Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

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

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Submit a Complaint

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

Initial Complaint
Date: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#: ********
Initial Complaint
Date:10/30/2024
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.
After numerous attempts to resolve the issue with Alaska Airlines, I am seeking assistance to protect my consumer rights and get a refund for tickets that were wasted due to Alaska Airlines. On October 20th, I had tickets from ********, *** to *******, ****** with one stop in ******, **. During check-in, which took some time, Alaska Airlines representatives refused to check in or print the tickets on the board, claiming that we would have enough time to go through security or board the plane. At the time of check-in, we had over 1 hour, which would have been more than enough time to go through security and board the plane. After numerous attempts to reach the company's representative that took more than 3-4 hours waiting on the phone, they rejected my claim and made some changes to their website, which I referenced during the conversation with their representatives.Especially:2 The following cities have a 45 minute baggage cut-off time: *******, ******, *********, ************, ********, and ************************: ********************************************************************************************* After our conversation over the phone the company blamed us for being late, saying that check-in staff can make their own decisions about whether passengers can board or not, regardless of what is stated on their website, which they corrected after our conversation and deleted the second paragraph, which could be found in the Web ********** total I would like to request assistance in receiving a refund for the tickets in the amount of $1489.47 for two tickets ************************************* That was wasted because the Alaska representatives did not follow its own rules, changed them at any moment , and served customers so slowly that it was almost impossible to get any help from them during check-in or over the phone. Regards, ******
Business Response
Date: 10/31/2024

October 31, 2024

Dear ******,

Thank you for your letter to the Better Business Bureau regarding your travel from ******** to *******, *******

When traveling internationally, it is imperative that you arrive a minimum of 3 hours prior to departure as all documentation needs to be verified and baggage needs to be checked. I understand that you say you had no baggage, but you simply did not arrive at the airport in time. Although we fully staff our ticket counters, there can be times when the lines are long and our passengers need to plan for that.

However, as a major exception, I have submitted an authorization to Polish Airlines to refund our portion of your itinerary. Because your tickets are on their ticket stock, I cannot guarantee they will refund you, but I have requested it. Unfortunately, that is the most I can do.

******, 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:10/30/2024
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.
I flew alask for a work trip on 9/30 to ***********. When I arrived there, my luggage was damaged. I filed a complaint with an alaska *** in their baggage claim. It took 1.5 hours of my time, and he offered me points and miles, which i refused, then offered me $200 cash, which i agreed to as i needed a new bag for other travel i had this month. Days later, alaska sent me a voucher for points. I called to complain and refused the voucher, which was cancelled and was asked to fill out another ***ort, which i did. I was then offered a ***lacement suitcase of low quality, different material, size, and colour, and much lower cost than the one they broke. When i wrote to request they honor their employees promise for a cash payment or ***air my bag (or ***lace it with the same bag, which is currently on sale) they refused and requested i fill out another ***ort. They then claimed i had been compensated by the points voucher (not true, it was canceled.) it has been a month, and my bag is still broken, i have not been compensated, and i am out of pocket for ***lacing my luggage due to damage they did and reliance on a promise their worker made. Terrible service for a business traveller. I will make sure my team does not fly alaska whenever possible in the future.
Business Response
Date: 10/31/2024
October 30, 2024

Dear *********,

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

I have received your email regarding your damaged claim. I wanted to assure you that I value your input. From what you have described, I certainly acknowledge that this has been a very frustrating experience for you, and I appreciate the opportunity to address your concerns.

In an industry where customer ********************** is crucial, we consistently strive to provide outstanding service to our customers. We recognize that careful and thorough handling of your baggage is an essential component of this commitment. It is your right to expect that your personal belongings will be delivered intact and on time to your final destination. I sincerely regret that we did not meet that expectation in your case.

I regret any confusion surrounding your claim and would like to clarify any misunderstandings. I see that you submitted a response to a toolkit, which is utilized by airport baggage agents to give out miles or discount codes. A toolkit for a $200.00 Discount Code was created by the agent in *********** and then sent to the ************************ for processing. When a guest replies to a toolkit email, the airport baggage office agent who prepared it cannot see it. They do not have access to our computer program that processes the toolkit emails, so any replies are sent to our Central Baggage office to address.

After reviewing your case, there were no notes in your claim stating that the Minneapolis Baggage office was offering you a cash payment of $200.00. In addition, we have never given cash compensation for a damaged bag. Rest assured that I have conveyed your concerns to the Customer ********************** Manager in *********** to ensure we can improve and provide better care next time.

If the local baggage offices cannot resolve an incident, the claim is sent to the Central Baggage Office for handling. If a guest requests monetary compensation, we must send a Statement of Mishandling Form and request photos of the damaged bag. This is a required document for any monetary compensation.

