Complaints

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

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  Delta Vacations

  700 S Central Ave Atlanta, GA 30354-1923

• 

  Delta Vacations

  4660 W. 77th St. Minneapolis, MN 55435-4901

• 

  Delta Vacations

  503 County Rd. 42 E. Burnsville, MN 55306-4523

• 

  Delta Vacations

  2915 N Broadway Minot, ND 58703-0663

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:03/25/2025

  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.

  To Whom It May Concern:I booked travel with Delta vacation in September because I needed help finding 2 rooms and 1 with two beds, downtown ****** and close to the harbor. Delta assured me they did not charge extra for this service. They recommended ************ and said the amount was $******+ After our stay in ****** we asked for a receipt and the charges were *********. The equivalent of approximately *******USD, NOT ******+We contacted Delta to notfy them of the error as they Overcharged us by over $3000.00USD. They refused to give us a refund of the difference and offered us ****** each in E-credit. I have called and emailed several times to no avail. I called the hotel and they said, Delta paid them the *** equivalent as is shown on their website. Every other purchase made was converted to USD by our banks and was approximately 40% lower. I have used Delta for years and considered them a trusted source to assist me. They claim to not charge for assistance but instead have ripped us off!! I need help getting my money back and I do not want it in the form of e-credits.

  Business Response

  Date: 03/26/2025

  Good morning, 

  Thank you for being a Gold Medallia member, I hope all is well and you are enjoying your week. I am in receipt of your complaint to the Better Business Bureau, Thank you for giving me the opportunity to respond to your complaint. 

  I would like to send my apologies for any inconveniences our miscommunication has caused, and I hope you enjoyed your time in *********. After a review, Delta Vacations does not charge a Service Fee or anything of that nature as confirmed by our Reservation Agent during booking. Delta Vacations receives an allotment of rooms at a wholesale price from our hotel partners which are then made available to our guests. All services are free to use, the prices our guests receive includes taxes/fees, which I have provided the component pricing below. Our hotel partners do not have access to our taxes/fees, and their receipt would not have included those prices. In lieu of the Delta Vacations Travel Certificates offered, we would like to offer $100 per person refund to the Original Form of Payment in addition to ****** SkyMiles per person. 

  Delta Vacations Reservation:  17838818

  Guests:  Ms. ******* ********, Ms. ********** *****, Ms. ****** ********

  Hotel:  *************

  Dates:  27Dec24-06Jan25

  Total Price:  $11,351.23

                        $5345.88 - Ms. ******* ********, Ms. ********** *****

                        $5063.35 - Ms. ****** ********

                          $942.00 - Travel Protection Plus Insurance

  Thank you for your feedback, we strive to meet expectation with each guest and it is through your feedback that we are able to improve our products/services. We appreciate your loyalty, Thank you for choosing Delta Vacations. Have a great day and rest of your week, Talk soon!

   

  ********* ********, Engagement Coach, Reservations Support

  Delta Vacations, ********************************************************

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

   

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23113082
  
  I am rejecting this response because:
  That is still very deceptive.  The difference between what I paid Delta and what they paid the hotel is over 3kUSD.  To say they don't charge extra just means the charges are Hidden.  Hilton Hotel shows the prices in USD and AUS on their website. It's approximately 40% discount. Every bank in the US honors the conversion.   To offer me $100.00 plus skymiles is unreasonable!  That does not add up to *******USD. I would like a full refund of the difference based on how Delta received it.  In CASH.
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/26/2025

  Good afternoon, 

  Thank you for your prompt response, and I trust the Wednesday is going well. I understand how frustrating this may be and would like to send our apologies that you perceive our prices as deceptive, however we do not advertise that we offer wholesale pricing. We are not a wholesale retailer; we offer the ability to receive unpublished airfare and bundle it with land services at a discounted rate, depending on time of booking. There is no fee to use our services, the prices shown reflect Delta Vacations taxes and fees which are agreed upon when booking. The hotel price provided to you by our partners is a wholesale price provided to Delta Vacations, which taxes and fees are added and then published on our website. Based on the time of booking, prices may vary even at times being lower than the hotel website itself. As we are not able to refund due to no overcharging, I would like to offer as gesture of goodwill $200 per person refund to Original Form of Payment and an additional ***** SkyMiles per person.

