Complaints

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

close

Find a Location

Alaska Airlines has 19 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

• 

  Alaska Airlines

  108 5000 Miller Rd Richmond, BC V7B 1K6

• 

  Alaska Airlines Cargo

  1 Airport Dr # 24 Oakland, CA 94621-1466

• 

  Alaska Airlines

  1423 Cannonball Trl Yorkville, IL 60560-4542

• 

  Virgin America

  555 Airport Blvd Burlingame, CA 94010-2000

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:12/05/2024

  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 flew with Alaska Airline #*** from ******* to ******* on 12/5/***** new suitcase (this was the second time using it) came out *********** wheel was broken off.I claimed at the baggage service desk but they told me the wheels are not covered.They charged $35 for handling the luggage and damaged.Its so very inconvenient and ruined our vacation at the beginning.

  Business Response

  Date: 12/11/2024

  December 11, 2024
  
  
  Dear Saeko,
  
  This is in response to your BBB Complaint #********.
  
  Thank you for contacting us regarding your recent baggage experience on Alaska flight #*** from ******* to ******* on December 5, 2024. From what you have described, I can certainly acknowledge that this was so very inconvenient for you and I appreciate the opportunity to address your concerns.
  
  I am truly sorry to hear that your new luggage, which has only been used twice, was missing a wheel on your arrival in ******* and ruined your vacation at the beginning. In an industry where customer ********************** is crucial, we consistently strive to provide outstanding service to our customers. We recognize that careful and thorough baggage handling is essential to this commitment. You deserve to expect your personal belongings to arrive intact and on time at your final destination. I sincerely regret that we did not meet that expectation in your case. I have shared your feedback with the Customer ********************** Manager in ******* so that we can improve our service and offer you better care moving forward.
  
  In order to resolve your damaged claim we are pleased to offer you a quality replacement bag from our business partner, Travelers Choice. Simply visit this website, from your computer or mobile-enabled device:
  
  We are authorizing you to order 1  bag. 
  Enter Access Code ASCBS. Please choose any replacement options listed. During check out provide your Incident Number PHXAS14584799 along with your shipping address. Once shipped, you will receive a confirmation email, and your bag will arrive within 2-7 business days.
  
  As a customer ********************** gesture, 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 ECSR50CWMJK1540251, in the amount of $50.00.
  
  I would like to once again apologize for your travel experience with us. Our goal is always to exceed our customers' expectations. Your feedback is invaluable and provides us with opportunities to improve. Alaska Airlines truly values your patronage, and I would like to invite you to fly with us again in the future so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  *****
  Central Baggage Service
  
  Reference#: 10638081
  Incident#: PHXAS14584799

• Initial Complaint

  Date:12/02/2024

  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.

  Tried to book a simple flight to go see my family on January 4th, 2025. Date of booking attempt was December 1st. The next thing that happened is something that has happened everytime I book a flight with this airline, in that the reservation form does not accept my phone number. So I always end up booking over the phone, usually after waiting an hour and a half to reach someone. The same thing happened this time, so I called the airlines. They could not figure out why the transaction would not process. My cc had plenty of money available. I called my bank and they confirmed there was a pending charge for the airline fee, but would not process till the airline let the reservation through. The ***** at the airline will not do so. So I may be out $632, and still may not be able to travel. I'll also have the added insult of having to dispute the charge with the bank. So even if the bank let the charge go through, AA isn't processing. It is obviously my fault, and I won't make the mistake of flying with them again.

  Business Response

  Date: 12/04/2024

  
  
  
  
  
  
  December 4, 2024
  
  
  Dear *****,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding confirmation code LMLJTD.  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 asked our IT Department to take a look at your record to see if they could figure out the issue.  They said it looked like you were trying to book thru American Airlines and that didn't work so you came to our website.  However we are not showing any failed bookings and if there had been we would see charges associated with the failed bookings.  You will need to contact American Airlines and see if this is on their side.  If not, the only solution is to contact your bank because the "merchant" cannot solve the issue.  I am 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: 12/04/2024

   
  Complaint: 22630652
  
  I am rejecting this response because the flight was booked on the Alaska Airlines website.  Since Alaska acquired the American Airlines moniker, it is their flight.  The pending reference number I got from the Alaska Airlines **** was LMLJTD.  I was told by many of the **** that there was a technical problem over the weekend causing the flights to not have been able to be booked.  However the charge is pending with the bank on my card.  So it is an American Airlines flight booked on Alaska Airlines website.  If I don't get this straightened out, I am out $632.95.  I have taken this flight many times in the past, and never, ever had this kind of problem
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/16/2024

  
  
  
  
  
  
  December 16, 2024
  
  
  Dear *****,
  
  Thank you for your response and for providing the confirmation code.
  
  In reviewing your record, it appears the ticket has been issued but is under American Airlines' control.  You will need to contact them for assistance.  In addition, we do not own American Airlines - we are partners.  However, that only means that you can earn miles when flying on American in your Alaska Airlines Mileage Plan account and vice versa.  Other than that, we are entirely separate companies.
  
  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#: ********

• Initial Complaint

  Date:11/26/2024

  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 booked a flight through Alaska Airline mileage (4500 miles + $18 dollars), and it is refundable rate. But I missed the flight, and tried to cancel it but they wouldn't allow me to cancel. I'm so disappointed with their cancellation policy. It's ridiculous.

  Business Response

  Date: 11/26/2024

  
  
  
  
  
  
  November 26, 2024
  
  
  Dear Weijie,
  
  Thank you for sharing your concerns regarding your ticket for travel on November 24th. 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, it appears that you used your ticket.  If you miss a flight without notifying us prior to, you forfeit the money/miles unless you purchased a fully refundable ticket.  Your ticket was not fully refundable.
  
  Weijie, 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:11/25/2024

  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 had a very disappointing experience with Alaskan Airlines. Upon arriving at my destination, I discovered that valuable items were stolen from my checked luggage. I immediately reported the issue to their customer **********************, but the response was anything but helpful.After weeks of back-and-forth communication, Alaskan Airlines refused to reimburse me for the stolen items, citing policies that seemed designed to avoid accountability. Despite providing detailed documentation, they dismissed my concerns and offered no real ************ a paying customer, I expected my belongings to be safe in their care, but they failed to provide basic security. Worse yet, their lack of customer support added insult to injury.I will not be flying with Alaskan Airlines again, and I strongly advise others to think twice before trusting them with their personal belongings.

  Business Response

  Date: 12/04/2024

  December 4, 2024
  
  
  Dear ******,
  
  This is in response to your BBB Complaint #********.
  
  Thank you for taking the time to contact us regarding your recent baggage experience on November 24, 2024. I can certainly acknowledge that this was an upsetting experience for you, and I appreciate your feedback and the opportunity to address your concerns.
  
  I was disappointed to hear of your concerns regarding your missing perfume, key chains and bracelets. As our customer, you should be able to trust that all of your personal belongings will be waiting intact for you at your destination. When that does not happen, we want to find out why. While many groups of authorized personnel, not just airline employees, have access to baggage handling areas, the root cause of such an occurrence must be found. In light of this situation, I have shared the details of this matter directly with our Customer ********************** Managers in ****, *******, and ***********, with a copy going to our ****************************** While I would be unable to disclose any disciplinary action taken, I can assure you that such behavior is not permitted or condoned by Alaska and, if an employee is found to be responsible, appropriate corrective action will be taken to ensure this does not happen again.
  
  Alaska aims to deliver outstanding service to its customers. Based on what you have shared, it is clear we let you down in this aspect. I am saddened to learn that you perceived our response was not helpful at all, and that we overlooked your issues and offered no real solutions. Your feedback was shared with the training department to ensure that we can improve our service and offer you even greater assistance going forward.
  
  Alaska has implemented guidelines and procedures to ensure the service each customer receives is consistent and fair. To ensure your case was handled objectively, your case was reviewed again. Upon the conclusion of this review, it was determined that the previous settlement still stands as appropriate. Our decision is based on our Contract of Carriage Agreement which states Alaska does not assume liability for claims of missing or damaged items if a Passengers Checked Baggage is not damaged, delayed, or lost.
  For this reason, we are unable to compensate you for the missing items. Our Contract of Carriage is available to all our guests online. If you would like more information regarding our contract of carriage, please visit our website by clicking the link here. ******************************************************************************.
  
  I would like to once again apologize for your travel experience with us. Our goal is always to exceed our customers' expectations. Your feedback is invaluable and provides us with opportunities to improve. Alaska Airlines truly values your patronage, and I would like to invite you to fly with us again in the future so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  *****
  Central Baggage Service
  
  
  
  Reference#: 10583272
  Incident#: LAXAS68562006

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22604948
  
  I am rejecting this response because:

  Dear Alaska Airlines Customer **********************,
  
  
  I am writing in response to the resolution offered regarding the theft of my belongings while under your care. Unfortunately, I must reject this outcome, as it fails to address the seriousness of the situation or provide an adequate remedy for the loss I incurred. As a paying customer, I entrusted ********************** with my luggage, ensuring that I followed all necessary procedures to guarantee its safe delivery. Despite my diligence, my items were stolen while in your possession. This is not only deeply disappointing but also entirely unacceptable. Apologies alone do not compensate for the financial and emotional burden caused by this incident. As a company that charges for the handling of luggage, I expect a higher level of accountability and security for my belongings. Paying for your services should not result in the loss of valuables due to negligence or inadequate safeguards.
  
  I kindly request that Alaska Airlines reconsider this matter and provide a satisfactory resolution, such as reimbursement for the stolen items or an alternative form of restitution. Failure to address this appropriately will leave me with no choice but to explore further actions to ensure this matter is taken seriously.
  
  
  I look forward to your timely response.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/24/2024

  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.

  Im writing to express my disappointment and frustration regarding my recent flight experience on Monday, November 4th, flight 1070 from PDX to ***. Prior to this flight, I had purchased a premium seat in row 6, seat 6C, for two reasons: to board early due to traveling with my pet and to accommodate my injured foot with the extra space provided by the premium seat.Upon arriving at PDX, I checked in my pet at the counter, received a boarding pass reflecting my premium 6C seat, and proceeded through security. I patiently waited for an hour before boarding early to ensure comfort, I settled into my assigned seat, and waited for the other passengers to board. I was approached by a woman who accused me of taking her seat, and I politely explained that I purchased the seat, showing her my printed boarding pass as proof. She then returned with a flight attendant who asked for my name and informed me that my seat had been reassigned to 15C. I was shocked, as my boarding pass clearly stated 6C, and I was not informed of any changes via email, app notifications, or during the check-in process. I have two major concerns about this:Was I bumped from my seat due to this passenger being a celebrity? How could Alaska airline treat a disabled and injured passenger in such a manner, forcing me to a less comfortable seat with little room for my dog or my foot?The flight attendant informed me that a refund for the seat was requested yet Ive not received it. This shouldve happened when the seat was reassigned, and proper notification shouldve been provided. I am extremely embarrassed as this happened during boarding in front of everyone and disappointed in the lack of communication and disregard for my well-being as a disabled passenger. There were several opportunities to notify me of my seat change: when I called to add my pet to the ticket, during check-in, at the agent desk while paying for my pet, while waiting at the gate, and upon scanning my ticket before boarding.

  Business Response

  Date: 12/31/2024

  Hi ******,
  I do not recall receiving this complaint.  However, I did look in our database and saw that the customer also sent in an email and it was responded to by our Customer Advocacy Department.  I've included their response below:
  
  
  
  
  
  December 6, 2024
  
  
  ******************************* you for contacting Alaska Airlines. It's our goal to make sure every trip you have with Alaska goes smoothly. The best way for us to do that is by hearing from you.
  
  We appreciate you taking the time to reach out to us regarding your recent flight from ******** to ***********. I regret you were unable to fully enjoy this flight, due to an issue with your seat assignment. In your feedback you shared, upon boarding our aircraft, you learned from a different passenger that the location of your seat had been changed. I can imagine this must have been an extremely frustrating experience, as you explained you had specifically selected your seat to accommodate a foot injury and a pet you were traveling with. I am truly sorry for any inconvenience this caused, and I certainly regret any discomfort you experienced during this flight. While we do not guarantee seat assignments on our aircraft, as operational issues can result in a ticketed guests seat being changed, it is our expectation that when such changes are made, our agents make their best efforts to speak with the impacted guest before they board their flight. Additionally, it is also our expectation that when a guest self-discloses to our agents that they require a specific type of seat to accommodate a disability, our staff also make their best efforts, to the extent possible, to provide the guest a seat that will best suit their needs.
  
  In accordance with the *************** of Transportation's Air Carrier Access Act rules regarding seating, 14 CFR Part 382, for a passenger who self-identifies as having a disability, we must assign any seat, not already assigned to another passenger, that accommodates the passenger's needs, even if that seat is not available for assignment to the general passenger population at the time of the request.
  
  Ms. ******** unfortunately, due to safety concerns, guests traveling with pets may not occupy an emergency exit row or bulkhead seat.  I understand you have been able to sit in a bulkhead seat in the past without our flight attendants raising concerns, and I apologize for any confusion this has caused.I have taken the liberty of sharing your experience with our Inflight Supervisors for follow-up and additional training that may be needed. We understand the importance of ensuring our crew members are consistently and correctly enforcing our policies with each of our guests.
  
  Below, I have included a link to the Traveling with pets in cabin page found on our website for more information on our rules for pets in our aircraft cabin.
  
  *******************************************************************************************************
  
  Upon receiving your feedback, Ive reached out to our Station Managers and Supervisors at the **************** for their review. Unfortunately, I was unable to obtain any follow-up information from our Portland gate staff related to this situation. However, I would like to assure you that we do not take concerns such as yours lightly. I am truly sorry that our staff did not speak with you before changing your seat. Its clear, better communication would have gone a long way in this situation, and it would have allowed our staff to be aware of your needs before you boarded this aircraft. In response to this incident, our Leadership Team in ******** has been notified. They will follow up internally to provide any additional training or coaching they deem appropriate.We will review performance expectations with our employees.
  
  In investigating this incident, I also did not find that you contacted our Accessible Travel Services Department prior to this trip. While not required, we encourage our customers to contact our Accessible *********************** Line before they travel and as early as possible to have accessible service requests applied to their travel details. Our Accessible Services Department can ensure any special assistance requests, such as seating requirements, wheelchair services, boarding, or meeting assistance among other things are documented in our guests reservations. While again this is not required and seat assignments are never guaranteed, having these service requests applied to your passenger details pre-travel allows our airport staff to be aware ahead of time of the assistance you require, allowing them to plan accordingly. Our Accessible Services Department may be reached at **************.
  
  After reviewing your complaint, we believe we have complied with the provisions set forth in the Air Carrier Access Act (ACAA) with regard to the seat change you experienced on your recent flight from ******** to ************ as you could not occupy your original seat due to you traveling with a pet, and it is unclear if it was ever self-disclosed to our airport staff that you required a specific type of seat to accommodate a disability. However, it is apparent that we failed from a customer ********************** perspective, as based on the information you shared, you were not advised that your seat had been changed before boarding this flight. For future travels, we have Complaints Resolution Officials (CRO),which are trained in the Air Carrier Access Act and available as a resource in each city that we serve. We assure you that we have shared your concerns so we can continue to improve and take better care of you next time.
  
  While we genuinely hope we have fully addressed your concerns, you do have the right to contact the ****************************************** to pursue enforcement action.
  
  Ms. ******** again, I would like to express my deepest regrets for any difficulties you encountered while traveling with us. 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 **************************************************************** 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 ECSR100CNMBR1555608, in the amount of $100
  
  Thank you again for contacting us. We hope you will accept our invitation to join us onboard another Alaska Airlines flight. As it is feedback from our customers which is used to improve our *********************** we value the time youve taken to share your concerns and experience.
  
  Sincerely,
  
  ****** *.
  Alaska Airlines
  
  
  Reference#: 10535592
  
  Thank you
  
  Adora
  
  

• Initial Complaint

  Date:11/21/2024

  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.

  I am an Alaska Airlines Mileage Plan member and regularly accrue Elite-qualifying miles through flying on flights operated by Alaska Airlines. I flew on Alaska flight 333 from ******* (******) to ******* on Wednesday, November 20th 2024. On November 17th, 2024 I paid to upgrade my basic economy seat to Premium Class in order to attain bonus Elite-qualifying miles per their stated schedule of qualifying mile accrual schedule linked here (see 'Premium Economy'):************************************************************************************************************************************************************************* completing the flight, I noticed the airline did not qualify the flight for the additional elite-qualifying miles, which was the entire reason for paying additional fee for the booking. Instead, the booking was classed as "Discount Economy Fare" (Class G), despite the additional fee paid. Customer ********************** explained that "upgrades aren't eligible for bonus, only the fare paid for the original booking." I was also told that this was clear from their website. After reviewing the only readily available policy linked below, I am unable to find any clear policy that stipulates upgrades are ineligible for bonus Elite-qualifying miles. *********************************************************************************************************************************************

  Business Response

  Date: 11/26/2024

  
  
  
  
  
  
  November 26, 2024
  
  
  Dear Andreas,
  
  Thank you for your email to the Better Business Bureau regarding earning Elite Qualifying Miles for your Premium Seat on 11/20/2024.  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.
  
  At Alaska, we take pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. As a substantial part of our business involves the Mileage Plan program, we have a vested interest in seeing that you enjoy a pleasant and smooth interaction with our partners. When purchasing an upgrade, unless it is a First Class Ancillary Upgrade, you are not eligible for additional Elite Qualifying Miles.  Mileage is based on the "purchased" class of service.  Please see the link below:
  *********************************************************************************************************
  
  Andreas, 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: 11/26/2024

   
  Complaint: 22587686
  
  I am rejecting this response because: the attached policy provided by the airline does not reference "First Class Ancillary Upgrade," nor do the terms and conditions define the difference between a "purchased" class of service and an upgraded class of service. Alaska also does not explicitly exclude upgrades to premium class from their list of ticket types ineligible for accrual of mileage plan miles.

  I upgraded this flight to Premium Class with the understanding that the flight would be treated as Premium Economy with the associated bonus miles. If you do not honor that, I will continue to reject your response as it's clear the policy your are referencing is not explicitly stated. 

  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/10/2024

  
  
  
  
  
  
  December 10, 2024
  
  
  Dear Andreas,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  We're sorry you feel our response is inadequate. Unfortunately, for your situation, we cannot provide bonus miles for your ticket.  As I advised in my previous email, you receive mileage based on the class of service you originally purchased your ticket in.  If you choose to pay a "fee" to upgrade, that does not change your class of service mileage accrual.  Please refer to the Terms and Conditions link I sent you in my previous response.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***** ******
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22587686
  
  I am rejecting this response because: once again, the business is referring to policy that is not explicitly outlined in the Terms & Conditions provided.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/20/2024

  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.

  We purchased Alaska Airlines gift cards from ******, which clearly stated they never expire. However, after using the gift cards, we discovered that if we cancel or change a reservation, the funds are set to expire after one yearwithout any notification or reminder from the airline. This is money we paid for with our own funds, and we should have full authority over its management. It is entirely unreasonable for Alaska Airlines to impose an expiration date on our money. We cannot accept these unreasonable and unfair terms and are demanding an immediate refund of these funds.We put the gift card in:09/02/2021 Certificate Purchase CHRKAFCWE4PBJTGW $500.00 They withdraw the funds because of expire 08/25/2024Expire Funds GPHECGTWR63A15JY -$137.80 08/14/2024Expire Funds G4Q4CG5MXSJ8BZJH -$162.42

  Business Response

  Date: 11/21/2024

  
  
  
  
  
  
  November 21, 2024
  
  
  Dear Qianrong,
  
  Thank you for sharing your concerns regarding the terms and conditions of your gift certificates. 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 have included a link to the Terms and Conditions of the Gift Certificate.  The bullet point you will need to look at is the 11th one.  If your ticket was non-refundable and you canceled more than 24 hours after purchase, then we will issue you a new "credit" certificate.  Credit certificates do have an expiration 1 year from the date of issue.  My apologies if you were not aware of this.
  
  Although I cannot refund the funds you requested, as a major exception, I am including a Discount Code for the approximately amount 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 ***********************.
  
  Qianrong Xing, Discount Code ECSR300CFMQD242137, in the amount of $300
  
  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: 11/21/2024

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

  Sincerely,
  
  Qianrong Xing

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Aug 30 I purchase plane ticket from ******* to ******* Alaska Airline Departure 7:59 pm. Shown in 1-Gmail pdf. Without any communication the flight was cancelled. There was 2-Gmail that was totally looked like an marketing email, sent on Nov 11 for flight on Nov 17, and the "your current flight" section is already changed without any form of contact. On my flight day Nov 17, I realized there is no flight on ****** that departure 7:59pm, I contacted Bilt customer ********************** and then they investigated and informed me that the flight is cancelled. They refuse to do any form of compromise other than refund. They claim that it is Alaska that canceled the flight so Alaska should be responsible. I then contacted Alaska , Alaska customer ********************** agreed to change my flight with no charge. Alaska customer ********************** says it's bilt's responsibility to inform me about cancel flight as I book thru Bilt. I agree that I will pay hotel myself and let Alaska switch me to Nov 18 flight shown as 3-Gmail screenshot. On Nov 18, I went to the airport arrive at the Gate, and then was told ticket is no longer valid because Bilt processed my refund. If I want to get on the plane I have to buy ticket again with current rate ******. My original ticket price is ******. I contacted Alaska customer ********************** and explain the situation that I never expected to loose my ticket with bilt's refund. But the representative refuse to do anything about it. Summary of where I think it is unfair: I should be contacted regarding change of my flight , according to Alaksa agent they cancel that flight in September but I didn't receive any sort of contact : email , phone call , text It's deceiving customer trying to hide this change in a marketing title email. 2-Gmail PDF Alaska agent clearly said no charge , I though it's free ticket After I loose my ticket, I should at least pay the original price ****** to re-purchase. I want either Alaska or Bilt to honor this price difference 320. Plus 120 for the Hotel.

  Business Response

  Date: 11/21/2024

  
  
  
  
  
  
  November 21, 2024
  
  
  Dear Yuzhuo,
  
  Thank you for sharing your concerns regarding your recent flight with 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.
  
  Schedule changes are a common occurrence in the airline industry worldwide, as airlines change their schedules every few months to accommodate ever-changing seasonal fluctuations in demand. When a schedule change does happen, our automated schedule change systems go to work to find the best alternative arrangements for your itinerary and make every effort to notify you via email or telephone. While our scheduling agents do their utmost to keep changes that negatively affect our customers to an absolute minimum, there will inevitably be some changes that greatly inconvenience one or more of our customers.
  
  In reviewing your reservation, it was booked by a third party.  Standard airline industry protocol is that when you purchase your ticket through a third party, e.g., Bilt, the airline you booked on sends any and all itinerary information to the third party.  It is then their responsibility to notify you of any changes in your itinerary. 
  
  Yuzhuo, 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: 11/21/2024

   
  Complaint: 22582530
  
  I am rejecting this response because:

  Let me re-present the whole process : 

  I book ticket Aug 30 for Nov 17 for 200-> Alaska cancel in Sep, but no one informed me ->  I found out flight cancel right on Nov 17 -> contact Bilt -> Bilt says Alaska canceled so it's on Alaska -> Call Alaska , got re-schedule Nov 18 -> Pay 120 for hotel Nov 17 night -> Bilt processed a refund -> I lost my ticket , which I found out at the airport gate -> I had to purchase again for 500 at the gate.

  Thank you for your information and I understand that it is common that flights may get changed due to multiple reasons. However, it starts with Alaska that cancel the flight and for some reason I was not informed.

   I am not legal profession deciding who should be responsible for informing me because Alaska and Bilt are pointing at each other. In this whole thing I , as the customer , is the only innocent one. My request is to re-fund me my fare difference 300. Thank you.

   

  Sincerely,
  
  Yuzhuo ****

  Business Response

  Date: 12/16/2024

  
  
  
  
  
  
  December 16, 2024
  
  
  Dear Yuzhuo,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  I am very sorry for your disappointment and the fact that Bilt is not providing you with any assistance.  This is on them as they booked your ticket. They should have advised you because we advised them which, as I stated previously, is standard industry protocol.
  
   I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***** ******
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22582530
  
  I am rejecting this response because:

   

  Thank you for your response. However my pain point is not getting resolved here. I am seeking refund of that price difference. 

   

  
  
  Sincerely,
  
  Yuzhuo ****

  Business Response

  Date: 01/10/2025

  
  
  
  
  
  
  January 10, 2025
  
  
  Dear Yuzhuo,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  We're sorry you feel our response s inadequate. Unfortunately, for your situation, we must refer you to Bilt, as previously advised.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***** ******
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22582530
  
  I am rejecting this response because:

   

  I do understand and I have filed a complaint to Bilt on BBB as well. What I am asking for ***** is to refund my price difference. Thank you! 

  
  
  Sincerely,
  
  Yuzhuo ****

• Initial Complaint

  Date:11/18/2024

  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 purchased a return flight from Alaska Airlines for November 9-November 17 flying from ************** to ***********. My flight back to ******* was canceled and moved to Monday, November 18. The ******************* on Monday November 18 was fully operational and other airlines were departing on time. However, Alaska Airlines canceled my flight again and moved it to Tuesday, November 19. As a result of these cancellations I was forced to spend $165.03 for hotel accommodation. I contacted Alaska Airlines customer care department on Monday, November 18 to try to resolve the dispute and they refused to offer any remuneration for the hotel I was forced to spend money on as a result of their flight cancellations.

  Business Response

  Date: 11/19/2024

  
  
  
  
  
  
  November 19, 2024
  
  
  Dear Ksenia,
  
  Thank you for your email to the Better Business Bureau regarding your flight from ****** to ******* on November 18th.  We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation as the reason for the canceled flight was weather.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***** ******
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 11/19/2024

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:

  Flights from ****** by other airlines were operational on Monday, November 18 and the airport was open, so that rules out a weather-related cancellation. 

  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/12/2024

  
  
  
  
  
  
  December 12, 2024
  
  
  Dear Ksenia,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  Although other airlines may have been operational, each airline has different equipment on their planes which will effect whether or not it can depart during adverse weather.  In addition, as all delays and cancellations are reported to the ***, we have to be 100% accurate as to the reason why a flight is delayed or canceled. 
  
  Unfortunately, we're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***** ******
  Customer Care Specialist
  
  
  Reference#: ********

• Initial Complaint

  Date:11/18/2024

  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.

  I booked a flight through Alaska to fly SFO to ABQ. The flight had a layover in ***, second leg was operated by their partner American. Alaska was late on the first half of the flight, and I did not get to my second gate in time to make the flight. The American flight had not yet departed the airport, but they told me I could not board, as I had missed the shuttle. They could not find a new flight for me that day and gave me only a standby option that I could try to use 6 hours later. I could not leave the airport because they said I needed to wait at the gate to see if any passenger didn't show up. I called Alaska and asked for a new ticket and was not offered a different option. I needed to get to *** as soon as possible so I booked a ticket out of pocket on Spirit and flew there. I would like Alaska to refund me for the cost of the new flight I had to buy and the food I had to buy while I was stuck in ***, due to the lateness of their original flight.I asked for compensation for the Spirit flight and the food and was ONLY offered a discount code for future travel with Alaska. I will not undertake future travel with Alaska because I do not trust them to get me to my destination, as shown here. I spent ****** on Spirit ticket and food. I would also like to be compensated 100$ an hour for lost time, and I wasted about 4 hours due to delays and needing to reschedule flights and contacting Alaska.I would like ****** total.

  Business Response

  Date: 11/19/2024

  
  
  
  
  
  
  November 19, 2024
  
  
  Dear Maya,
  
  Thank you for your email to the Better Business Bureau regarding your flight from ************* to *********** in October.  We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  I have thoroughly reviewed your requests and the resolution our ************************ provided.  This matter was handled appropriately and therefore we cannot offer additional compensation.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***** ******
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22571758
  
  I am rejecting this response because:

  the agents response, that the matter was handled appropriately, is untrue. I did not get compensation for damages incurred due to Alaskas delay. A discount code is not equivalent to compensation, as it requires me to pay their airline future. I have an infection and my provider has discouraged me from travel in the year where the discount code is valid. I therefore will not be able to use it. Alaska is showing greed and disregard for the customer when they fail to provide **********************. 

  
  Sincerely,
  
  **** ***********