Weekly output: streaming-media survey, U.S. wireless-industry history, Cue Health vulnerability, United app’s flight simulator, Earth Day optimism, federal broadband-buildout plans

In 48 hours from now, I will once again be on a plane over the Atlantic. My excuse this time is leading a panel discussion at the TechChill conference in Riga, Latvia–a new-to-me conference at which a few friends of mine have spoken before. (One of these guys may have put in a good word for me with the organizers, in which case I guess I’ll be buying him dinner some time this week.)

4/18/2022: Why Do People Stream? Must-Watch Shows, Not Cord-Cutting Cost Savings, PCMag

I wrote up a MoffettNathanson survey about people’s streaming-media habits.

Screenshot of the MEF page as seen in Safari on my Pixel 5a, with a still from the video in which I'm holding up a Nextel-logoed hourglass.4/20/2022: A historical perspective of the USA Wireless market, Mobile Ecosystem Forum

I met Dario Betti, the CEO of this industry group, at MWC Barcelona in February, and afterwards he asked if he could interview me about my experience watching the U.S. wireless industry evolve over the past 30 years. I was delighted to geek out about that and brought a couple of props to our video discussion–for instance, a Nextel-logoed hourglass and a 1990s-vintage Nokia analog cell phone.

4/21/2022: Flaw in COVID-19 Testing Gadget Could’ve Been Exploited to Change Results, PCMag

This report about a found-and-fixed flaw in the Bluetooth component of Cue Health’s COVID-19 test reader initially called the security company that found the flaw WeSecure, not WithSecure. That error crept into the post during the editing process for reasons that nobody could untangle after the fact.

4/22/2022: United Airlines Adds a Boeing 787 Flight Simulator to Its App, PCMag

The first video-game review that I’ve written in maybe 20 years involved a flight simulator added to the airline app I use all the time. How could I not write that up?

4/22/2022: 5 technologies that should give us some hope for the planet’s future, Fast Company

One of my editors at FC asked if I could write an Earth Day post outlining some reasons to feel less doomed about the environment’s future. The resulting post started off close to home–the giant Dominion Energy wind farm planned off Virginia Beach, along with the turbine-blade manufacturing facility set to be built near there at the Portsmouth Marine Terminal.

4/22/2022: Feds: Before We Spend Billions on Broadband Rollout, We Need Better Maps, PCMag

The infrastructure bill passed last year includes $65 billion to extend broadband to Americans with slow or no Internet access, but the feds can’t spend that money effectively without accurate connectivity cartography.

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Travel achievement unlocked: million-miler status on United Airlines

The past three months of travel have returned me to many of my usual winter destinations, which has been great all around. But one flight in particular also took me somewhere I’d never reached before: past one million miles on United Airlines, a line I crossed 75 miles before landing in Frankfurt on my way to Barcelona for MWC last month.

Boarding passes--one for the IAD-FRA flight that put me over 1,000,000 miles, followed by older ones from United and Continental, with foreign-currency coins placed to hide my frequent-flyer numbers--sit atop a route map from United's Hemispheres magazine on which Dulles and Newark are visible.

That’s not one million frequent-flyer miles earned: United, like American Airlines and Delta Air Lines, offers a separate set of benefits to long-term customers based on miles flown. And United is both stricter about welcoming passengers to them and more generous afterwards.

Where Delta simply totals expenditure-based elite-qualifying miles and American factors in flight distance on paid flights on its aircraft plus base miles earned on paid partner-airline flights, United counts just miles aboard its own planes with only two minor accounting exceptions (read after the jump if you want the details). Its reward for the first million miles is MileagePlus Gold status for life–still the best mid-tier status you can get on the big three carriers.

My journey of a million miles started with an ignominious single step: I misplaced a paper ticket and flew Continental Airlines a day late from Newark to Paris to visit my family in the spring of 1989. (I didn’t have a CO frequent-flyer account until my father opened one for me in January of that year; thanks, Dad.) After a couple of years of that transatlantic lifestyle, I barely left the ground for the next few years and flew Continental even less. Fortunately, that airline didn’t enforce a miles-expiration policy–allowing my wife and I have a wonderful ride to Italy and back for our honeymoon, upgraded with miles I’d earned a decade ago.

I didn’t open a frequent-flyer account on United itself until 2003. (My Washington Post colleague Keith Alexander’s business-travel coverage and my belated introduction to FlyerTalk were instrumental in making me realize the utility of focusing my business on the airline with a hub here.) E-mail statements from United are the only records I have left that long ago of my lifetime miles, and they show the number slowly ascending–from 52,056 in February of 2007 to 92,926 in February of 2009.

