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

  
• 

  Delta Air Lines

  Hartsfield International Airport Atlanta, GA 30320

  
• 

  Delta Air Lines

  Dept. 745 Sky Miles Service Center PO Box 20532 Atlanta, GA 30320-2532

  
• 

  Delta Air Lines

  PO Box 20706 Atlanta, GA 30320-6001

  
• 

  Delta Air Lines

  565 Taxter Road Elmsford, NY 10523

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:07/30/2025

  Type:Service or Repair 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 family and I were on Delta Flight DL2022 (Confirmation # GVX206) from PHL to SLC to BZN. Our flight had several delays which caused us to miss our connecting flight from *** to ***. They attempted to rebook our flight the following day but assigned us to an 11pm departure from *** to ***. This forced us to change our rental car pick up (which cost an additional $300), booked hotel room in *** ($230), rafting trip planned for July 12 ($466), and a continuing education course ($700) I had paid to take in *******. We decided on Saturday morning that we would drive from *** to *** as to not end up delayed again and missing another day of our trip. I put a refund request into Delta (case # ********) and they thought that $25 per person was enough to cover our expenses. This was ridiculous and unacceptable. I contacted Delta again regarding the situation they then offered me a $50 travel credit. Why would I want to travel their airline again after this happened? Again, completely ridiculous and unacceptable. The airlines have constant delays, cancellations, etc and this needs to be addressed.

  

  Business Response

  Date: 07/31/2025

  Hello *****,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding the non-controllable diversion of Delta Marketed and Operated Flight 2022 from ************, ** to **************, ** which was diverted to *************, ** on July 11, 2025 as well as your reimbursement request for your rental car changes, hotel room in *******, rafting trip and continuing education course. I'm happy to review your concerns. 
  
  I'm sorry to hear your flight was diverted, causing you to miss your connection, you had added costs, you weren't able to be rebooked to your destination and you were only offered a travel credit. I understand you are seeking reimbursement for costs incurred.
  
  As the flight was diverted due to reasons related to weather, we would consider this a non-controllable interruption and would not consider reimbursement for the listed expenses incurred, nor would we be able to consider them in a controllable situation as prepaid expenses, lodging at your destination missed and alternate transportation to your alternate destination are all considered ineligible expenses. When there are safety restrictions placed by the ******************************* due to weather, we must wait until they've advised we have a place on the runway or until they advise we must cancel, delay or divert our flight due to logistical restrictions. I'm sorry to disappoint you 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.
  
  Rest assured, I have filed a series of formal complaints on your behalf with our Airport Customer Service, Reservations and Flight Operations 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 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.!500RO0WtZxH:ref]

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23677372
  
  I am rejecting this response because: I still find this to be unacceptable. There was a 5am flight available but we were booked for 11pm. Had we been rebooked for 5am we would have still been able to attend the course and rafting. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 08/01/2025

  Hello *****,
  
  RE: Complaint #********
  
  We have received your rejection of our response to your complaint filed with the Better Business Bureau regarding the non-controllable diversion of Delta Marketed and Operated Flight 2022 from ************, ** to **************, ** which was diverted to *************, ** on July 11, 2025 as well as your reimbursement request for your rental car changes, hotel room in *******, rafting trip and continuing education course. I'm happy to review your concerns. 
  
  I understand you advised that there was a 5 AM flight. I took a look and saw that the only flight operating that day from ************, ** to **************, ** was the flight you were booked and traveled on. I did also see that Delta Marketed and Operated Flight 1269 from ************, ** to *******, ** was scheduled at 5:30 AM and arriving into ******* at 7:30 AM on July 11, 2025. 
  
