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

618 total complaints in the last 3 years.
203 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/14/2024
Type:Sales and Advertising 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.
When purchasing a Main cabin flight on Alaska airlines. It was very misleading that Main would not support full refund cancellations. As you can see in the screenshot, by placing Changes and Cancellations as a main bullet point here, it makes it seem like Cancellations are supported by Main, when in fact they are not. This is really poor website/information design and ultimately mislead me to end up buying the ticket, thinking I could get a refund.
Business Response
Date: 05/14/2024

May 14, 2024

Dear ****,

Thank you for your email to 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.

Alaska has always made extraordinary efforts to be an industry leader when it comes to technology that we believe will benefit our customers. I sincerely apologize for any confusion in the refundability of tickets on our website. Because we regularly use customer comments when considering future enhancements, I have taken the liberty of sharing your comments with our development team for their review.

Nick, 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: 05/15/2024

Complaint: 21709265

I am rejecting this response because: While I appreciate the response and sharing the feedback with the team. I was hoping for a full refund, instead of flight credit (especially considering how limited the flights are out of *****). I feel like Alaska's website / User experience was intentionally designed like this to hide the fact that the ticket was non-refundable (and bury it behind multiple steps in the user workflow). It's really sad to see a brand like Alaska at least at the surface-level feels like following similar tactics to someone like a Spirit airlines. I used to fly Alaska as my preferred vendor of choice for flying to PNW, but don't think I will do so in the future.

Sincerely,

*************************
Business Response
Date: 05/21/2024

May 21, 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 a full refund of your ticket for the reasons advised 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#: *******
Initial Complaint
Date:05/11/2024
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 purchased tickets and found a better way to use my miles. I purchased tickets with 800 dollars worth of credit certificates. I received an email stating that it would take 7 business days to receive the vouchers back. I called Alaska around 10 pm on 5/10 and even before I finished the question, the rep answered "NOPE" and said I needed to call client care which opens at 8 am on Saturday. I called today and got transferred and received an unbelievably rude associate who also answered "NOPE" and said that it has to go through the "process" then I asked her if I could use more than 4 certificates in one transactions and after she corrected me on what the certificates were actually called, she said "you can only use 4, those are the rules." I am not a 4 year old receiving instructions from a crappy teacher, a DISASTROUS on at that. Your client experience is an utter DISASTER and you are starting to make my first family trip in 30+ years an unforgettable experience and not the good kind.
Customer Answer
Date: 05/14/2024
To the teammates at BBB please do not cancel as this is an issue where it provides a proof point within their rules.I was told by a rep that I cannot receive a refund for certificates when 2 associates told me I receive it back. First I called and the initial associate said that it needs to go thru the process, next the second associate said that I need to wait until client service office opens at 8am on Saturday and now the associate who responded said i cannot receive it back. What the heck is going on here? Please refund my money and 800 dollars worth if certificates.
Business Response
Date: 05/14/2024

May 14, 2024

Dear *******,

Thank you for your email to the Better Business Bureau regarding your residual value certificates. 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 an industry where customer ********************** is a key feature, Alaska has always strived to provide exceptional service to our customers. From what you have portrayed, it is apparent that we have failed you in this regard. I am so very sorry for the way in which our agents handled your questions. Unfortunately, I am unable to refund your credit certificates as the tickets you purchased were non-refundable.

*******, 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: 05/14/2024

Complaint: 21698103

I am rejecting this response because:
There was a 24 hour cancelation period!!!

Sincerely,

*********************
Initial Complaint
Date:05/10/2024
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.
Today I called in about our flight that was recently changed. The rep was very short and talked over me several times before saying she would transfer me to a supervisor. I was connected to ****, a reservations supervisor, who claimed they could not offer any changes to the reservation since it was a saver purchase and the change was not a delay and was under 1 hour. He proceeded to claim this stipulation was stated in the Contract of Carriage - Rule 8 section D. I read the contract and there was no statement in that section of Rule 8 about changes are not applicable if the time difference is within an hour. I became really frustrated since I write contracts and GOPs for major organizations, so I was displeased to hear ****, a Supervisor, debate the verbiage he claimed translates to this solution of a 1-hour limitation, when in fact it does not state it. I initially wanted to change the flight since the earlier time would make the possibility of missing our return flight as we are traveling with other large parties. Since this reservation is very far in advance, I am requesting a refund.
Business Response
Date: 05/14/2024

