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.

close

Find a Location

Delta Air Lines has 49 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/06/2025

  Type:Customer Service 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 mother and I were wheelchair passengers 5/29/2025 from *** to *************We are missing items.After TSA we took all items out of bins, assistant put back on my mother's wheelchair how we had it before:Blue coat, grey sweater, grey scarf, pillow case with 2 sweaters in it, 2 hats and pushed her in ************* the gate A21,I learned that grey sweater, grey scarf, pillow case with 2 other sweaters, 2 hats WERE MISSING! I questioned Mom's wheelchair assistant about MISSING/LOST items, asked him to go back to trace items as they most likely fell out ONTO the floor. But he refused and discouraged us to go back to look for them!!!We were stressed out, confused,helpless with such POOR CUSTOMER SERVICE AND HIS REPLY,WITH NO ACTION TAKEN AS TO GO BACK THE SAME WAY/LOOK FOR DROPPED ITEMS!Both assistants left us very quickly! WHAT A HUGE NEGLIGENCE, IRRESPONSIBILITY! VERY-VERY POOR CUSTOMER SERVICE!At the plane entrance there was Delta representative ****** to whom I reported about missing items! Time was essense, plane was to take off.She advised to make a report in **********But Delta representative in ********* told: it's up to *********** to look for items;she MISLEAD us! I wrote a letter to *** airport administrative office about our matter. Today I received email redirecting us to Delta airlines because it was Delta representatives assisted us.MISSING/LOST ITEMS:Old Navy grey scarf $19.99 pillow case $14.99 had 2 hats: angora purple beanie hat, $49.99 green wool beanie hat $34.99,Grey with silver thread Sweater with buttons $224.99 Green wool sweater, $99.00 with 2 ducks on front ,2 ducks on back."Land's end" Wool brown and tan color buttoned Sweater price: $89.99 Everyday's a general report of nothing found at *** brings us a stress and pain in our hearts! I have a cardiological problem, taking medicine, this whole experience is very disturbing me everyday!We are requesting:Compensation for missing, LOST items by Delta representative

  

  Business Response

  Date: 06/09/2025

  Hello *********,
  
  We have received your complaint filed with the Better Business Bureau regarding your wheelchair experience on Delta Flight 5299, operated by ************, from ******** (***) to ********* (ROC) on May 29th, 2025. Please accept our sincerest apologies for any inconvenience this may have caused you.
  
  Thanks for writing. We will investigate your concerns and get back to you as quickly as possible. We ask you to be patient as it may take up to 30 days to respond.
  
  Regards,
  ******* ******
  Customer Care

• Initial Complaint

  Date:06/06/2025

  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.

  We booked a DIRECT roundtrip flight from ********* ** to ***. The initial flight to *** was fine. I am currently sitting in the airport and have been since 2:30p.m. eastern time. The current time is 6:58pm. eastern time. Our initial direct flight we booked was cancelled.JK3RUB (confirmation number). Then we were without notification but speaking to a gate attendant notified about this. The flight they rerouted us to was to *******, then to *********. That flight was then oversold and we were put on another flight to ******* to *********, that plain has now been delayed 3 times. I have spent more than an hour back and fourth in line working on multiple solutions. I have been referred multiple times to call the delta "help" line at ***********. They have not been able to help me with a resolution. We are now either stranded in *** in a hotel that we have no idea if it's safe, or take the flight to ******* and be presented with the same alternative. I wanted to overall just cancel the entire flight and get find out what the refund amount would be as we would have booked with a different airline, or rented a car and just made the drive back. The "help line" said that would be days to get an answer on so I am not comfortable doing an out of pocket expense without knowing the reimbursement amount. I have multiple meetings scheduled in ********* with subcontractors and now have to cancel and reschedule all of them. I am seeking a full reimbursement of our entire trip cost, both the initial flight and round trip. The lack of empathy displayed by Delta is insulting.

  

  Business Response

  Date: 06/09/2025

  Hello ****,
  RE: Case 23436486
  
  We've received your complaint filed with the Better Business Bureau.
  
