Booked a flight and hotel through the Southwest app for my nephew and family of three RT from MSP to SNA. On the return, my niece checked her family in 24hrs in advance with no issue. Upon arriving at the airport two hours ahead of their flight. When they went to check there bags they were told their flight had been changed from 10:50 to 7:00 and they missed their flight. My niece showed the agent her electronic boarding passes and the agent told her that the notice was sent to Southwest vacation and they were responsible for notifying the family not Southwest Airlines (are you kidding me)! The agent then informed my niece she had been rebooked on a flight6 hrs later. She asked if they would rebook her on the last flight of the day, which was wide open, as this would allow her family (two small children)?to return to our home and wait for the new flight. A supervisor then came out and said they would not move them, and that she was already doing them a favor not making them fly stand-by. She also told them If they wanted the late flight they would have to buy new tickets. I arrived at the counter meet the supervisor and she made these exact statements to me as well and added “it our company policy and I have already gone out of the way confirming them.
My wife and I fly at least once or twice a month Southwest was always a airlines we would recommend but with this experience never again!!!