{"id":"delta-air-lines","page":"https://escalate.alexgaoth.com/#/c/delta-air-lines","html":"https://escalate.alexgaoth.com/c/delta-air-lines/","generated":"2026-10-15","company":{"id":"delta-air-lines","name":"Delta Air Lines","aliases":["delta airlines","delta air lines inc","delta.com"],"sector":"airline","website":"https://www.delta.com","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"},{"id":"customer-care-mail","type":"mail","label":"Customer Care mailing address (U.S., Caribbean, most of Europe and Latin America)","value":"Delta Air Lines, Inc., Customer Care, P.O. Box 20980, Department 980, Atlanta, GA 30320-2980","purposes":["poor_service","accessibility"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Refund request for a cancelled or significantly changed flight (Travel Resolution Form)","value":"https://www.delta.com/refund-form","purposes":["flight_cancellation","refund_request","ancillary_fee_refund","travel_credit"],"notes":"The same form handles eCredit appeals and some other refund reasons.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"id":"reimbursement-form","type":"web_form","label":"Reimbursement request for meals, hotel and transportation after a Delta-caused delay or cancellation","value":"https://www.delta.com/reimbursement/","purposes":["flight_delay","flight_cancellation"],"notes":"The page says eligibility is limited to U.S. and Canada residents; other requests go through the Comment & Complaint form.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"id":"refund-status-phone","type":"phone","label":"Refund status (U.S. and Canada)","value":"+1-800-847-0578","hours":"8am-7pm ET, Mon-Fri","purposes":["refund_request","flight_cancellation"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"baggage-claim-form","type":"web_form","label":"Online baggage claim (delayed, damaged, lost, pilfered)","value":"https://www.delta.com/bag-claim","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Needs the file reference number from the airport baggage report.","source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Baggage service (U.S., toll-free)","value":"+1-800-325-8224","hours":"6:00 am-12:00 am ET, 7 days","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The baggage page gives +1-404-209-3034 as the alternate number when the toll-free line is unavailable.","source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"disability-phone","type":"phone","label":"Accessible Travel Services","value":"+1-404-209-3434","hours":"24/7","purposes":["accessibility"],"notes":"Dial 711 for Relay Services.","source":"https://www.delta.com/us/en/accessible-travel-services/overview","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Decline the automatic rebooking if you want money back, then request a refund to the original form of payment.","evidence":["confirmation number","ticket number","original and rebooked itinerary","cancellation or schedule-change notice"],"steps":[{"do":"Check the automatic rebooking in My Trips. If it does not work for you, cancel it and ask for a refund instead of an eCredit."},{"do":"Submit the refund request for the unflown portion plus prepaid seat and checked bag fees.","channel":"refund-form"},{"do":"If the cause was within Delta's control and you paid for meals or a hotel, submit receipts for reimbursement.","channel":"reimbursement-form"},{"do":"Check refund status by phone if it has not arrived after the stated processing time.","channel":"refund-status-phone"},{"do":"If Delta does not refund, file a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Delta defines a significant schedule change as a departure or arrival 3 hours or more earlier or later for domestic itineraries, and 6 hours for international itineraries.","issues":["flight_cancellation","flight_delay"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you decline the rebooking after a cancellation or significant change, you can get a refund of the unflown portion plus prepaid seat upgrade, Preferred Seat and checked bag fees, or take an eCredit valid for 5 years. If Delta cannot rebook you and you take no action within 24 hours, Delta refunds automatically to the original payment method.","issues":["flight_cancellation","travel_credit","ancillary_fee_refund"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Contract of Carriage Rule 22(D) says credit card refunds are \"typically within seven business days\" of Delta's initial receipt of the refund request, and other forms of payment \"typically within 20 days\".","issues":["flight_cancellation","refund_request"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"},{"kind":"compensation","claim":"For a delay or cancellation within Delta's control, the Customer Service Plan promises a meal or meal vouchers when you wait 3 or more hours, a hotel at a Delta-contracted facility (based on availability) and ground transportation if you are stuck overnight away from home, and rebooking on another airline with a ticketing agreement if no Delta flight is available.","issues":["flight_cancellation","flight_delay"],"source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For a Delta-caused delay of 3 hours or more, ask for meal vouchers and a hotel; claim receipts afterwards.","evidence":["confirmation number","scheduled and actual times","cause given by Delta","receipts"],"steps":[{"do":"At the airport, ask an agent for meal vouchers (3+ hour wait) and, if stuck overnight, a hotel and ground transportation."},{"do":"If you paid yourself, submit receipts for reimbursement.","channel":"reimbursement-form"},{"do":"If the delay is a significant change (3+ hours domestic, 6+ hours international) and you no longer want to travel, request a refund.","channel":"refund-form"},{"do":"If Delta refuses, send a written complaint, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"For delays within Delta's control, representatives may also offer \"cash equivalents (e.g., gift cards), travel credits/vouchers, and/or miles for SkyMiles members\".","issues":["flight_delay","flight_cancellation"],"source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"},{"kind":"policy","claim":"Contract of Carriage Rule 19(B) provides an overnight hotel voucher (if contracted rooms are available) for delays between 10:00 pm and 6:00 am, and says Delta has no liability if the delay was due to force majeure.","issues":["flight_delay"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"File a delayed-bag report at the Baggage Service Office, keep the file reference number, and claim essentials with receipts.","evidence":["bag tag","file reference number","boarding pass","receipts for essentials"],"steps":[{"do":"Report the bag at the Delta Baggage Service Office before leaving the airport. Keep the file reference number."},{"do":"Track the bag or call baggage service. Delta delivers the bag when it is found.","channel":"baggage-phone"},{"do":"Submit a claim with receipts for basic interim needs (essential clothing and toiletries).","channel":"baggage-claim-form"},{"do":"If the bag is not found within 5 days, submit the \"Potential Property Loss Claim\" from day 6.","channel":"baggage-claim-form"}],"facts":[{"kind":"policy","claim":"Delta refunds the checked bag fee for a domestic bag not delivered within 12 hours of arriving at the gate (15 hours for international flights of 12 hours or less, 30 hours for longer international flights).","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"kind":"process","claim":"Reimbursement covers basic interim needs such as essential clothing and toiletries. \"Receipts are required to review your claim.\"","issues":["delayed_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Delta treats a bag as lost if it is not found within 21 days; keep the delayed-bag file and claim the contents.","evidence":["bag tag","file reference number","contents list with values","receipts or photos"],"steps":[{"do":"Keep the delayed-bag file open. From day 6, submit the Potential Property Loss Claim with a contents list and proof of value.","channel":"baggage-claim-form"},{"do":"Ask for the checked bag fee back."