Weather Event Travel Exception Policy
For Travel Agents

As valued partners, travel agencies may rebook, reissue or refund tickets for our mutual customers due to weather event related circumstances. Provided travel meets the weather event advisory guidelines, the PNR is properly documented, and the below conditions are met no need to contact the Sales Support Centers.

For information regarding reissues, refer to "Travel Agent Reissue Guidelines". For current weather event exception policies, select from the "Weather or Event" drop down list.

Travel Agent Reissue Guidelines

Please note some affected itineraries have been proactively rebooked and reissued. In those cases, travel agents must contact Delta for assistance with reissuing these tickets.

Travel agents may rebook and reissue tickets for their customers due to weather event related circumstances provide the following conditions are met and or applied:

  • Travel has not commenced on the affected flight segment and the ticket has not been reissued by Delta
  • The first departure flight is more than 3 hours away
  • The customer has not checked in (If checked in, Delta must reissue the ticket)
  • Rebook in the same class of service:
    • If new travel originates on/before XXXXX (Date specified in the advisory), please rebook in the same class of service
    • If the same class of service is not available, okay to rebook the next lowest available class of service up to and including Y class (coach to coach)
  • Reissue and travel must be in accordance to dates identified in the advisory
  • One change permitted without penalty fees, Administrative Service Charge (ASC) or External Reissue Charge ERC)
  • Tickets can only be reissued by the agency that originally issued the ticket

*Note: Please review the specific Travel Exception Advisory as rebook/reissue conditions are subject to change.

Required Documentation

Document the PNR with the following OSI message and Ticket Designator Entry:

OSI Example:
3OSI DL Changes per XXXXXX (Enter weather/event name) /FEB24 2010 (Enter event month/date/year)

Ticket designator box:

  • Waiver code XXXXX (See specific event for waiver code) for rebooking same class or service
  • Waiver code XXXXX (See specific event for waiver code) for rebooking cabin to cabin
  • Waiver code XXXXX (See specific event for waiver code) for rebooking origin/destination (alternate city)**
  • Any existing ticket designator may be moved to the tour code box

**Note: Changes to origin/destination may result in an increase in fare. Any difference in fare between the original ticket and the new ticket must be collected at the time of ticketing.

Travel Agent Refund Guidelines

In the event a Delta flight is cancelled due to irregular operations such as weather, and no other alternate flights are acceptable, travel agents may refund a totally unused non-refundable ticket(s). PNR / Ticket must be documented as noted below.

Required Documentation

Document the PNR with the following OSI message entry:

OSI Remarks:
3OSI DL Refund per XXXXXX (Enter weather/event name) / FEB24 2010 (Enter event month/date/year)

If the ticket has already been reissued by Delta, travel agents will need to submit a fax request (include ticket number, passenger name and flight details) to Passenger Refunds at (404) 715-9256 or they may contact the Sales Support Centers for assistance.

Rebook, reissue and refund guidelines are also located in WorldAgent Direct and can be found by clicking Resource Center, Policies, and click on Weather/Event Exception Policy .

Additional Information

• Bulk/Net Fare tickets must be referred to original issuing agent
• Some affected itineraries may have been proactively rebooked and reissued. If assistance is needed with additional changes, please contact Delta.
• Minimum/Maximum stay requirements of the original fare must be met
• Changes outside of these guidelines are subject to the reissue rules of the ticketed fare. This includes any applicable additional collection or administrative fees.

006 /012 Ticket Stock

Customers and travel agents inquiring on tickets issued on DL 006 and NW 012 ticket stock may contact Delta Reservations at 1-800-221-1212 or visit delta.com and select the Flight Status and Updates page, then click on the Check your travel options link.

Delta encourages all customers to check flight and gate status prior to leaving for the airport. For complete travel information, visit delta.com .


North and South Dakota Floods Exception Policy

Update Posted: March 22, 2010

Delta is offering travel options for customers whose flight plans were impacted by floods in North and South Dakota.

