| Customer Service Agent |
| Customer Service Supervisor |
| U.S. Department of Transportation |
| Downline report, prepared by the departure station and contains passenger breakdown, cargo loads, Pilot names, downline connections, and passengers needing special assistance. |
| Federal Aviation Administration. Part of the U.S. Department of Transportation. |
| Federal Emergency Management Agency |
| Southwest’s Dallas Headquarters Building. Also called HDQ. |
| Any material (gas, solid, or liquid) that can cause damage to persons or property. |
| Southwest’s Dallas Headquarters Building. Also called G.O. |
| International Association of Machinists, the union representing Southwest’s Customer Service and Reservations Sales Agents. |
| International Civil Aviation Organization, the international agency in charge of air safety. |
| A listing of all passengers onboard an aircraft. |
| National Transportation Safety Board, the independent federal agency responsible for transportation safety, including the investigation of aircraft accidents. |
| Office of the Armed Forces Medical Examiner. |
| Operations Terminal Information System. A Southwest computer system that contains flight times and Operations information. |
| Passenger Name Record, the actual reservations information stored in SAAS. |
| Reservations Sales Agent |
| Southwest’s reservations computer system. |
| Southwest Airlines Pilot Association represents Southwest’s Pilots. |
| Transport Workers Union, represents Flight Attendants, Operations Agents, and Ramp Agents. |