  Our records do show that you wrote in through the ************************** channel in case ******** on June 7, 2025. Please see below where I have included a copy of that letter for both your records and the Better Business Bureau. You will need to allow the time for them to reply to your concerns.
  
  Regards,
  *** ******

  ______________________________________________________

  Your case number is ********
  
  Hello,
  
  Deltas Customer Care team has received your message and we are reviewing your case. We respond to most inquiries within 14 days; however, due to the complexity of certain situations, additional time may be required to respond. 
  
  You may check the status of this case at any time here or reply to this email if you have any supporting documentation or receipts to add to your case.
  
  If you are contacting us to get help with an upcoming flight, please visit ************************** or download the Fly Delta app for quick and direct access to: 
  
      Book, change, or cancel your flight in the My Trips section
  
      Track your bag or submit a Baggage Claim Form for delayed, damaged, or lost baggage
  
      View flight and baggage receipts in the My Wallet section of the Fly Delta app or under your profile on **************************. 
  
      View and redeem eCredits or Companion Certificate
  
  Thank you for choosing Delta, we look forward to welcoming you onboard one of our flights soon.    
   
  
  Regards,
   
  Customer Care

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23436486
  
  I am rejecting this response because:
  

  Again throughout the process of dealign with this on the day of the incident, I reached out to the customer care team via phone multiple times that day. They said there was nothing they could do. I reached out to multiple Delta employees at the ****************** in the red vest, they referred me to the phone number for the customer care, and said there was nothing they could do. So how in good faith can I count now on the customer care email department? This is a question? The entire reason I have asked for BBB assistance is because of the lack of care and competency on Delta airlines part. Please reply with a solution, not yet another metaphorical delay. 

  Delta seems to be better at cancellation, delaying, and fingerprinting than the actual service we pay for which would be flying. 

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

  

  Business Response

  Date: 06/20/2025

  Hello ****,
  RE: Case 23436486
  
  We've received your rejection to your response regarding to your return trip on confirmation number JK3RUB.
  
  We sincerely regret the frustration, inconvenience and delay in resolution, though our Customer Care team.
  
  We understand how disheartening it must have been to feel unsupported during a time when you needed timely and effective help. Your feedback makes it clear that our service fell short of the standards we strive to uphold, and for that, we offer our sincerest apologies.
  
  We have reviewed your concerns thoroughly here, within this case and removed the case handling from ********. Our records show that Flight 5003 with service from *** to *** was not over sold on June 6, 2025. Also, in our records it is noted that customer refused any hotel accommodations and would rent a car. We attempted to accommodate, and you voluntarily denied our offer and voluntarily rented a car. When your last Flight 3072 with service from *** to TYS departed at 11:39pm, arriving at 12:37am there were open seats on the aircraft.
  
  We do apologize to you & your family for this experience, as we do our best to run an on-time airline. When traveling we must expect the unexpected at some point in time. How we recover is most important. I can understand your disappointment with Delta during this time. I understand that you we had our short comings. You have every reason to feel the way you do. You experienced way more disruptions than you should have and on this trip. Safety is our top priority, along with on-time performance, but clearly you didnt get to your destination on time, and you are concerned.  
  
  We know you need an airline you can count on, and I want to assure you that your email was shared with our Flight Operations Leadership team for their internal review. We hope you will see an improvement soon.
  Our goal is to provide consistent and accurate information to our passengers at all times. Im sorry you didnt get the service you deserved. Although I can't put a value on your experience, I recognize your request for reimbursement for a full refund, regrettably we are not able to honor your request. And Delta does not reimburse the alternative transportation to your final destination (rental car)
  
  As our maximum goodwill gesture for your overall experience, Im issuing (1) one Electronic Transportation Credit Voucher for $200.00 for your overall experience. Youll receive the voucher number and associated Terms and Conditions in a separate email within 24 hours.
  

  ****, we look forward to the opportunity to provide a better experience in the future. 
   
  
  Regards,
  *** ******

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23436486
  
  I am rejecting this response because:  You all are stating what you think happened. I am beyond disappointed in the customer service and the way you are twisting the situation. I reject the voucher and want a refund. 

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

• Initial Complaint

  Date:06/06/2025

  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.

