Complaints

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

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• 

  Delta Air Lines

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

  
• 

  ASA/Delta Connection

  10801 Airport Blvd. Amarillo, TX 79111

• 

  Delta Air Lines, Inc.

  Po Box 75027 Cincinnati, OH 45275

• 

  Delta Air Lines

  3443 N. Central Avenue #916 Phoenix, AZ 85012

• 

  Delta Air Lines

  10507 W HEATHERBRAE phoenix, AZ 85037

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

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 27, 2025, I booked a round-trip flight from *** to *** from Thursday (March 27) to Sunday (March 30). The trip departed from *** on flight DL330 to ***. When DL330 experienced a brief delay, I missed my connection from ATL to MEX (DL799). I then visited the Customer Service help desk. At the desk, the representatives told me that they could book me on another Delta flight (DL585) departing at 4:50pm. I was quite disappointed in that option, since it was only 9:20am at the time, and therefore an airline-caused delay of only 20 mins would lead to more than a 9+ hour delay. The Customer Service desk representatives had me use the service phone there to speak with several Delta representatives. They could not find an earlier arriving flight into *** that day. However, given the nature and brevity of the trip, it was important that I arrive ASAP. I found another United flight departing *** at 11:22am. Both the two desk agents and the two representatives on the phone instructed me to cancel my Delta leg (ATL to MEX) flight, and to rebook myself on a United flight. They said that after the completion of my trip that Delta would cover the difference in cost between my original leg that I canceled and the new flight. This was repeated time and again before I committed to doing so, otherwise I would have waited out the day in ***********, after submitting my reimbursement request, Delta has denied it. They say that it is their policy to reimburse for the Delta flight that I did not take, but not the new one. However, this contradicts everything that I was assured on the day-of. I would not have incurred a $746.58 cost without the assurances that I received, again from 4 different Delta staff. I am quite frustrated that in my discussions since with Delta, they have acknowledged that I received incorrect info but are not willing to correct the mistake that their staff made with reimbursement.

  

  Business Response

  Date: 04/17/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 330 from ********** to ******* on March 27.   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 delay which caused you to miss you connection to ************
  
  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.
  
  Per our customer commitment,Delta provided transportation options the same day of travel. Although we do not refund tickets purchased on other airlines, Im happy to see that a refund is being processed for the un-flown portion of your Delta ticket.
  
  ********, thank you for making Delta Air Lines your airline of choice!  We appreciate your loyalty, and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23212308
  
  I am rejecting this response because: While I understand Delta's policy as they've explained it now, this differs from the policy that was explained to me on my day-of travel. Their policy was miscommunicated by 4 separate Delta employees, which directly led me to incurring significant costs. I repeatedly sought confirmation that my expense would be reimbursed before canceling the *** to MEX leg of my trip -- both from the the in-person desk agents and from the phone agents (these conversations are recorded for training purposes, so I'm sure they could check and hear me ask time and again). What I am arguing is that they recognize that poor training and mistakes by their staff led to this customer expense. Customers are beholden to booking staff's guidance when making decisions about their plans, and I was mistakenly instructed about what would be the best option for my travel. It is unacceptable that their staff be so poorly trained that it cost me this money. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 04/17/2025

  We have received your complaint filed with the Better Business Bureau. 
  
  Your time is valuable and Im sorry you felt you had to write back. I understand that you are dissatisfied with the resolution provided. Please know that we have consistent policy to follow and ensure that we are fair to everyone who travels with us. We appreciate your understanding in this regard.
  
  I know you are disappointed, but I have gone over this experience again and I am sorry we arent able to resolve this matter to your satisfaction. We would have much preferred to please you, and Im sorry.
  
  ********, we know when you travel you have a choice, so thank you for choosing Delta! We certainly hope you allow us another opportunity to provide the excellent service we are known for. Thank you for understanding and have a great day!
  
  ******* C *****
  Customer Care Supervisor

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23212308
  
  I am rejecting this response because: This is disappointing. The lack of professionalism and poor training of your staff led me to make the decision to book another flight. In fact, there was a lack of professionalism across the board that day. When I arrived at *** for my initial leg of the trip to ATL, I inquired about getting on the earlier 6:00am Delta flight -- as it was yet to board. The gate agent first said that she could get me on, then said that 'there's no need as I'll definitely make my connection in ATL,' and declined to let me get on standby. Combine that with Delta selling an itinerary that allows a 15 min delay to miss an international leg, which should be the airline's responsibility to avoid or at least flag during booking.
  
