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Travel Agent News Updated: May 20, 2009 Delta and Northwest are diligently working to align guidelines, booking polices and procedures. Ultimately, each of these items will be integrated and merged into a single set of policies and practices for the combined carrier. To assist you through this transition period please review the information on this page for important policy and procedural information specifically created for the travel agency community. You can also view important travel agency news by clicking the below links. If you need additional information or need changes outside of these guidelines, please contact your respective Support Center. Visit Northwest's World Agent Direct site to access information specific to Northwest's products and services. Delta-Northwest Merger Policy & Procedure Changes Delta & Northwest Merger FAQ's
Check-in Code-share
Check-in Reminder Weather/Event
- Travel Agent Reissue Guidelines
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 transaction for their customers. Guidelines
For Travel Agents In an effort to assist you in providing the best possible service for your clients, you are authorized to reissue a ticket per a Delta schedule change or weather related changes. Contact Delta Reservations when needing assistance in determining the correct fare or add/collect. Call the Sales Support Center when needing reissue assistance pertaining to; however, not limited to the following:
For help with formats or instructions specific to reissues, use the following GDS entries: Amadeus – HELPREISSUE Paper
Ticket Fee Policy Expanded to Include Tickets Issued by Travel Agents
Outside the U.S. and Canada With this change, paper tickets may be issued when itineraries are not ET eligible. Additionally, Travel Agents may continue to issue paper tickets when paper is voluntarily requested by the customer. A PTF of $50 per passenger should be assessed in these circumstances. Infants traveling internationally
require a paper ticket; therefore, the paper ticket fee will be waived for
an adult traveling with an infant internationally if they prefer paper. • Cross reference
the ticket number on the MCO in the Issued and Exchange Box International - New Nonrefundable Ticket Policy Posted: October 29, 2002 Effective for tickets purchased on or after October 29, 2002 for travel on or after October 29, 2002, Delta will amend the nonrefundable ticket policy for international travel. Reservations and tickets must be changed on or before the original travel date as shown on the affected flight coupon. Changes which are requested after the original travel date shown on the affected flight coupon are not permitted and the ticket has no value. Note: applies to transatlantic, transpacific, Latin America and Caribbean travel originating in the 50 United States, District of Columbia, Puerto Rico and the U.S. Virgin Islands regardless of the point-of-sale of the ticket. Delta Aligns Ticket Policies to Fare Value; Makes Changes to Paper Ticket Policy Also Posted: September 5, 2002 Effective September 5, 2002, Delta has introduced several new policies that more closely align our ticketing policies to the value customers realize as they purchase different fares. For tickets purchased on or after September 5, 2002, for travel beginning October 1, 2002, Delta’s nonrefundable tickets must be used for the flights ticketed, except in cases where customers pay certain fees to change their itinerary prior to departure. After the departure date, tickets for nonrefundable fares will have no value and cannot be changed or used for any purpose. Delta will continue to offer customers the option to make changes to their itinerary prior to departure, subject to the payment of applicable change fees and some restrictions. This new policy applies for travel on Delta, Delta Connection and Delta Express. To encourage the use of electronic ticketing, effective today, Delta is changing its policies for customers who request paper tickets. The fee will increase from $10 to $20 for each paper ticket requested for all ET-eligible travel itineraries and now will apply to all customers, regardless of SkyMiles status or the type of fare purchased. In addition, the paper ticket fee now will be charged via all ticketing channels, including tickets originally issued, reissued or converted by a travel agent. This new policy applies for travel on Delta, Delta Connection, Delta Express and Delta Shuttle flights. For additional information and instructions on how to collect the voluntary paper ticket fee, see MCO information under Agency Resource Third Party/Sub-Agent Ticketing Transactions Posted: November 6, 2003 As a Delta-appointed travel agent, you are responsible for all tickets issued by your agency. This includes tickets your agency issues for third party brokers and for tickets issued on behalf of sub-agents. Before you authorize such ticketing, carefully verify the legitimacy of any third party with whom you choose to deal, including transactions where tickets are issued on behalf of your agency by third parties. Delta has discovered a number of improperly issued tickets which were done for or through third party brokers or sub-agents. These include tariff rule violations, violations of booking and ticketing policies, use of forged or nonexistent upgrade certificates or codes, and fraudulent misuse of SkyMiles upgrade certificates. Delta urges you to use caution when ticketing for or through third party brokers or sub-agents. You will be held responsible for any booking and ticketing violations which could result in the termination of your agent appointment to issue Delta traffic documents. Posted: October 31, 2003 Effective December 1, 2003, Delta Air Lines will begin managing all unreported sale transactions internally. Delta will be imposing a $50 administrative fee on all debit memos for unreported transactions. This fee is reflective of the significant costs Delta will incur investigating and collecting for ticket sales that are not properly reported through the ARC clearinghouse process. Failure to promptly resolve such debit memos and/or reported instances of unreported sales could result in the termination of agent appointment to issue Delta traffic documents. Should you have any questions regarding this matter, please call the Delta Debit Memo Collection Agency Help Desk. The Help Desk is available Monday through Friday from 8:00am-5:00pm EST.