  I am filing a formal complaint against Delta Air Lines regarding a distressing and mismanaged international travel experience involving two elderly passengers traveling from ******, *****, to *******, *******, via ***** on May 30, 2025.The passengers were booked on Delta flight DL83, which was canceled at *********************************** (CDG) Airport after they remained onboard for over five hours due to a technical issue. They were left stranded in ***** for more than 24 hours with minimal support. Delta rebooked them on DL85 the following day, which was also canceled at the last minute without adequate communication or assistance.Eventually, they were rebooked on Air France flight AF96 to *******, with the warning that they would not be able to travel for another two days if they didnt board. That flight was delayed by three hours due to a mechanical issue and was rerouted to *****, followed by a four-hour bus ride to *******. At no point during this period were essential services like wheelchair assistance, medical aid, baggage support, or even food access provided. Their baggage did not arrive until June 2.Due to this ordeal, we had to purchase emergency flights to ******* and cover hotel and transportation expenses. (Our Tickets are attached). In total, over $1,200+ was spent out-of-pocket, excluding the emotional toll on the elderly travelers. Delta has only offered partial reimbursement, which is unacceptable given the circumstances.All supporting documentation, including tickets, receipts, and airline correspondence, has been retained. I am requesting full reimbursement for the expenses and compensation for the hardship caused by Deltas handling of this trip.A complaint has also been submitted to the *********************************, and a claim under EC 261 has been filed. I respectfully request the BBB's assistance in resolving this matter promptly and fairly.

  

  Business Response

  Date: 06/09/2025

  Hello Sukumar,
  
  We have received your complaint filed with the Better Business Bureau regarding your parent's flight cancellations from ***** on May 30 and 31st. Please extend our sincerest apologies for the inconvenience this caused.
  
  I can only imagine the frustration you encountered being your parents were stranded, and you had to purchase tickets to get to them. I too would be frustrated if this happened to my parents. On behalf of Delta Air Lines please accept our sincere apologies. Please know we value your time, and our goal is to get you to your destination on time.
  
  I am here to acknowledge the Delta flight cancellation from *****, DL83 on May 30th due to cancellation. The ************************* has ruled, in several cases, that two or more directly connecting flights in a flight reservation must be considered a single flight for the purpose of determining whether EC Regulation 261/2004 compensation is due. As you travelled from *** to *** and since both these airports are located outside the **/***, the right to compensation under EC Regulation 261/2004 does not apply.
  
  The regulation applies to passengers departing from an airport located in the ******* The regulation also applies if one departs from an airport located outside the ******* the operating airline is ****** based, and the final destination was located inside the ******* ********** will handle their flight diversion from ***** to *******.
  
  After review, the out of pocket expenses have been reimbursed as followed, $62.24 towards meals and $228.44 towards hotel. While we share your disappointment, we hope you understand we are unable to consider reimbursement for pre-paid expenses or intangibles, such as other airline tickets, unused hotels, car rentals, recreational tickets, lost wages/income, child/pet care, or loss of time in these instances. Accordingly, we are unable to honor your request. We realize this is a disappointment, and trust you understand our position.
  
  Please review our Customer Commitment on ************************** for more information regarding what is considered a reimbursable expense.
  
  Thank you for allowing me to respond to your concerns.

  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23435375

  I am rejecting this response because:  1) BOM to ***** was the first leg. But Next flights from ***** were cancelled for two days back to back to ********  
  2) The Delta flights from ***** to ******* (DL83) on May 30 and DL 85 31 were cancelled last minute. Please check all the boarding pass and dont say one flight was cancelled. Just dont say one flight. Two back to back flights were cancelled by delata

  3) After that delta was not able to accomodate my parents to any direct flight and my parents were then rerouted involuntarily on ********** to *******, an airport different from the original destination (ATL). This meets several conditions for EC 261 compensation.

  4) No wheelchair was offered for my elderly parent and I am going to escalate it to DOT and **. 