May 14, 2024

Dear *****,

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

To suit the travel needs of a diverse customer base, ******************** offers a wide variety of fares, from value-oriented, advance-purchase fares that come with certain restrictions, to our full flex fares, which carry little or no restrictions. The number of tickets sold at each fare level is carefully managed by the airline to ensure the fine balance between competitive fares that offer a good customer value and providing for a margin of profit. To allow for a reasonable margin of profit on each flight, an airline will generally have certain guidelines and restrictions for tickets available at each fare level, such as an advance booking requirement, minimum or maximum stay, or season-, date-, time-, or flight-specific availability. In most cases, the lower a fare is, the more restrictive the associated guidelines may be. In your case, what our agent *** advised you was correct. Saver Fares are not eligible for changes and/or refunds unless it's within our 24 hour cancellation policy.

Lacey, 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: 05/14/2024

Complaint: 21695718

I am rejecting this response because:
I don't think you read my complaint clearly.
The flight schedule was changed. The rep stated (feel free to pull up the voice prints) in the policy it would not be eligible for a change since he stated the time changed was not more than in an hour. It does not state that anywhere in your commitment of carriage. This is falsely stating it as a fact when it is not and you saying it is true does not make it a fact. I have reached out to numerous people about this same issue and they also cannot find this statment in your policy. I would like to cancel these tickets for a full refund.
Sincerely,

*************************
Business Response
Date: 05/21/2024

May 21, 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.

Please click on the link below for our Schedule Change Policy. As you will see our agent was correct in what he advised.
****************************************************************************************************

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: 05/28/2024
At the time of booking, there was not link to the policy stated nor was it published when booking the flight. I would like to cancel the reservation and be refunding.
Initial Complaint
Date:05/09/2024
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.
Two things: 1) Alaska charged me $35 for a checked bag. This is $5 more than any I h eat time I have flown, and my sister and her son were charged nothing for their checked bags in January. (I paid extra for a priority seat.) 2) My flight (1059) was delayed four times. We did not receive any reason for the delays, and when I asked a polite question the gate agent yelled at me.
Business Response
Date: 05/14/2024

May 14, 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.

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 regards to the fee you paid for your checked baggage, we just recently increased it from $30 to $35. My apologies that you were not aware of this. In addition, my apologies that our gate agent responded to your question rudely.

****, 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:05/09/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm a touring musician (*******) and recently had an awful experience after flying with Alaska Airlines. I had to check-in 2 bags with equipment (my livelihood) and unfortunately some important items broke while the Alaska Airlines staff was handling my bags. These items were stored in specialty travel cases so in order to break they must've been handled extremely roughly by their staff. The broken items were 2 bronze cymbals that were valued at a total of $326.49.After submitting a claim with the goal of getting compensation for the broken items, they communicated to me that this was not something they covered under their liability terms and offered a $100 discount code for my next flight with them. Not even close to the necessary solution to cushion the expense generated by this issue. I had to pay out of my own pocket to replace the broken cymbals so I could keep working. Flight details:Alaska Airlines ?1058 ?12:09pm - ********, **, ************* (PDX-******** Intl.) to *************, **, ************* (SNA-*******************)Claim info:Reference#: ******* Incident#: SNAAS76567341
Business Response
Date: 05/15/2024
May 15, 2024

Dear *******,
This is in response to your BBB Complaint #********, I appreciate the opportunity to address your concerns.

I was disappointed to hear that your cymbals were damaged on your recent flight from ******** to ************. As our guest, you have every right to expect that your luggage will arrive on time and intact, I am truly sorry that this was not the case for you.

Upon receiving your complaint, I took the time to review your claim again. As you were previously advised by our agents, Musical Instruments, such as your cymbals, are not covered per our Contract of Carriage due to their fragile nature. I understand that this is not the outcome that you were expecting, and I sincerely apologize, however, I upholding the denial decision. If you would like to review the Contract of Carriage it is available on our website, or by clicking here.

