I hate to say it, but I am just being honest as a former 4+ year airline employee, but I doubt AA cares about the 8 to 10 tickets that you will go elsewhere for, or that you will place this story in a blog. If they cared in the first place, they would have resolved the situation. That is just it. The airlines do not care. They understand that while you have experienced an inconvenience and are bringing your business to SouthWest, along with your family and friends you will inform of this incident, there are also others who are experiencing an inconvenience with SouthWest and other airlines that will do just the same and will end up flying somebody else next time, as well, such as AA. There is a forum here for SouthWest complaints. They aren't perfect either.
I think that is the point that some people miss and why using the line that "I am going elsewhere" or "I'm never flying [insert airline here] again" doesn't bother the airlines and is a waste of time for the customer to use those lines. If it did matter to them, they would resolve these issues to keep the business. They don't care.
It is ashame that you experienced this, but it is unfortunately the way of the airline industry unless and until some major changes are made to regulate it again.
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