I can’t say I know anyone who says they love their cable company, but over the last month, Comcast went out of their way to treat a loyal customer with disdain and made it very clear they didn’t want my business. When I took to twitter to try and resolve a problem with Comcast, RCN’s customer service team jumped in and made it crystal clear that they wanted me and took easy, but meaningful steps to win my business.

On December 31, I got my monthly email letting me know my billing statement was now available. Like anyone who has New Year’s Eve off of work, I decided to call the cable company to see if I could get a better deal on my Internet package. But I didn’t go in empty handed. I checked Comcast’s website to see what they were charging new customers for the package I had.

As a point of comparison, I also checked prices at RCN, another cable and Internet provider available in Chicago. RCN was offering new customers 110 Mbps Internet for $49.99 per month for the first 12 months. More than double the speed of my Comcast package for about half the cost.

Still, I wasn’t really considering leaving Comcast, I just wanted a better deal. So I called Comcast and reached Kaile in “Customer Solutions,” who assured me I had reached the right person because she “was a consumer, too.” I explained my issue to Kaile and she said that I was already getting a great deal, but that she could offer me the same package that I was getting for a bit less per month.

I thought perhaps someone on the twitter customer service team could offer a better deal. I tweeted:

And now @comcastcares is trying to tell me that charging me 2x the $ for 1/2 the speed of RCN is the “best they can do.”

— Ian Petchenik (@petchmo) December 31, 2014

At the end of the call, Kaile informs me that I am going to be assessed a $2.99 change of service fee. But, wait a minute. I didn’t change my service. I tried to change it, but she hadn’t actually changed any of the services Comcast was providing. I once again requested to speak to a supervisor but was told they were all busy and that a supervisor would call me back within 24-48 hours.

RCN Joins the Party

Six minutes after my initial tweet, RCN responded. Six minutes.

@petchmo Doesn’t sound like their handle matches their service, Ian. Let us know if you would like to switch to RCN! -Max

— RCN (@RCNconnects) December 31, 2014

Max at RCN clearly saw an opportunity to get a new customer. My call to Comcast began well enough, but by the end, because of the rep’s attitude—she sounded annoyed that I was annoyed—I was ready to leave. RCN made that very easy by quickly answer my questions about being able to use my own equipment and when I messaged them, they even offered to heavily discount the installation fee. I headed over to their website and signed up for service and scheduled an installation appointment for 3 days later.

@petchmo Absolutely, that modem should work with our service. If you have questions on packages/pricing, shoot me a DM! -Max — RCN (@RCNconnects) December 31, 2014

Eight days later, Comcast finally responded.

@petchmo Sorry we caused you to leave. If there is anything we can do for you please let us know.

— Sean R (@ComcastSean) January 7, 2015

If anyone from Comcast had bothered to respond in a timely manner there probably was something they could have done and I certainly would have let them know. Eight days to respond to a customer service issue on twitter is ridiculous. If it’s going to take over a week to respond, it had better be a more substantive response than “let us know if we can do anything.”

RCN got a new customer because they actively listened on twitter and were quick to answer my questions. They were polite, helpful, and most importantly, they offer faster service at a lower price.

By the way, I’m still waiting for that call from the supervisor.

Here are the travel waivers for the major U.S. airlines:

American Airlines
Reservations: 1-800-433-7300
Twitter: @AmericanAir

Delta
Reservations: 1-800-221-1212

JetBlue
Reservations: 1-800-JETBLUE (538-2583)
Twitter: @JetBlue

Southwest
Reservations: 1-800-435-9792
Twitter: @SouthwestAir

United
Reservations: 1-800-864-8331
Twitter: @United

US Airways
Reservations: 1-800-428-4322
Twitter: @USAirways

If you do get into a jam at the airport, call your airline’s reservations line as soon as you can. You can also tweet to your airline and possibly get a faster response—although some airlines are much better than others.

You can view all my photos from the Air and Water show here.

I try to make it to the Air and Water Show* every year, but this year was a bit special as I got to take part in the air show. On Friday before the actual show I rode along on the Flagship Detroit, something you can read all about on Airchive or watch video from the flight in this post.

