text: A company that used to have great customer service and on-time flights that has deteriorated to unacceptable levels. I used to fly them almost exclusively but wondering if your plane is going to arrive with each trip forced me to switch. And anytime you had to talk to someone good luck...they always seemed annoyed when dealing with customers. That was 2 years ago. \n\nAdvance to 2014 and I have some miles left that if I don't use I forfeit. So I decided to take a trip to Vegas. The flight out was only a few minutes late - not bad. The return flight? Well I'm still waiting to get home and I'm on standby for the next 2 flights - both of which are oversold. Tried to work with an agent to see that my options were and rudeness and lack of empathy don't begin to describe her behavior. Never even an apology - no service recovery attempt at all. I've written to their customer service department and will update this review when/if I get a response. \n\nSo this will be the absolute last time I use this airline and gladly so. Even a \"free\" trip using miles isn't worth the way I've been treated today. \n\nUse a competitor - you'll be better off. Good luck out there.