  The cancellation of Delta flight DL83 from ***** (CDG) to ******* (ATL) on both May 30 and  DL85 on 31, 2024, affecting my parents who were ticketed to travel on this route.
  The journey began in ****** (BOM) with a connection in ***** (CDG). Upon arrival in *****, the Delta-operated flight to ******* was canceled on two consecutive days, and my parents were rebooked on a different airline (Air France) to an alternate destination (Orlando MCO), not their original destination of ********

  As the flight departed from an ** airport, EC Regulation 261/2004 clearly applies. Under Article 7 of the regulation, passengers are entitled to 600 each in compensation for long-haul flights over ***** km that are canceled unless the airline can demonstrate extraordinary circumstances.
  Furthermore, rerouting to a different final destination constitutes a material disruption, and we reserve the right to request reimbursement for additional costs incurred in traveling from ******* to ********

  
  Please confirm compensation of 600 per passenger (***** total), as required under EC 261. We ask that this be processed within 14 days. If no satisfactory response is received, we will escalate the matter to the Direction Gnrale de lAviation Civile (DGAC) in ****** and pursue the claim through additional means as necessary.I will be escalating this on other avenues and legal resort.

  
  Sincerely,
  
  Amrita Sukumar

  

  Business Response

  Date: 06/11/2025

  Hello Sukumar,
  
  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 correspondence, **261 Regulations do not apply for travel originating outside the ** area, regardless of any stopovers.
  
  Regarding your parents wheelchair failure, this case is being handled through our ************************** channel in case ********. Please allow at least 30 days for a response due to the investigation needing to be performed.
  
  Respectfully, your request for 600**R ** compensation is denied. I have included a copy of our responses to the BBB files.
  
  
  Regards,
  
  ****** C. ******

• Initial Complaint

  Date:06/06/2025

  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 April 11th, 2025, I booked flights with Delta Airlines for the week of Memorial Day for me and my family. Tickets were issued under two separate bookings because my ticket was booked with Delta Sky Miles. My confirmation was G6BQBS, my wife and daughters' G6GESR. I paid a premium to sit next to my family on board the flight, and printed out my boarding passes for departure, that included the reserved seats, 24A (my seat), and 24B, 24C, and 24D for my wife and daughters.We arrived to the gate at *** on May 24th, on time, and as we boarded the flight, I discovered, to my disappointment, that our seats had been switched! My seat (24A) was kept, but my family's seats were moved! I offered my complaint to the gate agent, calmly explaining the predicament, but he could not help me. Wanting to avoid any commotion, I told him I'd file a complaint with Delta customer care.On Friday, May 23rd, 2025 I reached out to Delta via a text chat with an agent named ******* (transcript in my possession). She graciously agreed to credit me with a partial refund, and two refund request numbers were issued (but not subsequently honored).When I arrived at LAS for my return flight (May 31), I found that my booking (G6BQBS) had been cancelled! I was offered a standby ticket, but at the gate, told that the flight was weight restricted because of the intense Vegas heat and that no standbys would get onboard. My family, not wanting to leave without me, were issued vouchers, and we were each rebooked for the following day. I incurred extra costs for hotels, meals, and Ubers in the amount of $1377 all because of the Delta agent's costly mistake!I've reviewed details of my chat transcript with the agent, and NOWHERE did I ask for my booking to be cancelled! All I requested was a partial refund! She mentioned that we "can no longer be in one reservation" and that she "can link us to each other's Delta Confirmation Number." Somehow this resulted in my flight being cancelled!

  

  Business Response

  Date: 06/06/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 806 from ******** to ********* on May 24.  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 seats were no longer together and that your return flight was cancelled. I regret that this was your experience.
  
  Flying with Delta should be enjoyable, and the inconvenience caused does not support our goal of providing a high level of service and value to our customers.  Ive have forwarded your comments to our Flight and ********************************** 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 an Electronic Transportation Credit Voucher for $100.00.  Youll receive the voucher numbers and associated Terms and Conditions in a separate email within 24 hours.  (Check your spam folder if you dont see it in your inbox.) Please keep this email because youll need the number to redeem the voucher.  
  
  The voucher can also be applied to flights operated by our partners **********, *** and ***************, when booking on ************************** or by calling Delta Reservations. 
  
  
  We will be processing your payment of $709.44 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.
  
  Abram, 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

• Initial Complaint

  Date:06/05/2025

  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.

