717 lines
16 KiB
HTML
717 lines
16 KiB
HTML
<!doctype html>
|
||
<html lang="en">
|
||
<head>
|
||
<meta charset="utf-8">
|
||
<meta name="viewport" content="width=device-width, initial-scale=1.0">
|
||
<title>You Have the Right to an Apology</title>
|
||
<meta name="description" content="The long-running and erratically updated blog of Kathleen Fitzpatrick.">
|
||
<link rel="alternate" href="feed/feed.xml" type="application/atom+xml" title="kfitz">
|
||
<script async="" src="https://talk.hyvor.com/embed/embed.js" type="module"></script>
|
||
<link rel="webmention" href="https://webmention.io/kfitz.info/webmention">
|
||
<link rel="pingback" href="https://webmention.io/kfitz.info/xmlrpc">
|
||
|
||
|
||
|
||
|
||
|
||
<style>/**
|
||
* okaidia theme for JavaScript, CSS and HTML
|
||
* Loosely based on Monokai textmate theme by http://www.monokai.nl/
|
||
* @author ocodia
|
||
*/
|
||
|
||
code[class*="language-"],
|
||
pre[class*="language-"] {
|
||
color: #f8f8f2;
|
||
background: none;
|
||
text-shadow: 0 1px rgba(0, 0, 0, 0.3);
|
||
font-family: Consolas, Monaco, 'Andale Mono', 'Ubuntu Mono', monospace;
|
||
font-size: 1em;
|
||
text-align: left;
|
||
white-space: pre;
|
||
word-spacing: normal;
|
||
word-break: normal;
|
||
word-wrap: normal;
|
||
line-height: 1.5;
|
||
|
||
-moz-tab-size: 4;
|
||
-o-tab-size: 4;
|
||
tab-size: 4;
|
||
|
||
-webkit-hyphens: none;
|
||
-moz-hyphens: none;
|
||
-ms-hyphens: none;
|
||
hyphens: none;
|
||
}
|
||
|
||
/* Code blocks */
|
||
pre[class*="language-"] {
|
||
padding: 1em;
|
||
margin: .5em 0;
|
||
overflow: auto;
|
||
border-radius: 0.3em;
|
||
}
|
||
|
||
:not(pre) > code[class*="language-"],
|
||
pre[class*="language-"] {
|
||
background: #272822;
|
||
}
|
||
|
||
/* Inline code */
|
||
:not(pre) > code[class*="language-"] {
|
||
padding: .1em;
|
||
border-radius: .3em;
|
||
white-space: normal;
|
||
}
|
||
|
||
.token.comment,
|
||
.token.prolog,
|
||
.token.doctype,
|
||
.token.cdata {
|
||
color: #8292a2;
|
||
}
|
||
|
||
.token.punctuation {
|
||
color: #f8f8f2;
|
||
}
|
||
|
||
.token.namespace {
|
||
opacity: .7;
|
||
}
|
||
|
||
.token.property,
|
||
.token.tag,
|
||
.token.constant,
|
||
.token.symbol,
|
||
.token.deleted {
|
||
color: #f92672;
|
||
}
|
||
|
||
.token.boolean,
|
||
.token.number {
|
||
color: #ae81ff;
|
||
}
|
||
|
||
.token.selector,
|
||
.token.attr-name,
|
||
.token.string,
|
||
.token.char,
|
||
.token.builtin,
|
||
.token.inserted {
|
||
color: #a6e22e;
|
||
}
|
||
|
||
.token.operator,
|
||
.token.entity,
|
||
.token.url,
|
||
.language-css .token.string,
|
||
.style .token.string,
|
||
.token.variable {
|
||
color: #f8f8f2;
|
||
}
|
||
|
||
.token.atrule,
|
||
.token.attr-value,
|
||
.token.function,
|
||
.token.class-name {
|
||
color: #e6db74;
|
||
}
|
||
|
||
.token.keyword {
|
||
color: #66d9ef;
|
||
}
|
||
|
||
.token.regex,
|
||
.token.important {
|
||
color: #fd971f;
|
||
}
|
||
|
||
.token.important,
|
||
.token.bold {
|
||
font-weight: bold;
|
||
}
|
||
.token.italic {
|
||
font-style: italic;
|
||
}
|
||
|
||
.token.entity {
|
||
cursor: help;
|
||
}
|
||
/*
|
||
* New diff- syntax
|
||
*/
|
||
|
||
pre[class*="language-diff-"] {
|
||
--eleventy-code-padding: 1.25em;
|
||
padding-left: var(--eleventy-code-padding);
