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:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delta Airlines are clearly making refunds and compensation as difficult as possible to obtain after failing to provide the services they agreed to. Following two flights cancellations, I spoke/attempted to speak with their customer service six times and have yet to receive any reimbursement or compensation for their failures. I'm constantly being told by their representatives that they cannot help and I need to go speak to [X person], who then pushes me elsewhere. My live chats have been abruptly ended. The onsite help desk rejected my request for a food voucher, the phone line did not answer my call for over an hour (I gave up), the second attempt the Customer Service phone line claimed they cannot help with refunds or reimbursement, and the text chat claimed I was giving them the wrong information that I verified was in fact correct. Now my SEVENTH attempt to receive even just a refund for my flight cancellation, I've been told I have to go through a ticket submission on their website. It is clear that they are over-complicating their refund/compensation process to lead to as few issued refunds as possible. This is unjust and corrupt.

  

  Business Response

  Date: 07/18/2025

  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 flight was cancelled.  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

• Initial Complaint

  Date:07/16/2025

  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.

  We flew to ********** on 7/12/25 but our connecting flight to ********* which was our final destination was cancelled without an option to get there that evening. This was an important trip in order to see our new grandbaby. We had to return home as the trip was ruined. We need a refund on the airfare as our entire trip did not happen and we will need to plan another trip in the future now.We are seniors, on a tight budget and actually had to borrow money through Affirm to pay for this trip. We got a refund on our hotel and car rental but need the airfare refunded.

  

  Business Response

  Date: 07/17/2025

  Hello ******,
  
  We have received your complaint filed with the Better Business Bureau requesting a refund for your trip to ****** on July 12th. I am honored to have the opportunity to respond to your concerns.
  
  Please accept our sincerest apologies for the inconvenience this caused. Our goal is to get you to where you need to be safely and on time. I'm sorry we failed to provide the on-time service you expected and should have received. I know you were eager to get to the graduation and it's very disappointing when you weren't able to make it.
  
  After review, your reservation is documented to refund your ticket in full after you returned home. However, you didn't contact Delta for the refund. If you ever need assistance in the future, go to *********************************************************************** at the bottom of the page and fill out the form. And of course, if you do not get the help needed, you can always file with the BBB as you did.
  
  I have sent both your and Wilderkent's tickets over to our ****************** for processing. However, since you booked through a third party, the refund may go to the travel agency, depending on the form of payment used to purchase the tickets, a **** ending in 5201. Please allow up to 10 days for processing.
  
  ******, thank you for allowing me to respond to your concerns and thanks for choosing Delta.
  
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 07/17/2025

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

• Initial Complaint

  Date:07/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your delays caused excessive discomfort and suffering to ******* ******** ******* and ***** ******. In total, their LHR > SLC > SMF trip will be over twenty-four hours. ***** is a toddler, who hasn't been in a bed in about thirty-six hours ****** addition to compensation for the fare, the Hyatt Place SMF (*****) reservation is around $200 + anticipated late checkout fees. I manage a private investment portfolio. Accordingly, I work on NY time. My wife is the government affairs director for the largest children's nonprofit in the capital. We cannot accommodate a 2am arrival on a Wednesday morning. Nor can the Curtises endure an additional half hour journey to our home in ***********.

  

  Business Response

  Date: 07/16/2025

  Hello *****,
  
  We have received your complaint on behalf of the ****** family's delay. Unfortunately, I am unable to address your concerns due to you did not provide a date of travel or a confirmation or ticket number.
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23606507
  
  I am rejecting this response because: it's absurd. 

  virgin EOMVXY
  delta GXEJPO
  flying LHR to SMF layover in ***
  
  VS4019 on 15 Jul 2025 10:55 is delayed until 15 Jul 2025 12:04.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/20/2025

  Hello *****,
  
  We have received your response from the Better Business Bureau regarding your family's flight disruption. Thank you for the confirmation number.
  
  After review, ******* was sent an email yesterday in case#******** requesting bank information for the UK APPR compensation that is due. Moving forward, any compensation or reimbursement due will be handled through that case. We appreciate your understanding.
  
  *****, thank you for being a Silver Medallion and allowing me to respond to your concerns.
  
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23606507
  
  I am rejecting this response because: a screenshot of the sole invoice from ********* was not accepted. Repetitive/redundant information was requested otherwise. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/22/2025

  Hello *****,
  
  We have received your response from the Better Business Bureau regarding our previous correspondence. Regrettably you didn't accept our answer and per the prior email, case#******** is requesting bank information and a valid itemized hotel receipt. In order to receive payment/reimburse, ******* must reply to the email requesting the information.
  
