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

4,830 total complaints in the last 3 years.
1,616 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:04/22/2025
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.
Bonjour, Nous avons effectu un aller retour ****** (******) vers ********* sur le mois d'avril 2025.Nous avons mis de ct pendant 3 ans pour pouvoir partir. Mon ami tant malade.A l'aller, nous avions des valises en soute et nous n'avons rien ****** retour, l'enregistrement, la personne nous a factur une fois *************************************************************************** 489 dollars pour la seconde ********* personne a profit que nous ne comprenions pas bien l anglais et de notre faiblesse pour facturer et nous dire que c'tait trop tard.Nous ne sommes pas des personnes avec des revenus importants. Nous nous sommes privs pour pouvoir faire ce voyage malgr la ********** ce montant factur n'est pas justifi. Surtout que nous n'avions pas pay l'aller et qu'au retour rien ne nous a t expliqu.Elle dpassait de 2lbs et a un format normal donc del payer 489 dollars. C'est impossible. Improbable. C'est injuste. Nous avions dit oui pour le supplment de poids mais 489 dollars. Cette somme nous met en difficult financirement et sans raison acceptable Je vous remercie de faire le ncessaire pour que nous soyons rembourss.Surtout qu'on nous a dit que nous aurions d payer que 40 dollars de surplus. Je ne sais pas s'il y a ** une err**r de frappe sur le montant et que nous devions payer que 48 dollars mais l 489 c'est impensable, cela nous dtruit.Merci de votre retour rapide. Nous sommes en difficult financire avec ce paiement Cordialement
Business Response
Date: 04/23/2025
Bonjour Cline,

Nous avons bien reu votre rponse du Better Business Bureau concernant les frais de bagages pour votre voyage retour au dpart de *********, *********, le 22 avril 2025. Je suis honor de rpondre vos proccupations.

Aprs avoir ** vos rclamations, je comprends pourquoi vous avez ressenti le besoin de nous signaler ce problme. Notre examen des frais de bagages pays rvle que vous avez t factur(e) incorrectement. Nous vous prions de nous excuser pour la gne occasionne.

Nous avons transmis les frais de bagages pays nos quipes de remboursement afin qu'ils soient rembourss sur votre mode de paiement initial. Notre service des remboursements vous contactera par courriel spar. Nous mettons tout en uvre pour traiter les remboursements dans un dlai de 7 jours.

Merci de nous avoir donn l'occasion d'examiner votre demande. Toute correspondance supplmentaire sera conserve.

J'ai joint une copie de notre rponse pour les dossiers du BBB.

Cordialement,

Maurice ******
Superviseur du service client
Delta Air Lines
Customer Answer
Date: 04/23/2025

Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:04/22/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 13, 2025, Delta Airlines made a significant change to our original flight itinerary from *** to *****. Instead of the direct route originally booked, the flight was altered to include an additional stop in ********* before continuing to *****. Due to this change, both I **** ******* S. *******) and my travel companion, ******* **********, were informed by Delta representatives over the phone that we would each receive an eCredit of approximately $500 as compensation.However, only one eCredit was issuedto me, ******* S. *******. ******* ********** never received her promised eCredit. We followed up as instructed, but despite being assured during the phone call that both credits would be issued, Charity has still not received her compensation.The change in routing was made by Delta and not initiated by us, and both passengers should have received equal consideration and compensation. This lack of follow-through has caused confusion and inconvenience.Resolution Sought:We are requesting that Delta Airlines immediately issue the missing $500 eCredit to ******* **********, as originally promised, and confirm this in writing. We would also appreciate transparency regarding how and when both eCredits are to be accessed and used.Thank you for your attention to this matter.
Business Response
Date: 04/23/2025
Hello *******,

We have received your response from the Better Business Bureau regarding a schedule change to your past travel under trip confirmation #GMESL4. 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. While reviewing your reservation, it appears the eCredit issued for both of you were a fare difference and not compensation. Normally, a schedule change re-accommodation provides a free change to a more suitable routing or a full refund if the passenger is unable to find an alternate route.

