Delta will continue to proactively assist when customers are impacted by irregular operations (IROP). The IROP Rebooking Policy provides you with options to offer alternate reaccommodations after an IROP (canceled flight or significant delay) occurs. A general overview of Irregular Operations is available here.

Applies to:

• All Points of Sale – Domestic and International Travel
• Itineraries issued on DL-006 ticket stock (reservation must be ticketed)
• Delta-marketed or Delta Connection flights
• Itinerary delays or cancellations which occur within 72 hours of scheduled departure time
• Flights that have a delay of more than 120 minutes or have been canceled

Rebooking Options

For customers affected by an IROP, you may reaccommodate the customer as follows:

• The new flight may be rebook in the same O&D or alternates within a 100 Mile radius of the original flight
• The new flight may be rebooked in the same Cabin (Cabin to Cabin)
  • Rebook the new flight in the same Class of Service if available
  • For Main Cabin fares - If the same Class of Service is not available, rebook in the next available class of service, up to Y Class
  • All other cabins – The new flight may be rebooked in the same Class of Service if available, or the next available class of service, same cabin
• The new flight may be rebooked two days before or two days after the original flight date (+/- 2 days)
• Reaccommodations must be on a DL-marketed and DL-operated flight or a DL-Connection flight
  • Customers may also rebook on a JV Partner AF, KL, VS for same day travel; confirm in the highest booking code in the same cabin for the operating carrier
• In addition, the PNR and ticket must be documented with Required Documentation as noted below.
• The ticket must be reissued as an even exchange and the customer must be contacted with the new flight information.
• When changes on the outbound 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.
• If alternate space is not available as outlined above, travel professionals must contact Global Sales Support or Delta Reservations for assistance

Required PNR Documentation for Reissue

• Document the PNR with the following OSI message:
  • OSI DL REISSUE DUE TO DL IROP
• No waiver code is needed

Additional Information

• The travel agency is responsible to advise the customer of the new flights and reissue the customer’s ticket.
• Changes outside of the guidelines above are subject to the reissue rules of the ticketed fare. This includes any applicable additional collection or administrative service fees.
• Failure to comply with exception processes specific to this reaccommodation policy may result in a debit memo.
• For requests outside of the above guidelines or questions regarding the Irregular Operations Rebooking Policy, please contact Delta’s Global Sales Support, AF/KL Trade Support or Delta Reservations for assistance.
  

Refunds

Refundable Ticket

US- Based travel agencies and travel agencies in the U.S. Virgin Islands and Puerto Rico may refund fully refundable tickets through normal ARC processing. Travel agencies that report via BSP may refund fully refundable tickets using normal BSP processing.

Non-Refundable Ticket – Wholly Unused

Travel agents worldwide can refund a wholly unused non-refundable ticket when there has been a Delta IROP event, if the following apply:

• Affected flight is Delta-coded (operated by Delta or other airline) or Delta Connection flight
• Flight canceled due to an IROP or there is a change in the schedule of 120 minutes or more

Required PNR Documentation for Refunds

When the qualifying flight cancellation or change in schedule is received in the GDS, please add the OSI message below and submit the refund in the GDS.

Note: the OSI message must be added before the itinerary is canceled.

The PNR must be documented with one of the following OSI entries:

• OSI DL REFUNDED PER IROP CANCEL DLXXXX/DDMMMYY (XXXX = canceled flight number and DDMMMYY = impacted flight date)
• OSI DL REFUNDED PER IROP DELAY DLXXXX/DDMMMYY (XXXX = delayed flight number and DDMMMYY = impacted flight date)

Non-Refundable Ticket – Partially Used

Travel agents worldwide must contact Global Sales Support or Delta Reservations  office for assistance with a refund for a partially used nonrefundable ticket affected by a Delta IROP event.

Delta may modify or discontinue this policy at any time in its sole discretion.