Delta Enhances New Nonrefundable Ticket Rule; International Tickets Now Eligible Posted: August 28, 2003 Delta is giving customers even more flexibility when changing travel plans by further relaxing its rules for nonrefundable tickets. The new policy includes international tickets, and no longer requires customers to change their plans before their original scheduled departure. As announced August 21, 2003 customers holding nonrefundable tickets that allow changes now have one year from the ticket's original issue date to reschedule their travel without losing the full value of their ticket. Today, Delta announced it has enhanced this policy to allow customers to retain the value of their ticket (less any applicable change fees), even if they do not cancel their reservation prior to the scheduled departure time of their original flight. The policy applies to nonrefundable tickets that were purchased for travel scheduled on or after August 21, 2003, within the 50 United States, Puerto Rico, the U.S. Virgin Islands or Canada, and for international travel originating from the 50 United States, Puerto Rico, or the U.S. Virgin Islands. For international travel originating in Canada, this policy will apply for travel scheduled on or after October 20, 2003, to comply with Canadian government requirements. The policy applies for nonrefundable tickets purchased for travel on Delta, Delta Connection, and Delta Shuttle. Under the policy, customers holding qualifying nonrefundable tickets have one year from the date their original ticket was issued to reschedule and apply the value of the unused ticket (less any applicable change fees) to a new travel itinerary. Customers are responsible for any fare difference. For domestic travel, tickets must be reissued and completed, within one year of the date the original ticket was issued. For international travel, tickets must be reissued to the same or another international destination, and travel must commence, within one year of the date the original ticket was issued. Nonrefundable tickets that allow changes purchased via Delta Reservations, delta.com, travel agencies and online channels such as Orbitz, Expedia, and Travelocity are eligible under the new rule. Delta’s Travel Agency Web Site Announces 3rd Party Booking Enhancement Posted: August 6, 2003 Effective immediately, a third party booking enhancement is now available on Delta’s Travel Agency Web Site. Your clients will now have the option to purchase tickets for individuals other than themselves. This enhancement will allow parents to purchase tickets for their children, grandparents for their grandchildren, and employers for their employees. A SkyMiles login is not required with this enhancement. Note: An e>ticket will be issued for bookings made within five (5) days of travel. The credit card holder must bring a photo identification and the credit card used to purchase this ticket to the airport on or before the day of departure. One time use credit card numbers provided by some credit card companies are not permitted on delta.com. Baggage - International Allowance Changes Updated: March 7, 2008 Delta amended the international
baggage fee structure for excess weight. The free Area of Application: The changes are applicable for all travel between the United States and Canada and between the United States/Canada and Latin America, Caribbean (excluding Puerto Rico and the U.S. Virgin Islands), Europe, and Asia. For customers originating travel outside the United States (excluding Canada), the $25 fee will be convertible to local currency on the day of departure. Posted: July 16, 2004 Please remember to use the appropriate format for your GDS that will send a SSR message to Delta when requesting a wheelchair. Use the following codes when requesting a wheelchair:
Note: Entering a wheelchair request as a meet and assist (MAAS) is not the appropriate request for this type of service need. Please contact your GDS Help Desk for any questions regarding wheelchair requests. Updated: August 14, 2007 Regarding Delta's policy on sanctioned countries, Delta travel agents must not book or ticket any passenger on Delta (006) ticket stock where a portion of the passenger’s flight contains a travel segment to any country against which the U.S. government has issued sanctions, including Cuba. Certain restrictions may apply to cargo as well. See Sanctioned Countries for more details. Failure to comply with this policy could result in fines and/or termination
