Business Profile

Airlines

Alaska Airlines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

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.

If you've experienced an issue

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:10/13/2024
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 can't find any way to contact Alaska Airlines and get them to respond - chat fails, I never get responses from the feedback links, and this isn't a topic for a phone call. I'd like for them to answer me via BBB, as they have no other email options. To Alaska: I am trying to switch my business travel over to Alaska, and requested a status match, which was obliged - and thank you. Since then, I have been unable to use any of the guest upgrade vouchers, and otherwise haven't seen any value from or reason to switch to Alaska for the business travel. I have two upcoming bookings for personal travel where I *wanted* to use upgrade vouchers, but simply can't ever find availability - as such, i normally book with Delta where my status actually seemingly means something. In reality, the response I would like to see out of this is that I could somehow get these applied to my trips under EYAFFB, for my wife and daughter. This is linked to my reservation AKTHCJ. I would have used the guest upgrades for my family in this case. I've tried looking for any combination of flights on any dates on this route, and there is never availability - even on a completely empty flight. Makes no sense. Thanks in advance for your reply and to help me understand more.Thanks,**** ****** - MP # ********
Business Response
Date: 10/15/2024

October 15, 2024

Dear Jacob,

Thank you for sharing your concerns with the Better Business Bureau regarding your upcoming travel from Seattle to Kona and wanting to use your Gold Guest Upgrades for your wife and daughter's reservation. 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 contacted our Revenue Management Manager regarding the availability for redeeming your Gold Guest Upgrades and below is her explanation:

I can see the guest frustration. It’s strange he mentions flights are empty, AS842/1Feb KOA-SEA is at 86% LF (load factor) in coach and 50% LF in first cabin which is high at this point in time. Going to Kona is less demanded as it’s a Wednesday but it’s at 47% LF. As you may know, getting an upgrade this far out in a beach destination is usually not available as closer to departure there’s demand for these seats and at the end, they get released if possible.

For context, demand to Hawai’i in first class on AS is usually high, for this particular route, Delta seems to have only one flight that is close to one of Alaska’s weaker flights (arriving to KOA at 6:44pm, landing in SEA at 7:31 a.m on a redeye) which is another reason why the AS flights he’s requesting will likely sell in First Class as they have better timings (arriving to KOA at 1:00 pm, landing in SEA at 9:53 pm).

In other circumstances, it wouldn’t be possible to upgrade his family on both flights given the high demand the return is experiencing. However, I do want to make sure he feels heard by AS and able to use his perks. As a major exception, I have added the approval remarks on his family's confirmation code EYAFFB.

Jacob, my hope is that the above explanation helps you understand the reasoning behind the lack of availability for the flights you reserved. However, I need to emphasize to you that this is not something we can do for you in the future but our Revenue Management Director did want to show you that she hears what you are saying and was willing to make the exception. Your wife and daughter's reservation has been upgraded and I have redeemed four Gold Guest Upgrades from your account.

Jacob, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

Adora Becker
Customer Care Specialist

Reference#: 10467270
Customer Answer
Date: 10/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22417690, and find that this resolution is satisfactory to me.

Thank you to Alaska Airlines for helping rectify - I did want to point out that when we tried to use upgrade certs many months ago, first class was empty at the time. I haven't had the time or energy to really run with this until this past weekend, so thanks for your reply and action - it is appreciated!

Sincerely,

Jacob Bermel
Initial Complaint
Date:10/11/2024
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.
Sent an e-mail offer for 50% off flight upon approval of an application for credit via ***************. I was approved but did not receive the code for 50% off a flight. I called the company and *************** and was told no such offer was seen on their files. This was bait and switch/false advertising. I would like to ask the company be tagged by BBB for false advertising.
Business Response
Date: 10/12/2024

October 12, 2024

Dear Thea,

I appreciate that you took the time to contact Alaska with regard to the Discount Code you are to receive for applying and being approved for the Alaska Airlines Visa Signature Card.

