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

4,829 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:03/27/2025
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.
Came back from a ln international trip yesterday and found that one of the four pieces of luggage I traveled with is damaged. The top of the hard shell suit case is cracked. My skymiles number is ********** and it was trip JOOXRL.
Business Response
Date: 04/17/2025
RE: Case ******** Hello *******,Thank you for entrusting your business to Delta. As a Gold Medallion member, you are an integral part of our customer base. We are sorry to learn that your priority baggage was damaged during your recent trip on March 26, 2025.We try to ensure that baggage arrives with the passenger and in the same condition as when it was checked into our care. A damaged bag report was created for you; your file reference number is ************* one time exception, Delta Air Lines will offer you a new bag, that you can select free of charge, at our Online Baggage Replacement *********** will receive a separate email, from ***************************************** with the steps to log in to our Online Baggage Replacement website and order your new bag. This is handled by our preferred vendor ******* of *********************We value the relationship you have with Delta Air Lines and would be delighted to have another chance to restore your trust and confidence in our service.Sincerely,******* ******* Claims Manager Customer Care - Baggage Delta Air Lines
Customer Answer
Date: 04/17/2025

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,

******* ******
Initial Complaint
Date:03/27/2025
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.
booked a flight online and cc application said $500 off flight if accepted. i filled out and got accepted then they refused to give me credit on flight called their ***** idiots line and could not even get through to speak to a human
Business Response
Date: 03/28/2025
Hello ***,

We have received your response from the Better Business Bureau regarding your recent booking experience. I am honored to respond to your concerns.

I'm disappointed to hear of the circumstances you have described. Sadly, I'm unable to address your concerns in details, because I'm not familiar with what promotion you are referring to. Many of the introductory offers has terms we abide by. We have several credit cards with **************** where there are promotional offers, please share more details regarding this credit card introductory offer.

Thank you for allowing us to respond to your concern.

I've included a copy of our response for the BBB files.

Regards,

******* ******
Customer Care
Delta Air Lines
Customer Answer
Date: 03/31/2025

Complaint: 23125083

I am rejecting this response because:
This offer popped up on delta's website i would hope that an employee from would know what is on their own website and the promotions they are running.

Sincerely,

*** ******
Business Response
Date: 04/01/2025
Hello ***,

We have received your response from the Better Business Bureau regarding your recent booking experience.

We have several credit card offers via our website. Sadly, I am unable to identify the credit card you applied for as we do not conduct the credit application. This process is handled by ****************. Nonetheless, many of our offers do not offer money "off" your ticket, but rather a statement credit back to your card. Without sharing the actual offer you signed up for, we will not be able to address your concerns properly or verify any issues.

Thank you for allowing us to respond to your concern.

Regards,

******* ******
Customer Care
Delta Air Lines
Initial Complaint
Date:03/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 16, 2025, I was scheduled to fly with Delta from ****** (EWR) to ****** (AUS) with a layover in ******* (Flights 2340 and 1335). I purchased my ticket with a Delta ********************* card, which provides one free checked bag per person when flying Delta.Due to a Delta flight delay, I was rebooked by a Delta gate agent at EWR onto a United Airlines flight. Because I was no longer flying with Delta, I was charged $120 by United for three checked bags ($40 per bag). This fee would have been waived under my original Delta booking.When I asked about the baggage fees at the time of rebooking, the Delta agent told me I could request a refund through Delta once I got home. I followed those instructions and submitted a reimbursement request online. However, Deltas form did not allow for any explanation or file upload. My request was denied under Case #******** with no opportunity to clarify or appeal.This fee was incurred through no fault of my own. I was rebooked involuntarily and acted on instructions from a Delta employee. Deltas failure to allow customers to provide context or documentation during reimbursement requests is unacceptable and unfair.Desired Resolution:I am requesting reimbursement of $120 for baggage fees I paid as a result of Delta's delay and rebooking. I also urge Delta to revise its reimbursement process to allow customers to explain circumstances and upload documentation when submitting claims.
Business Response
Date: 03/26/2025

Hello *******,

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

We have received your complaint filed with the Better Business Bureau reagrding your reimbursement request in ************************** case ******** related to the controllable delay of Delta Marketed and Operated Flight 2340 from ******, ** to *******, ** on March 16, 2025. I'm happy to review your concerns.

