Complaints

This profile includes complaints for Delta Air Lines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Delta Air Lines

  Dept. 980 PO Box 20980 Atlanta, GA 30320-0980

  
• 

  ASA/Delta Connection

  10801 Airport Blvd. Amarillo, TX 79111

• 

  Delta Air Lines, Inc.

  Po Box 75027 Cincinnati, OH 45275

• 

  Delta Air Lines

  3443 N. Central Avenue #916 Phoenix, AZ 85012

• 

  Delta Air Lines

  10507 W HEATHERBRAE phoenix, AZ 85037

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my flight on 7/19 2024 was cancelled due to the outage (On July 19, 2024, a major global IT outage, largely attributed to a faulty software update from CrowdStrike (a cybersecurity company), impacted millions of ********* devices worldwide. The outage caused significant disruptions, including grounding flights, disrupting banking and healthcare services, and affecting various other sectors. ) delta rescheduled my flight to the following date without communication, and cancelled the flight again the following day. Im requesting a refund they agreed at first but later finding different excuses to pushing off the refund.

  

  Business Response

  Date: 04/10/2025

  Hello Xianwen,
  
  
  We have received your response from the Better Business Bureau regarding your refund request for ticket #*************. 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. While researching case #******** with our refunds team, it appears our refunds team has sent authorization to ***** Eastern Airlines on two different occasions. Authorization was sent on August 29, 2024 at 8:07 am and September 25, 2024 at 9:10am. While ***** Eastern airlines is right we did cancel our flight and rebooked your ticket, but your initial ticket #************* is owned by China Eastern Airlines. We rebooked your ticket to #************* because we can not reproduce a China Eastern Airlines ticket stock (781).
  
  Sadly, we only have to ability to send authorization to have this ticket refunded. We are not the issuing ticket agency where the funds were paid to. Accordingly, we are unable to honor your request.
  
  Thank you for giving us an opportunity to review your request. Any additional correspondence will be kept on file.
  
  I've included a copy of our response for the BBB files.
  
   
  Regards,
  
  ******* ******
  Customer Care Supervisor
  Delta Air Lines

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23188672
  
  I am rejecting this response because:

  ************* has denied any involvement in this matter, stating that since Delta altered my flight without their coordination, they have no record of the case and are unable to assist. The issue stems from a clear miscommunication between the airlines, specifically Deltas decision to change my flight without notifying me or obtaining my consent. As a result, Delta should be held responsible for providing either a full refund or an equivalent amount in travel credits.  
  

  Despite nearly a year passing, Delta has repeatedly shifted responsibility and failed to resolve this issue, leaving me without a refund or compensation. Given that the problem originated solely from Deltas actions, they must take accountability by providing either a full refund or equivalent travel credits without further delay.  
  
  Sincerely,
  
  ******* ***

  

  Business Response

  Date: 04/11/2025

  Hello Xianwen, 
  
   
  We have received your response from the Better Business Bureau regarding your refund request for ticket #*************. 
  
  We can understand your perspective. When flight disruptions occur in multi-carrier itinerary, things can become hard to understand. While this flight disruption occurred on our flight, we addressed all matters within our control. Compensation was issued, authorization for refund was sent, and a rebooking was provided. 
  
  As apart of the agreement with our partners, each airline is responsible for rebooking impacted passengers from their flight disruptions. China Eastern Airlines would not have rebooked your flight, rebooking would have only be available through us. Any refund or fares issues would be the responsibility of the owner of the ticket stock (781) or the issuing ticket agency. 
  
  This is the agreement the airlines have accepted when booking their passengers on partner flights. While your were booked on our flight, this transaction did occur with us. Systematically, we do not have the ability to refund a China Eastern Airline ticket. Accordingly, there is nothing more we can do. 
  
  Thank you again for allowing us to respond to your concern. 
  
   I've included a copy of our response for the BBB files.
  
