I find that hard to believe that Southwest cares one bit about their customers, this is just a PR ploy because they are LOSING customers due to shoddy service. My stepson was here visiting and his flight back home from here in Philly got canceled with NO notification to any of us and NO apology to my wife when she called to find out what was up. When my wife called them the first time, the customer service rep said there's nothing they WOULD DO and REFUSED to get a supervisor when my wife asked to speak with one, telling here that they don't have supervisors and HUNG UP on my wife. She called back and had to fight to get to speak with a supervisor, they would only give her a flight for him the next day! The next flight was the next day and they REFUSED to put him on a flight with another airline! He nearly lost his job and nearly got flunked on his mid-terms because of this. It was only because I had saved a copy of their web page showing the cancellation that he didn't get in trouble at college or work.
There is NO excuse for this behavior!
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