  I've included a copy of our responses to the BBB files.

  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23606507
  
  I am rejecting this response because: it is absurd. Please included the full name, job title, and *** number of the Hyatt attorney taking responsibility for this response. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/15/2025

  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 Delta flight DL2170 on July 14, 2025 **** to ATL to VPS), was cancelled with little notice. Delta rebooked us twice once for July 16 with no confirmed details, and again for July 15 from ***************** (DL1642), requiring a costly and inconvenient airport change. We were stranded in ************* for over 24 hours with no assistance provided by Delta, despite repeated requests.Delta staff refused or ignored requests for meal vouchers, hotel accommodations, or transportation help. As a result, we incurred $664 in out-of-pocket expenses for food, transit, and a last-minute hotel in ******** that was unsafe and unsanitary.We missed the purpose of our trip entirely and were left without communication, support, or accountability from Delta. This experience was both financially and emotionally stressful.Resolution Requested:Full reimbursement of $664 for documented out-of-pocket expenses Compensation for the disruption, missed travel, and failure to provide any customer support A formal explanation and acknowledgment from Delta Supporting Details:Meals: $250 Transportation: $225 (hotel-airport transfers)Hotel: $189 Flights: $1,200 Total: $1,864 Documentation available upon request.

  

  Business Response

  Date: 07/16/2025

  Hello ******,
  
  We have received your complaint filed by the Better Business Bureau regarding your flight cancellation from *** on July 14th. I am honored to respond to your concerns.
  
  Our goal is to get you to where you need to be safely and on time. I'm sorry we failed to provide the on time service you expected and deserved. However, due to immerse weather and other uncontrollable situations, it becomes impossible at times. Please allow me to explain, the **** Regulations do not require airlines to provide accommodations, meals or compensation for delays outside their control. I have passed your comments over to Delta's Airport Customer Service leadership team for review. They will use your feedback to improve their service.
  
  After review, the three cases you submitted through Customer Care will now be closed due to you contacted the BBB and did not allow the 14 days they advised to allow for them to respond.
  
  Regrettably, we must decline your request for a reimbursement of $1,864.00 since this cancellation was outside of Delta's control. We appreciate your understanding.
  
  ******, thank you for allowing us to respond to your concerns.
  
  
  Regards,
  
  ****** C. ******

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding the significant disruptions I experienced during my trip on Friday, June 13, 2025. I was scheduled to depart from BWI at 7:44 PM on Delta flight 2928 to *******. Arriving at ATL 9:40 PM, with a connecting flight to ****** at 10:20 PM. Unfortunately, the BWIAtlanta flight was severely delayed and did not depart until after 11:00 PM, causing me to miss my international ************* a result, I lost a full day in ********, including several important and time-sensitive commitments. Among them was the launch and signing event for a close friends book a once-in-a-lifetime occasion as well as a professional appointment for which I had paid a non-refundable deposit.Delta rebooked me on a flight to ***** the following morning at 7:00 AM, from which I was scheduled to board a new flight to ******. However, I was left waiting for approximately five hours overnight in the closed *************** terminal, without any assistance, food, or water. At that time of night, all airport concessions and even vending machines were unavailable. Since I had checked in at 5:00 PM, I spent more than 12 hours without access to food or drink until the airport reopened around 5:00 AM.When I arrived in ***** at 9:25 AM, my connection to ****** was already boarding. I had to rush through the airport and was barely able to board the last available flight of the day to my final ************** addition to the extreme fatigue, lack of basic necessities, and distress caused by the delays, the disruption resulted in both personal and financial losses, as I mentioned above. This experience was unacceptable, and I believe it warrants a thorough review and appropriate compensation.I respectfully request that Delta Airlines investigate this matter and provide compensation for the inconvenience, the missed international connection, lost prepaid commitments, and the significant lapse in customer care during the overnight delay.

  

  Business Response

  Date: 07/20/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 2928 from ********* to ******* on June 13.  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 which caused you to miss your connecting flight to *******  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.  I forwarded your comments to our Flight Operations leadership team so they can use your experience to improve our service. This will help ensure that Delta continues to remain one of the best airlines in the world.
  
  When our service does not meet our customer's expectations, we feel it is important to acknowledge this and appeal for a degree of understanding. Although we can never place a value on your time or overall flying experience, as a goodwill gesture, Im adding ****** bonus miles to your SkyMiles account. These ********************** will post to your account in three business days. 
  
