weird... i love Southwest Airlines... it is my favorite... they have always been accommodating, even when i have made mistakes...
I probably have flown well over 500 flights on SW.
When I have a problem, I call them and politely explain the problem and they take care of it.
I often deal with gate agents at the time and it is usually handled promptly.
The difference is I am polite, explain the issue carefully and allow myself to understand what the person I am talking to can and cannot do.
I see people all the time that just get mad. There is often no chance of helping them.