Delta Airlines — Attraction in New York

Would rate ZERO if I could! I cannot believe the situation I'm in because of Delta's incompetence. Here's the full rundown: I booked a flight for $227 roundtrip from Denver to NYC (and back) for a family wedding occurring on December 7. My flight left for NYC from Denver on December 6, and returned to Denver from NYC on December 10. On December 6, I unfortunately missed my Delta flight. I called the Delta customer service line and after being routed back and forth over and over again through a frustrating and unhelpful bot system (and receiving a useless rebooking link via text), I was told it would be a half hour before I could speak with anyone. I could not wait that long, as I needed to book a new flight ASAP to make it to New York for the wedding. So, I had to book a new flight through United. It was unfortunate that I could not reach anyone at Delta, but honestly it was my fault for missing the flight and I was prepared to eat the cost of a new ONE WAY ticket to New York so that I could get to this wedding. I figured I'd just catch my original flight back to Denver on December 10 and that would be that.

Well that was not that. Unbeknownst to me, Delta outright canceled my entire trip (including my returning leg home) without telling me and supposedly issued a refund for the flight (I've yet to see any refund to my credit card). Not only did I receive NO notification whatsoever that they had done this, but I actually received reminders for my December 10th flight on December 7th AND December 9th. In fact, the only reason I would have even known that my flight had been canceled (without telling me and without my consent) is because when I got an email that it was time to check in for my flight, I went to Delta's website to check in and kept getting an error message. Worried, I got online with Delta's online messaging support team who finally informed me that their records were showing my reservation had been canceled. I then had to waste hours of my life trying to get in touch with an actual human at Delta to help me - my husband called AND I called separately. We were both given a wait time of 40 minutes and 25 minutes, respectively, and had to sit tight. Delta called him back first so he spoke with the reps who simply insisted over and over again that the flight had been canceled, a refund had been issued (it hasn't) and that I would have to rebook at a new price ($269 for a one-way flight). I cannot believe that an airline can simply cancel your flight on you, give no notice whatsoever, and then force you to pay more to rebook the flight the day before. For a flight I should have just been on in the first place!

I am still trying to work with Delta to make things right. I was offered a measly 2000 miles which Google informed me was worth about $23. They then said if that wasn't enough I'd just have to file a consumer complaint online. We shall see, but in the meantime - do not fly Delta!! They will completely screw you, have no transparency, terrible customer service, and just give you the runaround for hours and hours until you finally give up and let them nickel and dime you for all...

LEGENDARY CUSTOMER SERVICE: A Standing Ovation for Gate Agent Shane C. of Delta Airlines

If there were a Hall of Fame for customer service, Shane C. would not only be inducted—he’d have his own wing. Words like “above and beyond” don’t even begin to scratch the surface of the miraculous experience I had thanks to this real-life superhero in a Delta uniform. Let me set the scene: the chaos of travel swirled around me, boarding calls echoed through the terminal, I was exhausted, and I had a bus ride to the off-site renal car lot. It is late at night, I’m a woman traveling alone, and I get a call while on the bus: “Miss, this is Shane C. from Delta, you left your wallet on the plane, and I have it at the gate.” My heart sank into my shoes as I realized—my wallet: ID, cards, cash, passport… all back at the gate. It was a travel nightmare unfolding in real time. How on earth am I going to get back to the airport terminal and then to the gate to retrieve my wallet? Enter Shane C., the gate agent with the poise of a diplomat and the tenacity of a detective. With unwavering calm and a sense of urgency that rivaled a first responder (I should know, I am one), Shane sprang into action. Not only did he listen—truly listen—but he mobilized a small army of ground crew and airport staff like a tactical genius coordinating a rescue op. Tracking movements, identifying me, making many calls until he contacted me, radioing teams, and sprinting between terminals with the agility of an Olympic athlete, Shane didn’t just “try” to help—he took it personally. He owned the mission of uniting me with my wallet. And just when I’d begun to resign myself to a night of tracing and tracking back to the gate, Shane returned—smiling—with my wallet in hand, every single item untouched and intact. I was speechless. Struck by the kind of gratitude that makes you want to name your firstborn after someone. Shane’s empathy, professionalism, and relentless pursuit of excellence turned what could’ve been a travel disaster into a moment I will never forget. He didn’t just restore my belongings—he restored my faith in humanity. Delta, if you’re reading this: Shane C. isn’t just an employee. He is an ambassador of compassion, a steward of integrity, and a paragon of everything your airline stands for. Promote him, recognize him, clone him—do whatever it takes to ensure he’s shaping the next generation of travel heroes. Shane C., thank you....

I am dismayed to inform you that I had a very bad experience with your company regarding a ticket from JFK airport to RDU airport on July 20, 2021. Indeed, after having been on the road for more than 30 hours, I was finally able to reach American soil almost on my knees, relieved to have been able to quickly pass through the border police and to have quickly retrieved my luggage, I went to your ticket counters to take my last delta flight 4660 scheduled for July 20, 2021, under the confirmation number GKEL27. As soon as I arrived at check-in at 4:40 pm, I went to the Delta Airlines counter to get information and there I found myself facing a very hostile employee in charge of customer orientation. It is a lady of a certain age, dressed in an eggplant colored suit (I suppose that it is the dress of the employees of Delta Airlines) to whom I asked to which counter I had to go in order to make the check-in for Raleigh by not knowing well how to pronounce the name of this city. This lady instead of trying to understand me retorted "I dont understand", I took out my printout to show her the itinerary of my flight and she didn't find better than to answer me in the worst way "raleigh, oh my godness" by asking me coldly to go to the check-in kiosk across the street to look for the boarding ticket. On this subject, I would like to inform you that I still haven't digested the way I was treated, especially since as soon as I reached the check-in kiosk I felt uncomfortable and I had to sit on the floor facing this lady who looked at me with the same coldness. After my sister contacted the airport to inform them of my condition, I was taken by ambulance to the Jamaica Hospital where I was hospitalized for 4 days. I wanted to inform you of this incident that marked me for my first entry into the United States so that it does not happen again, because it is not normal to have to undergo such a humiliation for the simple fact of not having been able to pronounce the name of a city. The airport welcomes thousands of travelers every day from all over the world, the employees are supposed to be there to guide people and not to welcome them coldly and leave them to their own devices. I am Waiting for your...