A polite appeal can help with refund for rescheduled flight

Q: I had a confirmed round-trip flight from San Francisco to New York on Delta Air Lines. The flight was scheduled to depart at 8:30 a.m. A couple of days ago, I received a notice from Delta that Delta changed the flight departure time to 7 in the morning.

Seven in the morning? That’s ridiculous! I live in Oakland, and my transportation to San Francisco is via Bay Area Rapid Transit. BART trains do not begin service until 6 a.m. on the weekends, making it impossible for me to get to the airport in time to make this flight. The next available flight from San Francisco to New York via Delta is not until after 11 a.m. arriving in New York at 8:30 p.m., which is useless to me as I need to arrive in New York earlier than this 8:30 p.m. arrival time.

I needed a nonstop flight because of COVID-19 concerns. The cost of any alternatives — taxi or staying at an airport hotel the night before — is cost-prohibitive for me. I am a senior and the sole caretaker for my partner, who would be staying at home here in Oakland and has Parkinson’s, so I run on a tight schedule. The original departure time was perfect for my needs.

I understand that the ticket I purchased is “nonrefundable.” However, I filed a claim with Delta asking for my money back — in any other business, this would be called “bait and switch.” Not surprisingly, they denied my request and are offering me an e-credit. With my partner’s progressive disease, my traveling days are coming to an end, and I have no use for any credit on Delta. I want my money refunded. Can you please advise me as to what recourse I may have in this situation?

— Terry Kulka, Oakland, Calif.

tacts/delta-air-lines-customer-service-contacts/. You also could have sent a complaint to the Department of Transportation, but I would only recommend doing that if Delta continues to refuse your refund request. It didn’t. After you sent Delta’s executives a note, they offered to refund your airfare. I wish you all the best and hope you’ll be able to make the trip to New York soon.

Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit organization that helps consumers resolve their problems. Elliott’s latest book is “How To Be The World’s Smartest Traveler” (National Geographic). Contact him at elliott.org/ help or chris@elliott.org.