Complaints

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

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  Delta Vacations

  700 S Central Ave Atlanta, GA 30354-1923

• 

  Delta Vacations

  503 County Rd. 42 E. Burnsville, MN 55306-4523

• 

  Delta Vacations

  4660 W. 77th St. Minneapolis, MN 55435-4901

• 

  Delta Vacations

  2915 N Broadway Minot, ND 58703-0663

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:01/10/2024

  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 had purchased a Delta Vacation package for me and 3 others and paid with my credit card. After doing some research, I found out that the resort is more of a Spring Break type of atmosphere and so is not appropriate for myself and my group. I had contacted Delta Vacations and spoke with 2 representatives to try to find a replacement resort. I then had a resort in mind but they are not contracted with Delta Vacations so I was unable to just transfer my resort to them. I spoke with the representative, who told me that I had until January 6th to cancel my trip without penalty and receive a full refund. I specifically asked if the total money I spent would be refunded and she assured me that I would receive it in full. I then ended up canceling the trip and booking the resort and flights I wanted through a different company. I just received my credit card statement and noticed that the amount refunded was not in full so I contacted Delta Vacations, who then told me that $800 of it was refunded in the amount of travel vouchers. This is NOT what the representative stated to me but apparently it is written in fine print somewhere. But when a representative that you are literally speaking with on the phone tells me that it will be refunded in full, I believed her and therefore ended up canceling the trip. I just spoke with a representative that added my name to the travel vouchers, as I am the one who paid for the trip, but now there is a deficit on my credit card because I booked a new trip after the Delta Vacations rep told me I would receive the $5,395.15 back on my credit card- which I now know was a lie. I did not expect to get a travel voucher nor do i want it. If it was communicated to me by *******, that would be one thing, but this was false information and the company should fix this and refund my $800 and void the vouchers. They indicate that calls are recorded so they surely can pull up the call to verify what I am saying is true. Confirmation # was ********

  Business Response

  Date: 01/15/2024

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

  I have been in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations.  I appreciate you giving me the time to review your file and respond to the complaint.
  I do see that upon cancellation of your Delta Vacations package, we issued a Delta Vacations Travel Certificate per our policy. I did also note that this information was available on our website throughout your booking process. Per our policy, travelers who cancel a trip 31 or more days before departure will receive:  If you have paid more than the required deposit amount, travelers will receive (1) a credit in the form of a Delta Vacations travel certificate equal to the required deposit amount paid by the traveler minus any cancellation fees and nonrefundable components and (2) a refund to the original form of payment for the amount paid beyond the minimum required deposit. 

  We did refund to your original form of payment $4,595.15, which was the amount paid over and above the deposit amount of $800.00. The $800 deposit was refunded via a Delta Vacations Travel Certificate for $200 per person. I do also see, however, that your name is also on each of the travel certificates so that you are able to utilize them. They also were sent to your email address so you should have all of the information regarding them.

  Thank you,

  *********************, Supervisor Reservations Support

  Delta Vacations

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21120432
  
  I am rejecting this response because: I literally spoke with a representative to review my options BEFORE I cancelled and she stated that I would receive the charge back IN FULL- never mentioned any travel certificates. This should have been covered with me verbally since I was on the phone with her and was trying to find a more suitable resort. When we couldn't, she informed me that I would be able to cancel without penalty and get my payment refunded in full. Obviously the staff need better training. I travel at least 5 times a year and now know to not consider Delta in the future. oor customer service and you obviously do not train staff appropriately or stand by what they inform consumers. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/22/2024

  Hello,

  Thank you for your response. Upon further review, I will deactivate the Delta Vacations travel certificate that was issued to you and will approve a refund to your original form of payment. We will have the credit processed on our end within 24 hours, however, it can take up to a billing cycle to appear back on your card. Thank you for providing this invaluable feedback, it will be used as a coaching opportunity for our agent.

  Regards,

  *********************, Supervisor Reservations Support

  Delta Vacations

  Customer Answer

  Date: 01/22/2024

   
  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:01/07/2024

  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.

