IROP/Schedule Change
When a delay or cancelation happens within 72 hours of a scheduled departure.
What is an IROP?
Irregular Operation
Can be controllable or uncontrollable
Appropriate SSR code for being blind or having low vision.
What is BLND?
When a passenger holds a paper ticket.
What is PRNT?
Printed status
Documents needed for acceptance of Service Animals.
What is the U.S. Department of Transportation Service Animal Air Travel form and What is the U.S. Department of Transportation Service Animal Relief Attestation Form
Policy that allows customer in main cabin to confirm a seat on a different flight on the same calendar day for a flat rate of $75 (24 hours before departure and same class of service is available)
What is Same Day Confirmed?
Any situation that causes a customer distress and is within Delta's control. Examples include delays due to maintenance, crew scheduling and late arriving equipment (not because of weather).
What is Delta Pay?
Appropriate SSR code for infants under the age of 2 who occupy their own seat
What is INST?
Infant occupying a seat?
When a passenger has traveled on a segment or segments of a flight.
What is FLWN?
Flown status
You can find the Delta Corporate Disability Program Manual here.
What is the Corporate Manuals Page on Deltanet?
J, C, D, I, and Z
Bonus: E
What is Delta First?
Bonus: What is Delta Main Basic
A tool that we use as a scale to compensate passengers for service failures.
What is Service Recovery Compensation Grid?
Appropriate SSR code for adding a trained service animal.
What is SVAN?
When a passenger is seated on a plane and has not completed the journey.
What is BRD?
Boarded status
If you are unsure about handling a customer with a disability, it is crucial to contact this person.
What is a CRO?
Complaint Resolution Official
A Delta representative who serves as the local expert with all disability related issues.
The "Ask Jeeves" or Google of Delta and the most important tool you will use in your day to day tasks.
What is KM?
(Knowledge Management)
A change that occurs when we need to make adjustments in order to meet customer demands or adapt to operational needs. Can include changes in aircraft, flight number, flight times, etc. These changes are processed as far in advance as possible.
What is a Schedule Change?
Appropriate SSR code used to escort passengers with mental and physical disabilities that require assistance to get to and from gates/terminals.
What is DPNA?
(This SSR falls under MAAS, but it is a guaranteed service)
When a ticket has been canceled and refunded.
What is VOID?
Voided status
Any device that may be necessary to assist a customer with a disability to perform a major life function. They are transported on flights free of charge and do not count toward a customer's carry-on or checked baggage allowance, as long as they accompany the customer.
What is an Assistive Device?
A situation where Delta was unable to provide standard services agreed upon, but Delta had no control in the situation. Examples include weather, ATC delays, Security delays, and road traffic.
What is Passenger Pay?
Appropriate SSR used to make a reservation for a cat, dog or bird. Also requires check in at airport.
What is PETC?
(Always be sure to check availability and make sure the passenger is aware of the PETC fees based on area of travel)
When a passenger completes an important step in confirming they are showing up for the flight. Without doing this in a timely manner, the passenger will not be able to board the scheduled flight.
What is CKIN?
Check in status
Ensures customers with disabilities have the same access to air travel as customers without disabilities.
What is 14 CFR Part 382?
Y, B, M, H, K, Q, L, U, T, X, and V
Bonus: W and S
What is Delta Main?
Bonus: What is Delta Comfort?