I gave them 5 stars stars stars stars stars overall
(based on personal interactions with staff)
Yet:
Pre-pandemic, I was on a flight every 2 weeks or so. Routine for my business (training serious fundraising pros around the world). Southwest is always worth considering, when traveling in the US.
DCA Southwest, though, is UGLY and discomforting.
Unless absolutely necessary, I will now avoid Southwest's DCA arrival/departure in the future. It's sardine-packed squalid. Not evil exactly; clumsy and indifferent: just a reminder that the US has 330 million residents; everyone's different; and simple amenities matter a lot in terms of fast impressions.
Toilets were surprisingly OK (grade B).
Food/drink offerings, though, were bizarre: either a tunnel of grab-me's, where payment was understaffed and not-well-signed; or a bar that never had an open seat thanks to loiterers on their laptops.
General seating in the ready was a D-to-flunk: too many passengers, too few chairs; many standees (me included).
CONCLUSION: In one visit, as I was wearily departing DC to go home to RI, Southwest trained me to avoid DCA at all costs in the future.
What do I know? Maybe demand exceeds supply SO much that Southwest can inflate its middle-finger in the air for now.
For ever?
To repeat: In one visit, when I departed DC to go home to RI ... Southwest trained me to avoid DCA at all costs.
So, my beloved Southwest, do you need a UX (User Experience) analyst at Southwest DCA?
Sooner/better.
Grump-companionally yours,
Turned-Off Traveler (though will fly SW other places; but DCA outbound is a shit-show)