  Travel to ****** October 2023 Re: Delta Vacations Bkg #********/ Davidson (KMM135767932V4741L0KM)Misrepresentation about quality of hotel, amenities, beach access, etc. We had to payout of pocket to change hotels. Here are the most recent communications which resulted in no compensation and no response to my inquiries and what they promised.Hello,Thank you for contacting the Delta Vacations ************************* I appreciate your patience as I worked diligently to bring a resolution. I have heard back from the hotel and they stated they have looked over the reservation. Unfortunately, they are not authorizing a refund and the penalty has already been charged for the early check out. I sincerely apologize for the issues you and your wife experienced during your vacation. Please, again, accept the SkyMiles and Delta Vacations Travel certificates as a means of goodwill gesture.Regards,****************** | ******** Care Administrator ********************** | *************************************************** | ************ fax *************************************** Original Message Follows: ------------------------From: ***************************** <**************************>To: Delta Vacations ******** Care <***************************************>Cc: ************************* Subject: Re: Delta Vacations Bkg #********/ Davidson (KMM135351256V80109L0KM)Date: November 29, 2023 2:18:15 PM EST Hello *******,I am following up to see if you have an update on our complaint. Thank you,*********************** Sent from my iPhone On Nov 15, 2023, at 1:42PM, ***************************** <**************************> wrote:?Thank you *******. We appreciate you and look forward to the resolution.Sent from my iPhone On Nov 15, 2023, at 12:53 PM, Delta Vacations ******** Care <***************************************> wrote:?Hello,Thank you for contacting the Delta Vacations ************************* I appreciate your patience as I worked diligently to bring a resolution. I wanted to provide an update that the ****** miles have been awarded into both of your Skymiles accounts. I am awaiting on a resolution for you from the hotel. I will follow-up with you once I have an update. I appreciate your continual patience. Thank you for choosing Delta Vacations. Regards,****************** | ******** Care Administrator ********************** | *************************************************** | ************ fax *************************************** sfrx_img5876276201063283337.png I would be happy to provide copies of any and all documents, emails, etc as supporting documentation.

  Business Response

  Date: 01/15/2024

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

  I have been in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations.  I appreciate you giving me the time to review your file and respond to the complaint.

  I do see that since this submission, ******* was able to refund you $1,122.44, which was the amount of your out of pocket expense to move the a more desirable property. I sincerely apologize for the issues you experienced and assure you we have passed your feedback along to our Product Manager so they are aware of the concerns you have presented. 

  Please know how valued your feedback is as without it we wouldn't be able to work towards improvements. Again, I apologize for the inconveniences you experienced.

  Kind Regards,

  *********************, Supervisor Reservations Support

  Delta Vacations 
  
  

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21106635
  
  I am rejecting this response because:

  delta Vacations did not reimburse us for out of pocket cost to have all inclusive, which we had paid for at the ************************************************* $755.38 is what we paid out of pocket. Also, they did compensate us for the delta miles we used and exhausted to purchase our hotel and flight package. We were deceived into purchasing a hotel package that was not only exaggerated as to the quality, amenities, and beach access. All were a major disappointment. 

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

  Business Response

  Date: 01/23/2024

  Hello,

  I apologize, can you please further explain why you are rejecting this? I see that we refunded $1,122.44 which is more than what the price of ************** was for the 3 nights that we booked. Do you have receipts for the additional expenses that you incurred? 

  Thanks again,

  *********************, Supervisor Reservations Support

  Delta Vacations

• Initial Complaint

  Date:12/15/2023

  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.

  Itinerary #**************: I booked at ****************************, ****** on Nov 24 @ 7:18PM CST. I noticed the dates booked were incorrect less than an hour after booking. I called Delta Vacation and tried to cancel the itinerary within an hour. Delta Vacation stated they were unable to contact the hotel and opened a resolution ticket (Hotel Cancellation: *********) on Nov 24 @ 7:47PM CST. It took 3 days to receive a response and the request was denied. I also requested that Delta Vacation adjust the dates and was told they are unable to do so. I was told the only way to handle this issue was to cancel the reservation and be charges a 30% fee which is over $500USD. This is my first- and last-time using Delta Travel because of the limited options when making changes. If I am forced to cancel, I will dispute these charges with my credit card company. I should, at the very least, be able to adjust the dates for travel to avoid the cancellation penalty. I really need assistance to resolve this issue. I've tried to contact the apartments via email and by phone and have not received an answer.

