I'm interested in what the decision to monetize customer service does to the service offered to all the poor, hapless traveling slobs who elect NOT to pay for the attention...

I've written about this action/reaction relationship in services these days at DIM BULB: http://dimbulb.typepad.com/my_weblog/2008/04/actionreaction.html

My conspiracy theory is that it's all a massive marketing effort...fingerprint travelers, then correlate their movements vis a vis all the advertising nonsense that covers every surface, and voila!

Ok, so not really. But the place has certainly was conceived as a nightmare, and built to deliver one to every hapless traveler. I wrote a bit about BAA's vision for a horrible travel experience at DIM BULB: http://dimbulb.typepad.com/my_weblog/2008/02/tell-me-about-m.html.

And that stuff about fingerprint pads all gummed up with other folk's schmear? Yuck!

Oh, those police and media in boston were so stupid and small-minded! They should have known better, reacted differently, and appreciated the artistic merits of the stunt.

Not.

For a contrarian view, check out my essay at DIM BULB: http://dimbulb.typepad.com/my_weblog/2008/02/the-led-stunt-w.html

A year later, and the best we can do is wax poetic about how stupid the authorities in boston behaved? I have a different take on it at DIM BULB if you'd like to check it out: http://dimbulb.typepad.com/my_weblog/2008/02/the-led-stunt-w.html