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

  1030 Delta Blvd Dept 980 Atlanta, GA 30354-1989

  
• 

  Delta Air Lines

  1600 Aviation Blvd Atlanta, GA 30354-3746

  
• 

  Delta Air Lines

  4200 S Cargo Dr Se Atlanta, GA 30320

  
• 

  Delta Air Lines

  PO Box 20598 Atlanta, GA 30320-2598

  

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:05/29/2025

  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 original timed flight. They asked for volunteers to give up there seats for an amount that ended up being $1500. I agreed to give up my seat. My seat was released and gave to someone else. Seat 33A. They asked for my name email and phone number in order to send me the virtual card. But as time went on and they gave to other volunteers. When it was my turn to receive my email. They stalled me. Held me at the counter for almost an hour not talking to me but whispering to each other with there back turned. Then said I would be getting a meal voucher instead. Im not understanding why this was done and I didnt receive my funds as promised. I continued to bring this to their attention and nothing was ever done about it. This seems very suspicious to me as I was the only African American volunteer. And the only person to not receive what was promised to me. Date of travel was 05/27/2025 From *** to ***. Confirmation number GYZ2XU. Out of gate TA. Flight was supposed to leave at 7 am. Left at 9:45 am. Original seat 33A

  

  Business Response

  Date: 05/30/2025

  Hello ******, Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding your experience at the gate for your Delta Marketed and Operated Flight 839 from *******, ** to *****************, ** on May 27, 2025. I appreciate the opportunity to address your concerns.
  
  After reviewing your complaint and your reservation, I can understand why you wanted to reach out as soon as possible. I'm so sorry to hear you were offered Denied Boarding Compensation, were then told to stand aside, had to wait for an hour, were told you would receive meal vouchers instead, never received the Denied Boarding Compensation you were offered and felt their actions were due to your being the only African American volunteer. We do not tolerate discrimination based on age, ethnicity, gender, national origin, race, religion or sexual orientation. It's not okay our agents made you feel discriminated against during your trip with us. I appreciate the opportunity to make this right with you.
  
  Our Denied Boarding Compensation team has confirmed that you were eligible for Denied Boarding Compensation and has issued you Denied Boarding Compensation in the agreed upon amount of $1,500.00 which will be emailed to you within 72 hours. Please use your confirmation code and travel information in order to access this. Please check your junk and spam folders if you're not seeing it in your inbox.
  
  Rest assured, I have filed a series of formal complaints with our Airport Customer Service Leadership Team for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. As a goodwill gesture for the inconvenience, I have issued a $100.00 Delta Transportation Credit Voucher in your name. This will arrive via email within 72 hours. 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. [ref:!00D1a0Y3af.!500RO0TV8dM:ref]

  Customer Answer

  Date: 05/31/2025

   
  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:05/28/2025

  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.

  Deltas online system offered me an upgrade and then when attempting to complete the upgrade, their system errored out. When reloading the page to retry the upgrade, it was no longer available. I contacted delta and they said there is nothing they can or will do. This is not the first time that their system has had issues and then they expect the customer to suffer the consequences.

  

  Business Response

  Date: 05/28/2025

  Hello ******,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding the upgrade issues with your reservation. I'm disappointed to hear your experience was anything short of excellent. 
  
  I see you were telling us about the upgrade but I didn't see which confirmation code this was on. If you'd be so kind as to reply with the confirmation code, we'll be able to process your complaint properly. Thank you and we look forward to your response. 
  
  ******, we know when you travel, you have a choice. Thank you for choosing Delta as a Gold Medallion and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0TRBUy:ref]

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23388973
  
  My confirmation number is JPU6XY. The offer was for the flight from *** to *** on June 7th. Offering an upgrade to Premium Select for ****** miles. 
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 05/29/2025

  Hello ******,
  
  RE: Complaint #********
  
  Thank you kindly for reaching out regarding your confirmation code JPU6XY. I'm happy to review your concerns. 
  
  After reviewing your case and your reservation, I can see why you wanted to reach out. I'm sorry you were offered an upgrade then the transaction didn't go through. I see that currently, we have sold every seat in Delta Premium Select on Delta Marketed and Operated Flight 234 from ************, ** to ********, ****** on June 7, 2025. The offers are based on availability and subject to change. While I regret you were offered something that wasn't available, we are not able to offer an upgrade to a seat where inventory is not available. 
  
