Complaints

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

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  Delta Air Lines

  Dept. 980 PO Box 20980 Atlanta, GA 30320-0980

  
• 

  Delta Air Lines

  Hartsfield International Airport Atlanta, GA 30320

  
• 

  Delta Air Lines

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

  
• 

  Delta Air Lines

  PO Box 20706 Atlanta, GA 30320-6001

  
• 

  Delta Air Lines

  565 Taxter Road Elmsford, NY 10523

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

• Initial Complaint

  Date:01/24/2023

  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.

  I canceled a trip from Delta Airlines in the 24 hours allowed to cancel, and I asked them to refund the credit card. I received an email from them stating that the miney was refunded to the card already, but it has been 15 days after I received the email and I checked the balance today on the card, but the refund have not been received yet!

  

  Business Response

  Date: 01/29/2023

  Hello ******,
  
  We have received your complaint filed with the Better Business Bureau regarding your Risk-Free Cancellation. I am honored to have the opportunity to respond to your concerns. However, it's impossible without a confirmation number or ticket number. Please provide me either and I will be happy to help you.
  
  I hope you are having a wonderful weekend and I look forward to your response.
  
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 01/30/2023

  Im enclosing the ticket number from Delta Airlines, as they asked for it or the flight confirmation numbet! Thank you for the prompt response to this  matter!

  Have a great week you all!!! Blessings!

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

  1700 ************** Apt 1901 

  *******, ** 765425

  tel: ************

  

  Business Response

  Date: 02/10/2023

  Hello ******,
  
  We have received your response from the Better Business Bureau regarding our prior correspondence. Unfortunately, what I need to be able to check on your refund is your ticket number, a 13 digit number beginning with a 006 or confirmation number. Neither of the two screenshots you provided has the ticket number or confirmation number, only the cancellation notice.
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 02/10/2023

  When they heard about you, they returned the money to ******. com, snd ****** immediately return the refun to our debit thsns do suc

• Initial Complaint

  Date:01/23/2023

  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.

  I was trying to get a ticket for my daughter the other day to add her to my reservation. It kept giving me errors about her being a minor. I called and called could not get through. Tonight after work I tried again. They rep tried to add it. Put me on hold for 40 minutes. Never came back. Now the price has increased and I do not have enough points which I said fine I'll just pay points and cash. Contacted Delta on ******** They would not let me book points and cash when clearly I can. Then they left the chat after I showed them the screen shots. This is not ok. It should not be this difficult to give you my money. Please make this right.

  

  Business Response

  Date: 01/27/2023

  Hello *********,
  
  We have received your complaint filed with the Better Business Bureau regarding your experience trying to book miles and cash ticket. I am honored to have the opportunity to have the respond to your concerns.
  
  It's very disappointed to hear to hear the chat agent left the chat and never came back. That is unacceptable and not the Delta brand. We want to be recognized by our passengers for excellence, integrity and for striving to make a positive impression. I'm so sorry this was your experience. I'm happy to see you were able to get *****'s reservation booked. Please know, I have forwarded your concerns directly to our leadership teams for training purposes to improve our service.
  
  As a goodwill gesture for the inconvenience, I'm transferring **** bonus miles into your SkyMiles account. The miles will be posted within 24 hours.
  
  Thank you for allowing me to respond to your concerns. We can't wait to serve you all on March 31st on your way to ***. I hope you enjoy your weekend./

  
  Regards,
  
  ****************************

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18885589
  
  ****** I appreciate the gesture, but the flight went up by ****** points resulting in a deficit of nearly $200 which I had to pay.  I would appreciate if you refund the full ****** points.
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 01/28/2023

  Hello *********,
  
  We have received your response from the Better Business Bureau regarding our previous correspondence. I will be happy to honor your request for the additional **** bonus miles making it a total of ******. The miles will be posted within 24 hours. I hope you are enjoying your weekend.
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18885589
  
