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

613 total complaints in the last 3 years.
201 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: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,

*************************
Initial Complaint
Date:05/02/2024
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 wife, *******************, and I were scheduled on Alaska Airlines flight 439 from ******* to ******* on Wednesday, April 3. While walking to the loading gate ***** felt light headed and fell briefly into my arms. A flight safety manager approached us after this happened to ask several medical questions and make sure ***** was OK. We assured him ***** was fine and we attributed her light headedness to having just woke up from a nap while we were waiting to board. We proceeded to board the plane and were in our seats for 10 minutes when the same flight safey manager came on board and informed us the we must ******* the plane and we would not be able to continue our travels until ***** received medical clearance from a doctor. We felt this was a gross over reaction but recognized we had no choice as Alaska held all the cards and we needed to get home. The Alaska employee recommended we go to a nearby medical facility emergency room, at which point I expressed concern over the cost we were about to incur in order to comply with Alaska's demand that ***** get a doctors note. I asked the Alaska employee if Alaska would be reimbursing these medical costs and was told we would be compensated. We proceeded to spend 8 hours in the ** (from 8PM until 4AM) and ************************* in ******* ran multiple tests totalling $13,175.00, of which we would be responsible for $3,782.79. Yikes! All this to get a doctors note? I sent all this information to Alaska and they are now refusing to reimburse these costs. Instead, they offered $400 in vouchers which we declined.
Business Response
Date: 05/03/2024
May 3, 2024

Dear ****,

Thank you for your email to the Better Business Bureau regarding your and ******* experience when traveling from ******* to ******* on April 3rd.

In reviewing your concerns, I noticed that you are in touch with our ************************** and they are handling this for you, therefore I will leave it in their hands.

Sincerely,

***********************
Customer Care Specialist
Customer Answer
Date: 05/04/2024

Complaint: 21658448

I am rejecting this response because:
The insurance company that Alaska Airlines uses to review this type of compensation request has been completely dismissive of my request. Despite the fact that my wife and I were denied boarding privileges for our travel home, Alaska representatives continue to ignore their own policies. Specifically, Alaska Airlines own "contract of carriage" policy addresses the issue of "denied boarding compensation". Here is my summary of this policy and how is should impact this situation:
"I have reviewed the Alaska Airlines Contract of Carriage, Rule 8, regarding Alaska Airlines liability for delays, cancellation and denied boarding. Specifically, in Rule 8, Section L which is titled Denied Boarding Compensation, states "If Alaska's offer of compensation persuant to the above provisions is not accepted, Alaska's liability is limited to actual damages proved not to exceed $1,550 USD per ticketed Passenger as a result of Alaska's failure to provide the Passenger with confirmed reserved space." Therefore the Alaska offer of 2 (two) $200 travel vouchers is hereby declined.

We are demanding the maximum compensation allowed by Alaska Airlines persuant the Contract of Carriage, Rule 8, Section ** This would result in total compensation to my wife and I of $3,100, which still leaves us out of pocket $682.79. We are interested in settling this matter quickly and without the need for futher litigation, therfore we are willing to accept responsibility for the "doctor's note" costs that exceed $3,100."
On this basis, my complaint stands. My wife and I should not have to pay what amounts to a "medical ******" in order to fly back home.

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.

Again, as advised in my previous email, you will need to speak with our insurance company if you are unhappy with their service.

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: 05/22/2024

Complaint: 21658448

I am rejecting this response because Alaska Airlines created this problem for my wife and I, not their insurance company. Alaska Air has stated that it is my responsibility to deal directly with their insurance company. in order to resolve this issue. This assertion is a total cop out by Alaska. If they have concerns about the health of a passenger they should have medical personnel on staff at the airport to assist in the resolution of such issues. Failing that, Alaska must be held accountable for the costs associated with obtaining a "doctors note" confirming that my wife was healthy enough to travel by air. In our case, the total "cost" amounted to medical procedures totalling over $13,000, of which we are now responsible for over $3,800. This does not even address the nightmarish 8 hours we spent in the hospital ER while these tests were completed and reviewed. I feel we were mistreated by Alaska and subsequently scammed by both Alaska Airlines and **************************