  Business Response

  Date: 12/26/2023

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

   

  I have been in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations.  I appreciate you giving me the time to review your file and respond to the complaint. Unfortunately, I am not finding a Delta Vacations package booked under your name, nor do the below processes follow how Delta Vacations handles requests to cancel a booking.

  I believe you may have booked through Expedia, which can be accessed from delta.com. Please follow this link to access your reservation:  *********************************************************.

  Kind Regards,

  *********************, Supervisor Reservations Support

  Delta Vacations

• Initial Complaint

  Date:12/15/2023

  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.

  Delta Vacations has been nothing but a hassle. I have attempted to reach an agent through email and live chat, only to be left without anyone answering me and when you call, you get left on hold and no one can help you through the regular Delta website. My Delta card has protection and the agent that was suppose to refund me said that I will get that money back onto my card. Instead, I got a credit towards another Delta vacation booking, but it's not even for the entire amount. I never want to use Delta vacations again. I have loved Delta, but now this experience has left me wanting to go elsewhere. It's almost impossible to get ahold of someone that can actually help you. The money needs to go back to my card like the agent told me it would.

  Business Response

  Date: 12/26/2023

  Ms. *******,

  I have been in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations.  I appreciate you giving me the time to review your file and respond to the complaint.

  Upon review of your booking, I have found that when you canceled the booking on November 30, 2023, the applicable cancel fees were charged. When you created the booking online, there were 2 forms of travel insurance available to help protect your investment. Since the trip insurance was declined, cancel fees were assessed at the time of cancelation in the amount of $198.32. Per the cancel fees that were advised throughout the booking process, the cancel fees if booking was canceled November 27 and after were $198.32. Also per our cancel policy, Delta Vacations travel certificates in the amount of $637.80 per person have been issued for the air amount on your booking. These travel certificates expire December 5, 2024.

  We hope you will book another trip with us and utilize the travel certificates you have.

  Kind Regards,

  *********************, Supervisor Reservations Support

  Delta Vacations
  
  

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21011092
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/27/2023

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

  Thank you for your response, I will notate your file accordingly.

  Regards,

  ****

• Initial Complaint

  Date:12/02/2023

  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.

  CONFIRMATION NUMBER IS HZJ669 Changed flights because delta vacations only gave us a 1 hour layover in ******* which is not success oriented. New flight is $136 cheaper but they did not give me any money back (evidence in attached file)The phone call to get the flight changed was over an hour (evidence in attached file)Very disappointed with Delta Vacations

  Business Response

  Date: 12/07/2023

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

  I have been in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations.  I appreciate you giving me the time to review your file and respond to the complaint. After review, I found that we did make an exception and repriced your air as you had advised it had gone down. We found that it actually increased by $300.00. 

  Delta Vacations actually has exception fares, which are different than the fares you see when pricing on the website. This means that our fares are generally not the same price as what is found on delta.com. We provide a package price, which includes your air, hotel and transfers. I also repriced your entire package to see if perhaps another component of it had decrease in price but unfortunately, it had not.

  Please know that we are willing to provide you with lower airfare if it is available. You can call in and request our agents ********** to see if there is a decrease. If there is, we can reissue your ticket and provide you a refund in the amount of the decrease. I will notate your booking to advise the exception can be made to refund your original form of payment should this occur. 

  I would again like to sincerely thank you for your feedback, we appreciate your business and loyalty.

  Kind Regards,

  *********************, Supervisor Reservations Support

  Delta Vacations 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20949996
  
  I am rejecting this response because:
  I have screen shots showing the fare difference.  Very upset.   Screen shots were attached to the original complaint.  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/07/2023

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

  I did review the screenshots that were submitted with your complaint. They show a total fare of $2894 and then a fare of $2758. You are correct, your screenshots show a fare decrease of $136.00. However, the airfare that you have booked with your Delta Vacations package is actually a total of $2292.30. Because of our exception fares, we are generally able to find directly with Delta Air Lines. While we generally don't provide component pricing on our packages, I made the exception to share this with you because I don't have a better way to show that we currently don't have a lower fare available.

