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Schedule Change & IROP Travel Agency Refund Responsibility   

Schedule Change & IROP Travel Agency Refund Responsibility*

Schedule Change (Outside the Operational Window)

Message of schedule change to agency (via GDS)

 

Delta transmits cancel/add to GDS

Identification of refund eligible

 

Agency identifies refund eligibility via Delta Policy

Outbound customer notification of schedule change & refund eligibility

 

Agency notifies customer of refund eligibility

 

Customer desired option

 

Rebook

Agency rebooks following Delta Policy

Refund

Agency refunds only (can not hold onto ticket)

Customer does not request a rebook/refund and ‘No-Shows’

Customer No Show’s

Delta refunds 72 hours after time of departure**

IROP (Inside the Operational Window)

Outbound customer notification of IROP change

 

Delta notifies customer

Customer requests a refund

Via a Delta channel

Delta refunds

Via the 3rd party channel

Agency refunds

Flight cancelled with no reaccommodation

 

Delta refunds 72 hours post cancellation**

Customer does not request a rebook/refund and ‘No-Shows’

 

Delta refunds 72 hours after time of departure**

* Effective on 10/25/2024

** Tickets to be manually refunded by Agency

  • Bulk/Net Tickets
  • OA operated only on DL stock
 
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