  That being said, I have filed a formal complaint with our Reservations and ****************** Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. As a goodwill gesture for the inconvenience, I have issued ****** Bonus SkyMiles into your account. These ********************** will become available for use within 72 hours. 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 Gold Medallion and we look forward to serving you well at the next available opportunity. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0TRMQP:ref]

  Customer Answer

  Date: 05/30/2025

   
  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:05/23/2025

  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.

  I am a delta sky miles customer who is supposed to get 4 free bags when travelling with family. On my return trip from ******, my mother was charged for her bag and i had to pay 35 dollars despite explaining and showing the Delta agent that this was their policy. This policy was followed in ******* but i was denied in *******Also, my mother was not assigned a seat and was eventually given a seat by the restroom. My minor son was assigned a seat away from us and he is only 7 with a disability

  

  Business Response

  Date: 05/29/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 1816 from *************** to ******* on May 20.  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 seat separation and an unexpected baggage fee.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.
  
  We will be processing your payment of $35 via Automated Clearing House (ACH) transfer. You will receive an email from Delta Air Lines *** <***********************************> in a separate email shortly to register and claim your funds. You will have 10 days to accept your ACH; otherwise, a check will be mailed to the mailing address listed on file. Please note, you will need your 6-digit confirmation number provided in ticket receipt to verify your payment. You may want to add this email address to your list of accepted addresses and check your spam folder if you don't see the email in your inbox.
  
  **********, thank you for making Delta Air Lines your airline of choice since 1999!  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: 05/29/2025

   
  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:05/23/2025

  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.

  5-16-2025 Delta refuses to reimburse us and they continue to ignore us. We were flying SAT > DTW > PVD. Our first leg of the flight was delayed and by the time we were in the air we realized we would not make our layover. Then our layover was canceled. We were not rebooked til the following day and we were rerouted to BOS. This meant we had to spend the night in *******, take a lyft to our hotel, and upon arriving in ******, take a Lyft to the train station and buy a train ticket. This delay caused us to miss my sister in law's graduation. While rebooking on the phone, the agent said we would qualify for reimbursement due to our first leg being delayed in which we would have missed our layover regardless. And because we did not fly into **********, we were also eligible for reimbursement. They owe us $424.06 in additional travel costs!

  

  Business Response

  Date: 05/26/2025

  Hello *******,
  RE: Case 23371746
  
  We've received your concerns filed with the Better Business Bureau. I appreciate the opportunity to assist you and sincerely regret the disruption you and ******* experienced while traveling to ********** for your sister-in-laws graduationa truly meaningful occasion.
  
  We understand how important it was for you both to arrive as planned, and we recognize the stress and inconvenience caused by the delay, the cancellation of your flight to PVD, and the subsequent rebooking into BOS. The added travel time, unexpected expenses, and conflicting information regarding your reimbursement request understandably compounded your frustration. Please accept our heartfelt apologies for the impact this had on your journey.
  
  At Delta, we strive to deliver a seamless and reliable travel experience, and Im truly sorry that we fell short in this instance. Our records indicate that your concerns were addressed through our ************************** support team under case numbers ******** and ********. Flight 5375 from *** to PVD was unfortunately cancelled due to Air Traffic Control restrictionsan event outside of Deltas operational control. While we are not able to honor your request for reimbursement of $424.06 according to Section 12 of the Delta Customer Commitment that can be found on **************************. We hope in time you may understand our position.
  
  While some disruptions are beyond our ability to prevent, we remain committed to making things right when they occur. As a gesture of goodwill, my colleague issued to both you and ******* ***** bonus miles. Ive included the official correspondence from each case below for your reference and for submission to the Better Business Bureau.
  
  I understand you feel differently than we do about what happened and I have looked at this from your point of view and I see we missed what was really important to you, and Im sorry. As a one time exception, we will issue [2] Electronic Transportation Credit Vouchers for $200.00 for your overall experience. 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 them in your inbox). Please keep this email because youll need the number to redeem the vouchers. These vouchers can also be applied to flights operated by our partners **********, *** and ***************, when booking on ************************** or by calling Delta Reservations.
  
