I’ve flown with them quite a bit and while I initially liked them, they’re absolutely shitty if they ever make changes to a flight. I’ve booked direct 4 hour flights that they then cancel and stick me on a 12 hour flight with 3 layovers instead with no way to change it other than literally sitting on hold for 2 hours. Their website is absolute garbage and does not allow you to update or change anything on your flight even though it’s supposed to (which I just found out from Crowdstrike is likely because their whole system runs on Windows 3.1).
I’ve also had the gate agents get nasty and refuse to allow us to board early when they ask if anyone needs extra time even though we have a child with disabilities because apparently she doesn’t look disabled enough.
We also always check-in the second you’re allowed to 24 hours before the flight but still somehow always manage to get stuck in boarding group C which means we can’t sit with our above mentioned child if the plane is already full and there aren’t at least 2 seats next to each other. You can pay them significantly more to get seated early though. 🙄
Out of all the flights we’ve taken, Alaska has always been the best in terms of service and experience and typically the most reasonable on price.
Southwest is good if you’re traveling alone and don’t mind getting stuck sitting between a drunk couple who are fighting and rapidly approaching getting physical (this has happened to me) and want to save money on your baggage.