},{"do":"If the settlement is too low or late, send a written complaint, then file with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"A bag is considered lost if it is not found within 21 days of arrival.","issues":["lost_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"kind":"limit","claim":"Contract of Carriage Rule 17(B)(1)(a) limits Delta's liability for lost, damaged or delayed baggage on domestic travel to $4,700 per fare-paying passenger. Wheelchairs and other assistive devices are excluded from this cap.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage at the Baggage Service Office before leaving the airport; the domestic deadline is 6 hours.","evidence":["photos of the damage","bag tag","file reference number","repair estimate"],"steps":[{"do":"Show the damaged bag at the Delta Baggage Service Office before you leave the airport and get a file reference number."},{"do":"Submit the damage claim online with photos and a repair estimate.","channel":"baggage-claim-form"}],"facts":[{"kind":"deadline","claim":"For domestic tickets, report damage within 6 hours of arrival (24 hours for tickets issued before October 8, 2025). International damage claims are due within 7 days of arrival.","issues":["damaged_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Missing or stolen items from a checked bag must be reported within 24 hours (domestic) or 7 days (international), then claimed with a Pilfered (Stolen) Item Claim.","issues":["damaged_baggage","lost_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily, ask for the written notice and compensation by check, as set in Contract of Carriage Rule 20.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding rights and compensation."},{"do":"If compensation is not paid or is wrong, submit a written complaint.","channel":"customer-care-form"},{"do":"File a complaint with the U.S. DOT if Delta does not pay.","regulator":"us-dot"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 20(F) sets involuntary denied boarding compensation at 200% of the fare up to $1,075.00 when Delta arranges qualifying alternative transportation, and 400% of the fare up to $2,150.00 when it cannot.","issues":["denied_boarding"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}]},{"issue":"travel_credit","summary":"An eCredit from a voluntary cancellation usually expires 1 year from purchase; one from declining a rebooked flight lasts 5 years.","evidence":["eCredit number","original ticket number","cancellation notice"],"steps":[{"do":"If the eCredit came from a Delta cancellation or significant change, ask to convert it to a refund.","channel":"refund-form"},{"do":"For other eCredit problems, submit an eCredit appeal through the Travel Resolution Form.","channel":"refund-form"}],"facts":[{"kind":"deadline","claim":"An eCredit from cancelling a non-refundable ticket \"will expire 1 year from purchase date, unless your ticket terms state otherwise.\" An eCredit from declining a rebooked flight after a cancellation or significant change is valid for 5 years from issuance.","issues":["travel_credit"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}]},{"issue":"ancillary_fee_refund","summary":"Prepaid seat and bag fees come back with a refund after a Delta cancellation or significant change; a late bag earns a bag fee refund.","evidence":["receipt for the seat or bag fee","confirmation number","bag tag and file reference for a late bag"],"steps":[{"do":"After a cancellation or significant change, include the seat upgrade, Preferred Seat and checked bag fees in the refund request.","channel":"refund-form"},{"do":"For a seat downgrade fare difference, use the same Travel Resolution Form.","channel":"refund-form"},{"do":"For a bag delivered late, ask the Baggage Service Office or the baggage claim form for the bag fee refund.","channel":"baggage-claim-form"}],"facts":[{"kind":"policy","claim":"If you decline the rebooking after a Delta cancellation or significant change, the refund includes the unflown portion plus any prepaid seat upgrade, Preferred Seat and checked bag fees.","issues":["ancillary_fee_refund","flight_cancellation"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Ask for a Complaints Resolution Official at the airport, then complain in writing.","evidence":["assistance request confirmation","dates","names","photos of damage"],"steps":[{"do":"At the airport, ask any Delta representative for a Complaints Resolution Official (CRO). CROs are available at all airport locations."},{"do":"Call Accessible Travel Services for help with services.","channel":"disability-phone"},{"do":"File a written complaint online or by mail.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"Delta's Customer Service Plan says Delta gives a dispositive response to disability-related complaints within 30 days.","issues":["accessibility"],"source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"Delta acknowledges written complaints within 30 days and sends a substantive response within 60 days.","issues":["poor_service"],"source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"},{"kind":"limit","claim":"Contract of Carriage Rule 17(B)(5) says any legal action must be commenced within one year after the alleged occurrence.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Delta's refund page says Basic Economy tickets cannot be changed or refunded after the Risk-Free Cancellation period. Non-refundable tickets are refundable only when Delta cancelled the flight or caused a significant delay or change.","issues":["flight_cancellation","refund_request"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}],"known_blockers":["The baggage claim form needs the file reference number from the airport baggage report.","The meal and hotel reimbursement form is limited to U.S. and Canada residents; others must use the Comment & Complaint form."],"notes":"Contract of Carriage page shows \"Last Modified August 18, 2026\". The domestic damaged-bag reporting window changed from 24 hours to 6 hours for tickets issued on or after October 8, 2025.","official_domains":["delta.com"],"security":{"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]}},"playbooks":{"flight_cancellation":{"company":{"id":"delta-air-lines","name":"Delta Air Lines","sector":"airline","website":"https://www.delta.com","account_url":null},"issue":{"id":"flight_cancellation","name":"Flight cancelled or significantly changed"},"playbook_source":"company","summary":"Decline the automatic rebooking if you want money back, then request a refund to the original form of payment.","evidence":["confirmation number","ticket number","original and rebooked itinerary","cancellation or schedule-change notice"],"steps":[{"do":"Check the automatic rebooking in My Trips. If it does not work for you, cancel it and ask for a refund instead of an eCredit."},{"do":"Submit the refund request for the unflown portion plus prepaid seat and checked bag fees.","channel":{"id":"refund-form","type":"web_form","label":"Refund request for a cancelled or significantly changed flight (Travel Resolution Form)","value":"https://www.delta.com/refund-form","purposes":["flight_cancellation","refund_request","ancillary_fee_refund","travel_credit"],"notes":"The same form handles eCredit appeals and some other refund reasons.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}},{"do":"If the cause was within Delta's control and you paid for meals or a hotel, submit receipts for reimbursement.","channel":{"id":"reimbursement-form","type":"web_form","label":"Reimbursement request for meals, hotel and transportation after a Delta-caused delay or cancellation","value":"https://www.delta.com/reimbursement/","purposes":["flight_delay","flight_cancellation"],"notes":"The page says eligibility is limited to U.S. and Canada residents; other requests go through the Comment & Complaint form.