An exception policy has been put into place to assist customers with travel on Delta / Delta Connection / Delta and KLM coded flights for customers traveling to/from or through:

  • Aberdeen, SD (ABR)
  • Devils Lake, ND (DVL)
  • Fargo, ND (FAR)
  • Grand Forks, ND (GFK)
  • Jamestown, ND (JMS)
  • Sioux Falls, SD (FSD)
  • Thief River Falls, MN (TVF)
  • Watertown, SD (ATY)

Rescheduling Flights

The policy allows for customers scheduled to travel on March 17, 2010 through March 23, 2010 to to/from/through the above affected areas to reschedule their travel. New travel must originate by March 30, 2010.

Affected customers can make a one-time change to their ticket without a fee or penalty provided the ticket is reissued on or before March 30, 2010.*

If customers are unable to reissue their ticket within the given timeline, they can cancel their reservation and use the value of the ticket towards the purchase of a new ticket for a period of one year from the date of original issuance.

Please note for tickets reissued after March 30, 2010, change fees will apply.

*Conditions & Restrictions

Changes to origins and destinations may result in an increase in fare. Any difference in fare between your original ticket and the new ticket will be collected at the time of booking.

Required Waiver Documentation for Reissue

Document the PNR with the following OSI message and Ticket Designator Entry:

OSI Remarks:
3OSI DL Changes per Dakota Floods / MAR 17-23 2010

Ticket designator box:

  • Waiver code 03181N for rebooking cabin to cabin
  • Any existing ticket designator may be moved to the tour code box

Required Documentation for Refund

Document the PNR with the following OSI message entry:

OSI Remarks: 3OSI DL Refund per Dakota Floods / MAR 17-23 2010

If the ticket has already been reissued by Delta, travel agents will need to submit a fax request (include ticket number, passenger name and flight details) to Passenger Refunds at (404) 715-9256 or they may contact the Sales Support Centers for assistance.

006 /012 Ticket Stock

Customers and travel agents inquiring on tickets issued on DL 006 and NW 012 ticket stock may contact Delta Reservations at 1-800-221-1212 or visit delta.com and select the Flight Status and Updates page, then click on the Check your travel options link.

Delta encourages all customers to check flight and gate status prior to leaving for the airport. For complete travel information, visit delta.com .


Northeast Winter Storm Exception Policy

Posted: March 15, 2010

Effective March 14, 2010, Delta provided travel options for customers whose flight plans were impacted by the winter storm in the Northeast region.

An exception policy has been put into place to assist customers with travel on Delta / Delta Connection / Delta and KLM coded flights for customers traveling to/from or through:

  • Connecticut
  • Massachusetts
  • New Hampshire
  • New Jersey
  • New York State
  • Pennsylvania
  • Rhode Island
  • Vermont

Rescheduling Flights

The revised policy allows for customers scheduled to travel on March 13, 2010 through March 14, 2010 to to/from/through Port Au Prince to reschedule their travel. New travel must originate by March 18, 2010.

Impacted customers can make a one-time change to their ticket without a fee or penalty provided the ticket is reissued on or before March 18, 2010.*

If customers are unable to reissue their ticket within the given timeline, they can cancel their reservation and use the value of the ticket towards the purchase of a new ticket for a period of one year from the date of original issuance.

Please note for tickets reissued after March 18, 2010, change fees will apply.

*Conditions & Restrictions

Changes to origins and destinations may result in an increase in fare. Any difference in fare between your original ticket and the new ticket will be collected at the time of booking.

Required Waiver Documentation for Reissue

Document the PNR with the following OSI message and Ticket Designator Entry:

OSI Remarks:
3OSI DL Changes per NE Winter Storm / MAR 14 2010

Ticket designator box:

  • Waiver code 03141N for rebooking cabin to cabin
  • Any existing ticket designator may be moved to the tour code box

Required Documentation for Refund

Document the PNR with the following OSI message entry:

OSI Remarks: 3OSI DL Refund per NE Winter Storm / MAR 14 2010

If the ticket has already been reissued by Delta, travel agents will need to submit a fax request (include ticket number, passenger name and flight details) to Passenger Refunds at (404) 715-9256 or they may contact the Sales Support Centers for assistance.

