Show:
Schedule Changes
Flifo Abbreviations
IROP
More Schedule Changes
Compensation
100

If the schedule change is 120 minutes or longer, what does the passenger qualify for? 

A free change or a refund 

100

MTC

Maintenance 

100

What are the co terminals to NYC? 

JFK, LGA, EWR, and HPN

100

Where can we find details that a schedule change has occurred in a PNR? 

In the General Remarks of a reservation or PNR history

100

Passenger calls in to request a hotel or meal voucher, how do we direct them? 

Direct them to the airport in order to receive a voucher; RES does not issue hotel or meal vouchers

200

Travel is within 72 hours and you need help with a manual reissue, what is the best way to move forward? 

Transfer to DMR/IMR (GTS when applicable)

200

CXLD

Cancelled 

200

What carrier should be the first rebooking option for IROP's?

Delta or Delta Connection 

200

Where can you find information about schedule changes, including AF and KLM flights, on Deltanet? 

The ROC portal 

200

If compensation is not handled by ACS and the customer contacts RES, what should we do? 

Display first contact resolution by using the service recovery grid

300

travel is more than 72 hours away and you need a manual reissue, what is the best way to move forward? 

Queue to KTN 525

300

EQPT

Equipment 

300

What class of service should a passenger be rebooked in? 

Original class of service. If not available, lowest class of service 

300

What expenses will Delta cover from a schedule change? 

Delta will not cover expenses resulting from a schedule change 
300

When a customer is involuntarily downgraded from  First/Business/Delta One/Delta Premium Select, what should we refer to when handling the situation? 

Involuntary Class of Service Downgrade Compensation Grid 

400

Once a customer has made their free change, how long do they have to change their mind? 

18 hours 

400
WX

Weather

400

Name 2 CONTROLLABLE delays - means an aircraft/flight is delayed due to circumstances within Delta's control 

  • Mechanical repairs
  • Crew scheduling issues
  • Ground equipment issues
  • Flight planning issues
  • Dispatch issue
  • Unavailable aircraft or Late arrival of equipment
400

If a passenger experiences a schedule change on the OAL portion of a Delta issued ticket, how many days can it take to reflect onto their reservation? 

7 days 

400
These customers can receive compensation for controllable AND non-controllable service failures and flight disruptions

High valued customers 

500

DOUBLE JEOPARDY: When does the schedule change indicator turn ON?

  • A departure delay is 30 minutes or more
  • An arrival delay is 30 minutes or more
  • An early departure is 15 minutes or more
  • An early arrival is 60 minutes or more
500

DVRT 

Diverted 

500

DOUBLE JEOPARDY: Name 3 NONCONTROLLABLE delays- means an aircraft is delayed due to circumstances not within reasonable control 

  • Weather
  • Air traffic control (ATC) Congestion
  • Strikes
  • Diversions
  • Security Issues
  • Governmental restrictions
  • Civil unrest
500

If a medallion member has been confirmed in an upgraded class of service and experiences a schedule change, what class of service do we rebook in? 

If available, book in the upgraded class of service. 

500

Besides submitting a refund request form, what is another way you can process a refund for an IROP? 

Queue the PNR to KTN 327