Complaints

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

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  Delta Air Lines

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

  
• 

  Delta Air Lines

  Hartsfield International Airport Atlanta, GA 30320

  
• 

  Delta Air Lines

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

  
• 

  Delta Air Lines

  PO Box 20706 Atlanta, GA 30320-6001

  
• 

  Delta Air Lines

  565 Taxter Road Elmsford, NY 10523

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

• Initial Complaint

  Date:07/16/2025

  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.

   
  Complaint: 23612106
  
  I am rejecting this response because:
  

  A $69 refund is ridiculous and laughable when a ticket from ********** to ******* costs far more than $69. Look at the attached ticket prices. All are Sunday flights which is the day of the week I was supposed to fly out. Stop playing in my face.

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

  ght on July 10, 2025. I was refunded a measly $69 for the worst airline experience Ive ever had.Delta failed to rebook me on a new flight and I was forced to find a flight back home on a different airline. Delta knew I was stranded in ******* for two unplanned days and did not offer a single voucher for hotel or food. I could not find ANY Delta employees in person at the airport, not even at the gate where my flight was supposed to be taking off. Im extremely disappointed with the lack of communication and service that I expected from an airline like Delta.

  

  Business Response

  Date: 07/17/2025

  Hello Raissa,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding your trip on confirmation code GY6WG3. I appreciate the opportunity to review your concerns. 
  
  After reviewing your case and complaint, I can understand why you wanted to contact us as soon as possible. I'm sorry to hear your Delta Marketed and Endeavor Operated Flight 5308 from *******, ** to **********, ** on July 13 2025 was cancelled due to weather, you weren't offered food or hotel vouchers, you only received a $69 refund and you had to find a flight with another air line. We appreciate the opportunity to address this with you. 
  
  Though we try our best to get you where you need to be on time and with the service you deserve, we also understand that there may be unforeseen circumstances that may cause an interruption, delay or even cancellation as you experienced. We are not able to offer hotel, food, transportation or reimbursement for added costs for uncontrollable delays. As we did not have flight options that worked for you, we had to refund the unflown portion of your ticket based on mileage as is our policy. We understand that this experience did not meet your expectations on this trip. 
  
  Rest assured, I have filed a series of formal complaints with our Flight Operations, Airport Customer Service and Route Planning Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line so with that said, thanks for sharing. 
  
  ******, we know when you travel, you have a choice. Thank you for choosing Delta 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.!500RO0W7xlo:ref]

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23612106
  
  I am rejecting this response because:

  Im insulted that anyone would think $69 is fair compensation. Offer a better refund.

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

  

  Business Response

  Date: 07/18/2025

  Hello ******,
  
  RE: Complaint #********
  
  We have received your rejection of our response to your complaint filed with the Better Business Bureau regarding your trip on confirmation code GY6WG3. I appreciate the opportunity to review your concerns. 
  
  I am sorry you feel as though the appropriate refund is laughable and we are playing in your face. We would not refund the price of a new one way ticket in the event of an irregular operation the same way we would not charge you for a new one way ticket in the event of an irregular operation. I understand your frustration with the outcome of your case, however respectfully we would be unable to grant your request for compensation, reimbursement or an additional refund. I have forwarded your sentiments to our Leadership Teams for internal review and future consideration. We appreciate your patience and understanding regarding this matter. 
  
  ******, we know when you travel, you have a choice. Thank you for choosing Delta 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.!500RO0WBTPJ:ref]

• Initial Complaint

  Date:07/16/2025

  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.

   
  Complaint: 23612083
  
  I am rejecting this response because: Deltas most recent response does not adequately address my core concerns regarding the misleading and potentially illegal nature of the Status Match Challenge promotion.
  1. Inconsistent and Misleading Communication If Delta believes the terms of the promotion were clear, why did three separate Delta customer service agents independently review the policy and confirmon recordthat I qualified for the Gold Medallion status after seeing my matched status and earned MQDs? This internal confusion is direct evidence that your promotion is misleading by design or, at minimum, ambiguous enough to cause repeated misinterpretation by your own trained staff.
  2. Deceptive Advertising as Defined By Law Deltas Status Match Challenge page fails to clearly and conspicuously explain this supposed tier matching capa key restriction buried in FAQs rather than presented up front with the primary promotional language. This constitutes material omission and misrepresentation, which is directly prohibited under U.S. law, including:
  Federal **************** Act (15 U.S. Code 45(a)): This law prohibits unfair or deceptive acts or practices in or affecting commerce. The act of advertising an apparent path to higher status, only to later deny said status due to undisclosed or insufficiently disclosed caps, is precisely the type of bait-and-switch tactic these consumer protections exist to prevent.
  **************************** (DOT) Guidance: Airlines are subject to [49 U.S.C. *****] prohibiting unfair or deceptive practices and unfair methods of competition in air transportation or the sale of air transportation.
  
