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

618 total complaints in the last 3 years.
201 complaints closed in the last 12 months.

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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:12/30/2024
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.
Flew my family to ********* for Thanksgiving, my return flight for Alaska was through a shared flight with American Airlines via *******. After driving many hours to the ***************** and returning my rental car we found our flight was cancelled and my children and wife and I were all rebooked on random flights. American could do nothing for us and during this time Alaska was having technical issues so we were unable to contact them and the Nashville Alaska desk was unstaffed. American said my only option they could do for me was to cancel my flight and put in a note that the original flight was cancelled. Because Alaska was having issue I was unable to rebook another Alaska flight and had to use Expedia to get a flight to ******** (many hours later), get a one-way rental car and drive to ******* to pick up my car, in total it took close to 24 hours to get home on what should have been a 6 hour trip. Because of all of this I could not use my travel credits, free checked bag benefit and didnt get any airlines miles and I didnt get home until the next day. Alaskas only remorse was to let me have my original travel credit for the flight that got cancelled, as-if it were a good gesture from the company, but they were forced to. Customer ********************** did nothing to help and said the cancellation was my fault and they have yet to reply to my emails.
Business Response
Date: 12/31/2024

December 31, 2024

Dear ****,
Thank you for your email to the Better Business Bureau regarding your experience on 12/02/2024.

I was very sorry to hear that your American flight was canceled. Regrettably I cannot see why this flight was canceled as it was operated by another carrier.

I understand that after your flight was canceled American was not able to assist you claiming Alaska was having system issues. Because it was their flight that was canceled, they should have taken over your reservation and rebooked you to *******. I am very sorry that this did not occur causing you to be rebook yourself via Expedia.

You also mentioned that our Customer ********************** Desk was not staffed. There should be an agent available to assist you before and after flight departures and arrivals in *********. We take immense pride in working to deliver exceptional service and are eager to correct errors and address issues when they are called to our attention. Your comments have been shared with the Customer ********************** Manager in ********* for their review.

Regarding not getting mileage credit and your baggage waiver. Upon my review I see that you did get your miles credited to your account for your ********* to ******** flight and that you were not charged for your baggage.

In your email you said that customer ********************** was not very helpful and that their only remorse was so refund your ticket. You also said that you have not got any responses from the emails that you sent. Unfortutnley, I am not sure who you spoke with but I apologize if you felt your situation could have been handled differently. Further, I do not see any emails from you that were sent into our ************* Department.

Lastly, when reviewing your original reservations MIVTRN and SXPJOR I found that you were refunded a total of $1,993. So if I deduct $1,993 from the $2,244.90 that was spent on your new tickets, there is a difference of $251.93. So with that said, a refund of $251.90 will be processed back to your credit card ending in *7011 within 7 business days of this correspondence. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.

As a customer ********************** gesture, I have included five Discount Codes 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 ECSR125CWMNS455465, in the amount of $125

******** ****, Discount Code ECSR125CKMXS455466, in the amount of $125

****** ****, Discount Code ECSR125CSMCS455467, in the amount of $125

****** ****, Discount Code ECSR125CBMJS455468, in the amount of $125

Denali ****, Discount Code ECSR125CFMJS455469, in the amount of $125

Thank you and have a wonderful day.

Sincerely,

*****
************* Representative II

Reference#: ********
Initial Complaint
Date:12/29/2024
Type:Order 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 had a family member pass away, my uncle and I need to cancel my flight. This company has the audacity to demand that I send them the contact information for the morgue and my uncles name along with a death certificate. This is beyond sick and disgusting that they would request this information. My aunt is in mourning for her husband, and I am being requested to ask her to put aside everything she is having to deal with and provide extremely personal information and private information to a company because they want to accuse their customers of lying to them.
Business Response
Date: 12/31/2024

December 31, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your refund request.

So that I can better assist you with your concerns, please provide me with your confirmation code.

Thank you and I look forward to your reply.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 12/31/2024

Better Business Bureau:

Confirmation code: 726250279ADEB

Sincerely,

***** ****
Business Response
Date: 01/08/2025

January 8, 2025

Dear *****,

Thank you for your response to the our request for your confirmation code. Unfortunately what you provided is not our confirmation code. Our codes consist of six letters. If you do not have that, please provide the names of all travelers, the date you were due to travel and the city pairs and I will see what I can do.

Although I understand your frustration at our request for a copy of the death certificate for your Uncle, it is our policy to require that. We are in no way, shape or form suggesting you are lying, we are simply following our policies and I can assure you that other airlines require the same thing. However, please provide me with the information I requested in the first paragraph and I will do what I can.

*****, 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

Complaint: 22743300

I am rejecting this response because:
Confirmation code: SIHADZ
I understand it is your policy to ask for the death certificate.. But it is still insensitive and disgusting. I dont care what other airlines also ask for. You have zero right to ask for this information. The only reason you would ask for this information is because you are calling the customer a liar

Sincerely,

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

January 22, 2025

Dear *****,

Thank you for your reply via the Better Business Bureau.

Please see the two emails that were sent regarding the information that is required when asking for a compassion waiver and the resolution I offered.

