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: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.

  Alaska combined with Hawaii and promised DOT to accept hawaii airline miles 1:1, but they dont allow me to transfer my hawaii points to my alaska account, just because my first name is 2 letter, this is racist since only Asian people has 2 letter first names and all the customer care agents I talked to was not willing to help resolve this.

  Business Response

  Date: 09/27/2024

  September 27, 2024
  
  
  Dear Lu,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding your request to transfer your Hawaiian Airlines miles to your Alaska Airlines Mileage Plan account. 
  
  I was very disheartened to read your comments as Alaska is committed to providing an inclusive environment for both customers and **********************. We are committed to ensuring that everyone is treated equally and absolutely do not tolerate any form of discrimination.  I extend my sincere apologies for the way in which this situation made you feel.
  
  We reached out to the manager of the Mileage Plan program to determine why you were unable to transfer your miles. They indicated that there was a system issues discovered with ********** (the vendor we use for transferring miles) that was the cause of the issue. They are currently in the middle of correcting the problem and advised that it should be fixed by end of today, September 27th. I am sorry that you felt this was discriminatory due to your name. I can assure you that was not the case, and was simply a systematic problem that our Mileage Plan team was not aware of at the time that you contacted them for resolution. We appreciate you bringing this to our attention. We expect every customer to feel valued and respected and I truly regret that was not your experience in this case.
  
  Lu, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ****** ********
  Manager, Customer Advocacy
  
  
  Reference#: ********

• Initial Complaint

  Date:09/25/2024

  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 September 1st, 2024 I had a flight from ********* to ***************************I had flown in early morning on Southwest and unfortunately Southwest misplaced my luggage. Ultimately it came in on the next flight. I went to the Alaska ticket window 61 minutes before my flight was scheduled to leave. The gentlemen (did not get his name) started the process of checking my passport. A woman named ********/******* was overseeing what he was doing. The gentleman called to the gate and then proceeded to check my passport and information. This is when ********/******* intervened and started talking to the gentleman, I heard him say she has an hour and she has TSA pre there is no one in line she is fine.I asked what was going on she proceeds to tell me I will not be catching my flight today. I asked why? She stated well you needed to be here by 60 minutes prior and its now 55 minutes till. Mind you I had been standing there for over 5 minutes.I tried to explain how Southwest lost my luggage and attempted to show my documentation from Southwest showing my luggage was lost. At this time ********/******* put her hand up and turned her head. Then says next time read the fine print on your ticket, you won't be catching this flight today.********/******* was extremely rude and dismissive, I begged for her to reconsider mind you my flight companion was at the gate and on the phone with me this whole time saying they are calling your name at the gate right now. ********/******* advised I would need to take another flight and said you will be losing this flight credit as well as a no show. But will rebook me for the next day for $50.********/******* and the gentleman proceeded to look for another flight that is when ********/******* advised they will rebook me but I will need to take four flights. From SD to SF, SF to AZ, AZ to LA then LA to ****. Never once trying to book me on the same flight for the next day. Ultimately I had to rebook the next day directly.

  Business Response

  Date: 09/26/2024

  
  
  
  
  
  
  September 26, 2024
  
  
  Dear ******,
  
  Thank you for sharing your concerns regarding your recent flight from ********* to ******************* on August 31, 2024.  It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  In reviewing your reservation and concerns, the reason you were denied boarding on our flight was due to the check-in cutoff time.  Unfortunately, the reason you were delayed was as a result of Southwest misplacing your luggage.  You will need to contact Southwest for any compensation.
  
  However, I am very sorry that our agent, ********, was unprofessional in her handling of this.  You can be assured that this has been shared with her supervisor. 
  
  ******, 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: 09/26/2024

   
  Complaint: 22337492
  
  I am rejecting this response because:

  I was at the ticket window within my respected window time.

  Per my ticket I was to be there by 60 minutes prior I was there at 61 minutes.

  This is an ALASKA AIRLINES ISSUE!!! 

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

• Initial Complaint

  Date:09/23/2024

  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.