  We value your business and your loyalty, and trust that we will be able to reach a fair resolution. Thank you for your time and enjoy the afternoon. Talk soon!

   

  ********* ********, Engagement Coach, Reservations Support

  Delta Vacations, *****************************************************

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

• Initial Complaint

  Date:01/30/2025

  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 WANTED THE RIGHT PEOPLE TO SEE THIER STARS!!!!ASK FOR *******!!!!! SH'S AMAZING!Working with ******* was an absolute dream! My boyfriend and I made a few mistakes while trying to book and bundle out trip to *********. She patiently listened to our complaints with willingness to address our concerns with proactive problem-solving skills!******* completely showed me why a travel EXPERT will definetly save your life, time, sanity, and money! She stayed on the phone with me for over 2 hours! Walking me thorugh steps, ideas,recomnedations, accomenations, and insight. THIS WOMAN DESERVES A RAISE!!Keiosha 100% went above and beyond to ensure every detail was perfect and to my liking. The service? 5 GOLD STARS! From her great smile over the phone, to her asking the rigt questions to make sure everything I saw in my head became a reality. Thank you *******. for making our trip the most memorable one yet!

  Business Response

  Date: 02/10/2025

  Ms. *****,

  Thank you so much for the positive feedback for *******, I will make sure her leader is aware of the great experience you had with her.

  Hoping you have an amazing time in *********!

  Regards,

  **** ******, Customer Engagement Manager

  ********************** 

• Initial Complaint

  Date:01/24/2025

  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.

  Delta Cruises advertises as a Delta entity, however it apparently is NOT a part of the Delta Vacations and the Delta *** program. Advertisements and small print also do not explain or notify that it is not part of the *** program. I booked a cruise through Delta Cruises with expectation that the cruise would count to 2025 *** status. This was also verified with Delta agents via call(s) and text(s) both before and after the cruise to confirm that the cruise would count toward *** credit. Event the agents weren't aware that Delta Cruises weren't part of the Delta vacations programs (apparently either is ******* see attachment). It's misleading and deceptive. Only asking that I receive the *** credit I was misled into thinking was part of the trip.

  Business Response

  Date: 02/10/2025

  Mr. Vollrath,

  I am in receipt of your communication to the Better Business Bureau regarding your disappointing experience. Unfortunately, I am unable to assist with Delta Cruise bookings or issues from a Delta Cruise. I suggest you reach out to Delta Air Lines directly so they are made aware of the issue that you experienced.

  Kind Regards,

  **** ******, Customer Engagement Manager

  ********************** 

• Initial Complaint

  Date:01/18/2025

  Type:Order 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 FULLY PAID off my celebrity reflection cruise on 6/14/24 using my personal accounts. Then I was forced to pay an extra $619 at the extreme last minute or my cruise would be canceled and Id forfeit all monies paid which was the $1,317.75. Those were the predatory tactics that were used to scam me out of additional money. Embarkation was set for 9/9/24-9/13/24. This was a celebratory sailing for my partners a birthday. This was a gift from me but ended up having to use our joint Truist account ending in 0891 **** to pay the $619 which is fully funded by my partner only. This was our first cruise and our first time on Celebrity as well. The lackluster help I received from ******* at Delta Cruises was deplorable! She was aggressive, rude, extremely unhelpful, completely disingenuous. Tried explaining to ******* that my trip was fully paid off, I never changed my stateroom nor paid money on another room at all. She told me I had to pay almost $700 at first then she came back with a different figure which was $619. I was told that final payments had to be submitted by 6/16/24 and come to find out that was untrue per Celebrity it was 6/18/24. I went to Guest Sevices onboard the ship the day of embarkation and asked them what was the occupancy of our sailing. I was told it was only at 34% which isnt even half full. I was told by Delta Cruises that all the rooms had sold out. While at ************** I also asked to be put on the upgrade list in which we were never awarded. Delta Cruises took full advantage of me being a first timer and I was definitely mishandled which is extremely frustrating, disheartening and disappointing. This was a horrible experience hence Im still fighting to be refunded. Ive attempted to handle this situation on my own and have been given the runaround and every lie you can think of to make it appear that I didnt over pay which is completely dishonorable and unacceptable.**All supporting documents are included.

