I figured we could do with a thread to discuss some of the finer "features" of the AC/AE IT we get to interact with. I'll start with mine from today. It appears that during specification gathering it was decided that the should be a user story that reads: When trying to cancel a flight pass booking that has had an upgrade/waitlist applied to it, the user should think "this is an edge case scenario, I should call to make this happen" and proceed to call the phone desk to complete their desired transaction. Apparently the "only online" mantra for flight pass actions is extended to everything except applying upgrades (although that might change with eUpgrades, but I'm not holding my breath), removing upgrades and cancelling upgraded flights. Having those covered by online functionality would be too much like you could perform all flight pass actions "only online". Better yet, if you're not going to provide this functionality, how about not providing the Cancel button when a flight is upgraded? Or, in a fit of lucidity, how about an error message that says "Hey you can't do this" instead of the crap that is currently vomited onto the screen. Speaking as a card carrying geek, probably the most frightful thing through this experience was being told by the SE Desk that "Oh, it's now only have way done. Let me call the help desk to finish that." WTF buttercup? Your system allows me to put data into an invalid state (ticket was cancelled but the credit wasn't added back to my account I think)? Doesn't this fly in the face of everything we know and do as IT professionals? Colour me unimpressed....until I find the person who is responsible for this and I figure out how to get a contract to fix it.