  In addition to airfare, an additional fee is required to check baggage. I utilized wheelchair assistance at my destination, therefore the gentleman assisting me retrieved my baggage. I did not notice the damage to my baggage until after I arrived at the house. I had traveled to ********** from ********** due to an sudden death in the family, therefore, I did not inspect and/or notice the damage to my luggage until no longer at the airport. I do not have the receipt for the purchase of the luggage as I borrowed it for my trip, which I will now be responsible to replace. (The baggage is a nice ***** ****** suitcase.) Did to no receipt, I claimed to be reimburse the "average, to to $100, without receipt" option. I received the following response from the Baggage Claim:"believe this to be damage caused by the ordinary handling of checked baggage. For this reason, we are not able to offer compensation for the damage observed to your luggage"I do not find it acceptable that not only am i required to pay them to "handle my baggage" but that they consider it "ordinary handling" to damage and break someone's luggage that is entrusted to their care. I am quite sure others would like to be aware of the fact that they are essentially paying additional for their luggage to be damaged and it will be considered to be an acceptable way of handling.

  Business Response

  Date: 09/27/2024

  September 27, 2024
  
  
  Dear ******,
  
  This is in response to your BBB Complaint #********.
  
  Thank you for taking the time to write about your Alaska Airlines flight from ******* to ************ on August 13, 2024. From what you have described, I acknowledge that this has been a very frustrating experience for you, and I appreciate the opportunity to address your concerns.
  
  I would like to offer you my deepest condolences on the sudden death of your family member. I can certainly understand how the damage to the luggage you borrowed for your trip further exacerbated your loss. As our customer, you should be able to trust that all your personal belongings will be waiting intact for you at your destination. Careful and thorough handling of your luggage is a critical part of our service, and it is discouraging to know that we let you down. I know that this experience did not live up to your expectations, and regret that we fell short of delivering the reliable and remarkable service that you expect from us. Please accept my sincere apology. Please know that I have shared your comments and concerns with the Customer ********************** Manager so that they can be addressed with the baggage handlers. In doing this, I hope that we can serve you better in the future. 
  
  I have submitted a request to refund your baggage fee, and have processed your payment in the amount of $100.00 USD for the bag damage. 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, 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.
  
  ******, as a gesture of apology for your experience, 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 ***********************.
  
  ****** ****, Discount Code (eCert code) ECSR200CKMNS516000, in the amount of $200.00.
  
  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,
  
  
  *****
  Central Baggage Service
  
  Reference#: 10276808
  Incident#: PSPAS76511352

  Customer Answer

  Date: 10/04/2024

  Hello ******,

  My apologies for not responding within the 7 day time frame.  After you reached out to Alaska Airline with my official complaint, I was contacted by them with an acknowledgment and apology and have accepted their reparations in rectifying the situation.  Thank you for your time and assistance in resolving this matter.  It is greatly appreciated. 

  Respectfully,  

  ****** Hill 

• Initial Complaint

  Date:09/22/2024

  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.

  They put a hole very expensive piece of Tumi luggage and have not offered an equivalent replacement or funds to repair. Their solution was a cheap bag.

  Business Response

  Date: 10/04/2024

  Dear ******,

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

  Thank you for taking the time to write about your damaged bag after flying on Alaska Airlines from ****** to ********* on September 6, 2024. 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.

  Please accept my sincere apology for the experience you had with your baggage. I am sorry to hear that there was a hole in your very expensive piece of Tumi luggage. Luggage damage can happen at any travel point. As a short explanation, checked luggage travels alone on a conveyor belt system through the airport, alongside thousands of other bags. The conveyor belt system includes turns, diverters, chutes, and kickers to ensure the bags are routed to their intended destinations. 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. I understand that you were not happy with the replacement bag that was offered to you. To ensure your concerns were being handled objectively, I took the liberty of sharing your file with my Leadership Team for further review. After their review, it was determined that the integrity of the bag had not been compromised, and the bag was still functional. Based on the photos you submitted, the damage to your luggage appears to be the result of normal wear and tear due to the ordinary handling of baggage. For this reason, the settlement decision you previously received, still stands as appropriate and we are unable to compensate you for this incident.

  I would like to once again apologize for your travel experience with us. I know that this experience did not live up to your expectations, but I sincerely hope you choose to fly with us again soon as I am confident we can prove to you the level of customer ********************** we are known for. Sincerely, ***** Alaska Airlines Central Baggage Service Reference#: 10343342

• Initial Complaint

  Date:09/19/2024

  Type:Billing 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 was a fraud victim about two years ago when someone opened an Alaska Air Credit Card in my name. At that time I called Alaska Air to close the account. Today I received an email about my Alaska Air mileage account. I contacted ******************** Air today to close the fraudulent mileage account, but they refused to close it without my date of birth, address, and a photocopy of my driver's license. I found this suspicious because they never verified it was me when the account was opened since it was fraud. However, they refused to close the mileage account without all of my personal information. I was uncomfortable providing this information due to the fraud, which I stated. I want my fraudulent mileage account closed with ********************** and am unsure how to proceed.

