Irregular Operations Policy

Overview | Amenities Policy | Domestic Travel | International Travel | Charter Flights | Cruise Passengers | Military Passengers | Reduced Rate Travel

Overview

An irregular operation (IROP or IRO) exists anytime a flight fails for any reason to operate on schedule, is canceled, or has a change of equipment which cannot accommodate all confirmed passengers who present themselves for check-in.

To compensate for passenger inconvenience, as a result of Delta irregular operations, Delta will attempt to reroute, reticket, and under certain circumstances pay for hotel, ground transportation, communications, and meals.

Amenities Policy

Passengers delayed due to irregular operations may be eligible for complimentary service or accommodation in accordance with company policy or the applicable tariffs below:

  • International* Rule 95
  • International - military Rule 25
  • Canadian Rule 240
  • Domestic Rule 240
  • Puerto Rico Rule 240

*Includes Transatlantic, Transpacific, Bahamas, Bermuda, and Mexico.

No Amenities

In circumstances beyond Delta's control amenties will not be provided:

  • Irregular operations (IRO or IROP) due to weather (WX) if such IROP occurs at the origin, destination, or stopover point
  • Passengers whose weather delay results in a misconnection to another airline (OAL)
  • Passengers whose delay results from a misconnection from an OAL
  • When IROP is due to weather and the decision is to cancel the flight short of its destination, overfly, or divert to a third city

Ticket Changes

Changes on tickets may be made by Delta without penalty or administrative service charges for travel through a limited time.

  • Contact Delta's Sales Support Center or your local Delta Reservations office for exception guidelines related to the IROP.
  • If the IROP is related to weather delays or cancellations please visit delta.com for advisory updates and exception guidelines. For agency ticketing guidelines related to weather delays visit weather/event reissues

Free Tickets

Passengers on free tickets, not trip passes, with confirmed reservations are handled the same as full fare passengers.

Interline Passengers

Expenses for interline passengers missing connections on Delta are to be borne by delivering carrier at their option.

Local Emergency

In case of a local emergency, flood, blizzard, etc. Delta Air Lines directors/station managers or their designees are authorized to provide such amenities as may be necessary to ensure passengers affected by such are not exposed to extreme hardship.

To/From Delta Connection Carriers

For the purpose of amenities application, connection to/from Delta Connection Carriers are interline, not online.

Domestic Travel

General Irregular Operations Policy - Overflown/Deplaned short of destination/Diversion

If the flight is delayed in excess of four hours, the following amenities will apply.

First Class

  • Hotel accommodations apply when delay occurs between 10:00 p.m. and 6:00 a.m. and exceeds four hours
  • Ground transportation
  • Meals
  • Assist with communication when delay is in excess of two hours

Coach Class

  • Hotel accommodations apply when delay occurs between 10:00 p.m. and 6:00 a.m. and exceeds four hours
  • Ground transportation
  • Assist with communication when delay is in excess of two hours

Note: Misconnection (other airline to Delta) no amenities will apply.

Flight Irregularity Caused By Weather

If weather occurs at intermediate point of through flight, for through passengers only, full or partial amenities may apply if the delay occurs between 10:00 p.m. and 6:00 a.m. and exceed four hours.

First Class

  • Hotel accommodations
  • Ground Transportation
  • Meals
  • Assist with communication when delay is in excess of two hours

Coach Class

  • Hotel accommodations
  • Ground Transportation
  • Assist with communication when delay is in excess of two hours

Hotel

If delay is expected to exceed four hours between 10:00 p.m. - 6:00 a.m. local time, Delta  will provide one night's lodging; subject to maximum allowance for location.

Exception: 
Does not apply if diversion and destination city is within one of the co-terminal groupings below:

  • BWI/DCA/IAD
  • EWR/JFK/LGA
  • BUR/LGB/LAX/ONT/SNA
  • OAK/SFO/SJC
  • FLL/MIA

Ground Transportation

Delta will provide free ground transportation is provided from FTO to downtown or to/from local hotel.

Meals

Appropriate meal expenses are provided not to exceed 24 hours from delay or until passenger resumes travel, whichever occurs first.

Maximum Meal Allowances

Maximum authorized meal allowances for all domestic cities is  $7.00 for any meal.

Island Stations

Delta's Island Stations include HNL, 0GG, SJU, BDA, and NAS.

For the purposes of amenities, Island Station guidelines follow those set forth for Domestic Travel (above).

Exception - Island Station managers are authorized to provide overnight accommodations to ALL confirmed passengers if the flight is delayed overnight or is cancelled, provided Delta cannot protect the passengers on another carrier.

Note: This amenity does not apply to passengers who consider the island to be their main domicile.

