Business Profile

Airlines

Delta Air Lines

Complaints

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

Customer Complaints Summary

4,838 total complaints in the last 3 years.
1,643 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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,

******* ****
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.
I booked my flight with Delta and secured a 1:45pm flight back to ******* from **********. Thinking everything was ok, we had to give the Trip Coordinator my flight information for shuttle service. That is when I noticed today, May 21, 2025 that my flight was changed to a flight that was 3 hours later, UNACCEPTABLE!! Thinking this was a mistake, I called Delta and the *** said I made my reservation for the 4pm flight which I knew I did not. I told her that I am looking at a not that there was a change in my flight and I can send here this note that is ONLY on my reservation. So, we go back and forth and then I asked to speak with a supervisor. She put me on hold and came back pretending to be the supervisor. Now I'm pissed!! This is dammit totally unacceptable. Delta as large of a company as they are could have sent me an email, text message or dammit called me with options. You changed my flight and act as if you did nothing wrong!! This later flight is a serious inconvenience for me and it not my fault. No on with this company was willing to help me. I want Delta for MY INCONVIENCE to at least upgrade me to comfort plus or first class and add significant point to my Delta SkyMiles account. This is crazy. I have heard people who say they will never fly with Delta because they do this, but I definitely did not expect it to happen to me. Now, I can add myself to the many of people that Delta has screwed over.
Business Response
Date: 05/22/2025
Hello ******,

We have received your response from the Better Business Bureau regarding your upcoming travel on June 23rd 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. In our review of your reservation under GN24GB, it appears as you said your upcoming flight went through a schedule change. However, the departure time was changed to depart one minute earlier at 4:16 pm local time.

I was not able to locate anything that supports you were originally booked for an earlier flight that scheduled to depart at 1:45 p.m. We realize this may not be the outcome you were anticipating, but we are unable to honor your request. Please know you are still able to make changes to this reservation, although you would have to cover the fare difference if applicable.

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: 05/25/2025

Complaint: 23362509

I am rejecting this response because:

Sincerely,

****** ******
Business Response
Date: 05/26/2025
Hello ******,

We have received your response from the Better Business Bureau regarding your upcoming travel on June 23rd from **********, ****************** to *******, ***

Our position remains the same. No rebuttal provided from ******.

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: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.
Issue 1: On 5/4/25, I arrived at *** for my scheduled international flight to ***** with a layover in *******. Instead of efficiently processing my bag check, the ticket agent berated me for several minutes about showing up for flights earlier, treating me like a child rather than a paying customer. This unprofessional lecture caused me to miss the bag check cutoff time through no fault of my own. As a result, I was forced to pay an additional $577 to rebook my departure for 5/5/25 and missed a nonrefundable day of my Aruba hotel stay.Adding insult to injury: The original May 4th flight from ATL to ***** that I would have been on was delayed for several hours, meaning I could have made my connection had the agent processed me efficiently instead of lecturing me.Issue 2: During my time at DAL for the rebooked flight, I was forced to go through TSA security three separate times due to Deltas system showing my name in the wrong order. This occurred despite multiple previous attempts to have this error corrected in Deltas system.Issue 3: Upon arrival in *****, I discovered my bag had been incorrectly routed to *********** instead of my destination. The bag did not arrive until one day later, leaving me without clothes, shoes, and personal items. I had to spend money originally budgeted for ******* Day vacation activities to purchase basic necessities. Delta offered no compensation or assistance for this baggage handling failure.This trip held special significance as it was my first ******* Day after losing my mother in 2024. What should have been a healing and reflective getaway was instead ruined by Deltas multiple service failures, unprofessional staff conduct, and lack of accountability.I have been a loyal Delta SkyMiles member ***********) until this experience. The has permanently damaged my relationship with Delta. I am seeing a full refund - no miles or vouchers.
Business Response
Date: 05/22/2025
Hello ******,

We have received your complaint filed with the Better Business Bureau regarding your check in experience in ****** on May 4th. I am honored to have the opportunity to respond to your concerns.

It's disappointing to hear the behavior of the ticket agent reprimanding you for not showing up earlier for your flight. I'm sorry this was your experience. While we do ask for you to be at the airport at least three hours before your departure when traveling international, we do expect our representatives to be professional and helpful when you miss the bag cut off time. When you do miss your flight due to the baggage cut off time, you do have to pay the difference in fare to be rebooked since standby is not allowed on international flights. I have forwarded your comments to our Airport Customer Service leadership team for review. They will use your feedback to improve our customer service.