  Business Response

  Date: 09/20/2024

  
  
  
  
  
  
  September 20, 2024
  
  
  Dear *********,
  
  Thank you for sharing your concerns regarding the mileage plan account in your name that was opened without your permission. I have closed the account and do not require any documentation from you.  My apologies for your experience.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 09/20/2024

   
  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:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/19/23Got off American Flight 1715 American agent threatened me, didnt let me board, and kept my bags Police were at the scene I went to another airport and got another itinerary 11/19/23American says the bag landed in ********* 11/20/23American customer relations acknowledged my complaint Ref#1-33417895601 11/22/23The bag it was traveling with made it to Fairbanks 11/24/23Alaskan Airlines opened baggage claim Incident Number: FAIAS84808025 File Locator: FERDBK Bag tag number(s): ********** 12/1/23Alaskan says American refused to hand over the bag in Anchorage American says Alaskan is lying and to fill out a PPQ 12/2/23PPQ form sent to American 12/2/23American provides me with a link to file a baggage claim Ref#1-33442393435 5/6/24Alaska Airlines Statement of Mishandling filed 6/5/24Alaskan Airlines agent (Rhyden) says that my claim isnt legitimate 6/5/24Dallas police contacted about missing property Civil matter because nobody was witnessed committing a theft Incident# ******-404 6/10/24Alaska Airlines said they reviewed the complaint again and denied me again 6/10/24Alaska Airlines agent says the computer denied me for the same reason 6/10/24Alaska Airlines supervisor (Nou) says they will reopen the claim again

  Business Response

  Date: 09/24/2024

  
  
  
  
  
  
  September 24, 2024
  
  
  Dear Christian,
  
  This is in response to your BBB Complaint #********
  
  Thank you for reaching out to us with your concerns. I understand the distress and inconvenience caused by the mishandling of your luggage, and I sincerely apologize for the frustration this situation has brought you. I want to assure you I have reviewed your concerns again personally to ensure you have been treated fairly.
  
  First and foremost, I am genuinely sorry for your overall experience. In an industry where customer ********************** is a key feature, Alaska always strives to provide exceptional service to its customers. I also recognize this has been a lengthy process, and I am sorry this was not the desired outcome of your claim.
  
  Upon my review of your claim, I understand that you were originally scheduled to fly with American Airlines from ***************** to *********. However, due to an escalated situation, you were unable to board your flight and your luggage remained in possession of American Airlines or *** in *****************. You then rebooked yourself with Alaska Airlines on flight AS417 from ***************** without this luggage. 
  
  When you arrived in ********* on Alaska Airlines flight AS106, the agent created a courtesy claim for you FAIAS84808025 so we could assist in trying to reunite you with your luggage. Your luggage was still not in our possession at this time and was checked on your original reservation with American Airlines with the destination of **********
  
  We then sent the Statement of Mishandling on November 30, 2024, to further assist in locating your luggage. We did not receive this completed form until May 06, 2024, which is 169 days after the date of travel. As stated on page 2 of this form "Failure to submit this form within 45 days from the date of loss could preclude consideration of the claim".
  
  To explain further why this time frame is crucial, all unclaimed or misdirected luggage is held in the airlines secure lock-up area for a short time. Luggage is held at these locations because our goal is to reunite a passenger with their luggage. We take any steps we can to ensure this happens, including activating a trace for the missing luggage once we are notified of the loss via the Statement of Mishandling form filled out by the customer. A delay in returning the Statement of Mishandling form jeopardizes our efforts in this process. 
  
  Understandably, we take some effort to verify the authenticity of these claims. We use the information provided by our customers when considering a claim, which must also be consistent with our standard insurance policy. That said, we sometimes require further investigation into some of the claims our customers file with us.
  
  Once we reviewed your Statement of Mishandling form, we discovered some discrepancies. We found that you had filed a lost luggage claim with American Airlines file HQ1AA21985289 in December of 2023 for this luggage. On your signed Statement of Mishandling, you verified that neither you nor any other member of your household has filed a claim of loss with Alaska Airlines or any other carrier.
  
  Upon further review of this Statement of Mishandling, we discovered that the signature on this legal form does not match your legal name. The form is signed with the name Khrisstian ******, however, your identification provided via Government-Issued ID and on page 2 of the Statement of Mishandling, have the legal name of ********* ******* *****-******.
  
