Business Profile

Airlines

Delta Air Lines

Complaints

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

Customer Complaints Summary

4,822 total complaints in the last 3 years.
1,625 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/28/2023
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.
Flight on Feb 5 from ****** to Jamaic
Business Response
Date: 03/07/2023
Hello ******,

We have received your complaint filed with the Better Business Bureau regarding your fight disruption on February 5th from ****** to ***********. I am honored to have the opportunity to respond to your concerns.

After review, you didn't provide any information regarding your flight. I do see it was servilely delayed, almost 12 hours. I'm so sorry for the inconvenience this caused. I do see our Proactive Service Recovery team gave everyone on the flight ***** bonus miles, which is a little low for this amount of delay. Therefore, I am transferring an additional 1***** miles into your account, making a total of ******. The miles will be posted within 24 hours.

Thank you for allowing me to respond to your concerns.

Regards,

****************************
Customer Answer
Date: 03/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. However, I continue to feel disturbed by how poorly things were handled. I feel your customers deserve much better than we got that day. I do not understand how it is acceptable for gate agents to be rude and cold. I do not understand how it is acceptable to have no one ******* a desk to help people understand what is going on. Most of all, I do not understand how it was not possible to find any airplane sooner than 12 hours later. No good explanation has ever been forthcoming. In fact, we were treated like this was all normal operating procedure.
Shortly after my own experience, my daughter and her husband had a flight that was cancelled and rebooked without informing either of them. They only found out about it when she went to check on whether the flight was on time the morning she was scheduled to go out (no notification was sent). It was rebooked in a way that would have made it impossible to reach her destination that day because there was not enough time to make the connection they were scheduled on, the last flight from ******* to ****** that day. Because wait time on the phone was over an hour we drove to the airport to get her and her husband rebooked. This was terribly inconvenient and it meant they lost a day of their short honeymoon. I don't think this is the service of a good airline. I still feel I will have to think hard before booking with Delta again.

Sincerely,

*************************
Initial Complaint
Date:02/28/2023
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.
Hi there, I have already reached out via deltas website but the two issues havent been addressed in over 6 months. My skymiles number is **********. These complaints hopefully should still appear as open on the account. Given I havent received a response or resolution for a while i am escalating it here 1. I noticed in Jan 2023 that I have three expired Global Upgrade Certificates and 1 expired Regional Upgrade Certifciate. This is considering that I have certificates that were supposed to expire Jan 31 **** that are closed becuase thye have been used. I contacted to see why these certs were used and not the ones expuring in 2023 and hope to have them reopened given this seems to be a Delta IT/agent issue 2. I noticed that a few of my flights where I was in Premium select have only been crediting 100% MQM versis the 150% that it should be (e.g., ***-***/***/*** which I take frequently)
Business Response
Date: 03/17/2023
Hello ***************** ****,

We have received your complaint filed with the Better Business Bureau regarding your Global and Regional upgrades. I am honored to have the opportunity to respond to your concerns.

I reached out to the SkyMiles Service Center and they reviewed all of your certificates and advised all that were expiring in 2023 were used. If you need additional information regarding when and where these were used, you will need to call your premium service number and they will be able to answer all your questions with SkyMiles on the phone as well. I hope you find this information helpful.

Thank you for allowing me to respond to your concerns and thank you for being a Diamond Medallion. Have a wonderful weekend.

