Just as another data point, I had to call them recently and it went very smoothly. I was complaining about what I felt was a scam that I fell for when checking in online before my flight. They asked me if I wanted "Even More Speed", which I interpreted as being able to board the plane faster (and not getting locked out of overhead space for carry-ons) so I paid the $15 per person. Came to find out that it only gets you TSA Pre, which I already get due to Global Entry.

I called to complain and they cheerfully refunded my $30.

I have to say also that the legroom on the flights is great.

We did have a bad experience on a flight back from SJU a couple of years ago where drunken passengers caused a ruckus and I felt the crew handled it poorly but other than that, our experience has been good.