  Thank you,

  *********************, Supervisor Reservations Support

  Delta Vacations

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Vacations promised my mother a dream vacation that turned into a nightmare. She is having surgery in January and wanted one dream vacation for her and her family prior to her surgery, Delta vacations assured her that Booking number ******** was it! Her request was for 3 rooms together to accommodate 10 people in total. She also requested to fly together and for wheelchair service. 4 nights all inclusive for $16,770.88. The night before the trip she called to confirm and after 4 hours on the phone was told that the seats were not together, my brother and his girlfriend had a completely different confirmation number and different HOTEL. There was no wheelchair service in *******, ****** or *******. Upon arrival at Iberostar we were forced to "downgrade" a room so that my brother could be at the same resort. Despite, the 4 hour call and downgrade the rooms were still not together. 6301/****/ and ****. We were promised resort credits upon check in and a complimentary excursion to be booked by our Delta **** ***** who was not there until the next day. There was no wheelchair for my handicap mother who needs a cane to walk. In addition, we were promised a room to accommodate me, her and my 2 teenagers and our room had 2 full beds and a loveseat. We were not told anything about the hotel, given a map, nothing and ********* said that was our fault for booking with a 3rd party. After returning from a late dinner, we found 2 cockroaches in ****. Management was contacted and said they could offer **** which had several dead bugs wreaked of bug spray and had a non functioning door and safe. We asked for another option that was on the 3rd floor with no elevator access. We were forced to take **** just until "the morning" when our Delta rep would fix everything. We had to pack an entire room move it at 12:30am with no assistance and still no wheelchair. We waited until 1:30 to get a cot for my son to sleep on. My daughter and I both had at minimum 10 bug bites each. Once we laid down a lizard was beside my son and 3 centipedes were on the floor. The next morning we met *****, our delta rep who was disgusted and of course blamed ********* but PROMISED we would have a wheelchair and new rooms TOGETHER by 3pm. My son waited at the room for 3 hours with no wheelchair and now ***** was not answering his text messages. My mother then fell at the beach and could not walk at ALL. Luckily, a kind worker named ******* got a wheelchair delivered for us. Day 3 of our 5 day vacation, no move. . .no excursion, no resort credits and NO CONTACT from Delta vacations. The 800# was not answering. Iberostar supervisor claimed they were at 100% capacity and blamed Delta. Day 4 of 5, still no contact from Delta. I asked ********* for a spa service for my injured mother who was there to celebrate her birthday and said I'd pay for one but asked if we could have one added due to all of our issues. She advised me that she would message me and did not. When I reached out she offered 20% discount, I booked 3:30 hydrotherapy appointment and a facial for my mother. Upon arrival we were told there were no appointments and that hydrotherapy was INCLUDED complimentary for 2 hours each day of our stay. We were never told. In the meantime, my family was in the pool and a full size crab was at my brother's feet. We were never told about meal reservations and had to take what was open. We have photos, videos and screenshots of ALL things explained above. Day 5 of 5 no delta **** we were told ***** accepted another job. We have no airport transfer did not get our excursion and had to wipe our mother's tears far too many times. We were picked up 15 minutes late, the wheelchair service told my mother she had to tip her or she would not leave. Our flight ended up being 40 minutes late. Upon arrival in ******* we were forced to RUN with no wheelchair service with our checked baggage, clear customs, recheck and travel to the opposite end of the airport. TSA broke my mother's cane while "examining" it. Meanwhile, my brother's pregnant girlfriend fell on the escalator and was bleeding perfusely only to find we never would have made our flight it was rebooked earlier. I am absolutely furious and launching complaints against both Delta vacation and Iberostar. Having 2 injured family members and ZERO accommodations is completely unnacceptable. Again, we have proof of all things explained and would be happy to share.

• Initial Complaint

  Date:11/15/2023

  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.

  On 11/15/23 I booked a vacation through Delta Vacations for a trip from ******* to ****** 11/18/23 - 11/22/23. Once the trip was fully booked I noticed the flight had the correct dates but the dates for hotel stated 11/19/23 - 11/22/23 checking in a day after I would be in ******. I immediately call Delta Vacations and explained the issue. The agent told me it was my fault because I booked it. When you book a vacation you simply put the dates of the flights and the hotel matches that. Normally if a hotel is not available on the dates you pick it does not come up as an option. The lady laughed at me like it was funny and told me she could add a day but it would cost more. While on the line I did research myself and found that the hotel was sold out on 11/18/23 which isn't my fault. I asked for the entire reservation to be cancelled and was told I would be charged a cancellation fee for a trip I literally just booked and not getting what I paid for.

