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

  108 5000 Miller Rd Richmond, BC V7B 1K6

• 

  Alaska Airlines

  1423 Cannonball Trl Yorkville, IL 60560-4542

• 

  Virgin America

  555 Airport Blvd Burlingame, CA 94010-2000

• 

  Alaska Airlines Inc

  19318 Ventura Blvd Tarzana, CA 91356-3046

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:06/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked travel from ***** to ********* on July 14 with Alaska Airlines confirmation code WUOVHT. After making the reservation I noticed that my partner's last name was misspelled. It showed as Santa while her actual name is *****.I called Alaska Air to remedy this spelling error and first spoke with **** (******). He informed me that in order to make the change there would be an Agency Service Fee of $300. This amount struck me as absurd. I asked him if he could do anything to get that down and he did offer a $75 credit that brought it down to $225 which I still think is too much. I would understand something in the area of $50, that's a reasonable service fee for a small item like this. I asked him to elevate the ticket and he transferred me to ******* (******). I'd like to say that both representatives were very nice and pleasant and I know they are just following policy.The issue here is that because of the strict policies with TSA, the names have to be spelled exactly as they appear on an ID. The Airline knows this and is taking advantage of the situation. I could understand if we were changing from one passenger to another a fee like this, but that's not the case, it's the same person. If we don't accept the fee for the change, she cannot board the flights. If we take the refund, it's not issued to me the person who made the purchase, but to the misspelled name and that person does not exist.They knew I had no choice and essentially forced me to pay this price. Considering I had no other choice, I gave them my credit card and paid it.Lastly, see below in the screenshots provided that they requested authorization from ******* but sent it to me *****, which also does not line up. I'm not asking for the full amount back, I just want a reasonable adjustment.

  Business Response

  Date: 06/06/2024

  
  
  
  
  
  
  June 6, 2024
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding confirmation code WUOVHT.  
  I have reviewed the details of your booking and it appears that you made your reservation through a third-party agency that has no affiliation to Alaska Airlines.  Some third-party agencies pose as airlines without our knowledge or permission, and may charge inflated fees for their services.  These agencies may pose as Alaska and appear when looking up the phone number for an airline via an internet search. 
  We do our best to stop fraud, but the easiest way to avoid these situations is to work directly with us by visiting the Alaska Airlines website at www.alaskaair.com or calling our Reservations center at **************, or working with a trusted travel agency or booking tool such as Expedia, Priceline, Kayak or ****** Flights.  
  I am very sorry to hear this happened to you. We encourage anyone who believes they have been a victim of fraud or theft to contact their bank and report the incident to the U.S. Federal Trade Commission.      
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 06/17/2024

  First, Alaska Airlines stated that I used a third party to book my reservation.  That is false, I booked directly through Alaska Airlines.  Second, the indicated that I fell victim to fraud.  This statement is also false, I contacted Alaska Airlines customer ********************** directly.  Let me be clear, I initiated contact with them.  Finally, I had the customer ********************** representative, make a name change to a reservation I have with Alaska Airlines.  The change has gone into affect indicating that I did in fact contact Alaska Airlines and they were in fact able to make the requested change.  My issue with Alaska Airlines is simple, they charged me an excessive fee for a service that I could not reject.  They took advantage of my situation.

   

  Please reopen the case.

   

  Best,

   

  *****

  Business Response

  Date: 06/28/2024

  
  
  
  
  
  
  June 28, 2024
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding confirmation code WUOVHT.  
  
  Upon rereview of your reservation it was found that yes you did book your travel directly through Alaska but regrettably when you called to make the name change, you did not speak with an Alaska employee but an agency posing as Alaska. Unfortunately, these agencies can process these changes to reservation, so that it does appear that you were actually speaking to an Alaska employee. Alaska does not charge agency booking fees and we do not charge our passengers to change a name when it has been misspelled. As Adora advised we do our best to stop fraud, but the easiest way to avoid these situations is to make sure you are calling Alaska's *********************** at **************. Also, when reviewing the confirmation email you received for the name change it was from FLIGHTHUBDEAL, not Alaska. So with that said, a refund cannot be offered as Alaska did not charge you the fee to change *******'s name. You have my sincere apologies for your experience and the inconvenience that it has caused.
  
