Companion Certificate
What is the number of passengers allowed on a reservation?
2
What is the first step when reissuing a reservation with a lap infant?
Unmerge the infant
What are the co-terminals to NYC?
JFK, LGA, EWR, HPN
Holds Confirmed
HK
Who does the customer need to contact for items left behind at a security checkpoint?
TSA; you can file a claim on their website or contact them via phone number in KM
How do you split passengers on a companion certificate reservation?
You can't split them
What carrier should be the first rebooking option for IROP's?
Delta or Delta Connection
Standby
SB
Where do we send items that are found on Delta aircraft, Delta counters, or Delta SkyClubs?
Lost and Found Central
What PTC codes indicate it's a companion certificate reservation?
CMA/CMP or J/H
What do we do with a bulk ticket booked with Delta Vacations?
Transfer to Delta Vacations
What class of service should passenger be rebooked in?
Original class. If not available, lowest class of service.
Previously confirmed (schedule change)
WK
What do we advise the customer if an item is lost in the general airport?
The customer will have to contact the station’s lost and found department to locate the item
What is your response when a customer asks why they cannot use their certificate on the flights they requested?
"Fares are based on several factors; because of the market and time of year, the fares required for the certificate are no longer available."
When reissuing a reservation with a complimentary upgrade, what do we advise the passenger?
They will have to requalify for the upgrade
What is considered a Delta pay situation?
Controllable service failures (mechanical, crew, equipment issues, etc.)
No show
NS
How many days from the claim date is the search exhausted for an item?
30 days
DOUBLE JEOPARDY: Companion certificate reservations booked in I, Z, W, or S, indicate what type of AMEX credit card?
Reserve Card
DOUBLE JEOPARDY: Travel is more than 72 hours away and you need a manual reissue for an even exchange, what is the best way to move forward?
Queue to KTN 525
DOUBLE JEOPARDY: In all service recovery scenarios, what should we use first?
LEAP service recovery framework
(Listen, empathize, apologize, problem solve)
Meal list/Non Rev
MM
3-7 business days