Regards,

****************************
Initial Complaint
Date:02/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been flying with Delta airlines for years. On Feb 8th 2023 I was flying from *****************, ** to *********** alone with my three small children ages; 9 months, 3 and 5. In *******, they forced me to check my baby's stroller and carseat all the way thru to my final destination of MSP. Before arriving to MSP, I had a layover in *******, because there are no direct flights. I have traveled with this same stroller and carseat several times in the past, and they have always allowed me to check it at the gate/plane, so when you get off the plane, it is waiting for you. I had just flown down on Jan 25th 2023 from MSP to ******* without any issue. I checked it at the gate/plane in MSP, and received my stroller during my layover in *******, and then again when I landed in **. However, on Feb 8th, they now stated to me "it is delta's policy to check the stroller to your final destination". I asked to speak to a supervisor, in which I did, and he also agreed that it would be checked thru to my final destination. They allowed me to bring it to the gate, but again, at the gate, I was met with resistance, and they forced me to check it there thru to MSP and would not give it to me during my layover in *******. They would not show me any such policy throughout all this. By them doing this, I was left in ******* for my 2.5 hour layover with a pump bag, diaper bag, carry-on backpack, infant that doesn't walk and two other children to manage all on my own without my stroller or any help. I immediately filed a complaint with Delta online, as well as, sent them numerous text conversations. The end result I have received, is a $200 giftcard for my inconvenience, in which I did not accept, and I have only 3 months to use or it expires. I spoke to Delta today over the phone, and they said my case is closed, and that this issue needs to be addressed "internally", but they can't do anything further for me personally. I feel this is completely unacceptable!
Business Response
Date: 03/22/2023
Hello ********,RE: Case ******** Thank you for reaching out to us about your experience. We try to remain sensitive and responsive when any problem is brought to our attention. I certainly recognize that your check in experience regarding your stroller affected the purpose of your travel. I do apologize for the experience. The information the agents gave you is accurate. The stroller would be checked on our larger aircrafts. On the Delta connection aircraft which is a smaller aircraft carry-ons and strollers are pink tagged and brought back to the passengers.I do understand that you were traveling alone with your children and your extra item and the stroller was needed for you to get around. I will be sharing your comments with the Airport leadership acknowledging you statement of being mistreated. I have included a link on Delta. com that will give you more information about strollers being checked to the final destination.I so see that a previous agent extended a goodwill gesture in the amount of 200. I will extend the 200 which is the **** Goodwill gestures are given when there is a Delta failure. There was not failure for checking the stroller.Due to the lack of communication that you mentioned I will be sending an additional goodwill gesture. As a goodwill gesture for your experience, Im sending a $200 Delta Choice gift card. You will receive a Delta Choice gift code, from ******************************************************** in two separate emails within three business days and you can select the gift card of your choice within 60 days of receipt. The gesture extended was not meant to place a value on your experience; rather it was an attempt to make amends for your disappointment with our service.Thanks for being so loyal to Delta and we hope your next trip is pleasant in every way.Regards,Nicely ************** Customer Care Delta Air Lines
Customer Answer
Date: 03/22/2023

Complaint: 19513188

I am rejecting this response because: Deltas response was the same exact response I initially got from Deltas Airlines prior to getting ahold of the BBB. All they did was copy and paste their original response, which I initially was not happy with.

Sincerely,

***********************
Business Response
Date: 03/24/2023
March 24, **** RE: Case ******** Dear *****************************,We have received your reply to the Better Business Bureau. They have asked us to respond directly to you.We apologize that you were not happy with our previous response. The response that you received was in response to your questions.We are unable to offer anymore compensation to you at this time. Please accept our apology for the unfavorable impression you received in this instance. We appreciate your selection of Delta and will always consider it a privilege to be of service. Sincerely,********************* Claims Manager Customer Care - Baggage Delta Air Lines
Initial Complaint
Date:02/28/2023
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.
To whom this may concern, I attempted to resolve this in real time via the chat system on the Delta App. That attempt was unsuccessful due to excessive holds and transfers and the ultimate resolution was to input my complaint on the website general complaint web form. This was not acceptable as understanding what transpired will take a detailed understanding of how and why airlines cancel flights. Ultimately this is about dishonesty. An airline using its' power to bully passengers and modifying flights when loads are low so as to increase profits. I have the entire chat thread saved if you desire. After attempting to resolve during our 9 hour travel I gave up and decided to file through the BBB as it would hopefully get elevated to the appropriate level. I am attaching more specific details in my complaint via a MS **** document.
Business Response
Date: 03/07/2023
Hello ****,

We have received your complaint filed with the Better Business Bureau regarding your flight cancellation from ****** to ************* on February 24th. I am honored to have the opportunity to respond to your concerns.