After review of your reservation from the original booking, I am not showing where there was an issue with your name showing in the wrong order. As a SkyMiles member, your reservation picks up the name on your SkyMiles account. Therefore, I am unable to determine the issue with your name. I know that was frustrating and I'm sorry you were sent back to the counter three times.

After review, I do not see where you filed a claim for your delayed bag. You are due out of pocket expenses when your bag does not arrive to your destination. The way to file a complaint on ************************** is go to the bottom of the page to comment/complaint and the middle column will be the one you click. FILE A BAGGAGE CLAIM. You can submit receipts for out of pocket expenses and be reimbursed up to their limits. I hope you find this information helpful.

Regrettably, we are unable to honor your request for $1337.00 due to your ticket is flown. We do not offer compensation when you miss your flight due to missing the bag cut off time. We appreciate your understanding.
******, thanks for being a loyal SkyMiles member since 2021. We hope to have the opportunity to serve you again soon to provide a better experience.

Regards,

****** C. ******
Customer Answer
Date: 05/22/2025

Complaint: 23362283

I am rejecting this response because:
You completely disregarded the beginning of this entire fiasco which was the Ticketing Agent lecturing me UNTIL the bag check deadline passed. I was at the desk and speaking with the agent before the cut off time

Sincerely,

****** *****
Business Response
Date: 05/22/2025
Hello ******,

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, the first paragraph addressed the agent's behavior. Once the cut off time, the computer will not print the bag tag and our agents are aware of this. Arriving to the check in desk before the cut off time, the agent would have checked your bag in. The history of your reservation shows you did not make the cut off time.

I have included a copy of our responses to the BBB files.

Regards,

****** C. ******
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.
Transaction date 5/2/2025 Daughter charged $84.98 to rebook missed flight from an alternate airport over 100 extra miles away. Delta ticket agent CAUSED daughter to miss flight. Delta applies inconsistent air travel policies and deceptive practices.
Business Response
Date: 05/22/2025
Hello *****,

We have received your complaint filed with the Better Business Bureau regarding your daughters recent travel experience. I am happy to see your concerns were addressed via case number 13792579.

Regards,

******* ******
Customer Care
Initial Complaint
Date:05/21/2025
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 05-13-25 I booked and paid for a DELTA Airlines flight leaving **********, ** to *******, ** on 05-17-25 and returning from *******, ** to **********, ** on 05-18-25. I received the following Confirmation number of ******** from the DELTA agent who said I would receive another confirmation number for my boarding pass. On ***** -25 I called DELTA again at ************ as I have not received my confirmation number for my boarding pass. The DELTA agent said I am not booked or do they have information. I argued with her for TWO HOURS giving her the numbers on the ***** email sent to me and the above listed confirmation number given by the DELTA agent. She kept telling me it was a SCAM and that the phone numbers on the email from DELTA did not exist along with the above listed conformation numbers. I finally told her to book me on that flight, and I would worry about getting my money back from DELTA on the flights I already paid for. She asked for my credit card number, and she then said," You are already booked on those flights" and you gave me the wrong email and that is why I couldn't find you". I asked her how then the DELTA agent emailed me my flight information to the email I kept giving you. She then told me my email was the wrong email. Are you kidding me???? My email that I have had for decades is now the wrong email because she couldn't find it, but the other DELTA agent sent me my booking information!!!!!!! So, she gave me my confirmation number of F7KS2P and was able to check in online. Of course she did not apologize for her, DELTA's or both wasting TWO HOURS of my life. So, I went to the ****************** and printed my boarding pass at the DELTA Airlines kiosk. Now, on the way back I checked in online again. I went to the *************** and was not able to get my boarding pass. I asked the DELTA representative by the kiosk and told her that I couldn't print my boarding pass. She asked if I had the DELTA app and I told her no. She said get in line.
Business Response
Date: 05/21/2025
Hello ******,

We have received your complaint filed with the Better Business Bureau regarding your experience reservation booked through a third party for travel from ********** to ******* May *****th. I am honored to have the opportunity to respond to your concerns.

After review, this reservation was booked through FirstFly Travel/cheapfare travel. Whomever booked this reservation must have ******d Delta's phone number and got a fraudulent company making you or **** believe they were Delta Air Lines. Many times, if you ****** Delta Airlines and do not separate Air Lines, you will get a fraudulent company. The confirmation number given is not a Delta confirmation number and we never get you to sign an authorization form. The ticket you purchased only cost $498.97 and this company charged you $574.60. So basically, they got all your information and booked your reservation themselves and made $75.63. To Delta, it appears as though you called yourself and booked the ticket. The only way we can see you paid $574.60 is by the invoice you shared with us. I'm sorry this was your experience. I hope you find this information helpful for future travels.

