Privacy Ref Blog

When snazzy apps fail at providing real-time information; gate agents (actual humans!) prevail

I was recently traveling, and I downloaded the airlines’ app to use on the road.  It did prove to be initially beneficial when checking in and selecting my seat.  However, I’d like to suggest that the app prompts to opt-in to push notifications, instead of leaving it as a toggle within the app.  When navigating travel itineraries, push notifications regarding flight status are very important, which gets me to my next experience.

The app displayed that my flight was still on-time a good hour and a half after its departure time (yep, I was still sitting at the airport).  Kudos to the old system of airline agents updating everyone via the PA system.  PA stands for Public Address for you youngsters with the earbuds lodged in your head.  The app never really did catch up when I was rebooked onto a later flight, which I relied on the paper boarding pass that the agent printed for me. 

I’m not a super app user, but I am an inflight magazine reader. The President of this airline’s letter to customers was touting “the best mobile airline app in the business,” after he declared that my “flying experience should be as smart and agile as every other aspect of your travel.”  Well, I agree.  However, I’d put functionality and real-time data ahead of personalized messaging or when I’ve passed a rewards program travel milestone (I haven’t).  I think personalized messaging is a marketing gimmick and an excuse to vacuum as much personal data as possible for organizations to crunch, analyze, and ultimately annoy most of its customers.  This practice of vacuuming of personal data is what’s got the subject of Privacy as a headliner in the US, and a major factor of why GDPR came to pass.

Technology surrounding the airline industry is incredibly complex – kudos to all the engineers and software developers that make it happen.  But what made my experience less frustrating was the gate agent that went above and beyond to snag the next to last seat on my now, later connecting flight.  She provided exceptional customer service to a long line of delayed passengers.  My message to airlines is to make sure your app functionality is 100% when it comes to providing the information that really matters, like flight status (updating my rewards balance can wait).  Also, more cushion in my seat would do wonders. 

Privacy Ref provides consulting and assessment services to build and improve organizational privacy programs. For more information call Privacy Ref at (888) 470-1528 or email us at info@privacyref.com

Posted on February 18, 2019 by Linda Brust


« »

No Responses

Comments are closed.


« »

Subscribe to our mailing list

Please fill out the form below.

Required

Want to find out more?

Simply go to the contact page, fill out the form, and someone from Privacy Ref will be in touch with you. You can also send an email to info@privacyref.com or call (888) 470-1528.

News

April 5, 2019

See you at the Summit
Visit us at Booth 500 at the IAPP Global Privacy Summit. Bob Siegel will be facilitating the CIPM course. April 30th-May 1st, 9 am - 5 pm. Meeting time available to discuss your privacy needs is available for signup here.

Latest Blog Posts

May 17, 2019

1 Minute Quick Privacy Ref-ernces

If you have a moment take a look at our 1 minute videos to get caught up on the latest things going on in the privacy community. California Consumer Protection Act - Ben Siegel discusses the California Consumer Protection Act and how some of the advancing Amendments can drastically change the CCPA.

Continue reading this post...

May 16, 2019

Fallout from a Fallout

It is often that a data breach reveals other issues that a business is experiencing, but it isn’t every day I see the opposite. When I heard about what was happening at Bethesda Softworks and their online game, I was interested immediately.

The background on this is simple enough. Bethesda is a well-known video game maker with a number of well-known titles. Fallout 76 was the newest title in one of their series, but unlike previous titles, was an online game. Many were excited for this title and there special editions of this game offered to those willing to spend extra. Upon the launch of a game with a large amount of bugs and glitches, a number of issues took place.

Continue reading this post...

Other Recent Posts

PRIVACY REF