  Sincerely,
  
  
  
  *****
  Customer Care Representative II
  
  
  Reference#: ********

  Customer Answer

  Date: 06/28/2024

   
  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:06/03/2024

  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.

  The issue I am having is Alaska ************ cancelled my son and I ticket hours before check in saying it was fraud and then put us on a cash only purchase but must be done at the airport. I went to the airport and showed the supervisors there the card my id and reservation and it matched there was no fraud. They also stated that there have been issues from the past which I keep emphasizing that I was a victim of is theft/fraud as well as domestic violence at that time and the fraudulent purchase made on my information was used by a ex abuser as a way of control and I have legal documents such as police report and court documents signed by a judge proving this to all be true. I also filed id theft affidavit with consumer protection the banks irs and many other companies due to this. So I should not be penalized for something that I had no control over that actually did more damage to me even physically. The person emailing me is very rude basically sayini cant file a complaint with Alaska, that the chargebacks are still being used against me when they shouldnt be. If I have legal documentation how can this be used against me If its not at the bank and many other companies. Legally I have done what I needed to to rectify the manner and have legal court documents signed by a judge which they are not taking into consideration. Outside of that I have had no issues.

  Business Response

  Date: 06/04/2024

  
  
  
  
  
  
  June 4, 2024
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your ability to purchase tickets on Alaska Airlines.   
  
  In reviewing your concerns, you have been advised that you will need to communicate with our ***************************** as they are the only ones who can change the status on how you can purchase your tickets.
  
  ******, I am sorry there is not anything I can do for you.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21794524
  
  I am rejecting this response because:
  I have already done that. For the last week I have been in correspondence with them and I must be getting responses from atleast 2 different people. One person especially is very rude and the communication part on their end ***** as to the other is better. I keep getting contradicting responses and even asked for the individuals name so I can file a complaint but now I am receiving no response. I even asked for a supervisors name as everyone has a supervisor and no name is being provided. All I am trying to do as a consumer is rectify this manner but for some reason I can not talk to a direct supervisor in regards to the legal documents I have to prove the chargebacks. Everyone is a ghost email response writer and no name or superior contact information is being provided. Not only that but Im also getting misleading Information as one worker states one thing and the other the total opposite. Its like they are not even on the same page. Can you please provide me with a name of a supervisor in the complaints department or revenue department preferably so that I can directly speak to someone to have this issue rectified. No customer should be penalized or treated as such. 
  Sincerely,
  
  *******************

  Business Response

  Date: 06/17/2024

  
  
  
  
  
  
  June 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.
  
  As I have advised previously, you need to reach out to our ***************************** as they are handling your concerns.
  
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: ********

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21794524
  
  I am rejecting this response because:

  the are not following up on what they said and now are ignoring my emails. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/06/2024

  July 6, 2024

  Dear ******,
  
  Thank you for your reply to our recent communication.
  
  As I have advised previously, you need to reach out to our ***************************** as they are handling your concerns.
  
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 10008408

• Initial Complaint

  Date:06/01/2024

  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.

  This morning I received an email from Alaska Airlines thanking me for my five dollar payment and I have no idea what this is. I called the phone number in the email and was told it was some kind of monthly plan minimum 12 month commitment for Wi-Fi access. I havent flown on Alaska Airlines in the past 12 months or more and have no idea how this came to be. The lady on the phone told me I wouldve had to sign up for this myself as they had access to all of my information and I said thats impossible. The Alaska employee also told me theyre not allowed to cancel anything and that I have to pay for this for a year. I find it very hard to believe that company doesnt have the ability to cancel a voluntary program and provide a refund because clearly I havent been using Wi-Fi access on their planes because Im not flying on Alaska Airlines. I want other consumers to know about this issue because I had no idea Ive been being charged for months until I happened to click on this email by accident instead of sending it straight to the trash. I have no reason to read emails from Alaska Airlines because I am not using Alaska Airlines!

  Business Response

  Date: 06/10/2024

  
  
  
  
  
  
  June 10, 2024
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding Alaska Access.  
  
  My apologies for the delay in responding.  I had our Alaska Access manager look into this and the only thing we can do is refund the $5.00 you paid.  If you received any other charges, please dispute them with your credit card company.
  
  *****, 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:05/30/2024

  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.

  An hour late departure and then no gate at destination. Trapped in a plane for over an hour where they let at least a half a dozen visibly sick people on the flight. No updates to whats going on?!

