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Usability rules the Web. Simply stated, if the customer can’t find a product, then he or she will not buy it.-Jakob Nielsen -
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Sometimes going with the flow is better than going with the plan
Feb 7, ’15
9:06 PM
Saturday morning, it’s shortly after 9 am. It’s cold outside, but cosy under my warm blanket. I peak on my phone, turn around one more time, and I start thinking about what I should be doing today. Then I realise, that I am supposed to be at the airport right now in this very moment.
Long story short. I think I set a new world record catching a flight. I arrived 10 minutes prior to boarding. There were no queues, it nearly felt like traveling on a Platinum membership level – except that no one greeted me and there was no red carpet either. Now that I’m writing this I am surprised I was allowed in. Anyhow. I made it.
I still have a view minutes. I get bored, start checking my messages, and notice an email from the apartment rental I booked 3 months back. My apartment is cancelled.
Wait. … What? … Really? … No!
For a moment I am playing with the thought not to board. I mean, what else can go wrong? I decide to just go through with it and figure it out once I land.
During the flight I can’t stop thinking of getting internet access and find a place where I can stay in the coming week.
Hours later. I’m still thinking of the cancelled apartment. We are almost there; the captain makes an announcement. He sounds excited, sais something about stormy weather and turbulences. It gets bumpy and eventually we land savely an hour later.
I go through customs and the standard quiz.
Outside I call the 24/7 hotline of the booking agency because the apartment rental concierge told me in an earlier phone call that he can’t help me or do anything.
I wait in the IVR for nearly 30 minutes when I finally give up. I’m informing my friend that I won’t be making our dinner tonight and explain the situation.
A taxi ride and a shower later I find myself Falaffel eating at my friends place working this drama towards a happy end. I learn that the reason the apartment was cancelled was due to overbooking – not the storms. I managed to get a hotel room through the booking agency. They’ll cover the additional costs. I decided though to spend the week on my friends couch. We haven’t seen each other in years.
I conclude:
- The booking agency is great and went great lengths to compensate for the mishap that wasn’t even their fault.
- Going with the flow is better than going with plans.
- I have a wonderful opportunity to catch up and spend more time with a friend, and return a favor.
- It’s my first IxD and it is going to be fun!