ComplaintsforDelta Air Lines

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Monday July 22nd I had a Delta flight booked from **********, ** to ******, **. I went to the airport and paid $35 for my baggage fee. They directed us to the gate where we sat for a few hours. They kept delaying the flight without showing it was delayed until, "Surprise!" It is canceled. I waited in a line at the gate for over an hour. When I was three people from the front they closed the gate and redirected to Baggage Claim. I waited there for over 2 hours to talk to someone who said they cannot give a refund and for my bag to make it back to the airport. They told me to go wait on another long ticketing line or call. I tried to call and was on hold for over an hour without reaching anyone. I would like my money back for the baggage fee for the flight that never happened.

  

  Business response

  07/24/2024

   

  We have received a copy of your complaint from the Better Business Bureau regarding your disappointing experience with us. I appreciate the opportunity to address your concerns.
  
  I'm sorry we haven't been able to resolve your concerns to your satisfaction. After review, we were not able to see a ticket number associated with your bag fee. However, We will be processing your bag fee reimbursement payment of $30.00 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:
  
  {!CONTACT.MAILINGADDRESS}
  **************************************************************************
  US
  
  You will need your six-character flight confirmation number to claim your funds. Information on how to find this Confirmation Number is below.
  GUTLL5
  - 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
  RECENT
  JPM ACH
  
  I've included a copy of our responses for the BBB files. Thank you again for sharing your concerns. We value your support and hope to have the opportunity to better serve you. 
  

  Regards,

  ******* M

  Customer response

  07/24/2024

   
  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. I thank you for the $30 as it may have been registered under my wifes name for the baggage. I am pretty certain that I threw out the receipt due to frustration at the airport.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delta stole my phone, threw it out or sold it. I use a Blu G93 for my job. I had it when I board the delta flight. I used it to communicate with my job on the plane I was supposed to start work at 2 cause my initial flight was suppose to arrive at 12:30 pm but due to delays I arrived home later. (I even played games on it for a lil bit). I thought I put it in my bag but I didn't see it when I got home so I believe I left it in the seat porch or it fell on the floor.. while on the flight. I went back to the airport, I called them, I filed a missing report, Delta still haven't return the phone. The phone was disconnected the minute I reported it missing

  

  Business response

  07/23/2024

  Hello Malide,
  
  We have received your complaint filed with the Better Business Bureau regarding your lost phone. I am happy to address your concerns.
  
  Its so easy to leave behind something important while flying and Im sorry this happened to you. If you left an item onboard a Delta flight, within a gate area or in a ********** please report the lost item and well do our best to get it back to you. If they are unable to locate your phone, please make sure you file a reimbursement claim online at Delta.com.
  
  Thank you for writing in. We appreciate your feedback.
  
  
  Regards,
  
  Unique Brown

  Customer response

  07/23/2024

   
  Complaint: 22029310
  
  I am rejecting this response because: I already filed a claim online. My Lost Item Report Number is *******. They told me they couldn't find it. Delta's websites doesn't allow consumers to file reimbursement for items that are left on their plane that their workers discard or kept... It only allows people to file reimbursement for transportation, hotels and meals. 
  
  Sincerely,
  
  Malide Coulanges

  

  Business response

  07/23/2024

  Hello Malide,
  
  If you lost an unchecked item onboard a Delta flight, in the Delta gate area or at a Delta ********* we will make every effort to return it to you as quickly as possible. Please report your lost unchecked item using the lost item form. ****************************************************************
  
  For any items left at the *** security checkpoint, please call the *** at ************ or visit tsa.gov for more information.
  
