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

  2915 N Broadway Minot, ND 58703-0663

• 

  Delta Vacations

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

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:08/26/2023

  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.

  Flights on delta airlines were furthest from entry point example both gates both ways were near gate 46 furthest gate to get luggage flight **** to *** from *** airport took us 1 hour to get our luggageridiculous my wife has severe athritis and type 1 diabetes with an insin pump i have 3 herniated discs in my back, it was torture to go so far with my 12 year old daughter i would lime a full refund for my trip.Thank you, *****************

  Business Response

  Date: 08/28/2023

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

  I am in receipt of your complaint to the Better Business Bureau regarding your experience with Delta Vacations. Unfortunately, however, I am unable to locate your booking number. Please send me your 8 digit Delta Vacations booking number so I can review.

  Thank you,

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

  Delta Vacations

   

• Initial Complaint

  Date:08/16/2023

  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 husband I booked a trip through Delta Vacations. I called months later and asked if an upgrade was available, they said yes and we paid for an upgraded room. When we arrived at the resort the upgraded room was not available. We called Delta and was moved to another room but still not the one that we paid for. Delta advised to call when we returned from vacation and they would take care of it. We called and emailed multiple times and nothing was done. We reached out to the resort directly and they returned their portion of the upgrade. Delta has not returned any portion of the upgrade and is refusing to respond to any correspondence regarding the issue. Delta sold us the upgrade and when we didn't get they will not honor their commitment to us.

  Business Response

  Date: 08/28/2023

  Hello,

  My apologies, I am unable to locate the booking that you are referencing. Will you please provide me with your 8 digit Delta Vacations booking number so I can look into this?

  Thank you,

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

  Delta Vacations 

  Customer Answer

  Date: 08/28/2023

  Booking number is 16913856

  Thank you,

  Christi

  Business Response

  Date: 09/08/2023

  Ms. ******,

  I am in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations. I appreciate having time to review the booking.

  Upon review of your vacation package at ***************************, I do see that we have refunded a total of $2681.34 to your original form of payment. We initially refunded $327.00 on March 3. You brought to our attention that the credit amount didn't seem like enough, and  you were correct. Therefore, we credited an additional $2354.34 to your original form of payment on March 8th. We have again reviewed the financials of your booking and I don't see any remaining amounts to credit.

  Kind Regards,

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

  Delta Vacations

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20481800
  
  I am rejecting this response because:
  

  if you read through all the emails I have sent to Delta about this issue, you will see the total amount charged for the upgraded room was $3,766.59.

  Secrets has returned their portion of that upgrade, which is what was returned to us through Delta.

  Delta has been unwilling and frankly completely unresponsive about returning their portion of the upgrade they sold us that was not available.

  We are still owed the difference of the upgraded cost.

  it Is extremely disappointing that after the numerous trips we have booked and my status with Delta that I have to revert to this to even get a response from Delta.

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

  Business Response

  Date: 09/08/2023

  I greatly appreciate you providing me with this information, I had not seen that when I reviewed your package. I have authorized an additional credit of $1085.25 and will refund that to your credit card on file as well. I believe I will have now issued you the proper refund amount, $327.00 + $2354.34 + $1085.25 = $3766.59. We will have the refund processed on our end by the end of business today.

  I apologize for my confusion and the additional inconvenience this caused.

  Regards,

  ****

  Customer Answer

  Date: 09/08/2023

   
  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:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/18/2023 my family and I arrived at the ******** hotel located in Waikiki. After checking into our hotel room after a five hour flight from **********. We unpacked our luggage and began to unwind from the long flight . It was a hot day our room was hot as well , my fianc **** turned on the air conditioner, to our surprise it did not work . I called the front desk immediately and made contact with the manager **** aka ***. I explained the problem to he did not offer an apology at all . He said maintenance would arrive shortly to assess the situation. After 45 minutes of waiting, maintenance arrive examined the air conditioner and said the air conditioner needed to have the motor replaced. The maintenance guy said my family and I could stay in the room while the air conditioning is being repaired . I immediately declined called the front desk again spoke with ********** told him my family and I did not fly five hours to watch an air conditioning motor be replaced . I request the same type room 2 queen **** with an ocean view . **** said sorry we dont have anymore rooms available with an ocean view . Instead we were offered a bottle of wine which we declined . **** did not offer any type of refund or discount. My family and I had to repack all our luggage and relocate from the 17th floor with a beautiful view of the ocean , to the 8th floor with an obstructed view . I paid $3,29190 for 2 **** with an ocean view, breakfast included , transfer to and from the airport , Lei greeting . I also paid an extra $30 for my mom not daughter transfer round trip to the airport . In addition I paid $426.00 for travel protection insurance . Delta Vacation is refusing to reimburse the $1,200. I did not receive the room type I paid for . A fair resolution would be for Delta Vacation to refund me the $1,200 I am requesting. they have given me the runaround since 05/24/2023. I filed my claim with ****************** Delta customer service rep . She sent me a nasty email on 08/09/23.

