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Washington State Good to Go is Goofy

Good to Go mislabeled download option.
Good to Go mislabeled download option.

Wasington State’s Good to Go website has an option to download account history. One of the options is Excel.

However the download is not in Excel format. Rather, the downloaded file is a tab-delimited file. This explains much of the confusion with my IT customers who were struggling with opening up the downloaded file that had the xls extension.

Fortunately, the State responded to the problem. The plan is to make the download csv (comma separated values) and rename the download link as CSV.

This kind of oversight should not have happened in the first place if adequate design review was in place before going live. Nevertheless, the State did respond and is going to have the change put in place.

UPDATE 2017-06-23: The problem has not been fixed after nearly a month. Typical bureaucrats: Cheap talk, no action. Being that this is a fairly serious error that leads to a lot of user confusion and frustration, it should have been a priority to get fixed ASAP.

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Travel

United Airlines could do better

My recent experience with United Airlines reveals some places UAL could improve.

First, when checking in from home and wanting to print a boarding pass I was presented with this question that could not be answered:

Do you want to print or receive your boarding pass by email?

Only options for the question: Yes or No

Bad user experience from United Airlines
Bad user experience from United Airlines

A call to United’s customerNONservice did not garner any help. The staff could not comprehend what was wrong with this question and the answer options.

Second, after arriving at SeaTac airport at 11:55 pm, I found an empty check in counter. No hours were posted.

United at SeaTac. No hours posted.
United at SeaTac. No hours posted.

The kiosk says “For assistance please see an airline representative”. Really? How does a person do that when there are no United personnel around?

Kiosk does not show hours
Kiosk does not show hours

In an attempt to learn counter hours, a couple phone calls to United produced only inconsistent results: 3:00am, 3:45am, 4:30am, 5:00am. The counter actually opened at 3:15am and the staff there said that’s when they open. Really? Why not post the hours?

Another passenger waiting for the counter to open said “United is lazy.” I agree. There is plenty of room on the various screens at the counter to post hours.