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

  600 Airport Dr Sitka, AK 99835-9437

• 

  Alaska Airlines

  1200 Airport Terminal Way Ketchikan, AK 99901-5767

• 

  Alaska Airlines, Inc.

  2400 John Brantley Blvd Morrisville, NC 27560

• 

  Alaska Airlines

  406 Burrell Ave Lewiston, ID 83501-4524

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:08/27/2024

  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 need some compensations for our stress not having medicines for three days. We are above 890 years old to run to *** and Pharmacy for medicine. I have COPD and my husband had open heart surgery. So from Sunday we are worried and may be we wi;lll get our luggage tomorrow(no time limit)

  Business Response

  Date: 08/28/2024

  
  
  August 28, 2024
  
  
  Dear ***************,
  
  This is in response to your BBB Complaint Case #********.
  
  Thank you for taking the time to write about your Alaska Airlines flight from *********** to ******* on August 17, 2024.  It is understandable that this has been a frustrating experience for you and I appreciate the opportunity to address your concerns.
  
  I was very sorry to learn that you were without medications needed by you and your husband after you had mistakenly taken another passenger's bag at the ***************. According to the remarks in your file, you had called our office to inform us that you had mistakenly taken the wrong bag after your flight and requested that we pick up the bag that you had taken and deliver your proper bag.  Unfortunately, due to security issues, you were advised that we were unable to accept the bag to bring back to the airport. We appreciate that you returned to the airport and picked up your bag on August 20th.   
  
  I apologize for any stress you and your husband experienced while you were without your medications.  Since the delay was due to a luggage swap in that the wrong bag was taken by you, we are unable to assume liability for your case and provide compensation. However, as a customer ********************** gesture for any inconvenience caused by your baggage experience, I am including a Discount Code for future travel on Alaska. Please reference the appropriate code below at the time of booking. 
  
  Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. Complete Discount Code rules and restrictions can be found online at alaskaair.com.
  
  *******************, Discount Code ECSR100CLMWL1520945, in the amount of $100.00.
  
  ***************, we appreciate that you took the time to share your concerns with us.  We value your patronage and look forward to welcoming you onboard another Alaska Airlines flight soon.  It is my sincere expectation that we will demonstrate the exceptional service that you deserve on a future flight.
  
  Sincerely,
  
  
  ******
  Alaska Airlines
  
  Reference#: 10268998
  Incident#: SEAAS26718379

• Initial Complaint

  Date:08/26/2024

  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.

  Our flight #AS359 sat on the tarmac for approx 45 min - 1hr as the airplane at the gate haissues with baggage handling. It turns out bagagges were wrongly loaded onto the airplane by Alaska employees at the gate causing us to sit out on the tarmac even longer and miss our connecting flight from SEA to PDX. I cannot sit on standby with my wife and two kids waiting for another possible flight with the next possible flight@ 1630. I went to gate C10 and customer care said they couldnt do anything besides reschedule the flight and put my family on standby. I called *********** and the *** stated she couldnt do anything for me. I called *********** and the *** said I needed to get a hold of customer care. Im tired of the run around. We are renting a car and driving from SEA to PDX. This is unacceptable. I need the flight from SEA to pdx cancelled and refunded and reimbursement for the rental car.

  Business Response

  Date: 08/27/2024

  
  
  
  
  
  
  August 27, 2024
  
  
  Dear Robbe,
  
  Thank you for sharing your concerns regarding your recent flight from ***** to ******* with a connecting flight to *********  It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight was delayed on the tarmac due to a system outage with SeaTac's baggage system.  This delay was not as a result of something Alaska Airlines did and all passengers on all airlines landing at ****** had the same issue.  
  
  Although I am unable to refund your rental car expense, I have refunded the ******* to ******** segment of your tickets.  You should see a credit within 7 business days.
  
  Robbe, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: ********

• Initial Complaint

  Date:08/24/2024

  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.

