[Ombudsman]

Not much of a "back story" so correct me if I've "filled in the blanks" incorrectly. I fly Southwest very infrequently so I do not have much first-hand knowledge of their Rapid Rewards program however it sounds like you are an elite with "CP" status which rewards you with a companion ticket allowing you to fly and bring a companion for free.

By it's very definition a companion fare or companion ticket means that you and your companion travel together. Not just from and to the same airports on the same days but on the same itinerary/flights as well. From your account it sounds as if for reasons you did not disclose you were requesting that the Southwest employees you dealt with bend/break the rules to allow you and your "companion" to take different flights. Perhaps you and your "companion" could not depart at the same time so you wanted to fly earlier and your "companion" later in the day? Once you are no longer traveling together you are no longer companions under the rules. Although airlines sometimes bend/break rules in exceptional circumstances it should not be expected that they do so all the time nor should the refusal to grant your request be misconstrued as receiving poor service. You asked and they said no. End of story.

Let's use a non-airline scenario. Payless shoes will often have buy one get one or BOGO sales. If you buy two pair you pay for one at full price and get the second of equal or lesser price half off. By your definition of "customer service" if you walk up to the register with a $30 and a $40 pair of shoes and ask that they discount your purchase by $20 instead of $15 and are told it cannot be done that would be poor customer service?