Show:
Shopping & Booking
Pre-Trip Support
Trip Change
Day of Travel
Loyalty/Post Trip
100

After ticketing a companion certificate, Mr. Diamond asked if he could return to DCA instead of DTW should his plans change.

NO! 

After travel has commenced, rerouting is not permitted.

100

This call is PNR related. PNR information appears in the softphone. How do you proceed? 

Display PNR and ask for one of the following verifications:

  • Mailing address or email address (DO NOT PROVIDE HINTS)
  • City Pair in the upcoming itinerary
  • Record Locator /Confirmation number (if it is not already in iNote)
  • Ticket number
  • Date of travel (outbound or return)
  • Credit Card used to purchase the ticket

Then, help the customer like you always do!

100

(Share your screen) 

Walk us through the queue PNR process for an advanced schedule change on PNR GSEHMF

- Use KM if you need to. 

PNRMgmt > Queue PNR... > KTN 525 > DL City: KTN > Add > Q & Redisplay PNR

100

Explain the voluntary bag separation policy. 

Check KM. 

100

What are the Skyclub entry requirements for Military members? 

Active duty military members in uniform or with present leave orders or rest and recuperation papers

  • Must be traveling on a Delta-operated flight
  • No guests
  • Subject to each location's capacity and seating availability
  • Military access should not be offered during irregular operations
200

A permanent self-service ONLY benefit for Delta SkyMiles Gold, Platinum, and Reserve Personal and Business American Express Card Members.

TakeOff 15 Discount Award Fares for Cardholders

200

"PSGR must present credit card" is utilized when a station or country experiences frequent fraudulent activity. Locate in KM the exception policy and documentation required. 

For DM, PM, GM, FO, and MM SkyMiles members when the billing address of the Medallion's credit card matches their SkyMiles account.

 "OK TO ALLOW TVL WITHOUT CC PRESENTED/HVC CC BILLING MATCHES HVC SM ADDRESS."

200

On December 9, 2021, Delta introduced a new policy to provide flexibility for customers who purchased a Basic Economy ticket. Explain this policy and fees to your caller. 

This option will allow you the opportunity to voluntarily cancel your trip and receive an eCredit minus a cancellation charge.

$99 USD charge / 9,900 Miles - Domestic

$199 USD charge / 19,900 Miles - International

200

A tool used by ACS/RES/CARE to de-escalate calls by providing a goodwill gesture. 

What is the Service Recovery Compensation Grid 

200

Useful information about a Member's password and security question (SQ&A) activity can be found... 

...in the Customer History section under "Password."

300
A guide used during call listening, designed to assist Leads in providing the best coaching based the specialists' strengths and opportunities. 

What is the Competency List?

300

If the caller is not the customer or the “Calling on behalf of” indicator is displayed on the softphone, for PNR questions I must verify...

  • Flight number (current or previous to rebooking), travel date, city pair, and last name (all 4 pieces of information) plus 1 of the following identifiers:


    • SkyMiles account number (verification of account required) OR
    • Record locator OR
    • Ticket number OR
    • Card type and last four digits as shown either from ticket or SPCL remarks in PNR for the credit Card used to purchase ticket
300

Paid Upgrade transactions qualify for earning MQMs based on the flown class of service!

True or False?

TRUE! MQMs for the Flown class of service is updated after the passenger flies. 


(Upsell via Seats Tab:)

300

Explain the Same-Day confirmed and standby programs. 

  • Same-Day Confirmed: Applicable for travel within the 50 U.S., Canada, Puerto Rico, and the U.S. Virgin Islands for a fee of 75 USD / 99 CAD. The fee is waived for Gold, Platinum, and Diamond Medallions.  Refundable fares are not subject to fees.

    • Basic Economy is not eligible and customers cannot pay for Same-Day Confirmed with a voucher. Routing Restrictions apply.

  • Same-Day Standby: Applicable for travel in the 50 U.S., Puerto Rico, and the U.S. Virgin Islands for free on the day of scheduled departure when same-day confirmed is unavailable.

    • Routing changes are not permitted.
300

A model to handle service disruptions the Delta Way! It Stands for Listen, Empathize, Acknowledge and Problem solve. 

What is the LEAP model? 

400

The Healthcare Patient Program travel is permitted to/from the US and Canada.

Name the participating locations. 

  • Mayo Clinic facilities are located in RST/MSP/JAX/PHX.  International travel is not permitted. 

  • St. Jude Children's Hospital is located in MEM.  

    - International travel is not permitted.




400

If the caller is not the customer or the “Calling on behalf of” indicator is displayed on the softphone, for SkyMiles-related questions I must verify...

  • Name and SkyMiles number
  • DOB
  • Mailing address OR e-mail address
400

(SHARE YOUR SCREEN) 

(Scenario) GM is calling because he does not see himself in the UPG list.

- Using a GM test account, create a new PNR from RDU to RNO departing tomorrow and add him to the SB list. 

GOOD LUCK! 

400

What is the baggage allowance for a Million Miler in First Class and up to how many companions?

3 checked bags at no charge up to 70 pounds.

The Elite member with up to 8 traveling companions in the same or separate PNR are permitted the same baggage waiver allowance.

400

The customer is requesting a refund for a reason other than an irregular operation or Delta schedule change. 

These reasons could include...

Refundable Fares, Illness, or Death. 


500

An Air + Rail program that acts as one on behalf of train, bus, and ferry operators worldwide, using the airline code 9B.

What is AccesRail? 

500

This call is SkyMiles related. Softphone displays the SkyMiles Account information. How do you proceed? 

If no alerts are noted in the account, offer to help the member. 

500

Mr. Platinum was very excited to travel with his son for an upcoming trip he booked last month. He would like to cancel instead due to his work schedule. Using KM determine how to handle this cancellation request. 

AMEX Companion Cert > Not Inside RFC > VOL > Wholly Unused. 

500

A tool used to determine the reason for an IROP.

What is the flight status dashboard? 

What is FLifo? 

500

For calls regarding items lost onboard the aircraft, in the gate area or in a Delta Sky Club please do not transfer customers to baggage. The RES guidelines are? 

Check KM!