Well, I'm someone who usually lurks on this board, but when I saw Droneklax's post, I felt compelled to respond.

As someone who works for SWA (and please don't ask me any questions, because I'm pretty low on the food chain), I was outraged on his behalf by his story. Droneklax, on behalf of my co-worker, I apologize. That it certainly not acceptable behavior from ANY airline employee, much less a Southwest employee. There is no excuse for it, even if that employee was having a bad day.

If the story you tell is true...please, make sure you write into our Customer Relations group. Give them the facts, the flight #, a physical description of the employee, when and where it occurred. You WILL get a response, and they WILL investigate the situation. And if this did indeed occur, they will discipline the employee. And frankly, I don't want to work next to someone who has that poor of attitude and verbally abuses my customers. Better to get rid of him now.

Again, I'm sorry for your awful experience. Please don't give up on us yet! We've been working at a breakneck pace since 9/11 to preserve a good airport experience for our customers. And I think we're doing pretty good, considering the incredible number of changes we've had to implement since 9/11, many of which are transparent to you. We may not be able to find solutions that fit everyone's wants and needs, but we'll do the best we can for you!