New Delta Credit Voucher

Processing Instructions for the
New Delta Credit Voucher
A Customer Service Tool for Retail and Food Purchases
Effective Date: December 5, 2011
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Table of Contents
This document outlines guidelines for processing Delta Air Lines’ Lines new Credit Voucher and is intended to
educate all merchants and management of merchants who operate in or surrounding an airport. This
document can be used as a training document.
� What is a Credit Voucher?
�� Vendor Benefits
� How Does a Credit Voucher Work?
� Voucher – Important Program Points
� Voucher – Additional Program Details
� Credit Voucher Terms and Conditions
� Frequently Asked Questions
� Contact Information
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What is a Credit Voucher?
The credit voucher is the new Delta Air Lines distressed passenger tool. Passengers that experience delays,
cancellations, and other service failures beginning in December 2011 (see implementation timeline on page
4 for details) will be issued a credit voucher to purchase whatever they need during their extended time in the
airport airport.
The voucher will be a free spend amount that can be used for any retail or food purchase up to the amount on
the voucher. The voucher works like a credit card and can be used where MasterCard is accepted.
Restrictions may apply.
Credit vouchers are printed on Delta Air Lines boarding paper and contain pre-populated customer information
and voucher details.
Vendor Benefits
You have increased sales opportunities!
Customers can purchase any retail or food product(s) and can use the voucher at multiple retail and food stores in or
surrounding the airport. On average, Delta’s vouchers will be in higher amounts than what is issued today.
You are paid faster!
You will be paid on your current MasterCard cycle.
You have less paperwork to complete!
You no longer have to submit invoices to Delta Air Lines for payment.
GXVQES
DL0073 JFK 29SEP11
HEATHCLIFF TRUMP
MASTERCARD:
5555 1234 5678 9090
CVC: 123 EXP: 10/11
Credit Voucher
$25.00 USD*
And one headset or alcoholic
beverage onboard
VALID THRU DDMMMYY HHPM EST
VOUCHER SAMPLE 1 (Illustrative)
The following Terms and Conditions apply to the credit voucher:
*In the Airport: Use multiple times up to the value of the voucher where
MasterCard is accepted.
Onboard: Show a valid voucher for one headset or alcoholic beverage.
Restrictions may apply. Must be used by the valid through timestamp. May
not be redeemed for cash. Additional forms of payment required for
purchases greater than the value of the voucher voucher. No cash refunds are
available for purchases. Delta Air Lines is not responsible for purchases
made with the voucher. Valid ID required with use - exceptions made for
children under 18 only. Not replaceable if lost or stolen. May not be
transferred, sold, bartered, duplicated or altered. Subject to all applicable
laws and void where prohibited by law. See www.delta.com/creditvoucher
for current Terms and Conditions. By redeeming, passenger
acknowledges the Terms and Conditions and agrees to be bound by them.
Terms and Conditions are subject j to change g at any y time.
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How Does a Credit Voucher Work?
Customer
has a
delayed/
cancelled
flight or a
service
failure
Passenger
Name
(Verify ID)
Customer & Vendor
Use By date
(A (Authorize th i th the
purchase BEFORE
this time)
Where to go
for Terms
and
Conditions
Customer
receives a
credit voucher
on Delta
stock paper
(from self
service printer
or Agent )
Airport Environment
Customer
uses the
credit
voucher at
airport
merchants
that accept
MasterCard
VOUCHER SAMPLE 2 (Illustrative)
GXVQES
DL0073 JFK 29SEP11
HEATHCLIFF TRUMP
MASTERCARD: 5555 1234 5678 9090
CVC: 123 EXP: 10/11
Credit Voucher
$25.00 USD*
And one headset or
alcoholic beverage
onboard
VALID THRU DDMMMYY HHPM EDT
*In Airport: Use multiple times up to the value of the
voucher where MasterCard is accepted. Restrictions
may apply.
Onboard: Show a valid voucher for one headset or
alcoholic beverage.
For Terms and Conditions, visit
www.delta.com/creditvoucher.
