Business Profile

Airlines

Delta Air Lines

Complaints

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

Customer Complaints Summary

4,826 total complaints in the last 3 years.
1,610 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:01/13/2025
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 did not update their cybersecurity software. This resulted in them not being prepared when a global IT outage occurred. My flight was cancelled, and I was charged for a night at a hotel room that I did not stay in due to the cancellation. The hotel is not giving a refund for my missed night. I had to buy tickets on Jet Blue airlines and that was twice the amount that was originally paid. My credit card insurance said that my trip is not protected for global IT outages.I would like Delta Airlines to pay me the cost the Jet Blue tickets and for my refund of the hotel. They failed their customers by not being prepared for this event. Delta said that I would be reimbursed of the $570.44 differential on 8/3/24, but that never happened.
Business Response
Date: 01/13/2025
Hello ********,

RE: Complaint #********

We have received your complaint regarding your reimbursement request in ************************** case ********. I'm happy to help.

I see your case was resolved in ************************** case ******** and the reimbursement via *** has been approved and sent for the amount you inquired about. Please check your email for additional details.

********, 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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Customer Answer
Date: 01/13/2025
Hello,
I checked my email and there is no correspondence from Delta. The representative mentioned a payment through ***, but I dont know what that is. I checked the Delta app and there isnt any new information.
Business Response
Date: 01/14/2025
Hello ********,

RE: Case 12158653

We have received your response to our response to your complaint filed with the Better Business Bureau regarding your reimbursement request in ************************** case ********. I'm happy to help.

Here is some information regarding ACH payments. You would search for an email from *********************** regarding the reimbursement. If you'd prefer, we can wait until the payment link expires and send the check via mail.

We will be processing your payment of $570.44 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.

********, 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.

[ref:!00D1a0Y3af.!500RO0MUO6i:ref]
Customer Answer
Date: 01/14/2025
Will there be any compensation for the missed hotel stay due to the lack of standard cyber protocols?
Initial Complaint
Date:01/13/2025
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.
January 11, 2025 Dear ************************:Delta Airlines refused to provide any ************ Vouchers, after causing my ************ to miss the our connecting flight from ATL to ******Delta Airlines' travel disruption, combined with its refusal to provide ************ accommodations, forced us to stay overnight, sleeping in the ATL's Delta Airlines boarding / waiting area, because we did not have the means to pay for accommodations, due to this forced, extended travel disruption.We ended up spending my birthday (****************) sleeping in waiting area seats in the ATL Airport, instead of in a hotel in ******I tried calling Delta Airlines toll-free phone # [**************]; I was on hold for over an hour without ever getting to speak to a Delta Airlines Customer Service Representative.The explanations for the delays kept changing, & the ever-changing narratives that was being told to us by the Delta Airlines Airport Counter Staff were as follows:1) baggage-loading machine not working 2) plane issues 3) runway issues Delta Airlines made no offer of making alternative arrangements with other airlines, or putting us on other flights that were traveling to ******I used to always sing the praises of Delta Airlines, but after this nightmare experience, I will let others know how our travel, via Delta Airlines, turned into a hellish experience that I wouldn't want any of our family members, friends, & business colleagues to ever have to ********* *********** should at least receive payment for what should have been ************ accommodations, plus 1 night of our paid hotel stay in *****, due to our extended travel disruption at both the *********** & at the ************I am including (4) file attachments regarding our travel plans & this extended travel disruption, & we are asking for your assistance with redress to our forced, extended travel disruption.Thank you, in advance, for your assistance with this Delta Airlines extensive travel disruption issue.
Business Response
Date: 01/13/2025
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 further research I see that your concern was addressed via the ************************** channel with case ********.

