Glossary of Airline Terms

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