Sincerely,

*****
Customer Care Representative II

Reference#: ********

January 14, 2025

Dear *****,

Thank you for contacting Alaska regarding confirmation SIHADZ and I am truly sorry to hear about the loss in your family.

Regarding the request for a death certificate and additional personal details. When one of our passengers is requesting a refund due to a death in the family, we require the following information:

Name of deceased;

Relation of deceased to passenger;

Name of funeral home;

Phone number of funeral home. If there will be no funeral service, we will need the phone number or agency or business that will handle the burial or cremation.

Please understand that this is a standard procedure intended to protect our customers and ******************** against potential fraud. You have my sincere apologies for any negative feelings this may have caused and that our Reservations Agent requested a copy of the death certificate when it was not needed. Your feedback has been shared with our Reservations Supervisor for their review.

With that said, a refund will be processed back to the agency you booked your travel through within 7 business days of this correspondence. Please contacting them directly to inquire on how they will be issuing you your refund.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****

Reference#: ********

January 15, 2025

Dear *****,

Thank you for your reply to our recent communication.

I apologize for any confusion regarding my previous email and that you feel our waiver information requirement is insensitive towards families. In my email I was just advising what information we normally need in situation such as this and was not requesting it. That said, I did also advised that a refund will be processed back to the agency you booked your travel through within 7 business days of this correspondence and to please contact them directly to inquire on how they will be issuing you your refund.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 01/23/2025

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,

***** ****
Initial Complaint
Date:12/21/2024
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.
This letter is to formally complain about the extremely unprofessional and abusive behavior of a flight attendant named ********* encountered at *********************************** (SFO) on 12/20/24 at security Terminal B 1 at approximately 6:50am PST.While waiting in the security checkpoint line, I observed *********, who appeared to be off-duty, become visibly agitated by the directives given by ************************************** (***) agents. Her frustration escalated to the point where she began loudly and aggressively complaining about the security procedures.The situation further deteriorated when *********, without any provocation or justification, turned to me and uttered the following: "Fuck you." This was followed by a chilling threat: "Ohhh I hope youre on my flight."Elizabeth's actions were completely unprovoked, unwarranted, and deeply disturbing. Her use of profanity and the subsequent threat created a hostile and intimidating environment for all passengers in the vicinity. Her behavior was not only disrespectful but also alarming, raising serious concerns about her ability to maintain a safe and professional demeanor while interacting with passengers.I am deeply concerned about the potential danger ********* poses to the safety and well-being of other passengers. Her aggressive and threatening behavior suggests a lack of emotional control and a disregard for professional boundaries. I urge you to take swift and appropriate disciplinary action against *********. ********* was working Flight 8 ************** leaving out of gate B7 at *** with a departure time between 8am -8:30am PST.This incident has left me deeply shaken and concerned for the safety of other passengers. I expect a prompt and thorough investigation into this matter and a resolution that ensures the safety and well-being of all passengers.
Business Response
Date: 12/31/2024

December 31, 2024

Dear *******,

Thank you for your email to the Better Business Bureau regarding your experience on 12/20/2024.

Upon my review I see that you wrote into our ************************ regarding your experience and our ************* Representative ***** addressed your concerns. Please see the below email that was sent on 12/30/2024.

Sincerely,

*****
************* Representative II

Reference#: ********

December 30, 2024

Dear *******,

Thank you for reaching out to us regarding your experience at *********************************** on December 20, 2024. We strive to ensure that all interactions with our staff are professional and safe, and it is clear from your account that we fell short of this commitment in your case.

I am very sorry to hear about the behavior exhibited by our flight attendant, *********, at the security checkpoint. It is unacceptable for any of our team members to become visibly agitated and to handle security procedures inappropriately, as you described. Alaska Airlines holds its staff to a high standard of conduct, especially in public interactions, and Elizabeths actions were not in line with our values.

Furthermore, the use of profanity and the threatening remark directed at you are deeply concerning. Such behavior is not only unprofessional but also creates an uncomfortable and potentially unsafe environment for our passengers. Please be assured that I have already forwarded your complaint to our ******************* team for immediate review and appropriate disciplinary action.

We take these matters very seriously and appreciate you bringing this incident to our attention. Your willingness to provide witness accounts and your plans to file a formal *** complaint underscore the gravity of the situation, and we support your right to do so.

Once again, I apologize for the distress this experience has caused you. We value your feedback as it helps us improve and ensure such incidents are not repeated. We hope to restore your confidence in our airline and look forward to serving you under better circumstances in the future.