We know youre eager to get to where you are going, and its difficult when you must wait. I'm sorry you didn't receive the on-time service you expected and deserved. Our goal is to operate our flights as scheduled, but at times due to safety or air traffic control issues, that becomes impossible. Weather precipitation seen and not seen, surface winds, air traffic control, freezing equipment, deicing and crew unavailable due to delayed in weather are all factors in non-controllable flight disruptions, such as the delay you experienced. The flight cancellation was caused by local weather. When temperatures get so low, it slows down the operation and the *** makes all airlines thin out the operations by cancelling a flight or two to avoid many delays. Respectfully, your accusation regarding Delta is using our power and bullying passengers to increase profits is not at all true and it saddens me you would think that.

Thank you for allowing me to respond to your concerns. Thank you for your loyalty.

Regards,

****************************
Customer Answer
Date: 03/13/2023

Complaint: 19512075

I am rejecting this response because the excuse that the local weather caused the cancellation is simply not true. I have been an Air Force and commercial pilot for over 30 years. Most recently a Captain on a 747-8. I have the ***** and the *** from that precise time. There was no weather. Additionally, the flight I was rescheduled on was scheduled to depart only 15 minutes later. How does local weather miraculously clear up in 15 minutes AND this decision was made 3 hours prior to the "miraculous weather phenomenon"?... That is simply not believable. Lastly, the crew that was scheduled to operate the originally scheduled flight confirmed to me personally that the cancellation was not due to local weather, as your reply states. The e-mailed response that was sent to me reads like a boiler plate response. I encourage Delta to actually review the specific circumstances of the date in question and do the right thing. I have all of the aforementioned screenshots and am willing to share to anyone looking for the truth.

Sincerely,

***********************
Business Response
Date: 03/14/2023
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, local weather can be dicing, winds, freezing temperatures or air traffic causing by these events. The **************************** has coded this flight as "weather" and there was no compensation issued. I've included a copy of our responses to the BBB files.

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

Regards,

****************************
Customer Answer
Date: 03/14/2023

Complaint: 19512075

I am rejecting this response because you have failed to respond to my comment that the flight we were rescheduled to was taking off within 15 minutes of my purchased flight. The weather in that tight a window is the same. What is your explantation for this ******? Coding by the *** is merely input from whatever dispatch tells them so that is not a reliable source of information. The airlines have been abusing this in recent years and this is an example of an instance where they have done this. Delta should be ashamed and should offer some reasonable compensation for inconveniencing us. If I do not get some sort of realistic resolution here I plan to file a complaint with the *** and my congressional representatives as this is why passengers need protections.

Sincerely,

***********************
Initial Complaint
Date:02/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Flight DL2980 out of *****, ** was delayed which caused ** to miss flight DL1869 out of ******* on 1/26/23, resulting in ** missing 24 hours at our final destination, incurring non- refundable lodging expenses. At the time of delay, staff informed passengers that there was a "mechanical" issue with waterlines. Multiple Delta staff, in ***** and *******, assured ** that we would be reimbursed for missed lodging at the minimum. When submitting for reimbursement, Delta categorized the delay as "weather" and is now refusing to follow through with what Delta employees promised. Flight DL2980 was the first flight out of ***** and no other flights were delayed due to "weather" that I am aware of. I have filed a claim with Delta (Delta Case number ********). Attached to this complaint are files containing my submitted complaints and explanations along with the response from Delta Airlines. I believe being reimbursed for our lodging expenses is a reasonable request. If I had not been reassured by multiple Delta employees, at different airports, I would have pushed to resolve this prior to leaving the ***************.
Business Response
Date: 03/07/2023
Hello *******,

We have received your complaint filed with the Better Business Bureau regarding your pre-paid expenses in **************** on January 26th. I am honored to have the opportunity to respond to your concerns.

After review of DL2980 out of OMA to ***, it was delayed due to the cold temperatures impacting the ** systems. However, that has nothing to do with the pre-paid expenses you are requesting. We did provide meal vouchers and a hotel in ******* however, per our Contract of Carriage, we never reimburse any pre-paid expenses, even if it is a controllable delay. You will need to file a claim with your travel insurance and they will reimburse all pre-paid expenses. I'm sorry ****** didn't advise you that pre-paid expenses are not part of your ticket purchase.

Thank you for allowing me to respond to your concerns.