  Hello, once again I am having more issues with yet another flight I was trying to book for my daughter the other day. Despite multiple attempts to call and chat with your customer service, I faced barriers such as long wait times, language difficulties, and an unhelpful representative. I finally managed to book a flight today, but to my disappointment, the fee had increased yet again. I also could not get the representative to help me with seat choices despite them telling me they would get her a seat in the exit row on the way out and in the row with us on the return flight. I understand that booking a flight can sometimes be a complex process, but I do not believe I should be penalized for the shortcomings of Delta's customer service,  phone, and chat system. I would like a competent supervisor/decision maker to contact me as soon as possible at ************ so that I can get this flight worked out. Here all I am trying to do:

  For Chloes flight confirmation #:  GQQNJ4

  1.  Seat her in an exit row that reclines

  2.  For her flight back seat her in the exit row with us. Our confirmation for the flight back is: JOEBYS

  3.  As a loyal customer of Delta Airlines, I would greatly appreciate it if you could address these issues and offer a resolution, such as a waiver of the increased fee or an adjustment to my SkyMiles account. I believe this would be a fair gesture considering my continual difficulties.

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

  

  Business Response

  Date: 02/03/2023

  Hello *********,
  
  We have received your response from the Better Business Bureau regarding a different issue. Respectfully, you will need to call our Reservations number at ************** or file a new case at Give Feedback or File a Complaint for any unrelated concerns from your initial inquiry. All complaints have to be documented and traced in the order submitted through the system. Contacting the BBB, you are unable to receive a phone call. All communications are via the BBB platform. Thank you for your understanding.
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 02/03/2023

   
  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,
  
  ****************************************

• Initial Complaint

  Date:01/23/2023

  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.

  This complain is in regards to flights departing on Dec 19, 2022 and returning Jan 17, 2023, confirmation number: HISHW6. On my outbound flight, I was unable to keep my seat belt buckled. I asked for help from a flight attendant and they said they were dealing with another issue at the moment and did not return to assist me. The plane took off and landed with my seat belt unable to be buckled. I also had an infant in arms in this seat. It was terrifying. Furthermore during that same flight my entertainment screen was not working. I was unable To turn on the screen for entertainment or to track my flight. I was convinced that on the return flight my experience would be better. My screen for my seat wasn't working again. I couldn't believe it. I paid more money to fly with delta vs other airlines because I know Delta has consistently delivered quality service in the past and I couldn?t believe my experience this past reservation. I felt extremely unsafe and am not sure I feel safe flying with Delta again based on the seatbelt experience. My safety is one thing, but my infant's safety was also involved during that first flight.

  

  Business Response

  Date: 01/27/2023

  Hello ****,
  
  We have received your complaint filed with the Better Business Bureau regarding your experience from *** to Fargo on December 19th. I am honored to have the opportunity to respond to your concerns.
  
  Please accept my sincerest apology for any inconvenience that we may have caused you and your infant. We want to be recognized by our passengers for excellence, integrity and for striving to make a positive impression. It's very concerning to hear the flight attendant just dismissed your seatbelt not fastening. Safety is our number one priority. I'm so sorry this was your experience. I have forwarded your concerns directly to our In-Flight leadership team for investigation. They will use your feedback for training purposes to improve our service for your future travel.
  
  I know entertainment is important, especially on long flights. Our flight attendants are equipped to offer compensation for on-board failures. If this happens again, please let a crew member know so they can compensate you.
  
  As a goodwill gesture for your experience, I'm transferring ****** bonus miles into your account. The miles will be transferred within 24 hours.
  
  Thank you for allowing me to respond to your concerns. I hope you have a wonderful weekend.
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 01/27/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:01/23/2023

  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.

