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:07/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Alaska Airlines did not provide the seats we purchased on Alaska 817 on 07/01/2024.My family of 4 which includes 2 children under 5 years old booked seats together. At the last minute, Alaska Airlines switched our tickets and tried to make us sit 10 rows away from each other. This obviously doesn't work when you're splitting up families with small children. Alaska Airlines refused to give us back our original seats, but we were able to convince some people on the airplane to move around so we could move back towards the back of the airplane and finally sit together.I have uploaded proof of the tickets I paid for and proof they moved us. They didn't even informed us they had moved our seats until we checked in the day of the flight.
Business Response
Date: 07/17/2024

July 17, 2024

Dear ********,

Thank you for your email to the Better Business Bureau regarding your and your family's recent flight on 7/1/2024 in which your seats were changed.
I saw that you were in contact with our ************************ and the issue was appropriately handled with you and ******* offered Discount Codes and your acceptance of them.

********, 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: 07/17/2024

Complaint: 21998214

I am rejecting this response because:
We did not accept anything. We did receive an email, but we did not accept it.

Sincerely,

*************************
Business Response
Date: 07/25/2024

July 25, 2024

Dear ******** and *******,

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: 07/25/2024

Complaint: 21998214

I am rejecting this response because: They switched me with a person of the same size. They moved further back on the airplane. The switch broke up our family which included two children under 5. They refused to fix it by switching our seats back. They prioritized putting a guy by himself in the middle of our family rather than switching the seats back.

Sincerely,

*************************
Initial Complaint
Date:07/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family and I arrived at the airport in plenty of time to make our flight on June 15, 2024. However, Alaska Airlines failed to properly staff their own counters and dreadfully mismanaged the 200+ person line of people just waiting to have documents checked. Virtually every person I talked to in that line had resigned to accepting that they, too, would miss their flight. After this mismanagement caused my family to miss our flight, the staff at the counter was utterly unhelpful and far from apologetic, instead taking a belligerent "not-my-problem" stance. Compounding the issue further, Alaska marked my family as "no-shows" despite us standing in their line for over 90 minutes. This categorization caused us to be dropped from our return flight. What ensued was over three hours on the phone with customer ********************** to try to reverse this and an additional $3,000 spent to get my family to our destination. The very least Alaska should do is refund the money for the outbound flight their malfeasance caused my family to miss.
Business Response
Date: 07/16/2024

July 16, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your recent flight from *********** to ************ It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

We recommend that you check in prior to departure to allow yourself enough time to proceed through the ticket counter line and reach your gate for boarding at least 30 minutes prior to departure. Our records indicate that you checked in at the ***** at 8:34 am and your flight was to depart at 9:15 am. That simply is not enough time especially for an international flight. We ask that you arrive 3 hours prior to your departure for all international travel so that we can ensure all documentation is in order for travel.

Unfortunately, we are not able to provide you with any compensation as we did make an exception and allow you to use the return portion of your ticket. Your ticket was a saver fare and if you do not use the outbound, no matter the reason, you lose all value.

*****, 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: 07/16/2024

Complaint: 21992811

I am rejecting this response because it's nonsense. The check-in at the kiosk referenced here was a ***************** on my part to try to accelerate the process after standing in that outrageous line for over an hour. I asked multiple Alaska reps for help and received none, so I left the line hoping that pinging that computer system would inspire someone to help us, but that was clearly not in Alaska's plans.
The "exception" referenced here is ludicrous and is borderline offensive. ****, thank you SOOO much for allowing me to use a flight THAT I PAID FOR...A flight, I might add, that my family and I would not have been dropped from in the first place if Alaska Airlines responsibly staffed their counters at ***. It's outrageous that Alaska Airlines thinks it is OK to treat families with small children and elderly passengers this way.

Sincerely,

*************************
Business Response
Date: 07/23/2024

July 23, 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 response is inadequate. Unfortunately, for your situation, we cannot offer 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: 07/23/2024

Complaint: 21992811

I am rejecting this response because Alaska still refuses to accept responsibility for attempting to torpedo my family's vacation through staff and schedule mismanagement. I have a video of their line on the day in question and nobody I've shared it with views it as remotely acceptable. Their own social media team was shocked to see how out of hand that line was. Regardless, Alaska's response here is effectively this: "We tried to ruin your family's vacation and we aren't remotely sorry about it. Please give us more money in the future." How can this company behave this way and still expect to be seen as a service business? I do not accept their response and will continue exploring avenues to make this right.