   
  ************************************************************************* Supervisor
  Delta Air Lines

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23188672
  
  I am rejecting this response because:

  Ive been in contact with China Eastern, but theyre having difficulty locating the necessary information. To proceed with the refund process, could you please provide the following details: 
  
  - If you contacted them via email, kindly share the email address used and the subject line. 
  - If it was an internal message, please let me know who you communicated with and the details of the conversation. 
  
  Having this information will help expedite the refund process. Thank you for your assistance. 
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/10/25 Delta charged different prices for the same flight searched at the same time to both my step-mother and I in different states by nearly $300 on a flight that they knew was for the purpose of bereavement when they offer a program to lower the cost of flights. When my step mother addressed this issue, they failed to knock down the price to the lower cost, but instead offered $100 off. This was deeply frustrating and as I understand it illegal pricing discrimination.

  

  Business Response

  Date: 04/10/2025

  Hello ****,
  
   
  We have received your response from the Better Business Bureau regarding our ticket prices on our website. 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. We realize getting the most favorable ticket price is a priority for you especially during a time of bereavement. While reviewing the screenshots submitted, there was not much we could gather other than time was about an 8-hr difference. 
  
  It is quite common for passengers to pay a different price for the same flight routing even at the same time. Airline tickets prices fluctuates and operates like any other supply and demand market. When shopping for flights, you are working with a live inventory of fares. It is quite possible for passenger to hold the last fare for a particular price point in their cart, while another customer could be simultaneously searching same flight, receiving a higher fare because the lower fare is sitting in the other customer's cart. Furthermore, bereavement fares are only available via messaging, or phone.
  
  For more information regarding our bereavement fares, please visit ************************************************************************************
  
   
  Regards,
  
  ******* ******
  Customer Care Supervisor
  Delta Air Lines
  

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23188629
  
  I am rejecting this response because:

  While the screenshots were from different times, the issues were occurring at a simultaneous time. When the team was contacted their excuse was that the flight did not exist in the system even though it was populating as you can see in the screenshots, not that it was full or unavailable but did not exist. The lies during the customer service experience were the most shocking considering this was for a bereavement flight discount 

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/11/2025

  Hello ****,
  
  
  We have received your response from the Better Business Bureau regarding our ticket prices on our website.
  
  I can understand your perspective especially given the unfortunate circumstances. However, we were unable to find a service failure. I have forwarded your feedback to our Reservations Leadership team for future considerations when improving our services. Emails like yours helps us provide a better experience going forward.
  
  Thank you again for allowing us to respond to your concern. 
  
  I've included a copy of our response for the BBB files.
  
  
  Regards,
  
  ******* ******
  Customer Care Supervisor
  Delta Air Lines
  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to recover reimbursement funds from Delta for over a month now. These funds are expenses we incurred because of Delta and we were told would be recoverable from delta. In March I used my annual companion airfire trip to take my partner and I on vacation to ******* from ***********. Our flight from *** to *** was delayed 20 minutes and we were unable to catch our flight from *** to ******* because they left 5 minutes early even though there were at least 3 flights (I know this because of the line at the help desk) delayed and at least a dozen passengers missing. Additionally, we later found out that flight ONLY happens 1x a week, so we had to be rerouted to ***** and pay $600 out of pocket for one way flights from ***** to *******, and incur the costs of staying there for 2 nights while we waited for the next available flight. Over the vacation we incurred over $1800 in unexpected out of pocket expenses for this trip and missed out on 3 days of our vacation plans in *******. I've requested a reimburesement through their channels and haven't heard back in weeks, additionally I requested they issue a new companion ticket so we could try and take our vacation again this fall. I've heard back nothing on both requests.

  

  Business Response

  Date: 04/10/2025

  Hello *********,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding the controllable delay of Delta Marketed and Operated Flight 1402 from ********, ** to *******, ** on March 9, ********************************************* ************************** cases ******** and ********. I'm happy to review your concerns. 
  