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:01/12/2025
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.
1/12/25 Confirmation # HRXLWE On 01/09/25 I canceled flight at the ***************. 2 Delta agents confirmed that the request to pull my bag was successful and to come back in 1 hour to claim. I came back and was told my bag was on the plane to ******* anyways! The Delta employees at the *************** were rude, not empathetic, and had no answers of how I was to get my property back. They hand me a red form with a file number and sent me on my way to figure out this situation with absolutely no instruction, a failure in customer service. They did not care at ****** bag was Mishandled. On 01/09/25 I speak with ****** who advised me she has issued a priority message request to ******* to have my bag expedited back to me. I then spoke with *** who advised me that ****** placed a request for my bag to be put on the next flight to *******. HOWEVER MY BAG REMAINS AT *******. On 01/10/25 I speak with *******. She states she issued an **** message to ******* to get my bag on a plane. HOWEVER MY BAG REMAINS AT ********On 01/11/25 I speak with Shell who advised me that my bag will be placed on the 4:52pm flight to *******. HOWEVER MY BAG REMAINS AT ******** 01/12/25 I speak with ***** who advised she spoke with Memphis and stated the guy she spoke with told her he would personally pull my bag and put it on the flight today. 01/12/25 I speak with ****** ***** states he was able to leave a message on their voicemail. 01/12/25: I speak with ****** who advised that ***** in ******* stated he would put my bag on the 4:11pmCST flight to *******. 01/12/25: I speak with *** who advises they don't know where my bag is! Could be on the flight or still in *******! Delta Airlines has truly disgusted me in holding my personal property for 4 Consecutive days. I have had to be on hold with Delta everyday to reach a live person and spend every single day hunting and begging for them to give me my bag back. No one there cares. Memphis will not simply put my bag on a plane!
Business Response
Date: 01/21/2025
January 21, 2025 RE: Case ******** Hello ******, Weve received your message sent to the Better Business Bureau. They have asked us to respond directly to you. Please accept our sincere apologies for the difficulties you encountered regarding your checked baggage. We realize it was a trying experience, and we regret that it happened. While we share in your disappointment, our liability does not include consequential damages, such as but not limited to, lodging, transportation, meals and lost wages/time.Per Delta's Contract of Carriage, which is locate on **************************, Delta is not liable for any loss or damages to precious items, not for deterioration or spoilage resulting from delay in delivery of any perishable items.Our payment of $127.42 will be issued via Automated Clearing House (ACH) transfer to reimburse you for your non food related expenses. You will receive a separate email, from Delta Air Lines *** <***********************************>, to register and claim your funds. You may want to check your spam folder if you dont see the email in your ********* have 15 days to accept your ACH; if left unclaimed, payment will automatically be converted to a check and sent via **** to the address on file. If sufficient time passes for the check to be distributed, it will be mailed to the following address:**************************************************************************************************** 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 We appreciate your choice of Delta to provide your air transportation and look forward to serving you again on board one of our flights.Sincerely,***** ***** Claims Manager Customer Care - Baggage Delta Air Lines
Initial Complaint
Date:01/12/2025
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 flights back in December for 2 Seats, I paid extra to pick my seats in main cabin. I booked row 18 seats ****** Today I went to go book a 3rd ticket and noticed my seats were moved 10 rows back to row 28. I was given zero notice of this change. When I messaged delta they told me they have to right to change seats no matter if you pay or not and it is what it is. Why are airlines allowed to charge people more money to just s**** the consumer! I asked for my seats back or an upgrade to fix this, and was told that isnt possible. This is extremely frustrating!
Business Response
Date: 01/13/2025
Hello ******,
RE: Case 22802200

***** received your complaint filed with the Better Business Bureau regarding seat changes on your confirmation GQHFS8 that is scheduled to fly on April 10, 2025. It is my pleasure to assist you today.

I can definitely understand how you felt when you discovered your seat assignments had been changed, and I am sorry we did not get that information to you. We know passengers have seat preferences, and we do our best to honor specific seat requests whenever we can. As stated on ************************** under our Contract of Carriage, Rule 2: Schedules and Operations; Delta will exercise reasonable efforts to transport you and your baggage from your origin to your destination with reasonable dispatch, but published schedules, flight times, aircraft types, seat assignments, and similar details reflected in the ticket or Deltas published schedules are not guaranteed and form no part of this contract.

Our records do show that my collage did what they could to help assist you in this situation with your outbound flight seat assignments having been changed due to an equipment change. Please know that with your flight being three months out, there still could be more changes.

Thank you for choosing Delta Air Lines. We look forward to another opportunity to offer you world-class service.

Kindest Regards,

*** ******
Customer Answer
Date: 01/15/2025

Complaint: 22802200

I am rejecting this response because:
Because I received zero notification my seats that I picked were taken, this isn't ok, and delta needs to do better! The only reason I found out is because I went to go buy a 3d seat and noticed I had been moved. Move the people that took my Row 18 C & D, you moved me with zero issues, why can't you move them? I PAID for main where I pick my seats, to pick anything else in Main it's a $99 fee, which why? I paid for main cabin. What is the point in paying for main cabin if you are just going to move me around anyway? I might as well have saved a few hundred dollars and booked in Basic, because that is how you are treating this ticket. I've also filed an official complaint with ***, this should be illegal how you guys are handling this!

