Complaints

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

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  Delta Air Lines

  Dept. 980 PO Box 20980 Atlanta, GA 30320-0980

  
• 

  Delta Air Lines

  Hartsfield International Airport Atlanta, GA 30320

  
• 

  Delta Air Lines

  Dept. 745 Sky Miles Service Center PO Box 20532 Atlanta, GA 30320-2532

  
• 

  Delta Air Lines

  PO Box 20706 Atlanta, GA 30320-6001

  
• 

  Delta Air Lines

  565 Taxter Road Elmsford, NY 10523

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:07/15/2025

  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 a flight with delta and they canceled my flight didnt rebook me and I was stuck at the airport. I was On hold for 4 hours only to be told the next flight that i can get on is Wednesday but they didnt provide me with a hotel stay or food voucher or anything after changing my flight to two days later just left me stranded and I asked for a refund so i csn Book another flight and was told It was up to their discretion as if they were doing me a favor and my flight wasnt purchased with my own money. Still stuck in *******, no where to go no hotel food etc and the representatives have no urgency to try to assist no one communicates and Im just stuck

  

  Business Response

  Date: 07/15/2025

  Hello *********,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding the non-controllable cancellation due to weather of your Delta Marketed and Operated Flight 2552 from *******, ** to ******, ** on July 14 2025. I appreciate the opportunity to address your concerns. 
  
  After carefully reviewing your email and reviewing your reservation, I can understand why you wanted to contact us as soon as possible. We didn't get you where you needed to be on time and with the service you deserve, and that's not okay. I appreciate the opportunity to make this right with you. 
  
  Rest assured, I have forwarded your formal complaints to our Routine Maintenance, Flight Operations and Reservations Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. 
  
  Respectfully, we would be unable to consider reimbursement or offer hotels or food or transportation during a non-controllable cancellation. We would also be unable to offer a refund as you rebooked your flight today and are checked in and we would be unable to both fly you on your rebooked flight and provide a refund for your rebooked flight. We appreciate your patience and understanding regarding this matter.
  
  *********, we know when you travel, you have a choice. Thank you for choosing Delta Air Lines as a SkyMiles Member and we look forward to serving you well on your next trip with us. 
  
  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.!500RO0W09nN:ref]

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23601346
  
  I am rejecting this response because: your airline caused me to miss a full day of work and I had to pay for a hotel for an extra day and for food. You are acting like my flight was delayed for a few hours It was cancelled and i dont Care the reason for the delay you have a job to do and It you inconvenience a customer It is on your part to make sure that the service we paid for is up to the standard. As a result of your airlines issues i had to lose money while spending money and then you cancelled my flight and didnt even have the decency to rebook my flight which resulted in me on hold for HOURS and speaking to MULTIPLE different ppl only to receive a flight today. You didnt assist me in anyway i believe I should be receiving a partial refund or at least a reimbursement for my hotel but obviously you only intend on issuing a sorry so i plan to file a formal complaint with the department of transportation so since you clearly refuse to resolve It there then we can resolve It through them. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 07/15/2025

  Hello *********,
  
  RE: Complaint #********
  
  We have received your rejection of our response to your complaint filed with the Better Business Bureau regarding the non-controllable cancellation due to weather of your Delta Marketed and Operated Flight 2552 from *******, ** to ******, ** on July 14 2025. I appreciate the opportunity to address your concerns and would like to advise that we are required to send a response to your rejection. 
  
  I'm very sorry you feel as though this was a cancellation caused by Delta and not by the weather. We certainly do recognize the inconvenience caused by the non-controllable cancellation and not being able to get out until the next day. My job is to handle these cases appropriately and respectfully the appropriate resolution for this case would be an apology as done in the previous response. As we rebooked you as soon as we had availability and you are planning on traveling on the rebooked, as well as due to the fact you've experienced an uncontrollable interruption, we would not provide compensation or reimbursement in this case. Our DOT team will respond as soon as they've received your complaint and reviewed your case. Rest assured, I have passed along your feedback to our leadership teams for consideration. We appreciate your patience and understanding regarding this matter. 
  
  *********, we know when you travel, you have a choice. Thank you for choosing Delta Air Lines as a SkyMiles Member and we look forward to serving you well on your next trip with us. 
  