  After reading your email and reviewing your reservation, I can understand why you wanted to contact us as soon as possible. I'm very sorry to hear you used your companion tickets only to miss your connection due to your delay, had to rebook into ***** with us and had to get a flight with another air line from ***** to *******. You deserved a better experience than that. I appreciate the opportunity to make this right with you. 
  
  Rest assured, I have filed a series of formal complaints with our Flight Operations, Airport Customer Service and Reservations Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. 
  
  Though we're unable to consider reimbursement for alternate transportation or the costs incurred after rebooking and flying you to Aruba at your request after the interruption, we can certainly refund the unflown portion of your tickets. Our refunds team will email you directly once this is processed with the amounts, which will be within 7 days. 
  
  We are unable to reissue Companion Certificates as you choose to rebook on the next available flight instead of cancelling your trip and getting a refund due to an interruption like this one. I'm sorry to disappoint you as I'm sure this is not the answer you were hoping to hear. That being said, we respectfully must decline your requests for reimbursement, refunds and restatement of your Companion Certificates. 
  
  As a goodwill gesture for the inconvenience, I have issued a $200.00 Delta Transportation Credit Voucher per person. These will arrive via email within 72 hours. We appreciate your patience and understanding regarding this matter. 
  
  *********, we know when you travel, you have a choice. Thank you for choosing Delta as a SkyMiles Member and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0Qyyjy:ref]

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23186404
  
  I appreciate the credits to resolve the issue of the companion airfare ticket. We look forward to using them on our next trip with Delta.

  However, I am rejecting this response because: Delta still has not resolved and refunded the ~$1800 in expenses we incurred, which we were assured were refundable while dealing with this issue with Delta support during our travel. Our reimbursement request was placed on March 17th and the process to secure the reimbursement hasn't even started. 

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

  

  Business Response

  Date: 04/17/2025

  Hello *********,
  
  RE: Complaint #********
  
  We have received your response to our response to your complaint filed with the Better Business Bureau regarding the controllable delay of Delta Marketed and Operated Flight 1402 from ********, ** to *******, ** on March 9, ********************************************* ************************** cases ******** and ********. I'm happy to review your concerns. 
  
  After reading your response, I can understand why you wanted to respond. Respectfully, we're unable to consider reimbursement for the costs incurred. We appreciate your patience and understanding regarding this matter. 
  
  *********, we know when you travel, you have a choice. Thank you for choosing Delta as a SkyMiles Member and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0RK4nv:ref]
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23186404
  
  I am rejecting this response because: I WAS assured verbally, via the delta chat, and on the phone that we would be reimbursed for the costs we incurred.

  ***************************************************** outlines deltas reimbursement policy.

  If youve been impacted by a significant delay (3 hours or more) or a cancellation within the control of Delta, you may be eligible for reimbursement (under Section 12 of the Delta Customer Service Plan) of the following reasonable expenses for:
  
  a hotel away from your origin or destination
  transportation to/from hotel
  meal expenses
  If youre a resident of the **** and its territories or ******, use this form to submit a reimbursement request for eligible hotel, transportation and/or meal expenses you incurred.
  

  we missed out connecting flight because of Deltas mechanical issue (delay) AND because the flight left EARLY. Additionally we were reassured we would be compensated for the additional costs. 

  If this is not resolved, I will be filing a complaint with the *** and the ***. Not to mention share this experience on yelp and across social media. 

