Pass privilege misconduct being investigated

June 24, 2010

Delta is addressing reports of employee misconduct involving their pass travel privileges.

Mike Campbell, e.v.p.-Human Resources and Labor Relations, sent a memo to all employees Thursday detailing some of the examples of reported violations. Infractions include employees adding individuals not related to them to their pass accounts as parents, stepparents and nondependent children; adding more than 30 dependents to their travel accounts, none of whom are eligible for pass travel; accepting money in exchange for access to travel privileges; and providing individuals access to pass travel for business purposes.

“This is dishonest, impacts our profit sharing and jeopardizes the integrity of our company,” Mike told employees. “We take this abuse seriously and local leaders have already started addressing these violations, including suspension of pass travel privileges or, in some cases, termination.”

Employees should regularly review Delta’s pass travel policies and eligibility guidelines, which are available on the Employee Connection Travel site on DeltaNet. Employees should verify that only eligible pass riders are listed in their account and that they are traveling for leisure purposes only.

Mike indicated changes that will be necessary because of the misconduct concerns.

“In response to the recent abuse, we will have to tighten up the processes for how we add, remove, validate and track our pass riders moving forward.” Mike said. “In addition, all pass riders will be included in regular eligibility audits in the future and employees will be required to provide documentation supporting their relationship with their pass riders. Additional details about these changes will be communicated to you as they are rolled out.”

                                                                         

                                                                            

  Delta Air Lines Colleagues Worldwide

From:

Mike Campbell

Subject:

Pass Travel Etiquette

We know that pass travel privileges are important to Delta people, and we continue to improve on our industry-leading program.  For example, in the past few months we have rolled out online check-in and a self-service electronic Zonal Employee Discount program, expanded the eligibility pool for our Fly Confirmed for Even Less program and extended the S2 flight day.  While pass travel is a great privilege, we must all remember our responsibilities which have not changed - whenever we fly as nonrevs. 

While Delta people generally have a good grasp on our expectations and we have been able to relax some of our more rigid policies (like the pre-2007 structured nonrev dress code), occasionally some of our pass riders are not as well informed on pass travel etiquette.  As we prepare for the busy summer travel season, we would like to review pass rider etiquette, or what we call Jetiquette.  Since the behavior and appearance of pass riders has a direct impact on the operation, it's important that we remind our pass riders (especially buddies) of our expectations when they travel as a nonrevenue passenger on Delta.

Please visit the Pass Travel site on Employee Connection where we hâve introduced several tools that highlight the major do's and don'ts of pass travel, as compiled by frontline employees in Airport Customer Service and In-Flight Service.  In the "Nonrev No no " video, frontline employees volunteered to reenact situations they encounter on a daily basis with uninformed pass riders.  Employees also participated in a Glamour Do's and Don'ts photo shoot to illustrate appropriate, as well as inappropriate, pass rider attire.  You might think some of these light-hearted and humorous photos are over-the-top, but unfortunately, similar scenarios have occurred in the recent past.  Please familiarize yourself with the information, see if you can pass the test, and print off a pass pocket card for you and a Buddy-quette factsheet for your buddies the next time they plan a trip. 

As the primary pass rider, its up to you to keep your eligible pass riders and buddies informed of our pass travel policies, procedures and expectations.  Lets review the basics:

•Nonrevenue travel is standby, and all of your pass riders ând buddies in particular - need to understand that a seat is never guaranteed.

•A high degree of flexibility and a back-up plan are needed to enjoy our travel privileges.  If you, your eligible pass riders or your buddies need to travel to an important event on a set date, they may consider visiting delta.com for a competitively priced, confirmed ticket.  Better yet are Deltas Fly Confirmed Discount Program which offers confirmed tickets at a 20% or higher discount and is available for you and certain eligible pass riders.

•The appearance and behavior of our pass riders never takes away from a safe and comfortable experience for our revenue passengers; they keep us in business!

•Our Airport, Reservations and In-flight colleagues do a great job providing great customer service and with our high load factors, they stay busy.  Be kind to them and follow any directions they provide.  We âre all on the same team!

•Use discretion when traveling as a pass rider (or on company business).  Don't draw attention to yourself by wearing your Delta ID or bragging about your pass travel privileges.

Most of us display the same professional and respectful behavior when traveling for pleasure that we display on the job.  It's important that the others we allow to use our valuable pass travel privileges understand that the same behavior is expected from them.  They are an extension of us when they travel.

Thanks for all you do to make Delta the airline of choice for our customers and a great place to work for all of us.

Mike