A blue United tag, with a 737's engine and the Pacific Ocean visible through a window in the background.

But then two things happened within about six months: United and Continental completed their merger in October of 2010, and then the Washington Post got rid of my column and my job. The first development combined lifetime miles mostly accumulated on flights out of Newark in the previous century with those I’d clocked more recently out of Dulles and National; the second freed me to travel, both on my own money and that of conference organizers.

By February of 2016, I was up to 581,205 miles; by February of 2018, two years of covering and speaking at events across oceans had me at 750,291. Along the way, I developed an exhaustive acquaintance with the seat maps of United’s fleet, increasingly detailed mental maps of its hubs, and an enduring fondness for George Gershwin’s “Rhapsody in Blue” even after hearing snippets of it thousands of times in United ads, safety videos and hold music.

At the start of 2020, I finally added a column to my status-tracking spreadsheet (if you don’t have one and you’ve read this far, you should fix that) to record my million-mile progress. And then that progress stopped.

Last year saw this journey resume in earnest, and I finally crossed the million-mile mark on Feb. 26. Some avgeeks have had their flight crews celebrate the occasion, but I didn’t want to make myself too much of the story.

Because my newfound lifetime status wasn’t just about me: United lets million milers designate a companion to share their benefits, meaning I could elevate my wife to my own status. Sending an early-morning e-mail from a lounge in Frankfurt to surprise her with that news felt as good as any upgrade clearing ever has.

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An unlikely return to the skies

Weeks spent wondering when I might next get on a plane turned into months–and then that wait ended a little after 7 a.m. Friday, when I boarded a flight from National Airport to Newark.

I had no personal or business appointment near EWR. I just had my habit developed over the last nine years of flying on Sept. 11–plus a stash of future flight credit on United with no imminent use, a growing despondency over my grounded status, an empty schedule Friday, and enough research to establish that I could take a day trip then on largely-empty planes for a reasonable fare.

Commercial aviation’s pandemic-wracked status made this short-notice jaunt possible, in that I didn’t book Friday’s itinerary until Wednesday. The price of procrastination was a little complexity: The cheapest itinerary that would let me leave my city and altitude and arrive home in time for dinner without brittle connections had me flying from National to Newark to Columbus back to Newark and then home to Dulles.

That’s a bit ridiculous, but as a card-carrying avgeek I could not turn it down.

The flights themselves were fine and seemed safe. I spent more time near more random people making my grocery-store visits this week than I did up in the air, and airplanes have much better air ventilation and filtration. It helped that my frequent-flyer status on United allowed my upgrades to clear on all four legs–but note that a seat up front doesn’t get you much more in these pandemic days than extra personal space. I kept my mask on except to have a beverage or a snack on each flight, and everybody near me did the same.

But the real reward consisted of the chances to appreciate the memorial United employees once again set up at EWR to commemorate the crews of UA 93 and UA 175, soak in the post-departure perspective of a Manhattan skyline that doesn’t match the one I knew up to Sept. 11, 2001, and treasure returning safely to one of my two home airports.

A small consumer victory: exercising a Chase credit card’s trip-delay coverage

I got a giant financial firm to treat me to a nice dinner and a reasonably comfortable hotel room, and I only had to ask once.

But that is what Chase promised with the trip-delay coverage on the credit card I use for business (and also offered on the Sapphire Reserve card carried by almost every avgeek I know). I’d just never cashed in this feature before, and I’d thought they’d make the process a little more difficult.

Should you find yourself in a similar situation, here’s how it worked.

Step one: Miss a flight. In my case, a line of afternoon thunderstorms shut down the airport in San Antonio as I was heading home from covering the Geoint Symposium conference there. That ensured I’d miss my evening flight from Houston back to National Airport and would instead have to fly home the next morning (my thanks to the helpful SAT United Club agents for getting me a spot on the first flight to DCA when only first-class seats were left).

Step two: Pay for what you need. First I got dinner–I treated myself a little at Pappadeaux Seafood Kitchen in terminal E–and then I booked myself a hotel. Knowing I could get that covered, I didn’t stress over my choices and chose the closest decent option Marriott’s app listed, a SpringHill Suites just outside the airport with free shuttle service to and from IAH. Having all these on the same card as my flight simplified things, but that’s also basic business accounting.

