I sent a similar to message to SW a few months ago, actually a post on X. They sent me this DM.
"Thank you so much for following up. As you may know, preboarding is offered to Customers needing assistance for various reasons. We work hard to maintain the integrity of the boarding process while providing appropriate accommodations for all who fly. Since many disabilities aren't visible, we're unable to question the validity of preboarding requests. Given that you purchased are A-List Preferred and earned a prime boarding position, I can imagine how frustrating it must've been to see so many Customers boarding prior to general boarding on this particular flight. While Customers with disabilities are not restricted to a specific age group and many have disabilities that are not necessarily visible, our Employees are trained to ask a Customer who requests preboarding certain fact-finding questions to determine if the Customer qualifies to preboard. If a Passenger qualifies based on their answers, we must grant preboarding to that Passenger. Still, I regret the frustration in this situation. I can assure you, I've documented a formal complaint on your behalf. This will be made available to the appropriate Senior Leaders for their awareness. -Brytani"
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