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:12/20/2022
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.
Regarding my wife's flight (ticket# ************* / Medallion# **********) final destination was *******. She was carrying supplies to give to people in ******* and her luggage never arrived. The trip was a total waste. Refund us the price we paid for the ticket and the miles. We have been calling for months so please Expedite the issue.
Business Response
Date: 01/04/2023
January 4, 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 wife's flight records indicate that Delta Air Lines was a carrier during her travel but did not operate her final flight to ******. As 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: 01/07/2023

Complaint: 18620054

I am rejecting this response because: This is a horrible response to a long standing customer and shows you did not read my case. REFUND MY TICKET. I don't care at all about the luggage and don't send me to another airline since I purchased the ticket on Delta.com. I am going to be 100% straight with you. If you do not refund my ticket I will get your Registered agent and file a court claim. I have done this against a major airline before (public record, look it up) and judges side on the plaintiff. The only other option is that YOU call the other airline and get my money back. I promise you, if we go to court and I lose, it will still cost you much more than what I am asking for.

Sincerely,

*********************
Business Response
Date: 01/11/2023
January 11, 2023 RE: Case ******** Dear *********************, Weve received your reply sent to the Better Business Bureau.While we apologize for the delay in your wife receiving her bag and the inconvenience this has caused, we are unable to provide compensation in the form of a ticket refund as you requested. 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: 01/11/2023

Complaint: 18620054

I am rejecting this response because: This is not about late luggage. It is about the trip being a total wase of time and money because you did not deliver the supplies we were going to provide to ********** and obviously we could not buy them in *******. Things like boots are need desperately. See Delta in court ************** because just like the last time I sued an airline, the judge will remember her/his problems with airlines and side with me. This will cost Delta more money (including insurance) in the end. And it will begin a presentient where luggage will be part of the delivery. I might even find another person and do a class action suit. Shameful.
Business Name:
DELTA AIR LINES, INC.
UBI Number:
600 363 080
Business Type:
FOREIGN PROFIT CORPORATION
Business ************************************* Street Address:
1030 DELTA BLVD, **** 982, *******, **, 30354-1989, *************
Principal Office Mailing Address:
PO BOX *****, *******, **, 30320-2574, *************
Expiration Date:
04/30/2023
Jurisdiction:
*************, ********
Formation/ Registration Date:
04/01/1980
Period of Duration:
PERPETUAL
Inactive Date:

Nature of Business:
SCHEDULED AIR CARRIER
Sincerely,

*********************
Initial Complaint
Date:12/20/2022
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 booked a flight, ****, with Delta to depart ******************** Airport on 12/16/2022 at 6:00am and arrive in ******* at 8:03. There was no announcement as to why we did not depart until around 6:28 am. Delta booked my connecting flight, ****, at ********* *********************************** airport that was scheduled to depart at 8:55 am at a different gait that required a train to get there. The flight arrived at approximately 8:28 but we were not permitted to start to depart the plane for more than ten minutes, no explanation provided. There were several passengers going to several destinations that had connecting flights. The stewardess stated she was aware that there were passengers that had flights departing *** at 8:55 and the crews of the connecting flights knew we had just landed but nothing was done to facilitate us getting to our connecting flight. Of course, the flight departed without me. I was then placed on a standby flight that I was able to board that departed at approximately 2:03. I did not arrive until 2:36 (CST) in ***********. Needless to say, I missed the event I planned my trip for. My family member could not pick me up from the airport because they were attending the event I was missing. I incurred an additional expense of catching a Lyft, $20.82. What is curious is that I received a request from Delta asking if I would I give up my seat on my connecting flight in *** the previous day. I did not respond so it appears they made it impossible for me to board it. I filed a complaint with Delta, case #********. Delta's response is to provide me a $50 ecredit and to share my complaint with its Baggage Customer Service team. I made no complaint about my carry-on luggage. The offer ********************* made from the customer "care" line is unacceptable. I am requesting a full refund of my flight, $445.20 and cost of my Lyft, $20.82.
Business Response
Date: 12/26/2022
Hello ******,

We have received your complaint filed with the Better Business Bureau regarding your flight delay on December 16th from *** to ***. I am honored to have the opportunity to respond to your concerns.