Sincerely,

*************************
Initial Complaint
Date:07/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Disputing the amount charged for additional checked baggage.Called pre trip and spoke to representative to discuss baggage fees.Purchased 1st class tickets which included 2 bags I was told by the rep additional bags where ***** each up to 8 bags then the cost went to 1***** each This was fishing trip so I purchased coolers in ********* and was planning on checking these tow bags at a rate of ****** for both When trying to check bags on line it defaults to ****** for four bags Im seeking the ****** extra charge
Business Response
Date: 07/15/2024

July 15, 2024

Dear ****,

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

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

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

Sincerely,

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

Reference#: ********
Initial Complaint
Date:07/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Complaint About Premature Gate Closure and Request for Compensation Dear Better Business Bureau,I am writing to formally lodge a complaint against Alaska Airlines regarding premature gate closures and flight delays, which have caused significant inconvenience and financial loss.Flight Details and Issues:Incident 1: ******* to ************ (AS 362, AIMIAJ)Date: June 20, 2024 Scheduled Departure: 9:55 PM Issue: I arrived at the gate at 9:45 PM, but it was already closed, contrary to the policy of closing 10 minutes before departure. I had to purchase a new ticket for the next day: AS 500 for $483.10.Incident 2: ******* to ************ (AS 500)Date: June 21, 2024 Scheduled Departure: 10:42 AM Actual Departure: 11:48 AM Issue: Multiple delays caused me to miss my rescheduled meeting.Incident 3: ************ to ******* (AS 363, AIMIAJ)Date: June 24, 2024 Scheduled Departure: 7:00 AM Issue: Gate was closed at 6:48 AM, prematurely. I had to use ****** miles to book a new ticket: AS 391 (OMOFMG).Financial Impact:New Ticket Cost: $483.10 Miles ***** ****** Request for Compensation:I request a full refund for the $483.10 spent on AS 500 and the ****** miles used for AS 391. Attempts to resolve this issue with Alaska Airlines have been unsatisfactory.Note: A separate issue occurred with Flight 453 (IYXYBO) on July 13, 2024, due to unforeseen circumstances, unrelated to the premature gate closures.I have always chosen Alaska Airlines for its excellent customer **********************, but these recent experiences have been disappointing. I appreciate your understanding and assistance in resolving this matter.Additional Information:Mileage Plan Number: ********* Phone Number: ************ Thank you for your attention.Sincerely,***********************
Business Response
Date: 07/15/2024

July 15, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your recent flights. 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 saw that you had reached out to our ************* Department. In reviewing the communication you had with our agent, ****, what she had advised you was correct. My apologies but we are unable to assist you further.

*****, 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,

***********************
************* Specialist

Reference#: ********
Customer Answer
Date: 07/17/2024

Complaint: 21987722

I am rejecting this response because the gate was closed more then 10 minute of departure time. Let them provide time of closing the gate of the flights mentioned in the complaint. Alaska airline consider this as a ticket type issue and for me it is a schedule issue.

Sincerely,

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

Initial Complaint

Date:07/14/2024

Type:Service or Repair Issues

Status:

Answered

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 first flight was delayed for mechanical issues. When I got to the hub, I missed my connecting flight and had to wait forever to get a hotel. I was rebooked for the first flight in the morning, but upon boarding, I needed to use the bathroom but was told no. They then bumped me off the flight for no reason and I am stranded in ******* and missing work because of their negligence and unwillingness to get me home.

Business Response

Date: 07/15/2024

July 15, 2024

Dear Makena,

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

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

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

Sincerely,

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

Reference#: ********

Customer Answer

Date: 07/24/2024

The confirmation code for the flight was

MTMXVS

The day and time was supposed to be

Sat, Jul 13, 6:59pm - 8:08pm

But it lasted much longer due to delay and then I had to stay in a hotel and didnt actually reach my destination until 10:00 due to being bumped off the first flight I was rebooked to, further delaying me.

Business Response

Date: 07/29/2024

July 15, 2024

Dear ******,

Thank you for providing your confirmation code.

After reviewing your reservation and reports associated with it, you were removed from the ****** to *********** flight due to inappropriate behavior. Unfortunately, I am unable to provide you with any compensation.

