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

  1030 Delta Blvd Dept 980 Atlanta, GA 30354-1989

  
• 

  Delta Air Lines

  1600 Aviation Blvd Atlanta, GA 30354-3746

  
• 

  Delta Air Lines

  4200 S Cargo Dr Se Atlanta, GA 30320

  
• 

  Delta Air Lines

  PO Box 20598 Atlanta, GA 30320-2598

  

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:05/16/2025

  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 canceled our original flight and rebooked my family across multiple flights. I, my brother, and my mother were rebooked on a 10 AM flight. My 4-year-old child was rebooked on a separate 4 PM flight, and my 2-year-old was scheduled alone on a 6 PM flightwith no guardian. This is a clear violation of Deltas unaccompanied minor policy, which prohibits children under 5 from flying alone.I only discovered this dangerous rebooking by checking the itinerary. Had I not, my toddlers would have been left at the airport or denied boarding with no guardian. When I contacted Delta, I asked to split the group and assign one adult per child to their flights or swap seats among us. I was told these basic solutions were "unachievable." The only option offered was a rebooked flight two days later, causing us to miss planned international travel with family already in the air.I have filed a complaint with the ********************************* due to the serious safety implications. Im requesting acknowledgment of this failure, accountability for the clear policy violation, and compensation for the disruption and risk this caused to my family. Delta should never allow a system or agent to assign toddlers to fly alone, and I hope this complaint helps ensure no family experiences the same.

  

  Business Response

  Date: 05/19/2025

  Hello ******,
  RE: Case 23342837
  
  We've received your complaint filed with the Better Business Bureau regarding your active booking GHS5ZG. It is my pleasurer to assist you today.
  
  Thank you for reaching out and sharing this re-booking experience and the disruption. I want to begin by sincerely apologizing for the kids individual bookings not going as smoothly as we had intended and your international delay in travel. This last-minute frustration you encountered is not the experience in which we had hoped for. Your experience was not reflective of the high standards we set for ourselves, and I truly regret the inconvenience it caused you.
  
  Please know that we have forwarded this to our IT Department leadership team for internal review and we are conducting a thorough internal review of the events surrounding this to improve our services.
  
  As a gesture of goodwill and in recognition of the inconvenience you experienced, I am issuing an 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 (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.
  
  This voucher is re not intended to place a value on your experience, but rather to express our sincere apology and reaffirm our commitment to you as a valued Delta customer.
  
  Deante, thank you again for bringing this to our attention and for being such a valued part of our SkyMiles Medallion Family. We look forward to having another opportunity to give you a much better flight experience in the future.
  
  Regards,
  *** ******

• Initial Complaint

  Date:05/16/2025

  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.

  Dear BBB Representative,This is regarding delta reimbursement claim Case #******** for delayed flight from MDT TO *** and *** TO MIAMI first flight was delayed making me miss second flight second flight was given of 1 am which was canceled right around the time of departure for no staff.I am writing to formally dispute Delta Air Lines denial of my reimbursement request tied to confirmation number HVQK5K, which involved significant out-of-pocket expenses totaling $331.82 after my flight was disrupted and rescheduled.Delta claims the disruption was due to a weather delay, which is demonstrably false. At the time of the rescheduled departure (around 1:00 AM), there was no weather issue in the area. The delay was in fact due to staffing shortages, not weathera reason entirely within Deltas operational control. Passengers were never informed of a weather issue, and there were no *** weather advisories or visible conditions to support Deltas explanation.Despite being stranded overnight, Delta offered no accommodations, meal vouchers, or transportation assistance, leaving me and other passengers to arrange our own lodging, food, and transit. I incurred the following reasonable and necessary expenses:Hotel: $149.77 Transportation: $50.95 Meals: $131.10 These expenses are the direct result of Deltas failure to provide basic support during a preventable service disruption. Their mischaracterization of the delay as weather-related appears to be a convenient but inaccurate rationale to avoid reimbursement, contradicting their Customer Commitment (Section 12).I respectfully request the BBBs assistance in holding Delta accountable and ensuring I am reimbursed for these costs. I have attached receipts and documentation supporting my claim. I request a check to be sent to my address (***********, **) of reimbursement of out of pocket expenses. Sincerely,****** *****

  

  Business Response

  Date: 05/19/2025

  Hello Deepak,
  
  We have received your complaint filed with the Better Business Bureau regarding the cancellation of Delta Flight 2857 from MDT to ATL on April 10, 2025. Please accept our sincerest apologies for any inconvenience this may have caused you.
  
