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.
202 complaints closed in the last 12 months.

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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:09/15/2024
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.
On Monday, 3 Jun 2024, I made a family-emergency flight on Alaskan Airlines Flight 738 (Ticket #************) from ******* (SEA) to ********* (LAS) after being notified of the surprise death of my older sister, 28 May 2024. When I found the airline had destroyed the main latch holding my suitcase closed, I immediately filed baggage claim #********** with them at their Alaska Air LAS office next to the luggage carousel. On 16 Jun 2024, I filed Alaska Airlines "Statement of Mishandling, Incident #LASAS70351777, Reference ID #******** (available upon request), describing in excruciating detail the damage they caused to my +$300 suitcase and asking for an immediate replacement or one of similar value. Alaska Airlines refused and offered me $100 cash, apparently to "shut up and go away". I contacted Alaska Airlines Customer ********************** and ******************** ********* President and CEO, ****** *********, to complain about their "senior abuse" of this +70-year-old retired US Air Force ********** Colonel and pilot, and again asked for my bag to replaced or reimbursed. The CEO's office assured me Customer ********************** would see to the matter. They didn't. Since then I was forced to purchase a replacement bag at my own expense and still seek reimbursement from Alaskan Airlines. My sister's premature death forced me to move in July from **************** to **** to see to her disposition and settlement of affairs. While doing so, my only other sibling, a half brother living a mile from my deceased sister, suddenly died in mid-August, further complicating my attempts at Alaskan Airlines reimbursement for damaging my suitcase. (Both obituaries available upon request.)
Business Response
Date: 09/18/2024
eptember 18, 2024

Dear Don,

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

Thank you for your email regarding your travel experience on Alaska Airlines flight 738 from ******* to ********* on June 03, 2024. I acknowledge that this has been a very frustrating experience for you, and I appreciate the opportunity to address your concerns.

First of all, I would like to offer you my deepest condolences on the surprise loss of your sister, and subsequent loss of your half-brother. I can certainly understand how the bag damage further exacerbated your loss, and for this, I offer my sincere apology for your experience. Additionally, I would like to thank you for your service as a US Air Force ********** Colonel and pilot.

I was sorry to hear that the main latch holding your suitcase closed was damaged on your flight. We understand that careful and thorough handling of your baggage is a part of this commitment. I regret that we did not meet that expectation for you, and that we fell short of delivering the reliable and remarkable service that you expect from us. We will continue to improve so we can take better care of you next time.

I have processed your payment in the amount of $328.90 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.

Don, as a customer ********************** 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 ***********************.

*** *******, Discount Code (eCert code) ECSR100CYMDC1531047, in the amount of $100.00.

In closing, 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#: 10016482
Incident#: LASAS70351777
Customer Answer
Date: 09/20/2024

Complaint: 22287930

Yes, Alaska Airlines offered an acceptable reimbursement amount, but payable only by using a debit card I DO NOT HAVE or via electronically sending me a digital prepaid card that can be added to something called an Apple or ****** Wallet I DON'T USE (nor do I plan to).
This senior accepts traditional bank checks by mail or a refund direct to my **** credit card (the same I used to buy my original Alaska Airlines ticket).
Thank you.

*** R. *******
Customer Answer
Date: 09/20/2024

Complaint: 22287930

Yes, Alaska Airlines offered an acceptable reimbursement amount, but payable only by using a debit card I DO NOT HAVE or via electronically sending me a digital prepaid card that can be added to something called an Apple or ****** Wallet I DON'T USE (nor do I plan to).
This senior accepts traditional bank checks by mail or a refund direct to my **** credit card (the same I used to buy my original Alaska Airlines ticket).
Thank you.

*** R. *******
Business Response
Date: 10/01/2024
September 27, 2024

Dear Don,

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

Thank you for your reply to our recent communication regarding your travel experience on Alaska Airlines flight 738 from ******* to ********* on June 03, 2024. I appreciate the opportunity to further address your concerns.

