I’ve been lucky to have caught a flight back to SF after cancellations and can wait at home while figuring out how to get to my original destination. What I do

I’ve been lucky to have caught a flight back to SF after cancellations and can wait at home while figuring out how to get to my original destination. What I don’t understand is how come SW couldn’t enlist help to get customers rebooked on other airlines - their phone lines were slammed (I waited 3 hours) just to get a refund since their app wouldn’t allow me to choose to rebook/cancel. If I was as customer focused as they say they are - I would’ve contacted AMEX global travel and gotten their entire network of booking agents to backfill and rebook customers on other flights.