|
||
padding-right: var(--eleventy-code-padding);
|
||
}
|
||
.token.deleted {
|
||
background-color: hsl(0, 51%, 37%);
|
||
color: inherit;
|
||
}
|
||
.token.inserted {
|
||
background-color: hsl(126, 31%, 39%);
|
||
color: inherit;
|
||
}
|
||
|
||
/* Make the + and - characters unselectable for copy/paste */
|
||
.token.prefix.unchanged,
|
||
.token.prefix.inserted,
|
||
.token.prefix.deleted {
|
||
-webkit-user-select: none;
|
||
user-select: none;
|
||
display: inline-flex;
|
||
align-items: center;
|
||
justify-content: center;
|
||
padding-top: 2px;
|
||
padding-bottom: 2px;
|
||
}
|
||
.token.prefix.inserted,
|
||
.token.prefix.deleted {
|
||
width: var(--eleventy-code-padding);
|
||
background-color: rgba(0,0,0,.2);
|
||
}
|
||
|
||
/* Optional: full-width background color */
|
||
.token.inserted:not(.prefix),
|
||
.token.deleted:not(.prefix) {
|
||
display: block;
|
||
margin-left: calc(-1 * var(--eleventy-code-padding));
|
||
margin-right: calc(-1 * var(--eleventy-code-padding));
|
||
text-decoration: none; /* override del, ins, mark defaults */
|
||
color: inherit; /* override del, ins, mark defaults */
|
||
}
|
||
/* This is an arbitrary CSS string added to the bundle */
|
||
/* Defaults */
|
||
@font-face {
|
||
font-family: "Atkinson Hyperlegible";
|
||
src: url('/css/files/atkinson-hyperlegible-latin-400-normal.woff2') format('woff2');
|
||
font-display: swap;
|
||
}
|
||
@font-face {
|
||
font-family: "Atkinson Hyperlegible";
|
||
font-weight: bold;
|
||
src: url('/css/files/atkinson-hyperlegible-latin-700-normal.woff2') format('woff2');
|
||
font-display: swap;
|
||
}
|
||
@font-face {
|
||
font-family: "Atkinson Hyperlegible";
|
||
font-style: italic
|
||
src: url('/css/files/atkinson-hyperlegible-latin-400-italic.woff2') format('woff2');
|
||
font-display: swap;
|
||
}
|
||
|
||
:root {
|
||
--font-family: "Atkinson Hyperlegible", -apple-system, system-ui, sans-serif;
|
||
--font-family-monospace: Consolas, Menlo, Monaco, Andale Mono WT, Andale Mono, Lucida Console, Lucida Sans Typewriter, DejaVu Sans Mono, Bitstream Vera Sans Mono, Liberation Mono, Nimbus Mono L, Courier New, Courier, monospace;
|
||
font-size: 18px;
|
||
}
|
||
|
||
/* Theme colors */
|
||
:root {
|
||
--color-gray-20: #e0e0e0;
|
||
--color-gray-50: #C0C0C0;
|
||
--color-gray-90: #333;
|
||
|
||
--background-color: #fff;
|
||
|
||
--text-color: var(--color-gray-90);
|
||
--text-color-link: #d61d4a;
|
||
--text-color-link-active: #853439;
|
||
--text-color-link-visited: #e8325e;
|
||
|
||
--syntax-tab-size: 2;
|
||
}
|
||
|
||
@media (prefers-color-scheme: dark) {
|
||
:root {
|
||
--color-gray-20: #e0e0e0;
|
||
--color-gray-50: #C0C0C0;
|
||
--color-gray-90: #dad8d8;
|
||
|
||
/* --text-color is assigned to --color-gray-_ above */
|
||
--text-color-link: #1493fb;
|
||
--text-color-link-active: #6969f7;
|
||
--text-color-link-visited: #a6a6f8;
|
||
|
||
--background-color: #15202b;
|
||
}
|
||
}
|
||
|
||
|
||
/* Global stylesheet */
|
||
* {
|
||
box-sizing: border-box;
|
||
}
|
||
|
||
@view-transition {
|
||
navigation: auto;
|
||
}
|
||
|
||
html,
|
||
body {
|
||
padding: 0;
|
||
margin: 0 auto;
|
||
font-family: var(--font-family);
|
||
color: var(--text-color);
|
||
