Delta has updated its Canadian and International Contracts of Carriage. Effective for tickets issued on/after August 17, 2020, Rule 240 of the Canadian Contract of Carriage and Rule 20 of the International Contract of Carriage have been amended and refunds for delayed flights will only be provided on passenger request if the delay is 120 minutes or more. Our Schedule Change and Irregular Operations policies have been updated as follows:

Schedule Changes – Non-Refundable Tickets

When an advance schedule change occurs, travel agencies can refund a non-refundable ticket when there has been a Delta schedule change if one or more of the following apply:

• A delay of 120 minutes or more*
• A change in the routing of a scheduled Delta flight which adds one or more stops to the original itinerary
• A change in equipment from Delta Mainline to Delta Connection carrier
• Any change that causes a misconnect
• If a flight cancels and no comparable or acceptable routing is available within 120 minutes 

Irregular Operations – Non-Refundable Tickets

Travel agents worldwide can refund a wholly unused non-refundable ticket when there has been a Delta Irregular Operations (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 which is 120 minutes or more*

* A delay of 120 minutes or more of either the original departure or arrival time.

Required PNR Documentation

Please reference each of the above policies on Delta Professional for all PNR documentation requirements.

In addition to the information above, to provide clarification for PNR documentation requirements, the “Required PNR Documentation” sections on the Schedule Change and Irregular Operations pages of Delta Professional were updated as follows:

For Schedule Changes

Required PNR Documentation

When the qualifying schedule change or flight cancellation 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.

PNR must be documented with the following OSI entry:

OSI DL REFUNDED PER UNACCEPTABLE SKED CHG/ DATE (impacted flight date)

For Irregular Operations

Required PNR Documentation

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)

Questions

For questions, please contact Global Sales Support or Delta Reservations  for assistance.