  Regards,
  *** ******
  ____________________________________________________________________________
  
  Hello *******,
  
  RE: Expense Reimbursement Request for case ********.
  
  We appreciate your patience while our team reviewed your reimbursement request. Delta is in the business of connecting the world, and we understand how difficult it can be when your travels are disrupted.
  
  Were following up to let you know that weve concluded our review and determined that these expenses are not eligible for reimbursement per the below reasons.
  
  
  Expense1: HOTEL for USD ****** is Not Approved.
  
  Flight disruption related to an Air Traffic Control delay outside of Deltas control and is not eligible for expense reimbursement.
  Expense2: Transportation for USD ***** is Not Approved.
  
  Flight disruption related to an Air Traffic Control delay outside of Deltas control and is not eligible for expense reimbursement.
  Expense3: Meal for USD ***** is Not Approved.
  
  Flight disruption related to an Air Traffic Control delay outside of Deltas control and is not eligible for expense reimbursement.
  Expense4: Transportation for USD ***** is Not Approved.
  
  Flight disruption related to an Air Traffic Control delay outside of Deltas control and is not eligible for expense reimbursement.
  Expense5: Transportation for USD ***** is Not Approved.
  
  Flight disruption related to an Air Traffic Control delay outside of Deltas control and is not eligible for expense reimbursement.
  Expense6: Meal for USD ***** is Not Approved.
  
  Flight disruption related to an Air Traffic Control delay outside of Deltas control and is not eligible for expense reimbursement.
  
  We recognize that you may be disappointed by this outcome, but we based our decision on a comprehensive analysis of all relevant factors, including the full details of your journey, the details of your refund request and in accordance with the Section 12 of Customer Commitment.
  
  Please know that we deeply value you and your experience as our customer. Despite this unexpected disruption to our operations, we are doing everything possible to ensure your future travel meets the high service and reliability standards that Delta is known for. We appreciate your trust in us and look forward to providing an exceptional experience to you on your next Delta flight.
  
  Regards,
  
  Customer Care
  Delta Air Lines
  _________________________________________________________
  
  Hello *******,
  
  RE: Case ********
  
  Thank you for reaching out to us regarding your expense reimbursement request. I am sorry to hear that this was not handled to your satisfaction at the first point of contact.
  
  We sincerely regret the cancellation of your flight from ******* to **********, which resulted in an unexpected overnight stay in ******* and a missed opportunity to attend your sisters graduation. We understand how disappointing and frustrating this must have been for you. Severe conditions due to Air Traffic control can make it unsafe to operate our flights scheduled. Though the weather passed, its effects can be felt for several hours afterwards as we work to resume flights.
  
  After reviewing your request, I am confirming that the correct decision was made according to Section 12 of the Delta Customer Commitment that can be found on **************************. Unfortunately, since these disruptions are beyond our control, we are unable to provide compensation and reimbursement. 
  
  As a tangible form of apology for missing your sisters graduation. Im adding ***** bonus miles to your SkyMiles account. They should be transferred into your account within three business days.
  
  *******, we apologize again for the inconvenience that you experienced and look forward to welcoming you onboard a future Delta flight soon.
  
  Regards,
  
  ***** ******
  Customer Care
  Delta Air Lines

  Customer Answer

  Date: 05/26/2025

   
  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:05/22/2025

  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.

  My Wife and I booked first class flights from ******* to ********* and connecting flight to Central *********. I had been impressed with Enterprise car rental having raised the bar with their customer service only to have the bar lowered by Delta. Your plane malfunctioned and emptied hydraulic fluid on the ground causing the plane to *******, and a horrendous delay and negative impact to my travels. Our 6:20 flight was delayed until 11:40 and we did not make it to our final destination until 9PM. Involuntarily moved to coach for both flights and then could not buy a coke from my coach seat at the end of this long horrendous day. What say you?This is how you treat first class ticket holders? I want a refund! Cost me time and money because of your plane!

  

  Business Response

  Date: 05/23/2025

  Hello ***,
  RE: Case 23368240
  
  We've received your complaint filed with the Better Business Bureau regarding your concerns with Flight 2553 with service from PHX to MSP on May 17, 2025. It is my pleasure to assist you today.
  
