If Delta's IT people can do it, why can't CO's? Deltamatic is one of the most horrible and arcane back-end mainframe systems I ever had the misfortune of tripping over - yet they have wrapped some fantastic functionality for both customers and agents around what used to be a mess. I used to know someone who was part of the modernization project about 8 or 9 years ago.

We keep hearing about CO's IT people - they can't do this or they can't do that. I don't know if it's the people or the processes, but something needs to change if it's really that difficult to get something done correctly or come up with outside-of-the-box solutions. I agree the website was a mess, but I think that was more of a process problem (not enough real world QA) than a people problem.