  Business Response

  Date: 08/15/2023

  Ms. *******,

  I am in receipt of your complaint to the Better Business Bureau regarding your disappointing experience. I appreciate your feedback and the opportunity to look into this matter.

  I do see that one of our ************* agents has been working on this. However, the hotel advised that they did offer room ****, which was one floor higher than your original room, however, a lower floor was requested instead. Due to this, they moved you to room 802 instead and that room was more acceptable for your party. Although it was on a lower floor, this was still an ocean view room. Unfortunately, because they did provide options that perhaps would have better suited you, there isn't an amount to refund. 

  I understand that the broken air conditioning wasn't what you anticipated while on vacation and am sorry to hear this impacted your trip. I would like to offer Delta Vacations vouchers for future travel in the amount of $200 per person. It is my hope you will give Delta Vacations another chance to provide you with the vacation we pride ourselves in.

  Kind Regards,

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

  Delta Vacations

   

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20454364
  
  I am rejecting this response because:
  *********************  my family was never offered a higher room . ******** is not being truthful in their response , we were offered a bottle of wine which we declined. After flying five hours to unwind and relax in our vacation , we were inconvenienced by the hotel with a  broken air conditioner which had nothing to do with my family and I . The hotel has a duty to maintain its environment without inconvenience to its guest . I decline the $200 offer I have no plans to ever do business with Delta Vacations . I will except no less than a $1,500 refund I paid $450 for travel insurance , Delta Vacation refund clause should reflect an inconvenience fee or at best a refund for situations not caused by customers. Again I will except a refund in the no less than $1,500 . My photos prove our before and after views . The 17th floor had a beautiful view the 8th floor in my opinion had no view . This is not right I will not be treated as if this situation was caused by my family . 

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

  Business Response

  Date: 08/28/2023

  Hello,

  I am willing to provide you with a Delta Vacations travel certificate for $600. Please know that the properties we partner with keep records regarding all of their guests visits, I am sorry that I have received conflicting information from them regarding the room types that were offered to you. However, I have been assured the initial room offered was one on a higher floor. 

  Once you accept the offer of a travel certificate, I will get it issued and you will have the information the same evening.

  Thank you,

  ****

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20454364
  
  I am rejecting this response because: I am rejecting the $600 credit due to the fact my family and I will never do business with the ******** hotel . Because of these terrible customer service and unfair treatment my family and I were subjected to . The ******** hotel did not offer s higher room , they offered a bottle of wine which we returned unopened . I will be filing a civil suit against Delta Vacations and the ******** hotel . The only mistake I made was not reading the reviews on the ******** hotel , I will be bringing those reviews to court with me , as well as the reviews on Delta Vacations . 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/08/2023

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

  Thank you for your response. I am sorry to hear you are going forth with legal action and will notate your booking accordingly.

  Kind Regards,

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

  Delta Vacations

• Initial Complaint

  Date:07/31/2023

  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.

  My birthday trip was canceled Friday, July 28, 2023, by accounting for suspicious activity or fraud (reservation number ********). I spoke to a representative from Delta Vacations on Saturday, July 29, 2023 about 9:30 am EST, and was informed I would have to speak to accounting on Monday, July 31, 2023 regarding a refund for the trip. The representative told me I could book the trip again using a card that belonged to one of the passengers traveling (a third party booked the first reservation and thats why it was marked as fraud). She also informed me it was $132 higher than my previous trip. I asked if they could match the price from the original reservation and she spoke with a supervisor that said they could not do that. I called back about 4 pm EST and spoke to another representative who booked my reservation (reservation number ********). I took a nap and woke up to four missed calls from Delta Vacations. One email informed me to call back before Sunday, July 30, 2023, noon CST or my reservation would be canceled and another just one hour later stating my reservation was canceled. I used my Skymiles number to book the reservation, When I called the evening of July 29, 2023, the first representative hung up. The second representative hung up. The third representative got a supervisor on the line that informed me that another supervisor that was higher in rank than her marked my earlier transaction as fraudulent and there was nothing she could do about it. She told me that all the representatives at Delta Vacations are aware that they cant book a new reservation for anyone after a booking has been marked fraudulent before accounting clears the issue up. I have to spend the entire weekend without my funds so I cant even book anything with another company to make up for this error. I want to speak with someone high enough in rank to make this situation right. Theres no reason to take my money then cancel my trip with no real explanation.

