Schedule Change & IROP Travel Agency Refund Responsibility

Schedule Change & IROP Travel Agency Refund Responsibility*

Schedule Change (Outside the Operational Window)

Message of schedule change to agency (via GDS)		Delta transmits cancel/add to GDS
Identification of refund eligible		Agency identifies refund eligibility via Delta Policy
Outbound customer notification of schedule change & refund eligibility		Agency notifies customer of refund eligibility
Customer desired option	Rebook	Agency rebooks following Delta Policy
Customer desired option	Refund	Agency refunds only (can not hold onto ticket)
Customer does not request a rebook/refund and ‘No-Shows’	Customer No Show’s	Delta refunds 72 hours after time of departure**

IROP (Inside the Operational Window)

Outbound customer notification of IROP change		Delta notifies customer
Customer requests a refund	Via a Delta channel	Delta refunds
Customer requests a refund	Via the 3rd party channel	Agency refunds
Flight cancelled with no reaccommodation		Delta refunds 72 hours post cancellation**
Customer does not request a rebook/refund and ‘No-Shows’		Delta refunds 72 hours after time of departure**

* Effective on 10/25/2024

** Tickets to be manually refunded by Agency

Bulk/Net Tickets
OA operated only on DL stock

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