Step three: Get documentation. Keeping receipts for dinner and lodging was obvious, but trip-delay coverage also demands verification that you got those bonus hours away from home. At United, this involved sending an e-mail to delayletter@united.com requesting confirmation of my missed connection; two days later, an airline rep e-mailed a PDF outlining what weather did to my itinerary.

Step four: File your claim. After I got home and read One Mile At A Time blogger Ben Schlappig’s recap of exercising his own trip-delay coverage, I opened a claim at the Eclaims site that Chase employs. There, I plugged in the basic details of my travel–original flights, replacement flight, total resulting expenses–and uploaded PDFs of my dinner receipts (I scanned in both the itemized check and signed total), original flight booking receipt, hotel bill and United delay letter.

Step five: Wait for compensation. Nine business days after I submitted the claim, I got an e-mail reporting approval of it. The money should be in my bank account in three to five business days, which means I’ll have it before I need to pay off the credit-card balance.

That made me a satisfied customer… and one wishing I could jump into a time machine to tell myself to exercise this protection right after 2015’s weather-induced IAH overnight instead of waiting until after Chase’s 60-day window to claim my coverage had closed.

Weekly output: debating privacy regulation, United same-day changes

I feel bad for being so checked out of the NCAA tournament, but once again, my Hoyas have no part in March Madness. My wife’s Hoos are in it, having managed to avoid repeating last year’s improbable first-round collapse–yet I’m still a little leery about getting too invested.

3/19/2019: Approaches to Regulating Technology—From Privacy to A.I., American Action Forum

I debated possible regulatory strategies for protecting privacy with the Charles Koch Institute’s Neil Chilson, the Niskanen Center’s Ryan Hagemann, and the George Mason University Mercatus Center’s Jennifer Huddleston. My fellow speakers suggested that we didn’t really need a new batch of data-protection laws along the lines of the European Union’s General Data Protection Regulation or the California Consumer Privacy Act, which struck me as an exceedingly optimistic perspective to hold after a year of bad news about Facebook’s privacy failings. But they could very well be right in suggesting that Congress won’t get it together to pass any such bill this year.

3/20/2019: A Comprehensive Guide to United Airlines’ Same Day Flight Change, The Points Guy

I wrote this to share one of the best travel hacks I’ve learned over the past several years: the generous and free same-day change policy at United Airlines, which Gold and higher elites can use to revise itineraries to a remarkably degree starting within 24 hours of departure.

Updated 4/30 because, um, I missed the SDC story when it was published. 

Two sides of airline customer support

My trip home from SXSW Wednesday started with my first of two flights getting delayed by at least two hours, ensuring that I’d miss my connection in Houston–and I never worried about getting home that day.

That was because I had some of the best possible support in my corner: the agents at the United Club in Austin. Within minutes of the United app warning of a delay for my AUS-IAH flight–and the FlightAware site showing not just a delay, but the inbound plane for my flight returning to Houston instead of battling through a line of storms–they started lining up alternatives.

First they booked me on a 2:20 p.m. flight from Houston to Dulles, then they put me on standby on a 12:15 nonstop from Austin to Dulles. And after I asked about options in case my delayed AUS-IAH flight got off the ground even later and said I’d be fine flying into National instead of Dulles, they protected me on a late-afternoon IAH-DCA flight.

In the end, we got out of AUS a little after noon, allowing me to make that 2:20 flight to Dulles. My upgrade even cleared on both flights–something that hadn’t happened on a domestic flight since September.

That’s exactly the kind of help I’ve gotten at United Clubs the one or two times a year I have an itinerary go sideways. The agents behind the desks there are empowered to fix problems and bend rules if needed, and they seem to enjoy the challenge. As View From the Wing blogger Gary Leff regularly reminds readers, it’s that level of assistance–not the free cheese cubes and prosecco–that justifies the expense of a lounge membership.

(The cost for me is $450 a year, the annual fee for the lounge-membership-included United credit card I use for my business. I recoup most or all of that cost each year by using the extra frequent-flyer miles the card generates on free tickets for my family.)

Feb. 22, my brother had an entirely different experience on United. A late-arriving crew delayed he and his family’s flight from San Diego to Dulles, ensuring they’d miss their connection home to Boston. He has no status or club membership with UA, so he could only call the regular United line. From John’s accounts, this was pretty terrible all around; were he on Twitter, some epic Airline Twitter would have resulted.

