Complaints

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

close

Find a Location

Delta Air Lines has 49 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Delta Air Lines

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

  
• 

  Delta Air Lines

  Hartsfield International Airport Atlanta, GA 30320

  
• 

  Delta Air Lines

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

  
• 

  Delta Air Lines

  PO Box 20706 Atlanta, GA 30320-6001

  
• 

  Delta Air Lines

  565 Taxter Road Elmsford, NY 10523

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

• Initial Complaint

  Date:01/11/2023

  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.

  RE: Case Number ******** I'm trying to change my last name because I got married, from ************************* to *************************, I already sent my new driver license, marriage certificate, but the system says in automatic email that my driver license is expired. This is impossible, it expires in ****, only in 8 years. I'm having serious problems updating my name with Delta.

  

  Business Response

  Date: 01/18/2023

  Hello ******,
  
  We have received your complaint regarding your name change on your SkyMiles account. After review, you submitted the same complaint in August, and on August 16th your name was changed to ******************************** in your account. Please let me know how I can further assist you.
  
  Thanks for allowing me to respond to your concerns. Have a wonderful day!
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18726375
  
  I am rejecting this response because:

  Hey *****; in august my name has been changed from ************************************** to ************************** 
  

  I got married in December 29 2022, and my legal name now is ************************** 
  

  The message from august is similar , but my name has changed , since I got married in December only. 
  

  I just want make sure my name is ************************;

  From now on.

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

  

  Business Response

  Date: 01/19/2023

  Hello ******,
  
  We have received your response from the Better Business Bureau regarding our prior correspondence. Thank you for writing back. Your SkyMiles account now shows **************************************. Please let me know if this is satisfactory. I can remove ****** if you wish. I look forward to your response.

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

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18726375
  
  I am rejecting this response because:

  Hey Mr. ****** can you leave just ************************** 
  

  I really appreciate if you can remove middle name ************* 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/21/2023

  Hello ******,
  
  We have received your response from the Better Business Bureau regarding your name on your SkyMiles account. I have removed ****** from your name so it reads; ******************* now.
  
  I hope you have a wonderful weekend and we hope to see you soon!
  
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 01/21/2023

   
  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:01/11/2023

  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 bought 4 both ways tickets with Delta airlines from *** to *********** for December 25th 2022 and way back December 28th 2022.On December 24th I got an email from Delta to checkin online which I didn't but thought that the flight was still on. Upon arrival next day to *** at 6AM we were told the flight was cancelled. We tried to reschedule but next flight to *********** was only for December 28th the day we supposed to come back. So I got refund for only one way for 4 tickets, and had to cancel the other 4 tickets and instead of refund I only got e-credits (*************/ *******************************, *************/ ***************************, ************* / *****************************, ************* / *************************)I'd like to be refunded for the whole trip since I have no intention to travel this year and this e-credit is valid only for one year.

  

  Business Response

  Date: 01/18/2023

   

  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.
  
  I regret that your travel plans were disrupted as a result of the cancellation of flight DL **** from *** to *** on December 25, 2022. Rest assured that this was not the experience we wished you would have when flying with us. I've submitted a request to refund all 2 tickets. You will receive a separate email from our ****************** on the status of your refund. Please allow sufficient time for processing. I've included a copy of our responses for the BBB files.
  
  Thank you again for sharing your concerns. We value your support and hope to have the opportunity to better serve you. 
  

  Regards,

  ******* M

  Customer Answer

  Date: 01/18/2023

  Hi is Delta going to refund me the 4 tickets or just 2 tickets?

  Thanks for clarifying 

  *****************************;

  

  Business Response

  Date: 02/01/2023

  Hello ********,
  
  We have received your response form the Better Business Bureau regarding your refunds. All four tickets have been refunded. I'm sorry she advised two ticket. I hope you are having a wonderful day!
  
  Regards,
  
  ****************************

  Customer Answer

  Date: 02/01/2023

   
  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:01/11/2023

  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.

