"Cynthia, I have filled out my travel history half a dozen times already this year. I've told six different airlines that I flew to Detroit twice and Houston once. Every time I fly, I answer the same battery of questions. At least a dozen airlines have my travel history. Why don't you get it from them?"
"We have no way we could do that. We do not have access to other companies' records, and our personnel have our own system for collecting travel history."
"But 95 percent of these questions are always the same. Don't you know that every time I fill out one of these duplicative forms I increase the chance of error? Wouldn't it make more sense to hold my travel information centrally, so that everyone could see the same thing?"
"This system is insane. It is fragmented to the point of incoherence. Record-keeping is stuck in the 1960s. Communication is stuck in the 1980s. None of the systems talks to the others. Everyone reinvents the wheel at every stage of the process."