ComplaintsforDelta Air Lines

• Initial Complaint

  07/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There were a software breech today and system wide outage some software are working and some are not. Theres still some delta aircrwft flying. According to my flight trwcker our flight is on time. We came to the airport check in and 30 min prior to our boarding we recieve a text saying oyr flight is cancelled. We went to the gate desk *** customer service their to assist you to rebook your flight. Their customer service desk only have 2 people helping and it took 6 hours in the lije and 4 hours on the phine and 3 hours wait time on text message for them just to rebook my flight for a flight with 2 connections that to fly 2 day after my original flight to top it of "******" the customer service agent who assist us has a very bad attitude. He sarcastically point out that i was lucky that i only waited 4 hours on the phone and not 7 and told me that theres no other available flight anywhere without even looking at his computer. Pure lack of empathy and customer service skills. We didnt even get any food voucher or water knowing that we were waiting in line for hours. They dont care all they care abput is the money they make. I was so disappointed to thin that I am a elite member i despise delta's customer service. Lack of communication and coordination.

  

  Business response

  07/20/2024

  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. I am disappointed to hear our gate 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 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 $150.00 for you and *******. 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 Silver Medallion 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.
  
  Regards,
  
  ***************************
  Delta Air Lines

  Customer response

  07/20/2024

  My luggage cannot be found among this luggage I been here since 1030 p.m. 7/19 when my flight was cancelled and until now no baggage. When you ask their customer service she give you an attitude and tell you " you have to wait until every luggages comes out" so she mesnt it can be a day or tw9. What a mediocre

  

  Business response

  07/22/2024

  Hello ****,
  We have received your complaint file with the Better Business Bureau regarding a IT Global outage. We happy to see your concerns were answered through the Better Business channel in case number 22017954.
  
  Regards,
  
  ******* Jobs
  Delta Air Lines

  Customer response

  07/22/2024

   
  Complaint: 22017954
  
  I am rejecting this response because: I didn't recieve any anwer or resolution from Delta. REescheduling my flight is a must and it cost me an arm and a leg just to rebook our trip. The hassle of rebooking it and all my reservations and losing money from my airbnb and ****** tickets does not even suffice the fact that our flight was just reschedule. If i didnt demand a sooner flight your agents wouldve reschedule me for 7/23 flight or a flight with 2 connection flights that not guarantee.
  
  Sincerely,
  
  *********************

  

  Business response

  07/23/2024

  Hello ****,
  
  Thank you for your response. Please accept our sincere apologies for the disruption to your recent travel plans caused by a vendor technology outage affecting airlines and companies worldwide.
  
  Delta teams have been working tirelessly to restore our operation to get our customers safely to their final destinations. We understand that unexpected disruptions like this are difficult for everyone and do not reflect the operational reliability and experience you have come to know and expect from us.
  On behalf of Delta air Lines, please accept my sincere apologies for any inconvenience. Delaying or cancelling a flight is always our last resort and is never taken lightly. We are glad that you were able to reschedule your flight to fly out on July 21.
  

  Regards,
  
  ******* Jobs
  Delta Air Lines

  Customer response

  07/23/2024

   
  Complaint: 22017954
  
  I am rejecting this response because: there's no resolution given. They keep apologizing but their apologies wont return all the money wasted because of disruption and the hours I was stressed out and tired to rebook my own flight given the fact that their vustomer service agents are rude and no sympathy for the people at that time.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  HU8VD6 I make this complaint in full realization that a nationwide and unprecedented failure of Microsoft365 has created a nation and industry wide failure of technology that resulted in thousands of established systems failing, including those that manage our major airlines. My complaint is specifically about the failures of the terminal customer support staff of ************************************************************************. I experienced clear pattern over 15 hours of Delta personnel employed at this airport of dismissing the responsibility of problems that they either did not understand or did not want to handle to others which did not understand why they had been dismissed. Here are the matters that are unrelate to the Microsoft365 outage that added to my time and misery in ******* for 12+ hours as a disable veteran: (1) I confirmed a change in flights made early in the afternoon. The gate agent sent me to my previous flight which ultimately sat for more than 2 hours before being cancelled. I might have made it home.(2) Upon asking a gate agent about compensation, I was taken off of standby by a 'refund request' in a way that a gate agent couldn't override. I stood in line at customer service for 1.5 hours only to be rushed along by an agent who didn't know why I had not been helped before. I never requested a refund; I requested information and was given a number to call.(3) The agent at customer service actively failed to provide me enough information to understand why I had been shuffled about. She provided no info on what she had to 'override' that caused me to stand in line for 1.5 hours (and miss earlier flights), continuing this unfortunate pattern with Delta staff at ATL.Much of my pain could have been mitigated by a change in culture at this particular Delta post. I am asking for no less in compensation than the full refund of the entire trip cost of (******). In accordance with DOT procedures, a longform demand letter is available upon request.

