Scene 1
Midwest Express was having a promotion through Sunday (December 19, 1999).  On Friday (Dec. 17), I went online to purchase my ticket.  The lowest possible sale fare was available.  When it came time for my final click to complete the transaction, the system stalled.  I tried several times to complete the final step; the website kept indicating no no no, no completion of the purchase for you.

Scene 2
On Saturday (Dec. 18), I telephoned Midwest Express to place a reservation.  The lowest possible sale fare was not available.  I had the reservation placed on hold.

Scene 3
On Saturday, after getting off of the telephone, I returned to the website to see if I could at least hold a reservation through the Internet.  Again, at the final step, the system failed to complete the process for me.  I did notice, however, that the sale purchase date had been extended to Tuesday (Dec. 21 -- the date of this diary entry).  Thank you Midwest Express :-).

Scene 4
On Tuesday, I contacted Midwest Express reservations over the telephone.  I asked if the lowest possible fare had become available for my current itinerary.  The reservation specialist said "no" politely.  I asked about some alternative dates to see if I could get the lowest possible sale fare (please remember, I am frugal, not cheap, and a scientist on a mission).  The lowest sale fare was available if I was willing to change my itinerary to return on a different day.  I said I would get back to them on that as I needed to think about this offline (I think she understood).

Scene 5
Back to the website after hanging up the telephone (hey, I'm a Weinberg -- I'm going to get the best price; and I've got a PhD -- I'm relentless and I love detail, and that's what this research is partly about).  I log in, enter my desired itinerary, and...what's this?  The lowest possible sale fare is quoted.  I enter my credit card number, complete the transaction and receive a confirmation number

Scene 6 (yes, there's more)
I called Midwest Express to confirm my reservation using the confirmation number from my online transaction; I am indeed booked and reserved to sit in an aisle seat (my preference).  When I mentioned that I had just completed my first Web experience with Midwest Express, she said it was a good idea that I called to confirm my reservation.  She knew of people who had made their reservations through Expedia or other online travel services and were  never confirmed for a flight (someone dropped the ball or this is the beginning of a good Urban Legend), and unfortunately, in some instances, did not learn of this until just before flight time (i.e., as a result, they weren't going anywhere unless they were going to pay the walkup fare -- ouch).  Glad that wasn't me, and we hope it is never you.

I also described to the reservation specialist my experience with the fare availability.  She repriced my ticket and found that the lowest possible fare was indeed available; in fact the plane was "wide open."  Jeepers.

Some Improvements

1) Midwest Express should list the reserved itinerary (i.e., departure and return dates, times and flight numbers) at all times .  After deciding to purchase my reservation at the listed price, and clicking to proceed with completing the transaction, I never saw my itinerary again.  I  purchased a restricted ticket (i.e., one where it costs $75 to make a change) and I always think of these purchases as ones where there is "no turning back."  As I am clicking through to complete the transaction, I kept wondering, "I did select xxxxxx as the departure date and time, right?  I entered yyyyyy as the return date and time, didn't I?"  The website did not offer any reassurance that I was indeed purchasing what I had planned to and thought I was purchasing; I typically need this when I purchase "no turning back" items.

2) It has been about six hours since I completed the ticket purchase and Midwest Express is yet to send me an email confirmation; maybe they never will.  It would be comforting to receive an email confirmation.  Automatic email reply systems exist today and Midwest Express should use one.  This is the first time that I have not received a prompt (e.g., in some cases instantaneously) confirmation reply from a merchant.  Even eBay "mom and pop" sellers keep me posted on key process aspects of a transaction.

3) At the very end of the transaction, I am offered the opportunity to either make another reservation or update my profile; I didn't notice the option of logging out (one does "sign in" to the website).  This isn't necessary, technically, as I exited the website by directing Netscape to another URL (also, I could have closed the browser window).  Nevertheless, it is natural to want to "log out" from a system that requires one to "log in."  We have been programmed to believe that our account security could be in jeopardy when we do not sign out from a computer based system.

And now, a story  about buying an automobile and using the Internet for assistance.  This is a true story about someone for whom I provided some helpful information about buying autos online.

Scene 1
He specifies his interest for a Volvo V70.  A nearby dealer has offered him a "reasonable" price of $1000 over invoice and states that he won't find a better deal, not even over the Internet as he is also an Internet dealer.  My friend, initially, believes that this is reasonable and that he would be getting an Internet price.

Scene 2
I suggest that he look at the prices offered by CarsDirect, and CarOrder.  The price offered by CarsDirect is about the same as that offered by the dealer.  CarOrder's price is $1000 below Invoice.  He liked the price offered by CarOrder, but he did not like the uncertainty associated with the delivery date (CarOrder does not promise a delivery date from the outset -- CarsDirect does provide a delivery date).

I decide to email AutoWeb and get their pricing.  A local dealer, not as conveniently located, offers a price of $750 below invoice.  This dealer is in his consideration set.  He pushes the envelope and calls another area dealer -- not as conveniently located, though still reasonably nearby.  This dealer offers a price of $1000 below invoice.

Scene 3
He informs the nearby dealer, whom he originally contacted, about these offers.  Car offered for and purchased at $1000 below invoice from the nearby dealer.  The Internet is your friend; I am the Consumer Advocate For The People; this person experienced a $2000 swing in price; you can too.  Be smart, use the Net.

Amy surprised me today by leaving some dry cleaning items for Zoots; that's my lovely lady.

(Whisper, whisper, don't tell Amy.  Streamline continues to annoy me and they will be getting the boot very soon.  They forgot to give me a credit for 240 redemption cans and they failed to deliver our orange juice and lemonade -- Ben needs his lemonade.)

My 11th favorite thing to buy online is a computer printer.