Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a ticket for my boyfriend who was in Dutch harbor Alaska to fly to anchorage alaska . He had went to the airport in ************ to fly with Raven they stated there was no ticket for him and when I called they canceled the ticket stating he no showed. Even though he was at the airport . When I had called to talk to a representative at the ******************** she stated yes ravn flys here but its in another area of the airport . I was talking to a lady with ****************** . So she gave me number for ravn and told me to call them . When I called I spoke with a ***** and she stated yes it looks as though his ticket was canceled as a no show I explained he was in the airport but apparently not where he should be. She never explained to me that they do not fly out of Dutch harbor my ticket was for Unakleet not Unalaska . ***** never explained to me that they dont fly out of Dutch harbor and they only fly out of anchorage etc never said to reschedule this flight Im waving a cancellation fee just rescheduled it for next day and told me to have him there early so flight not canceled . When I found out as he went there second day that this ticket is for Unakleet and not for Unalaska and the difference I was so upset . They was rude and said no refund it was an honest mistake Im not from Alaska to know the difference they issued me a voucher but a non working voucher for only to fly with them for the 635 . I said I have no use for it just need refunded to get my boyfriend home . They stated they explained a bunch of stuff to me that was not explained I feel ***** typed a bunch of lies to cover her **** . If Id known all this Id never of had her reschedule the flight for following day . Now I have a voucher I cant use because its only for Alaska flights and its a non working voucher . They are liars and customer service is horrible . When asked for someone higher than manager ***** they basically said no refund . I never got phone call all email

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought round trip tickets for myself and a companion to travel to ***** from ********* in July of 2024. My companion was unable to travel due to Covid. **** gave a credit for the unused ticket that was good for 1 year. I travel to ***** yearly to visit my siblings ( I live in **) I was planning to use my credit to purchase my tickets this year. My sister notified me that Ravn suddenly stopped flying to and from ***** on 3/4/25 ( She had tickets for 3/6/25 and was not notified by the airline) I have tried calling repeatedly, left my number for callback several times and sent email. I have not been able to reach anyone or gotten any response.

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flight booked with Ravn air. When I arrived to the airport at 7:05 am for my 8:30 flight, there was no one at the baggage desk to check my luggage or print me off a boarding pass that showed that I had a lap child. Because my boarding pass didnt show a lap child, I could not go through TSA with my daughter. This caused me to not be able to make my flight and have to purchase another for me, my husband and daughter.

  Business Response

  Date: 03/13/2024

  This matter was resolved via our Commercial Chief Officer and ****** husband ******. They where provided reimbursement for travel on Southwest as well as shipment of stroller to their residence. 

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a First Class fare tier from ********* ** to ******* ** on 02/06/2024 for travel on 02/09/2024 and return flight 02/12/2024 with Economy Preferred fare tier.The cost was $228 for and my brother ****** purchased First Class both ways for $298 As shown in the attachment, it was advertised that we would be getting a gourmet meal and premium drinks on the First Class tier and 2 alcoholic beverages on the Economy Preferred tier.On the trip to ******* and return trip we were offered and given Sun Chips, a Nutribar, and a cookie and when asked about the Premium Drinks were told sorry we do not have a liquor license. We purchased upgraded seats assuming we would have a meal on an almost 5 hour flight(First Class) and 2 alcoholic drinks on our flight which was advertised. We feel we should be compensated for those advertised amenities we did not receive.I also submitted a survey stating this to New Pacific and they have not responded.

  Business Response

  Date: 02/26/2024

  Dear *******,

   

  We have reached out to you via our company email to resolve this matter. Please feel free to respond to that email if you have any questions. 

   

  We apologize for the inconvenience this has caused you. 

   

  Thank you,

   

  New Pacific Customer Support

  Customer Answer

  Date: 02/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ravn Alaska has discontinued flights from ***** to ********* Alaska and will not refund vouchers that are now not able to be used for flights to and from ***** and *********. I live in Kenai, Alaska. The next closest town with an airport is *********, Alaska. I can drive the distance but then I would have to drive back as well and therefore cannot use the vouchers. They are now useless to me and is nearly $400 of my money that they cannot provide me services for. I was happy to have the vouchers to use provided they could continue providing me services to use them on, but now that there are no services I can use, they are useless and I have no refund or service to show for.