Sincerely,

*****************
Initial Complaint
Date:04/28/2024
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.
Date of transaction: February 3, 2024.I was traveling ********** with my family (total 5 including me) and about ?**** back to LAX from SJC (**********) on Feb. 3, 2024. But the ?ight (Alaska Air 1351) has been canceled, the con?rmation #: AFUMFL. Then the customer ********************** at ******************** Air told me that I can book through United Airline free of charge and also reimburse any cost incurred for seat assignments for my family all together as my original Alaska airline seats were booked as all 5 members assigned closely). Then, I booked a United Air ?ight from SJC to LAX through the Alaska reservation, the United con?rmation #: MVLFLG, for my group, 5 people including me. The customer ********************** con?rmed that I should send any receipts I spent per the canceled Alaska airline ?ights. I paid $429 USD for seat upgrade as there are not seats available for 5 people close to sit next to each other in that ?ight and $48.60 USD for breakfast at SJC in ********** for 5 people. Then, I ?led the reimbursement request (Reference #*******) to the Alaska Airline customer ********************** on Feb. 12. I received an email back from Alaska Airline customer ********************** on Feb. 27 and they are reimbursing $48.60 for the breakfast, but they are insisting that the seat assignment with upgrade is voluntary and not reimbursing $429. I replied email back on Feb. 28 and indicated the seat upgrade assignment is not voluntary. Since then I have not heard anything back from the Alaska Airline customer ********************** even though their auto email replay is saying please allow 3 weeks for an agent to respond to my email. They are not responding since then. I am attaching the invoices for reimbursement. They must send a reimbursement check to my address, ********************************* and let me know if you need more info from me. Thanks.
Business Response
Date: 04/29/2024

April 29, 2024

Dear ******,

Thank you for your email to the Better Business Bureau regarding your flight in February from ********** to ***********. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.

In reviewing your case, what our ************* Representative, *****, advised you was correct and we will be unable to reimburse you for the seat upgrades you purchased.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 04/29/2024

Complaint: 21637379

I am rejecting this response because: Indeed I confirmed that the Alaska Customer ********************** representative specifically told me that any charges for seat assignment/upgrade if seats next to each other for my family are not available to be reimbursed. I request Alaska Air release/share the customer ********************** representative phone conversation with me on February 3, 2024 in ********** Time. I am sure that the phone conversation has been recorded per the Alaska Air's policy for better customer ***********************.

Sincerely,

******************* Shin
Business Response
Date: 05/07/2024

May 7, 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, as previously advised, we cannot refund the seat fees you paid on your United flight.

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: 05/08/2024

Complaint: 21637379

I am rejecting this response because:
Please provide appropriate reasons why my request is ignored and please read my request carefully.
Alaska Air keeps ignoring my request of sharing the phone conversation with their customer representative and saying the same thing two times in a raw by different names of their representative, the same response as the original response without reasons. I have been requesting Alaska Air share the my conversation with the Alaska Air customer ********************** representative on that date of the flight delay and go over with me and a third party either BBB or in a small Court in the city of ************ That way it will be clear unless you provide a written document of the phone conversation between me and the Alaska air customer ********************** on that night of the flight cancelation in Feb.

Sincerely,

******************* Shin
Business Response
Date: 05/16/2024

May 16, 2024

Dear ******,

Thank you for your reply to our recent communication via the Better Business Bureau. 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. Although we do record our calls, they are only available for 30 days.

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:04/27/2024
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 flew Business Class with Alaska Airline from SEA to SFO on 3/21, flight number AS 1454. I have requested Alaska Airlines to add the miles to my frequent flyer miles (*********) account, but they have never done so, over a month after I finished my travel. I would like them to fulfill my request in a timely manner.
Business Response
Date: 04/29/2024

April 29, 2024

Dear ******,

Thank you for sharing your concerns with the Better Business Bureau regarding credit for your flight on 3/21/2024 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.

You should see the flight credited immediately. My apologies for the delay.

******, 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: 04/29/2024

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:04/27/2024
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.
During the recent trip with Alaska airline (SeaTac to SNA, Alaska flight 1228, February 25, 2024), I used the laboratory. The ashtray on the laboratory D door was broken, left open, and upon my exit from the tight laboratory it ripped my Down Jacket that I purchased few months ago for $379. While ashtrays have no use in airplane, it is the responsibility of the airline to add them to their PM and correct them if they are damaged and they must be taken care to prevent such incidents. I would like Alaska airline to pay me for the loss ($379).
Business Response
Date: 05/03/2024
May 3, 2024

Dear Merat,

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

Thank you for writing about your Alaska Airlines flight from ******* to ************ on February 25, 2024. I was disappointed to learn that you experienced an incident during your flight and I appreciate the opportunity to address your concerns.

