DOT Regulatory Changes
Both U.S. and foreign air carriers are to provide refunds to customers affected by one or more of the following?
Flight Cancellations
Significant schedule changes to a flight itinerary
Delayed or lost bags
Increase in Connection Points
Downgrade to Lower Class of Service and chooses not to fly
What are the Regional and Global Certificate ticket designators?
Regional Upgrade - PU591
Global Upgrade -PU590
Individuals must be what age for Club Membership access?
Must be at least 18 years of age.
Questions about the SkyClub you can use KM or ?
What do you search in KM to find department names and contact information?
PHONE BOOK
Will a customer receive a refund if they No Show for a flight?
Anytime a customer no-shows for a flight that is refund-eligible due to a qualifying schedule change or flight disruption, Delta will cancel the remainder of the ticket and initiate an automatic refund of the unflown portion of the ticket after a 24-hour waiting period.
What Remarks need to go in the Canned Remarks section when applying a certificate?
Global Upgrade or Regional Upgrade
XXXX OOODDD COMPLETED UPGRADE
(Flight#) (OriginDestination)
Delta Sky Club Executive Membership
How would you process a refund on partially flown award tickets due to an IROP?
Queue Remarks in Axis in the SkyMiles account
Who do you call when you have an issue with?
GTS
How many hours must a bag be delayed both domestically and internationally for the bag fee to be refunded?
12+ hours for domestic tickets
15+ hours for international tickets
On international flights with Delta One and Delta Premium Select. If you purchase in Main Cabin or Delta Comfort+, and then apply your Global Certificate to upgrade to Premium Select. Can you still get up to Delta One?
Yes:
Customers who use certificates to reach Delta Premium Select will be added to the waitlist for Delta One and eligible to clear starting 24 hours prior to departure.
Can anyone purchase a Delta Sky Club membership?
No not just anyone.
As of January 1, 2023, annual membership to Delta Sky Club are available to Medallion Members of the Delta SkyMiles Program.
Executive Membership - One-Year Rate: $1495.00 or 149,500 miles
Individual Membership - One Year Rate: $695.00 or 69,500 miles
What form is needed to add or remove a suffix or Sr.;Jr.;, II, etc?
Identity Verification Form on Delta.com
Who do you call when you have issue with?
GTS Sky Awd Maintenance
True or False:
Unflown portions of a flight due to a flight disruption will be processed into an ecredit.
False:
If they choose NOT to fly, may receive a full refund of the unflown portion of their ticket to their original form of payment.
Upgrade Certificates can be used on which type of tickets?
If a customer is not a medallion member in, what are some ways they can access the Delta Sky Club Lounge?
*Delta One domestic or international flight
*Delta SkyMiles Reserve and Reserve Business American Express Card Members
*Centurion Card Members from American Express
*Platinum and Platinum Business Card Members from American Express
How can a customer update their Middle Name?
No Identity Verification Needed. Any RES specialist can make this update.
If a customer is unable to complete their TakeOff 15 transaction via self-service. What steps should specialist take?
*Verify the customers eligibility
*Build the PNR
*Confirm the itinerary's eligibility for TakeOff 15
*Document the PNR for reason for ticketing discount
*Share the Record Locator with the customer
*Smart Transfer to DMR/IMR
(Diamond Medallions should be warm transferred.)
Under the new rules, customers MUST be notified that their ticket is eligible for a refund any time a customer contacts RES about a flight change or cancellation.
What indicator will be prominent and appear in OmniPro and Axis?
"Refundable"
Which select partner-operated flights may have Upgrade Certificate space?
KLM
Air France
Korean Air
Virgin Atlantic
AeroMexico
How do I qualify for Unlimited Delta Sky Club Access?
Card Members can receive an unlimited number of Visits by spending $75,000 or more in eligible purchases on the Eligible Card Account between January 1, 2024, and December 31, 2024, and each calendar year thereafter. Once this threshold is met, the Card Member earns Unlimited Club Access for the remainder of that calendar year through January 31 of the next Medallion Year.
Will customers lose their Companion Certificates if they choose not to fly?
No, as long as they haven't flown and the Companion Certificate is not expired, specialist can cancel the flights. Refund the companion taxes and reopen the companion certificate using the Amex comp certificates form.
What do we use for Good Will gestures and/or service failures?
Service Recovery Grid