I understand that the replacement suitcase was not the same quality, material, size, and color as yours and that you are seeking the $200.00 compensation the agent in *********** promised. To ensure that all of our guests are treated equally and the service each customer receives is consistent and fair, I have shared your case with my Leadership Team for further review, and to ensure that your case is handled objectively. After their review, we upheld the promise that the agent in *********** advised stating that you would receive a $200.00 Payment for the damaged bag.

We have processed your payment in the amount of $200.00 USD. Follow the instructions in the email you'll receive titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days.

Please note, that this will come as a secondary email within seven days from our partners, ********************, and not an Alaska Airlines email address.

If your debit card was not issued in the *************, you must select the Digital Prepaid Card option in the email from ********************, in order to receive payment.

It's disheartening to hear that you will ensure that your team does not fly Alaska whenever possible in the future. I understand that this experience did not meet your expectations. However, I sincerely hope you will choose to fly with us again soon, we value your business as an MVP, and I am confident we can demonstrate the high level of customer ********************** we are known for and that you deserve.

Sincerely,

*****
Central Baggage Service

Reference#: ********
Initial Complaint
Date:10/29/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our flight was delayed, and the airline sited an incorrect reason for the delay. This delay is costing us a hotel stay OR a cab ride for 4 hours. They will NOT book us on first class as we paid for for the replacement flight. Made my husband PAY for a second coach seat. Again, not refunding the first class tickets. We will need our cab ride refunded and our first class AND coach ticket rfunded.
Business Response
Date: 10/30/2024

October 30, 2024

Dear Teela,

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.

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 and this, in turn, caused you to miss your connecting flight 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.
I have submitted a request to refund the unused portion of your tickets and the extra seat ticket you purchased. You should see a credit within 7 business days. Unfortunately, we are not able to reimburse you for your cab ride as we are refunding the unused portion of your tickets.

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 ECSR100CTMGJ1543412, in the amount of $100

***** *****, Discount Code ECSR100CXMXJ1543413, 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: 11/04/2024

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:10/23/2024
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.
confirmation number BITKAQ for flight Alaska, Flight 129 Alaska, Flight 681 Departing ****** (***)Monday, October 21, 10:44 am Arriving ******* (SEA)Monday, October 21, 12:50 pm Alaska, Flight 131 Departing ******* (SEA)Monday, October 21, 02:15 pm Arriving Anchorage (ANC)Monday, October 21, 05:00 pm was canceled. I paid months in advance for this flight so that I could get to work the next day. This cost an entire day of work due to the rebooking date. I would like reimbursed for this loss.
Business Response
Date: 11/04/2024
This complaint was already responded to and closed. The email was received on 10/12/2024 from the BBB stating it was closed.
Initial Complaint
Date:10/21/2024
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.
My wife and I booked first class tickets out of ***** to *******. Everything was confirmed and once we got to the check on counter the *** said we had to give up our seat because it was overbooked. We had no other choice but to downgrade.
Business Response
Date: 10/22/2024

October 22, 2024

Dear Long,

Thank you for sharing your concerns with the Better Business Bureau regarding your 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 do see that you have contacted our ************************ and they have provided you with the appropriate compensation. My apologies for any disappointment but we are unable to provide further compensation.

Long, 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:10/19/2024
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.
It was all a scam. I bought a plane ticket, as I had done before, through the CheapFlight app and it had always been a direct purchase from the corresponding airline (Alaska Airlines), but this time it was apparently through a third party (eDreams). I never noticed it, it's misleading. And the purchase never said it was a SAVER FARE, I attached confirmation evidence. I had a conflict with the travel date, since I have a medical appointment that day and I went to Alaska Airlines to ask for help with the cancellation and refund, but they somewhat rudely denied me support, saying that it is a SAVER fare and that it is not applicable. I consider that a company of this level like Alaska Airlines can easily solve my situation (because they can resell my seat at a higher price, since there are still several days left for the trip and it is a busy destination). I have been asking for this support for more than a week through their chat, telephone and customer page support, but they do not resolve it for me. I paid $71.29 USD on September 19, 2024 to fly on November 16, 2024 on Alaska Airlines with reservation ******. Please help me with this resolution and refund to my card
Business Response
Date: 10/20/2024

October 20, 2024

Dear ****,

Thank you for sharing your concerns regarding the ticket you purchased on the CheapFlight app.

I do apologize that did not advise you that you were being redirected to a third party who did not state the ticket you purchased was non-refundable. Unfortunately, due to the type of ticket you purchased, you are not eligible for a refund. We always suggest buying your tickets directly from the airline you will be flying on.