  Our records indicate that Delta Flight 2857 was diverted and delayed due to a ground stop at the ***************. When airport conditions deterioratesuch as wind, snow, poor visibility, or an excessive number of flights scheduled within the same time periodcontrollers ensure the highest levels of safety by requiring more space between planes as they arrive or depart. Air Traffic Control, governed by the *******************************, manages the flow of planes as they arrive and depart from airports. ATCs top priority is safety, which includes maintaining a safe distance between aircraft. Under optimal conditions, planes can fly closer together. However, in this instance, the routing to **** was limited, and your flight was unable to depart within the allotted time for international destinations.
  
  We sincerely apologize for any misinformation you may have received regarding the cancellation of your flight. While we share your disappointment, we must respectfully decline your request for reimbursement. Delta is unable to assume liability for additional amenities in the event of schedule changes, delays, or flight cancellations when the root cause stems from non-controllable disruptions such as ATC. We understand this is not the resolution you were hoping for, and we apologize for any further disappointment this may cause.
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines

• Initial Complaint

  Date:05/16/2025

  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 the 16th April 2025 I purchased two tickets. We were asked to volunteer to take a later flight. That offer was accepted. The compensation to be given was in a form of a 2 gift cards. Several calls were necessary to get the information to post correctly, including a Delta CS representative at the gate. I was told give it 24 hours. So I gave it 60 hours. Nothing ever showed.I called the card issuing center 3 times, each time having to explain all the details. I was finally emailed a link. I tried to open the link and I was blocked (Cloudfair). I followed up with several emails to the card center explaining the situation and even provide a screen shot. I was told someone would be in touch. That never happened. I emailed the Delta CS team requesting assistance and even escalating that to a management level CS individual. They kept referring back to the card center support even after I explained all the issues. I asked to be put in contact with Delta Executive Escalation and was denied. So here we are. It's unfortunate that it has comes down to this. Not typical of Delta, but they have left me no other choice. Additional details provided upon request.

  

  Business Response

  Date: 05/19/2025

  Hello *****,
  RE: Case 23340253
  
  We've received your complaint filed with the Better Business Bureau regarding your Delta Choice Gift Cards. It is my pleasure to assist you today.
  
  I am happy to see your concerns were answered through the ************************** channel in case ********, as I have included a copy of the email for your records and for the Better Business Bureau to record as well for this case you have made.
  
  In efforts of providing you the best customer service possible, I reached out to Delta Choice Gift Card Support as you were provided their contact information in case ****** and their records stated that on April 18, 2025 when you reached out to them regarding your gift cards the agent resent them to you and you stated that you received the email from them and on two occasions; 5/1/2025 and 5/16/2025 reminders have been sent by Delta Choice Gift Card Support of the upcoming expiration dates and there has been no action on redeeming the gift cards as of date.
  
  We do apologize for any inconveniences.
  
  Regards,
  *** ******
  
  ______________________________________________
  
  Hello *****,
  
  Thank you for taking the time to respond to our email, I hope this message finds you well. I am writing to apologize for the delay in resolving your issue. We understand how frustrating it can be to wait for a resolution, and we deeply regret any inconvenience this has caused.
  
  Unfortunately, our customer care team is unable to assist with issues related to Delta gift cards. To escalate your issue regarding compensation, you will need to reach out directly to the Delta Gift Cards team. They are best equipped to handle such matters and ensure that your concerns are addressed promptly.
  
  You can contact the Delta Gift Cards team and request escalation regarding your issue.
  Hours of Operation
  Monday to Saturday 8:00a - 10:00p (ET) 
  Sunday 8:00a - 6:00p (ET)
  For Customer Service
  Local Number: **************
  North American toll-free **************
  Email: ********************************************************************************************
  
  Thank you for your patience and understanding. We value your patronage and hope to have the opportunity to serve you better in the 
  future.
  
  RE: Case ********
  
  Regards,
  
  Kiaysuri G.
  Executive Assistant 
  Delta Air Lines
  
  
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23340253
  
  I am rejecting this response because:

  I have tried to go through the support at Delta Gift Cards as previously stated in the complaint. Please go back and re-read the original complaint. That has netted ZERO results. 

