Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

This profile includes complaints for Alaska Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

619 total complaints in the last 3 years.
202 complaints closed in the last 12 months.

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Submit a Complaint

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:01/15/2025
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.
On December 19th 2024 I had a flight that I booked through Alaska Airlines for American Airlines Flight #****, the flight was originally at 509am and was delayed until 909am the first time and then delayed until 12pm and then delayed until 3pm. I ended up having to book a flight through Southwest Airlines for $509 due to I needed to be home and my flight kept being delayed and I thought it would be eventually cancelled. I have talked to Alaska Airlines 4 times and American Airlines 4 times, they both tell me it is the other Airlines problem and I have yet to receive any compensation for having to book another flight. Please help me with this.
Business Response
Date: 01/16/2025

January 16, 2025

Dear *****,

Thank you for sharing your concerns with the Better Business Bureau regarding your flight on American Airlines from MCI-PDX. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

I was very sorry to hear that American's flight was delayed continuously and you needed to purchase another ticket to get to ********* I did see that we refunded your mileage for that ticket even though an airline will always find a way to accommodate you although it might be in the timeframe you need. Unfortunately, we do not compensate for another airline's delay even if we are partners. American really does need to compensate you. I am so very sorry.

*****, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***** ******
Customer Care Specialist

Reference#: ********
Customer Answer
Date: 01/16/2025

Complaint: 22815108

I am rejecting this response because: I have spoke to American Airlines and they say the same thing that they are not responsible, because I booked it with Alaska airlines, I also submitted a complaint with the **************************** and next will be the Washington State Attorney General.

Sincerely,

***** *******
Initial Complaint
Date:01/13/2025
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.
Alaska Airlines states on their website to check in your luggage on domestic flights 50 minutes early.. We arrived over an hour early and no one was at the check in area, and when someone showed up about 3 minutes later she said "youneeded to check in 2 1/2hours ago, even tho we were over an hour before the flight leaves. So unfair to put in print one thing, and to change their minds when showing up 70 minutes early and after speaking with management/supervisors were told they couldn't help us because we were too late. No compensation or responsibility on their part for publishing something that was inaccurate.
Business Response
Date: 01/14/2025

January 14, 2025

Dear *******,

Thank you for sharing your concerns regarding your flight from ********* to ******* on January 13th. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

Because our customers count on us for an orderly and on-time departure, we have instituted a check-in procedure that requires our customers to be checked in at a minimum of fifty minutes prior to the scheduled departure time and available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure time. At ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departure. There may be stricter airport-specific check-in procedures that vary from airport-to-airport; therefore, we always recommend reviewing our Traveling with us on *********************** prior to your flight for the most up-to-date information. Allowing customers to check-in late may delay the flight, as it affects many behind-the-scenes fuel, baggage, and weight-and-balance calculations being performed by our pilots and dispatch personnel. Therefore, in fairness to all our customers, we must respectfully decline late check-in attempts.

I did check with our Cleveland Station manager and he advised he was at the check in counter supervising his agents and they did not leave the counter until 40 minutes prior to departure. Our website states that you need to arrive 1 hour prior to departure if you are checking bags. The agent you said advised the other customers they needed to arrive 2-1/2 hours prior was wrong. We only request that for international flights.

*******, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***** ******
Customer Care Specialist

Reference#: ********
Initial Complaint
Date:01/12/2025
Type:Billing 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.
My Alaska airline account ********* was flagged as fraud by Alaska years ago and the miles were confiscated. They don't like people to earn miles through cobranded credit card purchase and redeem for award travel. Recently, due to the newly merge with Hawaii airline and keep receiving marketing email from Alaska airline, I tried to re-establish the relationship by opening a new *************** credit card, and it turns out that my new Alaska account ********* was locked again. Looks like Alaska likes to ban for life as I have not done anything with the new opened ********** It is not a normal business practice for Alaska to close my old account just because they feel there is fraud involved (i.e. nothing happened here). To me, it looks like they just want to confiscate the miles and make their bottom line better.2) It is ridiculous to flag my new account again after such a long time. I need Alaska airline to reestablish my accounts and return the left miles in my account. Thanks
Business Response
Date: 01/13/2025

January 13, 2025

Dear Qinfeng,

Thank you for your correspondence to the Better Business Bureau regarding your new Mileage Plan account. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.