background-color: var(--background-color);
|
||
}
|
||
html {
|
||
overflow-y: scroll;
|
||
}
|
||
body {
|
||
max-width: 40em;
|
||
}
|
||
|
||
/* https://www.a11yproject.com/posts/how-to-hide-content/ */
|
||
.visually-hidden {
|
||
clip: rect(0 0 0 0);
|
||
clip-path: inset(50%);
|
||
height: 1px;
|
||
overflow: hidden;
|
||
position: absolute;
|
||
white-space: nowrap;
|
||
width: 1px;
|
||
}
|
||
|
||
p:last-child {
|
||
margin-bottom: 0;
|
||
}
|
||
p {
|
||
line-height: 1.5;
|
||
}
|
||
|
||
li {
|
||
line-height: 1.5;
|
||
}
|
||
|
||
a[href] {
|
||
color: var(--text-color-link);
|
||
}
|
||
a[href]:visited {
|
||
color: var(--text-color-link-visited);
|
||
}
|
||
a[href]:hover,
|
||
a[href]:active {
|
||
color: var(--text-color-link-active);
|
||
}
|
||
|
||
main,
|
||
footer {
|
||
padding: 1rem;
|
||
}
|
||
main :first-child {
|
||
margin-top: 0;
|
||
}
|
||
|
||
header {
|
||
border-bottom: 1px dashed var(--color-gray-20);
|
||
}
|
||
header:after {
|
||
content: "";
|
||
display: table;
|
||
clear: both;
|
||
}
|
||
|
||
footer {
|
||
border-top: 1px dashed var(--color-gray-50);
|
||
}
|
||
|
||
.links-nextprev {
|
||
display: flex;
|
||
justify-content: space-between;
|
||
gap: .5em 1em;
|
||
list-style: "";
|
||
border-top: 1px dashed var(--color-gray-20);
|
||
padding: 1em 0;
|
||
}
|
||
.links-nextprev > * {
|
||
flex-grow: 1;
|
||
}
|
||
.links-nextprev-next {
|
||
text-align: right;
|
||
}
|
||
|
||
table {
|
||
margin: 1em 0;
|
||
}
|
||
table td,
|
||
table th {
|
||
padding-right: 1em;
|
||
}
|
||
|
||
pre,
|
||
code {
|
||
font-family: var(--font-family-monospace);
|
||
}
|
||
pre:not([class*="language-"]) {
|
||
margin: .5em 0;
|
||
line-height: 1.375; /* 22px /16 */
|
||
-moz-tab-size: var(--syntax-tab-size);
|
||
-o-tab-size: var(--syntax-tab-size);
|
||
tab-size: var(--syntax-tab-size);
|
||
-webkit-hyphens: none;
|
||
-ms-hyphens: none;
|
||
hyphens: none;
|
||
direction: ltr;
|
||
text-align: left;
|
||
white-space: pre;
|
||
word-spacing: normal;
|
||
word-break: normal;
|
||
overflow-x: auto;
|
||
}
|
||
code {
|
||
word-break: break-all;
|
||
}
|
||
|
||
/* Header */
|
||
header {
|
||
display: flex;
|
||
gap: 1em .5em;
|
||
flex-wrap: wrap;
|
||
align-items: center;
|
||
padding: 1em;
|
||
}
|
||
.home-link {
|
||
font-size: 1.5em; /* 16px /16 */
|
||
font-weight: 700;
|
||
margin-right: 2em;
|
||
}
|
||
.home-link:link:not(:hover) {
|
||
text-decoration: none;
|
||
}
|
||
|
||
/* Nav */
|
||
.nav {
|
||
display: flex;
|
||
padding: 0;
|
||
margin: 0;
|
||
list-style: none;
|
||
}
|
||
.nav-item {
|
||
display: inline-block;
|
||
margin-right: 1em;
|
||
}
|
||
.nav-item a[href]:not(:hover) {
|
||
text-decoration: none;
|
||
}
|
||
.nav a[href][aria-current="page"] {
|
||
text-decoration: underline;
|
||
}
|
||
|
||
/* Posts list */
|
||
.postlist {
|
||
list-style: none;
|
||
padding: 0;
|
||
padding-left: 1.5rem;
|
||
}
|
||
.postlist-item {
|
||
display: flex;
|
||
flex-wrap: wrap;
|
||
align-items: baseline;
|
||
counter-increment: start-from -1;
|
||
margin-bottom: 1em;
|
||
}
|
||
.postlist-item:before {
|
||
display: inline-block;
|
||
pointer-events: none;
|
||
content: "" counter(start-from, decimal-leading-zero) ". ";
|
||
line-height: 100%;
|
||