  4/30/24, booked a trip to ********** under two reservations for myself, wife and child (reservation ****************** original return flight scheduled to depart at 12:50 AM on 8/19/24 with a connecting flight from *** at 8:00 AM 8/19/24. On 6/9/24 we received an email that our flight was changed to depart ********** at 8:02 AM with a connecting flight from *** at 1:00 PM on 8/19/24. I upgraded the reservation for reservation #EBNAAV to be first class for the LAX to Seattle flight. On 8/18/24 at 11:12 PM we received an email that our flight was once again changed to depart at 10:40 AM on 8/19/24 with the connecting flight from *** at 2:25 PM. We called customer ********************** to confirm our flights and waited about 3 hours for a return phone call where we confirmed the flights and given our new seats with the first class upgrade. We arrived to the airport and our flight was delayed. We boarded the plane and left the gate. once waiting on the tarmac we were notified that there were communication issues. we waited for maintenance to arrive and they fixed the issue. we then waited on the tarmac and were informed a door would not lock and once again waited for maintenance. The issue could not be resolved and the flight was cancelled. We received a bus to a hotel and food vouchers. The vouchers were limited to $14 dollars a person and the items on the menu were not in our dietary needs so we paid additional to meet our needs. We had breakfast vouchers which were used but sub par. Our lunch voucher could not be used as we had shuttle before lunch so we paid for our own lunch. Our flight was set for 9:00 AM and instantly delayed until 2:00 PM. We waited many hours after the 2:00 PM delay and missed our connecting flight in ***. landing in *** and going through customs we arrived to our hotel at 12:00 AM 8/20/24. We couldn't use our dinner voucher as everything was closed. Ultimately we were delayed 43 hours, missed work and school. first class upgrade was returned after calling

  Business Response

  Date: 08/25/2024

  
  
  
  
  
  
  August 25, 2024
  
  
  Dear ******,
  
  Thank you for  your email to the Better Business Bureau regarding confirmation codes HKUSPH and EBNAAV.  t's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  In reviewing your concerns, I do see that our ************************ proactively provided you with compensation.   
  
  ******, 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: 08/26/2024

   
  Complaint: 22192149
  
  I am rejecting this response because: Alaska was proactive with some compensation but did not fully cover our loss. Each passenger was offered 3 different travel vouchers (1: $350, 1: $50, 1: $50 per person.) each voucher stated they cant be combined so it would force us to take 3 trips to use the value. Our 2 first class upgrades were not automatically refunded and had to call for the corrections to be made. We still paid $9 out of pocket for our first dinner. Due to having to take the shuttle from the hotel we could not use our lunch vouch and paid out of pocket for lunch which was $26.55. We were given a dinner voucher when we landed at *** but were unable to use as all food options were closed by the time we arrived at the hotel by the provided shuttle (picture included showing all food options closed at 11:30 pm, picture taken at 12:14am when searching for food. We went without food for this night. We had to call customer ********************** to ask for travel vouchers to be combined per person so we can use the true value in one booking instead of three and to ask for the first class upgrade refund. We were told we needed recipients for the missed meal but thats impossible as no food was available so we obviously cant have a receipt. Still missed work and missed pay due to the 43 hour delay. We are loyal Alaska card users and this was a disappointment.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/23/24 I always allow my son to play games on my phone. He was in my phone and I received a notification from my bank that 2 tickets have been purchased. I asked my son for my phone and he states he was just seeing how much it costs to go places and he charged my card $860 premium seats. I immediately called Alaska Airlines to see if there was something that could be done but they stated that those were too many steps for a 10 year old as if kids do not know how to follow steps. They said they will not refund me even though we wont be on a flight. I thought it was rude and disgusting that they would insinuate that a 10 year old cant book a ticket when they sign up for Fortnite on their own with no problem anyway I then asked if I could be given a certificate instead for future use they said no because it was a saver ticket but again my son was exploring out of curiosity and chose premium seats they still wouldnt refund. Saddest thing is that was my kids school clothes and school supply money. Now I am unable to provide for my kids needs because Alaska airlines is cold and heartless toward loyal customers. That was heartless, pathetic and shows how they feel about families in a time of need also because he added names they said it had to be done by an adult that is absurd but I will never ever use Alaska Airlines again I go find my SPIRIT first!!

