Southwest is my primary airline. I didn't know what to make of this back and forth review.
I've never had issues on SWA, no nasty employees, good communication and an all around good experiences... except for maybe a slightly faulty reclining seat.
I get FREE drink coupons, free checked bags and sometimes more Bailey's without a coupon.
It's the Southwest culture you have to get and understand before "lining up" and getting on the plane. If not, you lose.