[phazelton]

Hi Jim, you're entirely right - Delta's response here was second-rate. There's no question that Delta's customer service policy is to deny everything and only issue compensation when absolutely pushed to the limit. In this case, threatening legal action got me additional travel vouchers, which I agree is not consistent with the DOT law requiring monetary compensation. However, after already losing 24 hours in day-of-travel time due to Delta service incompetence, and then an additional 10 or so unpleasant hours spent on the phone and over email with Delta Customer Care, I've decided I need to move on with other priorities in my life.

Maybe I will reconsider at some point and take Delta to Small Claims for refusing to follow the law. It certainly seems the only way to get this company to do anything in a customer's favor is to pressure them with legal action. In the meantime, I will move all my business trips to Star Alliance carriers, which this year at least, have not let me down. Plus I've found United's MileagePlus program to be infinitely more generous and easy to use than Delta's SkyMiles program.

And no, I've not heard back from the DOT regarding my complaint. Thanks again for your help Jim and Gromit.