006 /012 Ticket Stock

Customers and travel agents inquiring on tickets issued on DL 006 and NW 012 ticket stock may contact Delta Reservations at 1-800-221-1212 or visit delta.com and select the Flight Status and Updates page, then click on the Check your travel options link.

Delta encourages all customers to check flight and gate status prior to leaving for the airport. For complete travel information, visit delta.com .


Earthquake in Haiti Exception Policy

Update posted : March 18, 2010

Delta has amended the travel options for customers whose flight plans have been affected by the January 12 earthquake in Haiti (PAP). This update provides scheduled service information and rebooking options and has been put into place to assist customers with travel on Delta / Delta Connection / Delta and KLM coded flights for customers traveling to/from or through Port Au Prince, Haiti (PAP).

Scheduled Service:

  • Scheduled service to/from PAP from March 20, 2010 to April 2, 2010 will be cancelled
  • Delta will resume service to/from PAP on April 3, 2010, with flights operating 3 days a week on Monday, Thursday and Saturday
  • Delta plans to expand service to/from PAP on June 11, 2010, with flights operating 5 days a week on Monday, Tuesday, Thursday, Friday and Saturday

Rebooking Options for Travel Agents

The required exception codes must be documented in the PNR in order to apply the below rebooking options. The applicable exception code will honor the original booked fare as well as waive the administrative service charge (ASC):

  1. Rebook on alternate dates to/from PAP when flights are scheduled to operate
  2. Reaccommodate to/from Santo Domingo (SDQ)
  3. If no alternative booking options, travel agencies may refund, via ARC processing, through May 31, 2010

Rescheduling Flights

The revised policy allows for customers scheduled to travel on January 26, 2010 through May 31, 2010 to to/from/through Port Au Prince to reschedule their travel. New travel must originate by August 31, 2010.

Impacted customers can make a one-time change to their ticket without a fee or penalty provided the ticket is reissued on or before August 31, 2010.*

Refunds are permitted for booked travel through May 31, 2010; however, Delta must process the refund.

If customers are unable to reissue their ticket within the given timeline, they can cancel their reservation and use the value of the ticket towards the purchase of a new ticket for a period of one year from the date of original issuance.

Please note for tickets reissued after August 31, 2010, change fees will apply.

*Conditions & Restrictions

Changes to origins and destinations may result in an increase in fare. Any difference in fare between your original ticket and the new ticket will be collected at the time of booking.

Required Waiver Documentation for Reissue

Document the PNR with the following OSI message and Ticket Designator Entry:

OSI Remarks:
3OSI DL Changes per Earthquake in Haiti (PAP) / JAN 12 2010

Ticket designator box:

  • Waiver code 03176N for rebooking cabin to cabin
  • Waiver code 03095C for Origin/Destination change to SDQ
  • Any existing ticket designator may be moved to the tour code box

Required Documentation for Refund

Document the PNR with the following OSI message entry:

OSI Remarks: 3OSI DL Refund per Earthquake in Haiti (PAP) / JAN 12 2010

If the ticket has already been reissued by Delta, travel agents will need to submit a fax request (include ticket number, passenger name and flight details) to Passenger Refunds at (404) 715-9256 or they may contact the Sales Support Centers for assistance.

006 /012 Ticket Stock

Customers and travel agents inquiring on tickets issued on DL 006 and NW 012 ticket stock may contact Delta Reservations at 1-800-221-1212 or visit delta.com and select the Flight Status and Updates page, then click on the Check your travel options link.

Delta encourages all customers to check flight and gate status prior to leaving for the airport. For complete travel information, visit delta.com .


Bangkok, Thailand Travel Exception Policy

Posted: April 14, 2010

Delta Air Lines is offering travel options for customers whose flight plans have been impacted as noted.

Reason: Bangkok, Thailand
Dates of Impacted Travel: April 14, 2010 through April 30, 2010
Applicable to: Travel on Delta / Delta Connection and KLM coded flights issued on DL 006 / NW 012 / KL 074 ticket stock

Affected Area(s) To/From/Through:

  • Bangkok, Thailand (BKK)

Policy Information
Delta will waive administrative change fees and travel agents may rebook and reissue tickets provided the above travel agent reissue guidelines are met and applied.

