I would agree..this is clunky. The single most important piece of information is the record locator and in most cases for people standing in that line, simply pulling up the itinerary will indicate the customer's problem (misconnect, delay, cancel, etc.). It doesn't seem like value add (for either the customer or Delta) to have somebody fill out a webform with duplicate information. A workflow that captures the customer's record locator and puts them into a virtue queue for help seems like it would work better.