  Regards,
  
  *****************************
  Customer Care
  Delta Air Lines

  Customer response

  07/23/2024

   
  Complaint: 22029310
  
  I am rejecting this response because: I already reported lost on the plane and you guys did nothing. This is why I'm turning to the BBB now for answers. The report number is 2309243
  
  Sincerely,
  
  Malide Coulanges

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/12/24, I booked an unaccompanied minor flight for my daughter, *************************, for 7/19, conf #JQKST9. I paid for the flight and the unacc minor fee. ****** was to fly home on 7/19 so that she had time to prepare for summer camp on 7/21. Camp has been booked since March 2024. About 4 hrs before take off, ******'s flight was delayed by 2.5 hours and then shortly later, it was cancelled. Unaccompanied minors were blocked from traveling until 7/21 as well. I sat on hold for 4 hrs waiting to speak to someone at Delta. When I finally got someone on the phone, they could not get me a new Delta flight in time for ****** to get back to ** for camp. They were able to transfer ****** to a United Airlines flight on 7/21 that departed ******* at 9am and arrived in ****** at 10:13am. Summer camp drop off was at 3:30pm on 7/21, she was going to make it! 7/21 arrives and ******'s grandma takes her to DTW to get checked in and get on the plane. They never made it passed the check in desk. United Airlines said they see the confirmation but funds were never sent with the transfer from Delta so they sold her seat. Now the plane was completely booked and since Delta did not properly transfer to United, there was nothing United could do to help us. My 11 year old daughter was hysterical and all I could do was talk to her on the phone because she was in ******* and I was in **. I called Delta and they put her on a new flight for 7/22 from 9am to 10am. I accepted. I called off work so I could pick her up and take her to camp 1 day late. 11:31am on 7/21 I get a notice that unacc minor travel is postponed until 7/24. Later in the day I get another notice, the flight was cancelled as well. I called Delta and demanded a refund and reimbursement for camp. They processed the refund for the minor fee, but not the flight nor the camp reimbursement. My daughter is STILL stuck in MI at this time! She is missing camp and still can't come home. I need these funds so I can travel to pick her up!

  

  Business response

  07/23/2024

  Hello *******,
  
  
  We have received your response from the Better Business Bureau regarding travel for ****** departing *******, ** on July 19, 2024. I am honored to respond to your concerns.
  
  After reading your complaint, I can understand why you felt the need to bring this issue to our attention. As you may know, our airline has been impacted by the Global IT outage as many other industries have been impacted as well. At Delta we take pride in being an on-time airline. We understand that you have a schedule to maintain and when our flights do not operate as scheduled this will adversely affect you. Please accept our sincerest apology for the inconvenience caused.
  
  I'm sorry your daughter's summer camp trip was negatively impacted. Despite the disruption on July 19th, our operation should have been back to normal operating standards. This is certainly not the experience we want her to have when she is scheduled to fly with us. Please be assured that I will be sharing your comments with our Flight Operations leadership for internal review. Your experience will help us to improve our processes and ensure that your comments are addressed. 
  
  Currently, your daughters reservation shows active and scheduled for travel tomorrow departing DTW at 6:35a to DEN via SLC. I assume this is the reason why no refund has been issued. If this new flight option is not suitable, please confirm you would like to cancel and refund for remaining value. Sadly, summer camp expenses or any pre-paid expenses are non-reimbursable. 
  
  While I can't change your experience, I know we fell short of your expectations. As a tangible form of apology, Im issuing a Transportation Credit Voucher for $200 to each of you. 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.  
  
  Thank you for the opportunity to review this matter with you. We appreciate your business and we look forward to welcoming you onboard Delta again soon for a more pleasant flight experience. 
  
  
  Regards,
  
  ***************************
  Customer Care
  Delta Air Lines

  Customer response

  07/23/2024

   
  Complaint: 22027415
  
  I am rejecting this response because: I accept the credits in lieu of reimbursement and appreciate that. I would like the flight refunded to the original payment method as discussed with customer support on the phone. We have already made other arrangements to get ****** home to ********. Once the refund is issued, I will accept the response and close this case.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/23/2024

  Hello *******,
  
  
  We have received your response from the Better Business Bureau regarding travel for ****** departing *******, ** on July 19, 2024.
  
  I have cancelled your daughter's travel with us and forwarded your ticket to Passenger Refunds, so you can receive a full refund. Our ****************** will follow up with you in a separate email. We make every effort to process refunds within 7 days.
  
  Thank you again for allowing us to respond to your concerns.
  
  I've included a copy of our response for the BBB files.
  
