Business Profile

Airlines

Delta Air Lines

Complaints

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

Customer Complaints Summary

4,826 total complaints in the last 3 years.
1,622 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/14/2022
Type:Billing 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.
My daughter flew to camp this year as an unaccompanied minor. Because shes a minor without a credit card, she couldnt pay for her checked bag fees on the way back from camp. Delta allowed me to pay for that by the credit card over the phone on the day before her flight. I was assured that payment would show on her ticket & shed be able to check the bags without taking further money from anyone. But when she got to the airport, they said that she still needed to pay for it. The counselor who dropped her off charged $70 to his card & took cash from my daughter. I have uploaded both receipts; mine is an email receipt showing $70 charged on 8/13/22, & the other is a printed receipt showing $70 charged on 8/14/22.Id like to note that I left a review with the BBB yesterday, based on how difficult they made it to pay for the bags Ive also uploaded a screenshot from their chat where they assured me Id be able to do all of this online, when in fact I had to spend hours on the phone, to then be ripped off. As of yesterday, I was unhappy with the service but didnt need help to resolve anything. When I learned today that they lied & charged AGAIN for the bags that I already paid for, I called & tried to get it refunded. No one knew who to talk to. I spent over 30 minutes on hold while they transferred me, but there was no answer in that time. Now I need help to get one of the $70 charges refunded. Both receipts say there are no refunds available, so Im not sure that it would have done me any good if anyone did answer. While I understand that refunds may not typically be available for baggage fees, that should only apply to actually paying for the bags to fly. Delta should only have collected that fee ONCE, but they have collected it twice, & I have no way to get the cash back from where it was taken to cover the duplicate charge. Delta needs to refund my card for the first charge. Id also like to paid $30 for my time, since they wasted <2 hours of my weekend.
Business Response
Date: 08/24/2022
Hello ********,

We have received your complaint filed with the Better Business Bureau regarding your daughter's bag fee in ********* on August 14th. I am honored to have the opportunity to respond to your concerns.

I know it was frustrating for the camp leader to have to pay for ********'s bag fee after you had already had it set up. I'm sorry for the inconvenience. After review, I am only showing one bag fee for August 14th in the reservation. It's the same charge that you provided with the Mastercard ending in ****. The other document you sent is a copy of your phone's keypad. Please provide a receipt for the bag fee you were charged, or the 006 number from your credit card statement where I can refund it. I look forward to your response.

Thank you for allowing me to respond to your concerns. Have a wonderful day!

Regards,

****************************
Customer Answer
Date: 08/24/2022
I apologize for providing the wrong attachment. This screenshot was taken after I sat over half an hour on hold with Delta, showing the length of the call. It appears I failed to attach the remaining photos, which are now included. There are two screenshots of the email confirmation I received, because the full email didnt fit to send it as a single screenshot. Ive also sent screenshots showing the payment from my bank, which clearly documents that this was paid on 8/13 and therefore shouldnt have been charged again when she flew on the 14th.
Business Response
Date: 08/30/2022
Hello ********,

We have received your response from the Better Business Bureau with the information requested. Thank you! I have refunded your $70.00 bag fee back to your **** card ending in **** and sent you a refund receipt.

As a goodwill gesture for the inconvenience, I'm sending you a $50.00 Delta Choice gift card. You will receive an email from Delta Choices with a link to choose a gift of your choice. Please check your junk and spam folders if you do not receive the email within 24 hours.

Thank you again for allowing me to respond to your concerns. I hope you have a wonderful day!

Regards,

****************************
Customer Answer
Date: 08/30/2022

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:08/13/2022
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.
Flight got cancelled had to get a hotel room I did t need switched flights went from 5 hour flight to over 14. Didnt get me to my destination missed a day of work. Trying to deal with them but you cant ever talk to anyone in our alot of money and some I know I cant recoupe
Business Response
Date: 08/24/2022
Hello ******,

We have received your complaint filed with the Better Business Bureau regarding your delayed flight from ************ on August 7th and I am honored to have the opportunity to respond to your concerns.

Our goal is to get you to where you need to be safely and on time. I'm sorry we failed to provide the on time service you expected and should have received. I know it was an inconvenience to miss work and have to fly into ********** instead.

After review, I see you spoke to a Specialist and was given compensation in the amount of a $200.00 voucher for the delay. I have requested an ACH reimbursement in the amount of $176.97 for your hotel and meals. You will receive an email from <***********************> and you will need to enter your confirmation number to accept the email. If you prefer a check, do nothing and after 10 days, one will be mailed automatically.