While reviewing your claim I noticed that we did not receive any photos of the damage to the luggage that was holding your luggage. If you are able to submit photos of the damage to the luggage that was holding your cymbals I will be able to review your case again. You can submit these photos in direct response to this email in JPEG or PDF format.

I was glad to see that ***** was able to issue you a $100 travel voucher as a customer ********************** gesture. I know that this voucher does not take away from the negative experience, but I do hope that it is accepted in the manner that it was intended.

Please know that I have also shared your experience with our Station Managers in ******** and ************. It is my firm belief that by doing so we will be able to provide you with better service in the future.

I know that this is not the travel experience you were expecting, and I sincerely apologize. I hope that you will join us on a future flight as I am confident that we will provide you with the exceptional customer ********************** that you deserve.

Sincerely,

Catie
Central Baggage Services

Reference#: 9886330
Incident#: SNAAS76567341
Customer Answer
Date: 05/22/2024
Hello,

Sorry for the delayed reply, I have attached the luggage photos requested by Alaska Airlines.

I find their response to be unacceptable and hope the case can be reopened.

Thank you for your help.

*****************************
Business Response
Date: 06/05/2024

June 5, 2024

Dear *******,

Thank you for your continued communication regarding your BBB Complaint Case #******** requesting that your case be reopened. I appreciate the opportunity to review your claim and address your concerns regarding your damaged baggage.

Please accept my sincere apology that your musical instruments were damaged during your flight, and that you were not satisfied with our response. It is certainly understandable that you were disappointed that your cymbals were damaged, especially since you depend on your equipment for your livelihood.

We appreciate that you have submitted photos as requested. I am pleased to advise you that we will make a one-time exception to provide reimbursement in the amount of $256.00 for your claim. On your Statement of Mishandling Form (SOM) you claimed $326.49 for your damaged cymbals. As described in the **** a dated purchase receipt is required for items valued over $100.00. We are happy to make an exception and provide compensation in the amount of $100.00 for items without a valid receipt. Your settlement represents $100.00 for your damaged bag, $100.00 for the Sabian cymbal and $56.00 for the Wuhan cymbal, with a total reimbursement amount of $256.00.

I have processed your payment in the amount of $256.00 USD in settlement of your baggage claim. Please follow the instructions in the email you'll receive in approximately one week titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days.

I was thankful to see that you had been sent a Discount Code for future travel on Alaska as a customer ********************** gesture. For your convenience, I have copied the Discount Code below.

*****************************, Discount Code ECSR100CDMHR1456999, in the amount of $100.00.

*******, thank you for reaching out to us. We value your patronage and I am sorry that your experience did not live up to your expectations. It is my hope we will have the opportunity to welcome you onboard another Alaska Airlines flight soon, as I am confident we will demonstrate the remarkable service you deserve.

Sincerely,

******
Alaska Airlines

Reference#: 9886330
Incident#: SNAAS76567341
Customer Answer
Date: 06/05/2024

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:05/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was provided a promotion through my employer (I work in public health) to be given the *** Gold status last year. I flew multiples times as specified to keep the program active, however, lost my status without ever being informed it was going to expire or had expired. They are saying that it was clear (it was not clear, I know other people who also didn't know this term was specified) that mileage award travel did not count toward the promotion. When I contacted support from Alaska I was put on hold for a total of about ***** minutes just to be spoken to like a child and gaslit into thinking that these terms were made clear when they were not. It felt like I was talking to an uncaring brick wall, and is by far the worst experience I have ever had in 10+ years of flying with Alaska. This is emblematic of the downfall of Alaska's customer ********************** as they stray further and further from the customer centered company they used to be celebrated for. I am very disappointed and will likely be cancelling my Alaska credit card after this rude and disrespectful interaction. Shame on you.
Business Response
Date: 05/09/2024

May 9, 2024

Dear Christian,

Thank you for your email to the Better Business Bureau regarding your elite status. 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, I did see that you had contacted our ************************ and that what they advised you was correct. I am sorry but you did not meet the qualifications for maintaining your MVP Gold status.

Christian, 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: 05/09/2024

Complaint: 21683862

I am rejecting this response because: did not address my concerns or the negative customer ********************** experience faced. Dismissive and lacking any substance.