  The flight was scheduled to operate as planned until 7:46 PM ************ time, 5:46 PM ************** time and 6:46 PM ************* time on July 11, 2025 which was when Air Traffic Control advised we needed to take a different route due to the weather issues on our original flight path, and after this we needed to divert to get fuel to get to our destination on the rescheduled route. We are only able to rebook you without cost if the flight has in irregular operation notification, and we didn't receive the Air Traffic Control directives until your flight had already taken off from ************, *** 
  
  Even if we had other flights we could have booked you on that day, by the time Air Traffic Control advise that we needed to divert, we didn't have any options available to get you out of ************* and into ************** with time to make your connecting flight into *******. The only flight we had availability on to rebook your party of 4 on at that point was Delta Marketed and Operated Flight 1934 from **************, ** to *******, ** on July 12, 2025 leaving at 9:55 PM and arriving at 11:09 PM. We offered to rebook you on this flight but you declined and made the decision to drive to your destination and requested us to cancel your rebooked flight. At this point, we would only be able to refund the unflown portion of your ticket which our team processed for you and your family. 
  
  Respectfully, we must once again decline your requests for reimbursement for the listed expenses incurred nor would we consider compensation in this case given the fact that we could not control the interruption you experienced and only had the ability to rebook you at the time of interruption on flights with seats available. 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.!500RO0WxxOG:ref]

  Customer Answer

  Date: 08/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me but I am aware that Delta is not doing anything further. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/29/2025

  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.

  My case (#********) was submitted ****************************************** to follow up. I request that you follow up on my case._______________Case Number: ******** Subject: ************************** Feedback Submission I was at *****************, flying to ********* on the morning of July 14 on flight DL3573 (confirmation number: HRCY9O). The staff at the Delta Sky Priority lane at the curbside baggage drop-off counter refused to let me check my baggage at his counter. He claimed that this was an airport service and instructed me to drop off my baggage inside the terminal.When I approached the Delta Sky Priority lane at the baggage drop-off counter inside the terminal, the staff there was nice and told me that I should have been able to use the curbside baggage drop-off. He also did not understand why my baggage was refused at the curbside counter and said he would speak to them ******** assist with the investigation of this incident, I would like to formally file a complaint against the staff at the curbside baggage drop-off counter.

  

  Business Response

  Date: 07/30/2025

  We have received a copy of your complaint from the Better Business Bureau regarding your disappointing experience when traveling with us from ********* to ********* on July 14, 2025. I appreciate the opportunity to address your concerns.
  
  I'm sorry you did not receive the service you have come to expect and should have receive when traveling with us. After review, our records show that your concerns were addressed via the ************************** channel with case ********. I've included a copy of our responses for the BBB files.
  
  Thank you again for sharing your concerns. We value your support and hope to have the opportunity to better serve you. 
  

  Regards,

  ******* M

  Customer Answer

  Date: 07/30/2025

   
  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:07/29/2025

  Type:Service or Repair 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 return flight (Conf #G3H7P9) to ***********, ** on 7/21/2025 from ********, **, was cancelled and rebooked. I had to stay in a hotel overnight in *******, **. My husband booked my hotel using his Hilton credit card. I uploaded my receipt on the Delta site and was denied reimbursement, however, my **** receipt was refunded. No explanation was given for the denial. I contacted Delta customer service hotline twice, the first time I was told that a claims manager would contact me. I called back on 7/29/2025 and was rudely told that I needed to use the chat feature on the website. The representative cut me off very time I attempted to speak. I used the chat feature on 7/29/2025. I was told that I needed to contact the claims department. I told the chat representative that there is no contact function listed in the email. I am again requesting reimbursement for my hotel stay that I incurred due to the cancellation of my flight.

  

  Business Response

  Date: 07/30/2025

  Hello ******,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding your reimbursement requests in ************************** cases ******** and ********. I appreciate the opportunity to review your concerns. 
  
  I see your case was handled and your reimbursement was issued in ************************** case *********. Our team sent you an email with the *** details for the remaining $107.73 not approved initially for your hotel. I'm including the email sent below for your records and those of the Better Business Bureau.
  
  "Hello ******,
  
  RE: Expense Reimbursement Request for case ********.
   
  Please accept our sincere apologies for the inconvenience and out-of-pocket expense this flight disruption has caused you. This is not the experience we want for any of our customers.
   
  
  We have reviewed your expense request in accordance with Section 12 of our Delta Customer Commitment and determined:
   
  We will be processing your payment of $107.03 for the hotel via Automated Clearing House (***) transfer. You will receive a separate email, from Delta Air Lines, Inc. via our third-party payment processor ******** ************************ to register for your funds. Please check your spam folder if you dont see the email in your inbox.
   
