when i was working customer service, if we had a delay...no matter what the reason, we updated our passengers every 20min or so, or everytime we had new information. i believe customers have the right to know what the delay is. i always hated telling the customers, plane is due to depart at 3pm, then it doesn't then its 3:30, sure people yelled at me saying "how come" or "you said this time first now its this time". Soutwest should have told you why the delay, most the time the agents know...if they call their dispatch center or if their is good communication. i dont think the agent was trying to be funny, i think she was trying to make light of the situation. could you have tried flying stand by on flight 143? just wondering, but im assuming the planes were pretty full after it being a holiday, never hurts to try though.
i dont know if you saw on their website, but you can write to southwest...
Southwest Airlines
P.O. Box 36647 - 1CR
Dallas, Texas 75235-1647
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