  Business Response

  Date: 10/19/2023

  Good Afternoon,

  Per our policies, vouchers cannot be refunded unfortunately. A passenger can acquire a voucher by voluntarily cancelling or changing a non-refundable ticket and receiving the voucher as a gift from Ravn, specifically on birthdays, as we send out a voucher to each of our passengers on their birthdays as a special gift. When a passengers initially books a reservation, they are asked if they would like to purchase the refundable or non-refundable fare, and the information is available to look over before making the purchase. A refundable fare can be refunded back to the original form of payment if cancelled voluntarily by the passengers, and a non-refundable fare will be refunded back to a voucher which will get good for one calendar year. The vouchers in ******************************* account are accumulated from past trips that she cancelled voluntarily. Our company is not discontinuing our flights overall, just no longer flying into *********. Our vouchers are not route specific and can be used for travel to and from any of our other destinations, including *****, which is the closest airport to *****. Our vouchers are also transferrable and can be used by family, friends, coworkers, ect. 

  More information regarding our policies and procedures can be found on our website under our Contract of Carriage, and I have attached the link for reference as well.

  ****************************************

  Thank you, all the best,

  Ravn Customer Care

   

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20733642
  
  I am rejecting this response because: Traveling 2 hours in the opposite direction of my destination is ludicrous. I was happy to have vouchers for flights to and from *****-*********. I accepted the vouchers with the intent to use them for services that were available and convenient. Now the services are no longer available, and the vouchers are useless to me. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket for $130 in June of 2023. Due to flight cancellations on a flight from ****** to *********, I changed my flight to a November date. Somehow, the airline issued a $20 voucher for me to use on future flights because their fees changed to $110. I was never notified of this voucher being issued. I booked a flight for Nov 11, 2023 and used my unused ticket. The airline cancelled their service to ***** without notifying me until 10/11/2023. They do not want to issue a refund for the voucher, only for the $110. They claim the ticket is non refundable but if they cancelled their service completely. I will not be able to use that voucher at all. If they discontinued a service, I believe I deserve a full refund. I did not make the cancellation. They did.

  Business Response

  Date: 10/19/2023

  Good Morning,

  Per our policies, we are unable to refund vouchers. Vouchers are issued when a non-refundable tickets is purchased, and then voluntarily changed or cancelled by the passenger. ************************* was issued a voucher because she changed her non-refundable ticket from July 22nd 2023 to November 4th 2023 and this was done on July 22nd 2023. The November ticket was $20.01 cheaper than the original ticket purchased, therefore since it was a non-refundable ticket, the refund was issued to a voucher, per our policies. An email is automatically sent out each time a change is made to a reservation, and that voucher refund information is a part of that as well, and we show that was sent out on July 22nd 2023. 

  Due to our company discontinuing our services in and out of *****, **, we had to contact all of our passengers and either refund their tickets or reroute them if applicable. We were made aware of the decision on October 6th 2023, and immediately started calling the ****+ passengers that were going to be affected, as our last day flying to this destination is October 20th 2023. When we contacted *****, we were able to refund to the original form of payment, which was $110 for this November 4th ticket. The $20.01 was already put on a voucher in July, and has no correlation to the November reservation we cancelled. Our vouchers are a form of credit with our company and can be used for any destinations we fly, as well as baggage fees. They are transferrable as well, which means family, friends, coworkers, ect. can use them as well.

  We do understand the frustrations and apologize about that, and the decision to ************** ***** was a hard one for our company as well. We are a business too though and in order to continue operating in a professional and ethical manner, we had to run the numbers and look at was were gaining vs losing by continuing to fly to this destination. The information regarding our refund, voucher, and cancellation policies are located in our Contract of Carriage on our website. I have attached the link as well. ****************************************

  Please let us know if there is anything else we can provide. 

  Thank you, all the best,

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had flight scheduled to leave ***** alaska Sunday Aug 31st was called Friday now to let know it was canceled and told there were no other flights untill Monday evening. I got online and booked one for Friday evening even though they told me none were available. This change shortened my trip by a day and cost me 475$ fishing trip that had been booked for 8 months. Talking to ravn they have been very unhelpful and keep saying they don't have to accommodate anything based on contract verbage. I then told them that they were responsible to give a reason for flight cancelation and 2 days later there reason was for "irregular operations" this in my opinion is unacceptable and this company is being very fraudulent to there customers.

  Business Response

  Date: 08/02/2022

  The customer's original flight was canceled due to irregular operations and was re-accommodated for a flight on Monday, August 1 instead. Unfortunately, that flight was too late for him so he purchased a new ticket. His original booking was reimbursed to him in full, although, his baggage fees from that trip were carried over to his new booking. The customer did not pay additional fees for baggage. His formal complaint that was submitted through our Help Desk described of incurred fees from his fishing trip in which he had to pay out of pocket. Unfortunately, we are not liable nor obligated to compensate on fees other than the purchases made directly with Ravn Alaska. His original trip was reimbursed in full and his baggage fees were transferred over on to his other paid flight. There are no additional fees in which he's owed.