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

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the recent travel experience we had with Delta Airlines on March 27, 2025. Our flight from ***************** to ******* was overbooked, and despite checking in a day prior and arriving at the airport three hours early, we were not assigned seats. We were informed that seats would be assigned at the gate, but ultimately, we were denied boarding due to ************** a result, we missed our connecting flight to **** from *******. The agent at ***************** suggested we go to ************************* to catch an American Airlines flight to **** via ****** and assured us that Delta would cover the transportation costs. We accepted this change and took an **** to *************************. However, upon arrival, American Airlines declined our tickets, stating that they were not issued, only ********* the midst of this chaos, we contacted Delta customer service, who informed us that they were not authorized to put us on a different airline. With no available tickets on the same day, we were rebooked on a flight for the next day. This disruption caused us to lose two days of our vacation, including prepaid ****** accommodations and railway tickets in *****, which we had planned months in advance.We are seeking compensation for the inconvenience and financial losses incurred due to this disruption. Please advise on the next steps to process our claim.Thank you for your attention to this matter.

  

  Business Response

  Date: 04/10/2025

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding your experience traveling out of ***************** on March 27th. I am honored to have the opportunity to respond to your concerns.
  
  Please accept our sincerest apologies for the inconvenience we caused. I see where we failed you and ******* and I am truly sorry. It is true by purchasing a Basic Economy ticket, if the flight is full, you may be denied boarding if we have no volunteers. *** is a small airport that is serviced by contractors, who do a very good job. However, they are not as experienced, especially with the international flights. You should have never been rebooked on American Airlines. Also, they did not handle the denied boarding correctly either and I do apologize. I have sent your comments over to the *** Airport Customer Service leadership team for review. They will use your feedback for training purposes.
  
  After review, I see you each received a $250.00 transportation credit voucher. I am sending an ACH payment for the reimbursement of the Ubers and meal in the amount of $151.38. Unfortunately, we do not cover any pre-paid expenses, hotels, rental cars, event tickets, lost time or wages per our Contract of Carriage.
  
  In addition to the credit vouchers, I'm sending you one $300.00 Delta Choice gift card. Hopefully you can choose a gift card that can make up for some expenses lost. You will be receiving an email from Delta Choices to choose the gift card of your choice.
  
  *******, thank you for allowing me to respond to your concerns. We can't wait to serve you both again soon to provide a better experience.
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 04/12/2025

   
  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

  Date:04/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was attempting to purchase roundtrip flights advertised on Deltas website at ****** miles per person from BWI-YVR May25-Jun3. I was able to put them in cart and add payment but was receiving errors. I chatted several representatives who informed me that fair was no longer available because the connection was operated by *******. I had transferred ******* amex points to miles to pay for 4 tickets. This is illegal and deceptive advertising, and I was told there is nothing Delta can do even though it is advertised on YOUR website. Now I am out ******* because the available flights are much more expensive and I have no way of transferring my skymiles back to ****. I am out ~$1300 and for your companies illegal practice. They knowingly continue to have fares listed that are unavailable for purchase, I do not know how that is legal and they can claim there is nothing they can do about it.

  

  Business Response

  Date: 04/10/2025

  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 the fare no longer exist at the time of booking.
  
  Fares changed constantly and are based on availability at the time of purchase. This is especially true when our Delta partners are involved.  Regretfully, we are unable to honor any fares that are no longer available. I realize this wasnt the answer you had hoped for.
  
  ******, 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

  Date:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased two separate tickets: a Delta one-way flight from *** to *** (using frequent flyer miles) and a roundtrip ticket from *** to TLV with LOT Airlines. Our Delta flight (5713) was delayed three times and ultimately canceled. By the time it was canceled, no other flights were available and we didnt have time to drive to ***. Delta claimed the cancellation was due to weather, yet many other flightsincluding some Delta flightsoperated to/from *** that same afternoon.Due to the cancellation, we had to rebook our LOT flight for the next day (March 6). This change cost us a $3,837.60 penalty. LOT and ************** (our booking agency) refused to waive the fee, despite our explanation and supporting **************** addition to the rebooking fee, we incurred other expenses including tolls and parking for both *** and **** To avoid further delays, we chose to drive from ********* to *** on March 5. That evening, I informed Delta by phone, and the agent refunded our ticket. I also inquired about reimbursement for our expenses and was told to submit a claim after the trip.After filing the claim, Delta responded they cannot consider reimbursement for flights already flown or refunded. Had we known that accepting a refund of $5.60 each would invalidate any reimbursement, we never would have accepted it.We are asking Delta to reconsider and reimburse the expenses incurred due to this flight cancellation. If Delta had canceled earlierrather than delaying the flight three timeswe would have driven to *** in time and avoided this situation entirely.Weve attached relevant documents including Delta and LOT tickets, credit card charges, emails with Delta, LOT, and Crystal ******* toll and parking receipts, and screenshots of all relevant communications.