Please accept my sincere apology that your new down jacket was damaged when it got caught on the ashtray in the plane lavatory. I am sorry that the ashtray was broken and left open, and I am thankful you were not injured. We appreciate your helpful suggestion to replace ashtrays with a cap since they are no longer used for their intended purpose.

When passengers' property is damaged during their flight, upon notifying the flight crew an Onboard Damage Report would be completed and a copy would be given to the guest. The notes in your file state that you did not report the damage to the flight crew since you were unaware that they would be able to assist you with the damage. We appreciate that you submitted photos of your damaged jacket and advised us that you did not have your purchase receipt. While a receipt is required for reimbursement over $100.00, I am happy to advise you that we will make a one-time exception and provide full reimbursement for your jacket in appreciation of your Gold loyalty. We have processed your payment in the amount of $379.00 in compensation for your 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.

Merat, we value your loyalty to Alaska as a Gold member since 2011. I am thankful to read that you were happy with the service provided by the flight attendants during your flight. I hope that we will continue to be your favorite airline and we look forward to welcoming you onboard another Alaska Airlines flight soon. I am confident we will demonstrate the remarkable service you expect and deserve on a future flight.

Sincerely,

******
Alaska Airlines

Reference#: *******
Customer Answer
Date: 05/04/2024

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,

********************* Moinazad *******
Initial Complaint
Date:04/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The issue is the right to cancel a flight reservation within 24 hours for a full refund. Either Alaska Airlines is violating this rule or their engaging in misleading information to consumers. I had travel credits from a prior reservation and tried to book a new flight. The Airlines system wouldn't allow me to use my voucher/certificate and my travel credit for the flight i.e. even though they were funds available, I could only choose one. I booked the new reservation and called the airline to get my travel voucher applied to the flight. Not only did the agent not apply the money but I also couldn't get the current flight refunded to my credit card. Now I had an even larger travel voucher that I couldn't use for the flight. When you cancel within 24 hours, every other airline just gives you a full refund and my understanding is that is the law. Alaska's option was a travel credit e-mailed or put in my wallet which then I couldn't use fully for my flight and seats. If you cancel a flight within 24 hours you should be able to get a full refund clearly or use every cent of that amount towards a new ticket so if the ticket including seats is the same price, it should be a zero sum change. There are really two issues; Alaska is withholding a portion of the sums for seats and not providing a refund but a credit. My original goal was to use all my credits towards a new flight instead I ended up not being able to use those credits and having additional credits that weren't applied. You can see the first attachments is the reservation with costs totaling 800 plus but when it is refunded less than 24 hours later, only a portion is refunded.
Business Response
Date: 04/27/2024

April 27, 2024

Dear ****,

Thank you for sharing your concerns regarding confirmation code EPKPZB with the Better Business Bureau. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

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 addition, most tickets (except for Saver Fares) can be refunded in full if canceled within 24 hours. In reviewing your reservation, you did not cancel it within 24 hours, however, our agent made an exception and did refund the certificate G7FA RP82 H1EX Z5K0 in the amount of $170.98 back to the original form of payment. My apologies for your disappointment, but our agent was following the rules of the fare.

