I found a thread on here that mentioned that folks should probably ignore Delta's emails.

I've been able to confirm that recommendation.


I booked an 8:36pm flight to Vermont. At 3:34pm on the afternoon of the flight, I received this email from Delta:

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We are trying to contact you because the times have changed for our flight on August 14. We'll look in your reservation for a telephone number and try to reach you there too. Please review the information for new flight numbers, departure and arrival times (we’ve bolded the changes).

Thursday, August 14
Flight: Delta 4402 (operated by Atlantic Southeast Airlines/ASA using their equipment)
Departs: 9:55 pm from Atlanta, Georgia
Arrives: 12:26 am at Burlington, Vermont

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I arrived at the airport at 8:25pm and checked my bag. The Delta agent crossed out 8:36pm on my boarding pass and wrote "9:55". I went through security, and, figuring I had plenty of time, I went and grabbed some food.

I arrived at the gate at 9:25pm and the flight was gone. (Departure time according to Delta Operations: 9:22pm.) The next available flight was the next day. (Oddly, my bag made it to Burlington that night.)

What happened? It turned out that the flight time had not been changed. The flight was simply on delay. They sent me the wrong email. (Delta's official record says that I was sent an IROP email at 3:34pm, but it apparently doesn't record which one.)

Counting the hotel room I couldn't cancel and an increased car rental rate over the course of the four-day trip, I ended up out over $275 (on a four-day trip) because of the screw-up.


The best part: no compensation. (They offered a $25 voucher for my trouble, but I did not receive it.) I've been back and forth with several Delta reps, all (but one) of whom has argued everything except the email, including:

Rep #2: The flight was simply on delay so it could leave at any time. Since I wasn't there, it was my fault for missing it. (She followed it with the nicely patronizing: "I always go to the gate right away when I fly.") I pointed out the email and reiterated what it said. (I showed her a copy online.) She told me that she "respectfully disagreed", that the email had been sent to me to "tell me about the delay." She didn't have any concern about the wording of the email.

Rep #3: Since I had checked in online the night before, Delta was not obligated to update me on schedule changes. I noted that the email was delivered to me 16 hours after I checked in, and she clammed up, noting that she simply couldn't help me.

Corporate's response: I "failed check-in guidelines", so my seat was released. In reference to the email: "Our airport representatives are expected to always be responsive, and offer precise, complete information. It sounds like that didn't happen in this case, and we will continue to make efforts to improve in this area." "While we would like to offer special consideration in cases such as yours, we are unable to honor the many requests that we receive from others in similar situations. We follow a consistent policy to ensure that Delta is fair to everyone who travels with us. Accordingly, we must respectfully decline your request."

I'm worried how many "similar situations" occur. I'm curious if I can request a copy of that "consistent policy".

The one rep (#1) who didn't argue with me told me that he completely agreed with me. (He was thrilled that I was able to show him all of my documentation online.) He told me he would have missed the flight as well, and that he would arrange compensation and call me back the next day. I never received that phone call, and a followup call (connecting me with Rep #2) said that there was no indication of any compensation except the $25 voucher.

Lesson learned: ignore Delta's travel update emails and go the airport at the original time. It's just a shame that I was novice enough not to know about it going in.

Btw - if I don't fly Delta again, is it worth me calling and cancelling my SkyMiles account?

EDIT: I added more details below.