DOT
When assigning an exit row seat, what phraseology should you ask before assigning the seat?
"Are you willing and able to assist in an emergency evacuation, and are you age 15 or older?"
Prior to credit card acceptance for new and reissued tickets, what is required to be quoted?
"includes all taxes and carrier-imposed fees"
Prior to credit card acceptance for new and reissued tickets, it is required to advise that the total
"includes all taxes and carrier-imposed fees"
On a Miles + Cash Award ticket, what portion of the fare is NON-REFUNDABLE?
The cash used to reduce the mileage is nonrefundable.
(The miles, taxes, and carrier-imposed fees are refundable)
Who are Joint Venture Partners?
Air France
KLM
Virgin Atlantic
What SSR code is WCHC?
Wheelchair requested - the customer is completely immobile. The customer requires a wheelchair to/from the aircraft; the customer must be provided level boarding (jetway, jetbridge, mechanical lift). Customers must be carried to/from their seat in the aircraft.
At times, following PCI standards may require you to ask for credit card information more than once. Is it ever okay to copy and paste the card information?
The copy and paste process will allow for collecting the credit card number a single time. When it is known in advance the credit card will be needed more than once:
Copy the credit card number from the designated secure field and then paste the credit card number into the next secure field when needed.
If unable to recall the expiration date and security code, ask the customer to repeat (see phraseology).
If a companion certificate was issued prior to 2/1/2024, what destinations can the pax travel to?
within the 48 contiguous United States only
True or False
A 5-year-old UMNR can take a connecting flight?
(UMNRs) ages 5–7 will not be permitted on flights with connecting itineraries.
Who are Delta's connection carriers?
Endeavor Air, Republic Airways, Sky West
When assigning a bulkhead seat, specialists must advise the customer they may be reaccommodated if the following customers with disabilities require the seat
Has fused or immobile leg
Requires aisle chair
Traveling with a service animal (SVAN)
Traveling with a personal care attendant or safety assistant or companion who must sit next to the customer with a disability (only need to quote one of these)
At what point of the travel ribbon can you change the form of payment?
Changes to forms of payment before, during, or after travel are not permitted.
Pax can cancel and rebook ONLY within RFC period.
What are the fare rules for an American Express Companion Certificates?
"...This ticket is non-refundable but changeable and may result in additional fare collection for changes unless otherwise noted on a bulletin. Companions must travel together on all flights. Travel must be completed by the certificate's expiration. No mileage accrual for the companion."
DSSR requires free form comments. What should I put in this section?
Comments should always have 3 pieces of information:
If you need to take a leave of absence, who should you contact?
Sedgwick
(30 days before the leave is scheduled to begin the approval process.)
Who administers Delta's compliance with customers-with-disabilities regulations and resolve related problems, as well as help coordinate response to medical events or emergencies involving passengers.
Complaint resolution officials (CROs)
To avoid compromising a customer's privacy, You can only enter a customer's credit card information into the designated secure field areas which include:
(hint: we use 2 programs)
Axis and DL Term
The Fare Rules must include
(hint: there are 4 mandatory points)
True or False:
If a pax needs to correct their name on a brand-new account with no miles earned, they must first fill out the identity verification form and upload a picture of their ID.
False
What should a pax do if they need a receipt for past travel from 4 1/2 years ago?
Send email to ticketreceipt@delta.com and include the following information when requesting ticket copies:
What is the fine for not disclosing a connection carrier/ or codeshare and failure to disclose fare rules?
$41,577
What is the format to tokenize a credit card number?
AX1234567890567/04-11/1234 (2 letter credit card code, credit card number, slash, expiration date, slash, CID number)
When pulling a RUC/GUC, what endorsement do you need to place into the PNR?
Regional- PU591/NONREF/CHANGES PERMITTED
Global- PU590/NONREF/CHANGES PERMITTED
Stretch Goal for SPS, IFSR, ACW, & NSHT
SPS: 92
IFSR: 90
ACW: 15
NSHT: 35
What should you do if a "partially used" 006 bulk tickets (IT/BT/Net) fails to reprice?
Cold transfer to GTS
(wholly unflown bulk tickets should be referred back to the issuing agency.)