Also @whitesoxfan
im sorry of your bad experience on Wednesday I know they were a mess then and from what I have seen and heard from some of my friends it was a disaster that’s not the normal but unfortunately with the extra people in town flying out it made for a headache and it did take some time for kinks to be worked out
my guess is the line just kept growing from passengers missing flights and having to be rebooked and that takes time sometimes rebooking can be fast other times there’s a passenger who can’t decide what they want to do and hold up the line if you know what I mean.
id recommend sending an email to southwest sharing your experience and maybe they will be able to offer you a voucher for the inconvenience especially since you had to take a later flight
my recommendation for Southwest as another customer like yourself would have been to issue a waiver for all AUS flights once they saw what mess they were getting themselves in to that way people could change flights on the app/website without a fare difference and no agent required (similar to what they do for weather) of course HQ usually deals with those waivers but the line would have still been there for checked bags and other things but maybe slightly shorter.
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