Foreword
Just about everyone can remember being inconvenienced by a computer outage at sometime during their lives. I particularly remember walking into the Melbourne airport on a sunny Saturday morning and discovering that the computer which ran all the check-in terminals was down. It stayed down all morning, exposing just how time-consuming and awkward the manual check-in process was. Some of us made it to our destinations many hours late; others were not so lucky. And I remember the hours-long check-in lines at the Baltimore airport many years later; the computer running Southwest’s check-in kiosks was out and this time there was no manual backup process. After multiple long lines, we raced to our gate just in time to board before the door ...
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