As you have been advised multiple times, you are not allowed to have a Mileage Plan account with ********************** due to not complying with the Terms and Conditions of the Mileage Plan. You may reach out to our ***************************** if you want to pursue this. They can be reached at ************************************************************************************.

Thank you for your email.

Sincerely,

***** ******
Customer Care Specialist

Reference#: ********
Initial Complaint
Date:01/11/2025
Type:Customer Service 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 booked flights on Alaska Airlines online with points and the points were redeemed but the airline tickets were not delivered. I called customer ********************** and they were not able to help me. When I clarified that my miles were stolen, which by definition they were taken by Alaska and a product was not delivered, the customer ********************** agent yelled at me and refused to help me with the reservation. When I pointed out that half of my family was booked with dollars she said I would need to call back the next day when the available flights may change. When I clarified that Alaska had in fact stolen my points and was leaving me with no compensation or service she yelled at me that the points were not stolen that I been the one who booked the tickets, even though there were no tickets. She hung up on me in the end without offering me any reassurance or compensation. My miles are still missing, almost ****** and I am unable to secure tickets for the remaining members of my family. The call happened this evening, Jan 10, 2025 at 8:45 using my phone number. There was a message that the call would be recorded. The *** did not disclose her name, but I've never been treated with such hostility by an Alaska *** before. I do have photos of both the miles that should be available and the miles that Alaska stole (four transactions for the tickets I tried to purchase and an extra flight).
Business Response
Date: 01/11/2025

January 11, 2025

Dear *****,

Thank you for sharing your concerns with the Better Business Bureau regarding the tickets you redeemed miles for travel in March. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
I am sorry that there was a booking error which necessitated your having to call our *********************** to work it out. In addition, I am sorry our agent was not helpful and I will have the call pulled.

It was good to see, however, that an agent in ***** was able to fix the issue and your tickets are in good standing right now. In addition, the also provided you with a $50 Discount Code for the trouble.

*****, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***** ******
Customer Care Specialist

Reference#: 10761236
Initial Complaint
Date:01/08/2025
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 am writing to formally complain about the mishandling of my checked luggage during my recent travel with Alaska Airlines. This incident represents a significant failure in your service and has caused me serious distress.Incident Details Date:12/28 Incident Number: SEAAS26237095 Police Case Number: 24-096536 Key Issues Luggage Misdelivery:Despite being properly tagged with my name and QR code, my luggage was incorrectly delivered to another individual.Misinformation from Staff:Your team initially assured me my luggage was secure, only to later claim another passenger might have taken it. This miscommunication wasted my time and evaded responsibility.Time Wasted:Resolving this issue required over two hours at the baggage service counter and a further delay of six hours to retrieve my luggage, disrupting my plans.High-Value and Critical Contents:My luggage contained diamond jewelry and essential medication, whose absence posed both financial distress and a health risk.Police Involvement:The severity of this incident compelled me to file a police report.Desired Resolution I demand:A formal written apology.Compensation for the delay per your baggage policy.Additional compensation for wasted time, stress, and health risks.A full investigation and assurance of measures to prevent such incidents.
Business Response
Date: 01/10/2025

January 10, 2025

Dear Chenying,

This is in response to your BBB Complaint #********. Thank you for taking the time to contact us regarding the mishandling of your luggage during your recent travel with Alaska Airlines on December 28th. I am truly sorry to hear about the distress and inconvenience this incident has caused you, and I appreciate the opportunity to address your concerns.

In a review of your claim, I discovered that when you initially reported your luggage as delayed the agents advised you that there was a potential bag swap, this means that another passenger may have mistakenly picked up your bag at the carousel instead of their own. Typically there is no malintent when this happens, as many pieces of luggage look similar. However, I am glad to hear that you were able to file a police report with the Port Authorities in ******* as we always recommend our guests create a police report if they believe any criminal activity has occurred.

