Big companies like Wells and Southwest are in it for shareholders, not stakeholders. Profits get to shareholders and they are short sighted. Southwest hasn't invested in technology, processes and people like they should have. Neither did Wells for years.
If you want them to change, quit doing business with them! As long as people keep booking flights or buying their products, they will not change. There are alternatives folks!! There are reasons why these companies are regulated, because they need to be. Thought they are not regulated enough by reactive government bureaucrats.