  My *********** had flights from ********* to *********, ******, with a layover in *** on Dec. 31st 2022 (both flights were Delta Airlines flights). Our original layover was supposed to be 2 hours in ***. At the ********* airport, Delta delayed our flight due to air traffic control. The flight was originally supposed to depart at 2pm, but it actually departed at 3:40pm. During our delays, I spoke with our gate agent 3 times about fearing missing our connection in ***, & each time I spoke with her she very rudely told me that I would have enough time to make my connection & that a "30 minute layover is the legal minimum", so she wouldn't be changing our flight. We landed in *** at 7:25pm. Our flight to ********* departed at 7:35pm, which was not enough time to make it to our flight before the gate closed & was 20 minutes less than the "legal minimum" that the agent in ********* told ** we would have. We missed our flight & were placed automatically on the same flight for a full day later (so it left *** at 7:35pm Jan. 1st and would arrive in ********* on January 2nd). This left us in *** on new year's eve at 7:30pm with no accommodations - so hotels were extremely expensive. We also had a ferry booked on Jan. 1st late in the afternoon from ********* to ********, which we would miss with no refund. The hotel, food, & missed ferry expenses for that day totaled over $1000, but we are only asking for our ************* to be reimbursed by Delta.The only response I have gotten from Delta is that US regulations do not require airlines to provide compensation due to missed flights due to Air Traffic Control. I understand this, but we were told multiple times at *** that we would not miss our connection & that Delta would not put us on a new flight to ***. We lost over $1000 & an entire day, not due to air traffic control but due to Delta not changing our flight. Im asking Delta as a company to recognize this mistake and provide us reimbursements for our costs.

  

  Business Response

  Date: 01/20/2023

  Hello ******, 
  
  We have received your complaint filed with the Better Business Bureau regarding your flight disruption on December 31st. 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 should have received. I know it was extremely frustrating being told you would make the connection, only to have to wait 40 minutes for take off. If the flight had taken off once it left the gate you would have made the connection. I'm sorry this was your experience.
  
  It is true we do not compensate or offer accommodations due to uncontrollable delays. However since it was New Years eve and I understand the hotels being triple the normal price, I will make an exception and reimburse the maximum allowed. We will be processing your payment of $300.00 via Automated Clearing House (ACH) transfer. You will receive a separate email, from Delta Air Lines *** <***********************>, to register and claim your funds. You may want to check your spam folder if you dont see the email in your inbox.
  
  You have 15 days to accept your 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:
  
  7913 **************
  *********, ** 37221
  **
  
  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
  
  Unfortunately, I will be unable to reimburse the ferry because we never cover pre-paid expenses or events. We appreciate your understanding.
  
  Thank you for allowing me to respond to your concerns. I hope you and **** have a wonderful weekend.

  Regards,

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

   

  Customer Answer

  Date: 01/22/2023

   
  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:01/11/2023

  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.

  On Jan 30 2022 my husband and I were flying from ******, ***** to ***** ******** with a layover in ******* and *********. When I got to ******* the ********* flight was cancelled so Delta changed my flight in ******* to fly through ***** on a code share flight with Air France. My bags did not make it on my flight and they took 2 to 3 days (they came one by one) and I was told to purchase items we needed to make it until the bags arrived. We purchased a total of ****** Euros worth of necessities. I opened a claim as instructed on the Air France website on Feb 8 2022. For the next 10 months Air France has stated they could not see the attachments on their claims website and asked me to email them. I have uploaded them to the website 5 times and emailed them I believe 7 times. I have screen shots and pdfs of all emails and submissions. They refused to contact me and closed my case saying they could not see them. I finally opened a claim with Delta Dec 19 2022 because I paid for my ticket through them, they put us on that flight, the bags were delayed with their care, and I had exhausted all options with Air France. I believe Air France is using this as a tactic not to pay. Delta responded and said they contacted Air France and to wait 2 weeks. I waited 3 weeks and heard nothing so I contacted Delta again and now I have not received a response from them. I have spent hours working on getting this money back and complying quickly with every request. The total pages on my pdf with all of the emails with Air France is 116 pages that does not include all of the screenshots etc. My files due to the amount of documentation are too large to upload, but are available upon request. I would like to be reimbursed for my claim for the delayed baggage in the amount of ****** Euros.

