Updated: June 25, 2009

Travel Agents are permitted to complete certain ticket reissue transactions for their customers. No longer is it necessary to contact Delta's Global Service Center or Reservation Sales regarding the routine reissue of tickets. The below ticket related issues have been provided to assist you in determining the types of tickets you can reissue on behalf of your customers.

Re-Booking Assistance from Delta Air Lines
Updated: June 26, 2009

As previously announced, Delta has made certain adjustments to its international schedule to align capacity with market demand. For customers whose travel is affected by the schedule adjustments, Delta will proactively rebook customers on alternate flights and notify travel agents of the suggested rebooking alternative. While Delta is in the process of rebooking affected customers, we recognize that travel agents may also wish to support our mutual customers who have existing reservations that have not yet been modified by Delta.

To assist with this process, Delta has published rebooking guidelines and options. Thank you for your continued support of Delta Air Lines. We appreciate your business.

Re-Booking Assistance for International Service Adjustments
Posted: June 26, 2009

To assist with adjustments to certain international services, Delta is providing the following guidelines and rebooking options available through Delta's partners Northwest Airlines, KLM Royal Dutch Airlines and Air France. This information is also available on WorldAgent Direct at www.worldagentdirect.com.

Affected Markets: See the below chart outlining affected markets and suggested protection routings.

• This agreement applies to tickets validated on DL006/NW012 ticket stock originally issued on/before June 20, 2009.

Dates of Travel Impacted: Varies. Please refer to the chart, which serves as a guide.

*Note: Please contact the Global Service Center or DL/NW Reservations when protecting on BA, SA, IB, or UX

Ticketing Details

• Tickets accepted by NW/KLM/AF:
  • Published Fares
  • Unpublished Fares
  • No Fare Shown (Example: Bulk type tickets)
• Tickets not accepted by NW/KLM/AF:
  • Industry Agent Discount (AD) Tickets
  • Corporate Free & Barter Tickets
  • Sales Premium Relationship Tickets
• Reissues: Tickets must be reissued. This ensures the passenger is check-in ready, which creates a smoother traveling experience for the customer.

Reaccommodation Information

• Ticketed Passengers
  • For rebooking under this policy, the Administrative Service Charge (ASC) for making changes will be waived
  • If unable to find alternative flight arrangements that are agreeable to the customer, refunds are permitted per the passenger’s request
• Unticketed Passengers
  • Must be rebooked on alternate services at the applicable fare

Rebooking Options

Delta Air Lines (DL), KLM-Royal Dutch Airlines (KLM), and Air France (AF) will make every effort to protect passengers originally scheduled to travel on Delta who have been affected by the reduction of Delta (DL) service.

• Please rebook on flights operated by DL/NW/KLM/AF using the original marketing carrier code.
• If original ticket includes travel on other carriers, please maintain those original flights.
• All travel to/from North America must be on DL/NW/KL/AF-operated flights.

Reservations

Booking Classes

• For New DL Flight
  • Book in the original class of service as ticketed
  • If space is not available, contact the Global Service Center
• For New NW/KL/AF Flights
  • Book using the below booking class chart
  • If space is not available, please contact the Global Service Center or NW/KLM Reservations

The below chart contains a list of DL “original” booked classes and required classes for rebooking NW/KLM/AF.

If the appropriate class of service is not available on the original travel date, passengers booked and ticketed on the affected DL flights may be offered the following options:

• Travel on a NW/KLM/AF flight in the market on the first date for which seats are available in the appropriate inventory - OR-
• Pay to upgrade to the applicable fare for the class/fare type available without penalty or administrative service charge

Note:

• Speculative bookings for passenger protection are not permitted

Documentation

Once changes have been made to the reservation and prior to reissue, add the following documentation:

Ticket Endorsement: INVOL SKD CHG

OSI documentation to the PNR:

• Change per KLM/DL protection agreement - OR
• Change per NW/DL protection agreement - OR
• Change per AF/DL protection agreement
• Example: 3OSI DL **Changes per KLM/DL Protection Agreement

Refunds

If the customer does not accept the alternate travel plans or there are no alternative services, you may process a refund. When requesting a refund, please add the required OSI remark below:

3OSI DL REFUNDED PER UNACCEPTABLE SCHEDULE CHANGE/ DATE

• Note: Requesting refund on ticket stock other than 006 please contact the issuing carrier

For further assistance with re-protection guidelines, or to obtain additional reaccommodation information, travel agents may contact the Global Service Center and our mutual customers may contact Delta International Reservations at 1-800-241-4141 or Northwest/KLM Reservations 1-800-225-2525.