text-align: right;
|
||
margin-left: -1.5rem;
|
||
}
|
||
.postlist-date,
|
||
.postlist-item:before {
|
||
font-size: 0.8125em; /* 13px /16 */
|
||
color: var(--color-gray-90);
|
||
}
|
||
.postlist-date {
|
||
word-spacing: -0.5px;
|
||
}
|
||
.postlist-link {
|
||
font-size: 1.1875em; /* 19px /16 */
|
||
font-weight: 700;
|
||
flex-basis: calc(100% - 1.5rem);
|
||
padding-left: .25em;
|
||
padding-right: .5em;
|
||
text-underline-position: from-font;
|
||
text-underline-offset: 0;
|
||
text-decoration-thickness: 1px;
|
||
}
|
||
.postlist-item-active .postlist-link {
|
||
font-weight: bold;
|
||
}
|
||
|
||
/* Archive list */
|
||
.archivelist {
|
||
padding: 0;
|
||
padding-left: 2.5rem;
|
||
}
|
||
.archivelist-item {
|
||
align-items: baseline;
|
||
margin-bottom: 1em;
|
||
}
|
||
.archivelist-item::marker {
|
||
text-align: right;
|
||
margin-left: -1.5rem;
|
||
font-size: 0.8125em; /* 13px /16 */
|
||
color: var(--color-gray-90);
|
||
}
|
||
.archivelist-date {
|
||
font-size: 0.8125em; /* 13px /16 */
|
||
color: var(--color-gray-90);
|
||
word-spacing: -0.5px;
|
||
}
|
||
.archivelist-link {
|
||
font-size: 1.1875em; /* 19px /16 */
|
||
font-weight: 700;
|
||
flex-basis: calc(100% - 1.5rem);
|
||
padding-left: .25em;
|
||
padding-right: .5em;
|
||
text-underline-position: from-font;
|
||
text-underline-offset: 0;
|
||
text-decoration-thickness: 1px;
|
||
}
|
||
.archivelist-item-active .archivelist-link {
|
||
font-weight: bold;
|
||
}
|
||
|
||
|
||
/* Tags */
|
||
.post-tag {
|
||
display: inline-flex;
|
||
align-items: center;
|
||
justify-content: center;
|
||
text-transform: capitalize;
|
||
font-style: italic;
|
||
}
|
||
.postlist-item > .post-tag {
|
||
align-self: center;
|
||
}
|
||
|
||
/* Tags list */
|
||
.post-metadata {
|
||
display: inline-flex;
|
||
flex-wrap: wrap;
|
||
gap: .5em;
|
||
list-style: none;
|
||
border-top: 1px dashed var(--color-gray-20);
|
||
border-bottom: 1px dashed var(--color-gray-20);
|
||
padding: 3px 0px 3px 0px;
|
||
margin: 0;
|
||
font-size: .8em;
|
||
}
|
||
.post-metadata time {
|
||
margin-right: 1em;
|
||
}
|
||
|
||
/* Direct Links / Markdown Headers */
|
||
.header-anchor {
|
||
text-decoration: none;
|
||
font-style: normal;
|
||
font-size: 1em;
|
||
margin-left: .1em;
|
||
}
|
||
a[href].header-anchor,
|
||
a[href].header-anchor:visited {
|
||
color: transparent;
|
||
}
|
||
a[href].header-anchor:focus,
|
||
a[href].header-anchor:hover {
|
||
text-decoration: underline;
|
||
}
|
||
a[href].header-anchor:focus,
|
||
:hover > a[href].header-anchor {
|
||
color: #aaa;
|
||
}
|
||
|
||
h2 + .header-anchor {
|
||
font-size: 1.5em;
|
||
font-weight: bold;
|
||
}
|
||
|
||
h1 {
|
||
font-weight: bolder;
|
||
}
|
||
|
||
summary {
|
||
font-size: 1.5em;
|
||
font-weight: bold;
|
||
margin-bottom: .5em;
|
||
}
|
||
|
||
img {
|
||
display: block;
|
||
margin-left: auto;
|
||
margin-right: auto;
|
||
}
|
||
|
||
blockquote {
|
||
display: block;
|
||
margin-left: 2em;
|
||
margin-right: 3em;
|
||
padding-left: 10px;
|
||
border-left: 10px solid var(--text-color-link);
|
||
}
|
||
|
||
hr.new {
|
||
border: none;
|
||
border-top: 1px dashed var(--color-gray-50);
|
||
}
|
||
/* Webmention Section */
|
||
|
||
.webmentions {
|
||
display:block;
|
||