Regards,

****************************
Customer Answer
Date: 03/14/2023

Complaint: 19512448

I am rejecting this response because we were told by multiple Delta customer service representatives that our missed lodging expenses would in fact be covered. While the company may be very selective in what they pay back to customers who have missed flights for various reasons, I would not have gone through the trouble of filing a claim through BBB, or trying to settle this through Delta Customer Service, if I had not been reassured by multiple employees at multiple airports that we would have no issues in this process. Anything less than what I was told by Delta staff is a failure to follow through in their customer service and an unfortunate reminder of how poorly Delta values their customers.

Sincerely,

*****************************
Business Response
Date: 03/15/2023
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 emails, airlines do not cover any pre-paid expenses or events. You must file a claim with your travel insurance. Again, even though your delay was caused by weather, we provided meal voucher and a hotel while stranded in *******, which isn't required. I'm sorry you feel as if we do not value you. I've included a copy of our responses to the BBB files.

As such, our latest position remains the same. I'm sorry to disappoint you.

Regards,

****************************
Customer Answer
Date: 03/15/2023

Complaint: 19512448

I am rejecting this response because my stance does not change. The delay was a failure on ground crews to properly prepare the plane for the first flight of the day, and because there were no other flights (including other delta flights) delayed at the same airport, I reject the notion that it was a delay due to weather. The hotel voucher is not a supplement for missing a full day along with high costs occurred.

Sincerely,

*****************************
Initial Complaint
Date:02/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My complaint is that Delta is directly responsible for financial loss to me, due to being UNable to support my flight to *** with a crew, including a pilot. THIS WAS NOT AN ACT OF GOD but the sole responsibility of Delta, which resulted in my loss of $681.59 in accommodations (Airbnb - which is not like cancelling a hotel; I was already checked in and the owner gave me their place for that weekend. They can not accept a cancellation a day after checking in and find someone new to take the place.), and events planned (+unrecoverable time spent at ***).I was originally supposed to depart at 7:55pm on 2/10/23 but was delayed 1hr+20mins upon arriving at ***. Eventually, the flight was further delayed to depart at 10pm, passengers boarded the plane, then had to deplane after some time. We were told the flight was going to be delayed to 10am the next day due to no crew available to operate. I had to go home and come back the next day to find out my flight was delayed twice more to 1pm. I then spent too much time on the phone with representatives trying to make arrangements to get to ***, but ultimately, it was clear that no accommodations would be made that would work for **** asked if the flight was going to leave at 1pm (the newly delayed time), and was told it WAS NOT because it's delayed further to 7:55pm. I requested to receive a full refund in cash ($557.80) for my flight, which I have received. It later turns out that the flight did leave at 1pm (delayed, yes), and that the representative on the phone was wrong. I could have taken the flight and limited my loss that weekend.Delta has extended a $200 coupon code, which does expire just 3 months after receipt. So now I have to figure out how to use that money before expiration, but all that Delta has given back DOES NOT equal what I lost due to their mistakes.I am making this complaint to recover the $681.59, which I was not able to get refunded to me. My Delta case number is ********.
Business Response
Date: 03/06/2023
Hello ******,

We have received your complaint filed with the Better Business Bureau regarding your flight disruption from *** to *** on February 10th. I am happy to see your concerns were address through the delta.com channel. I'm so sorry for the inconvenience we caused you.

Thank you for allowing me to respond to your concerns. Thank you for being a Gold Medallion and a loyal SkyMiles member.

Regards,

****************************
Customer Answer
Date: 03/06/2023

Complaint: 19511325

I am rejecting this response because: my concerns were not addressed here or on Delta.com. As I mentioned in my BBB complaint, I am seeking reimbursement for financial loss with Airbnb/events for the amount already stated. I'm not sure how Delta thought/thinks my concerns were addressed.

Sincerely,

*************************
Business Response
Date: 03/07/2023
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 from ***************, we do not cover any pre-paid accommodations or events. I've included a copy of our responses to the BBB files.

As such, our latest position remains the same. I'm sorry to further disappoint you.

