Passengers don't want your airport app

Every few months I sit in a meeting where an airport asks us how to get more passengers to download their app. My honest answer is usually the one they least expect: don’t. The app is the wrong tool, and the numbers have been saying so for years.

The …

Scaling Down Is the Hard Part

Everyone assumes the engineering challenge is the mega-hub. After a decade of building airport systems, I have come to believe the opposite: the real test of an architecture is whether it can run a two-million-passenger airport profitably, for both sides.

I still read every support ticket

I still read every support ticket. On the rare occasion we have a major incident, I join the call too.

One thing I should say up front: I do not run support, and neither should you. We have people who do that job far better than I would. My aim is not to …

My mom asked me if AI is going to affect us.

My mom asked me if AI is going to affect us. She’d heard about so many people getting fired.

I told her: it’s like accountants and Excel. Excel never replaced accountants. But the ones who used it ran circles around the ones who didn’t. …