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Delta online refund request form: Any experience?

Greetings,

I know there are other Delta threads going, but I thought I'd throw my specific question out here. Has anyone had any luck applying for a refund from Delta using the online request form rather than calling?

We were ticketed to fly to Alaska in late June for a cruise we've now rescheduled. Delta recently changed our itinerary resulting in a 3 1/2-hour schedule change as well as a guaranteed missed connection, so I trust we're entitled to a refund rather than a credit. I just spent two hours on hold and finally gave up. Yes, I know the day after a holiday weekend isn't the greatest time to call, so I'm certainly expecting to try again. Just wondered whether the online submission tool is worth a shot.

Cheers!

Posted by
3142 posts

Contact the call center again.

I think you hit the nail on the head when you said the day after a holiday weekend isn’t the best time to call Delta customer service.

I was refunded for 2 international itineraries on Delta within 24 hours of my request when I called customer service. I did not bother filling out an online form because that could take weeks to be processed let alone refunded.

Posted by
160 posts

I used it about 2 weeks ago. My one-way ticket in August was inexpensive and Delta is the primary carrier I use so I figured it was worth avoiding the phone even if I end up with the credit voucher vs refund and I don't care how long it takes. They warn a response can take awhile and I still haven't heard. So, at least my own experience, if you need a definite answer and want to know now, online might not be your best option.

Posted by
6885 posts

We used the on-line form on March 14th but it never appeared in their system. A follow-up call initiated the process as a new request on March 30th. So call.

Posted by
610 posts

My experience with Delta is that you just never know what will work or won't work. One thing is for certain: don't expect them to offer you a refund. You may be entitled to one, but they are unlikely to tell you that. Really crappy customer service, which shouldn't be a surprise since its been going down since well before the virus.

Posted by
741 posts

Thanks to all. You’re pretty much confirming my instinct. I’ll plan to get up early or stay up late and try calling again.

Posted by
493 posts

My travel friend just called Delta today after her July Chicago to Munich flight (via Detroit) was canceled or rather it did not show up on her MY trips in her DELTA account. She called Delta today, it took 3 hours and 15 mins on hold and 1 minute to talk to a representative to get a refund processed. Delta did not notify her that the flight had been canceled via email or by her account. The trip just disappeared. Hang in there, Clean the house, cook dinner, and keep your phone charged for the wait.

Margaret

Posted by
1010 posts

I started this thread with my experience using the online form: Delta Cancellations

My advice: Don't. I had good success with direct messages over Twitter. On the one described above, however, I'm still waiting.

Posted by
5 posts

Call. I recently had a just 90 minute wait, a quick chat to confirm I wanted a refund, and the money was credited back to my credit card within 2 days. As the agent was answering my call, I thought she must wonder with each call if the other person on the line is going to be crabby or kind, so I went out of my way to be cheerful. We all need to be extra considerate of each other right now.

Posted by
996 posts

I'm still waiting on my refund request from almost a month ago that I did via the app (a month in business days since that's how Delta counts days in these matters.)

I did try reaching out to them via Twitter. Someone got back to me and asked for my info, but they never got back to me. So...still waiting.

Posted by
964 posts

Delta has a special phone number for cash refunds: 1-800-847-0578. The cash refund service is available Monday - Friday 8 AM to 7 PM. I called this number for a refund a few Mondays ago and got through right away. The refund was posted to my credit card within 48 hours.

Posted by
42 posts

I got an email from Delta informing me our flight to Savannah, GA was cancelled, and I would get a credit. This was for a family trip over Easter. I wanted a refund on the airfare for my family of 5, plus 2 more family members were flying from NYC to Savannah, and their flight was not cancelled. I called, was on hold for a tolerable length of time, and asked for a refund on all 7 tickets. They complied, and issued a credit to my cc in about a week. I was very happy with the service. No hassles, even on the 2 flights that weren't cancelled. Of course I had to explain why I needed a refund on the 2 NYC tickets, these 2 family members weren't going to go to Savannah by themselves, pointless, I explained. I was prepared for a credit on those 2 tickets, which would have been ok, but it was not a problem. Hopefully you will have a similar result.
Also, my late June flight to Paris was just cancelled by Norwegian, and thankfully (due to Norwegian's iffy future) I was also issued a refund on those 2 round trip tickets. Well, it hasn't made it to my cc yet-it only happened a week ago.

