Today, the new, permanent Scheduling Ticketing System (STS) web app was released to Delta pilots. This is a Delta-MEC owned product that can be modified and enhanced as needed, and will result in savings by not paying a third-party to host and manage the program.
The Scheduling Committee -- in conjunction with the Information Technology Committee, MEC Administration and ALPA National IT Department -- have worked for the past six months to develop this new, custom-built tool. The launch follows our latest phase of beta testing, which included pilot volunteers who provided feedback on STS’s new dispute resolution process. We understand there will be bugs in the new tool, which you, the end user, will help us identify and fix. Your patience is appreciated during this rollout process.
Please note that previous STS submissions have been automatically migrated to the new system for resolution. The pilot user dashboard reflects the migrated submissions in new STS and will include currently unresolved ACE/STS disputes (it will not include previously resolved ACE/STS disputes).
Some of STS’s top operational notes are below:
- STS is ALPA-owned software built on ALPA’s infrastructure and therefore can access and seamlessly integrate into Delta systems.
- Delta pay specialists have access to STS, which will increase the speed of dispute resolution.
- Built initially as a web interface, the STS tool will be scalable across desktop, tablet and mobile devices.
STS Highlights
- Pilots can set SMS/email notifications preferences to receive updates on report and inquiry status
- Pilot user “dashboard” of current/past inquiries and report submissions
- Enhanced messaging interface between all users to simplify communication during the resolution process
- Enhanced tracking and communication of claims with Delta pay specialists
- Automation of claim resolution messaging to pilot users
- Automated archival of pilot submissions to the ALPA database
- Robust analytics for Scheduling Committee to communicate trends to MEC/LEC representatives
- Synced with your ALPA profile; no new logins!
Crew Assist First, STS Second
The process of dispute resolution has not changed. Delta is responsible for paying pilots correctly and you should always contact the Company first via the Crew Assist app to resolve any scheduling questions or issues. ALPA is aware that the success rate with the Crew Assist app is not 100% and will continue to use data to tell Delta to fix its processes. If you do not get a satisfactory answer from Crew Assist, note your Crew Assist number and submit an STS report. Screenshots of your crew assist report are very helpful in your STS report.
Should I submit an Inquiry or Report?
Inquiry: General question or concern. (How to input a slip, quick question about short call tomorrow, iCrew is giving me an error, why is my Personal Drop not going through, etc.)
Report : Potential contract violation has occurred. (I was not called for a green slip that was awarded to a junior pilot, RRPY hasn’t shown up on a rotation that closed out last week, etc.)
Accessing STS
You can access the STS system from the “Scheduling Ticketing System” button on the dal.alpa.org home page or directly at dal.alpa.org/tickets/.