Electronic Ticketing Frequently Asked Questions
Electronic
Refund/Reissue Products
Return to
top
Purchasing and Issuing E-Tickets
Return to top
Benefits and Rules
Return to top
E-Ticket/Flight Changes
Return to
top
Future Enhancements
Return to
top
Questions appear as bold type and
the answers appear as normal type.
WORLDSPAN
Electronic Refund/Reissue Products
Q. Which
agencies will have the ability to reissue and/or refund electronically?
A. Effective June 29, 2000, all WORLDSPAN subscribers in the U.S. (reporting to ARC) will
be able to reissue and/or refund Delta tickets electronically. Effective June 30, 2000,
all WORLDSPAN subscribers in Canada and Bermuda (reporting through a BSP) will be able to
issue Delta electronic tickets and will also be able to reissue and/or refund Delta
tickets electronically.
Return to top
Q. How does this new functionality work for
WORLDSPAN travel agencies?
A. For electronic exchanges, WORLDSPAN travel agencies have no new entries to
learn--current exchange entries apply. For electronic refunds, the WORLDSPAN travel agent
simply needs to request a refund by displaying the ET record. A new electronic refund tab
stop will be presented in the electronic ticket record (ETR) display.
Return to top
Q. What has changed for the agency community with
this new electronic ticketing enhancement?
A. This new enhancement will
provide travel agents the ability to process Delta tickets for reissues/refunds
in an electronic manner.
Return to top
Q. What kind of tickets can be reissued
and/or refunded using this new functionality?
A. Paper and electronic tickets can be
reissued and/or refunded using this new functionality.
Return to top
Q. Can an agency choose between electronic tickets
(ET) and paper tickets?
A. Agencies will still have the ability
to issue paper tickets if their customer prefers a paper ticket instead of an electronic
ticket.
Return to top
Q. Will agencies still have the
ability to print electronic tickets?
A. Effective October 29,
2003, Delta will no longer allow agency print requests for electronic tickets.
This change brings Delta in compliance with ATA (Air Transport Association of
America ) - Resolution 20.61, and IATA industry standards for electronic ticketing.
In place of converting electronic
ticket (ET) coupons to paper coupons, travel agencies will now electronically
exchange or refund any unused electronic ticket flight coupons. The electronic
reissue and refund capability eliminates the need to print an ET thus allowing
the ticket to remain electronic throughout the entire customer experience. Removal
of the 'print ET' function provides a consistent process for ET customers on
a worldwide basis.
This change does not preclude
a paper ticket from being issued when electronic tickets are not an option or
when, on an original issue, paper is voluntarily requested by a passenger.
Return to
top
Q. If agencies have questions regarding this
new electronic reissue/refund function, who should they contact?
A. Technical support is unchanged. A
WORLDSPAN travel agency will continue to contact the WORLDSPAN Customer Assistance Center
with any questions as they do today.
Return to top
Purchasing
and Issuing E-Tickets
Q. Can a Delta e-ticket be purchased through a
travel agent?
A. Customers may purchase Delta
e-tickets through U.S.-based travel agents who use the WORLDSPAN, Sabre, Apollo, or
Amadeus computer reservations systems (CRS).
Return
to top of section
Q. If my client books his own reservation
through Delta and I claim the PNR, why can't I issue an e-ticket?
A. The process of issuing an e-ticket from a claimed PNR differs for each CRS. You will
need to contact your CRS for an explanation.
Return
to top of section
Benefits
and Rules
Q. What are the benefits of electronic
ticketing to travel agents?
A. Delta's e-ticket reduces a travel agency’s distribution costs such as ticket
delivery expenses, as well as costs related to Satellite Ticket Printers (STPs).
Return
to top of section
Q. It is difficult for a Shuttle
e-ticket customer to access the airport boarding area without a Passenger receipt due
to security procedures, especially if arriving last minute. What should these customers
do?
A. Customers must advise airport security they are holding an e-ticket, provide a photo
ID, and answer security questions. They are then permitted access to the gate area.
