Putting Airline Websites in the Hangar
It's not just airports that are under construction these days. No, airline websites are going under the knife as well, after customer complaints about the general level of suckiness. Airlines improving service--it's a crazy concept. Just don't ask for a pillow or a blanket while you're buying those tickets.
The site renovations are no easy task. After the US Airways/America West merger last year, customers fumed over lost reservations and other snafus ; as Travis Chist, US Airways' president of marketing points out, "Technologically, airline Web sites are as complicated a retail site as you're ever going to see.". We'd say it's about as difficult to renovate the sites as it is to take off your shoes and belt while pulling your laptop out of your bag and going through security.
However, in honor of these improved sites--which can often switch a traveler's loyalty--Jaunted will begin a campaign awarding the best and scolding the worst sites for domestic, international, and low-cost airlines on Monday. Nominate your favorites or suggest raspberries for the stinkers: tipsATjauntedDOTcom.
· The New, Sleek Airline Web Site [NYT]