The promotion you applied for will send you an email with your Discount Code ten days after you have been approved. Our records show that you were approved on 10/9/2024. Therefore you should receive it shortly. This was stated in the terms and conditions of the credit card when you applied. There was no bait and switch/false advertising.

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

Sincerely,

Adora Becker
Customer Care Specialist

Reference#: 10459382
Initial Complaint
Date:10/10/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,This airline is not honoring their price terms.They have a term for Price Guarantee on ************************** their term, NO mentions on Saver excluded, at the same time, they explicitly included the Saver fare.However, when I requested the Price Guarantee for my reservation, they said Savers are excluded, and refused my ************ is their related term on their website:********************************************************************************************************* ...The guarantee applies only to the exact same itinerary, flight number, cabin (First Class/Main Cabin), booking/fare class restrictions (Saver, Main, First), date of travel, and number of travelers....Which you can see Saver is clearly listed.I made a reservation on Oct 2nd on ***********************, the Confirmation code is "QISOUH".The flights are Feb 8th, 2025: AS 837 from SJC to HNL and on Feb 14th: AS 830 from HNL to SJC The price was $1066.95 for 5 people (3 adults, 2 children).Right after the purchase, ******** had the exact flights, but the price was $962.5 for the same 5 people. (later dropped to $958.5)Within 24 hours of booking, I could just cancel the *********************** reservation and buy on ******** instead with the lower price.I went to my ***********************, and there is a Price Guarantee button on my itinerary, I clicked and followed the terms and submitted the Price Guarantee form.They waited a few days before replying, made sure it passed the 24 hours free cancelation period. they asked me to call, and said it's a Saver fare, not eligible for Price Guarantee, and refused my ********** Saver is clearly listed in their terms, please ask them to honor their Price Guarantee for my reservation of "QISOUH".And if they do want to change their policy to exclude Saver fare in the future, have them remove the "Price Guarantee" button on any Saver itineraries, and state clearly in the terms that Savers are excluded.Thanks,- Lei
Business Response
Date: 10/10/2024

October 10, 2024

Dear Lei,

Thank you for your email to the Better Business Bureau regarding our price guarantee.

I am so very sorry for your experience. You do qualify for the guarantee and I have submitted it for processing. You should receive a credit within 7 business days. Again, my sincere apologies.

Lei, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

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

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

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.
In terms of the credit mentioned by the business, according to their price Guarantee term, the difference will be refunded into my original payment method.
So, I assume I will get a refund of $104.45 back to my credit card.

Thanks,

*** ****
Initial Complaint
Date:10/08/2024
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.
My family and I (Wife and son) were unable to clear security because the system recorded our birthdate incorrect. Ultimately, causing us to miss the flight and get rebooked for the next day. When I spoke with the Alaskan Airline agent and their customer ********************** I was told the error is not on them. I was told I need to contact eDream to dispute the matter, and to get our additional lodging and time compensated. The email eDream sent to me confirmed that they did in fact submit the correct birthdate. Furthermore, while being reboked at the counter with the customer ********************** representative over the phone we input out correct birthdate and their system registered the incorrect birthdate for all three of us, this was caught when the agent was unable to confirm the booking.
Business Response
Date: 10/09/2024

October 9, 2024

Dear Rupert,

Thank you for your email to the Better Business Bureau regarding your recent reservation.

I am very sorry for the trouble you had with your birthdates. So that I can do a thorough investigation, please provide me with your actual birthdates and confirm the confirmation code for your reservation.