After reading your emails and case as well as reviewing your reservation, I can understand why you wanted to contact us as soon as possible. I understand you wouldn't have had to pay those baggage fees if you hadn't needed to rebook on the United flight. I'm so sorry you had to change your plans due to our delay and had added costs. We can certainly make the exception to approve reimbursement for the baggage fees. This will be distributed via ACH.

We will be processing your payment of $120.00 via Automated Clearing House (ACH) transfer. You will receive a separate email, from Delta Air Lines, Inc. via our third-party payment processor ******** <***********************************>, to register for your funds. You may want to check your spam folder if you dont see the email in your inbox.

You have 15 days to accept your payment through our ACH system; if left unclaimed, payment will automatically be converted to a paper check and sent via **** to the address on file:

********************************************************
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 SkyMiles Member and we look forward to serving you well at the next avaiable 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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Initial Complaint
Date:03/25/2025
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.
Delta cancelled my return flight and could not get me home for 2 days. I did not have enough medication to stay that long. A flight did later become available the next day that I booked through delta and then had to rent a rental car to get from *** to ***. Delta said that was fine by chat, but is now not reimbursing me for it the flight and rental car.
Business Response
Date: 03/26/2025
Hello ******,

We have received your response from the Better Business Bureau regarding your travel experience on March 17, 2025 departing ********, **. I am honored to respond to your concerns.

After reading your complaint, I can understand why you felt the need to bring this issue to our attention. At Delta we take pride in being an on-time airline. Although this cancellation was uncontrollable, we understand that you have a schedule to maintain and when our flights do not operate as scheduled this will adversely affect you. Please accept our sincerest apology for the inconvenience caused.

Flying with Delta should be enjoyable, and I am sorry the cancellation on your first flight caused your travel experience to be otherwise. Our goal is to operate our flights as scheduled, but at times due to weather and air traffic control issues, that becomes impossible.

When flight disruptions happens in relation to issues outside of our control, we do not compensate or reimburse for expenses. Although this is our policy, we will consider your lodging expense at market rate for ********, **. Our policy does not approve car rental expense as alternate transportation to destination.

We will be processing your payment of $391.90 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:

**********************************
**********************-2551
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

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: 03/26/2025

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,

Amana **********
Initial Complaint
Date:03/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was discriminated against by being denied a wheelchair and tried to sabotage my travel plans. I was also lied to by an agent who repeatedly lied and stated, the door was already closed and it was too late to board. She also lied and stated, security would not allow my bag Id intended to check in wouldnt be permitted. She stated 2x she was rebooking my flight to the next day. My bag went through security with no issue and when I arrived at the gate, my zone had not boarded and the door was still opened. One of the agents followed me to inform the gate agent who then reprimanded me. I believe they oversold the flight and attempted to use our tickets. Delta, refused to hold their employees accountable.
Business Response
Date: 03/31/2025
Hello Shaina,
We have received your complaint filed with the Better Business Bureau regarding your travel experience. I am happy to see your concerns were addressed via case number 12606463.
Regards,

******* ******
Initial Complaint
Date:03/24/2025
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.
When my family and I were boarding the plane we were the last to board. I witnessed a lady passing us on the boarding bridge, pulling 2 wheeled suitcases. She seemed disheveled and rushed. When I boarded the plane she was the pilot. I asked the air line stewardess, if she was ok, I asked is she a new pilot, how many hours does she have. I was to ask her. I said, no. She was already seated with a headset on. Once seated I was approached by the stewardess and interrogated about her gender, over and over again. In front of my family and passengers. She left, and the pilot came up to me and started the gender integration process again. Very rudely and defensively. Instead of easing my concerns they escalated the situation. 2 minutes later the stewardess came back and started the process again. Asking me about my future flight with Delta. I felt like she was looking for retaliation for daring to ask for some sort of reply to ease my concerns for my family.
Business Response
Date: 03/24/2025
Hello *******,

Please accept our sincerest apologies for the distressing experience you and your family encountered during your recent flight with us. Your concerns are important to us, and we deeply regret the way the situation was handled.

