Who you gonna call?
Pax sky miles account won't allow them to sign into it. And they've tried the password that was setup. Who you gonna call?
Reservations: SkyMiles Account Recovery: Initiating SQA Password Reset & MFA Servicing
You receive an error message saying Auto reprice invoked. How can you resolve this issue?
What is the specialist should unhook the ticket, End & Redisplay, rehook the ticket, and End & Redisplay again. Then the specialist can either attempt Reprice again or start the manual reissue process.
What is the definition of an IROP?
What is
An IROP is when any of the 2 following irregularities occur within 72 hours of a scheduled departure:
What is a KPI?
What is An agents metric titles i.e CHT, ACW, HOLD, IFSR,SIS and RCR.
How is medallion status earned?
What is Medallion Status can be earned annually by reaching the required Medallion Qualification Dollars (MQDs) through a combination of flying on Delta and partner airlines, spending on Delta Vacations, and using Delta SkyMiles American Express Credit Cards.
Pax baggage hasn't arrived for their delayed flight, Who you gonna call?
Who is Baggage Service Office (BSO)
Read full KM article:Customer Experience Codes: Checked Baggage
Read full KM article:Reporting Delayed Or Lost Baggage
BONUS: QUESTION
You receive the error that the name is invalid for the account. How can you resolve this issue?
In a new PNR Shell, add the passenger's SkyMiles Account in the PSGR tab & verify the SFPD is correct then hit Submit. This will save the SFPD correctly in the SkyMiles account.
Who's in charge of evaluating and IROP situation?
Who is Delta sector managers
What KPI indicates how long you spend on a call?
What is Call Handling Time aka CHT
what is the highest medallion status that can be gifted?
What is yes? The highest medallion status that can be gifted is Diamond Medallion Status. According to the documents, a member using a 2026 Beyond Diamond Choice Benefit can gift 2026 Diamond Medallion Status to one recipient per selection.
I need to check my personal battery powered wheelchair while traveling who you gonna call?
For additional handling procedures for battery-powered wheelchairs, refer to Ground Operations Manual (GOM) 30.20.40. Personal Wheelchair Acceptance
You get the error that there are duplicate taxes listed. How can you resolve this issue?
What is Click on Tax Breakdown Box. There is only 1 tax code for each tax permitted. If there are 2 US taxes listed, add them together and remove the dupe and then click on Calculate and Update.
what agent sine can overbook a flight operated by Delta/Delta Connection?
Agents must have a CR sine to overbook a class of service on Delta/Delta Connection
What does SIS stand for?
What is Specialist Interaction Score.
What is the highest medallion status given?
What is Delta 360° Diamond Medallion
I have an authorization hold on my credit card that's been on there10 days?" Who you gonna call?
Knowledge Management - Ai Search Results Delta advises customers to reach out directly to their bank if they have any concerns about a credit card hold.
You get the error message saying skymiles service isn't responding. How can you resolve this issue?
This will occur when there is a lack of PTC on Award Tickets.
When a IROP pnr has the refundable indicator, what must be given to the caller before making any changes?
Suggested Phraseology:
Before we begin, I want to share with you that your ticket is eligible for a refund should you choose to cancel it.”
What is the current SSS/PSS benchmark for IFSR?
What is 86.3%
What is a beyond Diamond choice benefit?
What is Beyond Diamond Choice Benefits, the number of times that Members with 2026 Diamond Medallion Status can select this benefit depends on the the MQD spend threshold they achieve.:
Pax was denied boarding as the flight was oversold, who you gonna call?
If a passenger is denied boarding due to an oversold flight, the passenger should contact the gate agent or customer service agent at the airport. The gate agent is responsible for handling the denied boarding situation and will explain the passenger's options, including the possibility of voluntary denied boarding compensation.
Read full KM article:Denied Boarding for Oversold Flights: Gate Procedures
Read full KM article:Denied Boarding Regulatory Disclosure Requirements
You get the error that auto reprice is revoked, How can you resolve this issue?
What is Go to the DTI tab and delete all DTIs
When does the Rebook Me option populates?
What is when a customer uses a self-service channel and their PNR has been affected by a canceled or delayed flight.
BONUS QUESTION
Who determines which agents can have and all blue dashboards?
What is the agent
what is included in the Welcome kit?