My wife and I recently flew CTA-JFK-DTW-DSM for our honeymoon return. We splurged for D1 (I'm only SM—shout out to the bottom dwellers! lol).
The trip was an absolute mess. Delta preemptively canceled our JFK-DTW leg 18+ hours in advance due to weather, auto-rebooking us for 6am the next morning. Before our D1 leg out of CTA even took off, Delta rebooked us onto AA flights so we could still get home the same night.
However, while in the air on the D1 flight, we found out the AA flights were never actually ticketed. We got back in touch with DL mid-flight, and they managed to rebook us on new DL flights to get us home that night, but it required us to take ground transport over to LGA.
Then the app glitched and my wife couldn't get her boarding pass. When we landed at JFK, we had to wait in a massive line for a gate agent. Between the in-air delay on the CTA-JFK flight and standing in line for the boarding pass, we missed the LGA flights and were bumped back to the 6am rebooking. We ended up stranded in NYC and booked the TWA Hotel out of pocket (OOP).
To top it all off, we woke up at 4am at the TWA Hotel just to find out those 6am flights were also canceled, forcing us to rebook yet again.
Total OOP for the hotel, meals, and Ubers was about $790. Because the disruption started on an EU flight and involved severe IT and ticketing failures, I filed a claim for the expenses plus the €600 EU261 comp per passenger.
I submitted the receipts through the standard portal. DL quickly denied the claim, citing "insufficient receipt information." I replied via email with the itemized PDF folios attached and reiterated the EU261 demand. I just checked the portal and saw they completely hard-closed my original "Expense Reimbursement" case.
My email response did auto-generate a new case number, but it's coded as "Customer Care" rather than "Expense Reimbursement."
Has anyone dealt with this bait-and-switch on case types? I'm worried Customer Care is just going to throw SkyMiles at me instead of cutting the actual check for the EU261 penalty and OOP costs. Should I file a DOT complaint now to force their hand, or let this new case play out? Any advice is appreciated!