With none of the next day’s flights from IAD to BOS offering four seats open, United’s phone rep tried to ticket them on American. But apparently that didn’t take in AA’s system, and it took much longer for the rep to rebook the four of them on Delta–from DCA to LGA to BOS. The process took long enough that John was still on the phone when I landed in Brussels on my way to Barcelona–so I texted him from the lounge there and called United’s 1K line myself to make sure they’d fixed his reservation.

John and co. did finally get home that Saturday, and at least they could stay at my house Friday night for free. But his treatment didn’t make him want to fly United again, while mine did.

Unfortunately, a lounge membership doesn’t make financial sense unless your travel patterns justify consolidating your travel on one airline and building status there. So I can’t endorse that for everyone. Instead, I will repeat an earlier endorsement: FlightAware really is great for tracking the status of an inbound aircraft, and you should never take an airline’s word for your flight’s departure time until you check it there first.

Weekly output: border device searches, airline angst, Twitter bots, German cybersecurity

Happy Easter!

4/10/2017: The government might stop searching your phone at the border, but things could still get worse, Yahoo Finance

I haven’t had many reasons to worry about hangups returning to the United States since I got Global Entry, but any increase in the small chance that Customs and Border Protection officials might detain my devices for a search alarms me.

4/12/2017: The airline industry has never been better for customers, Yahoo Finance

You’ll get no argument from me that United Airlines screwed up by summoning police to drag a passenger off a plane to make room for a crew needed to work a flight the next day. But the idea that we’ve now descended into the worst era of commercial aviation is ridiculous. I’ll admit that the headline here may oversell the story slightly–but it’s nowhere as out-there as Wired’s “How United Turned the Friendly Skies Into a Flying Hellscape.”

4/13/2017: Twitter bots, Al Jazeera

The Arabic-language news channel had me on to discuss a recent study finding a strikingly high percentage of Twitter accounts did not seem to have a human behind them.

4/15/2017: Germany’s cyber corps, Al Jazeera

I appeared via Skype to discuss Germany’s move to launch a new cyber command. My main reaction: moderate confusion as to why did Berlin only decide now that they needed such a thing, when America set up its own cybersecurity branch in 2009 and Israel’s 8200 unit has become a talent pipeline to private industry.

Weekly output: CES recap, United fleet site, cybersecurity coverage, wireless phone plans, inauguration wireless coverage, T-Mobile One alternatives

I got a little extra publicity this week from the Columbia Journalism Review when its editors illustrated their open letter to President Trump from the White House press corps with a photo I took of the White House press briefing room. It’s been flattering to see that people actually read photo credits! I would have liked to see CJR link to the original–I believe that’s a condition of the Creative Commons non-commercial-use-allowed license under which I shared it on Flickr–but the reply I got was that their CMS doesn’t support links in photo credits.

That photo, incidentally, comes from 2014’s White House Maker Faire–exactly the sort of event I don’t expect to get invited to over the next four years.

1/17/2017: Techdirt Podcast Episode 105: The CES 2017 Post-Mortem, Techdirt

I talked with Techdirt founder Mike Masnick about my experience at this year’s show. I did the interview using a podcasting Web app I hadn’t tried before, Cast. My verdict: great UX, but that name is horrible SEO.

Screenshot of Air & Space story1/18/2017: Get to Know Your Airliner, Air & Space Magazine

I finally wrote a story for a magazine I’ve been reading on and off since high school, which is pretty great. The subject: the United Airlines Fleet Website, a remarkably useful volunteer-run database of United planes that I’ve gotten in the habit of checking before every UA flight. The story should also be in the February issue, available at newsstands in the next few days.

1/18/2017: What you should really know about every major hacking story, Yahoo Finance

I put on my media-critic hat to write this post about what too many cybersecurity pieces–and too many mass-media conversations on the subject, up to and including those started by Donald Trump–get wrong.

1/19/2017: The Best Cell Phone Plans, The Wirecutter

We decided last summer that having separate guides for the four major wireless carriers and for prepaid and resold phone plans didn’t help readers who should be considering all of their options. That also imposed extra work on me. The result: a single guide that’s much shorter and will be easier to update the next time, say, Sprint rolls out some new price plans.

1/19/2017: How carriers will keep D.C. online during Trump’s inauguration, Yahoo Finance

The real test of the big four networks came not during President Trump’s under-attended inauguration but the Women’s March on Washingtoh the next day. To judge from the experience of my wife and others, the carriers did not acquit themselves too well: Her Verizon iPhone lost data service for part of the day, and I saw friends posting on Facebook that they couldn’t get photos to upload.