  As a result of your flight disruption, we understand that you may have hotel, ground transportation or meal expenses.  Please go to ************************** and select Expense Reimbursement.
  
  Tai, thank you for making Delta Air Lines your airline of choice since 1993!  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: 07/20/2025

   
  Complaint: 23603469
  
  Dear Delta Team,
  
  
  Thank you for your thoughtful and empathetic email. However, I must respectfully decline your compensation offer.
  
  
  While I appreciate the courteous tone of your message, the proposal does not reflect the value of my experience as a customer, nor does it truly acknowledge the hardship I went through. To begin with, the ****** miles offered is a negligible bonusit isnt even sufficient to upgrade to a business class seat on a single flight. At the very least, I believe I should receive a full refund of my ticket in miles or eCredits.
  
  
  More importantly, your offer does not account for the stress I endured or the important commitments I missed due to the disruption. The launch event for my friends book, for instance, is a once-in-a-lifetime occasion that I will never be able to attend again. The deposit I paid for an appointment, the deep frustration of not being able to go through with a long-awaited procedurenone of these losses are made right with ****** miles and reimbursement for airport expenses.
  
  
  I truly believe Delta can do better. My frustration, exhaustion, and emotional distress over this experience are beyond monetary value, but your response should at least try to recognize the real impact this had on my life
  
  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 07/23/2025

  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.
  
  Tai, we know when you travel you have a choice, so thank you for choosing Delta! We certainly hope you allow us another opportunity to provide the excellent service we are known for. Thank you for understanding and have a great day!
  
  ******* C *****
  Customer Care Supervisor
  

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23603469
  
  I am rejecting this response because nothing has changed since the first message, and Im left with the impression that you simply dont care about what happened to me. If, in your view, going over 12 hours without access to food or water, without sleep, and in complete discomfort during a wait of more than 5 hours at the airport not to mention the emotional and financial toll is worth nothing more than ****** miles, then I truly feel neglected and devalued. I feel like I mean nothing to Delta as a customer and that all I deserve is a simple apology.
  
  
  I chose to fly with Delta, and you chose not to value me as a customer
  
  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/15/2025

  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.

  Scheduled to fly on 07/12/25 on Delta flight # DL5326 from *** to ***. Flight **************** gates changed multiple times, culminating in cancellation of the flight. Passengers waited 2+ hours their bags. Filed reimbursement claim # ******** for transportation back home and difference between Delta ticket & last minute ticket I had to buy with another airline. Delta denied claim stating it was an Air Traffic Control Delay outside of their control. This has proven to be a lie, since same flight # and route was cancelled five times within a week on July 8th, 9th, 12th, 13th and 14th and delayed in July 10th and 11th. Delta is blaming Air Traffic Control for their incompetence and then denying reimbursement claims based on that. Passengers were not compensated whatsoever for Deltas failure, only given refunds of their original ticket purchase. Note: A complaint was also filed with the **************************** to further investigate this. Attached are screenshots of cancelled flights on the same route and flight number as well as my receipts for my reimbursement claim. I would like Delta to make this right by approving my reimbursement claim, otherwise I wont be flying or using Delta anymore and will cancel any related credit cards as well. Delta needs to take responsibility and do the right thing.

  

  Business Response

  Date: 07/20/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 5326, operated by Delta Connection Carrier Endeavor Air, from ******** to ******* on July 12.  On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was to experience a 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.  I forwarded your comments to our Flight Operations leadership team so they can use your experience to improve our service. This will help ensure that Delta continues to remain one of the best airlines in the world.
  
  When our service does not meet our customer's expectations, we feel it is important to acknowledge this and appeal for a degree of understanding. Although we do not offer refunds on other airlines, Im happy to see your Delta ticket was refunded, your ground transportation was reimbursed and you received a $200 travel voucher.
  
  *******, thank you for making Delta Air Lines your airline of choice since 2008!  We appreciate your loyalty as one of our SkyMiles members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer Answer

  Date: 07/20/2025

   
  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. Delta in the end did the right thing and refunded me my transportation cost and gave me a $200 eCredit for future use. I thank them for their response and attention to the matter and complaint. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:07/15/2025

  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 7/15/25 at 4:20am, I arrived at the airport for my 6:30 am flight to ***, when I try to check my bags I learn from Delta that my flight was cancelled. No text or email from Delta. They wanted to book me for the following day. OUTRAGEOUS, to let customers show up at the airport and then tell them their flight is cancelled. I could see that there were SW flights availableDelta customer counter service said NO-we dont book with SW Airlines. I had to book a flight myself, if I was going to salvage my vacation for a much higher price. I want to be compensated for the difference$300 difference between ticket prices + $75 baggage fee.

