Complaints

• Initial Complaint

  02/18/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My daughter had a horrible experience flying out on 2/12/24. She had to pay out of pocket for hotel which I was promised by supervisor would be refunded immediately once I call on Monday. I am getting the run around and no one to help me. Customer service said 30 days but we never were told that I would have never agreed to this. I want to be compensated for this entire nightmare and time dealing with them. They are so unprofessional and you just get the run around.

  

  Business response

  02/18/2025

  Hello *****,
  
   
  We have received your response from the Better Business Bureau regarding your daughter's travel experience on February 12, 2025 from *******, ** to ********, **. I am honored to respond to your concerns.
  
  After reading your complaint, I can understand why you felt the need to bring this issue to our attention. At Delta we take pride in being an on-time airline. We understand that you have a schedule to maintain and when our flights do not operate as scheduled this will adversely affect you. Please accept our sincerest apology for the inconvenience caused to your daughter's travel.
  
  Rest assured, I have shared your experience with our Airport Customer Service leadership to address this flight delay and hotel accommodation issue internally. Emails like yours help us address negative experiences and provide better customer service in the future.
  
  I have sent communication to our ******************************** to approve the submitted hotel expense. As a tangible form of apology, Im issuing a Transportation Credit Voucher for $100 to your daughter. Youll receive the voucher number and associated Terms and Conditions in a separate email within 24 hours. (Check your spam folder if you dont see it in your inbox.) Please keep this email because youll need the number to redeem the voucher.
  
  Thank you for the opportunity to review this matter with you. We appreciate your business and we look forward to welcoming you onboard Delta again soon for a more pleasant flight experience. 
  
  Any additional correspondence will be kept on file.
  
  I've included a copy of our response for the BBB files.
  
   
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines

  Customer response

  02/18/2025

   
  Complaint: 22955192
  
  I am rejecting this response because: I should be issued more than 100 dollars for the ticket. My time is worth more than that dealing with them. They offered me 150 this morning when I spoke with them. This is a game to them. I was up until 1:45 in the morning in 2/12/24 worried sick about my daughter had to work at 5am exhausted. If it wasnt for me helping them do their job my daughter would have been stuck in another state. They have the worse customer service ever. I am truly disappointed with the way they talk and handle things. I also want to know when the refund will be issued for the hotel waiting 30 days is unacceptable especially when the hotel is saying they work with delta and had a block of rooms on hold for delta. We should have never had to pay the hotel. Another sad thing is I have been waiting for a supervisor to call me back from Thursday to address everything on the phone and received no call still. 
  
  Sincerely,
  
  ***** *******

  

  Business response

  02/18/2025

  Hello *****,
  
   
  We have received your response from the Better Business Bureau regarding your daughter's travel experience on February 12, 2025 from *******, ** to ********, ***
  
  From our review, it appears many of the Delta hotel partners have an age requirement for accommodations and this played a major role in procuring stay for ******* Nevertheless, I'm glad to know our staff was able to reimburse you for the hotel expense. I have confirmed communication has been sent out to ************************ today for reimbursement in the amount $108.92.
  
  As it pertains to compensation, I was not able to find where an offer was made for the amount requested. As an additional gesture of goodwill, I'm issuing your daughter another transportation credit voucher for $50. Youll receive the voucher number and associated Terms and Conditions in a separate email within 24 hours.  
  
  As with any concession there will be times when an individual may feel it does not make up for the event that took place. Please know our intention is to apologize for the service you received, but we recognize it is ultimately your choice to forgive us. Be assured the details of your experience have been forwarded to the appropriate leadership team for internal review so we can improve our service standards and training protocols. 
  
  Thank you again for allowing us to respond to your concerns.
  
  I've included a copy of our response for the BBB files.
  