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

Sincerely,

Adora Becker
Customer Care Specialist

Reference#: 10451326
Initial Complaint
Date:10/07/2024
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 most recent trip with Alaska airlines has been one of the worst flight experiences in recent memory. A major factor in that negative experience was the lack of communication from Alaska and gate agents regarding the severity of the delays. The first delay notice came about 30 minutes prior to our scheduled boarding time. It was just an hour delay so I didnt think much of it. That time came and went. The second announcement from gate agents was that the inbound aircraft was delayed and that it would be an additional hour. At this point we were 2 hours delayed The third announcement came only after customers started asking why we still had not boarded. The gate agents said that the plane had arrived but our crew was on another inbound flight that had not yet arrived. The crew finally arrived and we were boarded a full 3 hours and 18 minutes late. The fourth delay was when we were inside the plane itself. There was a mechanical problem and we had to return to the gate to get it ***aired/fixed. Some of the lights were not working so the captain had to let maintenance fix it. This required a restart of the plane.The fifth delay was in the air when we were told that air traffic control had to put us in a holding pattern for about 20 minutes while conditions improved in *********. We finally landed at midnight. A full 4 hours and 34 minutes past our scheduled arrival time. 10/7 - 10:30AM (after waiting on hold for 1 hour) in the morning, I spoke to customer care *** that claims delay was only 2 hours and not eligible for compensation. She tried telling me that there was an ATC stop and that was the issue for the delays. Thats extremely convenient and completely ignores the fact that we had to return to the gate for a plane issue. The lack of communication for the delays, and now lack of accountability and ownership from Alaska Airlines have really shattered my confidence in the airline.
Business Response
Date: 10/08/2024

October 8, 2024

Dear ****,

Thank you for your email to the Better Business Bureau regarding your recent flight. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.

So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with either your confirmation code and/or flight information. Please include the city pairs and date of travel.

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

Sincerely,

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

Reference#: ********
Customer Answer
Date: 10/08/2024

Complaint: 22391089

Confirmation code for this flight was KBXWVE
Start: *************, **
Destination: *********, **
Original scheduled arrival: 7:27PM
Actual arrival: 11:59PM

Sincerely,

**** *******
Business Response
Date: 10/15/2024

October 15, 2024

Dear ****,

Thank you for providing the information requested.

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

As a customer ********************** gesture, we've included 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 ECSR100CLMLG1538539, in the amount of $100

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

Sincerely,

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

Reference#: ********
Initial Complaint
Date:10/03/2024
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 spoke to an extremely rude agent by the name of Bebe - she had a nasty attitude and thought she was all that. She even cursed at me under her breathe.
Business Response
Date: 10/07/2024

October 7, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your interaction with our agent, Bebe. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.

So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with the day you spoke with her, the confirmation code this was regarding and, if possible, the city she is stationed in. They usually introduce themselves by saying, hello this is _____ in *****, ******* or ********

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

Sincerely,

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

Reference#: ********
Customer Answer
Date: 10/07/2024

Complaint: 22378505

I am rejecting this response because: this was the only way for me to respond to this. Bebe I spoke with on either Thursday or Friday of this past week and she also claimed to have notated my account so we should be able to find her!

Sincerely,

***** *******
Business Response
Date: 10/17/2024

October 17, 2024

Dear *****,

Thank you for sending the additional information.

I had the call pulled and two supervisors reviewed it. They found no evidence of Bebe swearing at you under her breath but do feel she could have handled the conversation a little more professionally. They will follow up with her.

In an industry where customer ********************** is a key feature, Alaska has always strived to provide exceptional service to our customers. From what you have portrayed, it is apparent that we have failed you in this regard. Along with my sincere apologies, I would like to offer you my assurance that your concerns have been shared with the for further review. ****** 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: 10/17/2024

Complaint: 22378505

I am rejecting this response because: y'all need to come better than that. Alaska has been acting up for the past year with em and as much I have flown with you for years I am beyond embarrassed and disappointed that this is our Seattle area airline of choice. I am very frustrated that you all continue to have no accountability. I was also charged a $50 change fee was told it would be refunded and its not. I should not have to keep reaching out to you all and dealing with crapper customer **********************. So what can you offer me in this context around all my issues.

