Agencies are now responsible for entering a new OSI message in the PNR following a schedule change. This OSI message will confirm customer acceptance of the changes made and help to avoid unnecessary cancellation and refund should the customer's plans change and they no show one of their flights.​

Today, when a schedule change occurs and the ticket is automatically revalidated by Delta, the travel agency accepts the schedule change and notifies the customer of the changes. No additional actions are taken. ​

As part of Delta's ongoing efforts to comply with the requirements of the DOT mandate that took effect on October 28, 2024, agencies are now responsible for entering an OSI message in the PNR, confirming that the customer accepted the schedule change.​

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The following are the steps for travel agencies to take when a schedule change occurs, and the customer is eligible for a complimentary change to their itinerary or a refund:​

• If the customer is eligible for refund, the travel agency must notify the customer of refund eligibility.​

• If the schedule change is unacceptable, the travel agency may rebook the customer following the Schedule Change and Irregular Operations Rebooking Policy on Delta Professional or contact GSS for assistance with rebooking. ​

• If the schedule is acceptable and the ticket has not been revalidated, travel agencies will add the following: OSI DL REISSUE DUE TO DL INVOL and reissue the ticket.​

• If the schedule change is acceptable and the ticket has been revalidated, previously, travel agencies were only required to accept the schedule change and notify the customer of the changes. ​

• Agencies are now responsible for entering the following OSI message in the PNR to indicate the customer's acceptance: OSI DL ACCEPT DUE TO DL INVOL. By entering this OSI message in the PNR, the agency confirms to Delta that they have received confirmation from the customer of their acceptance of the schedule change.​

If no action is taken on the reservation (no rebook or refund) and the OSI DL ACCEPT DUE TO DL INVOL message is not entered in the PNR, and the customer then no-shows the first open flight segment in their itinerary, all remaining flight segments will be canceled and automatically refunded.​

(Note: Net and bulk fare tickets must be refunded by the issuing agency and will not be refunded by Delta.) ​

If your customer knows they do not plan to travel on their flight(s), please encourage your customers to contact you for reaccommodation or refund prior to departure.​

For additional assistance with schedule changes, please contact Global Sales Solutions or Delta Reservations.