Complaints

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

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  Delta Air Lines

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

  
• 

  Delta Air Lines

  1030 Delta Blvd Dept 980 Atlanta, GA 30354-1989

  
• 

  Delta Air Lines

  1600 Aviation Blvd Atlanta, GA 30354-3746

  
• 

  Delta Air Lines

  4200 S Cargo Dr Se Atlanta, GA 30320

  
• 

  Delta Air Lines

  PO Box 20598 Atlanta, GA 30320-2598

  

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

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a trip booked to leave on 4/5/25. DL3842. This flight was delayed and eventually rebooked to DL1726 on 4/6- also delayed to the point of missing my connecting flight so I was rebooked on 3803 which was delayed as well. I barely made my connecting flight in ***********. Our landing into ******* was then delayed due to runway rerouting and crowding. I made it to my gate at 5:13 and the doors were shut. (5:25 dep)I had to be in ****** by 8:00am to travel to a funeral. Because I would have arrived to late to get to my destination on time I needed to rebook to my origin of departure. I was directed to a line which I stood in for over 90 minutes. The app had been giving me issues all day with not updating and then closing unexpectedly. After waiting the service representative told me to call a number which I did. Unfortunately this individual spoke English as a second language and I could not understand him. When asked to speak to a supervisor, my request was not honored or understood. I spoke with the agent in the delta lounge who finally rebooked me. Because my trips purpose was to attend the funeral, it was brief (originally less than 48 hours, with delays down to 30 hours). I booked on delta one to try and get some. There were no options out of ******* to get me home on the 5th or even early the 6th. So I was stuck at the airport. When I asked for a hotel voucher I was denied because the Later landing in ******* was due to weather. I Tried to explain my issue - the original departing flight was mechanical. Had delta addressed the mechanical issue in a timely manner I could have made it as I had a 6 hour layover in MSP. Still I was denied lodging when asked to speak with a supervisor I finally got a hotel room but no food vouchers. I wont get home till after 2pm on the 7th. I have had to spend more money, delta has been extremely dismissive, rude and uncommunicative. Deltas touts great customer service but its fraud. Ive never had an issue with Delta befor

  

  Business Response

  Date: 04/07/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 3942, operated by Delta Connection Carrier SkyWest Airlines, from ******** to *********** on April 5.  On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was to experience a lengthy delay along with poor customer service.  I regret that this was your experience.
  
  Flying with Delta should be enjoyable, and the inconvenience caused does not support our goal of providing a high level of service and value to our customers.  Ive have forwarded your comments to our Flight Operations leadership team so they can use your experience to improve our service. This will help ensure that Delta continues to remain one of the best airlines in the world.
  
  When our service does not meet our customer's expectations, we feel it is important to acknowledge this and appeal for a degree of understanding. In addition to the ****** bonus miles youre already received, as a tangible form of an apology, Im adding ****** bonus miles to your SkyMiles account. These ********************** will post to your account in three business days. 
  
  Eligible Travel Expense Reimbursement
  If you incurred any hotel,meal, or transportation expenses related to this flight disruption, please see below for reimbursement consideration:
  For residents of ***************** or ******, please submit an Expense Reimbursement Form. Otherwise, please reply to this email and attach your receipts.
  Expenses may be reimbursable under Section 12 of the Delta Customer Commitment. Please note that we do not reimburse prepaid expenses,including but not limited to hotel reservations at your destination, vacation experiences, lost wages, concerts, or other tickets.
  
  
  *****, thank you for making Delta Air Lines your airline of choice since 2018!  We appreciate your loyalty as one of our Gold Medallion members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seeking reimbursement for tickets. Delta delayed and canceled the flight due shortage of staffs. The pilot was timed out. Flight was scheduled to leave the ******* at 7:50pm, it got delayed and then canceled at *****am 4/1/2025. Airline did not provide any help with rebooking the flight or any hotel accommodation. The gate agent left the boarding area and get and told us to check the delta app or use the black phone to call for assistance. But, it was useless, the next flight wasn't available until 7pm on 4/1/25 or next day. We ended up booking the flight with Southwest airlines for 6am on 4/1/25. Now, I'm requesting the full refund of the tickets that we purchased with delta airline or reimbursement of the cost that we incurred from Southwest airlines.

  

  Business Response

  Date: 04/06/2025

  Hello Rakesh,

  RE: Complaint #********

  We have received your complaint filed with the Better Business Bureau regarding the non-controllable cancellation of Delta Marketed and Operated Flight 2729 from *******, ** to ***********************, ******** on March 31, ********************************************* ************************** case ********. I'm happy to review your concerns. 
  
