Ceci n’est pas un blog

May 16 – Delta finally sent a (completely inadequate form) response to my query on the website 3 weeks ago. Jeez. (text below)

What the hell is the point of having a cute little mobile website that I can access on my phone while sitting in the bar if the information it gives me on my flight is TOTALLY WRONG? Because I trusted the website, I left the bar for the gate about 25 minutes before the supposedly on time departure at 7:15. A little confused that the sign at the gate is for a JFK flight that “departs at 6:08″ I ask the woman she says only that they’re boarding JFK now, Boston later. OK, I figure JFK flight was delayed, mine is next and sit down. At about 7:10, with JFK long gone, I go and ask her when are they going to board Boston. She says “about 8.” What the hell? She says oh I made an announcement,(adding rudely) you probably didn’t hear it because of your headphones (totally not true, I’ve been watching her like a hawk taking my earphones out every time she goes near the microphone, since I got to the gate almost 40 minutes ago, she has not mentioned my flight once). Now, it 7:37 PM and the website still has my 7:15 flight with a cheery green ON TIME. GRR. The electronic sign at the gate still lists the original time. GRR. Why don’t airlines get it that a) providing accurate info is the most important thing they can do and b) that when simple things like updating information on LED signs and websites (also reading lights on the plane itself!) fail, it makes us worry whether they’re getting the big things (like keeping the engines maintained, not running into other planes, etc) right.

On the other hand, it is really satisfying to be able to blog and tweet my annoyance to the world.

Update, cont.: Took them THREE WEEKS to respond and the response was utter CRAP:

Dear Ms. Miel,

Thank you for contacting us through delta.com. We are sorry for the
delay in responding to your message.

Thank you for pointing out the mistake on delta.com. Try as we might
sometimes things slip through on us. We always appreciate our customers
letting us know about things like this and we have forwarded this on to
our delta.com team.

We value your confidence and loyalty.

Sincerely,

Darren Norman
Online Customer Support Desk
http://www.delta.com

Original Message Follows:
————————
What the hell is the point of having a cute little mobile website that I
can access on my phone while sitting in the bar if the information on my
flight is TOTALLY WRONG? Because I trusted the website, I left the bar
for the gate about 25 minutes before scheduled on time departure. Now,
it 7:27 PM and the website still says my 7:15 flight (6932 BWI-BOS) is
departing on time. The electronic sign at the gate still lists the
original time. I have to ask a human standing at the gate what the hell,
she says oh I made an announcement,(adding rudely) you probably didn’t
hear it because of your headphones (totally not true, I’ve been watching
her like a hawk taking my earphones out every time she goes near the
microphone, since I got to the gate almost 40 minutes ago, she hsa not
mentioned my flight once. Your flight status info system is seriously
broken.
Would you like a reply to your e-mail?:yes

FLIGHT 1:

Flight Number  : 6932
Date           : 4/22/09
Departure City : BWI
Ticket Number  : 2307771455

Sunset reflexions at Atlanta airport

by Franco Folini via Flickr