  We purchased both Delta airlines tickets and hotel through *******. The plane broke down on the runway on 5/31/25. We were stuck on the runaway for 4 hours waiting and was eventually disembarked. The flight was cancelled. An alternative flight offered was ******************************* ******* and ********* resulting in a 20 hour duration flight (the original flight was nonstop 6 hours). We were traveling with two young children and one immunocompromised senior. The hotel was notified. I was charged for the hotel stay $577.76. Delta stated we could apply for reimbursement but then denied such stating since we cancelled the flight it released them for reimbursement, however, the alternative flight option was unreasonable. We were supposed to arrive Saturday 5/31 and stay until 6/4 departure. Br the time the alternative flight would arrived late Sunday night, it would have left us with only 2 full days in *******. Delta should reimburse us for the hotel since the alternative flight was not adequate.

  

  Business Response

  Date: 06/06/2025

  Hello ***,
  
  
  We have received your response from the Better Business Bureau regarding your travel experience with Delta Airlines Flight #*** on May 30, 2025 departing ******, **. I am honored to respond to your concerns.
  
  At Delta we take pride in being an on-time airline. We understand that you have a schedule to maintain and when our flights do not operate as scheduled this will adversely affect you. Please accept our sincerest apology for the inconvenience caused.
  
  Rest assured, I have shared your experience with our Route Maintenance leadership to address this flight cancellation. Emails like yours help us address negative experiences and provide better customer service in the future.
  
  As it pertains to your expenses, we cover incurred hotel expenses in the delayed city. In your case, you were at your origin, so hotel expenses would not be reimbursable. Furthermore, we do not cover pre-paid expenses, including but not limited to hotel reservations at your destination, vacation experiences, lost wages, concerts, or other prepaid tickets. However, we can cover the ground transportation to the airport as you and your family were unable to depart that evening.
  
  As a tangible form of apology, Im issuing a Transportation Credit Voucher for $100 for each of you. Youll receive the voucher number and associated Terms and Conditions in a separate email within 24 hours (check your spam folder if you dont see it in your inbox). Please keep this email because youll need the number to redeem the voucher.
  
  We will be processing your payment of $22.14 via Automated Clearing House (ACH) transfer. You will receive a separate email, from Delta Air Lines, Inc. via our third-party payment processor ******** <***********************************>, to register for your funds. You may want to check your spam folder if you dont see the email in your inbox.
  
  You have 15 days to accept your payment through our ACH system; if left unclaimed, payment will automatically be converted to a paper check and sent via **** to the address on file:
  
  ********************************************************************************
  US
  
  You will need your six-character flight confirmation number to claim your funds. When redeeming ACH payments, the flight confirmation number must be entered using all capital letters. Information on how to find this Confirmation Number is below.
  
  - If you are a SkyMiles member, you can find your flight confirmation number for past trips in your Account Receipts page. **************************************************************************************
  - If you are not a SkyMiles member, please refer to the flight confirmation email that you received at the time of booking.
  - If you didnt book your trip directly with Delta, please contact the issuing party or agency to find your Confirmation Number
  
  Thank you for giving us an opportunity to review your request. Any additional correspondence will be kept on file.
  
  I've included a copy of our response for the BBB files.
  
   
  Regards,
  
  ******* ******
  Customer Care Supervisor
  Delta Air Lines

  Customer Answer

  Date: 06/09/2025

   
  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:06/05/2025

  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 May 15, 2025, I was making flight plans to see my daughter for an emergency in *******, *******. I was flying into **********, AL by way of *******, ********I realized I'd chosen the wrong dates in my distress and moved to change the flight to two weeks earlier. I was initially charged $390. After my change, it was communicated to me that the flight would now be $432.37 total. I was charged for both fares. I was not given the opportunity to make an informed decision because the total fare was never communicated to me in a transparent way, it was framed as a new, distinct charge, not an additional charge to the fare I already paid of $390. When I contacted Delta, I was essentially told it was my own fault, that it was communicated as an additional charge to what I already paid, for a total of over $800, and I knew what I was paying for. That the information was clearly communicated prior to me authorizing the additional charge. This is factually untrue, blames the customer for deceptive practices built around the likely common instances of customers making mistakes and taking advantage of that fact. Had I been given the chance to make an informed decision, I'd have known I could not afford this flight and would have driven straight through instead. Instead, an already upsetting situation was made worse when simple transparent practices would have prevented this situation.I will be advocating for my company to remove Delta as a preferred airline.

