Reissue 1
What is the first step when reissuing a reservation with a lap infant?
Unmerge the infant
WK
Previously confirmed/schedule change
Why is it important to open the ticket first?
Verify the fare allows voluntary changes or reissues, Ensure ticket stock is 006/057/074. For all other OAL ticket stock reach out to GPS, Check expiration date of ticket to ensure ticket has not expired., Check issuing location. For tickets issued by agencies and other airlines, refer back to issuing agency or airline for voluntary changes. In situations where changes must be made to agency ticket, ensure ERC is charged., Verify the coupons for the flights that are changing are OPEN, Check the total fare to determine ticket type (revenue, award, bulk). For bulk tickets (BT), cold transfer to Global Ticketing Support.
NAME DIFFERENCES EXIST
What is the next step?
This will occur when the name in the ETR does not exactly match the name on the PNR. Always verify the name prior to processing the reissue.
For fare rule interpretation, pricing discrepancies, or ticketing reissues
GTS Domestic or GTS International
What do we do with a bulk ticket booked with Delta Vacations?
Transfer to Delta Vacations
Unable/Unconfirmed/Waitlist closed
Customers can avoid ERC fees by contacting the ticketing agency or issuing airline for a reissue. What is another way for a customer to avoid the ERC fee?
Delta.com never charges the ERC fee
AUTO-REPRICE REVOKED
What is the next step?
Go to the DTI tab and delete all DTIs
Overbooking of Delta flights (within guidelines)
CES
Only confirmed (HK) space may be reissued.
_________ space cannot be reissued.
Standby (SB)
IP
IROP overbooking
A customer has received their complimentary upgrade and has had their itinerary changed due to an involuntary reason. How should we rebook them?
Changing their itinerary due to an involuntary reason should be rebooked in the upgraded class of service if it is available.
CKIN / BRD / PRNT / EREF / EXCH / PXCH COUPONS EXIST
What is the next step?
The reissue is not allowed. The message is received when reissue is requested from a Res location.
If the status is PRNT or BRD:
SSS - Ignore any changes made to the PNR, document in special remarks what changes the customer would like to make, and smart transfer the customer to DMR/IMR. Do not add or remove any space in the PNR.
PSS - Contact GTS.
If the status is CKIN, see Related Delta Article Unchecking a Customer in Axis.
For issues redeeming SkyMiles or reissuing Award tickets
GTS SkyMiles Award Maintenance
How long does a customer have to refund their ticket after making a free change?
18 hours
PA
Priority waitlist
When can a RES specialist recheck a passenger in?
Check-in status was removed by a Res specialist, Customer is traveling domestically (e.g. U.S. 50; Puerto Rico; U.S. Virgin Islands), Customer is within check-in window for the new flight and a seat has been assigned
PLEASE VERIFY TICKETING INSTRUCTIONS ON THE TICKETING MENU
What is the next step?
For support and assistance on codeshare and partner flights
When reissuing a reservation with a complimentary upgrade, what do we have to advise the passenger?
They will have to requalify for the upgrade
MM
Meal list- Non-Rev
When a manual reissue is required for a schedule change, and auto-reprice fails to provide an even exchange, what should we do if travel is more than 72 hours from departure?
Queue to KTN 525
NEED BASE FARE/6
What is the next step?
Click on Copy Base Tax & Total and then Update
For assistance on ONLY Air France, KLM, and Virgin Atlantic
Partner Ticketing Support