EXCEPTIONS
Passenger calls in and states they HAVE to change their international flight back 3 days earlier because their first grandbaby is due to be born early. There is only 1 seat left on the flight they need, and it is a J class. But they purchased MC.
**LET'S DISCUSS**
Customer calls in and wants to apply his GLOBAL on his KLM purchased/KLM operated flight. He states this has been done before.
Do NOT do this.
What is KL/KL flights are not eligible for applying upgrade certificates?
Customer wants to complete his PAY DOWN WITH miles transaction and has called YOU.
What is Delta.com
You have tried several times to assign seats, but the seat map isn't loading correctly.
What is IT? (Submit IT Feedback Form)
Customer wants to leave a compliment for a really nice RES specialist who helped him fix his changed flights due to schedule change.
What is Customer Compliment Form by CES?
Passenger doesn't have money to pay the UMNR fee to you at time of booking.
What is pay fee at the airport?
PM messages in asking you to confirm his DC+ complimentary upgrade and window seat just like his preferences say. You reassure him his window seat will be guaranteed.
Do NOT do this.
What is refer him to gate?
What is remind him that complimentary upgrades are not guaranteed?
Customer is irate because he is trying to get his travel receipt for the flight he just booked and he can't find it.
What is Delta.com>View Itinerary>View Receipts
ND TL/TKTG
What is you?
Drive the ticket again.
GM customer messages in asking for compensation for his 6 hour delayed flight for him and his family. You notice they had BE seats.
(Per KM) What is 3,000 miles?
**Let's Chat about this**
Customer calls in for a name correction on their first name for their trip BOS-BRU.
KLM will be operating the AMS-BRU leg of the flight.
Do NOT do this.
What is GPS?
Customer wants to know if they can bring their firearm with them on their trip LAS-ATL.
What is checked baggage? (This must be declared and to a Delta representative at the main ticket counter).
NO CASS LOCATION.
What is you? (Swing your set).
(Per KM)
What is fee not eligible to be paid by DTV/eCredit. Credit or debit cards only.
2 million miler messages in and would like to apply his GLOBAL to his SM ticket JFK-CDG-CFR.
What is you DO NOT make the exception?
Customer messages in and states she has finally gotten all documentation to bring her poodle with her to on her trip from HNL to ICN operated by KE. The only thing left to do is add the PETC SSR to the PNR.
Do NOT do this.
What is to contact Korean Air directly?
Customer has messaged in several times because she can't update her email address which means she can't login and she can't update her name. Sending the forgot password link has not helped her.
What is Delta.com>Login Help>Identity Verification Form?
ACCT NO FAILED CHK DIGIT TEST
What is you?
What is double check the credit card information.
Customer calls in and states the new flights (per schedule change) for their Alaska trip just won't do. You deem the ticket eligible for refund. How to complete documentation?
(Per KM):
OSI DL REFUNDED PER UNACCEPTABLE SKED CHG/DATE (impacted flight)?
DM is asking for an exception from LAX-DTW. You notice there are no direct flights on the day in question, but he says he could fly the direct into GRB.
**Let's discuss**
Customer calls in elated that they will be traveling with their infant for the first time from MSP-BOG, with final destination as CTG operated by LATAM. They are requesting to add the infant. Unsure, you refer them to call LATAM directly.
Do this.
What is contact LATAM directly?
**DAILY DOUBLE**
Name the 4 IMPACTFUL BEHAVIORS?
What are:
Greet Me
Recognize Me
Be Kind to Me
Inform Me
You are unable to unblock seats in DC+ to accommodate your DM complimentary upgrades.
It is you.
What is warm transfer to CES?
Customer calls in concerned because miles were deducted from their account, but the ticket has not been reissued.
(Per KM):
Who is GTS Sky Award Maintenance?