text-align: left;
|
||
}
|
||
.webmentions__facepile {
|
||
display:flex;
|
||
align-items: center;
|
||
flex-wrap: wrap;
|
||
}
|
||
.webmentions__face {
|
||
width: 2rem;
|
||
height: 2rem;
|
||
border-radius: 50%;
|
||
object-fit: cover;
|
||
flex: none;
|
||
}
|
||
.webmentions__list {
|
||
list-style-type: none;
|
||
padding:0;
|
||
}
|
||
.webmentions__item {
|
||
margin-bottom: 2rem;
|
||
}
|
||
|
||
/* Single Webmention */
|
||
|
||
.webmention {
|
||
display:block;
|
||
}
|
||
.webmention__meta,
|
||
.webmention__author {
|
||
display: flex;
|
||
align-items: center;
|
||
flex-wrap: wrap;
|
||
}
|
||
.webmention__meta {
|
||
margin-bottom:.5rem;
|
||
}
|
||
.webmention__author {
|
||
margin-right:.25rem;
|
||
}
|
||
.webmention__author__photo {
|
||
height: 3rem;
|
||
width: 3rem;
|
||
border-radius: 50%;
|
||
object-fit: cover;
|
||
margin-right:.5rem;
|
||
}
|
||
.webmention__pubdate {
|
||
font-style: italic;
|
||
}
|
||
/* Message Box */
|
||
.message-box {
|
||
--color-message-box: #ffc;
|
||
|
||
display: block;
|
||
background-color: var(--color-message-box);
|
||
color: var(--color-gray-90);
|
||
padding: 1em 0.625em; /* 16px 10px /16 */
|
||
}
|
||
.message-box ol {
|
||
margin-top: 0;
|
||
}
|
||
|
||
@media (prefers-color-scheme: dark) {
|
||
.message-box {
|
||
--color-message-box: #082840;
|
||
}
|
||
}</style>
|
||
</head>
|
||
<body>
|
||
<a href="#skip" class="visually-hidden">Skip to main content</a>
|
||
|
||
<header>
|
||
<a href="/" class="home-link">kfitz</a>
|
||
<nav>
|
||
<h2 class="visually-hidden" id="top-level-navigation-menu">Top level navigation menu</h2>
|
||
<ul class="nav">
|
||
<li class="nav-item"><a href="/">Home</a></li>
|
||
<li class="nav-item"><a href="/blog/">Archive</a></li>
|
||
<li class="nav-item"><a href="/about/">About</a></li>
|
||
<li class="nav-item"><a href="/projects/">Projects</a></li>
|
||
<li class="nav-item"><a href="/presentations/">Presentations</a></li>
|
||
<li class="nav-item"><a href="/teaching/">Teaching</a></li>
|
||
<li class="nav-item"><a href="/feed/feed.xml">Feed</a></li>
|
||
</ul>
|
||
</nav>
|
||
</header>
|
||
|
||
<link href="/pagefind/pagefind-ui.css" rel="stylesheet">
|
||
<script src="/pagefind/pagefind-ui.js"></script>
|
||
<div id="search"></div>
|
||
<script>
|
||
window.addEventListener('DOMContentLoaded', (event) => {
|
||
new PagefindUI({ element: "#search", showSubResults: true });
|
||
});
|
||
</script>
|
||
|
||
<main id="skip">
|
||
<heading-anchors>
|
||
|
||
<h1 id="you-have-the-right-to-an-apology">You Have the Right to an Apology</h1>
|
||
|
||
<ul class="post-metadata">
|
||
<li><time datetime="2007-03-24">24 March 2007</time></li>
|
||
<li><a href="/tags/travel/" class="post-tag">travel</a></li>
|
||
</ul>
|
||
|
||
<p>There’s been a lot of talk about the need for an <a href="http://www.mercurynews.com/travel/ci_5411902">Air Traveler’s Bill of Rights</a> of late, particularly since February’s <a href="http://www.latimes.com/business/la-fi-jetblue20feb20,0,2269627.story?coll=la-home-headlines">JetBlue fiasco</a>. I’m all for pressuring the airlines to be more proactive in its approach to customer service, as goodness knows I’ve experienced my fair share of delays and aggravations.</p>
|
||