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}},{"do":"Check refund status by phone if it has not arrived after the stated processing time.","channel":{"id":"refund-status-phone","type":"phone","label":"Refund status (U.S. and Canada)","value":"+1-800-847-0578","hours":"8am-7pm ET, Mon-Fri","purposes":["refund_request","flight_cancellation"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"do":"If Delta does not refund, file a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Refund request for a cancelled or significantly changed flight (Travel Resolution Form)","value":"https://www.delta.com/refund-form","purposes":["flight_cancellation","refund_request","ancillary_fee_refund","travel_credit"],"notes":"The same form handles eCredit appeals and some other refund reasons.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"id":"reimbursement-form","type":"web_form","label":"Reimbursement request for meals, hotel and transportation after a Delta-caused delay or cancellation","value":"https://www.delta.com/reimbursement/","purposes":["flight_delay","flight_cancellation"],"notes":"The page says eligibility is limited to U.S. and Canada residents; other requests go through the Comment & Complaint form.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"id":"refund-status-phone","type":"phone","label":"Refund status (U.S. and Canada)","value":"+1-800-847-0578","hours":"8am-7pm ET, Mon-Fri","purposes":["refund_request","flight_cancellation"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Delta defines a significant schedule change as a departure or arrival 3 hours or more earlier or later for domestic itineraries, and 6 hours for international itineraries.","issues":["flight_cancellation","flight_delay"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you decline the rebooking after a cancellation or significant change, you can get a refund of the unflown portion plus prepaid seat upgrade, Preferred Seat and checked bag fees, or take an eCredit valid for 5 years. If Delta cannot rebook you and you take no action within 24 hours, Delta refunds automatically to the original payment method.","issues":["flight_cancellation","travel_credit","ancillary_fee_refund"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Contract of Carriage Rule 22(D) says credit card refunds are \"typically within seven business days\" of Delta's initial receipt of the refund request, and other forms of payment \"typically within 20 days\".","issues":["flight_cancellation","refund_request"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"},{"kind":"compensation","claim":"For a delay or cancellation within Delta's control, the Customer Service Plan promises a meal or meal vouchers when you wait 3 or more hours, a hotel at a Delta-contracted facility (based on availability) and ground transportation if you are stuck overnight away from home, and rebooking on another airline with a ticketing agreement if no Delta flight is available.","issues":["flight_cancellation","flight_delay"],"source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A \"cancelled flight\" is a covered flight that was published in the carrier's Computer Reservation System at the time of the ticket sale but not operated by the carrier.","issues":["flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until July 7, 2027, DOT will not enforce the cancellation refund and notice requirements when a flight is only given a different flight number, the passenger is rebooked on the renumbered flight, and that flight operates without a significant change or delay. If a renumbered flight is significantly changed or delayed, the refund requirements remain fully enforceable.","issues":["flight_cancellation"],"source":"https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[{"kind":"official","text":"Delta's refund page says Basic Economy tickets cannot be changed or refunded after the Risk-Free Cancellation period. Non-refundable tickets are refundable only when Delta cancelled the flight or caused a significant delay or change.","issues":["flight_cancellation","refund_request"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim form needs the file reference number from the airport baggage report.","The meal and hotel reimbursement form is limited to U.S. and Canada residents; others must use the Comment & Complaint form."],"security":{"official_domains":["delta.com"],"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":50,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 52 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage page shows \"Last Modified August 18, 2026\". The domestic damaged-bag reporting window changed from 24 hours to 6 hours for tickets issued on or after October 8, 2025.","warnings":[]},"flight_delay":{"company":{"id":"delta-air-lines","name":"Delta Air Lines","sector":"airline","website":"https://www.delta.com","account_url":null},"issue":{"id":"flight_delay","name":"Long delay"},"playbook_source":"company","summary":"For a Delta-caused delay of 3 hours or more, ask for meal vouchers and a hotel; claim receipts afterwards.","evidence":["confirmation number","scheduled and actual times","cause given by Delta","receipts"],"steps":[{"do":"At the airport, ask an agent for meal vouchers (3+ hour wait) and, if stuck overnight, a hotel and ground transportation."},{"do":"If you paid yourself, submit receipts for reimbursement.","channel":{"id":"reimbursement-form","type":"web_form","label":"Reimbursement request for meals, hotel and transportation after a Delta-caused delay or cancellation","value":"https://www.delta.com/reimbursement/","purposes":["flight_delay","flight_cancellation"],"notes":"The page says eligibility is limited to U.S. and Canada residents; other requests go through the Comment & Complaint form.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}},{"do":"If the delay is a significant change (3+ hours domestic, 6+ hours international) and you no longer want to travel, request a refund.","channel":{"id":"refund-form","type":"web_form","label":"Refund request for a cancelled or significantly changed flight (Travel Resolution Form)","value":"https://www.delta.com/refund-form","purposes":["flight_cancellation","refund_request","ancillary_fee_refund","travel_credit"],"notes":"The same form handles eCredit appeals and some other refund reasons.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}},{"do":"If Delta refuses, send a written complaint, then file with the U.S. DOT.","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"},{"id":"reimbursement-form","type":"web_form","label":"Reimbursement request for meals, hotel and transportation after a Delta-caused delay or cancellation","value":"https://www.delta.com/reimbursement/","purposes":["flight_delay","flight_cancellation"],"notes":"The page says eligibility is limited to U.S. and Canada residents; other requests go through the Comment & Complaint form.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"For delays within Delta's control, representatives may also offer \"cash equivalents (e.g., gift cards), travel credits/vouchers, and/or miles for SkyMiles members\".","issues":["flight_delay","flight_cancellation"],"source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"},{"kind":"policy","claim":"Contract of Carriage Rule 19(B) provides an overnight hotel voucher (if contracted rooms are available) for delays between 10:00 pm and 6:00 am, and says Delta has no liability if the delay was due to force majeure.","issues":["flight_delay"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"}]},{"id":"dot-tarmac-delay","title":"DOT tarmac delay limits","citation":"14 CFR 259.4 (86 FR 23270, May 3, 2021)","jurisdiction":"us-federal","status":"in_effect","summary":"At a U.S. airport, passengers stuck on a plane on the ground must be given the chance to get off before the tarmac delay exceeds three hours (domestic flights) or four hours (international flights), unless a safety, security or air traffic control exception applies. Food and water are due within two hours, and working lavatories and medical attention must be available.