Our goal is to get you to where you need to be safely and on time. I'm sorry we failed to provide the on-time service you expected and deserved. It appears your flight was delayed out of *** for 28 minutes regarding Fuel paperwork. All of our gate agents know the status of your connecting flight; however, they aren't allowed to hold the flight without the Air Traffic Controllers permission. The flight needing volunteers has nothing to do with the delay. By the time you deplaned, the door of your connecting flight was closing. I understand it's extremely frustrating when you miss your flight just by minutes. That's never the experience we want you to have.

After review, your connection was very short for *******. Delta didn't book you on this flight, you used a third-party travel agency. A small airport these connections are okay. I wouldn't recommend connections like this for larger airports when you have an important engagement. I hope you find this information helpful for future.

I am unable to refund your flown ticket. I do understand you aren't happy with the $50.00 transportation credit voucher you received for your flight delay. This amount of compensation is in line with a five-hour delay. However, understanding missing an important event is detrimental. Therefore, I'm sending you a $50.00 Delta Choice gift card. You will receive a separate email from Delta Choices with a link to choose the gift of your choice.

Thank you for allowing me to respond to your concerns. I hope you are enjoying the Holidays!

Regards,

****************************
Customer Answer
Date: 12/26/2022

Complaint: 18619101

I am rejecting this response because: A $50 gift card for Delta gifts is not acceptable. The entire purpose of my trip was to attend an event that took place the afternoon of 12/16. I am now being told my 5-hour delay in ******* was due to fuel paperwork that was not completed. One would think a major airline would understand that maybe this paperwork should be done in advance so passengers can get the service they pay for. I am requesting a refund for my ticket and Lyft fee.

Sincerely,

*****************************
Business Response
Date: 12/28/2022
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, the *********************************************************************************************************************************************** *******. The $100.00 compensation you received is our way of saying we are truly sorry for you missing an important event.

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

****************************
Customer Answer
Date: 12/28/2022

Complaint: 18619101

I am rejecting this response because: I made my trip to attend an event that I missed because of the delay of my flight. *************** states I missed my flight because of the short time allotted for me to make the connection by the third party I made my reservation with. If the flight had been on time, I would have had 50 minutes which would had been ample time for me to make the connection. In the previous response **************** recommended that I not use a third party to book my future flights "when I have an important engagement". Delta was offering the same flights as the third party and if you look at Delta's site today, they offer flights from *** to BTR with layovers in ******* with as short as 49-minute layovers. How about if Delta prepares their paperwork ahead of time so passengers are not delayed. If I pay for a flight and Delta accepts the money for the flight, I expect Delta to provide that service. It should not matter whether I make it through a third party or not and it does not matter whether it is considered an "important engagement" or not. Delta should look at every passenger's destination as important engagements. Delta has no idea why each of those passengers is traveling and to be so *** in allowing paperwork for fuel to cause people to miss their connections is utterly incomprehensible. I am requesting a full refund of my airline ticket and Lyft fare.

Sincerely,

*****************************
Initial Complaint
Date:12/20/2022
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.
Hello my name is ***************************** and on 12/04 I paid for two flight tickets to ******* in the amount of $348.40 however since then Ive had to cancel those flights due to medical issues and requested a full refund for this unforeseen issue but I have yet to hear anything back so I am filing this complaint because the rep was not helpful and I was still not providing any solutions or concern at all and this is my first time even booking with Delta so this has been even more stressful to add to what Im already going through and all Im asking is for a full refund back to my original form of payment. My ticket is ************* Thank you
Business Response
Date: 12/22/2022
Hello ********,

We have received your complaint filed with the Better Business Bureau regarding your refund request for your ticket to ******* on December 30th. I am honored to have the opportunity to respond to your concerns.

After review, I see you have been advised of the $99 change fee on our Basic Economy tickets. However, if you provide a letter from the doctor stating your are unable to travel, we will waive the $99.00 change fee. If your doctor ****** you will not be able to travel within 2023, we will refund your ticket in full. Once I receive your doctor's ******* I will be happy to submit your ticket to Refunds.

Thank you for allowing me to respond to your concerns. I hope you are having a wonderful holiday season!