Respectfully, we are unable to honor your request for $574.60 due to your flight is fully flown and there is no Delta service failure. We appreciate your understanding.

******, thank you for allowing me to respond to your concerns.

Regards,

****** C. ******
Initial Complaint
Date:05/20/2025
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 May 1st, I checked flights to ****** for an upcoming work trip and considered bringing my daughter along. At that time, the round-trip fare was within the range of miles I had accrued. When I logged back in on May 8th to finalize the booking, I was shocked to see that the fare had increased by ****** miles.Concerned, I contacted a Delta representative who informed me that prices would likely continue to rise. Feeling pressured and disappointed that my miles would no longer fully cover the fare, I proceeded to book the flightspaying $1,500 and using ****** miles to offset the cost.However, just 11 days later, I logged into Delta again and saw that the fare had significantly droppedto $872 and ****** miles. Disappointed is an understatement.I immediately reached out via chat. The representative told me that a refund for the cash portion was possible and that the fare could be rebooked using miles as I originally intendedbut that I needed to call. After waiting 20 minutes, I spoke with a phone agent who was unhelpful and refused to escalate the issue. I then requested a supervisor. When connected, I was surprised by the unprofessional conduct I encountered. The supervisor was argumentative, raised her voice, and became defensive when I politely asked for a more respectful tone. Ultimately, she refused to escalate my concern and disconnected the ******* a long-time loyal customer and AMEX Delta Reserve cardholder, I have always spoken highly of Deltas service. This experience, both in terms of the fare discrepancy and the poor customer service, has been extremely disappointing and uncharacteristic of what Ive come to expect from Delta.I believe my request is reasonable, and I am seeking a swift and fair resolution. Ive included screenshots showing the fare differences.Thank you for your attention to this matter. I look forward to your response.
Business Response
Date: 05/22/2025
We have received your complaint filed with the Better Business Bureau.
Thank you for sharing your recent experience on Delta. On behalf of Delta Air Lines, please accept my apology that your recent experience fell short of your expectations. I can imagine how frustrating it was to discover a fluctuation of fares during the booking process. I regret that you received poor customer service when trying to resolve this issue.

Fares are based on availability at the time of purchase. In order to resolve this issue, you will need to contact your *************************** at ************** and ask to speak to a supervisor. Please have Kristinas confirmation number JMJRT6 available. Also, please enroll her in the SkyMiles program so she can earn miles for her trip to *******

*****, thank you for making Delta Air Lines your airline of choice since 2017! We appreciate your loyalty as one of our Silver Medallion members and we look forward to the opportunity to serve you again.

******* C *****
Customer Solutions Supervisor
Customer Answer
Date: 05/22/2025

Complaint: 23357705

I am rejecting this response because:
As mentioned in my initial claim, I have already attempted to contact the listed ***** number on two separate occasions without success. I have outlined clear next steps for resolving this matter and respectfully request that Delta take the necessary initiative to address the issue directly, rather than redirecting me to a customer service channel that has proven ineffective.
Furthermore, the evidence I have provided clearly substantiates my claim.

Sincerely,

***** *****
Business Response
Date: 05/22/2025
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: 05/22/2025

Complaint: 23357705

I am rejecting this response because:

*******,
There was no resolution proposed by Delta on the matter. I was scammed out nearly $1.000 because Delta *** gave me inaccurate advice when booking.
i have spent lots of money with Delta to earn those miles and its very upsetting when you arent proposing any sort of resolution.
You have my information and I welcome a human conversation.