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

Sincerely,

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

Reference#: ********

Customer Answer

Date: 08/05/2024

Alaska Airlines discriminated against me as a church musician by bumping me off a flight so they could make me late to my church that is my employer. First, though, they threatened to confiscate my pepper spray (my only way of self defense) and toothpaste unless I paid 30 dollars to check my bag. Then, they delayed the flight due to mechanical issues and under compensated me. All they gave me was a ************************************************************************************************ and get a room key. I had to get up early because they rebooked me to the first flight in the morning that would get me to work on time. However, I needed to use the bathroom and the plane was delayed in takeoff, but a flight attendant said no. A different flight attendant said yes (without me asking again), and I went. When I came back, a random guy in a yellow vest said they were bumping me off for being disruptive when I just needed to use the bathroom and in fact didn't disrupt anything (the flight was already delayed in leaving the airport to begin with). they put me on the next flight, but that caused me to be 30 minutes late for my work. I demand more compensation.

Initial Complaint
Date:07/10/2024
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.
My husband, my 16 month old and myself were travelling alaska airlines from ******* to ************* on 9th July. Our flight was scheduled for 12:39pm on 9th July 2024. It intially got delayed to 1:15pm then to 2:39pm then to 3:30pm then to 4:30pm then to 5:10pm. We were travelling with a 16 month old and there was no guarantee given by anyone that the flight will take off so we had to reach ************ some how. They said they have no flight for ************ for the evening and then said there is a ************* flight at 4pm. We had no option but to wait until 4pm. With a 16 month it was so difficult. After the flight landed I asked for water - they said I need to ******* the flight and they cnt give me water to drink. I have never heard or seen such a service. After reaching ************* they told us our baggage is in the ************ flight we had a car seat in the baagge which was not delivered either. Because of that reason we couldnt go home by a cab. We had to take a train which was very unsafe was night and we reached home after 2.5 hrs train journey. All of this with a 16 month old was sooooo difficult. We didnt have enough food/water. It was mentally traumitizing. The staff was just so rude and unaccomodating all through out. I want compensation for all the mess and trauma and physical hardships we had to go through. It was suppose to be a 1.5 air journey. And we were suppose to be home by 2:30pm. We reached home at 10:30pm. I want compensation for all this mess. And they were not ready to deliver my baggage home - inspite of all the mess created by Alaska Airline.
Business Response
Date: 07/11/2024

July 11, 2024

Dear *****,

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

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

In reviewing the flight details, it does appear that your original flight to ************ did depart ******* at 5:24 pm and arrived in ************ at 7:35 pm. Unfortunately, when dealing with mechanical issues, we cannot guarantee whether or not a flight will depart until we determine what the issue is and resolve it. My apologies that this necessitated your taking a flight to ************* instead and then having to catch a train to ************ because your baggage and car seat were on your original flight.

In regards to your baggage, you will need to contact our Central Baggage Services Department for compensation. They can be reached at ************. Any agent will be able to assist you.

As a customer ********************** gesture, we've included two Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook 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 alaskaair.com.

*******************, Discount Code ECSR125CXMPG450362, in the amount of $125

*************************, Discount Code ECSR125CPMNG450363, in the amount of $125

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: 07/11/2024

Complaint: 21969304

I am rejecting this response because:

I think $125 person is less for all the hassle and pain we had to go through along with having a 16 month old with us.
The compensation per person has to be more.

Sincerely,

*******************
Initial Complaint
Date:07/03/2024
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 would like to file a formal complaint against Alaska Airlines due to a significant delay in my flight, which resulted in missing an important connection and incurring additional expenses. The situation is as follows:Flight date: July 6, 2024 Flight: Alaska Airlines 535 from ****** (***) to ************* (SFO)Confirmation number: NFOHZQ Scheduled departure time: 4:38 PM Actual departure time: 6:46 PM Due to the delay, I missed my connecting flight to ******, had to purchase a new airline ticket, and incurred other related expenses. Although I attempted to resolve the issue directly with Alaska Airlines, the company refuses to offer any form of compensation.I would like to highlight that in a previous case (Reference: *******), Alaska Airlines provided compensation for a similar delay. I am requesting consistent and fair treatment in this matter.I appreciate your assistance in resolving this issue and hope that Alaska Airlines will be held responsible for the additional expenses I had to bear.Sincerely,*****
Business Response
Date: 07/08/2024

July 8, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your delayed flight on July 6.

