Complaints

• Initial Complaint

  02/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a round trip flight from Delta totaling $1,993.94, which I later made changes to. When I went to cancel the trip Delta's website told me it would be refunded to my credit card. Instead, Delta issued eCredits that expire in 1 year.I received a cancellation confirmation email stating, "You've successfully cancelled your trip. The credit card used to purchase your ticket has been credited the full purchase price." When I reached out to Delta's complaints department they declined to remedy the issue. The representative wrote in their email reply, "I understand that you were not advised about the eCredit that you will receive about the ticket cancellation. I'm really sorry for the inconveniences and expenses incurred due to misinformation. However, we are still unable to process your request refund for the unused flight." The representative declined my request to escalate the matter.I made the decision to cancel the trip based on the information that Delta gave me. Delta's customer support admits that this information is false, yet they do not think they need to resolve the situation. It is unacceptable for Delta to tell me that I will be refunded to my credit card and then not do so. A satisfactory resolution would be for Delta to issue me a full refund of $1,993.94 to my credit card and void the eCredits.Original eTicket number: *************?eTicket number after trip changes: 0062285286988?eCredit numbers issued as refund?: #************* for $44.99, #************* for $19.99, and #************* for $1928.96.

  

  Business response

  02/09/2025

  Hello ******,
  
  RE: Case 12321013
  
  We have received your complaint filed with the Better Business Bureau regarding eCredit. I am happy to see your concerns were answered through the ************************** channel in case#********. 
  
  Upon further investigation, I show that your original purchase was cancelled and put back in the form of an eCredit. Once you used the eCredit to change and/or purchase another ticket and cancelled that trip, then it was refunded back to the previous form of payment which was an eCredit. This was also stated in the previous case response.
  
  Thank you for writing to us. Your case #******** was worked to completion. 
  
  Regards,
  
  Unique *****

  Customer response

  02/09/2025

   
  Complaint: 22917698
  
  I am rejecting this response because my issue remains unaddressed. Deltas website and cancellation email clearly stated that I would receive a refund to my credit card. That did not happen. I understand Delta's position that their system internally treated the earlier change to my trip as a cancellation and repurchase. Nevertheless, when a company makes a clear statement regarding the terms of a transaction, the customer has the right to rely on that statement. Delta's internal procedures do not override their obligation to honor their stated cancellation terms. This is a straightforward issue of fairness and consumer protection. Deltas communication led me to reasonably believe that I would receive a refund to my credit card, and I made my decision based on that representation. I continue to request that Delta honor the terms they gave me and process the promised refund to my credit card.
  
  Sincerely,
  
  ****** ********

  

  Business response

  02/10/2025

  Hello ******,
  
  RE: Case 12323306
  
  We appreciate you reaching back out to us regarding your eCredit. We understand that you are inquiring about a refund of the eCredit and I'm sorry that you were unhappy with my response.
  
  Upon further review, I have seen here that your ticket was canceled and refunded back to your original form of payment. Based here, you originally purchased your ticket using an eCredit. Once a purchase is canceled and/or exchanged to an eCredit, it is unable to be refunded. Please be advise that it was credited back as an eCredit on ticket number 0062285704552.
  
  ******, we greatly appreciate your business and we will forward your feedback to the appropriate team.
  
  Regards,
  
  Unique *****

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 19, 2025 Flight Info: Flight DL800 from *** to *** We had purchased specific seats, but upon boarding, we were not allowed to sit in our assigned seats. Instead, we were forcibly relocated to seats next to a passenger traveling with a large dog.Shortly after the flight began, the dog continuously defecated for at least four hours, resulting in f**** covering both me and my girlfriend, as well as our personal belongings. Due to severe contamination, we were forced to discard personal items valued at over $3,000, including luxury accessories, clothing, shoes, and electronic devices.Furthermore, my girlfriend suffers from a severe dog hair allergy, which was triggered during the flight. She experienced intense allergic reactions, including rashes all over her body, coughing, and sneezing. The dogs owner, Maximillian Dek, upon realizing the extent of the mess, fled the aircraft immediately.Following the flight, Deltas ground staff acknowledged that the situation warranted more than a token gesture. They provided us with ****** SkyMiles each but admitted that this was insufficient to cover our losses. They instructed us to contact Deltas customer service for proper compensation. However, after reaching out, our request for reasonable compensation was denied.We are seeking BBBs assistance to:Facilitate a reasonable compensation from Delta Air Lines that reflects the value of our lost items, the physical and emotional distress caused, and the severe health issues experienced by my girlfriend.Clarify Deltas responsibility in managing such incidents, especially concerning passenger safety and health.If Delta claims its compensation is limited, we request that they contact the dogs owner, Maximillian Dek, to hold him accountable for additional damages and to obtain an apology.We appreciate BBBs support in helping us resolve this matter fairly and promptly.