  For these reasons, I fully reject your explanation and maintain that the promotion, as designed and administered, constitutes misleading and unlawful advertising. I urge the BBB, and if need be, the **************************** and ***, to further investigate these business practices.
  
  Sincerely,
  
  ******* ***ts) that I met the requirements and Gold status would be granted.Over ten days later, the status was not updated.A subsequent call to Deltas SkyMiles team resulted in a contradictory explanation: I would not be promoted to Gold status despite meeting the requirements.Attempts to Resolve:I contacted Delta customer support three times via chat, and once by phone.All chat agents initially confirmed I had qualified according to the promotion and policy.Despite repeated follow-ups, the issue is unresolved and my status remains unchanged.Deltas phone representatives provided a conflicting explanation denying my eligibility for Gold status.Advertising Details:The ad was seen on Delta Air Lines official website (**************************) in March 2025.I relied on this written, public promotion when booking flights and spending with Delta during the challenge period.Please see the Upload supporting documents for more proofs.

  

  Business Response

  Date: 07/17/2025

  Hello *******,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding your Status Match Challenge. Thank you for  reaching out so we can address this with you. 
  
  I'm sorry to hear you got inaccurate information about Status Match but I am happy to clarify. I see you were enrolled in Status Match for Silver Medallion Status. As you met the requirements for Silver Medallion Status, you were granted Silver Medallion Status. We would only grant up to the Medallion Status equivalent to your earned Other Air Line Status, which is why we call this a Status Match Challenge. Respectfully, we are unable to grant you status you did not qualify for under the terms and conditions of Status Match.

  Per our Frequently Asked Questions on our Status Match Challenge Page, "You may only extend the same or lower Medallion Tier as the Tier you were originally matched to. For example, if you are matched to Gold Medallion Status, you will not be able to earn Platinum Medallion Status through this offer. However, if you fall short of meeting the Gold requirements during the 3 months but meet the Silver requirements you can enjoy extended Silver Status based on the dates listed" (***************************************************************************************************************).
  
  Rest assured, I have filed a series of formal complaints with our Reservations and Loyalty Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing. We appreciate your patience and understanding regarding this matter. 
  
  Chunwei, we know when you travel, you have a choice. Thank you for choosing Delta as a Silver 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.!500RO0W7tK2:ref]

  

  Business Response

  Date: 07/18/2025

  Hello Chunwei,
  
  RE: Complaint #********
  
  We have received your rejection of our response to your complaint filed with the Better Business Bureau regarding your Status Match Challenge. Thank you for reaching out so we can address this with you.
  
  I'm disappointed to hear your concerns were not addressed in the first response. I understand you were given inaccurate information regarding the promotion, and I do apologize for this misinformation and have filed a formal complaint with our Reservations Leadership Team to provide training and improve the verbiage so the promotion is easier to understand for both our customers and our employees. Respectfully, misinformation would not change the terms and conditions of the Status Match Challenge.
  
  I understand you feel as though the Status Match Challenge has deceptive advertising. We advertised a path to match the status you have with another air line which is what we have done as a result of your meeting the conditions of the Status Match Challenge. I have forwarded this feedback to our Leadership Teams for internal review and future consideration. 
  
  We understand you reject the response in full, however we have provided the terms and conditions which state that you would not be eligible for Gold Status under the Status Match Challenge. If you feel that you need to file a formal complaint with the ****************************, I understand. The Better Business Bureau would be unable to file a formal complaint on your behalf with the **************************** and the ************************, so to move forward with those complaints you would have to personally file those via the proper channels. We appreciate your patience and understanding regarding this matter. 
  
  Chunwei, we know when you travel, you have a choice. Thank you for choosing Delta as a Silver 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.!500RO0WBFfj:ref]

• Initial Complaint

  Date:07/16/2025

  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.

   
  Complaint: 23611822
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******ght. I was concerned so I called. It only took 20 minutes to reach a ******. However, the call took an hour and 45 minutes. I spoke to 3 different people as they kept referring me to another ******. The calls were basically me on hold while they tried to figure it out. The third ****** told me I could not exchange the one flight, that I would have to cancel and rebook everything which led to a massive price increase since it was so close to the time to leave. I have had the flight from *** to *** since September 2024. This had never changed. I should not be penalized by wanting to take an earlier flight from *** to ***.

  

  Business Response

  Date: 07/18/2025

  Hello *****,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding your reservations F96X26 and GTGJH4. I appreciate you reaching out so we can address this with you. 
  