Please rest assured that our pilots are thoroughly trained and must complete a significant number of hours before they are allowed to operate flights. When any questions arise regarding our flight crew, we take them seriously to ensure the safety of all passengers on board. We sincerely apologize for the manner in which your concerns were addressed. It is not our intention to make any passenger feel uncomfortable or interrogated. The behavior you described from our staff is not reflective of our standards, and we are truly sorry for the discomfort it caused you and your family.

Regarding your request for a refund, we regret to inform you that this situation does not merit a refund as the ticket is considered flown. However, if you would like to cancel your return trip and refund the return portion of your journey in lieu of transportation with another airline, please contact our reservations team, and they will assist you further. Please be assured that this information has been forwarded to our in-flight management team for review. We are committed to improving our service and ensuring that such incidents do not occur in the future.

Thank you for bringing this to our attention, and we apologize for any inconvenience this may have caused. We appreciate your understanding and hope to have the opportunity to serve you better in the future.

Regards,
******* ******
Customer Answer
Date: 03/30/2025

Complaint: 23107934

I am rejecting this response because:

Sincerely,

******* *******
Business Response
Date: 03/30/2025
Hello *******,

We welcome the opportunity to assist you further, however, I am unable to see details or a response regarding your rejection. As previously mentioned, we are unable to offer a refund in this instance. If you would like to cancel your return trip and refund the return portion of your journey in lieu of transportation with another airline, please contact our reservations team, and they will assist you further.

Regards,

******* ******
Initial Complaint
Date:03/23/2025
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.
Hi - I had a past credit with Delta Airlines under ticket number *************. I tried to reuse this balance and paid an extra $662.35 to buy a flight in Jan 2025 for a total cost of $1,132.95. I was unable to make this flight because of severe cold freeze in the northeast and had cancelled the flight well in advance of checking in. I logged back in to try and reuse this balance, but Delta is showing this ticket as expired, even though I had cancelled the flight only a few weeks previously and comingled new funds for the flight. I tried to call Delta, but customer service was unable to help. I was told to file a request online with corporate customer service, and I was given a case number ********. My request for reissuance of credit and / or full refund was turned down. This is a significant amount of money and I can't afford to lose this money. I am happy to use to travel with Delta, but to just take someone's money is just not right! They are earning interest on free cash sitting with them so this should not be an issue.
Business Response
Date: 03/23/2025
Hello ************,

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

We have received your complaint filed with the Better Business Bureau regarding your extension request for expired credit *************. I'm happy to review your concerns.

After reading your ************************** case ******** and your complaint with the Better Business Bureau, I can understand why you wanted to contact us as soon as possible. Given the situation, I have issued a new credit in your name under credit ************* in the amount of $1,132.95. I've deposited the credit into your wallet. This credit will expire on March 23, 2026 and no further extensions will be provided. We appreciate your patience and understanding regarding this matter.

************, we know when you travel, you have a choice. Thank you for choosing Delta as a SkyMiles Member and we look forward to serving you well at the next available opportunity.

Regards,

**** ***
Customer Care
Delta Air Lines

This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.

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Customer Answer
Date: 03/24/2025

Better Business Bureau:

I really appreciate this service offered by BBB. Filing this complaint helped me get in touch with the right parties, who I had been unable to contact even after hours of phone calls.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

************ *****
Initial Complaint
Date:03/23/2025
Type:Customer Service 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'm a Diamond Medalion Member with an **************** Delta Reserve Credit Card. I spend a fair amount of money with Delta and they make a lot of money off these transactions as they should. I have an eCredit of approximately $500, from when I bought a ticket for my employee, ****** ****** on 2/23/2024. That trip was cancelled. She gave me permission to have the eCredit transferred to me as the one who paid for the ticket. I have taken and paid for a fair number of flights between 2/23/2024 and 02/23/2025. Today I tried to use the eCredit and was told it expired. I did not know that the eCredit expired - shame on me, I guess. This $500 represents less than 1/100th of the amount I have spent with Delta credit cards and with Delta directly in the last year through my business. It's not a huge amount of money to them. One would think that keeping a customer like me happy would be worth the $500. I'm disgusted with them at the moment. They could have easily applied that credit to prior flights, but they just won't. Terribly poor business decision. If I did this with my customers I'd be screwed.
Business Response
Date: 03/23/2025
Hello ****,

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

We have received your complaint filed with the Better Business Bureau regarding your credit extension request for credit ************* under ****** ******** name. I'm happy to review your concerns.

