Delta+Travel+Exception+Policy.pptx

Talking Points:

During this stressful time, DL focused on building traveler confidence & trust by providing flexibility and giving customers peace of mind

Our industry-leading travel policies provide customers with flexibility to travel through September 2022 and offer complimentary corporate name changes for qualifying tickets

DL continues to listen and adapt its policies to ensure flexibility and choice as we prepare for when demand returns

Please remember to visit the Delta Professional Website for full details on Delta’s Travel Exception Policies.

Exception Policies can be accessed from the Homepage.

When you click on the Red “View All” button it will take you to the page which displays the most current policies.

Delta currently has three Travel Exception Policies in place:

Coronavirus Situation Change Fee – Bulletin 4 For new bookings and original tickets issued between March 1, 2020 and May 31, 2020 All travel must originate on or before April 27, 2021 Tickets must be reissued on or before April 27, 2021

This waiver provides customers with flexibility for future bookings made now. Delta will waive the change fee if the customer needs to make changes. If the customer needs to make more than one change, the waiver code may be used multiple times. If the change results in a higher fare, then any difference in fare will need to be collected.

Note to seller: UA and AA offer similar waivers

Coronavirus Situation All International Travel – Bulletin 4 Applies to existing tickets which were ticketed on or before April 17, 2020 Customer needed to be booked for travel between February 25, 2020 and September 30, 2020 Three waivers apply: Cabin to Cabin, Class to Class, and Change Fee – these will be explained on the next few slides

Coronavirus Situation All U.S. Domestic Travel – Bulletin 5 Applies to existing tickets which were ticketed on or before April 17, 2020 Customer needed to be booked for travel between March 1, 2020 and September 30, 2020 Three waivers apply: Cabin to Cabin, Class to Class, and Change Fee – these will be explained on the next few slides

Ticket Validity Extensions: Reassure the travel agent that all tickets which qualify under our travel exception policies above will be extended and available for travel through September 30, 2022. Delta has technology in place which will allow these tickets to remain open for use. More details will be available soon.

Note to seller: (competitive info as of April 21, 2020) UA’s impacted travel dates are March 3, 2020 – April 30, 2020. UA’s policy only waives the change fee; tickets are valid for 24 months from date of issue (Delta more flexible) AA’s impacted travel dates are the same as Delta’s. AA’s offers a class to class and a change fee waiver; travel must be complete by December 31, 2021 (Delta more flexible)

The benefit of a Cabin to Cabin waiver is that Delta will honor the original fare that the customer paid on their original ticket.

New ticket needs to be booked with the same origin & destination as on the original ticket.

Book in same class if available; ok to rebook in the next class available in the same cabin Up to and including Y class for Main Cabin fares P class for Premium Economy fares F class for First Class fares J class for Delta One fares

The original fare will be honored and the change fee will be waived resulting in an EVEN EXCHANGE.

Travel on the new ticket must commence by September 30, 2020.

The waiver code may be used one time; if the customer needs to make additional changes, please contact GSS for further waiver consideration.

In this example, the customer was originally booked to travel between SEA and BOS on June 17, 2020.

They are going to reschedule their trip, SEA to BOS, for September 29, 2020.

Check to see if the same class of service is available. They were originally booked in X class; however, X class is not available on the flight they wish to travel on for September 29, 2020.

Since they are traveling between the same O&D and are commencing travel on/before September 30, 2020, they are eligible for the cabin to cabin waiver. You can book in the next highest class of service within the same cabin up to “Y” class for the Main Cabin.

In this example, you would confirm “L” class.

Delta will honor the fare on the original ticket and waive the change fee resulting in an EVEN EXCHANGE.

Travel agent should use the Cabin to Cabin waiver from the All U.S. Domestic Travel Exception Policy (original ticket was for domestic travel)

The waiver code may be used one time; if the customer needs to make additional changes, please contact GSS for further waiver consideration.

The benefit of a Class to Class waiver is that Delta will honor the original fare that the customer paid on their original ticket.

New ticket needs to be booked with the same origin & destination as on the original ticket.

New reservation must be booked in the same class of service as on the original ticket.

The original fare will be honored and the change fee will be waived resulting in an EVEN EXCHANGE.

Travel on the new ticket must be completed by September 30, 2022.

The waiver code may be used one time; if the customer needs to make additional changes, please contact GSS for further waiver consideration.

In this example, the customer was originally booked to travel between JFK and SEA on May 15, 2020.