Sincerely,

***** *.
************* Representative

Reference#: ********
Initial Complaint
Date:12/20/2024
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 was on flight 2045 from *********** to ******* on December 18, 2024. The flight was originally scheduled to land in ******* around 11:00 p.m. The flight ended up on track to arrive at around 10:45 p.m. After circling Medford, the pilot diverted to ********. However, multiple other flights, including Alaska flights, landed in ******* without issue around the same time. Flights landed at 10:52 p.m., 11:02 p.m., 11:21 p.m., 11:50 p.m., and 12:03 p.m. Weather was consistent over this period. After arriving in ********, Alaska initially stated they would not provide accommodations because the diversion was caused by weather. Multiple individuals questioned this excuse given the ability of 5 other flights being able to land - Alaska ultimately provided lodging. Alaska added a Medford flight and added all individuals on the diverted flight thereto for 6:15 a.m. the next day. After arriving to PDX and checking in for the new 615 flight; it was announced at around 5:00 a.m. that this flight was cancelled. Alaska had limited options for rebooking, I ended up having to rent a car and taking 4 other stranded passengers to ********After I called to raise issues with these events, Alaska disclaimed responsibility, instead blaming weather. They said it was a difference in plane types that allowed 5 other flights to land that evening. This was untrue. Flight 2370, which landed at 10:52 p.m. was the same model. The agent also stated other flights into ******* that evening were also cancelled. That also appears untrue, based upon *************** arrival logs.I am troubled by Alaska's failure to take any accountability. Clearly, the pilot was not adequately prepared to land. Other pilots, including other Alaska pilots on the same type of plane, had no difficulties. This indicates the issue was one of pilot training and staffing, not weather. That Alaska had such a pilot staffed on a route where fog is commonplace is extremely concerning.
Business Response
Date: 12/31/2024
December 31, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your experience on 12/18/2024 and 12/19/2024.

I regret that your flight on 12/18/2024 was diverted to ******** and then canceled due to inclement weather. Followed by your flight on 12/19/2024 being canceled due to inclement weather causing you to rent a car in order to get to *******. I understand your disappointment in arriving to your destination later than anticipated and I am truly sorry for your experience. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

I understand you feel that your flight was not actually canceled due to inclement weather as other flights were landing causing you to feel it was more of a pilot training/experience issue. Airlines must report all delayed and cancelled flights to the **************************** and cannot erroneously divert or cancel a flight at will or make up the reason as to why the flight was diverted or canceled. Here at Alaska safety is our number one priority and with the information presented to us by Air Traffic Control we will either have to delay, divert and or cancel a flight. The weather is very unpredictable and airlines may only have short window of opportunity for a flight to depart or land safely. We must take into consideration wind, precipitation, low visibility, lightning, low clouds, storms, etc. Further, I would like to assure you that we take the training of our pilots very seriously and can assure you that they are all qualified to land in inclement weather when they deem it is safe to do so.

Regarding initially not being provided hotel accommodations at first. When a flight is canceled due to inclement weather hotel accommodations are not provided. I was however happy to hear that an exception was made and you were given a hotel voucher.

You also mentioned that when you called into our ************************ you were given misinformation as to why your flight was canceled and that all the other flights to ******* were canceled that evening. This is very disappointing to hear as all our ************* Representatives should be giving our passengers accurate information. I would like to assure you that your concerns have been shared with our ************* Management Team for their review.

Lastly, because your flights were canceled due to inclement weather the reimbursement of your rental car cannot be offered. That said, I did see that you were refunded $188.10 back to the credit card ending in *6164 on 12/21/2024.

Thank you and have a wonderful day.

Sincerely,

*****
************* Representative II

Reference#: ********
Customer Answer
Date: 12/31/2024

Complaint: 22715721

I am rejecting this response because:
The remedy offered is inadequate. Alaskas customer ********************** and response is extremely disappointing.

Sincerely,

***** *******
Initial Complaint
Date:12/19/2024
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.
Prefacing this complaint with the fact that all Alaska employees and flight attendants I dealt with were FANTASTIC! However: I booked award tickets for our honeymoon. ******** tickets are marketed as this fun and seamless thing but that wasn't our experience. There's a huge lack of communication between the airlines, which ultimately was the source of the following problems: 1. Our bags were lost and we had to file claims with both airlines. Apparently we were expected to pick up our bags after two customs counters and security on a ONE HOUR LAYOVER EVEN THOUGH WE WERE SPECIFICALLY TOLD BY AFTER ASKING SEVERAL TIMES THAT OUR BAGS WOULD BE CHECKED TO OUR FINAL DESINTATION. It took us 2 weeks to get all of our bags. We feel that we still wouldn't have our bags if we didn't coordinate them closely which took time away from our work schedules. 2. We had to pay to check baggage. Award tickets are marketed as if all your benefits from Alaska transfer to the partner airline. They definitely don't. 3. We didn't have wifi on 4 of our 5 flights. There's no recourse except to complain to some third-party company in ******* who handles condors wifi. We still haven't been accommodated for that. On one of the flights we didn't even have entertainment access...that was a 4-5 hour flight. 4. You don't earn miles when you fly on an award ticket. They say it's "double-dipping" which is ironic because they make the flights so expensive in miles that you have to purchase more miles to even afford the award ticket. I've spent close to 100k on my *************** card and I couldn't even afford an award ticket to cover TWO people w/out buying more miles. 5. Our boarding passes issued by Condor didn't work for Alaska. We got pulled aside like criminals after standing in line so they could issue us new passes. 6. No warning whatsoever from Alaska that you had to purchase drinks on our canaria to frankfurt flight. Literally no free water or other beverages WE HAD TO PAY for WATER.
Business Response
Date: 01/14/2025
anuary 14, 2025

Dear ******,

Thank you for taking the time to share your feedback regarding your recent honeymoon travel booked through Alaska Airlines and involving our ****************** While I'm delighted to hear that our staff and flight attendants provided fantastic service, I'm truly sorry to learn about the various challenges you encountered during your journey. Your detailed account is invaluable in helping us understand where improvements are needed, and I appreciate the opportunity to address your concerns related to our delayed luggage

Firstly, I apologize for the inconvenience caused by the mishandling of your baggage. It's distressing to hear that despite assurances you would not need to take your luggage through customs, your luggage was delayed due to needing to be rechecked in customs. I was further disappointed to hear that you had to continuously call our office to coordinate the return of your luggage over the 2-week period your luggage was delayed, I can only imagine how inconvenient and frustrating this must have been for you.