Nevertheless, I have sent an email with the eCredit issued for Charity to her email address on file. The eCredit number is ************* for your records. 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: 04/23/2025

Better Business Bureau:

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

Sincerely,

******* *******
Initial Complaint
Date:04/22/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Formal Complaint Regarding Regional Upgrade Certificates and Lack of Complimentary Upgrade - Flight from LAX to Continued Misleading Information and Inaccurate App Representation Dear Delta Air Lines Customer Care,I am writing to reiterate my extreme dissatisfaction and further detail the misleading information I received from multiple Delta agents regarding the attempted use of regional upgrade certificates and my eligibility for a complimentary upgrade as a Platinum Medallion member on my recent flight from *********** (LAX) to ******** (HNL) As previously stated, I contacted Delta numerous times leading up to my departure, and the information provided was not only inconsistent but demonstrably false and ultimately resulted in my being denied benefits I am entitled to
Business Response
Date: 04/22/2025
Hello ******,

RE: Complaint #********

We have received your complaint filed with the Better Business Bureau regarding your upcoming reservation GGT98I and your experience with our Reservations agents. I'm happy to review your concerns.

After reviewing your reservation, I can understand why you wanted to contact us as soon as possible. I'm sorry to hear you were told you would be upgraded despite lack of regional inventory being released in between February 10 when you booked and tomorrow when you travel. I see you are on the standby list for a regional upgrade on your flight from *********** to ******** but I also see that all seats in Premium Select have been sold on that flight. To be transparent, our revenue management team releases inventory for regional and global upgrades and our Delta agents have no way to guarantee an upgrade without the inventory being available. I am disappointed you were told something repeatedly against policy. I appreciate the opportunity to address this with you.

Rest assured, I have filed a series of formal complaints with our Reservations Leadership Team 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 not reopen your Regional Certificate unless you choose to rebook your ticket into Main Cabin and would at that point go on the complimentary upgrade list for Delta Comfort+ and First Class on your **************, ** to April 23, 2025. As a goodwill gesture for the inconvenience, I have issued ***** Bonus SkyMiles per person into your accounts. These ********************** will become available for use within 72 hours. We appreciate your patience and understanding regarding this matter.

******, we know when you travel, you have a choice. Thank you for choosing Delta as a Platinum 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.

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Customer Answer
Date: 04/22/2025

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:04/20/2025
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.
Delta Airlines Complaint Request for Compensation Date: April 20, 2025 To Whom It May Concern,My name is ***** ****, and I am writing regarding an issue involving Delta flight ticket number *************, booked for my nephew to fly from ********* to *********** (LAX) on April 11, 2025, with a return scheduled for April 13, 2025.The ticket was purchased on April 3, 2025, for $498.97. On April 4, Delta canceled the flight and refunded the amount to the credit card. However, Delta continued to send multiple emails about flight check-in, travel preparation, and reminders all of which were forwarded to my nephew. As a result, he only learned of the cancellation at the airport on the morning of April 11.Due to Delta's misleading notifications and failure to clearly communicate the cancellation, we were forced to make last-minute travel arrangements at significantly increased costs:A new one-way Delta ticket (*************) for $678.48 was purchased at the airport.A return flight was purchased separately with United Airlines using ****** miles and $5.60, equivalent to approximately $150 in market value.This caused financial harm and significant disruption to our family plans. We are respectfully requesting compensation of $828.48, which reflects the actual expenses incurred due to Deltas negligence.Attached to this letter are the following documents:Original Delta ticket receipt ******************** and flight preparation notices sent after cancellation Receipts for the replacement Delta and United flights A credit card statement screenshot showing the refund issued on April 4, 2025 We appreciate your attention to this matter and look forward to a fair resolution.Sincerely,***** ****
Business Response
Date: 04/20/2025
Hello *****,

RE: Complaint #********

We have received your complaint filed with the Better Business Bureau regarding your nephew's tickets under confirmation codes GGU7P6 and JLIVS5. I'm happy to address your concerns.

