Here's a little more info for you, it's a response to a comment on the TUS paper's web site (who has pulled the article):

Southwest Airlines takes Customer Service very seriously. We actually have a proactive Customer care department that contacts Customers when issues occur on flights. Many times these explanations arrive at the Customers' homes before they return from their trip.

Southwest is not categorizing a mechanical issues on board our own aircraft as Force Majeure (FM) as this article and headline incorrectly state.

Simply put, Southwest had never before defined Force Majeure Events in our Contract of Carriage (CoC). In our latest update, we offered our FM definition (p.2 of the COC) which states that "a Force Majeure Event means any event outside of Carrier’s control" and so the "mechanical difficulties" we are referring to as FM events would be those outside of our control, such as airport mechanical difficulties (e.g., the airport de-icing system breaks) or Air Traffic Control issues (e.g., airport or regional tower goes down). We are not referring to our own aircraft mechanical difficulties, which would clearly be under our control. Our policies and practices confirm this interpretation. None of our procedures have changed--we still accommodate Customers exactly the same as we did previously in the event of our own aircraft mechanical issues occur.

Again, Southwest has not changed it's policies when handling a mechanical issue on board our aircraft, and we don't plan to. We still uphold the same level of Customer Service our airline is known for and has been known for the last 39 years.