< PrevNext > The Credit Giver Bob Jordan, Southwest Airlines CEO By Chris Davis / December 09, 2022 / Contact Reporter Share The mountain of flight credits accumulated by many organizations amid the Covid-19 flight shutdowns of 2020 spotlighted what can be a tricky corner of travel management. Finding, collecting, managing and ensuring the use of credits for paid-for but unused air tickets can be a delicate but arduous process, but it's an important one to help keep travel costs in line. Southwest Airlines in July helped to smooth that process a bit by becoming the first—and as of this writing, the only—major U.S. airline to eliminate the expiration date on all Southwest flight credits earned after July 28, or that were unexpired after that date. Previously, those credits would expire after one year, although those expiration dates were extended amid the pandemic. “It’s an industry-leading flight-credit policy,” Southwest CEO Bob Jordan said in July during an earnings call. The new flight credit policy wasn't the only move carrier made under Jordan, the longtime Southwest vet who on Feb. 1 succeeded Gary Kelly, who stepped down after 18 years as the company's CEO. Jordan, most recently EVP of corporate services, joined the airline in 1988 and served in numerous executive positions over the subsequent decades, including VP of procurement, VP of technology, SVP of enterprise spend management and chief commercial officer. Jordan presided over several initiatives, including the introduction of a new fare category, Wanna Get Away Plus, and a new corporate portal, as well as a commitment to invest more than $2 billion on enhancing its customer experience. Those plans include the upgrade of Wi-Fi equipment on its existing fleet with connectivity provider Anuvu's latest-generation hardware, the installation of USB power ports in every seat and larger overhead bins, among other enhancements. Southwest this year rolled out the new fare category, which offers same-day confirmed changes and sits between the carrier's Wanna Get Away and Anytime categories. Southwest last summer touted the nascent fares' appeal to the corporate market, given the same-day changes. The carrier's new corporate portal, dubbed Southwest Business Assist, debuted in August. The tool offers buyers dashboards, automated processing of contractual benefits, travel funds management, account performance and receiving or requesting customer service, according to the airline, as well as expanded sustainability reporting.