  I am not going to continue to ride this merry-go-round and waste any more of my time trying to sort out what is clearly a process failure on the side of Delta Airlines. 

  Provide me with and with a name, phone number, and email to an executive in ***************** that has the ability to rectify this issue without further delay.

  Nothing less will suffice.

  Thank you. 
  
  Sincerely,
  ***** **********

  

  Business Response

  Date: 05/23/2025

  Hello *****,
  RE: Case 23340253
  
  We've received your rejection to our reply. 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 have conducted through review of your concern and there is nothing more we can do. There is no higher escalation with Better Business Bureau cases, please know we have submitted all records to them as well. 
  
  Regards,
  *** ******

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23340253
  
  I am rejecting this response because:

  I am extremely disappointed in DAL. You have shown me that you not interested in resolving this issue. I have repeatedly attempted to work within the normal channels of CS prior to reaching out the BBB as I mentioned. As the the time of this email I have never received a reply back from the card services you keep trying to force down my throat. That was over three weeks ago.

  It is very apparent that you do not have any respect for my time. Delta claims that they appreciated the loyalty of there customers. You haven't show it here. You where the remaining US Carrier that actually cared about it's customers. It would appear those days are over.

  I intend to this escalate this matter to Senior Upper Management. 

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

• Initial Complaint

  Date:05/16/2025

  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.

  Delta Airlines has virtually never gotten me to a destination without inconvenience. I don't think I've ever not had at least a delay. Currently, as I type this, I am stranded in ******* ATL due to a malfunction on their app. My flight got delayed and I attempted to use their rebooking tool to get an earlier flight. It rebooked me onto a canceled flight and immediately closed my itinerary making it impossible for me to rebook any further without calling their help line. They refuse to reverse the rebooking and the next earliest flight they can get me on will put me home in 8 hours. Which sounds about right since I had 8 hours of delays on the first half of this itinerary. I request that you get a copy of my flight history and see just how many times they've done this and know that they've never once offered compensation. I want a full refund for this entire trip, not just this one flight. I could've walked to *********** and back faster than this. I want them to apologize and do better.

  

  Business Response

  Date: 05/18/2025

  Hello ****,
  RE: Case 23339655
  
  We've received your complaint filed with the Better Business Bureau regarding your dissatisfaction with our service. It is my pleasure to assist you today.
  
  Id like to review your concerns in detail. To do so, I need you to send me the following information:
  
  * Name of passenger(s)
  * Dates of travel, flight numbers, or ticket numbers
  
  Kindest Regards,
  *** ******

• Initial Complaint

  Date:05/16/2025

  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 3/24/2025, I traveled with Delta airlines to return home from a work trip. Because I work as a musician, I was traveling with my instruments (two trombones in a double case). I checked my luggage and gate checked my instruments. My luggage was a standard hard-sided roller bag and I took extra care that my instruments would also be safe for transport - packed appropriately in a special $900+ case recommended online by other professionals for air travel, and certainly following Delta's specifications for Category I cases designed to withstand a minimum of 100 round trips. Both my luggage and one of my instruments were returned to me damaged. However, Delta replaced my luggage but would not reimburse me for repairs to my damaged instrument. A representative named **** ******* emailed with me for a few weeks before she stopped responding to my emails and would not answer my calls. According to Delta's Contract of Carriage, Deltas liability is defined as limited to proven damage or loss. It also states that the value for reimbursement shall be determined by the purchase price of the item. A screenshot is attached showing the purchase price of the instrument to be over $5,000. Pursuant to this Contract of Carriage, the liability of loss is limited to $4,700. I believe that my request for the quoted $1,075 for repairs is well within that threshold. I am not asking for the instrument to be replaced. I am simply insisting to be made whole for the amount it will cost to cover the damage inflicted by Deltas staffs carelessness. These damages were inflicted by Delta staff despite my best efforts to prevent them and it is only fair that I be reimbursed for the quoted repairs. **** ******* claimed that Delta is not liable for damage to fragile items, but no instrument could have withstood the brusque treatment also inflicted on my luggage. Delta has admitted fault and replaced my damaged luggage, so I am simply asking to be made whole for my damaged instrument as well.

  

  Business Response

  Date: 05/20/2025

  May 20, 2025
  RE: Case 12873888
  
  Hello *********,
  
  Thank you for your recent correspondence submitted through the Better Business Bureau. They have requested that we respond to you directly regarding your concerns.
  