****, 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:04/24/2024
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.
During a ski trip from 03/01/2024 to 03/03/2024 to *******************, Alaska Airline lost my baggage along with all my clothes and skiing gear including my base layer, middle layer, snow bibs, snow jackets, skis, ski binding, ski boots, helmet, goggle, gloves and my normal wearing. In this three days trip, they found my baggage by the end of second day. Being in a snow town with only my phone but nothing else on the first day, without knowing if they can find my bag again, I needed to purchase all those things to not ruin the trip. The total expense is $3762.22, and later they reimbursed $2394.83. There is still a $1367.39 gap. I require a full reimbursement because they not only almost ruined my trip, but also induced financial loss to me. Alaska should take full responsibility for the incidence and I should not suffer due to Alaska Airlines fault.There is a more than valid reason for every item I purchased:1. From 03/01/2024 to 03/03/2024, the temperature on the **************************** is 13F to 20F, it was very cold and wearing are very important not only to comfort but also safety. 2. I am a ski enthusiast and they can confirm that with my flying history. Every year I fly to ****, *******, Alaska, ********, ****** to enjoy the snow on the mountains. I have skiing equipment specialized for different purposes on powder day, park terrain day and carving day. Equipment and my technique combined allow me to enjoy this sport safely. Rental equipment would not satisfy my needs. 3. Our trip is only 3 days and the baggage was found and delivered to us by the end of the second day. On the first day we didnt know if you can find the lost baggages. It was likely that the 3 days trip could completely ruined by Alaska Airline. 4. All my skiing equipment and daily wear clothes are in the baggage. I only have a computer with me when I got notified the baggage was lost. Imagine you only have a t-shirt and be thrown into ********* snow weather in ***.
Customer Answer
Date: 04/25/2024
Before I reached out to BBB, I already got a Alaska reference number: 9729973.
Hope the info will help.
Thank you so much.
Best,
Zexi
Business Response
Date: 05/14/2024
May 3, 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 March 1, 2024. I can understand your frustration that your snowboarding equipment did not arrive with your flight, and I appreciate the opportunity to address your concerns regarding your baggage delay.

Please accept my sincere apology that your luggage was delayed to your destination and did not arrive until the second day of your 3 day trip. I have taken the liberty to review the remarks in your file and found notes stating that when you called our Central Baggage Office on March 1st you were advised that your bag would arrive the next morning and that we would make a one time exception to provide reimbursement for rental equipment. The notes in your file state that you were advised to save your rental receipts but that we could not reimburse purchases of replacement gear.

Our records show that you submitted receipts for your purchases in the amount of $3,762.22, however as described in our March 23rd and April 21st emails, excluded from reimbursement were items that you had been advised were approved for rental but not purchase. I found that a payout in the amount of $2,394.83 was sent on April 24th and has been claimed by you.

I am sorry that your trip was disrupted and that you felt that we did not accept responsibility for your baggage delay. Upon secondary supervisory review and as previously described, unfortunately, we are unable to provide additional reimbursement since you had been informed that your bag would be arriving the next morning and that rentals but not purchases would be reimbursed. While you have stated that rental equipment would not satisfy your needs since you are a ski enthusiast and prefer specialized equipment for different ski conditions, respectfully, we are unable to provide additional compensation for your case.

I apologize for any inconvenience caused by your baggage experience. I was pleased to see that ***** bonus miles were posted to your Alaska Mileage Plan Account #********* as a customer ********************** gesture on March 11th.

****, thank you for sharing your concerns with us. I recognize that this was more than a monetary loss for you and regret that your snowboarding trip did not begin the way you anticipated. We value your patronage and hope that we will have the opportunity to welcome you onboard another Alaska Airlines flight soon. I am confident we will demonstrate the remarkable service you expect and deserve on a future flight.

Sincerely,

******
Alaska Airlines

Reference#: *******, 9737207
Incident#: JACAS73602812
Initial Complaint
Date:04/24/2024
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.
I purchased a ticket from *** (*************), connecting through *** (*********), and onto *** (****, ******). After an hour of sitting on the plane at the gate at ***, we were told there was a mechanical failure and that we would need to deplane. Upon deplaning, I tried to go to the ticket counter to be rebooked on a new flight, as there was no chance of making my connection due to the 3+hour delay. I was told the wait to be rebooked would be 2+ hours and to just wait. Due to this wait, and knowing that there was only 1 other flight to **** that day, I went ahead and bought a new ticket on that other flight myself. My original flight ended up being delayed by many more hours and I would not have made it to ****** the same day, losing a day of my trip. I don't need compensation for lost time/the additional ticket I purchased, but I would greatly appreciate if the $364.43 of the ticket that I was unable to use due to Alaska's fault was refunded. I feel as though this is a very fair ask. I paid for a service which Alaska could not provide me. Therefore, the service should be refunded.
Business Response
Date: 04/25/2024

April 25, 2024

Dear *******,

Thank you for your email to the Better Business Bureau regarding your recent flight from ************* connecting through ********* and onto ********************** 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 noted that you have already called our ************************ and our agent advised we are unable to refund your ticket. However, she did provide you with a $200 Discount Code good towards a future ticket purchase. The compensation you is appropriate.

*******, 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: 04/25/2024

Complaint: 21621099

I am rejecting this response because: I believe I am deserving of a refund for services that were not rendered. A partial credit is not the same.

Sincerely,

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

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