Applicable Dates

  • New travel must originate on or before: April 30, 2010
  • New travel must be rebooked no later than: April 30, 2010
  • Ticket must be reissued on or before: April 30, 2010

Applicable Booking Class

Rebook permitted in same class of service only:

  • If new travel originates on or before April 30, 2010, booking class is subject to availability. Any difference in fare between original ticket and the new ticket must be collected.
  • If new travel is booked on or before April 30, 2010 for travel that originates after April 30, 2010, booking class is subject to availability. Any difference in fare between original ticket and the new ticket must be collected.
Required Documentation for Reissue

PNR must be documented with the following OSI message and Ticket Designator entry:

  • 3OSI DL Changes per BKK Civil Unrest/April 14 2010
  • Ticket Designator Entry:
    • Waiver code 04141N for rebooking same class of service
    • Waiver code 04141C for booking origin/destination (alternate city)

*Conditions & Restrictions
Changes to origins and destinations may result in an increase in fare. Any difference in fare between your original ticket and the new ticket will be collected at the time of booking.

Refunds

If a customer's flight is cancelled due to this event, and no other alternate flights are acceptable, travel agents may refund a totally unused non-refundable ticket(s) through normal ARC/BSP processing.

Required Documentation for Refunds:

PNR must be documented with the following OSI message:

OSI Remarks: 3OSI DL Refund per BKK Civil Unrest / April 14 2010

*Note: If a ticket has already been reissued by Delta or the ticket is partially used, travel agents will need to submit a fax request (include ticket number, passenger name and flight details) to Passenger Refunds at (404) 715-9256 or they may contact the Sales Support Centers for assistance.


Iceland Volcanic Eruption Travel Exception Policy

Posted: April 15, 2010

Update 6 Posted: April 19, 2010

Delta has revised the Iceland Volcanic travel exception policy to amend rebooking and reissue dates, update waiver codes and to add policy clarifications. The policy offers travel options for customers whose flight plans have been impacted by the volcanic eruption of Mount Eyjafallajokull in Iceland.

Updated information has been highlighted in red font.

Reason: Iceland Volcano Eruption
Dates of Impacted Travel: April 15, 2010 through April 23, 2010
Applicable to: Travel on Delta / Delta Connection and KLM coded flights issued on DL 006 / NW 012 / KL 074 ticket stock

NOTE: For tickets issued on Air France 057 please refer to the below section - "Volcanic Eruption in Iceland - Air France Travel Exception Policy"

Affected Area(s) To/From/Through:

  • Amsterdam, The Netherlands (AMS)
  • Brussels, Belgium (BRU)
  • Budapest, Hungary (BUD)
  • Paris, France, Charles de Gaulle Airport (CDG)
  • Copenhagen, Denmark (CPH)
  • Dublin, Ireland (DUB)
  • Dusseldorf, Germany (DUS)
  • Rome, Fiumicino, Leonardo Da Vinci, Italy (FCO)
  • Frankfurt, Germany (FRA)
  • Kiev, Borispol, Ukraine (KBP)
  • London, Gatwick Airport (LGW)
  • London, Heathrow Airport (LHR)
  • Manchester, UK (MAN)
  • Munich, Germany (MUC)
  • Milan, Malpensa, Italy (MXP)
  • Nice, Cote D Azur, France (NCE)
  • Prague, Czech Republic (PRG)
  • Shannon, Ireland (SNN)
  • Stuttgart, Germany (STR)
  • Sheremetyevo, Moscow, Russia (SVO)
  • Berlin, Tegel, Germany (TXL)
  • Venice, Italy (VCE)
  • Zurich, Switzerland (ZRH)

Policy Information
Delta will waive administrative change fees and travel agents may rebook and reissue tickets provided the above travel agent reissue guidelines are met and applied.