Thank you for your continued support of Delta Air Lines. We appreciate your business.

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Delta Air Lines Postpones Service to/from Nairobi and to/from Monrovia
Posted: June 25, 2009

Delta must postpone non-stop service to/from Nairobi (NBO), Kenya and Monrovia (RBO), Liberia. As a valued partner of Delta/KLM/AF and to assist you with protecting and rebooking our mutual customers, inconvenienced by the discontinued service, we are providing you with protection agreement guidelines agreed upon between Delta Air Lines (DL) and Kenya Airways (KQ), Delta Air Lines (DL) and KLM-Royal Dutch Airlines (KL) for NBO service; for ROB, the protection agreement is between and Delta Air Lines (DL) and Brussels Airlines (SN).

Discontinued service is to/from: ATL-NBO and JFK-ROB

Dates of travel Impacted: June 2, 2009 through April 30, 2010

Nairobi (NBO) - This Agreement applies to tickets validated on DL 006/012 ticket stock originally issued on/before June 2, 2009 for travel on/after June 2, 2009 and on/before April 30, 2010.

Monrovia (ROB) - This Agreement applies to tickets validated on DL 006/012 ticket stock originally issued on/before June 8, 2009 for travel on/after June 8, 2009 and on/before April 30, 2010.

Ticketing Details

Tickets accepted by KQ/SN/KL:

• Published Fares
• Unpublished Fares
• No Fare Shown (Example: Bulk tickets)

Tickets not accepted by KQ/SN/KL:

• Industry Agent Discount (AD) Tickets
• Corporate Free & Barter Tickets
• Sales Premium Relationship Tickets

Reissues: Tickets must be reissued as KQ/SN/KL does not have the ability to accept the original DL ticket. This ensures the passenger is check-in ready and also ensures a smooth travel experience for the customer.

Reaccomodation Information

Ticketed Passengers

• For rebooking under this policy, the Administrative Service Charge (ASC) for making changes will be waived
• If unable to find alternative flight arrangements, acceptable to passenger, refunds are permitted per the passenger’s request

Unticketed Passengers

• Must be rebooked on alternate services at the applicable fare

Rebooking Options

Delta Air Lines (DL), KLM-Royal Dutch Airlines (KL), Kenya Airways (KQ), and Brussels Airlines (SN) will make every effort to protect passengers originally scheduled to travel on Delta who have been affected by the discontinuance of DL service to/from NBO and DL service to/from ROB.

Reservations

See the below guidelines and chart to assist with rebooking. The chart contains a list of DL “original” booked classes and comparable KQ, SN, KL “rebooked” booking classes.

Protection to/from NBO on Kenya Airways (KQ) and KLM-Royal Dutch Airlines (KL) or to/from ROB on Brussels Airlines (SN):

• If the appropriate class of service is not available on KQ/SN/KL on the original travel date, passengers booked and ticketed on the affected DL flights may be offered the following options:
  • Travel on a KQ/SN/KL flight in the market on the first date for which seats are available in the appropriate inventory - OR-
  • Pay to upgrade to the applicable fare for the class/fare type available without penalty or administrative service charge

  to/from Nairobi (NBO)				to/from Monrovia (ROB)
  Original DL Class	Rebooked KQ Class	Rebooked KL Class		Original DL Class	Rebooked SN Class
  Business Class	Business Class	Business Class		Business Class	Business Class
  J/C	C	C		J/C	D
  D	I	I		D	D
  S/I	I	Z		S/I	Z
  X/Z/O (FFP)	D	D		X/Z/O	I
  Economy Class	Economy Class	Economy Class		Economy Class	Economy Class
  Y	M	B		Y	M
  B	M	M		B	M
  M	M	K		M	M
  H	K	H		H	K
  Q	H	L		Q	K
  K	L	Q		K	K
  L	Q	T		L	B
  U	T	V		U	B
  T	V	V		T	B
  N (FFP)	W	W		N	V
  Other	N/A	N/A		Other	V