  

  Business Response

  Date: 01/18/2023

  January 18, 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 records indicate that while Delta Air Lines was a participating carrier in your itinerary, we did not operate your final flight to *****, ********. Based on your email and documentation on your file that Air France is handling your claim and as a result, Delta will not interfere in the settlement. We recommend that you contact Air France regarding your claim and bring any comments you may have about the resolution of your claim to that carriers attention. 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: 01/18/2023

   
  Complaint: 18724265
  
  I am rejecting this response because:
  

  Air France has willfully ignored my attempts to send them the required documentation. I understand if they denied my claim based on a rule, law, or because what I was claiming is not accurate. They are literally not paying or responding to my claim due to a breakdown in their system. I understand not wanting to duplicate efforts, but since I am not an ** citizen and bought my ticket from a U.S. based company I dont have much in the way of fighting this. That being said, I purchased my ticket from Delta and Delta is the one who changed my ticket last minute in ******* after I got off a Delta owned flight and Delta when I changed flights did not ensure my luggage made it off their flight and onto the next flight which was Air France. My luggage was left in ******* by Delta due to the last minute quick change of flight. Please check the details of the switch. In ******* (under Delta) a Delta agent at the Delta desk put us on a flight where the gates were literally closing (all other passengers had boarded) and Delta did not ensure out luggage made it on the Air France flight. Due to this we were without our bags for 3 days and because the final leg which did not have our bag due to Deltas error we have to work with Air France who has   an admitted broken system and cant see the receipts which you can see that I have been sending correctly in the 116 pages of email documentation I have as evidence. At the very least, Delta could work with Air France to ensure that they can see the receipts based on their broken system and that your customer gets reimbursed.

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

  

  Business Response

  Date: 01/18/2023

  January 18, 2023 RE: Case ******** Dear *************************, Weve received your response sent to the Better Business Bureau.As previously stated 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.Since a claim has already been filed with Air France Delta will not interfere in the claim handling with Air France. We recommend that you contact Air France again regarding your claim and bring any comments you may have about the resolution of your claim to them.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: 01/18/2023

   
  Complaint: 18724265
  
  I am rejecting this response because:
  

  This is literally the exact same canned response they sent the first time.  They language did not even change.  They did not even read my response.  My rejection still stands.  Delta literally does not even have to read the responses.  

  My bags was left behind due to Delta.  Yes, Air France was transporting me, but Delta put me on that flight at the very last second and did not ensure my bags were on the flight.  I purchased my ticket from Delta and Delta is the one who changed my ticket last minute in ******* after I got off a Delta owned flight and Delta when I changed flights did not ensure my luggage made it off their flight and onto the next flight which was Air France. My luggage was left in ******* by Delta due to the last minute quick change of flight. Please check the details of the switch. In ******* (under Delta) a Delta agent at the Delta desk put us on a flight where the gates were literally closing (all other passengers had boarded) and Delta did not ensure out luggage made it on the Air France flight. Due to this we were without our bags for 3 days and because the final leg which did not have our bag due to Deltas error we have to work with Air France who has   an admitted broken system and cant see the receipts which you can see that I have been sending correctly in the 116 pages of email documentation I have as evidence. At the very least, Delta could work with Air France to ensure that they can see the receipts based on their broken system and that your customer gets reimbursed.

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

• Initial Complaint

  Date:01/11/2023

  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.

  On October 3, 2022, my husband and I flew from ***** to ******* on Delta airlines. Our flight was supposed to depart at 10:25am, arriving in ******* at 12:20pm. Our flight was delayed over 3 hours and they did not compensate **. The staff at the ************* stated we needed to submit a refund request with customer service, which I did. I created a refund request on October 6,2022 and have since gotten the runaround. I was given a case number and have called customer service several times. Their response is refund requests are taking 3 to 4 months to be reviewed by someone on their team because they are backlog. This is unacceptable. I had a cancelled flight with United airlines not once, but twice and it took less than a week to process a refund. I would like my money back asap. Case number ********

  

  Business Response

  Date: 01/20/2023

  Hello Ceylon,
  
  We have received your complaint filed with the Better Business Bureau regarding your flight delay from *** to SEA on October 3rd. 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. I'm also sorry it has taken so long for us to respond to your complaint. You submitted a Refund claim and your ticket is flown. In the future please submit the complaint form to get to Customer Care.
  
  After review, I see your flight was delayed for 177 minutes, **** hours due to late inbound/mechanical, which is a controllable delay, however we do not refund flown flights. I'm sorry you were advised incorrectly. We also do not compensate until your delay is 3 hours or greater. However since you were minutes from the 3 hour delay, I will make an exception.
  
  As a goodwill gesture for the inconvenience, I'm transferring ****** bonus miles into each of your SkyMiles accounts. 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 Care

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18722724
  
  I am rejecting this response because: this information is incorrect. The original flight time from *** was 10:25am. Then it went to 12:30pm. Then it changed to 1:15pm. Then we didnt push back from the gate until after 2pm. Ive spoken to several customer care specialists that stated the same information I provided and advised that I needed to do a refund request. You are the only one that is stating otherwise. The agents in *** was the one that told use to do the refund request. I actually did a refund request and a complaint request. So please check your information again. I do not want your goodwill gesture. I want what I asked for please.