  
  Regards,
  
  ***************************
  Customer Care
  Delta Air Lines

  Customer response

  07/23/2024

   
  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

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a Delta reservation, GBTKJA, and I paid for one seat of the six travel legs. Three other seats were of no charge. I went to look at what I needed to do for the other seats n a message canceling all seats popped up. I did not cancel my current four seats and their phone number advises you to hang up if your not traveling in the next 72 hours. I tried email to contact them with no access provided to do that on the internet I'm at a loss because I'm afraid I'll be charged twice. I also need to request seats for two more legs of the trip and delta previously said to contract Air France. Air France said they can't do it and to ask Delta. Please, someone help me get this resolved.

  

  Business response

  07/23/2024

  Hello *******,
  
  
  We have received your response from the Better Business Bureau regarding your seat assignments for upcoming travel to *******, ***** on January 7, 2025. I am honored to respond to your concerns.
  
  After reading your complaint, I can understand why you felt the need to bring this issue to our attention. It appears all segments have seat assignments except for ****, ** to **************, ** segment and *******, ***** to *****, ****** segment. Concerning the Delta operated segment from RNO to SLC, seats should be available for selection via web or mobile app. Due to the recent Global IT outage, Delta reservations team has been focusing on passengers immediately impacted by this incident. As of today, our reservation team is back to servicing all passengers via phone. 
  
  Your NBO to CDG segment operated by ************* does not show a seat selection as well. We are unable to make seat selections on their aircrafts, you will have to contact ************* with confirmation number 3BLH2V to make a seat selection.
  
  Thank you for allowing us to respond to your concerns.
  
  I've included a copy of our response for the BBB files.
  
  
  Regards,
  
  ***************************
  Customer Care
  Delta Air Lines

  Customer response

  07/23/2024

  I just want to verify ) I still have the four segments seats for the Delta I had from the Fri. Booking because they were paid for already. I see a bill for the seats but I've already paid? Delta flight 1650 will not let me select a seat, Delta flight 220 is seat 44H, Delta flight 8208 is seat 21H  2) Kenya Airlines has told me since this ticket was booked through Delta, they were the only ones who could allow people to reserve seats. 3) I see a charge for 19 dollars for a seat from  reno to **************, is there an economy seat that is free of charge or do all seats cost extra and I have another charge for 125 dollars for a seat from ************** to **********************************************************. I don't want to pay that when I've already paid ***** dollars for the plane ticket. I just want two aisle seats. This doesn't make sense. 

  

  Business response

  07/24/2024

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 8208,operated by Delta Codeshare Partner Air France from ***** to ******* on January 8.  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 pay a seat fee you werent expecting.  I regret that this was your experience.
  
  Seat fees and baggage fees are governed by the operating carrier. In this case, Air ******* rules apply.  Ive have forwarded your comments to our Codeshare Operations leadership team for review. Please know before you go, that Air France also charges for carry on bags.
  
  *******, thank you for making Delta Air Lines your airline of choice since 2023!  We appreciate your loyalty as one of our SkyMiles members and we look forward to the opportunity to serve you again.
  
  ***************************
  Customer Solutions Supervisor

  Customer response

  07/24/2024

   
  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

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a flight scheduled for June 21, 2004; however, it was cancelled just a very few hours prior to the departure time. I tried to get a quick resolution (same-day flight change) and it was impossible, the only option was 3 days out. This was not going to work since I had came down for vacation with my daughter and had to return her Sunday (June 21) evening, and had family court for her on Tuesday. I called customer service and they had no empathy I told them I could get arrested for not returning my daughter on time and they dismayed my pleas. I was in tears and asked for a supervisor and my request was declined. I had to purchase a new flight through Southwest since DELTA failed to deliver service, placed me in a very compromising situation and might get arrested if my daughters mother does not accept this was out of my control. Delta did a horrible job handling this situation and cost me additional fund and expenses on this matter. Here is my trip number GQMPFD

  

  Business response

  07/23/2024

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on Delta.  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 cancellation.  I regret that this was your experience.
  
  I was hopeful that we would be able to resolve this issue in a timely manner.  Unfortunately, we are unable to address your concerns without a confirmation number, or a ticket number from your June trip. The confirmation number you gave us was for a trip in July.  Once you retrieve this information for the June trip, feel free to reply.
  
