RDU passenger's hotel voucher gets declined after Delta cancels flight

A passenger at Raleigh-Durham International Airport was left footing the bill for a hotel after his flight got canceled due to mechanical issues.

When Thomas Forsyth’s Delta flight from Raleigh to Orlando got canceled, the airline gave him a hotel voucher. However, it got declined at a nearby Days Inn.

Forsyth said he called Delta for help, but none came.

“They said I had to talk to someone at the airport,” Forsyth said. “I asked, ‘[can] give me the number? Who do I call? What number do I call?’

“[A spokesperson said], ‘oh, we don't know.’”

Delta issued a statement about the cancellation.

“Durham to Orlando on Sunday, which canceled following a maintenance issue pertaining to an aircraft cargo door,” the statement reads. “As Delta worked to reaccommodate customers on to alternate flights, customers were offered meal and hotel vouchers, in addition to SkyMiles as a gesture of further apology for their experience.”

Forsyth said he had taken a cruise from Florida to Canada. He and his wife were on their way home to Florida. The last leg of their journey got canceled due to the plane’s mechanical issues.

“Everyone was getting the same story,” Forsyth said. “You have to pay with your card and try go get reimbursement from Delta because their card was declined over and over."

Forsyth paid the $80 for the hotel. He said money wasn’t really the issue.

“It's the fact that Delta gave you this and told you where to go,” Forsyth said. “Then, when it doesn't work, no matter what Delta number you call and the clerk, going through her system, trying to chat someone and ask for a supervisor, [you] can't get anybody. Nobody knows."

Airline passengers do have rights, but many customer service issues are up to individual airlines.

The United States Department of Transportation has an Airline Customer Service Dashboard. It shows these policies like compensating hotels during overnight cancellations.

“This is one of the things that they promised to travelers,” said Going.com founder Scott Keyes. “It's one of the reasons folks are willing to pay a little bit extra to fly an airline like Delta.”

Keys said if you find yourself in a situation like the Forsyths, pay for the hotel with the same credit card you booked the flight with and to keep all receipts.

"Many credit cards, unbeknownst to travelers, automatically carry certain travel protections, including covering your bill for an overnight hotel stay if your flight gets delayed or canceled,” Keys said.

Forsyth said it was a disappointing end to a wonderful vacation.

"Certainly, it doesn't show that that they don't have a very large amount of respect customer base," Forsyth said.