  Flying with Delta should be enjoyable, and I am sorry the non-controllable aircraft damage found on your first flight caused your travel experience to be otherwise. When traveling we must expect the unexpected at some point in time. Getting you to your destination safely is always our top priority. We know that when you fly, you need to trust that your airline has done all it can to make sure your flight is safe, secure and pleasant. 
  
  I understand the dissatisfaction regarding the disruption on your trip. Please accept our sincerest apology for the inconvenience that this caused you. Regarding the DOT's new refund rule, it is only applicable to unflown flights that are significantly changed, cancelled, or disrupted. Since you have flown on the entire booking, regrettably, there is no refund due under the new DOT rule.
  
  I have sent over a request to our refunds department the authorization for the difference in fare for each ticket. Please allow 7-14 days for them to reply to you directly.
  
  As a tangible form of apology, Im issuing a one-time exception of [2] Electronic Transportation Credit Vouchers for $100.00 for your overall experience. 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 them in your inbox). Please keep this email because youll need the number to redeem the vouchers. These vouchers can also be applied to flights operated by our partners **********, *** and ***************, when booking on ************************** or by calling Delta Reservations.
  
  Should you have any questions regarding the voucher, please know you will find all of your answers on **************************
  
   
  Regards,
  *** ******

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23368240
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:05/22/2025

  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 May 2nd my child 10 years old and I were traveling on Delta Flight 247, from ******** to **************************- ********. An unexpected mechanical issue prevented our scheduled departure. The part had to be flown in from *****. I missed my connecting flight on *************** from *** to ******* due to this delay and had to purchase new tickets for my child and I. I also had to purchase meal for myself and travel companion in *******. While at the airport in ******* I ask the gate agent if they would book us on a new flight from *** to ******* as we would miss our flight on ******* due to this significant delay. I was advise to book new tickets and file a claim with Delta Airlines. While at the airport I also called JetBlue to see if they could book us on a new flight and I was told because we booked a non refundable ticket they could not do so, I would need to purchase a new ticket to get home. I search on delta website and saw that there was a flight that coordinate with our flight into *** and i booked new tickets on Delta. I have since file two claims with Delta one for our meals and another for our flights and have been denied reimbursement for those tickets. The reason we miss our connecting flight that I paid for through JetBlue was because of the significant delay with Delta airlines and I was advised to file a claim and now I am being informed multiple times that my claim has been denied. I believe as a customer Delta should do right by their customer. I can not get an answer from Delta in regards to what course of action I should have taken with my young child getting back to *******.

  

  Business Response

  Date: 05/23/2025

  Hello Thynia,
  
  We have received your complaint filed with the Better Business Bureau regarding your flight disruption from ******** on May 2nd. I am honored to have the opportunity to respond to your concerns.
  
  After review, I am happy to see a supervisor called and discussed your concerns and you accepted a $300.00 Delta Choice Gift card for the flight disruption that caused you to miss your JetBlue flight. I am hopeful that she explained the importance of booking your trip all on one ticket. While Delta doesn't have ticketing agreements with *******, we do with most airlines. When you choose to book separate tickets, each ticket stands alone and Delta is not responsible for anything further than getting you to **** Moreover, JetBlue isn't required to waive any fees for missing your flight due to our delay. The only responsibility Delta is responsible for is compensation and/or reimbursements for any hotel/transportation expenses if you are stranded between your connections, with Delta. I hope you find this information helpful.
  
  Thynia, thank you for allowing me to respond to your concerns.
  
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23368199
  
  I am rejecting this response because:
  
  I was in fact stranded in *** with my young child. The supervisor that called me yesterday asked me if I accepted the gift card for $200 per passenger for a total of $400 and I told her no the matter was not resolve. In regards to covering transportation the two additional flights that I purchased was because the flight was significantly delayed from ******* and I did explain to the gate agent in ******* the  scenario and I gave her all the information and her recommendation to me was to book new flights and file a claim with Delta for reimbursement. If the flight was not delayed I would not have incurred additional charges caused by the airline. I am now out of over $900 because of this significant delay. When I filed the complaint with Delta I expected that Delta would make it right by reimbursing me for the new flights I had to book because of this significant delay. I am not sure how else I can convey to Delta that this is not the appropriate way to treat your customers. I had a booked flight to my final destination, the flight from ******* was significantly delayed by Delta which caused us to miss our connecting flight with another airline, no matter who the connecting flight was booked with the humanly thing is to ensure that your passengers get to their final destination safely. I would understand if I had no booking with anyone for an additional flight and booked two new flights however I did not. This incident was out of my control and I should not be punished for this significant delay. Thank you so much for taking the time to respond to my message. 
  