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"For domestic flights, each covered U.S. carrier must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds three hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"limit","claim":"For international flights, each covered carrier (U.S. or foreign) must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds four hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The limits do not apply if a departing flight begins returning to a suitable disembarkation point within the time limit, if the pilot-in-command determines that deplaning would jeopardize passenger safety or security, or if air traffic control advises that returning to deplane would significantly disrupt airport operations.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"deadline","claim":"During a tarmac delay, the carrier must provide adequate food and potable water no later than two hours after the start of the tarmac delay, unless the pilot-in-command determines that safety or security considerations preclude it. It must also ensure operable lavatories and adequate medical attention if needed.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"process","claim":"The carrier must tell passengers the status of the delay when the tarmac delay exceeds 30 minutes, and must tell them in time whenever there is an opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"A tarmac delay is the period when an aircraft is on the ground with passengers and the passengers have no opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.3","last_verified":"2026-10-12"},{"kind":"process","claim":"The operating carrier must file a report with DOT's Office of Aviation Consumer Protection within 30 days of any tarmac delay that exceeds three hours (domestic) or four hours (international). Failure to follow the contingency plan is an unfair and deceptive practice subject to DOT enforcement.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"limit","claim":"The liability limit for damage caused by delay of passengers (Article 22, paragraph 1) is 6,303 SDR, effective as of 28 December 2024.","issues":["flight_delay"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim form needs the file reference number from the airport baggage report.","The meal and hotel reimbursement form is limited to U.S. and Canada residents; others must use the Comment & Complaint form."],"security":{"official_domains":["delta.com"],"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":50,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 52 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage page shows \"Last Modified August 18, 2026\". The domestic damaged-bag reporting window changed from 24 hours to 6 hours for tickets issued on or after October 8, 2025.","warnings":[]},"delayed_baggage":{"company":{"id":"delta-air-lines","name":"Delta Air Lines","sector":"airline","website":"https://www.delta.com","account_url":null},"issue":{"id":"delayed_baggage","name":"Delayed bag"},"playbook_source":"company","summary":"File a delayed-bag report at the Baggage Service Office, keep the file reference number, and claim essentials with receipts.","evidence":["bag tag","file reference number","boarding pass","receipts for essentials"],"steps":[{"do":"Report the bag at the Delta Baggage Service Office before leaving the airport. Keep the file reference number."},{"do":"Track the bag or call baggage service. Delta delivers the bag when it is found.","channel":{"id":"baggage-phone","type":"phone","label":"Baggage service (U.S., toll-free)","value":"+1-800-325-8224","hours":"6:00 am-12:00 am ET, 7 days","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The baggage page gives +1-404-209-3034 as the alternate number when the toll-free line is unavailable.","source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"do":"Submit a claim with receipts for basic interim needs (essential clothing and toiletries).","channel":{"id":"baggage-claim-form","type":"web_form","label":"Online baggage claim (delayed, damaged, lost, pilfered)","value":"https://www.delta.com/bag-claim","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Needs the file reference number from the airport baggage report.","source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"}},{"do":"If the bag is not found within 5 days, submit the \"Potential Property Loss Claim\" from day 6.","channel":{"id":"baggage-claim-form","type":"web_form","label":"Online baggage claim (delayed, damaged, lost, pilfered)","value":"https://www.delta.com/bag-claim","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Needs the file reference number from the airport baggage report.","source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"}}],"channels":[{"id":"baggage-claim-form","type":"web_form","label":"Online baggage claim (delayed, damaged, lost, pilfered)","value":"https://www.delta.com/bag-claim","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Needs the file reference number from the airport baggage report.","source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Baggage service (U.S., toll-free)","value":"+1-800-325-8224","hours":"6:00 am-12:00 am ET, 7 days","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The baggage page gives +1-404-209-3034 as the alternate number when the toll-free line is unavailable.","source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Delta refunds the checked bag fee for a domestic bag not delivered within 12 hours of arriving at the gate (15 hours for international flights of 12 hours or less, 30 hours for longer international flights).","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"kind":"process","claim":"Reimbursement covers basic interim needs such as essential clothing and toiletries. \"Receipts are required to review your claim.\"","issues":["delayed_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"kind":"limit","claim":"Contract of Carriage Rule 17(B)(5) says any legal action must be commenced within one year after the alleged occurrence.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"deadline","claim":"A checked bag is \"significantly delayed\" if it is not delivered or picked up within 12 hours of the last flight segment's arrival for domestic itineraries; within 15 hours for international itineraries whose non-stop segment to or from the U.S. is 12 hours or less; or within 30 hours when that segment is more than 12 hours. The 15- and 30-hour standards also apply to domestic segments of international itineraries.","issues":["delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For delay, the complaint must be made at the latest within twenty-one days from the date on which the baggage was placed at the passenger's disposal (Article 31(2)).","issues":["delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim form needs the file reference number from the airport baggage report.","The meal and hotel reimbursement form is limited to U.S. and Canada residents; others must use the Comment & Complaint form."],"security":{"official_domains":["delta.com"],"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":50,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 52 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage page shows \"Last Modified August 18, 2026\". The domestic damaged-bag reporting window changed from 24 hours to 6 hours for tickets issued on or after October 8, 2025.","warnings":[]},"lost_baggage":{"company":{"id":"delta-air-lines","name":"Delta Air Lines","sector":"airline","website":"https://www.delta.com","account_url":null},"issue":{"id":"lost_baggage","name":"Lost bag"},"playbook_source":"company","summary":"Delta treats a bag as lost if it is not found within 21 days; keep the delayed-bag file and claim the contents.","evidence":["bag tag","file reference number","contents list with values","receipts or photos"],"steps":[{"do":"Keep the delayed-bag file open. From day 6, submit the Potential Property Loss Claim with a contents list and proof of value.","channel":{"id":"baggage-claim-form","type":"web_form","label":"Online baggage claim (delayed, damaged, lost, pilfered)","value":"https://www.delta.com/bag-claim","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Needs the file reference number from the airport baggage report.","source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"}},{"do":"Ask for the checked bag fee back."