Thank you kindly for reaching out. I'm more than happy to review your case for an exception. Would you be so kind as to reply with the reason the credit was unable to be used prior to the expiration date? Thank you and I look forward to your response.

****, we know when you travel, you have a choice. Thank you for choosing Delta as a Diamond 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: 03/24/2025
Hello Delta Representative,
I'm responding to your request for more information. The reason the credit was not used was because I did not know the eCredit would expire. Before ****** ****** left my employment she called Delta and gave permission for the credit to be used by me since I was the one that paid for the ticket. She stated that when she spoke to the Delta representative they told her that all I had to do was call to use it. She stated that she did not believe the credit would expire. Shame on me that I believed her. I only missed the deadline by a month. Thank you for your consideration.
****
Business Response
Date: 03/25/2025
Hello ****,

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

We have received your response to our response to your complaint filed with the Better Business Bureau regarding your credit extension request for credit ************* under ****** ******** name. I'm happy to review your concerns.

Thank you kindly for that information. We can certainly make the exception to issue a new credit in your name given the situation. This will expire a year from today and all travel must be booked and completed by that date. We will not be able to extend this credit again. This will be available for use in your wallet within 72 hours.

****, we know when you travel, you have a choice. Thank you for choosing Delta as a Diamond 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.!500RO0Pz7np:ref]
Customer Answer
Date: 03/26/2025

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,

**** ********
Initial Complaint
Date:03/23/2025
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.
On 12/31/2024 we were boarded onto a plane heading for ATL. After sitting on the plane for 15min, an announcement was made that we would have to de-plane. There was a mechanical issue with hydraulics, and they stated they would not have parts or another plane available for passengers trying to catch a connecting flight. After getting off the plane, I spent 6-7 hours on the phone rescheduling our trip. We also lost the first night of our ****, and this cost us $698.25. This also led to a number of issues between us and the host of the **** because Delta designated the flight as delayed, not cancelled. This precluded us from using our travel insurance for a refund. The flight was obviously cancelled, they stated that no plane would be coming until the next day, and there were no options for flights out of ******* or ********.
Business Response
Date: 03/24/2025
Hello ********,

We have received your complaint filed with the Better Business Bureau. Please accept our sincerest apologies for the inconvenience you experienced during your recent travel with us. Your concerns are important to us, and we deeply regret the difficulties you faced.

On December 31, 2024, we understand you were deplaned due to mechanical issues with aircraft. We understand that after getting off the plane, you spent 6-7 hours on the phone rescheduling your trip, and lost the first night of your ****, costing you $698.25. This also led to issues between you and the host of the **** because Delta designated the flight as delayed, not canceled, precluding you from using your travel insurance for a refund. You may use this correspondence and resubmit your claim with your travel insurance as you are correct, the flight was delayed more than 24 hours causing you to miss the first night of your ****. You were unable to arrive in SXM until January 1st, 2025, at 3:11pm, due to our flight disruption.

While we share your disappointment, we hope you understand that we are unable to consider reimbursement for pre-paid expenses or intangibles, such as other airline tickets, unused hotels and cruises, car rentals, recreational tickets, lost wages/income, child/pet care, or loss of time in these instances. Accordingly, we are unable to honor your request for reimbursement.

We appreciate your understanding and patience during this challenging time. Please know that we are committed to improving our service and ensuring that such incidents do not occur in the future. Thank you for your continued loyalty and support.

Regards,
******* ******
Customer Answer
Date: 03/24/2025

Complaint: 23104527

I am rejecting this response because:

this is not an equate response from delta. We are no longer able to submit a request to the travel insurance. Delta continues to not take responsibility for their actions, when they deliberately lied about a cancellation vs delay. This causes issues for passengers, which I am sure they are aware. Delta us a huge company which could easily reimburse me for the funds we have lost as a result of their actions. If they choose not to, it indicates they do not value the customer.

