ComplaintsforDelta Air Lines

• Initial Complaint

  07/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 2, 2021, I purchased the first set of first class seats on a plane from Utah to New York, the first row of the plane. I purchased them in advance in order to have comfort and convenience while flying with my 1 year old. The plane type for the trip was changed multiple times by Delta, with no explanation as to why. On each change, my wife and I's seats were changed away from each other and I had to manually move us back together. We are now leaving for vacation in 1 week, and another change of plane by the airline has us separated and with no way to be put together as there is only 1 seat left. Upon waiting on hold with delta for over 3 hours and speaking with a customer service representive and a supervisor, no help was offered other than being told that I could ask other passengers ** move. I explained that first class passengers ****** the bulkhead and I find it difficult to beleive that anyone would move. They told me they could not help and the contact ended.

  

  Business response

  08/16/2021

  Business Response /* (1000, 5, 2021/08/04) */ 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 surrounding your seat selection and the agent not being able to assist. I'm sorry we haven't been able to resolve your concerns to your satisfaction. I've included a copy of our responses for the BBB files. After further review I was able to confirm there had been a change of equipment which is no fault of yours, but it has impacted your and your wife seat selection. Although seats cannot be guarantee we try to accommodate and grant customer's request. The agent was correct in advising you to ask at the departing gate because there are instances when others will swap seats. Thank you again for sharing your concerns. We value your support and hope to have the opportunity to better serve you. Regards, Joan ******

• Initial Complaint

  07/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a vacations package with Delta Vacations. The flight arrival changed twice after booking, where it was finally determined the plane would arrive at 7PM instead 10AM. I called to see what's up and after waiting on the phone for SIX hours I finally got a rep that said call back Monday to a different department that handles bookings changes and who might be able to schedule my flight back to the original time. I called back Monday and after waiting on the phone for another 5 hours they said they couldn't book a similar flight. They agreed to cancel and refund my flyer miles and e-credits, neither of which expire. A week later I got an email with a $650 delta vacations credit that expires in 12 months and but is actually unredeemable on their delta vacations website. Instead I have to call and wait hours for a rep to schedule a vacation package that I can't assess visibly and have no way to pay for over the phone. I got scammed scammed out of this money it's a shame.

  

  Business response

  08/16/2021

  Business Response /* (1000, 5, 2021/08/04) */ 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 surrounding your Delta Vacations package. I'm sorry we haven't been able to resolve your concerns to your satisfaction. I've included a copy of our responses for the BBB files. Regrettably Delta Vacations is a separate entity and they must authorize any changes or credits. While we understand you were on hold for an extensive time period, I have another contact number as follows; X-XXX-XXX-XXXX. Thank you again for sharing your concerns. We value your support and hope to have the opportunity to better serve you. Regards, Joan ******

• Initial Complaint

  07/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Unable to reach agent on reservation line or platinum medallion line. Messaging service eventually times out. No response when I email **************** or ************. How am I supposed to get answers to my questions and modify my reservation? CONFIRMATION#: ******* Delta changed my itinerary and I'm unhappy with the changes. I attempted to rebook online but received this error. "We're sorry, but due to a schedule change in your reservation we're unable to process this request online. There has been a change affecting your trip. Please contact Delta Reservations at X-XXX-XXX-XXXX for assistance. For non-U.S. based customers, please call Delta Reservations for your country. #XXXXXXR" Cities are 9/29 Las Vegas - Fairbanks. 10/2 Anchorage - Las Vegas. I would like to modify my itinerary to the following: 9/29 ****************************************. I have 3 open Delta eCredits that say we're unable to determine the eCredit amount at this time. Skymiles XXXXXXXXXX.

  

  Business response

  08/10/2021

  Business Response /* (1000, 5, 2021/07/30) */ Hello *******, RE: Case ******** Thank you so much for writing in regarding your upcoming flight to Alaska. You're right - at times, our wait time is excessive and much longer than what we want it to be. Your personal time is valuable. Our customer demand has rapidly returned, and for that - we are most grateful. We are working feverishly to get back to full staffing where questions and concerns can be handled accurately and efficiently. We don't expect these waits to be long term, as we are aggressively hiring and training. Thank you for your ******** and understanding. I appreciate your having your preferred flights already picked out! For the outbound flights, we have rebooked you on the flights you requested. However, for your information - there is also a flight from Las Vegas to Seattle that day (Flight 753) that leaves at 3:50 PM and arrives at 6:32PM. This would avoid the extra connection in Minneapolis. If you would prefer that option, please let us know. On the return - please know that to waive any additional fare collection due to a schedule change - the arrival time has to be at least two hours later than originally scheduled, but in this case - it's actually earlier, at 10:15AM instead of the originally scheduled arrival at 12:38PM. Therefore, we have left the record as is. Regarding your credits - here are the values. They are all valid through December 21, 2022. ************* $327.60 XXXXXXXXXXXXX $156.80 XXXXXXXXXXXXX $206.20 *******, we're so grateful for your loyalty as a Platinum Medallion. We will always consider it a privilege to serve you. Regards, ******* ******** Customer Care Consumer Response /* (2000, 7, 2021/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) REsolved my issue by rebooking the flight and provided me needed information on e-credit.

*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. ↩