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“Consistently Goes the Extra Mile”
Review of Delta Air Lines


Reviewed August 23, 2017

I fly several times a month with Delta, so my experience is an average of many flights in the US and overseas. They regularly provide friendly and flyer-focused service. Their flight attendants and gate agents have a smile and do what they can to make your trip the easiest it can be. There is no preventing bad weather delays, but with hundreds of flights, I can count non-weather delays of more than a few minutes on one hand.

Their recent fleet upgrades have added both continental and intercontinental wifi, large tv screens, and better seats. I love their flat bed pods in first class.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, movies)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank Elizabeth N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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17,098 - 17,102 of 34,846 reviews

Reviewed August 23, 2017

A great lunch.Wonderful,fresh mixed salad with cheese and medium rare slices of beef,,,,cheese and crackers,fresh fruit,German roll,chocolate Moose and not bad wine,I wondered if I were dreaming.

Thank harrietTuscaloosa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 23, 2017

purchased economy - no frills for this trip. We did not have seating for any of the 4 legs (RSW-ATL-BWI )and return. checked in the day before and all went well - all on time and arrived early on a couple of the legs!... not enough leg room - typical... staff were good and no incidents!....

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, movies)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank valsone
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 23, 2017

I would like to briefly start off by explaining why my husband and I chose to fly with Delta in the first place. We had an amazing experience flying back from Europe in 01/2017 and decided that we wanted to become loyal Delta customers. The food, service, seats and aircraft were exceptional.

On 05/29/2017 we purchased tickets for my 30th birthday and our anniversary to travel to Tulum, Mexico via the Cancun airport. We splurged on first class seats, hotel accommodations and rental car. We prepaid for everything so that we could ensure we were getting fair market prices and would not have to worry about any other expenditures during our trip other than our food and beverage consumption.

Our trip was set to start on 07/31/2017. We woke up at 2:00 am since it is recommended that you arrive 3h prior to international departure and our home is 2h away.

We checked in at the Delta counter, handed over our luggage and proceeded upstairs to wait in the TSA line. Our flight at this point was tentatively delayed from 8:15 am to 9:35 am. We went through TSA smoothly and in a timely fashion. We proceeded to walk to our gate which was 19 so we knew where it was and to see if there was a comfortable place we could spend the next four hours waiting. Because our flight was considered domestic we did not have access to duty free or a first class lounge to help pass some time which really was not a big deal but also not what we expected.

We specifically chose the 8:15 am flight for multiple reasons: First of all had we chosen to fly out with the 6 am flight instead of the 8:15 am we would have had to have woken up even earlier. Secondly the 8:15 am flight was slightly cheaper than the 6 am flight and would arrive in Mexico just 30 min after the 6 am flight would have. So in the grand scale of things that did not seem to be a good choice. The 6 am and two flights in the middle of the day were the most expensive ones on 07/28, our flight was the second most expensive flight of the day and the cheapest flight departing on the 28th was the very last one in the evening at 7:55 pm which was nearly 30% cheaper than what we paid.

We decided to get comfortable at our gate since are only other options were a little market, a Starbucks and a bar. As the time approached the new departure time and we prepared to board they had all passengers from our flight in gate 19 move to the side. A lady wearing a red Delta vest came walking towards our gate with a whole lot of very displeased passengers from gate 23. They proceeded to board all the passengers from gate 23 into our perfectly functional aircraft and walked all of us to gate 23 where all these upset passengers had just come from. We sat there with an even further delay and zero explanation to what exactly was happening.

My husband saw the Delta captain for the aircraft in gate 23 walking around and went to talk to him to see if he could give us any kind of insight to what was going on. He explained to us that the aircraft in gate 23 was malfunctioning when it arrived the night before (July 27th) and Delta had flown in mechanics from Atlanta at 3 am in the morning to try and repair the aircraft. At first they thought the hydraulic system was malfunctioning. Then they thought the electronics for the hydraulic system was malfunctioning. Then they thought it was some kind of general electric malfunction so they flew in another set of mechanics from the Atlanta airport. This set of mechanics missed their first flight so they were put on the next flight. The mechanics forgot their tools so then Delta had to contact a local contractor to see if they had the necessary tools the second set of mechanics from Atlanta needed.