<p>More than anything, though, I think that the airlines need to focus on treating all passengers like they treat their elite frequent flyers. Here’s the kind of thing I’m talking about: I flew yesterday to New York, but got delayed in Houston. Not for a long time — we were about an hour and a half late departing, first because of an air traffic control delay, and then because of a mechanical issue. Continental delayed boarding until we were actually ready to go, so we weren’t trapped on the plane all that time. It just wasn’t that big a deal.</p>
|
||
<p>However, this morning, I got this email message:</p>
|
||
<blockquote>
|
||
<p>Dear Ms. Kathleen Fitzpatrick:</p>
|
||
<p>You are a valued Platinum Elite member of our OnePass program and we strive to meet your travel needs at all times. When we don’t succeed we take it very seriously. Our records show that you experienced an inconvenience while traveling with us between Houston/ George Bush, TX (IAH) and New York/ LaGuardia, NY (LGA) on 03/23/2007.</p>
|
||
<p>We work hard every day to ensure that all Continental Airlines flights operate safely and on time. There are times when even our best efforts cannot prevent a flight disruption. We are sorry if this experience was inconvenient for you.</p>
|
||
<p>So as a goodwill gesture, 500 OnePass bonus miles have been deposited into your account. Continental Airlines employees are committed to providing you an excellent and safe travel experience. We appreciate your business and look forward to serving you in the future.</p>
|
||
</blockquote>
|
||
<p>The miles, while a nice touch, are more gestural than anything. What actually meant something to me was the apology — and even more than that, <em>that the apology appeared without my demanding it</em>. I hadn’t complained, and didn’t intend to. So what’s amazing here is that the airline noticed that I might have been inconvenienced, and acknowledged their responsibility.</p>
|
||
<p>Granted, there are many more passengers than there are Platinum Elite frequent flyers. But how hard would it be for the airlines to issue such an apology to every passenger so inconvenienced?</p>
|
||
|
||
<ul class="links-nextprev"><li class="links-nextprev-prev">← Previous<br> <a href="/punishing-california/">Punishing California</a></li><li class="links-nextprev-next">Next →<br><a href="/times-arrow-but-not-in-a-martin-amisy-way/">Time's Arrow (But Not In A Martin Amisy Way)</a></li>
|
||
</ul>
|
||
|
||
<hyvor-talk-comments website-id="9100" page-id="/you-have-the-right-to-an-apology/"></hyvor-talk-comments>
|
||
|
||
<div class="webmentions" id="webmentions">
|
||
<h3 id="webmentions-2">Webmentions</h3>
|
||
|
||
|
||
<p>No replies yet.</p>
|
||
|
||
|
||
|
||
|
||
|
||
|
||
|
||
|
||
|
||
</div>
|
||
|
||
|
||
</heading-anchors>
|
||
</main>
|
||
|
||
<footer>
|
||
<p><em>Built with <a href="https://www.11ty.dev/">Eleventy v3.0.0</a>. All content <a href="https://creativecommons.org/licenses/by/4.0/deed.en">CC BY 4.0</a> if you're human.</em></p><p></p>
|
||
</footer>
|
||
|
||
<!-- This page `/you-have-the-right-to-an-apology/` was built on 2025-02-18T13:19:09.325Z -->
|
||
<script type="module" src="/dist/rJ3_G-2ArF.js"></script>
|
||
</body>
|
||
</html>
|