Sincerely,

****** *********
Business Response
Date: 01/15/2025
Hello ******,

Our management team has reviewed your rebuttal to our previous response.

Unfortunately, we are unable to reassign you and ***** back to row 18 C & D. Please know that it is never our intention to inconvenience our passengers. We are constantly working to adjust our schedules to meet the increased customer demand. This may mean that we adjust flight schedules, times and equipment.
On new aircraft type assigned to your outbound, row 18 C & D are blocked by the airport for operational needs. On the day of departure, they will be released. To be transparent, I believe our reservations supervisor did a great job on finding you comparable seat assignments, in fact, I would suggest your seat assignments are better because they are preferred seats. On this aircraft's seat configuration, row 18 does not have fully recline due to emergency row behind and is not considered preferred seats.

So while we did rearrange your seat assignments due to an equipment change, I'm glad our supervisor was able to waive the preferred seats fee and get you comparable seat assignments if not better. Accordingly, we are unable to honor your request.

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
Initial Complaint
Date:01/12/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 2, 2024 I booked a flight with Delta for December 5-15, 2024. My status at time was Silver Medallion with a free check bag up to 70lbs. When it was time to checkin I did not see my free bag so I printed off my booking receipt and took it to ****************************. I should it to the agent and was granted my check bag. On the return trip home *****, Airport made me pay $135 for my bag. I was told I could apply for the credit card and get the bag for free. I declined that offer because I do not need another credit card. I paid the fee and when I got home I reached out to delta complaint department and was told it is nothing they could do because I was no longer Silver medallion. I was confused because I did not receive anything telling me that before my flight. I was offered a $75 traveler voucher as an apology and I have used it.Attached is the receipt and a copy of my past status which shows my earning year Jan 1 to Dec 31.Delta can keep that travel voucher and refund the bag fee.
Business Response
Date: 01/12/2025
Hello Vershondar,

We have received your response from the Better Business Bureau regarding your Customer Care case #******** via ************************** channel. 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 case, it appears you were charged correctly. We realize your email shows the first bag fee being waived with a higher weight limit, but the email explains in the paragraph before the baggage chart, you must qualify to in order to get this benefit.

During the year, our systems shows you were given 6 months of complimentary Silver Medallion status from May 2024 to November 2024. Although you booked your reservation during the 6-month period, your travel did not occur during the period. Accordingly, you should have been charged both ways of travel. I apologize for any confusion, but we are unable to issue a refund as you were charged correctly for your first bag over the standard weight of 50lbs.

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 Answer
Date: 01/15/2025

Complaint: 22801314

I am rejecting this response because: I never received anything saying a 6 months period. Also if I new this I would have never traveled with my large bag. I packed my luggage according to what my flight receipt said and if that was the case why wasn't a emailed sent. Delta send junk emails or reminder about upcoming flight etc. Send proof if this is true.
I will be calling my card holder within the next few days to dispute this charge.
Sincerely,

Vershondar *****
Business Response
Date: 01/15/2025
Hello ******************************************* team has reviewed your rebuttal to our previous response.

I apologize if you remain unsatisfied with our response. Regrettably, I wish our staff would have done a better job of making you aware of the complimentary medallion period. Nevertheless, the email your provided clearly states you must qualify for the waived bag fee. Furthermore if you were unaware of the complimentary Silver Medallion status, it is not clear why you were on the under the impression the first bag fee would be waived.

For the confusion regarding this matter, we issued a $75 Transportation Credit voucher for the miscommunication and again, you were not charged on the outbound. Accordingly, we are unable to issue a refund for the baggage fee.

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 Answer
Date: 01/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not to my satisfaction and will be disputing this with my card holder.