  ********, thank you for making Delta Air Lines your airline of choice!  We appreciate your business, and we look forward to the opportunity to serve you again.
  
  ***************************
  Customer Solutions Supervisor

  Customer response

  07/23/2024

   
  Complaint: 22024087
  
  I am rejecting this response because: i mistyped due to frustration and honestly this is causing tons of stress. The return/cancelled trip is from July 21, 2024. The confirmation number is the one previously provided (GQMPFD). Also, it is unacceptable to offer a flight 3 days out regardless, of a situation. I am viewing how delta is still having these issues, and people are being stranded, like myself, and having to come out of pocket to get themselves home, or next destination. This level of unreliability is unparalleled - and the situation I am having to deal with is certain far beyond what was expected. I chose delta because of reliability and to avoid the mayhem, yet this is what I have had to endure and encounter. Please rectify this by approving my request and reimbursing my additional expense/cost
  
  Sincerely,
  
  ***************************

  

  Business response

  07/23/2024

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 2454 from ***** to ******** on July 18.  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 when you were eager to get to your destination.
  
  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. Although we do not offer refunds on other airlines tickets, Ive submitted your unused tickets to our ****************** for processing. Be advised, processing can take up to 10 business days. 
  
  ********, thank you for making Delta Air Lines your airline of choice!  We look forward to the opportunity to serve you again.
  
  ***************************
  Customer Solutions Supervisor

  Customer response

  07/23/2024

   
  Complaint: 22024087
  
  I am rejecting this response because: It is the minimum Delta should do and also per DOT and for the situation I should, at the very minimum, be compensated an eCredit of the amount spent on my account. I will continue to escalate such issue if not resolved because Delta is not obviously taking care of passengers or looking to remediate situations. If anything just refund partially. I need a full ticket refund - I did not sign up to be stranded and have to purchase a new flight due to Delta's unreliability. Other airlines were flying, but Delta was not. I had options of Spirit, United, and Southwest, however, Delta did not fly. I need Delta to rectify this the correct way because just throwing partial or actually giving any sort of compensation outside of the (full) refund not just the return flight I will peruse to continue to write and reach out to my congress man on this. The understanding would be if this was out of Delta's control, but it was not, it is under your control to do right or fly your paying customers. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I understand there was a national outage on Friday, 7/19 that impacted several airlines. Despite this, my Delta app told me my flight was on time all weekend and ready to fly. As did the screen at the airport in on my flight date of 7/21. I woke at 3am. My flight was to leave at 6. the flight I was taking was to meet my sister in ****** after she gave me a kidney and full kidney transplant- I needed to have a car take me. My 6am flight was canceled at 5:30am the same day - after I went through security at the gate. Some questions-1. Why did Delta not share this was possible and how it was being addressed? They knew this was possible for 48 hours and said my flight was on time. 2. Why was there only one agent who responded to people with comments like why dont you watch the news and things happen 3 why did the app tell me my wait to speak to Delta was 759 minutes? Is this effective customer service 4. Why when I called Delta I was told someone will speak to me in 18 minutes and I finally hung up after 3 hours no answer ?5. Why will Delta not take into account this trip is about a kidney transplant that has made local news instead of telling me you are getting your money for the flight back. That is our only obligation. ( This is after I received 1 message back from Delta on social media as I have 5000 friends. Odd 6 I am a sky miles member. Why lose a loyal customer by doing the bear minimum and not even offer SkyMiles or an upgrade on my next flight.? , A billion dollar company simply does not care about my dignity as a passenger 7. I was asked what my passenger rights were and to be furnished a copy. Both the agent and her supervisor had no idea what I was talking about. This will be my first step. I hope Delta does the right thing, but sincerely doubt it after today. A trip of a lifetime with a sister who saved my life was ruined, and there is nothing but silence and cold corporate circling the wagons by Delta.