Our records indicate that your luggage was delivered to the front desk of the hotel you were staying at in *******, as requested. There is no record of your luggage being delivered to another guest. I apologize for any confusion and want to assure you that we verify delivery addresses with our guests over the phone or with their digital delay file before sending any bags out for delivery.

Regarding the high-value and critical contents of your luggage, including diamond jewelry and essential medication, I understand the significant financial distress and health risks this situation posed, and I sincerely apologize. High-value items, such as your diamond jewelry and medications, are considered unsuitable for checked luggage and we encourage our guests to carry on these items whenever possible. If you would like to review our policies around checked luggage you can click here.

In response to your demand for a formal written apology, please accept this letter as our sincere apology for the mishandling of your luggage and the issues that ensued. We are committed to improving our service, and I have shared your experience with our Station Managers in ******* for review. I sincerely believe that by doing so we will be able to provide you and other guests with better service in the future.

I am glad to see that our team in ******* was able to provide you with 4000 bonus miles for the delay in your luggage, however, I understand that you are requesting more compensation. I am unable to offer further compensation as 4000 bonus miles is consistent with the amount we would typically offer for a delay of this length.

I would also like to offer to cover any reasonable or necessary clothing and toiletry expenses you incurred while your luggage was delayed. You can submit receipts from these expenses by replying directly to this email with the receipts in JPEG or PDF format.

I have also shared your experience with the long wait times to receive assistance in ******* with our Seattle Station managers. During peak travel seasons, wait times for assistance can be longer and I sincerely apologize for the inconvenience that this has caused you.

In closing, I want to reiterate our commitment to providing you with the quality service you expect from Alaska Airlines. We value your patronage and hope to restore your confidence in our airline with your future travel plans.

Sincerely,

Catie
Central Baggage Services

Reference#: 10710039
Incident#: SEAAS26237095

Customer Answer
Date: 01/10/2025

Complaint: 22784626

I am rejecting this response because:

Dear *****,

Thank you for your response regarding the mishandling of my luggage on December 28th. While I appreciate your efforts to address my concerns, I must clarify several inaccuracies in your response and reiterate the severity of this incident.

1. System Records vs. Reality

Your records state that my luggage was delivered directly to the front desk of my hotel. However, this is factually incorrect. Based on my AirTag tracking, my luggage was taken to a private residence shortly after I deplaned. The AirTag clearly showed the exact location of my suitcase, which was not my hotel but someone elses home.

2. Admission by Alaska Airlines

Following my police report, I received a call from the investigating officer, who informed me that Alaska Airlines admitted to delivering my luggage to another passenger whose surname is ****. The officer also confirmed that Alaska Airlines took photos of the bag before delivering it, and the bag in those photos matched my suitcase (I sent a photo of my suitcase to the police). This confirms that my luggage was misdelivered and not the result of a bag swap at the carousel.

If you have any doubts regarding this, I strongly suggest you contact the investigating officer handling this case. The police case number is 24-096536, and I trust their report will provide additional clarity.

3. Continued Deflection and Inadequate Compensation

Your response minimizes the severity of this situation by describing it as a mere bag swap, which it clearly was not. Alaska Airlines negligence caused me significant distress, wasted time, and health risks due to delayed access to essential medication. Offering ***** bonus miles as compensation for such a serious error is wholly insufficient and feels dismissive.

4. Next Steps

If Alaska Airlines continues to deflect responsibility and refuses to provide adequate compensation, I will escalate this matter further. I am prepared to:
Keep complaint with the BBB
Pursue this matter through small claims court, where I will seek compensation for the financial and emotional toll this incident has caused.

5. My Request

I request the following:
1.Acknowledgment of Alaska Airlines negligence in misdelivering my luggage.
2.Adequate compensation that reflects the value of the items in my luggage, the time wasted, and the emotional distress caused.
3.A thorough review of this incident and written assurance that steps will be taken to prevent similar occurrences in the future.

I hope Alaska Airlines will take this opportunity to rectify its error and resolve this matter amicably. Please respond promptly to confirm your next steps.

Reference#: 10710039
Incident#: SEAAS26237095

Sincerely,
******** ****
Business Response
Date: 01/22/2025

January 22, 2025

Dear Chenying,

This is in response to your BBB Complaint #********. thank you for taking the time to reply to my email, I appreciate the additional information you provided.

