Show:
Who to Call
Medallion
International Travel
Seats
Compensation
100

An award ticket pricing discrepancy

GTS Skymiles Award Maintenance 

100

My upgrade clears within 24 hours of departure 

Silver (FO)

100

I am needing a name change on OAL, how would you assist me?

Try to avoid name corrections/changes when possible, especially for international travel with OAL space, Call GPS if needed 

100
Why would a passenger be ineligible for same-day confirmed or same-day standby? 

They have a basic economy ticket 

100

Passenger calls in to request a hotel or meal voucher, how do we direct them?

Direct them to the airport in order to receive voucher; RES does not issue vouchers

200

When there is a price discrepancy between the Shopping tab in Axis and Delta.com

GTS

200

My upgrade clears within 5 days from departure

Diamond Medallion/Platinum Medallion


200

What is the tool used to find information regarding entry requirements, visa requirements, and Covid requirements?  

Timatic

200

Who can change a no show status? 

A lead specialist/BA 

200

If compensation is not handled by ACS and the customer contacts RES, what should we do?

Display first contact resolution by using the service recovery compensation grid

300

Passenger is wanting to change the international segment operated by OAL on their reservation. 

GPS

300

What is the best tool to use when a passenger inquires about their Medallion status?

Details tab in Omnipro once account has populated 

300

Where can a passenger go to upload passport information, health documents, and government forms?

Delta Fly Ready (in app or Delta.com)

300

What Medallion members get same day confirmed fee waived? 

Gold, Platinum, and Diamond Medallion 

300

These customers can receive compensation for controllable and non-controllable service failures and flight disruptions

    High Valued Customers

  • Delta One, First and Business Class (regardless of fare basis)
  • SkyMiles Medallion Members: Diamond Medallions (DM), Platinum Medallions (PM), and Gold Medallions (GM)
  • Million Milers (MM)
  • SkyTeam Elite Plus
  • Virgin Atlantic Flying Club Gold members
400

DAILY DOUBLE: Passenger has been impacted by a schedule change on an Air France segment 

Partner Ticketing Support

400

My upgrade clears 24 hours prior to departure after FO 

Base member with a Reserve credit card 

400

Where do we direct a passenger who is inquiring about a country's eligibility requirements?

The country's embassy/consulate 

400

A blocked seat may be opened under these circumstances (Name at least 2)

  • Unaccompanied minor (UMNR) 
  • Disability seating
  • Ticketed infant (under 2) with a car seat and traveling with an adult 
  • Children 13 and under and 1 accompanying adult 
  • Customer traveling with infant in arms on Delta Connection flights (must be seated on the C/D side of the aircraft) 
  • Prisoner/police escort
  • Diamond, Platinum or Gold Medallion Member 
  • Customer occupying multiple seats (EXST)
    • For Medallion Members, please review the related article on Earning Miles on Extra Ticket Purchase (Occupying Two Seats)
  • Customer traveling with tall cabin baggage: Tall items that exceed the top of the seat back preventing other customers’ view of signs or video screens must be seated in the last row of the Main Cabin.
400

When a customer is involuntarily downgraded from a First/Business/Delta One/Delta Premium Select/Comfort+ seat, what should we refer to when handling the situation?

Involuntary Class of Service Downgrade Compensation Grid

500

DAILY DOUBLE: What are the steps when receiving a QPX error after attaching an ecredit? 

1. Go straight to manual reissue

2. Skip to Step 2, put a 0 in ASC, and submit


Axis will show you what the passenger owes or gets as a refund

500

This cabin clears only on the day of departure for Medallion members

Delta One

500

DAILY DOUBLE: What is the only city in the US that limits you to one checked bag with absolutely no exceptions, not even to our military on orders? 

Key West, FL (EYW)

500

DAILY DOUBLE: Who gets upgraded to Delta Comfort immediately after ticketing? 

Platinum and Diamond Medallion

500

DAILY DOUBLE: During high call volume situations such as IROPS, what procedure should we follow when a passenger requests a refund?

Queue to PNR to KTN 327 for Refunds department to handle