Airline information security failures

In my work I get to travel a fair amount, Across Africa and the Middle East mostly. On my travels I'm always thinking to myself, "why don't you guys implement ISO 27001 and make the world a better place?" Here's an example of one of those times.

Recently I was traveling home from Riyadh, Saudi Arabia, on one of the region's low-cost carriers, +flydubai. I arrived in plenty of time at the airport, checked in (no online checkin unfortunately), made my way through the immigration and security queues, and headed for the gate noted on my ticket. When I got there, there was no airline representative and no information on the screen. No Fly Dubai plane parked outside either. On the airport information screens it was mentioned, "Fly Dubai - Gate 17 - Counter closed" so I took this to mean that I was too early. 

It'd been a long week so as usual, I wander off to the business lounge to eat, drink, and relax while I wait for the "Gate Open" or "Boarding" announcement on the screens.

After some time, the announcement is updated to "Delayed". Trying to get some more information, I go back to the gate. Still no rep' from the airline, and no plane outside the gate. I'm starting to feel frustrated at this point. The airline staff on the next gate inform me that the plane didn't even leave from its origin yet, and based on that I estimate I have at least another two hours before there is any chance of departing. Annoyed with the lack of information, I return to the lounge figuring I'll just monitor the screens for an update.

An hour and a half passes. Still nothing.. until suddenly my flight vanishes from the screen! Aggravated and slightly concerned, I go back down to the gate. Nobody is there. Confused, I ask the neighboring counter staff, who inform me that the flight already departed - I am one angry customer!

Fortunately there is another flight leaving an hour later. I assume, given the circumstances, that there would be some concession. No such luck. I am charged full price for a new ticket, and worse, it is a business class ticket since there is no space on the flight in economy. Its no longer low-cost, as the price I'm charged is as expensive as the regular carriers. 

The manager refuses to come out from his office and sends his subordinates (those with no authority to make decisions) and despite a last plee for a reduced price on the ticket, I am refused, left with a choice to either reside forever-more in a Saudi airport, or pay through the nose for a second ticket home. 

Those of you reading with a more stuborn view of business and the concept of customer satisfaction are probably thinking that I should have waited aimlessly all day next to the gate so that I wouldn't have missed the flight. Others, maybe those who travel more regularly, probably understand why I didn't.

Regardless, the point is, why doesn't Fly Dubai have an ISO 27001 management system and make the world a better place? With information availability and integrity at its heart, an information security management system could make Fly Dubai, and others like them, more competitive, improve their reputation, and essentially, make them more profitable. I for one will not be using them again (at least not willingly) and certainly can't recommend them to collegues or friends. 

Incidentally, I was subsequently informed by the airline staff -- whilst they were busy blaming me for my error -- that the "Counter Closed" message displayed on the information screen in the lounge was actually a reference to the checkin counter being closed, not the boarding gate counter being closed as I'd wrongly assumed. Why passengers who are already checked in and waiting to board a flight need to be informed about the checkin counter's closure I have no idea. 

Information security failures such as this one can have subtle but cascading effects in the long term. I'm just one voice. But repeated failures will eventually impact their reputation and perhaps change opinions about the benefits of a low-cost carrier. It would have cost them virtually nothing to stick me in one of the empty seats on that next flight. Or at least to acknowledge some degree of responsibilty.. Or even just to give me the benefit of the doubt and offer me a discounted ticket - I am (used to be) a paying customer after all. 

Good practice is good practice for a reason. Wake up airline people and start adopting these standards!

Ok. Time to head to my gate as I post this whilst sitting patiently in an airport lounge and hoping that the information provided is accurate. 

Did anyone else experience the same or similar problems? Does it bug you also, or is it just me? Feel free to post your comments, thoughts, and own experiences.