DL Travel Exception Policy - Northeast Winter Storm - Bulletin 1

Delta, Air France, KLM and Alitalia News for Travel Professionals

TRAVEL EXCEPTION POLICY ADVISORY         Northeast Winter Storm

BULLETIN # 1                                                      ISSUED:  December 12, 2013

 Applies for tickets issued on or before December 12, 2013

Delta Air Lines is offering travel options for customers who wish to make a voluntary itinerary change because their flights plans may be impacted by forecasted winter weather in the Northeast region of the U.S. 

ATTN WORLDSPAN (1P) USERS – Please note procedures below.

Note: DL/AF/KL/AZ policies may vary between carriers due to local operational circumstances and limitations.

DL/KLM (Air France information is located at the end of this document.)

Reason:                                     Northeast Winter Storm

Dates of Impacted Travel:       December 14, 2013 through December 15, 2013

Applicable to Travel On:          Delta / Delta Connection / DL Coded KLM operated / KLM operated DL coded / KLM coded KLM operated / AF coded DL operated  /DL  coded AF operated

Issued On:                               DL 006 / KL 074 ticket stock

Affected Area(s) To/From/Through the following:

  • Boston, MA (BOS)
  • Hartford, CT (BDL)
  • Manchester, NH (MHT)
  • Newark, NJ (EWR)
  • Newburgh, NY (SWF)
  • New York, NY – Kennedy (JFK)
  • New York, NY – LaGuardia (LGA)
  • Philadelphia, PA (PHL)
  • Providence, RI (PVD)
  • White Plains, NY (HPN)

Policy Information

Delta will waive administrative change fees and travel agents may rebook and reissue tickets provided the below guidelines are met and applied:

  • Travel has not commenced on the affected flight segment and the ticket has not been reissued by Delta
  • The first departure flight is more than 3 hours away
  • Customer has not checked in (If checked in, Delta must reissue the ticket)
  • Only one change is permitted under this policy (Bulletin #) without a change fee (Administrative Service Charge - ASC).
  • Tickets can only be reissued by the agency that originally issued the ticket
  • Bulk/Net Fare tickets must be referred to original issuing agent
  • Some affected itineraries may have been proactively rebooked and reissued. If assistance is needed with additional changes, please contact Delta.
  • Changes outside of these guidelines are subject to the reissue rules of the ticketed fare. This includes any applicable additional collection or administrative fees.

Applicable Dates

New travel must originate on or before:                            December 18, 2013             

New travel must be rebooked no later than:                      December 18, 2013

Ticket must be reissued on or before:                               December 18, 2013

Change to Origin / Destination

  • Changes to Origin / Destination are permitted and subject to additional collection for the new itinerary.  To reissue, apply the value of the unused flight coupon (s) and exchange to issue another ticket with the new origin/destination at current applicable fares. Collect any applicable fare difference at the time of reissue.
  • Change fee may be waived provided ticket is reissued within policy guidelines, PNR is documented with OSI and the applicable change fee waiver code is applied as noted in the waiver section below.

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.
  • Change fee may be waived provided ticket is reissued within policy guidelines. In addition, PNR must be documented with OSI and the applicable waiver code used and documented on ticket as noted below.

Applicable Booking Class

Rebook permitted as indicated below:

  • If new travel originates December 13, 2013 through December 18, 2013, book in same class if available. If same class is not available, ok to rebook in the next available class of service up to and including Y class if necessary. (cabin to cabin)
  • Fare differences and change fee will be waived provided the ticket is reissued within policy guidelines. In addition, PNR must be documented with OSI and the applicable waiver code used and documented on ticket as noted below.
  • Change fee may be waived provided ticket is reissued within policy guidelines. In addition, PNR must be documented with OSI and the applicable waiver code used and documented on ticket as noted below.

If customers are unable to rebook or reissue their ticket within the given timeline, they can cancel their reservation and use the value of the ticket toward the purchase of a new ticket for a period of one year from the date of original issuance.

  • Change fee may be waived if customers reissue tickets on or before December 18, 2013, provided ticket is reissued within policy guidelines. In addition, PNR must be documented with OSI and the applicable waiver code used and documented on ticket as noted below.
  • Please note for tickets reissued after December 18, 2013, change fees will apply.

Future Travel Rebooking Options

  • Customers who reschedule their reservation for travel after December 18, 2013, and are able to reissue no later than December 18, 2013, may be subject to any applicable additional fare for their new itinerary, however, the change fee will be waived. In addition, PNR must be documented with OSI and the applicable waiver code used and documented on ticket as noted below.
  • Please note for tickets reissued after December 18, 2013, change fees will apply.

