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Delta Customer Commitment
In response to the tremendous growth of air travel and the demanding need for excellence in customer service, Delta has joined other U.S. airlines and the Air Transport Association (ATA) in an effort to provide passengers with a clear understanding of our industry's commitment to meet essential performance objectives.
We have outlined our responsibilities and how we will fulfill them below in 12-key points, effective December 15, 1999. We intend to ensure that your air travel experience will encompass, to the best of our abilities, the most comprehensive customer service possible. To emphasize the importance of meeting these essential performance objectives, Delta officially adopted the Customer Commitment as part of its Contract of Carriage.
Before You Fly
1. We will offer on our telephone reservation system, airport ticket counters, and city ticket offices the lowest published fare for which the customer is eligible for the date, flight, and class of service requested.
- Our telephone representatives will identify money-saving alternative itineraries if your travel schedule is flexible.
- Our telephone reservation recording will alert you that lower fares may be available online.
2. We will give you time to compare our fares with those of other airlines by:
- holding your telephone reservation without payment until midnight one day after the reservation is made, and guaranteeing the fare if you buy your ticket with Delta. For example, a reservation made by telephone anytime on Monday will be held without payment until midnight on Tuesday.
- giving you more than the 24-hour holding period adopted by the Air Transport Association (ATA) member airlines.
Note: Once your trip is ticketed, your travel plans will be considered firm.
3. We
will issue refunds for eligible domestic tickets within seven business days for
credit card purchases and 20 business days for purchases made by cash or check.
For refund assistance:
- Contact any Delta ticketing location, or your travel agent.
- Request refunds on electronic tickets by calling Reservations Sales at 800-221-1212.
- Call 800-847-0578 or 404-715-5417, if you need assistance with a refund.
4. We
will inform you, upon your request by telephone, if the flight on which you are
ticketed is overbooked. We also will provide information at airports about our
policies and procedures for handling situations when all ticketed customers
cannot be accommodated on a flight.
Our policies and procedures include:
- notifying you of required check-in times through our reservations phone line, and listing this information on ticket jackets and flight timetables.
- letting you know, upon your request, if your flight is overbooked through Reservation Sales or our customer service representatives.
- offering Delta Dollars if you voluntarily give up your seat. (Delta Dollars are transportation credits that can be used toward the purchase of another Delta ticket to the destination of your choice or for other travel-related services.)
- providing notice explaining our obligations and the compensation you will receive if you are involuntarily denied boarding.
- rebooking you on the first available Delta flight to your ticketed destination if you are involuntarily denied boarding. (If a Delta flight is not available, we will strive to provide comparable accommodations on another airline that we have a ticketing agreement with.)
- providing meal allowances and hotel accommodations at Delta-contracted facilities, if you are away from your home or at your destination and are involuntarily bumped from a flight and we are unable to accommodate you on an alternative flight on the same travel day. If hotel accommodations are unavailable, we will compensate you with a voucher commensurate in value with the contracted hotel rate.
5. We will provide you with timely and complete information about policies and procedures that affect your travel, including:
- changing aircraft on a flight that has a single flight number.
- We will inform you of this change before you book your reservation on the telephone, when purchasing online, and in writing with any paper ticket or electronic ticket receipt.
- canceling the remainder of your flight, if you cannot fly each segment of
your trip.
- We will provide information on our cancellation policies at the airports, on ticket jackets and online (see Travel section, Reservation, Ticketing Changes).
- providing frequent flyer details.
- We will make all important rules, restrictions and redemption information available online (see SkyMiles section, Membership Guide & Program Rules), in our Securities and Exchange Commission 10K report, in our SkyMiles membership guide and program rules booklet, and in the information kits provided to new SkyMiles members.
- providing aircraft configuration, including seat size and pitch.
- We provide aircraft configuration and seat width and pitch ranges online (see Travel section, Maps & Guides, Aircraft Configuration) and through our reservation and airport agents.
6. We will ensure our domestic codeshare partners commit to providing comparable consumer plans and policies. Our partners are regional airlines that connect small- and medium-sized markets with Delta's network.
- We will conduct performance audits to confirm partners' participation in the ATA Airline Customer Service Commitment through our subsidiary, Delta Connection Inc.
- We will provide service differences due to aircraft configuration or operational infrastructure online (see Travel section, Maps & Guides, Aircraft Configuration).
At the Airport
7. We
will provide you with information about our policies and procedures for
accommodating disabled and special needs customers, and unaccompanied minors.
Disabled
and Special Needs Customers
- A brochure outlining our policies and procedures will be available in airports, ticket offices, and online. We also publish informational brochures in Braille.
- We currently offer:
- transportation to and from gates either by wheelchair or, in several locations, electric cart.
- boarding assistance.
- assistance with vision, hearing or mobility difficulties while in the airport and on the plane.
