Dealing with customer service issues overtime helps you appreciate great customer service and also be able to spot poor. While flying Southwest airlines back from training in Houston, Texas I had a layover in Chicago which lasted three hours and then some. The flight didn't have a plane so they had to find a plane and our flight was delayed. Then the plane they found had too much fuel so then they had to take some of the fuel out. Then they moved us to another gate. I went to go eat dinner after checking with the gate agent and they said I had time to go eat. They never announced the plane came in and they boarded the plane. I was one of the last two people to board the plane and when I talked to the lady at the desk who I just checked with 15 minutes prior before I went to eat and she said "oh well." That flight had a six hour layover I had lunch and dinner at the same restaurant while I was waiting at the gate area. And this desk agent took no ownership, made no announcement, and didn't apologize. Learn how to deal with customers, own the situation, and handle the situation. After all, it's the right thing to do and it models the way for others.