Delta realises humans can beat machines.

[drron]

Delta: We need more humans in customer service

Since airlines have cut airport staff because they expected the machines to take over much of their jobs, overwhelmed kiosks turn into overwhelmed customer service agents and airport chaos develops pretty fast. (As a “brick and mortar” travel agent I must say that the silver lining in all this is a number of clients calling agencies again because they have “had it” with the online-automated world.)
But now it appears as if Delta at least is realizing that the savings in personnel costs may be costing them more in the long run. How else to explain the report in a newsletter for retail travel agents this morning that the airline is adding 700 airport customer service employees, and 300 additional reservations agents, primarily to deal with flight disruptions.

 

[simongr]

Maybe a better and cheaper solution to dealing with flight disruptions should be fixing the route cause rather than employing more people?

 

[markis10]

Wonder how many of those additions are NW employees ?

 

[UP4014]

Good on them for doing it.