Note:

• KQ sectors between LON, AMS, CDG, DKR, LOS, and ACC may be used
• KL service only to/from NBO
• No AF service in NBO or RBO
• Speculative bookings for passenger protection are not permitted

Documentation

Once changes have been made to the reservation and prior to reissue, add the following documentation:

Ticket Endorsement: INVOL SKD CHG

OSI Documentation to the PNR:

• Change per KL/DL protection agreement - OR
• Change per SN/DL protection agreement - OR
• Change per KQ/DL protection agreement

Example: 3OSI DL **Changes per SN/DL Protection Agreement

Refunds: If the passenger does not accept the alternate travel plans or there are no alternative services you may process a refund. When requesting a refund, add the below OSI remark:

3 OSI DL REFUNDED PER UNACCEPTABLE SCHEDULE CHANGE/ DATE

For further assistance with re-protection guidelines, or to obtain additional reaccommodation information, travel agents may contact the Global Service Center and our mutual customers may contact Delta International Reservations at 1-800-241-4141.

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Delta Messenger and Ticket Re-Validation for Agency Records
Posted: February 27, 2009

Delta is pleased to announce that we have expanded the Delta Messenger Flight Notification system to work in concert with ticketed travel agency-created PNRs. For travel agency partners, Delta has now paired the Delta Messenger automation with ticket re-validation for schedule changes. This means that when passenger contact information is provided, for most Delta schedule changes, Delta will advise the customer of the updated travel schedule and will re-validate the Delta PNR so that the customer is check-in ready.

Overview

Delta Messenger will repair most schedule changes as outlined below:

• DL will send an email to the passenger with the updated flight information Using the email contact in the PNR or in the SkyMiles member’s profile
• PNR email address must be in the specified format to be read by DL
• DL will update the DL PNR with current flight information
• DL will re-val the ticket, preserving agency control of the ticket
• Passenger will be kiosk and online check-in ready
• Agency can make additional changes to the ticket via GDS or delta.com
• DL will add an OSI in these records indicating that DL has sent an email to the passenger and updated the PNR and ticket record

Note: An estimated 20% of schedule changes cannot be updated using this technology; therefore, you will need to continue to contact the passenger and work the schedule changes. This includes reissuing the ticket, as is currently the process today.

Below are examples of when the you will need to continue to contact the passenger and work schedule changes. Reservations with the following changes must be reissued by the original issuing agency in order for the passenger to be able to check in automatically via the KIOSK or online:

• The change has caused a misconnection, which requires re accommodation of the passenger onto other flights, dates or times
• The itinerary changed from a non-stop to connecting flights
• Tickets plated on another carrier and tickets containing OAL space

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Required PNR Email Format

Customer contact information must be provided in the PNR by the agency using AIRIMP standard* in order for DL to advise the passenger of the updated itinerary.

3OSI DL CTCE/chris.traveler//yahoo.com

.. replaces an underscore
// replaces @
CTCE/ identifies the OSI as an email address

NOTE: Must be entered in exact format as above in order for DL to read the text. Below are examples of acceptable formats:

OSI DL CTCE/CHRIS.TRAVELER//DELTA.COM
OSI DL CTCE CHRIS.TRAVELER//DELTA.COM
OSI DL CTC/CHRIS.TRAVELER//DELTA.COM
OSI DL CTC CHRIS.TRAVELER//DELTA.COM

NOTE: Multiple contacts can be provided in separate OSIs, using the same format as above.