I saw that you had contacted our ************************ regarding this issue and were advised that because you purchased your ticket to ****** separately, we are not liable for any expenses you incurred. That is correct and I do apologize for the impact this had on you. Unfortunately, we are unable to reimburse your for any expenses nor provide 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: 07/08/2024

Complaint: 21939199

I am rejecting this response because:
Despite my efforts to resolve this issue directly with Alaska Airlines, the company refuses to offer any compensation, stating that they are not responsible for separately booked tickets on other airlines. However, I have experienced a similar situation in the past (Reference: *******), where Alaska Airlines provided compensation even though my tickets were also booked separately.
It is unbelievable that, despite showing that the same situation occurred previously and that Alaska Airlines compensated me for my losses, they now claim they cannot do anything because the ticket was purchased separately. In the previous case, my second ticket was also purchased separately, and yet Alaska Airlines covered my losses.
I am seeking consistent and fair treatment in this matter. I request that Alaska Airlines be held responsible for the additional expenses I had to bear due to the delay of Flight 535. Enclosed are all relevant documents, including my original flight itinerary, the new ticket purchased, and receipts for other related expenses.
If this issue is not resolved satisfactorily, I will pursue this matter in court, as I refuse to bear these losses.
Thank you for your assistance.

Sincerely,

*************************************
Business Response
Date: 07/17/2024

July 17, 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#: ********
Initial Complaint
Date:06/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are on vacation and flew from ********* Alaska to ********** with our final destination ********************. We left on Thursday the 27th with a stop in ******* then landing in *******. Uppon arivial we found that they left 3 out of 4 of our suitcases in ******* so we filed a claim with the baggage office, (which never got filled until we called central baggage). We then left *************** to drive to our final destination. We had called back the next day and they told us that they had all of our luggage and were going to forward them to ****************** and update us. We called again later that day and they said only one piece had made it to ******* and they had no idea where the other two were. They then said they will call ******* and have them reach out with a more accurate status, they never did after that we kept trying to call and we left voicemails and haven't heard anything back. Finally thanks to some information from **** she told us that they submitted them to be shipped via FED EX. We then called them the next day because no progress has be made an no one could tell us if they have been shipped out or picked up or anything. They keep telling us they will check on it and update us but no one has reached out we are Set to leave ********* Monday and still have not received any information.
Customer Answer
Date: 07/03/2024

Complaint: 21923559

I am rejecting this response because: In regards to my luggage I have received them however I did not receive them the day they said they would arrive therefore we had to buy another day of cloths and we had to go get them instead of them being delivered because that would have added another day.

V/R

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

Business Response
Date: 07/08/2024
July 6, 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 June 26, 2024. It is clear that this has been a frustrating experience for you, and I appreciate the opportunity to address your concerns regarding your luggage.

First and foremost, please accept my sincere apology that 3 of your 4 bags did not arrive with your flight to *******, especially since you had driven to your final destination. It was disappointing to find that the ******* Baggage Office had not filed your delayed baggage claim after your flight. I truly apologize that you were unable to reach the ******* Baggage Office when you called and that your voicemail messages were not returned.

Upon my review of your file, I found that messages had been sent to the ******* Baggage Office requesting that they contact you with information regarding your bags. I am very sorry that you were not contacted with timely updates regarding the status of your luggage or made aware of when you could expect them to arrive at your location. I was thankful to find remarks in your file that the ******* Baggage Office contacted you on July 1st advising you that your luggage would be rushed to ************* and that you picked up your bags on July 2nd.

We appreciate that you submitted your receipts for purchases made while waiting for your luggage. Your file is under supervisory review and we will reach out to you if additional information is needed. Please allow up to 4 to 6 weeks for your reimbursement to be processed.

Your feedback is important to us and by hearing from you we are made aware of areas where improvement is needed. I have taken the liberty to share your comments with the ******* Airport Manager for review, with the hope of serving you and other passengers better going forward.

I am very sorry for any inconvenience caused by your baggage experience. As a gesture of apology, 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 ECSR150CPMQP542722, in the amount of $150.00.

****, thank you for taking the time to share your concerns with us. We value your patronage and regret that we did not live up to providing you with the level of service that you expected. It is my hope we will have the opportunity to welcome you onboard an Alaska Airlines flight in the future, so we may demonstrate the award-winning service that we are known for and that you deserve.

Sincerely,

******
Alaska Airlines

Reference#: 10090522
Incident#: IAHAS05949232
Business Response
Date: 07/23/2024

July 18, 2024

Dear ****,

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

Thank you for your continued communication regarding your Alaska Airlines flight from ********* to ******* on June 26, 2024. We have received your response advising us that you rejected our response to your BBB Complaint, and I appreciate the opportunity to address your concerns.