  

  Business response

  07/21/2024

  Hello ******,

  RE: Case ********
  

  We have received your complaint filed with the Better Business Bureau about your travel experience from ******* to *********** on July 19, 2024. And it is my pleasure to assist you.

  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 gate 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.
  

  After reading your email, I certainly understand why you wanted to let us know about this situation. We expect our employees to be helpful and professional at all times. Im really sorry you didnt receive the service you expected and should have received. Regrettably, we are not able to honor your request for a full refund on a fully flown ticket, despite the delay and the behavior.
  
  As a goodwill gesture, Im issuing an Electronic Transportation Credit Voucher of $100.00 for your overall experience. 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.   
  

  ******, 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.
  

  Kind Regards,
  *******************

  Customer response

  07/25/2024

   
  Complaint: 22017197
  
  I am rejecting this response because: Please see my attached Demand Letter to understand my complaint in full. This is not a complaint about missing a flight, but a complaint about the actions of Delta Airlines staff that violated my rights under the Americans with Disabilities Act of 1990. I do not want a credit but I am also willing to amend my original demand. I am willing to settle for a refund of half of what I paid to fly with Delta Airlines on reservation HU8VD6 for a total of $227.60. Anything less will result in a DOT complaint and a lawsuit for violation of my civil rights under the Americans with Disabilities Act of 1990. Thank you for your consideration. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/26/2024

  Hello ******,

  RE: Case 22017197
  
  We've received your rejection to our reply to the complaint you filed with the Better Business Bureau, and it's my pleasure to review your case.
  
  After reading your letter, I understand your experience at the ***************. I have looked at this from your point of view and I see I missed what was really important to you, and Im sorry. I am able to Electronic Transportation Credit Voucher for $128.00. Youll receive the voucher number and associated Terms and Conditions in a separate email within 24 hours. (Check your spam folder if you dont see it in your inbox.) Please keep this email because youll need the number to redeem the voucher. The voucher can also be applied to flights operated by our partners Air France, KLM and Virgin Atlantic, when booking on Delta.com or by calling Delta Reservations.
  
  Please know I forwarded your comments to our Airport Operations leadership team for an internal review to improve our service for your future travel. Emails like yours help us address negative experience and provide better customer service in the future.
  

  Kind Regards,

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

  Customer response

  07/26/2024

   
  Better Business Bureau:
  
  Delta ignored my request for a refund, and I suspect that they will continue to do so. The statute of limitations on a civil rights lawsuit is long enough that I will accept this reality for now. According to the news, it appears that Delta's reckoning is already coming with our without my added scrutiny. May the DOT's investigation lead to many times the compensation loss as that which they failed to provide to their wronged customers. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a two week trip planned to the ** and around ******. The first part of this trip was to see my 93 year old grandfather who was just out of the hospital. I saved my time off of work for a year to be able to take this trip. I lost two whole days of that precious time due to Deltas s**** **** Instead of spending 3 days with my grandfather, I got 1. My flight was supposed to leave ****** on Tuesday June 25th at 7:20pm. On the way to the airport I got a notification around 4pm that my flight was delayed until 9. Once at the airport they didnt inform us of anything, yet clearly there was no plane at the gate. After 9 oclock the new departure time they delayed it again until 10:30. Then again until 12:30, then again until 2:30. This was all due to Deltas inability to fix its airplane. Finally at 1:30 am they canceled the flight. The line to rebook was ridiculously long. After waiting for an hour in line I was told there were no hotel vouchers left but they booked me on another flight leaving that night at 10pm. They told me they would reimburse a hotel. Fast forward to 7:30pm. I arrived at the airport after a day stuck around ****** carrying my bags around. When I went to check in they told me that the flight was full and that I could not get on the plane. How I could be booked on a full plane and told to come back for it blows my mind. They initially told me Id have to come back again the next day for another flight. This is not at all acceptable. After an hour and a half of talking with Delta customer service they came up with a plan to send me to ****** ******** and then take another flight to ****** from there. Sending me way out of the way and spending twice as much time on planes and in airports than what I had paid for. Which was a non stop flight to ******. I dont understand how anyone from Delta can think this is ok is beyond me. I cant get that precious time with my grandfather back or those 2 well deserved days off work I earned.