  
  You have 15 days to accept your payment through our *** system. If left unclaimed, the payment will automatically be converted to a paper check and sent via **** to the address we have on file:
  
  *************************; 
  *********************;  CO   80909 
  US
  You will need your six-character flight confirmation number G3H7P9 to claim your funds. 
   
  Although I could not control the unfortunate experience you had, as a one-time gesture, I am sending you an Electronic Transportation Credit Voucher for $100.00, that will be good for one year from the date of issue. You will receive the voucher number and associated Terms and Conditions in a separate email within 72 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. You can call ************ to book with one of our reservation representatives 24 hours a day 7 days a week. 
  
  Know that your experience is important to us, and we are always striving to improve. Thank you for your patience and understanding, and we sincerely hope to welcome you aboard again soon.
  
  Regards,
  Jai W. 
  Customer Care
  Delta Air Lines"
  
  ******, 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.!500RO0WqHK6:ref]

  Customer Answer

  Date: 07/30/2025

   
  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:07/27/2025

  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.

  On May 25, 2025 I had purchased two airlines tickets for my wife and I for a 11 hour non-stop return flight from ******, ****** to *** - ******** (Flight No. DL 0213) scheduled for Sunday, July 6th at 3:30 PM which was fully paid for with Delta Skymiles (Confirmation#GZU3UE). However, on the day on my flight on Sunday, July 6, 2025 My wife and I could not access our boarding passes. Fortunately we were at **************************** three hours prior and was told via Delta Chat that our flight was switched without my consent to a layover flight from ****** to ****** then flying to *** -*** which was not the flight I had purchased tickets for. I was absolutely infuriated as I was charged $1,463.71 to have my wife and I put back on flight DL0213 (11 hr non stop flight) as we had other family members on the flight and furthermore my wife was charged a $70 fee for one piece of luggage when that is normally free for Delta Skymiles members. In addition, to the all the inconveniences mentioned my wife's TSA Pre-Check # was not put on the new ticket and my wife was voluntereed without her consent to be a SSSS passenger who was paged and screened twice at both airports. As a forty year member of Delta Skymiles, I have never been subjected to such poor unprofessional service that felt both discriminatory and abusive and will seek legal counsel if I can not amicably resolve this outstanding issue with Delta in good faith. I would like a representative from Delta Corporate to reach out to me immediately to further discuss and seek resolution. Thank You.

  

  Business Response

  Date: 07/31/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 213 from ****** to ******** on July 6.  On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was to discover your flight was changed without your notice. I regret that this was your experience.
  
  Flying with Delta should be enjoyable, and the inconvenience caused does not support our goal of providing a high level of service and value to our customers.  I see you have a case submitted to our Refunds Department.  Be advised this process can take 7-10 Business Days.
  
  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 goodwill gesture, Im adding ****** bonus miles to your SkyMiles account. These ********************** will post to your account in three business days. 
  
  *******, thank you for making Delta Air Lines your airline of choice since 1991!  We appreciate your loyalty as one of our SkyMilles members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer Answer

  Date: 07/31/2025

   
  Dear Better Business Bureau:
  
  I have reviewed the response of the business and will accept the resolution made by the business in reference to complaint ID ******** upon the receipt of a full refund of $1,463.71 for the flight ticket and the $70.00 baggage fee charged to my wife both of which should have never been charged to my AMEX Delta Skymiles card.

  Furthermore, I will accept the good faith gesture of ****** bonus miles into my Skymiles account.

  Only until both refunds are successfully credited and skymiles being transferred into my account will I accept this resolution.

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

• Initial Complaint

  Date:07/25/2025

  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 purchased round trip airlines tickets a few weeks ago for Dec 21st flight to ******* and My husband has had strokes and we found out he cannot fly ever again. I requested a refund not an ecredit because what good is that going to do us? I got an email saying We could not be accommodated. A multi million dollar company cannot give 2 senior citizens there money back??? My husband can no longer fly because of his health. I just want a full refund.

  

  Business Response

  Date: 07/27/2025

  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.
  