Regards,

****************************
Customer Answer
Date: 12/22/2022

Complaint: 18618258

I am rejecting this response because I shouldnt have to go through this entire hassle and I dont know what doctors would write a letter saying someone cant travel for and entire year however as I stated I recently went into preterm labor and had a premie baby which I wasnt sure what the outcome would be however I was recently notified my baby would be able to come home Friday and therefore Im unable to travel and with covid and tings Im not sure how long did the health of my baby so I am only asking as a one time courtesy to be fully refunded for my two tickets purchased

Sincerely,

*****************************
Business Response
Date: 12/23/2022
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, a doctor's ****** is required for a refund. Respectfully, you never mentioned your preterm labor. Congratulations on your new baby. I have documented your ticket to waive the $99.00 change fee when you are ready to use your eCredit. Your expiration date is December 31, 2023.

Thank you for allowing me to respond to your concerns. I hope you have a wonderful day!

Regards,

****************************
Customer Answer
Date: 12/23/2022

Complaint: 18618258

I am rejecting this response because I do not fly often enough to have this ecredit and I would at least like a refund for the amount of the ecredit until I am able to see if I can get a letter from the doctor saying I am unable to fly at this time and respectful I said a medical concern because as you may know I didnt want to have to go into details of everything I just went through with almost dying and just wanted to travel to visit family after surviving such a scare and not realizing I wouldnt be able to this soon so I didnt go into detail but please provide me the info as to where I send this letter. You can email me with that info also at ***************************** or call ************ and I hope *** still blesses you with the stress you are causing me because as I stated this was my first time I wasnt aware of all this until I called to cancel my flight as was told this. Thank you
Sincerely,

*****************************
Business Response
Date: 01/06/2023
Hello ********,

We have received your response from the Better Business Bureau regarding our prior correspondences. I'm sorry for everything you've gone through. Your ticket was refunded back to the original form of payment on December 26th. The refund transaction number is TRR75172245. I hope you find this information helpful. Have a wonderful weekend.

Regards,

****************************
Initial Complaint
Date:12/20/2022
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.
Complaint number/Case Number: ******** I am owed compensation from Delta and they have ignored my calls and have not responded to my case #. - My flight was delayed over 5 hours, and I missed my connection. - This was a one way ticket from ***** to ***.- ** regulations say that passengers impacted by certain delays and cancellations are entitled to up to 600 euros. - The time of delay inside the plane was over 5 hours,- My ticket was originating from an ** country I am entitled to 600 euro in refunds for ticket. I meet all the requirements I would like the following to be refunded:- The upgrade I paid for and plane ticket fully refunded about $400. Delta has a record of this.- The meals I spent meals - 60 Euros - The lounge access - 60 Euro - The transportation to and from the airport about 100 euro
Business Response
Date: 12/22/2022
Hello *****,

We have received your complaint filed with the Better Business Bureau regarding your ticket from *** to *** on August 22nd. I am honored to have the opportunity to respond to your concerns.

After review, case#******** is till in the queue to be worked. I'm sorry for the inconvenience. After review of your ticket *************, it appears the miles were redeposited on July 1st. In order to receive ** compensation, you must be checked in for the flight. Please verify the ticket number and also if you did fly, please forward your out of pocket expenses. I look forward to your response.

Thank you for allowing me to respond to your concerns. Happy Holidays!

Regards,

****************************
Customer Answer
Date: 12/22/2022

Complaint: 18617983

I am rejecting this response because:

The flight i am referring to is
TICKET # 0062160374844
CERTIFICATE NUMBER: 0060871291306
This flight (DELTA 85) was delayed over 5 hours and 10 minutes with me being on the plane and they stated there was mechanical issues. This made me miss my connection flight which made them put me on a flight the next day. I was given a voucher for a hotel for food but by the time I arrived to the hotel the restaurant was closed.
I was charged for this flight 35,000 Miles and $219.97 USD for the original flight which I then upgraded my seat to Delta comfort for an additional $375. So my flight alone is $594.97+ 35k Miles, this is without food I had to buy and without Taxis. I have also contacted multiple companies that work with this type of airline issues and so I know for a fact my flight qualifies as it originated from an ** Country and the delay was above the required amount.