- accommodation for certain medical requirements, such as onboard oxygen service or dietary needs, with proper notice (see Travel section, Traveler Services, Services for the Disabled, or call 800-221-1212).
Note: Supplemental oxygen is not available on Delta Express, Delta Shuttle or Delta Connection flights.
- In ensuring the high quality of these services, we have:
- appointed a full-time disabilities manager to focus on services for the disabled.
- designated in each airport an employee who is responsible for ensuring disabilities policies and procedures are properly implemented.
- enhanced our disabilities training program for employees and expanded it to include contract personnel.
- updated to our reference materials so that all customer contact employees and contract personnel are familiar with our policies and procedures.
Children Traveling Alone
- We will provide detailed information to parents with children between the
ages of 5 and 11 who will be traveling alone, including the child's itinerary
and our policies and procedures.
Read our brochure, Delta Travel Guide: When Your Child Flies Without You, available in airports and city ticket offices on how we can make your child's trip with Delta "hassle-free for your child and worry-free for you."
- Our policies ensure the safety and well being of children traveling alone
including:
- taking good care of your child during his or her flight and not releasing a minor traveling alone to anyone other than the person you have designated.
- providing unaccompanied passenger service for children ages 5 to 11. We are also happy to provide these service to children ages 12 through 17 traveling alone. (Fees apply for unaccompanied minor service.)
8. We
will provide full and timely information on the status of delayed and canceled
flights including:
- providing, through our gate agents and flight crews, consistent timely updates on the status and causes of delayed flights.
- providing flight status information by calling, 800-325-1999.
- providing meal allowances and hotel accommodations at Delta contracted facilities, based on availability, when customers who are away from their home or destination are inconvenienced overnight due to a delay or cancellation within Delta's control. If accommodations are unavailable, we will compensate the customer with a voucher commensurate in value with the contracted hotel rate.
- calling customers to notify them of cancellations when the event is known at least two hours before departure, averting a frustrating trip to the airport.
- installing new flight monitoring technology that will improve our capability to track delays and help us relay more complete information.
9. We
will provide full and timely information regarding the status of a flight if
there is an extreme delay after you have boarded or after the plane has landed,
and we will provide for your essential needs such as food, water, heat, air
conditioning, and restroom facilities while onboard.
If an extended departure delay is expected prior to or occurs after pushback from the gate, we will:
- make timely announcements regarding the flight status on a consistent basis.
- allow customers to use cell phones and laptop computers and move freely about the cabin, in accordance with safety and federal guidelines.
- make every reasonable effort to ensure the aircraft is properly serviced and appropriately provisioned based on factors such as aircraft type, trip length and destination.
- monitor any customer situations surrounding passenger or employee safety or security which would require the flight crew to return the aircraft to the gate.
If the aircraft has landed and no gate is available, Delta will:
- make timely announcements regarding the flight status on a consistent basis.
- allow customers to use cell phones and laptop computers and move freely about the cabin, in accordance with safety and federal guidelines.
- notify Delta operational officials to accelerate a resolution after 60 minutes.
- apprise appropriate Delta senior management of the situation should it extend beyond two hours.
We are also working with airports to develop clear and consistent procedures to ensure safety and limit inconvenience during an emergency. This includes gate and ramp sharing with other airlines and making essential services available inside the airport.
After Landing
10. We
will strive to return your misplaced baggage within 24 hours, and we will
attempt to contact owners of unclaimed baggage when a name and address or
telephone number is available.
Notify a Delta employee at
the airport if you cannot locate your baggage. To check on the progress of your
bag search, call 800-325-8224, fax 404-773-0691, or visit us online.
- We use scanning technology to identify the location of all unclaimed baggage which assists us in quickly reuniting you with your property.
- We will initiate daily telephone calls when proper contact information is provided on baggage in our continued effort to reunite customers with their bags.
- Our Customer Care Department will continue efforts to locate bag owners for bags unclaimed after five days.
11. We
supported a proposal by the U.S. Department of Transportation to increase the
per passenger domestic baggage liability limitation. The limitation was
increased from $1,250 to $2,500.
- At the urging of Delta and other member carriers, the ATA filed comments with the Department of Transportation August, 27, 1999, supporting the increase for the per passenger baggage liability limitation from $1,250 to $2,500.
- The amount will include periodic adjustments for inflation.
12. We
will respond to written customer complaints within 30 days exceeding the 60-day
response standard adopted by ATA member airlines.
We have a dedicated, trained Customer Care staff to answer your inquiries.
Express your travel comments by:
- calling us at 800-221-1212 or your usual SkyMiles Member Services number.
- mailing them via Delta's postage-paid Customer Comment card in Sky magazine.
- E-mailing us.
- mailing them to Delta Air Lines, P.O. Box 20980, Atlanta, GA 30320-2980.
Note: Delta Customer Commitment applies to domestic travel only.
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