Airport
merchants
process the
credit
voucher as a
card not
present
transaction
Merchants
are paid
through their
standard
MasterCard
process
MasterCard Credit
Account Number
Security Code &
Expiration Date
Maximum
Amount
Available
Special
Customer
Instructions
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Voucher - Important Program Points
Key Things to Remember About Voucher
� Intended for Passenger Use Only (e.g. Delta employees are prohibited from use)
� Voucher can be used multiple times at retail and food stores in or surrounding the airport
� You must accept MasterCard to accept the credit voucher.
� Verify customer ID. A current boarding pass should be accepted for children under 18 only.
� Customers can use multiple credit vouchers (e.g. in the same family) on a single purchase.
� Credit vouchers are limited to the printed amount amount.
� Accept the credit voucher as a card-not-present transaction. Input the 16 digit account number, expiration
date and security code.
� Food Vendors: Please continue to accept the old meal vouchers and process using invoicing instructions
located at www.nhisolutions.com/service-delta.php.
� Local Delta airport offices will not be able to answer questions about credit vouchers. Direct all inquiries to
the contact(s) listed on page 8.
� FFollow ll th the steps t outlined tli diin thi this ddocument ttto receive i payment tquickly. i kl
Payment Policies
Staple the purchase receipt to the voucher to help
customers track the credit voucher balance.
� Credit voucher must be authorized for the full amount of the purchase when used (e.g. item price + tax + tip, if
applicable).
� No payment will be made from Delta or MasterCard for any value over the available amount at time of
purchase. p
� The credit voucher MUST be authorized BEFORE the valid thru date and time shown on the credit voucher.
Authorizations attempted after the valid thru date and time will decline.
Implementation Timeline
� New Credit Voucher Launch in Orlando (MCO) Week of December 5, 2011
— Please note that other stations will potentially encounter Credit Vouchers as passengers continue with their
travel from MCO
� New Credit Voucher Launch for all other Domestic (1) Delta Locations January – March 2012
— Domestic locations include the 48 contiguous United States, Alaska, Hawaii, Puerto Rico, and US Virgin Islands
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Voucher – Additional Program Details
� Check that the voucher is not past the valid thru date and time on the voucher.
� Check the value of the voucher to ensure purchase does not exceed the voucher amount.
— If purchase exceeds credit voucher amount, notify customer and ask how they will pay remaining
balance.
— In cases where the credit voucher purchase is less than the listed amount, merchants may
only charge for the amount of the purchase (item price + tax + tip, if applicable).
� There are no cash refunds to the voucher. You should offer an exchange or store credit to the customer.
� If an authorization request is “declined”
– Check the valid thru date and time. Do not accept an expired voucher.
– Ask the customer if a portion of the voucher has been used. Authorize only for the remaining balance.
� Merchants can be subject to “charge backs” for settlements obtained without credit card
authorization (forced posting).
� The customer is not required to sign for the credit voucher transaction.
� Do NOT send the voucher to Delta Air Lines once the MasterCard transaction has been approved.
� Each printed credit voucher contains a CVC code. Some merchants have a POS machine that requires
a CVC number to obtain an authorization.
� Merchants are typically reimbursed by their bank within three to five days of successfully obtaining an
authorization.
� Bank settlement may be prohibited, in some cases, when merchants do not “finalize / close” the
transaction.
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Terms and Conditions
Vendor Terms and Conditions
� Intended for Passenger Use Only (e.g. Delta employees are prohibited from use)
�� The credit voucher can be used multiple times up to the value of the voucher voucher. Staple the purchase receipt
to the voucher to help customers track the remaining balance.
� Card Acceptance: The credit voucher can be used where MasterCard is accepted. Restrictions may apply.
� Valid ID required with use. For children under 18 only, please accept a Delta boarding pass as ID. Not
replaceable if lost or stolen.
� Cash value: The credit voucher may not be redeemed for cash.
� Additional Forms of Payment: Purchases can be made for an amount greater than the value of the credit
voucher by use of another form of payment. The merchant must be advised by the customer of the available
amount on the credit voucher.