Return
to top of section
Q. Delta allows electronically ticketed
customers to check in at curbside locations. In what situations are e-ticket customers
sent inside to the ticket counter?
A. If the e-ticket customer makes a change to his or her reservation prior to check-in
which requires the ticket to be reissued, or if the customer does not have a confirmed
seat assignment, the customer must check in at a ticketing location inside the airport.
Return
to top of section
Q. I’m on the Apollo system. What information
do I need to retrieve an unused e-ticket on Delta? Why can’t I use the "Airline
Confirmation Number" to access the record?
A. Delta’s e-ticket product is in compliance with the approved ATA Industry Standard
20.61, which allows the following search criteria:
(Reminder: ALL data elements in each bullet item below must be sent for an e-ticket or
list of e-tickets to be returned.)
- Ticket Number
- Date of Flight, Origin Airport/City Code, Destination Airport/City Code, Passenger Name,
Flight Number, Date of Flight, Origin Airport/City Code, Destination Airport/City Code,
Passenger Name
- Frequent Flyer Number, Date of Flight
- Passenger Telephone Number, Passenger Name, Date of Flight
- Credit Card Number (used for purchase), Passenger Name, Date of Flight
At this time, Delta does not use the "Airline Confirmation Number".
Return to top of section
Q. Why can’t I print the e-ticket and the
customer still take advantage of e-ticket benefits?
A. If you print an electronic ticket, it becomes a paper ticket and must be processed as a
paper ticket. The e-ticket record is no longer available for use as an electronic ticket.
If an e-ticket has been printed in error and the customer wants the ticket electronic, the
printed e-ticket must be voided and a new e-ticket issued against the same itinerary in
the same PNR.
There is no guarantee the original fare will still be available, or eligible if there
are advance purchase requirements. If a new e-ticket has not been issued, and the customer
does not have the printed flight coupons to present at the point of check-in, Delta has no
recourse but to issue a new ticket at the applicable fare for the time of issuance.
If the e-ticket is printed after travel has commenced, the customer must present the
printed flight coupons to board any remaining flights.
Return to top of page
E-ticket/Flight
Changes
Q. How do I make changes on an existing
e-ticket?
A. When an agency makes changes to an existing PNR, and there is no change in the fare or
origin/destination cities, the agency should provide passengers with a new itinerary card.
Delta will then issue the boarding document for the new flight.
Return to top of section
Q. What if there is a fare change or
origin/destination change?
A. If there is a change in the fare or origin/destination cities, the e-ticket requires an
"issued in exchange for" transaction. (Just as a paper ticket requires an issue
in exchange transaction once ticketed, travel agents making PNR changes which alter the
fare or origin/destination cities of an existing e-ticket will need to print the remaining
coupons and reissue for a new e-ticket.)
Return
to top of section
Q. Are there different
procedures when an e-ticket requires a refund and was driven by WORLDSPAN,
Apollo, Amadeus, or Sabre?
A. Currently, when an agency e-ticket requires a refund, the e-ticket must be
printed and then refunded using the paper refund process. As of June
1, 2001, per industry standards, agencies using WSPN, Apollo, Amadeus, or Sabre
can now do refunds of e-tickets electronically. This will eliminate the need
to print e-ticket coupons.
Note: Travel agencies may only display, print, refund, or reissue
e-tickets that they issued or that one of their branch offices issued.
Return to top of section
Q. What if I need to make an itinerary
change for a customer with an e-ticket and I create a new PNR?
A. When the original PNR is still available, it is best to change the itinerary in the
original PNR because that is where the e-ticket is associated. However, when a new PNR is
created, and if there is no change in the fare or origin/destination cities, provide Delta
with the passenger’s existing e-ticket document number(s) via an OSI message. This
will allow Delta to associate the original e-ticket with the new PNR at the point of
check-in.
Return
to top of section
Q. Once the e-ticket has been issued and an
upgrade has been made by Delta, I lose control of the Passenger Name Record and any
additional changes have to be made by Delta directly. Is there a way to avoid this?