  

  Business response

  07/18/2024

  Hello *****,
  
   We have received your complaint filed with the Better Business Bureau regarding your flight delay/cancellation during your travel with us June 26,2024. I am happy to see your concerns were answered through the Delta.com channel in case#******** and 10406361.
  
  No further action is due in this matter. We realize this is a disappointment, and trust you understand our position.
  
  Regards,
  ***********************
  Customer Care Supervisor
  Delta Air Lines

  Customer response

  07/19/2024

   
  Complaint: 22007922
  
  I am rejecting this response because: It is a completely unsatisfactory response. I paid for a service and did not get what I paid for. During that time period I also got my time wasted, lost precious paid time off, lost time with my family and wasted two days off my trip. I paid for a non stop flight to ****** from ******. I did not get that. Anything other than a complete refund or equal credit is not satisfactory to me. 
  
  Sincerely,
  
  ***********************

  

  Business response

  07/23/2024

  Hello *****,
  
  Feeling like you were heard is so important to us and I am sorry you feel otherwise. The two cases on Delta.com were handled correctly and to the Delta Policy.
  
  I've tried to see this from your point of view and respectfully, theres nothing more for me to do. Im sorry to disappoint you.
  
  A copy of this communication is attached to the BBB case.
  
  Regards,
  ***********************
  Customer Care Supervisor
  Delta Air Lines

  Customer response

  07/23/2024

   
  Complaint: 22007922
  
  I am rejecting this response because: to put it in the simplest possible terms: I paid for a service and did not receive that service. Your end of the transaction was not upheld in regards to the rest of the worlds policy and attitude of which you apparently do not adhere to. BBB what is my next step? Take Delta to court? Please advise. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ticket that was a first class ticket from Delta Airlines and i am in the process of getting the refund however there is nothing stating any fees are minused from me getting my total refund total is ****** they instead issued me a refudn of ****** which is not the correct amount Trans Id # ************ Ticket # ************* my refund is in the process it says on 7/16/24 initially they submitted the refund incorrectly and now they said it went thru correctly still not the amount i paid which should be refunded for ****** how can a place do this to someone when clearly im eligible for a full refund on my credit card

  

  Business response

  07/18/2024

  Hello ****,
  

  
  We have received your response from the Better Business Bureau regarding your refund request for ticket #*************. 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. While reviewing your ticket information, this ticket was purchased and this refund was processed through Expedia travel agency. Consequently, they would be better suited to address this refund discrepancy.
  
  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
  Delta Air Lines

  Customer response

  07/18/2024

   
  Complaint: 22007322
  
  I am rejecting this response because:if you see attached delta issued the refund for 452 where is the ****** from delta there clearly ripping me off I have been in contact with Expedia whos said delta issued the refund I have attached proof from delta regarding the refund 

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

  

  Business response

  07/19/2024

  Hello ****,
  
   
  We have received your response from the Better Business Bureau regarding your refund request for ticket #*************.
  
  I can understand your point of view. Even though the ticket information is reflected on our website, we did not book or refund this ticket. Your ticket is in our system, so our website is able to display the information related to the ticket. All activity on your ticket was processed by the ticket agency. Furthermore, it appears you were only refunded the base fare and taxes was not returned. I hope this information help aide you in having Expedia fully refund the ticket. 
  
