Joseph Caudle

Joe Caudle, a ramp equipment coordinator at Dallas/Fort Worth International Airport, has seen a lot of change during his career — not surprising, considering he has worked in the airline business for 58 years. Joe joined Trans-Texas Airways as a customer service representative in 1951, and was there when the airline merged with Continental in 1983. "We had nine DC-3s and flew only in Texas," he says. "I never thought in my wildest imagination that someday I'd be able to fly all over the world.

Of many great times over his career, Joe looks back with fondness at the 1990s, when Continental found a solid footing after years of struggling. "We got some top executives who really turned this thing around," he says. "That whole period was very good."

Some people say the airline industry's glamour days have passed, but from his perspective Joe says, "It's gotten better — for passengers, employees, and the airline in general. We probably have the best executive staff in the industry. I credit them for where we stand now — the most admired airline in the world." — David Plunkett

Norma Heape

You might think a woman who has been assisting passengers on planes for 52 years would have a blasé view of the globe, but Norma Heape, Continental's international service manager (and No. 1 on the flight seniority list), still sees the world as ripe for exploring. Top on her list of places to visit? Iraq. "I've seen all the seven wonders of the ancient world except for one — the hanging gardens of Babylon," says Norma. Her list of 25 never-seen locations (all of which she hopes to visit in the next year) is rounded out by the island nations Malta and Cyprus and the tiny European nation of Liechtenstein.

Embracing a professional ethic that would make Hercules weep, Heape emphasizes flexibility, working hard, and grabbing every opportunity. "Flexibility is the big word in aviation. If you're not flexible, you'll never make it. Planes, they go on time, with or without you." Her advice, while helpful in her industry, can also apply to every man, woman, and child: "If you work at the job and do what's expected of you, it makes it a lot easier."

Though some ask her when she'll retire, Norma plans on working until she is unable to perform her job duties with the hewn precision her co-workers admire. Thanks to Continental's lack of a mandatory retirement age, Norma will be helping travelers for many years to come.
— Meghan Joyce

Walter Hayes

"I started as a mechanic with Trans-Texas Airways in 1962," says Walter Hayes, "but we called it Tree Top Airlines because all we flew in the beginning were DC-3s." Now an inspector at Hobby Airport in Houston, Walter looks back on a long career. "I was 24 when I walked into my garage on the first day. I was the youngest guy." Walter worked with mostly ex-military aviation mechanics. "They did their jobs like they were still working in a combat zone," he says. "They got their jobs done with military determination." And they knew how to have fun. Walter remembers they were terrible pranksters. "One time they warned me the crew chief had his eye on me and then they left me on top of a plane's tail with nothing to do but sweat," he laughs.

Walter was one of the youngest employees ever to make inspector. Now, at 71, he's the oldest guy on his crew, and he's aware of that. "I've asked my foreman to make sure I don't slack off," he says. But after 47 years on the job, he's still going strong.

"I love working for Continental," Walter says. "I love the people. I wish the best for the company. These are the hardest times I've seen. But we'll fly through it. We're the best at what we do."
— Andrew Eitelbach

Robert Neel

Bob Neel has been fascinated with airplanes for as long as he can remember. "They've drawn my attention since I was a kid during World War II," he says. So after four years of tinkering with electronics and radios in the Navy, a career in avionics seemed like a natural fit. "I was looking to work in Houston and Continental had openings. So when the opportunity presented itself, I jumped at it." And for the last 45 years he's been happy he did. "I never found anything better," laughs the master engineer, who specializes in satellite communications.

"When I first started here it was a different world," Bob says. "The radios I worked on used vacuum tubes, weighed as much as 50 pounds, and had a range of 200 miles. Now they're all solid state with digital computers — they weigh five, 15 pounds at the most. They provide instant communication to anywhere in the world." What hasn't changed? "Our safety standards," says Bob. "They're as stringent today as they were when I started. That's something that will never change." — A.E.

Jo Anna Couch

"I'm from the Robert Six days," says Jo Anna Couch, who started her career in reservations, writing bookings on 3x5 cards and stashing them in a shoebox. You can hear in her voice just how fond she was of the man who ran Continental from 1936 to 1980. "He was wonderful — I just can't say enough about him. One time I was on a flight to Mexico City with Mr. Six and his wife, Audrey Meadows. During dinner, Mr. Six bit into a roll that was hard, and he threw it down the aisle and yelled, 'This isn't any way to run an airline!' Trust me - the rolls were never hard after that." Jo Anna says the day Six announced his retirement was her worst day. "We were crushed that he was stepping down, not knowing what the future would hold," she remembers. "Then in 1994, when Gordon Bethune took over, he shined a light on the horizon. I think Mr. Kellner is doing really well, with even greater challenges than past CEOs. I'd put him up there with Mr. Bethune." And that's high praise. Bethune has told Jo Anna he'll come to her retirement party. But after 44 and a half years at Continental, she has no plans to retire.
— Gail Harrington

Jo Strauss

Back when Jo Strauss started at Continental, the airline had just been awarded its first international routes. "They didn't have anyone who knew how to do international ticketing and tariff, so my travel agency experience helped me get that job," she recalls. "Back then there was no computer reservations system. Everything was done by hand. On my first day of work, I walked in to find a woman named Emily Wilkes standing by the counter, who scowled at me and said, 'It's about time you showed up.' We became best friends." Since then Jo has played many roles, including inflight supervisor, and witnessed many changes. "We've been up; we've been down; and we came full circle after Gordon Bethune, who made us feel responsible for the company's success. But one thing that's never changed goes back to Robert Six: we still want to give customers the best experience from the time they board the plane until they get to their destination." — G.H.

