Things You Should Know Part 2

Who To Call

100

What do you search in KM to find department names and contact information?

PHONE BOOK

200

Who do you call when you have an issue with?

• Fare rule interpretation & discrepancies
• Pricing Discrepancies
• Ticketing/reissue errors & issues (how to)
• Concerns regarding HVC ticketing and reissues
• Multiple forms of payment

GTS

300

Who do you call when you have issues with Codeshare or Partner Support issues?

GPS

400

Who to call when you have issues with?

• Escalated customer concerns
  • Passengers must ask to speak with a supervisor directly, do not solicit.
•  Disability issues (SSRs) or concerns including, but not limited to: 
  • SVAN 
  • Oxygen/PPOC
  • Wet Cell Batteries for Wheelchair  (WCBW)
• Overbooking of Delta flights (within guidelines) 
• Seating overrides 
• Agent Assist when Leads are unavailable  

CES

500

Who do you call when you have issue with?

• Missing air miles for past-date travel
• Delta promotion issues (bonus miles not posted correctly)
• Miles for DL Codeshare were posted as OAL in error and additional miles/bonus miles are needed
• Qualifying travel shows zero miles in error
• Award ticket redeposit due to IROP/Schedule Change & miles are needed to issue a new ticket
• SkyMiles Account Management (Name, DOB, gender, suspensions, etc.)

SMAS

Cold Transfer Pilot

100

Which department is handling the new Cold Transfer Pilot Program running through till August?

GTS

200

True or False?

Cold transfers are allowed for domestic calls during the pilot period that encounter:

• Domestic pricing discrepancies
• Domestic ticketing/reissue errors
• HVC domestic ticketing and reissue concerns
• Multiple forms of payment on domestic tickets

True

300

Cold transfers are allowed for Diamond Medallions for domestic calls during the pilot period that encounter:

• Domestic pricing discrepancies
• Domestic ticketing/reissue errors
• HVC domestic ticketing and reissue concerns
• Multiple forms of payment on domestic tickets

True

400

True or False?

Cold transfers are allowed for international calls

False

International calls must follow the standard call process and cannot be cold-transferred.

500

What support issues fall under this new Pilot Program?

• Domestic pricing discrepancies
• Domestic ticketing/reissue errors
• HVC domestic ticketing and reissue concerns
• Multiple forms of payment on domestic tickets

Updated Product Names/Experiences

100

Main cabin is now called what?

And what are the experiences?

Delta Main

Basic, Classic and Extra.

200

What does the EXTRA experience include?

• Even higher boarding priority
• Increased bonus mileage earn
• Refundability options  

300

Comfort + is now called what?

Delta Comfort

400

Domestic First Class is now called?

Delta First

500

Is there such thing as Delta Comfort Basic?

No, only Classic and Extra

PASS TRAVEL ELIGIBILITY FOR DIFFERENT TYPES OF LEAVE

100

Are you able to travel during the following?

Intermittent Illness (including intermittent FMLA)

 

Sick Time

 

Unscheduled Absence (non-approved leave)

Employee not eligible for nonrevenue or reduced-rate travel on the day(s) they are absent from work. Eligible pass riders may continue to travel, except no OAL travel.

200

Are you able to travel during the following?

Approved Short-Term Disability (STD) 

Certified Time 

Company Convenience LOA (30-day increments)

 Continuous FMLA

 Inactive:

• CO-OP
• Intern

• Seasonal Agent

  Maternity Military Leave:

• Training (less than 30 days)
• LOA (over 30 days)

• Conflict (over 30 days)

  Unpaid Bonding

  Paid Parental Leave 

Same as if active, except no OAL travel which includes all pass riders. 

 

You should refrain from any activity which is inconsistent with your medical restrictions, or which could delay your return to work.

300

Are you able to travel during the following?

Approved Unpaid Medical Leave of Absence

 Denied Short-Term

 Denied Long-Term Disability

 Suspension and/or Pending

 Termination

Not eligible for nonrevenue or OAL travel which includes all pass riders.

400

Are you able to travel during the following?

Workers' Compensation only (no separate disability or sick pay)

• If on approved disability status, approved by Sedgwick or Harvey Watt, the employee will be eligible for the applicable disability pass privileges.

• If not on approved disability status, but still receiving worker's compensation, the employee, including pass riders, are not eligible for pass travel.

500

Are you able to travel during the following?

Long-Term Disability (LTD)

Disabled employees are eligible for pass travel privileges while they are receiving monthly benefits under the provisions of a Company-sponsored long-term disability (LTD) benefit program based on the employee's consecutive years of service at the time that their approved LTD leave began. 

Not eligible for OAL travel including all pass riders. 

You should refrain from any activity which is inconsistent with your medical restrictions, or which could delay your return to work.

Mixed Info

100

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

200

Which membership allows you to bring two guests, or immediate family (spouse/domestic partner and children under 21 years of age)?

Delta Sky Club Executive Membership

300

RUC & GUC

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)

400

Which select partner-operated flights may have Upgrade Certificate space?

KLM

Air France

Korean Air

Virgin Atlantic

AeroMexico

500

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