Delta Messenger   

Overview

Delta Messenger is Delta’s automated system that notifies customers of flight delays and cancellations due to an Irregular Operations (IROP) event as well as during an advance Schedule Change for any ticketed PNR with a Delta segment.


Signing up for Flight Notifications

Customers have the option to sign up via delta.com, to receive flight notifications as a one-time alert on a specific flight.  From the "Flight Status & Notifications page, a customer may search for a specific flight using either a flight number (Route) or a city pair and the date of travel. When the search returns the correct flight, the customer may select the "bell" icon (if available) to register for a One-Time Flight Notification for that flight (see image below for more details).

Flight Notification Frequently Asked Questions

Flight Status & Notifications Image
One Time Notification Image

Flight Notifications for Schedule Changes

For an advanced Schedule Change, if a travel agent would like Delta to notify a customer on their behalf via email, the travel agent must manually document the PNR with the customer’s email address using a required OSI message containing customer contact information. Formats vary depending on the GDS used. The OSI message must be entered using one of the following formats below*. Travel agents should contact a GDS help desk with questions regarding OSI formats.

Please note: In addition, this format may be used to enter a travel agent email address in a PNR, if the agent would like to be notified by Delta of a schedule change.

Please be sure to review your entries to ensure they are formatted correctly.

OSI DL CTCE/CHRIS.TRAVELER//GMAIL.COM
OSI DL CTCE CHRIS.TRAVELER//GMAIL.COM
OSI DL CTC/CHRIS.TRAVELER//GMAIL.COM
OSI DL CTC CHRIS.TRAVELER//GMAIL.COM

*Note: for multiple e-mail addresses, use separate OSIs

The Format uses AIRIMP (Interline Message Procedure) standards and must follow the format exactly to be read by Delta’s technology.

  • Two forward slashes // are used in place of the @ symbol
  • Two periods .. are used in place of an underscore line
  • The standard OSI format must be used OSI DL (see examples above)
  • CTCE/ CTCE CTC/ CTC identifies the POS as an email address

If the customer’s PNR was made by a travel agency and the guidelines are met for notification, Delta will send the following sample email notification to the customer with the specific schedule change information advising the customers to contact their travel agency for additional information. The Delta PNR will be updated to reflect the revised itinerary.


Image of an email example for Delta Messenger

Delta Messenger and Schedule Changes

Delta schedule change notifications are sent within 331 days prior to the first departing flight in the itinerary.

Delta Messenger will notify of a schedule change if the changes meet the following criteria:

  • A flight is departing 15 minutes or more earlier
  • A flight is departing 30 minutes or more later
  • A flight is arriving 30 minutes or more later
  • There is an equipment product change (i.e., DL mainline jet to smaller DL Connection jet)

Delta Messenger will first look in the SkyMiles account to see if preferences are established (provided a SkyMiles account number is entered into customer’s PNR).  If there are no preferences indicated, Delta Messenger will look in the agency PNR for an email address or a phone contact.  If there are no email addresses in the PNR or the SkyMiles' preferences but there is a phone in the SkyMiles' preferences then Delta Messenger will use the phone number.

Delta Messenger will not notify of a schedule change if:

  • There is a “UN” segment in the PNR
  • The minimum connect times (MCTs) are not met with the alternative routing, causing a misconnect
  • There are minor time changes (less than those listed above)
  • There are equipment changes where the change is equivalent equipment (i.e. from a B767 aircraft to a B757 aircraft)
  • There is a flight number change (i.e. flight 1161 to flight 423)
  • The PNR contains a specific SSR (i.e. UMNR/MEDA/PETC)

In these cases, it is the agency’s responsibility to correct the PNR, advise the customer and process the Schedule Change using Delta’s current Schedule Change guidelines.


Delta Messenger and Irregular Operations (IROP) – Canceled and Delayed Flights

During an Irregular Operation event, Delta Messenger receives canceled and delayed flight information. Delta Messenger waits for the customer’s PNR to be rebooked with new flights before contacting a customer.

Delta Messenger will call customers between 8:00 am and 11:00 pm in the customer's time zone based on the next departing city within the itinerary.  For irregular operations that occur outside of the calling window hours, Delta Messenger will contact the customer three hours prior to the original flight time.

For example, if a customer is departing on a 6:00 am flight, Delta Messenger will start calling at 3:00 am giving the customer three hours to get to the airport.

Flight Delays

Delta Messenger will notify customers:

  • For departure/arrival delays of 30 minutes or more
  • For departures of 15 minutes or more earlier
  • Of flight times returning to the original schedule departure time if within the notification window
  • For un-rebooked PNRs advising that we are attempting to rebook their flights and referring them to Reservations or to delta.com for more information.
    • A subsequent alert may be sent following un-rebooked notification if rebooking is added more than 15 minutes before departure time

Delta Messenger will notify customers of the above events via the following channels:

  • Email – An email will always be sent to the email address indicated in the customer’s SkyMiles account preferences (if the SkyMiles account number is in the customer PNR) and/or in their PNR

And

  • SMS text – An SMS text will be sent to a valid 10-digit mobile number in the customer’s SkyMiles account preferences (if the SkyMiles account number is in the customer PNR) and/or in their PNR

Or

  • Phone Call – If no mobile number is detected as an established preference or in the customer PNR, a phone notification will be attempted to the landline number in the customer’s SkyMiles account preferences (if the SkyMiles account number is in the customer PNR) and/or in their PNR

Please note: Automation is in place to distinguish between landline and mobile numbers and if both landline and mobile numbers are detected, Delta Messenger will only send an SMS text to the mobile number.

Flight Cancellations

Delta Messenger will notify customers:

  • That a flight was canceled with a cancel/un-rebooked notification, if the customer’s PNR requires rebooking but no reaccommodation can be found. Delta continues to actively find reaccommodations. If reaccommodations can be found a rebooked notification will be sent if the reaccommodations are added more than 30 minutes before departure time
  • For un-rebooked PNRs advising that we are attempting to rebook their flights and referring them to Reservations or to delta.com for more information.
    • A subsequent alert may be sent following un-rebooked notification if rebooking is added more than 30 minutes before departure time

Delta Messenger will notify the customer of the above events via:

  • Email – An email will always be sent to the email address indicated in the customer’s SkyMiles account preferences (if the SkyMiles account number is in the customer PNR) and/or in their PNR

And

  • SMS text – An SMS text will be sent to a valid 10-digit mobile number in the customer’s SkyMiles account preferences (if the SkyMiles account number is in the customer PNR) and/or in their PNR

Or

  • Phone Call – If no mobile number is detected as a preference or in the customer PNR,  a phone notification will be attempted to the landline number in the customer’s SkyMiles account preferences (if the SkyMiles account number is in the customer PNR) and/or in their PNR

Questions

For questions regarding Delta’s notification system Delta Messenger, please contact Delta Sales Support for assistance.

 

12/10/18

 

 
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