  

  Business response

  02/09/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 800 from Ft. Lauderdale to *********** on January 19.  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 endure deification from a service animal.  I regret that this was your experience.
  
  Upon investigating we see that you have already received ****** SkyMiles for this incident which fare exceeds the usual ****** miles.  However, Ive have forwarded your comments to our Onboard 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.
  
  *****, 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

• Initial Complaint

  02/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Delta canceled my flight early Saturday November 30th did not refund my tickets only one refunded to my credit card not the other so they admit so pay or in 10 days I have to seek action been 2 months miss my mom's funeral understand me

  

  Business response

  02/07/2025

  Hello ******,
  

  
  RE: Case 12314865
  
  We have received your complaint filed with the Better Business Bureau regarding your refund I am happy to address your concerns.
  

  Upon initial research, I show that ticket #************* is in 'Open' status. I have requested a refund of the ticket for ***** in the amount of $913.45 from PHL to *** to VLD and forwarded it to **************************** for processing. Please allow time for processing. They will reach out to you in a separate e-mail.
  
  Thank you for writing to us. Your feedback will be shared with the appropriate leadership team.
  
  
  Regards,
  Unique Brown

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While traveling with my service animal, I was sat in the bulkhead next to another passanger with an animal. I am not sure if it was a service. However, the animal growled at us as soon as we got to our seats. I expressed concerns with a flight attendent who advised that she would check how we could be moved and she never came back. I spent the entire flight nervous and concerned with the dog next to us. It is important that I have my animals trust but also that my animal trusts me not to put her in negative situations. I had no way of controlling what the other dog would do who made me uncomfortable. The lady next to me had the dog in her lap and was doing her best to control her dog and restrain the dog. However, I spent the entire 4 hour flight uncomfortable, unable to relax and on guard . This is unacceptable and not the way anyone traveling with a service animal or disability should have to travel this way. This is not how anyone should have to travel! I purchased this ticket expecting to be able to comfortably and safely travel. I am not happy with this experience and I would like to discuss this further.

  

  Business response

  02/06/2025

  Hello *******,
  
  RE: Case 12308052
  
  We have received your complaint filed with the Better Business Bureau regarding your previous travel. I am happy to see your concerns were answered through the ************************** channel in case#********. 
  
  Regards,
  
  Unique *****

  Customer response

  02/06/2025

   
  Complaint: 22906454
  
  I am rejecting this response because: My concerns were not heard through previous channel. An apology for having me seating next to an aggressive service animal is not sufficient. 
  
  Sincerely,
  
  ******* **********

  

  Business response

  02/06/2025

  Hello *******,
  
  RE: Case 12308714
  
  Thank you for reaching out to us again. I understand you feel differently than we do about what happened on your recent flight. I have looked at this from your point of view and apologize for that you felt your issue was not addressed.
  
  Were sorry for your disappointment with our guidelines around traveling with your pet. I realize that you requested to be moved to another seat. Please understand that specific seats are designated for our passengers traveling with pets. I apologize that the flight attendants were unable to accommodate you.
  
  Ive forwarded your comments to our In-Flight Operations Leadership team to address your concerns internally for review to improve our service for your future travel. 
  
  Regards,
  
  Unique *****

  Customer response

  02/06/2025

   
  Complaint: 22906454
  
  I am rejecting this response because I do not believe it is okay or safe to allow aggressive animals to travel. This is negligence, and your lack of acknowledgement makes this more evident. Neither I nor my service animal should be subjected to this environment. 
  Dissatisfied with this inadequate response, I will escalate this matter by filing complaints with the **************************** and the ****
  Sincerely,
  
