The weather affected my holiday travels (not for Southwest.) I sat at the gate behind 20 other people in line, waiting. I called the support number and tried t

The weather affected my holiday travels (not for Southwest.) I sat at the gate behind 20 other people in line, waiting. I called the support number and tried to use the app while on hold. The person on the phone managed to snipe a flight that put me home four hours later than my original plans, with a free, unsolicited upgrade to first class. The best the app showed me was a 48 hours delay. Nobody had showed up to help the line of people by the time I was off to find a comfortable seat. I usually dislike talking to people. When it comes to stressful situations or customizations that aren't cheap (think cars or dining out,) a living, breathing professional is going to be much more useful than an inherently limited screen.