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines

  Customer response

  02/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  02/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/31/2024 I flew from ******* to ********* and during handling of my suitcase Delta broke my suitcase by putting a hole in it. I contacted Delta as soon as I noticed the damage, around 10:30 pm. I chatted with a Delta agent in their app and called the number they provided. But when I called the message I received was that they were closed, since it was New Years Eve. I submitted the damage claim on their website on Jan. 2 (********). Delta is saying because I did not file the claim within 24 hours of the occurrence they have denied my claim. I just followed the instructions given to me by their team so I should NOT be penalized because of that and the holidays.On Feb. 7 we again flew on Delta and AGAIN they damaged my suitcase, this time splitting it down the entire length of the suitcase. I filled a claim (********) immediately after getting home and again it was denied. This time they said "In an effort to better serve our passengers we assign a case manager to each passenger to prevent you from having to repeat information. You submitted a previous claim (********) where you reported the same luggage damaged. Based on the Tariff rules explained, we will regrettably have to decline responsibility for your claim. We are sorry that this may not be the response that you were expecting. We follow a consistent policy to ensure that we are fair to everyone who travels with us. "Obviously this is unacceptable and we would like them to pay for the suitcase they damaged.

  

  Business response

  02/17/2025

  Hello ******,
  
  We have received your complaint filed with the Better Business Bureau regarding the additional damage your luggage incurred. Please accept our sincerest apologies for any inconvenience this may have caused you.
  
  Delta delivers our customers checked baggage on-time and in the same condition as it was received with few exceptions. We, therefore, genuinely apologize for the inconvenience and disappointment caused in this instance. Please provide us with a receipt or screen shot of the suitcase value so we can review it for reimbursement.
  
  Regards,
  ******* ******

  Customer response

  02/17/2025

  As requested, this is the charge on my credit card for the suitcase I purchased last year and was damaged by Delta.

  

  Business response

  02/18/2025

  Hello ******,
  
  We will be processing your payment of $130.04 via Automated Clearing House (ACH) transfer. You will receive a separate email, from Delta Air Lines, Inc. via our third-party payment processor ******** <***********************************>, to register for your funds. You may want to check your spam folder if you dont see the email in your inbox.
  
  You have 15 days to accept your payment through our ACH system; if left unclaimed, payment will automatically be converted to a paper check and sent via **** to the address on file:
  
  ***********************************************************
  US
  
  You will need your six-character flight confirmation number to claim your funds. When redeeming ACH payments, the flight confirmation number must be entered using all capital letters. Information on how to find this Confirmation Number is below.
  
  - If you are a SkyMiles member, you can find your flight confirmation number for past trips in your Account Receipts page. **************************************************************************************
  - If you are not a SkyMiles member, please refer to the flight confirmation email that you received at the time of booking.
  - If you didnt book your trip directly with Delta, please contact the issuing party or agency to find your Confirmation Number
  
  Regards,
  ******* ******

  Customer response

  02/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you very much for helping me with this issue.  It is unfortunate that Delta couldn't just accept responsibility for their actions the first time. 
  
  Sincerely,
  
  *** ****

• Initial Complaint

  02/12/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Having quite a few issues with delta lately. Currently trying to figure out why I cant move my flight to a similar one without massive fees. I called in and seems they are trying to compare my trip to a one-way for the change which it's not, its a round trip where i want to change the second leg. It should be the same price or at least very similar. Even when I told the *** I would be willing to downgrade my class to help, he said the price of ticket was the same essentially saying the premium select upgrade was worthless? I am not understanding and very upset with delta lately between this and the atlanta incident a month ago. Would like to keep using delta but at this rate does not seem likely. please help asap as i would like to have my flight plans finalized and the call in number was no help. I will try chat because of how urgent this is but not optimistic. looking to kick out my flight on wed to the following wed or any day around there. I checked prices and occupancy and all are about the same. not sure why trying to upsell and make everything so complicated.

  

  Business response

  02/12/2025

  Hello ****,
  
  We have received your complaint filed by the Better Business Bureau regarding your experience when attempting to make changes to your ticket. I am honored to have the opportunity to respond to your concerns, however without any flight details, I will not be able to accurately address your concerns.
  
  Assuming you have not begun travel and wanting to make a change to only your second leg, the whole ticket must be repriced. Any changes prior to travel, your ticket must be repriced. If you are changing the return, any portion, you will have to pay any difference in fare. You can always make changes yourself through the flydelta app if you prefer. I hope you find this information helpful.
  
