Delta app showed 6 checked bags at $0, but a couple says airport agents charged $500

The Fly Delta App put the total for a couple’s six checked bags at $0. At the airport, the travelers faced a $500 bill as they moved across the country.

Here’s what to know

The passenger who shared the experience on Reddit had Flying Blue Platinum status, while their partner had Delta Silver Medallion status. According to TheTravel, the travelers were departing Ohio’s John Glenn Columbus International Airport for Hollywood Burbank Airport, with a connection in Atlanta.

The baggage calculator showed a per-bag allowance of up to 70 pounds, the poster said. Both that tool and the Fly Delta check-in screen indicated that each traveler could check three bags for free.

The allowance agents described at the airport was two free checked bags for each traveler, according to TheTravel.

The poster said that Delta customer service initially explained that the fees were “correctly assessed based on bag weight.” The travelers had paid $300 and $200, respectively, as the check-in cutoff approached, and airport agents had encouraged them to seek reimbursement afterward.

More background

Main Cabin travel meant a 50-pound baggage limit, Delta customer service told the passenger. Only after several exchanges did it identify the three bag weights: 61, 67, and 70 pounds.

The poster said the app’s total remained at $0, but it didn’t explain why.

According to TheTravel, Delta’s published policy allows Silver Medallion members to check one bag at no charge on domestic flights, up to 70 pounds. Higher Medallion tiers receive two or three free bags, depending on their status and cabin.

The poster, who held SkyTeam Elite Plus status through Flying Blue, said they had previously checked bags weighing between 51 and 70 pounds without being charged.

Another customer in the Reddit discussion described similar confusion, saying they had insisted on “triple-checking” the system with a bag agent to avoid an unexpected fee.

What can be done?

For this couple, screenshots from the app and correspondence with customer service provided documentation for a Department of Transportation Aviation Consumer Protection complaint. The process allows you to request a review of the discrepancy and a refund.

The DOT’s rule under 14 CFR 399.88 prohibits post-purchase price increases for covered air travel, including increases in applicable baggage fees.

Its guidance specifically includes ancillary services, even when travelers do not purchase them alongside their tickets. A limited exception applies to government-imposed taxes or charges, subject to disclosure requirements.

TheTravel also identified a credit card chargeback as another option the couple could pursue using their screenshots.

“The Fly Delta check-in screen said ‘Check 3 bags for free’ for EACH passenger, with a total of $0.00,” the poster wrote. “Delta’s baggage calculator separately showed each passenger’s first, second, and third bags at $0.00, with each bag listed as eligible for up to 70 lbs.”

Where can I learn more?

The couple’s surprise baggage bill shows how hard it can be to resolve a problem with an airline, an issue many other travelers have also encountered.

• A Delta flyer spent two days seeking help after messaging support moved to its app.

• U.S. travelers may face more difficulty getting compensation for flight delays after October 19.

• JetBlue passengers saw October flights disappear while support described the cancellations as ‘phantom’.

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