  I'm sorry we haven't been able to resolve your concerns to your satisfaction. After further review, our records show that you have since reach back out to our ****************** (case ********) and requested to leave the flight open as is (see below)

  Your will receive a response from our refunds team regarding your request. I've included a copy of our responses for the BBB files.
  

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

  Regards,

  ******* M
  
  Hello,
  Please leave the trip as it is. I checked over the weekend and I see it is still active. Please disregard my request. I also chatted with ****** on the Delta chat and she stated she put a note on the reservation. Do Not Cancel. Please let me know you got this message. Thanks.
  

  ******* *******
  On Fri, Jul 25, 2025 at 2:25?PM Refunds PSGREFF <***********************************************************************************> wrote:
  
  
  
  

  Customer Answer

  Date: 07/27/2025

   
  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:07/24/2025

  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.

  Delta Airline flight DL1677 under ticket #************* for a travel on 17Jun2025 was delayed multiple times and eventually cancelled. I was rebooked to travel on 18Jun2025 under ticket #*************. The first segment DL1019 required a 5am departure (3am morning call), the 2nd segment DL1218 was delayed by 3 hours. I finally returned home 16 hours after the original schedule. After much communication with Delta Customer Service, Delta acknowledged that my experience was unsatisfactory but refused to compensate my overnight hotel cost, **** cost (to and from the hotel due to the flight cancellation), as well as the meal. Delta only issued 5000 points to my account which can't be used by any means. The referenced case number is ********. Could you please help hold Delta to be more accountable? Thank you so much,

  

  Business Response

  Date: 07/29/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 1677 from ****** to ****** on June 17.  We apologize that this weather cancellation and ground stop caused a disruption in travel but understand that these situations are beyond our control.  
  
  In situations where the disruption is out of our control, we must follow federal guidelines. Please allow me to explain that U.S. Regulations do not require airlines to provide accommodation or compensation for flight disruptions caused by reasons beyond our control such as Air Traffic Control and weather conditions. I'm sorry this wasn't the experience you were expecting.
  
  
  However, I am happy to see that youve already received ***** bonus miles for this service failure beyond our control.
  
  *******, thank you for making Delta Air Lines your airline of choice.  We truly value 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: 07/30/2025

   
  Complaint: 23650560
  
  I am rejecting this response.

  On 17Jun2025, weather in both ****** and ****** appeared to be good. There were indeed a few DL flights shown as delayed per airport monitors at ***. However DL 1677 was the only flight being cancelled after multiple delays. Could you clarify the exact reason for DL1677's cancellation? Or provide evidence on which destination's weather condition resulted in this cancellation?

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

  

  Business Response

  Date: 07/31/2025

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

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23650560
  
  I am rejecting this response because: the response didn't answer the query being asked. The flight delay was deemed weather related by Delta therefore Delta decided that they were not responsible for my **************** I was simply asking Delta to justify this assessment.  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/24/2025

  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 name is **** *****. I am filing this complaint on behalf of myself and my mother, ****** *****, regarding a traumatic and mishandled travel experience on Delta Air Lines. Our travel confirmations were HQAG5K and HQL2R2. I note this because the BBB form only allows one flight number to be entered.We were scheduled to fly from ***** with a connecting flight in *******, but the Miami departure was delayed, causing us to miss our connection. We were rebooked to leave from ***************, which required us to change airports. At ***************, we spent over six hours being moved from gate to gateone flight had maintenance issues, another had multiple delays. There was very little communication from Delta staff, and the process was chaotic and stressful.When we finally arrived in *******, we had to sprint across the airport to reach our next connection. My mother, who already has a hip injury, fell while ******* through the terminal. As a result, she is now walking with a limp and has been scheduled for physical therapy.Despite our best efforts, we missed that connecting flight too and had to sleep in the *************** overnight. The next day, we were flown to **********, NCover two hours from our original destination. That flight was also delayed due to maintenance.Because of all these disruptions, we missed my grandfathers funeral. This has been emotionally devastating for our family, in addition to the physical harm my mother suffered. I previously submitted a refund request, which was denied without proper review of what actually occurred.I am requesting a full refund and appropriate compensation for this experience, which involved multiple failures by Delta, both operationally and in customer care. Thank you for helping escalate this.