Sincerely,

***** El-Rayess
Business Response
Date: 12/23/2022
Hello *****,

We have received your response from the Better Business Bureau regarding our prior correspondence. Thank you for providing more information. With that I was able to verify your Air France ticket.

Thank you for sharing your experience. I tried to reach you by phone today but was unsuccessful. Please accept our sincerest apologies for the inconvenience caused during your travel with us.

Your travel falls under the guidelines of ************** Regulation (EC) 261/2004 defining an airline's requirements when flight changes occur. Delta Flight 85 on August 22 from *** to *** was delayed due to mechanical issues.

After reviewing this claim, compensation is due in accordance with the ** recommendations. We will be processing your payment of $596.30 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:

24381 **********
*************************, ** 92677
**

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

Thanks again for taking the time to write. We look forward to serving you again and providing a better experience.

Regards,

****************************
Customer Answer
Date: 12/23/2022

Complaint: 18617983

I am rejecting this response because:
1/ I would also like my miles back on my account. The 35k Miles is a must the flight I was put on was a major inconvenience.

Sincerely,

***** El-Rayess
Initial Complaint
Date:12/20/2022
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 from ***** to *********, take off from ***** #***, Sept 17, 2022, 10:40 PM - Sept 18, 2022,1:10 AM had changed to take off from ***** at 4:55 PM. As a result, I had to rebook new flight due to on the same day I arrived in ***** from ****** ******* on 17 Sep 22 at 17:30. As a result, I have to stay one extra night in ***** and paid EUR 72 in hotel, and around EUR 62 in transportation. I bought my ticket directly from Delta.Delta Comment/Complaint Case# is: ********
Business Response
Date: 12/28/2022
Hello ****,

We have received your complaint filed with the Better Business Bureau regarding your flight disruption on DL2554, operated by Transavia Airlines on September 17th. I am honored to have the opportunity to respond to your concerns.

I'm sorry you had a flight change from PMI to AMS causing you to spend an extra night in PMI. Unfortunealy, we are not responsible for a delay on another airline. You can book your ticket through any airline, or booking site, but you have to contact the airline responsible for the delay for reimbursement. We appreciate your understanding.

Thank you for allowing me to respond to your concerns.

Regards,

****************************
Customer Answer
Date: 12/30/2022

Complaint: 18616068

I am rejecting this response because: I bought the ticket directly from Delta Air Lines and I paid directly to Delta Airlines. I did not buy the ticket from Transavia Airlines, and I did not pay or did business with Transavia Airlines. Delta Airlines made arrangements with Transavia Airlines, not me. Delta Airlines is responsible for Transavia Airlines, and I would like a refund from Delta Airlines.

Sincerely,

**********************;
Business Response
Date: 01/02/2023
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, you booked all other airline flights on delta.com. Again, you can use any platform to book your flights, Expedia, Priceline, or any other agency or platform but you would not contact them for compensation, you would contact the airline. 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. Thank you again for allowing me to respond to your concerns. I wish you a happy and healthy 2023!

Regards,

****************************
Initial Complaint
Date:12/20/2022
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 usually have such a great experience with Delta, but during this last flight they really dropped the ball. I scheduled a ************** see my mother and they gave us a list of flight time options with all different prices. We wanted to have as much time as possible with each other so we paid almost an extra 200 dollars to have the flight times we wanted. A few weeks later we received an email saying they changed out flight times to the most inconvenient as possible times that were also the cheapest option on the list. We thought they would naturally send us a refund for the different but never did. We sent them an email that they never responded to and I spoke with a representative during the flight and was assured that I would be compensated when I contacted corporate after landing. I contacted corporate and was told that because the flight had already happened there would be no compensation or refund. I told them that their representatives had promised me that I would be refund and he essentially said he didn't care and that it was too bad. ********************* and Delta should really rethink their business strategy. I will be telling everyone and their mother about this interaction and to not trust Delta with anything including their lives.
Business Response
Date: 12/22/2022
********************,

We have received your complaint filed with the Better Business Bureau regarding your schedule changes for your flights to *** and returning. I am honored to have the opportunity to respond to your concerns.