Please know that I have shared your comments and experiences with our Central Baggage Managers and our ************* Managers for review. I sincerely believe that by doing so we will be able to provide better service in the future.

I am glad to see that we have requested that Condor refund any bag fees they have charged you, if you have not yet received this refund for your bag fees please do not hesitate to reach out so that we can further assist you with this refund.

As a customer ********************** gesture, I am including a $150 travel voucher for you and ****. I know that these vouchers do not take away from your negative experience but I do hope that they are accepted in the manner that they were intended.

Your Discount Code must be ticketed within one year from the date of this email and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. Complete Discount Code rules and restrictions can be found online at ***********************.

****** ****, Discount Code (eCert code) ECSR150CGGGC572937, in the amount of $150

**** ***********, Discount Code (eCert code) ECSR150CRGLC572938, in the amount of $150

I have shared your remaining concerns with our ************* team. They are better suited to address your remaining concerns, and will be reaching out shortly.

We value your choice to travel with Alaska Airlines for such a special occasion as your honeymoon, and it is clear we have areas to improve. We are committed to enhancing our services and ensuring a more seamless experience for our passengers, especially when coordinating with partner airlines. Thank you once again for your feedback. We hope to have the opportunity to welcome you on board again under better circumstances.

Sincerely,

Catie
Central Baggage Services

Reference#: 10637445
Incident#: SEAAS72231948
Customer Answer
Date: 01/16/2025

Complaint: 22710139

I am rejecting this response because:
While the business response was thoughtful and thorough, we don't feel that the vouchers are enough of a goodwill gesture and is not commensurate with the extent of inconvenience we experienced. We would like Alaska to reach out to condor to confirm the refund of our baggage fees as condor has not confirmed whether a refund has been issued to date. Lastly, once the Alaska customer care team has reached out to us (as promised in the business response) with further accommodation(s), we will accept the business response and consider the matter settled. Our expectation is that at a minimum we would be awarded the miles we rightfully earned on those flights, the next status tier that we would have rightfully earned with those additional EQMs (MVP Gold), and further accommodation for no wifi, no complimentary beverages, and the ticketing mishap.
We do appreciate the kind words in the business response and it is clear that they wish to remedy our complaint. We look forward to moving forward and settling this complaint with a favorable outcome for both parties.
Sincerely,

****** ****
Business Response
Date: 01/29/2025
January 29, 2025

Dear ******,

This is in response to your BBB Complaint #********.

Thank you for your continued communication and for sharing your concerns in further detail. I appreciate your patience as we navigate through the issues you've experienced, and I am committed to ensuring a satisfactory resolution.

I am sorry that Condor has not confirmed the status of your baggage fee refund to date. We have reached out to our ********************* and Alaska has notified Condor of the request to refund your baggage fees.Unfortunately, we do not receive anything past that. You will need to reach out to Condor for further information regarding the refund.

I understand that the $150.00 vouchers previously issued to you and **** on January 14, 2025, did not fully meet your expectations relative to the inconvenience you faced. However, the compensation provided does align with our compensation guidelines for delayed baggage for the length of time your bag was delayed. While this does not lessen the regrettable experience you encountered with us, we genuinely hope you will accept them in the way they were intended.

Thank you once again for reaching out to us and for allowing us to address these matters. We are committed to restoring your confidence in our services and hope to welcome you aboard under better circumstances in the future.

Sincerely,

*****

Central Baggage Services

Reference#: 10637445
Incident#: SEAAS72231948

January 29, 2025

Dear ******,

Please see the response below from our ************* Department.

Regarding having to pay for your checked bag. Because you were flying on another carrier, you would be subject to their baggage fees.They unfortunately do not honor the benefits you receive from your *************** **** Signature Credit card as that contract and agreement is only between **************** and Alaska Airlines.

Free Checked Bag Benefit: All cardholders of the Alaska Airlines credit card who have an open account at the time of travel and up to 6 guests traveling on the same reservation may check 1 bag free of charge on qualifying reservations. Qualifying reservations include flights marketed by Alaska Airlines and operated by Alaska Airlines, Horizon Air or SkyWest (codeshare flights operated by other carriers are not eligible). Primary cardholder must be an Alaska Airlines Mileage Plan member. Baggage restrictions apply. See ********************************************************* for complete baggage rules.