of the travel agency relationship. Posted: January 16, 2004 Effective immediately, passengers traveling with personal oxygen cylinders containing liquid oxygen or compressed gas are not permitted aboard Delta aircraft and will not be accepted prior to boarding. Devices that do not contain any quantity of liquid oxygen or compressed gas (cylinders containing less than 40psi) may be accepted as carry-on or checked baggage, if permitted by the local boarding cities Transportation Security Administration (TSA). For safety reasons, FAA regulations permit only the use of airline-provided oxygen equipment. With a minimum of 48 hours notice, Delta can provide oxygen onboard Delta operated flights for both domestic and international travel.(Delta Connection flights are not equipped to provide onboard oxygen. Oxygen service may not be available on Delta codeshare flights). Please check directly with Delta at 800-221-1212 for information regarding oxygen requests. Passengers will need to make their own arrangements for oxygen, if needed on the ground at their departure, connecting or arrival cities. Posted: October 29, 2003 Recently, Delta has received numerous calls from the U.S. State Department regarding travel agent issued international tickets for Diplomats. Please review the following information regarding the exemption of certain U.S. user fees for Diplomats: Diplomats are exempt from U.S. Customs User Fees (YC), U.S. Immigration User Fees (XY) and U.S. APHIS fees (XA). Please request diplomatic identification when ticketing the diplomat and note "Diplomat" in the endorsements or names/remarks box on the ticket. Please note that diplomats are not exempt from U.S. federal transportation tax, U.S. international departure and arrival tax, U.S. segment fees (US) , U.S. security fees (AY) or U.S. passenger facility charges (XF). Posted: July 23, 2003 Effective immediately, agencies can now select specific seat assignments when booking flights on Delta’s Travel Agency Web Site. The Interactive Seat Map (ISM) enhancement is a tool which allows you to view the aircraft’s seating map and select a specific seat based on your client’s preference. You can request a seat for your client by selecting Choose Your Seats to access the aircraft’s seating map. Make your selection by clicking on an available seat for one or more passengers, on one or more flights. However, if no seats are available, your client can obtain a seat assignment upon check-in at the airport. The Interactive Seat Map may show seats available when you start the selection process. However, there is a chance seats could be assigned to another passenger prior to completion of your transaction. If you choose to bypass the seat assignment step, ISM will automatically assign a seat for your client. To accommodate passengers with special needs, Delta reserves the right to change a passenger’s pre-assigned seat. Bulkhead seats are particularly subject to reassignment. After completing the reservations process, you can display or change your client’s seat assignment by clicking on Your Itineraries to access their seat assignment. Posted: August 15, 2002 The travel industry continues to cope with one of the most challenging periods in its history. As Delta continues to look for ways to simplify our processes and identify practices that do not provide the value they were intended to deliver, we are reevaluating certain sales practices offered in the past to provide exceptions to Delta’s published fare rules. These practices were originally intended to provide a remedy for ticketing errors and certain situations outside a travel agent’s control. They were originally developed for rare occasions, but are now being used routinely to circumvent the pricing structure, which impact the integrity of our pricing. Effective immediately, Delta will no longer allow waivers on published fare rules, including but not limited to:
We appreciate your support of our efforts to apply consistency and integrity to our fare structure. Administrative Service Charge (ASC) Updated: November 17, 2008 The Administrative Service Charge (ASC) is a per ticket reissue, exchange, or change charge. For tickets issued on/after November 12, 2008, the Administrative Service Charge (ASC) collected for voluntary changes to restricted tickets sold in the United States and Canada is now $150USD/$179CAD. For passengers traveling to/from SJU/STT/STX the ASC will remain at $150USD/$179CAD as this change went into effect on August 20, 2008. Note: The ASC could vary per reissue/voluntary change as the amount of the ASC is based on the ticketed date:
Changes made thereafter the new ASC of $150USD/$179CAD will apply. The ASC associated with international tickets are not affected; therefore, please refer to the tariff rules for specific ASC information. |
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