Our Delta flight was super late, and because of that and not checking our luggage through to the final destination, we missed our connection. The crew and a red coat at the gate said Delta would rebook us. I made sure to tell them our connection was with a different airline. The red coat lady told us to go to the KLM desk for help since there wasn't a Delta desk at the airport, and KLM is their partner.
But at the KLM desk, three different people said they couldn't help and we had to call Delta. Calling Delta had a 90-minute wait, so we used the App Chat. The chat agent told me to rebook with the other airline and fill out a reimbursement form if there's an extra cost.
After failing to rebook with our original airline, we went back to KLM and booked there, as initially advised. No Delta option was available. I filled out the reimbursement form and sent the conversation as proof. Now Delta says they can't reimburse flights on other airlines despite their own employee's advice. They're apologizing for the wrong info but still won't reimburse. How is this even legal?
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