  It is unfortunate that considering this conflicting information, we regretfully cannot confirm the legitimacy of your claim with us and we cannot offer compensation for your situation.
  
  We have attempted to reach out to American Airlines on your behalf but have been unsuccessful in our attempts. I would highly suggest following up with American Airlines regarding your claim with them and the reference numbers associated with their claim. If you are alleging theft has occurred in this situation, I would also suggest following up with the police report created #******-404 so they may perform an external investigation as to what occurred, resolve your concerns, and identify what happened. 
  
  Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer **********************, we will always err on the side of our customers and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I am unable to assist you further. My sincere hope is that you will join us on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  Kaley
  Central Baggage Services
  
  
  Reference#: *******

  Customer Answer

  Date: 10/01/2024

  
  This claim regards Alaskan Airlines using deceptive tactics in order to avoid liability for lost baggage.
  
  (1) I was traveling with two bags and one successfully made it to me. The other one contained all the evidence of organized corporate fraud I collected while in law school in ********. I have yet to see any explanation for why only one bag made it.

  (2) Alaskan Airlines is talking about how I did not fill out a form within their *suggested* timeframe. The form was sent to me on 11/30/23 - but on 12/1/23 Alaskan Airlines told me that it was American Airlines refusing to hand over the baggage in Anchorage. American Airlines told me that Alaskan Airlines is lying about this. Then, Alaskan Airlines told me they would simply assume liability for the lost baggage. They did nothing to provide me with recovery for multiple months, and then started asking for the form again.

   

  (3) I understand that timeframes must be met for efficient operations. That is why the damages I am entitled to should be increased to account for my time they have deliberately wasted to avoid liability.

   

  (4) Alaskan Airlines is intentionally trying to misrepresent the information in those forms. I have attached them for your convenience. They claimed I "verified that neither [I] nor any other member of your household has filed a claim of loss with Alaska Airlines or any other carrier" on the Statement of Mishandling (SOM). On the *** I verified that I first reported the lost luggage to Alaskan Airlines on November 30th. The form also asked if I had reported the claim to any other airlines: I said yes, American. Then, the form asked if I had made any previous claims: I said no. They are trying to portray my perfectly reasonably response as a discrepancy. This is all on page 2 of the Statement of Mishandling.
  
  (5) Alaskan Airlines is trying to claim that my signature was not valid because it doesn't look like my legal name. A person's signature does not have to contain the same characters as their legal name. In fact, if you saw my legal name used as my signature then you would know it was illegitimate. They are using legally unsound reasons to portray my claim as illegitimate.
  
  Alaskan Airlines is making false claims about the facts of the situation to avoid liability. I would like the maximum recovery for this type of situation, including punitive damages.
  
  Attachments:

  (Alaska Airlines.docx) Notes on history

  (baggage-ppq-04132021.pdf) PPQ sent to American Airlines

  (SOM 11_30 signed (1).pdf) Statement of Mishandling sent to Alaskan Airlines
  
  Respectfully,

  --

  Christian M. Burns S*****

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  confirmation : QYKUWR Ticket ************* Ticket ************* This tickets were cancel as the trip was cancelled. $886.12 was charged on the MasterCard card with number ending in 0684 on Mar 19, 2023. To date, I have not received the refund. A full refund was suppose to be issued to the card of payment. It's been over a year and half, to date, no refund was issued or received. I called the Alaska airline refund at ************, the person answered the call was very rude and hung up the call. I demand Alaska airline to immediately issue the full refund to me to my original card of payment.

  Business Response

  Date: 09/19/2024

  
  
  
  
  
  
  September 19, 2024
  
  
  Dear ***,
  
  Thank you for your email to the Better Business Bureau regarding your unused tickets from 2023.  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 the ticket numbers you provided, our records indicate that you canceled reservation QYKUWR and received two residual value certificates on 3/22/2023 in the amount $443.06 each to the email address of *********************************.   Then on 5/12/2023 you redeemed all but $299.74 of your certificates for confirmation code WPWMPI, which you later canceled and, again, received a residual value certificate which had an expiration date of 5/12/2024.  Unfortunately, the tickets you purchased were non-refundable and when you received your residual value certificates, the expiration date was clearly shown, therefore we are unable to refund your tickets.
  