My husband and I, plus all other passengers from our original flight were placed on standby on every flight flying anywhere in the country that would help each of us reach our end destination by the end of the day. Every single flight was overbooked and Delta was offering passengers $1,000 to "voluntarily" give up their seat. One of the flights was overbooked by 11 passengers! A passenger from our original 8:15 flight was compensated $1,000 because she was pregnant, she stayed at the gate with us the whole day and flew out on the very last flight out of Norfolk. Passengers in Comfort Plus were given $400 and other passengers were only given $200. No one walks around with a pregnancy certificate so every single female passenger could have said they were pregnant to receive higher compensation. Delta's compensation structure is extremely discriminating and sexist towards their passengers.

The majority of the passengers on our flight around 4:00 pm opted to try their luck with another Delta flight the next day (July 29th) since they had all received some sort of compensation at that point from Delta and they were "guaranteed" a flight. For those of us that stayed we were finally guaranteed a seat on the 7:55 pm flight to Atlanta. The 7:55 pm flight ended up getting delayed by nearly an hour. Which didn't matter at the point since we were glad that we would at least complete one of our two flights after being stuck at the airport for 14h.

We finally arrived at the Atlanta airport and proceeded to walk quite a bit of distance until we got to the Delta customer service counter. Even though we walked up to the First Class/SkyMiles line everyone in the other line were served before we were called up. My husband and I at that point were way too exhausted and mentally drain to even try to argue to get the service we expected when we paid for First Class. The Delta agent behind the counter proceeded to explain to us that all the hotels they normally give to their First Class passengers that they work with were completely booked. Which again at that point we could have cared less about since we had to wake up at 3:30 am to start our journey all over again. The Delta agent also apologised for not having any food vouchers left to give to us since they had run out.

We tired to figure out where we had to go to get on the hotel shuttle. We walked for 20 minutes until we got to the area where are the hotel shuttles are located. We waited for approximately 15 minutes until our shuttle showed up. We arrived at the hotel, checked-in and were given a room right next to the vending and ice machine that made the loudest noises we both have possibly have ever heard. There was a reunion and a huge party going on downstairs so we could hear people constantly in-out of the elevator, up and down the hallway and then of course on top of all of that the obnoxious noises from both the machines right across our door.

We had no option on our way to the hotel to buy undergarments or clothing to change into since everything was closed at that time of night so of course we ended up having to wear all of our clothing after we showered for the first time in 22 hours. We only got to enjoy three hours of sleep because we had to be back at the airport by 4:30 am.

We arrived at the airport and walked straight to the TSA line which was very long but since we did not have to check bags or check in we had plenty of time. We went through security without issues and proceeded to find our gate so we knew where it was located. Because of the time of day everything except McDonalds was closed and that included the Delta SkyMiles lounge that did not open until 6 am. All we were offered in the last 28h by Delta was granola bars, pretzels, chips and sodas including on the flight from Norfolk to Atlanta the night before. Gate 9 which was assigned for our flight to Mexico on 07/29 was about a 12 minute walk from the Sky Lounge with a spring in your step which would have been the only place we could at least enjoy a proper hot meal.

Since there was no seating around we sat on the airport floor outside the lounge with a lot of other passengers that eagerly awaited for the lounge to open. The lounge opened, we walked in, checked-in with the Delta agent that cautioned us that our flight is about to start boarding in 15 minutes. We simply thanked her since we obviously did not have enough time to explain everything we had been through and were still going through because of Delta and proceeded to the buffet where we ate and drunk as fast as we humanely could.

We left the lounge at 6:12 am and ran as fast as we humanely could to our gate. By the time we got to our gate (6:21 am) our flight had been slightly delayed (10 minutes) and then it got delayed again and again. They finally boarded us and because we had been put on another flight my husband and I were seated separately since that was the only way we would have been able to leave on the "first" flight out of Atlanta to Mexico. The young gentleman sitting next to my husband was kind enough to swap seats with me.