Regards,

****************************
Initial Complaint
Date:02/27/2023
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 bought tickets through Justfly in June 2020 for a trip to ********* they booked it for the wrong dates so I was forced to get a new flight so I wouldnt miss my sisters wedding. I filed a complaint with bbb to get this resolved. They refunded me for one flight but not for the other one. Instead of getting a refund they gave me ecredit that I will never get to use cause I dont travel. My ticket is ************* and my sons was ************
Business Response
Date: 03/03/2023
Hello *******,

RE: Case 07213514

We have received a copy for your response from the Better Business Bureau regarding your request for a refund of your two Basic Economy tickets.

Per our rule for Basic Economy tickets and the date that you purchased your ticket, you can only use the tickets as a credit towards future travel. If we make an exception and process a refund you will lose partial value of the Basic Economy tickets.

You can search Delta.com Basic Economy tickets.

*******, thank you for your feedback.

Regards,

***********************
Customer Answer
Date: 03/03/2023

Complaint: 19507386

I am rejecting this response because: I would need a full refund, it was not my fault that my ticket days were not booked correctly it was the just fly representative that screwed up my dates and times.

Sincerely,

*******************************
Business Response
Date: 03/15/2023
Hello *******,

We have received your response from the Better Business Bureau regarding our previous correspondence. Regrettably, you did not accept our answer and I am a little confused. If JustFly made a mistake booking your ticket, why are you filing a complaint against Delta and not the one who made the mistake. If you purchased your flight through us, you have 24 hours to cancel your ticket for any reason for a full refund. Unfortunately, we are unable to refund your ticket due to a third party booking error. We appreciate your understanding. I've included a copy of our responses to the BBB files.

As such, our latest position remains. You will need to contact JustFly to request a refund due to their error.

Regards,

****************************
Customer Answer
Date: 03/16/2023

Complaint: 19507386

I am rejecting this response because: I called multiple times the day I noticed my flight was scheduled for the incorrect days to Justfly. After multiple attempts. One year later, they gave me a refund for one of my flights, but not for the other one instead of giving me a refund they said that I would have a credit to fly with Delta, I do not fly and dont plan to fly in the future due to not having my real ID. All I am asking for is a full refund. Maybe someone in the Delta could escalate this matter to get me my refund. I called Delta about two weeks ago to try to get the name on the ticket changed so somebody else could use my credit and they said that was not allowed either. That doesnt help me much or nobody in my family plans to fly in the near future. And they also told me that if I wanted a refund that my refund would only be $8.53 rather than the full amount of my ticket which is not customer service if you ask me.

Sincerely,

*******************************
Business Response
Date: 03/22/2023
Hello *******,

We have received your response from the Better Business Bureau regarding our previous correspondence. Regrettably, you did not accept our answer and per your comments, JustFly made the mistake on your dates, not Delta. Again, this is a Basic Economy ticket that does not allow any changes with a $99.00 penalty and none of our tickets are transferable. I'm sorry you chose to book through a third-party agency that doesn't stand by their mistakes or advise you of the very restrictive ticket you were purchasing. I've included a copy of our responses to the BBB files.

As such, our latest position remains the same. I'm sorry to disappoint you further. Thank you again for allowing me to respond to your concerns.

Regards,

****************************
Customer Answer
Date: 03/22/2023

Complaint: 19507386

I am rejecting this response because: I feel like it should be delta that should talk to Justfly on my behalf since they are the company that works with them not me. I will be contacting a lawyer I guess since no one is willing to help me with this matter.

