I would think the phone reps are trained to make reservations
and answer questions. I would send complaints of an IT nature
to the corporate office. This is where the managers must be.
Does SWA outsource their IT dept or is it handled internally?

Any thoughts why their system is so messed up? Certainly,
they can see how much money they are losing with all these
issues? Is it just me or is the Titanic~SWA sinking?