I’m a Delta Platinum Medallion member with both Delta Amex Platinum and Reserve cards. I had booked a June trip using an Amex companion pass a few weeks ago. The booking was confirmed, paid for, and I had already selected seats.
Today, I suddenly received an email stating that my trip cancellation request had been completed. Neither my wife nor I canceled anything.
I contacted customer support and waited on hold. The first agent said they didn’t know what happened but could try to rebook me. However, when they attempted it, they claimed the original flight was no longer available, even though I could still see it online. The call then dropped.
I called again and spoke to another agent who checked their system and said the booking was canceled online earlier that day. When I asked who did it, they couldn’t say, but insisted it wasn’t Delta’s responsibility. They also said my original fare couldn’t be restored using the companion pass.
I explained that I never canceled the booking and that it was unacceptable for a paid ticket to disappear without explanation, but the agent maintained it wasn’t Delta’s fault. They also refused to refund the eCredit directly to my Amex and said I would need to submit a written request.
I’m frustrated with how this was handled and considering closing my Delta Amex accounts.
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