  Business Response

  Date: 01/21/2025

  Hello,

  I am in receipt of your communication to the Better Business Bureau regarding your disappointing experience. After review, I am sorry to say that since your cruise was not booked with Delta Vacations, I am unable to assist. I was able to locate a number for Delta Cruises: ************. If you go to the website, they do also have a "Contact Us" section that potentially has additional contact information. The website is **********************************.

  I apologize for not being able to assist further.

  Regards,

  **** ******, Customer Experience Manager

  ********************** 

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to Delta Vacations failure to provide the service I paid for and their inadequate response in addressing the ******** spouse and I booked a vacation package through Delta Vacations to celebrate a birthday and honeymoon . A significant factor in our decision was the booking of an ocean-view room, which we specifically selected and paid for. Upon arrival, we were placed in a courtyard-view room, which was a clear downgrade from what was purchased. This completely diminished the experience we planned for this once-in-a-lifetime occasion.I contacted Delta Vacations customer service to report the issue. Despite acknowledging the miscommunication, they refused to issue a partial refund or any meaningful compensation. Instead, they offered a $250 Delta Vacations travel certificate per person, which I find grossly inadequate considering the significant downgrade and emotional impact this had on our honeymoon. it cost more to upgrade for 6 nights versus the amount of the certificate given. According to Delta Vacations policies, customers are entitled to the services they pay for. When those services are not provided, it is the companys responsibility to offer fair compensation. Delta Vacations has failed to uphold this standard.I have made multiple attempts to resolve this issue directly with Delta Vacations, including contacting their customer service department and escalating the matter. Unfortunately, they have refused to offer an appropriate resolution.

  Business Response

  Date: 01/21/2025

  Hello,

  I am in receipt of your communication to the Better Business Bureau regarding your disappointing experience with Delta Vacations. I appreciate your feedback and the opportunity to review your booking. I am so sorry to hear this had an impact on your honeymoon, I can only imagine the frustration considering it was such a special occasion.

  Upon review, I do see that ****************** did assure us you were assigned to a Junior Suite Ocean View room, which is what I'm showing you booked. I know that there are times the ocean view isn't as prominent as it would be if an ocean front room is booked because the ocean view rooms mean that somewhere from the room or balcony there is a view of the ocean, although sometimes it's not the best view. I'm sorry that this happened on such a special trip. 

  I see that we have issued $250 per person travel certificates to apply to a future Delta Vacation. However, due to the impact that this had, I would like to also offer you 500 SkyMiles each as well as an additional $250 (total) that I will refund to the credit card on file. It is my hope that this will allow you to take another trip in which we can provide you with the level of service we pride ourselves in.

  Regards,

  **** ******, Customer Engagement Manager

  ********************** 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22793318
  
  I am rejecting this response because:

  Thank you for your response and for reviewing my complaint. I appreciate your acknowledgment of how this situation impacted my honeymoon and for the compensation offered thus far.
  
  
  However, I must clarify a significant point: the hotel itself confirmed to me at check-in that the Junior Suite Ocean View room I requested and paid for was not available. They acknowledged the discrepancy and informed me there was nothing they could do to resolve it.
  
