Originally Posted by NWA012

Delta has electronic FIMS, however, they are limited at times when the can be used. Northwest has no restrictions on their employees to use the tools needed to do their job.

This is exactly what I am referring to. Why not get to the root of the problem and empower your agents and provide the tools they need. No need to bump a customer around to a Red Coat when you should be able to handle the issue on the spot.