I can't believe someone would expect an airline to hold a flight for 20 minutes. As mentioned above, the chain reaction could have resulted in hours of delays. I fly often and have been doing so for years. For the past 4 years, I only fly Southwest; if they don't fly there neither do I. I;ve only experienced 1 flight delay with SW and can't same the same for Continental/Delta, American and United!
Keep up the good work Southwest!
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