I was sorry to hear that you do not have a debit card to receive the payout electronically or are able to use the prepaid card. I have sent a request to our Accounting Team to issue you a check in the amount of $328.90 USD. Your refund will be processed within 20 days and mailed to you via **** from our Accounting department.

Once again, I would like to express my sincere regret that you had a negative experience with Alaska. We 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. I hope that you choose to fly with us again as I am confident that we can provide you with the customer ********************** we are known for and that you deserve.

Sincerely,

*****
Central Baggage Service

Customer Answer
Date: 10/01/2024
Complaint: 22287930

I am rejecting this response because:

Thank you for your actions to get a claim reimbursement check issued. However, your reply indicates that check may not be issued for up to twenty days from now, I will be out of the country from mid-October to late-November and unable to collect and process your check during that time. If your check "expires" (must be cashed) before then, we will be back to the starting point of this complaint.

It appears we will have to wait and see how responsive Alaska Airlines *************** is before we can consider this case closed. I appreciate your help in this matter.

Sincerely,

*** *******
Customer Answer
Date: 10/07/2024
Reference my BBB Great West & Pacific complaint #******** concerning Alaskan Airlines permanently disabling my primary piece of luggage in June 2024. Today I received their check #******* reimbursing me for my item, which I immediately deposited. Although it took four months and countless communications, I appreciate Alaskan Airlines ultimately resolving this issue in an agreeable manner and want to further express my sincere gratitude to your BBB Resolutions Consultant, "****** *.", for her personal attention in this matter. Please close my BBB complaint #******** as "resolved". *** *******, Lt ******** **** Ret.
Initial Complaint
Date:09/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had flown with you and was downgraded from the first class ticket I paid for to a coach seat due to weight and balance . Then during the flight, the attendant spilled coffee all over my leather shoes and ruined them. When I spoke with the customer ********************** desk at the airport, I was told they woukd give me a 225 discount code for the difference in price and I was told that I woukd get a como first class uograde on my next flight. I did recieve the discount code, but I have now booked a flight and want to use the comp first class upgrade I was promised as well. But, I don't know how to redeem and I called an an agent told me they have no idea . You need to stand by your word as a business if you want my future business. Please fix ASAP. I have my conformation # for new flight that I want upgraded as well if that helps.
Business Response
Date: 09/12/2024
September 12,2024

Dear *******,
Thank you for your email to the Better Business Bureau.
Upon my review I see that you have been in contact with our ************************* Please see the email below.

Sincerely,

*****
Customer Care Representative II

Reference#:10085092

September 11,2024

Dear *******,
Thank you for emailing ************************* regarding the compensation based on your travel experience on June 16, 2024. ***** asked that I research and respond on her behalf.
I apologize for the inconvenience you experienced when you were downgraded from First Class to Coach on your last flight due to weight and balance issues. Please be assured that such decisions are made strictly for safety reasons, and we regret any disappointment this may have caused.
Additionally, I regret to hear about the incident in which a flight attendant spilled coffee on your leather shoes. I extend my sincerest apologies for the damage and distress it caused.
Regarding a first-class upgrade, I sincerely apologize for any miscommunication, but we do not have the ability to offer first-class upgrades as compensation. After review, I found the communication string from your original complaint requesting a voucher for the difference in fare from the first-class ticket purchase to the main cabin seat flown due to weight and balance restrictions and the incident with the spill. Additionally, I see that our customer care agent, ******, addressed your concern regarding the discrepancy in your discount code and issued your $225 discount code as requested. While this does not make up for your negative experience, we hope you will accept it in the spirit it was intended. Regrettably, we do not have the ability to upgrade a passenger on an upcoming flight. Again, I apologize for the miscommunication.
*******, 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 Representative

Reference#:10085092

Customer Answer
Date: 09/12/2024

Complaint: 22273184

I am rejecting this response because:
I was promised the uograde theought your customer ********************** suoervisor at the airport, and.regardless ,if I was givin incorrect information. You need to stand by the words of YOUR employees at YOUR company. It is not the consumers fault that the employees are improperly trained or have incorrect.kmowledge. so again I ask for the uograde as promised.
Sincerely,

