Category Archives: airlines

Round and round the carousel goes; where your bag isn’t, the airline knows

I hate to check bags. I hate the wait to see if the airline has lost my bag. And the wait to talk to the overworked agents who have to deal with grumpy customers. Because of the idiotic new “security” … Continue reading

Posted in airlines, terrorism, travel | Comments Off on Round and round the carousel goes; where your bag isn’t, the airline knows

The TSA’s big show moves to the next act

Today brought stories such as “Authorities say easing ban on liquids won’t endanger fliers”. I fully agree, but only because the ban didn’t do anything to make fliers safer in the first place. Another USA Today story talks about airport … Continue reading

Posted in airlines, terrorism | 3 Comments

The TSA’s big show – breeding insecurity

I went through security at the airport in Dublin behind someone with a bottle of water. I didn’t even have to take off my shoes. On board the flight to Frankfurt, a Lufthansa flight attendant armed me with a metal … Continue reading

Posted in airlines, travel | 4 Comments

Using the Web to tell a better story

Today’s crash of ComAir Flight 5191 reminds me how poor a job online news sites (especially those from the mainstream media) do in using the Web. Instead of the plain graphic on the USA Today article referenced above, how about … Continue reading

Posted in airlines, email, media, newspapers | 2 Comments

Using Caller ID to improve customer service

Whenever my cell phone rings, I know who’s calling. And I usually know what they’re calling about as soon as their picture (or name) appears on the display. I’d like to see companies do this for customer service. I ranted … Continue reading

Posted in airlines, customer service, travel | 1 Comment

Can you understand me now?

I was traveling a lot last week and ended up calling United frequently for flight information. They use a voice recognition system to provide that data. Horrible idea. In a previous job, I worked on speech recognition systems and know … Continue reading

Posted in airlines, customer service, travel | 5 Comments

Delta answering questions before they’re asked

I was stuck at Laguardia yesterday and had the opportunity to stare at the flight information display at the Delta gate. The monitors show a rotating array of information, including: Arrival time and origin of the next flight to that … Continue reading

Posted in airlines, travel | Comments Off on Delta answering questions before they’re asked