Companion Certificate
What is the number of passengers allowed on a reservation?
2
If the schedule change is 120 minutes or longer, what does the passenger qualify for?
A free change or a refund
What are the co-terminals to NYC?
JFK, LGA, EWR, HPN
Holds Confirmed
What do we do for an account under a soft lock?
Advise the customer to wait 2 hours for it to unlock and retry task
How do you split passengers on a companion certificate reservation?
You can't split them
What carrier should be the first rebooking option for IROP's?
Delta or Delta Connection
SB
What do we do for an account under hard lock?
Direct customer to fill out identity verification form, receive a case number, and call SMAS for assistance
What PTC codes indicate it's a companion certificate reservation?
CMA/CMP or J/H
What do we do with a bulk ticket booked with Delta Vacations?
Transfer to Delta Vacations
What class of service should passenger be rebooked in?
Original class. If not available, lowest class of service.
WK
Previously confirmed (schedule change)
What do we do for an account under suspension?
Direct customer to fill out identity verification form, receive a case number, and call SMAS for assistance
What is your response when a customer asks why they cannot use their certificate on the flights they requested?
"Fares are based on several factors; because of the market and time of year, the fares required for the certificate are no longer available."
When reissuing a reservation with a complimentary upgrade, what must we advise the passenger?
They will have to requalify for the upgrade
What is considered a Delta pay situation?
Controllable service failures (mechanical, crew, equipment issues, etc.)
No Show
What do we do for an account under audit?
Verify information with customer and call SMAS for assistance (Verification form is NOT needed)
DOUBLE JEOPARDY: Companion certificate reservations booked in I, Z, W, or S, indicate what type of AMEX credit card?
Reserve
DOUBLE JEOPARDY: An involuntary downgrade can be the result of oversales, equipment change, broken seats, or IROPs. What should you refer to in KM?
Involuntary Class of Service Downgrade Compensation
DOUBLE JEOPARDY: In all service recovery scenarios, what should we do first?
LEAP!
(Listen, empathize, apologize, problem solve)
DOUBLE JEOPARDY: MM
Meal list/Non-rev
DAILY DOUBLE: What can you use in KM to help you navigate through a Skymiles account?
Skymiles test accounts