Refund, Exchange and Void Guidelines

Follow the below guidelines for refunding, exchanging or voiding Delta-plated tickets issued by your agency.

Refund | Exchange | Void

Refunding Delta-plated Agency Tickets

Refunding a Delta-plated ticket: 

  • Travel Agencies may only refund Delta tickets previously issued by the same agency.
  • Refunds can only be issued to the person authorized to receive the refund.
  • All refunds must be issued in the same form of payment used to purchase the ticket.
  • The travel agency must ensure that a refund is allowed based on fare requirements.
  • For ARC agencies, refunds must be process on REA's following the procedures listed in the ARC Handbook.
  • For BSP agencies, a refund application can be requested through BSPLink.

Unused tickets

  • Domestic and International - refundable tickets may be refunded by the travel agency who originally issued the ticket for up to one (1) year from the original date of issue.

Note: If a passenger is holding an expired ticket where the expiration date is now past date, it is truly expired. An expired ticket has no value left on the ticket.

Non-Refundable Tickets

  • Non-refundable tickets have no refund value, but can be reissued towards new travel for an applicable ASC fee.

Note: Travel agencies cannot issue a refund for a Delta non-refundable ticket, even if the passenger has a physician's letter stating they cannot travel due to their own illness or the illness of a family member. A refund application should be completed and forwarded to Delta with supporting documents.

Refundable Tickets

  • Process on REA following the procedures listed in the ARC Handbook.
  • BSP travel agents can request a refund application through BSPLink. Travel agents can contact IATA at 514 874 0202 with questions about BSPLink.

Refunds Due to Irregular Operations (IROPs)

Travel agents worldwide may process a refund on any wholly unused ticket where a flight was cancelled due to an Irregular Operation event (IROP). Partially used or flown tickets will need to be refunded by following standard refund procedures listed above.

Required OSI Documentation

Enter the cancelled flight number and the date that the flight cancelled in an OSI and process the refund via the GDS.

Please note: The OSI must be entered EXACTLY as listed below:

OSI DL refund due to IROP FLT XXX DDMMYYYY

FLT XXX is the cancelled flight number

DDMMYYYY is the day/month/year that the flight cancelled

Refund Contact Information

Travel agencies may call 800-847-0578 to check the status of a refund.

Addresses and Fax Number

Delta Air Lines
Passenger Refunds
P.O. Box 20537
Atlanta, Georgia 30320

Overnight courier service address:

Delta Air Lines
Passenger Refunds
700 S. Central Avenue
Hapeville, Georgia 30354

FAX Number
404-715-9256

Ticket Exchanges

Travel agents located in the United States, Canada, Bermuda, Puerto Rico, U.S. Virgin Islands may issue an MCO for residual value when reissuing a nonrefundable domestic or international ticket.

  • The MCO must be issued as Nonrefundable/Valid Delta Only.

  • Agencies may issue an MCO for the residual amount less the ASC. If the residual amount does not cover the entire ASC, an additional collection for the remainder of the ASC must be done.

  • Any remaining value must be issued in the form of a nonrefundable MCO, Valid DL Only. Previously these transactions could only be done by a Delta CTO or FTO.

  • Agencies are not permitted to transfer/reissue MCOs into the name of another traveler. The passenger named on the MCO must present the document to Delta in order to transfer to another passenger.

  • MCOs are not replaceable if lost or stolen.

  • Travel agencies who originally issued a refundable ticket can reissue a new ticket and process the refund if the new ticket is of less value.

Void Tickets

On July 23, 2007, ARC implemented a One Business Day Ticket Voiding initiative for their accredited travel agents, The industry wide initiative will reduce the void timeframe for transactions received from GDS's and reduce the voiding window from two full business days, following the date of issue, to one full business day, following the date of issue.

In addition, the void window for manually entered transactions will be reduced from one full business day following the date of issue to midnight on the date of issue.

For more details please read the Amendment to the IAR Void and Modification Windows communication bulletin. This bulletin has was posted on the Travel Agency communication bulletin on July 22, 2007.

Note: The expedited reporting window will not be reduced in conjunction with the reduction of the void window. Therefore the ASP processing and output schedule will remain unchanged.

If you have any questions, you may contact ARC at (703) 816-8003 option 5. For specific instructions regarding voiding, contact your GDS.

Void Exchanges

For ARC-accredited agencies, Delta allows a travel agency to void an exchange transaction through their IAR by 11:59 PM on the same day it was issued.

For BSP agencies, exchanges cannot be voided through BSPLink. Travel agents can contact Delta’s Sales Support Center or Delta Reservations for additional information about voiding exchanges. For questions about BSPLink, travel agents can contact IATA at 514 874 0202.

Void Refunds

For ARC-accredited agencies, Delta allows a travel agency to void (cancel) a refund transaction through their IAR by 11:59 PM on the same day it was issued.

For BSP agencies, refunds cannot be voided through BSPLink. Travel agents can contact Delta’s Sales Support Center or Delta Reservations for additional information about voiding a refund. For questions about BSPLink, travel agents can contact IATA at 514 874 0202.

 
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