We have been faithful customers of Southwest for over 20 years. I have never experienced such terrible customer service and scheduling in all those years! We have taken 4 flights in the past week and EVERY one was late. First due to mechanical issues, and others due to a person on flight crew not being there....was over an hour late on 2 flights for this! That is not coincidence, that is poor planning. I have called Southwest the past several days. Wait times are 86 minutes, 62 minutes (was disconnected), 100 minutes, 96 minutes, and tonight I have been on hold for 2 hours!!! This is ridiculous! I use to love Southwest and appreciated their customer service. Whatever changes they made due to COVID need to be undone! It is NOT working!