When you purchase a ticket using miles you unfortunately do not get mileage or Elite status credit. With that said, I am happy to share that starting 1/1/2025 our members will receive 1 elite-qualifying mile for every mile flown on tickets booked with Mileage Plan Miles, including segments operated by Alaska partners. Elite-qualifying miles are nonredeemable and cannot be used toward award travel. I have provided a link for your convenience. Earning Mileage Plan elite status -Alaska Airlines

I am very sorry to learn that there was an issue with your tickets when trying to board your Alaska flight. Regrettably, I am not sure what caused this issue but I was happy to hear that the issue was resolved and you were able to make your fight. Your feedback has been shared with our Development Team for their review.

You also mentioned that there was no complimentary W-Fi, no inflight entertainment on most of your flights, no complimentary beverages offered on your Condor flights and that Alaska failed to communicate this to you. When traveling on another airline you will need to check with that airline to see what is offered on their flights and the class of service you are booked in. Please reach out to Condor with your concerns regarding their inflight amenities.
Sincerely,

*****
************* Representative II

Reference#: 10637445
Customer Answer
Date: 01/31/2025

Complaint: 22710139

I am rejecting this response because: while guest service has friendly customer **********************, we do not feel the accommodations are commensurate with the inconveniences we experienced.

Sincerely,

****** ****
Initial Complaint
Date:12/15/2024
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.
Hi i was coming back from ******** to *** from a business trip.I booked my flight through company agency and had transit flight SQ011 to ***** from ***. In ******** they issued only one ticket to los and at los airport I was advised to pick up my luggage and in result, i missed my connecting flight.Not only was i stressed from all the miscommunication but the work next day was impacted and I had to pay for hotel and expenses at Los for a day. I am also disappointed at customer ********************** for leaving me hanging there and not giving enough introduction. My understanding is when there is connecting flight under same reservation number two tickets should be given especially since the lugggage is directly shipped to final destination. I would like to get compensated for my expense for one night in Los and for dissatisfying flight expereience.
Business Response
Date: 12/16/2024

December 16, 2024

Dear Jungyeun,

Thank you for sharing your concerns regarding your flight from ******** to *********** in November with a connecting flight to *****. 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 reservation, our records indicate that your baggage was checked from ******** to ***** by our agent in ********* Unfortunately, I am unclear what you mean by our agent only issued one ticket to ************ If you could provide more information as to why you were told to re-claim your luggage and check in again, I would appreciate it.

Jungyeun, 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: 12/22/2024

Complaint: 22691160

I am rejecting this response because:
I wanted to provide more information. My question is when i flew out from ******** Alaska airline only gave me one ticket from alaska to los. When the baggage was directly shipped from ******** to *****, shouldnt i be provided the transit ticket as well from los to *****? Since i only had one ticket to los and was instructed to get baggage i couldnt get on to second flight. I had to pay for hotel for one day and i think it was really confusing.

Sincerely,

******** ****
Business Response
Date: 01/13/2025

January 13, 2025

Dear Jungyeun,

Thank you for your response.

In reviewing your record, I show that your bags were checked through all the way to ****** Again, I am unclear as to why you picked up your baggage and, unfortunately, am unable to offer any compensation.

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: 01/13/2025

Complaint: 22691160

I am rejecting this response because:
I was not adviced that the baggage would fly to ***** directly and had to waste my time waiting for baggage at **. Also, when i asked in the LA airport they adviced me to pick up baggage therefore missed
next flight.

Sincerely,

******** ****
Initial Complaint
Date:12/11/2024
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.
Passengers on Alaska flight 3360 (December 6) were held on the plane without properly working lavatories for about 6 hours. We were not informed that there would be no properly working restrooms in writing or at the airport. After the doors were closed, we were told that if we have an emergency during the flight, we can only release liquids in the toilet. Although other flights to ********* were being delayed and ultimately cancelled with refunds, Alaska chose to depart on time without properly working toilets. Without advanced notice of limited toilets and combined with an otherwise predicted delay/cancellation situation, this is unsanitary, unhealthy and unacceptable. Our flight departed at 6:33 and was due in at 7:55 based on the original departure. We were informed at about 7:30 that we would be in a holding pattern for 30 minutes until the fog cleared. After holding for 50 minutes, our flight was diverted to ************ and landed at 9:00. We were told we would deplane. At ****, we were told they would just refuel the plane and we would leave in 15 minutes. At 10:45 we were told that we would need to wait for 25 minutes for clearance to *********. We arrived over 3 hours late. This issue was predicted by other airlines that chose to delay departure and ultimately cancel those flights. Alaska was negligent in allowing a plane without properly working lavatories to depart to a destination with known delays. This flight should have been cancelled as others departing at the same time were. Instead we were held on the plane with no option to leave and no operational lavatories for 6 hours. This created an uncomfortable, unsanitary and unhealthy situation. I want a cash refund rather than some sort or credit as I will not be flying Alaska in the future. We were offered no such refund by Alaska.I will be filing a consumer complaint with the ****************************.
Business Response
Date: 12/12/2024

December 12, 2024

Dear ****,

Thank you for sharing your concerns with the Better Business Bureau regarding your recent flight on December 6th from ************** to *********. 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.

When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight had issues with the onboard lavatories and that it was diverted to ************ due to weather. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

Although we do not provide a refund for tickets flown on, nor do we issue cash as a form of compensation, as a customer ********************** gesture, we've included two Discount Codes 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 ECSR150CWMFS567603, in the amount of $150

******** ******, Discount Code ECSR150CKMHS567604, in the amount of $150

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#: 10643988
Customer Answer
Date: 12/19/2024
Hello,

I would like to accept the resolution. I forgot to respond to the original message. Is it too late to receive the discount codes?