Applicable Dates

  • New travel must originate on or before: June 10, 2010
  • New travel must be rebooked no later than: May 7, 2010
  • Ticket must be reissued on or before: May 7, 2010

Applicable Booking Class

Rebook permitted as indicated below:

  • If new travel is booked on or before May 7, 2010 for travel that originates between April 15, 2010 and April 27, 2010, book in the same class of service if available. If the same class is not available, okay to rebook the next lowest class available up to and including Y class (cabin to cabin).
  • If new travel is booked on or before May 7, 2010 for travel that originates between April 28, 2010 and June 10, 2010, book in the same class of service. Any difference in fare between original ticket and the new ticket must be collected if booked in different class.
  • If new travel is booked on or before May 7, 2010 for travel that originates after June 10, 2010, booking class is subject to availability. Any difference in fare between original ticket and the new ticket must be collected.
  • When changes to the outbound travel occur, the unaffected return date may be changed to protect the original length of the trip. The return travel must be booked in the original class of service.

Note: If customers are unable to reissue their ticket within the given timeline, they can cancel their reservation and use the value of the ticket toward the purchase of a new ticket for a period of one year from the date of original issuance. Please note for tickets reissued after May 7, 2010, change fees will apply.

Required Documentation for Reissue

PNR must be documented with the following OSI message and Ticket Designator entry:

  • 3OSI DL Changes per Iceland Volcano / April 15 2010
  • Ticket Designator Entry:
    • Waiver code 041995N for rebooking same class of service
    • Waiver code 041990N for rebooking cabin to cabin
    • Waiver code 04199C for booking origin/destination (alternate city)
    • Any existing ticket designator may be moved to the tour code box

*Conditions & Restrictions
Changes to origins and destinations may result in an increase in fare. Any difference in fare between your original ticket and the new ticket will be collected at the time of booking.

Refunds

If a customer's flight is cancelled due to this event, and no other alternate flights are acceptable, travel agents may refund a totally unused non-refundable ticket(s) through normal ARC/BSP processing.

Enroute/Diversions

Customers enroute to one of the above-listed destinations or whose flights were diverted will have the option to return to their original departure city and rebook travel to alternate future dates. Customers should work directly with the airport to obtain a boarding pass for return travel to their original departure city. If the customer wishes to rebook travel to alternate future dates, please contact Delta Reservations for assistance. Alternatively, they may receive a refund if re-accommodation options are unacceptable. Travel agents whose customers contact them directly to initiate the refund may utilize the Travel Agent Weather Event Refund form to submit the request.

Required Documentation for Refunds:

PNR must be documented with the following OSI message:

OSI Remarks: 3OSI DL Refund per Iceland Volcano / April 15 2010

*Note: If a ticket has already been reissued by Delta or the ticket is partially used, travel agents may utilize the Travel Agent Weather Event Online Refund form to submit a refund request.

Volcanic Eruption in Iceland - Air France Travel Exception Policy

AIR FRANCE TRAVEL EXCEPTION POLICY ADVISORY

Air France is offering travel options for customers whose flight plans have been impacted by the volcanic eruption of Mount Eyjafallajokull in Iceland.

Travel agents who wish to rebook their customers may rebook and reissue 057 tickets once a flight has been cancelled or delayed. For assistance in rebooking, travel agents may call Air France's dedicated Travel Agency number at 1-800-446-9708 (1-800-667-2747 in Canada) or visit Air France's trade site www.afkl.biz.

To find current flight changes and rebooking instructions on www.afkl.biz, please follow these steps:

From the top of the Home Page,

  • Select the drop-down menu "NEWS & PROMOTIONS - AF - Schedule Changes - Daily Report/Flash" which will indicated current flight changes

  • Select "Instructions" from the menu in the left margin for specific procedures on rebooking affected passengers.

Customers whose Air France flights are cancelled or delayed and who wish to make alternate arrangements may contact Air France Reservations at 1-800-237-2747 (1-800-667-2747 in Canada) for assistance and information on travel options.

Air France encourages all customers to check flight and gate status prior to leaving for the airport. For complete travel information visit www.airfrance.com.

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