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?"
What does PCI stand for?
Payment Card Industry
It is not required to quote that the total "includes all taxes and carrier-imposed fees" for reissues where there is no additional fare collection in what scenarios?
What do you search in KM to find department names and contact information?
PHONE BOOK
Both U.S. and foreign air carriers are to provide refunds to customers affected by one or more of the following?
Flight Cancellations
Significant schedule changes to a flight itinerary
Delayed or lost bags
Increase in Connection Points
Downgrade to Lower Class of Service and chooses not to fly
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).
Delta Connection and Codeshare Disclosure Policy
What needs to be quoted at First Mention?
ie: Departing City, Marketing/Operating Airlines, Time of Departure, Connection City (when applicable), Arrival Time, Arrival City
What do we use for Good Will gestures and/or service failures?
Service Recovery Grid
True or False?
A refund should be provided in situations where the customer chooses not to fly during flight disruptions and IROPs?
"TRUE"
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:
How many hours must a bag be delayed both domestically and internationally for the bag fee to be refunded?
12+ hours for domestic tickets
15+ hours for international tickets
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)
If a customer is unable to complete their TakeOff 15 transaction via self-service. What steps should specialist take?
*Verify the customers eligibility
*Build the PNR
*Confirm the itinerary's eligibility for TakeOff 15
*Document the PNR for reason for ticketing discount
*Share the Record Locator with the customer
*Smart Transfer to DMR/IMR
(Diamond Medallions should be warm transferred.)
Additional policies were added allowing customers eligible for a refund due to a qualifying IROP or Schedule Change to receive what instead of a refund?
An eCredit with a 5-year validity
What is the fine for not disclosing a connection carrier/ or codeshare and failure to disclose fare rules?
$41,577
Where do you place and how do you format credit card numbers to have it when you reach out to a support desk?
Collect credit card information and enter into the designated secure location general remarks
AX1234567890567/04-11/1234 (2 letter credit card code, credit card number, slash, expiration date, slash, CID number)
DO NOT CLICK UPDATE OR END THE RECORD
Provide the support desk with the credit card information by reading the credit card number, expiration date, and security code to the support desk
If PCI appears on the left-hand corner of the screen when they are quoting the fare rules...What is this considered?
It is considered a DOT miss because our system stops recording the call and the person potentially auditing the call would not be able to verify that it was quoted.
Who do you call when you have an issue with?
GTS
Under the new rules, customers MUST be notified that their ticket is eligible for a refund any time a customer contacts RES about a flight change or cancellation.
What indicator will be prominent and appear in OmniPro and Axis?
"Refundable"