  ******* **********

• Initial Complaint

  02/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **********,Decided to open a Delta Sky Miles Amex card to join the Delta family. However, this turned out to be a mistake after the events last week. After flying into *** and boarding our connecting flight at 5:15pm, we were stuck on the plane for 4 hours waiting to be deiced. After 4 grueling hours, the pilot decided to return to the gate as deicing operations were shut down. We unloaded the plane for an hour before being reloaded and redirected to LAX. After being stuck on the plane for 3 hours and deiced, the pilot ran out of hours due to DOT regulations and returned us to the gate. At 1am Wednesday, we were told to go to the Delta service counter to join a waitlist. After waiting 2 hours to speak to an agent, I was informed that the next flight was not until 5:45pm. I refused to be stuck there that long and was eventually switched to *********. Fortunately, I overheard an agent speaking to a friend on the same flight that it was canceled and would depart at 8:00am. We managed to get on that flight for 8:00am. We asked about a hotel and something to eat, but were told no rooms were available and all restaurants were closed. The only recommendation was to wait at the airport until our 8:00am flight. This was another 5 hours of waiting, but not on the plane, so it felt like being held captive with nowhere to go. After a miserable night of sleep, the flight kept getting delayed by 20-minute increments. Finally, at 9:44, we were boarded. I demand a full refund for my flights to and from ***, as well as reimbursement for the resort charge and rental car costs due to the negligence of your pilot, flight crew, and operations. My wife and I suffered and lost a day of our planned trip, which well never get back. I plan to pay off my Delta Sky Miles Amex card and close the account to never fly ********************** again. Please contact me to discuss this matter in person.

  

  Business response

  02/06/2025

  Hello ********,
  
  RE: Case 12308048
  
  We have received your complaint filed with the Better Business Bureau regarding your previous travel. I am happy to see your concerns were answered through the ************************** channel in case#********. 
  
  Regards,
  
  Unique *****

  Customer response

  02/06/2025

   
  Complaint: 22906421
  
  I am rejecting this response because:

   

  the response received through your ************************** channel never addressed my concern and resolved my issues. Please revisit my case and get back to me once you have escalated this as far as needed for a fair outcome for both of us. Why should I have to pay over $900 out of my pocket for a night at the resort and car rental that I couldnt take advantage of due to being delayed because your pilot ran out of hours to fly. 
  
  Sincerely,
  
  **** ********

  

  Business response

  02/06/2025

  Hello ********,
  
  RE: Case 12308664
  
  Thank you for reaching out to us again. I understand you feel differently than we do about what happened during your flight disruption.
  

  As outlined in our agreement, one of the services Delta is not contracted to provide is to cover flight disruption losses or damages, such as reimbursing ground transportation expenses incurred or incidental expenses arising from the flight disruption (Rules 2, 19, and 24). According to DOT and Delta regulations, we are unable to reimburse prepaid expenses, including but not limited to hotel reservations at your destination, vacation experiences, lost wages, concerts, or other prepaid tickets. Expenses like these might be covered by trip-interruption or travel insurance. If you purchased trip insurance, please call or e-mail ******* directly.
  
  I apologize again for the inconvenience. We never want you to think that you are not appreciated, and I am sorry for that. Thank you again for your feedback.
  
  
  Regards,
  
  Unique Brown

  Customer response

  02/07/2025

   
  Complaint: 22906421
  
  I am rejecting this response because:

  Our flight was not able to be made due to your pilot running out of hours. That is controllable by your team. We had to sleep on the floor of the *********** as we asked about a hotel and food reimbursement and was denied. Want to give you one more chance to make it right before I proceed with disputing with my ********** and canceling my newly opened Delta Amex gold Skymiles card we opened specifically for this trip to become loyal Delta passengers. Being offered $50 a passenger is a joke. If you would rather pass on resolving this matter fairly. You will lose at least 3 customers in my family for life. Which I can ensure you will cost you more in the long run that what it would take for you to resolve this case. We paid for a flight in a timely manner. Not for it to be a miserable ********************************************** the airport. Therefore you didnt hold up to your end of what we purchased. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Delta Airlines Customer Support,I am beyond frustrated with the ongoing issues accessing my Delta account. I have reset my password over ten timesand successfully completed your identity verification process by submitting my drivers license. Despite all of this, I am still unable to log in to the Delta website. Every single attempt results in an invalid information error, whether its for my password or name.I have waited over seven days multiple times, yet nothing has been resolved. No one at Delta has been able to provide me with a working solution, and this is completely unacceptable. I need immediate action to fix this issue, as I have been locked out for far too ********* are my details for reference: Delta SkyMiles Number: ********** Phone Number: ************ Email: ************************ I expect a prompt and effective resolutionnot another round of waiting with no results. If this issue is not resolved immediately, I will escalate it further. Please provide a real solution, not just another scripted response.Looking forward to your urgent response.Sincerely,****** ******

  

  Business response

  02/06/2025

  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 experience fell short of your expectations.  I can imagine how frustrating it was not to be able to log into your SkyMiles account after multiple tries.  I regret that this was your experience.
  
  Ive have forwarded your comments to our SkyMiles leadership team for review.  You may also call our SkyMiles Service Center at ************** or go online by clicking the link below.
  *************************************************************************************************** correspondence will go directly to them, and they will be better equipped to handle your concerns and appreciate the opportunity. 
  
