What was once the world’s first aerial crop dusting company, Delta Air Lines has a very interesting history. The company primarily operated to combat the devastating boll weevil infestation that plagued cotton crops in the Macon region of Georgia, United States. However, in 1928, it was renamed to Delta Air Service, in honor of the Mississippi ‘Delta’ region, and passenger flights were offered between Dallas in Texas and Jackson in Mississippi.
By the 1970s, Delta Air Express was launched, which was the company’s own high-priority cargo service, followed by the introduction of the SkyMiles Frequent Flyer program, which continues to be one of the most successful loyalty programs in the industry. It was also one of the first airline operators to pioneer the use of electronic ticketing and self-service kiosks, ultimately enhancing the customer service experience. Today, Delta Air Lines operates globally with a vast network of domestic and international flights, and its primary hub at Hartsfield-Jackson Atlanta International Airport is also touted to be the world’s busiest one.
Even after being a trailblazer in the airline industry for multiple decades, there are moments when Delta’s incompetency can lead to travel woes for passengers, such as denial of boarding on flights. If you have been subject to such inconvenience, then our in-depth guide can help you learn the eligibility terms and the various ways through which you can claim compensation.
What is the Eligibility Criteria
According to the terms set by Delta Air Lines under its ‘Denied Boarding Compensation’ clause, passengers will only be eligible if they are denied from boarding their flights due to ‘overbooking’. The situation for overbooking arises when Delta proceeds to sell more tickets for travel on the flight than the number of seats available, because more often than not, passengers with confirmed reservations fail to show up or are declared absent. In such cases, the company may deny boarding to one or more passengers.
Delta states that before denying boarding to any passenger holding a confirmed reservation, the company will ask other passengers to give up their seats voluntarily in return for compensation (subject to Delta’s sole discretion). If a sufficient number of volunteers agree to give up their seats in response to Delta’s offers, then no passenger with a confirmed reservation will be denied boarding involuntarily. And if the number of volunteers is more than what is required, the selection process will be at the company’s sole discretion.
On the other hand, if insufficient number of passengers volunteer to give up their seats, then Delta will involuntarily deny boarding to one or more passengers, based on the following priority rules: passengers traveling in premium cabins (Diamond, Platinum, or Gold); passengers holding a boarding pass over those who do not; and passengers having special needs (disabilities, unaccompanied minors, and senior citizens).
Know the Available Options
The compensation options available to passengers who have been denied boarding will depend on the circumstances.
For passengers who have denied boarding voluntarily, Delta will make arrangements for transport on the next available flight at no extra cost. Additionally, any cost-related transportation or overnight stay by the passengers will also be borne by the company. In any case, hotel accommodations for overnight stays are not available; a credit voucher of $100 will be provided for future purchases from Delta.
On the other hand, passengers who have been denied boarding involuntarily will not only be provided with alternative flight and transportation options but also a compensatory amount equal to 200 per cent of the fare paid by the passenger, subject to a maximum amount of $775. However, in any case, alternative flight and transportation cannot be arranged by Delta, then a compensatory amount equal to 400 per cent of the fare paid by the passenger, subject to a maximum amount of $1550.
How to Claim Compensation
Delta Air Lines states that if all conditions for compensation related to involuntarily denial of boarding are met, then the compensatory amount will be paid on the date and place where the denial of boarding had taken place – either in cash or an immediately negotiable cheque.
In cases where the alternative transportation arranged for the passenger departs before the payment could be made, the payment will instead be carried out via mail or any other method within 24 hours after the denied boarding incident takes place. However, if you have not received your compensation even after lapse of the aforementioned time limit, then you can file a claim through the steps outlined below.
- Start by first making a phone call to Delta’s 24×7 customer support at 800-221-1212 (domestic) or 800-241-4141 (international). If you are a SkyMiles member, then dial 800-323-2323.
- Select the appropriate on-call options so that your call gets picked up by a customer care representative.
- Provide your booking number, ticket, and flight numbers (both for the original as well as the alternative flights), and ask for the status of compensation that is due to be credited.
- The customer care agent will first inquire regarding the compensation status and will then let you know the estimated time limit within which you can expect to receive it.