Juan Hernandez

An airport sales agent at Monterrey International Airport in Mexico, Juan Hernandez celebrates his 40th year in the air travel industry in 2009. "I was 18 years old when my dream came true," he says. "I always dreamed of working for an airline."

Juan joined Texas International Airlines in 1969 as a porter agent and has been with Continental since the two airlines merged in 1982. He's been in customer service since 1986 and says he especially appreciates the opportunity his job gives him to interact with people. "My best experience has been taking care of three generations of customers," he says.

From his early years in the business, Juan has fond memories of the 727-200 jets that prompted a boom in international air travel in the 1960s and '70s. "It was an unusual sight to see on the ramp," he recalls of the then-revolutionary design.

Despite his longtime service with Continental, Juan has no plan to retire soon. "It's been 40 years, and who knows how many more?" he says. "I wouldn't change a thing I've done." — D.P.

Yvonne Duncan

For Yvonne Duncan, working for an airline was always what she hoped to do for her career. "Back in 1969, I was working as a service rep for the phone company, but I had really always wanted to work for an airline because both my mom and uncle worked for one. And when I got married, my husband worked for one as well. We're an airline family; it seemed like it was in my blood." Her wish came true the day she answered an ad in the paper for a position as a reservation agent at Continental's Hawaii office. "I really wanted to work with people and was always interested in customer service. So I went to apply, and there were over 300 people waiting, with only about 30 positions to fill! I was so happy when I got the call that I had gotten the job. I really wanted to be able to help someone experience travel," Yvonne says.

Over her 40-year career at Continental, Yvonne has seen significant changes, but she couldn't be happier about her choice to stay with the airline. "Sure, we had some hard times, but I've really enjoyed working for Continental. I stayed on as customer service representative/lead agent, and then became a supervisor in 1995," she says.

"Right now, I don't want to quit what I'm doing. I really enjoy my work and the people I work with. So I have no intentions to stop working. People often ask me, 'Don't you want to retire?' and I always say, 'And do what? I love what I do now!'" — Jenn Snively

John Philpott

After speaking with Captain John Philpott, one might think the desire — and ability — to pilot planes is a genetic thing. After all, both John's father and uncle were captains in the early days of the airlines. But to add another layer to the "family business," not one, but all three of John's daughters followed in his footsteps and grew up to become Continental pilots as well. (Micki and Kristen are both first officers flying 757s, and his youngest, Angie, is a captain at Continental Express.)

Back in 1972, when John was hired at the young age of 23, he knew Continental was the airline for him. "I learned to fly as a civilian pilot. I grew up around planes. And when I first started to look for work, Continental was my No. 1 choice of airlines. I had a couple of friends who had been hired by Continental, and I just loved the attitude of the airline. It was smaller than most other major carriers at that time and had a can-do kind of spirit that I really liked."

John started as a second officer, flying 727s, and quickly climbed the ranks at the company, moving up to DC-10s, 737s, 757s, 767s, and eventually 777s — the plane he currently pilots as captain, flying the Houston-to-Amsterdam route. "It's my favorite route. But prior to that I was flying to Paris." John's been flying internationally full-time since the late 1980s. "I'd say the most enjoyable city to lay over in was Munich. I once took my wife on a two-day layover trip and we rented a car and drove through the Alps. It was a terrific experience." John says that while his wife has had plenty of opportunities to obtain her own pilot's license, she's happier riding as a passenger — unlike their three girls. And hopefully one day their grandchildren will continue building the family tradition. — J.S.

Joan Twilley

For Joan Twilley, a temporary position morphed into a lifelong career at Continental. One woman's maternity leave in 1974 turned into another woman's 34-year journey. Joan started out as a file clerk, made stops in prorating, pricing, and ticket stock, and then transitioned into the accounting clerk role years ago, working her way up to Accounting Clerk V at Continental headquarters in Houston.

Furloughed three times during difficult periods for the airline, Joan was reoffered her job each time and kept coming back, happy to rejoin the team. Great supervisors and her level of independence are what inspire Joan to call Continental her home away from home.

Joan doesn't have to fight the urge to don her rose-colored glasses while reminiscing about air travel's storied past. "I think it has improved because of everything offered on the plane — you have your own TV, and the food service has improved." — M.J.