  I understand that you have a standard policy, but I would also, again, make the case that this was not a single point of Delta failure. It represented poor knowledge of company policy across more than 4 different employees. You have the ability to confirm that with the employees or phone recordings, and yet refuse. I confirmed with your team time and again that I would be reimbursed and despite your company assuring me I would, you now refuse. As a long-time, repeated Delta customer this is very disappointing. 
  
  I would appreciate you re-evaluating this experience one last time. Even if you were to offer flight credits in the difference between my initial leg and the new flight, that would help to resolve your team's clear mistake. 

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

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Family of 4 people originally travel from ***** ******* to ********************** , we went to ************* earlier and the change our flight to ***** to scl ***** for the same day in the night , then we were obligated to rented a car on ************* ( ***** and run to ************* because they said you should travel with latam not with delta but our original flight was with delta

  

  Business Response

  Date: 04/16/2025

  Hello *******,
  
  
  We have received your response from the Better Business Bureau regarding your travel experience on February 4, 2025 departing *****, **. 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. In our review, it appears you and family were denied check-in due to the behavior of your service animal. The airline reserve the right to deny any service animal from travel if the animal displays disruptive or aggressive behavior. Our airport staff rebooked you to a LATAM flight departing *****, as this was the airline you booked travel through. Accordingly, we will be unable to provide reimbursement your traveling expense.
  
  It is unfortunate you were unable to complete travel with us, but we have a policies and guidelines to make travel pleasant for all travelers. Thank you for giving us an opportunity to review your request. Any additional correspondence will be kept on file.
  
  I've included a copy of our response for the BBB files.
  
  
  Regards,
  
  ******* ******
  Customer Care Supervisor
  Delta Air Lines

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23211552
  
  I am rejecting this response because:

   

  We traveled with our service dog, who had all the necessary certificates. Delta spent about an hour checking all the documents, seemingly trying to find a way to deny him access to the flight. They couldnt find any issues, but still told us, without any valid reason, that we werent accepted. Their explanation was basically, We can do that.
  
  
  We were shocked, but they told us we had to go to LATAM and change our travel plans to fly the same day, but from a different city. We told them this was insanewe were traveling with two small children, and the new city was really far away! We were originally supposed to fly out of *****, but they moved us to ******
  
  
  There was no reason to change our flight, and it caused a lot of stress. We had to rent a car and rush to ***** with our kids just to catch a flight on the same day. It was a horrible experience.
  
  

  You dont have the right to change our flight we bought a flight from ***** to scl no ***** to scl 
  

  we never gonna accept this because was unfair 

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

  

  Business Response

  Date: 04/17/2025

  Hello *******,
  
  
  We have received your response from the Better Business Bureau regarding your travel experience on February 4, 2025 departing *****, ***
  
  I can understand your perspective given the circumstances. While all the required documentation was provided, supervisors at the check-in counter believed the service dog's displayed inappropriate behavior. Our website states this is required for eligibility to fly. For more information regarding our policy, please visit **************************************************************************************************************************;
  
  Accordingly, our position remains the same. Thank you for allowing us to respond to your concern. 
  
  I've included a copy of our response for the BBB files.
  
  
  Regards,
  
  ******* ******
  Customer Care Supervisor
  Delta Air Lines

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23211552
  
  I am rejecting this response because:

  You are not understanding the issue. This complaint is due to Delta changing our flight on the same day of travel. This was a significant schedule change not only was the flight time altered, but the city of departure was changed as well.
  
  
  We are requesting a full refund, along with reimbursement for all expenses incurred, including the cost of renting a car to reach the new departure city.
  
  
  This change was made entirely by Delta and should never have happened.
  
  

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

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delta Airlines promised (2) $500 Amazon gift cards because I got bumped from an overbooked flight. I received (1)$500 gift card and have been trying to get the second card. I would like to file a complaint after a string of emails and no gift card. I have spent more time on the phone than is reasonable. I entered the case number in the box below.

  

  Business Response

  Date: 04/15/2025

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding a missing $500 Delta Choice gift card not received. I am honored to have the opportunity to respond to your concerns.
  