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

  

  Business Response

  Date: 05/23/2025

  Hello Thynia,
  
  We have received your response from the Better Business Bureau regarding our previous correspondence. Regrettably, you did not accept our answer and per the prior email, you did not have a connecting flight. You had two separate tickets, which again, Delta's only responsibility was to get you to **** You didn't pay for Delta to get you to *******, you paid *******.
  
  Respectfully, the compensation due to you and ****** is for the flight delay only. We promised to get you to *** and only to ***. Whatever plans you have once arrived in *** is not Delta's responsibility. The compensation for a six hour flight delay is around $75.00 voucher/gift card. Only two customers on this flight received $100.00 voucher. However, you each received a $300.00 gift card. You choosing to make other travel arrangements from ***, doesn't hold Delta responsible for the travel beyond ***. We appreciate your understanding.
  
  Respectfully, there will be no further compensation. I've included a copy of our responses to the BBB files.
  
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23368199
  
  I am rejecting this response because:

  I do not see a second gift card. I was presented with one email listing one gift card. Could you please have the additional gift card forward to me please? 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/28/2025

  Hello Thynia,
  
  We have received your response from the Better Business Bureau regarding our previous correspondence. I have re-sent ******** $300.00 Delta Choice gift card. You will be receiving it within 24 hours.
  
  Thank you for allowing me to respond to your concerns.
  
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23368199
  
  Hello, 

  Thank you so much. I will close the case upon receipt of Parkers gift card. 

   

  Thank you so much for working to resolve this matter. 

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

• Initial Complaint

  Date:05/22/2025

  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.

  Due to misleading wording on their marketing emails, I was unable to use a benefit on my Delta **************** card.Delta offers a companion certificate for cardholders and in the email I received in 2024 and 2025, the language states, "Your certificate has been added to your SkyMiles account.Visit ************************** or the Fly Delta App to redeem before June 30, 2025, 12:00AM EST."As a result, I thought I had until 6/30/25 to redeem it. However when I went to book, I was then told it was "redeem and fly by." So I needed to fly by the date.I have screenshots of emails if need be. It's not clear and it needs to be more detailed.

  

  Business Response

  Date: 05/23/2025

  Hello *******,
  
  We have received your complaint filed with the Better Business Bureau regarding your Companion Certificate. I am honored to have the opportunity to respond to your concerns.
  
  After review of your email, I understand where you were under the impression you must only redeem your certificate by June 30th if you did not read the terms and conditions. These certificates are issued more than a year prior to the expiration date and like most certificates, they do have an expiration date. You will always receive your next year's certificates prior to the previous year's expiration date. I have forwarded your comments over to the Loyalty and **************** leadership teams for review. They will consider your feedback when making changes.
  
  Respectfully, we are unable to offer an extension or a credit at this time. We appreciate your understanding.
  
  *******, thanks for being a Silver Medallion and a loyal SkyMiles member since 2015.
  
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 05/23/2025

   
  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:05/22/2025

  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.

  flying with Delta on May 3, 2025. I purchased two one-way Delta tickets from *** to ***. Due to mechanical issues the flight left 2 hours late. The flight number was 5713, ticket# ************* . We wereto arrive *** at 5:59pm and didnt get there until 8pm. Because of this delay I missed my connecting flight to ************ and had to over night in *******. The 1st Delta counter at the intnt'l terminal could do nothing for us. They told us that we paid for a ticket from *** to *** and Delta got us there, the end!This employee spoke very broken English and we had a really hard time understanding her. Thankfully, there was another employee that spoke clearer English and she interpreted for us. She gave us hotel info and told us where to go and sent us 4 emails with food vouchers. That night when I got to the hotel I called SATA airlines about missing the flight due to Delta having mechanical issues and they didnt want to hear any of it. They told us that because we missed a leg of the trip that the whole ticket would be canceled unless it was reinstated and in order to reinstate the ticket we had to pay a penalty of $943.35 euros each and then the ticket would be made whole again and would be ready to use the next business day.I had no choice but to pay the penalty. Also the next day when we went to go use the vouchers to eat we were told that half of them didnt work.Delta is responsible for the penalty we had to incur.I am asking for $2135.01 for total reimbursement to reinstate those 2 tickets to ************* on May 3, 2025. This is the least Delta could do after all we went through. We had to contact the hotel, rental car agency, cancel a planned excursion and missing one whole day of travel.I got an email that this claim was denied. Please read #** of your customer commitment. Your taking partial responsibility by paying for some meals and a cheap hotel but youre not taking full responsibility for your error which cost me $2135.01.

