I had my flight cancelled on my way to Phoenix from Buffalo. I was not alerted to delay until 6:09 which didn't help me when flight was supposed to leave at 6:30. I traveled from Rochester to make this nonstop flight and was not given adequate warning to avoid being stranded in Buffalo. Southwest employees handled the IROPS situation very poorly. They made announcement that flight was cancelled at 8pm after saying flight was going to leave at 7:15, then 9:30PM by text then 10:15 by text. They cancelled and reinstated a flight to Balitimore in the meantime but said the Phoenix flight was still delayed on June 30 2017. They stated no difference if you had luggage checked and confused passengers. There was no orderly procedure and the line was over 100 people in minutes. They had no procedure like using the boarding position so people didn't have to stand in line for an hour and a half or more. I was not offered hotel accomodations. After 2.5 hours I was tired of waiting and went to get my checked luggage and I rebooked over the phone and had to find my own hotel After this bad experience, I'm considering other airlines or transportation. Southwest needs to improve procedures in IROPS situations and not tell customers to call customer relations at 855-234-4654 on Monday morning for a flight that was supposed to leave a 6:30 PM on a Friday. Employees were mostly frustrating, supervisor Christine apologized for the incorrect info in Texas call center. Only one employee treated me with sympathy and respect. She was the person who finally rebooked me at about 10:30pm.
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