  After reading your email and reviewing your reservation, I can understand why you wanted to contact us as soon as possible. I'm very sorry to hear you didn't receive any rebooking options, hotel accommodations, service at the gate and had to get a flight with another air line. You deserved a better experience than that. I appreciate the opportunity to make this right with you.
  
  Rest assured, I have filed a series of formal complaints with our Flight Operations, Airport Customer Service and Reservations Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. 
  
  Though we're unable to reimburse for added costs as the flight was cancelled due to non-controllable reasons, we can certainly refund the unflown portion of your tickets. Our refunds team will email you directly once this is processed with the amounts, which will be within 7 days. We appreciate your patience and understanding regarding this matter.
  
  Rakesh, we know when you travel, you have a choice. Thank you for choosing Delta and we look forward to serving you well at the next available opportunity.

  Regards,

  **** ***

  Customer Care

  Delta Air Lines

  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy. [ref:!00D1a0Y3af.!500RO0QjrZ5:ref] 

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23168141
  
  I am rejecting this response because: the flight was canceled because of shortage of staffs at Delta airline. Therefore, it Delta responsibility for have a full staffs at all time. The flight landed at ******* at 11pm but then pilot timed out and it was then canceled. Delta canceled the because of pilot timed out and short staffs. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/06/2025

  
  Hello Rakesh,
  
  RE: Complaint #********
  
  We have received your response to our response to your complaint filed with the Better Business Bureau regarding the non-controllable cancellation of Delta Marketed and Operated Flight 2729 from *******, ** to ***********************, ******** on March 31, ********************************************* ************************** case ********. I'm happy to review your concerns. 
  
  As the flight was canceled due to reasons related to weather and our crew timing out due to the weather, we would consider this a non controllable cancellation and would uphold our decision in the previous email sent and would not reimburse for the expenses incurred. I'm sorry to disappoint you as I'm sure this is not the answer you were hoping to hear, however we do need to adhere to policy and procedure in this situation. We appreciate your patience and understanding regarding this matter. 
  
  Rakesh, we know when you travel, you have a choice. Thank you for choosing Delta and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0Qk37E:ref]

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23168141
  
  I am rejecting this response because:  again, flight was canceled because of shortage of crews.  The weather did not have any impacted on the cancellation.  Also, we did not receive any assistance from Delta with rescheduling. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 29, 2025, my elderly mother, ****** ********, who has limited mobility, does not speak English, and requires a wheelchair, flew on Delta Flight DL 1278 (Ticket #*************, Confirmation #GKQTCY) from ************ (SNA) to ******* (ATL). The flight was diverted to ******* due to a mechanical issue and departed several hours later, arriving in ******* around 4:00 AM on March 309 hours delayed.Despite her clear disability status, Delta failed to provide any assistance upon arrival. No wheelchair was available, and with the airport train not operational at that hour, she was forced to walk from Gate A to baggage claim carrying her luggage. She fell on the escalator and was injured, receiving no support from Delta staff. Only other passengers helped her.This experience caused physical injury and emotional trauma. It also appears to be a violation of the Air Carrier Access Act (ACAA) and *** regulations, which mandate adequate assistance for passengers with disabilities.I submitted a detailed email to Delta, including to their SVP of Customer Experience, Mr. ****** *******. Despite following up, Delta has not responded at all.Desired Outcome:* A formal apology to my mother * A written explanation of corrective actions * Compensation for the trauma and injury caused by Deltas failure to comply with federal disability guidelines Deltas lack of care and communication is unacceptable, and I hope BBB intervention will prompt a resolution.

  

  Business Response

  Date: 04/08/2025

  Hello Angat,
  
  
  
  RE: Complaint #********
  
  
  
  We have received your complaint filed with the Better Business Bureau regarding ************************** case ********. I'm happy to address your concerns. 
  
  
  
  After carefully reading your email and reviewing your mother's reservation, I can understand why you wanted to reach out as soon as possible. For proper handling, our regulatory team is reviewing your case in the queue which is processed in a first come first served basis. They will email you directly upon review of your case with a resolution. We appreciate your patience and understanding regarding this matter. 
  
  
  
  Angat, we know when you travel, you have a choice. Thank you for choosing Delta as a Platinum Medallion and we look forward to serving you well at the next available opportunity. 
  