  I'm sorry to hear you purchased three round trip tickets, you called a few days before and experienced long wait times on the phone, had to go to the airport, and you weren't able to change your tickets without a fee. Thanks for letting us know what happened so we can clarify this with you. 
  
  I see you booked your original tickets online on September 29 2025 for confirmation code GTGJH4 for Delta Marketed and Endeavor Operated Flight 5526 from *********, ** to *******, ** and Delta Marketed and Operated Flights 2398 from *******, ** to ************, ** and 212 from ************, ** to ******, ****** on July 4 2025.
  
  I also see you spoke to our airport agents and reservation agents on January 7 2025 to change your itinerary on confirmation code GTGJH4 to Delta Marketed and Endeavor Operated Flight 5526 from *********, ** to *******, ** and Delta Marketed and Operated Flight 296 from *******, ** to ******, ****** on July 3 2025.
  
  I see at that point you booked your own flight at 2:28 PM ********* time on June 28 2025 on confirmation code F96X26 for Delta Marketed and Endeavor Operated Flight 5525 from *********, ** to *******, ** on July 3 2025. I understand you advised you spoke to an agent at the airport, however we don't see any changes being made on either reservation regarding flight 5525 by an airport agent. We also don't see where they sent out an email confirmation of any changes. 
  
  I see that Delta Marketed and Endeavor Operated Flight 5525 from *********, ** to *******, ** on July 3 2025, the earlier flight, wasn't added in to confirmation code GTGJH4 until you spoke to our agents on June 30 2025. The difference in fare was collected and tickets were issued per our policy. If you want a different flight, you must change the entire ticket to reflect that. You cannot be booked on two flights in one reservation and not take the first flight but take the second per our contract of carriage. The entire itinerary is cancelled once one flight is not taken and the fare difference must be collected for any changes. 
  
  Based on the above facts, respectfully we are unable to issue a refund or a goodwill gesture as this was not a Delta failure but rather an application of our Contract of Carriage and policies. Though I understand you feel as though you should not be penalized for wanting to take an earlier flight from ********* to *******, the changes you wanted required you to pay a fare difference and would not be a penalty but rather the fare for the flights you wanted to take. 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 Silver 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.!500RO0W7wub:ref]

  

  Business Response

  Date: 07/18/2025

  Hello *****,
  
  RE: Complaint #********
  
  We have received your rejection of our response to your complaint filed with the Better Business Bureau regarding your reservations F96X26 and GTGJH4. I appreciate you reaching out so we can address this with you.
  
  We are unable to respond to your rejection as there was nothing sent with the rejection. Thank you and have a lovely day. 
  
  
  *****, we know when you travel, you have a choice. Thank you for choosing Delta as a Silver 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.!500RO0W7wub:ref] 
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23611822
  
  I am rejecting this response because:
  
  If this is the consistent way of handling such issues, why did the Delta agent at the ***************** tell me otherwise?  I attached the receipts she printed so you could see that she appeared to refund the money for the original LFT to *** flights. She also told me she would take care of changing the flight to the new time.  There was never any mention that I would be charged additional thousands of dollars for the part of the flight that was not changed. By printing the receipts, it looked very official and I had no reason to question her about it. If, at this point, I had been told what I was later told by you and the individuals on the phone, I would have had the option to decide which way I wanted to go. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/16/2025

  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.

   
  Complaint: 23610802
  
  I am rejecting this response because:
  

  Your staff exemplified dishonest practices to hide incompetence and forced us into a situation that we did not want to be in.
  

  This is not going away, I dont care who I have to get involved and who I have to reach out to.

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

  T and then again at 11:50am ET 3 - They boarded us on a pilot-less flight at 11:50am ET and had us sitting there on the plane like a pilot was coming. We sat on the plane for at least 30 min before they told us again that flight was delayed to 1:30pm ET and had us deplane.4 - Due to the dishonesty and lack of communication, we no longer could get a flight change and have our checked bags make it to the destination on time.5 - We were then told by the Customer Service Agents at the terminal that it would be hours before we could get our bags back if we cancel the flight, so we would be stuck in the airport for HOURS.6 - On the Delta messaging chat, the customer service agent is telling me to take the flight, otherwise we couldnt put in a complaint, so they told us to proceed to *******, **, though we were screwed on our cruise. We had nowhere to stay in *******, **, so we had to book hotel arrangements on the spot at the airport in ********7 - Delta was rude.

  

  Business Response

  Date: 07/17/2025

  Hello *****,
  
  We have received your complaint filed with the Better Business Bureau regarding your flight delay from ******* on June 15th. 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. I'm sorry we failed to provide the on time service you expected and deserved. I know you were eager to get to your cruise and it's disappointing you didn't make it. It's always a good idea when you are traveling to a special event or cruise to leave the day before due to the notorious thunderstorms in the south during the summer months.
  