  Business Response

  Date: 08/24/2024

  
  
  
  
  
  
  August 24, 2024
  
  
  Dear ******,
  
  Thank you for sharing your concerns regarding the ticket your  son purchased when playing on your phone.  t'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 am so very sorry that this happened and, I am sure, your son has learned a valuable lesson.  However, I prefer not to make you or him pay a price for what he did.  He's a kid.  I have submitted a request to our ********************* to refund the tickets in full. You should see a credit within 7 business days.
  
  One thing of note, our agent was correct in advising you of the "rules" of the ticket, however, an exception could have been made.  I have shared this with our Reservations Supervisor for follow up.
  
  Angera, thank you for writing.  I can assure you that Alaska Airlines is not heartless nor pathetic, we are human and sometimes make errors, much like your son did.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 08/24/2024

   
  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:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked flight 2154 several months ago using our new AA credit card. The flight was scheduled to leave at 9:55 AM. Now they have changed it to leave at 7 AM. We have a 2.5 hour drive from ************ and will now have to leave our home at 3 AM. This is after a work day on Dec. 20. Both our kids have school and we work in schools. This is a terrible situation for us. We paid more money to get a reasonable flight in the morning. I am on the phone with customer relations listening to music for 25 minutes now they won't even answer the phone. From AA agent : I have started a report to share your feedback. The reference number is ********.******. I asked ****** for email to write and address that way but she won't provide it so I have to file this complaint.

  Business Response

  Date: 08/24/2024

  
  
  
  
  
  
  August 24, 2024
  
  
  Dear ********,
  
  Thank you for your email to the Better Business Bureau regarding your flight in December.  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.
  
  Unfortunately, schedule changes are a common occurrence in the airline industry, as airlines alter their schedules every few months to accommodate seasonal changes in demand. When a schedule change happens, we attempt to find the best alternative arrangements for your itinerary. While we do our best to keep negative changes to a minimum, we understand that our suggested alternative may not work and we will do our best to offer viable options, including itinerary, date or time changes, with no service fee or even a full refund. 
  Unfortunately, you will need to contact Reservations in order to see if there are any alternatives.  If there are not, please contact us after you have traveled and we will revisit the situation for you.
  
  ******, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22187247
  
  I am rejecting this response because:

  i paid for a more expensive flight and AA as given me a less expensive flight and told me to address after flying. This is an unacceptable response.

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

• Initial Complaint

  Date:08/22/2024

  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.

  My Alaska Airlines flight from ****** was delayed due to reasons within Alaska Airlines control (Milk Run, Pilot Retirement farewell speech, CoPilot speech, son of Pilot speech, water jet sendoff etc.). This caused us to miss our next flight out of ******* and cause a two day delay. Alaska Airlines has fully reimbursed my family for lodging, food, and **** rides as proof of their error. However our ticket refunds were not handled appropriately. My son's Premium Seating (extra legroom) was downgraded to coach and refunded for the actual cost of $183.99. My First Class Seating was downgraded to coach and I was refunded only $144.73. You read that right, according to Alaska Airlines it is cheaper to fly First Class then Premium. Even when proof was shown that First Class was going for over $1,200 more than coach for the same flight segment, the reimbursement was still at $144.73.I only asked for an Alaska Airlines mileage equivalent of my first class leg that was lost, but that too was denied.This is not the same Alaska Airlines that we knew and loved from years past.

  Business Response

  Date: 08/23/2024

  
  
  
  
  
  
  August 23, 2024
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding our recent flight from ****** to ********
  
  In reviewing your concerns, I saw that you had reached out to our ************************ and have had your concerns addressed appropriately.
  
  We value your patronage and look forward to your next flight on Alaska Airlines.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22183208
  
  I am rejecting this response because:
  Rather then explaining where Alaska Airlines gets their pricing of First Class vs Coach ($144 difference in refund), even when given proof of the pricing difference from the passenger, they instead give the same exact  carbon copy response that is found within the customer ********************** manual that the representatives are given. See all my attachments from the initial submission. Its the exact same.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/21/2024

  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.