  

  Business Response

  Date: 04/10/2025

  Hello Babak,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding the non-controllable cancellation of Delta Marketed and Republic Operated Flight 5713 from **********-******, ** to ************, ** on March 5, ********************************************* ************************** case ********. I'm happy to review your concerns. 
  
  After reading your email and reviewing your reservation, I can understand why you wanted to contact us as soon as possible. I'm very sorry to hear you weren't able to travel with us due to the rebooking option not working with your alternate air line's ticket and had to pay to rebook your other air line ticket. You deserved a better experience than that. I appreciate the opportunity to address this with you. 
  
  Rest assured, I have filed a series of formal complaints with our Flight Operations, Airport Customer Service and Reservations Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. 
  
  We are unable to consider reimbursement for your added expenses as they are ineligible for reimbursement both due to the non-controllable nature (due to ground delay programs related to weather) of the cancellation as well as due to the fact that our contract of carriage states we would only consider your trip as ticketed and would not be held responsible for incurred costs as the result of non-controllable cancellations. As you drove to ***, we refunded your tickets as paid, ***** SkyMiles per person and 5.60 in taxes and carrier imposed fees.
  
  Respectfully, we must uphold the decision in reimbursement ************************** case ******** and would not issue reimbursement or compensation for this interruption. I'm sorry to disappoint you as I'm sure this is not the answer you were hoping to hear. We do need to adhere to policy and procedure in this situation. We appreciate your patience and understanding regarding this matter. 
  
  Babak, we know when you travel, you have a choice. Thank you for choosing Delta as a Platinum Medallion and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0QxXNa:ref]

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23183004
  
  I am rejecting this response because:

  Once again, Delta is NOT providing any explanation as to why this cancellation was beyond their control. They kept telling me it was due to the bad weather.  However, there were many other flights that took off and landed in *** that afternoon, including some Delta flights.  So, I do not accept their response.  I'm truly disappointed with their response and fell like I'm not getting an honest answer.

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

  

  Business Response

  Date: 04/11/2025

  Hello *****,
  
  RE: Complaint #********
  
  We have received your response to our response to your complaint filed with the Better Business Bureau regarding the non-controllable cancellation of Delta Marketed and Republic Operated Flight 5713 from *************************************, ** to ************, ** on March 5, ********************************************* ************************** case ********. I'm happy to review your concerns. 
  
  Once again, your flight was cancelled due to weather caused ground delay programs out of ***. This caused many delays and some cancellations that day for not only Delta but for other Air Lines as well. While I regret you think you're not getting an honest answer, this is the truth. The delay codes we report are regulated by the ***. If you were eligible for compensation or reimbursement, please know we would be more than happy to provide it. That being said, you are not eligible for either reimbursement or compensation in this case. We appreciate your patience and understanding regarding this matter. 
  
  Babak, we know when you travel, you have a choice. Thank you for choosing Delta as a Platinum Medallion and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0QzO1f:ref]

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23183004
  
  

  Dear **** ***,

  
  Thank you for taking the time to respond. As a Delta Platinum Medallion member who has flown with your airline at least once a month since 2001, Ive entrusted Delta with well over $100,000 in business over the years. I dont expect special treatment, but I do expect honesty, accountability, and consistencyespecially from a company Ive supported so loyally.