  

  Business Response

  Date: 07/20/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience on flight 367 from ********* to ******** on July 15.  On behalf of Delta Air Lines, please accept my apology that your recent travel experience fell short of your expectations.  I can imagine how frustrating it was to experience a cancellation when you were eager to get to your destination.  Im happy to see that your ticket was refunded.
  
  Flying with Delta should be enjoyable, and the inconvenience caused does not support our goal of providing a high level of service and value to our customers.  I forwarded your comments to our Flight Operations leadership team so they can use your experience to improve our service. This will help ensure that Delta continues to remain one of the best airlines in the world.
  
  When our service does not meet our customer's expectations, we feel it is important to acknowledge this and appeal for a degree of understanding. Although we do not refund baggage fees, as a tangible form of an apology, Im issuing an Electronic Transportation Credit Voucher for $75.00.  Youll receive the voucher numbers and associated Terms and Conditions in a separate email within 24 hours.  (Check your spam folder if you dont see it in your inbox.) Please keep this email because youll need the number to redeem the voucher.  
  
  *******, thank you for making Delta Air Lines your airline of choice since 2023!  We appreciate your loyalty as one of our SkyMiles members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23601465
  
  I am rejecting this response because a $75 credit is a woefully insufficient. I had to purchase a last minute ticket to get to the destination you were contracted to get me to ******** that day. I had to purchase a one way ticket that was double my round price ticket at Delta. I am out close to $1000.00 because of Deltas lack of business planning and courtesy to their customer needs. Cough up the$1000 credit.
  

  I want to see data logs for the reason for the cancellation at Delta, please send them to ******************************
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/15/2025

  Hello *********,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding the non-controllable cancellation due to weather of your Delta Marketed and Operated Flight 2552 from *******, ** to ******, ** on July 14 2025. I appreciate the opportunity to address your concerns. 
  
  After carefully reviewing your email and reviewing your reservation, I can understand why you wanted to contact us as soon as possible. We didn't get you where you needed to be on time and with the service you deserve, and that's not okay. I appreciate the opportunity to make this right with you. 
  
  Rest assured, I have forwarded your formal complaints to our Routine Maintenance, Flight Operations and Reservations Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. 
  
  Respectfully, we would be unable to consider reimbursement or offer hotels or food or transportation during a non-controllable cancellation. We would also be unable to offer a refund as you rebooked your flight today and are checked in and we would be unable to both fly you on your rebooked flight and provide a refund for your rebooked flight. We appreciate your patience and understanding regarding this matter.
  
  *********, we know when you travel, you have a choice. Thank you for choosing Delta Air Lines as a SkyMiles Member and we look forward to serving you well on your next trip with us. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0W09nN:ref]

  Customer Answer

  Date: 07/15/2025

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

  

  Business Response

  Date: 07/15/2025

  Hello *********,
  
  RE: Complaint #********
  
  We have received your rejection of our response to your complaint filed with the Better Business Bureau regarding the non-controllable cancellation due to weather of your Delta Marketed and Operated Flight 2552 from *******, ** to ******, ** on July 14 2025. I appreciate the opportunity to address your concerns and would like to advise that we are required to send a response to your rejection. 
  
  I'm very sorry you feel as though this was a cancellation caused by Delta and not by the weather. We certainly do recognize the inconvenience caused by the non-controllable cancellation and not being able to get out until the next day. My job is to handle these cases appropriately and respectfully the appropriate resolution for this case would be an apology as done in the previous response. As we rebooked you as soon as we had availability and you are planning on traveling on the rebooked, as well as due to the fact you've experienced an uncontrollable interruption, we would not provide compensation or reimbursement in this case. Our DOT team will respond as soon as they've received your complaint and reviewed your case. Rest assured, I have passed along your feedback to our leadership teams for consideration. We appreciate your patience and understanding regarding this matter. 
  
  *********, we know when you travel, you have a choice. Thank you for choosing Delta Air Lines as a SkyMiles Member and we look forward to serving you well on your next trip with us. 
  
  Regards,
  
  **** ***
  Customer Care
  Delta Air Lines
  
  
  This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.
  