  Business Response

  Date: 06/04/2024

  
  
  
  
  
  
  June 4, 2024
  
  
  Dear ***,
  
  Thank you for your email to the Better Business Bureau regarding your delayed 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/or flight information including the date of travel and city pairs. 
  
  As always, thank you for flying with us. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: ********

• Initial Complaint

  Date:05/29/2024

  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 have a disability - POTS. I also have 2.5 yr old son who is autistic. I traveled from ********** Alaska to ******* ********** on May 28th 2024. Connection flight in ******, I gate checked my stroller in **********. When I got to ******, it was not waiting for me outside the plane. Gave flight attendant my ticket. She tried to find my stroller. came back and said that she could not find it, wait and she will go locate my stroller and bring it to me directly in the terminal. she came back and told me that she could not locate my stroller. She said they must have put it on the Seattle plane already and that I needed to go wait for boarding it would show up in *******. I got off the plane in ******* and my stroller was not at the gate. I went to baggage area and my stroller was not there. I went to customer ********************************************* area and was advised they believe it was still on the Juneau plane which would arrive in ******* at 10 PM. I told her I could not wait. She advised they would mail it free of charge. I called the department 5/29/24 to track and was told that the notes state it was waiting for me when i got off the plane in JU and i left it so therefore it was my responsibility to pay fee. I asked for a supervisor who then stated the same information to me, that it was my fault. I then asked for another manager and was advised I'd get a phone call in 48 hours. I asked to be transferred to customer **********************. I asked for manager in customer **********************. The manager advised said they could refund me after i pay shipping. While I was on the phone with the customer ********************** manager, I got a phone call from the tier 2 supervisor from the baggage department and I did not answer the call they left a message. They stated in the message that they were going to make a one-time exception and send me my bag free of charge. I am due compensation for my bag being lost, I am due compensation for the mistreatment of my son and myself. I am due compensation for being called a liar

  Business Response

  Date: 06/13/2024

  June 13, 2024
  
  
  Dear Korinda,
  
  This is in response to your BBB Complaint Case #********. 
  
  Thank you for taking the time to write to us regarding your Alaska Airlines flight from ********** to ******* on May 28, 2024.  Please accept my sincere apology for any inconvenience caused by your delayed stroller.
  
  From what you have described, this has clearly been a frustrating experience for you, and I am sorry that your stroller did not arrive in ****** after your flight.  I can understand your disappointment that your stroller could not be located after your flight to ******* and that you were unable to wait until it arrived on a later flight. I am thankful that the Baggage Office offered to deliver your stroller to you and apologize for any misinformation regarding your responsibility for the delivery charge.
  
  I have taken the liberty to review the notes in your file and was happy to see that your stroller was delivered to your home via ***** on May 30th. I am very sorry that you felt that you were mistreated and accused of being dishonest, as that was never our intention. As a gesture of apology for any inconvenience caused by your baggage experience, I am including a Discount Code 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 ECSR100CXMQJ1479611, in the amount of $100.00.
  
  Korinda, we appreciate that you took the time to share your concerns with us. We value your patronage and regret that we did not live up to your expectations on this trip.  It is my hope we will have the opportunity to welcome you onboard another Alaska Airlines flight soon, so we may demonstrate the exceptional service you deserve.
  