Thank you for allowing me to respond to your concerns and thank you for being a Silver Medallion and a loyal SkyMiles member since 2017. I hope you have a wonderful day!

Regards,

****************************
Customer Answer
Date: 08/26/2022

Complaint: 17713408

I am rejecting this response because:

Sincerely,
You cost me over **** dollars. Tried dealing with delta and never got a response til I did this
*****************************
Business Response
Date: 08/26/2022
Hello ******,

We have received your response from the Better Business Bureau regarding our prior correspondence. Regrettably, you did not accept our answer and per the previous, you have received $200.00 voucher as compensation as well as $176.97 for reimbursement for your hotel and meals. Normally we do not provide hotel accommodation unless you are stranded overnight.
Understanding you had to fly into an alternate airport due to the flight disruption, we reimbursed your hotel. We do not reimburse any prepaid accommodations, events or loss wages.

We ask for your patience while we work around the clock to get caught up on responding to your complaints. When you submitted your complaint through delta.com on August 8th, you did receive an automatic response explaining it may take more than 30 days to hear from us. We appreciate your understanding.

As such, our latest position remains the same. I'm sorry to disappoint you, there will be no additional reimbursement offered. I've included a copy of our responses for the BBB files.

Thank you again for allowing us to respond to your concerns.

Regards,

****************************
Customer Answer
Date: 08/26/2022

Complaint: 17713408

I am rejecting this response because:
Unacceptable I lost a whole day and it cost me over 1000$. Delta is the one who cancelled my flight and put me through hell
Sincerely,

*****************************
Initial Complaint
Date:08/13/2022
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 booked a flight months ago with Delta airlines. Ticket price was $956. I had two delays once leaving, and once I got to my connecting flight. When I reached *******, which was to take take me to ************, ******* I was told that I had to get off the plane because there was no pilot. Let me add that I was days from surgery using a wheelchair service, and had already waited 3.5hrs to board the plane I was kicked off of. I was flying first class and even the flight attendants were being rude at this point. I could not get all the information of what to do next, because I had to wait foe wheelchair services to come and help me. By the time I was given instructions which was to pick a hotel, a lyft, and get a food voucher most of the hotels were already booked. I had to be wheeled all over the airport to arrange for a lyft car. One the associate got me to the "pickup" location I waited ***** min and they never showed up. I called the lyft and they told me and the delta associate that we were in the wrong place, but he was on his way. The driver never came, and the voucher was no more good because he charged it anyway. I ended up paying ***** to be taken to the hotel that was 11 miles away, please remember I can barely even stand and walk but was dropped off at the entrance of the hotel. My food voucher never worked I tried it twice and both times I had to pay about ***** for food. I finally got home the next day, which I missed taking my son to college. I called delta spoke to a representative that told me he was going to have all ****** refunded to me and if I hadn't heard anything within 3 days to call back. I waited 10 days no call. The new manager/rep said she doesn't know why he said that and that I could only get ****** back. I told her that was unacceptable, and it wasn't my fault about the pilot or the first manager saying I was ge a full refund. I told her staff need to be re-education, but in the mean time I need my full refund, she said NO.
Business Response
Date: 08/24/2022
Hello *******,

We have received your complaint filed with the Better Business Bureau regarding your flight cancellation. I am honored to have the opportunity to respond to your concerns. However, I am unable to find any flight information. I found your SkyMiles account but there is no recent flight activity. Please prove your ticket number, flight number with date of travel or confirmation number along with any out of pocket expenses for consideration. I look forward to your response.

Thank you for allowing me to respond to your concerns.

Regards,

****************************
Initial Complaint
Date:08/13/2022
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.
Delta flights DL1328 (returning from ****** to **********) for my wife and I were abruptly cancelled on Friday June 16 and automatically rescheduled for Sunday June18. We were awarded only $400 by Delta August 12 upon submission of our receipts totaling more than $1000 Case ******** upon our return in June from ******. We accepted the $400 but feel their policy is unfair. ****** is a very expensive city in which to be stranded for two days.
Business Response
Date: 08/24/2022
Hello ******,

We have received your complaint filed with the Better Business Bureau regarding your reimbursement for your flight cancellation on June 16th. I am honored to have the opportunity to respond to your concerns.

