Shelley Benjamin thought she’d paid $99 for an aisle seat reservation on a Swiss flight to Zürich. But then she tried to find room for her baby. “Why did I pay Swiss an extra $99 for a middle seat?”
All this recent talk of cookies and computer algorithms would have you believe an airline website can read your mind. That’s apparently what Christine Fernandez thought when she clicked on the Swiss site a few weeks ago.
But the sites aren’t that sophisticated yet. Her experience has a valuable lesson for the rest of us: Unlike human reservations agents, websites can’t divine your intent. Don’t do anything you aren’t absolutely certain of.
“Warning: Airline sites can’t read your mind, no matter what they say”