� The credit voucher must be used by the valid thru date and time.
� The terms and conditions are subject to change at any time. The current terms and conditions applicable to
the use of this credit voucher are available at www.delta.com/creditvoucher.
Customer Terms and Conditions
� The credit voucher can be used multiple times up to the value of the voucher.
� Card Acceptance: The credit voucher can be used where MasterCard is accepted. Restrictions may apply.
� Cash value: The credit voucher may not be redeemed for cash.
� Additional Forms of Payment: Purchases can be made for an amount greater than the value of the credit voucher
by use of another form of payment. The merchant must be advised of the available amount on the credit voucher.
� Refunds/Returns: There are no cash refunds available for purchases made with the credit voucher. Delta Air Lines
assumes no responsibility for purchases made with VCA.
� Transferability: y The credit voucher can only y be redeemed by y the ppassenger g listed on the credit voucher. Valid ID
will be required for purchases. For children under 18 only, please accept a Delta boarding pass as ID.
� Theft/Loss: The credit voucher will not be replaced if lost or stolen.
� Sale/Barter Prohibited: The credit voucher may not be sold or bartered. Credit vouchers obtained through
prohibited sale/barter transactions are void and will not be honored.
� Duplicated or altered credit vouchers will not be accepted.
�� The credit voucher must be used by the valid thru date and time time.
� The credit voucher is subject to all applicable laws and void where prohibited by law.
� By redeeming the credit voucher, the passenger acknowledges the content of these Terms and Conditions and
agrees to be bound by them.
� The terms and conditions are subject to change at any time. The current terms and conditions applicable to the
use of this credit voucher are available at www.delta.com/creditvoucher.
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Frequently Asked Questions
1. Do I have to accept MasterCard to accept the Delta credit voucher?
— Yes, you must accept MasterCard to process the voucher.
2. Can customers use multiple credit vouchers to make a purchase?
— Customers can use multiple vouchers to make purchase(s). A valid ID (or current boarding pass for
children under 18 only) must be presented for each voucher.
3. Can Delta Air Lines employees make purchases with the voucher?
— No, the credit voucher is issued to Delta Air Lines passengers only. No employee should present a
voucher for payment payment. Report any Delta employee using the voucher by emailing their name and/or
employee ID number to dlcreditvoucher@delta.com
4. What is considered a retail purchase?
— A retail purchase includes merchandise, and most services. Restrictions may apply (e.g. no gambling
purchases, etc).
55. What should I do if …
… I do not have internet access/live feed for authorization?
— Credit vouchers should be processed real time to maintain the integrity of the balance.
… I do not have enough time to authorize the voucher before it will expire?
— Credit vouchers must be authorized prior to the valid thru date and time shown on the front of the
voucher. We recommend that you do not accept a voucher from a customer if you will not have time to
process it bbefore f it expires. i
… the customer does not know the voucher balance?
— Customers are responsible for maintaining the balance on the credit voucher. Do not direct
customers back to Delta representatives for balance inquiries.
… the authorization is declined?
— Verify that the current time is not past the valid thru date and time shown on the front of the voucher.
— Ask the customer if the voucher has previously been used. Only authorize for the remaining balance.
… a customer wants to return an item purchased with the voucher?
— There are no cash refunds. You should offer to exchange the item or issue a store credit.
… a customer wants to make a purchase for more than the available amount on the voucher?
— Customers can use additional forms of payment. The customer must know the available amount on the
credit voucher.
… the customer ID does not match the name on the voucher?
— Credit vouchers are issued in the name of passengers who have been inconvenienced and are
intended for use by that passenger only. The voucher cannot be transferred, sold or bartered. Please
check ID and do not accept p
vouchers without a valid ID match.
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Contact Information
Please reference the following contact with questions:
� Vendor Assistance Hotline
— (331) 725 – 2700
— Hours: 9amEST – 5pmEST / Monday – Friday
— Available December 5, 2011 – March 30, 2012 (Except Holidays)
� Vendor Assistance Email
— dlcreditvoucher@delta.com
— Available November 28, 2011 – Indefinitely
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