  

  Business Response

  Date: 06/06/2025

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding  the additional collection for your flight. We deeply regret your frustration experienced and appreciate the opportunity to address your concerns.
  
  Airline ticket prices operate on a dynamic pricing model, which means fares can fluctuate based on real-time demand and seat availability. As seats are sold, the remaining inventory may move to a higher pricing tier, which can result in the fare difference you were assessed. We understand that you contacted our Reservations team to make a change to your itinerary and were informed by the agent of the new fare amount. The fare difference was calculated automatically at the time of the change, and the additional collection was communicated before the transaction was completed. While we share your disappointment, we must respectfully decline your request for a refund as authorized the change and your ticket is fully flown. 
  
  Your feedback is invaluable to us. We are committed to providing a transparent and user-friendly experience for all our *********************.
  
  *******, we apologize for any inconvenience this situation has caused. We deeply value your long-standing relationship with Delta and hope to continue serving you in the future. 
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines

• Initial Complaint

  Date:06/05/2025

  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.

  Delta claim # is LASDL56345 (Case #********). I flew from *** to LAS on January 17th, 2025. Upon arriving to the gate I was told I must check my bag due to a full flight. Because I was planning on having this bag with me for the entire flight, I did not think about the fact that I had a large sum of cash in an envelope tucked away in my zipper pouch on the inside of the bag ($6000). I handed the bag over to the gate attendant and boarded the plane. I later thought about the fact that my cash was in there, but had assumed it would be under secure conditions since it would only be Delta employees handling the bag. I was wrong. Upon arriving to my hotel in *********, I immediately went to get the cash envelope out of my bag, and it was no longer in there. When I opened the suitcase, the zipper pouch was about 1/3rd of the way unzipped. There was also 4 pairs of socks balled up together when I packed my bag. When I realized the cash envelope was gone, it came to my attention that one lone sock remained from one of the pairs and the other 3 pairs were still folded together. This lead me to believe that whoever went into my bag and took the cash envelope used a sock to conceal it and left the other one. I immediately filed the claim with Delta and have been helpless ever since. You cannot speak to anyone on the phone, it is only email communication that takes weeks to receive a reply. I have called and requested phone calls with ******** ******* (Program Leader - DOT Compliance) and **** ******* (Consumer Affairs). Neither one have reached out. I was told in the last email on 4/8/2025 that "it is not believable that any person would take such a risk". I have asked several times if cameras have been reviewed to ensure to Delta or airline employee accessed my bag and Delta can be certain of that, and I have not received one answer to that question. I can handle the claim being denied if I know Delta did a full investigation, but I have not received that.

  

  Business Response

  Date: 06/05/2025

  Hello *****,
  
  We have received your complaint filed with the Better Business Bureau. We are truly sorry to hear about the distressing situation involving the loss of cash from your checked bag. We recognize how upsetting this must have been and regret the inconvenience and frustration it has caused.
  
  After a thorough review of your claim and the circumstances described, we must respectfully stand by our previous decision. As outlined in Rule 17(B)(3)(b) of Deltas Contract of Carriage, Delta disclaims liability for the loss of high-value or fragile itemsincluding cash and cash equivalentswhen transported in checked baggage. This policy is in place to protect both our customers and our operations, and it is consistent with industry standards.
  
  Additionally, by purchasing a Delta ticket, you acknowledged and agreed to the terms of our Contract of Carriage, including Rule 1(A), which affirms that passengers are contractually aware of and accept these limitations. While we understand your bag was checked at the gate due to space constraints, the same baggage policies apply regardless of where the bag is checked.
  
  We also understand your concerns regarding the investigation process and your desire for more direct communication. Please know that your feedback has been shared with our leadership team for internal review. 
  
