Special Service Request 1
This SSR is used for Deaf/hard-of-hearing customer (automatically receives a meet and assist)
What is Deaf/hard-of-hearing (DEAF)?
This SSR is used for Blind/Low vision customer (automatically receives a meet and assist)
What is Blind/Low vision (BLND)
London, Heathrow Airport, UK
What is LHR?
This tool is used daily to assist agents with Knowledge area, Polices, Processes Procedures and more.
What is Knowledge Managment (KM)?
Our Trainers and Support are the absolute best.
True
This SSR is used to escort customers with physical or intellectual disabilities who require assistance with transfers between gates or terminals.
What is Disabled Passenger Needing Assistance (DPNA)?
This SSR is used for customers needing general airport assistance.
What is Meet and Assist Service (MAAS)?
Newark, NJ
What is EWR?
The purpose of this tool is to help Calculate Baggage Estimate.
What is the Delta Baggage Calculator in Axis or Delta.com
If a customer's SkyMiles account is provided, it must always be documented in your iNotes, opened in both Axis and OmniPro, and fully authenticated.
True: SkyMiles account must always be documented in your iNotes, opened in both Axis and OmniPro, and fully authenticated.
This SSR is used when a customer notifies Delta of a peanut allergy, and we must advise them we cannot guarantee a peanut free flight.
What is Peanut Allergy (PNUT)?
This SSR is used when booking customers who wish to travel with a Pet.
What is Pet in Cabin (PETC)?
Sydney, Australia
What is SYD?
This tool is a source for establishing documentation requirements and must be used with each international transaction. Agents should not attempt to remember documentation requirements because requirements vary based on nationality and can change frequently.
What is Timatic?
Reservations must be made within 21 days of travel for Domestic Bereavement Fare Policy fares, the customer does not have to be a SkyMiles Member, and no PNR or SkyMiles Documentation is required.
False: Reservations must be made within 7 days of travel for Domestic Bereavement Fare Policy fares (BRV1), the domestic bereavement policy is offered for SkyMiles members needing to travel due to a bereavement, Documentation is required in both the PNR and SkyMiles Account.
This SSR is used when a wheelchair is requested – needed for long distances. "R" is for ramp. Customer can ascend/descend steps and make their own way to/from cabin seat but requires a wheelchair for distance to/from aircraft.
What is WCHR?
This SSR is used when a wheelchair is requested – cannot use steps. "S" is for steps. The customer cannot ascend/descend steps but is able to make their own way to/from the cabin seat. Requires wheelchair for distance to/from aircraft and must be carried up/down steps.
What is WCHS?
Honolulu, Oahu HI
What is HNL?
The purpose of this tool is to provide Weather and Operational Advisories, Internal Advisories, Special Protection Agreements, Waiver Bulletins and More.
What is Reservations Operations Center (ROC)?
Pets in cabin count as 1 carry on item; however, pets in cabin fees still apply. An extra seat may not be purchased for a pet.
True
This is a “surprise and delight” for our travelers that self-identify their reasons for travel and is NOT a guaranteed service and specialists must NOT advise customers that the SSR is being added into the PNR.
What is Care SSR?
This SSR is used when a customer requests a Bassinet (SkyCot).
What is BSCT?
Paris, Charles de Gaulle Airport, France
What is CDG?
The purpose of this tool is to promote a heightened awareness of corporate news, divisional happenings and the state of the operation, as well as to reinforce our focus on elevated customer service. This information can be retrieved by email or accessed through DeltaNet.
What is Res & Care Daily Briefing?
When booking UMNRs you must follow the least restrictive rules when multiple UMNRs are traveling together.
False: You must follow the most restrictive rules when multiple UMNRs are traveling together.