  Business Response

  Date: 11/27/2023

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

  I have been in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations.  I appreciate you giving me the time to review your file and respond to the complaint.

  
  I am sorry to hear that when you created your vacation package online that the air and hotel dates didn't match. I'm sure you were further frustrated when you called to correct this error and were told you must have booked it that way. Unfortunately, we did later learn that there was a system issue that caused the dates to not match. This issue was the fault of Delta Vacations.

  I have credited your booking the additional $191.67 that was charged in  cancel fees, we will issue the credit back to Affirm since we have that and SkyMiles payments and I'm unable to do a partial refund on SkyMiles. I have also issued Delta Vacations travel certificates in the amount of $200 per person. It is my hope that you will use these travel certificates to book your next vacation and allow us to offer you the level of service we pride ourselves on. These travel certificates will email to you this evening.

  Again, my most sincere apologies for the negative experience you had with Delta Vacations. I appreciate your feedback as it helps us better serve you next time.

  Regards,

  *********************, Supervisor Reservations Support

  Delta Vacations

   

   

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20876636
  
  I am rejecting this response because: I am requesting that $400 travel voucher be issued to ************************* instead of $200 for both passengers?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/27/2023

  Hello,

  Thank you for your quick response! I had already issued a $400 Delta Vacations travel certificate in both of your names. However, I have now deleted that one and issued a $400 DLV travel certificate in just your name. Again, you will receive via email this evening.

  Thank you,

  *********;

  Delta Vacations

  Customer Answer

  Date: 11/29/2023

   
  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:10/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 17, 2023, I booked a vacation package online with what I was misled to believe was Delta Airlines (a company I have trusted to handle my travel arrangements for years). I paid $800 plus ****** Delta SkyMiles for the package. When I received an email confirmation at 6:39 pm, I saw that this was not a Delta Airlines email. An internet search revealed that Delta Vacations was NOT Delta Airlines, and I found countless reports of travel nightmares with Delta Vacations due to unresponsiveness, booking problems, etc. I immediately called them but the phone number they provided, ************, wouldnt connect. Concerned, I cancelled the reservation online 20 minutes later at 7:02 pm and requested a full refund due to being misled.I received my $800 back two days later, but instead of getting my SkyMiles returned to my Delta Airlines account, I received a travel certificate for $1160.79 (the value of my SkyMiles). I again tried to call Delta Vacations but was on hold for almost an hour and then the phone disconnected. I also tried emailing them, using the email address provided by Delta Vacations, and got a Mail Delivery Subsystem error in response two days later due to too many hops.Since July, I have tried to call this company multiple times to straighten this out. Each time I call its phone number, it either wont connect or I am placed on hold for over an hour at which point I am disconnected. I have never succeeded in getting through to anyone at this company by email or phone despite many attempts to do so over the course of three months.I would like a refund of my ****** SkyMiles or a refund of their $1160.79 value. I would never have booked a vacation with this company if I werent misled into believing it was Delta Airlines, I immediately requested a refund as soon as I realized I had been misled (20 minutes after booking), and a credit with them is useless because I cannot trust them with travel if it is impossible to get in touch with them.

  Business Response

  Date: 10/06/2023

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

  I have been in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations.  I appreciate you giving me the time to review your file and respond to the complaint.
  

  Upon review of your vacation package, I do see that we have deactivated the travel certificate that was issued and refunded your *** Miles back to your account.

  Kind Regards,

  *********************, Supervisor Reservations Support

  Delta Vacations 

  Customer Answer

  Date: 10/09/2023

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

• Initial Complaint

  Date:10/02/2023

  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.

