PV_Premier

I filed EU261 after experiencing a mechanical cancellation ex-AMS that resulted in my arriving >3 hours late to my final destination. I filed it via DL.com complaints page because that is where the EU261 information page on DL.com directs to. This was almost 4 weeks ago, and I have heard nothing back. I have PM status.

Is this really the current response time? Or is DL just ignoring me to avoid having to pay out? Is there a better way to file this and get a response?

mills1090

So I submitted a comment that was a compliment and I got a response 2 days later, that was two weeks ago. Last Monday submitted a complaint haven't heard back yet... One thing I've noticed just anecdotally based on my feedback and what not is that compliments/complaints that don't involve compensation are resolved usually within 1 week. Anything more complex or involving compensation has taken quite some time for me generally, though usually not more than 8 weeks.

TTT

IIRC, EU compensation claims are a separate group from the usual customer service teams. You might be able to tweet @Delta to see if they can check the status for you.

PV_Premier

good idea to tweet, they said response time is 30-45 days

it's simply baffling to me how we collectively continue to put up with such poor customer service in the airline industry

TTT

The last time I filed an EU claim I think it was right around 30 days; they rejected my claim. I responded with reasons why their rejection was incorrect and my response was acknowledged (and decision reversed) within 24 hours of my email. Point being, it seems like once the claim has been assigned to an agent the back and forth is quicker than the initial submission.

exwannabe

I think the EU-261 slow comp issue is not poor customer service but deliberate. Perhaps in the delay the passenger will forget it, or their Sky Miles could expire. :-)

BTW, was your flight to Boston? If not I think it would subject to the 4 hour rule.

gooselee

I submitted a comment/complaint because of partner miles not posting correctly. Automated response said up to 30 days for a response. It's been 10 and I haven't heard a peep.

I feel like everything about DL's response times (email, phone, twitter) used to be faster. Not sure how much of that is rose colored hindsight.

flyerCO

Did you try using the missing mileage form? You can enter non-006 ticket numbers.

dbernard2000

I submitted a claim myself on an Air France flight back on June 30. Since my point of sale was the USA, and in the USA all things DL/AF/KL are run via Delta, I received a response from Delta claiming receipt of the submission.

As of today, July 23 (23 days after the initial email) I have not received a response.
As a platinum, usually I get responses in 1-3 days, however perhaps what was said above is true, perhaps EC 261 must go through a different department.
A second email was sent July 10th I believe, neither today have been replied to yet.

Last summer I had problem with baggage on KLM and Delta took about 45-50 days to file the compensation, so I'm wondering if this summer is the same thing with the increase in travelers.

indufan

Just look back here and you will see that not much has changed in response times on emails for past travel.

gooselee

I did - it's actually a 006 ticket.

The problem is I upgraded a paid VS flight and DL's system now thinks that leg is entirely an award. All other segments posted correctly.

flyerCO

Filed claim for 2 delayed/damaged to point of full loss bags. Incident occurred May 31. Filed online June 19th. Received check last week. Claimed Eu261 comp for July 4th KL SFO-AMS flight middle July. Received that check last week.

On the Eu261 comp, they forgot to include meals. Emailed them back. I had reply in under 15 minutes, answered their question, and they requested check all within 1 hour. Thus, once you get assigned someone it becomes a quick process.

Overall, as a DM my response times have been great.

donzaur

Today is day 44 of no response (apart from initial acknowledgement) of a missing mileage request on a non-006 ticket. All twitter would tell me yesterday was that it may take up to 90 days.

flyerCO

Does it show in your activity as pending partner verification, or not at all? If not at all, call DL. They can put it in over the phone. It then should either give credit right away, or pend it, pending partner verification. I've found for missing mileage, if the online missing mileage submit form doesn't work, the quickest way to get credit is calling. It should be 7-14 days once they enter of needing partner verification.

PV_Premier