  
  This is why I have been addressing this issue with Delta Vacations rather than the hotel, as I booked my vacation packageincluding the room upgradewith your organization. The $2,000 upgrade I paid for an ocean-view room was clearly not fulfilled, and I have now been stuck in the middle between Delta Vacations and the hotel with neither providing an adequate resolution.
  
  
  While I appreciate the $250 travel certificates and additional SkyMiles, this does not address the substantial financial loss for a service that was never provided. According to Delta Vacations' policies, customers are entitled to the services they pay for. When those services are not provided, it is the company's responsibility to offer fair compensation. Delta Vacations has failed to uphold this standard.
  
  
   As a loyal Delta customer, I urge you to take full accountability and issue either:
  1.A refund of the $2,000 upgrade fee, OR
  
  
  2.A substantial travel credit equivalent to the value of the paid upgrade.
  
  
  This situation highlights a breakdown in service between Delta Vacations and your partner hotel, and I hope you will take responsibility to uphold the high level of service your company is known for. 
  Let me be clear: I am not seeking unreasonable compensation, but I will not accept an offer that fails to address the inconvenience and disappointment caused by Delta's mishandling of this booking. If this matter is not resolved to my satisfaction, I will be left with no choice but to escalate this issue further through the ********************************* (***), and various public consumer review platforms.
  Thank you again for your attention to this matter, and I hope we can arrive at a fair resolution.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/21/2025

  Hello,

  Thank you for the additional information, I appreciate it. We have been in communication with the property and were assured that you received the room category that you booked. Do you know who advised that it wasn't the correct room type? I definitely agree that if that is the case, you would be owed a refund for the difference in room category. I am more than willing to go back to them if you can provide me with more information to do so. We were provided with confirmation from their system of the room type they provided as well as records of courtesy calls that they made, they have advised when they called on December 22nd they were told everything was good and there were no concerns. Did they perhaps notate anything that you received upon check in regarding the room?

  I was able to confirm that we were billed for the ocean view room, if we had been billed for an alternate room I could use that information to refund you but everything that I've been able to locate confirms the ocean view room.

  Thanks again,

  ****

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 

  Hello yes it was a lady at the front desk that checked us in. I am assuming her name would be visible on the checkin information. I did not get her name. She let us know that the ocean view room was not available at checkin and that it was booked up. I tried to reach out to Delta but my phone service wasnt allowing me to do so. I received a call asking how my current room was and I let them know that it was clean and okay. The reason why they called my current room to check on me was because they knew that they gave me the downgraded room but could not fix it. Upon checkout I asked for receipt and they mentioned I did not need one and it should be updated on Deltas end that I received the downgraded room. Thats why I reached out to you all the day after I got back in town. At this point I believe that they are trying to get away with giving me the wrong room but charging me as if they provided the upgraded room. 

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

  Business Response

  Date: 01/28/2025

  Hello,

  I reached back out to the property and provided the information you gave me. They advised that you were in room 3040 for the entirety of your stay, which is a Junior Suite Ocean View room. Is the room number they provided correct? 

  Unfortunately, I'm unable to verify that you were downgraded upon arrival. All communication we have received from the property shows that you were in the correct category. If you have something in writing, or if your invoice from the property shows something different, please let us know. You can also reach out to our ************************ at *************************************** and provide them with the supporting documentation.

  Regards,

  **** ******, Customer Engagement Manager

  ********************** 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22793318
  
  Thank you for your response. However, I must inform you that the information provided by the property is incorrect. I did not stay in room 3040, as you stated in your response. Instead, I was placed in room 3081, which was not the Junior Suite Ocean View room that I paid for as part of my Delta Vacations package. It was a double bed courtyard view facing towards another property. 
  
  
  It is deeply disappointing that despite clear discrepancies in the information being provided by the property, Delta Vacations has not taken a stronger stance in addressing this issue. I booked this vacation and paid for the $2,000 room upgrade through Delta Vacations, not directly with the property, and I expect Delta to be on my side in resolving this matter.
  