Our goal is to operate our flights as scheduled, however due to operational needs, we do reserve the right to change our schedules as needed. Please review our Contract of Carriage on delta.com regarding schedule changes. I'm sorry you were advised we would give you a refund of the difference in fare. We refund the difference in fare when there is a downgrade in your cabin only. The reason there is no refund for the same cabin; all flights are the same price; however, the reason one flight is higher, the lower fares are sold out. As a flight fills up, the higher the prices go. We appreciate your understanding.

Although we do not offer compensation for schedule changes, since you had major changes on both your outbound and return, I will make an exception in your case. I'm sending you a $150.00 electronic transportation credit voucher. You will receive the voucher via email within 24 hours.

Thank you for allowing me to respond to your concerns. I hope you have a wonderful holiday season.

Regards,

****************************
Customer Answer
Date: 12/22/2022

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. Thank you for taking the time to make it right. I have always valued your airline above all others and was disheartened when I received conflicting information from the representatives.

Thank you again for your time and consideration.

Sincerely,

***********************
Initial Complaint
Date:12/20/2022
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.
Dec 20, 2022, I STILL dont have my $1437.41 refund for a seat I did not get but was charged for. I have called multiple times and keep being told delays in processing but I received a refund for another part of that same trip December 5, 2022. Im on a 50 minute hold as we speak for medallion members, terrible service! Oct 15, 2022Get to gate B34 and told I DONT have a Delta One seat although I have a $1437.41 charge from Delta on my Amex! Now Im told there were NO SEATS AVAILABLE when I was charged! Now its phone calls to who knows whofinal boarding and Im the ONLY passenger still at the gate WAITING FOR seat confirmation from them on the phoneOMG! AFTER ALL THIS TIME AND CHARGE OF AMEX, IM STILL IN 17G!!! NO ONE could tell me, going and coming, why I wasnt on the upgrade list for ***** and thankfully I called before return date bc I was not chkd back in or had confirmation.
Business Response
Date: 12/22/2022
Hello *****,

We have received your complaint filed with the Better Business Bureau regarding your refund for your upgrade from *** to ACC on October 15th. I am honored to have the opportunity to respond to your concerns.

After review, I see on December 20th a refund was processed back to your Amex ending in **** in the amount of $1437.41. It may take up to seven days to appear on your card, however you can check the refund on delta.com/checkrefundstatus. I'm sorry for the inconvenience we caused.

As a goodwill gesture, I'm transferring ****** bonus miles into your SkyMiles account. The miles will be posted in 24 hours.

*****, thank you for being a Platinum Medallion and a loyal SkyMiles member since 2021. Thank for allowing me to respond to your concerns. Happy Holidays!

Regards,

****************************
Customer Answer
Date: 12/22/2022

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:12/20/2022
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 used my Skymile Award points to book my 30th anniversary trip to ******, ******. I booked it on 12-31-21 for premium seating using ******* points on 2 tickets. The trip confirmation #GHTN33 for November 8th. My husband and I were excited about our trip for November 2022. We had received several notices regarding flight schedule changes and we still had our premium seating until October. The day before the flight we couldn't even checked in and had to call Delta to find out what was wrong. I was on the phone for over an hour not know if I could even get on the flight due to the screwup. The stress of losing money on my hotels and events. Due to the flight being oversold, the aircraft had been changed. Our seating was changed to main cabin. I have filed a complaint with Delta to put points back into my Skymiles account. I requested ****** points be put back in my account for taking my seats away and the inconvenience. I received 30K and have been told that I would receive a check for $150. I want the points put back in the account and requested for the award travel be pulled up on 12-31-21 for the main cabin. I have been given the run around instead of doing the right thing. The points on 12/31/21 were low on the inventory. I have attached some of the documentation.
Business Response
Date: 12/22/2022
Hello *****,

We have received your complaint filed with the Better Business Bureau regarding your and ******* anniversary trip to ****** ****** on November 8th. I am honored to have the opportunity to respond to your concerns.

After review, I see your case has been handled through delta.com, case# ********, with a redeposit of ****** miles into your account and $75.00 ACH payment each. I'm so sorry for the inconvenience this caused you on your special trip. I will be happy to transfer an additional ****** miles into your account. The miles will be posted within 24 hours.

