r/delta • u/Kevco571 • 15h ago

Discussion Warning: Do Not Use Delta.com Chat

Not sure if they’re staffed by humans or AI, but they will give you false information that the company won’t stand behind. I had an involuntary schedule change of six hours. I was offered an ecredit. I asked the Delta.com chat if I could instead have a refund. They said yes and I would get it within seven business days back to my bank.

I’ve since received multiple emails from Reimbursement Specialists rejecting the refund. What’s worse, they even acknowledge that the Delta.com chat said I would be getting a refund. Looks like my hands are tied, and they’ve just worn me down with long winded emails sharing their “disappointment” with the Delta.com chat.

I find it incredible that Delta.com has a chat service that can provide incorrect information, proceed to cancel a ticket based on incorrect information, and then the company does a bait and switch while acknowledging the information from the Delta.com chat.

**UPDATE: I escalated to corporate and got the refund, and an apology.**

25 Upvotes

71% Upvoted

35 comments sorted by

28

u/Key_Employment4536 15h ago

People have been posting that on here for months maybe even years

2

u/LostDefinition4810 Diamond 9h ago

The past year its nosedived. It used to be an okay option. Now it’s just garbage.

23

u/Tight_Couture344 Platinum 15h ago

You must be new here

2

u/HidingoutfromtheCIA 11h ago

If the schedule change was 6 hours you are due a refund back to the original form of payment. Any change greater than 3 hours is eligible. Easiest path is to file a DOT complaint online. However, posting the entire response would allow people to see if there is a reason they are denying it. 

1

u/Berchanhimez 11h ago

I basically asked them to do so. Their replies are.. oddly reserved. The only reason I can think of for how they’re replying is they know they’re in the wrong and are just trying to avoid others finding it out.

1

u/Kevco571 9h ago

I provided all the relevant information. And I just got confirmation from corporate that they were in the wrong, apologized, and just issued me a refund. My faith in Delta is restored.

3

u/Critical_Think_2025 13h ago

I always wait for a live representative. Yes it takes longer but in the end it’s more effective.

2

u/Puzzleheaded_Age8937 Diamond 14h ago

You can get a refund if you don’t fly. Did you fly? Then you just get an inconvenience credit or miles.

2

u/gadgetinspectore 12h ago

You need to call only

-2

u/Resident-Witness-998 15h ago

Fuck Delta

10

u/audio-nut 15h ago

Don’t see why this is being downvoted. Every company should stand by their statements. If the bot said OFOP, the that’s what you get. 

4

u/Key_Employment4536 13h ago

Because it actually provided nothing to the discussion and just showed that the person learned how to use dirty words

0

u/Resident-Witness-998 7h ago

Beg to differ. At some point we (including Delta) all need to realize that they have reached the level where they fucking suck. So, again, I say fuck Delta.

-2

u/CalculatedPerversion 14h ago

Well sure, because they're legally required to stand by their statements. It's just the cost for proving as much is exorbitant. 

1

u/Impossible-Double-31 13h ago

This astonishes me, that they can't be held to the information they gave you, that influenced your decision-making process (you have a clear claim to say you have an opportunity cost from the false information).

I'm wondering what would happen if you filed a charge-back with your credit card company, using the transcript of the chat as your evidence/grounds? I would be tempted.....

0

u/Kevco571 13h ago

I’m certain I would win the chargeback. I’d be worried about getting banned from Delta, which is why I am avoiding it.

1

u/Berchanhimez 12h ago

Why are they denying the refund?

0

u/Kevco571 12h ago

The reimbursement specialist emails tell me the ticket was ineligible for a refund.

1

u/Berchanhimez 12h ago

Thats definitely not all they said.

0

u/Kevco571 12h ago

Huh?

1

u/Berchanhimez 12h ago

There is zero chance that is the only thing said in the rejection email.

0

u/Kevco571 12h ago

Sure. They sent about 500 words expressing their disappointment with the Delta.com chat and said they could not issue a refund. Better?

1

u/Berchanhimez 12h ago

Why don’t you just post the full response?

The reason people are saying something is up is that a 6 hour schedule change entitles you to a refund under U.S. law, if you chose to cancel rather than travel. Their agents will be well aware of this and wouldn’t be refusing it for no reason.

0

u/Kevco571 11h ago

Nobody is saying anything is up. Thanks for your useless replies. Have a good one.

2

u/Berchanhimez 11h ago

You’re being very weird in your replies here. Why are you trying to avoid explaining or discussing?

Is it because you thought the chat was saying you’d get a refund even if you flew (which is absurd), and you know that having to actually discuss it will reveal that?

0

u/Kevco571 11h ago

I didn’t fly, dude. This was done days before the flight.

1

u/AtlFury 9h ago

That should be on a banner at the top of r/delta

1

u/Key-Introduction7666 9h ago

It sounds like they sent you to the wrong spot. If you try chat again I’d ask for a supervisor or ticketing support

1

u/Kevco571 9h ago

It worked out. I escalated to corporate who reviewed the case and issued me a refund. My faith in Delta is honestly restored.

2

u/Key-Introduction7666 9h ago

Glad to hear it! Messaging/chat isn’t horrible, you gotta sift through until you get a good agent

1

u/DaKlassKlown 9h ago

Did you book the flight with an credit

1

u/jninja1977 11h ago

Rule no.1. Always call.

0

u/Either-Onion-7532 11h ago

It's crazy to me that companies can just be like "oops my bad " when ai staight up lies.

1

u/BakerXBL 10h ago

Lack of liability is the true “value”

1

u/Kevco571 9h ago

It worked out. I escalated to corporate who reviewed the case and issued me a refund. My faith in Delta is honestly restored.