Our goal is to get you to where you need to be safely and on time. I know it was frustrating to have to spend two additional nights in ****** due to our flight cancellation. That's not the experience we wanted you to have. I'm sorry for the inconvenience.

When there is a flight cancellation and you have to find your own hotel, we do reimburse up to $100.00 per night as stated in our contract of carriage. However, we do realize some cities are more expensive so we do take that into consideration. I have received authorization from accounting to reimburse another $200.00 towards your out of pocket expenses. This comes to a total of $600.00 which covers $200.00 towards hotel per night and $100.00 per passenger for meals for the two nights.

You will receive an ACH payment from *****************/Chase in the amount of $200.00. Remember to include your confirmation number to accept. I hope this resolution is satisfactory to you.

As a goodwill gesture for the inconvenience, I've added ****** bonus miles into your SkyMiles account. The miles will be posted within three days. I have also added your flights to your account. You will be able to view them now, however it will take up to seven days for the miles to post. If ***** has a SkyMiles account, please provide her number.

Thank you for allowing me to respond to your concerns. I hope you have a wonderful day!

Regards,

****************************
Customer Answer
Date: 08/24/2022

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:08/12/2022
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.
I am writing for a remedy for the flight (JPAQLH) from *** on 05/20/2022, to ***. After being told Delta did not have a pilot available to operate our scheduled flight DL ****, our route was subsequently delayed. First an hour. Then three. After repeated delays (and no real answers), we were finally boarded onto the plane. Once aboard, we waited on the tarmac for take-off. That wait soon became an hour. Then two. Then three. We were told the delay was because there was still no pilot. Once a pilot arrived, we could not depart as they worried about the flight crew timing out. After three hours on the tarmac, at about 12:30 AM, we were told the flight crew had indeed timed out and we would need to deplane. By the time someone arrived with answers, the only hotel voucher available offered was over 40 minutes from the airport (and the $100 round trip transportation cost was not to be compensated). The gate agent told us to book a hotel and submit our receipts for reimbursement as this was clearly Deltas error. We were told our hotel fee cost and dinner would be covered. Due to the early morning, we ended up having to call a dozen hotels trying to find lodging as we were unable to book anything online. The hotel and uber ride were paid for out of pocket. Around 3 AM, we were finally able to order dinner, again, out of pocket. Following our original flight cancellation we were rebooked for the following day. That leg, however, was also delayed more than 3 hours. As a result of the cancellation and profound subsequent delays we also lost money on one nights non-refundable lodging in Milan; one day of our car rental; and tour tickets we could not get to (due to our rental car office closing before our updated arrival). Receipts submitted to Delta on 6/20 totaled $898 USD in expenses we paid due to a result of their mismanagement. 40 business days and 55 days following the complaint have passed. No response from delta. No reimbursement or remedy yet offered.
Business Response
Date: 08/23/2022
Hello Suriya,

We have received your complaint filed with the Better Business Bureau regarding your flight disruptions from *** to *** on May 20th. I am honored to have the opportunity to respond to your concerns.

Our goal is to get you to where you need to be safely and on time. However due to safety, immerse weather and other unavoidable situations, it becomes impossible at times. I know it was extremely sitting on the tarmac waiting to take off, then having the crew time out. During extreme weather hotels sell out and sometimes your are sitting on the tarmac waiting. Your flight the next day was delayed almost three hours due to mechanical. I'm sorry this was your experience.

After review, I'm not seeing the receipts you summited in your case#********. Most likely because it was submitted to the ******************* then had to be forwarded to Care. Please submit your out of pocket expenses for ******* for reimbursement. I look forward to your response.

Thank you for allowing me to respond to your concerns.

Regards,

****************************
Customer Answer
Date: 08/23/2022

Complaint: 17711398

I am rejecting this response because: Delta Complaint Case number attached to this unresolved issue is: ********. The number referenced in this response was for a case we had been told verbally to resubmit as it was submitted before our trip had concluded and did not have attached receipts.
Sincerely,

***********************
Business Response
Date: 08/24/2022
Hello Suriya,

We have received your response from the Better Business Bureau providing your case with receipts requested. I have requested an electronic reimbursement in the amount of $340.90. This includes $212.19 for your hotel in *******, $28.71 for your Uber and $100.00 for meals ($50.00 each).