I contacted the Port of ************************* to get a copy of the police report and provided your name and case number, 24-096536. Unfortunately, the records department advised me that they could not find a case associated with that name or case number. I am continuing to look into this so that we can provide you with an adequate resolution, but without further documentation, I can only use the information I have available to me in our record of our case which indicates your luggage was only delivered to the address you provided.

If you have any copies of the police report please reply to this with a copy of the report in JPEG or PDF format, so that I can further research your case. The records department at the *************** has also assured me that they will contact me if they find anything, however, they did not provide any time frame.

As mentioned in my previous response, I have shared the incident with our Seattle Station Managers for review. I have also reached out to see if any of the agents recall this incident and can provide further information on what happened. If we receive any response regarding this please know that I will reach out via email to the email address we have available, ********************************.

While I cannot offer more mileage or a discount code until we get further documentation on the incident, the offer still stands to cover any reasonable and necessary clothing and toiletry expenses you incurred while your luggage was delayed. As mentioned in my last response, you can provide these by replying with receipts from these purchases in JPEG or PDF format.

I recognize how frustrating and inconvenient this situation has been for you, and I sincerely apologize. I look forward to hearing from you soon so that we can provide you with an adequate resolution.

Sincerely,

Catie
Central Baggage Services

Reference#: 10710039
Incident#: SEAAS26237095
Initial Complaint
Date:01/07/2025
Type:Sales and Advertising 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.
I experienced a canceled flight due to maintenance, on the day, I had different representatives trying to help rebook my flights. I had two different bookings because the second flight they booked me on was also further delayed. They then had to book me on a flight with **************. One of the **** advised me to keep my receipts for expenses encountered to later be reimbursed. As advised, after the trip I spoke to two different representatives that advised they were submitting the expenses for reimbursement. The first rep did not do it properly (the second rep mentioned), so the second rep said she would make sure it was submitted properly. I received a confirmation email Reference#: ******** and was supposed to hear back 3-5 business days from ***************************************** but it's been over two weeks. I'm just looking to get this resolved as the cancelation messaged up a full day of travel for me. Here is the email message I sent to the second representative and the attachments. I am submitting my travel expenses for reimbursement following the cancellation of my flight due to maintenance issues. The disruption caused me to miss my initial ****** reservation, requiring me to book a hotel room for the night. Additionally, I incurred a garage fee, lost a day on my car rental, and had to rely on ***** which was not part of my original plan. I have not included any meal expenses in this claim.Attached are my receipts and a detailed breakdown of the expenses for which I am requesting reimbursement. Please let me know if you need any further information or documentation.Rental car first day - ***** ****** first night - ****** Garage fee - 36 ****** ***** Total for 12/12/24: $387.58
Business Response
Date: 01/09/2025

January 9, 2025

Dear ******,

I appreciate that you took the time to contact the Better Business Bureau regarding your recent flight.

In reviewing your concerns, I do see that you contacted our ************************ and the matter has been resolved.

As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

Sincerely,

***** ******
Customer Care Specialist

Reference#: ********
Customer Answer
Date: 01/09/2025

Complaint: 22781788
I have not received a follow up on this case, so not sure how you are seeing this has been resolved. That is the reason why I'm submitting the complain here because I never received the email for the refund like the representative advised I would.

****** ******
Business Response
Date: 01/22/2025
January 22, 2025

Dear ******,

Thank you for your email submitted through the Better Business Bureau.

Upon my review I see that you were sent an email on 1/12/2025 advising you of your reimbursement. Please see the below email.

Sincerely,

*****
Customer Care Representative II

Reference#: ********

Alaska Air Logo

January 12, 2025

Dear ******,

Thank you for your patience. There was an error with the Payout request. I have issued the new request below.

Thank you for providing your rental car, parking, **** and ****** receipts receipt(s) for review. We have submitted your request to our ********************* for a reimbursement in the amount of $387.58. An email confirmation from ***************************************** will be sent to the email address of ************************* with additional details regarding how to claim the reimbursement directly to your debit card.

