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Schedule Change Rebooking Policy for Travel Agency Partners   

Delta’s schedule change rebooking policy provides Travel Agents with the option to either accept the reaccommodation provided by Delta or to offer customers alternate reaccommodations without the need to contact Delta for assistance. For additional information regarding Delta’s ticket revalidation process or interline revalidation between Delta and Virgin Atlantic for schedule changes, a general overview of the Schedule Change and Ticket Revalidation Policy is available here.

The guidelines below are effective for travel on/after May 13, 2022.

Applies to:
  • All Points of Sale – Domestic and International Travel
  • Itineraries issued on DL-006 ticket stock (reservation must be ticketed)
  • Schedule changes that occur seven (7) days or more in advance of the original scheduled departure date
  • Delta-marketed or Delta Connection flights
Schedule Change Guidelines

When an advanced schedule change occurs, to advise the schedule change, Delta sends an Advice of Schedule Change (ASC) message to the GDS. To qualify for a complimentary change due to a schedule change, the schedule change must meet one of the following guidelines:

  • A delay of 120 minutes or more
  • A change in the routing of a scheduled Delta flight which adds one or more stops to the original itinerary
  • A change in equipment from Delta Mainline to Delta Connection carrier
  • Any change that causes a misconnect
  • If a flight cancels and no comparable or acceptable routing is available within 120 minutes 

If the affected PNR meets one of the schedule change guidelines above, to process the schedule change, the travel agent must:

  • Reconcile the agency PNR by removing (cancelling) old or changed segments in the PNR (Please contact your GDS help desk as needed to determine the proper status codes).
  • Determine if the schedule change is acceptable:
    • If the Schedule Change is acceptable and the ticket has been revalidated, no further action is required.
    • If the Schedule Change is acceptable, but the ticket has not been revalidated, the ticket will need to be reissued. Please follow “Required PNR Documentation for Reissue” below.
       
  • If the schedule change is not acceptable:
    • If the Schedule Change reaccommodation is not acceptable you may reaccommodate the customer as follows:
      • The new flight may be rebook in the same O&D or alternates within a 100 Mile radius of the original flight
      • The new flight may be rebooked in the same Cabin (Cabin to Cabin)
        • 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
      • The new flight may be rebooked two days before or two days after the original flight date (+/- 2 days)
      • Reaccommodations must be on a DL-marketed and DL-operated flight or a DL-Connection flight
        • If a DL-marketed and DL-operated flight or a DL-Connection flight is not available, contact Global Sales Support or Delta Reservations for assistance
      • 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 PNR Documentation” as noted below
         
  • Protecting the original length of the trip:
    • When changes on the outbound occur, 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 alternate space is not available as outlined above, travel agents must contact Global Sales Support for assistance
      • 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 PNR Documentation” as noted below.

Required PNR Documentation for Reissue

  • Document the PNR with the following OSI message:
    • OSI DL REISSUE DUE TO DL SKED CHG
  • No waiver code is needed
Additional Information
  • The travel agency is responsible to advise the customer of the new flights and reissue the customer’s ticket.
  • Changes outside of the guidelines above are subject to the reissue rules of the ticketed fare. This includes any applicable additional collection or administrative service fees.
  • Failure to comply with exception processes specific to this reaccommodation policy may result in a debit memo.
  • For requests outside of the above guidelines, please contact Delta’s Global Sales Support, AF/KL Trade Support or Delta Reservations for assistance.
Refunds Due to Schedule Change

Refundable Ticket

US- Based travel agencies and travel agencies in the U.S. Virgin Islands and Puerto Rico may refund fully refundable tickets through normal ARC processing. Travel agencies that report via BSP may refund fully refundable tickets using normal BSP processing.

Non-Refundable Ticket

Travel agencies can refund a non-refundable ticket(s) when there has been a Delta schedule change, if one or more of the following apply:

  •  A delay of 120 minutes or more
  • There is a change to an itinerary resulting in no comparable schedule being available within 120 minutes 
  • A change in the routing of a scheduled Delta flight which adds one or more stops to the original itinerary.
  • A change in equipment from DL mainline to DL Connections carrier
  • Any change that causes a misconnect

Required PNR Documentation

When the qualifying schedule change or flight cancellation is received in the GDS, please add the OSI message below and submit the refund in the GDS.

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

PNR must be documented with the following OSI entry:

OSI DL REFUNDED PER UNACCEPTABLE SKED CHG/ DATE (impacted flight date)

Delta’s schedule change policy is subject to change at any time without notice in Delta’s sole discretion.

Prior to issuing the “Schedule Change Rebooking Policy for Travel Agency Partners”, the Enhanced Schedule Change Reaccommodation Policy listed below applied to Domestic (U.S. 50 and Canada) departures through May 31, 2022. This policy did not include international travel. 

Enhanced Schedule Change Policy for Domestic (U.S. 50 and Canada) Travel for Departures Through May 31, 2022

The new flights must be rebooked using the same origin and destination, and the same date or one (1) calendar day before or one (1) calendar day after the affected date on the original ticket. If the same class of service is not available for reaccommodation, Delta will allow rebooking into the next available class of service in the Main Cabin, and in any class of service in the same cabin, for other cabins. The additional flexibility will provide travel agencies and customers with more flight options when assisting with itineraries that have been affected by a schedule change.

 
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