  Sincerely,
  
  
  ******
  Alaska Airlines
  
  Reference#: 9997742
  Incident#: SEAAS84151411

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21777402
  
  I am rejecting this response because:
  I still don't think you understand. I spoke with multiple agents to get to the resolution that they were going to mail me my stroller. First of all, I am someone with disabilities. I needed that stroller. I could have passed out from all the stress and energy I had to use moving my items that I was supposed to have my wagon for. Second of all, you need to go back and listen to the actual recordings of those calls. How you responded shows me that you did not listen to them. Because your supervisor in baggage had no empathy no remorse. Was not going to help me. I had to escalate to a tier 2 maganager who then said as a curtosey you would help me when in fact, it wasn't my fault at all. You are taking no responsibility for your actions. Leaving a mother who is disabled to fend for themselves with a child who needed that medical equipment just as much to feel comfortable and keep safe due to his own struggles. 100$ does not give me any comfort. Does not change the terrible feelings I still have from that situation. I am ashamed of how your company thinks they can throw ***** change at a women who was treated poorly. Called a lair. Made to feel like they did something wrong with in fact they did everything that was advised to them by your staff. So no I do not accept.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reasons to believe Alaska Airlines staff appropriated my property. Background:On 5/7/2024, I took a flight from *** to SEA and I left behind my ************** EX headphones on my seat. Shortly after leaving the aircraft, I had filed the missing item report via Alaska Airlines website. On 5/21/2024, I had received a notification from Alaska Airlines that my headphones had been found and I immediately paid for return shipping. However, the item I received was a knock-off of my headphones.I therefore have reasons to believe Alaska Airlines had appropriated my item. The following statements support his claim:1) The headphones I lost are rare and expensive headphones; chances of someone else losing the same headphones on the same flight are practically zero;2) The headphones I received in mail are brand new knock-offs with no signs of prior usage;3) I received notification by Alaska Airlines after a prolonged period of time.My suspicion is that my headphones have been retrieved; however, Alaska Airlines staff had decided to appropriate them and replace with a knock-off, which had ultimately been mailed to **** am seeking Alaska Airlines to perform an internal investigation and to provide me an explanation on this matter. I am happy to provide any additional details or context if needed.Thank you.

  Business Response

  Date: 06/06/2024

  June 6, 2024                         
  
  
  Dear ******,
  
  This is in response to your BBB Complaint #********.
  
  Thank you for taking the time to contact us regarding your Bang & Olufsen electronic device left behind on your flight from ************************************************* to ******** 
  
  Alaska Airlines maintains a lost and found process for items that are left on board to reunite possessions with our guests. All items that are found are sent to our Central Baggage Warehouse in SeaTac, ** for processing. Unfortunately, due to the volume of items that are received daily from the current 132 airports that Alaska Airlines serves, this process can take several weeks. Additionally, although we request the airports to identify the flights the items are found on, there is not always a way to cross-reference the lost items.
  
  At the warehouse, when we receive electronic items, such as headphones or ear buds, our process is to utilize our matching software to first attempt to locate a match. If none are found then other means are used such as using the Bluetooth capability. This process enables us to search guest provided Lost Reports for brands, descriptors, and possibly an identifying guest name. Using these combined elements gives us a high likelihood that the item is a match. Your file indicates that this process was used in matching the headphones we sent to you.
  
  In looking closely at your original Lost Report, it appears you submitted a photo of earbuds while describing headphones. Please clarify the item which you lost. You can do this by updating your original Lost Report. It is also very helpful to add serial numbers, if your item contains one.
  
  I also made a personal effort to locate your item with a telephone call to our warehouse and worked with an individual who did multiple searches for Bang & Olufsen EX headphones and earbuds. We were not able to locate any that matched your descriptors. We will continue to research this and let you know if we are able to locate your item.
  
  I am sorry you believe that Alaska Airlines staff appropriated your property. I can assure you that we have internal protocols in place to ensure that left on board items in our possession are managed safely and securely.
  
  Since you have stated that these headphones are not yours, we will be sending you a ***** label to return them, at our expense, and to further investigate the situation. Please watch for an email within the next few days. After we receive the headphones back, we will refund your original ***** charge.
  
  For your future reference and if you have any questions, we can be reached at ************, between 6AM-10PM Pacific Time.
  
  Thank you for choosing Alaska Airlines. We value your patronage and hope to welcome you onboard again.
  
  Sincerely,
  
  
  ****
  Alaska Airlines
  
  Reference#: ******** and ********

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21774197
  
  I am rejecting this response because I did not receive explanation as to why I received brand new, unused knock-off headphones.  I still believe some of the internal processes and controls within the organization are dysfunctional.

  I received the return shipping label and will ship back the headphones.  However, I am asking Alaska Airlines to refund the shipping fees I paid to receive these headphones.  Please confirm.

  ******.

  Business Response

  Date: 06/19/2024

  June 19, 2024
  
  
  Dear ******,
  
  Thank you for your continued communication regarding your BBB Complaint #********.  We have been advised that you have rejected our response to your complaint regarding your left on board item. I appreciate the opportunity to review your file and address your concerns.
  
  I can understand your frustration that your Bang & Olufsen headphones were left behind after your flight to ********  As previously described, when left-on-board items are turned in to us, items are transferred to our Central Baggage Warehouse near the airport.  All items are inventoried and a search is conducted to match items to passengers' left-on-board reports. 
  