1/22/2017: Am I stuck with T-Mobile’s flagship plan?, USA Today

T-Mobile’s decision to limit its postpaid offerings to the unmetered-but-not-unlimited T-Mobile One gave me an opportunity to provide a quick tutorial on the differences between postpaid, prepaid and resold services.

A request for travel-app developers: automatic screen brightness

This weekend has many of you on planes and trains, which means many of you have been  fussing with smartphone apps to get a ticket’s QR code to scan properly. Thanksgiving-weekend travel pain may be unavoidable, but code-scanning snafus should be a solvable problem.

national-airport-runway-1They remain unsolved in practice because travel-app developers can’t seem to grasp the idea of brightening the phone’s screen automatically when displaying a boarding pass. Instead, these apps keep leaving that work to you.

That’s definitely the case with the Android travel apps I use most often, United Airlines and Amtrak. With UA, I can sometimes get away with leaving the screen on its usual brightness–but not if I want to have the code scan properly at both the TSA checkpoint and the gate. With Amtrak, even maxing out the brightness–something the conductors always remind passengers to do–doesn’t ensure the ticket will scan on the first time.

(I’m kicking myself for not calling out this shortfall in Amtrak’s app when I reviewed it in 2012.)

If I had an iPhone, I could bring up United boarding passes and Amtrak tickets in the Wallet app, which does brighten the screen automatically. But I don’t own an iPhone, and neither does a huge fraction of the traveling public.

From what I can tell, other airline apps are no smarter about this. American Airlines’ app doesn’t appear to adjust screen brightness (although that company should probably first fix the issue that results in a boarding pass becoming invalid if you don’t bring it up at least 30 minutes before boarding) and Delta’s doesn’t seem to either.

Paper is wasteful, but at least I know my ticket code will work every time. When I go to a Nationals game, it’s my only option–the barcode scanners at the turnstiles have yet to accept a ticket code in an e-mailed ticket, no matter how bright the screen on my phone gets. (My wife’s iPhone 6 doesn’t have that hangup, because reasons.)

Meanwhile, Eventbrite’s app has automatically maxed out screen brightness when I bring up an event’s ticket since the first day I opened it. It’s too bad that I’m almost never asked to show a ticket code on my phone when I show up at an event booked through that service. Perhaps it would help if somebody set up an event for travel-app developers and required Eventbrite mobile tickets?

Memo to frequent-traveler programs: Kids shouldn’t need their own e-mail addresses

Our almost-six-year-old is already in multiple marketing databases, and it’s all my fault: Once our daughter couldn’t depart with us for free, we started signing her up for frequent-travel programs. The price of miles and points are already baked into the tickets we buy for her, so we might as well take part–and besides, you’ll never hit million-miler status if you don’t start sometime.

JetBlue River Visual viewBut tending these accounts has been more work than I imagined, because some companies have a hard time grasping that children represent a special group of customers who can’t be expected to have their own e-mail addresses.

At first I thought I’d solved this problem with “sub-addressing”creating a new e-mail address on my existing Gmail account by adding a plus sign and additional text to my username. It’s an Internet standard, and I had no issues creating accounts for our daughter at United Airlines, JetBlue, American Airlines, and Amtrak with a “plus-ed” address.

But when I tried logging into our daughter’s United and JetBlue accounts a week ago and was greeted with various errors, I saw that both airlines had stopped accepting sub-addressed e-mails.

The problem was worse at JetBlue, since your TrueBlue ID is your e-mail address. I had to call and provide our kid’s account number and the no-longer-accepted e-mail address; the rep told me she needed her own e-mail address but then accepted a version of my Gmail account with a dot in the middle of my username. It’s weird to have to go through such a workaround when JetBlue’s site has a separate workflow to create a child account.

At United, I could change her e-mail to a dotted version of my Gmail handle after logging in, since MileagePlus account numbers double as usernames. United’s Twitter account then told me I could have put in my own e-mail for her account from the start. I would not have guessed that, since UA’s account-opening UX assumes you’re a grownup–and the e-mails sent to our kid suggesting she jet off to the likes of Australia, Brazil and Israel don’t exactly speak to the under-10 demographic.

Meanwhile, Amtrak and American Airlines still seem to tolerate plus-ed e-mail addresses. (I can’t speak to Delta, as that airline’s network doesn’t work for us.) But after the last week, I won’t be surprised if our little one gets unexpectedly locked out of either account; I just hope I don’t have to spend too much time on the phone to fix that problem.