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17654943
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* that added baggage fees of 170$ I had to pay because I had freight set up to take my boxes however was not able to make the prepaid accommodations because It had to be dropped off Sunday not saturday

• Initial Complaint

  Date:06/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled from AKN to ANC on Ravn Alaska on July 23, 2022. My metal pull up handle on the suitcase was broken while in transit so I filed a claim as the airport, as soon as it came off the conveyor belt. The conveyor belt is maybe 15 ft away so I didn't go anywhere yet and the Ravn clerk saw my surprise when I noticed it had been broken. She assisted me in filing the claim. It has now been one week and after not hearing any news from RAVN, I emailed inquiring about the claim. A few minutes ago I received the following email message: We have received your claim for damage to your suitcase and are very sorry to hear about the damage. Please provide proof of purchase as required For any items valued at $100.00 USD or more, verification of price and ownership is required. Attach copies of receipts, invoices, cancelled checks, credit card statements or other proofs of purchase. I attempted to call as how does someone clearly show they "own" the suitcase, other than the claim I summited. Who also keeps a receipt for a suitcase that is about 1 year old but hardly ever used? Their request to assist me in this claim is ludicrous and totally unprofessional. I should not have had to reach out to them for a response to my claim, as they should have reached out to me. Also the phone # on the reps ********* block in my effort to call them regarding my received response this morning, " the # is no longer in service". This is terrible customer service and I expect more from RAVN as a paying customer. Thank you for your time and attention in getting this issue resolved.

  Business Response

  Date: 07/06/2022

  To whom it may concern,
  
  
  We received ****************** complaint on June 24/2022 and he was responded to by our claims department on 6/30/2022. As per our contract of carriage,  Liability for the loss of, damage to or delay in delivery of a Passengers personal property, including Baggage, when such personal property or Baggage has been checked (unless a higher value is declared in advance and additional charges are paid and personal property is not otherwise exclude able), is limited to USD $3,500.00 per Ticketed Passenger. Passenger will be responsible for documenting and proving the actual value of the loss. Ravn shall not be liable for any consequential damages arising from the loss of, damage to or delay in delivery of Baggage.
  Ravn assumes no responsibility or liability for Baggage or other items carried in the Passenger compartment of the aircraft. In the case of lost, damage to or delay in delivery of a Passengers personal property, including Baggage, a preliminary notice of claim must be submitted to Ravn by the passenger within four hours after arrival of the flight on which the Baggage was or was to be transported. In the event of failure to give such preliminary notice of claim (absent extraordinary circumstances to be determined at Ravn discretion), no action shall lie against Ravn.

   

  Our damage claim form also states that it could take 4-6 weeks for us to process these claims. We do apologize that he could not connect with our claims department. However, we have a toll free number on our website that passengers can use to contact us and we could transfer him to the correct number. If you have any further questions please feel free to reach out to our customer care department at ************.

  Customer Answer

  Date: 07/06/2022

   
  Complaint: 17506513
  
  I am rejecting this response because: I filled out a claim and spoke with the claims staff at the baggage claim.  I had to reach out to claims as she had not contacted me as the **** claims clerk at the airport told me she would.  I was traveling on to my destination the next day and was told I would be receiving a response later in the day or the next morning.  After no call after 1 week, I called clims to find out the telephone # was no longer in service so I emailed her:

   

  Her Response: Her response was: We have received your claim for damage to your suitcase and are very sorry to hear about the damage.  Please provide proof of purchase as required For any items valued at $100.00 USD or more, verification of price and ownership is required.  Attach copies of receipts, invoices, cancelled checks, credit card statements or other proofs of purchase.  

   

  My response:

  ********************,
  
  The phone you have listed in your signature block is no longer in service, although I attempted several times in calling you.  I have contacted the BBB and filed a complaint in the below claim as I should not have had to contact you after a week of no response from **** regarding my claim and your response to my inquiry doesn't even make sense, as other than my claim, how does anyone prove it is my suitcase or even have a receipt after almost a year in which most of that time the suitcase sat in a closet?  The **** clerk was able to notice my surprise at the broken suitcase as she was less than 20 feet away when I retrieved it off of the conveyor belt. This is terrible customer service and your response in this matter was very unprofessional.

   

  I do have the whole of the email thread if needed but this is frustrating how customer service has once again failed with ****.

  Sincerely,
  
  Jan ***************