Delta Airlines Delta Air Lines Inc Cancelled the flight but didn't refund me Hapeville Georgia

August 25, 2022

To Whom it May concern:

On June 1st, 2022, I bought a flexible round-trip ticket from Austin to Istanbul on Delta Airline’s website. I was anticipating the need to fly back to a city other than Austin, as I had multiple job interviews scheduled. Since I did not know in which city I would accept the offer, I paid the premium ($150) to buy a flexible ticket. 

The first leg of my trip on July 4th was delayed for about one hour. This resulted in my missing my connecting flight from Amsterdam to Istanbul. If the flight would have been held for ten minutes, I (and many other passengers) could make the connection to Istanbul. This resulted in passengers staying for 24 hours in Amsterdam, disrupting everyone’s plans. I later realized that there were many other flights to Istanbul on which Delta could have tried to book us, but did not do so. It is interesting that the next day, our flight to Istanbul was about 15 minutes late with no explanation!

While I was in Istanbul, I accepted a job offer in Delaware. Then I called Delta airlines and asked them to change my return destination. The agent asked to what city. I asked about the possibility of Philadelphia and wondered if there would be any price difference. The agent said that there is a flight to Philadelphia and there is no fare difference. I told the agent to make the change. The agent told me it is done and that I was all set. Then I saw the change of destination to Philadelphia on the Delta Airlines website as well. Also, I received a message from Delta confirming the change in destination. Then I prepared and planned everything around the assumption that I will be in Delaware on August 16th.

On August 14th I received a confirmation email for my flight to Philadelphia from Delta indicating that I can check-in. I went to the airport about five hours before my flight. So I was among the very first passengers who tried to check in when the Delta / Air France staff arrived. However, they said that my name was not on their flight manifest. I showed them the confirmation emails I received from Delta. They were surprised and they said I should contact Delta to resolve the issue.

I started trying to contact Delta at 1:30 am. I called them several times but nobody picked up the phone. I emailed them but the emails bounced back. Then I found a messaging feature on the website. I messaged them and eventually received a response. I explained the situation and the agent said my ticket is confirmed and everything is set so Air France should update their system and check me in. Then I talked to Air France and they said no it is Delta’s problem! I messaged Delta again and asked them to chat with Air France staff to fix the issue. They chatted and then Delta told me that they have to fix the issue manually and it may take a few minutes. Air France then told me we have only 12 minutes before the check-in closes. I told that to Delta and they said that I should ask Air France to refresh their system. I asked Air France but they said there is nothing yet. I was now down to only 5 minutes before check-in closes. I told the Delta agent that we have only 5 minutes. He then said, “My workday has come to an end and I will be transferring this conversation to another agent who will be happy to assist you …” then I needed to explain everything from the beginning to the new agent again.

Of course, I missed the flight. However, I explained the situation to the new agent and he said he should connect me to another department. And then I had to explain everything to another agent! He also switched to another one after some time. I went through 8 different agents throughout several hours that I was at the airport that morning. At the same time, I tried to contact Delta Airlines by phone too. After several hours, I could finally talk with someone. But after I explained the situation, he hung up on me!

After having been at the airport since the night before, I was extremely tired. I went back to Istanbul and checked in at a hotel. While at the hotel, I tried to message Delta again, and then I saw they have removed my access to the messaging feature in my account. I logged in and searched all their website but didn’t find the messaging feature I had used that morning! So I called various numbers that I could find on their website. Eventually, someone picked up the phone. I explained the situation to him, but he didn’t hang up. I was placed on hold for a few minutes. Then he told me that there is a fare difference that I should pay or he can reissue the ticket to Austin and suggested I buy another ticket from Austin to Philadelphia! Then he told me that he reissued the flight to Austin for August 19th, three days later!

For the flight on August 19th, I went to the airport on August 18th at around 7pm. I was at the airport about 9 hours before my flight. However, after midnight, I received an email that my flight is canceled, and that I should contact Delta Airlines! I tried to contact Delta but I didn’t have access to the message feature while some other passengers had. I tried calling Delta several times but nobody answered. I talked to the Delta/Air France staff at the check-in desk and they said they cannot find any flight for me, and all their hotels are fully booked. So after trying and waiting for several hours, I told the Delta/Air France staff that I will buy a ticket and send the receipt to Delta Airlines for reimbursement. And they said that is ok as long as I have the receipt. At around 5 am, I bought the cheapest ticket that I could find and flew back to the US that day. 

I can be reached at: 

512.666.1213 

law.economist@gmail.com

Sincerely, 

Cyrus Armani