SKYMILES
A place where members utilize their skymiles to purchase merchandise
What is SkyMiles Marketplace?
What is the most number of passengers allowed on a reservation?
2
A platinum Medallion can select 4 of these as a choice benefit.
What are Regional Upgrade Certificates?
What are the co-terminals to NYC?
JFK, LGA, EWR, HPN
For transactions that fail auto reprice on a domestic reservation
DMR/GTS
How far back can we retro credit past flown tickets?
9 months
How do you split passengers on a companion certificate reservation?
You can't split them
Booking into Delta one cabin/class using my Regional Upgrade
what is OX?
What carrier should be the first rebooking option for IROP's?
Delta or Delta Connection
For fare rule interpretation, pricing discrepancies, or ticketing reissues.
GTS Domestic or GTS International
When a member is missing or modifying an email, how do we direct them?
Direct member to log in to SM account and modify/add email in account under My Profile.
What PTC codes indicate it's a companion certificate reservation?
CMA/CMP or J/H
PU590
What is a Global Upgrade
What class of service should passenger be rebooked in?
Original class. If not available, lowest class of service.
For issues redeeming SkyMiles or reissuing award tickets.
GTS SkyMiles Award Maintenace
Platinum and Reserve
Under situational flexibility, who can reset a companion certificate?
Any SSS/PSS trained agent
What is the first step when reissuing a reservation with a lap infant?
Unmerge the infant
What is considered a Delta pay situation?
Controllable service failures (mechanical, crew, equipment issues, etc.)
For support and assistance on codeshare and partner flights.
Global Partner Support
DOUBLE JEOPARDY: How do you add OA frequent flyer number to a PNR?
With a PNR displayed, click on the SSR tab, then Add OA Freq Traveler
Companion certificate reservations booked in I, Z, W, or S, indicate what type of AMEX credit card?
Reserve
When reissuing a reservation with a complimentary upgrade, what do we advise the passenger?
They will have to requalify for the upgrade
DOUBLE JEOPARDY: In all service recovery scenarios, what should we use first?
LEAP service recovery framework
(Listen, empathize, apologize, problem solve)
For assistance on ONLY Air France, KLM, and Virgin Atlantic
Partner Ticketing Support