Welcome to Travel Leaders Agent Boot Camp Booking Policies

1. Welcome to Travel LeadersAgent Boot CampBooking Policies Phone: 800-747-3842 Passcode: 8957545# If you have not registered for Agent Boot Camp please visit www.travelleadersagentbootcamp.com now to register.

2. Program Manager – Distribution Strategy Scott Wilson September 12 & 26, 2013

3. Booking Violation Goal: Zero Debit Memos

4. How Does Delta’s Booking Policy Work How does it work? • Delta utilizes systems and processes to evaluate transactions to determine if there has been a violation to our published booking policy, if yes then a debit memo is generated for the violation. • The focal point of the policy is for booking activity that occurs prior to ticketing. • Delta utilizes ARC Memo Manager. Attached to all booking violation debit memos will be a file which contains all the segment detail for all booking violations. • Disputes for booking violation debit memos should be channeled through ARC Memo Manager. This is the most efficient method. • Booking violation debit memos are generated monthly and usually are distributed 30 days after the end of the month.

5. Types of Booking Violations Duplicate bookings (inventory) • Duplicate segments in a PNR • Duplicate segments across PNRs including overlapping and non-flyable itineraries Churning (inventory) Repetitive booking & cancelling during the month with little to no change in itinerary. Performed to circumvent ticketing time rules, GDS productive targets, customer convenience, etc. Inventory Circumvention (inventory) Circumventing/bypassing the inventory management controls applied on origin and destination (O&D) availability requests either before or after the End Transact Fictitious names (inventory) Speculative or fictitious names designed to hold inventory Invalid name changes (inventory) Name changes in violation to DL’s published policy Inactive Segments (GDS cost recovery) Segments cancelled by DL for ticketing time limit which are not removed by the agency prior to departure • 90% of booking violations are duplicate bookings (53%) or churning (34%)

6. Duplicate Bookings What is a dupe booking? • One of these conditions exist in one or more PNR’s concurrently; • Multiple segments to the same destination on the same date (i.e. same O&D) • Same day, same flight to the same destination regardless of the flight number or class of service • Overlapping flights (ATL-SLC-LAX, ATL-LAX, ATL-LAX in the same itinerary) • Multiple outbound segments with no return (ATL-LAX 15Jun, ATL-LAX 16Jun) • Non-flyable itineraries (ATL-LAX , ATL-SJO segments on the same day) How does it work? • Delta’s automated system checks at end transaction with no grace period. • Delta’s automated system has been performing these audits and cancelling the oldest duplicate for over 7 years. • Once a duplicate condition is detected a booking violation occurs. • Since the automated system cancels the oldest duplicate even if a customer agrees to pay the charges this is an unproductive practice as the segment is canceled so no duplicate inventory will not be retained. • Best way to avoid duplicate bookings is not to hold inventory if there is already a PNR or segment for that passenger to the destination.

7. Dupe Example Detail from attachment to debit memo in ARC Memo Manager Snapshot of PNR’s when violation detected – new PNR is kept old PNR is canceled

8. Churning What is churning? • A repetitive booking and cancelling of Delta inventory with little to no change to the itinerary over a month. • Bookings and cancels are evaluated equally each getting the same treatment and count as 1 segment. • Only segments with a status code of HK, SS, NN, HX, or XX and a previous status code of HK,SS, NN, or HX are evaluated for churn. • Activity on the initial booking creation date of the segment is not counted toward churning. Exclusions: • Accounts with a block space agreements. • PNR’s containing; • Group or sub-groups • Delta automatic upgrades • US military or federal government segments • How does it work? • Churning occurs when there are no content changes to the fields indicated in the matrix while reaching exceeding the threshold. • When the threshold is exceeded all of the segments up to and above the threshold are billed. • Churning evaluates segments activity not entire PNRs. • Avoid making repetitive bookings even if in different PNR’s or using different class of services with the itinerary. • Example: • A segment, without any change to the itinerary, is booked and canceled 6 times during the month. Result - no churning charges. • If the same segment is again booked then a churning violation for Scenario #1 will occur resulting in a charge of $24.50 (7 book/cancel x $3.50).

9. Churning Example Churning scenario #1, greater than six transactions during the month with no change to itinerary Activity on initial booking date does not count toward churning Total cost is 7 segments x $3.50 = $24.50

10. Take Aways • Understand what Delta’s booking policy is and is not. • Understand what activity to avoid thus preventing a booking policy violation and debit memo • Where to get more information and examples: • http://www.agents.delta.com/ • Included in the appendix of this presentation are more detailed business rules that can be saved and used for future reference. • THANK YOU FOR YOUR TIME!