You will receive an email from <donotreply@JPMorgan/chase.com> for your reimbursement. To accept this payment you will need to include your confirmation number on your reservation. If you prefer a check, do nothing and after ******************************************************************* your SkyMiles account.

Suriya, thanks for allowing me to respond to your concerns. Thanks for being a loyal SkyMiles member since 2014. I hope you have a wonderful day!

Regards,

****************************
Customer Answer
Date: 08/24/2022

Complaint: 17711398

I am rejecting this response because:
While I appreciate the reimbursement for the costs associated with our unexpected overnight stay in *******, the subsequent delays our rescheduled flight experienced (caused by mechanical issues on Deltas aircraft) resulted in significant financial loss. The cancelled flight and the following morning/afternoon travel delays were substantial and directly resulted in a loss of one nights stay in Milan; a days cost of car rental; and the cost of two non-refundable tickets to a local attraction. Receipts for these costs were provided for your review; a travel credit - only for these subsequent items - will be accepted if a larger financial refund cannot be issued.
Sincerely,

***********************
Business Response
Date: 08/26/2022
Hello Suriya,

We have received your response from the Better Business Bureau regarding our prior correspondence. Regrettably, you did not accept our answer. I understand you lost a night's stay in Milan along with other expenses. However, we do not cover any prepaid accommodations or events. I'm sorry to disappoint you. I know this isn't the answer you wanted to hear. I've included a copy of our responses for the BBB files.

Thanks again for allowing me to respond to your concerns. Have a wonderful weekend.

Regards,

****************************
Customer Answer
Date: 08/26/2022

Complaint: 17711398

I am rejecting this response because:
While I understand the need for company guidelines, adhering rigidly to company policy at the expense of a customer's experience and refusing to remedy the harm and financial burden that were a direct result of the substantial delay (over 24 hours) caused by your company is inexcusable. Without compensation (in the form of airline credit or monetary reimbursement) for the financial loss we experienced as a result of your poor planning and faulty equipment, this matter will be considered unresolved on our end.

Sincerely,

***********************
Initial Complaint
Date:08/12/2022
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 book a flight with Delta Airlines, that was supposed to be on 06/24/2022. Instead the flight was canceled. I requested a refund when I received the email informing me that the flight was canceled. I have not be given any response, despite contacting the airline several times, and going through their process.
Business Response
Date: 08/24/2022
Hello *****,

We have received your complaint filed with the Better Business Bureau regarding your refund request. I am honored to have the opportunity to respond to your concerns.

Our goal is to get you to where you need to be safely and on time. I'm sorry we failed to provide the service you expected and deserved. After review, I see both your and ******'s tickets were refunded on August 21st. It will take **** days for the credit to appear on your Discover card.

As a goodwill gesture for the inconvenience, I'm sending you and ****** each a $100.00 electronic transportation credit voucher. You will receive the vouchers via email within 24 hours.

Thank you for allowing me to respond to your concerns. I hope you have a wonderful day!

Regards,

****************************
Initial Complaint
Date:08/12/2022
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.
I purchased tickets for a flight to *** and made sure that we had the first flight in and the last flight out for our day of travel as we did not have plans to stay overnight. The flight into ATL was perfect no issues, the flight home is where the issues began, this was all on August 6, 2022. We arrived at the airport with 2.5 before departure. Upon arrival the flight was on time and the plane was at the gate so we thought that everything was great. Well turns out about an hour after sitting at the airport Delta started to delay flights and it was not just our flight but it was several flights. I wanted to make sure that I had all of the information possible to inform our babysitter of what was going on so I approached a gate agent. I was informed by the gate agent (not our flights agent because they were no where to be found) that I should probably go wait in the customer service line as all of the gate agents were told to leave their gates. We promptly walked over to the customer service counter and stood in line for 2 hours to finally get reassigned seats for a departure the following day as the flights were starting to show as cancelled due to staffing issues. We had to pay out of pocket to stay overnight as the hotels listed on the app from Delta had no vacancy. We were booked on a flight out the next morning. This flight out was showing again on time for August 7th, 2022 and within an hour of departure cancelled again. Only this time we did not receive a notice at all from Delta the only thing I received was a message saying we were not departing on August 8th, 2022 because all flights to ORD were sold out due to the cancellations. We made the choice due to needing to return for our children to fly into *** which is 2 hours from *** where our car was located. We had to get a family friend to pick us up and take us to retrieve our vehicle. The time and money spent is worth more than $100 compensation to fly with you again!
Business Response
Date: 08/23/2022
Hello ******,

We have received a copy of your complaint from the Better Business Bureau regarding your disappointing experience with us. I appreciate the opportunity to address your concerns.