Thanks,

****
Business Response
Date: 01/07/2025

January 7, 2025

Dear ****,

Thank you for your response to the Better Business Bureau regarding your complaint. Below, please find a copy of the original email we sent you on December 12th that included the Discount Codes.

December 12, 2024

Dear ****,

Thank you for sharing your concerns with the Better Business Bureau regarding your recent flight on December 6th from ************** to *********. 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.

When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight had issues with the onboard lavatories and that it was diverted to ************ due to weather. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

Although we do not provide a refund for tickets flown on, nor do we issue cash as a form of compensation, as a customer ********************** gesture, we've included two Discount Codes 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 ECSR150CWMFS567603, in the amount of $150

******** ******, Discount Code ECSR150CKMHS567604, in the amount of $150

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#: ********

Sincerely,

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

Reference#: ********
Initial Complaint
Date:12/10/2024
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.
Ive been flying Alaska almost exclusively for over 20 years and the last year had been terrible. Every single flight I had taken this year (6 of them) was delayed due to pure incompetence. This time, Alaska had caused me to lose a major business transaction, costing me a lot (financially as well as reputation). Flight 34 from SEA to *** on 12/10/24 was yet another disappointment. This was one of those flights that didnt get a real gate, we had to take a bus. They wouldnt let us off the bus because they forgot to start the plane and needed to wait for it to warm up. Once the plane warmed up and everyone boarded, we were told check engine light was on and they needed maintenance crew (why not check it before??). After multiple technicians in and out of the plane, they kicked us off and sent us to a different gate where we waited for way longer than necessary given the plane was ready. Similar thing happened 2 months ago on a Vegas trip, same thing on a FL trip in January, same thing in March. Alaska never apologized, never compensated for anything. Alaska used to be the gold standard, now worse than Greyhound in the sky. Tires of missing important meetings and family events. This is the straw that broke the camels back, this time I will vigorously fight and an apology and compensation and will do my best sharing online how Alaska is treating customers. Wont stop until someone from the executive team recognizes the chronic issue. Shame on you Alaska.
Business Response
Date: 12/11/2024

December 11, 2024

Dear ****,

Thank you for sharing your concerns with the Better Business Bureau regarding your recent flight from ******* to **** 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.

When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight was delayed due to a mechanical issue. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

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 ECSR100CWMPK1557161, 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#: ********
Customer Answer
Date: 12/13/2024

Complaint: 22667559

I am rejecting this response because:
Frankly, your offer of a $100 is slap in the face, you might as well offer nothing, its an insult. Not only my flight to *** was a nightmare and I missed a business meeting and lost a transaction as a result, my return flight from *** was also delayed (Friday 12/13 at 11:30am). Again, you didnt tell notify in advance and strung me along slowly, the 11:30am flight got delayed till 5pm, I was sitting at the airport for hours when I could be enjoying the city (worst case) or had enough time to change flights. You couldnt even buy me sandwich, a $12 voucher for a 6 hour delay was enough for a bag of chips. Missed half day of work and my kids performance back home. Was able to change flights, still spending over 6 hours at the airport and trading a premium seat for one back by the toilet. LOOK AT MY TRAVEL HISTORY!!!! LOOK AT HOW MANY OF MY FLIGHTS GOT DELAYED OR CANCELLED THIS YEAR ALONG!!!! I missed work and family commitments, I lost money, I lost all faith in Alaska Airlines. When I tried to switch seats, I got barked at by your attendant, being treated like absolute garbage. Your attendants are angry because there are so many upset customers. Instead of making people feel better, they yell at customers because they are frustrated (a problem YOU created to begin with). Keep you $100. Ive been flying Alaska almost exclusively for 20 years. Clearly you dont care. Clearly you dont want to keep me as a customer. You want me to give you another chance? Reimburse me for time lost this year, work missed, roughly $10,000.

Sincerely,

**** ******
Initial Complaint
Date:12/09/2024
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.
To Whom It May Concern,I am writing to file a complaint against Alaska Airlines regarding their Flight Pass subscription program. My girlfriend, ******** **, and I (Zhanhao ***) subscribed to the program in Sep 2024 based on the advertised availability of flights between ************* (SFO) and ************** (SLC), as clearly stated in the Flight Pass ***s on their website (link: *************************************************************************************).However, upon attempting to book flights on this route, we discovered that Alaska Airlines had cancelled the SFO-SLC route. This route was a primary reason for our subscription, and its unavailability renders the Flight Pass significantly less valuable to us. We contacted Alaska Airlines customer support to request a refund due to this misleading advertising and the substantial change in service, but our request was denied. We were informed that we are obligated to continue paying for the 12-month subscription, despite the removal of a key route that was advertised at the time of purchase.We believe Alaska Airlines engaged in misleading advertising practices by promoting a route that was no longer operational. This directly influenced our purchasing decision, and the subsequent refusal to issue a refund is unacceptable. We request the Better Business Bureau's assistance in resolving this matter and obtaining a full or partial refund for the Flight Pass subscription, considering the misrepresentation of services offered.Attached is a copy of our Flight Pass subscription confirmation and a screenshot of the *** page as it appeared when we subscribed, clearly listing SFO-SLC as an available route. We are also happy to provide any further documentation that may be required.Thank you for your time and consideration.Sincerely,Zhanhao ***
Business Response
Date: 12/10/2024

December 10, 2024

Dear Zhanhao,

Thank you for your email to the Better Business Bureau regarding your Flight Pass subscription. I am sorry for your disappointment.

