Who to Call
Cold Transfer only:
Domestic 006 Award/Revenue tickets that require manual reissues for transactions that fail auto-reprice.
Who is DMR?
A flight that makes no stops from the customer’s board point to off point.
What is a NON-STOP FLIGHT?
Delta's loyalty program (Members are eligible for awards based on mileage accrual from transactions with Delta or one of our many program partners.)
What are SkyMiles?
This is mandatory to quote: The network names and the operating carrier name.
What is a Connection Carrier Disclosure?
This product offers an option to our customer to use their miles or money to upgrade their travel experience. This process can only be handled after a customer is ticketed.
What is Post-ticketing Upsell?
Cold Transfer Only:
International 006 Award/Revenue tickets that require manual reissues for transactions that fail auto-reprice
Who is IMR?
A change of flight numbers and planes
What is a Connection?
Delta’s premier airport lounges located in major cities around the world (Membership is required.)
What is the Sky Club?
This is mandatory to quote: The marketing carrier name and the operating carrier name.
What is a Codeshare Disclosure?
This product is offered in all markets in the 50 U.S. during the booking process, using miles, at the time of purchase. These transactions can be booked and ticketed through the following channels: Self-Service: on delta.com, but not through the Fly Delta app.
What is Upgrade with Mile?
Call only: Transfers are not Permitted
Miles for DL Codeshare were posted as OAL in error and additional miles/bonus miles are needed
Award ticket redeposit due to IROP/Schedule Change
SkyMiles Account Management
Who is SMAS? (SkyMiles Account Support)
The non-operating carrier that puts its 2-character code on a partner's flight and sells seats as its own
Who is the Marketing Carrier?
Travel from origin to destination and return to the same origin point
What is a Round Trip?
Agents are required to quote allowances and fees for carry-on baggage, as well as first and second pieces of checked baggage, upon requests general baggage fees and allowance information.
What is Checked Baggage Disclosure?
These tickets purchased uses dollars to buy down the number of miles needed – one price point per-ticket.
This transaction can be done with Reservations and delta.com
What is Miles + Cash?
Call for assistance for:
Fare rule interpretation & discrepancies
Pricing Discrepancies
Ticketing/reissue errors & issues (how to)
Multiple forms of payment
Who is GTS?
Codeshare partner whose aircraft is used for a flight
Who is the Operating Carrier?
This Air Line is our only Domestic Codeshare Partner.
Who is Hawaiian Airlines (HA)?
Prior to credit card acceptance for new and reissued tickets, it is required to advise that the total "includes all taxes and carrier-imposed fees"
What is Fare Quote Disclosures?
This product offers Customers an opportunity to upgrade their International Revenue ticket using a fixed amount of miles. The mileage required to upgrade is determined based on the operating airline, area of travel, and the fare purchased.
What is SkyMiles Mileage Upgrade Awards?
Warm Transfer/Call for Assistance:
Evaluate exception requests outside of First Point of Contact (FPOC)/First Contact Resolution (FCR)
Escalated customer concerns
Disability issues (SSRs) or concerns.
Who is CES?
An agreement that allows one carrier to use its two-character airline code to purchase and market seats aboard an aircraft operated by another carrier
What is a Codeshare?
Part of a journey from a passenger’s board point to off point. Each flight coupon represents a segment of a trip.
What is a Segment?
If an itinerary indicates it is “Refundable,” specialists must disclose to a customer the unflown portion is eligible for a refund where the customer is calling to change or cancel their ticket.
What is New Mandatory Disclosure for Refund Eligibility?
This is a program exclusively for Delta SkyMiles American Express credit card holders that allows cardholders to use their miles to discount the price of revenue tickets. This transaction is only available through delta.com and are only available at the time on initial purchase, not for reissues.
What is Pay with Miles for SkyMiles Amex Credit Card Holders