A new response from BA: no seriously, please spend your money elsewhere

I received a new response from British Airways today in my "saga". The gist of this response I think is:

  1. It's a silly policy, but it's *our* policy
  2. I understand you spend tens of thousands of euros with us annually
  3. We're tired of you doing so, please give that money to another carrier
Below is the actual response. Simply put when I book a rewards flight with miles my family does not benefit. Frankly I'm astounded. BA is deciding to lose thousands of euros for a 100 euro service fee. And yet airlines moan all the time how they lose money. Perhaps it's poor customer service like this for their best customers?
Dear Mr Steckler Thank you for coming back to us. I am sorry that you are unhappy with our response, which was well reflecting your concern about your family not being able to select seats. Our seating policy is in place since 2009 but you may not have realized it as as a Gold Member you were still entitled to a free seat selection for your personal travels. I understand you remain unhappy and I will certainly pass on your comments to our Management Team to let them know your impressions. Thank you again for contacting us and for giving me an opportunity to look at your case again. I hope our decision will not deter you from flying with us in the future. Best regards [name deleted] British Airways Customer Relations Your case reference is:[case reference deleted]


British Airways and Poor Customer Service

I fly a lot. I fly long-haul from Europe to the United States at least 8 times each year, often more. For an airline that is nice money. And when I fly I tend to fly British Airways. Why? It's a little longer and I need to transfer through Heathrow but overall the level of service aboard is better than what I find on Air France or Lufthansa. SAS is no longer flying the route I want so that is sadly out.

After accumulating hundreds of thousands of air miles I decided to take my family on a trip. And here is where the problems start.

  1. There are no flights available. But hey, we are flexible and rather than fly to Seattle we will fly to Vancouver and drive down.
  2. There are no business class seats available. Well darn. I have a lot of miles and wanted to treat my family to the upgrade experience. But okay, coach it is.
  3. What's that? In order to select seats for my family I need to spend 25 euros per person each way? Huh?
So I called BA. I asked about issues 1 and 2 but really, I can't get that excited about this. Next time I will book a little earlier. But issue 3? You are seriously going to nickel-and-dime me on this? I spend loads of money on flights each year, certainly even skipping one flight with BA will cost them more than they will ever earn from this pathetic surcharge. As a business I expect BA to have a customer support team and they do. So I write. And get essentially a form letter back explaining that BA instituted this cool new feature so people wanting seats could pay for them. Hello? Did you read my email where I explained that according to their own rules as a Gold card member I don't have to pay for this? Or I don't know, did it occur to anyone that perhaps this is my last flight on BA and will now switch to Air France which is overall more convenient? In my response today I pointed out that this is penny-wise, pound-foolish. Do you think they will care? Do you think anyone will even notice as they lose a valuable customer? I await their next response to see how bad their customer support is.

I hate usernames!!!

I am trying to log into my frequent flyer account with SAS. I cannot recall what my username is. I use two for the most part; usually one or the other will work. But sometimes they are already taken or for some inane, pathetically stupid reason the site requires numbers, characters, etc. in the username. Freaks. So... I cannot recall my username. Password will also be iffy, but hey, I can always click the "forgot password" button and get the password. But no. SAS in their wisdom requires your username, first name, last name, and birth date to get your password. And there is no link to recover the username. So... I need to call customer service. I know, how about I just take my business elsewhere? Or try this... what about using my email address as my username? Several other sites do this and it (gasp) seems to work just fine. For the most part we all pretty much stick to a single personal email address. Oh sure, I need @gmail.com and @hotmail.com and @yahoo.com for all of this stuff which bugs me (kudos by the way to MSN for letting me do @bricin.net for Passport, minor demerit for crippling many of the most useful features when running like this*). But most sites that aren't trying to rule the world let me use @bricin.net and just move on. * disclosure: I worked on technology related to Passport at one point. I'm no expert here and I know this is a tricky situation and yes I know Open ID is out there and accepted by at least 2 web sites but c'mon, this shouldn't be this difficult and I am not even asking for a universal ID, just universally allowing me to use something that I have a prayer of remembering to log in and give people money. Sept 28: hoist on my own petard. Both wordpress and my custom bricin.net stuff uses usernames. Argh. So I am rewriting the code for my custom site but it will take a while.

Conway's Law

I came across Conway's Law on a blog post from Global Nerdy. The law says "any piece of software reflects the organizational structure that produced it. This cracked me up for some obvious reasons.

Conway's Law - Wikipedia, the free encyclopedia

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Update July 23rd: amazingly enough I had Conway's Law quoted to me in a meeting today! Someone just mentioned that during a recent re-org they could have sliced-and-diced the organization all sorts of ways but since they had four managers they decided on four groups and that led to an architecture with four components. Amazing.