  

  Business response

  07/22/2024

  Hello ******,

   We have received your complaint filed with the Better Business Bureau about your travel experience from ********** to ***************** on July 21st.We sincerely apologize for the inconvenience and disruptions to your travel plans caused by the global outage of one of our IT vendors. We are working diligently to restore normal service and operations and we greatly appreciate your patience with us as we try to accommodate all of our affected customers. I am disappointed to hear our agent was neither helpful nor professional. Please accept our sincerest apologies for their behavior as this is not in alignment with our customer service standards. I will forward your feedback to our Airport Customer Service Leadership team for internal review. Your feedback is so important to us.Passengers who elect to travel on other airlines are entitled to a refund of the unflown portion of their ticket. In this case your ticket was slated to fly out July 21, 2024. If you wish to cancel your ticket please contact our *********************** at ************** and a Specialist will be happy to assist you in refunding your ticket. While we share your disappointment, please be advised Delta is unable to reimburse for pre-paid travel expenses. If you incurred any meal, hotel, or ground transportation (to/from hotel) expenses, you may submit those receipts to us for reimbursement consideration. Customers who rebook on other airlines or use alternative means of transportation to their final destination may request a refund or a flight credit for the unflown portion of their trip, but other airline tickets, rental cars, or ground transportation to your final destination are not reimbursable.As a goodwill gesture, Im issuing an Electronic Transportation Credit Voucher of $200.00. Youll receive the voucher number and associated Terms and Conditions in a separate email within 3 days. (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.   

  Regards,

  ******* Jobs

  Delta Air Lines

  Customer response

  07/22/2024

   
  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

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 5th, I booked a flight with Delta Airlines DL0314. On July 20th, approximately six hours before the scheduled departure, Delta canceled the flight. According to their commitment, Delta should have provided reasonable accommodation or alternative flight options within a reasonable timeframe. However, their app and website only offered a refund, displaying errors when attempting to search for alternative flights.I made multiple attempts to contact Delta customer service, spending over three hours on hold and receiving no response via text. Faced with the urgency of my travel plans, Delta's lack of support, and no ability to book accommodative travel, I booked a flight on United Airlines departing within two hours of my original Delta flight, incurring an additional cost of $1001.36.When I eventually reached Delta via text, they offered a refund for the canceled flight and a $100 voucher. This solution is inadequate given the significant inconvenience, extra expenses I incurred, and sincere attempt I made to re-book with Delta in the app/phone/text. I had no choice but to book another flight, as Delta failed to fulfill their commitment to provide reasonable accommodation.The nature of the dispute is Delta's failure to offer reasonable rebooking options or timely customer service following the cancellation of my flight. Their only solution was a refund and a nominal voucher, which does not compensate for the additional costs and inconvenience caused by their inadequate response.Delta has made no further attempts to resolve the problem beyond the refund and voucher offered. Given the circumstances, I am requesting a reimbursement for the cost of the United Airlines flight, which I had to book due to Delta's failure to provide an acceptable alternative. I look forward to a resolution that addresses the inconvenience and additional costs incurred due to Delta's actions.

  

  Business response

  07/21/2024

  Hello *******,

  We have received your complaint filed with the Better Business Bureau about your travel experience from ****** to ************* on July 20, 2024.We sincerely apologize for the inconvenience and disruptions to your travel plans caused by the global outage of one of our IT vendors. We are working diligently to restore normal service and operations and we greatly appreciate your patience with us as we try to accommodate all of our affected customers. Passengers who elect to travel on other airlines are entitled to a refund of the unflown portion of their ticket. In this case your ticket has been exchanged to fly out July 21, 2024. If you wish to cancel your ticket and travel on another airline please contact our *********************** at ************** and a Specialist will be happy to assist you in refunding your ticket. While we share your disappointment, please be advised Delta is unable to reimburse for pre-paid travel expenses. If you incurred any meal, hotel, or ground transportation (to/from hotel) expenses, you may submit those receipts to us for reimbursement consideration. Customers who rebook on other airlines or use alternative means of transportation to their final destination may request a refund or a flight credit for the unflown portion of their trip, but other airline tickets, rental cars, or ground transportation to your final destination are not reimbursable.As a goodwill gesture, Im issuing an Electronic Transportation Credit Voucher of $100.00. Youll receive the voucher number and associated Terms and Conditions in a separate email within 3 days. (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.   

