I am traveling on Delta airlines.
This has the feel of a very corporately managed,
bottom-line oriented
company.
That is, it is providing just enough service to
make the maximum amount of money.
This shows up as meals to purchase on the flight
($5 to $15 and $2
snicker doodles
),
complementary drinks but you don't get the can
and totally automated, bar-coded,
self-serve-kiosk centric customer interactions.
Someone went in for deeply computerizing the
system.
I mentioned the kiosks for self-check-in, but
the announcements in the waiting lounge are
computer generated (no unintellegable gate
attendent announcing over the speakers) and
large LCD displays put up information on stand-by
passangers and their status.
Bar code scanners follow your progress from
checkin to boarding.
The database knows all.
I do wonder if some of these automations actually
save money.
The generated announcement system, for instance:
It costs money to install, there must exist a maintance
crew to repair them, there must be people generating
the backup procedures if they fail and there
are still times that the boarding crew has to make
announcements so they can't get rid of the old
system.
The speech is clearer and the modulated male voice
is reassuring, but did they save money over the old
way?
Technology is not the answer to every question.