  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.!500RO0W24I3:ref]

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23601346
  
  I am rejecting this response because: Im not sure why you responded as you said a bunch of nothing but just like i can rest assured i will be getting a response from the *** team you can also be rest assured that my complaint WILL BE THERE AND WILL BE EXPECTING A RESPONSE. The issue isnt the weather the issue is when you cancel someones flight for whatever the reason you cancel It do you expect to just leave people stranded and claim its not In your control? Thats the issue if you cancel a flight you should provide additional options for your passengers not a 6 hour hold on the phone, no where to sleep and not even a food voucher as an apology so basically if the weather is bad all of delta customers should sleep in the airport and starve? Absolutely disgusting customer service and trash airline and I will post about It everywhere i can let everyone know the experience Ive had and that everyone includes ***. Just disgusting behavior all around! These are hard times people work hard for their money and minor inconveniences to you are major to someone else so i will Say this in a way you understand you can keep your apology as It doesnt help me and i hope giving that apology makes me you sleep better at night knowing you work for a horrible company that takes advantage of people and this will be in my report to so dont worry It will be repeated 

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

• Initial Complaint

  Date:07/13/2025

  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.

  I'm disheartened by my recent experience with Delta. Due to a medical emergency, I requested that only the first leg of my round-trip be canceled. Instead, the entire trip was canceled by agent Rhealyn without my consent. Another agent, ****, reinstated the return leg but revoked the eCredit I never asked to be issued. I was then transferred to Customer Care, where I was told to follow up after my return flight. On my return from *** to ***, I experienced further issuesDeltas app wouldnt let me check in (a known issue per the ***** forcing me to arrive early for manual check-in. My flight was also delayed, which caused me to miss my transportation and spend additional money on a hotel in ********** a disabled veteran, Im hurt by Deltas claim of being military-friendly while treating customers like me poorly. I reached out again and spoke with ***** in Customer Care, who was unhelpful, offered minimal compensation, and refused to escalate my concerns. When I mentioned filing a formal complaint or seeking legal counsel, she abruptly ended the conversation.Deltas handling of this situation left me feeling disrespected, ignored, and financially burdened. For a billion-dollar company, this treatment is unacceptable. I will be sharing my experience publicly and hope this complaint prompts real accountability.

  

  Business Response

  Date: 07/16/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience regarding your cancelled flight 2204 from ******* to ******* on July 7.  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 discover your entire reservation was cancelled. I apologize for the delay on your return flight.
  
  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.  I 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, in addition to the ***** bonus miles youve already received, Im issuing an Electronic Transportation Credit Voucher for $200.00.  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 your service and thank you for making Delta Air Lines your airline of choice since 2020! We appreciate your loyalty as one of our SkyMiles members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:07/13/2025

  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.

  My first flight from *** to ATL DL0032 on 07/12/2025 Inbound flight was delayed and DL0032 delayed as well.Gate agent tried to collect bag ( GATE BACK CHECK)All passengers were on the airplane, but agent kept coming inside of the airplane with tickets and more people coming in. All the passengers were on the runaway for 30 minutes and we were wondering what's going on. The captain announced " paper work issue ". Stayed more and not about the weather went bad ( storm was expecting to hit *** area around 7:00).Captain announced and we were waiting to be called and updated. We flight around 8:45 or something. My second flight DL2997 obviously missed. While I was on the plane at ***, I used Delta App to get customer service to change next flight and did. As soon as I landed to ***, I went up A18 customer service. There was long line but only 2 gate agents. Almost standing and waiting to get hotel compensation. There were 5 groups in front of me. Most of people came from DFW DL0032. Waited more than an hour, I heard " There is no hotel available near by ATL." So many passengers were walking and lining up the customer service center from the other flight. There was no reason why I had to stay to hear " ************* available." Stayed all night at the airport. I was rebooked to DL2332 for SRQ. The gate was D29 but no update or alert. The gate changed to C40. Its ridiculous. Delta already knew DL0032 going to be delayed and a lot of connections were not going to be made. However, two gate agent and there was behind but no help. I lost a day for car reservation and hotel. Even I had to stay at hotel. No bag update.

  

  Business Response

  Date: 07/16/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 32 from ****** to ******* on July 12.  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 experience a delay which caused you to miss your connection. Im forwarding your case to our baggage department to investigate your lost bag.
  
  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.  I forwarded your comments to our Flight Operations leadership team so they can use your experience to improve our service. This will help ensure that Delta continues to remain one of the best airlines in the world.
  
  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 an Electronic Transportation Credit Voucher for $200.00.  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.  
  