  Business Response

  Date: 08/15/2023

  Hello,

  I am in receipt of your communication to the Better Business Bureau regarding your disappointing experience with Delta Vacations. I appreciate your feedback as well as the opportunity to look into this matter.

  Unfortunately, ********** is a destination in which we see an unusual amount of fraudulent bookings traveling to. Your booking had some items that mismatched, which is why it was flagged as fraud. I'm sorry that this impacted your booking. When your call was disconnected and our agents were unable to connect with you it caused greater concern. 

  It does look like we have processed a full refund to the credit card we have on file, however. Please let me know if this isn't the case, but I see that we refunded the credit card ending in **** $2572.28 on July 31st.

   

  Kind Regards,

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

  Delta Vacations

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20399921
  
  I am rejecting this response because:
  It does not make any attempt to rectify the inconvenience. Because I was trying to travel to a location they say is high in fraud doesnt mean I was committing fraud. The agents couldnt connect with me for a few hours more than 30 minutes after the second reservation was completed by a live agent. It didnt seem like fraud when they took my money the second time. They even sent an email telling me I had until the next day at noon to call back but canceled my trip an hour after that email. This literally ruined my birthday plans and giving me my money back is what you had to do because you canceled my trip for no reason. The agent the day I shouldve been traveling wanted me to pay a higher price for lessor accommodations because of their mistake. This is beyond unacceptable. Nothing was done for the inconvenience, for the stress it caused, for ruining my boyfriends surprise for me and the response is not sufficient. Ill make sure to continue to state not to book with this company because they dont care how they treat the customers. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/28/2023

  It is unfortunate that businesses have had to develop fraud procedures to protect their customers, I agree. As I previously mentioned, we do have procedures that we follow to prevent fraud from occurring, this is to protect our customers. We do not compensate for these instances but as a goodwill gesture, I have issued you a $100 Delta Vacations travel certificate. You will receive the travel certificate by email this evening.

  Thank you,

  ****

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20399921
  
  I am rejecting this response because: this is not sufficient. I am the customer they claim to be protecting. They didnt follow their own rules and guidelines so thats why I was inconvenienced during a period of celebration. It was not one transaction or one employee making a mistake so they should provide compensation and a $100 credit isnt sufficient. Ill continue to make sure anyone I speak with knows how terrible my experience was and how they never tried to make up for the extreme inconvenience. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/08/2023

  Hello,

  Thank you for your response. I will notate your booking accordingly.

  Please know that I truly am sorry that you were impacted by the increase of fraudulent activity that we are seeing.

  Regards,

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

  Delta Vacations

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I understand that since the beginning of July the airlines have been hit with massive travel issue. However, for over a week now the Delta Vacations website has been unresponsive when trying to use it. I use it all of the time and now simply trying to login, the site constantly hangs and you can't do anything. Before Delta responds with the usual tips, I have already cleared cache and cookies, tried different browsers including Edge, Chrome and Firefox and even used different laptops. The only somewhat progress I had was on an Apple device using the Safari browser and even then, the site eventually went down giving me an error code. It's hard for me to believe that other users haven't experienced and, of course, when you call you can never get through to anyone.

  Business Response

  Date: 07/11/2023

  Mr. ******,

  I am in receipt of your complaint to the Better Business Bureau regarding your disappointing experiences with our website. I greatly appreciate your feedback.

  I am happy to advise we launched our new website yesterday, July 10th. We understand the struggles with the website and decided it was time to revamp it. It is our hope that this will provide our customers with a better experience as they are trying to book a vacation package.

  Delta Vacations also has very minimal hold times if you are trying to reach us directly to speak with an agent. We are available Sunday through Saturday from 6:00am to 8:00pm CST at ************. There is also an option on our website to chat with one of our agents.

  Again, thank you for your valuable feedback.