   
  Regards,
  
  ***************************
  Customer Care
  Delta Air Lines

  Customer response

  07/19/2024

   
  Complaint: 22007322
  
  I am rejecting this response because:
  What do you mean the base fare with no taxes clearly I paid taxes
  Sincerely,
  
  *************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Delta will not allow permanent residents with greencards to check in online 24 hours before an international flight, which causes them to be put on standby (all seat reservations lost, even when you paid for them), potentially causing passengers to miss the flight (and all connecting flights). This is a huge issue and extremely stressful, especially traveling with children as a single mom. Just thinking about the millions of permanent residents in the ** who are missing flights because they are put on standby is enraging. I reached out to Delta via messenger and they confirmed that online check-in is not possible. Flights these days are outrageously expensive and this should not be happening.

  

  Business response

  07/18/2024

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding your concerns with our online check in process.
  
  I can certainly understand how not being able to check in online can be difficult and frustrating. Passengers traveling internationally, that require additional verification, must check in at the airport for proper verification of travel documents. These regulations and restrictions are put in place, not by the air carrier, but by the border crossing agencies and officials. Be assured, your feedback is important to us, and we would like a convenient and streamlined check in process for all of our passengers. I've shared your full comments with the appropriate leadership groups for their internal review.
  
  *******, thank you for taking the time to provide us with your feedback. We look forward to serving you soon.
  
  Regards,
  
  *****************************
  Customer Care
  Delta Air Lines

  Customer response

  07/19/2024

   
  Complaint: 22006466
  
  I am rejecting this response because:

  I am perfectly fine checking in at the counter since I always arrive hours early. However, I am NOT OK with being put on standby because I wasn't allowed to check in online. THAT is the issue. It causes immense stress not knowing of you're going to be on the plane or not and potentially having to miss all connecting flights. Permanent residents get punished for something that they are not allowed to do and that is out of their hands. Even if there happens to be space for standby passengers, the reserved seats are lost and there is no guarantee I can sit next to my son.
  
  *************************

  

  Business response

  07/19/2024

  Hello *******,
  
  Thank you for the follow up. I understand the gravity of your complaint, and I'm sorry for the negative experience. As mentioned, your feedback and comments have been shared with our leaders for their internal review. 
  
  We appreciate your passion in this matter. Thank you for writing.
  
  Regards,
  
  *****************************
  Customer Care
  Delta Air Lines

• Initial Complaint

  07/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attempted to enroll in the Reclaim My Status program now that my traveling ability has been able to return and upon doing so never heard a response from the team, after several contacts in I was able to finally find out that it was denied because my account was enrolled in some other promotion that is worse than the reclaim my status and that was the basis for their denying my Reclaim My Status, even though I should be eligible. The agent stated that there was nothing they can do and they cannot remove me from the promotion that I did not sign up for and that I would just need to file a complaint as there is nothing they can do. Now I will miss out on hundreds of dollars in MQDs due to this issue and be unable to reclaim my status. I would like my platinum medallion status reinstated through the reclaim my status program and the appropriate amount of MQDs accounted toward the program as would have been expected had my account not been enrolled in some random promotion I had no idea about.

  

  Business response

  07/18/2024

  Hello ******,

  We have received your complaint filed with the Better Business Bureau regarding the 2024 Corporate Fast Track promotion through American Express.

  I understand that you had wished to join a different status program but weren't able to. As stated in the promotion's terms and conditions, "Offer is not available to corporate travelers who previously or currently enrolled in a corporate accelerated Medallion Status offer or travelers who have participated in any Medallion Status promotion such as a Status Match Challenge or Reclaim My Status or received any complimentary Medallion Status, in each case, in the past two calendar years. While the system will allow any Member to enroll, only eligible Members will qualify."
  
  These policies are in place to remain as fair and consistent to all of our program members. Circumventing or providing exceptions to these policies could interfere with the program's authenticity and creditability. We trust you understand our position when we are unable to provide a status exception.
  
  Be assured, your feedback is very important to us, and I've shared your full comments with our Loyalty Department's leaders for their internal review and future consideration. Thank you for taking the time to provide us with your feedback. We welcome future opportunities to be of service.

  Regards,

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

  Customer Care Supervisor

  Delta Air Lines

  Customer response

  07/19/2024

   
  Complaint: 22004617
  
  I am rejecting this response because: I did not enroll in this corporate program nor have I reaped any benefits from this enrollment that was done when my company booked travel for me. I do not wish to participate in the promotion or program.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/19/2024

  Hello ******,
  
  Thank you for the follow up.
  