  After review, I do not see a case filed with Delta Air Lines through our ************************** channel. It appears you contacted Delta Choices, a third party vendor that handles all our gift cards. If you had contacted us through ************************************************************************, someone would have called you and re-sent the link to the gift card. However if you have already received the link and chose the gift card, you would contact Delta Choices, as you did.
  
  Regrettably, we do not have any flight information or a case to address your concerns to completion.
  
  Thank you for allowing me to respond to your concerns.

  
  Regards,
  
  ****** C. ******

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delta airlines refuses to reimburse me my additional expenses due to a flight delay that lasted 9 hours on 04/12. I had a flight 1410 from ******, ** to ******, ** , and then from ******, ** to *********, **. Boston help desk was rude and overwhelmed with complaints from other customers. There was no communication or offer to get us home. We waited with my vulnerable baby until we finally got on the plane after being in the airport 12 hours! Only for them to leave us stranded in ****** ***** late in the day. They did not get me to my final destination. I am requesting a reimbursement for my additional expenses and a refund for my tickets since we didnt get home. Delta has denied. My claim and refuses to give me anything back.

  

  Business Response

  Date: 04/15/2025

  Hello Crystal,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding your refund and reimbursement requests related to the controllable delay of Delta Marketed and Operated Flight 1410 from ******, ** to ******, ** on April 12, 2025 as well as ************************** cases ******** and ********. I appreciate the opportunity to address your concerns. 
  
  After reviewing your reservation, cases and complaint, I understand why you wanted to reach out. I can only imagine your frustration after your flight was delayed for almost 9 hours, you weren't rebooked to your destination, our Boston Help Desk agents were rude to you and your reimbursement claim was denied. I'm so sorry this happened with us. You deserved a better experience and better service than this. I appreciate the opportunity to address this with you. 
  
  Rest assured, I have filed a series of formal complaints with our Flight Operations, Reservations, Airport Customer Service and Route Planning Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. 
  
  We will be refunding the unflown portion of your tickets. Our refunds team will process this within 7 days and email you the amounts once processed. I have also reviewed your reimbursement request and approved the itemized receipts we've received, which would be the Enterprise Car Rental and the Hotel in the amount of $251.11. The third receipt for meals received didn't list anything and was just a black screen. For consideration for meals, please provide itemized receipts listing the items with prices, the date and time of purchase and the location. Thank you and I look forward to your response. 
  
  We will be processing your payment of $251.11 via Automated Clearing House (ACH) transfer. You will receive a separate email, from Delta Air Lines, Inc. via our third-party payment processor ******** <***********************************>, to register for your funds. You may want to check your spam folder if you dont see the email in your inbox.
  
  You have 15 days to accept your payment through our ACH system; if left unclaimed, payment will automatically be converted to a paper check and sent via **** to the address on file:
  
  ********************************************************************************
  US
  
  You will need your six-character flight confirmation number to claim your funds. When redeeming ACH payments, the flight confirmation number must be entered using all capital letters. Information on how to find this Confirmation Number is 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.
  
  As a goodwill gesture for the inconvenience, I have issued ***** Bonus SkyMiles per person. These will be available for use in your accounts within 72 hours. Though I know this doesn't change what happened, I hope this symbol of apology in addition to the steps we're taking internally serve to restate our commitment to you and to your experience. 
  
  Crystal, we know when you travel, you have a choice. Thank you for choosing Delta as a SkyMiles Member and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0RBenP:ref]

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delta promised a full refund on a flight costing ****** due to medical condition. They gave me an ecredit of ***** saying they would help rebooking later when i intend to travel with the full amount.When I tried rebooking with the *** they said there is a 50$ random charge and they would not fulfil their promise of the full refund, and would only apply 129.48$ towards the next flight

  

  Business Response

  Date: 04/15/2025

  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 find out you never received your refund.  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. Once you retrieve this information, feel free to reply.
  
  K, 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.
  
