How much more would you be willing to pay per ticket to finance a support staff that will carefully read and perform IT troubleshooting on even the most common problems? I'm not suggesting that your particular issue wasn't a legitimate error on Delta's part; I'm suggesting that many commonly reported problems aren't, and to address each with careful reading and individualized support would be costly. My mother would gladly pay another $5/ticket to ensure that every question she has is handled the way she wants. Me? I'd prefer to take my chances, figure it out on my own, and save my $5.