I love Southwest Airlines, I've flown with them a lot in my short history. Usually they have a great customer service and for certain flights they're great. But the truth is this experience has really shaken my faith in Southwest Airlines. This apology really stinks. I know this policy has been in place for 25 years, but you just need to make this right. You need to change your policy, clarify it, and improve it. Your company espouses a image of a business that does not believe in business as usual. This apology is business as usual. Do better, and restore our faith in your company.
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