  ******, thank you for making Delta Air Lines your airline of choice since 2013!  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

  02/06/2025

   
  Complaint: 22906208
  
  I am rejecting this response because: still waiting for a response and solution. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  02/12/2025

  Hello ******,

  We have received your complaint filed with the Better Business Bureau. 

  Thank you for your reply. Weve provided you with the resources to resolve this issue on your own. This has been reported to our SkyMiles Service Center and is now in their hands. I would suggest you call them at ************** and ask to speak to a supervisor.
  
  ******, 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

  02/12/2025

   
  Complaint: 22906208
  
  I am rejecting this response because: I cant access my Delta Account. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan ******* flight 1984 from ***-*** was delayed. Possibly for weather leaving in *******. After 4 hours of delay, the plane did in fact depart from *******, but our flight back to ******* (dl1984) was cancelled. For ground operations (onboard catering requirements not fulfilled)I was given explicit instructions by the staff at the airport to seek a hotel and get reimbursed. Everyone was looking for a hotel because of the cancellation so i found only one available that would take me, and it as $960 for the night. I had no choice but to take it, and hope delta would keep their word. Delta has since only offered me $469 for the hotel and refuses to cover the rest of my expense , because as they claim it was a weather delay and therefore are not obligated. Thi is a lie. I have proof in an apology email from delta that it was due to actions at the aircraft location which caused the cancellation . I want to litigate this but i want to see if you can help me before i do. I spent so much money, and not to mention, didnt get to my job interview on time, which i lost as a result. Please help . Thank you

  

  Business response

  02/06/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 1984 from ********** to ******* on January 22.  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 cancellation due to weather when you were eager to get to your destination.
  
  In situations where the disruption is out of our control, we must follow federal guidelines. Please allow me to explain that U.S. Regulations do not require airlines to provide accommodation or compensation for flight disruptions caused by reasons beyond our control such as Air Traffic Control and weather conditions. I'm sorry this wasn't the experience you were expecting.
  
  *****, thank you for making Delta Air Lines your airline of choice since 2019!  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

  02/06/2025

   
  Complaint: 22906178
  
  I am rejecting this response because: I clearly mentioned in the letter that you are lying about it being a weather cancellation  and i provided proof from th company admitting it was ground operation . Also I was told very explicitly at the airport and on board the next day by the pilot on the loud speaker that this cancellation was due to catering NOT weather related . Delta is LYING to me and to all of its customers . Why would they even provide a reimbursement link in the email I attached if they didnt feel like they were culpable ? This is unacceptable and I will further litigate this . They are LYING to us 
  
  Sincerely,
  
  ***** *****

  

  Business response

  02/06/2025

  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

  02/06/2025

   
  Complaint: 22906178
  
  I am rejecting this response because: you are LYING to me . That wasnt even a response, you didnt even address the proof that i provided that this was admittedly a ground operations cancellation. I have all the commitment to bring this to a court room, I dare you to try me . I will be bringing you to court and I will be asking for more than just hotel , but for damage and stress youve caused to my experience by gaslighting and lying to me . It is disgraceful that you would treat your loyal and elite status customers this way . I have the resources to bring this to court and I will see that the outcome desired will be reached . You have been warned 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  02/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delta gave me some Delta Care virtual Visas. I was to get $500. I was not told how to use them. I have been ignored by Delta. I keep asking for that request.

  

  Business response

  02/07/2025

  Hello ***,
  
  RE: Case 12314371
  
  We have received your complaint filed with the Better Business Bureau regarding your Delta Choice Gift Cards. I am happy to see your concerns were answered through the ************************** channel in case#********.
  
  I understand that you requested instructions on how to use the gift card(s). You should have received a Delta Choice gift code from ***************************************************** in a separate email within three business days of issue and you can select the gift card(s) of your choice within 90 days of receipt. 
  
  Included in the gift option are several merchants that you will be familiar with as well as our Delta gift cards. Once redeemed, the gift cards may be used by anyone you wish. You will want to add this email address to your list of accepted addresses. Our Delta Choice gift code email will include a link to redeem the gift. Please check your spam folder if you dont see the email in your inbox.
   
  You will need your six-character flight confirmation number (#F6YTCQ) to claim your funds. Information on how to find this Confirmation Number is below. If you are unable to retrieve the gift card(s), please contact the ************ for further assistance.
  