I see your case was handled under ************************** case ********. Your request for compensation and additional refund was denied due to the original reservation JLIVS5 being cancelled and refunded due to unauthorized credit card form of payment. As this was not a Delta Controllable issue, we respectfully would not provide an additional refund or compensation in this case. Ticket ************* from the original reservation has been refunded in full per our policies and procedures. 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.

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Customer Answer
Date: 04/20/2025

Complaint: 23228088

I am rejecting this response because I was not communicated about the cancellation of the flight. I already filed a complaint to *** and will continue to complain to other parties and seek legal resolution.

Sincerely,

***** ****
Business Response
Date: 04/20/2025
Hello *****,

RE: Complaint #********

We have received your response to our response to your complaint filed with the Better Business Bureau regarding your nephew's tickets under confirmation codes GGU7P6 and JLIVS5. I'm happy to address your concerns.

As the flight was cancelled according to our policies related to fraud prevention, respectfully we would not issue compensation or additional refunds for this case. I apologize for not being able to meet your expectations for additional compensation.

*****, 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.

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Customer Answer
Date: 04/20/2025

Complaint: 23228088

I already replied that this is unacceptable to me.

Sincerely,

***** ****
Initial Complaint
Date:04/18/2025
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 is arbitrarily requiring me to submit a copy of my government identification which includes my picture, my driver's license number, my address, and my personal identifying information without any assurances about how this information will be used. They have locked me out of my skymiles account with no ability to access my miles with the airline unless I provide this information to them.I have a Delta account that I have used to travel for years. A month ago I went to book a flight and could not log in to my account. I tried to reset my password and was able to reset the info to log into the account but when I tried to put the info into the login page on the Delta app and on the Delta website, I got an error message stating: "we're sorry but we were unable to locate your account with the information provided. please confirm your credentials and try again."I went through the Delta messaging service to get help recovering my account and was told the following: "Delta has a reason to believe your account may have been compromised. Please use the below link to submit a government issued ID to verify your identity. Once the proper documentation is provided and reviewed the account audit will be removed and a new password can be created."I was referred to an identity verification page that required me to upload a copy of a government-issued ID in order to "recover my account."My ********************** account has ****** miles in credits accrued, Delta never sent me an email notifying me that my account was compromised, and there is no information on the form they are requiring me to submit about how the copy of my government ID will be used or whether Delta is storing this information and how it will be stored.
Business Response
Date: 04/18/2025
Hello *******,

We have received your response from the Better Business Bureau regarding the process to regain access to your SkyMiles account. 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. We can understand your apprehension with providing your government issued ID, however, this is only way we can verify your identity. In a possible account comprising situation, it would not be feasible to send an email when the email address is used as the security measure for your SkyMiles account.

Nevertheless, your information would be used for the intention of verifying your identity. Submitting your information would fall under the same policy when you submit your personal information to book travel. For more information regarding our privacy policy, please visit *********************************************************************** .

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:04/18/2025
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 charged my account 39$ unauthorized 20+ days after my travel with them and then proceeded to tell me that it was fraud on my account when the charge came from them. My initial flight was March 27 returning March 30th. I received the unauthorized charge April 17th. This is the unacceptable and the customer service I received when reaching out about this via chat and phone was unpleasant and unempathetic
Business Response
Date: 04/18/2025
Hello Chanel,

We have received your response from the Better Business Bureau regarding an authorized seat fee for travel on March 30, 2025. 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 reservations details, it appears you purchased a Basic Economy fare where a fee is charged for seat assignments. It is unclear why the seat fee was waived, however, we apologize for the charge after our reservations representative agreed to waiving the fee.

The charge was already sent over to our refunds team for processing. Our ****************** will follow up with you in a separate email. We make every effort to process refunds within 7 days.

