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Delta Air Lines, Inc. — Customer Service Plan
| Snapshot 2026-10-14 08:17 UTC | Snapshot 2026-10-31 08:22 UTC | ||||
|---|---|---|---|---|---|
| n | 1 | Customer Service Plan | n | 1 | # Customer Service Plan |
| 2 | |||||
| 3 | --- | ||||
| 4 | 2 | ||||
| 5 | Delta Air Lines intends to ensure that your air travel experience will encompass | 3 | Delta Air Lines intends to ensure that your air travel experience will encompass | ||
| > | , to the best of our abilities, the most comprehensive customer service possible | > | , to the best of our abilities, the most comprehensive customer service possible | ||
| > | . We have outlined our responsibilities and how we will fulfill them in 12-key p | > | . We have outlined our responsibilities and how we will fulfill them in 12-key p | ||
| > | oints, known as our Customer Service Plan. | > | oints, known as our Customer Service Plan. | ||
| 6 | 4 | ||||
| n | 7 | **Note** : The Delta Air Lines Customer Service Plan applies to our covered flig | n | 5 | **Note**: The Delta Air Lines Customer Service Plan applies to our covered fligh |
| > | hts operating to, from, or within the U.S., and includes: | > | ts operating to, from, or within the U.S., and includes: | ||
| 8 | 6 | ||||
| 9 | **1. Offering the lowest fare available** | 7 | **1. Offering the lowest fare available** | ||
| 10 | 8 | ||||
| 26 | 24 | ||||
| 27 | It is our intention to deliver your baggage on time; however, in the event that | 25 | It is our intention to deliver your baggage on time; however, in the event that | ||
| > | this does not occur, we will make every reasonable effort to return misplaced ba | > | this does not occur, we will make every reasonable effort to return misplaced ba | ||
| > | ggage within 12 hours of arrival for domestic itineraries (wholly within the Uni | > | ggage within 12 hours of arrival for domestic itineraries (wholly within the Uni | ||
| > | ted States) and within 15 or 30 hours of arrival for international itineraries c | > | ted States) and within 15 or 30 hours of arrival for international itineraries c | ||
| > | onsistent with the requirement of 14 CFR 260.5 (in each instance, except in the | > | onsistent with the requirement of 14 CFR 260.5 (in each instance, except in the | ||
| > | circumstances identified in 14 CFR 260.5(f) and (g)). We will compensate you for | > | circumstances identified in 14 CFR 260.5(f) and (g)). We will compensate you for | ||
| > | reasonable expenses that result due to a delay in delivery for domestic itinera | > | reasonable expenses that result due to a delay in delivery for domestic itinera | ||
| > | ries, and as required by applicable international agreements for international i | > | ries, and as required by applicable international agreements for international i | ||
| > | tineraries. If we cannot locate your bag within the timeframes set forth above, | > | tineraries. If we cannot locate your bag within the timeframes set forth above, | ||
| > | we (or the merchant of record, if not Delta) will issue a refund for any fee cha | > | we (or the merchant of record, if not Delta) will issue a refund for any fee cha | ||
| > | rged to transport your significantly delayed or lost checked bag. | > | rged to transport your significantly delayed or lost checked bag. | ||
| 28 | 26 | ||||
| n | 29 | Notify a Delta employee at the airport if you cannot locate your baggage. To che | n | 27 | Notify a Delta employee at the airport if you cannot locate your baggage. To che |
| > | ck on the progress of your bag search, call 800-325-8224 or go to Delayed, Lost, | > | ck on the progress of your bag search, call 800-325-8224 or go to Delayed, Lost, | ||
| > | or Damaged Baggage on delta.com and use the Track Checked Baggage tool . | > | or Damaged Baggage on delta.com and use the Track Checked Baggage tool. | ||
| 30 | 28 | ||||
| n | 31 | **4.** Risk-Free Cancellation **, allowing reservations to be cancelled without | n | 29 | **4.** Risk-Free Cancellation**, allowing reservations to be cancelled without p |
| > | penalty for 24-hours after the reservation is made.** | > | enalty for 24-hours after the reservation is made.** | ||
| 32 | 30 | ||||
| 33 | Even if you buy a non-refundable ticket from Delta, we will give you time to com | 31 | Even if you buy a non-refundable ticket from Delta, we will give you time to com | ||
