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an hour delay pretty late at night with no explanation or updates

Boarding with Southwest is not a great time. Because of their policy of no assigned seating, everyone gets to the gate early and the gate area is packed waiting for the boarding process. No one wants to miss their place in line and have to sit in a middle seat or other less desirable seat. When a plane is delayed (mine was delayed 1 hr) then the area is packed for an even longer time. It is harder to wait in a more comfortable lounge or go get a drink or some grub at a restaurant to pass the time. Oh, and if your connecting flight is late and you are in the A group, it does not matter, even if you paid to get the coveted A 1-15 slots, you are relegated to what is left. It may be Southwests fault that the connecting flight is late, or it may be the weather or other factors but you still end up with a bad seat. Families or friends flying together? Unless you are lucky enough to have a child less than 2 years old you may not get to sit together. I'm sure the family of 4 with kids 3 and 5 years old, really appreciate that. Although, I normally encourage people to be considerate of others, I would encourage customers not to give up their chosen seats for these people to force Southwest to change their seating policy. I think that is the only way Southwest will change.

Took over an hour to get checked bags.

The crew on this one were probably tired…but it doesn’t excuse them being rude to my wife and kids

I like that they are a discount airline. I don't like their seating policy. It makes it very hard for families and companions to travel together. They will have to significantly beat other airline prices for me to continue to fly with them.

There were many delays that day.

Very poor customer service regarding missed connecting flights due to the airline delays. They lied claiming it was due to weather but the employees said they were actually just looking for a pilot!

We were stranded in Baltimore after the airline delayed the flight causing us to miss our connecting flight! We were told our connecting flights would be held which was a lie. Most of us missed our missed flights and were rebooked for the next day but they wouldn’t give us hotels because that’s no longer their policy. Then the agent at the Southwest desk in Baltimore would not even apologize for the inconvenience. She defends the airline!

Thoughtless mistakes by ground crew, causing a delay that caused multiple missed connections.

Got boarded and sat at the gate for nearly an hour…