@rca19 wrote: I wish I knew how to escalate this further You can always write an old fashioned letter to Southwest, the "Write Us" address found on the "Contact Us" page is: Southwest Airlines P.O. Box 36647-1CR Dallas, Texas 75235 As another customer I think you should mention that you aren't asking for anything other than to help improve the experience for others and that you'd like to escalate the issue within the organization. My two cents.
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