Response in less than 24 hours
 

I complained on 17 July about a problem with a GUC as a DM. I received a response 1 day later with a phone call. In the past 3 years all of my complaints have been answered in less than 10 days

It depends... but it is slow.
I wrote on about April 1 complaining about food on 3 transatlantic trips in D1. Was pretty specific about 1 meal being too sweet and 1 being very dry and overcooked pasta. It took about 6 weeks and I got an email and some miles.
I wrote on May 17 requesting reimbursement of expenses for an unplanned overnight in Charlottesville, VA. I got a phone call about 6 weeks later offering me a check for the expenses or a DL gift card for about 130% of the expenses.
Pre-covid, responses would come in a day or 2.
Back in PMNW days, I corresponded with the VP for flight service (or something like that). She emailed me about something and I would occasionally write about good and bad experiences on NW. She generally responded within a few days - maybe because I was one of the very few (I think) top level WP members flying out of ONT. Beth Schultiss (?) a really nice person. Sadly she retired and died shortly after.

I called in to the Medallion reservations and inquired as to the status of my complaints while booking another flight. Apparently what has happened is that most of the complaint dept is short-staffed. So short-staffed in fact, that the complaint dept number has been removed so as to relieve the call volume since the wait times just became unmanageable. I don't know how much luck you'll have calling in, but you might have better luck than me.

I sent in a complaint due to a service issue (no meals loaded in FC from MCI-SEA) in mid-May and received mileage compensation and an email 7 weeks later. I completely forgot about sending it in until I received the email back.

My complaint about a cancelled flight and downgrade from Comfort + to regular Y (with no compensation) has remained unanswered now for nearly 6 weeks. Slothful is being generous. Or maybe it's just internal hoping that I will simply "go away". I won't.

Does calling about complaints work? Can agents see the complaint? Delta owes me compensation under EU rules, and I sent a note on June 15 about it. Crickets ever since.

not sure, but I’ve been waiting on a response re: EC-261 since May 31st and nothing. I ended up submitting a complaint via Ireland’s Commission for Aviation Regulation to see if that yields any success.

I am getting fed up too... I had an irregularity on ZRH-JFK-MIA last May. DL staff at JFK informed me that there's nothing they can do for me, I should book a flight on any airline from NYC to MIA and ask them for a refund. I did do so, and asked for compensation for a hotel room too for good measure, which seems to be handled by AF/KL for me as an Europe-based customer. I filed that complaint on June 4th, and alas, no response so far. What annoys me is that the AF complaint tracker tells me "no complaint found" with my tracking number, but also tells me not to follow up with another complaint since they are processing it once I get a number. Naturally, no e-mail address is available to follow up on that. Any ideas on current wait times for AF-handled complaints or if that error means that my complaint ended up somewhere in the digital nirvana? Is there a way to follow up on the claim?

Thanks in advance for your input!

Just over 6 months for me for a complaint submitted in early Jan 2022. And they finally got back to me in mid July telling me they couldn't find my ticket (I already provided my ticket number when submitting the complaint) and asking me to send them a copy of my boarding pass. I just submitted a complaint to the DOT as a result.

On a recent outbound leg which due to IIROP it required a transfer to American and the request 9 hour overnight delay in DFW I was reimbursed within a day of submitting receipts.

On recent return from ABQ we had sad pandemic box meal in 1st and mechanical issue in ATL that caused a 3 hour delay to 1am and they responded in about 24 hours as well.

I'm at about 90 days as a PM for a non-trivial matter. Giving up and filing a DOT complaint (my issue is DOT worthy).
I am empathetic to being short-staffed by this is ridiculous.

This complete disrespect for customers has me back on UA, which has been considerably better than DL operationally this summer for me.

Here is a data point on resolution of an EU compensation claim:

May 14, 2022: Date of Flight (Flight from EU to US cancelled and rebooked for 24 hours later on Delta in the same class of service. Delta arranged for hotels, meals and airport transfer although I was out of pocket $15 due to challenges with the airport transfer to return the next day.)

May 19: Complaint filed by me seeking reimbursement of 600 Euros + $15 for the airport transfer plus additional expenses due to a missed connection on a separate ticket the next day back home on a different carrier (which I did not expect to receive compensation for but perhaps a few miles).

Aug 5: Follow-up call to Delta using the number for the Diamond line (not that there is such a line anymore) with a two hour transfer to the complaint team. Complaint team informed me they didn't know why it was taking so long but that it should have been handled by High Value Customer team. Nothing she could do but she would escalate to High Value Customer team.

Aug 15: Received an e-mail from Delta acknowledging my phone call and apologizing for the delay and assuring me the complaint was still under review.

Sep 7: Received an e-mail from Delta informing me that they have issued a payment for $625 (i.e. 600 Euros) via an ACH process. I registered for the ACH service and was able to enter my bank information for transfer of the payment. There was a screen to release all claims against Delta that I have at the time of payment. I was fine with that as I don't have any other claims although I should have been paid another $15 under the EU Regs. Query how this would work if I did have another cancelled flight since May?

I received a response yesterday to a complaint I made in mid-June. Had received the "we didn't forget about you" email a few weeks ago.

Just received a response from my June 7th complaint today.

That is funny, we have so many people complaining we won't let you know how to complain and we will have our CEO send out emails about customer service and how everything is being worked on/ getting better.