In desperation, Dickerson phoned his wife who followed up with Southwest, contacting the flight's Captain. On his own, the skipper delayed the flight ...
She contacted Southwest - who presumably relayed the information to the Captain, but didn't advise on any delay?
Captains are in charge of the safety of the flight - commercial delays are not within that remit, but are down to one of the company's commercial managers. Like it or lump it. (Of course if NOT delaying would cause a problem on board with the passengers, then that is a safety delay, not a commercial one - i.e. not saying a Captain can't delay a flight if necessary.)