  
  
  Regards,
  
  
  
  **** ***
  
  Customer Care
  
  Delta Air Lines
  
  
  
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  
  
  [ref:!00D1a0Y3af.!500RO0Qjvj9:ref]
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23168117
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/09/2025

  Hello Angat,
  
  We have received your complaint filed with the Better Business Bureau regarding ************************** case ********. I'm happy to address your concerns. 
  
  I would love to address your concern, however I did not receive a response that had anything other than a blank space. In order for us to handle your complaint properly, we must conduct a thorough investigation and have our regulatory team contact you directly upon review of your case. I legally cannot address this case with you because that team has special training and must follow federal guidelines on addressing your complaint. Once again, I must tell you they will email you directly upon review of your case with a resolution. We appreciate your patience and understanding regarding this matter. 
  
  Angat, we know when you travel, you have a choice. Thank you for choosing Delta as a Platinum Medallion and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0Qs7NJ:ref]

• Initial Complaint

  Date:04/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a roundtrip ticket to travel from ************************ (DCA) to ********* (DLH). This trip had a stop in *********** (MSP). On Friday 3/28, my flight to MSP was diverted to ********* ** and flight from *** to *** was cancelled. I was automatically re-booked from MSP to DLH on the next day, March 29th at 2:48PM. I had to be in DLH at 7am on the 29th. So, I rented a one-way car from ********* and drove to DLH. in the late night 3/28, I called Delta and informed them of this matter and asked them to cancel my flight from MSP to DLH as I decided to drive there. At the same time, I asked to be refunded this unused portion of my flight along with my additional car rental expenses. I was told that I should apply via the website upon completion of my trip and it would be taken care of. I did exactly as I was told and applied online for the unused portion of my trip. I received the attached denial email stating "We're not able to process a refund as the ticket was exchanged." I did NOT exchange the ticket. I merely asked for a portion of the flight to be removed as Delta cancelled my flight (supposedly due to bad weather) and postponed the flight for over 15 hours.I'm respectfully asking for a refund of the unused portion of my ticket as well as reimbursement for additional car rental charges as I had to change my car rental from a local rental to a one way rental ($245.21 extra ). I have included my original rental car reservation and the subsequent reservation along with proof of airline cancellation.

  

  Business Response

  Date: 04/06/2025

  Hello Babak,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding your refund request and reimbursement request related to the non controllable cancellation of Delta Marketed and SkyWest Operated Flight 3947 from ***********, ** to ******, ** on March 28, 2025. I'm happy to review your concerns. 
  
  After reviewing your reservation and case, I can understand why you wanted to contact us as soon as possible. I apologize for the error of our refunds team as I see you did not travel on the cancelled flight and are entitled to a refund. 
  
  As far as the additional rental car charges are concerned, these added costs are ineligible for reimbursement as the flight was cancelled due to uncontrollable reasons. I'm sure this is not the answer you were hoping to hear, however I do want to let you know what we are and are not able to do in this case. 
  
  Rest assured, I have filed a series of formal complaints on your behalf with our Reservations and Flight Operations Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. 
  
  As a goodwill gesture for the inconvenience, I have issued ***** Bonus SkyMiles into your account. These ********************** will become available for use within 72 hours. I have authorized a refund of the unflown portion of your ticket. This refund will be processed within 7 days. Our refunds team will email you directly with the amount once this is processed. We appreciate your patience and understanding regarding this matter. 
  
  Babak, we know when you travel, you have a choice. Thank you for choosing Delta as a Platinum Medallion and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0QjhEl:ref]

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23167628
  
  I am rejecting this response because:

  I totally understand the weather was bad and the flight could not take off from MSP at the scheduled time.  My concern is why the flight from MSP to DLH could not be scheduled for ************************************************************ the morning the next day (i.e. at 5am in the morning as opposed to 3pm in the afternoon)?  I would have totally understood if Delta arranged a flight from MSP to DLH as soon as the weather allowed but that did not happen.  To get to my destination on time, I was forced to rent a one-way car and drive 6 hours.  My hopes are that Delta would re-consider this and reimburse me for the extra rental car costs that I incurred.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/07/2025

  Hello Babak,
  
  RE: Complaint #********
  
  We have received your response to our response to your complaint filed with the Better Business Bureau regarding your refund request and reimbursement request related to the non controllable cancellation of Delta Marketed and SkyWest Operated Flight 3947 from ***********, ** to ******, ** on March 28, 2025. I'm happy to review your concerns. 
  
