Recently back from Africa. We booked flights through Delta with their partners (KLM and AirFrance). At both ends of the trip, the partner airlines cancelled the flight. I wrote a complaint and sent to Delta and Dept of Transportation. Biggest issue for me was when I tried to rebook, Delta had no knowledge of cancellations and it was very time consuming rebooking plus we lost one night of our paid safari.

Two days ago, I received a check for $645 from Delta with no explanation. The $645 is tied to nothing that I can determine.

Has this happened to anyone else? Why would they send me a check with no explanation.

Just a guess....It may be tied to European rules about compensation.

J62--thanks. That makes sense, but I never filed a request for compensation. I was thinking it was a scam and the bank would be clawing back the money. Its just weird they never offered an explanation.

Not with Delta but with UA once. We booked R/T Chicago to Rome and on the way back a stop- over was allowed so we flew from Rome to Madrid for a few days. Our flight back was thru Newark but super storm Sandy hit so that was cancelled. UA wanted to fly us back 5 days past our scheduled departure which was impossible for work reasons so we booked a flight on our own with Lufthansa.

I called UA when we got back and explained why we could not accept their offer to fly us so late so I asked for partial compensation as they did get us there. Much to my surprise they refunded the entire ticket!

In addition I used our travel insurance thru American Express to pay for the Lufthansa flight back and that too was fully paid by them.

jacket watch. Interesting about the trip insurance. We were required to purchase medical evacuation policy (including trip delay) by the safari camps. I'm waiting on the tour operator for their letter that will show the cost of the lost night. I wondered if we would have to show the Delta compensation. Good to know you got reimbursed from the insurance company.

I don’t think you’d be required to show that. I don’t think there was any way that they would know about the Delta compensation to begin with.
good luck, but I think you should be fine in this regard.

**J62--thanks. That makes sense, but I never filed a request for compensation.**

If you complained to DOT, you were essentially filing a complaint (or Delta was aware you contacted DOT). It's likely since your tickets were European airlines, they processed the EU 261. The compensation is 600€ so perhaps that equaled the $645 due to the exchange rate at the time.

**Biggest issue for me was when I tried to rebook, Delta had no knowledge of cancellations and it was very time consuming rebooking plus we lost one night of our paid safari.**

If the operating carrier was KLM or Air France, then you should have contacted them. Did you check in at the airport with either KLM or Air France?

kybourbon--Thanks for your response. Both departure flights (leaving US and return) were cancelled and rescheduled for following day. So, if 600 euro is going rate, I should have gotten 1200. (I'm not complaining about the 600). But the 600 makes sense for one cancelled flight.

When I got notice of the cancellations, I called both Delta and their Partner airlines to reschedule. In both instances, Delta had not been notified of the cancellations so couldn't make the change and the canceling airlines (AF/KLM) said it was up to Delta to change. In the case of the return from Nairobi (all flights were booked through Delta), the only option was to check in thru Kenya Air. Once in Amsterdam, I checked with KLM to get a seat to Raleigh, but they couldn't help me. Makes me very leery of ever traveling very far again.

Since then I have heard back from DOT who said Delta would contact me. Also, filed insurance claim for the lost safari day and extra overnight. Curious to see if they honor the claim.

Good luck Jackie!

It's not clear to me exactly what you booked and that determines whether you get EU 261 for both directions. When departing the US, did you check in with Delta or another airline? If it was Delta, you can't get EU261 as it applies to European airlines and European airports. When you are departing a European airport it applies even if on a US airline such as Delta.

** We booked flights through Delta with their partners (KLM and AirFrance). At both ends of the trip, the partner airlines cancelled the flight.**

When filing a complaint you first need to understand exactly what you booked (it's very possible you aren't entitled to what you are asking for). You have to know the difference between operated by/marketed by. Even if booking on Delta and some of the flights were KLM it would have shown in the booking process (was KLM listed as operated by or Delta?). Go back and look at your original email when you first booked the flight and find the ticket number (this is a 13 digit number - all numbers). That will tell you who you actually booked with (if Delta or any other US airline, they don't owe you EU 261 for the departure from the US because that's a European law). Delta ticket # will start with 006. I believe KLM starts with 074 and I think Air France is 057.

FWIW - US doesn't have laws like Europe to compensate for these delays when departing US.

Checked my ticket. Checked in with Delta when leaving Raleigh to Boston and ticket #starts with 006.
Per ticket, original flight out of Boston was operated by KLM to Amsterdam; original flight out of NBO to Paris was operated by Air France.

When I wrote Delta and DOT, I wasn't asking for anything. I wrote to complain about the process and not having a seat for all legs. I was surprised to get a check and was afraid it was a scam. So, maybe the 645US is for cancellations both ways. It was a pleasant surprise. Just wanted to understand it since the check came with no explanation.

Thank you for your help

**So, if 600 euro is going rate, I should have gotten 1200. (I'm not complaining about the 600). But the 600 makes sense for one cancelled flight.

When I got notice of the cancellations, I called both Delta and their Partner airlines to reschedule. In both instances, Delta had not been notified of the cancellations so couldn't make the change and the canceling airlines (AF/KLM) said it was up to Delta to change.**

How did you get notice and how long in advance? Email from Delta? FWIW - I recall reading something on Flyertalk about a delay when AF/KLM cancel a flight and when Delta could process rebooking (something about Delta having to be officially noticed by those airlines). You wouldn't get 600€ on your Delta flight from US to Europe because US laws apply, not EU's laws. I hope you did have your bank make sure the check wasn't a scam because typically you would get notice of payment.

FWIW - Biden is just announcing (today) he's trying to do something similar for US airlines.

Twitter

KB--On the flight out of Raleigh, got notified at 9am for a 5pm flight on same day; notified via KLM email . There were no other flights out that day and we lost a safari night at $626. On flight out of Nairobi, got notified the day before via Air France via email. Once again, there were no other flights until following day.

The basis of my complaint was the lack of communication between the AF/KLM and Delta. I was not asking for compensation. So surprised to see a check.
It's been a couple of weeks and my bank hasn't notified me of a scam. The envelope was from Delta; just odd that there was no explanation.

Will post back when I hear back from Delta.

Heard back from Delta today. The compensation was for the Air France flight. No mention of the KLM cancellation. (Both went thru Europe, neither originated in Europe.) The compensation rules are confusing. Letter is below.

"We’ve received your message sent to the United States Department of Transportation. They have asked us to respond to you directly.

"On-time performance is one of our top priorities and I'm sorry for the inconvenience caused by the disruption of Air France Flight 891 on March 23. While we always try our best to keep our flights operating on schedule, we also know that there will be unexpected situations that arise that will cause our flights to be delayed or canceled. When situations like this occur, we try to route our passengers to their destinations as quickly, and with as little disruption, as possible. I really understand why you’re frustrated since you were rescheduled the next day, and did not get a seat assignment on your flight from Atlanta until the last minute. I will be sure to forward your comments on to the leadership team concerned. We’ll use your feedback to help us improve our service.

Our records show that you have been in touch with my colleagues regarding your experience and I was glad to see that your concerns have been addressed and you were provided compensation. We know nothing can make up for your disappointment in our service, but we do hope you know that we regret letting you down on this occasion.

I hope we'll have the pleasure to welcome you on board a future Delta flight; we'll do our best to serve you well."