Refund, Exchange and Void Guidelines   

Follow the below guidelines for refunding, exchanging or voiding Delta-plated tickets issued by your agency.


Refunding Delta-Plated Agency Tickets

  • Travel Agencies may only refund Delta tickets previously issued by the same agency.
  • Refunds can only be issued to the person authorized to receive the refund.
  • All refunds must be issued in the same form of payment used to purchase the ticket.
  • The travel agency must ensure that a refund is allowed based on fare requirements.
  • For ARC agencies, refunds must be process on an Interactive Agent Reporting (IAR) following the procedures listed in the ARC Handbook.

Refundable Tickets    

  • Domestic - wholly unused refundable tickets may be refunded by the travel agency who originally issued the ticket for up to one (1) year from the original date of issue, using normal ARC processing.

  • For fully refundable tickets where domestic travel is solely within the 50 US or between the 50 US, Puerto Rico, U.S. Virgin Islands or Canada, taxes, fees and applicable surcharges are refundable.

  • International- wholly unused refundable tickets may be refunded by the travel agency who originally issued the ticket for up to one (1) year from the original date of issue, using normal ARC processing.

  • For international travel, for wholly unused tickets purchased at a fare that is fully refundable  Delta will issue a full refund.
     
  • No request for a refund will be processed unless it is received within the specified ticket validity period.

  • The amount of the refund will be calculated as follows:

    • If no portion of the ticket has been used, Delta will refund the total fare and all taxes, fees or charges paid
      .
    • If partially used, a travel agency will have to send the refund request to Delta to be calculated and Delta will refund any residual value and associated taxes, fees or charges paid.

Combination of Refundable and Nonrefundable Fares on Tickets

  • Domestic - For part refundable and part nonrefundable where travel is solely within the 50 US or between the 50 US and Puerto Rico, U.S. Virgin Islands or Canada, Delta will refund the refundable fare segment and associated taxes.  Delta will not refund the nonrefundable fare segment and associated taxes.

  • International - For international travel, for tickets issued with a combination of refundable and nonrefundable fares, Delta will process a refund of the refundable segment and all applicable taxes, fees and charges applied to the entire ticket.

Non-Refundable Tickets

  • Non-refundable tickets have no refund value, but may be eligible for reissued towards new travel for an applicable ASC fee (subject to fare rules).

    • Domestic  - Regardless of point of sale, Delta does not refund any taxes, fees or surcharges collected upon solely domestic nonrefundable tickets (travel within the 50 US or travel between the 50 US, Puerto Rico, U.S. Virgin Islands or Canada).

    • International – Delta will not refund any portion of a fare or surcharge (YR) that is nonrefundable. 

    • Delta will refund taxes, fees or charges collected upon nonrefundable tickets for international transportation only where required by law or where such taxes were collected in error and the passenger submits evidence of exemption from the tax, fee or charge to Delta in connection with a timely refund request.  

Exceptions: In some cases, travel agents may refund a nonrefundable ticket due to a Delta Schedule Change or a Delta Irregular Operations event.


Note1: If a passenger is holding an expired ticket where the expiration date is now past date, it is truly expired. An expired ticket has no value left on the ticket.

Note2: Travel agencies cannot issue a refund for a Delta non-refundable ticket, even if the passenger has a physician's letter stating they cannot travel due to their own illness or the illness of a family member. A refund application should be completed and forwarded to Delta with supporting documents. If a refund is issued due to death of passenger, please keep a copy of the Death Certificate on file, for support of refund, in case the travel agency receives a debit memo.


Ticket Exchanges

Travel agencies that report through ARC may issue an MCO for residual value when reissuing a nonrefundable domestic or international ticket.

  • Delta tickets are nontransferable.  Travel agents are not permitted to transfer/reissue a ticket into the name of another traveler.

  • The MCO must be issued as Nonrefundable/Valid Delta Only

  • Agencies may issue an MCO for the residual amount less the ASC. If the residual amount does not cover the entire ASC, an additional collection for the remainder of the ASC is required.

  • Any remaining value must be issued in the form of a nonrefundable MCO, Valid DL Only.

  • Agencies are not permitted to transfer/reissue MCOs into the name of another traveler. The passenger named on the MCO must present the document to Delta in order to transfer to another passenger.

  • MCOs are not replaceable if lost or stolen.

  • Travel agencies who originally issued a refundable ticket can reissue a new ticket and process the refund for the residual value back to the original form of payment. Please check the complete fare rules of the original fare on the original ticket for additional information.

Void Tickets

Reporting via ARC

ARC has a One Business Day Ticket Voiding policy for their accredited travel agents. In addition, the void window for manually entered transactions is midnight on the date of issue.

For more details please read the Amendment to the IAR Void and Modification Windows communication bulletin.

If you have any questions, you may contact ARC at (703) 816-8003 option 5. For specific instructions regarding voiding a transaction, please contact your GDS help desk.

Void Exchanges

For ARC-accredited agencies, Delta allows a travel agency to void an exchange transaction through their IAR by 11:59 PM on the same day it was issued.

Void Refunds

For ARC-accredited agencies, Delta allows a travel agency to void (cancel) a refund transaction through their IAR by 11:59 PM on the same day it was issued.

Additional Resources

Additional information regarding requesting a refund for a ticket issued on Delta 006 ticket stock may be found below in the applicable Contract of Carriage.

Contract of Carriage: International

  • Refunds Rule 23

Contract of Carriage: United States

  • Involuntary Refunds Rule 22A

  • Voluntary Refunds Rule 22B

Contract of Carriage: Canada

  • Involuntary Refunds Rule 260

  • Voluntary Refunds Rule 270

 

Refund Status Contact Information

Travel agents may visit delta.com or call 800-847-0578 to check the status of a refund.

In addition, travel agents may use the address below to check the status of a refund or send a request for a refund via mail or FAX.

Addresses and FAX Number   

Delta Air Lines
Passenger Refunds
P.O. Box 20537
Atlanta, Georgia 30320

Overnight courier service address:

Delta Air Lines
Passenger Refunds
700 S. Central Avenue
Hapeville, Georgia 30354

FAX Number
404-715-9256

 
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