  As a result of your flight disruption, we understand that you may have hotel, ground transportation or meal expenses.  Please go to ************************** and select Expense Reimbursement.
  
  
  Jihwan, 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

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:07/12/2025

  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.

  Confirmation #GSO77X. Checked two bags for the trip and somehow the two bags ended up in ******* and not ********. One of the bags also was associated to someone else were traveling with and not us. When we called delta they informed us the bag would be delivered by 11pm to us in ********. Of course it probably was not even going to leave the airport on 7-11 to be delivered. We left our hotel at 10pm to instead pickup the bag ourselves and it was in the storage area waiting for someone to deliver it. Between the mishap of the flight delay communication, no WiFi on the flight, and now having to pickup our luggage due to it being put on the wrong flight.

  

  Business Response

  Date: 07/13/2025

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding your recent travel experience. We sincerely apologize for the inconvenience you encountered during your recent travel, including the flight delay, lack of Wi-Fi onboard, and the mishandling of your checked baggage.
  
  After reviewing the details you provided, we were unable to locate your name associated with the confirmation number provided. As such, we are currently unable to properly review or process your claim. If you traveled under a different confirmation or if there is additional documentation available, we kindly ask that you provide it so we can further investigate.
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines
  
  

  Customer Answer

  Date: 07/13/2025

   
  Complaint: 23589977
  
  I am rejecting this response because the travel was under my wifes name ******* ****** and daughter ****** ******. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/14/2025

  Hello *******,
  
  Thank you for bringing your recent travel experience to our attention. On behalf of Delta Air Lines, I want to extend our sincere apologies for the inconvenience your family encountered during your journey on Flight 3690 from ******* to ******** on July 11, 2025.
  
  We understand how frustrating it must have been to arrive in ******** only to discover that both of your checked bags had been misrouted to *******. We also recognize the added confusion caused by one of the bags being incorrectly associated with another traveler in your party. This is not the level of service we aim to provide, and we deeply regret the disruption it caused to your trip.
  
  Were especially sorry for the miscommunication regarding the delivery of your luggage. Being told your bags would arrive by 11:00 p.m., only to find them still in storage at the airport, understandably added to your frustration. We appreciate your initiative in retrieving the bags yourself, though we regret that you were placed in that position.
  
  In addition to the baggage issue, we also acknowledge the challenges you faced with the flight delay, lack of timely updates, and the absence of Wi-Fi onboard. Each of these issues on their own is disappointing, but combined, they clearly impacted your overall travel experience in a significant way.
  
  Please know that your feedback has been shared with our baggage services and airport operations teams to help prevent similar situations in the future. We are committed to learning from this and improving the reliability and communication of our services.
  
  As a goodwill gesture, Im adding ****** additional bonus miles to ******* and Aryana's SkyMiles accounts. They should be transferred into your account within three business days. The gesture extended was not meant to place a value on your experience; rather it was an attempt to make amends for your disappointment with our service. 
  
  ******, we truly value your loyalty and hope to have the opportunity to restore your confidence in Delta. 
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23589977

  
  Thank you for your response and acknowledgment of the issues we experienced on Flight 3690 from ******* to ********. While we appreciate the bonus miles as a goodwill gesture, we would also like to request a refund for the fees associated with our checked luggage.
  Given the misrouting of both bags to *******, the incorrect tag assignment, and the fact that we had to personally retrieve the bags after being misinformed about their delivery, we believe a refund is a fair and reasonable resolution.
  This situation not only caused significant inconvenience but also undermined the purpose of paying for a service we did not effectively receive. We ask that you please process this refund and let us know what steps are needed to complete it.
  Thank you for your attention to this matter and your commitment to improving customer experience.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/10/2025

  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.

