Star of the Month

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Teresa Merritt

Teresa Merritt is the first contact many Southwest Airlines Customers have on their journeys. As a Customer Support & Services Representative helping travelers make reservations by phone, she loves being a voice for the airline and treats each call as a new opportunity to wow someone with great service.

Teresa had wanted a position at Southwest for a long time, but Employee turnover was so low that she had to wait 10 years. When a job finally opened up in 2008 at the San Antonio Reservations Center, she discovered why it’d taken so long: Employees were so happy, they didn’t want to leave! She now finds herself in the same boat. 

Teresa comes from a large, close-knit family and is the youngest of eight children. Today, her greatest joys in life are her husband, five children, and two grandchildren. Thanks to her travel privileges, she has the comfort of knowing she’s only hours away from her siblings. She also enjoys traveling to Virginia to help maintain her family’s farmhouse there.

Southwest gives Teresa the flexibility to work hard on her own schedule. She is thankful for a secure job and the opportunity to work with amazing People, who she believes make all the difference at Southwest. “It is such a joy to be a part of an environment of support and camaraderie,” she says. 

In her free time, Teresa enjoys gardening—she even met her husband in an American Horticultural Society Master Gardener class. She is deeply invested in a sustainable lifestyle, which includes nutrition, natural remedies, and awareness of green initiatives. She loves volunteering in classrooms and participating in plant swaps. Her perfect day is one spent in the garden with her husband, their dog, and a compost pile.

Teresa, it’s clear that you are this month’s Star for a reason. Thank you for your dedication and commitment to Southwest and for so enthusiastically sharing the first step of a caller’s journey toward becoming a lifelong Customer. —Alexis Anderson



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