One piece of information that is missing is what the exact inquiry was by the girlfriend during this telephone conference with Delta. Remember this was before she purchased the ticket. Was the discussion based on "what do I need to get into England" or was it "what do I need to transit through America." Since we only have that telephone call by way of second-hand summaries and not actual quotes, we really don't know what was said by the girlfriend or to what Delta was responding.
Since she is an inexperienced international flyer (having never left her country) she may have limited her inquiry or it may have been a generalized inquiry - If I fly to England, what do I need to enter? It is hardly reasonable to blame Delta until we have this information. If she was so inexperienced, why didn't Chrisal make the telephone call on something so important?
Also, there have been numerous stories and news articles about people, I think from India, being stuck with airline problems in the Paris Airport because they did not have a visa to leave the airport while in transit. This would seem to make anyone flying more conscious of the document requirements of intervening airports.
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