  
  From the moment Flight 5713 was delayedthree timesand ultimately canceled, I was told the issue was weather-related at ***. Now, for the first time, Im being told it was due to weather at ***. Meanwhile, during the exact window of our delay and cancellation, numerous flightsincluding Delta-operated onessuccessfully departed and arrived at both *** and ***. These inconsistencies undermine the credibility of your explanation.

  
  Let me be clear: this cancellation caused a cascade of costs and disruptions, including a $3,837.60 rebooking fee, tolls, parking, and the loss of a full travel day. And yet, Deltas response is not only to deny reimbursement, but to rely on shifting explanations with no clear accountability. Thats unacceptablenot just to me, but to any customer who expects truthfulness and responsibility from an airline theyve supported for over 20 years.

  
  So I ask you sincerely: if you were in my position, would you accept the vague and conflicting justifications offered here? Would this response reflect the values Delta claims to uphold?
  

  Respectfully,
  

  ***** *******
  

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My return flight from ******* to ********* (Confirmation: GBHKYH) with a connection in ******* on Sunday, April 6 was delayed causing a missed connection. I was not informed of this until 2 hours before the flight meaning I had arrived at the airport and had no way of adjusting my travel plans. I was then advised by your chat support that since my flight was now bumped until the next day I would be reimbursed for lodging, travel and meals. I submitted a compensation request (Case: #********) which was then denied. This is unacceptable. I have attached my receipts as well as the chat log where I was advised by your own support team that I would be compensated. The fact that I have to chase you down and file a BBB inquiry is even more ridiculous and I should be compensated with additional credit on my Delta account with travel vouchers.

  

  Business Response

  Date: 04/09/2025

  Hello *****,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding the non-controllable cancellation of Delta Marketed and Operated Flight 1497 from *******, ** to *******, ** on April 6, ********************************************* ************************** cases ******** and ********. I'm happy to review your concerns. 
  
  After reading your email and reviewing your reservation, I can understand why you wanted to contact us as soon as possible. I'm disappointed to hear you were delayed but not notified, your flight was cancelled, you were under the impression your expenses would be reimbursed and you were not reimbursed. You deserved a better experience than that. I appreciate the opportunity to address this with you.
  
  I did review the chat log and you were advised that you could wait in line for a voucher or you could book your own hotel and submit your claim for reimbursement. I do see that at no point in the chat you were guaranteed that reimbursement would be approved. As the flight was cancelled due to non-controllable weather reasons, the expenses incurred are not eligible for reimbursement. I apologize for the miscommunication as well as delivering an answer that I'm sure you were not hoping to hear. 
  
  Please note that the only department that can promise or approve reimbursement for expenses is Customer Care, the department who also handles the Better Business Bureau cases. Though our agents may attempt to be helpful by saying to upload your receipts and they will be approved, that information would not change our policies. Respectfully, we are unable to supersede policy and procedure in this case and must advise you that we would uphold the previous decision in the ************************** cases and would not issue reimbursement in this case. We appreciate your patience and understanding regarding this matter. 
  
  Rest assured, I have filed a series of formal complaints with our Flight Operations, Airport Customer Service and Reservations Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. 
  
  *****, we know when you travel, you have a choice. Thank you for choosing Delta as a Silver Medallion and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0Qv2Hb:ref]

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23181297
  
  I am rejecting this response because: This is an unacceptable response. Your support advised on compensation and no where stated or even hinted that this is not something that would be approved. You may want to read the quote from YOUR SUPPORT:
  

  "With this kinds of situations, we can provide you a hotel, meal and transportation voucher while you're currently waiting for your rebooked flight to depart. Or you can keep the receipt for your additional expenses including your hotel, meal and transportation expenses to submit your reimbursement claim after completing the flight. 
  
  Which one do you prefer?"