*************************
Initial Complaint
Date:09/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We booked tickets today on 9/10 for travel to ***** with Singapore airlines. The reservation includes Alaska Airlines from ********* to ******* on the way there, and ******* to ********* on the way back. However, when we tried to get our seats, Alaska says that there is no record of the reservation. They referred us to Singapore airlines who said they have no control over Alaska and referred us back to Alaska. This happened three times. It took us three hours and we still have no resolution. Alaska says they can see the reservation but cannot help us confirm that we are booked or help us get seats.
Business Response
Date: 09/11/2024

September 11, 2024

Dear ******,

Thank you for your email to the Better Business Bureau regarding confirmation KAHIKP.

I took the liberty of contacting our *********************** regarding this matter and they found that the agency you booked your travel through booked you are too separate confirmations but with the same ticket numbers. The confirmation code for your return flights is DOEYLC and your seating assignments for your Alaska flight are 18, A,B,C and D. If you want to change your seats you can call our *********************** with confirmation code DOEYLC at **************. Please note that when checking into your return flight your original confirmation code of KAHIKP should still work but if it doesn't, please use DOEYLC.

Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:09/08/2024
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.
**** ******************* is a staff with Alaska Airlines. She has been scamming victims here in both *** and ******. On June 1, 2024, I contacted **** ******************* on Kijiji. ** came to ********* this last June for vacation from **********. CJ was selling an ****** gift card for $100. ** sold me a used ****** card. ** refused to repay me my money back. I waited since June 1 ***** and ** kept promising to pay me back, but they didnt. Im PWD (Person with Disability) and my disability income is very limited. ** took advantage of my situation and that has caused me a lot of mental and financial stress. Below are screenshots of my conversations with **** on ******. I also attached her pictures along with her new LinkedIn profile (she deleted her old LinkedIn profile and completely deleted her account on ****** so that I dont have a way of chasing her). I dont belive that **** is working with Alaska Airlines. It appears that ** claimed to work with the airlines to show some credibility to potential victims. I trusted **** when I searched his name and saw that she worked at a reputable airline. **** has been scamming a lot of victims, but I can only speak for myself. For example, on 12/15/2022 *************************** filed a Small Claim - Other Small Claim lawsuit against **** *******************. I would like to know why would Alaska Airlines employee a scammer like ****? Here is the Linkedln profile for ****: *************************************************************************************************************************************************************************************************************
Business Response
Date: 09/11/2024

September 11, 2024

Dear ******,

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

I was very sorry to hear about your experience with ****. Upon my review I do not see that **** ***************** currently works for Alaska but I have shared your experience with our **************** and **************** so they can be aware of the situation.

Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:09/04/2024
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 received a text at 7:33p for my 9:13pm flight from SNA to ***, less than 2 hours before my flight. They said cancellation was due to 'Air Traffic Control issues' despite there being earlier flight in the day that had no issues. I was able to fly north past PDX to ********************** without issue so there was no reason why PDX should have been closed. I am a physician and needed to be in the operating room at 7a the following day for surgeries. I had patients, families, nurses, technicians, and hospital staff waiting for me. Showing up late or not at all was not an option. I took a 9:30p flight to *******, rented a car, and drove down 3 hrs with significant delays and no sleep so that I would arrive at 6:30am the next morning. My hourly rate is $500/hr and I asked for compensation of $3000 commensurate for my time and troubles for an avoidable cancellation. They could have put me on a 2pm flight earlier in the day but chose not to. It is completely unacceptable.
Business Response
Date: 09/07/2024

Thank you for your email to the Better Business Bureau regarding your reimbursement request.
Upon my review I see that you contacted our ************************ and your concerns were addressed and a reimbursement of $99.33 was issued on top of the $100 Discount Code that was issued. Unfortunately, as ******** advised, we cannot reimburse you for your missed salary. I am very sorry for any disappointment or inconvenience this may cause and I sincerely appreciate your understanding in this matter. Further, I have added the email that was originally sent by ********.

