Same complaint. Paid for upgraded boarding and happened to be on a cruise specific flight. Had 22 wheelchairs plus their companions and numerous other preboarders. I was in the A1-15 and I think we got on after 50 people and I am now demanding a refund. If you pay for something you do not get, you should be entitled to a refund. It is funny how with all the other airlines you have to pay for what you get. PS. Delta is great! I have no issue with passengers that have disabilities boarding first but they are not paying for business select, 1st class or Comfort plus upgrades so they typically are not sitting in the first 10 rows. You have to pay for that luxury as they should with Southwest.
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