},{"do":"If the settlement is too low or late, send a written complaint, then file with the U.S. DOT.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"baggage-claim-form","type":"web_form","label":"Online baggage claim (delayed, damaged, lost, pilfered)","value":"https://www.delta.com/bag-claim","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Needs the file reference number from the airport baggage report.","source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Baggage service (U.S., toll-free)","value":"+1-800-325-8224","hours":"6:00 am-12:00 am ET, 7 days","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The baggage page gives +1-404-209-3034 as the alternate number when the toll-free line is unavailable.","source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"A bag is considered lost if it is not found within 21 days of arrival.","issues":["lost_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"kind":"limit","claim":"Contract of Carriage Rule 17(B)(1)(a) limits Delta's liability for lost, damaged or delayed baggage on domestic travel to $4,700 per fare-paying passenger. Wheelchairs and other assistive devices are excluded from this cap.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"},{"kind":"limit","claim":"Contract of Carriage Rule 17(B)(5) says any legal action must be commenced within one year after the alleged occurrence.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":10,"points":[{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the carrier admits the loss of checked baggage, or the bag has not arrived 21 days after the date it ought to have arrived, the passenger may enforce the rights that flow from the contract of carriage (Article 17(3)).","issues":["lost_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim form needs the file reference number from the airport baggage report.","The meal and hotel reimbursement form is limited to U.S. and Canada residents; others must use the Comment & Complaint form."],"security":{"official_domains":["delta.com"],"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":50,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 52 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage page shows \"Last Modified August 18, 2026\". The domestic damaged-bag reporting window changed from 24 hours to 6 hours for tickets issued on or after October 8, 2025.","warnings":[]},"damaged_baggage":{"company":{"id":"delta-air-lines","name":"Delta Air Lines","sector":"airline","website":"https://www.delta.com","account_url":null},"issue":{"id":"damaged_baggage","name":"Damaged bag"},"playbook_source":"company","summary":"Report damage at the Baggage Service Office before leaving the airport; the domestic deadline is 6 hours.","evidence":["photos of the damage","bag tag","file reference number","repair estimate"],"steps":[{"do":"Show the damaged bag at the Delta Baggage Service Office before you leave the airport and get a file reference number."},{"do":"Submit the damage claim online with photos and a repair estimate.","channel":{"id":"baggage-claim-form","type":"web_form","label":"Online baggage claim (delayed, damaged, lost, pilfered)","value":"https://www.delta.com/bag-claim","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Needs the file reference number from the airport baggage report.","source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"}}],"channels":[{"id":"baggage-claim-form","type":"web_form","label":"Online baggage claim (delayed, damaged, lost, pilfered)","value":"https://www.delta.com/bag-claim","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Needs the file reference number from the airport baggage report.","source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Baggage service (U.S., toll-free)","value":"+1-800-325-8224","hours":"6:00 am-12:00 am ET, 7 days","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The baggage page gives +1-404-209-3034 as the alternate number when the toll-free line is unavailable.","source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"For domestic tickets, report damage within 6 hours of arrival (24 hours for tickets issued before October 8, 2025). International damage claims are due within 7 days of arrival.","issues":["damaged_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Missing or stolen items from a checked bag must be reported within 24 hours (domestic) or 7 days (international), then claimed with a Pilfered (Stolen) Item Claim.","issues":["damaged_baggage","lost_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"kind":"limit","claim":"Contract of Carriage Rule 17(B)(5) says any legal action must be commenced within one year after the alleged occurrence.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For damage to checked baggage, the passenger must complain to the carrier forthwith after discovering the damage and at the latest within seven days from the date of receipt (Article 31(2)).","issues":["damaged_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under U.S. disability rules, Montreal Convention liability limits apply to mishandled wheelchairs and other assistive devices on international flights.","issues":["accessibility","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim form needs the file reference number from the airport baggage report.","The meal and hotel reimbursement form is limited to U.S. and Canada residents; others must use the Comment & Complaint form."],"security":{"official_domains":["delta.com"],"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":50,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 52 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage page shows \"Last Modified August 18, 2026\". The domestic damaged-bag reporting window changed from 24 hours to 6 hours for tickets issued on or after October 8, 2025.","warnings":[]},"denied_boarding":{"company":{"id":"delta-air-lines","name":"Delta Air Lines","sector":"airline","website":"https://www.delta.com","account_url":null},"issue":{"id":"denied_boarding","name":"Bumped or denied boarding"},"playbook_source":"company","summary":"If bumped involuntarily, ask for the written notice and compensation by check, as set in Contract of Carriage Rule 20.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding rights and compensation."},{"do":"If compensation is not paid or is wrong, submit a written complaint.","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}},{"do":"File a complaint with the U.S. DOT if Delta does not pay.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 20(F) sets involuntary denied boarding compensation at 200% of the fare up to $1,075.00 when Delta arranges qualifying alternative transportation, and 400% of the fare up to $2,150.00 when it cannot.","issues":["denied_boarding"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-denied-boarding","title":"DOT oversales and denied boarding compensation","citation":"14 CFR part 250 (limits revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"When an airline involuntarily bumps a passenger with a confirmed reservation from an oversold flight that departs from a U.S. airport, it must pay compensation in cash or check on the spot: 200% of the one-way fare up to $1,075, or 400% up to $2,150, depending on how late the passenger arrives on the alternate transportation. It must also give a written statement of these rights.