  Upon review of the photo provided of the trombone case, we did not observe any visible damage to the case itself. Given the absence of damage to the case, we must respectfully conclude that the reported damage to the trombone could not have occurred while the item was in Deltas custody.
  
  We appreciate the opportunity to review and respond to this matter. While we regret any dissatisfaction this situation may have caused, we hope you will continue to consider Delta Air Lines for your future travel needs.
  
  Sincerely,
  
  ***** *****
  Claims **************************************** Baggage
  Delta Air Lines

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23337841
  
  I am rejecting this response because:
  

  My instruments were packing appropriately in their high-quality protective case - and I would argue that the case did its job, as it itself held up to Deltas brutal luggage handling and protected 3/4 of the equipment inside. However, the damage inflicted by Deltas careless staff goes above and beyond what could be considered normal par-for-the-course wear and tear or any damage that could be reasonably expected when traveling with an instrument. My instruments were SO mishandled that one of the instrument components came loose from its compartment and damaged another instrument component. This is something that I have never heard of happening before. In all my flights with American Airlines, I have never had anything happen like this. In all my 15+ years as a trombonist, I have never had this happen to an instrument.
  
  I can understand why you would be wary to pay for repairs to expensive equipment that may or may not have been your fault - however, this damage is Deltas fault beyond a doubt. The damage inflicted on my other luggage (a brand new hard-sided suitcase - checked on the same flight) could only have been caused by being thrown or dropped from a significant height. As for my trombones, there is no case that could have protected my instruments from this kind of treatment. No musical instrument cases are designed to withstand this kind of abuse. There is nothing I could have done to prevent damage to my instrument in this instance except simply not flying with Delta. Since Delta has admitted fault in the handling of my luggage and replaced my suitcase, it seems only fair that you reimburse me for the repairs to my instrument that was damaged by the same treatment on the same flight.

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

  

  Business Response

  Date: 05/22/2025

  May 22, 2025 RE: Case ******** Hello *********, We've received your response sent to the Better Business Bureau.The photos indicates that your baggage received normal handling and protection. We cannot find any evidence of negligence while your property was in our custody. Based on the facts and documents presented, we do not believe the request for payment is due under our contract, terms, and conditions. We understand you may be disappointed in this result, but unfortunately and respectfully, we believe it has been given due consideration.Thank you for selecting Delta. Sincerely,***** ***** Claims Manager Customer Care - Baggage Delta Air Lines

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23337841
  
  I am rejecting this response because:

   

  I checked two bags on my recent flight in March. Both were returned to me damaged. Delta has admitted fault and made amends for one damaged item but not the other. Nowhere in Delta's policies does it state that the damage to the bag/item must be visible from the outside. 

  Attached are additional screenshots showing the dates of the damage. You will note that the photos of the damage were both taken within minutes of each other on March 24, immediately upon arriving home from the airport. In the rush home from the airport, I did not notice the damage to my luggage until I got home. (I had to wait almost an hour to receive my luggage after exiting the plane, so I was in a rush to get out of there - but that's a different story.) Upon returning home and discovering the damage to my luggage, I immediately checked my instruments in their case. To my chagrin, one of the components of one of my instruments was also damaged. I realized I did not have any more recent photos of my instrument, but the one dated February 14 shows the instrument, prior to incurring the damage inflicted by Delta, as it was packed in the case. The highlighted segments clearly show the area to be damaged and the component that was somehow dislodged by Delta's careless treatment. 

  This is as much proof as I can think of to provide, but if there is anything else I can submit to help prove my case, please let me know. I am only seeking to be made whole for the damage to my instrument (and in effect, to my livelihood) inflicted by Delta. I checked two items on my return flight home and both were damaged by the same brusque treatment. I'm not sure what else is my responsibility to prove.

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

• Initial Complaint

  Date:05/16/2025

  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 I was supposed to have a departing flight out of *** to MSP at 18:36 to catch an international flight to ****** at 22:59. The first flight was delayed leaving me with a 36 minute connection window. I went to the where I was delayed again, this time causing me to miss my connection. I was rebooked for the next morning. This delay is proving to come at considerable unnecessary cost. I scheduled my day based on the schedule I paid for and was let down. Between unnecessarily missing work, paying for 3x peak time Ubers vs 1 non peak, unnecessary meals, a missed non refundable hotel in ******, and cutting into the ONE vacation I will get this year, this delay has cost almost as much as the trip itself, further cutting into my trip budget and forcing me to make cuts. This cant be considered anything but theft from a company valued at over $32 billion. I have already tried getting help from delta directly and their compensation offer of ***** skymiles, worth $40, is a slap in the face and an insult. I have never lost so much from a delay before and this needs to be made right. I would feel less taken advantage of with a simple seat upgrade. I will have a hotel receipt tomorrow when I get into ******.