They are going to reschedule their trip, SEA to BOS, for January 10, 2021.

The original reservation was booked in “C” class; to qualify for a Class to Class waiver, you must also confirm “C” class in the new reservation.

Since they are traveling between the same O&D and are commencing travel after October 1, 2020, they are eligible for the class to class waiver. Travel on the new ticket must be completed by September 30, 2022.

Delta will honor the fare on the original ticket and waive the change fee resulting in an EVEN EXCHANGE.

Travel agent should use the Class to Class waiver from the All U.S. Domestic Travel Exception Policy (original ticket was for domestic travel)

The waiver code may be used one time; if the customer needs to make additional changes, please contact GSS for further waiver consideration.

If the customer is traveling between the same O&D but unable to obtain the same class of service as originally booked OR if they are traveling between a different O&D, then the change fee will be waived.

When booking the new reservation, book the best fare that the customer qualifies for.

If the new fare is higher than the fare on the original ticket, the fare difference will need to be collected, but the change fee will be waived.

If the new fare is lower than the fare on the original ticket, the different may be applied to an MCO (ARC) or an EMD (BSP), and the change fee will be waived.

Travel on the new ticket must be completed by September 30, 2022.

The waiver code may be used one time; if the customer needs to make additional changes, please contact GSS for further waiver consideration.

In this example, the customer was originally booked to travel between SEA and HND on June 3, 2020.

They are going to reschedule their trip and would like to go to Orlando, sometime in 2021 or 2022.

Since the O&D on the new ticket will be different from the original ticket, when they are ready to rebook, they should book the best fare that the customer qualifies for.

If the new fare is higher than the fare on the original ticket, the fare difference will need to be collected, but the change fee will be waived.

If the new fare is lower than the fare on the original ticket, the different may be applied to an MCO (ARC) or an EMD (BSP), and the change fee will be waived.

Travel on the new ticket must be completed by September 30, 2022.

Travel agent should use the Change fee waiver from the All International Travel Exception Policy (original ticket was for International travel)

The waiver code may be used one time; if the customer needs to make additional changes, please contact GSS for further waiver consideration.

To provide corporate partners with more flexibility for tickets affected by COVID-19, Delta (DL) will waive both the change fee and name change fee for qualifying tickets, with no waiver code needed, for contracted corporate and MSA accounts.

Travel agents can quickly and easily manage this exception themselves, with no need to call Global Sales Support or visit the Delta Professional website if both of these conditions are met:

1. Original ticket was booked for travel Between February 25, 2020 and September 30, 2020 for international travel, or Between March 1, 2020 and September 30, 2020 for U.S. 50 domestic travel

2. New ticket is issued with a corporate ticket designator (beginning with an “X” or a “C”) placed in the ticket designator box.

Policy Highlights:

Applies to DL 006 Applies to Contracted Corporate and MSA accounts Applies to tickets booked for travel:

International: February 25, 2020 – September 30, 2020 Domestic: March 1, 2020 – September 30, 2020 New ticket must be issued with a valid corporate ticket designator beginning with “X” or “C”

All travel must be complete by September 30, 2022.

No waiver code is needed if the new ticket is issued with a valid corporate ticket designator

The ticket designator must begin with an “X” or a “C” and must be entered in the ticket designator box on the ticket to avoid a debit memo.

Additional Notes:

With this waiver, the change fee and the name change fee are waived.

The new itinerary will need to be priced at the current fare.

Any difference in fare will need to be collected If the new fare is lower, the residual value is forfeited

Only one change is permitted without a change fee and without collecting the name change fee

If the customer needs to make additional changes, please contact GSS for further waiver consideration.

Where to find information:

Full details for this policy are available via these resources:

A link to the page on the Delta Professional Agency site was included in the email communication

Instructions can also be found on the secure side of Delta Professional. After logging in, go to My Library.

Full details can also be obtained from your Delta SAE.

My Wallet (within eDocument Viewer) on delta.com displays corporate messaging on eCredits which are from a residual value on a corporate ticket. This enhancement was added on behalf of our corporate customers in response to employees using eCredits earned from company travel for personal trips. An image is provided and it includes the following message:

“This credit was earned as a result of residual value on a previously issued corporate ticket. Please redeem this credit for future corporate travel.”

Please note: The intent of this message is to help encourage, not force, passengers to redeem these eCredits for corporate travel. It will not inhibit the customer from redeeming these eCredits for personal travel.

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