  

  Business Response

  Date: 05/22/2025

  Hello *********,
  
  We have received your complaint filed by the Better Business Bureau regarding your flight delay from *** and your experience in ***. I am honored to have the opportunity to respond to your concerns.
  
  After reading your email, please allow me to explain, you purchased a one way ticket from *** to ***. The contract you have with Delta is to get you from *** to *** and no further. If you had purchased your other airline flight on the same ticket with Delta, we would be responsible to get you to ********. While we understand sometimes you need to book separate tickets, it's always good to give several hours or a day in between your flights in case of delays. With all airlines, each ticket stands alone and are not responsible for any destination beyond what you are ticketed for.
  
  When you purchase a Basic Economy ticket, you must accept the rules before moving on to confirm. it states you will be the last zone to board, and you may have to check your carryon bags. I see you were very upset regarding having to check your carry on bags. To assure you will not have to check bags in the future, you may want to consider Delta Comfort.
  
  Respectfully, we must decline your request for $2135.01 due to Delta's only service failure was the flight delay of 2.06 hours, which we do not offer compensation until the delays exceed four hours. However, we did provide a hotel, and our Contract of *************** we only provide hotels when stranded at your connection city. You were at your destination with Delta.
  
  Thank you for allowing me to respond to your concerns.
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23363519
  
  I am rejecting this response because:

  This is not a response. Its only a ticket number.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 05/23/2025

  Hello *********,
  
  We have received your response from the Better Business Bureau regarding our previous correspondence. I'm so sorry my response didn't come through. Please allow me to re-send my email.
  
  Hello *********,
  
  We have received your complaint filed by the Better Business Bureau regarding your flight delay from *** and your experience in ***. I am honored to have the opportunity to respond to your concerns.
  
  After reading your email, please allow me to explain, you purchased a one way ticket from *** to ***. The contract you have with Delta is to get you from *** to *** and no further. If you had purchased your other airline flight on the same ticket with Delta, we would be responsible to get you to ********. While we understand sometimes you need to book separate tickets, it's always good to give several hours or a day in between your flights in case of delays. With all airlines, each ticket stands alone and are not responsible for any destination beyond what you are ticketed for.
  
  When you purchase a Basic Economy ticket, you must accept the rules before moving on to confirm. it states you will be the last zone to board, and you may have to check your carryon bags. I see you were very upset regarding having to check your carry on bags. To assure you will not have to check bags in the future, you may want to consider Delta Comfort.
  
  Respectfully, we must decline your request for $2135.01 due to Delta's only service failure was the flight delay of 2.06 hours, which we do not offer compensation until the delays exceed four hours. However, we did provide a hotel, and our Contract of *************** we only provide hotels when stranded at your connection city. You were at your destination with Delta.
  
  Thank you for allowing me to respond to your concerns
  
  Regards,

  ****** C. ******

• Initial Complaint

  Date:05/22/2025

  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 was flying back with my wife who is pregnant with twins following our final trip before becoming parents. Our flight experienced four delays due to crew availability (and four gate changes) ultimately pushing it out from 7:10pm on 5/16 to 3:25pm on 5/17. We communicated with a Delta representative over chat about our reimbursement for transportation, food, and lodging for the night. We asked twice for clarification on whether we choose the hotel or whether they have one for us to go to. They told us to choose a hotel and that they will reimburse us the full amount for hotel, transportation, and food. We submitted our reimbursement request which ended up totaling $1314.60 and they only reimbursed us $493.98. We have $820.62 in expenses that have not been reimbursed. It was graduation weekend in ****** so there was little availability and surged pricing for a last second room. We also missed our friends wedding in *** on 5/17 as a result.