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Action Items & Need to Know for Travel Agents

• Delta Messenger and Re-validation is now available
• Advice of Schedule Change (ASC) messages will continue to be sent via GDSs
• Agency PNRs should continue to be reconciled with the ACS messages
• Agency PNRs should be "cleaned" - old segments and changed segments cancelled. (Please contact your GDS as needed to determine the proper status codes)
• Include passenger's preferred email contact information in the PNR using the above required PNR email format
• Re-accommodate passengers where schedule changes require manual intervention (when Delta Messenger and Re-val is not valid)

All passenger contact information is PNR specific; it will not be captured in a database or reused; therefore, passenger contact information must be input in every PNR unless the passenger's contact information is available in the SkyMiles profile

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Email Example Sent to Customers from Delta

Dear Layton Rosencrance,

Our schedule has changed, and it impacts your upcoming trip. We are making this notification on behalf of your agency. Please review the information for your new flight numbers, departure and arrival times, and seat assignments (we have bolded the changes). If you have any questions, please contact your travel agent.

Updated Itinerary - Delta confirmation # 3EG5HU

Tuesday, February 20

We apologize for this change in your travel plans.

Do you want to change your seat, or find out what movies will be shown on board? It's just a click away, and don't worry about reconfirming your flights - you're all set.

Did you know you can sign up for notifications? It's easy, just visit delta.com and look for Delta Messenger. We'll keep you updated about flight changes, and the day before your trip we'll email your itinerary. Now you can stay in touch while on the go.

Thank you for choosing Delta.

How To - Subscribe / Unsubscribe:
We sent this e-mail because your e-mail preferences indicate you would like to receive Customer Service and Operational Updates from Delta. To modify your e-mail options, or unsubscribe from this service, please visit http://www.delta.com/emailprograms and enter your SkyMiles account number and PIN.
This e-mail message and its contents are copyrighted and are proprietary products of Delta Air Lines, Inc. Any unauthorized use, reproduction, or transfer of this message or its contents, in any medium, is strictly prohibited.
This is a post only e-mail - please do not respond to this message.

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Notification of Schedule Change

• If a SkyMiles number is present in the PNR and the customer has contact information registered with DL, Delta Messenger will use this information first before the email address info in the PNR
• All PNR’s with ‘G’ or ‘C’ header name fields are excluded from notifications; these type records will be added at a later date
• Select SSR’s (ex. UNMR - Unaccompanied Minors) are excluded from the Delta Messenger automation and must be worked by the agency using current processes
• Delta Messenger is applicable for any ticketed PNR with a DL segment
• Because this is technology that was in development before the merger of DL and NW, Delta Messenger is currently only valid for DL. We are working toward a joint approach in the near future

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Schedule Change Guidelines

Delta Messenger will send an email and update the DL PNR and ticket for a schedule change if:

• First flight departs within 0-60 days and the trip is valid (or can be rebooked)
• If a schedule change has adjusted a flight more than 15 minutes later or more than 10 minutes earlier (see below)
• If a flight is arriving more than 45 minutes later than previously scheduled
• If the aircraft type has changed - for example a change from a 757 to an E175

Delta Messenger will NOT send an email about a schedule change and will not update the DL PNR and ticket if:

• There is not a rebooked option for the customer (ex. UN segment - unable to confirm segment)
• If minimum connect times are not met with the alterative routing
• The new flight option is more than 48 hours later than the previous flight
• There is no email contact information available (the system will search for a valid email address via two sources – the PNR or the member’s SkyMiles number )*
• The schedule change is a “minor” time change (i.e. less than the times listed above)

In the above will NOT statements, the agency will need to continue to contact the passenger and work these schedule changes, which includes re-issuing the ticket, as is the current process.

*NOTE: Delta will still update the DL PNR and re-validate the ticket provided there is alternate protection available, even if the PNR does not have email contact information.

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Reissues - General Rules

• Travel has not commenced.
• The first departure flight is more than 3 hours away.
• Travel agents can reissue their client's ticket, with a Delta schedule change; however, ticket(s) can only be reissued by the agency that originally issued the ticket.
• Once check-in has occurred, Delta must reissue the ticket.
• Travel agents cannot reissue tickets per Delta Irregular Operation (IROP)*.
• Provided the below conditions exist it will not be necessary to call the Global Service Center for a waiver code.

*Irregular operation (IROP) is an interruption in a Delta flight schedule which may be due to a weather delay, servicing of the aircraft, or aircraft equipment change.

