Shopping & Booking
After ticketing a companion certificate, Mr. Diamond asked if he could return to DCA instead of DTW should his plans change.
NO!
After travel has commenced, rerouting is not permitted.
This call is PNR related. PNR information appears in the softphone. How do you proceed?
Display PNR and ask for one of the following verifications:
Then, help the customer like you always do!
(Share your screen)
Walk us through the queue PNR process for an advanced schedule change on PNR GSEHMF
- Use KM if you need to.
PNRMgmt > Queue PNR... > KTN 525 > DL City: KTN > Add > Q & Redisplay PNR
Explain the voluntary bag separation policy.
Check KM.
What are the Skyclub entry requirements for Military members?
Active duty military members in uniform or with present leave orders or rest and recuperation papers
A permanent self-service ONLY benefit for Delta SkyMiles Gold, Platinum, and Reserve Personal and Business American Express Card Members.
TakeOff 15 Discount Award Fares for Cardholders
"PSGR must present credit card" is utilized when a station or country experiences frequent fraudulent activity. Locate in KM the exception policy and documentation required.
For DM, PM, GM, FO, and MM SkyMiles members when the billing address of the Medallion's credit card matches their SkyMiles account.
"OK TO ALLOW TVL WITHOUT CC PRESENTED/HVC CC BILLING MATCHES HVC SM ADDRESS."
On December 9, 2021, Delta introduced a new policy to provide flexibility for customers who purchased a Basic Economy ticket. Explain this policy and fees to your caller.
This option will allow you the opportunity to voluntarily cancel your trip and receive an eCredit minus a cancellation charge.
$99 USD charge / 9,900 Miles - Domestic
$199 USD charge / 19,900 Miles - International
A tool used by ACS/RES/CARE to de-escalate calls by providing a goodwill gesture.
What is the Service Recovery Compensation Grid
Useful information about a Member's password and security question (SQ&A) activity can be found...
...in the Customer History section under "Password."
What is the Competency List?
If the caller is not the customer or the “Calling on behalf of” indicator is displayed on the softphone, for PNR questions I must verify...
Paid Upgrade transactions qualify for earning MQMs based on the flown class of service!
True or False?
TRUE! MQMs for the Flown class of service is updated after the passenger flies.
(Upsell via Seats Tab:)
Explain the Same-Day confirmed and standby programs.
A model to handle service disruptions the Delta Way! It Stands for Listen, Empathize, Acknowledge and Problem solve.
What is the LEAP model?
The Healthcare Patient Program travel is permitted to/from the US and Canada.
Name the participating locations.
Mayo Clinic facilities are located in RST/MSP/JAX/PHX. International travel is not permitted.
St. Jude Children's Hospital is located in MEM.
- International travel is not permitted.
If the caller is not the customer or the “Calling on behalf of” indicator is displayed on the softphone, for SkyMiles-related questions I must verify...
(SHARE YOUR SCREEN)
(Scenario) GM is calling because he does not see himself in the UPG list.
- Using a GM test account, create a new PNR from RDU to RNO departing tomorrow and add him to the SB list.
GOOD LUCK!
What is the baggage allowance for a Million Miler in First Class and up to how many companions?
3 checked bags at no charge up to 70 pounds.
The Elite member with up to 8 traveling companions in the same or separate PNR are permitted the same baggage waiver allowance.
The customer is requesting a refund for a reason other than an irregular operation or Delta schedule change.
These reasons could include...
Refundable Fares, Illness, or Death.
An Air + Rail program that acts as one on behalf of train, bus, and ferry operators worldwide, using the airline code 9B.
What is AccesRail?
This call is SkyMiles related. Softphone displays the SkyMiles Account information. How do you proceed?
If no alerts are noted in the account, offer to help the member.
Mr. Platinum was very excited to travel with his son for an upcoming trip he booked last month. He would like to cancel instead due to his work schedule. Using KM determine how to handle this cancellation request.
AMEX Companion Cert > Not Inside RFC > VOL > Wholly Unused.
A tool used to determine the reason for an IROP.
What is the flight status dashboard?
What is FLifo?
For calls regarding items lost onboard the aircraft, in the gate area or in a Delta Sky Club please do not transfer customers to baggage. The RES guidelines are?
Check KM!