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Delta Air Lines, Inc. complaints

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P.O. Box 20980, Department 980
Atlanta, GA 30320-2980 | Get Directions

(800) 221-1212

http://www.delta.com/

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Total Amount in Dispute:
$12,575.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

27 complaints against Delta Air Lines, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
24	Unanswered

27 complaints against Delta Air Lines, Inc.

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3/21/2024

RESPONSE: Complaint was not answered Amount in Dispute: $173.12 Amount Settled: $0.00

Customer Complaint

2/26/2024

On February 12, 2024, our flight DL0345 to Atlanta from New York LaGuardia with connection to Albuquerque, departure more than 50 minutes late (original departure time was 5:00 pm), due to this, we lost the next flight DL1531 to Albuquerque (ABQ) from Atlanta scheduled at 8:35 pm. Before that, Delta without prior notice, while we were landing in Atlanta, change our flight to ABQ to the next day February 13, 2024, at 11:05 am. When we ask for a help with the hotel because we were with our kids and my mother-in-law in a wheelchair, they just said that it was not their fault and was because "the mother nature". As a Delta SkyMiles member, we felt abandoned by this company, and we just want to the reimbursement of the hotel night in Atlanta. Resolution Sought Reimbursement of the hotel fee.

2/13/2024

RESPONSE: Complaint was not answered Amount in Dispute: $600.00 Amount Settled: $0.00

Customer Complaint

1/18/2024

I booked a flight from DFW to MSP for January 14, 2024. I booked my flight through a third party company. I called Delta prior to ensure I would still be able to check a bag. I informed them that I would be ending my trip in Minneapolis, not Montana (apparently this was a ticket to Montana with a layover in MSP). The representative helping me ensured me I'll be okay to check a bag. I also texted their automated system & got the same reply. Okay so fast forward I'm not at MSP & my luggage still hasn't come. I go up to the desk by carousel 8 & I speak with the representative who informs me I need to go upstairs to fix my ticket. I go upstairs & this is where things go left. I explain how I've told everyone I was going to MSP & still my luggage was tagged for FCA. They said what I did was illegal & that I have to go downstairs to clear it up. I go downstairs they tell me I have to go back upstairs to pay the difference. I go back upstairs they told me I had 5 minutes to pay $600 if I wanted my luggage to be pulled. My mom pays over the phone & my luggage still wasn't pulled. I called prior because this was a new process. I would have just got a second carry on rather than check a bag had I been properly informed. I got scammed. Into paying $30 to check my bag. A bag I would have never bought & checked had I been properly informed of the rules & regulations. This experience was overwhelming & my mental health suffered as a result. My meds were in my luggage. Resolution Sought Honestly, I would like a refund. & in the future if customers call PRIOR, properly INFORM them. Telling me misinformation, I honestly feel scammed. I would have NEVER checked a bag had I been properly informed. I had to call my mom to pay because they only take cards & I had lost my card while visiting my sister in Dallas. They should have pulled my bag right away even if they were going to make me pay to get it back, at least pull it so it's in Msp. I paid & they still sent it to FCA.

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