Medallion Members
My upgrade clears within 24 hours of departure
FO (Silver)
Who do we contact to extend the expiration date?
We do not extend expiration dates under any circumstances
What is the maximum number of combinable ecredits allowed with the initial purchase of a ticket?
5
Name one item included in a Medallions welcome kit
Congratulations note, Delta vacations insert, Job well done certificates (for DM and PM only),2 bag tags and 2 rubber connector loops, and drink vouchers
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
My upgrade clears within 5 days from departure
Diamond Medallion/Platinum Medallion
What are the PTC codes when a customer completes the booking online?
J and H
Who can an ecredit be transferred to?
The ticketed passenger may transfer to the credit card holder/purchaser of the original ticket. If the ticket belongs to a minor, the parent may transfer on their behalf.
DOUBLE JEOPARDY: Why would a medallion not receive a welcome kit?
Welcome kits are only sent to members who have achieved a NEW, HIGHER medallion status than the tier they held in the previous medallion year
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
What is the best tool to use when a passenger inquires about their Medallion status?
Details tab in Omnipro
DOUBLE JEOPARDY: When does a member receive their companion certificate?
It is automatically issued to your SM account each year following your card renewal
How do you find the residual value of an ecredit?
Attempt to find the value on delta.com/redeem. If this fails, reach out a Team Lead
*DO NOT call out for this*
What complimentary status does a 1 million miler receive?
Silver Medallion status
Name 2 non-controllable service failures. (Passenger Pay)
Weather, ATC delays, Security delays, and road traffic
This cabin clears only on the day of departure for Medallion members
Delta One
DOUBLE JEOPARDY: What benefit does the Reserve card give you regarding companion certificates?
Reservations may be booked in I, Z, W, or S if available
What is the maximum number of combinable ecredits allowed with a ticket change?
2
What complimentary status does a 2 million miler receive?
Gold Medallion status
Name 2 controllable service failures. (Delta Pay)
Delays due to maintenance issues, crew scheduling and late arriving equipment.
DOUBLE JEOPARDY: Who gets upgraded to Delta Comfort immediately after ticketing?
Platinum and Diamond Medallion
When is a certificate not eligible to be reopened?
If a customer did not authorize usage of their ecredit, what should you do as a specialist?
Fill out the RPU investigation form with original ecredit numbers
Who receives metal bag tags?
Diamond Medallion
DOUBLE JEOPARDY: When a customer is involuntarily downgraded from a First/Business/Delta One/Delta Premium Select/Comfort+ seat, what KM topic should we refer to when handling the situation?
Involuntary Class of Service Downgrade Compensation Grid