Sincerely,

***** *******
Business Response
Date: 10/30/2024

October 30, 2024

Dear *****,

Thank you for your reply to the Better Business Bureau.

In order to determine if you are entitled to a refund for a $50 change fee, I would need the confirmation code and the reason why you were to be refunded. Please advise.

Sincerely,

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

Reference#: ********
Customer Answer
Date: 10/30/2024

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.Its not about entireled to. To be clear I am not looking for you to adjudicate whether or not the fee will be refunded. I am looking to you to execute the refund - I was already told that I would not have to pay because I should not have been charged to begin with. It was for my flight home on the first Monday in October from AZ to *******.

DJ
Sincerely,

***** *******
Customer Answer
Date: 11/01/2024
I thought I was pretty clear in my rejection that I was restricting it because I was told that the they need to go ahead and refund the fee because it was told to me that it would be refunded and my expectation is that the fee is already on my account, but it has yet to be and it sounded like she was trying to determine whether or not I deserve a refund, but thats not what we should be doing. We should be saying hey we see that this refund You know this person was already told had a refund and that we are going to honor that and make that happen and were sorry Mr. ******* because it took way longer than we expected. I dont think the refund was ever processed, but it was clearly told that they would be refunding it to me because I shouldve never been charged to change fee because if you call over the phone, there is no change fee and I also paid with points so they dont have any change fees or anything like that even when you do it online so its very Im confused as to why I was even charged one, which is why I ended up saying you know, Mr. ******* youre right let us just figure this out and well wave it for you
Initial Complaint
Date:10/02/2024
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.
The Alaska Airline is not responsible for the mishandling of my luggage and damaged my luggage. I reported the damage 12 days after my international flight but they say it should be within 7 days.The other airline has 45 days windows for any complaint.
Business Response
Date: 10/07/2024
October 4, 2024

Dear Mahyar,

This is in response to your BBB Complaint #22372683.

Thank you for taking the time to contact us regarding your recent baggage experience on your flights from Vancouver to Seattle, and continuing service to Cancun on August 22, 2024. From what you have described, I can certainly acknowledge that this was a disappointing experience for you and I appreciate the opportunity to address your concerns.

I was sorry to hear that your bag was damaged on your flight to Cancun. It is an unfortunate fact that all types of luggage are susceptible to damage for various reasons. While it is difficult to pinpoint exactly where your bag damage occurred, we always make every effort to return luggage to our guests in the same condition that it was given to us. I regret that we did not meet your expectations.

To ensure your concerns were being handled objectively, I took the liberty of sharing your file with my Leadership Team for further review. After this review, it was determined that the settlement decision you previously received, still stands as appropriate.

In the rare event that a passenger has an issue during domestic travel with their checked luggage, they must file a claim within 24 hours of the flight at their arrival location. If they traveled internationally, a claim must be filed within seven days of the event. Our records indicate that your travel date to Cancun was August 22, 2024, and we received correspondence from you regarding this issue on September 3, 2024.

Unfortunately, this does fall outside of the time frame required for reporting damage for international travel. Additionally, we did not receive any photos of the damaged bag to evaluate the damage to the bag. For this reason, we must respectfully deny your request for compensation. Please know that we follow standard guidelines to ensure all customer's concerns are handled fairly.

Mahyar, as a customer service gesture, I am including a Discount Code. 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 alaskaair.com.

Mahyar Sadat, Discount Code (eCert code) ECSR100CLMJB1535347, in the amount of $100.00.

In closing, I would like to extend an invitation for you to join us on a future Alaska Airlines flight. My sincere expectation is that, by doing so, you will have the opportunity to experience the high level of service that we are known for and that you deserve.