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:04/17/2025
Type:Customer Service 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 have not been able to access my Delta SkyMiles account since March 29, 2025. I have earned ****** miles/points with this account, which makes this valuable. My account was hacked at the end of March. I contacted Delta for help getting my account access restored at least 6 times, spending several hours explaining my situation over and over. Each time I am told to do various things, also over an over. I provided four identification verification forms, I have tried different browsers and different computers at least 4 times on calls with them, they have submitted my issue to SkyMiles IT three times and the SkyMiles IT team says they fixed the issue but it was never fixed (the latest submission to IT was filed a week ago and is still pending). Customer service has told me there is nothing more they can do for me - that I have to wait for the IT **** to fix it - four times. I have spoken with supervisors, shared screenshots of the error messge I keep getting, emailed corporate customer service (no response from them). I have asked to create a new account and have my points transferred; they tried and said it didn't work. Each time they say I need to wait for IT again. They all do and say the same things over and over, regardless of me telling them my situation. The latest customer service *** said I am the problem; that I keep getting the same answers (that don't work) because I keep asking the same questions! They say I can book via the phone, but I do not trust Delta as a result of this, and I am not confident that I will be able to get my boarding pass, etc, if I cannot access my delta account.Nothing works and I have no recourse. I just want the points I have earned.
Business Response
Date: 04/18/2025
Hello ***,

We have received your response from the Better Business Bureau regarding your recent challenges accessing your SkyMiles account. 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. From our review, it does not appear any technical issues may be occurring with your account and your account was successfully reset. Our records shows you were able to setup Multi-Factor Authentication security for your account. So, the system is responding to your prompts.

Based on the error message "Please set up later", it means you waited too long to complete the update and you have to start over. I hope this piece of information helps you resolve this matter. Also, please ensure you submitting your full name as it appears on your SkyMiles account.

First Name: "***"
Last Name: "*********"

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: 04/18/2025

Complaint: 23219856

I am rejecting this response because:

I did not wait too long. I have gone through the process while on the phone with Delta customer service several times. They also thought the error as on my end more than once, so at least three times the representative did the process of resetting the account and trying to login to my account for me. They also got the please reset later response. They also walked me through the whole process several times and I get the same response. I get the email with the one-time code to reset/create my password, I enter the new password, click submit and than I get the same please reset later every time. They have had me use different browsers, clear my cache and browser history, and try different computers. This has happened several times while on with customer service. Every time Im told they cannot understand why this is happening.
They have sent over tickets to IT about this, tell me I need to wait for their response, and Ive recd emails later saying the issue is fixed. I immediately try to login and get the same message.
One representative tried to create a new account so we could merge the accounts and transfer my points to the new account, but they said the were not able to create the new account and they didnt know why.
This is not user error. Ive gone through the steps multiple times while on the phone with delta, following their instructions. It doesnt work and they are always surprised and confused about why it isnt working.
Please just give me a new account.

Sincerely,

*** *********
Business Response
Date: 04/18/2025
Hello ***,

We have received your response from the Better Business Bureau regarding your recent challenges accessing your SkyMiles account.

I'm disappointed you are still experiencing challenges with accessing your account. Our records shows our SkyMiles Support team has responded several times communicating your account was reset. Our IT team generally takes up to 30 days to make adjustments and find resolutions, so I don't believe those emails came from our IT team. Unfortunately, we will have to wait until our IT team resolves this matter if you are still unable to access your account.
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
Initial Complaint
Date:04/17/2025
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 recently obtained the delta skymiles credit card, which comes with free checked baggage for all Delta AND Delta operated flights ("The first checked bag fee waiver will only be applied on flight segments which originate on a Delta or Delta Connection carrier when you check-in with Delta for both a Delta-marketed and Delta-operated flight;" "Delta and Delta Connection carrier-operated and ticketed flights booked at **************************"). The entirety of our flights was booked on Delta and every flight was either Delta or a Delta operated flight. On our return home flight, we were told they could not process the bag fee waiver (they couldn't figure out why it wasn't processing), and due to time constraints, they printed out our receipts and ASSURED us that we would be refunded after contacting Delta. We took the receipts and submitted them to Delta thinking it would be no problem at all, and we would get the refund like we were told. They have denied this. We had alternatives if we had known - we even told the employee that we have family who could take our bags back to their place and that we could retrieve them when we returned later in the year as they didn't have anything essential in them. But we were told and reassured that a refund for the issue would be given since it was indeed a Delta operated flight (and we got our checked bags free on the flight there after showing our skymiles credit card). We're being told it is a policy issue, but my issue is that an employee already told us not to worry, and again, as I said, we had an alternative and did not need to spend $210! I want this appropriately rectified. It is not appropriate customer service to be assured one thing only to be told the opposite later on! I would rather take my business to another flight company that is honest from the beginning.
Business Response
Date: 04/17/2025
Hello *******,

