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RE: Change to Identify Charges. Please re

From: Michael Pluke <Mike.Pluke@castle-consult.com>
Date: Sun, 20 Nov 2016 00:51:01 +0000
To: lisa.seeman <lisa.seeman@zoho.com>, public-cognitive-a11y-tf <public-cognitive-a11y-tf@w3.org>
Message-ID: <ce2e0f6eea1340de881f9b3f6e227b33@E15MADAG-D05N03.sh11.lan>
I'm still doubtful about this wording as many low-cost service sites (particularly low-cost airlines) rely heavily on up-selling to try to increase the value of each booking. If any of the additional items they were trying to sell are essential for all customers then I think that:


a)       They shouldn't present them as additional items at a later stage of the process;

b)      If they did, then it would be essential to let people know in advance (as this proposal demands).

In my, recent, experience that isn't the problem (and I think that in Europe this practice has been outlawed). The problem is that there are a whole load of additional items in various categories:


a)       Avoidable charges that most people end-up choosing to accept e.g. a small charge for using a credit card (avoided by using a charge card)

b)      Non-essential services that many people value (and a small number have to use) e.g. a charge for having an allocated seat rather than sitting in a seat that the airline chooses);

c)       Services that may be essential for some people at some times but not others (e.g. paying for having hold luggage and even more for a heavier bag - but passengers with only carry-on luggage don't pay this charge);

d)      Services not directly related to the flight but strongly associated with it (e.g. travel insurance and a charge for using a fast-track lane through security);

e)      Charges not related to the flight that might be required by some people (e.g. car hire and hotels at the destination).

Most of these charges have multiple levels (e.g. luggage, insurance, seating in the best parts of the plane). The proposal's "all charges" would require all of these charges to be presented before the booking started. This would be incredibly frustrating for almost all users. This is in contrast to the best booking sites where this wide array of options are presented on a few screens that can be quickly ignored and skipped through. People wanting these options may select them from these screens and the exact charges they pay will be presented to those people who want to use the services.

So is "all types of charges" intended to include all of the above optional items? If so, then it will not be possible to give "a minimum or typical value" for car hire, hotel or even hold-luggage costs. Without the costs, I really can't see how this long list of things that you will be offered during the transaction helps anyone - surely it is likely to confuse and intimidate many people with cognitive disabilities and it will simply annoy everyone else!

If the intended meaning of "all types of charges" is not intended to include things like car hire, hotels, express security channels, etc. how can we word the proposal so that both those trying to meet the requirement and those trying to evaluate whether it has been met can share a common understanding of its scope.

Best regards

Mike

From: lisa.seeman [mailto:lisa.seeman@zoho.com]
Sent: 19 November 2016 16:27
To: public-cognitive-a11y-tf <public-cognitive-a11y-tf@w3.org>
Subject: Change to Identify Charges. Please re

Based on Mike's comments I would like to suggest the following change

Old wording:
Identify Charges: All types of charges and conditions are identified at the start of transaction tasks. When a minimum or typical value is known for a type of charge it must be be made clear at the start of the transaction task.

New wording:
Identify Charges: All types of charges  are identified at the start of transaction tasks. When a minimum or typical value is known for a type of charge it must be be made clear at the start of the transaction task. Conditions and terms are available at the start of transaction tasks.

Please raise any objection in the next 48 hours


Note: this would  allow terms to be under a link but charges to be clearly displayed. T
All the best

Lisa Seeman

LinkedIn<http://il.linkedin.com/in/lisaseeman/>, Twitter<https://twitter.com/SeemanLisa>

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Received on Sunday, 20 November 2016 00:52:02 UTC

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