Delta’s Pledge to Corporate Customers: Our Operational Performance Commitment

Safe, consistent operational excellence is the core promise of our 100-year brand

Our Operational Performance Commitment  

Your travelers deserve to arrive at their destination precisely on-time or early — every time. That is why we offer our industry-first Operational Performance Commitment (OPC), which pledges to compensate eligible corporate customers should Delta fall behind both American Airlines and United Air Lines in either completion factor and A0 arrival rate or mishandled bag complaints.  

We are Committed to You and Your Travelers

ON -TIME OR EARLY 

On -time means on -time. That is why we measure and rank our on-time performance only for flights that arrive early, or precisely on-time (A0). 

GLOBAL COVERAGE 

Your travelers’ business can take them around the world. That is why both domestic and international flights are included in our commitment. 

SYSTEM-WIDE 

Our Delta Connection® Carriers are an extension of our brand. So, it only makes sense that any Delta branded aircraft, mainline or regional, is measured. 

UNCONTROLLABLE EVENTS 

Business doesn’t take a rain check. We take into account any delay or cancellation, regardless of circumstances — including weather. 

BAGGAGE EXPERIENCE 

To run a successful business, your travelers need their tools. In our comprehensive commitment to you, we will stand behind our best-in-class baggage performance. 

Powered by Our People 

Our 100,000 global employees work around the clock to achieve best-in-class on-time performance, completion factor and baggage handling, all of which continues to create tangible value for both you and your travelers. This operational excellence is our commitment to you, and we look forward to delivering on our promise of added value for years to come. 

Terms & Conditions:

General Description of Operational Performance Commitment Benefit: The Operational Performance Commitment (“OPC”) is a beyond-contract value benefit available to select corporate accounts in good standing that have US point of sale discounts as part of their corporate sales agreement and an assigned US account manager that will provide remuneration to such accounts in the event that Delta Air Lines’ (“Delta”) operational performance is not as good as the respective operational performances of American Air Lines (“AA”) and United Air Lines (“UA”) as measured over a calendar year. Conditions for Remuneration:  To be eligible for any OPC payment, the following conditions must be satisfied:  1. the corporate account is not in breach of its Joint Corporate Incentive Agreement with Delta and one or more of its partner airlines (the “CSA”) during such calendar year; and 2. the corporate account has achieved at least a Ninety-five Percent (95%) Contract Fulfillment under its CSA during the applicable calendar year.  If a corporate account had two CSAs in effect during the applicable calendar year, the weighted average (based on days of the year) Contract Fulfillment under each of the CSAs will be used to determine the corporate account’s Contract Fulfillment for purposes of this condition; and 3. the corporate account must have a CSA in effect and in good standing as of December 31 of the applicable calendar year.   In addition, an eligible corporate account will be entitled to a passenger experience OPC payment with respect to a particular calendar year if, and only if, each of the following conditions are also satisfied: 1. Delta’s A-0 Rate during such calendar year is lower than each of AA and UA’s A-0 Rate during the same calendar year; and 2. Delta’s Completion Factor is lower than each of AA and UA’s Completion Factor during the same calendar year.  An eligible corporate account will be entitled to a baggage experience OPC payment with respect to a particular calendar year if, and only if, the following condition is also satisfied:  Delta’s Mishandled Baggage Report rate is higher than each of AA and UA’s Mishandled Baggage Report rate during the same calendar year.  Data Sources: Each of Delta’s, AA’s and UA’s A-0 Rate and Completion Factor will be based on the respective airline’s System Wide operations only during the applicable calendar year. The source for each of Delta’s, AA’s and UA’s A-0 Rate and Completion Factor will be based on the statistics reported by FlightStats, a leading independent aggregator of global aviation flight information. Each of Delta’s, AA’s and UA’s Mishandled Baggage Reports Rate will be based on the statistics published by the DOT’s Bureau of Transportation Statistics.  Payment Calculation: An eligible corporate account’s OPC payment amount, if any, will be dependent on the number of IROP Events experienced and number of checked bags by the corporate account’s Eligible Travelers (as defined in the CSA) during the applicable calendar year.  IROP Events and checked bags will be tracked via the corporate account’s ticket designator code.  Subject to the satisfaction of the applicable conditions set forth above, eligible corporate accounts whose CSA Contract Fulfillment Rate is between 95% and 109.9% will earn the following credits toward its OPC payments:

General Terms and Conditions: Delta reserves the right to change any of the rules, benefits, qualification requirements and terms and conditions of the OPC benefit at any time without notice.  Delta reserves the right to terminate the OPC benefit upon thirty (30) days’ notice. Delta reserves the right to terminate any corporate account’s participation in the OPC benefit at any time if the corporate account breaches its CSA.  Any such termination will result in a loss of all accumulated credits in the account’s UATP account and any accrued credits that have not been posted to the UATP account as of the date of termination.  In lieu of termination, Delta may at its sole discretion deduct credits earned under the OPC benefit from the corporate account’s UATP account but permit the corporate account to continue participating in the OPC benefit. The payment of any taxes, fees, and other government or imposed charges associated with the participation in the OPC benefit and benefits provided hereunder is the responsibility of the corporate account. The participation of a corporate account in the OPC benefit is solely at the discretion of Delta.

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