Is SWA an official participating airline or not?

[NotUrsula]

Just a point of information - i.e. not an excuse in any way - the RAC personnel work for the airport. They're not Cast Members.

Which is why I didn't say that they were, if you noticed. I said that it was the worst employee interaction I've experienced on Disney property, and it was. We recognize that not all service employees that one encounters on-property actually are Cast Members, but as Disney has contracted with Bags, Inc. to perform an on-property service, Disney still has responsibility for ensuring the quality of that service: if it does not meet resort performance standards it should go. Copies of the letter went to Bags. Inc.'s Orlando HQ, to Valerie Bunting and to Meg Crofton's office.