Sincerely,

Vershondar *****
Initial Complaint
Date:01/12/2025
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.
Hi, I am writing about damage to a checked bag. I flew on Delta flight 917 from *** to *** on 12/26/2024. I checked a ski boot backpack as checked luggage. When I checked the bag, it was in good condition. When I picked it up at SLC baggage claim, one of the straps was broken in half, making the backpack no longer operable as a two-strap backpack. I submitted a claim to Delta for $76 for a replacement bag. They rejected my claim (despite the fact that I am a Silver Medallion member) because they said that the strap breaking in half during transit was normal wear and tear - which it obviously wasnt. The strap broke due to getting caught in their baggage handling machinery. I have traveled with this bag as checked luggage and never had a problem until now. It was baggage complaint case reference number ********.
Business Response
Date: 01/22/2025
January 22, 2025 RE: Case ******** Hello *******, Weve received your message sent to the Better Business Bureau. They have asked us to respond directly to you. I have reviews your claim and based on the photos submitted the damage falls under normal wear and tear resulting from ordinary handling of baggage. If you have insurance coverage that will provide for reimbursement, we will be happy to cooperate with your representatives in their investigation.Thank you for the opportunity to review this matter with you. We hope that despite this unfortunate incident and the position we must take, you will include Delta Air Lines in your future travel plans. Sincerely,***** ***** Claims Manager Customer Care - Baggage Delta Air Lines
Customer Answer
Date: 01/22/2025

Complaint: 22800287

I am rejecting this response because:
Delta is calling the damage to my backpack "normal wear and tear." However, I have sent this same backpack through as checked baggage on several airlines (including Delta) and never had any issues. On this most recent trip, Delta's baggage handlers broke one of the straps in half, so now the backpack no longer functions as a regular backpack on both shoulders. This is not "normal wear and tear" and Delta should reimburse me for the $76 I had to pay to buy a replacement backpack.

Sincerely,

******* ******
Business Response
Date: 01/22/2025
January 22, 2025 RE: Case ******** Hello *******,We've received your message sent to the ************************* previously stated based on the photos the claimed damage is a result from normal wear and tear and we are unable to move forward with your claim.Again, thank you for the opportunity to review this matter with you.Sincerely,***** ***** Claims Manager Customer Care - Baggage Delta Air Lines
Customer Answer
Date: 01/22/2025

Complaint: 22800287

I am rejecting this response because: Delta just keeps repeating that they think it is "normal wear and tear" that they broke the shoulder strap of my backpack *in half* and it is no longer functional as a backpack that rests on two shoulders. On what planet is that "normal wear and tear"? It was fully functional when I handed it over to Delta as a checked bag, and then it came back unusable as I can no longer use it to carry the weight equally on both shoulders. That is not "normal wear and tear" - as I have said before, I have checked this same bag on prior Delta flights and on other flights on American and United, and never had a problem until now. Nothing is "normal" about this damage to my bag. They can repeat it over and over again, but it doesn't make it true!

Sincerely,

******* ******
Initial Complaint
Date:01/12/2025
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.
Case number: ******** Trip confirmation# G39YAY Delta overbooked the flight. After a while, they offered $2000 to anyone who accepts to volunteer to switch the flights. However, after the flight left, they changed it to $1000 and they would not honor their own offer. They said it was a miscommunication between the agents at the door and the offer was for another flight. But it was NOT. Additionally, the next flight got delayed, then cancelled and the flight was malfunctioning. After a gruesome 7 hour wait, they arranged another flight. They only gave us chips and water as food and later $12 voucher would not buy us anything from airport. Even that flight was delayed and we barely got to the airport and I had to run 2 terminals to catch the next flight. This is a harrasment. At ***, they stopped the plane before the gate and more than an hour. This made me lose my last bus. It took me another 6 hours to get the next bus, This whole ordeal was frustrating and annoying as Delta, baited me into switching the flights and then they would not give me the agreed amount. Delta to honor the agreed amount of $2000 and should pay for all the harassment and pain they caused me.
Business Response
Date: 01/12/2025
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. As stated in your ************************** case ********, everyone of delta flight 2254 that volunteered to give up their seats were offered $1000 gift card. We sincerely apologize for any misunderstanding. I note that an additional $120 gift was offered as a goodwill gesture for the overall inconvenience you've experienced while traveling with us. We respectfully, decline your request for additional compensation. I've included a copy of our responses for the BBB files. As such, our latest position remains the same. I'm sorry to further disappoint you - I know this is not the response you were expecting.

Thank you again for sharing your concerns. We value your support and hope to have the opportunity to better serve you.
Regards,
******* M

Customer Answer
Date: 01/13/2025

Complaint: 22800266

I am rejecting this response because: this is a bait and switch. They offered me $2000, after the flight left, they changed it to $1000. I am sitting right in front and I heard them clearly only then I offered to volunteer. Others may have not heard them and they didnt know. The pain and suffering that caused me for that volunteering was far greater than you can imagine.
delta should stand upto their promise and compensate for remaining amount. This is a shameful business tactics. A customer trusted you And your promise.
also, you gave me a $100 gc following that not $125.