  We regret that we are unable to offer compensation in this case, but we sincerely hope this explanation provides clarity. We value your business and hope to have the opportunity to restore your confidence in Delta in the future.
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23430612
  
  I am rejecting this response because:

  What does a thorough investigation include?  Obviously someone went into my bag and took cash out of it, so does Delta review cameras on such claims to ensure this employee is fired?  I understand Im not getting compensated for it, Ive accepted that.  Ive asked half a dozen times if they review cameras and they never answer the question.  Leads me to believe they do not, so is it really a thorough investigation?  Disappointing when I have a valid claim and Delta doesnt even out in the effort.  The employee did it once and theyll keep doing it.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 06/06/2025

  Hello *****,
  
  Delta is unable to disclose details regarding its internal procedures. Please be assured that all available information was carefully reviewed and evaluated in full accordance with our established policies.
  
  We appreciate your understanding. 
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  
  Delta told me to be assured they did everything so I will believe them.  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/05/2025

  Type:Billing 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.

  Have joined Delta Sky ***** however unlike other airlines they charge a fee of $99 for late cancellation over the 24 hours timeframe and the remaining balance is given as travel credit. I find this to be unfair as they are not standing equally as the rest: United, AA and ******* where all is given as a travel credit. This is a turn off to book future flights with the company.

  

  Business Response

  Date: 06/05/2025

  Hello Massimiliano,
  
   
  We have received your response from the Better Business Bureau regarding your eCredit under ticket #*************. I am honored to respond to your concerns.
  
  After reading your complaint, I can understand why you felt the need to bring this issue to our attention. Sadly, we are unable to waive the cancellation fee. Not all fares comes with a cancellation fee, but Basic Economy fares does come with a cancellation fee. We make these circumstances known prior to purchase. It appears this reservation was booked via ************************** which would mean you have to agree to these terms in order to purchase a Basic Economy ticket. Accordingly, we are unable to honor your request to waive the cancellation fee.
  
  Thank you for giving us an opportunity to review your request. Any additional correspondence will be kept on file.
  
  I've included a copy of our response for the BBB files.
  
   
  Regards,
  
  ******* ******
  Customer Care Supervisor
  Delta Air Lines

• Initial Complaint

  Date:06/04/2025

  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.

  I simply tried booking an award flight for my brother. Booking went through and he asked if I could move it up one day. I said sure itll be an extra ***** miles but I think that will be worth it.I tried in the app and got an error I texted for 45 minutes and got confusion, errors, and miscommunications I called and was told because of Takeoff 15 they couldnt help me and got transferred I then got to a rude American who explained his job was simple and even though the app said ***** miles he wouldnt honor because his system wouldnt which is different from mine? What on earth? I spend thousands of dollars with delta per year. Im by no means your biggest customer but I love flying you and advertise you to all my friends and family and even wanted to work for you.Not to be dramatic but to say Im disappointed in this situation is an understatement. Ideally, I just want someone to call me and honor this fare. Im not asking for a hand out. I really expect better though from in my opinion the most premium airline in the **. Please fix your IT and retrain some staff. Thanks for taking the time to read my complaint and please do reach out. I try to always be as nice as I can and I really think I was to your employees its just incredibly frustrating to spend over an hour trying to change your flight even with self service tools and getting nothing done. The confirmation number is JPSMWY - I booked it for my brother ******* ****** my name is **** ****** and my skymiles number is **********

  

  Business Response

  Date: 06/05/2025

  Hello ****,
  
   
  We have received your response from the Better Business Bureau regarding upcoming travel for ******* under trip confirmation #JPSMWY. I am honored to respond to your concerns.
  
  After reading your complaint, I can understand why you felt the need to bring this issue to our attention. In our review of this complaint, we are still unable to honor your request. Please know if you are unable to purchase the fare online via app, the fare is no longer available. 
  
  I'm disappointed to hear our customer experience specialist was unpleasant in their exchange with you. Your comments are taken seriously, and we have shared these concerns with our Reservations Leadership team so they may review our policy with the specific agents to ensure they are following our brand beliefs.
  
  Thank you for the opportunity to review this matter with you. We appreciate you being a SkyMiles Gold Medallion member and we look forward to welcoming you onboard Delta again soon.  
  