  Myself & disabled husband due to travel from *** to CLT on 6/6/25.We checked in at *** and sat at the our gate to see on the info board that our flight was canx.We were not notified in person/text/email.When we located the Delta team, they confirmed that the flight was canx and we received conflicting reasons for the canx.We were told that the canx was due to weather at ***, but later revealed due to concerns with WIFI, at no point were we notified of the canx.We asked what next; we were told we would get the flight the next day.We told them my husband is disabled and would need a room for the night and told it up to us to sort!When we complained, only then were we offered a hotel and told that the other Delta staff was new and had told us wrong..We did travel to CLT on 7/7/25.we complained online and spoke to *****,he offered a $100 (credit)ea as an apology.We told him that we would still need to complete the return journey on 21/7/25, confirmed our return flight is ok and had raised a request not to canx the booking, he assured us that our return flight is ok(page attached)1 week ago we received $104 ea from Delta marked a refund for the flight?We took it as they decided to reimburse us the money as way of ************* we called to confirm assistance to be told our flight was canx,reason unknown, we told them that we hadnt asked for flight canx and they didnt know what happened?We had to pay back $104 ea to rebook our flights and had to agree as we needed flights to *** for our flight to LGW.We did all that was asked and need assistance, due to the fact that I am his registered carer we need our seats assigned together and asked to pay?We asked to speak to Supervisor his attitude was terrible, he refused help and to give his full name (only ****** ).Never on any airline we were asked to pay for pre-assigned seating for a disabled person with his carer, he did tell us that this is their policy and if we want to sit together, we would have to pay?

  

  Business Response

  Date: 07/13/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 5036,operated by Delta Connection Carrier Endeavor Air, from ******** to ********* on June 6.  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 experience a cancellation and unexpected seat fees. 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 Flight Operations leadership team so they can use your experience to improve our service. This will help ensure that Delta continues to remain one of the best airlines in the world.
  
  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 do not reimburse seat fees, as a tangible form of an apology, Im issuing 2 additional Electronic Transportation Credit Vouchers for $100.00.  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.  
  
  Hisham, 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

  Customer Answer

  Date: 07/13/2025

   
  Complaint: 23584640
  
  I am rejecting this response because: my complaint to the treatment and lack of professionalism of some of your customer service & support team was never addressed. We are still unsure of whether we will receive the disabled support required or not. The matter of seating a disabled passenger and their registered carer is still not being addressed. The sarcasm and negativity of the C.S. Supervisor was totally unnecessary and unacceptable. To be told it is what it is and we are where we are is never an answer & solution. Basically non of our concerns were addressed. To give me a $100 voucher to redeem with Delta seems at the moment more of a punishment than compensation.
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 07/14/2025

  We have received your complaint filed with the Better Business Bureau. 
  
  Your time is valuable and Im sorry you felt you had to write back. I understand that you are dissatisfied with the resolution provided. Please know that we have consistent policy to follow and ensure that we are fair to everyone who travels with us. We appreciate your understanding in this regard.
  
  I know you are disappointed, but I have gone over this experience again and I am sorry we arent able to resolve this matter to your satisfaction. We would have much preferred to please you, and Im sorry.
  
  ******, we know when you travel you have a choice, so thank you for choosing Delta! We certainly hope you allow us another opportunity to provide the excellent service we are known for. Thank you for understanding and have a great day!
  
  ******* C *****
  Customer Care Supervisor

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23584640
  
  I am rejecting this response because:
  The basis of the complaint were never addressed.

  being sent to the gate at ***, then cancelling the flight while we were left waiting & and realising the cancellation through the information board.

  having to fight for a room to spend the night until following morning. Knowing that one of us is a disabled traveler with special needs.

  when complained about the above being told we are where we are and it is what it is.when We asked to speak to a higher authority , he was very rude and sarcastic in his response he didnt have a button to press to resolve the problem is this the way Delta treats passengers with special needs (Disabled).

  if so it should be published so as we know in advance what weve signed up for. 

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

• Initial Complaint

  Date:07/09/2025

  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.

  I am writing to formally escalate my concern regarding an incorrect $200 oversize baggage fee assessed on my June 14, 2025 flight from *********** (MSP) to *******-****** (MDW), Delta Flight #****. I am seeking a fair resolution of this issue, as I believe the fee was wrongfully charged.Supporting Evidence:1. Photos of the bag, clearly showing it measures 61 linear inches (L + W + H = 31" + 19.5" + 10.5" = 61"), which falls well within the 62-inch standard limit for checked luggage according to Delta's published policy.2. A photo of the bag tag, still attached to the bag, verifying its identification.The bag was delivered to the standard baggage carousel (not the oversize carousel) at ***, further supporting my claim that the bag was not oversize.Despite this evidence, I was informed by Delta that my bag was 72 inches and was charged a $200 oversize fee. I find this claim to be erroneous, as there is no transparency or documentation regarding how this 72-inch measurement was obtained. If the bag was mismeasured or misrecorded, the error is Deltas responsibility, not mine, and should not result in an unjustified charge.I respectfully request that Delta:1. Immediately refund the $200 oversize fee, or 2. Provide documented proof of how the bags size was measured, including any equipment calibration records, timestamp of the measurement, and employee identification details.If I do not receive a satisfactory response within 10 business days, I will be forced to escalate the matter by filing a formal complaint with the ********************************* (DOT) under baggage fee grounds. Additionally, I will consider making my experience publicly known via consumer protection channels and social media, should an internal resolution not be reached.I expect a timely and transparent resolution to this matter. Kindly acknowledge this message and advise on the next steps toward issuing a refund.Thank you for your attention to this issue.