Please accept our sincerest apologies for your experience during your travel with ** departing *******-*** on DL2976.

After review, I see your concerns have been addressed though the Delta.com channels in case number 05984114.

Thank you again for sharing your concerns. We value your support and hope to have the opportunity to better serve you.

Regards,
***************
Initial Complaint
Date:08/12/2022
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 previously filed a claim and the BBB forwarded the complaint to Priceline. I believe that my complaint should be resolved by Delta airlines. The complaint #******** I purchased the original airfare through priceline and I purchased trip insurance through Allianz Global and the trip was booked on Delta and a subsidiary. Due to Covid19, the scheduled cruise was postponed by the company. I cancelled through priceline and I felt that my trip insurance would issue a refund. Even though this was Covid related, Allianz failed to respond. Delta Airlines issued me Ecertificates to be used at a later date. So when I had to rebook my airfare for the rescheduled cruise, I was unable to use the ecertificates from Delta. First of all, the current pricing on airfare is MORE THAN 3 TIMES the original cost and on Delta's website, that went up to almost 5 times the original cost. I booked my airfare through priceline again. The current trip is scheduled for October 27 through November 5, 2022 for two passengers. The flights are with Delta and its subsidiary. I adamantly request that Delta apply my Ecertificates to the upcoming trip and therefore reduce my overall cost. In the alternative, refund my ecertificates so that I can apply the funds to my trip.
Business Response
Date: 08/23/2022
Hello *******,

We have received your complaint filed with the Better Business Bureau regarding eCredit from a previous Priceline ticket. I am honored to have the opportunity to respond to your concerns.

After review, I found a SkyMiles account for you, however no flight information. I can't fully address your concerns without seeing your eCredit, however I can tell you that Priceline is a third party and Delta is unable to touch Priceline tickets. You must contact Priceline for any changes or issues with your ticket. Since your original ticket was booked through Priceline, they should rebooked your ticket using your eCredit. Unfortunately, you paid Priceline, so Delta has no authority to tell them to accept your eCredit. I'm sorry to disappoint you. Also, if your eCredit is from a Priceline ticket, we are also unable to refund it.

Thank you for allowing me to respond to your concerns. I hope you have a wonderful day!

Regards,

****************************
Customer Answer
Date: 08/24/2022
I feel like everyone is "passing the buck". In my previous complaint #********, Priceline said that they could not do anything and I quote: "Regrettably, we cannot assist with your request as E-Certs are exclusive to Delta Air Lines. Kindly contact Delta Air Lines directly."
So even if I had requested to use them with priceline, it cannot be done. No one wants to help me here and I don't know where to get help. Please advise.
Thank you,
***************************
Business Response
Date: 08/24/2022
Hello *******,

We have received your response from the Better Business Bureau regarding our prior correspondence. Regrettably, you did not accept our answer and per the previous email, I can't fully address your concerns without seeing your eCredit. You provided me with a complaint# that can not be found. If this is a complaint filed with Priceline, Delta has no access to Priceline's complaints. I will be more than happy to help you when you provide with you eCredit number.

Thanks again for allowing me to respond to your concerns.

Regards,

****************************
Customer Answer
Date: 08/25/2022
I apologize for that oversight. The ecertificates are as follows:
Passenger Name
Ticket/Document Number
SAUNDRALYNNKEMMIS
0067623852363
KEVINSCOTTBRAIS
0067623852364
Business Response
Date: 08/26/2022
Hello *******,

RE: Case 06097129

We have received your response from the Better Business Bureau regarding our prior correspondence. Thank you for providing your eCredits. You and ***** each have eCredits to apply towards any Delta/Delta connection or codeshare flights in the amount of $322.40 each, without penalty, and an expiration date of December 31,2023. We will be happy to apply these credits toward any booking through us.

I'm not sure of Priceline's policy on eCredits since they sell bulk, negotiated and regular published fares. Since your eCredits are published fares, you can use them with us towards your next reservation. I'm sorry Priceline isn't willing to assist you with applying these eCredits, however we will be happy to. Any disagreement you have with Priceline, must be between you and Priceline since they are a solely owned and operated travel agency. I hope you find this information helpful.

Thanks again for allowing me to respond to your concerns. Have a wonderful weekend.

