Decode the Acronym
IROP
Irregular Operations
This is when a flight is delayed, cancelled, or the passenger is bumped from the flight.
Formerly referred to as Airline UI.
FDDS
(Fly Delta Design System)
An individual who travels often.
FF
(Frequent Flyer)
A Delta employee who assists travelers at the airport is a member of this department.
ACS
(Airport Customer Service)
We've been focused on self-service initiatives to alleviate calls to this team.
RES
LOPA
Location of Passenger Accommodations
Preferred type of seat map where it’s rendered against the engineering spec of the aircraft.
Kayak, Expedia, etc. are all considered one of these.
OTA
(Online Travel Agent)
Once seated, this tool allows you to watch movies.
IFE
(In-Flight Entertainment)
Pre-check will help you get through these lines faster.
TSA
(Transportation Security Administration)
Wheelchair Assistance, Meet and Assist, and other needs fall under this category.
SRs
(Service Requests)
BFF
Backend for Frontend
Referred to as the BFF team, who is responsible for making sure the front end design can be supported.
Air France would be categorized as this.
OA
(Other Airline)
Select travelers can enjoy a bite to eat in this space before their flight.
DSC
(Delta Sky Club)
The screens you see when boarding.
BLIDS
(Boarding Lane Information Display System)
This initiative has been led by the Revenue team in conjunction with AMEX.
HYTK
(High Yield Tool Kit)
NPS
Net Promoter Score
Measures customer experience of your brand and provides the best metric to anchor your customer experience management program.
This name of Angelina Jolie's son also happens to be a commonly used Delta acronym.
PAX
(Passengers)
A passenger who is underage and traveling solo.
UMNR
(Unaccompanied Minor)
The rebooking system used for passengers when their flights are cancelled or delayed.
IPRS
(Inconvenienced Passenger Rebooking System)
A computer program that rebooks passengers that have been impacted by an irregular operation.
Polaris is to Fresh Air as _____ is to Airline UI.
BAU
(Business as Usual)
FCR
First Contact Resolution
Document that describes the tools and authority available to specialists to assist when customers experience a service failure.
The frontline leader in ACS, formerly known as a Performance Leader.
OSM
(Operations Service Manager)
These acronyms were previously used to refer to GUCs and RUCs.
GBL and RGL
Where can you find pilot paperwork?
EFB
(Electronic Flight Bag)
Used to be carried in a flight bag, but is now electronic on iPad.
In 2013, AKQA helped Delta launch this feature on Fly Delta for the iPad.
GBJ
(Glass Bottom Jet)
Feature that lets users interact with a moving, social map of the area over which they are flying.