  

  Business Response

  Date: 07/13/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 4169,operated by Delta Connection Carrier SkyWest Airlines, from *********** to ******* on June 14.  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 pay unexpected baggage fees.
  
  Upon investigation, we see where a refund request has already been submitted for your oversized baggage fee under case number ********.  Ive have forwarded your comments to our Baggage Operations leadership team so they can use your experience to improve our service. This will help ensure that Delta continues to remain one of the best airlines in the world.
  
  ****, thank you for making Delta Air Lines your airline of choice since 2024!  We appreciate your loyalty as one of our SkyMiles members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/09/2025

  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.

  My boyfriend and I were supposed to fly back from *** to MKE on 6/28/25. The flight was cancelled with no rebooking option. We went to the airport to ask about getting rebooked and we were told the next flight we could get on was TWO DAY later, on 6/30/25. We were not able to wait until 6/30 because we both have jobs we needed to be back for and we had to pick up our dog from his care facility. Delta gave us absolutely no other option and would not even pay for a hotel. Because of this, we rented a car and drove to our final destination. Delta is now refusing to reimburse the rental expenses we incurred. This is absolutely unacceptable to leave two passengers stranded with no options given. Unacceptable and we would like a refund of our rental car expenses and gas/tolls.

  

  Business Response

  Date: 07/11/2025

   

  We have received a copy of your complaint from the Better Business Bureau regarding your disappointing experience with us on June 28, 2025 from ******* to ******* . I appreciate the opportunity to address your concerns.
  
  I'm sorry we haven't been able to resolve your concerns to your satisfaction. However, after further review I see that your concern was address via the ************************** channel with complaint case 14531984.
  
  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

  Customer Answer

  Date: 07/11/2025

   
  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:07/09/2025

  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 purchased a roundtrip flight from ********, ** to ******, ** on March 17, 2025 through the **** Travel website (Expedia) for $313.36. The flights to ****** on 6/28 were Delta 3061 from *** to ATL and Delta 2011 from ******* to ******. The return flights were scheduled for 7/2 - Flights Delta 1258 from ****** to ******* and 2356 from ******* to CAE. When I arrived at the airport to depart, I was alerted that the flight had been cancelled due to weather the night before in *******. All flights to ******* were cancelled and some were rescheduled to leave after 3pm. None of the flights had seat availability due to diversions from ******* the night before. I was informed I needed to contact Delta within ******************************* get my flights rescheduled. I contacted Delta and was assured that I would be refunded once everything was processed. I received the following numbers: Refund request TRR133645045 Case # ******** I received an email on June 30th indicating that my refund has been processed, but no further information was given.I then received an email on July 3rd indicating I would need to contact Expedia in order to be refunded. Expedia is now waiting on Delta to confirm that a) the flight was cancelled and b) I will receive a refund. To make matters more frustrating, I purchased my seating assignments directly from Delta for the following amounts: $23.02, $26.98, $26.98, & $23.02. While they have sent me to AARP Expedia to get a refund, I noticed that the charge on my credit card for the initial purchase is directly to DELTA, so Expedia doesn't have the money. I'm angry that I've spent hours of my time on the phone to both Delta and Expedia and am no closer to getting my money back.I did purchase travel insurance, but I have to exhaust (myself) trying to get the refund from Delta and/or AARP Expedia first. I had a similar thing happen with American Airlines and they refunded me promptly.

  

  Business Response

  Date: 07/11/2025

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding your refund. Please accept our sincerest apologies for any inconvenience this may have caused you.
  
  We can confirm that both your ticket and seat purchases have been fully refunded. You should have received an email confirming this. You may use that email as documentation to inform Expedia (AARP Travel) that the funds have already been released on our end.
  
  When a ticket is booked through a third-party agency such as *******, they retain control of the reservation until 24 hours prior to departure or in the event that travel is not commenced. In these cases, Delta is only able to process the refund, and any further action must be coordinated directly with the third party. .
  