Regards,

****************************
Customer Answer
Date: 08/26/2022
This is the exact reason why I couldn't use the ecerts for my upcoming trip.

At this point, I wanOrlando, ** ****, **

Saturday, November 5
Delta Air Lines Flight 1403

5:26PM
***

SLC
1h 5m
9:50PM
***
1 stop
7h 24m

View full flight itinerary

Basic Economy
ManagePassengersImportant Info

Saundra ******
Seat
Ticket Number
OrlandoSalt Lake City
Delta Air Lines 1403
Assigned at check-in
0067742833973
Salt Lake ********
Delta Air Lines 3833
Assigned at check-in
0067742833973
Linda *****
Seat
Ticket Number
OrlandoSalt Lake City
Delta Air Lines 1403
Assigned at check-in
0067742833974
Salt Lake ********
Delta Air Lines 3833
Assigned at check-in
0067742833974t Delta to bend their rules and apply my Ecerts to The following tickets:

I am requesting that since I paid for the ticket that is in the name of *********************, he passed away more than 6 months ago. his ecert should be applied to the ticket for my travelling partner.

Priceline said in their previous correspondence: "Regrettably, we cannot assist with your request as E-Certs are exclusive to Delta Air Lines.Kindly contact Delta Air Lines directly."
It really should be quite simple to apply. If you need a copy of the death certificate, please let me know. I would be ever so greatful if Delta can just apply the ecertificates to my existing trip, which due to death, I have struggled financially. Please help.
Business Response
Date: 08/30/2022
Hello *******,

We have received your response from the Better Business Bureau regarding our prior correspondence. Regrettably, you did not accept our answer and per the previous email we will be happy to apply your eCredits toward your next flight booked through Delta. I'm sorry you aren't understanding that Priceline and Delta are two separate companies. You are requesting for Delta to apply your eCredits towards 1) tickets that are already paid for, and 2) tickets Delta didn't sell you. Since your tickets are already paid for, they would have to be refunded and purchased again to apply the eCredits, just the same as a coupon in a store.

I'm so sorry for the loss of *****. I have sent his ticket over to refunds for processing. This might take a little longer than 30 days for processing. You will receive an email once the ticket is refunded.

As such, our latest position remains the same. Thank you again for allowing me to respond to your concerns.

Regards,

****************************
Customer Answer
Date: 08/31/2022

Complaint: 17707137

I am rejecting this response because: Nobody wants to right this wrong. I contacted priceline and they say they can't do anything that the responsibility is to Delta. I contact Delta and they say they can't do anything as I booked through Priceline. I should have known that all I would get is the run around. Meanwhile, I am out $332 of my hard earned money. A once in a lifetime trip is not going well.

Sincerely,

***************************
Business Response
Date: 09/01/2022
Hello *******,

We have received your response filed with the Better Business Bureau regarding our prior correspondences. I'm sorry I have failed to explain to your understanding. Respectfully, there is no wrong on Delta's part. We will gladly accept your eCredit from Priceline, yet you continue to ask us to make Priceline, a company we have no authority over, to apply your eCredit to a ticket you have already purchased.

Please allow me to try to explain using an example. You purchase an item at ****** and return it and ****** gives you a gift card. You purchase another one at ******, and you do not use the gift card ****** gave you, then you go to Bloomingdales and want to apply that gift card towards a item you have already purchased at ******. It's impossible. This is the same scenario you are asking Delta to do.

I reached out to Priceline on your behalf and they advised they will allow you to use your eCredit, just like Delta will gladly accept your eCredit. However, it's impossible to apply a credit towards something that is already purchased. Priceline would have to make an exception and refund your ticket then apply your eCredit to a new booking, or we will be happy to book a reservation for you. However we are unable to honor a Priceline fare. I hope I have explained to your understanding. I've included a copy of our responses to the BBB files.

Regards,

****************************
Customer Answer
Date: 09/01/2022

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 say this with reluctance as Priceline has already told me in a complaint that I filed with BBB that they would not be able to use the Delta Ecertificate. I am not sure who will verify with priceline for me.