Note: You may receive multiple schedule change notices. It is not necessary to reissue tickets immediately after accepting the schedule change. You may reissue as deemed necessary based on the customer’s travel plans and your business practices.

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Refunds

Refunds of a refundable ticket(s) due to a Delta schedule change can be handled normally and processed by the agency.

Travel agencies can refund a non-refundable ticket(s) when there has been a Delta schedule change if one or more of the following apply:

• There is a cancellation of a scheduled flight and there is no Delta flight with a comparable routing available within 90 minutes of the original time of departure.
• A change in the scheduled departure time of a Delta flight which exceeds 90 minutes.
• A change in the routing of a scheduled Delta flight which adds one or more stops to the original itinerary.
• A change in the routing of a scheduled flight which results in a scheduled arrival time of more than 90 minutes later than the originally scheduled arrival time.

Please document the PNR for a refund with the following entry:

3OSI DL REFUNDED PER UNACCEPTABLE SCHEDULE CHANGE/ DATE

Until we are able to launch the new Agency schedule change policies and procedures, we hope this will assist you as well as help to ensure our mutual customers have a hassle-free travel experience.

If you have additional questions, please contact the Global Service Center.

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DL and NW Schedule Change Rebook and Reissue Policy
December 24, 2008

As Delta and Northwest continue to optimize schedules and aircrafts, the below procedures have been put into place to allow travel agencies more options for rebooking our mutual customers affected by these schedule changes.

Note: The joint DL/NW Schedule Change Policy works in tandem with Delta’s schedule change enhancement process; however, at this time re-validation automation applies to DL flights only. If there is NW and DL space in the PNR and the DL flight has incurred a schedule change, the customer will be notified of the DL change and the ticket will be re-validated.

DL/NW Joint Schedule Change Policy

Effective immediately, customers ticketed and traveling on domestic flights (travel wholly within the 50 United States and for travel between the 50 United States and Canada) departing on or after January 5, 2009, (including the domestic portion of an international itinerary) may use the following policy to rebook and reissue tickets when DL/NW flights are affected by schedule changes:

Applicable Fares and Tickets

• Applicable to all tickets issued on 006 (DL) and 012 (NW) ticket stock
• Applicable to all fares except ID/AD industry fares. Must contact the plated carrier for assistance

Rebook Carrier Options for NW to DL or DL to NW

Customers may be rebooked using flights coded either NW or DL and operated by the following carriers:

• CP Compass Air
• DL Delta Air Lines
• EV Atlantic
• F8 Freedom
• NW Northwest Airlines
• OH Comair
• OO SkyWest
• RP Chautauqua
• S5 Shuttle America
• 9E Pinnacle
• XJ Mesaba

Reaccomodation Options

• For passengers with connecting service, rebook comparable connecting service.
• For passengers with non-stop service, rebook comparable non-stop service.
• If comparable connections are not offered, nonstop service may be booked provided the correct class of service is available.
• If correct class of service (see correct class of service definition below) is not available, contact the Global Service Center to secure appropriate class of service.

Rebooking the Correct Class of Service

Please use the following guidelines when rebooking NW or DL during a schedule change. If the appropriate class of service is not available, please contact NW/KLM Reservations at 1-800-225-2525 for NW flights or the Global Service Center for DL flights.

1. NW-Coded Flight Operated by Delta or DL Connection
   Book in same class as originally ticketed
   
2. DL-Coded Flight Operated by NW/CP/XJ/9E
   Book in same class as originally ticketed
   
3. DL-Coded Flight operated by DL/DL Connections book as noted:
   
   

   Ticketed on a NW flight in the following class	Rebook on a DL flight in the following class
   P	F or D
   F	A or I
   R	V or X
   A	R or O
   Y	B
   B	M
   M	Q
   H	L
   Q or V	U
   L or T	T
   K	E
   W	N

4. NW-Coded Flight Operated by NW/CP/XJ/9E:
   
   

   Ticketed on a DL flight in the following class	Rebook on a NW flight in the following class
   F/J or C	P
   A/D or I	F
   V or X	R
   R or O	A
   Y	M
   B	H
   M	Q
   H	V
   Q	L
   K	T
   L/U or T	K
   N	W

Additional information:

• Change to origin or destination is not permitted
• Change to travel dates is permitted without penalty, if necessary to rebook
• Standby is not permitted
• Ticket reissue is required, new ticket must be an e-ticket if entire new itinerary is eligible. For Delta flights see below “enhanced schedule change process” for ticket reissues
• Endorsement box must show: INVOL SKED CHANGE
• Enroute Expenses - None paid.