  We truly regret the disruption to your travel plans and the time youve spent trying to resolve this matter. While weve completed the refund on our side, we encourage you to follow up with ******* using the documentation provided to ensure the funds are returned to your original form of payment.
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23577582
  
  I am rejecting this response because:

  I have been notified of the refund for the flight, which was booked through AARP Expedia for $313.36; however, the assigned seats I purchased directly from Delta in a separate transaction have not been refunded. I have attached the receipt for the seats. ******* was not involved in that purchase. Please complete the refund and I will be satisfied.

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

  

  Business Response

  Date: 07/14/2025

  Hello *******,
  
  All seat purchases were refunded to the **** on file. I show the refund was processed July 2nd, 2025. We must advise you to contact your bank if you do not see the posted refunds. Please be advised refunds can take up to two billing cycles to reflect on your credit card statement.
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines
  
  

  Customer Answer

  Date: 07/15/2025

   
  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:07/09/2025

  Type:Sales and Advertising 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.

  Date of transaction: 05/19/2025 Amount Paid: $3,359.82 Ticket #: ************* Description of service advertised: Delta was to fly me and my partner from **********, ******* to *********, ******* departing ********** 14 June at 1400 hrs and arriving *********, ******* 15 June at 0855 hrs. Complaint: Delta canceled my flight due to mechanical issues across numerous aircraft in their fleet. Due to this, I did not get to *********, ******* until 16 June at 0800 hrs. A full day after I was supposed to arrive. Additionally, my partner and I sat waiting on our bags for 2 hours. Delta lost these bags for three (3) days. Due to this, my partner and I had to sit and sleep in the same clothes over a 48 hour period until we were able to purchase a change of clothes. My partner was menstruating so this was worsened for her and it made us both, especially her, feel disgusting. $100 as compensation for Portions of our vacation were not able to be had. I had helmets in my luggage to rent a motorcycle and ride around *******. We were unable to do this as time did not allow with the delayed baggage.I had to spend 6 hours retrieving our bags on the third day, as Delta could not guarantee they would be at the hotel in time. A Delta representative, without my authorization or acceptance, credited my account with ****** bonus miles ($100) for this "inconvenience". This is not anywhere near an acceptable amount given what we were subjected to, the fact we missed a full day (more with baggage retrieval) out of our trip. ****** points that I do not accept as valid compensation for $3,359.82 in airfare is unacceptable.

  

  Business Response

  Date: 07/11/2025

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding the cancellation of Delta Flight 14 from  ******* to ****** on June 14th, 2025.  I am happy to see your concerns were addressed via case number ******** and 14744526.
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23577563
  
  I am rejecting this response because:
  

  Delta refunded me for the purchases I had to make for toiletries and clothes due to the delayed baggage. 

   

  As for the canceled flight, a customer representative by the name of **** **** forced a compensation amount of ****** points per passenger, which I did not accept. I had stated this to Mr. **** repeatedly, that I did not find the amount to be acceptable. Furthermore, Mr. **** stated he would not be replying to further emails from me, which is why I arrived at the BBB. I never accepted the ****** skymiles offered and do not see it as adequate compensation for the issues Delta caused.

  
  Sincerely,
  
  Cameron Box

  

  Business Response

  Date: 07/11/2025

  Hello *******,
  
  Thank you for taking the time to share your concerns with us. We truly regret the disruption you experienced and appreciate the opportunity to address your feedback.
  
  Compensation is issued based on the nature of the service disruption and the overall impact on your travel experience. In recognition of the inconvenience, you were awarded ****** SkyMiles under case number ******** and an additional ****** SkyMiles under case number ********. Reimbursement was also provided for your out-of-pocket expenses.
  
  While we understand your disappointment, Delta does not issue refunds for tickets that have been fully flown, nor are we able to reimburse for prepaid expenses not booked directly through Delta.
  
  If you prefer not to accept the SkyMiles awarded, please let us know and we will arrange for them to be retracted. However, we must respectfully advise that no further compensation will be provided in this case.
  
  We appreciate your understanding and thank you again for bringing this to our attention.
  