11. APPENDIX

12. Inventory Circumvention - Business Rule • Description: • Circumventing/bypassing the inventory management controls applied on origin and destination (O&D) availability requests either before or after the End Transact • Suspicious booking/cancellation activity allowing agencies to gain access to closed classes of service (e.g., agency bookings SJU-JFK-GRU; cancels SJU-JFK and gains access to JFK-GRU local inventory which was not available) • Business Rules: • Timing - all suspicious leg bookings will be reviewed weekly • Actions: • Unticketed bookings will be cancelled • Ticket bookings will be documented and subject to a debit memo • Criteria: • Suspicious booking/cancellation activity allowing agencies to gain access to closed classes of service (e.g., agency bookings SJU-JFK-GRU; cancels SJU-JFK and gains access to JFK-GRU local inventory which was not available) • Booking must be created by a travel agency with a negative market table value greater than -$150 in coach and -$550 in business class • Market table value identifies the value of that segment to the network • Exceptions/Exemptions - none

13. Duplicate Segments Within a PNR - Business Rule • Description: • Duplicate segments within the same PNR • Business Rules: • Timing – Checked continuously at end transaction. Once the automated system detects a booking policy violation that violation cannot be remedied and will be charged. • Action • All of the Delta space/inventory for the duplicate segments that are cancelled are released. • Cancelled duplicate segments are in violation • Charges are assessed at $10 per segment • Criteria • Multiple segments to the same destination on the same date (i.e. same O&D) • Same day, same flight to the same destination regardless of the flight number or class of service • Overlapping flights (ATL-SLC-LAX, ATL-LAX, ATL-LAX in the same itinerary) • Multiple outbound segments with no return (ATL-LAX 15Jun, ATL-LAX 18Jun) • Non-flyable itineraries (ATL-LAX segment 1, ATL-SJO segment 2 on the same day) • Exceptions/Exemptions - none

14. Duplicate Segments Multiple PNRs - Business Rule • Description: Duplicate PNR’s for the same passenger • Business Rules: • Timing – Duplicates across PNR’s is monitored daily. Once the automated system detects a booking policy violation that violation cannot be remedied and will be charged. • Action • All of the Delta space/inventory in the cancelled PNR is released. • Delta’s business rules determine which of the duplicates is retained, usually the oldest PNR is cancelled and the most recent is retained but this may vary • All segments for all passengers in the PNR that was cancelled are in violation • Charges are assessed at $10 per segment • Criteria • Similar or exact name matches as well as itinerary matches are performed • Itinerary Overlap – a condition where a portion of the itinerary of one PNR is contained within the itinerary of another PNR • Identical Itinerary – a condition where the itinerary of one PNR contains all the same flights and dates (not classes of service) as a another PNR • Non-flyable – a condition where the itinerary in one places the passenger in a city and on a date from which it is not possible for them to pick up the first leg of the itinerary in another PNR • Exceptions • Duplicate PNR’s that are not from the same ARC/IATA number are cancelled by the automated system but NOT billed as a booking violation.

15. Invalid Name Change - Business Rule • Description: A name change to a PNR that meets one of the following criteria is a booking violation. • Business Rules: • Timing – Monitored continuously. Once the automated system detects a booking policy violation that violation cannot be remedied and will be charged. • Action • All of the Delta space in the PNR is cancelled and inventory is released. • All segments for all passengers in the PNR are in violation • Charges are assessed at $15 per segment • Criteria • Last name change of 3 or more characters. Adding or deleting to existing name is permitted. • Unlimited first name changes are permitted (except for India origin or destinations) • Last name changes can be made only once • Special industry business rules: • Group/convention bookings and split PNRs (i.e. B/G/C headers) • Cruise line agency locations • Military and government bookings using TTL OSI entry

16. Fictitious /Speculative Names - Business Rule • Description: Suspicious, speculative, or bogus names that are detected are immediate booking violations. • Business Rules: • Timing – Monitored continuously. Once the automated system detects a booking policy violation that violation cannot be remedied and will be charged. • Action • All of the Delta space in the PNR is cancelled and inventory is released • All segments for all passengers in the PNR are in violation • Charges are assessed at $15 per segment • Criteria – when detected all segments in the PNR even if already ticketed for all passengers are in violation. • Examples • Schedule A/B/C • Mouse/Mickey • Smith/A/B/C • Test/Delta • Mr. Test/Test • -1 Jones/Robert -2 Jones/TBD

17. Inactive Segment - Business Rule • Description: • All inactive segments are completely avoidable given the agency manages their PNR’s and queues • Segments cancelled by the automated system which were not ticketed by the ticketing time limit. The segments are queued back to the agency for cancellation. If segments are not cancelled by the agency prior to departure date then a booking policy violation occurs • Business Rules: • Timing – ticketing time limits are enforced continuously • Action • All of the Delta space in the PNR is cancelled and inventory is released. • Charges are assessed at $3.50 per passenger per segment • Exceptions/Exemptions - none

18. Booking Policy – Quiz • What are two reasons Delta has a booking policy. • Protect inventory* • Recover GDS costs* • Generate revenue • What are the two most common policy violations? • Inventory Circumvention & Inactive Segments • Dupes & Inactive Segments • Dupes & Churning* • Churning & Inactive Segments • What system does Delta distribute booking policy violation debit memos? • Delta Distribution • ARC Memo Manager* • WorldAgentDirect • What is the most expensive type of booking policy violation ? Inventory circumvention • Inventory Circumvention* • Churning • Duplicate Booking • Booking violations are avoidable. • True* • False • Bonus question -> Was this information and session beneficial ? • Yes, very beneficial • Best 20 minutes of my life • Of course • All of the above*