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"
It is not required to quote that the total "includes all taxes and carrier-imposed fees" for reissues where there are no additional fare collection
Can specialists stay on the line if they think the situation is complex?
No. We ask that all specialists fill out the SMART Transfer form and complete the transfer. Filling out the form thoroughly is the key to a successful transfer to GTS or GPS so the customer does not have to repeat information.
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).
It is not required to restate the fare rules when a customer is not changing the fare
What's the maximum number of tries should specialist try to work through an error or issue with a domestic itinerary before transferring to GTS Domestic?
2-3
What Remarks need to go in the Canned Remarks section when applying a certificate?
Global Upgrade or Regional Upgrade
XXXX OOODDD COMPLETED UPGRADE
(Flight#) (OriginDestination)
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."
What criteria falls under a reason to transfer to GPS?
OAL Ticket Stock
Name corrections involving partner-operated space
SSRs on codeshare and partner flights
Seats on codeshare and partner
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)
A Diamond Medallion say they would rather stay on the line with you while you call GTS Domestic, plus you can consult with GTS to get your questions answered.
Are you in Compliance if you call out?
No, you are not in compliance.
You should transfer all Diamond Medallions under all circumstances that need assistance from GTS Domestic. And specialists should not be calling to consult.
On international flights with Delta One and Delta Premium Select. If you purchase in Main Cabin or Delta Comfort+, and then apply your Global Certificate to upgrade to Premium Select. Can you still get up to Delta One?
Yes:
Customers who use certificates to reach Delta Premium Select will be added to the waitlist for Delta One and eligible to clear starting 24 hours prior to departure.
What is the fine for not disclosing a connection carrier/ or codeshare and failure to disclose fare rules?
$75,000
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)
What are the fare rules for an Award ticket without a Fee
What criteria falls under the reason to transfer to GTS?
Ticket reissue (e.g., fare change, eCredit application, TakeOff 15). For Upgrade Certificate Reopen Requests, reissue the ticket into the original class of service and submit the Reopen Upgrade Certificates form.
Fare errors or pricing discrepancies.
Manual repricing for partially flown tickets.
Multiple forms of payment
MCO
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"