Thank you and have a wonderful day.

*****
Customer Care Representative II

Reference#:10272858

August 29, 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.
We truly value the trust you place in us for your regular commutes and understand the critical nature of your work as an Anesthesiologist.

I'm very sorry to hear about the cancellation of Flight 1159 from ************ to ******** on August 17, 2024. We strive to maintain our schedule integrity, however, at times unforeseen circumstances can lead to cancellations. I understand this disruption caused significant inconvenience, especially given your critical responsibilities at ***************************************

In researching your scheduled Flight 1159, it was indeed canceled due to the *** implemented ground delay program due to thunderstorms in the *****************. The *** instituted a ground delay program, and even closed ************** that day due to weather. A ground delay program means basically half of the scheduled departures and arrivals can operate. It gives flight more time to depart and arrive safely. Priority goes to flights that are already incoming, many of them international that do not have the fuel range to circle until the weather improves. It is a challenge for all involved.

Regarding the rerouting to ******* and the subsequent car rental to reach *********, I appreciate the efforts you made to fulfill your professional obligations despite the challenging circumstances. I have passed your feedback regarding the controllability of the delay and the use of tower issues as an explanation to our operations team for review.

I acknowledge the additional expenses and the inconvenience you experienced, including the $99.33 rental car fee and the impact of lost sleep before your work shift.While we typically do not cover such indirect costs, given the exceptional nature of your situation and your frequent use of our services, we are making an exception. I do see you received a prorated credit for the ******* to ******** segment of your itinerary.

Due to the very nature and many safety factors involved with the airline industry, we are unable to guarantee flight schedules or assume responsibility for the variety of personal or business consequences, which may result when a flight is delayed or canceled. Accordingly, I must respectfully decline your request for reimbursement of your salary.

We apologize for any inconvenience that our flight cancellation caused for you. Thank you for providing your car rental receipt(s) for review. We have submitted your request to our ********************* for a reimbursement in the amount of $99.33. An email confirmation from *********************************** will be sent to the email address of ********************** with additional details regarding how to claim the reimbursement directly to your debit card. Due to time restrictions this email may take up to 3-5 days to receive (depending on your browser settings we recommend that you also review your junk mail folder).

Please be advised to ensure your reimbursement is processed in a timely manner Alaska has partnered with a bank-grade secure platform called Payout Network for instant payouts. This platform leverages PCI-compliant data storage and a 3rd party vault to keep card data secure and anonymized. We can assure you that your card and information is secure and safe. For further details on this process please click on this link FAQ.

**********, we value your dedication to your patients and your choice to fly with Alaska Airlines. We hope this resolution demonstrates our commitment to your satisfaction and our appreciation for your loyalty as a frequent flyer.

Sincerely,

*****************************
Customer Care Representative

Reference#:10272858
Customer Answer
Date: 09/07/2024

Complaint: 22238122

I am rejecting this response because:
It is completely unacceptable. While you cannot reimburse for missed income you can reimburse for the ridiculous hassle and trouble that I went through as a good will gesture. Other airlines would offer a $1000 voucher or the like. The gate agent even offered me more than these ridiculous so called customer ********************** agents. Do better.

Sincerely,

*****************
Initial Complaint
Date:09/03/2024
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.
On August 2nd, we planned to take Alaska Airlines Flight 563 at 6:00 AM from *********** to *******. We arrived at the airport about an hour early, but when we got there, Alaska Airlines refused to let us check in, citing that check-in requires arriving one hour in advance. However, the information I found online clearly states that for domestic flights, check-in only needs to be done 45 minutes prior. I am certain we arrived one hour in advance. Moreover, we had plenty of time to board the plane and check our luggage. They allowed several other passengers who arrived at the same time as us to check in their luggage and board, but they did not allow us to board. This is completely unreasonable. They put us on a flight in the afternoon, but our time was wasted, and we were forced to wait for over eight hours. I demand an apology and compensation from Alaska Airlines.
Business Response
Date: 09/07/2024