  Regards,

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

  Delta Vacations

  Customer Answer

  Date: 07/11/2023

   
  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:07/06/2023

  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.

  Worst vacation ever!! Booked through Delta Vacations and the vacation representative highly recommended this resort. New and adults only. We arrive to find there is NO beach and the seaweed is so bad the smell is all you get around pool. No one told us this prior to booking because they did not want to lose the money. There are security guards with AK47 patrolling along the oceanfront side of pool (very uneasy feeling). When asked about why they said to keep the cartel out, they come in from the water. While laying at the pool a drone was above us (scary). We were given misleading information by the representative and nowhere on the hotels website does it say there is no beach. I felt that by going through a company like Delta Vacations they would be there for us if we needed them for any reason. But, when I called to request to transfer to another resort I was told by ***** that we would have to pay full price to do that. Very disappointed! Unethical business practice.

  Business Response

  Date: 07/28/2023

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

  I have been in receipt of your complaint to the Better Business Bureau regarding your disappointing experience in ************. I appreciate you sharing your feedback and giving me an opportunity to research this matter further.

  The 2023 sargassum (seaweed) season started earlier than anticipated, beginning in February. Historically, the seaweed typically starts at the beginning of spring due to a rise in sea temperature, which accelerates the reproduction of the seaweed. As the days get warmer, the presence of sargassum is expected to increase. Unfortunately, this occurrence of nature is unpredictable and causes conditions to change on a frequent basis. 

  I do understand that this had an impact on your vacation, which I truly apologize for. Upon review of your booking I do see that we offered you a $200 Delta Vacations voucher and also asked to verify if you returned early. If you did return early, we are able to reach out to the property and see if we can get credit for your unused nights. I would also like to offer you ****** *** Miles for the inconvenience.

  Again, I thank you for your feedback. We have already notified the appropriate persons of this issue and without your feedback we would not have had the opportunity to do so.

  Kind Regards,

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

  Delta Vacations

   

  Customer Answer

  Date: 07/30/2023

  In response to Delta Vacations offer.  

  We did request to be moved to another resort and was denied. We also called Delta Vacations Help line and spoke to ****** and she tried to get ** moved as well without any luck.  We wanted to come home but stayed due to the problems of trying to get us rebooked with flights and the hotel offering a one day pass to the other resort to enjoy their beach.  So, we were there from July 1-6, ****.

  I do understand your response about the seaweed and I do realize it is out of anyones control but the fact that there was no beach. Also, the sister resort about a mile away, they allowed us one day pass to enjoy their beach and the hotel employees were cleaning the beach and removing the seaweed (from the shore and water) for the enjoyment of the guest. It actually had pretty blue areas of water that could be enjoyed because they were making it happen. 

  We feel like Delta Vacations agreeing to the dispute I made with my credit card ****************** would be fair.  It would be the total cash we paid out of pocket of $1,161.94.  My credit card company has already put this back in my account.  The loss of the ******* points which equals $2,000 will be taken as a loss to us.  

  We used a total of ******* points (worth $2,000) and paid $1,161.94 - Total $3,161.94 for this trip that was highly recommended by YOUR representative.  We said we wanted to us our points (we had been saving for a long time) to go somewhere to a beautiful beach.  This resort did not even have a beach, it was still under construction and they had just opened (soft opening). I trusted Delta Vacations to guid me and help make a trip very enjoyable, instead I was taken advantage of.  Sending guest to a resort under soft opening, no beach and still under construction, without telling them is failure to disclose which is negligence, misrepresentation and fraud. 

  I have been in talks with Margaritaville Resort about the disappointment as well.  

  Sincerely,

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

  Business Response

  Date: 08/15/2023

  Thank you for your reply, I appreciate the additional information. Have you been successful in your requests to ****************************** I am happy to reach back out to them regarding your disappointing experience and see if they could ***** more leniency. I understand your disappointment regarding the beach and noticed that when we first reached out to them they had advised they would refund unused nights, however, it is my understanding you stayed the full 5 nights, is that correct?

  Thank you,

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

  Delta Vacations

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20284386
  
  Thank you for your response. I have received an email from ******************************  They have agreed to provide 3 nights refund but have not received the total amount from their finance team.   They said they would let me know the total soon.  They did say this was their final offer. I will copy and paste the email from them for you to read at the bottom of this correspondence.

  I want you to understand how I feel and that I am not seeking anything other than someone to make this right. If you can put yourself in my shoes and imagine this happening to you.  