I have verified that you reached out to our ************************ and received a response. In reviewing that response, you were provided correct information regarding the terms and conditions of our Flight Pass Subscription program. My apologies for your disappointment.

Sincerely,

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

Reference#: ********
Customer Answer
Date: 12/10/2024

Complaint: 22658878

I am rejecting this response because: it fails to address the core issue of misleading advertising and continues to demonstrate a lack of good-faith effort to resolve my complaint. Ms. ******** response simply reiterates that the previous information provided was "correct" without acknowledging the inconsistency between the advertised services and the actual availability of the SFO-SLC route, which was the primary reason for my subscription.
Furthermore, Alaska Airlines continues to advertise the SFO-SLC route on the Flight Pass FAQ page (as of 12-10-2024, see: *************************************************************************************), despite the route being unavailable for booking. This constitutes ongoing false advertising and misrepresentation of the Flight Pass program. While the terms and conditions may mention the possibility of route changes, they cannot supersede consumer protection laws against misleading advertising practices. Inducing customers to purchase a subscription based on the promise of specific routes, then removing those routes without offering adequate compensation, is unethical and likely violates these laws.
As a result of this misrepresentation, I request, once again, a full refund of our Flight Pass subscriptions. I also demand that Alaska Airlines immediately correct the false advertising on their website and cease promoting routes that are not operational within the Flight Pass program.
I expect a more substantive response that directly addresses these issues and offers a concrete solution to this problem.

Sincerely,
Zhanhao ***
Initial Complaint
Date:12/06/2024
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.
On October3,20** I sent a H313**53**0313**43**4H with H393437393**4333937H air cargo from ************* to **********. This was 48 lbs. of frozen fish" halibut", in a airline approved insolated box. I paid extra to have it shipped Priority so the chance it would be held up some were was eliminated. My daughter checked the air bill to track the shipment for its arrival in *******. After seeing it arrived she called and was told it hadnt been checked in to the air cargo office yet. After several more calls she went to the air cargo office and talked to the office manager who went to look for it. He found it in receiving on a cart sitting in the sun ,"it was 97 degrees at that time. He returned to the office and told my daughter where he found it. The box was crushed and the fish were mostly thawed. She opened it while at the air cargo office and took pictures of the box. I filed my complaint and never heard from them. I called and was told they had no record if it so had to file again. I sent the pictures to them to show the damage. I called checking on my claim #**F1242 and was told its under review. They denied my claim saying it was not packed right. I appealed saying the did not take into account they crushed the box and left it in the sun for four hours. It was sent to be reviewed by management. I have made several calls ant told its under review. I have not heard anything from them in three months. I want them to pay for the fish and my shipping cost, $1790. I hired them to ship my box of frozen fish safely , not crush the box and then leave it in the sun at 97 deg. for four hours to thaw out, fish can not be refrozen. I have the pictures and all e mails if needed and letter ******* my claim. I called again today Nov.8 2024.They said it will be reviewed again. Should have been taken care of before now. Now its Dec. 6 and still no reply. It cost me $400 . to do the charter I want that back now, because of their dragging their feet to resolve this. I have all mails
Business Response
Date: 01/02/2025

January 2, 2025

Dear *******,

Thank you for your email to the Better Business Bureau regarding your cargo shipment.

I was very sorry to hear about the issues you and your daughter encountered regarding your shipment. I took the liberty of reaching out to our **************** regarding this matter and they advised that they will be reaching out to you directly.

Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 01/03/2025

Complaint: 22652000

I am rejecting this response because: This is were it all started. I filled a claim , showing them the box being crushed and that they
left it sitting outside for four hours in 97 degree temperature. The people handling the claim for shipping denied my claim saying
my box didnt keep my frozen items cold for 48 hours as per their shipping agreement even thought they had crushed the box. So why would
I agree to have them handle this now when fore the last YEAR they have drug their feet handling this matter, telling me its under review and then
nothing till I check in with them only to get the same response.

Sincerely,

******* ****
Customer Answer
Date: 01/22/2025
This has not been resolved, I have not been reimbursed for my loss or the cost to get the fish. All I have gotten is a bunch of excuses of why the dont
think they were at falt for my frozen package of fish thawing out, when they smashed the box and left it in the sun for four hours at 97 degrees. I gave then the cost to replace my loss that plus the cost to get the fish is what I want.
Customer Answer
Date: 01/23/2025
I received a email today stating my claim has been closed and a satisfactory settlement had been reached. This is WRONG. I have not been compensated for my lose, nor have I heard from Alaska air cargo.

