APAC - Frequently Asked Questions - FAQs
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Do we need to have the ticket reissued when Delta runs a schedule change? |
When the e-ticket data matches the itinerary, the ticket has been revalidated and there is no need to reissue the ticket. Delta will add special PNR documentation (OSI remarks) to indicate that a revalidation has occurred (e.g. OSI 1P REVAL COMPLETE). For complete details, please refer to http://pro.delta.com, Travel Agency > Policy Library > Schedule Change and Ticket Revalidation Policy. |
What is Delta’s Schedule Change rebooking policy?
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If the Schedule Change re-accommodation is acceptable: · Check to make sure the ticket is revalidated, then no further action is required. · If the ticket has not been revalidated, the ticket will need to be reissued using normal schedule change guidelines.
· The new flights must be rebooked using the same origin and destination, the same class of service and the same date as the original ticket. · The ticket must be reissued as an even exchange and the customer must be contacted with the new flight information. · In addition, the PNR and ticket must be documented with Required Documentation as noted below: o Document the PNR with the following OSI message: § OSI DL REISSUE DUE TO DL SKED CHG o Enter the following documentation in the endorsement box denoting the affected flight number and the date of flight § Example: SKD CHG DL1234 25JUL2017 Please note: If alternate space is not available for the same origin and destination, the same class of service and the same date as the original ticket, travel professional must contact Global Sales Support or Delta Reservation for assistance. |
Is it possible to get a full refund due to a change in Delta’s schedule? |
A full refund is possible, if one or more of the following applies: · The scheduled flight has been canceled and there is no similar Delta flight within 90 minutes of the initial departure time · The scheduled Delta flight departure time is changed by 90 minutes or more · The scheduled Delta flight is changed such that there are one or more additional stopovers from its initial itinerary · The itinerary of the scheduled flight changes such that the initially scheduled arrival time changes by 90 minutes or more · A Delta mainline aircraft is changed to a Delta Connection aircraft A Travel Agent must add the following OSI message to PNR before canceling the itinerary and requesting a refund :OSI DL REFUNDED PER UNACCEPTABLE SKD CHG/DDMMYY For complete details, please refer to http://pro.delta.com, Travel Agency > Policy Library > Schedule Change and Ticket Revalidation Policy. |
What are Delta’s procedures for a minor name correction? |
General Requirements · Applies worldwide for Delta 006 ticket stock · All flights on the ticket must be Delta-operated (including Delta Connection carriers) · Only one reissue for a name correction is allowed per passenger ticket.
Most minor name corrections may be made without contacting Delta for assistance. Please follow these guidelines for name corrections that occur before or after ticketing to ensure that the PNR is documented correctly and to avoid cancellation of the PNR: · Correct the name in the PNR · Add the following OSI message to the PNR advising that a name correction has been made: OSI DL NAME CORRECTION TO FIRST/MIDDLE NAME ONLY · Reissue the ticket as an even exchange (no other change to flights/dates allowed) · No waiver code is required.
Correction to the last name · Corrections to the last name is limited to a maximum of three characters; if a correction to the last name requires more than three characters, please contact Global Sales Support for assistance · Correct the name in the PNR · Add the following OSI message to the PNR advising that a name correction has been made: OSI DL NAME CORRECTION TO 3 LETTERS OF LAST NAME ONLY · Reissue the ticket as an even exchange (no other change to flights/dates allowed) · No waiver code is required
Addition to the last name without changing the name · For example, SMITH/ELIZABETH changed to ANDERSONSMITH/ELIZABETH · Correct the name in the PNR · Add the following OSI message to the PNR advising that a name correction has been made: OSI DL NAME CORRECTION ADDED SECOND NAME TO LAST NAME · Reissue the ticket as an even exchange (no other change to flights/dates allowed) · No waiver code is required. First and last names are inverted on the ticket · For example, TAYLOR/ROSS should read ROSS/TAYLOR · Correct the name in the PNR · Add the following OSI message to the PNR advising that a name correction has been made: OSI DL NAME CORRECTION FIRST AND LAST NAME INVERTED · Reissue the ticket as an even exchange (no other change to flights/dates allowed) · No waiver code is required.
Important! If a middle name or initial is included in the name field and the first and last names are inverted, contact Global Sales Support or Delta Reservations for assistance. Examples: •TAYLOR/ROSSJOHN to ROSS/TAYLORJOHN – call Delta for assistance •ALEXANDER/CAIX to CAI/ALEXANDERX – call Delta for assistance Travel Agencies in China using the TravelSky GDS need to contact Global Sales Support or Delta Reservations to add SSR authorization in order to be able to make a name correction in GDS . For complete details, please refer to http://pro.delta.com, Travel Agency > Policy Library > Self-Service Exceptions > Name Correction Policy. |
Is it possible to make a name corrections for DL*/KE codeshare flights? |
For a name correction that involved DL*/KE operated flight, contact Global Sales Support or Delta Reservation for assistance.