My love-hate relationship with Google

Like many people I used Google's search engine and a few other services. Some of the services are wonderful (GMail), some are pretty sad (Froogle). Some are just downright terrible. I've decided to keep track of these moments. Full disclosure that I once interviewed for a job with Google. For reasons I am still trying to digest they decided to pass. I won't get into any of the details of that process as a)I'm a good guy and who really wants to sling arrows, cast stones, etc. and b)I signed an NDA. This morning then let's tackle Google's Java based GMail application for phones. If you navigate to GMail on your mobile device Google will kindly suggest "faster GMail on your phone". That link takes you to a Java applet. And indeed the Java applet downloaded to my Windows Smartphone quite nicely. Of course it wasn't obvious at all how to run the thing. You need to understand that this download was a MIDlet and run the MIDlet manager and select GMail from there. Not easy. You cannot completely blame Google for a bad Java experience; at least on the Windows device it's something of a given. However you can blame them for some of the following glitches: 1. There is no offline storage. Each time you log on you get to essentially download the messages all over again. 2. The default setting for the body of the email is the numeric keypad. In other words to type "hello" you get to enter 4433555[pause]555666. leaving out for a moment that this ends up with the number of the beast, why not make the default setting for the body by T9? 3. They use small fonts. I am not that old yet, but those tiny fonts are unreadable. Sure, I can hear you say, just change the preference from "young hip cool person with good eyesight" to "old person who will soon need a walker and a guide dog" setting. This brings us to: 3a. Where are the Preferences? I am a long-time Windows user (full disclosure: I have recently started using Ubuntu and it is just wonderful how nice an OS this is. Someday soon I will write something about this transition to Ubuntu, but I digress in a parenthetical remark no less) so I expect Tools::Options. Nope. Okay, maybe sort of like the Mac it's under... um... Apple::Preferences? Nope. It must be somewhere though right? In fact it is. Select the Menu key (obvious) and then select Go to (really, Go to? Won't that take me somewhere?) and Settings! Ah ha! I am so stupid, of course it would be under Go to::Settings. On balance I use this application from my phone because GMail's POP support is broken in multi-device usage (something I mentioned during the interviews, oops, there goes that disclosure but since I disclosed this in a GMail forum months ago I guess that isn't a big deal, right?) and it is, on balance, better than using the micro-browser. Although to be fair they did a really nice job with the micro-browser version; clean, bright, relatively quick. Even works in the Java Opera browser midlet. --- Side note: I applied for another AdSense account for this site and was turned down again. As the other post noted my site does in fact meet all the criteria, so why do they keep saying it doesn't? I think it's because they are scared. Yes, scared that I will attempt to write slightly humorous posts about them and they will.... well... continue to rule the Internet and reap huge financial profits. But I will show them, I will continue wrote posts with attempts at humor and they will continue to rule the Internet and make a ton of cash. --- I fiori sono quasi in fioritura The flowers are almost in bloom. Which isn't true. The flowers and trees bloomed two weeks ago when the weather turned sunny and warm. Since then we've had torrential rain. Stupid flowers.

687 NFZ

Lovely woman driving home on the lake road today. She tailgated me the whole way down the road. At one point she went to pass. Of course this is a double-yellow, no-passing zone. I waved an arm out the window and continued with a one-finger salutation. She then sped up and neared my bumper at which point I started slowing down. I eventually made my turn and drove off. What was she thinking? She's in a mini van for goodness sake. Not a sports car. She is in an area with kids and runners and cyclists all over. If ever there was a need for a cop in a speed trap today was it. Anyway hopefully someone will read this at some point and point out to their mother/wife/whatever that she needs some serious lessons in driving.