In years past, I’ve been lucky enough to have a friend who lived in a high-rise building near the show, but he has since moved. So instead of viewing the show from 38 floors up, my friend Joe and I decided to view the show from the beach. Considering the show’s start time of 10am Joe and I decided we would be able to get a good spot for the show if we arrived around 8:30. While we did end up with a decent spot, there were already people set up on the beach apparently ready to house and cater a small army. By the time we arrived there were a number of multi-room tents and outdoor kitchens set up along the waterline. Next year we’ll have to come prepared with a 50 foot ladder and a food truck.

The show this year featured a number of parachute teams, civil acrobatic teams, and military aircraft demonstrations, all capped off by the Blue Angels.

The show began with a short display of American Airlines’ oldest and newest planes with the DC-3 Flagship Detroit flying in formation with an American 737-800. Quickly following was an acrobatic team and the Army Golden Knights, Navy Leap Frogs, and the All Veteran Parachute Team.

Much of the early portion of the show consisted of civilian acrobatic groups like the Aerostars, Team AeroShell, and Team AeroDynamix which features 12 different planes.

Also making an appearance this year was the V-22 Osprey. The Osprey, which recently joined the contingent of aircraft in the presidential fleet, is a tilt-rotor aircraft capable of operating much like a helicopter and airplane, depending on the necessity.

The parachute teams returned for a second jump after the Osprey’s demonstration and then it was time for the show to get a little louder. The F-22 Raptor performed and was joined by a P-51 Mustang for a heritage flight.

Closing the show were the US Navy Blue Angels. From where Joe and I were standing on the beach we had a great view of the soloist pilots as they screamed directly overhead.

If you’re thinking about planning a trip to Chicago in August, coming for the Air and Water Show is something worth considering. It’s one of the best free air shows in the country and it’s a great time to see the city. Next year you’ll find me on the beach a little earlier. Stop by and say hello.

*It’s technically called the Air and Water Show and it does feature a few police and fire boats, but who are we kidding, it’s an air show.

Start Me Up

In this video, Captain Zane Lemon starts the Detroit’s left engine. Be sure to turn up the volume.

On the FlightDeck

This video is footage from a GoPro camera I installed on the flight deck. You can really see how much work it is to fly the DC-3.

Landing a Tail-dragger

Returning to O’Hare, we landed on Runway 28C.

I’ll have a full article about the Flagship Detroit on Airchive soon.

Vignelli’s designs include the iconic American Airlines “AA” logo, New York Subway signage, and the much heralded (or cursed, depending on who you ask), 1972 New York Subway map. Vignelli’s work also includes the directional signage for Washington D.C.’s Metro and the old dinnerware on Alitalia flights.

Vignelli’s American Airlines logo. Vignelli’s original design left out the eagle, but AA required its inclusion.

Vignelli’s work always focused on simplicity and clarity, as seen in the “AA” logo and his subway signage. That simplicity earned loud criticism in 1972, with the release of his New York City subway map that eschewed geographical accuracy.

A version of Vignelli’s NYC subway map.

Vignelli’s legacy as a designer is vast, but he should hold a special place in the minds of those of us who love transportation, whether in the air or on the ground.

The past week and half have been a steep learning curve, especially for those who don’t normally follow aviation. Navigating the jargon of the business can be confusing and separating all the acronyms can get in the way of understanding the situation.

What this post is: an attempt to put together some pieces of information so that reading the news doesn’t mean looking up a new acronym every two words. If you’re confused at all by ACARS vs TCAS, or you think ADS-B is what kicks in when your car hits a patch of ice, this post should shed a little light and I’ll do my best to update this post with answers to any questions you may have.

What this post isn’t: a compendium of theories of what happened to flight 370. If you’re looking for that, there are plenty of other places willing to entertain wild speculation.

So what are we talking about?

What kind of plane is it?

Malaysia Airlines Flight 370 is a Boeing 777-200ER, registered 9M-MRO, pictured below. The 777-200ER has a range of 7,725 nautical miles and can carry over 45,000 gallons of fuel. This particular aircraft is powered by Rolls Royce Trent 895 engines.

