More on the Failure of Airports
Seth Godin had a great post today, “Eleven Things Companies Can Learn from Airports”, on some of the ways and reasons that airports are a horrible customer experience.
I would add number 12: the organizations involved in the airport all have a fundamentally different measure of performance than you do as a customer. They care solely about bandwidth, and you care about latency. Their goal is to get as many people through the airport at lowest cost as possible.