
Mike J. says
One of the major issues I have with Southwest is their lack of cooperation with competitors. Most other major airlines can rebook you on their competitors in the event of issues. Not Southwest; you are totally at their mercy.
Granted, right now all airlines are struggling. But Southwest by it’s very nature is surely the one most exposed to these issues.
David says
Thats because SWA does not codeshare with any airline. Same reason you cannot book SWA on priceline or some other third party site.
Brian P says
Worked on the airline industry for many years with a company (that briefly flew to Hawaii) that was known to be much less lucrative and positive than Southwest. This company treated any non-union employees less than ideally.
People at Southwest are typically quite content and happy. I’ve had less than ideal interactions with Southwest employees maybe once or twice over hundreds, if not thousands of interactions.
Irregular operations, or irregular ops are tough. Nobody likes mandatory overtime, or mando as it’s referred to here but in the airline business, it comes with the bennies, aka benefits!
Curtis C. says
Most of my working career was spent in the nuclear power business. During refueling/maintenance shutdowns it was common to work 20-25 straight days of 10 and 12-hour shifts. The overtime checks were really nice but the bottom line was, it was the career that we all chose.
Diana says
I do not work for SW. I am a stranded passenger since Friday w/1st available departure Monday. It is aggravating to read on sided stories of how people perceive things to be. I will give SW the benefit of the doubt that it is merely trying to express to its Team that It Needs all hands on Deck. They get to tell passengers “let’s both be patient, we are both having a long day. I am trying to help you. Let’s hit the reset. SW has been great to us in Working hard to get us rebooked. We are a fam of 4 who will now fly in pair of 2s in 2 different planes on Monday. Took hours but they right away helped. During this time of yr we should all look for brightness not a reason to fault. That can wait for later. How can the prez mess be cleaned up.