On one hand Forbes rates them #3 in their America's Best airline feature
behind only Virgin America and Jetblue.
On the other hand several reviews on sites like Yelp and Airlinequality.com paint a picture of an airline with poor customer service, old planes and long delays.
Can someone help from personal experience.
Obviously we would love to fly non stop, but current indications suggest the fares for that option are much too high for our budget.