  Delta canceled our flight to ******************* on 12/25/22 with no explanation and did not offer support to find an alternative flight. After waiting in line for over 2 hours on 12/25, the gate agent was unable to offer any alternative flights. I called customer service two additional times on 12/26 and 12/27, and again no alternative flights were offered. I had a non-refundable hotel booked in *******************. I made the decision with my family on 12/27/22 to book a new flight with another airline with a departure date of 12/28 on (Sun Country) because I did not want to lose my entire hotel fee ($3600). I am asking Delta to provide reimbursement for 3 nights hotel (12/25, 12/26, 12/27) and our parking expense on 12/25. It is unacceptable for Delta to be allowed to cancel flights with no regard or accountability for their actions. I am asking for reimbursement for parking on 12/25 ($14.00) and for three hotel nights ($1542.86/ $514.28 X 3 nights). I have filed a complaint with Delta, but they continue to deny my request. Here is the Case # ********. Because I was not provided any alternative flights, I am asking them for reimbursement. There were multiple flights going to **** on 12/26, 12/27, 12/28, etc. so this not a matter of the airline being shut down and unable to operate. I have provided all of my receipts and documentation to Delta.

  

  Business Response

  Date: 01/29/2023

  Hello ****,
  
  We have received your complaint filed with the Better Business Bureau regarding your flight cancellation on Christmas day to ***. I'm honored to have the opportunity to respond to your concerns.
  
  I can imagine your disappointment when you flight cancelled to **** on Christmas day. The last thing we ever want to do is to cancel your flight, especially on Christmas. I'm so sorry for the inconvenience we caused you and your family. Unfortunately, we never cover pre-paid expenses. You will have to file a claim with your travel insurance company, and they will reimburse pre-paid expenses. I'm sorry to disappoint you.
  
  Normally when we refund your ticket, we normally do not issue compensation. However, being Christmas and not being able to find an alternate flight for you, everyone was issued a $50.00 electronic voucher. I am transferring an additional ****** bonus miles into everyone's account. The miles will be posted within 24 hours.
  
  Thank you for allowing me to respond to your concerns. I hope you are having a wonderful weekend.

  
  Regards,
  
  ****************************

  Customer Answer

  Date: 01/30/2023

   
  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,
  
  *****************

• Initial Complaint

  Date:01/23/2023

  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.

  ******************************* ********************************************************* I am writing to report a serious issue regarding my reimbursment claim for stolem items during a flight from ********* to ***- ************* when several items were stolem from my luggage. However, the Delta Airlines is now claiming that I did not report the missing items within the 21 days of the flight, which is completely false and not in line their policy and the online claim platform they provided to report the missing items. The responses I have received from the Claims Manager, *********************, have been inaccurate and unhelpful.This deley and unjust denial of my claim has caused unnecesarry stress and inconvenience for me. I am resquesting immediate compensation for the total valu of the lost items, which is $2,101,34. I have followed up with Delta's baggage claim service department multiple times, but I have yet to receive a satisfactory resolution.I would greatly appreciate your assistance in this matter and look forward to hearing from you soon.Sincerely,******************************* ************

  

  Business Response

  Date: 01/26/2023

  January 26, 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. I apologize for the confusion, according to the emails you did not report the missing items until December 15, 2022 which is past the 21 days to file a claim. However, I found the form that you completed for the bag fee rebate on October 31, 2022 and included with that the claim that you had missing items. That email is an automated email system for bag fees and that is why it was not discovered that you had claimed the missing items with in the 21 day time frams.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 per ticketed passenger. Following todays rate of conversion, our payment for $1,742.10 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 representatives.You 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 inbox.You 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:2357 ********************************************** 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: 01/26/2023

