The issue with IT is two part in my opinion.

1) They choose to jettison most of NW's IT, but put NW folks in charge of it all. Seriously? It's like they knew they had a problem and thought putting some NW folks in charge was going to magically fix tragically dated systems with inferior technology and staff. I think the fact that DL's web guy on FT jumped ship was extremely telling that things are gonna' get a lot worse before they get better.

More so, I don't think NW was spending dramatically more on IT than DL. So you fundamentally have to ask yourself if the folks in the trenches at DL are up to the task ahead.

2) There needs to be Mea culpa. Owe up to the problems and tell the customers what you're going to do to fix them and how long it's going to take.