  I must once again state the added costs are ineligible for reimbursement as the flight was delayed and cancelled due to uncontrollable reasons. When we are able to delay, we will however that was not a possibility in this case. While I cannot tell you all the reasons why this was the case, this flight was not delayed or cancelled due to controllable reasons and we are unable to consider your request. I'm sure this is not the answer you were hoping to hear, however we do need to adhere to policy and procedure in this situation. We appreciate your patience and understanding regarding this matter.
  
  Babak, we know when you travel, you have a choice. Thank you for choosing Delta as a Platinum Medallion and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0QkkaR:ref]

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/06/2025

  Type:Sales and Advertising 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 saw a price online, however when I went to book it, there was error. I reached out to customer service and they told me they cant honor the price that I am seeing on their own site. This feels deceptive.

  

  Business Response

  Date: 04/06/2025

  Hello ****,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding your upcoming reservation GK32G4. I'm happy to review your concerns. 
  
  After reading your email and reviewing your reservation, I can understand why you wanted to contact us as soon as possible. I see your reservation was booked online with our Reservations Team on February 13, 2025. I'm very sorry to hear you had to book at the next available price. I appreciate the opportunity to address this with you.
  
  Rest assured, I have filed a formal complaint with our Reservations Leadership Team for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. 
  
  As you booked Delta Marketed and Air France Operated Flight 8748 from ************, ** to ***** CDG, ****** on June 8, 2025, I can say that with our partners, we request the space and upon trying to book, the fare can sell out. As our fares are based on availability in real time, we are unable to honor a fare that has sold out during booking especially when dealing with inventory with our partner air lines. Respectfully, we are unable to honor the original price you saw online as it was unable to book yourself online as well as through our Reservations team. We apprecaite your patience and understanding regarding this matter. 
  
  ****, we know when you travel, you have a choice. Thank you for choosing Delta as a SkyMiles Member and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0QjcyL:ref]

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23167250
  
  I am rejecting this response because:

  The website gives me the option to only change 1 leg of the flight. When I go to change that one leg, I show that I will receive an eCredit of $6. When I click into, it says there's an error. When I reached out to customer service, I was told that the price I'm showing (-$6) doesn't exist, because they would need to rebook the entire flight. I have 2 problems with this -

  1. Why are you even giving me the option to rebook only one leg of the flight, if in your system you have to rebook both legs anyways?

  2. Why are you even showing me an option to receive a $6 credit if that does not exist?

  This feels like deceptive marketing. The price shown on your website should be honored, even if the return flight that I booked a long time ago has gone up.

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/08/2025

  Hello ****,

  RE: Complaint #********
  
  We have received your response to our response to your complaint filed with the Better Business Bureau regarding your upcoming reservation GK32G4. I'm happy to review your concerns.
  
  After reading your response, I can understand why you wanted to contact us as soon as possible. I appreciate the opportunity to address this with you. As our fares are based on availability in real time, we are unable to honor a fare that shows in error and has in fact sold out during booking especially when dealing with inventory with our partner air lines. Once again, we are unable to issue a voucher for the difference in fare. We appreciate your patience and understanding regarding this matter.
  
  ****, we know when you travel, you have a choice. Thank you for choosing Delta as a SkyMiles Member and we look forward to serving you well at the next available opportunity.

  Regards,

  **** ***

  Customer Care

  Delta Air Lines

   

  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy. [ref:!00D1a0Y3af.!500RO0QpQKr:ref]

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23167250
  
  I am rejecting this response because:

  If a price is on your website, it should be honored. End of story.

  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had airline ticket booked with Delta Airlines and on March 31, 2025 our flight was canceled due to no pilot. We were left to figure out what to do all on our own and no one from Delta helped us. I am seeking a refund on my canceled flight for 5 tickets, checked baggage, flight booked to get home with another airline, meals, transportation and hotel stay. I have done what they asked for and received an email stating that they are not able to refund us, as it was considered an air traffic control problem. Which is completely false because the stewardess announced on the intercom that they were trying to find a pilot, it had nothing to do with air traffic control.

  

  Business Response

  Date: 04/08/2025

  Hello *****,
  RE: Case 23165065
  
  We've received your complaint filed with the Better Business Bureau regarding your recent travel with us on booking G6ZI52 with service from MCO to MSP on March 31, 2025.
  
  I am happy to see that your concerns have been answered through ************************** channel in case 13053484.
  
