Who do I call?
Who evaluates exception requests outside of FPOC/FCR guidelines?
CES
Who only handles domestic manual reissue processing for reps not trained for manual reissues?
DMR
Special Remarks
The credit card billing address is required for any reissue that requires ___________
additional funds to be charged on the card
What further verification step must you take when OmniPro provides the passenger SkyMiles Account (VERIFIED)?
Check SkyMiles Account REMAKRS and URGENT REMARKS
Who provides support for pricing and pricing discrepancies?
GTS
Who only handles international manual reissue processing for reps not trained for manual reissues?
IMR
This is the type of remark that tells automation "something". Basically like red flagging it to the background systems.
OSI Remarks
What 3 departments can be used to help specialists who are NOT manually trained?
DMR, IMR, KTN 525
What verification is required when OmniPro provides a PNR that is not attached to a verified SkyMiles account? (Multiple correct answers)
ASK FOR ONE:
Mailing Address OR Email Address
City Pair
TKT #
Dates of Travel
CC Used
Who works lost or damaged item claims?
General Baggage Services
Who would you COLD transfer to for an experience with delayed, lost or damaged baggage?
General Baggage Services
Where is the only place other than the checkout box you may write down CC information? (Including CC #s, CVC Codes, Expiration Dates.)
General Remarks
Schedule changes on OAL ticket stock (not 006 / 074 / 057) should be done by
the OAL ticket stock carrier or the issuing travel agency
What verification is required when no information comes through OmniPro BUT the passenger has a SM account? (Correct answer includes 4 REQUIRED Steps)
1. Verify the caller's full name AND the SM account holders full name
2. Check the REAMRKS and URGENT MEMOS
3. Verify D.O.B
4. Verify Email Address OR Mailing Address
Who helps with Joint Venture, Codeshare and SkyTeam airline partners?
Global Partner Support
What do you do if a manual reissue is required for a SKED CHNG and the trip is not scheduled to depart until next month?
Queue to KTN 525
This is a type of OSI remark that can be pre-populated
EX: TCPs
Canned Remarks
All completely unused bulk ticket schedule changes must be __________.
Referred back to the issuing agency or airline
What verification is required when OmniPro does NOT provide any passenger information (No SM account, No PNR) BUT the passenger provides you with the PNR or TKT number? (2 Required answers; Multiple Correct Combinations)
1. Verify the caller's full name matches the name listed on the PNR
2. Check the REAMRKS and URGENT MEMOS
3. Verify D.O.B
4. Verify Email Address OR Mailing Address
Who helps with missing miles from a customer's SkyMiles account prohibiting issuance of ticket, and/or follows up on a previous request?
SMAS (SkyMiles Account Support)
Who allows COLD transfers as long as there is a case number?
Customer Care
Which type of remark would you use to document:
"REISSUE FAIL/NOT MANUALLY TRAINNED/TRANSFERING TO DMR"
Special Remark
True or False:
Delta will not cover expenses or offer compensation resulting from a schedule change (EX: hotels, food, etc.).
True
What verification is required when talking to a 3rd party?
1. Name of the passenger
2. Flight Number
3. Travel Date
4. City Pair
AND at least one of the following: SM Account, PNR, TKT number, or CC used to Purchase TKT