  *******, thank you for being a valued part of our SkyMiles family. We truly apologize for the disappointment we've caused you and we will work hard to ensure this does not happen again in the future.

  Kindest Regards,

  ******* Jobs

  Delta Air Lines

  Customer response

  07/21/2024

   
  Complaint: 22020131
  
  Hi,
  
  
  Thank you for the response. I would like to make an appeal to your logic here - I did not elect to fly on another airline, but was forced to due to the fact that at the time of cancellation the Delta app and website offered absolutely no flight options. I stress - Delta did not provide a means of transportation to me to get home. I am a graduate student moving across the country and needed to be home to continue the move. My assumption, having felt with Delta in the past, is that Delta would be understanding of this fact, recognise that they did not offer any means of transportation and reimburse what I consider to be a very reasonable expense. Delta would have been on the hook for 3 nights in a hotel in ****** with means, which far exceeds the sum I am kindly asking for. 
  
  
  I was given confidence that Delta would help me because on the *** website it says that you are committed to booking on other airlines. I was on hold with Delta for 3hours, and waiting by text for 4, and no one replied to me to help me, while I found the last available seat on a United flight that was in the same fare class and reasonably priced. If I hadnt done that delta would have been on the hook for much much more money with hotels and means for potentially many nights. 
  
  
  I attach several screenshots of conversations I had with your delta reps, saying that the next flights were 4 days away, and your app and website showing no flights at the time of cancellation. Further, the supervisor ***** said that Delta would be able to take care of me in this situation. 
  
  
  I am begging you to understand the situation I was in, with delta not offering me a means of transport within many days, and not able to help me because of hold times. I truly made a sincere effort to go through your process but was forced to find another way to get home. Please reconsider reimbursing me for the fare difference  of my flight. 
  
  
  ****************************;

  

  Business response

  07/25/2024

  Hello *******,
  
  We have received your complaint files with the Better Business Bureau regarding the IT Outage on July *****. On behalf of Delta Air Lines, please accept my sincere apologies for the inconvenience caused by the flight delay.
  
  After researching your ticketing information it shows, a refund $99.48 was issued back to your original form of payment, **** Card ending in 2880.
  
  In light of the new changes Delta Air Lines has put in place. We will be processing your payment of $901.88 via Automated Clearing House (ACH) transfer. The difference between your refunded fare from Delta, and the new ticketing fare from United air Lines.
  
  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. Information on how to find this Confirmation Number is below.
  
  - If you are a SkyMiles member, you can find your flight confirmation number for past trips in your Account Receipts page. **************************************************************************************
  - If you are not a SkyMiles member, please refer to the flight confirmation email that you received at the time of booking.
  - If you didnt book your trip directly with Delta, please contact the issuing party or agency to find your Confirmation Number
  Kindest *********************************************************** Supervisor
  Delta Air Lines

  Customer response

  07/25/2024

   
  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

  07/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 7-7-24 I was travelling with a companion and upon check in his credit card was charged ***** for his one bag and another ***** for my bag. charged to my companion's credit card. I informed the rep that I was not used to paying for one checked bag due to having a Delta Skymiles Card. He informed me that there would not have been a charge for either bag if he had known that I had this card. He advised me to call customer service and it would be refunded. I did, and a ticket was generated and today I received an email informing me that ***** would be refunded to the card ending in 8163 that had been charged *****. My companion was ***********************. I have been on the phone for 1 hour and 36 minutes waiting for a rep to talk to. I also responded to the emial I got today with this question and received a response about ***** being refunded, no explanation to the original question as to why. I have now been on hold now for 1 hour and 43 minutes. This is unacceptable.

  

  Business response

  07/20/2024

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding your checked bag fees. I am happy to address your concerns.
  
  As a AMEX Gold Card member, you can check your first bag free on Delta flights booked with your Card. Reservation must include the SkyMiles number of the cardholder or AMEX card must be presented at the time of check-in. Regrettably, since neither was done in this instance, we're unable to reimburse your for your checked bag fees. I'm sorry to disappoint you with this.
  
  Thank you again for writing in. We appreciate your feedback.
  