****, 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: 10/20/2024

Complaint: 22445176

I am rejecting this response because:
I feel disappointed and frustrated with the lack of empathy on the part of the Alaska Airlines staff and their lack of vision regarding the business opportunity to generate greater value for their company by selling that space at a higher price to someone who really needs it and at the same time leaving a customer satisfied by the great understanding and help with a problem.
I disagree with your response because in addition to what I commented, I reviewed the purchase method again and at no time is it mentioned that it is a SAVER FARE, for this I attach an image of the purchase process, so for me this is misleading advertising, it is SCAM.
So easy that this could be solved with a little will and empathy. Or do you think that I want to scam you with this request? Or is it the way in which you take advantage to keep the money of people who cannot travel?
I only ask for my refund for not being able to travel.

Sincerely,

****
Business Response
Date: 10/28/2024

October 28, 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.

As stated in my earlier response, I apologize that you did not realize you were being transferred to a third party. When purchasing your tickets through a third party it is their responsibility to advise you of the terms and conditions of the ticket.

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: 10/29/2024

Complaint: 22445176

I am rejecting this response because:
I have not flown with you yet and what I am requesting is a refund before flying, the date of my flight has not yet arrived. I am not requesting an apology or an invitation to fly in the future. Once again I am disappointed by the lack of will and empathy on the part of the Alaska Airlines staff ??

Sincerely,

****
Initial Complaint
Date:10/14/2024
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 have been saving my miles for over a year and have been a dedicated Alaska customer. So when Christmas season was approaching I bought tickets my kids and I with Alaska. From the 23rd of December to the 30th. I only get 7 days with my kids during the holidays. So when Alaska emailed me and told me my 1pm flight had been changed to 7am on the 23rd of December, I called and said I had to change my return flight. Not only would the flight change have necessitated me getting my small kids up at 4am on the 23rd, but because of my parenting plan with their mom, it meant that I had to bring them back on December 29th instead of the 30th. So I called multiple times to explain this. How this flight cancellation was not only extremely inconvenient (having to wake kids up at 4am) but also drastically changing my holiday plans because Id have to return to ******** on the 29th instead of the 30th, I was informed by multiple **** and a manager that if I wanted to change the return flight Id be charged for it. So let me get this straight: Im a loyal customer. I paid for flights. You cancel my flight and book me on an extremely inconvenient one. And then youre gonna charge me to change the turn flight that your cancellation necessitated? Do you not give zero fs about your customers and how your cancellations affect them? Do you have no concept of customer **********************? Do you think youre the only game in town? At the very least you should have not charged me to change the return flight and upgraded me to first class. Instead *** canceled my flights and booked with another airline. And Ill never fly with you again if you dont make this right somehow. I asked multiple times to not be charged for changing the return flight change and was told the system wouldnt allow it. What a joke. Member number *********
Business Response
Date: 10/15/2024

October 15, 2024

Dear ******,

I sincerely apologize for the inconvenience caused by the change from a 1pm departure to a 7am departure. We recognize that this significantly altered your plans, requiring you to wake your children early and adjust your holiday schedule. It is never our intention to disrupt our passengers' plans, and we regret any stress this caused.

Regarding the necessity to change your return flight from December 30th to December 29th due to the rescheduling, I understand this further impacted your time with your children during a crucial period. It is clear that this situation was not handled with the care and consideration we aim to provide our loyal customers. I apologize that you were informed about charges for changing the return flight, which compounded your frustration. Unfortunately, because you already canceled your flight, which I understand, there is nothing I can do to help you. Had you left your reservation in tact, I may have been able to assist. I am so sorry as I know how precious time is with your children, especially when there is a court-ordered parenting plan involved.

We appreciate your feedback as it helps us improve our service. Please know that your situation has been reviewed in detail to prevent similar occurrences in the future. We hope to have another opportunity to serve you under better circumstances.

Sincerely,

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

Reference#: ********
Customer Answer
Date: 10/15/2024

Complaint: 22421347

I am rejecting this response because:
while I appreciate the thoughtful response, I called three times yesterday and got the same answer from four people I spoke to. If you want to offer an olive branch you could offer miles, a voucher, or something that helps. I had to spend money on new flights because of this flight cancellation and poor customer engagement.

Sincerely,

****** *******
Business Response
Date: 10/25/2024

October 25, 2024

Dear ******,

Thank you for your response.