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Part 250 applies to scheduled flight segments using an aircraft with a designed capacity of 30 or more passenger seats, in interstate transportation and on nonstop foreign segments that originate at a point within the United States.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.2","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Domestic: no compensation is required if alternate transportation is planned to arrive within one hour of the original arrival time. If it arrives more than one hour but less than two hours late, compensation is at least 200 percent of the fare to the destination or first stopover, or $1,075, whichever is lower. If the carrier does not offer alternate transportation planned to arrive less than two hours late, compensation is at least 400 percent of that fare, or $2,150, whichever is lower.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"compensation","claim":"International flights from a U.S. airport: no compensation if the alternate transportation arrives within one hour; 200 percent of the fare or $1,075, whichever is lower, if it arrives more than one hour but less than four hours late; 400 percent of the fare or $2,150, whichever is lower, if the carrier does not offer alternate transportation planned to arrive less than four hours late.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The carrier must pay in cash or an immediately negotiable check on the day and at the place the denied boarding occurs. If the alternate transportation leaves before payment can be prepared, the carrier must send payment within 24 hours after the denied boarding.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.8","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier may offer free or reduced-rate travel instead of cash only if its value is at least the cash amount owed, and it must tell the passenger the cash amount, that the passenger may decline the travel offer and take cash, and all material restrictions before the passenger accepts.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund unused fees for optional services (for example a seat or bag fee) paid by a passenger who is voluntarily or involuntarily denied boarding, unless the service is provided on the alternate transportation.","issues":["denied_boarding","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"No compensation is owed if the passenger did not comply with the carrier's ticketing, check-in and reconfirmation rules; if a smaller aircraft was substituted for operational or safety reasons (or, on aircraft with 60 or fewer seats, weight or balance limits applied); if the passenger was seated in a different section at no extra charge; or if the carrier arranged transportation planned to arrive no later than one hour after the original planned arrival.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.6","last_verified":"2026-10-12"},{"kind":"process","claim":"Immediately after an involuntary denied boarding, the carrier must give the passenger a written statement that explains the boarding priority rules, the compensation amounts, and the passenger's right to decline compensation and pursue damages another way.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.9","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limits from $775 and $1,550 to $1,075 and $2,150 by a rule effective January 22, 2025, and did not enforce the new limits until March 20, 2025.","issues":["denied_boarding"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim form needs the file reference number from the airport baggage report.","The meal and hotel reimbursement form is limited to U.S. and Canada residents; others must use the Comment & Complaint form."],"security":{"official_domains":["delta.com"],"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":50,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 52 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage page shows \"Last Modified August 18, 2026\". The domestic damaged-bag reporting window changed from 24 hours to 6 hours for tickets issued on or after October 8, 2025.","warnings":[]},"travel_credit":{"company":{"id":"delta-air-lines","name":"Delta Air Lines","sector":"airline","website":"https://www.delta.com","account_url":null},"issue":{"id":"travel_credit","name":"Travel credit or voucher problem"},"playbook_source":"company","summary":"An eCredit from a voluntary cancellation usually expires 1 year from purchase; one from declining a rebooked flight lasts 5 years.","evidence":["eCredit number","original ticket number","cancellation notice"],"steps":[{"do":"If the eCredit came from a Delta cancellation or significant change, ask to convert it to a refund.","channel":{"id":"refund-form","type":"web_form","label":"Refund request for a cancelled or significantly changed flight (Travel Resolution Form)","value":"https://www.delta.com/refund-form","purposes":["flight_cancellation","refund_request","ancillary_fee_refund","travel_credit"],"notes":"The same form handles eCredit appeals and some other refund reasons.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}},{"do":"For other eCredit problems, submit an eCredit appeal through the Travel Resolution Form.","channel":{"id":"refund-form","type":"web_form","label":"Refund request for a cancelled or significantly changed flight (Travel Resolution Form)","value":"https://www.delta.com/refund-form","purposes":["flight_cancellation","refund_request","ancillary_fee_refund","travel_credit"],"notes":"The same form handles eCredit appeals and some other refund reasons.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Refund request for a cancelled or significantly changed flight (Travel Resolution Form)","value":"https://www.delta.com/refund-form","purposes":["flight_cancellation","refund_request","ancillary_fee_refund","travel_credit"],"notes":"The same form handles eCredit appeals and some other refund reasons.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"An eCredit from cancelling a non-refundable ticket \"will expire 1 year from purchase date, unless your ticket terms state otherwise.\" An eCredit from declining a rebooked flight after a cancellation or significant change is valid for 5 years from issuance.","issues":["travel_credit"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"On request, carriers must give a transferable travel credit or voucher, valid for at least five years from issuance, to a passenger who cannot travel because of a government restriction related to a serious communicable disease, or who is advised by a licensed treating medical professional not to fly because of a serious communicable disease. The carrier may require documentation and may charge a per-passenger processing fee that was disclosed at purchase.","issues":["travel_credit"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-262","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim form needs the file reference number from the airport baggage report.","The meal and hotel reimbursement form is limited to U.S. and Canada residents; others must use the Comment & Complaint form."],"security":{"official_domains":["delta.com"],"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":50,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 52 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage page shows \"Last Modified August 18, 2026\". The domestic damaged-bag reporting window changed from 24 hours to 6 hours for tickets issued on or after October 8, 2025.","warnings":[]},"ancillary_fee_refund":{"company":{"id":"delta-air-lines","name":"Delta Air Lines","sector":"airline","website":"https://www.delta.com","account_url":null},"issue":{"id":"ancillary_fee_refund","name":"Paid extra and did not get it"},"playbook_source":"company","summary":"Prepaid seat and bag fees come back with a refund after a Delta cancellation or significant change; a late bag earns a bag fee refund.","evidence":["receipt for the seat or bag fee","confirmation number","bag tag and file reference for a late bag"],"steps":[{"do":"After a cancellation or significant change, include the seat upgrade, Preferred Seat and checked bag fees in the refund request.","channel":{"id":"refund-form","type":"web_form","label":"Refund request for a cancelled or significantly changed flight (Travel Resolution Form)","value":"https://www.delta.com/refund-form","purposes":["flight_cancellation","refund_request","ancillary_fee_refund","travel_credit"],"notes":"The same form handles eCredit appeals and some other refund reasons.