  According to our records, the headphones we received matched your lost report and were sent to you.  I am very sorry that the headphones you received were not yours and that you felt they were imitation Bang & Olufsen headphones. I can assure you that at Alaska our expectation and belief is that our employees have high integrity standards and we would never appropriate passengers' property or intentionally return items to you knowing that they were not yours. If headphones matching your lost report are turned in to us, you would be contacted with instructions to have your item returned to you.
  
  On June 8th we sent you a ***** return label to return the incorrect headphones that you received, however, the ***** link has expired and we have not received the headphones.  Since the link for a prepaid return label expires within 24 hours, I have requested that another ***** label be sent to you to return the headphones to us. Upon receipt of the headphones, we will refund your ***** shipping charges paid. We appreciate your cooperation and look forward to hearing from you soon.
  
  ******, we appreciate that you took the time to share your concerns with us. I am sorry that your headphones have not been recovered.  We value your patronage and look forward to welcoming you onboard another Alaska Airlines flight soon.
  
  Sincerely,
  
  
  ******
  Alaska Airlines
  
  Reference#: ******** and ********

  Customer Answer

  Date: 06/19/2024

  I am currently traveling and will be able to print the label and ship back the existing headphones after 6/24.

  Thank you for agreeing to refund my original shipping charges.

• Initial Complaint

  Date:05/28/2024

  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 flew with my bike bag from ******* to ************** on Alaska Airlines. Their website states bicycle bags are exempt from from both overweight and oversized baggage fees from ****** lbs. My bag weighed 74 lbs with my bicycle, bike tools, bike backpack and cycling clothes wrapped around the bike as padding. Alaska Airlines charged me $150 because my bag was both oversized and overweight and contained items they deemed were unrelated. Nowhere on their website does it specify the bike bag can't contain bike tools or bike equipment or athletic wear used while cycling. My only choices were to leave my expensive bike on the curb, miss my flight or pay their fraudulent fees. This is a deceptive and misleading business practice. Alaska Airlines should issue me a refund and immediately cease and desist from this coercive behavior.

  Business Response

  Date: 05/29/2024

  
  
  
  
  
  
  May 29, 2024
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau regarding the fee you were charged when traveling *** ******* to ************** with your bike bag.  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 our policies on traveling with bikes, our agents were correct in charging you the overweight/oversized baggage fee.  Please see the link below where it states that if contents unrelated to the equipment are included additional baggage fees may apply.  
  
  ***********************************************************************************************************************************************
  
  Mark, 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: 05/29/2024

   
  Complaint: 21772014
  
  I am rejecting this response because: every item in my bicycle bag was related sports equipment. It was either tools I use to work on my bike or athletic gear I wear while riding the bike. This explanation is false and misleading. Nothing in the bag was an unrelated item as specified on your website.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/11/2024

  
  
  
  
  
  
  June 11, 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.
  I am sorry that you feel my response was unacceptable. Unfortunately, your concerns have been handled appropriately and you were charged correctly.
  
  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: 06/11/2024

   
  Complaint: 21772014
  
  I am rejecting this response because: this is false advertising and bait and switch tactics. There is nothing on your website to justify my bicycle and related bike equipment not receiving price listed for sports equipment. I'm submitting a criminal complaint to the *** for review.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/17/2024

  
  
  
  
  
  
  June 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.
  
  I am sorry that you feel my response was unacceptable. Unfortunately, your concerns have been handled appropriately and you were charged correctly.
  
  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:05/27/2024

  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.