  

  Business Response

  Date: 05/16/2025

  Hello *****,
  
  We have received your complaint filed with the Better Business Bureau regarding your flight disruption from ********* on May 15th. I am honored to have the opportunity to respond to your concerns.
  
  It's disappointing to hear you flight delay caused a missed connection, resulting in missing a day of your vacation. After review, this delay was caused by late arriving inbound that was delayed due to air traffic control/ground delay program.
  
  I recognize you filed a complaint on May 15th and 16th through the ************************** channel. You received an email immediately advising that they will get back to you within 14 days. Also, I realize you are not happy with the goodwill gesture offer. Two reasons for this compensation amount. The flight was not completed, and the amount of compensation is based on the time delayed to your destination. Also, the delay was due to late aircraft due to weather/air traffic control delay in MSP, which is outside Delta's control.
  
  Respectfully, we are unable to honor your request for an upgrade, nor any further compensation. We appreciate your understanding.
  
  *****, thank you for being a loyal SkyMiles member since 2017. Thank you for allowing me to respond to your claim.
  
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23337776
  
  I am rejecting this response because: this is a joke. The cuts I will now have to make will make this vacation so tight that I wont be able to do the things I was hoping to do. Keep your points, this is the last trip I will ever take with delta.
  
  Have the day you deserve,
  
  ***** ********

  

  Business Response

  Date: 05/19/2025

  Hello *****,
  
  We have received your response from the Better Business Bureau regarding our previous correspondence. Regrettably, you did not accept our answer and per the prior email, the flight disruption was outside of Delta's control which we normally do not offer compensation.
  
  It's disappointing you will never do business with us again. However, we do realize you do have a choice. I hope you have a wonderful time in ****** and we can't wait to serve you again on May 26th to provide a better experience.
  
  Thank you for allowing me to respond to your concerns.
  
  
  Regards,
  
  ****** C. ******

• Initial Complaint

  Date:05/16/2025

  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 complaint against Delta Air Lines regarding Flight DL0313 from HNL to MSP on 5/8/***** a Diamond Medallion member #**********), Ive shown years of loyalty. Im deeply disappointed in how this cancellation was handled, especially as it disrupted my 50th birthday celebrationcarefully planned as a surprise by my wife.This incident reflects major service failures and likely violates U.S. DOT refund rules effective October 2024.Flight Details:Flight: DL0313 Route: ******** to *********** Date: May 8, 2025 4:05 PM Cancellation Reason: Mechanical (announced after boarding)Key Issues:-Proactive Efforts Ignored: I called Delta multiple times before the cancellation was confirmed, trying to reroute. No alternatives were provided.-Chaotic Communication: Cancellation happened after boarding with no clear direction. The help desk was overwhelmed and unhelpful.-Unusable Vouchers:>Lyft voucher didnt workwe were stranded.>$12 meal vouchers were inadequate in *********>Hotel didnt allow late checkoutI had to rely on my own Marriott status to rest.>Unauthorized Rebooking: We were rebooked without notice and missed the new flight due to poor communication.>Out-of-Pocket Expenses: We had to purchase last-minute United tickets home: $1,516.40 per person ($3,032.80 total).DOT Regulations (Oct 2024):Delta must issue automatic refunds for canceled flights when no alternative is accepted, within 7 business days (credit cards), and cannot offer vouchers unless the passenger agrees.Since this was a mechanical issuewithin Deltas controland I declined any alternative, I am entitled to a full refund. The costs we incurred were a direct result of Deltas failures.Resolution Requested:>Reimbursement of $3,032.80 for United flights >Goodwill compensation for the ruined milestone event >Escalation to senior customer service >Full compliance with DOT refund rules If unresolved, I will file a formal complaint with the *********************************.

  

  Business Response

  Date: 05/16/2025

  Hello ****,
  
  We have received your complaint filed with the Better Business Bureau regarding your flight cancellation from ******** on May 8th. I am honored to have the opportunity to respond to your concerns.
  