   
  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,
  
  *******************************

• Initial Complaint

  Date:01/23/2023

  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've been calling and emailing about this issue for over a month now. I purchased my ticket confirmation # HACBMB back in November for January 5th, 2023. The morning of our flight I receive updates that my flight has been delayed. I get subsequently 4 messages throughout the day that it has been delayed further and further. I get on the phone with customer service TWICE to see if I can reschedule my flight. They said the first flight was canceled, and the three other delays were due to MAINTENANCE ISSUE. I am on the phone for over an hour each call and on the final call WILL from customer service tells me to book a flight with AMERICAN AIRLINE, because they are unable to book the flight through their system, and that DELTA WILL PAY ME BACK. I ASK TWICE, ARE YOU SURE MY $957.80 TICKET WILL BE PAID FOR BY DELTA. WILL SAID YES. He writes notes on my account and issues me a partial refund for my *** to lax trip due to it being DELTA'S FAULT THROUGH MAINTENANCE ISSUE. He tells me to call back after my trip to get the refund. I call back on 1/12/2023 I speak with customer service which gets elevated to ******** of *********** where she recognizes that Delta should have been able to book my trip, but DELTA FAILED ON THEIR END. She made notes on my account and told me she cannot issue a refund, I must contact CORPORATE. I GET A CASE NUMBER- ********, ON 1/23 DELTA CORPORATE RESPONDS THEY CANNOT REFUND ME MY TICKET. HOW IS THAT OKAY!?!?!?! I GET ON CUSTOMER SERVICE LINE, AND I'VE BEEN PASSED FROM CUSTOMER SERVICE TO CORPORATE CUSTOMER FOR OVER 2 HOURS NOW, WITH NO RESOLUTION. THEY BOTH SAY THAT THE OTHER CUSTOMER SERVICE HANDLES THIS. ***** FROM CORPORATE SAYS I CAN'T SPEAK TO MANAGERS BECAUSE MANAGERS DO NOT SPEAK WITH THEIR CUSTOMER. I'M OUT $957.80 ON A FLIGHT THAT 2 DELTA AGENT AND SUPERVISOR HAS SAID DELTA WILL PAY FOR. $30 FOR LUGGAGE REFUND. AND OVER $240 OF CREDIT THAT WAS ISSUED THAT I WAS UNABLE TO USE AT EITHER *** AND *** AIRPORT. DELTA HAS STOLEN MY MONEY.

  

  Business Response

  Date: 01/28/2023

  Hello ******,
  
  We have received your complaint filed with the Better Business Bureau regarding your experience with your flight delay from *** to *** on January 5th. I am honored to have the opportunity to respond to your concerns.
  
  I am sorry for the inconvenience and misinformation the flight delay has caused. We never reimburse another airline's ticket. However, if you chose to go on another airline, we will refund your Delta ticket. Your ticket has been refunded in the amount of $188.60 and you were given a $200.00 electronic transportation credit voucher. Your American Airlines ticket was $478.90 so you are out $90.30 per passenger. What I can do is send you a Delta Choice gift card in the amount of $180.00 to make up for the difference.
  
  You will receive an email from Delta Choices with a link to choose the gift of your choice. I hope this solution is satisfying to you.
  
  Thank you for allowing me to respond to your concerns. I hope you are having a wonderful weekend.
  
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18883204
  
  I am rejecting this response because:

  As I stated in my email and to multiple customer service representatives I was authorized by Will from Deltas customer service while he was on the phone with me that will from delta was unable to book the ticket himself through American. I asked repeatedly if I would definitely get this amount back, he repeatedly said yes. He told me that he had made notes on my account regarding this ticket, and to call back after my trip to get the refund. On January 12th when I came back from my trip I spoke with ******** from *********** who is a Delta Supervisor and she also authorized the return. She also made notes that I should get a refund and it was a lack on Deltas part. The customer should never have to book the replacement ticket, that Delta should have booked it in the first place. The supervisor ******** told me she was unable to refund the amount but that I would have to go through Delta corporate. She said she made notes, and Delta would refund.

   

  This is my fifth interaction with Delta now, and have received completely unsatisfactory responses. None of you are actually reading what *** repeatedly written out and spoken. Delta has again lied and stolen my money. I expect a check written out to me- ***************** in the amount of $957.80 for the airline ticket multiple delta representatives have authorized for me to purchase due to mechanical issues on my original flight and a supervisor said that Delta corporate would refund. Or I will file a class action lawsuit. There are recordings of every single hour and a half plus phone conversation with each representative I have spoken to that have authorized this transaction. Delta needs to write me a check immediately.  

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

  

  Business Response

  Date: 01/29/2023

  Hello ******,
  
  We have received your response from the Better Business Bureau regarding our prior correspondence. Regrettably, you did not accept our answer and per the previous email, we are unable to refund other airline tickets. There is no notes in your account or reservation authorizing a refund of your American Airlines tickets.
  