  
  The response so far suggests that Delta Vacations is siding with the property, leaving me, the customer, unsupported. This is unacceptable, and I will just go ahead and file a complaint with the Department of Transportation due to the deceptive handling of this situation and the failure to deliver the service that I paid for.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/04/2025

  Hello,

  Thank you so much for the additional information, I was hopeful that if you were not in the room that I was advised of that you would be able to provide me with the room you were assigned to so I can determine what happened. Please know that I'm not siding with the property, if you didn't get the room category that you booked I absolutely agree with you that you should receive a refund for the downgrade. I am able to use the room number you provided to escalate this complaint and will do so.

  I am actually going to assign this to one of our ************* associates so they can reach out to you instead of us going through the Better Business Bureau complaint to communicate. I would recommend keeping your complaint open until a resolution is achieved so you still have this avenue should you need it.

  Regards,

  ****

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22793318
  
  Thank you the room number they placed me in is 3081. I appreciate your help on this. As the property seems to not be honest about a few things and I would like to get this resolved as its been a long time trying to get this resolved. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/03/2025

  Type:Billing 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.

  Hello,I booked a package with Delta Vacations and I am being refused the ability to see what I was charged in an itemized receipt. I requested a receipt to see the taxes and fees associated with my purchase and was told that would not be provided. This seems deceptive because how would the consumer know the nature of the fees they were charged and if the fees are within reason why is Delta Vacations refusing to share the itemized receipt. This lack of transparency allows the business to charge whatever they would like which might not be fair to the consumer and also does not allow the consumer to accurately compare costs against competitors.

  Business Response

  Date: 01/06/2025

  Ms. **********,

  I am in receipt of your communication to the Better Business Bureau regarding your disappointing experience with Delta Vacations. I appreciate the feedback and the opportunity to review your booking.

  While we aren't able to provide component pricing before travel, we are able to once travel is complete as we understand there are times there is a business need for the component pricing. I will make sure that the agent that advised they were unable to provide you with this pricing is provided the appropriate training to prevent this frustration from happening again.

  The price of your flights was $322.60 and the Chicago Marriott Downtown **************** was $1,141.20.

  Please let me know if there is anything else I can assist you with.

  Regards,

  **** ******, Customer Engagement Manager

  ********************** 

• Initial Complaint

  Date:12/27/2024

  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.

  I am seeking assistance with an unresolved complaint against Delta Vacations regarding a trip I booked to Secrets Wild Orchid in ******* (November 1117, 2024). The experience was unacceptable, and despite contacting Delta Vacations, my concerns remain unresolved.Upon arrival at 2:45 PM local time, my companion ***** ******* and I were delayed in receiving our room due to a strike the travel agent had not been informed of, finally getting access around 4:45 PM. Once in the room, we immediately noticed a leak from the air conditioner. Maintenance did not address the issue until two days later, and even then, the excessive moisture remained, causing our clothes, towels, bed, and furniture to become damp. Several clothing items developed mildew, and Janets CPAP machine absorbed moisture, requiring her to replace its components upon returning *************** offered a downgrade to a non-preferred room far from our location, which was unsuitable for ***** due to her knee replacements. No other accommodations were provided, forcing us to spend most of our trip outside the room to avoid the damp conditions.Delta Vacations initially offered a one-day refund, which I declined, requesting a full refund for the hotel portion due to the miserable conditions and damage incurred. As of December 27, 2024, I have not received any further response.I ask for your help in holding Delta Vacations accountable for a fair resolution. Please contact me at ************ or ************************* for additional information.

  Business Response

  Date: 01/14/2025

  Ms. *******,

  I have been in receipt of your complaint to the Better Business Bureau regarding your disappointing experience with Delta Vacations.  I appreciate you giving me the time to review your file and respond to the complaint. I am so sorry to hear that your vacation was impacted by the strike in *******, I can certainly understand your frustration.

  I am going to have our ************* supervisor, ****, reach out to you so that he can work with you on a satisfactory resolution. He will reach out by tomorrow, January 15th, 2025.

