Processes and Procedures 1
The Processes and Procedures topic in KM would help a specialist with Booking an Unaccompanied Minor (UMNR) adding TBBB/TBMB?
What is Axis: Unaccompanied Minor (UMNR) Add TBBB/TBMB?
The Processes and Procedures topic in KM that would help a specialist with a customer Occupying Extra Seats (EXST)?
What is Extra Seats (EXST) Ticketing and Reissue Topic?
Any unplanned events, usually occurs within 72 hours of a scheduled departure.
What is Irregular Operations (IROP)
Applicable for travel in the 50 U.S., Puerto Rico, and the U.S. Virgin Islands for free on the day of scheduled departure when same-day confirmed is unavailable.
What is Same-Day Standby?
A customer no longer wishes to travel because they missed the purpose of their trip due to a schedule change or flight disruption (such as mechanical, crew issues, weather, etc.)
What is Trip in Vain Policy Topic?
The Processes and Procedures topic in KM would help a specialist with Booking an Infant on a new or existing booking?
What is Axis: Booking Infant (INFT) Tickets?
The Processes and Procedures topic in KM that would help a specialist with Name Changes and Corrections?
What is Name Changes and Corrections: Reissue Steps Topic?
Always planned by Delta, which includes change of a passenger’s flight number, time, routing, preselected seats, carrier, or the date they are traveling. All changes occur outside of 7 days before travel.
What is Schedule Changes?
The program is applicable for travel within the 50 U.S., Canada, Puerto Rico, and the U.S. Virgin Islands for a fee of 75 USD / 99 CAD. The fee is waived for Gold, Platinum, and Diamond Medallions. Refundable fares are not subject to fees.
What is Same-Day Confirmed?
Customers wishing to share feedback about a past travel experience can use this form on Delta.com via the help center.
What is the Comment and Complaint form?
The Processes and Procedures topic in KM would help a specialist with Upsell via Seats Tab?
What is Upsell via Seats Tab in Axis Step Action Topic?
The Processes and Procedures topic in KM that would help a specialist with a customer wanting to book with an Amex Companion Certificate?
What is Amex Companion Certificates: Updated Booking Process in Axis?
Delta offers this benefit to recognize the loyalty of our Medallion Members, eligible Delta SkyMiles American Express Card Members, and Delta Corporate Travelers.
What are Complimentary Upgrades?
This tool empowers all RES, Care, and ACS team members to provide compensation, when IROPs happen, you've started with empathy, a listening ear and an apology.
What is the Service Recovery Compensation Grid?
This KM Topic Helps RES agents assist customers obtain receipts.
What is Requesting Copies of Receipts Topic?
The Processes and Procedures topic in KM that would help a specialist with Merging Duplicate SkyMiles Accounts?
What is SkyMiles Account: Merging Duplicate Accounts Topic?
The Processes and Procedures topic in KM that would help a specialist with a customer added a PETC to their booking?
What is Axis: Pet in Cabin (PETC) Booking for DL Operated flights
The inability to provide the standard services that Delta has committed to or agreed to provide the customer, controllable service failure generally means that Delta has created a problem.
What is Delta Pay?
In situation where Delta was unable to provide standard services agreed upon, but Delta had no control in the situation.
What is Passenger Pay?
This KM Topic Helps RES agents assist customers with lost and found items.
What is Lost & Found: RES Procedures/Damaged, Delayed or Lost Baggage Delta.com?
The Processes and Procedures topic in KM would help a specialist request retroactive mileage for qualifying travel?
What is Axis: How to Request Retroactive Mileage Credit Topic?
The Processes and Procedures topic in KM that would help a specialist with a customer needing a Wheelchair added to their booking?
What is Wheelchair Booking?
The Processes and Procedures topic in KM that would help a specialist with adding Protection Flights due to an IROP?
What is Axis: Add Protection Flights Using Rebook Me (IROP Tab)
The Processes and Procedures topic in KM that would help a specialist to Process a Refund?
What is How to Process a Refund in Axis and OmniPro?
The Processes and Procedures topic in KM that would help a specialist with a refund request.
What is How to Use the Refund Request Form Topic?