Since last Friday, Delta has been in full meltdown mode, as the airline has canceled over 5,000 flights. Fortunately operations are starting to stabilize, and by Thursday, the airline anticipates not having many cancelations.
Yesterday I wrote about how Delta was doing the bare minimum for stranded passengers. Along those lines, I have to give the airline credit for changing one of its policies today, which is the right thing to do. It took a bit of shaming, but Delta is now doing the right thing.
Delta will pay for tickets on other airlines
As you might expect, Delta’s massive meltdown has ruined the travel plans of a countless number of travelers. Under Department of Transportation regulations, the airline has to reimburse passengers for necessary expenses incurred as a result of this, like hotel accommodations, transportation to and from the airport, meals, etc.
However, up until now, the airline has stopped short of reimbursing passengers if they end up booking a ticket on another airline. The airline has now backtracked — Delta has updated its policy as of today (Wednesday, July 24, 2024). The airline will now reimburse passengers for other unplanned travel expenses, including booking tickets on other airlines, rental cars, train tickets, and more.
Delta will cover reasonable costs for additional categories of expenses incurred during the duration of the travel waiver, which goes from July 19 through July 28, 2024. You can submit your eligible expenses for reimbursement here.
This policy change is the right thing to do
Of course no airline wants to write a check to customers for a ticket on another airline. However, when you experience a meltdown to this extent, it’s the ethical thing to do:
- While ideally passengers would be rebooked on other Delta flights, the reality is that many passengers have been told that there are no available flights for several days, and in some cases, even for over a week
- Getting the help of a Delta customer service employee has been incredibly challenging, whether at the airport or over the phone, and many of Delta’s self service tools haven’t worked correctly
- When Southwest had an operational meltdown in 2022, the airline offered to reimburse passengers if they booked tickets on other airlines, in recognition of the fact that the airline let passengers down
So this policy should be a relief for those people who are booked on Delta and experience operational issues. If Delta can’t get you to your destination and you’ve made your best effort to be rebooked through the airline, you can just book a ticket on another airline, and Delta will reimburse you.
Bottom line
Delta has finally updated its policy regarding taking care of customers. The airline is now increasing the types of expenses it will reimburse, including tickets on other airlines, as well as rental car and train tickets, if the airline can’t get you to your destination in an acceptable way.
While not legally necessary, it’s the right thing to do, especially when Southwest did this during its meltdown. I’m curious to see how much this meltdown ends up costing Delta… it won’t be pretty.
What do you make of Delta updating its reimbursement policy?
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