Primary vs. Secondary RADAR? And what’s ADS-B?

We’ve heard a lot about primary and secondary radar—and transponders, but more on that below—this week, but isn’t radar just radar? Not quite. Primary radar is what most people think of when they hear radar. Primary radar sends microwaves out and waits for them to bounce back telling the radar station that an object exists and its distance from the radar station. Secondary radar provides aviators and air traffic controllers with a much more precise way to monitor aircraft. Secondary radar sends a signal to a plane that is equipped with a transponder, which receives and interprets the signal and then sends a corresponding signal back to the radar installation with information about the plane’s position. ADS-B (Automatic Dependent Surveillance-Broadcast) is a newer system takes this a step further. Planes equipped with ADS-B determine their own position via satellites and then broadcast that information to air traffic control and other aircraft. Websites like FlightRadar24 and Planefinder compile ADS-B data from aircraft and provide for real-time tracking of flights. The data generated by ADS-B is what much of the original discussion of MH370’s disappearance revolved around.

Update March 18, 9:40amCT: Here’s a great article by AP’s Scott Mayerowitz and Joan Lowy on why airplane transponders have an off switch.

A screen capture from FlightRadar24 showing the last broadcast position of MH370.

What is ACARS?

ACARS or Aircraft Communications Addressing and Reporting System allows aircraft and ground stations to communicate short messages via radio frequency or satellite. These short messages can be related to air traffic control—such as a new route, or to maintenance—the airplane automatically telling the airline that the engine needs to be checked upon landing, or to something more general, like the weather ahead.

What are “Satellite Pings?”

Tim Farrar of TMF Associates, a firm specializes in satellite communications, provides an excellent and detailed overview of the satellite pings on the TMF Associates blog. MH370’s onboard terminal contacted an Inmarsat-3 satellite roughly every hour allowing investigators to construct the two possible arcs where MH370 could be.

Two possible arcs on which MH370 may reside. Image source/WSJ.

MH370 pinged the Inmarsat-3 satellite orbiting over the Indian Ocean (the blue satellite in the image below).

Coverage of the Inmarsat-3 satellite network. Image source, courtesy Inmarsat.

Now what is this TCAS I’m hearing about?

TCAS—Traffic Collision Avoidance System—is the most plainly named system here. TCAS is designed to do exactly what it says: avoid collisions. TCAS uses the plane’s transponder to monitor other aircraft in the area and warn pilots of any danger of collision.

Are satellite pings different than locater pings? What is a underwater locator beacon?

The underwater locator beacon pings and the earlier satellite pings are different. Attached to ever airplane’s black box is an underwater locator beacon—also known as an underwater acoustic beacon—that emits an acoustic pulse when immersed in fresh or saltwater. Once submerged the beacon emits one ping per second. The beacons are designed to withstand immense pressures and can operate for 30 days at a depth of 20,000 feet under water. When wreckage is found specialized equipment like the U.S. Navy’s Towed Ping Locator 25 can be used to detect the beacon’s pings and the airplane’s black boxes.

A example Underwater Locator Beacon, similar to the one on MH 370. Image courtesy Wikimedia Commons.

So now, when you’re watching the news or scrolling through twitter, you’ll have a bit of an idea of what is being discussed. What else would you like to know? Let me know in comments and I’ll do by best to answer your questions.

Here are my favorite 2013 Aviation Photos, enjoy!

United 777-222/ER (N798UA) at the O’Hare Run on the Runway

JAL 9 headed to Narita takes off from RWY 28R at the O’Hare Run on the Runway

This American Airlines livery won’t be around much longer and I was very happy to get such a good shot. I was even happier to be out spotting with Jon Ostrower, Jason Rabinowitz, Gavin Werbeloff, and Bruce Bere, all avgeeks in the extreme.

American Airlines Boeing 767-323/ER on short final for RWY 22R. Because of the shifting winds that day, we spent a good portion of our time driving back and forth from one side of the airport to the other.

American Eagle Embraer E170-200-LR (E175) on short final for RWY 28R. This was my first shot of the E175 up in the air.