Quick Reference

Weather 

Within Delta's Control - NO 

Meals - NO 

Hotel - NO 

Voucher - NO 

Air Traffic 

Within Delta's Control - NO 

Meals - NO 

Hotel - NO 

Voucher - NO 

Field Conditions 

Within Delta's Control - NO 

Meals - No 

Hotel - NO 

Voucher - NO 

Government Action 

Within Delta's Control - NO 

Meals - NO 

Hotel - NO 

Voucher - NO 

Security 

Within Delta's Control - NO 

Meals - NO 

Hotel - NO 

Voucher - NO 

Equipment 

Within Delta's Control - YES 

Meals - YES 

Hotel - YES* 

Voucher - YES* 

Mechanical 

Within Delta's Control - YES 

Meals - YES 

Hotel - YES* 

Voucher - YES* 

Crew 

Within Delta's Control - YES 

Meals - YES 

Hotel - YES* 

Voucher - YES* 

Denied Boarding 

Within Delta's Control - YES 

Meals - YES 

Hotel - YES* 

Voucher - YES* 

*These amenities will not apply if irregular operation occurs at passenger's point of origin.

Note: If a weather cancellation occurs on a multi-stop flight, all points downline from the point of cancellation will be considered as an equipment cancellation.

International Travel

International travel includes transatlantic, transpacific, Bermuda, the Bahamas, and Mexico.

Application

Full amenities apply to:

  • All classes of international confirmed passengers whose travel is involuntarily interrupted in excess of 4 hours due to cancelled or delay.
  • Passengers paying standby fares 'cleared for boarding' on flight on which IRO occurs.
  • Domestic segments of international itineraries provided fares for segments are governed by Delta's International Tariff.

Hotel

Delta will provide one night's lodging; subject to maximum allowance for location.

Exception:

Does not apply to passengers whose trip is interrupted in the city which is their permanent domicile, or if diverted to a co-terminal of the scheduled destination. Co-terminal cities listed below:

  • BWI/DCA/IAD
  • EWR/JFK/LGA
  • BUR/LGB/LAX/ONT/SNA
  • ORD/MDW
  • OAK/SFO/SJC
  • FLL/MIA

When such a diversion occurs, Delta will provide ground transportation to destination city.

Ground Transportation

Free ground transportation is provided from FTO to downtown or to/from local hotel.

Meals Application

Complimentary meals at appropriate hours are provided not to exceed 24 hours from delay or until passenger resumes travel, whichever occurs first.

Communications

Passenger will be provided up to two phone cards, faxes, or telegram. Amenities will vary depending upon the country's method of communication.  

Charter Flights

Passengers booked on Charter flights will receive the same amenities, resulting from an irregular operation, as passengers who are booked and traveling on domestic flights.

Cruise Passengers

 Air to Sea Minimum Connection Times

  • Port cities require a 3 hour connection time.
  • If flight service has been disrupted, a 2 hour minimum time is required.

Delays Precluding Connection with Ship

Cruise lines will not refund fares in the event of a Delta irregular operation or delay, precluding the passengers connection with ship at the port city. They will usually give credit for a cruise at a later date.

En-route Delays

Delta will reroute passengers to the first port of call in the event of an en-route delay (precluding connection with ship at port city.) Passengers will be eligible for normal inconvenienced passenger expenses incurred while en route to the first port of call. 

Military Passengers

Delta amenities for military passengers traveling on a GTR are the same as for revenue passengers.

Non-official Travel

Delta authorizes the same amenities for passengers traveling on military leave reservations fares as for revenue passengers.

Official Travel

Military passengers traveling on GTR (Government Travel Request) are authorized the same amenities as regular passengers. In addition, the following may apply in specific instances.

Alternate Transportation

When military passengers traveling by GTR are subject to a delay of six hours or more, Delta will provide the type of transportation that will guarantee the earliest arrival at their final destination. This may be another Delta flight, another carriers flight, surface transportation, or any combination of air and surface transportation. When rail transportation is provided for military passengers between the hours of 12midnight and 6am, Delta will provide sleeping car accommodations.

Advising the Military

Delta will notify the final destination station of estimated or actual time of arrival immediately when a group or charter movement (recruits) is rerouted or delayed because of irregular operations.

Reduced Rate Travel

Amenities for travel agents traveling on Agency Discount (AD) reduced-rate tickets are as follows:

Agency employees traveling with reduced rate fares are entitled to irregular operations amenities and applicable denied boarding compensation.

Agency employees with AD tickets, originally issued by Delta, may be voluntarily rerouted provided prior written (or PLT) approval has been received from the Delta marketing manager in the city where the ticket was originally issued.

 
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