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Skymiles - What it is for now
WHO TO CALL...It's NOT Ghostbusters.
100

Display PNR and ask for one of the following verifications:

  • Mailing address or email address (DO NOT PROVIDE HINTS)
  • City Pair in the upcoming itinerary
  • Record Locator /Confirmation number (if it is not already in iNote)
  • Ticket number
  • Date of travel (outbound or return)
  • Credit Card used to purchase the ticket

Then, help the customer like you always do!

What are things you should do before RCI when PNR is provided?

100

"Are you willing and able to assist in an emergency evacuation and are you 15 or older?"

What are exit row seating requirements? 

100

Fishing Rods, Alcohol, Mirrors, etc...

What is Specialty Baggage: Fragile Items?

100

$5,000

$10,000

$15,000

$28,000

What are the new MQD requirements?

100

Cold Transfer only:

  • Domestic 006 Award/Revenue tickets that require manual reissues for transactions that fail auto-reprice.
Who is DMR?
200

Customer's Information to Verify who is not the person on the itinerary. 

  • Name and SkyMiles number
  • DOB
  • Mailing address OR e-mail address

    HINT: ticket is NOT 0062

Who are Third party Callers?

200

Delta Connection / Delta Codeshare, All Other Airlines, Change of Itinerary & Stop or Change of Equipment / Change of Gauge (COG).

What must be disclosed at FIRST mention of a flight?

200

Key West, Florida (EYW)

All Year

1- 100lbs 62 linear inches

What is a Checked Baggage: Embargo and Exceptions?

200

2:1 Redeemable Miles

and/or

10:1 MQDs

Or 

1 year of extended 2024 Status for every 100k rollover MQM's.

What are Rollover MQM Conversion options?

200

Cold Transfer Only:

  • International 006 Award/Revenue tickets that require manual reissues for transactions that fail auto-reprice

Who is IMR?

300

If being asked to disclose information about the companion SkyMiles account or a separate booking – you must verify as always.

What is verifying a "stored" travel companion in Omni-pro before adding them to PNR? 

300

"The total cost including all taxes and carrier-imposed fees for this itinerary is $400 per person."

What is a fare quote?

300
  1. Delta (operated), Delta Connection 
  2. JV partners 
  3. OAL:
    • First: SkyTeam members
    • Second: Codeshare partners
    • Third: OA non-SkyTeam or Codeshare 

What are IROP Rebooking to Other Airline (OAL)?

300

Jan 1, 2024: No access to the SkyClub

What is the Delta SkyMiles Platinum Amex?

300

Call for assistance for: 

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


Who is GTS?

400

 Steps to help protect our customers information.

What is RCI?

400

"This ticket is non-refundable, but changeable. Fare difference may apply.

What is Fare Rules?

400
  • 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

What are Schedule Change Rebooking Guidelines?

400

Individual Club Membership

Wheels Up Credit

DTV Amount Increase

MQD Accelerator

Bonus Miles Increase

What are Choice Benefits?

400

Call for Assistance with:

  • Support and assistance with codeshare and partner issues
  • SSRs on codeshare and partner flights
  • Seats on codeshare and partner

Who is GPS?

500

Display PNR the customer provided and ask for two of the following verifications:

  • Email address (DO NOT PROVIDE HINTS)
  • City Pair in the upcoming itinerary
  • Ticket number
  • Date of travel (outbound or return)

What are the steps to verifying when PNR or Ticket is provided?

500

This is a guaranteed service. Inform customers to alert a Delta agent at check-in to request assistance. It also protects seat assignments.

What is the DSSR?

500

This article will guide you through the correct process for redeeming and reissuing a Regional or Global Upgrade Certificate using Axis and DLTerm.

What is Global and Regional Upgrades: Redemption and Reissue Step Action?

500

-Calculated from the base fare of the ticket, plus any carrier-imposed surcharges (YQ/YR), rounded up to the nearest whole dollar amount.

-Post-ticket Upsell and Preferred Seat purchases made via self-service or Res /Post-ticket Upsell and Preferred Seat purchases made onboard or at the airport 

What are MQD's?

500

Warm Transfer/Call for Assistance:

Evaluate exception requests outside of First Point of Contact (FPOC)/First Contact Resolution (FCR) guidelines.

  • Escalated customer concerns
    • Passengers must ask to speak with a supervisor directly, do not solicit.
  •  Disability issues (SSRs) or concerns

Who is CES?