Soaring as a Visionary Leader at Southwest

Play video:

James Ashworth, the Vice President of Customer Care at Southwest Airlines, has dedicated his life to both his career and his advocacy for the visually impaired. As an active member of the Foundation Fighting Blindness Dallas Fort Worth chapter, James has made significant contributions to the community, driven by his personal journey with rod-cone dystrophy.

James’ vision loss journey began over 20 years ago in the late 90s when he noticed something unusual while driving—the lanes on the road seemed to disappear. This alarming experience led him to seek medical advice from several doctors in Atlanta, where he resided at the time. But it wasn’t until he visited Dr. Eliot Berson at Mass Eye and Ear in Boston that he received a diagnosis of rod-cone dystrophy.

“When I was first diagnosed, I was eager, and I didn’t want my loss of vision to get in the way,” James recalls. “So I surrounded myself with a strong support system and positive people, and I tried to learn as much as I could to adapt and thrive.”

Over the years, James has witnessed the progression of his vision loss, marked by annual milestones like birthdays and Christmas. However, advancements in technology have played a crucial role in helping him adapt. At work, he relies on Fusion™ software and uses Apple products and apps like Seeing AI and Aira Explorer.

James’ passion for the airline industry spans nearly three decades, a journey that began with his father’s career at Eastern Airlines. This early exposure laid the foundation for James’ own successful career in airline management. As Vice President at Southwest Airlines, James leads the Customer Engagement and Customer Support and Services Departments and is responsible for leading efforts to develop and implement strategies that ensure innovative technologies are introduced, improve service quality, and align customer satisfaction initiatives so Southwest customers and employees continue to feel welcomed and cared for.

Beyond his professional achievements, James is a long-time advocate for the blind and visually impaired community. As the Executive Sponsor for Southwest’s ABLE Employee Resource Group, he is committed to supporting individuals and their families impacted by vision loss in various aspects of life, including education, employment, and daily living skills. James also spearheaded a collaboration with the Georgia State Rehab Council to employ the blind and visually impaired in Southwest’s Contact Centers. This initiative has since expanded to states across the country, providing many employment opportunities for the blind and visually impaired community.

“I believe I’m a better leader because I have low vision,” James says. “And I believe my family is stronger too. We’ve had to learn things differently that have challenged us, but it’s been more of a help than a hindrance, in my opinion.”

James’ optimism and positivity are evident in his approach to life and have gotten him to where he is today.

“If you believe, you can,” says James. “You have to learn, and it may be challenging, but you have the power to thrive and be your authentic self.”

And as part of truly embracing himself as someone with vision loss, James has an unwavering dedication to the Foundation Fighting Blindness.

“I love the Foundation Fighting Blindness’ mission,” says James. “They’re very focused on research, but they also support the community in many different ways. They’re an excellent resource for individuals affected and employers who may be looking to hire those in the community.”

While James has little he would change about his life now, he acknowledges the significance of finding a treatment for vision loss. “A treatment would mean a lot to me,” he admits. “But it would mean even more to those newly diagnosed, and I would love to help those who don’t have the same support system that I have. That’s one of the things I love about the Foundation, they are steadfast in their mission to find treatments and cures, and they’re groundbreaking in this space.”

James shares his story with the hope of inspiring others. “I’m sharing my vision because I believe that sharing my story will hopefully inspire others to believe they can achieve greater heights than what I’ve done. I believe my journey has been positive for me, my family, my career, and those that I lead, and I hopefully will inspire others to believe the same way.”

Will you join James in sharing your story too? During Blindness Awareness Month, we invite you to be a part of our #ShareYourVision campaign. By sharing your vision loss story, you can help spread awareness for blinding diseases and inspire others!