I made some plane reservations online with Tiger Airways. First the web forms failed, and contacting by Twitter and the online form them provided (which in a very bad design required 12 fields to be completed) didn’t result in a reply. So I called them. They answered in less than 5 seconds with a person that was polite and knowledgeable (airlines can’t come close to meeting this standard).
On the phone, I was told with Firefox you need to clear your browser history. As a software developer, I have to say you are feeble if you deploy production code that fails to accept customer money because you can’t deal with the cookie you created for the user.
I don’t like all the ways many of the airlines now try to take your money. Just charge honest fares don’t have all sorts of hidden fees 🙁 That is bad customer service. I do like being able to book my seats in advance and am fine being charged for that option. And providing seats with more room at a higher price is a good economic tool.
It is interesting to me how far advanced the credit card security is in Asia. The USA is way behind in several things (cell phone technology in general – due to monopolistic cell phone providers without effective over-site – also internet access in the USA is pitiful). The banking system in the USA (including credit cards) is highly corrupt with too big too fail institutions holding back innovation to an alarming degree in the USA. So it isn’t really Asia being ahead as much as the USA being behind everywhere else (Europe, like Asia is far ahead in credit card and cell phone systems).
Placing the credit card order with my Malaysian credit card required 2 factor authentication (which is a wise security practice) – they sent a one use code to my phone. If you haven’t setup 2-factor authentication for your email account you really should. Internet security is becoming a much bigger problem, being paranoid online now makes sense.
The airline web site (as nearly every site does) failed basic usability guidelines by masking the one time use approval code for that specific purchase. Even if they posted that code on the bill board on times square in New York City (or along the news crawl on Channel NewsAsia) it would have no negative consequence. But by masking it you greatly increase input errors as the user can’t verify they typed in correctly. This is basic stuff that is really pitiful that huge corporations still routinely mess up (masking one time use codes).
The airline travel system is much better in SE Asia than the USA. The airlines are decent at customer service, which given how atrocious the service in the USA is puts them far ahead. Prices are also good. Airports are much better. Huge security theater waste is missing (there is still a fair amount of security of course, due to the risks).