Etihad Airways Boeing 777-3FX/ER on short final for RWY 28R. This shot was a good cap to a day of great shots and great company as I got to meet Jay, the man behind the O’Hare Aviation YouTube channel.

For this shot of an SAS Airbus A330-343X I just happened to be in the right place at the right time. I had wandered down to the beach by my house to shoot and it just happened to fly right overhead.

Whenever I have access to the ramp, the weather is gloomy. It’s just a fact of life that I’ve come to accept. But for the E175 unveiling that gloomy weather turned into an asset.

This summer I headed up to EAA Airventure or just “Oshkosh,” with Jaunted editor Cynthia Drescher. Oshkosh is an amazing collection of aviation from all over the world. From vintage civilian and military aircraft to experimental aircraft to hot air balloons. As the sun began to set, the hot air balloons got fired up, making for a great shot.

A 1943 Lockheed L-18 Lodestar’s Wright R-1820 engine at Oshkosh.

“Panchito,” a B-25J Mitchell Bomber flies at Oshkosh.

What are your favorite aviation photos of 2013? Let me know in comments.

The Color Run in Chicago

Sunset in Chicago from my back deck

A younger fan at the Chicago Blackhawks Stanley Cup Parade

Kahn, my neighbors dog, lounging on the back deck

Colors of the 2013 Chicago Marathon

A gorilla at the Lincoln Park Zoo investigates some straw.

Racers in the Mens Category 3 race at the Chicago Cyclocross Cup turn down Cricket Hill at Montrose Harbor.

All the links above take you to the full set in Flickr. Before the new year I’ll have another photography wrap-up dedicated to aviation photos.

The Bean in Millennium Park

The Bean—officially “Cloud Gate”—is a great place to sit for a while and people watch. In the winter, the plaza along Michigan Avenue is turned into an ice rink, drawing tourists and Chicagoans alike to music-filled fun on the ice.

These youngsters are busy practicing their pairs routine.

Millennium Park is also a great place for a little planspotting. Planes pass directly overhead on their way into and out of O’Hare Airport. I had the good fortune to capture the Hainan Airlines 787 from Beijing.

A Hainan AIrlines 787 flies its downwind leg on approach to O’Hare Airport.

The attraction north of Millennium Park, along Chicago’s Magnificent Mile, are the beautiful old buildings and the bountiful people watching. At the start of the Mag Mile is the Carbide and Carbon building, built in 1929 by Daniel Burnham’s sons. The Art Deco building currently houses the Hard Rock Hotel.

The top of the Carbide and Carbon Building. The gold leaf is illuminated at night.

Further north, just across the river, the Wrigley Building sits in the shadow of the Trump International Tower, now the second tallest building in Chicago.

The Wrigley Building’s south tower in the foreground and Trump Tower looming.

The plaza below the Wrigley Building is the perfect place to stop and enjoy the river traffic and foot traffic. On a day last week when the temperature was 14℉ I saw a woman walking with nothing covering her legs and no gloves. But she did have earmuffs!

Not a particularly comfortable way to survive 14 degrees.

At the other end of the Magnificent Mile—and at the end of my walk—sits the John Hancock Center and this time of year it’s all lit up for Christmas.

The Hancock Center, Chicago’s fourth tallest building.

If you’re in Chicago during the Winter and care to brave the cold, spend some time outside walking. You’ll be surprised by how much you see.

Watch the Daily Show bit, then meet me at the next paragraph.

One must be very clear when discussing Chicago pizza. “Chicago-style pizza” and pizza in Chicago are not the same. “Chicago-style” pizza may be what the rest of the country associates with Chicago, but deep dish is something that is often reserved for tourists and treating out of town guests. People who actually live in Chicago don’t eat deep dish on a regular basis.

Chicago’s thin crust pizza, itself a vast culinary universe, is where the real action is. Places like Apart Pizza Company or Fornello’s are where Chicagoans get their pizza day in, day out. So, the next time you’re in Chicago and want some pizza, don’t go to a deep-dish-serving chain, head to a local pizza place and order some thin crust. You’ll thank me for it.

**Full disclosure: I love New York style pizza. Some of the best in the city can be found at Como Pizza, 4035 Broadway.