Southwest is smart. Their fuel hedging strategy paid off bigtime.
I rarely have a problem with SWA people. I do question 'no assigned' seating. For the most part, I just print the boarding passes before hand, and I get group A boarding. No need to rush when they board. You can get your pick of a seat with this.
They have always been nice to me, at the counter and over the phone.
I only had a problem once with one of their passenger(s). I was flying non-stop from PHL-LAX, and I got their early due to Philly traffic concerns, and the construction that was going on at the airport last year. I ended up waiting for a while, there was only me and an elderly lady, and her daughter who was in her mid-late thirties. It was a full flight. We chatted for a while to pass time, and we were sitting almost near the jetway door. Then people started to lineup for the group A boarding, which is silly. So we stood up where we were at, and some lady with her dumb husband and dumber HS sons started yelling at us. I told the lady we were there before her, and I told her to shut up. (She was yelling and cussing.)
She started getting louder, and her husband was embarrased.
The mother and daughter I was chatting with held their cool. I was amazed at their calmness. I went to turn around again after one her stupid sons threatened all of us, when some one gently grabbed my arm. The daughter had long hair and a jacket. She pushed her jacket aside and I saw a badge. She was FBI if I remember. I never seen so many jaws drop. It was so damn funny.
The daughter finally said something to the effect of, "we are going to sit down where we want, just like you. We have the same boarding groups, what's the worry? I advise you to calm down, otherwise you will be removed from the airport. Don't harass my mother or any other passengers."
It was one of the funniest things I have seen. She got applause.