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patio11's profile
Patrick McKenzie
Patrick McKenzie
Patrick McKenzie
@patio11

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Patrick McKenzie

@patio11

I work for the Internet, at @stripe, mostly on accelerating startups. Opinions here are my own.

東京都 Tokyo
kalzumeus.com
Joined February 2009

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    Patrick McKenzie‏ @patio11 16 Nov 2019
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    I know we like to downplay BigCo’s ability to ship software that works, and I know it took them 20 years, but I was able to book international flights for four people in under five minutes on Delta today. Never thought I’d be able to say that.

    5:27 AM - 16 Nov 2019
    • 4 Retweets
    • 175 Likes
    • Tweet News John de Largentaye Ralphie Nick Baum 🇸🇪 Rak Garg Devin Kunysz Mark Rogowsky John David Chirag Jain
    12 replies 4 retweets 175 likes
      1. New conversation
      2. Patrick McKenzie‏ @patio11 16 Nov 2019
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        15 seconds of search time, select flight, 2 minutes of selecting seats, 2 minutes of reading to avoid a $4k mistake in data entry, click confirm, 12 seconds later booked.

        3 replies 0 retweets 40 likes
        Show this thread
      3. Patrick McKenzie‏ @patio11 16 Nov 2019
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        Pointedly not required: Payment information; they successfully kept it on file. Passenger information; they successfully kept it on file. Visa/passport information; they successfully kept it on file.

        2 replies 0 retweets 61 likes
        Show this thread
      4. End of conversation
      1. New conversation
      2. Matthew Graham‏ @mattysino 16 Nov 2019
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        Replying to @patio11

        I legit thought this was sarcastic at first. Is that the bar? China’s Ctrip would blow your mind.

        2 replies 0 retweets 4 likes
      3. Patrick McKenzie‏ @patio11 16 Nov 2019
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        Replying to @mattysino

        Always enjoy learning about great UXes, but thought this example of a legacy system getting perceptibly better was worth mentioning. The same task was a 30 minute ordeal, often requiring a phone call, in very recent memory.

        1 reply 1 retweet 20 likes
      4. 2 more replies
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      2. Kevin Kwok‏ @kevinakwok 16 Nov 2019
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        Replying to @patio11

        Tangential but people really have slept on airlines silently going from failing businesses to very successful

        2 replies 0 retweets 12 likes
      3. will minshew‏ @wminshew 16 Nov 2019
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        Replying to @kevinakwok @patio11

        not buffett

        0 replies 0 retweets 3 likes
      4. End of conversation
      1. Dave O'Flynn‏ @daveoflynn 16 Nov 2019
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        Replying to @patio11

        Delta brought their reservation IT in-house five or so years ago:https://www.travelweekly.com/Travel-News/Travel-Technology/Delta-brings-its-reservations-operations-systems-in-house …

        0 replies 0 retweets 11 likes
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      1. Paweł Lasek‏ @pawel_lasek 16 Nov 2019
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        Replying to @patio11

        The internal system that manages the reservations is pretty fast and powerful, it's usually the glued-on external interfaces that are borked.

        0 replies 0 retweets 4 likes
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      1. rcrsv‏ @rcrsv 16 Nov 2019
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        Replying to @patio11

        LAX-KIX in coach on JAL: $2800 Exact JAL planes booked through AA: $690 But AA says I must select seats on JAL site JAL site doesn't recognize AA confirmation # 35 min on phone with JAL, says only AA can book seats on JAL planes 15 min conf call w/ JAL & AA to select seats

        0 replies 0 retweets 4 likes
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      1. Russell Davis‏ @_RussellDavis 16 Nov 2019
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        Replying to @patio11

        Russell Davis Retweeted richö butts

        Counterpoint, later the same day 😂:https://twitter.com/rich0H/status/1195789957593550848 …

        Russell Davis added,

        richö butts @rich0H
        Fuck me, I am 40 minutes into trying to book a flight on @Delta who simultaneously believe I have no stored credit cards and also can't add a card that's already stored.
        0 replies 0 retweets 2 likes
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