  
  Sincerely,
  
  Ceylon ******

  

  Business Response

  Date: 01/21/2023

  Hello ******,
  
  We have received your complaint filed with the Better Business Bureau regarding our prior correspondence. Regrettably, you did not accept our answer and per the previous email, we do not refund flown flights.
  
  Your original flight, DL81 on October 3 was scheduled to depart at 10:25 am. It didn't take off until 2:05 pm, arriving into ******* at 3:15 pm. The scheduled arrival time was 12:18 pm and it arrived at 3:15 pm. I'm sorry you are under the impression this delay less than three hours requires a refund. I'm sorry to disappoint you.
  
  As such, our latest position remains the same. I've included a copy of our responses to the BBB files.
  
  Thank you again for allowing me to respond to your concerns. Have a wonderful weekend.
  
  
  Regards,
  
  ****************************
  Customer Care

  Customer Answer

  Date: 01/21/2023

   
  Complaint: 18722724
  
  I am rejecting this response because:
  Im not requesting a full refund. I requesting a credit due to the severe delay. I believe the **************************** would agree since this was a delay over 3 hours.
  Sincerely,
  
  Ceylon ******

• Initial Complaint

  Date:01/11/2023

  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 purchased delta gift cards. Upon scratching the silver pin cover up off, it seems one, or more of the characters are missing. I have emailed multiple times over the last few months with no response to start. I finally get a response, and they are asking me for a receipt for them to do anything. Asking for a receipt makes no sense. It is a gift card that people buy to give as gifts. I often times give them as gifts, but I also keep them. I buy quite a few gift cards because I travel a lot, and have family that travels. I have the physical gift card, and was able to send them a picture of the back. All I want is them to recognize that this is an error on their part for using a product that would allow ink to be rubbed off upon attempting to reveal the pin. I just want them to replace the gift card, or refund the money that I paid. Saying they will do nothing with out a receipt when I have sent them an image of every other number on the card is not an acceptable response.

  

  Business Response

  Date: 01/20/2023

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding your gift card. I am honored to have the opportunity to respond to your concerns.
  
  I'm sorry you are having trouble with your gift card. We only have access to the Delta Choice gift cards that we issue for compensation. Any gift cards that are purchased on delta.com or in retail locations, we do not have access to. You will need to email *********************************************************** I hope you find this information helpful.
  
  Thank you for allowing me to respond to your concerns. Thanks for being a Gold Medallion and a loyal SkyMiles member since 2019.
  
  Regards,
  
  ****************************
  Customer Care

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18722746
  
  I am rejecting this response because:

  I have spent quite a significant amount of time calling, and emailing various contact points.  
  I have already emailed to the email address listed.  They are asking me to provide a receipt of the purchase of a gift card.  The gift card is the receipt.  
  Gift cards are purchased to be given as gifts.  If I still have the physical gift card, and I am able to send pictures of the back where it is obvious that part of the actual gift card pin came off when rubbing off the scratch off area, that should be enough.  
  I did what I have done with every gift card, scratched off the secure area when I needed to us it.   I need someone to handle this, and stop passing the blame. 
  I am a customer trying to access my gift card.  There is no way this should be this difficult when I have the physical gift card.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/01/2023

  Hello *******,
  
  We have received your response from the Better Business Bureau regarding our previous correspondence. Regrettably, you did not accept our answer and per our previous response, we do not handle gift cards purchased, only the gift cards we issue. You will need to escalate your claim through *********************************************************** I'm sorry to disappoint you. I've included a copy of our responses to the BBB files.
  
  Thank you again for allowing me to respond to your concerns.
  
  Regards,
  
  ****************************

• Initial Complaint

  Date:01/10/2023

  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.

