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Step 1: Gather Your Information Before you call, preparation is key. This will save you time and help the agent resolve your request faster. Have the following items ready:
6-Digit Booking Confirmation Code (PNR)
Flight Numbers and Dates (Original and desired new dates/times)
Passenger Names (As they appear on the reservation)
Delta SkyMiles Number (If applicable)
Credit Card (If you anticipate a fare difference or change fee)
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Same-Day Confirmed: Moving to an earlier or later flight on the same day (often for a fee, but free for some Medallion members).
Changing Dates: The agent will inform you of any fare difference. If your original ticket was non-refundable, the value of that ticket will be applied to the new one, and you will pay the difference (plus any applicable change fee, though Delta has eliminated these for most domestic and international tickets originating in North America).
Weather Waivers: If you are calling due to a weather event, mention it. The agent can check if a travel waiver is in effect, which would allow you to change your flight without a fee.
Step 5: Confirm Changes and Receive Your Updated Itinerary Once you have selected a new flight, the agent will confirm the total cost (if any) before making the change. After you agree, they will process the change and issue a new e-ticket. Crucially, ask the agent to send you an email confirmation of your new itinerary while you are still on the phone. Verify the new dates, times, and a new e-ticket number before you hang up.
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Medical Reasons and Personal Emergencies If you need to change or cancel your flight due to a sudden illness or a family medical emergency, calling is essential. While standard ticket rules apply, an agent can explain your options with compassion.
Cancellation: They can process your cancellation. If you have a non-refundable ticket, you can typically apply the value to a future flight (minus any applicable fee).
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Be Clear and Polite: Start the call by clearly stating your name, your confirmation code, and your exact request (e.g., "I need to change my flight," "I want to inquire about an upgrade"). Remember that the agent is there to help you; a little politeness goes a long way.
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Bad: "My flight is messed up."
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Ask About Your Options: Don't just take the first option given. Ask questions like, "Are there any other flight times that would be cheaper?" or "What if I fly out of a nearby airport?"
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