  
  Regards,
  
  Unique *****

• Initial Complaint

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Delta Air Lines for failing to fully disclose significant changes to my baggage allowance during the rebooking process.On August 13, 2024, I purchased a round-trip ticket (ticket number #*************) from LAX to Accra under the Main Cabin fare, which included 2 checked bags. On January 18 and January 29, I rebooked my flights through Deltas text messaging service due to changed vacation dates. I received minor refunds (~$30 and ~$15), but no additional charges or changes were disclosed.However, after rebooking my return flight on February 4 (ticket number #*************), I discovered that my baggage allowance had been reduced to 1 checked bag with an additional $200 round-trip fee for the second checked bag. It appears that my ticket was changed from Main Cabin to Basic Economy without my knowledge or consent.Despite asking Delta representatives multiple times about any potential fees or changes, I was gaslighted and downplayed. They repeatedly dismissed my concerns, providing misleading information and failing to disclose the changes. This lack of transparency and respect for customer concerns is unacceptable and has caused significant stress and financial burden.The failure to disclose such a significant change violates Deltas Contract of Carriage (Rule 135 - Reissuance of Tickets) and DOT regulations, which require airlines to inform passengers of any material changes, including baggage allowances and associated fees.I am requesting that Delta reinstates my original baggage privileges as I was not properly informed of the fee increase. I am forwarding relevant email correspondence as evidence of my attempts to resolve this issue directly with Delta.

  

  Business response

  02/05/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on your upcoming trip from *********** to ***** on March 23.  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 a change in baggage fees.
  
  Your ticket is not a Basic Economy Ticket and fees are based on your reissue date of February 4. You are allowed one free checked bag,and the second bag is $100 each way.  Please see our baggage fee calculator on **************************.  You may also contact our Baggage Department at **************.
  
  Baggage Policy and Fees |Delta Air Lines
  
  Ive have forwarded your comments to our Baggage 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.
  
  Nana, thank you for making Delta Air Lines your airline of choice since 2015!  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

• Initial Complaint

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing this to express my disappointment at how a series of mismanagement on part of Delta has ruined our dream vacation, affecting us both mentally and physically for days.Please see the attached file for the details of our terrible experience. Delta has mishandled and mismanaged so many things that I could not fit all the details under the 2,000-word limit here.For salaried persons like us, this was a dream vacation that we can rarely afford. I had spent countless hours piecing together every detail of the trip including flight details with seat assignments, layover times, arrival-departure times etc. The main place of attraction that our son was so looking forward to, Chefchauen, had to be scratched off our itinerary because of the flight and luggage delays. What was supposed to be a stress-relieving happy trip, turned out to be one full of anxiety and medical problem.

  

  Business response

  02/05/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 5794,operated by Delta Connection **************** Airlines, from ********* to ******** on December 21.  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 weather cancellation that created a ripple effect of missed connections and delayed baggage. I regret that this was your experience.
  
  In situations where the disruption is out of our control, we must follow federal guidelines. Please allow me to explain that U.S. Regulations do not require airlines to provide accommodation or compensation for flight disruptions caused by reasons beyond our control such as Air Traffic Control and weather conditions. I'm sorry this wasn't the experience you were expecting. I am happy to see that an exception was made for each of you, as you did receive $350 in travel vouchers for future travel.
  
  While we share your disappointment, we hope you understand we are unable to consider reimbursement for pre-paid expenses or intangibles, such as other airline tickets, unused hotels, car rentals, recreational tickets, lost wages/income, child/pet care,or loss of time in these instances. Accordingly, we are unable to honor your request for a refund or reimbursement. We realize this is a disappointment, and trust you understand our position.
  
  Please review our Customer Commitment on ************************** for more information regarding what is considered a reimbursable expense.
  
  
  ********, thank you for making Delta Air Lines your airline of choice since 2022!  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

  02/05/2025

   
  Complaint: 22897081
  
  I am rejecting this response because:
  I had reached out to Delta first, about this issue. They had provided the same response before, and I already communicated to them that this is nowhere near a proper resolution. I have no other option but to respectfully reject their inadequate and unreasonable resolution.

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

  

  Business response

  02/06/2025

  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

  02/06/2025

   
  Complaint: 22897081
  
  I am rejecting this response because:
  Delta didn't even try to resolve the issue. "We are sorry" could be a good first step if it was followed by any kind of sincere efforts to resolve the issue.

  However, Delta was clearly insincere and inadequate in their approach. The multiple delayed and damaged luggage issues were apparently referred to their baggage department. It has been over two weeks since that, and I have received no communications from them.

  It is a shame that these companies, because of the size, get away with impunity when the fault is clearly theirs.

  
  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. ↩