  The Delta Representative recommended this property after I said we wanted a nice beach vacation with beautiful water. But the problem was, there was no beach and the property was still under construction. We tried for over 3 hours to get someone to help us (move to another resort or refund us and fly back home) and no one helped us.  We were told by both the hotel and Delta Vacations Help line ******** that if we left early we would still be charged and there were no other resorts to move us to. So, our only two options were stay at the pool for 5 days or come home and no refund.  So, we did stay and endured the pool until time to leave. We both were so relieved to be coming home. 

  Yes, we did sign vacation agreement because we trusted Delta Vacations and their reputation of great vacations. We never dreamed we would be sold a trip like this. We did elect no travel insurance as we normally never purchase this, we've never needed it.

  In my previous correspondence I told you the amount we spent on this trip of ******* points + $1161.94.  With the total being around $3,161.94. The 3 nights they are offering will not cover the 5 nights purchased.  I would like Delta Vacations to offer at least the out of pocket we paid of $1,161.94 and with them covering 3 nights that will make it around $1,000 we are out.  

  I really do appreciate your time at reviewing this. I would not want this to happen to anyone else.  

  I have attached the email below from *************************************************************************************** you for the kind patience, please be informed that we have been trying to reach out to Delta with no successful, we are willing to honor a 3 nights refund (hotel portion) as final offer, we do understand in regard of the beach, as below mentioned we are in the opening season we are improve everyday learning from all our guests comment.
  
  We are still waiting for the final amount from our financial team. We will get back with the paperwork to sign and send back to obtain the promised.
  
  Warmest regards
  *******************************
  Ejecutivo Customer Service
  
   M  ***************  ext.85270

   

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

  Business Response

  Date: 08/28/2023

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

  Thank you for the additional information. Margaritaville will need to email Delta Vacations to advise of the refund amount so we can process it for you. They can email **************************************** I am willing to offer 1 night in addition to that in the form of a Delta Vacations travel certificate. Once we receive notice from Margaritaville we can get it processed for you.

  I do apologize for the lack of beach at the property, I will make sure to provide this feedback to our sales agents. Since this is a new property, they likely have not received this feedback. Fortunately, I have also received great reviews regarding this property - as most, I'm sure it depends on what travelers are specifically looking for.

  Kind Regards,

  ****

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20284386
  
  I am rejecting this response because: Margaritaville is having me sign a document not to go after any other compensation from anyone including Delta Vacations.  This has been a nightmare from the beginning and the amount is still not reasonable, right or just.  I have stated in my previous responses that to divid the amount paid by 3 would be the right thing to do.  If Delta Vacations had trained their employees better and not take advantage of us, this would not have happened.  We are out ******* sky miles + $1,164.  Over $3,164.00.  

  I am tired of going back and fourth between you and Margaritaville and getting nowhere.  If this is something you're not willing to make right, just let me know so I can move forward with my attorney.  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/26/2023

  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.

  We had a flight leaving on June 19th out of *** at 6am on Delta. We were booked through Delta vacations. We got to the airport at 3am. 3 hours before our scheduled flight at 6am. Only to be told that flight was canceled awhile ago. They didn't understand why Delta vacations didn't let us know. I couldn't reach anyone because the offices didn't open until 7am. It took forever to get a hold of someone. Finally was Re- booked on another flight into *******. Only to be delayed and just made our connect flight. It was so stressful. Don't understand why delta vacations didn't contact me to let me know that flight was canceled. Just for us to sit in the airport for 5 hours.*****************************

  Business Response

  Date: 07/10/2023

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

  I am in receipt of your feedback regarding your disappointing experience with Delta Vacations. Thank you for providing us with valuable feedback and allowing me time to review your booking.

  I do see that it was requested that your contact information not be sent to the airline. This option is given through the booking process and may be something to follow up on with your booking agent, **********. If we have that information, or if you have entered your flight information in the Delta app, you should have been advised of the cancelation. 

  I'm sorry to hear you experienced issues when trying to reach Delta Vacations for assistance. We do have a 34 hour on travel department that is available 24 hours per day, 7 days per week. Upon review, however, it does look like you were able to connect with one of our agents who was able to work with you on booking alternate flights.

  I know what an inconvenience last minute cancelations are and sincerely apologize that you were impacted by this. 

