When you book an international vacation, the last thing you expect is for life to throw a wrench in your plans. But that’s exactly what happened to Rick and Margot, an Atlanta couple whose dream trip to Rome turned into a battle over missing airline credits. Their story, verified through communication with Delta Airlines and consumer advocacy records, serves as a cautionary tale—and a guide—for anyone who’s ever had to fight an airline for what’s rightfully theirs.

 

A Devastating Diagnosis and a Travel Nightmare

In 2022, Rick and Margot booked two round-trip tickets to Rome to celebrate the holidays abroad. But soon after, Rick received life-changing news: he had cancer. His doctor made it clear—travel was off the table. Instead of exploring Italy, Rick spent the next two years undergoing medical treatments and focusing on his recovery. During that time, the couple welcomed their son, Morgan, into the world, shifting their priorities to health and family.

 

Knowing they had spent $5,000 on airfare, Rick reached out to Delta Airlines, hoping for an extension on their travel credits. According to Delta’s published travel credit policies at the time, unused tickets are typically valid for one year, but extensions were provided through 2023 due to COVID-19 concerns. Delta initially assured Rick that the credit would be available when he was ready to rebook. But when that time came, things took a frustrating turn.

 

When Airline Credits Mysteriously Disappear

At the end of 2023, feeling well enough to travel again, Rick tried to use his Delta credits to book new flights. But when he logged into his account, he was met with a shock—there was no record of the original reservation, and therefore, there was no credit available for a new flight.

 

Confused, Rick contacted Delta’s customer service. Despite having email records confirming his extension request, Delta claimed they had no record of his original tickets, his submission, or even a case number.

 

“We followed all the procedures. Everything they asked us to do, we did,” Rick said. “And they don’t even respond.”

 

Rick and Margot’s case is a reminder that even trusted companies can make mistakes—but consumers don’t have to accept them

 

The Power of Consumer Advocacy

Frustrated and out of options, Rick turned to TrustDALE. With extensive experience resolving airline disputes, our team contacted Delta Airlines on his behalf, presenting documentation and requesting an immediate review of the case.

 

That’s when things changed.

 

After TrustDALE’s intervention, Delta acknowledged the issue. Their corporate customer service department restored the couple’s travel credits, confirming via email that the oversight had been corrected. This aligns with common industry practices where airlines may correct errors if passengers provide sufficient documentation and escalate their cases through the proper channels.

 

How to Protect Yourself from Lost Travel Credits

Rick and Margot’s experience isn’t unique. Many travelers struggle to redeem airline credits, often facing confusion over expiration dates, technical issues, or unclear airline policies. Here’s how you can avoid losing money on unused tickets:

  • Keep a Paper Trail – Save confirmation emails, case numbers, and any written communication with the airline.
  • Record Your Calls – If legally allowed in your state, record conversations with customer service agents for proof. (Georgia is a one-party consent state when it comes to recording conversations. This means that as long as one party in the conversation consents to the recording, it is legal.)
  • Get It in Writing – If an airline representative promises an extension or refund, ask them to confirm it via email.
  • Follow Up Regularly – Don’t assume your credit will be waiting for you. Check your airline account periodically to ensure it’s still there.
  • Act Quickly – If you suspect an issue, escalate it immediately. Don’t wait until the expiration date to dispute missing credits.

Additionally, the U.S. Department of Transportation provides guidelines on passenger rights, including how to file complaints when airlines fail to honor ticket policies. Understanding these protections can be crucial when dealing with disputes.

 

The Bottom Line

Rick and Margot’s case is a reminder that even trusted companies can make mistakes—but consumers don’t have to accept them. If you’re dealing with an airline, a business, or any company refusing to honor a commitment, persistence is key. And if you hit a wall, having a consumer advocate like TrustDALE in your corner can make all the difference.

 

Have you ever had an issue with airline credits or refunds? Share your experience in the comments!