  Regards,
  
  ******* ******
  Customer Care
  Delta Air Lines
  
  
  

  Customer Answer

  Date: 07/11/2025

   
  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,
  
  Cameron Box

• Initial Complaint

  Date:07/08/2025

  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 canceled my July 1 flight from LGA to DSM (DL4915) citing weather, but there were no alerts, and other flights to the ******* were departing. I was offered a rebooking option with two layovers that routed me in the same directionundermining the weather claim. Delta refused to reimburse me for travel to/from the airport, stating the cancellation was outside their control. Additionally, a customer service *** falsely claimed there was no phone number I could call to escalate the issue, which I later verified was untrue. I believe the cancellation was misclassified, and Delta failed to provide accurate information or fair customer service. I request an investigation into whether this was truly weather-related and if Delta complied with consumer protection standards.

  

  Business Response

  Date: 07/13/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 4915,operated by Delta Connection Carrier Endeavor Air, from ******** to **********,on July 1.  We apologize that this forecasted weather cancellation and ground stop caused a disruption in travel but understand that these situations are beyond our control.  
  
  In situations where the disruption is out of our control, we must follow federal guidelines. Please allow me to explain that U.S. Regulations do not require airlines to provide accommodation or compensation for flight disruptions caused by reasons beyond our control such as Air Traffic Control and weather conditions. I'm sorry this wasn't the experience you were expecting.
  
  *****, thank you for making Delta Air Lines your airline of choice.  We truly value your loyalty as one of our SkyMiles members, and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer Answer

  Date: 07/13/2025

   
  Complaint: 23573436
  
  I am rejecting Deltas response because it fails to meaningfully address the core concerns I raised in my complaint.
  
  1. No evidence was provided to support the weather-related cancellation. Other flights to the Midwest departed from *** around the same time, and I was offered a rebooking that followed a similar routedeparting near the original time and increasing my travel time to over 12 hours. If weather grounded my original flight, why were other flights allowed and why route me through the same direction? A general statement about "forecasted weather" is insufficient without specifics.
  2. Delta has not acknowledged or responded to the fact that a customer service representative misled me by falsely claiming there was no phone number I could call. I later confirmed that such a number exists. This raises concerns about transparency and integrity in customer support.
  3. I am not asking for hotel vouchers or compensation beyond what is reasonable. I took a day off from work, missed family time (3 birthdays: mom's, nephew's, and niece's), and was notified only an hour before departure that the flight was canceled. Im simply requesting $121 to cover my round-trip taxi to/from the airport, which was rendered unnecessary due to Deltas failure to communicate in a timely and accurate manner. If you were in my position, told their flight was canceled an hour before, after already spending money and taking time off, wouldnt you also expect some form of meaningful acknowledgment or reimbursement?
  
  Delta's response fails to provide clarity, accountability, or resolution. I remain open to resolving this matter fairly and request that Delta reconsider this goodwill reimbursement in light of the circumstances.
  
  Best,
  ***** ***

  

  Business Response

  Date: 07/14/2025

  We have received your complaint filed with the Better Business Bureau. 
  
  Your time is valuable and Im sorry you felt you had to write back. I understand that you are dissatisfied with the resolution provided. Please know that we have consistent policy to follow and ensure that we are fair to everyone who travels with us. We appreciate your understanding in this regard.
  
  I know you are disappointed, but I have gone over this experience again and I am sorry we arent able to resolve this matter to your satisfaction. We would have much preferred to please you, and Im sorry.
  
  *****, we know when you travel you have a choice, so thank you for choosing Delta! We certainly hope you allow us another opportunity to provide the excellent service we are known for. Thank you for understanding and have a great day!
  
  ******* C *****
  Customer Care Supervisor

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23573436
  
  I am once again rejecting Deltas response because it continues to avoid addressing the specific and reasonable concerns I raised.
  
  Delta has now replied twice without:
  
  1. Providing any evidence or documentation to support the claim that the July 1 flight cancellation was due to weather especially when other flights were departing to the same region and I was offered a reroute through a similar path.
  2. Acknowledging or responding to the fact that a customer service representative falsely claimed there was no phone number to call, which I later verified was untrue.
  4. Addressing my specific and reasonable request for reimbursement of $121 for round-trip transportation to and from the airport, a cost I incurred due to being notified of the cancellation just one hour before departure. I lost personal time, missed family events, and took PTO for a flight Delta canceled with inadequate communication.
  
  Deltas repeated use of vague language and non-answers feels dismissive and fails to show any genuine attempt at resolution. I am not asking for anything excessive only that Delta take accountability and show basic goodwill in resolving a situation that clearly caused unnecessary disruption.
  
  
  Best,
  ***** ***