Originally Posted by cAAl
True, and very good points.
Even more sophisticated travelers like myself (I hope!) sometimes are curious about some of that information and having it displayed clearly on a monitor must save DL's agents countless time -- allowing them to focus on more important customer service and departure management issues -- while also facilitating upgrade and standby transparency.
On this one innovation, CO lags behind DL.
on the contrary. i feel that DL's automations have taken the last drop of personal touches left in the check-in and boarding process. first it was kiosks, then the screens, then online check-in and now the automated gate agent voice.
i once asked about an upgrade and the agent, without even lifting her head, pointed to the screen. it gives the DL gate agents an excuse to keep the counter from falling over and actually makes them feel less empowering and useful.