Sincerely,

Kerri
Central Baggage Service

Reference#: 10431797
Incident#: CUNAS43136360
Initial Complaint
Date:10/02/2024
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 have many grievances with Alaska Airlines lately. We have been long time, loyal customers. We travel frequently and also have my parents fly Alaska when they visit 1-2 times a month. We have Alaska visas that we spend & pay off $l0,000 to ****** a month.I have a daughter with Rett syndrome who is wheelchair bound. She cannot use her arms or legs, cannot walk at all or talk. This wheelchair is her legs and feet, her only means to get around. In June 22 2024 we flew from ******* to *******. I told them to please be careful not to break anything. When we arrived in ******* the arm rest was completely broken, the screws that bolt it in had been ripped off. Super frustrating. We were visiting ******* for three weeks. They did make an attempt to fix the arm rests which I appreciated. However they have never been right and just recently broke again now exposing screws and the arm rest doesnt lock and crushes anyones hands while shes being strapped down into vehicle. I have just been so frustrated with their lack of acknowledgement and finding a solution. Ive emailed them and they offered me 200 dollars off a future flight for the inconvenience. This is more than an inconvenience. We are in the process of getting new parts but could take MONTHS.What happened recently was the cherry on top, the final straw for me. I recently flew from ******* to ******* on Monday September 30 2024. I was sitting in row 8 in premium class. I usually fly first class or premium. However I do not think sitting in a certain area should be different treatment by flight crew. I had to use the restroom. The seatbelt sign was off, the lavatory was VACANT and no line. I walked up 5 rows to use the forward lav and the stewardess so discriminatory said you need to go to the back of the plane when there are no carts in the aisle. Not a please, thank you or smile. Ive never been treated so poorly or disrespectfully. It shouldnt matter where one sits- she could have at least asked KINDLY!!!
Business Response
Date: 10/07/2024
October 4, 2024

Dear ****,

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

Thank you for taking the time to contact us regarding your experience on flight 637 from ******* to ******* on June 2, 2024. From what you have described, I can certainly acknowledge that this was a super frustrating experience for you and I appreciate the opportunity to address your concerns.

I am truly sorry to hear that as long-time, loyal guests, you have had many grievances with Alaska Airlines lately. It's never our desire for our valued guests' travel experience to end in disappointment. I regret that we fell short of delivering the reliable and remarkable service that you expect from us.

As our guest, you have every right to expect your personal belongings to arrive on time and intact for you at your destination. I apologize that this was not the case for you as when you arrived in *******, the armrest on Paisley's wheelchair was completely broken, and the screws that bolt it in had been ripped off. Careful handling of your belongings is a critical part of our service, and it is discouraging to know that we let you down. Please know that your comments and concerns have been shared directly with the Station Managers in ******* and ******* for further review so we can continue to approve, and ensure that this does not happen on your future flights with us.

Alaska Airlines policy is to comply with the provisions set forth in the Air Carrier Access Act and detailed in 14 CFR part 382.129(b). In accordance with this section, when we receive a wheelchair or other assistive device for stowage, we shall reassemble it and promptly return it in the same condition we received it in.

In review of your situation, we believe we have not complied with the provisions of the Air Carrier Access Act (ACAA) in returning your wheelchair in the same condition in which we received it. For future travels please know that we have Complaint Resolution Officials (CRO) available in each city that we serve. These CROs are specifically trained in the Air Carrier Access Act and are available to passengers as a resource if the passenger feels that their needs are not being adequately met. While we are disheartened to know that we have let you down, you do have the right to contact the ******************************* (***) to pursue enforcement action.

If Paisley's wheelchair is not fixed to your satisfaction, please let us know so we can reach out to the ******************** which handles repairs, and find a solution that works best for you and Paisley.

In an industry where customer ********************** is a key feature, Alaska has always strived to provide exceptional service to our customers. It is apparent that we have failed you in this regard. I was disheartened to hear that you were treated so poorly and disrespectfully by the Flight Attendant on your flight on September 30, 2024. It is discouraging to know that not a please, thank you, or smile was given to you. This is not the kind of service that we are known for. I would like to offer you my assurance that the details of this matter have been shared with the Inflight Manager for further review.