A. Once the e-ticket has been issued, the travel agent is able to access the e-ticket
record even if an upgrade has been made by Delta. If PNR changes are made directly with
Delta, the travel agency does not receive a message regarding the change and this would
cause the agency PNR and the Delta PNR to be out of sync. One way to circumvent this is
for the travel agent to "XK" the segment that was changed by Delta (this avoids
a cancellation message being sent to Delta) and put the new itinerary in the PNR in a
passive manner. The PNR would now be in sync with Delta and the agency could make further
changes which should not be rejected.
Return
to top of section
Q. When I called Delta Reservations to change my
client's itinerary, I thought everything was all set, only to find the customer had
problems with his e-ticket later at the gate. It seems that when the itinerary was
changed, the e-ticket became disassociated with the new change. Can something be done to
correct this?
A. Changing the itinerary in a PNR (with an associated e-ticket) does not disassociate
the e-ticket. However, generating an additional e-ticket from the same PNR will
disassociate the original e-ticket, place the ticket number in the PNR history, and
associate the newly generated e-ticket. Future enhancements will allow multiple e-tickets
for the same PNR/passenger to be associated.
Return to top of page
Future
Enhancements
Q. For agency-issued,
Northwest-validated tickets, Northwest allows WORLDSPAN agencies to reissue paper for
e-ticket or e-ticket for paper. Since Delta is a WORLDSPAN partner, why can’t we do
the same for agency-issued e-tickets validated by Delta?
A. E-ticket product enhancements are prioritized on many factors including airline and CRS
criteria. A future enhancement will provide the ability for agencies to reissue and refund
Delta e-ticket transactions electronically without requiring the agency to first print
e-ticket coupons.
Return
to top of section
Q. Are there different procedures for
e-tickets driven by WORLDSPAN, Apollo, Sabre, or Amadeus?
A. E-tickets driven by WSPN, Apollo, Sabre, or Amadeus were developed per industry
standards, however some procedures may differ. Continued e-ticket development and product
enhancements could be implemented at different times with each CRS depending on the
specific CRS and airline project prioritization.
Return
to top of section
Q. If a Delta Connection market
is not e-ticket eligible and it's a last minute booking, why do you charge for a
Prepaid ticket? This puts Delta in a non-competitive light to the customer.
A. The Prepaid Service Charge covers a portion of the administrative costs required to
process a Prepaid ticket. A future enhancement will provide the ability to interline
e-ticket documents and will enable all Delta Connection carrier markets to be e-ticket
eligible.
Return
to top of section
Q. When a passenger has to
change to other airline service because of irregular operations, they have to stand in
line to get their ticket printed before they can be accommodated on another carrier. Will
there be any enhancements to circumvent this?
A. In the continued development of electronic ticketing, a future project will provide the
ability to interline e-ticket documents. However, during irregular operations, 98% of
Delta customers are typically protected on another Delta flight which can be handled
quickly and electronically.
Return
to top of section
Q. I know Delta wants to promote the
e-ticket since it is so cost efficient. Will there be more training for airport
personnel to improve processes and promote e-ticket?
A. E-ticket training continues to be a high priority at Delta. An enhanced CD ROM training
for airport personnel and an eight-hour workshop session for ticket counter agents was
implemented last fall. Additional training includes four-hour workshop sessions for gate
agents. These workshop sessions include real life scenarios with "hands-on"
training to prepare Delta agents for customers' specific e-ticket issues.
Return
to top of section
Q. The e-ticket process becomes cumbersome
to passengers when they must pick up the ticket and have it reissued in person to qualify
for the restrictions of the new ticket. Will there be a procedure to reissue the new
ticket electronically also?
A. A future enhancement will provide the ability for agencies to reissue and refund
e-ticket transactions electronically without requiring the agency to print e-ticket
coupons.
Return
to top of section
Q. How will e-tickets work for
International flights involving Delta’s codeshare partners? Will e-ticket
travelers be eligible for travel on the codeshare partners beyond the gateway city?
A. In the continued development of electronic ticketing, future enhancements will provide
the ability to interline e-ticket documents.
Return to top of page
|