  Thank you for allowing me to respond to your concerns.
  
  Regards,
  
  ****** C. ******

  Customer response

  02/13/2025

   
  Complaint: 22932941
  
  I am rejecting this response because:
  

  the app actually wont let me. And your response doesnt address the issues or inconsistencies I mentioned like the prices not being accurate for the round trip fair or the fact giving up my premium select has zero value. All of it is very messed up. Really starting to hate delta. This is the best response you have? If you cant fix it can just accept the bad mark here and with attorney general and dot when I submit there

  
  Sincerely,
  
  **** *********

  

  Business response

  02/13/2025

  Hello ****,
  
  We have received your response from the Better Business Bureau regarding our previous correspondence. Regrettably, you did not accept my answer and per the prior email, I will not be able to accurately address your concerns without your reservation.
  
  However, I did explain the process of making changes before travel and also to just your return. There is no further help I can provide since you are not providing your flight information.
  
  I've included a copy of our responses to the BBB files.
  
  
  Regards,
  
  ****** C. ******

  Customer response

  02/13/2025

   
  Complaint: 22932941
  
  I am rejecting this response because:

   

  I see, well thanks for the effort. Here is my reservation: HZBQS5

  I took a look and everything is still very comparable, maybe lower, to when I first booked so just very confused. I am flexible to any extensions around a week or more around the same price point leaving from ****** or ***** back to origin. Not asking for a refund or anything just want an unbiased and fair swap of my ticket in a similarly priced flight to the one I currently have with all this convulsion

  
  Sincerely,
  
  **** *********

• Initial Complaint

  02/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July of 2024 I had to cancel a Delta flight to an event that had been cancelled. I received an email confirming the cancellation as well as a credit. Hoping to use the credit to purchase ticket for my daughter I discovered, only when I went ton redeem the credit that it was non-transferable, I called Delta and offered to pay a fee in order to transfer the credit, but was told that I would be unable to do so unless my daughter was a minor, which she is not. Upon going back and reviewing the email regarding the credit as well as clicking on the links provided in the email, I can find no reference to the credit being non-transferable. I feel Delta did not clearly provide the terms of their cancellation/credit policy and that it is highly dishonest practice to not allow the original purchaser to use money they have already spent in order to purchase further services from the company. I am happy to forward the original email from Delta, if that would help further investigation.

  

  Business response

  02/11/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on Delta relayed to your cancelled trip to *********** in August.  On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was to discover your ticket is non-transferable.   I regret that this was your experience.
  
  The agent you spoke to was *************** are non-transferable which protects you as a customer.  It prevents anyone from getting hold of your confirmation number or ticket number and using it.  Ive have forwarded your comments to our Reservations leadership team so they can use your experience to improve our service.
  
  ****, thank you for making Delta Air Lines your airline of choice!  We appreciate your loyalty, and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $1,812 to upgrade to Delta One on Jan 21 2025 (Ticket#: *************) for a premium experience, but my seat had a severe electrical malfunction and would not recline or lie flat. This completely negated the purpose of the upgrade, as Delta One is advertised as a lie-flat seat experience. As a military veteran with back issues, I specifically chose this upgrade to manage pain on a long-haul flight. Being unable to recline exacerbated my discomfort and made the flight physically painful. Additionally, my in-flight headset repeatedly shocked me, causing further discomfort. There was a clear electrical issue at my seat, but as the flight was full, I had no option to switch seats. I immediately reported the issue to a flight attendant, who dismissed my concern, saying he heard "static" instead of acknowledging that I was being physically shocked. Despite my insistence, he did not replace my headset or escalate the issue. Upon landing, I filed a complaint with Delta and provided video evidence showing my seat malfunctioning compared to the working seat next to me. Delta responded by issuing a refund of only $164.73 without any clear explanation of how this amount was calculated. When I asked for clarification, I was told that the calculation was "proprietary information" and that my refund was based on the mileage of the unflown segmentdespite the fact that I did fly the full segment but in a malfunctioning seat. Deltas policies state that refunds should be issued when services paid for are not provided. A non-functional seat and safety-related issues justify more than a 90% loss on my upgrade fee. Given my medical condition and need for a fully lie-flat seat, Deltas dismissive response raises serious concerns about transparency, accountability, and passenger accommodations. I am requesting that Delta issue a fair partial refund that reflects the fact that I was unable to use the primary advertised feature of Delta One.