  Your information and feedback have been sent to our SkyMiles Account Support team for their review. Please allow up to 30 days for them to receive, review, and respond. We appreciate your patience in this matter. 
  
  Copies of our correspondences will remain on file with the BBB.
  
  Regards,
  
  *****************************
  Customer Care
  Delta Air Lines

• Initial Complaint

  07/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went for my scheduled flight with Delta on 9/26/24. My original flight was scheduled for 10am. I arrived on time and went to the the restroom telling the flight staff at my gate at the airport that I was going right before they called boarding. The staff saw me walking to the gate and deliberately closed the door to the plane and booked me on the ne t flight which was scheduled for 3 hours later. I ended up missing my transportation in ******* which was my destination. Had to pay more for a hotel due to late check-in. I am seeking a $200 flight credit from Delta for the money that I had to spend due to being late and the flight that I was deliberately kept from. I've called Delta numerous times and have been told that someone would follow up with me with no success. This was flight DL1366 on 9/26/4, going from ********* to *******.

  

  Business response

  07/18/2024

  Hello *****,
  
  We have received your complaint filed with the Better Business Bureau regarding the boarding door being closed while you were approaching the gate after telling the agents you were going to the bathroom for flight DL2523 on September 26,2023 service from CLE to ATL.
  
  It is truly disheartening when a team member fails to represent the Delta brand. Our employees are trained to be safe, professional, and courteous while providing the best possible customer service. Exceeding your expectations is the goal and anything less than our Delta Branded Customer Service is unacceptable. I apologize that you did not get the service you deserved.
  
  I respectfully decline your request for $200 as Delta doesn't refund pre paid expenses and it is the passengers responsibility to be in the gate are during boarding. Boarding ends 15 minutes prior to take off and records show that the boarding door closed after that. We realize this is a disappointment, and trust you understand our position.
  
  We are grateful you took the time to share your feedback and concerns. Feedback like yours will certainly help us identify areas where we need to make changes and bring about improvements. I have forwarded your comments directly to our Airport Customer Service team for internal review.
  
  *****, I hope the positive experiences youve had with Delta far outweigh the bad. I want to thank you for choosing Delta as you could have chosen another airline. We look forward to having another opportunity to give you a much better travel experience in the future.
  
  Regards,
  ***********************
  Customer Care Supervisor
  Delta Air Line

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a packaged from Priceline on May 24th, 2024 which included a return flight on Delta Airlines, Confirmation #: DL:G6G66F. Priceline made an error in the rental car portion of the reservation. Due to this conflict in car rental, the entire booking needed to be cancelled. On May 24th, 2024, I contacted Priceline to begin the cancellation process of my reservation and was promptly told they would not. For almost two solid months, I have chatted, emailed & called ********************************** in an effort to cancel my reservations on this booking and have been denied. Delta has refused to refund my airline ticket and have deferred blame to Priceline. I have been a loyal Delta Sky miles customer for years to include domestic & international flights. Priceline has also in return done the same and have deferred to Delta leaving me with literally no resolve, no solution and no refund. I have been left with a partially cancelled confusing half booking that cannot be used. I have paid $554.09 for this booking but only received a partial refund of $269.03 for the rental car. My constant & continual requests to cancel the entire Priceline booking has been ignored and denied along with my refunds. I will be contacting Delta ******************** to inform them of what Delta is doing to their customers. I cannot use a Delta credit and should receive a refund only for my Delta airline ticket portion ASAP.

  

  Business response

  07/17/2024

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding the cancellation of your Basic Economy ticket booked through Priceline. We appreciate the opportunity to review your concern.
  
  I do apologize that you are being given the run around to get this booking cancelled. Due to it being a third party booking it limits how much can be done from out end. The best thing you can do is reach back out to Priceline and ask for a Supervisor or Manager. Delta does not collect funds on third party tickets until travel starts. All changes and cancellations must be done with the company you booked with. 
  
  Keep in mind the fare rules that came the with purchase of the Basic Economy ticket as well. Changes and cancellations are subject to additional fees, along with whatever rules Priceline Cancelation Policy is.
  
  In the future I recommend purchasing tickets directly from the airline as third party agencies can do things differently and they are in control of the tickets. I am sorry, there is nothing I can do.
  
