Overview

Travel agents may rebook, reissue or refund tickets for customers whose flights have been affected by an event such as an earthquake or a volcano or a weather-related incident such as a storm, flood, or hurricane. Travel Agents may assist provided the customer’s travel meets the rules of the Travel Exception Policy, the PNR is properly documented, and the reissue or refund guidelines are met.

Delta’s Travel Exception Policy may change at any time without advance notice.

Travel Agent Rebook and Reissue Guidelines

Travel agents may rebook a reservation and reissue a ticket provided the below guidelines are met and applied:

1. Travel has not commenced on the affected flight segment
2. Ticket has not been reissued by Delta
   Please note: Some affected itineraries may have been proactively rebooked and reissued by Delta. If assistance is needed with additional changes, please contact Delta.
3. Customer has not checked in; if checked in, travel agent may uncheck customer using the check in status app on DL Pro or contact Global Sales Support or Delta Reservations for assistance
4. Tickets (including Bulk/Net Fare tickets) can only be reissued by the agency that originally issued the ticket
5. Changes outside of these guidelines are subject to the reissue rules of the ticketed fare. This includes any applicable additional fare collection, change fee, or Basic Economy cancellation charge. 

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Cabin to Cabin – Waiver Code Terms and Conditions

New booking meets the new travel must originate on/or before date, and rebook and reissue requirements of the travel exception policy:

• Rebook same O&D
• Rebook the new flight in the same Class of Service if available
  • For Main Cabin fares – If the same Class of Service is not available, rebook in the next available class of service, up to Y Class
  • All other cabins – The new flight may be rebooked in the same Class of Service if available, or the next available class of service, same cabin
• If same cabin of service is not available, use Change fee/Basic Economy Cancellation Charge waiver code terms and conditions. Fare difference will apply for any change in cabin of service.
• Fare differences and change fee/Basic Economy cancellation charge will be waived if applicable
• PNR must be documented with OSI
• Applicable waiver code documented on ticket 

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Class to Class – Waiver Code Terms and Conditions

New booking meets the new travel must originate on/before date, and rebook and reissue requirements of the travel exception policy:

• Rebook same O&D
• Rebook the new flight in the same Class of Service as the original ticket
• If same class of service is not available, use Change fee/Basic Economy Cancellation Charge waiver code terms and conditions.
• Fare differences and change fee/Basic Economy cancellation charge will be waived if applicable
• PNR must be documented with OSI
• Applicable waiver code documented on ticket 

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Change Fee/Basic Economy Cancellation Charge – Waiver Code Terms and Conditions

New booking meets the rebook and reissue requirements of the travel exception policy:

• Rebook same O&D or another O&D at current applicable fare and reissue collecting any fare difference.
• If the fare rule requires a change fee or Basic Economy cancellation charge, the fee/charge may be waived
• PNR must be documented with OSI
• Applicable waiver code documented on ticket

New booking does not meet the rebook and reissue requirements of the Travel Exception Policy:

• If ticket is not rebooked or reissued within the Travel Exception Policy guidelines, ticket may be used as a credit within the ticket validity.
• Collect applicable fare difference and change fee/ Basic Economy Cancellation charge per fare rule, at time of reissue

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Minimum/Maximum Stay Requirements

Minimum/Maximum Stay Requirements may be waived under these circumstances:

• When a change to the outbound travel occurs, the unaffected return date may be changed to protect the original length of the trip.
• The return travel must be booked in the original class of service.
• If the fare rule requires a change fee or Basic Economy cancellation charge, the fee/charge may be waived provided ticket is reissued within Travel Exception policy guidelines
• PNR must be documented with OSI
• Applicable waiver code documented on ticket 

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Required PNR Documentation for Reissue 

PNR must be documented with the applicable OSI message. See specific Travel Exception Policy for the applicable OSI message.

• OSI DL CHANGES PER XXXXXXXXXX XXDEC22

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Enroute/Diversion

Connecting customers’ enroute to one of the above-listed destinations or whose flights are diverted should work directly with the airport to rebook their travel.

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Refunds

If a customer’s flight is cancelled by Delta due to this event, and no other alternate flights are acceptable, travel agents may refund a totally unused non-refundable ticket(s) through normal ARC/BSP processing.

Required PNR Documentation for Refunds

PNR must be documented with the following OSI message:

• OSI DL REFUNDED PER EVENT ddmmmyy (DATE)

Note: the OSI message must be added before the itinerary is canceled.

Travel agents may also utilize the Travel Agent Travel Exception Policy Online Refund form to submit a qualifying refund request in the following cases:

• If a ticket has already been reissued by Delta or the ticket is partially used; or
• Travel agents whose customers contact them directly to initiate the refund

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Additional Information

Delta will continue to monitor this event waiver and adjust this policy if needed. Changes will be posted on the Delta Professional Travel Agency website and delta.com. Please check these sources frequently for the most up to date information or contact Global Sales Support or Delta Reservations for assistance.

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Partner Information

Each of our partners have travel agent resource websites to access the most up to date information and news. Use the links below to access each website:

• Air France >  Choose your Region > Country > In the search bar type "Air France Rebook Policies".
• KLM > Choose your Region > Country > In the search bar type "KLM Rebook Policies".
• Aeromexico
• Virgin Atlantic
• Korean Air  
  

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