  

  Business response

  02/10/2025

  Hello Young,
  
  RE: Case 12330832
  
  We have received your complaint filed with the Better Business Bureau regarding your broken Delta One seat. I am happy to see your concerns were answered through the ************************** channel in case#********. 
  
  Upon further investigation, I show that a downgrade seat request refund was sent for processing on January 30, 2025 per case #********. Please respond to that case to follow-up on that status of your refund.
  
  Regards,
  
  Unique *****

  Customer response

  02/10/2025

   
  Complaint: 22920634
  
  I am rejecting this response because: Delta only refunded less than 10% of the paid amount ($1812 paid vs $164 refunded) when the services I paid for was not provided. Further more, Delta would not disclose or explain the calculation for refund stating that its proprietary. Please read the complaint in full detail and reach out to me again if I can provide any further clarification.  

  
  Sincerely,
  
  Young Cho

  

  Business response

  02/10/2025

  Hello Young,
  
  
  RE: Case 12331178
  
  Thank you for writing us and providing your feedback.
  
  Again, a downgrade seat request refund was sent for processing on January 30, 2025 per case #********. Please respond to that case to follow-up on that status of your refund. It's best for the agent assigned to your case to continue to provide further information regarding your refund.
  
  
  Regards,
  
  Unique *****

  Customer response

  02/10/2025

   
  Complaint: 22920634
  
  I am rejecting this response because: Delta only refunded less than 10% of the paid amount ($1812 paid vs $164 refunded) when the services I paid for was not provided. Further more, Delta would not disclose or explain the calculation for refund stating that its proprietary. Please read the complaint in full detail and reach out to me again if I can provide any further clarification
  
  Sincerely,
  
  Young Cho

• Initial Complaint

  02/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked two round-trip flights on November 5, 2024 for myself, ********* ****** (Ticket # *************) and for Frederique **** ****** ********** (Ticket# *************) , both under the SkyMiles #********** and Reservation # JNE4CW. I paid the tax on each ticket $11.20 and Airline Insurance in the amount of $56 for both tickets, and ****** for each ticket. Less than 24 hours later, I called to rebook my ticket and rebooked it under the New Reservation # GIC88W and paid a total of $1296.96, I was told that I would receive the money and points back that I paid for my original ticket. After I received the points back and $11.20, and purchased additional insurance with the new ticket for Reservation # GIC88W, I realized that the insurance of $56 which was for both tickets was never adjusted to reflect insurance on 1 ticket. I am writing for a partial if not 50-100% refund of the $56 that I was double charged for insurance as I bought the insurance initially for two tickets and then purchased insurance again on the same ticket.

  

  Business response

  02/10/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on Delta.  On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was not to receive a refund for travel insurance.
  
  Travel insurance is purchased through a third-party company called **************. In order to receive a refund, please contact them at:
  
  *****************************************************************
  ************
  
  *********, thank you for making Delta Air Lines your airline of choice since 2006!  We appreciate your loyalty as one of our SkyMiles members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer response

  02/10/2025

   
  Complaint: 22919972
  
  I am rejecting this response because: I did contact this agency and they said that it was purchased through Delta and they could not help me - it was also Delta's responsibility to refund this amount, as they said they would when I bought the new ticket. Delta needs attend to this charge. The agency will not speak to me. 
  
  Sincerely,
  
  ********* ******

  

  Business response

  02/11/2025

  We have received your complaint filed with the Better Business Bureau. 
  
