After several back and forth between the two counters and hours being in line, we ended up with 2 different confirmations numbers for the same itinerary. Because of arcane rules and antiquated IT systems we were told that Delta employees can only process the reservations but can’t check you in for a Delta flight operated by AF. Both staff should be able to perform all levels of operations (reservations, re-booking and check-in) without the customer having to go back and forth between the two companies.

Additionally, the AF staff was clearly overwhelmed by the magnitude of the flight disruptions and did not have nearly enough staff to process the re-booking requests whereas the Delta employees where almost idle but could not offer any help. If the Delta team had been granted a full access to the AF IT system they could be been helping with the rebooking/check in of all stranded passengers.

Additionally, the AF kioks were not able to accept our Delta reservations number and were of no use. Again, this process should be painless for the customers of both companies.

Will you provide an update on how many travelers were able to use the new capability?

I’ve also got several ideas about weather event enhancements if you’d like to talk off-line.

http://twitter.com/JimLittlefield