  Yue, 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: 09/19/2024

   
  Complaint: 22303567
  
  I am rejecting this response because:

  Alaska airline previously told customer a refund is issued, obviously, ******************** airline had deceived customers. 
  ******************** airline also had assured the certificate were reissued and extended the expiration date due to special circumstance, and that is also misrepresentation. 

  Given Alaska repeatedly lied to customers and didn't honor the refund nor reissurance of certificate, a class action will be filed against alaska. 

  
  Sincerely,
  
  Yue Du

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alaksa airlines requires a health certificate from the vet. So I got a health certificate from the vet and they still would not ship my cat out despite meeting all of their requirements. Yesterday I went in and my kennel didn't meet requirements. I will take accountability for that. Everything else was fine. So when I rescheduled the flight for today they told me my cats health certificate is "questionable" tho they said it has all the right information on it. I have had to spend another day in ******* for NOTHING. I am from ********. I like 4.5 hours away. I have done everything they have asked of me.

  Business Response

  Date: 09/18/2024

  
  
  
  
  
  
  September 18, 2024
  
  
  Dear *********,
  
  Thank you for your email to the Better Business Bureau regarding traveling with your cat. 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 your confirmation code and dates of travel.
  
  As always, thank you for flying with us. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***** ******
  Customer Care Specialist
  
  
  Reference#: ********

• Initial Complaint

  Date:09/16/2024

  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.

  Alaska Airlines:The wait time is always either 3 or 4 hour wait. If leave number call back much later or do not provide option to leave number.Agents all work at home and take so much longer to look up answers or to get a supervisor than beforfe Covid when all worked in the office. Work at homes have led to even worse service.Often hear music, children or other people in the background.

  Business Response

  Date: 09/17/2024

  
  
  
  
  
  
  September 17, 2024
  
  
  Dear ***,
  
  Thank you for reaching out to us with your concerns about your recent experiences with our customer **********************. We strive to provide efficient and professional support, and it seems we have not met those standards during your interactions.
  
  I understand that you have experienced unusually long wait times of 3 to 4 hours when trying to reach our customer **********************. This is certainly not the level of service we aim to provide, and I apologize for any inconvenience this has caused you. We are continuously working on improving our call management system to reduce wait times and enhance the availability of our callback options.
  
  Regarding the efficiency of our agents who are working from home, I apologize for any delays you have encountered in getting the answers you need or in speaking with a supervisor. The transition to remote work has been challenging, and we are actively working on training and resources to improve the speed and accuracy of our service.
  
  I also want to address your concerns about the unprofessional background noise during calls. It is important to us that our interactions with customers are conducted in a professional manner. I have passed your feedback to our team to ensure that our work-from-home environment maintains the high standards of professionalism that Alaska Airlines is known for.
  
  We value your feedback as it helps us identify areas where we can improve. Thank you for taking the time to share your experiences. We are committed to enhancing our services and hope to restore your confidence in us during your future interactions.
  
  Sincerely,
  
  
  
  ***** ******
  Customer Care Specialist
  
  
  Reference#: ********

• Initial Complaint

  Date:09/16/2024

  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.

  on Saturday September 14th my husband flew from ********* AK to ****** *** During his boarding I noticed the seat I had purchased from premium was not assigned. in chat with the airlines they said I never purchased it so I purchased again. An isle seat, I spent $80 for the upgrade. When my husband was in line boarding, they said he never checked in. He asked how he got through security and got a boarding pass if he never checked in. They didn't even answer him and told him to step aside. They gave him his old seat and handed his PURCHASED SEAT to someone else. I want a refund for the entire ticket. This was a nightmare. He got stuck in the middle of 2 large people for a long flight. Confirmation code:MOBQMA ******* ****

  Business Response

  Date: 10/03/2024

  
  
  
  
  
  
  October 3, 2024
  
  
  Dear ********,
  
  Thank you for sharing your concerns regarding ********* 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.
  
  Unlike many other commercial airlines today, Alaska continues to offer our customers the option to request their desired seat assignment(s) on Main Cabin and First-Class fares. Regrettably, our staff is occasionally faced with the unfortunate task of having to involuntarily change a ticketed customers seat assignment, which can happen for a multitude of reasons. However, I can assure you that such changes are not undertaken without due consideration and are only done when absolutely necessary for operational reasons. I understand the importance and convenience of assigned seating and apologize for the disappointment you experienced.  
  
  Although I am unable to refund ********* ticket because he did fly, I have requested a refund of the premium seat fee he paid.  You should see a credit within 7 business days.
  
  ********, 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#: ********