  Thank you for sharing your reply.  Did you email them at the email address we provided for you? If not, try doing so and be sure to include your confirmation number and ticket number.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer response

  02/11/2025

   
  Complaint: 22919972
  
  I am rejecting this response because: I have emailed the email that they gave me and received no response, they still owe me the $56 refund. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  02/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 21, 2024, I changed a Delta airlines flight for my wife (**** ** ********), my daughter (******* ********) and for myself. We each received a $60 e-credit voucher because the new flight cost less. I printed the ATTACHED receipt from Delta's website that shows the e-credit vouchers expire on March 7, 2025. On January 26, 2025, I tried to use the e-credits to book a new Delta flight. The e-credits can up invalid and showed the expiration dates were January 21, 2025. My wife called customer service and explained the issue with different expiration dates. She was told the computer showed the e-credits expired on January 21, 2025 even though our printed receipt showed March 7, 2025. The customer service representative told my wife there wasn't anything she could do and we should file a complaint online. On January 26, 2025, I filed a complaint on-line with Delta (Complaint #********). Delta responded with an apology because I wasn't able to utilize the voucher prior to its expiration and that the expiration of the voucher will always based on the original issued date of the original ticket. My printed receipt which shows the expiration date of March 7, 2025 was not addressed by Delta. Therefore, on February 2, 2025, I filed another complaint on-line with Delta (Complaint # ********). I received a similar answer. I relied on a receipt printed from Delta's website for the expiration of the e-credit vouchers. I don't understand why Delta won't honor its own receipt that clearly shows the expiration of the 3 $60 e-credit vouchers is March 7, 2025. I would like Delta to honor the March 7, 2025 expiration date for the e-credit vouchers for me and my family.

  

  Business response

  02/10/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on Delta.  On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was to discover your vouchers had expired.  I regret that this was your experience.
  
  When our service does not meet our customer's expectations, we feel it is important to acknowledge this and appeal for a degree of understanding. Although we can never place a value on your time or overall flying experience, as a tangible form of an apology, Im issuing 3 Electronic Transportation Credit Vouchers for $60.00.  Youll receive the voucher numbers and associated Terms and Conditions in a separate email within 24 hours.  (Check your spam folder if you dont see it in your inbox.) Please keep this email because youll need the number to redeem the voucher.  
  
  *******, thank you for making Delta Air Lines your airline of choice since 2019!  We appreciate your loyalty as one of our Silver Medallion members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

• Initial Complaint

  02/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for flights from ************ to ****** MA with a layover in ******* **. The flight in ********* was delayed by 3 hours without clear communication from the flight crew. Due to this, there was no knowledge of the delays or options to rearrange travel. This delay resulted in missing the connecting flight in ******* so Delta rebooked without consent, adding a new layover in *********** **. The flight out of ******* WA was also delayed by over 2 hours which resulted in arriving to ************** late, however that plane was still at the gate, where it sat for an additional 15 minutes, due to that flight being delayed as well. However, the gate agent refused to allow us onto the plane claiming the doors close 8 minutes before take off, though the plane sat at the gate for 15 minutes after she stated this. This second missed flight resulted in a 5.5 hour delay at the *******************, where Delta gate agents were unkind, dismissive and unhelpful. Ultimately, we landed in ****** MA 9 hours later than planned, which resulted in additional time out of work and subsequent lost wages. Delta charges far too much money for their airfare to treat their passengers with such disrespect, disregard and contempt. I feel as though they should be held accountable for their actions.

  

  Business response

  02/10/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 2408 from ********* to ******* on February 3.  On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was to experience a delay with an added connection.  I regret that this was your experience.
  
  Flying with Delta should be enjoyable, and the inconvenience caused does not support our goal of providing a high level of service and value to our customers.  Ive have forwarded your comments to our Flight Operations leadership team so they can use your experience to improve our service. This will help ensure that Delta continues to remain one of the best airlines in the world.
  
  When our service does not meet our customer's expectations, we feel it is important to acknowledge this and appeal for a degree of understanding. Although we do not offer refunds on flown tickets, Im happy to see that you have already received $200 in travel vouchers for this inconvenience.
  
  *****, thank you for making Delta Air Lines your airline of choice!  We appreciate your loyalty, and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer response

  02/10/2025

   
  Complaint: 22919539
  
  I am rejecting this response because: a simple apology is not suffice for the damages and financial burden this has resulted in. I would like BBB to maintain awareness of their behavior and treatment of passengers.
  