Home from Zurich

Loads to get catch up on. First, exercise: pretty poor week but I expected that. I will basically do last week's workouts this week although I have already missed Monday due to jet lag. Second, let me say that I have a deep and abiding hatred for a Swiss Air counter person, last name something like Dorchmuller, who absolutely screwed me yesterday. I asked for an exit row seat. She assured me I had one. When I finally boarded the plane not only was it not an exit row... it was a middle... with a bulkhead behind me... on a crowded flight. Lovely, just lovely. I don't know why this ticket counter person hated me so much, but some day I vow revenge. I will find her and force her to spend 10 hours painfully cramped, looking forward to the rare respite of using the bathroom to get some space. I spent 2-3 hours standing in the back of the plane just to avoid that seat. I will find her, I will. Some day, somehow. Interesting fun fact about the Zurich airport by the way: the only counters there are all run by Swiss Air. So you go to check in for an SAS flight and logically enough you need to magically make the connection that SAS=Swiss Air. Long after I wandered around and finally found someone to ask I saw a tiny little sign with about 20 airline logos on it noting that essentially All Airlines = Swiss Air. So the next time some conspiracy nut rants about an evil pentavirate ruling the world, just note that it's really The Queen, The Vatican, The Rothchilds, The Colonel (before his business went tits-up), and Swiss Air. Something to think about. Third, I hate SAS. I wanted to upgrade seats. I was willing to spend money to do so. But... you cannot apparently purchase ticket upgrades at the SAS counter in Zurich because, well, um... that is only handled at the gate in Copenhagen. Well that makes no sense and took me 30 minutes of going out through passport control in Zurich, hiking through baggage claim, and then finding this out. Well hell. So in Copenhagen I approach the transfer desk, because I was transferring, they had computers, and appeared to be a likely place to give them money. No, ha ha ha, my naivete! They don't do that there. I would need to go to the boarding gate to get an upgrade. Sure, why not. So to the boarding gate... where I am told that I could, if I had miles, upgrade. But pay money? No, no, stupid passenger... tickets can only be purchased at the ticket counters, I should have done that in Zurich. Only the deep need to get the fuck out of Denmark allowed me the restraint not to simply go berserk at that point. Hell, given that berserk is a Scandinavian word maybe it would have been culturally called for and would have won me deep and lasting respect from those "people". But no... I was beaten and I knew it. Thankfully the nice woman next to me was cool with me getting up and down throughout the flight. She probably preferred that to my bouts of thrashing around uncomfortably and muttering "I will get her" under my breath. Did I mention I love flying?" One last note for now about Switzerland and the Swiss. Other than the evil Dorchmuller (who in fact seemed pleasant) everyone was polite, kind, and very helpful. People were willing to tolerate my attempts to slaughter their language and then would kindly chat in English. Nice people as far as I could tell in my short stay. Pretty city. Nice place to visit. If only Swiss Air would do something about SAS.

Up late

3:00 a.m., why am I awake? I was tired when I went to bed. Somehow I just never quite got into the nice, deep sleep that I'd had for the past two days. K has been sick for two days and he was scared of something tonight so he crawled into bed with us. Loads of job thoughts rolling through my brain at the moment. That is certainly part of it. Could it be dinner? I ate plenty of food for dinner since I plan on doing a long run this morning. I didn't over-eat, just two chicken breasts and a bunch of broccoli. The only thing I can think of is that I didn't have milk with dinner like I did for the past two nights, I had a glass of red wine. I'll watch that over the next few days and see if nights I drink milk with dinner if things go better.

Go Hawks

SI.com - 2006 NFL Playoffs - Cowboys blown FG keeps Seahawks alive - Sunday January 7, 2007 3:18AM I'm as happy as anyone the Hawks beat Dallas last night. I was at the game and yelling as loudly as anyone. The last playoff game I attended was in 1984, that's quite a dry spell. But look... Holmgren sucks. Yes, Hasselback had a bad game and yes the cornerbacks sell insurance full time for a living and yes something is wrong with the O-line. But c'mon, the Hawks had the ball first and goal on the one yard line. What do you do there? Well let's see. How about a two tight end set with three guys in the back field and just push ahead for a yard, a touchdown, and make the Cowboys come and beat you. But no, Mr. Super Genius decides to run Alexander outside to the left which hasn't worked all game. Bam, second and 8. They never get close. I thought the game would die right there, Cowboys do a clock-killing drive and it's over. Of course they returned the favor, bungling a pass to Terry Glenn (arguably a decent call since Glenn had made some nice catches in the game). So what is lost in all of the hoopla of Romo muffing the snap is Holmgren's play calling almost killing the Hawks, again. Really, what will it take before someone wakes the game up and informs him that no one thinks he's Bill Walsh, he can just play smart football? Okay, enough grumping.... I had a ticket from a co-worker and I sat on the 49 yard line on the Seahawk side of the stadium and it was fun. Loads of fun.

Weight

One thing is for sure... I need to lose weight. Losing weight would help me ski better. It would improve my running speed. It would allow me to climb better on the bike. Oh yeah, it would also make me a healthier person. My first New Year's Resolution then is to lose weight. This morning I am 212.5 pounds. By the end of the year I want to hit 190. I haven't seen 190 pounds for a very long time. Losing 22.5 pounds at this stage in my life will not be easy. I have added an extra pounds every year or so since high school. That's sad given that I have run a few marathons and did Ironman in that time too. Specific mini-goals in order to lose weight:
  1. Have a weigh-in chart in the bathroom. This reminds me to step on the scale daily.
  2. Limit or reduce alcohol consumption during the week. I will give myself a grace period on the weekends but I pour too many empty calories into my body.
  3. Reduce the amount of time I spend online. When I am not online I move around the house, I fiddle with things, I play with the kids. That keeps me happy and burning more calories than I otherwise would. It is amazing how, outside of my daily workouts, sedentary I am.
  4. Two hours of exercise per day, five days per week. I may wind up doing more than that with especially active weekends, but 10 hours each week is a solid goal. Depending on the exercise that burns 8000-10000 calories which would cause my weight to drop if I just kept the calories coming in in check.
  5. By January 10th I will have a training schedule together which includes one marathon and one ridiculous, you-must-be-kidding me event.
That's it for now, but I will post from time to time on this subject and report my progress. For now I am off to the gym.