The Miracle of Flight
Note: This was written last Friday, when I was traveling to Nashville. But since I didn’t have internet then, and had better things to do when I got to Nashville, I haven’t gotten around to posting it until today. Therefore: “today” = “last Friday”.
Today has not been the best day. It started out very early (3:30 am) getting up to get ready for a very early flight out of Seattle. Or, I should say, what was supposed to be a very early flight out of Seattle but ended up being a somewhat early flight out of Seattle due to mechanical problems. This of course meant that my rather loose connection in Minneapolis ended up being a very tight connection, actually too tight as I hustled up to the gate for my Nashville flight right as the door was closing.
Now those of you who have gotten up at such an early hour know how tolerant you are of even the smallest of problems. Yeah, so my limited patience was not really all that thrilled to have to deal with the missed flight. Add to that a headache from lack of sleep and I was not feeling particularly plesant, but the day was not done. Thankfully I was booked on another flight in the mid afternoon. Never mind that this flight was leaving Minneapolis when I was supposed to be arriving in Nashville, at least I had a flight out, right?
Well sort of. As the weather got worse my mid-afternoon flight quickly became a late afternoon flight, and then an early evening flight. The bottom line is that I’ll now be landing in Nashville 4 hours later than I had planned. And I’m certainly not any less tired.
Now you might argue, 4 hours? That’s nothing! And that’s kind of the point. In the wide world of things that could have gone wrong this is a relative non-issue. And that got me thinking. It’s very tempting to rant about all the incompetence of Delta Airlines maintenance or gate agents or whatever, or make baseless claims like, “that’s the last time I ever fly such-and-such airline.” But honestly, I don’t really feel any better afterwards, and it’s not likely anyone’s fault that the plane had mechanical problems, and it’s definitely no one’s fault that the weather wouldn’t cooperate. But that doesn’t mean that it’s any less frustrating to me, particularly when I’m tired and have a headache and don’t want to spend my day off in a weird airport instead of with my friends I only get to see every so often.
One reason this situation was so frustrating was that I had virtually no control and no options. I felt trapped. And as I thought about it (there was plenty of time for sitting and thinking) I realized that I, like the Delta employees, work for a company where our users are in mostly the same position. Many of our products are given to the employees of large companies where there is no option for other solutions, and by virtue of our market dominance in many segments users are forced to use our products, for better or worse, in their personal and professional lives.
We catch a lot of flak at The Empire© about our products, and most all of it is filled with frustration-infused vitriol. The internet is the great equalizer, only there can a trained journalist have the same exposure as the Apple fanboi (or, as I recently heard: ifanboi) commenting on the particle. But prodding aside, many of the complaints I read about The Empire© are strikingly similar to my, and my co-travelers, complaints about the airline industry today. Here are some examples I’ve heard recently where you could easily exchange “Microsoft” for “any particular airline”: “Microsoft employees are rigid, greedy, automatons working for a dying company that can’t innovate and just steals ideas from Apple and Google” or: “I’ve had enough of M$ and I’m switching to Linux/Apple/whatever…” or my personal favorite: “Windows 7 is just re-branded Vista.”
Now I would hope that most rational people would realize that these statements aren’t true. Creating software on any scale is an incredibly complex process, and there’s bound to be compromises that are going to leave people wanting something more, even at Apple (see: iPhone). But none of that really matters to the end users when they are forced to use something that’s frustrating and when they really don’t have any other options. So, while I can’t promise that the products produced at The Empire© will always satisfy, or even placate, our end users I can promise to understand that behind every vicious comment is a user who’s likely tired, with a headache, who just feels trapped in a system that seems illogical and very frustrating. And I promise that I, along with many of my co-workers, will be committed to doing everything that we can to make the experience a little better. If anything, today has taught me a great deal about what it means to be completely pissed at a major corporation.