  Sincerely,
  
  ***** ********

  

  Business response

  02/10/2025

  We have received your complaint filed with the Better Business Bureau. 
  
  Your time is valuable and Im sorry you felt you had to write back. I understand that you are dissatisfied with the resolution provided. Please know that we have consistent policy to follow and ensure that we are fair to everyone who travels with us. We appreciate your understanding in this regard.
  
  I know you are disappointed, but I have gone over this experience again and I am sorry we arent able to resolve this matter to your satisfaction. We would have much preferred to please you, and Im sorry.
  
  *****, we know when you travel you have a choice, so thank you for choosing Delta! We certainly hope you allow us another opportunity to provide the excellent service we are known for. Thank you for understanding and have a great day!
  
  ******* C *****
  Customer Care Supervisor

  Customer response

  02/10/2025

   
  Complaint: 22919539
  
  I am rejecting this response.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  02/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flight Details:Confirmation Number: JNSA2U Flight Number: DL5231 Departure: ******************************** (BTR)Destination: **********-******************************************** (ATL)Date of Travel: January 20, 2025 Original Fare Class Purchased: First Class Miles Used for Booking: ****** SkyMiles + $5.60 USD in taxes and fees Payment Method: **************** ending in 2003 Ticket Number: ************* Complaint Summary:On January 19, 2025, I purchased a first-class ticket on Delta Airlines for ****** SkyMiles for Flight DL5231 from *********** (BTR) to ******* (ATL), scheduled for January 20, 2025. However, upon arrival at the gate, I was downgraded to basic economy without my consent.A basic economy fare for this same flight and itinerary costs ****** SkyMiles when booked outright. Despite receiving a significantly lower class of service than what I paid for, Delta Airlines has refused to refund the ****** SkyMiles difference between the first-class fare and the basic economy fare I was forced to accept.

  

  Business response

  02/10/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 5231,operated by Delta Connection Carrier Endeavor Air, from *********** to ******* on January 20.  On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was to experience a downgrade. I regret that this was your experience. I have forwarded your ticket to our ****************** to process your downgrade.  Be advised this process can take 7-10 business days.
  
  Flying with Delta should be enjoyable, and the inconvenience caused does not support our goal of providing a high level of service and value to our customers.  Ive have forwarded your comments to our ********************************** so they can use your experience to improve our service. This will help ensure that Delta continues to remain one of the best airlines in the world.
  
  ******, thank you for making Delta Air Lines your airline of choice since 2019!  We appreciate your loyalty as one of our Silver Medallion members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

• Initial Complaint

  02/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/13/25. My family and I, (3 of us, Husband, Wife, Child) bought round trip tickets to ************ on 9/25/2024. Confirmation HJRVIP. Tickets $1916.46. **********************************, boarded first plane. No weather, but plane had to be de-iced. Deicing caused plane to leave 45 minutes late. Arrived ***************************** late, missed connecting flight to GC. We were traveling with friends who were sitting in first class. Because they were at the front of the plane, they were able to make the connecting flight, making it by the skin of their teeth. Doors were closing as they arrived at gate. They told employees we were right behind them, which we were, (we were sitting in the back of the plane) running as fast as we could) and they rudely said sorry, we're closing the doors now, get on. We went to the Delta desk in *******, on the opposite side of the airport causing us to run the length of the airport twice now, in a matter of minutes. At ticket counter, we were met with a very rude REDCOAT, who said we had 10 minutes to catch a new flight to *****, to catch a final flight to GC, on ******************** out of *****. They handed us reissued tickets. We made flight to *****; however, when we got to ************** gate in *****, they DENIED us boarding stating tickets that were reissued were NOT LEGAL. Back to Delta counter now in ***** - where we had to fight for hours to find a solution. It was confirmed by Redcoats in *****, that the tickets reissued in ******* were not allowed, NOT LEGAL, and they reissued us tickets on American Airlines the following day, made it to GC on 1/14/2025 late in afternoon, NO LUGGAGE! Received our luggage 1/17/25, damaged. We were given misinformation from Delta Chats in App, at counters, and on the phone. All documented. Trip ruined. Skymiles member, chats saved as well as all correspondence. Reimbursements denied for toiletries and clothes. Travel Insurance did not cover due to Delta stating no fault.