Sincerely,

*******************************
Initial Complaint
Date:02/27/2023
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.
***************************** Phone: ************ email: ******************** Reference case ******** ***************************** Ticket number ************* Confirmation number GIM4AW I travelled to ******* on Dec 7th via *********. I bought my ticket on delta.com. I did not buy my ticket with KLM. On getting to *****, one of my luggages was missing, I was at the *********** for over 5hours looking for my luggage, I did not find it. I immediately contacted the staff on duty and was given a reference number both for KLM and Delta. I went to airport everyday to look for my luggage but not success until I came back to the US, I kept following up until I was assigned a claim manager by name *********************** who confirm that my luggage has been lost that I should submit a claim which I did. After submitting the claim with all the proofs, she now denied my claim saying that delta will not be responsible for my lost luggage but KLM will be.I did not buy my ticket from KLM, KLM does not have record of my trip. KLM does not provide the opportunity to submit a claim. I have been doing everything in my capacity to recover my bag but no success.Will appreciate if my case is looked into.Thank you and I look forward to hearing from you.*********************
Business Response
Date: 03/01/2023
March 1, 2023 RE: Case ******** Dear *****************************, Weve received your message sent to the Better Business Bureau. They have asked us to respond directly to you. We try to be responsive when any problem is brought to our attention, and we regret you are disappointed with the handling of your luggage while traveling with us recently. Airlines agree that the carrier transporting the customer to his/her final destination will investigate any loss, damage or delay claim on behalf of all air carriers involved in the customers trip regardless of which airline the ticket was purchased from. This arrangement usually benefits both the customer and the airlines as it eliminates duplication of efforts and results in a faster resolution. This is not to place blame on any carrier. Your flight records indicate that Delta Air Lines was a carrier during your travel but did not operate your final flight to *************** KLM is the final carrier, we recommend you contact them to submit your baggage claim. Please accept our apology for the unfavorable impression you received in this instance. We appreciate your selection of Delta and will always consider it a privilege to be of service. Sincerely,********************* Claims Manager Customer Care - Baggage Delta Air Lines
Customer Answer
Date: 03/07/2023

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. The carrier airline KLM has reached out to me about the claim,
Thank you very much for your help!

Sincerely,

*****************************
Initial Complaint
Date:02/27/2023
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.
We recently used Delta as our carrier for a flight to visit our famliy we haven't seen in 6 years. Our flight had been delayed several times and finally we were boarded to our connecting airport(***). We arrived with about 15 minutes to make our connecting flight which originally we had 3 hours to connect. ( was still boarding) When we arrived we asked the attendant at the desk to call down to let the other desk know we were on our way. She refused after completely ignoring our first couple requests. She then told us we would never make it to the gate and to go speak to the service desk to be placed on another flight. We were finally put on a affiliate airline(KLM) which had to connect in ********* after having to wait in *** for 6 hours. This was supposed to be a direct flight from *** to *************. During the drinks service flight staff spilled hot coffee all down my leg was offered napkins and flyer miles as compensation( unbelievable). We then arrive in ********* and there is no help kiosk to speak with anyone in regards to our flight just an automated touch screen kiosk which was absolutely useless. We wait another 4 hours for our next connection to ****************. We take off and land in ****** and now have to connect for two our while on the plane. Finally landing in ********* 36 hours later to start enjoying our holiday. Spent 3 hours on the phone with Delta customer service(lack thereof) to no avail and to find out they can't do anything until our trip has been completed. Finally once we returned contacted delta again and spent over an hour(4+ hours now) to get this resolved just for them to tell me to fill out a form on their website and someone would be in touch once they reviewed. The form online doesn't work and was unable to file formal complaint.
Business Response
Date: 03/06/2023
Hello *******,

We have received your complaint filed with the Better Business Bureau regarding your flight disruption from ********* to *******, causing you to miss your connection to ********* on January 11th. I'm so sorry for the inconvenience this caused you and your family. However, I am happy to see your concerns were addressed through our messaging channel with each of you receiving compensation in the amount of a $300.00 Delta Choice gift.
I noticed your SkyMiles number was not in your reservation, so I added your flights to your account. Within seven days you will see your miles posted.

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

Regards,

****************************
Initial Complaint
Date:02/27/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 16th I purchased flights to travel on February 22/27 to ****** ****** from *********** traveling through *********** from Delta Airlines. The February 22nd flight from *********** to ****** was first delayed and then canceled. I was not provided any hotel voucher, meal voucher, or any travel credit for my inconvenience. I was rebooked on a flight leaving February 23rd, which was further delayed, finally arriving into ****** at 10pm on February 23rd. Because of this delay I missed important business meetings and pre-wedding festivities for my family. I am seeking reimbursement for taxi, hotel, meals, and other inconveniences totaling $600 USD or a complete refunding of the ticket.
Business Response
Date: 03/09/2023

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

Please accept our sincerest apologies for any inconvenience caused during your travel with us on February 22, 2023. After review, I see your concerns have been addressed through the Delta.com channels.

Thank you again for sharing your concerns. We value your support and hope to have the opportunity to better serve you.
Regards,
******* M
Customer Answer
Date: 03/13/2023

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,

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

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