As I stated in the email yesterday sent by you, and returned to you I want to be reimbursed for my loss. It cost

me $400 for the fishing charter and $104. to ship my package priority so it would get there quicker. Then the

cost to replace the fish ( 48 pounds of Halibut ) over $1700.00. That is what I want to be reimbursed for.

I added the charter cost on because they have drug this out for over a year. I get this , then I will be satisfied.

******* ****
Business Response
Date: 01/23/2025

January 23, 2025

Dear *******,

Thank you for your reply to the Better Business Bureau.

I reached out to our **************** that handled your claim and they advised me of the following. They refunded shipping and since you didn't have insurance or declared value, they did a thing that's called limited liability, which is in our Cargo Conditions of Contract. In there it states that we pay out claims at a value of 50 cents per lb. per piece with a minimum of $50 if the shipment is under a 100 lbs. So, since your shipment was a 48 lb. piece, they paid out the minimum of $50 in addition the cost of shipping which was around $83 dollars.
With that said, as a gesture of goodwill, I have 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 ECSR150CDGLS573822, in the amount of $150

Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 01/29/2025

Complaint: 22652000

I am rejecting this response because:
They claim I was refunded for my shipping fee, this is a lie, I have not received anything from them. Next they claim the shipping fee was only
around $89 , again this is wrong as the bill of shipping shows it was $ ****** . As for shipping insurance I have been told they do not insurance
insure perishable products, this was when I shipped with them several years ago . I might have agreed if my loss wasnt due to their negligence.
They crushed the box and then they failed to check the box in to receiving in a timely manner, leaving it sitting outside on a cart for four hours
in 97 degrees tempter. My daughter was to be called when it arrived but because it was never checked in she was never called,She made several
calls trying to find it but was told it hasnt been check in and would have to wait. She finely went there and showed the manager that it had arrived
on time. He found it on the cart. The box being crushed I understand can happen but the rest has no excuse, just negligence! then they drag this
for over a year plane **. I want reimbursement for the shipping cost of $104.98, $ 400 the cost of the charter to get the fish, 25 pounds of fresh
frozen halibut and vacuum sealed like I had,and two round trip tickets for any were in **. I think this is fair for all the ** they have put me through

Sincerely,

******* ****
Business Response
Date: 02/06/2025

February 6, 2025

Dear *******,

Thank you for your reply to the Better Business Bureau.

I reached back out to our **************** and they clarified that the refund amount for your shipping is $104.94 and that a $50 check has been sent. Given the refund, reimbursement and $150 Discount Code that was issued, additional compensation and/or reimbursement will not be offered. I am very sorry for any disappointment this may cause and I sincerely appreciate your understanding in this matter.

Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer **********************, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join us on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/06/2025

Complaint: 22652000

I am rejecting this response because: They send a $50 dollar check thinking that will cover the $104 I paid for the priority shipping that
was ruined by their incompetence in handling my package. I have not received a $150.voucher which doesn't start to cover my loss. They drag
this out hopping I will drop it or give up. I m sure they do this to alot of other people and not take responsibility for the damage they did or pay
just compensation . I want to be paid for my full loss , the charter cost of $400 and the los of the fish $1790. Or settle for $400, the voucher and
20 lbs of fresh halibut. I know they can afford that. I will not drop this even if they think they can say its closed and thats it.

Sincerely,

******* ****
Business Response
Date: 02/12/2025

February 12, 2025

Dear *******,

Thank you for your reply to the Better Business Bureau.

I reached out our **************** and they advised that a refund of $104.94 was requested to be refunded back to the original form or payment. This refund would have taken 7 business days and should have already been processed. Please note financial institutions have varying time frames for posting credit to accounts. Please note financial institutions have varying time frames for posting credit to accounts.

I have also requested that they reach out to you directly as they are better equipped to address your concerns and reimbursement requests. They advised that they will this afternoon.

Regarding the $150 Discount Code that was issued. Please see my email below that was sent on 1/23/2025 that contains your Discount Code.

Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********

January 23, 2025

Dear *******,

Thank you for your reply to the Better Business Bureau.

I reached out to our **************** that handled your claim and they advised me of the following. They refunded shipping and since you didn't have insurance or declared value, they did a thing that's called limited liability, which is in our Cargo Conditions of Contract. In there it states that we pay out claims at a value of 50 cents per lb. per piece with a minimum of $50 if the shipment is under a 100 lbs. So, since your shipment was a 48 lb. piece, they paid out the minimum of $50 in addition the cost of shipping which was around $83 dollars.

With that said, as a gesture of goodwill, I have 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 ECSR150CDGLS573822, in the amount of $150

Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 02/13/2025

Complaint: 22652000

I am rejecting this response because:
They say that their cargo department said my refund for shipping was $ 104 and only send a $50 check, $54 short,weres
the rest of it. And they say they gave me a vouture for $150 were is that, I have never received it. Thats $200 , they think that
should make me happy when I m out over $2000 . If this might have been partly my falt I might agree ,but they are the ones that
smashed the box, left it sitting out in the sun for four hours at 97 degrees causing the fish to thaw out, It was their negligence that
caused this to happen. I will not drop this till I m fully reimbursed for my loss. I have said before what I will take instade of money
that I feel is fair .
Sincerely,

******* ****

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