Please accept my sincere apology that your luggage was delayed after your flight and for any inconvenience caused by your baggage experience. We appreciate that you submitted your receipts for purchases made while waiting for your bags, however, I am sorry that you had to pick up your luggage at the airport rather than wait for your bags to be delivered.

As described in our initial response to your BBB Complaint, your file was forwarded for management review for approval. I am pleased to advise you that your case was approved for reimbursement of your purchases in full settlement of your claim and a payout in the amount of $1,590.90 has been issued in a separate email sent today. For your reference, I have copied the Discount Code sent to you on July 6th below.

*********************, Discount Code ECSR150CPMQP542722, in the amount of $150.00.

****, thank you for reaching out to us. We value your patronage and look forward to welcoming you onboard another Alaska Airlines flight soon. I am confident we will exceed your expectations on a future flight.

Sincerely,

******
Alaska Airlines

Reference#: 10090522
Incident#: IA
Initial Complaint
Date:06/29/2024
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 am seeking compensation due to an un-voluntarily departure delayed/cancelled flight by Alaska Airlines. On June 29,24 my spouse and I were scheduled to depart to ******, ****** at 1:52pm out of *************** (***). Upon arrival to *** we were informed our departure flight was cancelled. To say this was upsetting, confusing and stressful is an understatement. We made special transportation arrangements to be dropped off at the airport as we live an hour and a half away therefor not an easy task to get to airport . Alaska Airlines rescheduled our departure flight at 6:03 pm. To be arranging transportation to and from airport/s is not an easy task due to distance. Please assist me in my request for compensation as per U.S. ********** of ************** if departure flight is over 2 hour delay, I am to receive compensation. Your assistance in the matter is greatly appreciated.
Business Response
Date: 07/06/2024

July 6, 2024

Dear Carolina,

Thank you for your email to the Better Business Bureau regarding your experience on 6/29/2024.

I regret that your flight was delayed due to a mechanical issue causing your connecting flight to have to be rebooked. I understand your disappointment in arriving to your destination later than anticipated and I am truly sorry for your experience. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety. I was happy to see that both you and ******* were sent $75 Discount Codes due to this delay.
I understand that you are requesting a refund due to your flights delay and for having to rearrange your ground transportation. Because your tickets were used a refund cannot be offered. With that said, due to the overall delay in getting to ******, I have taken the liberty of canceling the $75 Discount Codes that you were issued and I have reissued two $100 Discount Codes for future travel on Alaska. To use the code, go to alaskaair.com/planbook 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 alaskaair.com.

*******************************, Discount Code ECSR100CTMYP1489984, in the amount of $100

*****************************, Discount Code ECSR100CXMJP1489985, in the amount of $100

Thank you and have a wondeful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:06/24/2024
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 flight From ******* to *** was cancelled on June 23. Reservation number ANLXCW. The flight was supposed to depart at 6:35. After waiting 2 hours, with no clear communication during this times, the flight showed cancelled. Waiting in line with my 5 years old daughter and a husband with diabetes type one to get this resolved for another hour with only 1 employee at the counter. Finally I had to ask how this issue would be solved, they said that they have already modify my ticket for Tuesday June 25. So that means I and my husband would have to miss work 2 days. I called customer ********************** and after 50 minutes of being on hold, they were able to switch my ticket to go Monday at 5 am to ******* and wait there 13 hours to take an airplane to *******. They said there was nothing else for Monday so I took it. The company email me a voucher for the hotel, food and transportation. The hotel I chose was ****************, and the transportation offered didnt go through so I had to paid out of my pocket , total $55 dollars. No one was able to help me over the counter, not even the supervisor. I arrived at the hotel at 11 pm with no food whatsoever and my husband realized that he had no more insulting to last till 10 pm on Monday, so I called customer ********************** again and they were able to find me another ticket at United airlines with 1 stop in ****** to arrive to LAX at 12:51pm, only after I said that by law they have to find me another flight even if it is with another airline. Now, I have checked a bag already with Alaska for $30. Also, food is only $12 dollars per person. I need to be compensated for dinner and breaks fast for 3 people. My expenses are $55 for transportation, $30 bag checked, and $36 for food. I want to be reimbursed for all my expenses which add up to $121.
Business Response
Date: 07/08/2024

July 8, 2024

Dear ******,

Thank you for sharing your concerns regarding your recent flight from ******* to *********** on June 23rd. 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 canceled due to a mechanical issue. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

If you would be so kind as to send me itemized receipts for the expenses you incurred, I would be happy to review them for possible reimbursement.

******, 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#: ********

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