  Regards,
  Customer Care

• Initial Complaint

  Date:04/05/2025

  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 husband and I arrived at ************** on the morning of March 31 to fly home to ***********. While we were checking in our bags, a supervisor from Delta Airlines approached us and informed us that our flight was overbooked, and we were now classified as "standby" passengers. I asked her to clarify, and she explained that we could go to the gate, but we were not guaranteed seats. I repeated her explanation, asking, "So you're telling us the flight has been oversold, we are now only standby passengers, and not guaranteed a seat on our flight?" She nodded and confirmed, "That is correct."As a result, we were told we would be rebooked on an Air New Zealand flight and that we would need to pay $28 per person for visas, which they assured us would be ************* no point were we informed that giving up our seats was voluntary. However, after an hour of trying to find seats for us together on another flight, a different Delta agent explained that we didnt have to give up our seats at all. We were shocked and confused to learn that, as elderly passengers with mobility issues, Delta had caused us unnecessary stress and confusion, especially when we were told we werent bumped from our flight, and it was entirely voluntary to switch.The word "voluntary" was never mentioned during the original conversation. We were simply told we were placed on standby status. By the time we learned the truth, we had already paid for our visas to land in ***********, even though we were told we could have kept our original ******** is extremely disappointing and frustrating that a reputable airline like Delta would mislead us and treat loyal customers in this manner. This experience has shaken our trust in their service.I reached out to Delta on March 31, 2025, via email, and to date, they have not responded. I would also like an apology from Delta in the form of a phone call.Sincerely,**** and ******* *****

  

  Business Response

  Date: 04/05/2025

  Hello ****,
  RE: Case 23163966
  
  We've received your complaint filed with the Better Business Bureau regarding your travel with us on Flight 40 with service from *** to LAX on March 30, 2025.
  
  It was my pleasure to speak with you directly on the phone today regarding your concerns. Please know that I have forwarded your concerns directly to leadership for an internal review to improve our service.
  
  As a tangible form of apology, Im issuing [2] Electronic Transportation Credit Vouchers for $300.00. Youll receive the voucher numbers and associated Terms and Conditions in a separate email within 24 hours. (Check your spam folder if you dont see it in your inbox.) Please keep this email because youll need the number to redeem the vouchers. These vouchers can also be applied to flights operated by our partners **********, *** and ***************, when booking on ************************** or by calling Delta Reservations.
  
  I will look forward to the other items in which you will send back for my review as well. Thank you for being the best part of Delta!
  
  Kind Regards,
  *** ******

  Customer Answer

  Date: 04/05/2025

   
  Dear Better Business Bureau,
  I have reviewed the response provided by the business regarding complaint ID ******** and find the resolution to be satisfactory.

  Sue from Delta Airlines had requested copies of the ** Visas we purchased, which are attached to this email. I apologize for the earlier error in the amount; the correct charge was $23 per person, not $28 per person.  *** mentioned she would look into this as well.

  I would also like to express my gratitude to *** for her prompt attention to my concerns and for actively listening during our conversation. She demonstrated great professionalism, particularly in addressing my complaint regarding the behavior of one of the employees.

  Additionally, *** asked for the email address I used to initially contact Delta regarding my complaint, which I am happy to provide.
  

  It was sent to:

  from: **** ***** Burns <*********************************>
  to: *******************************************************************************************************
  date: Mar 31, 2025, 11:39?PM
  subject: Need your assistance
  mailed-by: *********
  
  Thank you for your assistance in this matter.
  Sincerely,

  **** and ******* *****

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See uploaded document for horrible experience with Delta. They also denied expense reimbursement. ****************. And taking no accountability.

  

  Business Response

  Date: 04/05/2025

  Hello ****,
  RE: Case 23162761
  
  We've received your complaint filed with the Better Business Bureau regarding the experience you and your family had while traveling with us on confirmation number G58IFO with round trip service from ORD to HNL on March 23, 2025, and returning on March 31, 2025.  It is my pleasure to speak with you directly on the phone today about your concerns while traveling with us.
  
  Please know that all concerns from your letter and our conversation have been forwarded to leadership for internal review to improve out service for your future travel. On behalf of Delta Airlines, I apologize to you and your family for this overall experience, as this is not what we wanted for your family.
  