  Regards,
  
  Unique Brown

  Customer response

  07/25/2024

   
  Complaint: 22019118
  
  I am rejecting this response because: Was charged *****/ ***** per bag. Why was only one bag charge refunded? Was told by agent that both would be refunded. When leaving ******* back to *******, both bags were checked with no charge due to me having a sky mile credit card.
  
  Sincerely,
  
  *************************

  

  Business response

  07/25/2024

  Hello *******,
  
  Thank you for contacting us. Your time is valuable and Im sorry you felt you had to write back. I have gone over what happened once again and now I see that your experience does deserve extra attention. 
  
  Upon further research, I don't show any remarks on your itinerary stating that a refund for your baggage fees were approved. Please call Delta Reservations at ************** for an agent to assist you.
  
  Once again, we appreciate your feedback.
  
  Regards,
  
  Unique Brown

  Customer response

  07/26/2024

   
  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

  07/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a delta airlines flight out of *** to ******* on Saturday, July 20th that was supposed to leave at 10:12pm. After getting to the airport when I was supposed to I was told the flight would be delayed. It kept getting delayed due to a pilot not being here until we were at a 4 hour delay. I was never offered a meal voucher or anything for the inconvenience. I had to cancel a dinner reservation for the night due to the delay, I had to board my dog early in the morning which cost more than if I would have done it later in the day. I had to pay for food in the airport which costs more than outside of the airport. I would like compensation of some kind for the inconvenience of having to pay for boarding my dog, and eating in the airport. Time is valuable and I know that delta airlines knows this but didn't bother to provide adequate customer service to help their customers be more comfortable in a very uncomfortable experience.

  

  Business response

  07/20/2024

  Hello ******,
  
  We have received your complaint filed with the Better Business Bureau regarding your cancelled flight due to an outage. I am happy to address your concerns.
  
  We sincerely apologize for the inconvenience and disruptions to your travel plans caused by the global outage of one of our IT vendors. We are working diligently to restore normal service and operations and we greatly appreciate your patience with us as we try to accommodate all of our affected customers.
  
  I understand that you are seeking compensation. While we are unable to cover any pre-paid expenses such as per care, I show that you and your travel companions were issued a $100 Electronic Travel Voucher for the inconvenience. You should receive the voucher numbers and associated Terms and Conditions in a separate email within 3 days of issue. (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.
  
  Expense Reimbursement
  If you incurred any meal, hotel, or ground transportation (to/from hotel) expenses, you may submit a complaint online at Delta.com attaching those receipts to Delta Customer Care for reimbursement consideration. Customers who rebook on other airlines or use alternative means of transportation to their final destination may request a refund or a flight credit for the unflown portion of their trip, but other airline tickets, rental cars, or ground transportation to your final destination are not reimbursable.
  
  Thank you again for writing in to us. Your feedback is appreciated and will be forwarded to the appropriate leadership team.
  
  Regards,
  
  Unique Brown

  Customer response

  07/20/2024

   
  Complaint: 22019111
  
  I am rejecting this response because: $100 is not enough to compensate for not getting a refund for my rental car, not getting reimbursed for my pet sitter, and for not getting a flight until 2 days later than I was planning on leaving. I have been waiting in the customer service line for 2 hours for my flight to be rescheduled. I have been in the airport since 8am and am still here at 6pm and am not even close to the front of the line. $100 feels like a slap in the face for this inconvenience. 
  
  Sincerely,
  
  ************************************

  

  Business response

  07/21/2024

  Hello ******,
  
  Thank you for writing in to us again. Your time is valuable and Im sorry you felt you had to write back. I have gone over what happened once again and now I see that your experience does deserve extra attention.
  
  I understand that you are seeking additional compensation for the delay of your flight DL 867. For reimbursement consideration please see below:
  
  Expense Reimbursement
  If you incurred any meal, hotel, or ground transportation (to/from hotel) expenses, you may submit a complaint online at Delta.com attaching those receipts to Delta Customer Care for reimbursement consideration.