We arrived to Cancun, went through the Mexican customs and continued walking towards the luggage carousel. As we waited at the carousel we stared at everyone as they grabbed their luggage and walked through the Mexican TSA security and off to their vacation. One of our suitcases finally arrived and we were thrilled as we hoped it was the one with all of our fresh clothes and undergarments. Unfortunately the one suitcase that arrived was the one that only had our snorkelling gear in it and nothing else. Once the carousel that was assigned to our flight stopped and the local staff removed all the remaining luggage that was going around, we realised our second suitcase had not arrived so we proceeded to walk over to the Delta baggage claim office.

The Delta agent that was there informed us that our second suitcase was on the next flight and would arrive in 1h. We were excited and explained to Arturo that we would wait there until our second suitcase arrived. Arturo explained to us that the Mexican government does not want travellers sitting and waiting around in that particular area and that we had to exit and go through their TSA security and out of the airport. He told us not to worry about anything and that once our suitcase arrived they would deliver it to our hotel free of charge no matter how far it was. Since it was our first visit ever to Mexico and we were not familiar with the laws and airport guidelines we did as we were told by someone of knowledge and authority as we believed at time. We went through TSA and walked over to the booth of the rental car company we had booked with, Europcar.

We showed the Europcar agent our reservation and he informed us that we had to ride a shuttle to get to their main office that was near the airport. So we walked out of the airport and walked towards the area that appeared to have shuttle services. A Europcar representative showed up and helped us get into the shuttle. The ride to the office was approximately 10 minutes. We got out and walked into the Europcar office and waited in line. Even though it did not appear to be very busy it took 45 minutes for our turn. We handed the agent our reservation and waited. After a few minutes that of course at this point felt like a century he explained to us that they had given our car away and they had nothing available to offer us. We thanked him for that information and since no one at the office seem to be able to help us further we decided the best thing to do is to go back to the airport and ask for help from Delta.

We walked out of the office and waited for another shuttle to come around to to go back to the airport. We were dropped off exactly where we were picked up from so we walked straight back towards the doors we had exited from a little over an hour ago at this point. The security standing at the door told us no one is allowed in once they exit and if we wanted to get back into the airport we had to walk all around the building outside in the blistering heat and very high humidity. We started walking towards the area he pointed us at and after some time arrived to another set of doors that we walked through with no problems. We walked up to the check-in Delta counter and briefly explained what was going on and that we need to speak to someone at the Delta customer service desk in the airport to help us out because we were completely helpless.

The Delta agent gave us clear directions on how to get to the office and so we proceed to walk all the way over there. We found the office without many complications. We walked into the office were the Delta agent told us we must speak very quietly because they have to listen to the radios. We started to explain to them everything Delta has put us through so far, what happened at Europcar, and that even though we had finally arrived at Cancun after 36 hours of travelling we had been stuck at the airport for two hours. He apologised and asked to see all of our flight passes and luggage tags. After a few minutes of sitting there another Delta passenger came to the office with a suitcase. He started by telling the agent that was trying to help us that he accidentally took some other random passengers suitcase and he did not realise it until he was loading it into his rental vehicle. He told the agent that he had to walk all the way to this office to get this situated and that he would like his suitcase and to return the one that was not his. The agent told us to wait around a bit longer until he sorted this passengers suitcase situation out.

After the agent finished with both the passengers a little more time went by. After looking at his screen he told us that we were misinformed by the Delta baggage claim agent about our second suitcase. It had not been on that flight but rather on another flight. He continued to reiterate that once it arrived in Cancun they would bring it to our hotel free of charge. He estimated that it would be there by 6 pm even though the initial delivery estimate was at 3 pm.

He proceeded to give us the address of the hotel we had booked in Tulum and had another Delta ground agent escort us out of the office, out of the airport and to the line where you get a taxi. He spoke with many different men until he finally came back and told us that this taxi driver had agreed to drive us to our hotel since it was a two hour drive from the airport. We got settled in the taxi were it was the first time we felt AC since we had gotten off the plane when we first arrived in Cancun. The airport for whatever reason is not properly cooled so we had been sweating for the last three and a half hours profusely.

We had finally started our journey from the Cancun airport to our hotel in Tulum. We hoped that all our troubles were behind us and we could start enjoying our vacation. We got to our hotel in Tulum as promised within two hours and we were promptly greeted and helped by the hotel stuff upon our arrival. As we waited outside of the office for our turn to check-in we wandered over to their shop. It was the hottest time of day since it was right in the middle of the day and we had no bathing suits or clean clothes or undergarments to change into. The hotel shop did not sell anything but beach clothes and bathing suits that were neither mine or husbands size so we were stuck in our clothes once more for 39 hours and still counting. We were told if we took a taxi to the nearest supermarket it would cost $80 and if we wanted to walk to it instead it would be 40 minutes.