Unfortunately, schedule changes are a normal part of an airline's operations and we do not offer compensation for it. 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#: ********
Initial Complaint
Date:10/14/2024
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 October 12th, my wife and I were on a return trip on Alaska Airlines (**) from *******-*******-*******. ** was asking customers to voluntarily check bags because of a shortage of overhead bins so my wife and I had our two carry on bags checked in. We changed flights in ******* and arrived in ******* at 6:50pm with no bags. The ** *** in ******* said our bags would be in later that evening (after 9pm) but they couldnt deliver them until 8am the next morning because that was their policy. I suggested they taxi them over to the hotel (15 mins away) but they said that wasnt their policy. My wife then contacted ** around 8:30 pm to enquire if they could somehow flex around their policy to deliver our bags because of her meds. ** said they could only issue her a $100 voucher via email. The email voucher came through but it could not be activated on our card as per the instructions. The following day, after numerous calls trying to find when our bags would arrive, one person said by 8am fingers crossed, then one said by 11am and another said by 1pm. Our bags arrived just before 11am. Upon our return to our home in ******, we contacted ** again to follow up on their voucher. The *** said it must be our problem and ** could credit us with 4000 miles (worth $40) or a $100 voucher that will expire within a year. This whole thing is ridiculous! We volunteered to check our luggage, ** lost our luggage, we have been greatly inconvenienced at trying to get our luggage, have missed enjoying our hotel and its amenities because of our missed luggage, and now we are spending volumes of our time trying to sort this out with **. All the ** had to do at the beginning was send out luggage over in a taxi. Simple. Wont even pay for our hotel in ******* as a gesture of good will. Ridiculous. And now they want to give us points to fly with them again or provide a voucher (which wont even work on our credit card) that will expire in a year. Looking for ** to pay for our hotel.
Business Response
Date: 10/16/2024

October 16, 2024

Dear ******,

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

Thank you for reaching out to us regarding your recent travel experience from ******* to ******* via *******. We strive to ensure every journey with Alaska Airlines is smooth and enjoyable, and it's clear we fell short in your case.

I understand the inconvenience caused when your bags did not arrive after your flight to *******, especially since you volunteered to check your bags due to an overhead bin shortage. In reviewing the notes in your file, your bags were tagged only for your first flight to ******* but not to your connecting flight to *******. I am sorry for the inconvenience caused by your baggage delay, especially since your wife's medications were packed in her bag.

Regarding the delay in receiving your luggage, I'm sorry to hear about the multiple conflicting communications you received about the arrival time of your bags and regret that we were not able to meet your request to have the bags delivered to your hotel immediately. The remarks in your case show that your bags were received at the *************** later the same evening and a Baggage Delivery Order was created the next morning. While we have certain standard procedures, we should always strive to accommodate special circumstances, especially concerning medical needs. I apologize that you had to make numerous calls to our office to find out when your bags would be delivered and am sorry that you were not able to use the $100 voucher issued by the Spokane Baggage Office due to a card issue.

I understand that the offers of ***** miles or another $100 voucher did not meet your expectations given the extent of the inconvenience you experienced. The overall experience you described, including the missed hotel amenities and the time spent resolving these issues, clearly did not meet the high standards we set for ourselves. I am truly sorry for the inconvenience and disappointment you and your wife experienced.

As advised during your call to our office on October 14th, unfortunately, we are unable to provide reimbursement for your hotel in *******. As a gesture of apology for your experience, I am including another Discount Code for future travel on Alaska. Please reference the appropriate code below at the time of booking. 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 ECSR100CDMKR1538718, in the amount of $100.00.

****** ******, Discount Code ECSR100CNMKR1538717, in the amount of $100.00.

For your reference, I have copied the Discount Code issued to your wife on October 14th below.

******** ******, Discount Code ECSR100CSMSM1538448, in the amount of $100.00.

If you were required to purchase clothing or toiletries while waiting for your luggage, you may submit your itemized, dated receipts to us for review. Our address is: Alaska Airlines, Central Baggage Service - SEALZ, *******************************. You can also submit these receipts via email by replying to this email with the pictures attached as either a JPEG or PDF format. In addition, please provide your permanent address for processing.

******, thank you for reaching out to us. We hope to restore your faith in Alaska Airlines and would appreciate the opportunity to welcome you back under better circumstances. I am confident we will exceed your expectations on a future flight.

Sincerely,

******
Alaska Airlines

Reference#: 10467282
Incident#: GEGAS73786289
Customer Answer
Date: 10/16/2024

Complaint: 22421304

I am rejecting this response because:
1. the vouchers do not reimburse my wife and I for my time, effort plus the loss of enjoyable amenities at our hotel
2. after speaking to numerous Alaska Airlines representatives, I have no trust in Alaska Airlines and providing another voucher to be exposed to potentially the same treatment is not only unreasonable but disrespectful.

Sincerely,

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

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