  I have reviewed your case #******** and found the supervisors handled to completion. Respectfully, we are unable to reimburse any of your out of pocket expenses at this time. We appreciate your understanding.
  
  *****, thanks for being a Silver Medallion and a loyal SkyMiles member since 2002.
  
  
  Regards,
  
  ****** C. ******

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23610802
  
  I am rejecting this response because, the person is not reading the details that I wrote or purposely ignoring them.

  Again, we boarded at 11:50am ET and sat on pilot-less plane for 30 min before they had us deplane because there was no pilot coming. 

  The pilot didnt show up until 2pm ET.
  

  Why deplane if the pilot is close by? We already sat on the plane for 30 min.

  Our original flight was at 9:25am ET.  The gate agent could have just told us that its not likely a pilot is coming for hours, so we can make other arrangements.  They didnt give us the option. They were being dishonest and not being forthcoming.

  When I escalate this, I will also note the purposely ignoring of details.

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

  

  Business Response

  Date: 07/20/2025

  Hello *****,
  
  We have received your response from the Better Business Bureau regarding our previous correspondence. Regrettably, you did not accept our answer. I understand the frustration of boarding the plane and then being advised there was no pilot. We are able to board the plane with no pilot, as long as he is on the way. However, apparently he must have timed out in the process. I hope you find this information helpful.
  
  Regrettably, we are unable to reimburse any out of pocket expenses at your destination.
  
  Thank you for allowing me to respond to your concerns.
  
  Regards,
  
  ****** C. ******

• Initial Complaint

  Date:07/16/2025

  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 on an overbooked direct flight from ********, PDX to ******* DTW. I accepted the offer of $600 in gift cards to take not only a later flight but also adding a layover. Long story short, the Mastercard gift card (not a Delta specific card) was worthless. I have been on for hours online and on the phone trying to get nothing more than what the agent at the gate offered for my seat.

  

  Business Response

  Date: 07/17/2025

  Hello ****,
  
  RE: Complaint #********
  
  We have received your complaint filed with the Better Business Bureau regarding ************************** case ******** regarding your denied boarding compensation. I appreciate the opportunity to review your concerns. 
  
  I'm sorry to hear you're having difficulty with using your Delta Choice Gift Card which you selected as a MasterCard Gift Card. I reached out to our team and they confirmed that you selected a MasterCard Gift Card which was sent out to your email. We resent the confirmation email with the redemption information to your account. As we have issued the Delta Choice and you have selected the Delta Choice, you would have to contact ********** for assistance. 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 Silver 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.!500RO0W6vR9:ref]

• 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.

   
  Complaint: 23609448
  
  I am rejecting this response because:

  Thank you for responding although I cant help but to feel insulted by it. It seems as though you didnt read the original complaint. This is not a physical gift card. This was an e-gift card I myself purchased on **************************. Therefore there is no back of the card. 
  

  I've also called many customer service phone numbers and spoken with various departments. Reservations, gift card divisions, multiple text departments. Ive attached some just so you get the idea of what they say. The card doesnt exist. 
  

  Your generic response of a an empty apology and call the number again is not a valid response. 
  

  Please assist me with this as Ive been dealing with this issue for weeks and hours on end on the phone, my computer, and with so many representatives. I gave you $500 to utilize a gift card for future purchases with your company. It should not be difficult to use a gift card. They supposedly never expire and I just bought it 2 years ago. 
  

  My time is very valuable so I expect some type of compensation for that as well please. 

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

  

  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 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 not to be able to use your gift card online.
  
  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.  In order to determine your balance, there should be a number on the back of your card.  If not, you can call **************.
  
  ******, thank you for making Delta Air Lines your airline of choice! We appreciate your loyalty, and we look forward to the opportunity to serve you again.
  
  ******* C *****
  Customer Solutions Supervisor

  

  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.
  
  ******, 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: 23609448
  
  I am rejecting this response because:
  
  The information you have provided is not correct. The associate advised me he cannot view my gift card from the toll free number you provided. There is no number on the back of my card as you stated. This was a virtual e-gift card. 
  

  Could you please escalate to your supervisor? 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 07/27/2025

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

  Customer Answer

  Date: 07/27/2025

   
  Complaint: 23609448
  
  I am rejecting this response because:

  I want this escalated to your supervisor as its apparent you are not even attempting to try and assist me. This is not good customer service.

   You cant ignore my initial complaint and then apologize that youre refusing to help and refusing your supervisor.

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

• 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.

   
  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,
  
  ****** *****

  

  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. ******