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Types of Reissue Assistance:

Global Service Center
Our Global Service Center (GSC) will assist travel agents with reissues, free-of-charge, for the following types of tickets:

• 10 or more tax calculations
• Amadeus name corrections
• Delta-created PNR's (with the exception of group bookings)
• Delta-issued tickets
• Delta promotional tickets booked in R/O class
• Same-day confirmed travel

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External Ticket Reissue Charge
Updated: July 1, 2008

Tickets that were not issued by Delta, that require reissuing, are subject to an external ticket reissue charge. This charge was implemented on April 3, 2006 and applies to voluntary changes made to any ticket(s) issued in the United States, Puerto Rico, U.S. Virgin Islands, and Canada by anyone other than Delta, such as:

• Traditional travel agency


• Online travel agency
• Other airlines, including SkyTeam® and codeshare partners

Exceptions:

The external ticket handling charge does not apply to the following:

• Involuntary changes like cancellations, delays, or schedule changes
• Tickets issued with military or government fares
• Customers completing a SkyMiles upgrade

Note: In order to avoid the external ticket reissue charge, travel agencies are encouraged to reissue their customer's tickets. Please visitdelta.com regarding fee and for more details.

For help with formats or instructions specific to reissues, use the following GDS entries:

Amadeus – HELPREISSUE
Apollo – S*TLQ/INFO-EXCHANGE
Worldspan – INFOREISSUE
Sabre –Go to “Formatfinder Online” website under TICKETING-ARC

Groups
Contact Delta's Group Sales to create a group booking.

Once booked, the Group Sales Representative will do the following:

• Recap the reservation to ensure the booking information is correct.
• Provide a Delta record locator / confirmation .
• Provide fare information
• Ticket information
• Discuss penalty information, if applicable

What you will need to do:

• Passive segments - enter the flight segments in your GDS once you have received confirmation and booking information. An acceptable group booking may include segments entered passively in your GDS. These passive flight segments must match flight segments already existing in Delta's Reservation System. This will link your reservation to what Delta has confirmed.
• Store the fare and add passenger information. Enter SkyMiles numbers, Meal and Special Service requests etc. as normal.
• Issue the ticket according to the ticketing time limit requirement provided by the Group Sales Representative. Important: do not cancel the passive booking after you issue the ticket: this will generate a cancellation message and the reservation will cancel the PNR in Delta's Reservation System.
• Report your transaction as you normally would.

Note: It is no longer necessary to contact Delta's Global Service Center or Reservation Sales when reissuing your client's Group ticket(s), provided the above conditions are met. Travel Agents must complete the reissue transactions for their clients.

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Weather/Event - Travel Agent Reissue Guidelines
Travel agents must rebook and reissue tickets for their customers due to weather/event related circumstances under the following conditions:

• Follow the weather/event advisory guidelines, which provides information on affected cities, original travel dates affected, rebooking requirements, and deadlines for rescheduling new travel.
• Travel has not commenced.
• The first departure flight is more than 3 hours away.
• Once 'check-in' has taken place, Delta will need to reissue ticket.
• Changes must be booked in the same inventory class. All travel must be completed on or before date identified in advisory. If original booking class is not available, please contact the Global Service Center. All travel must be completed on or before date identified in advisory.
• Ticket can only be reissued by agency who originally issued the ticket.
• Only one change is allowed without penalty.
• Document PNR with OSI message and Endorsement Box entry. See example below:
  
  Example: 3OSI DL **Changes per Winter Storm/FEB/2009
  Endorsement Box Entry Example: Exchanges per Winter Storm FEB 09

Note: As long as travel meets weather/event advisory guidelines and PNR is properly documented, no waiver code is required, and you do not need to call the Global Service Center. Travel Agents must complete the reissue transactions for their customers.

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