  Our goal is to get you to where you need to be safely and on time. I'm sorry we failed to provide the on time service you expected and deserved. It's disappointing you had to take another airline to make you 50th birthday delectation. After review, we rebooked you to get into ****** four hours later than promised, therefore you received ****** bonus miles as a sincere apology for the inconvenience. Respectfully, we do not reimburse other airline tickets per our Contract of Carriage. However, you are due a refund since your flight cancelled. This has always been our policy before the new DOT Regulations. Your refund request was submitted requesting an eCredit but I will be happy to send your tickets over to our ****************** to have the unflown flights refunded. You will receive an email once processed, within 10 days.
  
  ****, thank you for being a Diamond Medallion and a loyal SkyMiles member since 2010. Thank you for allowing me to respond to your concerns.
  
  
  Regards,
  
  ****** C. ******

• Initial Complaint

  Date:05/15/2025

  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 Deaf and rely on visual communication. I had a $235.20 eCredit from Delta that expired on October 12, 2024. Unfortunately, I did not receive any clear or accessible reminder that it was expiring. As a result, I lost the credit without warning.When I contacted Deltas support team, I explained that I didnt get any accessible communication and requested a one-time exception due to the circumstances. However, the agents told me the issue was beyond their control and referred me to an internal complaint form, which did not resolve anything.I believe this is a case of poor accessibility practices and a lack of inclusion for Deaf customers. I am requesting that Delta reissue the expired eCredit as a one-time accommodation and improve its communication practices for travelers with disabilities.Resolution requested:Reissue my expired $235.20 eCredit E-Credit: ************* Ensure accessible communication methods for Deaf passengers regarding time-sensitive matters like expiration notices

  

  Business Response

  Date: 05/19/2025

  Hello Min,
  RE: Case 23335674
  
  We have received your complaint filed with the Better Business Bureau regarding your expired Basic Economy ticket. It is my pleasure to assist you today with your concern.
  
  As noted on ************************** our Delta Main Basic (previously known as Basic Economy) offers you lower fares with limited flexibility and is best for those traveling by themselves with firm travel plans. These ticket changes are not allowed after the 24-Hour Risk-Free Cancellation period, but the option to cancel for a fee** may be available.
  
  Our records show your ticket ************* was bought on October 12, 2023, and then exchanged as a one-time exception with no change fee to *************. Please know that if you voluntarily cancel your flight (without a significant travel disruption caused by Delta, as outlined above), your eCredit will be valid for 1 year from the original ticket date, minus any applicable cancellation fees. In your case the expiration date would be October 12, 2024, and when you did not take your scheduled flight on January 20, 2024, that in turn terminated any validity of your ticket.
  
  As SkyMiles accounts, all accessible online, are self-managed, Delta doesn't send out reminders. In addition, on ************************** using your ticket number, credit card or SkyMiles account, you can search for your eCredit at *****************************************************************;
  
  As a one-time exception, we will issue an ecredit (*************) in the amount of $235.20 and will expire on Sept. 20, 2025. 
  
  Thank you for being the best part of Delta!
  
  Regards,
  *** ******

• Initial Complaint

  Date:05/14/2025

  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.

  While traveling home from vacation March 25th 2025. My luggage was stolen at US customs when entering the *** in *******, **. My luggage was unloaded from the Delta aircraft and placed on the baggage claim and it was retrieved by someone else. I had to board my connecting flight without my luggage. I filed a claim with Delta Airlines on 3/25/25 and I have not received any correspondence from Delta regarding this matter except a generic email. I lost 52lbs of clothing and other personal items.

  

