Let's make this simple. Anyone who gives Southwest less than 4 stars never flies. They were delayed? It happens. You missed your flight because of a delay? Get over it. It happens. It's not the agent's job to accommodate YOU and forsake everyone else. You don't like not having an assigned seat? You knew that when you booked it, so you have no right to complain. Ditto for check-in procedure.
I'm a Million Miler on American. Now THOSE GUYS suck. They treat customers like we owe them! I'm a fourth of the way there on United. If they could figure a way to engineer the seat any closer, they would. Year after year, I'm either A-List or A-List Preferred on Southwest. Honestly. What's not to like? The friendliest staff of any airline in the US. If you're nice to them, they treat you like a million bucks.