September 7, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your experience on 8/2/2024

I understand that when you arrived at the airport you were told that you were too late to check your bags causing you to be rebooked for a flight departing 8 hours later. Because our customers count on us for an orderly and on-time departure, we have instituted a check-in procedure that requires our customers to be checked in at a minimum of forty minutes prior to the scheduled departure time and available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure time. At ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departure. There may be stricter airport-specific check-in procedures that vary from airport-to-airport; therefore, we always recommend reviewing our Traveling with us on *********************** prior to your flight for the most up-to-date information. Allowing customers to check-in late may delay the flight, as it affects many behind-the-scenes fuel, baggage, and weight-and-balance calculations being performed by our pilots and dispatch personnel. Therefore, in fairness to all our customers, we must respectfully decline late check-in attempts. I sincerely apologize if you feel that your situation could have been handled better and your feedback has been shared with our Customer ********************** Manager in *********** for their review.

As a gesture of goodwill, I have 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 ECSR50CJMBK1482748, in the amount of $50

***** **, Discount Code ECSR50CYMWK1482749, in the amount of $50

As always, thank you for flying with Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 09/07/2024

Complaint: 22227746

I am rejecting this response because: it does not address the core issue of unfair treatment. Despite arriving at the airport within the required timeframe for check-in, my party was denied boarding, while other passengers who arrived at the same time were allowed to proceed. This inconsistency remains unexplained, and Alaska Airlines has not offered compensation for the additional parking fees we incurred or the significant time lost due to the delay.
While they have offered discount codes for future travel, I do not feel this adequately compensates for the inconvenience we experienced. I hope Alaska Airlines will reconsider a fair resolution.
Sincerely,

***** **
Business Response
Date: 09/18/2024

September 18, 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.

We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.

I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.

Sincerely,

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

Reference#: ********
Customer Answer
Date: 09/18/2024

Complaint: 22227746

I am rejecting this response because: We are strongly dissatisfied with the way our concerns have been handled. While we appreciate the apology, your response does not address the specific issues I raised.
We specifically asked why, despite arriving on time, we were denied boarding, while others were allowed to board. Your reply is filled with rhetoric, rather than directly addressing our concerns. An apology alone is not enough when the fundamental issue remains unanswered and unresolved.
Fair treatment cannot be just a phrase used to placate customers. It requires concrete actions and a commitment to addressing legitimate concerns. Waiting this long for a reply that does not engage with the problem at hand is deeply disappointing.
In addition to addressing our questions, we expect appropriate compensation for the inconvenience and distress this situation has caused us. If Alaska Airlines truly values customer feedback and desires to provide exceptional service, then resolving our situation with honesty, transparency, and fairness is necessary.
We look forward to your prompt and comprehensive response.

Sincerely,

***** **
Business Response
Date: 09/27/2024

September 27, 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.

We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.

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 customer 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 must consider this case closed. 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,

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

Reference#: ********
Customer Answer
Date: 09/27/2024

Complaint: 22227746

I am rejecting this response because Alaska has never addressed my concern directly.

Sincerely,

***** **
Initial Complaint
Date:09/02/2024
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.
I was traveling from *************** to *************** on Friday August 23, 2024 on Alaska Airlines flight AS 645. The gate agent made an announcement looking for volunteers asking passengers to check their luggage. I thought I was doing the right thing and I volunteered. When I got home later that day, I discovered my make up mirror was smashed on one side. I filled out a baggage claim form and waited for a response. They denied the claim and now I am out $89 plus tax for doing a good thing. I feel that the airline makes enough money they should do the right thing.
Business Response
Date: 09/10/2024
September 10, 2024

Dear *********,

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

Thank you for your email regarding your travel experience on Alaska Airlines flight 645 from ******* to ******* on August 23, 2024. I appreciate the opportunity to review and address your concerns.