  We will be processing your payment of $84.76 as reimbursement for your meals via Automated Clearing House (ACH) transfer. You will receive a separate email, from Delta Air Lines, Inc. via our third-party payment processor ******** <***********************************>, to register for 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 payment through our ACH system; if left unclaimed, payment will automatically be converted to a paper check and sent via **** to the address on file:
  
  ******************************************************************************
  US
  
  You will need your six-character flight confirmation number to claim your funds. When redeeming ACH payments, the flight confirmation number must be entered using all capital letters. Information on how to find this Confirmation Number is G58IFO.
  
  - 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
  
  As a tangible form of apology, Im issuing [4] Electronic Transportation Credit Vouchers for $500.00. Youll receive the voucher numbers and associated Terms and Conditions in a separate email within 24 hours. (Check your spam folder if you dont see it in your inbox.) Please keep this email because youll need the number to redeem the vouchers. These vouchers can also be applied to flights operated by our partners **********, *** and ***************, when booking on ************************** or by calling Delta Reservations.
  
  The ticket numbers from your outbound flight are *********** ***** *********** ******, *********** ****, *********** Kenley and each one is for $100.00
  
  ***** we do hope that in time you will allow us the opportunity to provide you a better service,
  
  Kind Regards,
  *** ******
   
  ******************************************************
  
  

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Delta Air Lines concerning an eCredit that expired far sooner than expected, despite the *** regulation passed last year requiring airline credits to remain valid for a minimum of five years. I canceled a trip on March 8, 2024, and was issued an eCredit by Delta. However, this eCredit expired on February 20, 2025less than one year laterwhich I only recently discovered when I attempted to use it in April 2025.Given the ***s regulation, I expected my eCredit to remain valid for at least five years from the cancellation date, until March 8, 2029. Instead, its expiration after less than 12 months (on February 20, 2025) appears to violate this policy. I was unaware of the unusually short expiration period until now, and I am no longer able to access these trip credits, which I had intended to use for future travel. This has left me frustrated and financially impacted, as I am unable to recover the value of my canceled trip.Below I have attached my original cancelation (and the ecredit number updates everytime so I provided each time I used the credit and got issued a new ecredit number for the same ecredit)Thank you for your attention to this issue. I look forward to your response and resolution.Sincerely,Buyun

  

  Business Response

  Date: 04/10/2025

  Hello Buyun,
  RE: Case 23161500
  
  We've received your complaint filed with the Better Business Bureau regarding you expired ecredit from original ticket ************* was purchased on 2/20/2024.
  
  I am happy to see that your concerns were answered through the ************************** channel in case 13055138.
  
  We want to thank you for flying Delta.
  
  Regards,
  *** ******

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to fly out of ******* today at 8:******* flight was delayed 6 hours. I called customer service to see if they offered any kind of vouchers for the inconvenience. The girl on the phone (without authorization) canceled my flight and refunded the money back to *** (the company that paid for my ticket and flew me out) it took 3 hours to get delta to admit they messed up, cancel the refund, and get me on another flight that was supposed to leave at 6:38.This flight is now delayed going to ******* when I'm supposed to be going to **********. Not only did they s**** up my original flight but now I'm going to be stuck in ******* until about 2pm tomorrow instead of being at my office working. All the delays were not delayed so to "acts of god". Get it together delta. This is ridiculous and very unprofessional.

  

  Business Response

  Date: 04/04/2025

  Hello *******,
  RE: Case 23158046
  
  We've received your complaint filed with the Better Business Bureau regarding your experience when calling into Customer Service. It is my pleasure to assist you today with your concern.
  
  We sincerely apologize for the inconvenience and frustration you have experienced with your travel plans today. We understand how disruptive and stressful such delays can be, especially when they impact your professional commitments.
  
  We deeply regret the mishandling of your flight arrangements and the subsequent delays. This is not the level of service we strive to provide, and we are committed to addressing these issues to prevent them from happening in the future.
  
  Your feedback is invaluable to us, and we will use it to improve our processes and ensure better service. As a tangible form of apology, Im issuing an Electronic Transportation Credit Voucher for $225.00 for your overall experience on your return trip. Youll receive the voucher number and associated Terms and Conditions in a separate email within 24 hours. (Check your spam folder if you dont see it in your inbox.) Please keep this email because youll need the number to redeem the voucher. The voucher can also be applied to flights operated by our partners **********, *** and ***************, when booking on ************************** or by calling Delta Reservations. Please know *******, this is not meant to place a price tag on your experience, but rather acknowledgment of your dissatisfaction.
  
  Thank you for your patience and understanding. We wish you safe travels and hope to serve you better in the future.
  
  Kindy Regards,
  *** ******

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******