As one reviewer noted, the staff is hired out/ contracted and care less about customer service either at the initial counter or by the gate. They're also uneducated on SW policies especially A list and the proper boarding process. Funny there's an A list/priority line as they never have and now don't honor it. Prior to the assigned number posts, it was a cattle call at the DSM gate regardless of your boarding position. Southwest only 'rents' space at DSM and say their hands are tied when there are complaints. Flights are either delayed or cancelled & it's only getting worse at all airports. I fly nearly weekly and will be switching air carriers with SW charging for bags and assigning seats. SW had a hostile take over a year ago and the 'nice' has disappeared. I'd rather take my weekly flying business elsewhere to get points to be able to travel internationally. And, although internet service is stated as a 'perk' reward, it never works so forget doing business on a flight. Flights are usually short and connecting, so despite weather conditions, beverage service is often cancelled. To save on cost, the checkin process begins EXACTlY 2 hours prior to take off time (not boarding time). So you can stand there and see the employees exit their break room not one minute sooner to check in guests. You may be standing in A list priority boarding but they'll take the other lane first. I've memorized Becky's gate speech for boarding and it reminds me of the Jack in the Box drive through speaker. read more
