--- company: delta-air-lines title: Delta Air Lines — how complaints actually go last_verified: 2026-10-12 --- ## In short File 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. ## How complaints actually go - 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) - 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) - 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) - 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/) ## What tends to work - 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) - 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) - 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) - 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) ## Traps and fine print - 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) - 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) - 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) - 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) - 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) ## By the numbers - 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) - 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) - ACSI 2026: Delta scored 79 out of 100, the highest of the airlines measured. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/) ## Scams that target customers - 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) - 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) - 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)