RE: Complaint #********

Thank you kindly for reaching out regarding your reimbursement request and ************************** case ********. I appreciate the opportunity to address this with you.

I see your concerns were already addressed in ************************** case ********. Respectfully, we must uphold the decision in the previous case. We would not reimburse for the Air France baggage fees as the fees were collected and are valid and your **************** Credit Card would only waive baggage fees on Delta or connection carrier (SkyWest, Endeavor, Republic) Flights. We appreciate your patience and understanding regarding this matter.

*******, we know when you travel, you have a choice. Thank you for choosing Delta as a SkyMiles Member and we look forward to serving you well at the next available opportunity.

Regards,

**** ***
Customer Care
Delta Air Lines

This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.

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Customer Answer
Date: 04/17/2025

Complaint: 23217954

I am rejecting this response because:

Sincerely,

******* *******
Business Response
Date: 04/17/2025
Hello *******,

RE: Complaint #********

We have received your response to our response to your complaint filed with the Better Business Bureau regarding your reimbursement request and ************************** case ********. I appreciate the opportunity to address this with you.

I'd love to address your concerns but you didn't say anything in your rejection of our response.

*******, we know when you travel, you have a choice. Thank you for choosing Delta as a SkyMiles Member and we look forward to serving you well at the next available opportunity.

Regards,
**** ***

Customer Care

Delta Air Lines

This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited. Any personal information you provide to us is subject to the terms of our privacy policy found on **************************. Please check Delta Privacy Policy.

[ref:!00D1a0Y3af.!500RO0RJq52:ref]
Customer Answer
Date: 04/17/2025

Complaint: 23217954

I am rejecting this response. Ultimately, things should be made right based on what we were initially told. This is absolutely ridiculous. This needs to be made right - and train employees better!! It was a Delta employee who told us we would be refunded. Not **********. I don't care if that person was wrong at this point. As I said, we had other options than to spend $210 on checked luggage. I should have trusted my gut to not go with Delta!!!

Sincerely,

******* *******
Business Response
Date: 04/21/2025
Hello *******,

RE: Complaint #********

We have received your response to our response to your complaint filed with the Better Business Bureau regarding your reimbursement request and ************************** case ********. I appreciate the opportunity to address this with you.

I understand your frustration with having to pay a bag fee with Air France after being told by a Delta employee that you wouldn't have to pay that baggage fee and would be reimbursed or refunded. As your return flight was operated by **********, the Delta **************** Credit Card waiver would not apply. If the flight is not operated by Delta or our Connection Carriers (SkyWest, Republic, Endeavor), the baggage waiver would not apply. Respectfully, I've tried to see this from your point of view with respect to our actions, policies and procedures and we would not be able to refund the baggage fee.

That being said, I do understand the service failure that happened as a result of the misinformation. I have filed your formal complaints with our Leadership Teams for internal review and future consideration. Your feedback helps make Delta a better Air Line, so with that said, thanks for sharing.

I do want to make this right with you. I have issued a goodwill gesture of a $50.00 Delta Transportation Credit Voucher per person. These will arrive via email within 72 hours with the terms and conditions. Though I know this doesn't change what happened, I do hope this symbol of apology and the steps we're taking internally serve to restate our commitment to you and to your experience.

*******, we know when you travel, you have a choice. Thank you for choosing Delta as a SkyMiles Member and we look forward to serving you well at the next available opportunity.