  Kind Regards,

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

  Delta Vacations

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PAID A DEPOSIT OF 400$ ON 1/12/23, AND 3000$ ON 3/3/23. IT WAS FOR A VACATION TO ****************** FROM MAY 3RD TO MAY 10TH. WE WERE PROMISED A HOTEL SUITE WITH A JACUZZI THAT WE PAID EXTRA FOR. RUNNING WATER TO SHOWER AND BRUSH OUR TEETH AS WELL AS USE THE BATHROOM. WE HAD NO RUNNING WATER FOR OUR STAY. THERE ARE PLENTY OF OTHER ISSUES THAT I PROVIDED IN THE *** THAT I ATTACHED. THE RESORT AND DELTA HAVE OFFERED US A 3-NIGHT STAY THAT WE CANNOT ACCEPT BECAUSE OF WORK OBLIGATIONS AND WE DO NOT BELIEVE THAT IT IS SUFFICIENT OR COVERS THE **** OF OUR VACATION. WE DON'T WANT TO EVEN RETURN TO THE RESORT EVER AGAIN AFTER THE EXPERIENCE WE HAD. THERE WERE OPEN ELECTRICAL WIRES IN THE **** THAT I REPORTED SEVERAL TIMES. WE CAUGHT THE ****** AND HIS COWORKER LOUNGING IN OUR PRIVATE ROOM WHEN WE WEREN'T THERE. I PROVIDED PROOF INCLUDING PHOTOS AND MESSAGES AS WELL AS EMAILS ON THE MATTER. I ASKED THE RESORT FOR WHAT I BELIEVE IS A RESONABLE COMPENSATION. EITHER HALF OF WHAT WE PAID FOR THE VACATION ($1800) OR A 7 NIGHT REDO OF OUR VACATION COMPED. PLEASE SEE ALL THE ATTACHED DOCUMENTS IN THE ***. I WAS TOLD BY CUSTOMER SERVICE ON THE ***** THAT SPEAKING WITH THEIR CORPORATE OFFICE EVEN ABOUT MATTERS AS SEVERE AS MINE IS POINTLESS AND WAS TOLD TO SIMPLY REACH OUT TO MY CREDIT CARD TO OPEN A CLAIM WHICH IS UNACCEPTABLE TO TELL A CUSTOMER. I TRIED VERY HARD TO WORK IT OUT WITH THE COMPANIES BUT HAVE GOTTEN NO WHERE. *** SPENT HOURS ON THE ***** AND RESPONDING TO EMAILS WHEN I COULD HAVE BEEN WORKING AND TAKING CARE OF MY HEALTH PROBLEMS. PLEASE HELP ME

  Business Response

  Date: 07/11/2023

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

  I am in receipt of your complaint to the Better Business Bureau in regards to your disappointing experience with Delta Vacations. Thank you for your feedback and giving me time to look into this matter.

  I do see that we reached out to the property numerous times on your behalf working to find a satisfactory resolution. I am sorry to hear you are not inclined to accept their offer of a 3 night return stay certificate as that is what they offered as compensation for the issues that you experienced. I was also able to find a $300 Delta Vacations voucher that was created as a goodwill gesture. I understand that you have requested a 7 night return stay certificate or a refund of 1/2 of what you paid for the hotel. We have diligently attempted to find a resolution for this and I'm sorry to hear the offers haven't been adequate. 

  I am happy to extend the offer of the return stay certificate and the Delta Vacations voucher and would also like to offer you ****** *** Miles as compensation. It is my hope that you will accept this offer and give Delta Vacations another opportunity to provide you with the vacation experience we pride ourselves in.

