Schedule Changes
If the schedule change is 120 minutes or longer, what does the passenger qualify for?
A free change or a refund
MTC
Maintenance
What are the co terminals to NYC?
JFK, LGA, EWR, and HPN
Where can we find details that a schedule change has occurred in a PNR?
In the General Remarks of a reservation or PNR history
Passenger calls in to request a hotel or meal voucher, how do we direct them?
Direct them to the airport in order to receive a voucher; RES does not issue hotel or meal vouchers
Travel is within 72 hours and you need help with a manual reissue, what is the best way to move forward?
Transfer to DMR/IMR (GTS when applicable)
CXLD
Cancelled
What carrier should be the first rebooking option for IROP's?
Delta or Delta Connection
Where can you find information about schedule changes, including AF and KLM flights, on Deltanet?
The ROC portal
If compensation is not handled by ACS and the customer contacts RES, what should we do?
Display first contact resolution by using the service recovery grid
travel is more than 72 hours away and you need a manual reissue, what is the best way to move forward?
Queue to KTN 525
EQPT
Equipment
What class of service should a passenger be rebooked in?
Original class of service. If not available, lowest class of service
What expenses will Delta cover from a schedule change?
When a customer is involuntarily downgraded from First/Business/Delta One/Delta Premium Select, what should we refer to when handling the situation?
Involuntary Class of Service Downgrade Compensation Grid
Once a customer has made their free change, how long do they have to change their mind?
18 hours
Weather
Name 2 CONTROLLABLE delays - means an aircraft/flight is delayed due to circumstances within Delta's control
If a passenger experiences a schedule change on the OAL portion of a Delta issued ticket, how many days can it take to reflect onto their reservation?
7 days
High valued customers
DOUBLE JEOPARDY: When does the schedule change indicator turn ON?
DVRT
Diverted
DOUBLE JEOPARDY: Name 3 NONCONTROLLABLE delays- means an aircraft is delayed due to circumstances not within reasonable control
If a medallion member has been confirmed in an upgraded class of service and experiences a schedule change, what class of service do we rebook in?
If available, book in the upgraded class of service.
Besides submitting a refund request form, what is another way you can process a refund for an IROP?
Queue to PNR to KTN 327