Sincerely,

***** *****
Initial Complaint
Date:05/20/2025
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 recently flew with a SkyMiles flight from *********, ********, *** (MQT) to ********************, ****************** (SDQ). I am requesting a full refund due and additional compensation to the late arrival of the flight, which cost me a day of my vacation on the first set of flights (MQT-> SDQ) and the difficulties I faced on the return flight (SDQ -> MQT). MQT -> SDQ: Major issues: I arrived 6 hours later than schedules, with nearly every leg of the flight being late for non-weather-related reasons. I woke up early for no reason, had to spend hours in the airport for no reason and missed a days worth of my plans and activities.After running to reach it, the ****SDQ flight was late, which resulted in an arrival 6 hours later than planned. I missed a day of activities, having made plans to tour the city with friends later in the afternoon.Each flight was late for non-weather related reasons and required constant follow-up with Delta staff who did not seem to understand the consequences of the delays.SDQ -> MQT Major issues: Deltas technology and logistics did not seem to support a flight with multiple long layovers despite the fact that Delta sold me the flight. It required constant checking and sometimes arguing with staff about what was actually possible regarding boarding passes and luggage. In SDQ, Delta staff insisted that they couldnt check in my luggage to my final destination they had no record of me going there. Arriving in *** from SDQ at 11:30, there were no Delta staff that could re-check my bag or issue a boarding pass for my subsequent flight (staff in *** refused to issue a flight. As a result, I had to sleep on the floor of the airport waiting for Delta to open, instead of going somewhere near the gate or somewhere more comfortable to rest. In the city that never sleeps Delta called it a night and went home despite having many passengers that could have used help.
Business Response
Date: 05/21/2025
We have received your complaint filed with the Better Business Bureau.
Thank you for sharing your recent experience on flight 2375 from ******* to ******* on May 8. 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 lengthy delay when you were eager to get to your destination.

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 offer refunds on flown tickets, as a goodwill gesture, Im adding ****** bonus miles to your SkyMiles account. These ********************** will post to your account in three business days.

****, thank you for making Delta Air Lines your airline of choice since 2014! 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: 05/22/2025

Complaint: 23357513

I am rejecting this response because:
Every single flight on the trip to my destination was late, culminating in a 6-hour delay and missed day of my vacation. A delay of this type and duration typically results in a refund. Delta did not take steps it could have easily taken to advise me of the initial delay. None of the delays were weather-related and Delta could have taken steps to advise me, which it did not. On the return, Delta sold me a ticket which it could not support with its own computing systems and made no accommodation for my luggage. I had to sleep on the floor at the entrance to *********** because Delta did not take steps it could have easily taken to accommodate me and other passengers. The response by the company is not adequate.

Sincerely,

**** ******
Business Response
Date: 05/28/2025
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: 05/28/2025

Complaint: 23357513
I know that you have standard procedures to follow, but isn't one of these that international flights delayed more than 6 hours are fully refundable? If this is the case, you aren't following procedures. Is this the domain of the ***?
I'm also disappointed that Delta did not seem to be concerned about my experience or interested in knowing how they could improve. There was not phone call, not questions, just a pro forma response.
Also, you offered ***** miles. Where are they?

Sincerely,

**** ******
Initial Complaint
Date:05/20/2025
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.
Title: Delta Changed My Destination, Promised Full Credit Card Refund, Gave eCredit Instead Still Unresolved Complaint:On October 4, 2024, I purchased a Delta Air Lines ticket for $830.52 for travel on June 21, 2025. On May 3, 2025, Delta changed my destination without notice to a completely different city.I immediately contacted Delta, and a representative clearly confirmed in writing (screenshot available) that I would receive a full refund to my credit card if I canceled the flight. Based on that promise, I canceled the ticket.However, Delta did not issue the promised credit card refund. Instead, they gave me an eCredit, which I never agreed to. This contradicts the written commitment their representative gave ***** make matters worse, since I still needed to travel, I had no choice but to book a new Delta flight to the correct destination on May 4, 2025, which cost $891.86, more than my original ********* far, I have spoken with three Delta representatives, submitted all the proof including the refund promise, yet the issue is still unresolved.This is a clear case of:Changing the itinerary without consent Breaking a written promise of a refund Forcing me to pay more to correct their mistake Issuing eCredit instead of the refund I was explicitly promised Desired Resolution:1. A full refund of $830.52 to my credit card (not eCredit), as promised.2. Reimbursement of the additional $61.34, for a total of $891.86, that I had to pay to rebook due to Delta's itinerary change.All documentation, including screenshots of the refund promise, original and new ticket receipts, and Delta correspondence, is available.
Business Response
Date: 05/22/2025
We have received your complaint filed with the Better Business Bureau.
Thank you for sharing your recent experience on Delta. 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 find out your ticket was changed without notice. I regret that this was your experience.

I was hopeful that we would be able to resolve this issue in a timely manner. Unfortunately, we are unable to address your concerns without a confirmation number, or a ticket number. Once you retrieve this information, feel free to reply.

*******, thank you for making Delta Air Lines your airline of choice! We appreciate your business, and we look forward to the opportunity to serve you again.

******* C *****
Customer Solutions Supervisor

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