Posted by
224 posts

Our April flight to Heathrow was cancelled by Delta a week before departure. E-credit was given but I wanted a refund. Had to dig around on the website to find the refund request form, submitted it and got a confirmation back that the refund could take up to 30 days and it might take 60 days to see the credit on my Card statement. It took 22 days but I received an email from Delta confirming the refund and it posted to my Amex card the next day.

Posted by
14 posts

My wife and I had Delta flights booked for a September river cruise that was cancelled. I called Delta after they extended the waivers through September. I was on hold for only a couple of minutes and after explaining my situation the person I was talking too offered to fully refund our tickets; the refund showed on my credit card within a week. Very happy with calling them - no paperwork and no hassle to get a refund. The most difficult part of the process was finding the number to call on the Delta website.

Posted by
141 posts

The transatlantic leg of our itinerary to Rome in October disappeared from my reservations several weeks ago. I sent a message to Delta via their a Facebook page...received a reply in less than 15”...offered a full refund and the funds were posted on my credit card in 3 days. Good luck!

Posted by
192 posts

I had a late April trip for which I was able to receive a full refund because of Delta’s schedule change. I wasn’t on hold long - less than ten minutes- and the refund appeared on my credit card in less than a week. A friend had a trip around the same time who also got through to a representative quickly but her refund hadn’t appeared after about a month. She called back (with short wait time) and the refund appeared very quickly thereafter.

I think it is helpful to call Tuesday-Thursday. Call volume increases on Monday and Friday (or Tuesday of a holiday week), and I have the (possibly false) impression that the average agent during the work week has more experience than over the weekend. That said, I had a good experience over the weekend with an email exchange to get a travel insurance refund.

Posted by
741 posts

QUICK UPDATE: I called the Delta refund number this morning (my third attempt). After 2 1/4 hours on hold, my call was answered by the exceedingly pleasant Sean, whose only question was whether I wanted to cancel or reschedule our trip. No pressure whatsoever to accept a voucher rather than a refund. He processed our refund manually and sent confirmation emails instantly. The whole interaction was probably three or four minutes at most. I'll expect to see the transactions on my credit card in short order. I'm totally pleased with the service, once I waited out the time on hold.

Posted by
365 posts

I filled out the form one week ago and only got an automated acknowledgment. Thanks for the phone tips, I will try next Tuesday. I have never been in hold for hours on a phone. When using a cellphone, does it just go into a sleep mode or something until an agent connects?

Posted by
741 posts

I have never been in hold for hours on a phone. When using a cellphone, does it just go into a sleep mode or something until an agent connects?

Might depend on your settings whether your screen “sleeps” or not. Mine doesn’t do that with a call in progress. I just kept the phone nearby while I did other things as the crummy hold music played. Had it plugged in for a while because my battery is getting worn out. I assume the wait could be a bit less at other times. Again, once I got through the agent was terrific and took care of me in minutes.

Posted by
741 posts

FINAL UPDATE:The refund appeared on my Delta Amex card Saturday morning, less than 48 hours after my Thursday call. 😁

Posted by
996 posts

Update on my issue. I filed for a refund on April 18 using the option on the phone app to text back/forth with a Delta rep.

Long story short - They're telling people that 30 days is the new refund window, BUT if you paid with a split payment like I did - credit card + Delta gift card - they're only up to March 30/April 1 in processing those types of refunds.

This isn't the best of news, but it's way more info than I previously had. I was offered a voucher which would expire in 365 days, but since I don't know what travel will look like I want to hold out for a split refund - credit card/gift card - that can be used at any time.

I obtained this update via Twitter. I've read horror stories of people on hold for hours with Delta still, so I thought this would be the easiest option.

Posted by
3142 posts

Steph, on a Tuesday or Wednesday morning, call customer service & speak with an agent.