Sincerely,

******** *******
Business Response
Date: 03/25/2025
Hello ********,

Per our Contract of Carriage, Delta is permitted to delay flights until the next day if necessary. Unfortunately, we are unable to reimburse prepaid expenses, regardless of the nature of the flight disruption. We understand this policy can be disappointing, and we regret any additional stress it may have caused.

We strive to provide accurate and timely information to our passengers and regret any miscommunication regarding the status of your flight. Your feedback is invaluable, and we will use it to improve our services and communication.

Thank you for your understanding and patience. We value your patronage and hope to serve you better in the future

Regards,
******* ******
Customer Answer
Date: 03/28/2025

Complaint: 23104527

I am rejecting this response because:
I understand that Delta has a policy that they are permitted to delay flights until the next day if necessary, but Delta having a policy which allows that does not make it acceptable customer service. Delta has clearly changed the definition of a cancellation to allow them better scores or percentages. But in reality, moving a flight to an entirely new day is actually a cancellation when you consider the other peripheral plans made by travelers. I know of other travelers which have had vouchers or some type of compensation for prepaid expenses that were lost due to a Delta error. I have filed a complaint with the *** as well as the BBB, and I am expecting Delta to handle this issue appropriately.

Sincerely,

******** *******
Initial Complaint
Date:03/23/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a SkyMiles (950-852-3181) member since 2022 and have had several experiences with Delta Airlines. However, I am extremely disappointed with my recent experience regarding an eCredit issued for a flight with no entertainment on a 5+ hour trip to ***** (Flight DL 172, Confirmation #HAGK82) in September 2022.After recovering from health issues that arose following that same trip, I was excited to travel again and called Delta to inquire about my eCredit. After an extensive wait time, I was informed that my eCredit had been archived and that there was no customer service phone number available to assist me further. I then submitted a complaint through Deltas website but have not received any *********** a loyal Delta customer, I find this level of service unacceptable. A lack of consideration and an inability to speak with a representative are major concerns. I am requesting ****** SkyMiles as compensation for the poor customer service experience and the inconvenience caused.I hope Delta takes this matter seriously and resolves this issue promptly.Desired Resolution:Credit my SkyMiles account with ***************************** for the inconvenience and lack of proper customer service.
Business Response
Date: 03/24/2025
Hello Layla,

We have received your complaint filed with the Better Business Bureau regarding your e-credit. I am happy to see your concerns were addressed via case number 12815457.

Regards,
******* ******
Customer Answer
Date: 03/24/2025

Complaint: 23104134

I am rejecting this response because my concerns were not met. I requested for a SkyMiles credit, not for my credit to be reinstated. The same ******* that responded to the BBB left a voicemail. This is not how you handle complaints and the lack of customer service. I am again asking for SkyMiles to be added to my membership. I like Delta a lot I even have an upcoming trip with them in August 2025. This is leaving a distaste. COVID-19 is still very much affecting us today. I was unable to use my credit due to health concerns and they dont even care.

Sincerely,

***** ******
Business Response
Date: 03/24/2025
Hello Layla,

We understand the inconvenience this situation has caused and sincerely apologize for any frustration you may have experienced. Our policy states that all tickets and vouchers have a validation period of one year. Unfortunately, since the voucher has expired, we are unable to issue compensation in the form of SkyMiles.

The $100 voucher you received is equivalent to ****** SkyMiles. Issuing compensation again would not align with our policy, which was correctly followed in this instance. We regret that we cannot fulfill your request for additional compensation.

We appreciate your understanding and apologize for any inconvenience this may have caused. Thank you for your continued loyalty and support.

Regards,
******* ******
Customer Answer
Date: 03/24/2025

Complaint: 23104134

I am rejecting this response because Im dissatisfied that they are not willing to issue compensation for anything. This has been a disappointment in Deltas behavior. This might be the last flight I take with Delta.

Sincerely,

***** ******

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