  ******* C *****
  Customer Solutions Supervisor

• Initial Complaint

  Date:04/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delta ********************************* member that booked vacation via Delta Vacations. Fiance was notified, via text, by airline of seat change. My fiance is a 6"4 289lbs *** & former athlete with history of injury. He requires size appropriate seat for flights greater than 2.5hrs. For this reason, we purchase exit row seats or seats that have extra leg room. On February 24th, we purchased COMFORT+ seats that were together to accommodate us both, 20E & 20F. We questioned the customer service agent, via phone, about the seat change & was initially told that DELTA wasn't obligated to provide a reason & that no seats, even after payment, weren't guaranteed to any passenger. On the day of travel, the agent at the airport said that the seat was given to a Physician because medical professionals receive preferential seating. I'm a medical professional myself & know this to be false. Upon meeting the individual that the seat was given to, they confirmed that they weren't a medical professional, & that the seat was offered to them just prior to travel. Learning that information made us feel as if there was some racial discrimination. All agents that we spoke with were rude & completely disregarded the matter. Airline personnel sometimes carry an arrogance and lack accountability in the service that are required to provide to paying customers. When customers speak up about issues regarding unprofessional behaviors and extremely poor customer service, they're then labeled problematic for respectfully exercising constitutional rights.

  

  Business Response

  Date: 04/15/2025

  We have received a copy of your complaint from the Better Business Bureau regarding you and Antwan's disappointing experience with us. I appreciate the opportunity to address your concerns.
  
  We sincerely apologize for the inconvenience and frustration you experienced regarding the seat change on your recent flight. We understand how important it is for your fianc, given his size and history of injury, to have a seat with adequate legroom for flights longer than 2.5 hours. We regret that the Comfort+ seats you purchased together were changed without proper explanation.
  
  We would like to clarify that medical professionals do not receive preferential seating. We apologize for the misinformation provided by our airport agent. It is concerning to hear that the individual who received the seat was not a medical professional and that this situation made you feel discriminated against. We take such concerns very seriously and will investigate this matter thoroughly. We are also sorry to hear about the rude and dismissive behavior of our agents. This is not the level of service we strive to provide, and we will address this with our Airport Customer Service leadership team to ensure better customer service in the future.
  
  Our records show that a refund in the amount of $120.00 was processed today. As a goodwill gesture, Im adding ***** bonus miles to you and Antwan's SkyMiles account. They should be transferred into your account within three business days.
  
  Thank you for bringing this to our attention. We value your feedback and are committed to improving our services. I've included a copy of our responses for the BBB files.

  Regards,

  ******* M

  
  

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delta advertised a sale of egift cards in December 2024 with exponential mileage credit (a triple amount for Silver members, quadruple for Gold, etc.) to be posted to SkyMiles members' accounts in 30 business days. I purchased a card for $2000 on Dec 4th as a Gold member expecting to get ***** miles. No mileage has been added to my account so far. I made two requests via official Delta *********** (in February and again in March) and was promised to get the mileage credit within a month. Filed another complaint today (the third one). This disrupted my plans to get a flight ticket using miles. It caused a ton of frustration and inconvenience.

  

  Business Response

  Date: 04/15/2025

  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, I see that your concerns were address via the ************************** channel with complaint case ********. You were issued ***** miles and an additional ***** bonus miles as a tangible form of apology. 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

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was unable to book my flight from ******** area airports to ********** because I was unable to get assistance as to WHEN I will pay for may pet. I kept getting transferred to a robot chat that was unhelpful. The website ************************** was difficult to find "ADD YOUR PET" when trying to book a flight.I didn't want to go to airport day of trip and have an issue. SO I booked on JetBlue and it was EASY and pleasant. Just thought you should know.

  

  Business Response

  Date: 04/15/2025

  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 not to be able to book your pet travel.  I regret that this was your experience.
  
  Flying with Delta should be enjoyable, and the inconvenience caused does not support our goal of providing a high level of service and value to our customers.  Ive have forwarded your comments to our Digital Engagement 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.
  
  *****, thank you for making Delta Air Lines your airline of choice! We look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to use my Delta SkyMiles to pay for my baggage fees, but have consistently encountered technical issues. When attempting to redeem miles onlineboth via the Delta website on my computer and through the mobile appI receive repeated error messages that prevent me from completing the transaction. I have also tried using the airport kiosk in the past, but it failed to read my passport, making that option unusable as well. When I contacted Deltas customer service, I was told that the only available methods for redeeming SkyMiles for baggage fees are online or at the kioskboth of which are not working for me. As a result, Ive been unable to use the miles Ive earned, and I feel Delta is not providing reasonable alternatives or support.I'm asking a refund of 100, instead deduction of *****mileage --

  

  Business Response

  Date: 04/15/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 281 from ******* to ******** on April 14.   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 not to be able to use your miles for baggage fees.
  
  Although we are unable to refund your baggage fee, Ive have forwarded your comments to our SkyMiles and Baggage 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.
  