  On 8/21/24, I received an email from Alaska Airlines offering $25 credit per person to change the flight. I clicked on the option to change the flight to 7:00 AM from 11:30AM from *** to ANC airport on Sunday, 08/25/24, confirmation LTWJAH. After clicking on the 7:00AM on 08/25/24, I received an email stating the flight is on 08/27/24 instead of 08/25/24. I contacted Customer *** immediate through chat and they were not able to help. They did resend the email promotion but the link does not work. The $50 credit for 2 people could not be claimed. I rebook the flight to 08/25/24 at 6:00AM from SEA to ANC costing me $618.40, confirmation OFDAWD. I am seeking for a full refund of $618.40 because of the damages caused by their system malfunction. This is a bait and switch.

  Business Response

  Date: 08/22/2024

  
  
  
  
  
  
  August 22, 2024
  
  
  Dear *********,
  
  Thank you for sharing your concerns regarding confirmation code LTWJAH with the Better Business Bureau.  It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  In reviewing your concerns and looking at the original email we sent you that offered the credit, the 7:00 am flight you chose was only offered on August 27th and 28th and shows that in the email.  I have re-sent the email to you so you can see the dates.  This was not a bait and switch at all nor was it a system malfunction.  The dates were clearly marked.  Unfortunately, we are unable to refund your tickets.
  
  *********, 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: 08/22/2024

   
  Complaint: 22174515
  
  I am rejecting this response because:

  
  I still have not received the $50 credit for 2 people. It was invalid when I used it to book a new flight.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/28/2024

  
  
  
  
  
  
  August 28, 2024
  
  
  Dear *********,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  Unfortunately, you are not eligible for the credit due to the reasons I stated in my previous email.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22174515
  
  I am rejecting this response because:

  Alaska Airlines offered $25 credit and did not honor it after I changed the flight. This is false advertisement, bait and switch and scam!

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

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have always had a great experience with Alaska Airlines except for this flight- Flight 287 from EWR to *** on August 20, 2024. Flight confirmation number HNCGWS. Flight was overbooked, and volunteers were asked to give up their seat for compensation ($750, hotel, and ****** I went up to the counter at the gate, asked if they still neede volunteers, they said yes, and they took down my info, and I waited. I waiting until the entire flight was boarded without anyone giving me an update, and I had to interrupt one of the Alaska Airlines employees to ask what was ultimately going on, because otherwise they would have closed the gate. I was then ultimately told that they now did not need me, and to board the fight. I was quite upset, but didnt have time to really do anything about it and discuss it with anyone because they were goingto close the gate, as I was basically the last person to board. And because I had to wait until everyone boarded, I now also had to check my carry-on bag because there was now no more room in the overhead bins in the cabin. Not only can my soft side carry-on now be damaged, but I do not have any other checked baggage with me, which means I now can't just depart the plane on arrival and get to my destination - I now have to go to baggage claim to get my carry-on, further delaying me. I have had nothing but great experiences for years with Alaska Airlines prior, but this experience was absolutely horrible.I understand that dealing with overbooked flights can be hectic, and I know the staff is under a lot of pressure to handle the situation, and I know that rude and demanding flyers make it that much more difficult, which is why I calmly and patiently waited. I woukd like to know what Alaska Airlines will do since I was not compensated and had a very negative experince overall. Thank you.

  Business Response

  Date: 08/22/2024

  
  
  
  
  
  
  August 22, 2024
  
  
  Dear *****,
  
  I appreciate that you took the time to contact the Better Business Bureau regarding your recent flight.
  In reviewing your concerns, I see that you have already contacted our ************************ and were provided compensation.  
  
  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: 08/22/2024

   
  Complaint: 22171820
  
  I am rejecting this response because:

  I was told by the representative I spoke with that they weren't able to resolve the complaint and issues I had, as they didn't have the authority to do so, and as such, anything they provided was just a general courtesy and not in any way a specific resolution to the issues I had regarding my flight.

  Furthermore, I am adding to this complaint that the fear of damage to my carry-on I had about having to check my bag at the gate that I did originally mention in my complaint did in fact become a reality, as damage was done to my carry-on directly as a result of being forced to check it at the gate as a direct result of me patiently waiting thinking that I was going to be compensated and put on a future flight.