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}},{"do":"For a seat downgrade fare difference, use the same Travel Resolution Form.","channel":{"id":"refund-form","type":"web_form","label":"Refund request for a cancelled or significantly changed flight (Travel Resolution Form)","value":"https://www.delta.com/refund-form","purposes":["flight_cancellation","refund_request","ancillary_fee_refund","travel_credit"],"notes":"The same form handles eCredit appeals and some other refund reasons.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}},{"do":"For a bag delivered late, ask the Baggage Service Office or the baggage claim form for the bag fee refund.","channel":{"id":"baggage-claim-form","type":"web_form","label":"Online baggage claim (delayed, damaged, lost, pilfered)","value":"https://www.delta.com/bag-claim","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Needs the file reference number from the airport baggage report.","source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Refund request for a cancelled or significantly changed flight (Travel Resolution Form)","value":"https://www.delta.com/refund-form","purposes":["flight_cancellation","refund_request","ancillary_fee_refund","travel_credit"],"notes":"The same form handles eCredit appeals and some other refund reasons.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"If you decline the rebooking after a Delta cancellation or significant change, the refund includes the unflown portion plus any prepaid seat upgrade, Preferred Seat and checked bag fees.","issues":["ancillary_fee_refund","flight_cancellation"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must give a prompt and automatic refund of any ancillary service fee (for example Wi-Fi or a seat) when the service was not provided through no fault of the consumer. If the service failed for only some passengers, the obligation starts when the affected passenger notifies the carrier and the carrier confirms it.","issues":["ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.4","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-ancillary-fee-disclosure","title":"DOT 2024 airline ancillary fee transparency rule (vacated)","citation":"89 FR 34620 (April 30, 2024), \"Enhancing Transparency of Airline Ancillary Service Fees\"; current rules at 14 CFR 399.84 and 399.85","jurisdiction":"us-federal","status":"vacated","summary":"DOT's 2024 rule requiring airlines and ticket agents to show passenger-specific bag and change or cancellation fees before purchase never took effect. The Fifth Circuit stayed it in July 2024 and, sitting en banc, vacated it on February 3, 2026. Do not cite it. Effective July 2, 2026, DOT restored the older 2011 baggage fee disclosure rules in 14 CFR 399.85, which remain in force.","source":"https://www.federalregister.gov/documents/2026/07/02/2026-13450/increasing-flexibility-on-disclosure-of-airline-ancillary-fees","last_verified":"2026-10-12","status_note":"Vacated. A Fifth Circuit panel stayed the 2024 rule on July 29, 2024 (110 F.4th 672); the en banc Fifth Circuit vacated it on February 3, 2026 (166 F.4th 487). DOT's final rule of July 2, 2026 (91 FR 40368, effective July 2, 2026, issued without notice and comment) removed the 2024 text and restored the 2011 standards in 14 CFR 399.84 and 399.85. The restored 399.85 baggage and optional-fee disclosures are in force.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim form needs the file reference number from the airport baggage report.","The meal and hotel reimbursement form is limited to U.S. and Canada residents; others must use the Comment & Complaint form."],"security":{"official_domains":["delta.com"],"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":50,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 52 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage page shows \"Last Modified August 18, 2026\". The domestic damaged-bag reporting window changed from 24 hours to 6 hours for tickets issued on or after October 8, 2025.","warnings":[]},"accessibility":{"company":{"id":"delta-air-lines","name":"Delta Air Lines","sector":"airline","website":"https://www.delta.com","account_url":null},"issue":{"id":"accessibility","name":"Disability assistance problem"},"playbook_source":"company","summary":"Ask for a Complaints Resolution Official at the airport, then complain in writing.","evidence":["assistance request confirmation","dates","names","photos of damage"],"steps":[{"do":"At the airport, ask any Delta representative for a Complaints Resolution Official (CRO). CROs are available at all airport locations."},{"do":"Call Accessible Travel Services for help with services.","channel":{"id":"disability-phone","type":"phone","label":"Accessible Travel Services","value":"+1-404-209-3434","hours":"24/7","purposes":["accessibility"],"notes":"Dial 711 for Relay Services.","source":"https://www.delta.com/us/en/accessible-travel-services/overview","last_verified":"2026-10-12"}},{"do":"File a written complaint online or by mail.","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"},{"id":"customer-care-mail","type":"mail","label":"Customer Care mailing address (U.S., Caribbean, most of Europe and Latin America)","value":"Delta Air Lines, Inc., Customer Care, P.O. Box 20980, Department 980, Atlanta, GA 30320-2980","purposes":["poor_service","accessibility"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"disability-phone","type":"phone","label":"Accessible Travel Services","value":"+1-404-209-3434","hours":"24/7","purposes":["accessibility"],"notes":"Dial 711 for Relay Services.","source":"https://www.delta.com/us/en/accessible-travel-services/overview","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Delta's Customer Service Plan says Delta gives a dispositive response to disability-related complaints within 30 days.","issues":["accessibility"],"source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points":[{"kind":"contact","claim":"Carriers that operate aircraft with 19 or more passenger seats must designate Complaints Resolution Officials and make a CRO available at each airport they serve during all times they operate there, in person or by telephone at no cost to the passenger.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"When a CRO handles a complaint about something that already happened, the CRO must give the passenger a written statement that summarizes the facts and either the steps the carrier proposes (if it agrees there was a violation) or its reasons (if it finds none), and that states the right to pursue DOT enforcement. The statement should be given at the airport if possible; otherwise it must be sent within 30 calendar days of the complaint.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A carrier must send a dispositive written response within 30 days of receiving a written disability complaint, admitting or denying a violation and informing the passenger of the right to pursue DOT enforcement. A carrier need not respond to a complaint postmarked or transmitted more than 45 days after the incident, except complaints referred by DOT.