While I appreciate that you volunteered to check your luggage at the gate, I am sorry to hear that your make-up mirror was smashed on one side. Please accept my sincere apology for your experience with your luggage. We understand that careful and thorough handling of your baggage is a part of our service commitment. You have every right to expect that your personal belongings will arrive intact and on time at your final destination. I regret that we did not meet that expectation for you. I have shared your comments with the Customer ********************** Manager in ******* for further review and to see how this situation could have been handled better. We will work to improve and serve you better in the future.

We have processed your payment in the amount of $89.00 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 *****************, you must select the Digital Prepaid Card option in the email from ******************* in order to receive payment.

*********, as a customer ********************** 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.

***********************************, Discount Code (eCert code) ECSR75CNMJF1203443, in the amount of $75.00.

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,

*****
Central Baggage Service

Reference#: 10296983
Incident#: SEAAS60303265

Customer Answer
Date: 09/10/2024

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.

Sincerely,

*****************************
Initial Complaint
Date:09/02/2024
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.
I am so incredibly disappointed with Alaska Airlines. I had a family member (my only sibling) who had two major, unexpected surgeries this past week and was met with absolutely zero compassion. They were completely unable to work with me to even get a credit for thr airfare I booked for myself and my mom, which I have not experienced with Delta or United. The customer ********************** representative was as unhelpful as they come, and the lack of flexibility will absolutely be remembered next time I need to go see my family in ********. I would like some kind of credit for the nearly $800 I spent, or a partial refund at minimum. What kind of a business can sleep at night, profiting off of traumatized and grieving family members?
Business Response
Date: 09/07/2024

September 7, 2024

Dear *******,

Thank you for your email to the Better Business Bureau regarding your refund request.

Upon my review I found that you did not provide any flight information. So that I can review your request, please respond with your confirmation code, ticket numbers and original dates of travel.

Thank you and I look forward to your reply.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 09/07/2024

Complaint: 22228612

I am rejecting this response because: I was asked to follow up with confirmation details.
My Flight was booked on ****** (confirmation code: JERHNX on ******, and EZMBVW for Alaska). The flight dates are as follows: Friday, September 13th from 8:08PM-11:30PM going from *** to PDX on Alaska Airlines 19, and Monday, September 16th from 7:20AM-3:49PM going from PDX to *** on Alaska Airlines 18. Passenger name is ******* ***********************.
My mom was supposed to be traveling with me with the exact same flight numbers, dates and times, but her confirmation codes are as follows: LSGYBI on ******, and FCNPZO for Alaska. Passenger name is ******************************.

Sincerely,

*****************************
Business Response
Date: 09/18/2024

September 18, 2024

Dear *******,

Thank you for providing your and your Mom's confirmation codes. I can assure you that Alaska Airlines does not profit off of our customers' grieving or family issues.

As a one-time exception, we are happy to refund your tickets in full. Please be advised that the type of tickets you purchased - Saver fare - are highly restrictive and normally unless you cancel within 24 hours you will not receive either a credit or a refund.

You should see a credit within 7 business days back to your credit card. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.

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: 09/18/2024

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.

Thank you so much for the one time exception; I truly appreciate it.

Sincerely,

*****************************
Customer Answer
Date: 10/07/2024
This is in regard to complaint #********. I was told by Alaska Airlines on 09/07/24 that I would receive a refund within 7 business days and never did.
Customer Answer
Date: 10/17/2024
I have received a correspondence from the company that my refund is pending and will be issued in 3-5 business days but that was sent over 8 days ago. The accounts that were listed as refund sites are NOT accounts that I own, and when I reached out to the third party I bought my ticket from, as the email suggested I do, they were in the dark over a refund.
Business Response
Date: 10/24/2024

October 24, 2024

Dear *******,

Thank you for your reply to the Better Business Bureau.

I have verified that our ********************* processed the refund on 10/7/2024 in the amount of $371.20 to the **** card ending in 8190 for each ticket. In addition, they provided the name of the third party agency as "******." You will need to reach out to them regarding your refund.

