This is the best (almost) airline I have ever flown. The staff is so friendly, which is unusual in my experience. Our flight was delayed, making us unable to make our second flight, so they happily changed our flight all together. They also upgraded us to row 10 which meant more leg room, free food, free booze, early boarding, etc. That was really nice and really appreciated. Rachel (via Boston) helped us through this whole process and she was seriously outstanding. Excellent customer service from her, super helpful, friendly, sense of humor, great work ethic, etc.
I have noticed on this trip however, that nearly all of their flights are delayed. 3 out of 4 of our flights from this trip have been serious delayed. I am waiting 4+ hours in SFO right now trying to get home. Maybe it's just bad luck or coincidence but I've never had this many issues with delays/cancellations and it's really frustrating. If these delays were not such an issue this airline would have gotten 5 stars.