I have had bad experiences before with South West with delays and lazy service, but this one takes the cake. Started it with a delayed flight that led to having a lay over that was 2 hours, then when we arrived in Phoenix for the layover they delayed an additional 2.5 hours. With an almost 5 hour delay, 2 kids under 2 1/2. They had no resons or explanations.
With each boarding they do not allow families or those with disabilities on first they are 3rd section to board after premium boarders and section A.
Their staff is kinda rude and stern all the time as if people are going to attack them.
On our flight back to Salt Lake they delayed our plane for an hour, no explanation. Once we boarded they said there was some "weight distribution" issues so they had to reorganize the luggage and supposedly that didn't work so they had to move people to the front and middle of the plane. The whole situation seemed sketchy and really scary because I have never ever seen that before on any flights ever.
To top off the whole flight experience we had checked in our double side by side jogging stroller at the gate when we picked it up once we landed, one of the wheels was completely mangled and the axel bent. Keep in mind this stroller is not light and is made really durably. They had to have literally just chucked the thing and threw something on top of it. With this in mind they said that "they are not responsible for any damages" we literally had to carry our kids with a broken stroller all the way to the otherwise of the airport (that isn't small) with no accommodations or assistance.
Their service is unacceptable and unaccommodating. Their customers are not first in any way. If you families don't take them. It's not worth the price.