  

  Business response

  02/10/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 2429 from ****** to ******* on January 13.   On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was to experience a delay that caused you to miss your connection to the **************. I see that you have already filed a baggage claim. I regret that this was your experience.
  
  Flying with Delta should be enjoyable, and the inconvenience caused does not support our goal of providing a high level of service and value to our customers.  Ive have forwarded your comments to our Flight Operations leadership team so they can use your experience to improve our service. This will help ensure that Delta continues to remain one of the best airlines in the world.
  
  Regretfully we do not give refunds on flown tickets. However,in addition to the $100 vouchers, youve already received, as a tangible form of an apology, Im issuing 3 Electronic Transportation Credit Vouchers for $100.00.  Youll receive the voucher numbers and associated Terms and Conditions in a separate email within 24 hours.  (Check your spam folder if you dont see it in your inbox.) Please keep this email because youll need the number to redeem the voucher.  
  
  As a result of your flight disruption, we understand that you may have hotel, ground transportation or meal expenses.  Please go to ************************** and select Expense Reimbursement.
  
  
  *****, thank you for making Delta Air Lines your airline of choice since 2024!  We appreciate your loyalty as one of our SkyMiles members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer response

  02/12/2025

   
  Complaint: 22919232
  
  I am rejecting this response because:  2 reasons.  1.  Your colleagues through the reimbursement link on your app have rejected my request for my meal at the ************* as well as the **** ride from the hotel back to the airport the following day, January 14, 2025.  I have resubmitted with all the details.  2.  I think you're missing the point.  Your RedCoat agents in *******, on January 13, 2025, issued me and my entire family "ILLEGAL TRASFER TICKETS".  Tickets that were not useable for travel causing the major disruption to our trip.  "Illegal tickets".... these were words used by your employees in *****, at the Delta RedCoat Desk, right after when we tried to board the flight to ************ and were sent away and denied boarding.  Let me use an example:  I work at a Bank. If I issued you a fake or illegal account number, and your money was NOT USEABLE because of my error, I am responsible to give you back all of your money and correct the problem immediately.  Delta has done neither.  The problem was NOT corrected, and I was not given back what is rightfully and legally mine.  You have to understand that there was much more money and time lost due to your employee's inadequacy, that I am not asking for.  ************ consistently hides behind policy.  This is not at all the Customer Experience you should be giving, and your policies need to be reviewed, as well as your employees trained better.  Your response says exactly what I just said. A total of $400 in ECredits is not sufficient to correct what you have done.  
  
  Sincerely,
  
  ***** *****

  

  Business response

  02/14/2025

  We have received your complaint filed with the Better Business Bureau. 
  
  Your time is valuable and Im sorry you felt you had to write back. I understand that you are dissatisfied with the resolution provided. Please know that we have consistent policy to follow and ensure that we are fair to everyone who travels with us. We appreciate your understanding in this regard.
  
  I know you are disappointed, but I have gone over this experience again and I am sorry we arent able to resolve this matter to your satisfaction. We would have much preferred to please you, and Im sorry.
  
  *****, we know when you travel you have a choice, so thank you for choosing Delta! We certainly hope you allow us another opportunity to provide the excellent service we are known for. Thank you for understanding and have a great day!
  
  ******* C *****
  Customer Care Supervisor
  

  Customer response

  02/14/2025

   
  Complaint: 22919232
  
  I am rejecting this response because of the reasons already explained in addition to the fact the expense reimbursement that you mentioned I should submit is being denied. These expenses were caused by Delta employees' critical errors.  You should be looking at least at that, to get approved.  There is now a formal complaint with DOT.  You mention the word "fair", and if you re-look at everything provided, you are not being fair to me as a paying customer, nor to other passengers that have had the same or similar issues.  Your practices are unethical, and I will not be letting this go. Your company is at fault and must take accountability.  The *** will also be receiving all of this in a formal complaint.  
  
  Sincerely,
  
  ***** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