| > | pare our fares with those of other airlines. You may cancel and refund your tick | > | pare our fares with those of other airlines. You may cancel and refund your tick | ||
| > | et in full until midnight, one day after the reservation is made. For example, a | > | et in full until midnight, one day after the reservation is made. For example, a | ||
| > | ticket purchased anytime on Monday can be cancelled and refunded until midnight | > | ticket purchased anytime on Monday can be cancelled and refunded until midnight | ||
| > | on Tuesday. If the reservation is made on the date of travel, you may cancel an | > | on Tuesday. If the reservation is made on the date of travel, you may cancel an | ||
| > | d refund your paid ticket in full until midnight that day or travel starts, whic | > | d refund your paid ticket in full until midnight that day or travel starts, whic | ||
| > | hever is first. | > | hever is first. | ||
| 34 | 32 | ||||
| 84 | 82 | ||||
| 85 | **7. Meeting customers’ essential needs during lengthy tarmac delays as required | 83 | **7. Meeting customers’ essential needs during lengthy tarmac delays as required | ||
| > | by regulation and our contingency plan** | > | by regulation and our contingency plan** | ||
| 86 | 84 | ||||
| n | 87 | We will provide full and timely information regarding the status of a flight if | n | 85 | We will provide full and timely information regarding the status of a flight if |
| > | there is a lengthy delay after you have boarded or after the plane has landed. I | > | there is a lengthy delay after you have boarded or after the plane has landed. I | ||
| > | f safety and security conditions allow, we will provide for your essential needs | > | f safety and security conditions allow, we will provide for your essential needs | ||
| > | such as food, potable water, operable lavatory facilities, and access to medica | > | such as food, potable water, operable lavatory facilities, and access to medica | ||
| > | l attention. For further information, see Delta's Contingency Plan for Lengthy T | > | l attention. For further information, see Delta's Contingency Plan for Lengthy T | ||
| > | armac Delays on delta.com . | > | armac Delays on delta.com. | ||
| 88 | 86 | ||||
| 89 | **8. Handling "bumped" passengers with fairness and consistency in the case of a | 87 | **8. Handling "bumped" passengers with fairness and consistency in the case of a | ||
| > | n oversold flight** | > | n oversold flight** | ||
| 90 | 88 | ||||
| 115 | 113 | ||||
| 116 | **11. Ensuring responsiveness to customer complaints** | 114 | **11. Ensuring responsiveness to customer complaints** | ||
| 117 | 115 | ||||
| n | 118 | We will acknowledge receipt of written customer complaints within 30 days of the | n | 116 | We will acknowledge receipt of written customer complaints within 30 days of the |
| > | ir receipt, and will send a substantive response within 60 days of receiving the | > | ir receipt, and will send a substantive response within 60 days of receiving the | ||
| > | complaint. Disability-related complaints will receive a dispositive response wi | > | complaint. Disability-related complaints will receive a dispositive response wi | ||
| > | thin 30 days of receiving the complaint. For information about filing a complain | > | thin 30 days of receiving the complaint. For information about filing a complain | ||
| > | t, go to Contact Us . | > | t, go to Contact Us. | ||
| 119 | 117 | ||||
| 120 | **12. Identifying the services Delta provides to mitigate passenger inconvenienc | 118 | **12. Identifying the services Delta provides to mitigate passenger inconvenienc | ||
| > | es resulting from delays, cancellations, and misconnects** | > | es resulting from delays, cancellations, and misconnects** | ||
| 121 | 119 | ||||
| 130 | Provide a meal or meal vouchers, if a cancellation or delay results in waiting 3 | 128 | Provide a meal or meal vouchers, if a cancellation or delay results in waiting 3 | ||
| > | or more hours beyond the scheduled departure time. | > | or more hours beyond the scheduled departure time. | ||
| 131 | 129 | ||||
| 132 | Effective October 24, 2024 | 130 | Effective October 24, 2024 | ||
| t | t | 131 | |||
| 132 | Next | ||||
| 133 | |||||
| 134 | |||||
| 135 | Contingency Plan for Lengthy Tarmac Delays | ||||