  I am writing to explain my frustration with interacting the booking + account management process at Alaskan Airlines. I hope that I can be made whole of my struggles and the events can highlight some gaps in the systems to be addressed in the future. My Alaskan Airlines account was hacked in December 2023, and as a result the thief used my credit card on file to purchase vouchers on my wife's name via the Alaskan Airlines web page, cancel the flights, then transfer the vouchers to other individuals. This is captured in Case#: *******. This caused my wife ******************* to have a "no go" hold placed on her name that was never communicated to us.We booked travel with my family to go to ********* on April 5 at 6:55 PM. There was no indication there were any holds placed on my wife during the 2 months before the flight. We were at the gate attempting to board when this "no go" status was first mentioned. That night, I talked to the gate agents, reservations, and customer ********************** over the course of 2 hours. Ultimately, I was told to contact accounting since they were the only ones who can release the "no go" hold that they had placed but they only worked Monday - Friday hours. Frustrated, I cancelled my flight in hopes of rebooking on another airline. The next day, I called Alaskan again to pay for the fee caused by the aforementioned fraud case just to release the "no go" status on *************************. I believe this entire process, from fraudulent charges to the lack of messaging of the booking status upon booking the ticket, is at the fault of the Alaskan Airlines booking system. If at any time during this entire process, we were notified of this status. We would've had sufficient time to remedy this. I wish to be made whole by: 1. full refund of the $232.94 charge to remove the "no go" status 2. refund the ticket cost different of the newly purchase flights ($1,464.30 + $969.30) and the original ticket cost ($1,518.60) = $915 They did not remediate any of this.

  Business Response

  Date: 05/28/2024

  
  
  
  
  
  
  May 28, 2024
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau regarding case *******. 
  
  In reviewing your concerns, I checked with the agent handling your case.  She is in the process of obtaining additional information and will get back to you as soon as possible.  I can assure you that this matter is being looked into and you will receive an answer.  
  
  Mark, 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: 05/28/2024

   
  Complaint: 21765952
  
  I am rejecting this response because: Alaskan Airlines merely said they were "looking into it" with no actual follow-up.
  
  Sincerely,
  
  *************

  Business Response

  Date: 06/11/2024

  
  
  
  
  
  
  June 11, 2024
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau.  You should have received a response from **************** regarding your concerns.
  
  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#: *******

• Initial Complaint

  Date:05/26/2024

  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.

  This airline completely ruins my good mood of my Hawaii honeymoon trip. They asked us to wait inside the plane and in the middle of the airfield for a total of 4 hours because they could not get FAA to approve the flight with a missing inner window cover. I was starving and thirty, yet I am denied to get any food or water. I can not go to bathroom in the airfield and I still dont understand why I had to wait under the sun over in the airfield. Whats worse is the attitude of the flight attendant on the airplane after we re-depart. There are just a few rows away from my seat after I finished using toilet, and I had to stand behind her like a puppet until she finishes serving in which she was playing with her phone and not even serving. I asked her to move a bit with the cart so I can get seated and she refused me 3 times. I am an Alaska credit card holder and working with Alaska is the worst decision of my life. My flight number is 856 and flight date is May 25. I not only demand a refund but I demand 2x reimbursement of what I paid for the flight to get refunded to me, for wasting my 4 hours, giving me the worst treatment, and ruining my honeymoon.

  Business Response

  Date: 05/28/2024

  
  
  
  
  
  
  May 28, 2024
  
  
  Dear ****,
  
  Thank you for sharing your concerns 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.
  My apologies for your experience when your flight was delayed due to a mechanical issue.  At Alaska Airlines the safety of our passengers and crew is number one.  In reviewing the flight information, you departed 3 hours and 44 minutes late and have received compensation for the delay.  We will not be able to provide you with a refund for your ticket as you did fly and all passengers on that flight received the same compensation. 
  
  Shan, 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:05/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alaska Airlines sent me an email stating they would refund the membership fee I paid but they have not done so. Instead, they are stalling in attempts to get out of refunding this fee. They said they were going to refund the membership fee to the credit card I used to purchase the membership. That credit card had to be canceled because of fraudulent activity. I notified Alaska Airlines that the card had to be closed and that I no longer have it but they insist that the refund has to be made to that specific card.Alaska Airlines then sent me an email with a link to a page where I needed to claim my refund. I tried to use the link but it doesn't work. Alaska Airlines has put an expiration date on this link. They say that if I don't claim the payout within 30 days it will expire. This is their way of trying to get out of refunding my membership fee. The expiration date is in 2 days- May 17, 2024.Alaska Airlines has refused to provide the services I purchased multiple times and is now trying to get out of refunding the fee. I have instructed them to send me a check but they have not responded. Alaska Airlines needs to stop stalling and send me a check in the amount of $500 to:***********************************************************

  Business Response

  Date: 06/04/2024

  
  
  
  
  
  
  June 4, 2024
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding a refund of your Lounge membership. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  In reviewing your information, I do see that you have received the refund and were advised. 
  
  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#: *******