Delta has updated its Domestic Contract of Carriage. Effective for tickets issued on/after July 30, 2020, Rule 19 of the Domestic Contract of Carriage has 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:
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:
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:
* 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:
For questions, please contact Global Sales Support or Delta Reservations for assistance.