  It happened at *****************. The time was Jan 10th. My wife and I bought the tickets together using a Delta companion certificate for our honeymoon. We both took the first half flight ***-SAN together. But for the return flight, my wife couldnt catch it due to some emergency. So I decided to take the flight myself. When I tried to board, the boarding agent told me I couldnt board since my wife didnt show up. I asked if I could talk to a manager about the situation and was told the supervisor, a lady in the red suit, said there was no way to bypass it, and I had to buy a new ticket myself. So I had to buy a new ticket, costing me $638.9. Im so disappointed, and this was ridiculous. 1. When I tried to book the ticket using my delta account and my certificate, I put my wife as the primary passenger. It was a simple and random decision. I could have made myself the primary passenger easily. Why the result could be so different?2. The situation was tricky. But couldnt the boarding agent be more flexible in this situation? I learned from the online forum that someone had met this situation before and was able to board successfully. 3. The agents at the gate were clearly very cold and rude. She told me I could only buy a new ticket and then just left me there without actively helping me out. It felt like she forced me to spend another $638.9 to get onto that flight. I felt so uncomfortable, both mentally and physically. 4. I really like Delta Airlines. I just finished my honeymoon trip from ****** now all my great moods were ruined because of this.5. The original ticket confirmation number is HXGVVK. The one ticket I spent $638.9 on had the confirmation number GQO2H8. I'd like to ask for a refund of the ticket GQO2H8 and some compensation if possible. Thank you!

  

  Business Response

  Date: 01/18/2023

   

  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 January 10, 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,

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18719893
  
  I am rejecting this response because: The evidence they provided is invalid. They stated, "Both passengers must be booked at the same time, in the same class of service, and in the same record." It didn't say that both passengers must fly at the same time. I can surely fly myself. We bought the service for two, and only one would use the service. Isn't that acceptable? Needless to say the bad experience I had at the boarding gate. These days. I couldn't sleep just because of this!
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 01/23/2023

   

  We have received a copy of your response from the Better Business Bureau regarding our prior correspondence. Regrettably, you did not accept our answer and I understand your disappointment with our policy as it relates to Companion Certificates.
  
  As stated in our previous email, When traveling on a companion certificate you must travel with the primary ticket holder. I will be sharing your feedback with our leadership team for internal review and consideration.  Im very sorry for any inconvenience this caused. We appreciate your business and look forward to serving you well on your next flight with us.

  Regards, 

  ******* M

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18719893
  
  I am rejecting this response because: I need the feedback for the internal review and consideration. Thank you!
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:01/10/2023

  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.

  Our family bought 6 round trip tickets from ******** **, to ****** ****** for our daughters graduation celebration. Tickets were bought on Expedia but was on Delta Airlines.The outbound flight was canceled, and we never made it to ******.I called Delta that night, after being on HOLD for 3 hours the agent assured me that I would get refund for the flight tickets.When I didn't receive the refund and called Delta again, they said since the flight was operated by Aero Mexico and they collected the money, so I need to call Aero Mexico to get my refund.I called Aero Mexico and they said since I bought the tickets through Expedia I need to call them.When I called Expedia they said since the flight was canceled it is not their responsibility and I need to call Delta.I short- I have been given the run around and no one wants to give me a refund.I am a Sky Miles member with Delta and since I bought the tickets thinking I was flying Delta, I feel they should refund my money and work with Aero Mexico on their end.I have tried everything I know and you are my last hope to get money back.Total Amount- $3068.22 Please do help.Thank you,Deepa

  

  Business Response

  Date: 01/18/2023

   

  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.
  
  I'm sorry we haven't been able to resolve your concerns to your satisfaction. After further research I was not able to locate your 13-digit ticket number. Please provide this information and we will gladly review your concern.  
  

  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: 01/24/2023

   
  Complaint: 18719337
  
  I am rejecting this response because:  the ticket number is from Aero Mexico as they collected the money.  The ticket numbers for all travelers are as follows:

  *******************- 1397718186813

  *******************-1397718186814

  *********************- 1397718186815

  *********************- 1397718186812

  *********************-1397718186816

  *********************-1397718186811

  I would really appreciate it if Delta Airlines would work with Aero Mexico to get my money back.  I had booked these tickes with the trust that Delta would be taking care of my family.  I have called AeroMexico and they have said it is no their problem.

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

  

  Business Response

  Date: 01/25/2023

   

  Thank you for contacting us regarding the refund of your tickets for you and your family. I realize this has been an ongoing issue and you have waited a very long time for the refund.
  
  The tickets you purchased on February 22, 2022 were purchased from Expedia. We are unable to refund any of these tickets. Expedia put your flights on Delta ticket stock, but since you did not fly, Delta Air Lines did not receive any of the funds. You will need to reach out to Expedia for the refund of your tickets. 
  
  I know this is not the resolution you desired from Delta Air Lines. I apologize that this information was not given to you when you first requested the refund.    