Due to time restrictions this email may take up to 3-5 days to receive (depending on your browser settings we recommend that you also review your junk mail folder).

Please be advised to ensure your reimbursement is processed in a timely manner Alaska has partnered with a bank-grade secure platform called Payout Network for instant payouts. This platform leverages PCI-compliant data storage and a 3rd party vault to keep card data secure and anonymized. We can assure you that your card and information is secure and safe. For further details on this process please click on this link FAQ.

Sincerely,

*****
Customer Care Representative

Reference#: ********
Customer Answer
Date: 01/22/2025

Better Business Bureau:

Yes, that email came after my response saying the case was resolved as it was not initially.
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:01/07/2025
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.
On July 22 2024, I was issued $250 Discount Codes for each of the airline tickets I purchased which totaled $1500 (6 tickets). I was told I had to use them within a year. When I went to utilize these discount codes for my next travel, I found out that you can only use one discount code per transaction. The reason we flew with Alaska Airlines was because of their companion fare deal. However, now that we want to book with them and use the companion fare, I am not allowed to use the other $1500 promised to me for being stranded in ********* Alaska for 2 days with a 78 year mom and three teens where we had to sleep in an airport overnight and lost 4 days of work between my husband and I. It was horrible. Now I will not be compensated at all. I have contacted them today. I was on the phone for over 2 hours to no avail. They will not combine the codes or help me in any way. I feel that the $1500 that was promised to me for the cancelation of the flight was misleading and false advertising. I cannot use the discount as I would like and they will expire before I will travel again. I have spoken to a supervisor and they would not do anything to resolve my problem. If I cannot use this compensation, I at least want others to know about the deception and not to use Alaska Airlines for travel.
Business Response
Date: 01/08/2025

January 8, 2025

Dear *******,

Thank you for your email to the Better Business Bureau regarding the Discount Codes you received in July. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.

If you would please provide the reference number for your Discount Codes, it should be at the bottom of the email you received that contained the Discount Codes. Once I receive that information, I will be happy to see what I can do for you.

As always, thank you for flying with us. We look forward to your reply.

Sincerely,

***** ******
Customer Care Specialist

Reference#: ********
Customer Answer
Date: 01/08/2025

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.
I had emailed yesterday that I wanted to close the case because I was able to figure out a workaround on my own after being on the phone over two hours with them. I had to do 7 separate transactions but I was able to use the $1500 which is all I wanted to do but no one would help me figure it out.

Sincerely,

******* *********
Initial Complaint
Date:01/06/2025
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.
January 5, 2025 Xxxxxxx Xxxxxx xxxx x Xxxxxxxx ** X** x** X** Xxxxxxx, ** xxxxx Alaska Airlines ***************************************** To Whom It May Concern,I have recently made a purchase for a flight ticket with Alaska Airlines Flight number 3332. This flight is from *******, ********** to *****, ********** for Monday December 23, 2024. The confirmation number is XXXXXX and the mileage plan number is XXXXXXXXX.The price that I have paid for this flight ticket is $209.11. However, Immediately after purchasing the flight tickets, I noticed that the price for this exact same flight number, date and time had decreased/dropped and was currently $173.10. Due to the recent price change/drop, I am writing to request a refund or a credit in the amount of $36.01 for the price difference. Please refund/credit this amount to my original form of payment.According to the ********************************* Policy/ Regulations:If you find a lower price for the same flight, you can request a refund of the difference. It must be for the same flight number, itinerary, cabin, and date of travel.Please respond and let me know when I should expect to receive the refund/credit in the amount of $36.01 back to my original form of payment.Sincerely,Xxxxxxx Xxxxxx *********************
Business Response
Date: 01/07/2025

January 7, 2025

Dear *******,

Thank you for your email to the Better Business Bureau regarding confirmation SFYTCT. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

In reviewing your concerns, I see that you already reached out to our ************* Team and were advised that your tickets do not qualify for our Low Price Guarantee. My apologies but what you were advised was correct.