  Jinxian, thank you for making Delta Air Lines your airline of choice since 2022!  We appreciate your loyalty as one of our SkyMiles members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight from ******* to *********** and back. I had surgery in January on my knee. While I can walk just fine, walking long distances (such as around the airport) can cause discomfort. As such, I scheduled a wheelchair on both legs of my trip. The wheelchair experience has not been the best, but I assumed it was due to these airports both being very busy. My flight to ******* , I booked the exit row, because of the extra leg room. As I previously stated, I can walk, just long distances can cause discomfort. When I arrived at the gate, they refused to let me board on my exit row seat and forced me to change to a seat with less leg room because I was in a wheelchair. Despite the fact that I walked from the jet bridge onto the plane and all the way to my seat unassisted. No one could provide a logical explanation as to what difference did using a wheel chair for long distances make in my ability to support in an emergency. One agent nastily told me Well if you walk down the jet bridge then you can sit there. The supervisor Cam also did not have an explanation other than some vague *** regulation, which he couldnt clearly articulate.

  

  Business Response

  Date: 04/15/2025

  Hello *******,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding your experience with our gate agent for your Delta Marketed and Operated Flight 500 from *******, ** to ***********, ** on April 7, 2025. I appreciate the opportunity to address your concerns. 
  
  I see your case was handled under ************************** case ********. Below is the response sent in that case for your reference and the BBB. 
  
  "Hello *******,
  
  RE: Case ********
  
  Thank you for reaching out to us and sharing your disappointment regarding your experience while boarding flight Delta 500 on April 7, 2025, from ******* to ***********. I understand that traveling can be challenging, and I can only imagine how difficult this incident must have been for you.
  
  As a global airline committed to inclusivity, we strive to ensure reasonable accommodations for our customers with disabilities. Our goal is to provide efficient and responsive service, and we are truly sorry for the disappointing service you received during your travels with us. We wish your experience had been more positive.
  
  I have reviewed your letter, which mentioned that you requested wheelchair service due to a recent knee surgery. You indicated that you only needed assistance with walking long distances, yet you were refused boarding to your exit row seat and forced to change your seat due to your wheelchair service request. Additionally, you mentioned that no one could provide a logical explanation as to why you could not occupy your seat, despite walking on board without assistance and being willing to assist if needed. I am truly sorry for how this situation made you feel.
  
  Our investigation revealed a violation of 14 CFR Part 382 did occur on Delta flight 550 on April 7, 2025, at the ***************. We are committed to providing assistance to all individuals with disabilities. We appreciate you bringing this matter to our attention, and if you wish, you may contact the ********************************* regarding this issue. Please feel free to call our Disability Assistance Line at ************ for any concerns before, during, or after your travels with us.
  
  For Future Reference
  
  For extra help, ask our customer service personnel for a Complaint Resolution Official (CRO). Our CROs have been specially trained and are aware of applicable ******************************* (***) and **************************** (DOT) disability regulations. Our CROs are available at all airport locations, and they will be glad to respond to your concerns.
  
  Please remember we have a dedicated desk to request a specific seat to accommodate a disability, please call us at our Disability Assistance Line. The number is *****************. There is no wait to be connected to a supervisor regarding upcoming travel. We want you to have an enjoyable journey from start to finish.
  
  I am grateful that you sent us your comments because we can only evaluate and make changes, when things are brought to our attention. Please know I've forwarded your comments over to my leadership team for an internal review and handling. Thank you for taking the time to share this with us. We do appreciate it.
  
  As a tangible form of apology, I have issued each passenger a $100.00 Delta Choice gift. You will receive a Delta Choice gift code from ***************************************************** in a separate email within three business days and you can select the gift card(s) of your choice within 90 days of receipt.
  
  Included in the gift option are several merchants that you will be familiar with as well as our Delta gift cards. Once redeemed, the gift cards may be used by anyone you wish. You will want to add this email address to your list of accepted addresses. Our Delta Choice gift code email will include a link to redeem the gift. Please check your spam folder if you dont see the email in your inbox.
  
  *******, we value and appreciate your business. We know you have many choices to fly and thank you for making it Delta. We hope in time we'll have the opportunity to restore your confidence in our service.
  
  Regards,
  
  Summer C *****
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy."
  
  *******, we know when you travel, you have a choice. Thank you for choosing Delta as a Gold Medallion and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
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