  Kind Regards,

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

  Delta Vacations 

  Customer Answer

  Date: 07/11/2023

   
  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. How will I receive the points on my skymiles account? Is there any additional information you need from me? 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing regarding my recent experience with Delta Vacations and a Delta Vacations approved excursions/tour commpany *************My family booked a 6 day Delta Vacations package to ****** ****** for June 12 - 18, 2023. My husband and I are under confirmation number ********* My daughter (*****************************) is listed under confirmation number ********* We were part of a group of 3 other families (all under separate bookings).The day after we arrived to our hotel, we were contacted via text by Delta Vacations rep ***** He asked us to meet him at the hotel's excursion office at 9am because he needed to arrange our June 18th transfer to the airport. We were instructed to arrive together. All 12 of us arrived at the appointed time and location. It turned out to be a sales pitch by **** for excursions. Because we had 4 teens with us, the teens were eager to hear more about the excursions. **** mentioned that we should only book excursion through him as he was our dedicated link back to the US. We voiced and explained multiple times that we did not want to travel more than 15 minutes away from the resort. **** presented us 2 excursions that he assured were both less than 20 minutes from our resort.Below is a snapshot of what happened on these excursions: Thursday 6/15/23 ATV and Jungle Tour We were driven in an old and dirty van with poor AC and air circulation DV rep **** told us before we paid that the drive from the resort to the excursion was less than 20 minutes. It took and hour and 20 minutes to get to the excursion and it was due to distance NOT traffic.DV rep **** did not tell us that we would have to surrender our cell phones upon entry DV rep **** did not tell us that hiking and hiking in steep / rocky ******* would be required we had 1 member of our party of 12 that had some physical limitations and took longer to get through the trails; we had no phones with us and no way to alert that rest of our party that we needed to leave.We found out at the end of the excursion why phones were not allowed so that we could purchase photos from our experience from the tour operators. Our group purchased $300 of digital images which we were told would be sent to us within that day. We were later sent an email stating here is the link to your photos but there was no link provided in the email. We spent the next 2 days of our vacation emailing the company and DV rep **** trying to get our digital images even though they already had our money. Friday 6/16/23 ******************** DV rep **** told us the drive from the resort to the pier where we would board the catamaran would take 10 minutes. It took 45 minutes and it was due to distance NOT traffic.Tour providers had the team snorkelling in very choppy and very deep water (7ft deep). We had 2 members who spoke up before hand and said they could not swim, but were assured that it was shallow water. 7ft deep is not shallow and the 2 members of our group were in distress as waves went over their head and water into their breathing apparatus.DV rep **** told us at scheduling of the excursion that it included a buffet lunch, beach chairs and umbrellas we arrived to the beach and were told the beach chairs and umbrellas were not the ones included in our package and that the beach chairs and umbrellas included in our package were in front of the buffet restaurant; which was a 5 minute boat ride from our 1st stop. Our first stop was a 2 hour stop where we were guided on a 5 10 minute walk to a jewelry store (where we were constantly being asked to buy things), then to the back of a jewelry store / gift shop where we were then provided our wrist bands for lunch. Once we had our wrist bands, we had to remain at that part of the beach for 1.5 hours until the boat returned. Beach chairs and umbrellas were $50. We were not told that this 2hour stop would be a drop off so that we could be constantly harassed to buy things, and have to pay for the usage of restrooms. We did not pay addl money for beach chairs because we were told they would be included in our excursion. This was a LIE.We finally made it to the 2nd stop by boat which was the buffet (if you can call it that). The food was cold, and obviously over cooked and not the least bit appetizing. Our server visited our table twice and spoke no English. However, as we were about to leave, she brought over a sign in English requesting a tip. After we left the buffet, we went to the area where we were told the beach chairs and umbrellas that were included in our excursion price would be. There were no chairs and no umbrellas they were all occupied. Our party of 12 paid to have these items and did not have access to them. Each family of 3 paid $729.30USD for these 2 excursions (for a grand total of $2917.20). We feel were scammed as we were not given the full story of what the excursions entailed and did not receive what we were told we would receive.I would appreciate a call to discuss this further as I feel we deserve refunds for this abhorrent behavior. We trusted Delta Vacations to provide reputable companies for us to deal with.

  Business Response

  Date: 06/23/2023

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

  I am in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations. I appreciate your feedback and giving me the opportunity to further look into this matter for you.

  I am so sorry to hear about your negative experience with your excursions, Upon review of your booking I do see that you have made contact with some of our associates who reached out to Traffic tours so we can work on a resolution for this matter. I will ensure one of my ************* associates reaches out to you directly next week.

  Kind Regards,

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

  Delta Vacations

• Initial Complaint

  Date:06/12/2023

  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.

  5/4/23 P55/4/23 Paid for a wedding vacation. Says it is fully refundable before 6/14/23. The wedding was canceled Therefore, there's no reason to attend. I would like my full refund of $1453

  Business Response

  Date: 06/13/2023

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

  Thank you for your valuable feedback. Upon review of your booking, I am not seeing that this booking has been canceled. I would recommend reaching out to your travel advisor, ***, at AAA ************** He will be able to advise you of any penalties and take care of cancelling the booking for you.

  Regards,

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

  Delta Vacations