In closing, ****, I would like to thank you for being an Alaska Mileage Plan member and a valued MVP member. Again, I want to sincerely apologize for the difficulties you encountered. We value your feedback to improve our airline and look forward to welcoming you aboard another Alaska flight soon. I'm confident that we will live up to your expectations.

Sincerely,

*****
Alaska Airlines
Central Baggage Service

Reference#: ********
Customer Answer
Date: 10/07/2024

Complaint: 22369872

I am rejecting this response because:
This is the same exact response that the same representative gave to me when I filed a complaint with the airlines itself. I would like to receive a phone call from a manager or a Superviser. This is unacceptable. Id also be more than happy to pursue litigation for unfair discriminatory treatment and removal of human rights as a disabled passenger on Alaska airlines.
Sincerely,

**** ****
Business Response
Date: 10/20/2024
Dear ****,

This is in response to your BBB Complaint #********. Thank you for taking the time to reply to our previous response. I want to assure you that we value your feedback and use it to improve our services. I sincerely apologize that your daughter's wheelchair is still not functioning correctly.

I attempted to call you on October 19th to discuss your claim, unfortunately, I did not reach you on the phone and left you a voicemail regarding the claim. As stated in the voicemail ******************* handles all of our Assistive Device claims, and you will be receiving a call from them on Monday, October 21st, 2024 to discuss the repairs made to your daughter's wheelchair. I am truly sorry that the repairs were not satisfactory the first time her wheelchair was repaired. If you have any further concerns please do not hesitate to reach out to us or ******************* regarding this claim.

Alaska Airlines policy is to comply with the provisions set forth in the Air Carrier Access Act and detailed in 14 CFR part 382.129(b). In accordance with this section, when we receive a wheelchair or other assistive device for stowage, we shall reassemble it and promptly return it in the same condition we received it in.

In review of your situation, we believe we have not complied with the provisions of the Air Carrier Access Act (ACAA) in returning your wheelchair in the same condition in which we received it. For future travels please know that we have Complaint Resolution Officials (CRO) available in each city that we serve. These CROs are specifically trained in the Air Carrier Access Act and are available to passengers as a resource if the passenger feels that their needs are not being adequately met. While we are disheartened to know that we have let you down, you do have the right to contact the ******************************* (***) to pursue enforcement action.

Please know that I have also shared your experience and concerns with our Central Baggage Leadership. I sincerely believe that by doing so we will be able to provide you with better service in the future.

Thank you for taking the time to contact us. We value your business and hope to welcome you onboard an Alaska Airlines flight in the future.

Sincerely,

Catie
Central Baggage Services

Reference#: 10141853
Incident#: SEAAS57460993
Customer Answer
Date: 10/20/2024

Complaint: 22369872

I am rejecting this response because:
I did not receive a phone call from you or anyone on October 19, 2024. Please be sure youre calling the correct number. I have filed a complaint with the DOT.
Sincerely,

**** ****
Business Response
Date: 10/31/2024

October 31, 2024

Dear ****,

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

Thank you for your continued correspondence with us regarding Paisley's damaged wheelchair. I acknowledge that this situation has resulted in a great deal of time and frustration, and I would like to extend my sincere apology for your experience.

Please know that we have tried to contact you three different times to discuss your case. Unfortunately, the calls went to voicemail, and messages were left. You are more than welcome to call our Central Baggage Office at ************** and ask to speak to a supervisor. We are open from 6:00 am until 10:00 pm PST. Please reference case # ********.

We have always put in every effort to provide exceptional service to our customers in an industry where customer ********************** is vital. We understand that this commitment involves careful and thorough handling of your baggage. You have every right to expect your personal belongings to arrive intact and on time at your final destination. I regret that we failed to meet your expectations.