  Are you saying that you do not stand behind the words of your company? This is completely unacceptable and essentially a bait and switch to placate me into thinking I will be reimbursed and not have to deal with an upset customer. Stand by your company promises made BY YOUR EMPLOYEES. I will also be reaching out to consumer protection regarding these flagrant practices. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/09/2025

  Hello *****,
  
  RE: Complaint #********
  
  We have received your response to our response to your complaint filed with the Better Business Bureau regarding the non-controllable cancellation of Delta Marketed and Operated Flight 1497 from *******, ** to *******, ** on April 6, ********************************************* ************************** cases ******** and ********. I'm happy to review your concerns. 
  
  While I certainly understand your frustration with the situation, respectfully we are unable to grant your request. As the flight was canceled due to non controllable reasons, we would uphold our decision in the previous email sent and would not reimburse for the expenses incurred. I'm sorry to disappoint you further as I'm sure this is not the answer you were hoping to hear, however we do need to adhere to policy and procedure in this situation. We appreciate your patience and understanding regarding this matter.
  
  *****, we know when you travel, you have a choice. Thank you for choosing Delta as a Silver Medallion and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0QvMzW:ref]

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23181297
  
  I am rejecting this response because: you continue to not address the promises made by your company. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I RECEIVED NOTICE FROM BBB THAT THIS IS A DUPLICATE COMPLAINT? IT IS NOT.....I received notice that my family's original flight DL1021 was delayed by over an hour via text on 4-3. I rebooked us on flight DL1302. At the gate I was told the flight was overbooked, and that they should not have booked my family on the flight as there were not enough seats. I was asked to take a $500 voucher for each family member by the gate agent and would be put back on our original flight. I asked my wife and we agreed to this, but then the supervisor at the gate decided not to allow the offer. We were then told we would all be put on the flight (1021) but we could not sit together. Additionally, we were told my kids (ages 9 and 12) would have to sit together, and my wife and I would have to sit separately from each other. I had to sit in 19F, my wife in 19A, and my children in 22A and 22B. I would NEVER have done this had I known we would not be able to sit together. When I rebooked I was told we had 36 D/E and 37 D/E, so my wife and I would each sit with a kid. I am asking for you to put ****** miles (MINIMUM) into each of our sky miles accounts for the trouble. I have continued to have a decline in customer service and help in the last few years with Delta, and it is extremely frustrating. There was a time not that long ago when Delta would have proactively taken care of us after a situation like this. Date of Flight 04/03/2025 Confirmation Number H5WVUU PSP to MSP - Delta Air Lines Flight Number 1021 Ticket Number ************* Names and sky miles are below: ****** **** ****** - ********** ***** ****** ****** - ********** ****** **** ****** - ********** **** Rose ****** - ********** Your help and time to resolve this are appreciated. J. **** ****** ************

  

  Business Response

  Date: 04/10/2025

  Hello ******,
  
  We have received your complaint filed with the Better Business Bureau regarding being offered a $500 transportation credit voucher each to volunteer to give up your seat. I am honored to have the opportunity to respond to your concerns.
  
  I know it was disappointing being offered $500 to volunteer to take another fight and then your seat was not needed. Unfortunately, we have to ask for volunteers or deny the passengers that do not have seat assignments.  However, we never know until the last minute if your seat is needed. I'm sorry they didn't make this clear. I have sent your comments over to the Airport Customer Service leadership team for review. They will use your feedback for training purposes.
  
  After review, I see you and your family was give ***** bonus miles for the inconvenience. Respectfully, I will be unable to offer an additional compensation at this time. I appreciate your understanding.
  
  ******, thank you for being a Silver Medallion and a loyal SkyMiles member since 2003 and thank you for allowing me to respond to your concerns.
  
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 04/10/2025

   
  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.

  I do not think this Delta representative understands what happened, but I am good with the miles.

