I love SWA and will not fly another domestic carrier unless forced to! Their customer service is excellent and they make your flight a lot of fun. I have not had any problems with any of my flights. Their fares can't be beat (in my area anyhow), their service has been more than great (especially cancelling and rebooking at lower sale rates without penalties) and flights that have been EARLY more than on-time (no late arrivals!) Those are just some of the reasons I'm a SWA fan!
Airline is not going to show ALL the happy, satisfied customers because that wouldn't be a very entertaining show to watch. From what I've seen I think SWA has come off looking pretty good. JMHO!