  

  Business Response

  Date: 05/22/2025

  Hello ******,
  
   
  We have received your response from the Better Business Bureau regarding your travel experience on May 16th from ******, ** to *****************, **. 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. 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.
  
  Rest assured, I have shared your experience with our Flight Operations leadership to address this flight delay internally. Emails like yours help us address negative experiences and provide better customer service in the future.
  
  As it pertains to your reimbursement request, it appears your requested hotel reimbursement expense have reached the cap for the hotel rates in the Boston market, and you were reimbursed partially. We have covered all other expenses as well. I understand the customer service representative communicated we would cover hotel cost, but we cover expenses within reason. 
  
  Nevertheless, as a goodwill gesture, Im issuing a Transportation Credit Voucher for $100 to each of you for this overall inconvenience. Youll receive the voucher number 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 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 Supervisor
  Delta Air Lines

• Initial Complaint

  Date:05/21/2025

  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 Wed Jan 29 2025 I purchased a ticket for a flight on Feb 27th with Delta Airlines using my *********** Venture X card through the *********** Travel Portal for the price of $393.49. I paid extra to ensure I purchased a refundable ticket in the event I needed to change the flight or cancel. I did need to change flights so I cancelled the flight on *** 10th 2025. The cancellation confirmation is attached. After several weeks the credit for the flight had not shown up on my *********** statement so I called Delta and they said they sent the refund as indicated in the confirmation and that *********** was the the reason I had not seen it and I needed to contact them. I did that and they had me open a dispute. When investigating the dispute with Delta they were told I did not cancel the flight and was not entitled to a refund which contradicts what Delta said to me and ignores that I have a cancellation confirmation email. *********** closed the dispute and Delta is not willing to assist.I would like a refund for the full amount of the cancelled flight ($393.49)

  

  Business Response

  Date: 05/22/2025

  Hello *******,
  
  
  We have received your response from the Better Business Bureau regarding your a refund request for ticket #************* . 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. In our review, ticket #************* shows refunded for the originally scheduled travel on February 27, 2025 from ***********, ** to ***********, ***
  
  There appears to be some confusion because you booked two different one-way tickets on January 29, 2025 for the same value of $393.49. One ticket was booked directly though us and the ticket in question was booked through Capital One. 
  
  The issue is with your documentation, the dispute was in regards to ticket #************* which was used on February 24, 2025 from ***********, ** to ***********, **, hence the evidence provided of your travel with us. That would not able to be refunded. Our confirmation email of the refund shows ticket #************* which our system reflects refunded as well. Accordingly, ticket number #************* will not be refunded as you did travel on this ticket on February 24th. Ticket number #************* shows refunded, so please provide more clarity to support this ticket has not been refunded. 
  
  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 Supervisor 
  Delta Air Lines
  
  

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23362701
  
  I am rejecting this response because:

  It is correct that i cancelled and recieved a cancellation confirmation from Delta for #*************. However the refund was never issued to my original payment method or recieved by me in *** other form.

  Thank you for confirming that the flight was cancelled and should have been refunded. I just need the refund to be issued and we can settle this matter.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/23/2025

  Hello *******,
  
  
  We have received your response from the Better Business Bureau regarding your a refund request for ticket #*************. 
  
  As we previously mentioned, this ticket was refunded on February 10, 2025. Your documentation that references a dispute does not confirm you were not refunded. We refunded the $343.29 back to the original form of payment. I suggest filing a dispute with the proper ticket information. Also, I would verify your credit card statements. The credit card dispute your provided, references a credit card not associated with the purchase of ticket #*************.
  
  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 Supervisor
  Delta Air Lines

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23362701
  
  I am rejecting this response because: I have reviewed my credit card statements multiple times and the refund referenced in the refund confirmation email from delta was never given. I can send them over if needed. The ticket was purchased using the same credit card as the dispute so that suggestion that it was a different credit card is incorrect. This should be very easy for Delta to verify by looking at whatever accounting software their finance department uses and verify the value of the refund was never transferred.
  
  Sincerely,
  
  ******* ****