I think if you call a hotel to ask if there's someone staying there, or why certained rooms were booked, I think they're not allowed to tell anyone who wants to know, but that's a different story.
You really called Southwest to ask about an incident? Of course they're under a gag order, you don't think they'd tell anyone who called what happened, do you?
DL Widget head-
A 5'10" by one foot gash? Come on, I think someone is exagerrating a little. Even if that baggage cart was loaded to capacity, moving at 25 MPH when it hit the 737, and had no rubber pieces on the top edges of the cart (making it easier to penetrate anything it hits), I seriously doubt it would make a gash that big. I'm not saying it didn't happen, but I find it extremely hard to believe.