  Regards,

  **** ******, Customer Engagement Manager

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

  Customer Answer

  Date: 01/14/2025

   
  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:12/19/2024

  Type:Sales and Advertising 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 there,I have booked a delta vacation to boost my MQD to reach my delta status. I have the vacation confirmation # here: ******** However, after I traveled all the way from *********** to ***** to pick up my car, they said my reservation was cancelled.I did not have any cancellation email sent to me or anyone ever reach out to me about my trip was canceled. The only email I have is the confirmation email that my delta vacation is ready and thats why I spent time and energy and money to travel to ********* for this trip. This has caused significant frustration to my trip and myself. Please help with this. Thanks!

  Business Response

  Date: 12/25/2024

  Mr. Pan,

  I am in receipt of your communication to the Better Business Bureau regarding your disappointing experience with Delta Vacations. I appreciate your feedback and the opportunity to review your booking.

  I would like to give my sincere apologies for the inconveniences you faced upon arrival in *********. I can only imagine the disappointment when you learned your package had been canceled due to suspected fraud. We do our best to handle all potential fraud quickly and efficiently, and have had to develop specific policies regarding fraudulent bookings. I do see that you have talked to ********* in our ************************ and she offered ********************** travel certificates for the inconvenience. I know that doesn't take back the issues that you experienced but I do hope that it gives us a chance to provide you with the level of service we pride ourselves in.

  I am also going to provide this information to the department that handles fraudulent bookings, hopefully they can review and find a solution so this doesn't happen again in the future.

  Regards,

  **** ******, Customer Engagement Manager

  ********************** 

• Initial Complaint

  Date:11/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a vacation through Delta Vacations and cancelled within 4 weeks out of the trip because of a family emergency. Upon cancellation, the screen said that I would be receiving refund and said how much I had to pay. However, they did not refund my original form of payment. There website is purposefully misleading. Everywhere else on the delta experience (and all other businesses) if a credit is being issued in place of a refund it is described as a credit and if money is being issued, it is a refund. Based on using the Delta site a lot it is a reasonable assumption to assume all of this would be the same. I have attempted to resolve this issue with customer service but they were unhelpful, simply copy and pasting the fine print, when the actual website had different information displayed.

  Business Response

  Date: 01/06/2025

  This customer called ************* and reached a resolution.

• Initial Complaint

  Date:11/08/2024

  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.

  We were SO anxious to return home to safety after I took my son to Barcelo ******* **** October *****th. We wanted to fly home early on day one. Our experience was far from what we had hoped for, and Im reaching out to share our concerns and seek a way to provide a review of our stay, particularly regarding the incidents we encountered. What was advertised as a safe resort was the opposite.I have videos and pictures documenting a traumatic incident where my son and I witnessed logs fall on two guests right infront of us as they were sitting under a cabana structure that our bag was under and we were standing right by. Took at least ********************************************************************************************* The next day they were painting over the other rotten log cabanas that are ready to fall and injure more people. Theyve fallen at least five other times on people that Ive read about and injured others, but being proactive about safety at the dump that is this resort is clearly not how they operate. I dont expect my flights to be refunded, but I expect a refund or certificate of the cost of our lodging at this unsafe resort that left us very traumatized and longing to come home. Delta vacations does not seem to see the importance of these cabanas being taken down or stopping sell of sending guests here until something is done to ensure safety. Basic safety is what I expected. These are not freak accidents. Its happened several times, happened to us, and will continue to happen because Barcelo and Delta Vacations clearly do not care. I paid ***** to delta vacations. They offered a $450 certificate that I have not seen, which does not satisfy me for what we went through and what we spent on this vacation from h*** Death and more injuries are bound to happen with the complete and total lack of care or being proactive about this not happening again.

  Business Response

  Date: 11/19/2024

  This customer reached out to ********************** ************* and they were able to resolve the issue