Originally Posted by RealHJ

Exactly, Dullta makes a few pennies in the phone booking fees, but given how it can easily take 2+ hours (my personal record is over 6 hours on the phone for a routine ticket reissue after a cancelled DL flight, moving it one day up) just to force an award ticket through to actually ticket and take a team of 6 if not more Dullta staff to do that, it loses quite a bit more than it makes, as it surely costs DL more than it collects for the amount of time that the manual ticketing (with the usual few levels of escalations) takes, esp. given how extremely buggy DumbMatic is and how disempowered and untrained most of the staff are.