Low-Cost Carriers and High-Tech Barriers - User Views on Questionable Web Design Practices in Ireland

hat information systems/information technology (IS/IT) practitioners should use best practice in information systems development is universally agreed. We expect systems to enhance the user experience and allow them to engage in a satisfying, productive inter-action. This paper posits all is not well with this hypothesis and suggests many firms in the low-cost carrier (LCC) sector are using web technologies to inhibit or avoid customer service and to construct IS-enabled barriers behind which firms profit from their distance. The emergence of the LCC model is explored before a study is presented that scrutinises LCC web practices. Participants were found to be wary in online interactions and cynical about problematic or omitted features. Teaching of good practice is suggested and improved ethics in IS design is merited.