Required Documentation for Reissue

 (IMPORTANT - WORLDSPAN 1P USERS  See note.)

1. PNR must be documented with a valid OSI message:

  • 3OSI DL CHANGES PER NE WINTER STORM 12DEC13

2. The reissued ticket must include the proper waiver code based on rebooked itinerary.

  • Event waiver codes 
    • Use Waiver code 12121N for rebooking cabin to cabin
    • Use Waiver code 12121C to waive change fee only, provided:
      • New itinerary is rebooked/ ticketed within all parameters of this policy
      • New itinerary is priced at current applicable fares and rules

Waiver code placement/GDS ticket information (WorldSpan (1P) Users – see note)

If no ticket designator is applicable, waiver code to be placed in ticket designator field

If a ticket designator applies, place waiver code in tour code box

If tour code box is not available, place waiver code in the endorsement field

NOTE: 1P USERS – WORLDSPAN  - If applying Rapid Reprice, please use the following procedure: 

PNR and WAIVER CODE INFORMATION

  • Add OSI only:
    • 3OSI DL CHANGES PER NE WINTER STORM 12DEC13
  • Do not add the waiver code
  • Waiver code will automatically be added to endorsement info.     

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.

Refunds

If a customer’s flight is cancelled 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 Documentation for Refunds

PNR must be documented with the following OSI message:

  • 3OSI DL REFUNDS PER NE WINTER STORM 12DEC13

Travel agents may also utilize the Travel Agent Weather Event Online Refund form to submit a refund request in the following cases:

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

Additional Information

Delta will continue to monitor this event waiver and adjust this policy if needed. Changes will be posted on Delta's travel agency site and delta.com. Please check this source frequently for the most up to date information.

  • Delta’s travel agency site: Go to Exception Policies, and click on the View all exceptions link.
  • Visit delta.com and select Flight Status.
  • Contact your Sales Support Centers or Delta Reservations 800-221-1212 (Domestic) or 800-241-4141 (International)

Delta encourages all customers to check flight and gate status prior to leaving for the airport. For complete travel information, visit www.delta.com.

Air France and KLM Rebooking Policy –Winter Storm in  Northeastern USA – December 12, 2013 (Updated 12/13/2013)

Air France

Due to winter storm conditions forecasted for the northeastern United States, Air France has issued specific commercial instructions to allow voluntary rebooking options for customers who wish to change their journey. Customers ticketed to travel on the dates impacted may rebook their flights without penalty, regardless of the fare purchased.

Travel date impacted: December 14-15, 2013
Destinations impacted: all flights to/from: Boston (BOS), Hartford (BDL), Manchester (MHT), Newark (EWR), Newburgh (SWF), New York, Kennedy (JFK), New York, La Guardia (LGA), Philadelphia (PHL), Providence, (PVD), White Plains, (HPN).
Rebook / Reissue / Refund on/before: December 18, 2013

Rebooking:

Rebooking in the same cabin is permitted on AF/KL/DL only. Book the lowest booking class available in the same cabin as originally ticketed.

One outbound and one inbound change are permitted to maintain the original duration of stay.

For customers who wish to change their point of origin/destination, use the full value of the unused flight coupons towards the purchase of a new ticket to/from any AF/KL/DL origin/destination, waiving any penalties and collecting any fare difference or refunding any residual amount in the form of a non-refundable EMD/VMCO/VMPD.

Refunds:

Refund according to fare rules. If the ticket is non-refundable, issue a non-refundable EMD/VMCO/VMPD for the full value of the unused flight coupons, valid for one year for future travel on AF/KL. Ticketing fees are not refundable.

If the original flight is cancelled or delayed by more than 5 hours, full refund of unused flight coupons is permitted. Ticketing fees are non-refundable.

Tickets must be rebooked/reissued/refunded by December 18, 2013.

Travel agents may visit afkl.biz for complete details and any applicable rebooking instructions whenever flight irregularities occur.

To find current flight changes and rebooking instructions on at www.afkl.biz please follow these steps:

  • From the top of the Home Page:
    • Select the drop-down menu “NEWS & PROMOTIONS – AF-Schedule Changes – Daily Report/Flash” which will indicate current flight changes.
    • Select “Instructions” from the menu in the left margin for specific procedures on rebooking affected passengers.

For additional assistance in rebooking, travel agents may call Air France’s dedicated travel agency number at 1-800-446-9708 (1 800 363 5505 in Canada).

Air France encourages all customers to check flight and gate status prior to leaving for the airport. For complete travel information, visit www.airfrance.com.

KLM

KLM Customers may visit www.klm.com or click “Flight Disruptions”  to view the most current details. 

 
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