  While we share your disappointment, we hope you understand we are unable to consider reimbursement for pre-paid expenses or intangibles, such as other airline tickets, unused hotels, car rentals, recreational tickets, lost wages/income, child/pet care, or loss of time in these instances. Accordingly, we are unable to honor your request. We realize this is a disappointment, and trust you understand our position.
  
  Regards,
  
  Unique Brown

  Customer response

  07/21/2024

   
  Complaint: 22019111
  
  I am rejecting this response because: Delta is not being customer service oriented. No one at LAX offered us anything for our troubles citing that since it was due to the IT outage they don't owe us anything. Our flight continued to announce it was a pilot issue for the delay. We had people on our flight be denied accommodations because it was due to the IT issue. The fact that I was only offered $12 per person after sitting in the airport for 6 hours and 1 hour before the flight was cancelled is horrible. This is unacceptable and I know a lot of other passengers with be filing formal complaints with the BBB and the higher *** at Delta. This was a known issue since the IT outage happened Thursday night and you continued to tell customers flights would be on time until 30 minutes prior to boarding. When I went to the counter I was told Delta would not reimburse us for any of our non-refundable tickets at our destination. We can't get to ******* until Tuesday which is 3 days after we were supposed to get there. Delta ruined our trip/plans and they are not taking accountability for anything. This is unacceptable.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a trip for my parents from *** to IAD (Confirmation GKSW4H). A few days before the flight, I checked the Delta website and saw that one leg of the flight had been cancelled. No notice had been provided by Delta and thankfully I checked. They re-booked my parents onto a flight from *** to IAD. However, when my parents arrived at ************ they were told by the flight operator (KLM) that my parents were booked on the flight but Delta had not 'issued the tickets'. When the operator got in touch with Delta, they insisted that we needed to seek a refund via our travel agent (even though we never used one). My elderly parents were left abandoned in the airport, not warning was given on any of the issues, and no refund is being provided.

  

  Business response

  07/20/2024

  Hello ***,
  
  We have received your complaint filed with the Better Business Bureau regarding your parents' trip. I am honored to have the opportunity to respond to your concerns. However, our confirmation numbers are recycled and I am unable to find anyone with travel from *** to IAD under this confirmation number. Please provide their names and date of travel so I can fully address your concerns.

  
  Ben, I look forward to your response
  
  
  Regards,
  
  ****************************

  Customer response

  07/20/2024

   
  Complaint: 22017985
  
  I am responding to the message from Delta. The passengers were ******* and ***************************************. 

  Because Delta refused to re-book them, with the stress of waiting in the airport for hours this morning (the airport staff had to bring my father a wheelchair) they booked an alternative flight. This has cost them a fortune (see attachment 3). Please see the following attachments in order:

  - Receipt for original trip

  - Cost of seat allocations for flights not taken

  - Details of their new flight cost

  I am looking for reimbursement of the cost of the seat allocations and the cost of the new flight. Alternatively, I will accept the full cost of their round trip. 

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

  

  Business response

  07/21/2024

  Hello ***,
  
  We have received your response from the Better Business Bureau regarding the information requested. After review, I do not see any notification of a cancelled flight in your parent's reservation either. However, since both flights were on ***, I am unable to determine why they were cancelled since Delta does not have access to their flight delay program. 
  
  I will be happy to request refunds for both tickets upon your approval. I'm sorry this was their experience and they were left abandoned. I have sent your comments over to the *** leadership team for review. They will use your feedback for training purposes.
  
  ***, thank you for allowing me to respond to your concerns. I look forward to hearing back from you regarding the refunds.
  
  
  Regards,
  
  ****************************

  Customer response

  07/21/2024

   
  Complaint: 22017985
  
  I am rejecting this response because:

  My parents were booked on the the flights but KLM informed them that Delta had not issued the tickets. The flight was not cancelled but my parents couldn't board because Delta had not issued tickets 

  KLM called Delta but it took hours before Delta answered and the flight had departed. Instead of rebooking my parents, Delta said they needed to claim a refund and left the. To book a whole new flight 

  Delta had a legal obligation to rebook them but did not. We need the cost of their new flight reimbursed, which was a little over 3800. We are also owed the cost of the seat assignments. See attachments. Passing the buck to KLM will not fly.

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

*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. ↩