Show:
DOT
PCI
Fare Rules
Toss-Up
Who's Who?
100

When assigning an exit row seat, what phraseology should you ask before assigning the seat?

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

100

Prior to credit card acceptance for new and reissued tickets, what is required to be quoted?

 "includes all taxes and carrier-imposed fees"

100

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"

100

On a Miles + Cash Award ticket, what portion of the fare is NON-REFUNDABLE?

The cash used to reduce the mileage is nonrefundable.

(The miles, taxes, and carrier-imposed fees are refundable)

100

Who are Joint Venture Partners?

Air France

KLM

Virgin Atlantic 

200

What SSR code is WCHC?

Wheelchair requested - the customer is completely immobile. The customer requires a wheelchair to/from the aircraft; the customer must be provided level boarding (jetway, jetbridge, mechanical lift).  Customers must be carried to/from their seat in the aircraft.

200

At times, following PCI standards may require you to ask for credit card information more than once. Is it ever okay to copy and paste the card information?

The copy and paste process will allow for collecting the credit card number a single time. When it is known in advance the credit card will be needed more than once:

  • Copy the credit card number from the designated secure field and then paste the credit card number into the next secure field when needed.

  • If unable to recall the expiration date and security code, ask the customer to repeat (see phraseology).

200

If a companion certificate was issued prior to 2/1/2024, what destinations can the pax travel to?

within the 48 contiguous United States only

200

True or False

A 5-year-old UMNR can take a connecting flight?

(UMNRs) ages 5–7 will not be permitted on flights with connecting itineraries.

200

Who are Delta's connection carriers?

Endeavor Air, Republic Airways, Sky West

300

When assigning a bulkhead seat, specialists must advise the customer they may be reaccommodated if the following customers with disabilities require the seat

  • Has fused or immobile leg

  • Requires aisle chair

  • Traveling with a service animal (SVAN) 

  • Traveling with a personal care attendant or safety assistant or companion who must sit next to the customer with a disability (only need to quote one of these)

300

At what point of the travel ribbon can you change the form of payment?

Changes to forms of payment before, during, or after travel are not permitted.

Pax can cancel and rebook ONLY within RFC period.

300

What are the fare rules for an American Express Companion Certificates?

"...This ticket is non-refundable but changeable and may result in additional fare collection for changes unless otherwise noted on a bulletin. Companions must travel together on all flights. Travel must be completed by the certificate's expiration. No mileage accrual for the companion."

300

DSSR requires free form comments. What should I put in this section?

Comments should always have 3 pieces of information:

  1. Seat assignment (actual seat number)
  2. Seat type/accomodation assigned (bulkhead window, right aisle towards front, aisle closest to lav)
  3. How the seat accommodates them-what the customer has disclosed (right broken leg, sister provides mobility assistance, pax disability not disclosed)
300

If you need to take a leave of absence, who should you contact?

Sedgwick 

(30 days before the leave is scheduled to begin the approval process.)

400

Who administers Delta's compliance with customers-with-disabilities regulations and resolve related problems, as well as help coordinate response to medical events or emergencies involving passengers.

Complaint resolution officials (CROs)

400

To avoid compromising a customer's privacy, You can only enter a customer's credit card information into the designated secure field areas which include:

(hint: we use 2 programs)

Axis and DL Term

  • Any practice of using alternate locations (e.g., iNotes, DL Term notepad, Snipping Tool,  WordPad, dry-erase boards, screenshots, paper, calculators, etc.) is not secure and does not protect the customer's credit card information.
400

The Fare Rules must include 

(hint: there are 4 mandatory points)

  • Refundability
  • Changeability
  • Fare difference applies for changes
  • Special restrictions (e.g., Basic Economy, SkyMiles award fares, Mileage/Global/Regional upgrades)
400

True or False:

If a pax needs to correct their name on a brand-new account with no miles earned, they must first fill out the identity verification form and upload a picture of their ID.

False

400

What should a pax do if they need a receipt for past travel from 4 1/2 years ago?

Send email to ticketreceipt@delta.com  and include the following information when requesting ticket copies: 

  • Customer name
  • Customer email or physical address receipt is to be sent to
  • Ticket number (13-digit document number beginning with 006)
  • Please include the type of credit card used to purchase the ticket.(Visa/MasterCard/American Express)
500

What is the fine for not disclosing a connection carrier/ or codeshare and failure to disclose fare rules?

$41,577

500

What is the format to tokenize a credit card number?

AX1234567890567/04-11/1234 (2 letter credit card code, credit card number, slash, expiration date, slash, CID number)

500

When pulling a RUC/GUC, what endorsement do you need to place into the PNR?


Regional- PU591/NONREF/CHANGES PERMITTED

Global- PU590/NONREF/CHANGES PERMITTED

500

Stretch Goal for SPS, IFSR, ACW, & NSHT

SPS: 92

IFSR: 90 

ACW: 15

NSHT: 35

500

What should you do if a "partially used" 006 bulk tickets (IT/BT/Net) fails to reprice?

Cold transfer to GTS

(wholly unflown bulk tickets should be referred back to the issuing agency.)