*****, thank for being a loyal SkyMiles member since 2011. Thank you for allowing me to respond to your concerns. I hope you and ***** are having a wonderful Holiday season!

Regards,

****************************
Customer Answer
Date: 12/23/2022

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:12/19/2022
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 lost my painting enclosed in a tube that I intended to bring from ***** to **. I was told by the Delta rep at *** Airport in ******* they had the painting and it needed to go through clearance and my luggage was still in terminal 1. Only my luggage made it on the plane and not the painting. Its been 4 days since Ive landed in NY and was told to file a claim with their luggage department. Since then I have received no update on the wherabouts of my painting valued at $1,600. Ive called Delta several times and each time they have told me they dont have any information on my paintings whereabouts and no updates to their tracker.
Business Response
Date: 01/04/2023
January 4, 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.Locating and returning your checked item is our utmost priority within the tracing and claim departments. Tracing agents searched for your baggage via electronic tracing applications in addition to physical searches of numerous baggage service locations. This process begun on December 16, 2022; the day you reported your luggage missing. Unfortunately, we have been unable to locate your bag so far.Please complete the attached Property Loss claim form and return it to us along with the receipts for the items that you list on the claim form. You may reply back to this e-mail with the completed information attached.We appreciate your continued patience and added cooperation. We look forward to hearing from you at your earliest convenience. Sincerely,********************* Claims Manager Customer Care - Baggage Delta Air Lines
Initial Complaint
Date:12/19/2022
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 have been trying to get ahold of Delta Airlines since April after a horrific experience flying with them. I filed a complaint through their website about that experience and filed a baggage claim since they broke my luggage. I could not find a ticket number, but provided them with, Record Locater Number, F8FFW5.In summary, I attempted to check in to my flight through Delta, *******-Paris-***, on 4/3/2022 DL ****, but instead got re-routed to their partner airline AirFrance website. Although I input all my confirmation and flight numbers (from Deltas email confirmation) their website kept telling me my information was not accurate to check in. Therefore, I went to the airport early to avoid any issues printing my boarding pass. Once I arrived at the ******* airport they made all passengers for several airlines wait in 1 line instead of allowing us to proceed straight to our respective airlines despite what time our flight was taking off. I proceeded to wait in line for over an hour until I started to pannick since my flight was to depart in 30 mins. I had to proceed straight to the front of the line and bypass security to just have a simple conversation with the AirFrance attendants about escalating the printing of my boarding pass. They were rude and took a while to assist me. Finally, I was able to get my boarding pass printed and made it to the gate right before it was closed. But only to have that flight delayed and completely missed my connecting flight. Why would Delta+AirFrance partnership give a less than 2 hour timeframe to have a connecting flight when a passenger would have to take a tram to get to the other side of the airport and go through customs just to make their connection. They later rebooked me for a later flight, but once i arrived at my destination my luggage was missing. I did not get my luggage for 48 hours. I was not able to work for 2 days because my work laptop was in that luggage. Once I finally received it the baggage was damaged.
Business Response
Date: 01/04/2023
January 4, 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 communication as well as your itinerary shows that Air France was the carrier that transported you from ******* to *********** via *****. As the sole carrier, Air France is the responsible party to handle your claim and Delta will not intervene in this instance. We recommend that you contact Air France regarding the resolution of your 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: 01/04/2023

Complaint: 18612518

I am rejecting this response because:

Delta is not being held accountable for the business relationship that caused this. I booked my flight because Delta was powering that Airfrance flight. As an American I recognize Delta as being a reliable and trusting company hence why I selected them when I saw they were partnered. And now I just feel like they are playing the blame game instead of trying to make it right.
Sincerely,

*************************
Business Response
Date: 01/05/2023
January 5, 2023 RE: Case ******** Dear *************************, Weve received your reply sent to the Better Business Bureau. Air France is a totally separate airline from Delta. Even though you can buy seats on Air France from the Delta website this does not make the two carriers the same company.Since your flights were on Air France and the ticket was purchased from Air France, Delta will not intervene in this instance.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

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