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: 10/26/2024

Complaint: 22228612

I am rejecting this response because:
I was told by ****** that, since I was marked as a No Show by the airline, they need approval to release my refund. Please have someone from Alaska contact them to secure my refund.
See the attached photo for an email response.

Sincerely,

******* *******
Business Response
Date: 11/05/2024

November 5, 2024

Dear *******,

Thank you for your email. Alaska Airlines did approve the refund and sent it to ******. I do not understand why they are telling you we need to approve it when we had to send it to them to begin with. This was done on 10/7/2024. They need to provide you with the funds as we do not have them anymore.
Here is a copy of the email sent from Accounting stating the refund was processed:
Top of Form

Oct 9, 2024

*******/******* ****

Refund File: O100700174

Passenger Names: *******/******* ****

Ticket(s): 027 **********

Refund date: Oct 7, 2024

We are writing to let you know that a refund of USD371.20 has been processed for the ticket referenced above as a credit to your account ending 9579.

Please note that a separate confirmation email will be sent for each ticket/transaction in your reservation. It may take up to 48 hours to receive all confirmation emails related to this refund request.

In most cases, your credit card issuer will post the refund credit to your account within 3-5 business days. Refunds issued to a debit card may take longer, typically 10 business days, to be reflected on your account. Questions about the posted credit should be directed to your credit card company.

If you do not recognize the credit card number refunded and you have booked with a 3rd party vendor, please reach out to them, as we are required to refund the original form of payment submitted to Alaska Airlines.

Have questions about your refund? Email us at ******************************** Please include the Refund File reference number with your correspondence. We are also available by phone at ************, weekdays from 9:00 a.m. - 12:00 p.m. and 1:00 p.m. - 4:30 p.m. (PT)

Sincerely,

Alaska Airlines *************************************** SEAAR P.O Box 68900

P ************

*******, I hope this helps.

Sincerely,

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

Reference#: ********
Customer Answer
Date: 11/14/2024
Hi ******!

I thought I responded but I guess it did not go through; I still have NOT received my money back or a resolution from Alaska Airlines. When I called my third party that they claimed they sent the money to, they told me that since Alaska marked me as a no show (when they KNEW my circumstances beforehand) they will not authorize the refund.

Can you please help? This has gone on for MONTHS.

******* *******
Business Response
Date: 12/03/2024

December 3, 2024

Dear *******,

Thank you for your response to the Better Business Bureau.

As previously advised, a refund in the amount of $371.20 per ticket was processed on 10/7/2024 to the **** card ending in 8190. If this is not your personal ***** it is the travel agency's who you booked the ticket through. They have received the funds, we no longer have them.

My apologies for your experience, but there is nothing more we can do for you.

Sincerely,

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

Reference#: ********
Customer Answer
Date: 12/03/2024

Complaint: 22228612

I am rejecting this response because:
Hi! As I have stated multiple times, even though you released the funds, they will not be released to ME until you change mine and my moms status from a no show. I talked to my third party and they will ONLY release the funds once Alaska has confirmed with them (******) that I am able to receive them. I will not get a cent back until someone from your company reaches out to them.
Sincerely,

******* *******
Business Response
Date: 12/16/2024

December 16, 2024

Dear *******,

I am so sorry for the issue you are having receiving your funds.

Once again, I have verified that the funds were sent back to the travel agency. It is interesting to note that the travel agency is the one who "voided" the tickets, not us. They have your money. There is nothing I can do as we do not have your money.

If it helps, you can show them this email stating that you did not fly and we, as a customer ********************** gesture, refunded the tickets back to the original form of payment which is the travel agency's credit card.

I truly wish there was more I could do, but there isn't.