  Regards,
  ***********************
  Customer Care Supervisor
  Delta Air Lines

  Customer response

  07/18/2024

   
  Complaint: 22003364
  
  I am rejecting this response because:

  Delta did nothing to investigate the flight that I purchased with their airline. The airline is Delta, not Priceline. This is exactly what Priceline is also telling me so neither party is taking responsibility for this error.

  I will be forced to move up the chain of command of Delta. It's unprofessional and irresponsible to negate a customer paying for a ticket from their airline, not being able to cancel it or use it; something is very wrong.

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

  

  Business response

  07/18/2024

  Hello *******,
  
  Feeling like you were heard is so important to us and I am sorry you feel otherwise. I've tried to see this from your point of view and respectfully, theres nothing more for me to do. Im sorry to disappoint you. If the ticket was purchased directly through Delta then we would have no problem assisting the the cancellation. 
  
  You purchased a non-refundable, changeable with fees Basic Economy ticket through a third party company. Please address any and all further comments to them. 
  
  Regards,
  ***********************
  Customer Care Supervisor
  Delta Air Lines

  Customer response

  07/18/2024

   
  Complaint: 22003364
  
  I am rejecting this response because:

  Delta dropped the ball and lost a valuable customer

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

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  While attempting to upgrade my seats for a flight via the Delta App. A price error would not let me check out. I submitted several screenshots to include my flight with the exact price per passenger. Delta financially and morally robbed me by refusing to honor a price. Then they refused to allow me a chance to be placed on the upgrade standby list. Absolutely zero effort to make things right. You will see in the images, several time stamps showing my price was not an error.

  

  Business response

  07/17/2024

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience online regarding your upcoming trip on flight 62 from ******** to ****** on August 21.  On behalf of Delta Air Lines, please accept my apology that your recent online experience fell short of your expectations.  I can imagine how frustrating it was not to be able to book an advertised upgrade.  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/Online 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.
  
  Unfortunately, this department only handles issues related to past dated travel experiences. To properly address your concerns for future travel, please contact your Gold Medallion Desk at ************** and ask to speak a supervisor.
  
  ******, thank you for making Delta Air Lines your airline of choice since 2022!  We appreciate your loyalty as one of our Gold Medallion members and we look forward to the opportunity to serve you again.
  
  ***************************
  Customer Solutions Supervisor

  Customer response

  07/17/2024

   
  Complaint: 22001420
  
  I am rejecting this response because:
  
  I requested several times for my call to be taken to a higher level and I was told to use the chat in order to send the pictures. I asked the representative via chat to escalate the conversation and was met with resistance as well. 
  
  Sincerely,
  
  *****************************

  

  Business response

  07/18/2024

  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. This must be handled with out Gold Medallion Desk.
  
  ******, 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!
  
  ***************************
  Customer Care Supervisor

  Customer response

  07/18/2024

   
  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.
  
  BBB and Delta representatives,

  Thank you for all of your timely responses, I no longer require assistance. Please inform Delta that the matter has been handled and I look forward to continued travel with Delta. 
  

   

  Sincerely,
  
  ***************************** :) 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip back in Feb on the website of China Southern Airlines (CSA) that includes the following: August 16 PDX->LAX->CAN, Sept 6 CAN->LAX->PDX. I initially selected Delta 2551 from PDX to LAX. In May due to a delay notification, I called CSA to change to an earlier flight and decided to use Alaska Airlines instead. They cancelled the Delta flight and booked AS1 1160.While CSA confirmed that they have changed the ticket, I still saw Delta 2551 listed on the Alaska website (so under my reservation I had TWO flights that day -- see screenshot 1). Neither CSA nor Alaska could do anything to remove the info so I called Delta on July 16. After an exceedingly long wait (30+mins) the rep said (on recorded line!) the ticket was not there anymore but for some reason the "reservation" (with the Alaska flight info -- see screenshot 2) was still there so she could just go ahead to delete the info. I made it clear that I wanted only the Delta info deleted so it doesn't show up on the Alaska website, NOT cancelling the ticket! Unfortunately, I later found out the Delta rep not only removed the Delta "reservation" (remember I no longer have their ticket!!), it also deleted my CSA ticket from LAX to CAN! How is that possible? I don't have a Delta ticket yet Delta rep can BOTH remove the Delta info but also CANCEL my actual ticket from another airline? The rep never told me there was this risk. She just said she could remove the info (again, I DON'T EVEN HAVE THEIR TICKET!). I called CSA who informed me that Delta canceled my flight reservation from *** to CAN and to rebook the ticket I had to pay more than 300 dollar (screenshots 3 and 4). I had to pay the extra $$ to rebook a ticket that the Delta rep cancelled without my consent. She never told me this could happen. She knew I just wanted the Delta info removed, NOT cancelling the tickets yet she did it anyway. I want Delta to pay me back the extra money I had to pay to rebook BECAUSE OF THEIR MISTAKE!