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

  Business Response

  Date: 08/28/2024

  
  
  
  
  
  
  August 28, 2024
  
  
  Dear *****,
  
  Thank you for your response.  What our agent provided you for the issue with your flight was appropriate compensation.
  In regards to your carryon bag damage that was escalated to our Central Baggage Services Department and I saw that they had responded to you.  If you are dissatisfied with their response, please feel free to ask to have it escalated within their department.
  
  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: 08/28/2024

   
  Complaint: 22171820
  
  I am rejecting this response because:

  I do not feel what was provided was appropriate compensation given what occurred. Also, I will repeat again that I was told by the representative that what they did was considered separate from that my specific complaint was regarding. 

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

  Customer Answer

  Date: 09/26/2024

  I have always had a great experience with Alaska Airlines except for my last flight - Flight 287 from EWR to *** on August 20, 2024 (flight confirmation number HNCGWS). Flight was overbooked, and volunteers were asked to give up their seat for compensation ($750, hotel, and ****** I went up to the counter at the gate, asked if they still needed volunteers, they said yes, and they took down my info, and I waited. I waiting until the entire flight was boarded without anyone giving me an update, and I had to interrupt one of the Alaska Airlines employees to ask what was ultimately going on, because otherwise they would have closed the gate. I was then ultimately told that they now did not need me, and to board the fight. I was quite upset, but didn't have time to really do anything about it and discuss it with anyone because they were going to close the gate, as I was basically the last person to board. And because I had to wait until everyone boarded, I now also had to check my carry-on bag because there was now no more room in the overhead bins in the cabin. I was afraid that my carry-on bag would be damaged, and I made that concern clear to the Alaska Airlines employees at the gate. My bag was ultimately damaged, so my fears were justified. Despite my carry-on bag having a cover on it, it was still quite damaged -- deeper cuts into the luggage fabric and plastic guards, and one of the handles also came loose. I filed a claim (Reference#: ********, Incident#: LAXAS51194931). I just received a response from Alaska's Central Baggage Service, and they have informed me what occurred is a result of normal wear and tear and would not be offering compensation. First, I have never experienced that kind of overall damage from checking a bag, and second, one of the handles came loose, so I don't understand how that is considered "normal wear and tear from ordinary handling". I have had nothing but great experiences flying with Alaska Airlines prior to this flight.

• Initial Complaint

  Date:08/20/2024

  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.

  Hello,In July I needed to immediately rebook a flight due to the crowdstrike issue that impacted Airlines. I had to start a volunteer program on a Monday and had to book a Sunday flight unexpectedly when my Saturday flight was canceled.I specifically chose to fly Alaska Airlines and first class with me and my daughter from LAX to **************. The Alaska Airlines website explains the size of the seat the seat pitch and the footrest that allows first class passengers to lie back and put their feet up which makes sleeping on an airplane significantly easier for me and my daughter. Due to the fact that we will be flying overnight and arriving in the morning before ***orting to the program I paid the nearly double price of a first class ticket for this benefit.Unfortunately, when we boarded the plane and sat down in first class there was no foot rest and there were no blankets or pillows available for anyone on the plane. I was told that these planes do not have a foot rest and I was also told that they don't hand out pillows and blankets after covid. However, a few weeks later I took an Alaska Airline flight I had already booked to ******************, on this short to our flight I did have a blanket and pillow.I was not able to sleep on the plane because there was no foot rest and I had no blanket and I had no pillow which I had been counting on. My daughter couldn't sleep either. We arrived in ************** Monday morning very tired and had a terrible first day.I contacted Alaska Airlines to explain the problem and show them the advertising I was shown and I am attaching which explains that a foot rest is part of the first class seat I asked Alaska Airlines to reimburse me the difference in price between a coach economy seat and a first class seat for both myself and my daughter.This would constitute roughly $650 total. The Alaska Airlines *** told me that she could offer a $75 voucher per passenger. I told her I needed the full difference in price.

  Business Response

  Date: 08/21/2024

  
  
  
  
  
  
  August 21, 2024
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding your recent flight in First Class.  
  
  In reviewing your concerns, I saw that you contacted our ************* Department.  After a thorough review of your reservation and our agent's response to your concerns, what she offered was appropriate and we are simply not able to reimburse you the $1,423.00 you requested as you did travel in First Class.
  