Sincerely,

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

Reference#: ********
Initial Complaint
Date:09/01/2024
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.
Hello,My name is *******************************, and I am an Alaska Airlines Mileage Plan Member (279175175).I took 2 flights on an Alaska Airlines partner Airlines (Aer Lingus) in April. I called Aer Lingus (as per the recommendations on the Alaska website) once before and once after (within 7 days) of the flights and provided them with my mileage plan number. However, my miles were not added to my account.I then filed an official complaint with all of the necessary information on the Alaska Airlines, and still did not hear back. I have attached my itinerary information below (Airline confirmation: 2MHELS): I took one flight from ******************** to ****************** (April *****, 2024) I took another flight from ************** DUB to ************************* (April 26, 2024). When I called Alaska Customer **********************, I was asked to send you an email with my itinerary. Please confirm with Aer Lingus and add my miles to my Alaska Mileage Plan Account. I almost exclusively fly Alaska several times a year, and I am extremely disappointed with the service I have received thus far. I want my miles to be added immediately.This has taken too long to resolve. Alaska Airlines and Aer Lingus are partners and need to figure this out and post my miles immediately. I require a quick resolution to this issue, and I want my miles to be posted to my account ASAP.Thank you, *******************************
Business Response
Date: 09/07/2024

September 7, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your missing Aer Lingus flights.

Upon my review I was happy to see that after you reached out to our ************************ your missing Aer Lingus flights were posted to your Mileage Plan account. Please see the below email.

Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********

September 3, 2024

Dear *****,

Thank you for contacting Alaska Airlines ************** Your missing Aer Lingus flights are now posted. You are welcome to view your online activity by logging in to your My Account profile at www.alaskaair.com.

Sincerely,

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

Reference#: ********
Initial Complaint
Date:08/31/2024
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.
My husband and I had plans to go to ****** December of 2023. My brother has stage four cancer and ended up being in severe distress. We cancelled our flight and purchased tickets to go to ********** where my family lives. I called to speak to a ***resentative and I was told that we would get a credit for the balance of the cost of our tickets. I was told we had one year to use our credit. I started to plan a trip when the credit didn't seem to be deducted from the total. So I checked to see what was going on and found out that my credit expired 3 days before. I called and the *** said nobody would help me because it expired. I have now lost a lot of money!! I have emailed corporate twice. They acknowledged the email but have yet to help me. I just want our credits given back to us. We will use them right away.
Business Response
Date: 09/10/2024

Thank you for your email to the Better Business Bureau regarding your expired credits.
Upon my review I see that you contacted our ************************* and three Discount Codes were issued in the amount of $600, $600 and $575.
Thank you and have a wonderful day.

Sincerely,

*****
Customer Care Representative II
Customer Answer
Date: 09/12/2024

Complaint: 22225261

I am rejecting this response because: I would like to wait until I receive the actual credits. I have not received anything except for I noticed by email or a $350 credit so I would like to wait until I received everything that Alaska airlines says that they are sending me.

Sincerely,

***************************
Customer Answer
Date: 09/18/2024
I have not received any credits that the message in my complaint said I received. No email regarding the credits for $600,$600, and $575.

Will you send me something confirming these and how I am to go about redeeming the credits.
Business Response
Date: 09/20/2024

September 20, 2024

Dear ******,

Thank you for your email to the Better Business Bureau regarding your Discount Codes. Below is a copy of the email sent to you on September 9, 2024.

September 9, 2024

Dear ******,

Thank you for sharing your follow up. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

I do see a total of $1760.76 did expire. I have voided the initial $350.00 Discount Code sent, and issued three Discount Codes totaling $1775.00.

Once a credit certificate expires, it is gone from our system, and cannot be reactivated. Discount Codes highest increment is $600.00, so that's why I had to break it up as I did.

As a customer ********************** gesture, we've included three Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to **************************************************************** enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at ***********************.

****** *******, Discount Code ECSR600CJMWB044543, in the amount of $600

****** *******, Discount Code ECSR600CYMTB044544, in the amount of $600

****** *******, Discount Code ECSR575CTMHB003348, in the amount of $575

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,

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

Reference#: ********

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: 09/21/2024

Better Business Bureau:

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

Sincerely,

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

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