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

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary (review attached PDF for full information):We had an extremely disappointing experience with Delta on 4/7/25 that needs to be addressed. It began with a miscommunication regarding our delayed Cancun flight. We were told we were still on our original 11:10 AM flight, not informed that another flight had taken that time, causing confusion and making us miss our shuttle. After a long and frustrating chat exchange, we barely made it on time.More concerning was our connection to ********* (DL4922, gate C49). The agent only called zones up to five, then suddenly switched to final boarding without any announcements. No names were called, no explanation given. When we asked why our zone hadnt been called, the agent responded with, I dont even have to let you on the plane. This unprofessional behavior was completely uncalled for.Once on board, we pink-tagged our carry-ons. Upon arriving in *********, both bags were missing. We filed a report with ****** at the ticket counter but were given no reference number until we followed up ourselves (AVLDL28312, case ********). Still no update.From start to finishmiscommunication, poor customer service, and lost luggagethis experience was unacceptable. We expect better from Delta and hope this is promptly resolved..

  

  Business Response

  Date: 04/09/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 1963 from ****** to ******* on April 7.  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 late notification of this delay.  Im happy to see you were able to catch an earlier flight.  You lost baggage claim is being handled by our Baggage Department in a separate case.
  
  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 can never place a value on your time or overall flying experience, as a tangible form of an apology, Im issuing 2 Electronic Transportation Credit Vouchers for $150.00.  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 2021!  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 Answer

  Date: 04/09/2025

   
  Complaint: 23179206
  
  I am rejecting this response because:

  Hi *******,

  I do appreciate your prompt response and issuance of vouchers. However, I really need to emphasize the importance of finding our two bags and the oddity of the situtation. The Delta employee was not in the right headspace, and we did NOT feel comfortable leaving our bags with her on the tunnel to get onto the plane but were left with no other option. The last time we saw them was getting onto the plane at gate C49 after we placed a pink tag onto each one. Can you or the Atlanta Airport review camera footage to see what she did with them? The next flight out of this gate was for **********. Maybe they ended up on that plane?? They had NO other tracking number and we didn't receive anything back after handing them over. We still haven't heard anything. I'm going to attach photos of what they look like here and I ask you please get them to the right place. I tried uploading photos but the instructions are unclear on how to do so as it said my File Reference # was for reimbursement. Our bags contained very sentimental items from loved ones neither of us can place a value on. I ask that you PLEASE assist us in locating them. My number is ************. Thank you for your help and time.
  

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

  

  Business Response

  Date: 04/10/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your reply.  As previously mentioned, your baggage claim will be handled separately by our Baggage Department. I will forward this email to them as well.  Claims can take up to 14 business days. You may also contact our Baggage Department at ************** and ask to speak to a supervisor.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer Answer

  Date: 04/10/2025

   
  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

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a return flight canceled for mechanical reasons on Delta. No delta flights were available the next day and I was subsequently rescheduled 48 hours after my original scheduled departure. As per deltas customer service plan, delta will If a Delta flight is unavailable, we will arrange an alternative flight operated by another airline with which we have a ticketing agreement at no additional cost. Many other customers on the same flight were rebooked on a different airline. I requested to be rebooked on a different airline as there were no available flights the following day with Delta. The Delta supervisor told me they cannot rebook customers on different airlines, which I know not to be true. She informed me I would need to book the ticket myself, then submit a request for reimbursement. I was also told I should have no issues being fully reimbursed by doing this from the Delta representative. I was subsequently denied reimbursement, which is my reason for the complaint.

  

  Business Response

  Date: 04/09/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 397 from **** to ************** on April 5.  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 when you were eager to get to your destination.  I have forwarded your email to our ****************** to process a refund for your unused tickets.  Be advised this process can take up to 14 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 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 are unable to refund the tickets you purchased on United Airlines, as a tangible form of an apology, Im issuing 2 Electronic Transportation Credit Vouchers for $500.00.  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 2012!  We appreciate your loyalty as one of our Platinum Medallion members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor