Complaints

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

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• 

  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

• 

  Alaska Airlines

  1048 W Intl Airport Rd STE 102 Anchorage, AK 99518-1077

• 

  Alaska Airlines

  5175 Airport Industrial Rd Fairbanks, AK 99709-4466

• 

  Alaska Airlines

  7250 S Tucson Blvd Tucson, AZ 85756-6949

• 

  Alaska Airlines Cargo

  1 Airport Dr # 24 Oakland, CA 94621-1466

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:11/18/2024

  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.

  As a frequent flyer I have Platinum status with American Airlines. I was upgraded on an Alaska flight. After being seated I was informed by gate agent I had to give up my seat. Of course this after watching them flirt with another customer. Obviously this disgusting treatment by employees was witnessed and helped by their colleague s. They should not be allowed to move whoever they want especially since I am a paying frequent flyer. Horrendous customer **********************!

  Business Response

  Date: 11/18/2024

  
  
  
  
  
  
  November 18, 2024
  
  
  Dear *******,
  
  Thank you for sharing your concerns regarding your recent flight. 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 do apologize that we needed to move you from your upgrade seat to accommodate a passenger who had paid to sit in First Class.  Our agents should have explained this in a much more professional way to you.  
  
  *******, 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: 11/18/2024

   
  Complaint: 22570784
  
  I am rejecting this response because:

  There was no culpability taken for the directly inappropriate actions of their employees. This is a PR answer and completely empty. What a disgusting business that treats their clients like trash. At least offer something for the mistreatment experienced!
  
  Sincerely,
  
  ******* Holden ****

• Initial Complaint

  Date:11/16/2024

  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.

  We booked a flight to ********** from 11.16.24-11.21.24. The was a severe weather condition in ********** and *************** was closed for 11.16.24 and on until further notice. Our flight going to ******* was cancelled because of weather and airport closure. We asked for refund for our return flight. They told us if we can return on 11.21.24 . If we can't go, how will we return? I called Alaska airlines for refund because we could not go there due to airport closure and flight cancellation by our first airline. I spoke to **** in *******, the supervisor. She made zero attempt to assist us even though this was not our fault, and they took money from us and we don't have access to our service due to no fault of our own. I asked her for more information, and she refuse to help and disclose more information. She was very condescending and rude and this is illegal business practice. How am I to return from destination if I can't arrive there in first place because of flooding and severe weather condition and our departure flight cancelled on us.

  Business Response

  Date: 11/18/2024

  
  
  
  
  
  
  November 18, 2024
  
  
  Dear *******,
  
  Thank you for sharing your concerns regarding your return flight from ******* to *********** on November 21st. 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.
  
  We understand that things happen and due to what you described, as an exception, I have authorized a credit to be issued for the full value of your ticket.  The ticket you purchased is a saver fare and they non-refundable unless canceled within 24 hours.  However, we are willing to make this exception once.  You should receive an email with the certificates shortly.
  
  *******, 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: 11/18/2024

   
  Complaint: 22566247
  
  I am rejecting this response because:
  
  I do not want credit but a full refund . This cancellation was not my fault and out of my control . I do not  understand the resolution. What does certificate mean ? I would not full refund back as I can not control of airport is open or closed & this is valid reason as this was airline fault not mine . 
  

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

  Business Response

  Date: 12/04/2024

  
  
  
  
  
  
  December 4, 2024
  
  
  Dear *******,
  
  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.
  
  Unfortunately, we are unable to issue you a refund as your ticket was non-refundable.  The credit you received is valid for one year and it is important to note that this was not the airline's fault either.  This was an issue with the runway at the airport.  We are making an exception to provide you with a certificate.  The terms and conditions for use of the certificate are included in the email.
  
  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:11/15/2024

  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 took a flight from ***** to ********, **, on Saturday, October 26th. I landed at 1230 AM on October 27th. When my bag came out on the conveyor belt, it was completely OPEN. Another man standing next to me even commented on it, as my bra was halfway out of the bag. When i dropped off my luggage at *****, the bag was fully zipped. When I checked my bag at the airport, I immediately noticed my beachwaver curling wand was missing. I talked to the lady at baggage, she completed a report for me, and instructed me to follow up with additional paperwork online. I completed this paperwork about 1 week later, as I was coming home to have emergency surgery and needed time to recover before I dealt with this. After emptying out my luggage, I noticed a number of other items missing, all very nominal in comparison. I just heard back that the airline is not accepting responsibility for this lost item. I had to go out and buy a new beach waver for double the cost as the original one was on sale, which I bought a year ago.

  Business Response

  Date: 11/20/2024

  Dear ******,
  
  This is in response to your BBB Complaint Case #********.  
  
  Thank you for reaching out to us regarding the issues you experienced with your luggage following your flight from ***** to ******** on October 26th. I am sorry to hear about the circumstances surrounding your return, especially during a time when you were preparing for emergency surgery.
  
  I understand how distressing it must have been to find your luggage open and items missing upon arrival. The privacy and security of our passengers' belongings are of utmost importance to us, and it is concerning to hear that your bag was not delivered in the condition it was checked in. As advised in our previous email, our Corporate Security Team has been advised of your missing item and I have also forwarded your comments to the Portland Airport Manager to review our procedures and prevent such occurrences in the future. 
  
  Regarding the missing beachwaver curling wand and other items, I apologize for the inconvenience and frustration this has caused. We appreciate that you submitted the Statement of Mishandling Form (SOM) on which you claimed $61.00 for your lost item.  Unfortunately, as previously described, we are unable to provide reimbursement for your loss since your bag was not damaged or delayed.  For more information regarding our Contract of Carriage, please visit our website at Contract of carriage - Alaska Airlines.
  
  As stated in our email sent on November 16th, if there was damage to your luggage which may have caused the items to fall out of your bag, please submit photos of the damage for further review.  If you feel that your items were taken from your bag, we recommend that you file a police report with the airport police.
  
  While I recognize this did not replace the value of your lost items, I was thankful to see that you had been sent a $50.00 Discount Code as a customer ********************** gesture for your experience. 
  
  ******, thank you for taking the time to reach out to us. We value your choice to fly with Alaska Airlines and look forward to serving you under better circumstances in the future.
  
  Sincerely,
  
  
  ******
  Alaska Airlines
  
  Reference#: 10501341
  Incident#: PDXAS07706374

• Initial Complaint

  Date:11/15/2024

  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.

  I cancelled reservation HRHLBH approximately 10:30 on 11/15/24. This reservation cost 45k points plus approximately ******+ USD.I never received the points back. After hours spent on chats, calls, etc they are telling me that months ago a representative over the phone made an incorrect adjustment and will not refund my points. The adjustment made months back was also based off an issue with points not being refund back after a flight was cancelled - she was refunding a different reservation the system failed to refund. They are telling me the error was done and therefore I no longer have the tickets I had this morning, but also I have no points to show for it. Over the past few months I attempted to use alaska rewards system for a number of flights and have been met with issues over and over again every step of the way. Flights showing available couldn't be booked, flights booked can't be changed/adjusted even though the award program allows that. I am asking that one way or another the 45k points are returned to my account so I can just rebook the flights I had this morning. I am beyond frustrated by the hours and hours I have wasted on this situation. I would like 45k points readjusted back into my member account ********* so that I can rebook the flight I was just on this morning with my family. We already planned this entire vacation, paid for hotels, etc and now my flights are gone based on an agent specifically telling me my points would be immediately credited to my account and now nothing. Please respond and let me know asap.

  Business Response

  Date: 11/18/2024

  
  
  
  
  
  
  November 18, 2024
  
  
  Dear *****,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding your recent mileage ticket booking.
  
  In reviewing your concerns, I saw that you had contacted our ************************ on 11/15/2024 and the agent took care of everything.
  
  Shira, 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:11/15/2024

  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.

  Dear Alaska Airlines Customer ************************ am writing to express my frustration with the recent experience I had on my flight with your airline. My reservation code is ********* flight was delayed by 30 minutes at departure, and when we finally arrived at the gate, we were nearly 50 minutes behind schedule. To make matters worse, I had to wait until 9:15 PM to receive my luggage, which is well beyond the advertised service level agreement for baggage delivery.Throughout the entire process, there was a complete lack of communication from the airline. There was no explanation as to why the flight was delayed, no apology, and no updates during the wait. As a committed member of your frequent flyer program, I have come to expect much better service, especially given the reputation Alaska Airlines once had for reliability. Lately, however, Ive noticed a consistent pattern of delays, inefficiency, and poor customer **********************, and this experience has only reaffirmed my concerns.I rely on timely and efficient travel, and it is incredibly disappointing that Alaska Airlines has become so unreliable. I sincerely hope you take my complaint seriously and make improvements to both your operational efficiency and customer communication.I would appreciate a response regarding what caused the delay, as well as steps Alaska Airlines is taking to improve its service.I had a critical business call at 8:30 and due to this delay I lost a business deal due to the unreliable service Alaska provides Thank you for your attention to this matter.

  Business Response

  Date: 11/18/2024

  
  
  
  
  
  
  November 18, 2024
  
  
  Dear *******,
  
  Thank you for sharing your concerns with the Better Business Bureau about 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 due to . 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.
  
  *******, 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: 11/19/2024

   
  Complaint: 22559776
  
  I am rejecting this response because:

  this response did not offer any compensation or apologies on the hardship caused by the delayed  flight and the business interview that I lost due to this 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:11/15/2024

  Type:Sales and Advertising 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 browsing through Alaska Airlines from MSP to VCE on 8/11 to 8/22, with flights being shown on their website for 35k points. A few days later, I end up paying for 70k (i.e. round trip), and then I come to find out that NONE of the flights the flights being advertised for sale at 35k points BEING publicly shown to their customers are actually for sale. AFTER you try to purchase the seats, it will say that they are unable to confirm space on these partner flights. I give them a call and they confirm that yes, none of the 35k flights (and there is a PLETHORA of them listed on the site) are actually valid since the website is outdated. So tell me this, they KNOW that the space on the partner flights is not there, then WHY DO THEY CONTINUE TO ADVERTISE THE LOW PRICING AND WAIT UNTIL AFTER YOU HAVE PURCHASED THE POINTS TO TELL YOU THAT NONE OF THE SEATS ARE REALLY IN-STOCK?The business did not offer any repurcussions or advice, simply stating that the website available to us consumers is "outdated" and that we now have to spend an additional $500 just to book a flight. How ridiculous!

  Business Response

  Date: 11/18/2024

  
  
  
  
  
  
  November 18, 2024
  
  
  Dear *****,
  
  Thank you for sharing your concerns regarding partner mileage availability on our website.  I do apologize for your frustration.
  
  The issue is that we have two systems trying to talk to each other in real time and it isn't always working.  We are hoping this will get resolved when we switch to another system early in 2025. Our IT team has been actively working with our partners on this.   
  
  *****, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***** ******
  Customer Care Specialist
  
  
  Reference#: ********

• Initial Complaint

  Date:11/11/2024

  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 bought two Alaska Airline tickets from *** to ******** (***) on August 28, 2024 for Nov 30, 2024 - Dec 7, 2024. (Confirmation code: OSVJCF) I called them on Nov 2 requesting to cancel the tickets for strong safety concerns, as currently in ********, there is lots of violence from the drug cartel and there are several deaths daily. The operator told me that I could cancel the reservation and obtain credit with Alaska, and that I could use it until August 2025. I mentioned that I still wanted to travel to ****** but at a safer time when the current threats in ******** are reduced. They canceled my reservation, but I only received a refund of $566.14 when I paid $740.14. I called them to ask for an explanation and they told me that I had purchased it with the Saver program, and that there can be no modification after 24 hours of purchase the tickets. The operator did not mention to me that I was going to be deducted any money, so I expected that I would receive a full refund. I contacted them again to ask why I was deducted money from my refund when the reasons for cancellation are due to safety concerns at the destination, but all they told me was that I purchased the tickets with the saver program. The safety of myself and the additional traveler are the main concerns of us as American citizens when traveling, so I do not understand why I was refunded only a reduced amount.Furthermore, I cancelled my flights well before the date, the cancellation request wasn't done immediately before the flights. An acquaintance of mine cancelled their Alaska Airlines ticket to ****** that was purchased with the Saver program for the same reasons, and they received a full refund.

  Business Response

  Date: 11/12/2024

  
  
  
  
  
  
  November 12, 2024
  
  
  Dear *****,
  
  Thank you for your letter to the Better Business Bureau regarding confirmation code OSVJCF.  We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  I did see that you have been in contact with our ************************ regarding our concerns.  I have reviewed the case and found that your issue was addressed correctly and we are unable to offer any further refund.
  
  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:11/06/2024

  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.

  I am SO disappointed in Alaska. The most uncaring and unhelpful employees ever. After flying them for years, I finally saved up enough miles to upgrade to first class for a return trip home, and used ****** miles. I needed to check my suitcase because I had bought some very expensive liquors. I got to the airport in plenty of time to check my bag, but wanted to check it with an agent and not on the kiosk, to make sure things were packed sufficiently and that I could take these items home. I was first directed to the wrong line by an employee. Then I was directed to another line for agent assist, where I waited 30 minutes for service. Employees were slow and apathetic. When I finally got to see an agent, I was then told that it was too late to check my bag. He made no extra effort to assist me, but said I could "throw everything away" and carry on my bag. I still didn't have the space to condense everything to two carry-ons. I was then told to call customer ********************** and to "move my stuff" while I sorted it out. By the time I finally got ahold of someone on the phone, it was too late to get on my flight, and I was bumped from first class to a middle seat in the last row on a later flight. They refunded ***** miles of the same day fare difference, but when I originally bought the ticket, the first class upgrade was an additional ****** miles. I was told I should have gone to the first class desk, which no one told me. They told me to call customer care, but gave me the wrong number to call. So I waited on hold for 30 minutes to get connected to them. Finally I filed a grievance but was told to call back after my flight. I called the next day and waited on hold for an hour and a half. I spoke to two people who said it "wasn't Alaska's fault" and they could give me ***** miles, still nothing close to the original difference. Crappy airline who does next to nothing to assist passengers with horrible experiences. I'll stick with Southwest in the future. Alaska stinks.

  Business Response

  Date: 11/18/2024

  
  
  
  
  
  
  November 18, 2024
  
  
  Dear *********,
  
  Thank you for sharing your concerns 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.
  
  In reviewing your concerns, I noted that you had already been in contact with our ************************ and they did advise you correctly regarding check-in times and the amount of miles you would receive.  I am sorry but there is nothing more I can do for you as this has been handled appropriately.
  
  *********, 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: 11/20/2024

   
  Complaint: 22521437
  
  I am rejecting this response because:

  Due to ineptitude and misdirection by Alaska airport employees, I was delayed with getting my bagged appropriately checked and lost out on my first class seat when bumped to a later flight. I do not accept that receiving back only a fraction of the miles I used to purchase my first class seat is the "best you can do." It only shows to me that this is a top-down problem at Alaska in terms of customer **********************.

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

• Initial Complaint

  Date:11/03/2024

  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.

  I booked a necessary flight for my son on Saturday, November 2, 2024 to fly from ********* to ***** ID on November 30th. Due to the holidays, the price was higher than usual, however I felt like they werent going to go down. So I used the Alaska Air app to book Alaska Air flight #**** for $468.11. I received confirmation #MXGNXK.On Sunday evening, November 3rd I received an email stating that the flight was cancelled and my payment was refunded. Neither I nor my son canceled this (he has to be in ***** for a job on Dec. 2nd). I called the airline to asked what happened, as they still showed the flight was available at a higher price. They said that someone used the app to cancel the flight at around 3:00 pm. I was at an event and busy at that time, so I could not have cancelled. I asked my son, and he had not used the app all day. The airline was not willing to re-book for the price I paid yesterday. I asked to speak to a supervisor, and she was unwilling to help, stating that it was my error, She could not tell me who cancelled or which app was used. I had to rebook the same exact flight #**** that cost over $79 more. The rebooked flight is # AROFBC at $548.10. I would like the $79 difference refunded to me, or at the very least a credit voucher.

  Business Response

  Date: 11/05/2024

  
  
  
  
  
  
  November 5, 2024
  
  
  Dear *******,
  
  Thank you for sharing your concerns regarding ******** ticket 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.
  
  In reviewing ******** record, our reservations agent was correct in that it was canceled via the app.  We are unable to cancel any reservation via the app, only the customer can do that.  However, as an exception, I have provided you with a $75 Discount Code for future travel. 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 ECSR75CWMCP1218011, in the amount of $75
  
  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: 11/05/2024

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

• Initial Complaint

  Date:10/31/2024

  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 made a reservation directly with Alaska Airlines. I was charged on my atm card TWO TIMES the $1,965 airfare. I have made repeated phone calls to Alaska Airlines and all I get is a run around and told to be patient. I called Alaska Airlines customer ********************** number and since no one answers that line, Ive left messages. The extra $1,965 has been taken out of my checking account.What Is Going On With Alaska Airlines???Their Customer ********************** is non-existent.

  Business Response

  Date: 11/05/2024

  
  
  
  
  
  
  November 5, 2024
  
  
  Dear ******,
  
  I appreciate that you took the time to contact Alaska with regard to your concerns that you were double-charged for your tickets.
  
  I asked our ************************* to look into this and they advised that we only billed you once.  The bank holds the funds until billing goes through and then it drops off.  Please contact your bank.
  
  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: 11/05/2024

   
  Complaint: 22497324
  
  I am rejecting this response because:its been over a week since yuo wee paid for the ticket and you still are holding $1,954 extra of mine.  Please release my money.
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 11/18/2024

  I contacted *************** (my bank) about this issue and they have issued a $1967 temporary credit to my account but the issue does not have a final solution.  Its been a month now.

  Business Response

  Date: 11/21/2024

  
  
  
  
  
  
  November 21, 2024
  
  
  Dear ******,
  
  Thank you for your reply to the Better Business Bureau regarding our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  I have verified, again, with our ****************************** and they advised you will need to work with your bank as our records only show we charged you once. 
  
  I would like to once again apologize for your experience with us.  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#: ********