  

  Business Response

  Date: 07/27/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 1323 from ***** to ******* and flight 1619 from Ft. Lauderdale to ******* on July 21.  On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was to experience a lengthy delay and then miss your connection to ******* only to be sent to ***********  I regret that this was your experience.
  
  Flying with Delta should be enjoyable, and the inconvenience caused does not support our goal of providing a high level of service and value to our customers.  I 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 $200.00.  Youll receive the voucher numbers and associated Terms and Conditions in a separate email within 24 hours.  (Check your spam folder if you dont see it in your inbox.) Please keep this email because youll need the number to redeem the voucher.  
  
  As a result of your flight disruption, we understand that you may have hotel, ground transportation or meal expenses.  Please go to ************************** and select Expense Reimbursement.
  
  
  ****, thank you for making Delta Air Lines your airline of choice!  We appreciate your loyalty, and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23647045
  
  I am rejecting this response because:

  Im writing in response to the $400 eCredits issued to both myself and my mother, ****** *****, for the travel associated with confirmation numbers HQAG5K and HQL2R2. These credits are not an acceptable resolution.

  The failures we experienced on this trip were severe and had lasting consequences. Due to repeated delays, maintenance issues, and poor communication, we missed multiple connecting flights, were rerouted through different airports, and were forced to spend the night in the ***************. Ultimately, we missed my grandfathers funerala loss that cannot be undone. In the chaos of trying to reach one of the rebooked flights, my mother fell in the terminal, worsening a prior hip injury. She is now undergoing physical therapy as a direct result.

  The $400 in travel credits are irrelevant. I am forfeiting them, as I do not plan to fly at all this year, and I will not fly with Delta again in the future. A short-term travel voucher is not an appropriate response to an experience that caused both physical injury and emotional harm. 

  I am (once again) requesting a full refund for the entire itinerary. That is the only reasonable and acceptable outcome under the circumstances.
  Please confirm that this request is being escalated and reviewed for a full refund. ***Let me be clear (once again) I am opting for the lesser value resolution a full refund of $338.***

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/29/2025

  Your time is valuable and Im sorry you felt you had to write back. I understand that you are dissatisfied with the resolution provided. Please know that we have consistent policy to follow and ensure that we are fair to everyone who travels with us. We do not offer refunds on flown tickets. We appreciate your understanding in this regard.
  
  I know you are disappointed, but I have gone over this experience again and I am sorry we arent able to resolve this matter to your satisfaction. We would have much preferred to please you, and Im sorry.
  
  ****, we know when you travel you have a choice, so thank you for choosing Delta! We certainly hope you allow us another opportunity to provide the excellent service we are known for. Thank you for understanding and have a great day!
  
  ******* C *****
  Customer Care Supervisor

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23647045
  

  To: ******* C. *****, Customer Care Supervisor
  
  I am writing in response to your recent message regarding my formal complaint about the travel issues tied to confirmation numbers HQAG5K and HQL2R2. Frankly, I am deeply disappointed by the outcome and the lack of accountability reflected in your offer of $200 eCredits for both myself and my mother, ****** *****.

  
  The experience we endured was far more than a minor inconvenienceit was distressing, physically harmful, and emotionally devastating. Multiple delays, inadequate communication, and operational failures on Deltas part led to us missing several connecting flights, being rerouted through multiple cities, and ultimately having to sleep overnight in the ***************. Because of these disruptions, we missed my grandfathers funerala loss that cannot be undone.

  
  Even worse, my mother fell while ******* to make a delayed connectionan incident that severely aggravated an existing hip injury. She is now in physical therapy because of it. This injury and its ongoing impact are a direct result of Delta's mismanagement.

  
  The gesture of a travel creditespecially when I have clearly stated I will never fly with Delta againis both dismissive and inadequate. It does nothing to address the pain, loss, and disruption this situation caused. To receive such a minimal response from someone in a supervisory role has only deepened my sense of disappointment with Delta as a company.