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must use best efforts to provide and pay for an adequate loaner device. If the loaner is not adequate, the passenger may obtain one, and the carrier must reimburse the cost within 30 days of the request.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"Not enforced until April 30, 2027: the rebuttable presumption that a device not returned in the condition received was mishandled in violation of the ACAA (382.130(a)); refresher training frequency (382.141(a)(6)); the notification in 382.125(e); and fare difference reimbursement when a wheelchair does not fit the aircraft (382.132). DOT says it may modify these in a new rulemaking. Do not cite these four as currently enforced.","issues":["accessibility"],"source":"https://www.federalregister.gov/documents/2026/08/04/2026-15835/accessible-lavatories-on-single-aisle-aircraft-and-ensuring-safe-accommodations-for-air-travelers","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated that its enforcement pause does not affect enforcement of the Wheelchair Rule's other requirements.","issues":["accessibility"],"source":"https://www.federalregister.gov/documents/2025/09/30/2025-18980/ensuring-safe-accommodations-for-air-travelers-with-disabilities-using-wheelchairs","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":10,"points":[{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim form needs the file reference number from the airport baggage report.","The meal and hotel reimbursement form is limited to U.S. and Canada residents; others must use the Comment & Complaint form."],"security":{"official_domains":["delta.com"],"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":50,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 52 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage page shows \"Last Modified August 18, 2026\". The domestic damaged-bag reporting window changed from 24 hours to 6 hours for tickets issued on or after October 8, 2025.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["delta.com"],"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":50,"other":2},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 52 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Delta Air Lines — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/delta-air-lines.md","markdown":"## In short\n\nFile written complaints through Delta's Comment & Complaint form; Delta says it acknowledges within 30 days and answers within 60. Refunds after a Delta cancellation or significant change go through the refund form, and meal or hotel costs from a delay Delta caused go through the reimbursement form. Report bag damage within 6 hours on domestic tickets issued since October 8, 2025. Delta's contract gives only one year to start a lawsuit.\n\n## How complaints actually go\n\n- Delta's Customer Service Plan names the Comment & Complaint form as the way to file a written complaint, and says Delta acknowledges written complaints within 30 days and sends a substantive response within 60 days. [Delta: customer commitment](https://www.delta.com/us/en/legal/customer-commitment)\n- Delta says that if you decline rebooking after a cancellation or significant change, you can get a refund of the unflown portion plus prepaid seat and bag fees, or a 5-year eCredit. If Delta cannot rebook you and you take no action within 24 hours, Delta refunds. [Delta: cancel a flight](https://www.delta.com/us/en/change-cancel/cancel-flight)\n- The meal and hotel reimbursement form is limited to U.S. and Canada residents; others use the Comment & Complaint form. [Delta: cancel a flight](https://www.delta.com/us/en/change-cancel/cancel-flight)\n- DOT opened an investigation of Delta's handling of the July 2024 CrowdStrike outage and later closed it without a penalty. A DOT spokesperson said in June 2026 that passengers received prompt refunds and baggage help, and that Delta was directed to give timely notice of the right to seek a refund. Passenger class actions were still pending. [Atlanta News First via WALB, June 16, 2026](https://www.walb.com/2026/06/16/federal-government-drops-investigation-into-deltas-response-global-it-outage-2024/)\n\n## What tends to work\n\n- For a delay or cancellation within Delta's control, the Customer Service Plan promises a meal or meal voucher at 3 or more hours, a hotel (based on availability) and ground transportation if you are stuck overnight away from home, and says representatives may offer gift cards, travel credits or miles. Ask for these and keep receipts. [Delta: customer commitment](https://www.delta.com/us/en/legal/customer-commitment)\n- Delta refunds the checked bag fee if a domestic bag is not delivered within 12 hours of arrival at the gate (15 or 30 hours on international flights). [Delta: delayed, lost or damaged baggage](https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage)\n- Delta defines a significant schedule change as 3 or more hours earlier or later (domestic) or 6 hours (international); cite this when you ask for a refund instead of rebooking (rule `dot-refunds-rule`). [Delta: cancel a flight](https://www.delta.com/us/en/change-cancel/cancel-flight)\n- If Delta does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## Traps and fine print\n\n- Domestic tickets issued on or after October 8, 2025 must report bag damage within 6 hours of arrival (24 hours for older tickets); missing items must be reported within 24 hours (domestic) or 7 days (international). [Delta: delayed, lost or damaged baggage](https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage)\n- Delta's Contract of Carriage says any legal action must start within one year after the event. [Delta Contract of Carriage](https://www.delta.com/us/en/legal/contract-of-carriage-dgr)\n- An eCredit from cancelling a nonrefundable ticket yourself expires 1 year from the purchase date unless the ticket terms say otherwise. Basic Economy cannot be changed or refunded after the risk-free cancellation period. [Delta: cancel a flight](https://www.delta.com/us/en/change-cancel/cancel-flight)\n- Contract of Carriage Rule 19(B) provides an overnight hotel voucher for delays between 10:00 pm and 6:00 am, if contracted rooms are available, and says Delta has no liability when the delay was due to force majeure. [Delta Contract of Carriage](https://www.delta.com/us/en/legal/contract-of-carriage-dgr)\n- A bag counts as lost only if it is not found within 21 days of arrival. [Delta: delayed, lost or damaged baggage](https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage)\n\n## By the numbers\n\n- July 2026: DOT received 955 complaint cases about Delta; 250 were about flight problems, 211 about refunds and 151 about baggage. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: Delta-operated flights arrived on time 71.9% of the time (network 71.7%, 3rd of 8), cancelled 2.4% (network 3.3%), and mishandled 0.43 bags per 100 enplaned. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Delta scored 79 out of 100, the highest of the airlines measured. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- Delta says it will never ask for your password by email, phone or social media, and will never ask you to pay with gift cards such as Visa, Amex or Google Play cards. [Delta: protect your data](https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data)\n- Delta lists fake emails, letters, postcards, social media sites and gift card websites that promise free travel or prizes, or claim a ticket was bought or a card charged, as fraudulent. [Delta: protect your data](https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data)\n- The FTC warns of fake airline customer service accounts on social media during flight disruptions; contact Delta through its own app, website or phone number. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"guide":{"key":"airline","title":"Airlines — how complaints work","last_verified":"2026-10-12","file":"guides/airline.md","page":"https://escalate.alexgaoth.com/#/guides/airline"}}