  Business Response

  Date: 05/19/2025

  May 19, 2025 RE: Case ******** Hello *********, Weve received your message sent to the Better Business Bureau.  They have asked us to respond directly to you.  Please allow me to explain that our Contract of Carriage helps determine policy when resolving baggage claims. You can read the full disclosure of our International Contract of Carriage at the link below. Baggage rules and liability of carriers are explained in rule 17 and 18 of the contract. *************************************************************************** Since your trip included international travel, our baggage liability is calculated in Special Drawing Rights (SDR) at the rate of ***** SDR. Following todays rate of conversion, our payment for $2,055.83 USD will be issued via Automated Clearing House (ACH) transfer. This will not fully cover your claimed loss. If you have insurance coverage that will provide for additional payment, we will gladly cooperate with your ******************* will receive a separate email, from Delta Air Lines *** <***********************>, to register and claim your funds. You may want to add the email address *********************** to your list of accepted addresses and check your spam folder if you dont see the email in your ********* have 15 days to accept your ACH; if left unclaimed, payment will automatically be converted to a check and sent via **** to the address on file. If sufficient time passes for the check to be distributed, it will be mailed to the following address:***************************************************************************** You will need your six-character flight confirmation number to claim your funds. 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 Be mindful that if your baggage is located in the future, we will promptly reunite you with your property. We appreciate your choice of Delta to provide your air transportation and look forward to serving you again in the future.Sincerely,***** ***** Claims Manager Customer Care - Baggage Delta Air Lines
  
  

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23329783
  
  I am rejecting this response because:
  

  I feel like Delta is reimbursing me for the bare minimum when there were no efforts to track down and retrieve my bag. Being that my bag was stolen at US customs in *******, there should have been cameras and a clear indication of who stole my luggage. I demand an increased amount to cover at least 70% of my loss. I do not even care about the clothing I lost. The important items that I wish to replace are my bags and shoes. I demand the maximum amount due to the lack of effort, my luggage could have been recovered. My bag was 52lbs of items for a luxury vacation in *******. I lost souvenirs and so much more. $2k is a slap in the face. This amount needs to be doubled or really close to doubled. I cannot just accept anything after waiting almost 2 months. 

  
  Sincerely,
  
  ******** And ********* **********

  

  Business Response

  Date: 05/20/2025

  May 20, 2025 RE: Case ******** Hello *********, On behalf of all of us at Delta Air Lines, we sincerely regret that weve been unable to locate your missing ********** stated in my previous letter, for customers who have traveled on an international itinerary, the Delta Air Lines International tariff limits liability for luggage to ***** Special Drawing Rights (SDR). This includes luggage checked for travel on any domestic segment in conjunction with international travel, regardless of layovers or transfers. For a definition of SDR please visit the *************************** web site at *************** >.  Our payment of US$2,055.83 represents our maximum reimbursement, as outlined above.   Also, all of our traveling guidelines are posted on **************************.  It is ultimately the passengers responsibility to review information pertaining to luggage liability when traveling with airlines.This obviously will not fully cover your loss.  However, it may be that you have some type of insurance coverage that will provide for an additional payment.  If so, please feel free to refer your insurance agent to us for any information needed in their investigation.  Again, if we locate your luggage we will contact you.While we understand your disappointment, we are unable to offer additional compensation for your claim.  We sincerely appreciate you as our customer and hope you will give us a future opportunity to restore your faith in Delta Air Lines. Sincerely,***** ***** Claims Manager Customer Care - Baggage Delta Air Lines

• Initial Complaint

  Date:05/14/2025

  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.

  Im writing to formally express my disappointment regarding a recent experience on my Delta flight. The flight was delayed by about three hours, and per DOT regulations, passengers are entitled to automatic compensation for such delays. I have not received any notification or offer regarding this.Additionally, my flight was rebooked through three different connections. If I had wanted a multi-stop itinerary, I could have purchased a cheaper ticket with that routing. The result was a final arrival time of 5:30 PM instead of the original 12 noon, causing me to miss my scheduled transportation and incur additional *********** make matters worse, upon arriving and retrieving my checked luggagewhich was routed through ************ found that items were stolen from my bag. Missing were a wallet I had bought as a Mothers Day gift for my mom, and two bottles of cologne. I reported this to airport staff, but they said I had to file everything online, and offered no assistance at the time.I have been a loyal Delta customer for over six years and have never experienced such poor service. When I tried to resolve this at the kiosk, the representatives told me they couldnt help and that I needed to file a claim online. This level of service is unacceptable.I am requesting the following:1.A flight refund or travel credit for the delay and rebooking issues.2.Compensation for the stolen items (wallet and two colognes).

  

  Business Response

  Date: 05/14/2025

  Hello ****,
  
  We have received your complaint filed with the Better Business Bureau regarding your travel experience. While we share your disappointment we do not have the necessary information to review your concerns. Please provide us with your confirmation number and or ticket number. Additionally, if you have not filed a claim with our Baggage Department regarding your luggage please do so immediately. 
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines

  Customer Answer

  Date: 05/15/2025

   
  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,
  
  **** ****