  
  If this matter is not resolved with a full refund for both itineraries, I will be pursuing legal counsel and filing complaints with the ****************************, and other consumer protection agencies. I will not allow this to be quietly pushed aside.

  
  I expect this issue to be escalated and reviewed thoroughly. A fair and appropriate resolution is the only acceptable outcome.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/24/2025

  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.

  On June 20, 2025, I flew Delta from ********* (***) to *************** (FWA). As a SkyMiles member, I tried multiple times to use my miles to purchase a checked bag via Deltas iOS app the day before travel. Delta offers the option to use miles instead of paying the $35 baggage fee. I had enough miles for a bag, but not for a flight, making this the only meaningful use of my miles.The app ***eatedly produced a system error and wouldnt let me complete the purchase. At the airport, I again tried at the check-in counter. A Delta *** confirmed this was a known issue affecting others but said baggage fees cant be paid with miles at the counter, only online. I was told to pay the $35 and contact customer service for a refund.I did so immediately via online chat and then submitted a formal request (Case #********). On June 25, 2025, Delta *** ******* ******* acknowledged the system error and stated, you can now purchase checked baggage online. He initially denied the refund. I ***lied to reiterate my request.On July 1, Mr. ******* wrote again and agreed to issue the refund, stating:I realize you feel differently than we do about what happened with the checked baggage purchase of $35, I have looked at this from your point of view and I see I missed what was really important to you, and Im sorry. I am able to refund it for you. Attached screenshot of ******** July 20, no refund had been issued. I followed up, and on July 22, Mr. ******* informed me no refund had been processedinstead, ***** SkyMiles were issued without my consent. These miles do not address the issue and are of no use to me.Desired Resolution:* Refund the $35 baggage fee (Im agreeable to this being covered via miles as desired).* Provide a similar remedy for other affected customers.* Investigate Deltas practice of promoting a benefit (redeeming miles for baggage) that was unavailable when needed and ultimately left unresolved despite going through all available channels for resolution.

  

  Business Response

  Date: 07/27/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 789 from ********* to *********** on June 11.  On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was not to be able to use your miles to purchase your baggage fee.
  
  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.  I forwarded your comments to our Online 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 baggage fees are non-refundable, as a goodwill gesture, Im adding ***** bonus miles to your SkyMiles account. These ********************** will post to your account in three business days. 
  
  ******, thank you for making Delta Air Lines your airline of choice since 2011!  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: 07/31/2025

   
  Complaint: 23646604
  
  I am rejecting this response because no resolution was provided.

  On June 20, 2025, I flew Delta from ********* (SAN) to *************** (FWA).
  As a SkyMiles member, I tried multiple times to use my miles to
  purchase a checked bag via Deltas iOS app the day before travel. Delta
  offers the option to use miles instead of paying the $35 baggage fee. I
  had enough miles for a bag, but not for a flight, making this the only
  meaningful use of my miles.
  
  The app ***eatedly produced a system error and wouldnt let me complete
  the purchase. At the airport, I again tried at the check-in counter. A
  Delta *** confirmed this was a known issue affecting others but said
  baggage fees cant be paid with miles at the counter, only online. I was
  told to pay the $35 and contact customer service for a refund.
  
  I did so immediately via online chat and then submitted a formal request
  (Case #********). On June 25, 2025, Delta *** ******* *******
  acknowledged the system error and stated, you can now purchase checked
  baggage online. He initially denied the refund. I ***lied to reiterate
  my request.
  
  On July 1, Mr. ******* wrote again and agreed to issue the refund,
  stating:
  I realize you feel differently than we do about what happened with the
  checked baggage purchase of $35, I have looked at this from your point
  of view and I see I missed what was really important to you, and Im
  sorry. I am able to refund it for you. Attached screenshot of email.
  
  By July 20, no refund had been issued. I followed up, and on July 22,
  Mr. ******* informed me no refund had been processedinstead, *****
  SkyMiles were issued without my consent. These miles do not address the
  issue and are of no use to me.
  
  Desired Resolution:
  * Refund the $35 baggage fee (Im agreeable to this being covered via
  miles as desired).
  * Provide a similar remedy for other affected customers.
  * Investigate Deltas practice of promoting a benefit (redeeming miles
  for baggage) that was unavailable when needed and ultimately left
  unresolved despite going through all available channels for resolution.