  [ref:!00D1a0Y3af.!500RO0W24I3:ref]

  Customer Answer

  Date: 07/15/2025

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

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

• Initial Complaint

  Date:07/15/2025

  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 filing a formal complaint against Delta Airlines for a profoundly unsatisfactory first-class travel experience (RNO-FLL via ATL, 5/22 - 5/31. This complaint is delayed by two months due to fear of Delta retaliation (e.g., denied future services). However, immense stress and Delta's lack of accountability compel me to seek reimbursement.Incident at FLL Delta Sky ****** (5/31/25):At FLL Sky ******, my husband (with his physical Amex Platinum) and I, both first-class, were denied entry as I lacked my physical Amex Platinum. Despite having his card and my digital card (Amex app, Apple Wallet, Delta App), staff strictly enforced a physical card policy, refusing exceptions. Their demeanor changed negatively for domestic first-class. Their conduct was rude, unhelpful, demeaning, and lacked compassion. After a 12+ hour travel day in *******, I felt their disrespectful treatment, racial profiling, was linked to my appearance/ethnicity. My frustrating 9:30 AM-3:00 PM wait ended with a Delta manager offering no help, implying my frustration was the issue.Contrast with ATL ******:ATL Sky ****** staff immediately granted access with my boarding pass and digital card, highlighting FLL's arbitrary, discriminatory decision.Unsatisfactory Customer Service Response:My Delta website complaint received "empathy" but no reimbursement "per policies." They claimed to address *** leadership, showing no accountability. Words are meaningless without action.Additional Flight Issues:RNO-ATL flight severely delayed (10:50 PM to 1:45 AM departure); airport services closed. First-class entertainment screens non-functional on another segment.Impact and Plea:As a professional Travel Advisor recommending Delta, this disheartening experience and Delta's lack of resolution ruined an expensive trip, leaving me defeated and unheard. I urge Delta to make this right through concrete action, not just words, by providing a full refund or equivalent travel credit.

  

  Business Response

  Date: 07/20/2025

  We have received your complaint filed with the Better Business Bureau. 
  Thank you for sharing your recent experience prior to flight 1554 from Ft. Lauderdale to ******* on May 31.  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 rude and discriminatory behavior at the Delta ********* 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.  I see that a discrimination investigation is underway based on your complaint that was filed with our Disability and ************************* on June 4th. This was under case number ********. Once this investigation is complete, the appropriate action will be taken.
  
  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 compensation for delays under 4 hours, 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 2023!  We appreciate your loyalty as one of our SkyMiles members and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  Customer Answer

  Date: 07/20/2025

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

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint about my extremely disappointing experience with Delta on June 25, 2025. I was scheduled to fly on DL5170 from ******** (***) to ******* (YYZ) at 9:00 PM. However, the flight was cancelled just two hours before departure while I was already at the airport. Without explanation or consent, I was automatically rebooked on a flight for June 27with a stop in *******. This was unacceptable for my schedule.I waited over an hour to speak with staff to find a better alternative, only to be told there were no direct flights that night. When I asked where I was supposed to stay, I was told it was my own responsibility and was simply dismissed. No explanation was provided for the cancellation.Left without support, I had to book a night at the ********* for $674.16 and purchase a last-minute direct flight with ********** the next morning (June 26) for $570 USD to avoid missing important commitments. Delta initially refused to reimburse any of these costs. However, after I returned to ******, I was informed that Delta would have covered the hotel if I had taken the rebooked flightsomething I was not told earlier.The lack of communication, support, and empathy from Delta staff was shocking. No apology was offered at any stage. This experience caused unnecessary stress, wasted time, and significant financial loss.I am requesting a full reimbursement of my hotel and flight expenses totaling $1,244.16 USD and a formal apology. I hope Delta takes this complaint seriously and improves how it handles cancellations and customer support in the future.

  

  Business Response

  Date: 07/17/2025

  Hello Ziyi,
  
  We have received your complaint filed with the Better Business Bureau regarding your flight cancellation from *** on June 26th. I am honored to have the opportunity to respond to your concerns.
  
  Our goal is to get you to where you need to be safely and on time. However, due to immerse weather and other unavoidable situations, it becomes impossible at times. Please allow me to explain, the **** Regulations do not require airlines to provide accommodations or compensation during uncontrollable events. However, under the ********************************* Regulations, although this delay was outside our control, if you had taken the rebooked flight, the hotel would have been covered, only up to the maximum we reimburse in ********. I hope you find this information helpful.
  
  Your ticket has been refunded via wire transfer. Respectfully, we will be unable to reimburse any of your out-of-pocket expenses.
  
  Ziyi, thanks for allowing me to respond to your concerns. We can't wait for the opportunity to serve you again soon to provide a better experience.
  
  
  Regards,
  
  ****** C. ******