Hi everyone,
Hopefully, I can clarify. First off, our rules for denied boarding compensation are laid out in two places, our Contract of Carriage and our Customer Service Commitment. These are available at southwest.com under "Travel Tools" and then "Policies." As for delays, there is no set compensation guidelines. Many delays are short in nature, but they are inherent in any kind of travel. However, we do have a Proactive Customer Service Department that monitors our operation on a daily basis. If there are flights with lengthy delays or some kind of unusual operational issue, they will write every Customer on the flight individually. "Msraz" and "JohnDunn" above were on such flights, and I actually was the one who, if I remember correctly," wrote the Chicago Customers mentioned in John's letter. (I used to work in the Executive Office.)
Brian