  The amount of compensation plus your refund equals the amount of your American tickets. 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: 01/29/2023

   
  Complaint: 18883204
  
  I am rejecting this response because:

  That is still an unsatisfactory response. Someone should give me a call directly instead of hiding being texts. BBB has given you my contact information, your supervisor should call me.

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

• Initial Complaint

  Date:01/23/2023

  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.

  - Booked a flight from *** to *** through Delta. Original schedule was *** to *** (VS 141) on 06/19/2022 and connecting flight from *** to *** (DL3511) later that day. Confirmation Code: F8N63B.- Booked these flights using ****** Delta airmiles for economy tickets. Subsequently used an additional ***** Delta miles to upgrade the *** to DIA leg to Comfort+ seat.- *** to *** flight was delayed by 3.5 hours (baggage system issue at ********) so we missed our connecting Delta *** to *** flight. - My checked bag was lost on this flight and sent to my house in ****** a few days later.- Due to the *** to *** 3.5 hour delay, I missed the connecting *** to DIA flight in the evening (Delta 2310 7.25pm).- Delta automatically put me on an economy flight the following morning (06/20/2022) with United (UA1029 at ****am)- I needed somewhere to stay that night and when I spoke to the Virgin / Delta customer service representative he told me that they had sent me an email voucher for a hotel for the night. I never received an email voucher.- I then booked a nearby hotel (receipt attached to Delta complaint totaling $185) and bought a meal of $64 at the hotel. I was not expecting to incur these additional charges.- I complained to Delta on 06/21/2022 and requested to be reimbursed for these additional charges ($249). Complaint/Case number: ********.- On 06/23/2022 I submitted an additional complaint requesting that the ***** Delta airmiles I used for a Comfort+ upgrade be reimbursed to my account as the United flight I was put on was a regular economy ticket. Complaint/Case Number ********.- I sent numerous follow up emails with no response.- 6 months later (12/09/2022), I received a response from ************************ (Customer Care) acknowledging my ********** complaint but addressed none of the points raised.- I believe should be refunded these $249.00 expenses and ***** upgrade miles plus cash compensation for baggage issues and no customer care response.

  

  Business Response

  Date: 01/27/2023

  Hello *****,
  
  We have received your complaint filed with the Better Business Bureau regarding your flight delay on Virgin Atlantic. I am honored to have the opportunity to respond to your concerns.
  
  I understand your frustration with it taking us so long to respond to your complain. Our ** team is very small and it's taking us months to get caught up. I'm sorry you were waiting so long on a complaint that must be handled by Virgin Atlantic since it was their delay. Cadee was correct by advising we are unable to get Virgin's flight delay information, moreover they must compensate for their delay. I'm sorry to disappoint you.
  
  As a goodwill gesture, I am transferring ***** bonus miles into your account for the upgrade. The miles will be posted within 24 hours.
  
  Thank you for allowing me to respond to your concerns. I hope you have a wonderful weekend.
  
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 01/27/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:01/23/2023

  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 10/9/22 I bought a round-trip flight (on **************************************) departing 11/10/22 and returning 11/24/22. Purchase Confirmation GWBY5T. During the checkout process I was offered a sign up promotion for the Delta SkyMiles ********************* credit card. One of the benefits of the card is 1 free checked bag per journey on a Delta flight. My complaint is Delta was misleading about the benefits I would receive when signing up for their credit card. Their marketing of the card was particularly deceptive. I was led to believe that I was purchasing a Delta flight and that if I signed up for their credit card my 1st checked bag on the departure and return flights would be free. However, I was in fact purchasing a codeshare flight operated by Air France. This was not made clear during the checkout process. Nor was it made clear the 1st checked bag benefit on the card would not be eligible. As a result, I had to purchase my first checked bag on each leg, totaling $121.50. I would like Delta to refund that $121.50, or provide me with the equivalent value in Skymiles (which I believe is somewhere around ***** to ****** Skymiles). My Delta SkyMiles account is: **********.The flight was purchased on Delta.com. All flights had Delta flight #s: DELTA ****, DELTA ****, DELTA **** & DELTA ****. During the checkout process their marketing banner for the card stated, "Enjoy Your First Checked Bag Free On Delta Flights." Nowhere during the checkout process was it stated this flight would be operated by Air France or that it was a codeshare. Nor was it made clear the offer of a free checked bag might not apply to the flight I was purchasing. To the contrary, I was led to believe the offer did apply. (For instance there was nothing like an asterisk * beside the free bag statement to indicate there were restrictions.)I've attached an example of the promo I saw, a screenshot of the email citing the Delta flight numbers, and credit card statements showing the bags were not free.