Regards,

**** ***
Customer Care
Delta Air Lines

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Customer Answer
Date: 04/22/2025

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:04/17/2025
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.
As a Delta employee retiree I used the Delta Travelnet booking site to make a reservation under the fly confirmed for even less program. When getting to the pay section I tried to enter an * credit in the provided block to cover some of the costs. It said the travel net website could not complete that function to call an agent. After over an hour with an agent, they could not figure out how to apply the * credit. This of course wasted a lot of my time and two different agents times. The program and website should either say that an * credit cannot be used for fly confirmed for even less bookings or have the website function to facilitate it. Having the website instruct you to call an agent when they have no way to figure out how to do it is unreasonable.Please apply the * credit to the credit card used to pay for the fees of around $176. Additionally, correct the website and the program so that e-credits can be used on fly confirmed for even less bookings or have the website tell you it is not allowed.
Business Response
Date: 04/17/2025
Hello *****,
RE: Case 23216751

We've received your complaint files with the Better Business Bureau regarding your inability to apply your EMD credit (INCENTIVE DOLLAR VALUE DELTA SKYMILES ******** EXPRESS - IVD/Orig Doc Value $200.00/Redemption Code ********C) to your booking HZQGMB with service from *** to PWM on September 27, 2025. It is my pleasure to assist you with your concern.

We would like to start with thanking you for your service to Delta Airlines! I can see and understand how this must be frustrating; 1. not being able to use this credit on your booking to cover some of the costs for this trip on the ********* website and 2. being directed to call in to Delta, and 3. spending an hour of your time and the time of two Delta agents without being advised of this.

I would like to share that on DeltaNet (*************************************************************************************************************) under ecredits it states that at this time, only ETKT (Electronic Ticket) or DTV (Delta Transportation Voucher) eCredits will be accepted and they must be in USD. With that said, your **************** EMD credit would not be accepted. Please accept our apology for this frustrating experience and know that I will forward your experience to Customer Service leadership for internal review for improving our service.

Thank you for being the best part of Delta!

Kindest Regards,
*** ******
Customer Answer
Date: 04/17/2025

Complaint: 23216751

I am rejecting this response because:

Why does the Delta ********* website have a block in the payment section for Ecredits if they are not accepted? Why in the payment section does it say to call into an agent to complete this function if it is not accepted?
I feel some compensation for wasting my time on a process I was instructed to do that is not valid in the first place?
To clarify:
American Express ECredits can not be used for charges related to Skymiles flight redeemtions OR employees Fly Confirmed for less booking.
Sincerely,

***** ****
Business Response
Date: 04/18/2025
Hello *****,
RE: Case 23216751

We've received your rejection to our reply.

I understand the frustration you have explained, and I am sorry. Your concerns have been submitted to leadership for internal review to improve our service.

As some credits are acceptable, the block would occur for credits that are not acceptable, as in this case. I do apologize that the agents you spoke with missed the information on ********* too. As it clearly stats that the credit in which you were wanting to use is not an acceptable credit.

Respectfully, we are not able to honor your request of compensation. We appreciate your understanding regarding this matter

Kind Regards,
*** ******
Initial Complaint
Date:04/16/2025
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.
Delta airlines delayed a flight to ********* from *** on February 27 by more than 6 hours. As a compensation the airlines offered to give 200 dollars gift card. unfortunately, they provided an invalid gift card and i tried for over a month to contact them by email and phone. nothing works out and they keep telling me that they sent me a new digital code to use my giftcard and that the transaction is complete but that is far from true. they try to avoid me and treat me like an ignorant.
Business Response
Date: 04/17/2025
We have received your complaint filed with the Better Business Bureau.
Thank you for sharing your recent experience on flight 986 ******* to *********** on February 27. 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.

We are showing that the $200 Delta Choice gift card was used. You were also issued a $200 travel voucher. No additional compensation is due.

Hossameldin, thank you for making Delta Air Lines your airline of choice! 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: 04/18/2025

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,

****** *****

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