   
  Regards,
  
  ******* ******
  Customer Care Supervisor
  Delta Air Lines

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23427292
  
  I am rejecting this response because: I feel you did not look at the reservation and attempt to help me or review my screenshots. The error the app is giving me has nothing to do with a fare error. I just checked the app and the fare is the same. One of the fares is even less than it was yesterday. Could you call me or please attempt to solve the problem? Again, to say I am disappointed in your response is an understatement. Ive used BBB before and *** never ever had a company just basically not even look at what I say and say yep sorry even if the app gives you a fare if it doesnt work well idk. Heres screenshots from this morning from right now Im on PST time for context. Please feel free to call or email me so we can talk.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 06/07/2025

  Hello ****,
  

  
  We have received your response from the Better Business Bureau regarding upcoming travel for ******* under trip confirmation #JPSMWY.
  
  I can understand your perspective. I wish your Fly Delta app booking experience was successful. However, fares are not guaranteed until purchased. Published fares on the mobile app is mirror of our inventory of fares. Our fares are constantly changing as we have active inventory to the public. If you are unable to make the change via online or mobile app, the alternative is to calling our reservations team to complete the transaction. Our reservations team will have the up-to-date fares available for flights. Additionally, they will be able to add the takeoff 15 SkyMiles promotion as well.
  
  Please know I have forwarded your technical issues with the mobile app to the appropriate leadership team for future improvement.
  
  Thank you for allowing us to respond to your concern. I've included a copy of our response for the BBB files.
  
   
  Regards,
  
  ******* ******
  Customer Care Supervisor
  Delta Air Lines

  Customer Answer

  Date: 06/09/2025

   
  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:06/04/2025

  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 fiance and I checked into our Delta flight from *** to *** the day before departure and arrived at the airport early. The gate was changed from 4 to 3, and we moved as instructed. We waited at gate 3 without distractionsno headphones, no workand never heard any announcement about another gate change.Eventually, I noticed passengers boarding for ******* at ******. I asked the gate agent where the *** flight was, and he pointed to gate 4our original gate. I ran over, only to be told wed missed the flight. They claimed our names and the new gate had been announced, but we didnt hear anything, and we were never notified by the Fly Delta app, text, or phone call.I later called Delta Customer Support and was told, word-for-word, This kind of thing happens way too often. If thats true, its a major red flag and should be addressed. Why were there no app notifications when Ive received them in the past (and even on the next Delta flight I took the following day)? Why no text or phone call, especially when I had already checked in?Delta did respond to my initial complaint and gave my fiance a $50 voucher and credited my account with ************************** (roughly $6 in value). I appreciated the gesture, but it felt dismissive considering the five hours we lost at SNAtime I couldnt afford to lose. I bill $500/hour in my profession. Im not asking for $2,500 in compensation, but I do expect more than what was offered.This experience was avoidable in many ways by Delta and reflects a larger issue if it happens too often. Im a longtime Delta flyer and would prefer to remain one. But Im asking Delta to make this right with a more appropriate resolution.Thank you.

  

  Business Response

  Date: 06/05/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 1556 from ************* to ************** on May 14.  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 gate changes with no notification.  I regret that this was your experience.
  
  Flying with Delta should be enjoyable, and the inconvenience caused does not support our goal of providing a high level of service and value to our customers.  Ive have forwarded your comments to our ********************************** 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.
  
  While we share your disappointment, we hope you understand we are unable to consider reimbursement for pre-paid expenses or intangibles, such as other airline tickets, unused hotels, car rentals, recreational tickets, lost wages/income, child/pet care,or loss of time in these instances. Accordingly, we are unable to honor your request. We realize this is a disappointment, and trust you understand our position.
  
  Please review our Customer Commitment on ************************** for more information regarding what is considered a reimbursable expense.
  
  However, as a tangible form of an apology, Im issuing 2 additional Electronic Transportation Credit Vouchers for $50.00.  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.  
  
  The voucher can also be applied to flights operated by our partners **********, *** and ***************, when booking on ************************** or by calling Delta Reservations. 
  
  *******, thank you for making Delta Air Lines your airline of choice since 2016!  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: 06/05/2025

   
  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,
  
  ******* ********