  

  Business Response

  Date: 07/31/2025

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

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23646604
  
  I am rejecting this response as no resolution was provided.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/24/2025

  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.

  On December 5, 2024, I flew internationally with Delta Air Lines (Confirmation Code: GBGM2P). During the dinner service, I was served a meal tray that included a loose, unlabeled bag of carrotssomething clearly not in line with Deltas standard in-flight catering. As a frequent Delta flyer, I immediately recognized it was out of place.I got up and walked through the cabin to compare with other passengers trays and quickly realized that I was the only one served this item. I eventually came to understand that a cabin crew member had removed the dessert item from my tray and replaced it with carrots from their own personal food. This was not only disturbing and unprofessional, but also a clear violation of food safety and hygiene standards.Starting in December, I attempted to report the incident to Delta multiple times. I was ignored, brushed off, and eventually offered ***** SkyMiles, which I never receivedand which did not reflect the seriousness of the situation. After finally reaching someone in late June, I was told to submit a formal complaint through their website, which I did on July 1, 2025.Delta confirmed receipt and promised a response within 14 business days. It has now been well over three weeks, and I have heard nothing. The handling of this situationfrom the in-flight misconduct to the lack of follow-uphas been incredibly disappointing and unacceptable.I am requesting a formal response, a full investigation, and assurance that this type of incident will never happen again. I also expect monetary compensation that reflects both the nature of the incident and the months of delayed and inadequate customer service. I am no longer interested in symbolic gestures like miles or flight credits.I have uploaded a photo and full documentation to support my claim.

  

  Business Response

  Date: 07/27/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 152 from *********** to ***** on December 5, 2024.  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 random loose bag of carrots on your tray. I regret that this was your experience,
  
  Flying with Delta should be enjoyable, and the inconvenience caused does not support our goal of providing a high level of service and value to our customers.  I forwarded your comments to our Onboard leadership team so they can use your experience to improve our service. This will help ensure that Delta continues to remain one of the best airlines in the world.
  
  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 goodwill gesture, Im adding ***** bonus miles to your SkyMiles account. These ********************** will post to your account in three business days. 
  
  Huldah, thank you for making Delta Air Lines your airline of choice since 2019!  We appreciate your loyalty as one of our SkyMiles members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer Answer

  Date: 07/27/2025

   
  Complaint: 23646527
  
  Thank you for your response. While I appreciate the acknowledgment of my experience, I want to make it clear that I am not interested in receiving ***** SkyMiles as compensation. I have expressed this multiple times, and its disappointing to see my concern reduced to a routine gesture that does not reflect the seriousness of the situation. This was not a minor inconvenience. It was a serious breach of food handling protocol and passenger trust. A cabin crew member tampered with my meal by removing the dessert item and replacing it with food from their personal supply. That is not just frustrating it is unsanitary, unprofessional, and potentially unsafe.
  I made multiple attempts over several months to report this incident before finally filing a formal complaint in July. Deltas delayed response and generic apology do not provide the resolution I am seeking. If Delta is unwilling to offer a resolution that takes these concerns seriously, I will continue to escalate the matter through additional consumer protection channels.
  
  
  

  

  Business Response

  Date: 07/28/2025

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

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23646527
  
  Deltas response has been repeatedly generic and dismissive. I want to state clearly that I do not accept the ***** SkyMiles as a resolution to this matter. I would like you to remove them from my account because we both know ***** miles is useless. Ive communicated this multiple times, and yet Delta has continued to offer symbolic compensation that does not address the nature of my complaint. This issue involved a member of Deltas cabin crew removing a food item from my tray and replacing it with something from their personal supply. That is not a customer service inconvenience. It raises legitimate concerns related to food safety, sanitation, and passenger trust. At no point has Delta acknowledged this incident for what it is.
  Despite my efforts to engage Delta through proper channels over several months, I have been met with delayed, scripted, and inadequate replies. *******, if this is your final response on behalf of Delta Airlines, I will proceed accordingly through the appropriate avenues.
  