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If a customer is uncomfortable because it appears that the connection time will be insufficient, how does one find out the standard minimum connection time (MCT)? |
If a customer feels that his or her connection time is insufficient it may be that there is an exception to the standard minimum connect time. A travel agent may check the MCT for any exceptions. For example: The standard MCT for ATL for all carriers DOM-DOM may be 55 minutes, but there may be an exception posted for DL-DL DOM-DOM only requires 35 minutes. For this routing, the itinerary only needs 35 minute connect time instead of 55 minutes. However, if the passenger is feeling nervous about the exception for MCT for a specific itinerary, please check for the next available connecting flight based on the standard MCT. |
Do you allow two or more tickets to be issued for one PNR? |
No, Delta only allows one ticket issued per PNR. |
What is PNR duplication? |
If Delta’s system detects a duplication of the same passenger name or itinerary, an automated SSR message is sent to the travel agency PNR. The travel agency must check the duplicate PNRs. Contact Global Sales Support or Delta Reservation for assistance. |
What is the ticketing time limit? |
The time limit is set to the automatic PNR ticketing time limit or the ticketing time limit for the fare, whichever comes first. PNR ticketing time limit set by the robotic system cannot be extended. Fares are subject to change and are not guaranteed until tickets are issued. |
What is meant by ticket cancellation and change fee? |
For most advance purchase fares, Delta assesses a fee for voluntary cancellations or reroutings. These fees are available in the fare rule of the ticketed fare. It is the travel agency’s responsibility to inform the customer/ ticketed traveler of additional fare collections, restrictions and fees associated with these changes. |
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If a refundable fare and non-refundable fare are combined, is the entire ticket non-refundable? |
Non-refundable fares are non-refundable as stated, but the value of the refundable fare may be refunded according to the fare policy. In addition, the entire unused ticket may be reissued to a new fare per the fare rule, less the change penalty. The nonrefundable portion of the fare will remain nonrefundable on the new ticket. |
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Auto-refunds are only possible for an original/ reissued completely unused ticket. For partially used ticket, please proceed with Refund Application |
If passenger has same day connecting flights on different carriers, can baggage be checked-through? |
Delta does not through-check bags to non-partner airlines on a separate ticket. If a second ticket is presented for travel, Delta will only check the bag to the destination of the Delta ticket(s). Baggage may be claimed at the Delta-ticketed destination, and then re-checked by the customer with the downline carrier for the next flight. Exceptions In cases as noted below, when more than one ticket is presented, Delta will continue to through-check baggage from the origin to the destination. · An entire journey (itinerary) consisting of Delta-marketed / Delta-operated flights · SkyMiles Award plus a ticket with Delta-marketed / Delta-operated flights · Delta ticket plus a ticket on the Delta partner airlines listed below:
· Delta ticket plus a:
For complete details, please refer to http://pro.delta.com Products & Services > Delta’s Through-Check Baggage Policy |
What happens when an infant (younger than 24 months) turns 2 years old during the trip? |
For infants who turn 2 years of age during the trip, a child fare ticket must be purchased for the entire itinerary. |
Can Delta confirm Bassinet request? |
Onboard bassinets (SkyCots) can be requested, but cannot be guaranteed due to a limit of SkyCots per aircraft and weight restrictions. Infants permitted to use a SkyCot must weigh 20 pounds or less and be no longer than 26 inches in length. |
What is Delta’s policy for Unaccompanied Minor (UMNR)?(RES) |
Delta provides special services for children who are flying by themselves. Children 5-14 years of age traveling without an adult (18 years plus) are considered an Unaccompanied Minor (UMNR) and must participate in the UMNR program. Unaccompanied Minor (UMNR) service is mandatory for ages 5-14. Children ages 15-17 are not required to have unaccompanied service; however, we will provide the service if requested. The UMNR service fee will apply. For complete details, please refer to http://pro.delta.com Products & Services > Unaccompanied Minor (UMNR) Service. |
Can Delta provide special seating for passenger with disability? (RES)
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Passengers with disabilities may be seated anywhere in their ticketed class of service for which they are qualified and in compliance with FAA safety regulations. Delta accommodates any request for seating that helps manage disability. To request a specific disability seat assignment, please contact Global Sales Support or Delta Reservation for assistance. |
Who should we contact when there is a Seat upgrade request on a Delta-operated flight from Main Cabin to Delta One on VA (795) ticket stock?
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Contact Virgin Australia for assistance.
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Is it okay to carry-on or use assistive devices for disability customer?(RES)
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Assistive devices or life-support equipment (non-oxygen generating) may be brought onto the aircraft provided that it can fit into a storage location approved by the Federal Aviation Administration (FAA). Using electrically powered assistive devices on board the aircraft requires prior verification of safety. Please contact Global Sales Support or Delta Reservation for assistance. Please note: Delta does not provide any onboard power sources for assistive devices. |