  On 05/10/23 a group travel package was purchased from Delta Vacations for a round-trip flight, and hotel from 09/28-10/23/23 with round-trip ground transportation. One week after this purchase Delta began sending flight changes up til the day of the trip a 7;30 flight turned out to be a 3-hour delay. The reasoning was something wrong with the plane, but let us be clear the flight changes began back in May one week after the reservations were paid in full. Can Delta now predict the future to know that something would be wrong with the plane 4 months prior to the trip? Upon arrival ****** shuttle was closed no one was available to transfer this group to our hotel which had been paid for in full. We had to pay for other transportation to get to the hotel. One full day of my hotel stay along with the service fees charged was a wasted day at this point, which I want reimbursement for along with the extra transportation we incurred due to Delta Vacations' third-party negligence. Also, had the same issue with ****** shuttle on 10/01/23 when attempting to receive round-trip transportation ******************* which again had been paid in full. The only response we could get from ****** was, that they're a third-party company and we would have to contact Delta Vacations whom we made the reservations. Delta Vacations seems to think it's the hotel's responsibility to possibly reimburse me for 1-day hotel stay and service fees and not theirs. They did put in to reimburse the ***** dollars for the transportation to the hotel. If they felt they should be reimburse for the ground transfer then they also know Delta Vacations is responsible for reimbursing for the 1-day hotel stay and fees. I expect Delta to honor the contract them and I that was paid in full for the inconveniences they put us through. Delta is the largest airline with nothing but excuses for the continued inconveniences they put people through at the prices they charge. Please see the attachments.

  Business Response

  Date: 10/06/2023

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

  I have been in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations.  I appreciate you giving me the time to review your file and respond to the complaint. 

  I apologize for the flight delay that you experienced, I understand how frustrating that is. The delay was due to ATC (Air Traffic Control), which is something that is beyond the airlines control. However, because I realize this impacted you, I am willing to issue a Delta Vacations travel certificate for the amount of one night hotel, $300.36. I have also reviewed the problems you had with your transfers and would like to apologize for the incorrect information you were provided by ******, the company that handles the transfers. While we had already refunded $60, I have authorized an additional $60 to be refunded to your credit card on file. This is for the transportation you ended up taking as well as to refund you for the transfers you paid for as part of your package.

  It is my hope that this will start to restore your faith in Delta Vacations and allow us to provide you with the vacation experience we pride ourselves in.

  Regards,

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

  Supervisor, Reservations Support

  Delta Vacations
  
  

  Customer Answer

  Date: 10/06/2023

   
  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:09/12/2023

  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.

  My family booked a vacation through Lux Travel Experience for ******* and ***** which took place in July/August. When we arrived at our hotel in ******** *****, they did not have a reservation for us. They said that the reservation had been canceled by your partner, I believe it was destination italia. They said the original booking was for 2 nights, then 2 nights were added. The 4 nights were then canceled, but were supposed to be merged into 1 four night stay. They tried calling your emergency number, but no one answered. We stood in the lobby at the desk for 1 1/2 hours while they tried to sort it out. They were able to provide us a room, but not what we had booked. They told us they had not been paid, even though we paid you in full. We had to make numerous international toll calls to resolve this, and it was not resolved until the next day. We never heard from your company. No apology, not refund, no compensation. You ruined our 1st night and next morning in *****. You owe us for that. We were in tears for much of the night, not knowing what would happen. The room we booked should have overlooked the river. The room they gave us had a nasty back alley view out 1 small window.I have reached out to ****************************************** and got no response. I reached out to *************************************** and they were very short and provided no reasonable resolution and have stopped responding to my emails. They offered a $100 voucher which is unacceptable since they have lost my faith in the company and I can't use their voucher. A refund is the only acceptable resolution.I am requesting a refund of the 1st night hotel due to the complete failure of your company. We missed our dinner reservation and barely slept that night. I am not asking for the numerous international charges I incurred chasing your mistake.Booking number ******** Check in date 7/31 *****************

  Business Response

  Date: 09/25/2023

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

  I have been in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations.  I appreciate you giving me the time to review your file and respond to the complaint.

  I am so sorry to hear that you experienced such issues upon arrival into ********, I can only imagine your distress! I can certainly provide you with a one night refund due to these issues. It does seem like part of the confusion was that your travel agent accepted our offer of $100 in Delta Vacations travel certificates, therefore when you reached out our agents thought the case was resolved. I apologize for the responses that you received and will review them and provide any necessary coaching to our agents.

  The one night refund in the amount of $339.48 has been processed, however, it will depend upon your billing statement as to when you will see the credit back on your card.

  Please let me know if there is anything else I can help you with and again, I am sorry for the issues you experienced.

  Regards,

  *********************, Supervisor Reservations Support

  Delta Vacations

   

  Customer Answer

  Date: 09/25/2023

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