Tag Archives: Admitted
Absurdly Driven looks at the world of business with a skeptical eye and a firmly rooted tongue in cheek.
When I offer my occasionally skeptical thoughts about American Airlines, its customers cascade abuse upon my ignorance, my being and even my Twitter feed.
No, that’s a joke.
What actually happens is that I get messages from yet more American Airlines employees and customers telling me that things at the airline aren’t too perfect.
Of course, it’s often the whiners who choose to make most noise.
For some time, though, American has made decision after decision that seems unhelpful to its customers.
The airline, though, has always insisted that its customer satisfaction scores were holding steadier than you would be doing, should you be standing in one of those bathrooms.
It’s a source, then, of considerable discomfort that the airline admitted it has a big problem.
During its latest earnings call it admitted that customer satisfaction scores for the airline as a whole have now gone down.
Yes, passengers appear to be bothering to express a little displeasure even on the airline’s survey forms.
You might think that — as well as the tiny bathrooms — reducing legroom in First Class as well as Economy Class wouldn’t necessarily endear American to its customers.
You might even think that executives at American realize this.
However, as Skift reports, American’s president Robert Isom believes passengers are unhappy for a different reason.
He said no, no, they’re entirely happy with the actual product American offers:
People are very pleased with what they’re getting in terms of service and in terms of the amenities and fleet and airports.
For Isom, though, passengers have just one itty-bitty issue:
They want a reliable airline. They want to be certain they get what they pay for.
You mean like with baggage fees?
Isom’s view rhymes perfectly with the opinions of the airline’s CEO, Doug Parker.
He recently insisted that by far the most important thing to customers is to get to their destination on time.
I fear he and Isom may not, for once, be correct.
But as it forced more and more of its planes into its so-called Project Oasis (seriously) cramped configuration and it flies more and more narrowbody planes stuffed with more and more seats over longer distances — yes, a narrowbody nightmare to Brazil! — passengers are going to notice.
American’s Flight Attendants regularly tell me they don’t feel the sort of motivation they’d like to, given what they see as management’s indifference to anything other than the lure of lucre.
Why, Isom himself declared last year that the airline won’t make anything better for passengers unless it can make a profit out of it.
At some point, your customers can see what you’re doing and decide they really don’t like it.
At some further point, they’re going to tell you.
It was a hauntingly pleasant experience, one that the airline is phasing out.
Is it really any wonder that its customers are now less satisfied?
The director of the NSA, Admiral Michael Rogers, just admitted at a Senate hearing that when Internet companies provide copies of encryption keys to law enforcement, the risk of hacks and data theft goes way up.
The government has been pressuring technology companies to provide the encryption keys that it can use to access data from suspected bad actors. The keys allow the government “front door access,” as Rogers has termed it, to secure data on any device, including cell phones and tablets.
Rogers made the statement in answer to a question from Senator Ron Wyden at the Senate Intelligence Committee hearing Thursday.
Wyden: “As a general matter, is it correct that anytime there are copies of an encryption key — and they exist in multiple places — that also creates more opportunities for malicious actors or foreign hackers to get access to the keys?
View the exchange in this video.
Security researchers have been saying for some time that the existence of multiple copies of encryption keys creates huge security vulnerabilities. But instead of heeding the advice and abandoning the idea, Rogers has suggested that tech companies deliver the encryption key copies in multiple pieces that must be reassembled.
“The NSA chief Admiral Rogers today confirmed what encryption experts and data scientists have been saying all along: if the government requires companies to provide copies of encryption keys, that will only weaken data protection and open the door for malicious actors and hackers,” said Morgan Reed of the App Association in a note to VentureBeat.
Cybersecurity has taken center stage in the halls of power this week, as Chinese president Xi Jinping is in the U.S. meeting with tech leaders and President Obama.
The Chinese government itself has been linked with various large data hacks on U.S. corporations and on U.S. government agencies. By some estimates, U.S. businesses lose $ 300 billion a year from Chinese intellectual property theft.
One June 2nd, the Senate approved a bill called the USA Freedom Act, meant to reform the government surveillance authorizations in the Patriot Act. The Patriot Act expired at midnight on June 1st.
But the NSA has continued to push for increased latitude to access the data of private citizens, both foreign and domestic.