  

  Business response

  07/17/2024

  Hello Qi,
  
  
  We have received your response from the Better Business Bureau regarding your reservation for upcoming travel to *********, **********; August 16th. 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. From your message, it appears everyone is shifting the responsibility to next party. We realize multi-carrier itineraries can be stressful to manage. For clarity and future purposes, the issuing agency of a ticket handles all ticketing issues. If an airline is able to book flights on another airline, they are able to remove the flights as well. 
  
  We do not have control over ****** airlines' website, furthermore if your initial reservation was changed from a Delta flight to an Alaskan flight by China Southern Airlines, as the issuing ticket agent, it would be their responsibility to communicate the changes to all airlines for them to reflect the information in their systems. Your reservation(GDA7Y7) with us showed your Delta flight removed by CSA and the Alaskan Flight added. 
  
  Now if there was a ticket change via CSA, we would not send information to Alaskan Airlines because you no longer had a flight with us. In your attempt to correct the information with us, I believe our agent misunderstood and cancelled the flights in our own reservation but the ticket was not cancelled. The issuing agent could have still reinstated the flights. Our reservation actually reflected the correct information after you can cancelled your flight with us through CSA. There was not a Delta flight to remove at your time of calling on the evening of July 16th. 
  
  Obviously, we are complicit in this miscommunication as well, so we will take responsibility to align with our brand beliefs and always providing customer service to our past and future customers. As a gesture of goodwill, Im issuing a Transportation Credit Voucher for $303.16. 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 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
  Delta Air Lines

  Customer response

  07/17/2024

   
  Complaint: 22001166
  
  I am rejecting this response because: I don't want a voucher. I want a payment of reimbursement (like a check or something). I did call Delta again after CSA told me your agent cancelled my LAX-CAN flight. The lady who called herself a "supervisor" was extremely rude and interrupted me multiple times before I could even finish my story (check your recorded line!). She also flat out refused to take responsibility and just told me to take it up with CSA, that I "should never have contacted Delta". She made it clear she would/could do nothing. She also never mentioned the cancellation could be "reinstated" like you said. Again, it's absurd that your agent could cancel a flight ticket not even issued by you. I called CSA multiple times to confirm the cancellation was irreversible and eventually paid extra to rebook. 

  Again, your rep made a mistake and your "supervisor", instead of offering solutions, was rude and unhelpful. Please compensate me as I have requested above. 

  
  Sincerely,
  
  *********

  

  Business response

  07/17/2024

  Hello Qi,
  

  
  We have received your response from the Better Business Bureau regarding your reservation for upcoming travel to *********, ***** August 16th. 
  
  I can understand your point of view and I apologize for our staff's behavior. We will file this experience with our Reservation leadership to conduct an internal review to prohibit displays of customer service like this in the future. We will be unable to issue a refund or reimbursement. To be clear, we cancelled our own reservation but we did not cancel the ticket. The reservation and ticket are two different components in this matter. You had a reservation with all three airlines but one ticket issued through CSA. While we cancelled our own reservation, the ticket should still be valid. 
  
  As we stated before, I believe the our agent misunderstood when asked to delete the Delta information because there was no Delta flight booked at the time you called in. Only the Alaskan and CSA flights were showing on your reservation within our system which would reflect the changes you made with CSA. We do not have control over the ticket because we did not issue it. While I can understand your disappointment in our solution regrettably, the voucher is all we can offer as our part in this failure and overall situation.
  
  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

  07/18/2024

   
  Complaint: 22001166
  
  I am rejecting this response because: horrible customer non-service, incompetence and bad communication from your representatives, and disingenuous non-solution. 
  
  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. ↩