Sincerely,

*******************************
Initial Complaint
Date:05/08/2024
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 April 10, 2024 I took Alaska flight AS3390 from PDX to OAK. Alaska damaged my luggage to the point it was no longer usable. They had run it over and also broke off a wheel. I filed a complaint, and when I got no response, I contacted various company executives.I received a rude email saying they weren't offering me anything.That bag cost me $320 and I want $320 returned to me.
Business Response
Date: 05/14/2024

May 10, 2024

Dear ********,

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

Thank you for writing about your Alaska Airlines flight from ******** to ******* on April 20, 2024. This has clearly been a frustrating experience for you and I appreciate the opportunity to address your concerns regarding your baggage.

First and foremost, please accept my sincere apology that your luggage was damaged during your flight and is no longer usable. As our guest, you had every right to expect that your luggage would be returned to you intact as you had left it in our care, and I regret that we did not meet that expectation for you. I am very sorry that you felt that our response was impolite regarding compensation for your damaged baggage claim.

I have taken the liberty to review your case, and found that you had submitted photos of your bag which we received on April 12th, however, we were unable to open the attachments and sent you an email requesting that you resend the photos in JPEG or PDF format. We appreciate that you completed the Statement of Mishandling Form (***) and resent photos of the damage in the requested format.

According to the remarks in your file, one of our supervisors called you on April 15th to follow up on your case and left a voicemail message requesting that you call our office to confirm your contact information so that we could send you a replacement bag from our third-party baggage vendor. As advised in his voicemail message, if you preferred to decline a replacement bag, we would proceed with processing your *** and continue reviewing your claim.

We appreciate that you submitted the *** claim form for your damaged bag. As described in the *** and in our prior email, a receipt is required for all items claimed over $100.00. Further, the *** claim form is missing your signature. We would be happy to send you information for ordering a replacement bag from our vendor ************************************************, or proceed with reimbursement of your claim upon receipt of the signed *** and purchase receipt. Please feel free to reply to our email and I will promptly follow up and proceed with bringing closure to your case.

As a gesture of apology for 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. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Complete Discount Code rules and restrictions can be found online at alaskaair.com.

*****************************, Discount Code ECSR100CBMTB1463190 in the amount of $100.00.

********, thank you for reaching out to us. We value your patronage and apologize that we did not live up to meeting your expectations. It is my hope you will allow us the opportunity to welcome you onboard another Alaska Airlines flight in the future, so we may demonstrate the exceptional service you expect and deserve.

Sincerely,

******
Alaska Airlines

Reference#: 9855867
Incident#: OAKAS50877183
Customer Answer
Date: 05/14/2024

Complaint: 21682971

I am rejecting this response because:

The bag you damaged cost me $320 not $100. No one from your company left a message, or made any offer prior to my BBB complaint, and lying doesnt help your case.
As for a flight credit, I would never fly Alaska again, so that doesnt do me much good.
Pay for the bag you destroyed. Its simple, you break it, you buy it.
Sincerely,

*****************************
Initial Complaint
Date:05/05/2024
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 Mileage Plan Shopping - Inquiry # ******** - Thread # [ref:!00D3006Gow.!5005x01upDtY:ref] I bought two Laptops for personal and work use at ****** using the Alaska Shopping rewards network in exchange for miles, order number **********, it turns out that the purchase was missing, that was days ago, and everything has already been sent to alaska, and it was supposed to return ****** miles to me, but so far Alaska has not resolved it, and has only sent an email so far apologizing for the inconvenience, the point is that if I had used other programs, this would certainly have been resolved by now and not There would be some delay or problem with this, but I was "lucky", not to say unlucky, to use Alaska Shopping and have my order missing. Due to the problem and the loss of opportunity to have used other services that would not cause me future problems, I ask that Alaska has the common sense and a gesture of good will to finally deposit the missing miles, but now with (3x) , which takes ***** miles, to be added for all this inconvenience and damage caused, or otherwise for Alaska to send a Payout to claim the value of 1 cent for each mile, in this case $689.22, since Due to these damages, I don't think I will use Alaska again, so even if the miles were deposited, they would become useless, as I would not use them in the future, and I would have to claim them with Alaska, which would have to send them by otherwise, then Payout is advisable, Thank you.
Business Response
Date: 05/06/2024

May 6, 2024

Dear ********,

Thank you for your email to the Better Business Bureau regarding your interaction with Mileage Plan Shopping. 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.