  Thank you.
  
  

• Initial Complaint

  Date:07/24/2025

  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 husband, baby and I were involved in an involuntary denied boarding incident with Delta Airlines on July 12, 2025. Our flights costed $551.36 each (round trip), purchased on 7/7/25.We were traveling from *** to PHX via connection ATL. We arrived at the ******** for our connecting flight on time with valid boarding passes, well before boarding closed.When we scanned our passes to board, we were informed we had been involuntarily removed from the flight without our consent or prior notice. Our seats were then given away to standby passengers, and we were rebooked on a later flight arriving in *** over three hours after the original. To make matters worse, we were seated separately despite traveling with an infant, causing significant inconvenience.We made numerous attempts to resolve the situation directly with Delta through multiple phone calls, multiple emails, and live chat. The customer care representative assigned to our case has not responded despite a colleague of theirs even sending them a direct message telling them they needed to respond to me. The other responses we have received via voicemail and phone call were dismissive and inconsistent with **************************** regulations regarding compensation for involuntary denied boarding.We filed a formal complaint with the **** DOT on 7/19/25, but Delta has yet to offer appropriate compensation, reimbursement, or goodwill of any kind. I have been a SkyMiles member for **************************************************************************************** Delta.We are seeking full cash compensation as mandated under DOT rules (400% of the one way fare, which for us is $2,205.44, reimbursement for food expenses ($46.65 total, will provide receipts as needed), and a significant goodwill flight credit to address the hardship endured, especially given the presence of an infant, the airlines failure to keep our family seated together, and the lack of response while trying to resolve this issue.

  

  Business Response

  Date: 07/27/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 1317 from ********** to ******* on July 12.  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 40-minute delay which caused you to miss your connecting flight. I regret that your seats were not together.
  
  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.  I 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 goodwill gesture, Im adding ***** bonus miles to your SkyMiles account. These ********************** will post to your account in three business days. 
  
  We will be processing your payment of $46.65 via Automated Clearing House (ACH) transfer. You will receive an email from Delta Air Lines *** <***********************************> in a separate email shortly to register and claim your funds. You will have 10 days to accept your ACH; otherwise, a check will be mailed to the mailing address listed on file. Please note, you will need your 6-digit confirmation number provided in ticket receipt to verify your payment. You may want to add this email address to your list of accepted addresses and check your spam folder if you don't see the email in your inbox.
  
  
  Summer, thank you for making Delta Air Lines your airline of choice since 2009!  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: 07/27/2025

   
  Complaint: 23646234
  
  I am rejecting this response because:

  We did NOT miss our connecting flight. We made it to the gate on time. I have attached screenshots of text messages proving we were there on time. Please note that *** is 3 hours ahead of my current time zone, so it says 2pm instead of 5pm as I go back to screenshot. Please also note that our original flight DL 836 was delayed as well and took off later, so we still had plenty of time. I have also attached a screenshot I took of my Delta app showing my original flight boarding with the time stamp while standing at the gate talking to the gate agent. This was after we had been forcibly removed from the flight. I screenshotted it because I knew I might need to prove that 1) we had valid passes for the original flight and were scheduled to board the flight, and 2) that we made it while they were still boarding.

  This offer as it does not reflect the legal obligations Delta has under *** regulations for involuntary denied boarding. I arrived on time at the gate and was denied boarding despite holding a confirmed ticket and attempting to board during the normal boarding process. This is not a simple missed connection due to delay it is a clear case of IDB.
  

  DOT regulations require compensation of up to 400% of the one-way fare ($2,205.44 in our case) for involuntarily denied boarding. I have already filed a complaint with the **************************** and will continue pursuing this matter if not resolved promptly.
  
  I respectfully request appropriate compensation under federal law.

  

  Business Response

  Date: 07/28/2025

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

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23646234
  
  I am rejecting this response because:

  Delta's response is astounding to me. It is clearly in violation of the law and is the opposite of how Delta promises to treat loyal customers, especially families with babies. I will absolutely not be giving Delta another dollar ever again, as it seems my 16 years of loyal business means nothing to you.

  
  Sincerely,
  
  Summer *********