*******, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***** ******
************* Specialist

Reference#: ********
Customer Answer
Date: 01/12/2025
Complaint: 22772136
January 11, 2025

Xxxxxxx ***************************** ** X** xxx
Xxx Xxxxxxx, ** xxxxx

Alaska Airlines
*********************************************

To Whom It May Concern,

I am writing in response to a letter sent on January 7, 2025 from Alaska Airlines. I would like to notify Alaska Airlines that I am rejecting their response, and that I am unsatisfied with their efforts to resolve this issue.

The information given in your response letter stating that "your tickets do not qualify for our Low Price Guarantee" appear to be false and misleading, and do not adhere to the Alaska Airlines Price guarantee terms and conditions that are listed on your company's website, that states-

Alaska Airlines Price guarantee terms and conditions:

"Our price guarantee.Finding the best price on flights should be simple, right? Book a flight with us now at *********************** and rest assured that you'll find the lowest airfare on our flights. In fact, we guarantee it.
Price guarantee terms and conditions:
To qualify, find a lower fare on another site within 24 hours and after we verify the lower fare, we'll refund you the price difference.
Tickets must first be purchased at *********************** or EasyBiz. You must be holding a fully unused ticket which includes only flights marketed by Alaska Airlines and operated by Alaska Airlines and SkyWest Flight Series 3300-3499.

Itineraries that include any other airlines' flights are not eligible.The guarantee applies only to itineraries sold in US dollars.The guarantee applies only to published fares.Unpublished fares such as corporate, consolidator, wholesaler, contract, discounted tickets, and package fares are not included in this offer.The guarantee applies only to the exact same itinerary, flight number, cabin (First Class/Main Cabin), booking/fare class restrictions (Saver, Main, First), date of travel, and number of travelers.The difference in the lower total fare, including third-party booking fees and all applicable taxes and fees, must be equal to or greater than $10.Verification must occur within 24 hours of purchase by submitting the price guarantee request form along with a screenshot of the competing price summary page. Verification is not permitted via any Alaska Airlines telephone number.Alaska Airlines must be able to verify the other website's lower fare eligibility at the time of the claim and that the lower fare is not available at alaskaair.com.After verification, a refund of the difference in fares will be issued to the original form of payment. It can take one to two billing cycles for this to appear on your statement."

It is also not in accordance with the *********************************'s Policies/Regulations that state-

"If you find a lower price for the same flight, you can request a refund of the difference. It must be for the same flight number, itinerary, cabin, and date of travel."

This reflects very poorly on your company, and it looks as though your company is engaging in unethical business practices by not adhering to the pertinent regulations/laws set by the ********************************* that govern your industry and these types of issues, AND your own company Alaska Airlines' Low Price Guarantee terms and conditions.

It does not state in the ********************************* Policies/Regulations, nor in the Alaska Airlines Low Price Guarantee on your company's website, that Saver Fares are excluded from this.

I have had to make this simple request from your company several times now. This is the fourth time overall that I am requesting a price adjustment from your company. It appears that your company is engaging in dishonest and unethical business practices by doing this, and repeatedly rejecting my completely legitimate and justified request several times over.

Due to all of this, in addition to the refund/credit in the amount of $36.01 that I am requesting back to my original form of payment. I am also requesting an additional compensation of $500.00 due to your companys repeated refusal to properly address and resolve this issue, and all the frustration, inconvenience, and now, all the time and effort that I have now wasted due to this.
Please respond and let me know when I should expect to receive the refund/credit in the amount of $36.01 back to my original form of payment for the price adjustment, and also the $500.00 compensation for your companys dishonest and unethical business practices.

Sincerely,
Xxxxxxx Xxxxxx
********************************
Initial Complaint
Date:01/05/2025
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 am an Alaska Airline mileage plan member and card holder. For the last 4 or more flights I have tried to book online using cash or miles, I get to the end and the transaction fails. Everytime I have to call into reservations and have someone complete the transaction for me. This last time, I wainted on hold for 2 hours and then was hung up on. When I called back it was another 3 hour hold time and my phone died about 2.5 hours in. I spent more than half of a work day on hold with no resolution. I called in the next day, the estimated wait time was 22 minutes, but it took nearly an hour for someone to be connected. I too am in transportation and understand how many things can impact your ability to quickly support everyone all at once. My main issue at this point is that I should be able to book a flight onine myself. I have had numerous representatives advise they would put in a technical ticket for me and no one from Alaska has either resolved this issue or reached out. Today, it cost me the opportunity to fly the same flight as my friends in addition to 5 hours of my life I will never get back that produced nothing fruitful. I would like my account to be fixed so I can book flights in a timely manner myself. I would appreciate some sort of compensation for the numerous times I have had to call reservations to book flights on my behalf since this issue was not resolved the first time I had it.
Business Response
Date: 01/07/2025