  Regards,

  ******* M

• Initial Complaint

  Date:01/10/2023

  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.

  Delta left us stranded for 5 additional days on our trip (2 different cancelations, one due to weather and one due to mechanical failure). We had 7 people in our party. They refuse to cover the weather cancelation at all. During the mechanical failure cancelation we ended up sleeping on the curb due to no hotels available that night and car rentals closed till morning and airport kicked everyone out. There were at least 50 customers on the curb. Had to find our accommodation, between all 5 extra days for food, lodging and transportation we ended up spending nearly $5,000. It is not cheap in ****** no matter how you look at it and all they compensate is $708 total for 7 people. That is less than $50 a day per person even if they are only compensating for the mechanical failure days. You cannot find lodging during a holiday season on the island for under $500 a night, meals are at least $15 a person no matter where you go. Car rentals were fairly priced but still had to have one since the buses were sporadic and taxis cost more. They need to compensate more than a measly $708

  

  Business Response

  Date: 01/18/2023

   

  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.
  
  I'm sorry we haven't been able to resolve your concerns to your satisfaction. I am truly sorry for the inconvenience caused when your flights were cancelled. After review, I see your concerns have been addressed through the Delta.com channels with case ********.
  
  In addition to the $175 vouchers you all received for the Delta cancellation, you were also offered an additional $200 each plus $706 dollars in reimbursement for your expenses. Respectfully, we are not able to offer any additional compensation. I've included a copy of our responses for the BBB files. As such, our latest position remains the same. I'm sorry to further disappoint you - I know this is not the response you were expecting.
  
  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: 01/18/2023

   
  Complaint: 18714926
  
  I am rejecting this response because: as we said in our complaint, your vouchers are pointless as we do not plan on flying with you again.  We were on a budget from the beginning, we worked our ***** off to take this trip just to get another $5,000 bill. Your compensation is insufficient as it would not have even paid for lodging for the amount of time you trapped ** in ******.  I would suggest that you re-evaluate your thoughts on this matter and do the right thing (vouchers are not it)
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/23/2023

   

  We have received a copy of your response from the Better Business Bureau regarding our prior correspondence. Regrettably, you did not accept our answer and I am sorry you are not satisfied with the compensation. Please be assured this is not an attempt to place a value on your negative experience; but rather, I hope that you will use the vouchers towards another trip and give us an opportunity to provide the service you would expect while traveling with Delta. 
  
  I'm sorry to further disappoint you - I know this is not the response you were expecting.  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: 01/23/2023

   
  Complaint: 18714926
  
  I am rejecting this response because: well this is probably waste of my time. But when your employees at the airport tell us the customer that they don't have hotels to accommodate and to try and find our own accommodation and keep the receipt and delta will pay it just shows that you are liars. We found one of the only accommodation on the Island that could accommodate our family size and you are refusing to do what YOUR employees said YOU would do. This is terrible customer service and a slap to the face of the customers you s******* over with vouchers.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/10/2023

  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.

  On 12/24/2022, I was on a flight from *************** to ***. My flight took off on time and we even arrived a little early into JFK. When we got to ***, there was no gate available for us and we were stuck on the airplane for over 2 hours without being able to use a restroom. They offered some snacks and refreshments, but by the time they got to my seat, they ran out. I was captive for those hours without the basic necessities.

  

  Business Response

  Date: 01/18/2023

   

  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.
  
  I'm sorry to hear you had to sit on the aircraft for 2 hours after the aircraft landed at *** . I would have been upset too. Rest assure this is not the experience we want to you have when flying with us. I will be sharing your feedback with our Flight Operations leadership team for internal review. After review, I see that you were offered ***** bonus miles as a goodwill gesture for the inconvenience.
  
  I'm sending both you and ******* a $50 Delta Choice gifts. You will receive the Delta Choice gift codes, from ******************************************************** in separate emails within three business days and can select the gift cards of your choice within 60 days of receipt. Included in the gift option are several merchants that you will be familiar with as well as our new Delta gift cards. Once redeemed, the gift cards have no expiration and may be used by anyone you wish. You will want to add this email address to your list of accepted addresses. Our Delta Choice gift code emails will include a customer ID and instructions on how to redeem each gift. Please check your spam folder if you don't see the emails in your inbox.
  I've included a copy of our responses for the BBB files.
  
  Thank you again for sharing your concerns. We value your support and hope to have the opportunity to better serve you. 
  

  Regards,

  ******* M