My husband and I requested Verizon's roaming service yet we had no internet or calling capabilities the whole time we were in Mexico. We were shown to our room were we sat dripping and suffering from the heat and the humidity for hours. Once the sun went down we walked to their restaurant to grab a bite to eat and something to drink.

Instead of being happy, feeling and looking refreshed we looked more ragged and beaten down as someone that had been living on the streets. Our suitcase arrived half way through dinner and out of pure excitement we asked for our containers for our food and ran to our humid and hot room to change into bathing suits to try and ease ourselves from all of this suffering.

Because of all the excursions we had planned we had to rent a vehicle since it was peak season Mexico and last minute through the hotel we were forced to pay a much higher price of $345 compared to our original pre-booked vehicle of $184.

Since the rental company through the office charge an additional $100 on top of their daily rental rate of $120 to drop the vehicle off at the airport we decided that it would be cheaper and more sensible to request a taxi for $130 versus keeping the rental car for $220. Our taxi was on time to pick us up at 11:15 am to take us to the airport. We arrived 3h before our flight and checked-in successfully. We went through TSA and since Cancun is an international airport we had a plethora of restaurants and shops to help pass the time until it was our turn to board. Once again we made ourselves over to our gate so we know where it is first. We went back to purchase some souvenirs, only available in Mexico products including special tequilas and lastly we sat down to eat since we knew we would not be offered any food on both flights.

As we walked back to our gate we overheard passengers saying that they were on standby for a seat. We looked up at the screen and our flight was delayed. We had a very small layover in Atlanta to get on to our next flight to Norfolk so we started to panic knowing that both flights we had chosen were the last flights out of each airport that night. Since the line was very long and everyone waiting around seemed to be very upset we decided we would just sit back for a little bit until everyone was helped and better settled.

Once they announced that we would board we were the second in line to get on the airplane. Every 5 minutes the Delta flight attendant would get on the microphone explaining that we are well behind schedule and this plane needs to take off as soon as possible because many passengers were probably going to loose their connecting flights.

Everyone finally settled in and the airplane was cleared for take off. After being in the air for 30 minutes we were told that they will have to go a different route to avoid a thunderstorm so that would also delay us a little further but they promised they would try and get us there as fast as possible. We landed in Atlanta and run out of the plane as fast as possible to get through customs and TSA and then go pick up our luggage so we can drop it off again at the Delta counter so we can get to our next flight. We successfully went through customs, picked up and dropped off our luggage and waited in line to go through TSA. Our turn came up and the TSA agent had to cut every single bag open to inspect every single item and then reseal every single bag again. Two of the special tequilas we bought could not be cleared by the machine so TSA could not allow us to take them on the plane; they had to be checked-in. Since TSA would have to go through all of our stuff again if we both went back we decided it would be faster and easier if just one of us went.

My husband followed the TSA agent back to the Delta desk. My husband had the displeasure of dealing with the most unhelpful, completely unprofessional, apathetic and rude Delta agent. He ran over to the SouthWest counter to ask the agent if he could help him get a box and any kind of packing materials together so he could wrap the bottles to check them in. The SouthWest agent ran in the back grabbed a cheese-it box and a whole bunch of other supplies and together with my husband wrapped up the bottles and packed them perfectly. My husband thanked the SouthWest representative many times and run back to the Delta agent to get a baggage tag for the box to get it on the plane.

My full 27,000 character review with the same title is available on other websites because there are not enough characters to fully describe the torture Delta put my husband and I through in this platform unfortunately.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, movies)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank Christina_Ayvazian
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 23, 2017 via mobile

Flown with Delta a lot of times now and really like their service
Lots of choice of entertainment
Love the water fountains and able to get water all the time
Air hostesses are super
Connections good too
Like the airline and now with Virgin that is good too

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Legroom
    • In-flight entertainment (WiFi, TV, movies)
    • Value for money
Thank jonnyjabbah
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.