Sincerely,

******* ******
Business Response
Date: 01/13/2025

We have received a copy of your response from the Better Business Bureau regarding our prior correspondence. Regrettably, you did not accept our answer and per the previous email our records show that everyone received the same amount for volunteering to give up their seats.

I also stated that you received an additional $120 gift card as a goodwill gesture. See below:
Delta ChoiceCustomer Compensation
CC-********Open CC-******** PreviewCustomer Name
AJINKYA CHAVANUUID
fcad62cc-dda0-4db8-95bb-670eb0f621f8GL Accounts
Edit GL AccountsUSD Amount
USD ******Edit USD AmountGL *******************************
Edit GL *************************************
InvitedGL Account(CC)
Thank you again for allowing us to respond to your concern.
Regards,
******* M
Initial Complaint
Date:01/11/2025
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 contacted Delta airlines to seek disability seating accommodations for my husband whom I am traveling with and I was informed that I must purchase seating and pay extra to get seats that meet his disability needs. That Delta does not accommodate people with disabilities when it comes to seating.
Business Response
Date: 01/12/2025
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 receive the wrong information regarding disability seating. 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 Reservations 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 can never place a value on your time or overall flying experience, as a tangible form of an apology, Im issuing 3 Electronic Transportation Credit Vouchers for $50.00. Youll receive the voucher numbers 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 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
Initial Complaint
Date:01/11/2025
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 have a trip planned for February 6 through February 11 from ********, ******** to *********** **********. With all the wildfires that are going on, I dont feel safe going there in addition to that there are evacuating people from the area so its not a good location to go to when my trip is two weeks from now. I attempted to contact customer service to change my flight from *********** to *********. Same dates same everything tickets pretty much the same price theyre now refusing to change the flight unless I pay $100 cancellation fee even though its not my fault that Im canceling nothing within my control nor am I canceling Im trying to change Delta airlines would prefer to send me into ***** way with no regard for my safety Then to just change my destination Delta airline needs to do the right thing and change my flight confirmation number JOK7XD.
Business Response
Date: 01/11/2025
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, our records show that you spoke with one of representatives today January 11, 2025 and we were able to change your route to ********* at no additional cost. I am glad that we were able to resolve this for you. 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:01/11/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I found my board to be majorly damaged upon arrival for my trip. I took photos at the airport and reported everything as I should before I ever left. The attendant in the baggage office wrote it up as scratches and minor damage despite looking at it with me and me recording photo evidence in that very moment that the damage was much further. I took the board to a repair shop where they told me it isnt worth the money to fix because there is no guarantee the fix would hold for even more than a day. The board in its condition upon landing was not rideable. With the rail damage it would not only be a safety hazard but would also just further damage the board. It is now over a month since the incident and I am still fighting delta because of the incompetence of the baggage office attendant writing this as a scratch instead of the correct level of damage. The claims manager refused to work with me on the issue despite having photo evidence. I call and message weekly following all of deltas instructions to fix the claim and I have received zero help with resolution. They refuse to take responsibility despite photo evidence.
Business Response
Date: 01/21/2025
RE: Case ******** Hello ******, Thank you for flying with Delta Air Lines, my name is ******* ***********; your claim was escalated to me for a review of a previous claim denial.After reviewing the claim for damage, I am prepared to override the previous agents decision to deny your claim.Our payment of $1,200.00 will be issued via Automated Clearing House (ACH) transfer, to reimburse you for the damage to your snowboard and the rentals you were forced to utilize. You will receive a separate email, from Delta Air Lines *** <***********************************>, to register and claim your funds. You may want to check your spam folder if you dont see the email in your ********* have 15 days to accept your ACH; if left unclaimed, payment will automatically be converted to a check and sent via **** to the address on file. If sufficient time passes for the check to be distributed, it will be mailed to the following address:***************************************************************************** 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 We appreciate your choice of Delta to provide your air transportation and look forward to serving you again on board one of our flights. Sincerely,******* *********** Claims Manager Customer Care - Baggage Delta Air Lines
Customer Answer
Date: 01/21/2025

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,

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

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