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Someday, They'll Have 20th Century Technology
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Why is it so frustrating to deal with airlines? Maybe one reason is that their computer systems are antiquated, fifty-year-old networks that have been layered with updates that have left them impossible to navigate and slower than molasses. That's why, when you go to the desk, the agent ends up waiting and waiting and waiting instead of getting things done. They're finally updating to systems that can do things faster and on hand-held devices, and, someday, they'll do things like know that you're stuck in traffic or at security on your way to your flight, or at the airport early so they can electronically offer you a seat on an earlier flight. Right now, it's still 1972 as far as their computer systems are concerned. (New York Times)
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