  

  Business Response

  Date: 01/27/2023

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding your bag fee on your Air France flight to ******* in November. I am honored to have the opportunity to respond to your concerns.
  
  I'm sorry you felt mislead by signing up for the **************** credit card when booking your flights. When you book on delta.com you act as your own travel agent so it's important to read everything since an agent isn't advising you of the code share flights or rules and restrictions. On every code share flight, underneath the flight number and cities, it states "operated by Air France", and it's not in fine print. Also, when the credit card offer appears at check out, it clearly states "1st free bag on all Delta flights".
  
  Since we are unable to refund charges collect by Air France, I'm transferring ****** bonus miles into your SkyMiles account. The miles will be posted within 24 hours.
  
  Thank you for allowing me to respond to your concerns. I hope you have a wonderful weekend.
  
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 01/28/2023

   
  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,
  
  *******************************

• Initial Complaint

  Date:01/23/2023

  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.

  The airine acted unprofessionally and delayed the flight to and from the trip. The workers threatened to leave ** out of the airplane for asking why they were checking in out carry on. The supervisor then asked us if "we had a problem because she can take us out of the flight if she desired". We paid to ride on the airline and delay costs us business money as well as delays. They provided a service that was not withing the timeframe we requested and acted unprofessional without attempts to amend it fairly

  

  Business Response

  Date: 01/27/2023

  Hello ****,
  
  We have received your complaint filed with the Better Business Bureau regarding your experience with your carry-on bag in *******. I am honored to have the opportunity to respond to your concerns.
  
  I'm sorry you had a bad experience in *******. When you purchase a Basic Economy ticket, it does state you may have to check your carry-on bag because Basic Economy is the last zone to board. When you refuse to board, the agents have every right to remove you from the flight. We do expect the agents to enforce the policy while still being professional and polite. I've passed your comments along to the Airport Customer Service team for review. They will use your feedback to improve our customer service.
  
  As far as the delayed flight, I'm only seeing a minor delay on January 11th due to a nationwide FAA outage, which is outside Delta's control. Therefore, no compensation is due.
  
  Thank you for allowing me to respond to your concerns. I hope you have a wonderful weekend.

  
  Regards,
  
  ****************************

• Initial Complaint

  Date:01/22/2023

  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 took flight on 20th January from ******* to ****** to ***** to settle. ******* to ****** was operated by indigo airlines . ****** to ***** was operated by air France. ***** to ******* was operated by delta and codeshare with air France. I booked flight ticket on air France website. My booking reference number is NS3RGC.I have missing all 4 bags till now. I file missing baggage on delta baggage counter with reference number Seadl18900.In that, after a day I observed that they wrote my bag tag number wrong. There is a waiting for 1 hr to get to customer representative to correct my bag tag #. My Bag tag # are below:Bag 1. ********** Bag 2. ********** Bag 3. ********** Bag 4. ********** There is no update from Delta or from air France on my bags. In delta app, one of the bag with bag tag # ********** is shown as in delta system but then also I haven't got that bag.Want to get my bags back. Want to know what communication airfrance and delta had about my bags.

  

  Business Response

  Date: 01/26/2023

  January 26, 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.According to our records, your baggage has been delivered to you. If this information is incorrect, please reply back to this e-mail with additional details regarding your mishandled baggage.We will consider reimbursement for any reasonable out-of-pocket expenses you may have incurred during the delay of your luggage. Please complete the attached expense reimbursement form and return it to us, along with your receipts for the expenses.Please submit the claim form and receipts as an attachment to this e-mail.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