  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,
  
  
  
  ***********************
  ************* Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22170354
  
  I am rejecting this response because a $75 reimbursement per passenger is unacceptable given the blantant false advertising that induced me to purchase a first class ticket. I demand reimbursement closer in-line with the discrepancy between a coach fare and falsely-advertised first class fare. 

  Also, I need to clear up a confusion regarding the price requested. The total fee for the airline tickets was approx. $1,400 but the price difference was approx. 3x the price of the ticket. 

  My request therefore is to reimburse me for the difference in the travel fare or to issue a credit on Alaska Airlines: approx $466. 

  I will accept a $300 reimbursement or credit voucher and recommend that you amend your representations about Alaska Airlines first class offering. The lack of footrest makes the first class seating experience nearly identical to coach.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flight schedule back from ********** ****** to *********** 08/08/2024. As I was about to board the plane the flight attendant accused the group I was of being intoxicated. She proceeded to try and get me kicked off the plane. If it wasnt for the captain it would have happened. I had not been drinking nor I was intoxicated. I filed a complaint with Alaska and asked for follow up on how the manner would be handle. Customer agent at ******************** stated that the complaint was filed and thats all that could be done. I would like a call from Alaska and understand how this is going to be dealt with. If the captain had chosen not to come out of the cockpit I would of been left in another country because the flight attendant decided I was a problem.

  Business Response

  Date: 08/27/2024

  
  
  
  
  
  
  August 27, 2024
  
  
  Dear **************,
  
  Thank you for sharing your concerns regarding your flight from ********** to ***********. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you. I appreciate your patience while I researched the details of your flight and the circumstances during the boarding process.
  
  After receiving feedback from both Flight Attendants,  we are satisfied that the appropriate policies were followed by the Flight Attendants, Captain, and Airport Agents. We rely on our inflight crew to make difficult judgements in the interests of flight safety and sometimes those judgement calls may appear to be overly harsh. The inflight crew must weigh the competing interests of Customer ********************** against the potential hazard of a passenger who is not compliant during flight. 
  
  After discussing the situation between themselves, the inflight crew concluded that you were not a posing a risk to inflight safety and the decision was made to allow you to travel. If the process of arriving at that decision caused you any stress, we apologize, but again, the priority for the inflight crew is safety of flight. We will not be providing any compensation for the this situation.
  
  I noted you also expressed concern about being left in a foreign country. If you had been denied boarding, provided that you did not pose a continuing risk to flight safety, the airport agents would have made alternate arrangements for your travel back to *****************, either on Alaska Airlines or by providing a refund and allowing you the opportunity to book travel on an alternate airline.
  
  Thank you for writing.  We value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 09/01/2024

  Complaint Number: 22157632
  
  I am writing to formally protest the recent incident I experienced on my Alaska Airlines flight.
  
  In my previous correspondence I may not have been clear about the incident or my request to Alaska. To clarify,...
  
  During the boarding process, the flight attendant made a public accusation that our group was intoxicated. She shouted loudly, within earshot of all first-class passengers, "YOU GUYS ARE INTOXICATED! I AM NOT DEALING WITH THIS AGAIN! I'M NOT DEALING WITH DRUNK PEOPLE ON THE PLANE."
  
  This behavior was both unprofessional and unfounded. None of the passengers in our group were intoxicated, and the flight attendant's accusation caused unnecessary distress and embarrassment.
  
  Following this incident, the flight attendant attempted to have me removed from the flight. Fortunately, the pilot intervened and prevented this from happening. Despite her earlier accusation, the flight attendant then proceeded to serve our group alcohol. This inconsistency is deeply concerning and suggests a lack of proper training or adherence to safety protocols.
  
  I am primarily concerned with the flight attendant's inappropriate behavior and the potential risk it poses to future passengers. I believe it is essential that Alaska Airlines investigate this incident and take appropriate corrective action to prevent similar occurrences.
  
  I am not requesting compensation. My goal is to ensure that Alaska Airlines addresses this issue seriously and takes steps to ensure that its passengers are treated with respect and professionalism. I want to be informed on how Alaska chooses to correct this issue.
  
  Sincerely, 
  *********************