Doug Williams used to give polygraph exams. Now he’s going to prison for teaching people how to beat them. ... Many of the people who sought out Williams over the years had secrets: marital indiscretions or professional lapses, drug busts or sex crimes. Williams never asked for details—those weren’t his concern. He has no affection for crooked cops or sexual predators, but what he hates above all else is the polygraph machine, an “insidious Orwellian instrument of torture,” as he calls it, that sows fear and mistrust, ruining careers by tarring truthful people as liars. “It is no more accurate than the toss of a coin,” he likes to say. When he’s feeling less generous, he’ll say a coin works better. ... The quest to defeat lying is as old as humanity. In Bronze Age China and India, suspects had to chew uncooked rice and spit it out to reveal if their mouths were dry. Medieval Europe had trial by fire or water. In the 1950s and ’60s, the CIA experimented with LSD as a truth serum. Then there’s torture, formalized in ancient Greece as a method to compel honesty and recast for the 21st century as “enhanced interrogation.” ... The polygraph, invented in 1921, is today’s most widely trusted lie-detection device.
Every airline has its horror stories, of course—air travel is full of opportunities for customer disenchantment. But United has proved an industry leader: On all major performance metrics—delays, cancellations, mishandled bags, and bumped passengers—United has, since 2012, been reliably the worst or near worst among its competitors. In 2012, according to the U.S. Department of Transportation, United was responsible for 43 percent of all consumer complaints filed against U.S. airlines. It finished last among North American nondiscount airlines in the 2015 J.D. Power & Associates customer satisfaction survey. ... It’s been five years since United Airlines and Continental Airlines combined to form what was at the time the world’s largest carrier, and the merger hasn’t gone well. In 2012 and early 2014, when American Airlines Group, Delta Air Lines, and Southwest Airlines reported large, and in some cases, record profits, “the new United” lost money. ... Then there was the coffee, an issue that, while hardly central to its business, symbolized United’s inability to get things right. On Nov. 19 the airline announced it was changing the coffee it serves on its planes and in its lounges from a brand called Fresh Brew to the Italian premium roaster Illy. It was welcome news to customers and to the flight crews used to fielding complaints. It was also a tacit admission that the choice of coffee after the merger, a decision that consumed thousands of man-hours, took nearly a year, and involved everyone from Smisek to the airline’s head chef to the flight attendants, hadn’t worked out.
All of her reactions, and her answers to the questions Motte asked as Megan used the site, went into a growing database. Expedia, the parent company of more than a dozen travel-oriented brands in addition to Expedia.com, is obsessed with figuring out how to make booking travel online more intuitive, more efficient, and more enjoyable. That means, among other things, understanding the psychodrama of trip planning: the shifting desires and paralyzing wealth of choices, the unsettling gyrations in room rates and ticket prices, the competing demands of family members and budgets and schedules, the need to balance the thirst for adventure against the fear of Zika virus in Latin America or Islamic State in Europe. ... The goal of Expedia’s usability researchers is not only to make Expedia’s various sites and mobile apps more efficient but also to make them an extension of the vacation fantasies that are always running in the back of our heads. ... What distinguishes Expedia is its dedication to understanding the psyche of the modern travel planner. That may be most apparent in the Usability Lab, but much of it happens on the sites themselves, as the company relentlessly tests new ideas about look and feel and function. ... each of Expedia’s brands has its own technology and marketing teams, and they’re encouraged to set their own course. They all benefit from the massive inventory of hotel rooms and plane tickets and the financial resources and technological firepower of the parent company. ... Two-thirds of the A/B tests Expedia runs show no effect or a negative effect, and most of the successful ones are only marginally so.
Many in Turkey worry the failed takeover will only hasten the end of independent journalism there. In recent years, Turkish journalists have described a climate far worse than anything they can remember. TV stations critical of the government have been dropped from the state-run satellite broadcaster—one of them, the pro-Kurdish IMC TV, in the middle of a live interview with Dundar and Gul. Foreign journalists have been deported and denied entry to the country, and last fall mobs led by a prominent young politician in Erdogan’s party twice attacked the Istanbul offices of the newspaper Hurriyet. Reporters Without Borders lists Turkey 151st out of 180 countries in its World Press Freedom Index, between Tajikistan and the Democratic Republic of Congo. In June the watchdog group’s Turkey representative was arrested and placed in detention on charges of distributing terrorist propaganda. ... Under a law that criminalizes insulting the nation’s leader, more than 2,000 cases have been opened against journalists, cartoonists, teachers, a former Miss Turkey, and even schoolchildren in the past two years. ... Most of its income comes from newsstand sales: Its circulation hovers around 50,000, and at 1.5 Turkish lira (49¢), it’s slightly more expensive than most papers. That funds operations, ink and paper, and the modest salaries of its staff of 200. ... The paper faces the same problems papers face everywhere, as younger readers get their news from social media and the internet destroys the newspaper business model.