Sincerely,

***************************
Initial Complaint
Date:08/11/2022
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.
On Sunday, May 22, 2022, my daughter and I traveled from *****, ***** to ***********, ********* with a layover at *** in ********. After landing at ***, our flight to *********** was cancelled. The Delta agent at *** rebooked ** on a flight to *********** that did not leave until Tuesday, May 24th. The agent told us we would be responsible for paying for lodging, meals, transportation, etc. in ******** for the two days while waiting for the flight on the 24th. My daughter and I both had jobs to go to on Monday, May 23rd, so staying in ******** for two days at our own expense was not reasonable or acceptable. Thankfully, I was able to book two tickets on a JetBlue flight to *********** on Sunday, May 22nd. The total cost for the two JetBlue tickets was $908.20 (ticket receipts attached). Because Delta is not a partner with JetBlue, we had to pay for those tickets ourselves. I cancelled the Delta tickets for Tuesday, May 24th flight (conf. # GQGWV9 and #H2R2JZ). After I sent a complaint, Delta refunded me a mere $51.49 per ticket for those unused tickets. Delta claimed they sent the refund check for $102.98 to the travel agency that booked the original tickets, but the travel agency has never received that check, and therefore I have received no reimbursement to date. Additionally, a refund of $102.98 is completely unacceptable as that does not come close to covering the expense I incurred. I am requesting that Delta reimburse me $908.20 to cover the cost of the JetBlue tickets I had to purchase to travel back home within a reasonable timeframe. I sent emails to Delta on May 24th, June 14th and July 15th and still have not received a response from them, other than a notice that a $102.98 check was sent to the travel agency (which has not been received by the agency). Delta shut down its call centers, so I also have not been able to reach anyone by telephone. I hope the BBB can help me resolve this issue with Delta and obtain a refund of $908.20.
Business Response
Date: 08/24/2022
Hello *******,
We have received a copy of your complaint from the Better Business Bureau regarding your disappointing experience with us. I appreciate the opportunity to address your concerns.

Please accept our sincerest apologies for your experience during your travel with ** departing ********-*** on May 22, 2022.

After review,I see your concerns have been addressed though the Delta.com channels in case 05325565.

Thank you again for sharing your concerns. We value your support and hope to have the opportunity to better serve you.
Regards,
***************
Customer Answer
Date: 08/29/2022

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:08/11/2022
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 husband and I purchased 10 round trip tickets from Delta Airlines to take our family to **************** leaving ******* on June 11, 2022, and returning on June 18, 2022. On the scheduled day of departure for the return trip we found out that Delta had cancelled the return flight and had not provided a replacement flight. We could not make telephone contact with Delta as they had only recordings accepting incoming calls which said they would call back within 24 hours. They never called back and never opened their phone lines to incoming calls. They did not provide us a return flight for 4 Days which was finally arranged on June 22. During those 4 days we had to scramble to find sleeping accommodations for our family as practically every hotel was full. We had to stay in 3 different hotels during those 4 days as we could not find anywhere with multiple nights available. During that time we also had the expense of feeding our family. We filed a complaint with Delta demanding that they refund us for the food and lodging we had to pay for because of the unreasonable 4 day delay they caused us by failing to reschedule our flight. They gave us a complaint case number ******** but the only correspondence we have received from them was an offer to deposit 10K miles to our SkyMiles account. We sent them another email indicating this was not acceptable but we never received even as much as an acknowledgement that they had received our email. Their complaint phone lines remain inaccessible. The amount of reimbursement we are demanding from Delta for the food and lodging for those 4 days totals $12,096.19 and we included the receipts for this in our original complaint to them which they acknowledged receiving when they issued the complaint case number ********. Delta received untold amounts of federal assistance during the Pandemic. They have no justifiable reason for causing us this costly inconvenience. Please help us resolve this.
Business Response
Date: 08/23/2022
Hello *****,

We have received your complaint filed with the Better Business Bureau regarding you flight cancellation from **************** on June 18th. I am honored to have the opportunity to respond to your concerns.

Our goal is to get you to where you need to be safely and on time. However, at times situations outside Delta's control cause us to cancel our flight. Unfortunealy, on June 18th, all flights in and out of PLS were not allowed to land or depart due to government restrictions. That is why it was so hard to find hotel accommodations. I'm sorry for the inconvenience this caused. When there is a cancellation outside of Delta's control, the U.S. Regulations do not require airlines to provide accommodations or compensation. However, realizing the inconvenience, we did give a goodwill gesture of ****** bonus miles.

Respectfully, I am unable to honor your request of $12,096.19. I'm sorry to disappoint you. Thank you for allowing me to respond to your concerns.

Regards,

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

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