January 7, 2025

Dear ********,

Thank you for your email to the Better Business Bureau regarding the issues you are having booking travel on our website. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
I am so sorry that this keeps happening to you. In researching what I could, I need to confirm that you are signed into your MyAccount profile for Mileage Plan number 274367520. If you are, please provide the exact error you are receiving and I will reach out to my contact in IT.

********, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***** ******
Customer Care Specialist

Reference#: ********
Customer Answer
Date: 01/07/2025

Complaint: 22769927

I am rejecting this response because:
Yes ma'am I am logged in to my mileage plan 274367520, that is the only way I would be able to use my miles when checking out. When I get to the end, and click complete purchase, it hits my Alaska card for the $1.00 pre-authorization fee and then it fails. It says, please complete the items in red with an astrics. When I scroll down, nothing is in red. I have selected the payment method, I have miles for the trips, Ihave selected trip protection and declined the emissions fees.
I tried to buy a flight I do not want to show you. I did not use miles, just my Alaska Card. I have attached that detail. I hid my personal sensitive data since I am not sure who can see this communication.

Sincerely,

******** ********
Business Response
Date: 01/21/2025

January 21, 2025

Dear ********,

Thank you for your response. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

I heard back from our IT Department. We have been having server instability issues and that has been causing the problem you and many others have been having. I truly am sorry and please know that our IT Department is doing all possible to ensure this doesn't happen again.

As a customer ********************** gesture, we've included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at ***********************.

******** ********, Discount Code ECSR100CGGMW1571539, in the amount of $100

I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.

Sincerely,

***** ******
Customer Care Specialist

Reference#: ********
Initial Complaint
Date:01/04/2025
Type:Product 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.
On November 25, 2024, I called Alaska Airlines to purchase five tickets for my family to travel to ******. During the call, the agent informed me that I could call back in one month to apply miles from my Mileage Plan to pay for the tickets. Trusting this information, I proceeded to purchase the tickets online while on the phone with the representative.When I called back as instructed, I was told that I could not apply my miles to the tickets. Additionally, I was informed that I could only receive a 50% refund because I had purchased the lowest fare type. This directly contradicts what the original agent told me and leaves me feeling misled.I have reached out to Alaska Airlines multiple times in an effort to resolve this issue. Each time, I was refused further assistance. When I asked the airline to review the recording of my original call with their agent, they declined, stating there was nothing they could do.I am now stuck with these tickets under conditions I did not agree to, based on incorrect information provided by their agent. I am requesting a full refund for these tickets, as this situation arose entirely due to misinformation from Alaska Airlines.Details of My Complaint:Date of Purchase: November 25, 2024 Airline: Alaska Airlines Issue: Misinformation about applying miles, unfair refund policy, and refusal to review my call or provide resolution Attempts to Resolve: Multiple calls with no resolution provided Desired Resolution: Full refund of the ticket cost As a long-time customer, I am disappointed in how this issue has been handled and hope the Better Business Bureau can assist in resolving this matter fairly.Thank you for your time and assistance.I paid ******* for the tickets
Business Response
Date: 01/07/2025

January 7, 2025

Dear Kody,

Thank you for your email to the Better Business Bureau. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
I am very sorry for the misinformation you received when booking your tickets. As an exception, I have authorized a refund of all of your tickets for confirmation code ULIUSI. You should see a credit within 7 business days.

Kody, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

***** ******
Customer Care Specialist

Reference#: ********
Customer Answer
Date: 01/08/2025

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,

**** *******

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Alaska Airlines is NOT a BBB Accredited Business.