Actually, a few things happened and, while they were mildly amusing, they weren’t entirely mirthsome. However they do serve to highlight how poor qualitymanagement of information can lead to unexpected and undesirable outcomes for customers when processes don’t work the way they should.
Checking in on-line for my flight.
Making a meal of things.
American Airlines have been in touch with me via Twitter. Apparently there is a special meal for me on the return flight from Chicago to Dublin. This raises a further Information Quality issue – Consistency of data. If I have ordered a special meal at all, surely it follows that I would need it on both outbound and return legs of a journey (and the various intermediate legs as well).
[Update 2] Apparently there are no special meals available on the Chicago/San Diego leg. This was not flagged to me prior to today. This is another example of incompleteness in information having an affect on QoE for customers.