I agree with @dfwskier to get in touch with Customer Relations, also available via Twitter (@Southwestair). See this link for context: https://www.southwestaircommunity.com/t5/Knowledge-Base/Submitting-a-Suggestion-and-or-Complaint/ta-p/87244 Also one technical note to avoid confusion as aircraft type was referenced in the original note (for others who read this post in the future). Southwest currently has three variants of 737 aircraft in their inventory: 1. 737-700 2. 737-800 3. 737 MAX 8 Note that it's confusing because two of the aircraft variants have an "8" in there but the "-800" and the "MAX 8" are not the same aircraft. This is a page with MAX 8 FAQs: https://www.southwestaircommunity.com/t5/Southwest-Stories/Boeing-737-MAX-8-FAQs/ba-p/88171 Double check what notification method was selected when the tickets were booked as the MAX 8 FAQs page states: How will I know if my flight is cancelled or delayed? In the event of a flight delay or cancellation, Customers are notified via the method selected during booking (phone, email, or text). Customers can proactively track the status of a flight using our Flight Status Tool on Southwest.com
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