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When I started working on Southwest Airlines, I kid you not, only people flying on business and very wealthy people ever flew.

The spirit of Southwest Airlines is exuberant, it's caring, it's dedicated, it's diligent, it's fun, it's rewarding, it's a joy.

Southwest Airlines is successful because the company understands it's a customer service company. It also happens to be an airline.

When I first came in the business, I had a couple of close calls on planes going to London for shows. There was one time where the plane had to fly around until a storm ended, and then we started having a question about fuel, so we had to go through the storm. It was the worst thing that ever happened in my life. That really messed me up.

There is something about the airline industry that really grabbed me.

The bravest thing I've ever done is fly to New York. I'm simply terrified of aeroplanes - I am the woman you see weeping at the airport.

I'm scared to death to fly commercial... I have not flown commercial since 9/11.

My wife had taken off on a plane. Two airplanes had crashed into the World Trade Center. I, of course, like any other person, felt potentially devastated, panicky a little bit.

The people of Southwest have always been my pride, my joy and my love. Their indomitable dedication and esprit de corps have taken Southwest from a three-airplane dream to a 500-airplane reality.