General
What is an IROP?
Irregular Operations: any delay, cancellation or misconnection within 72 hrs of scheduled departure
True or False: specialists are unable to view previous compensation offered to a passenger within a PNR
False
What is the 'Rebook Me' tool and when is it activated?
VIPER Rebook Me is a backend engine that runs when an individual customer rebooks themselves over a self-service channel. Rebook Me is used to rebook a single PNR impacted by an IROP (cancel or delay)
What is Situational Flexibility?
Situational flexibility empowers Delta employees and its representatives to make the best decision, outside of normal policy, in order to assist a customer who may have a unique situation
Specialists may issue these to a passenger as a goodwill gesture due to IROPs
Delta Travel Voucher or Skymiles
What is the first thing specialists should do to start resolving any service failure?
L.E.A.P.
Where are the two locations in Axis to find the 'Service Recovery Authorization' tool?
Under 'Tasks' or 'Ticket Management'
What is the difference between 'Find Other Flights' and 'Add Protect'?
Find Other Flights will confirm a new itinerary but Add Protect will only add new flight as backup while keeping the original itinerary
What is always required when offering an exception using situational flexibility?
Documentation!
True or False: compensation can be offered to passengers for controllable service failures
True
What are controllable vs noncontrollable service failures referred to as?
Delta Pay vs Pax Pay
What are the steps to correct the 'Segment Select' error?
Delete Segment Select -> Delete DTIs
How do you quickly access the 'Flight Status Dashboard' from the Rebook Me tool?
Click on the flight number of the impacted flight
Who do specialists escalate to if unsure of offering a certain exception?
CES
What KM topic can specialists reference when offering compensation?
Service Recovery Compensation Grid
These types of IROPs are examples of what?
Delta Pay
Specialists should use this tool to check if they're authorized to overbook
Specific Availability
True or False: the Rebook Me tool allows for protection on OALs
True
These types of passengers are prioritized during IROP scenarios
Passengers with disabilities, UMNRs and elderly
Under DOT regulations, passengers affected by an overbooked flight may be eligible for this type of compensation
Denied Boarding Compensation (DBC)
These types of IROPs are examples of what?
Pax Pay
What's the segment status code to use when long selling a flight for overbooking due to an IROP?
IP - IROP Overbooking
Passengers can access the Rebook Me tool from these platforms
Fly Delta App, Delta.com and through email notifications
What is the max amount of fare difference specialists are able to waive without authorization from CES or GTS?
$250
Passengers whose flights are cancelled and choose not to travel with us are eligible for this type of compensation
Full refund of unflown segments