Alaska Airlines policy is to comply with the provisions set forth in the Air Carrier Access Act and detailed in 14 CFR part 382.129(b). In accordance with this section, when we receive a wheelchair or other assistive device for stowage, we shall reassemble it and promptly return it in the same condition we received it in.

In review of your situation, we believe we have not complied with the provisions of the Air Carrier Access Act (ACAA) in returning your wheelchair in the same condition in which we received it. For future travels please know that we have Complaint Resolution Officials (CROs) available in each city that we serve. These CROs are specifically trained in the Air Carrier Access Act and are available to passengers as a resource if the passenger feels that their needs are not being adequately met. While we are disheartened to know that we have let you down, you do have the right to contact the ******************************* (***) to pursue enforcement action.

Thank you for taking the time to contact us. We value your patronage and we hope that you will allow us to demonstrate the high level of service we are known for and that you deserve on a future flight.

Sincerely,

*****
Alaska Airlines
Central Baggage Service

Reference#: ********
Customer Answer
Date: 11/01/2024

Complaint: 22369872

I am rejecting this response because:
You say youve called me three times. I have received not one phone call from you or any voice messages.
Sincerely,

**** ****
Initial Complaint
Date:10/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am seeking 2 business class tickets on Alaska Air from ******* to ********* in June 2025, over 8 months from now.We have the necessary advertised mileage credit for the tickets.An Alaska agent in ******* (***** - Delta 5) could find no reservations for us during a 44minute phone call, in spite of us offering flexible dates and willingness to fly on multiple partner airlines.On an Alaska flight on Sept. *******, we passengers were encouraged to sign up for an additional Alaska **** credit card because of how widely those miles could be used for travel.This is bait and switch.
Business Response
Date: 10/03/2024

October 3, 2024

Dear *******,

Thank you for sharing your concerns regarding mileage ticket availability with the Better Business Bureau.

At Alaska, we take a great amount of pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. I do apologize you were unable to find Business Class award tickets to ********** Award tickets are subject to availability and when using our partners, they are limited but not impossible to get at all. Although I understand your frustration, I can assure you that we do not "bait and switch."

*******, 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:09/27/2024
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.
Original complaint:Dear Alaska Airlines I am writing to express my extreme dissatisfaction with the service I received from Alaska Airlines on ******** 8/7/24 regarding my flight from ********* to ******* flight number AS354 I was extremely frustrated and inconvenienced when Alaska Airlines cancelled my original flight at the last minute, leaving me scrambling to find an alternative option. As a result, I had to book a new flight on short notice, which ended up costing me four times the amount I had paid for the original ticket.This abrupt cancellation and the subsequent costly rebooking caused me significant disruption and financial hardship. I had to rearrange my schedule, incur unexpected expenses, and deal with the stress of the situation - all due to Alaska Airlines' inability to properly handle my original reservation.I am requesting the following:- A full refund of the original ticket price $97.10 - Reimbursement for the additional cost I had to pay for the last-minute replacement flight American Airlines flight plus baggage fees $397.98 - Compensation for the inconvenience and disruption this caused, such as a travel voucher for a future flight The poor service and lack of adequate resolution from your airline is unacceptable. I expect a prompt response and swift action to make this right. Customer satisfaction and reliable travel experiences should be a top priority for Alaska Airlines.Please let me know how you intend to resolve this issue. I look forward to your response.Sincerely,***** ********* Update: Alaska is refusing to compensate me for the unexpected expenses incurred and is giving me a half assed apology by offering me a $150 flight credit which I do not want. I want the money back in the unexpected expenses I accrued by having to book a last minute flight with another airline. Shame on Alaska!
Business Response
Date: 10/03/2024

October 3, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your flight from ********* to ******* on 8/7/2024.

In reviewing your concerns, I do see that you have contacted our ************************ and received compensation. Unfortunately, we are unable to 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#: ********

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Alaska Airlines is NOT a BBB Accredited Business.