At Alaska, we take pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. As a substantial part of our business involves the Mileage Plan program, we have a vested interest in seeing that you enjoy a pleasant and smooth interaction with our partners. On behalf of Alaska and the Mileage Plan, I regret the recent unpleasant experience you encountered when patronizing Mileage Plan Shopping. Please contact them at ***************************************. They should be able to assist 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: 05/06/2024

Complaint: 21670055

I am rejecting this response because:
This does not answer my question, this is an negligence, my question concerns a purchase at an Alaska partner store so that I could earn miles, the incident or reference to the missing miles was initially passed on in the complaint, Alaska after contacted through BBB trying to get me to send an email to an email that has nothing to do with it, my question is not about a flight but about missing miles, have the common sense to check my complaint correctly, and give me a response dignified and deposit the missing miles, no deposit, since I will no longer use your service due to all these damages, including this totally incoherent and lack of clarity response that does not respond to anything I complained about, I request as I requested in the request that Alaska send me a payout of the amount informed for claim. Have the decency to check the totally negligent response given by you and try to resolve it, at least as a good gesture, as I already have a headache from so much disservice. Review the previous response, and try to reformulate it and provide correct information in addition to sending the Payout within 7 days. I will accept nothing less than an apology from you, after I had to read the previous response.

Sincerely,

***************************
Initial Complaint
Date:05/02/2024
Type:Sales and Advertising 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.
March 30th, 2024 $248.22 One way plane ticket from SFO to PVR They claimed I had to cancel all tickets and would not allow me to only cancel my wife's ticket. It required escalating to a super visor. They also removed %50 of the ticket, not $50 as typical with other airlines. They then changed the credit to $161.22. The rules are arbitrary. Not $50 cancel fee and it is not %50. The airlines are out of control with their fees and how they abuse their customers.
Business Response
Date: 05/03/2024

May 3, 2024

Dear Monterey,

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 the names of all travelers.

Sincerely,

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

Reference#: *******
Initial Complaint
Date:05/02/2024
Type:Order 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.
Bought my ticket months ago with the understanding that first class passengers have lounge access, as always. Paid $1,000 for a ticket to Alaska, only to arrive at the lounge to be told that they no longer give lounge access to first class passengers with trips shorter than ***** miles unless we paid $30. I arrived several hours early and couldn't access the lounge unless I paid. Apparently it's a new policy that you find out from a sign at the desk, and it's due to "record numbers of passengers."
Business Response
Date: 05/03/2024

May 3, 2024

Dear ******,

Thank you for your email to the Better Business Bureau.

As you have watched us grow from a small carrier operating on the ********** to a larger transcontinental carrier, we have had to make changes to be viable. As the times have changed so has the airline industry to remain solvent in these uncertain times.

The changes that we have implemented have not always been popular and understand that our guests may not agree. Our ***************** Team does take into account all decisions made that impact guests and only make changes when absolutely necessary. We do all possible to advise guests in a timely manner of changes to a policy, procedure or process to be transparent. In November 2022, we sent out notification via mileage statements, email communications and on alaskaair.com. I regret that you were not aware of the changes prior to your travel.

With that said, our lounges have become more popular than anticipated and overcrowding has been a concern. We want to ensure guests have the best possible experience when enjoying the lounge, while making sure that our members who pay for the use of the lounge have access when needed.

Rather than discontinuing the access to the lounge to all passengers who did not purchase a membership, the decision was made to update the entry requirements and offer a discounted rate for a day pass on shorter first-class fights. (First-class tickets that were purchased prior to November 18,2022 are still eligible to use the lounge even if traveling after the February 15, 2023.)

Sincerely,

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

Reference#: *******
Customer Answer
Date: 05/03/2024

Complaint: 21658906

I am rejecting this response because:
TIcketed customers were not advised of this change, the change is not disclosed to first class passengers at the time of ticket purchase, and it's unfriendly to loyal customers.

Sincerely,

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

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