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

  1048 W Intl Airport Rd STE 102 Anchorage, AK 99518-1077

• 

  Alaska Airlines

  5175 Airport Industrial Rd Fairbanks, AK 99709-4466

• 

  Alaska Airlines

  7250 S Tucson Blvd Tucson, AZ 85756-6949

• 

  Alaska Airlines, Inc.

  2400 John Brantley Blvd Morrisville, NC 27560

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:04/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4-20-2024 I was purchasing airline tickets through Alaska. It said I could purchase insurance and in the case I had to cancel my tickets for any reason, I could get a refund. However, the moment I purchased my tickets online the following screen said my tickets were ineligible for cancellation more than 24 hours purchased, even though the "insurance" they sold me said the complete opposite of that. I immediately went to Alaska Airlines and they referred me to Allianz (who I had never even heard of or knew I was purchasing from--had I known it was a third party insurer I would have never went through with the purchase). This is a clear scam and I do not want or have any use for their "insurance" which doesn't even insure the tickets! This is sickening. I have also opened a fraud case with my Amex rep with them.

  Business Response

  Date: 04/22/2024

  
  
  
  
  
  
  April 22, 2024
  
  
  Dear ***,
  
  Thank you for your email to the Better Business Bureau regarding your ticket and insurance purchase.
  
  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.
  
  Our records indicate that you purchased a "Saver" fare.  Tickets purchased on or after July 19, 2023 are eligible for a credit of 50% of the ticket value when canceled at least 14 days prior to departure of the first flight on the ticket.  However, full refunds are not allowed, per the rules of the fare.
  My apologies if you were unaware that the insurance you purchased was through a third party.  It is clear on our website when booking your travel that it is provided via Allianz.  However, they decide what they will or will not reimburse.  Alaska Airlines provides you with this option as many tend to want to purchase insurance.  I can assure you, however, that it is not scam.
  
  ***, 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:04/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: march 24, 2024 Amount paid: $79.09 I traveled as a single mom with baby under 1. Stroller, carry on backpack and all baby items. When I arrived at the gate, I was told I had to pack the stroller into my stroller bag and carry the baby and all my belongings and the bag with the stroller inside all the way to the plane (plane was located further away with walking up and down to get to the plane. I asked for help and at the gate Alaska representative refused to help since I chose to fly with my baby. Other passengers were perplexed just as I was, very overwhelmed and heavy carrying everything down (while pregnant) until passengers stepped in and helped out at the end, shaking their heads towards Alaska representatives who all weren't willing to help. Very sad and traumatic experience. Thank God for nice people out there. I am just shocked after asking for help, speaking out for help, it was refused. I want a compensation for the travel and the pain i went through carrying baby and baggage while pregnant. Thank you in advance for all your help. Kind regards

  Business Response

  Date: 04/22/2024

  
  
  
  
  
  
  April 22, 2024
  
  
  Dear ****,
  
  Thank you for your letter 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.
  
  Alaska strives to provide exceptional service to our customers. Unfortunately, due to the potential of injury to our agents and flight attendants, they are not required to assist with baggage.  As a single mom myself, I understand the difficulties when traveling with an infant and all the items you need to bring along.  I do hope, however, that you understand why our employees are not required to assist.  If they choose to, we would not ever stop them from doing so.
  
  Anja, 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:04/18/2024

  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.

  On April 7, 2024, my (now) wife and I took Alaska Flight 35 from *** (***) to *********. We were on our way to our wedding that was taking place on April 13, 2024 in ********, **. We checked several bags one of which were my golf clubs. The baggage personnel at the airport charged me for this oversize bag and I informed them that the bags had valuable golf clubs in them (I did not sign any waiver of liability - nor was there mention of this at the counter). When we arrived in **, I was in dismay when I found my brand new bag and relatively unused golf clubs completely destroyed. The bag, specifically designed for transport of clubs, had large tears, holes, and burn marks (a bag I had just purchased prior to the trip). The clubs inside were worse - a $400 driver snapped in two with the golf club head completely caved in and destroyed. Several of the $1200 irons scratched across the backside of the face of the clubs. A chip taken out of a brand new $200 putter. It looked as if the bag was shot and ran over. Even the Alaska personnel at baggage claim said it was egregious. Clearly a sign of negligence and not normal wear. After filing a report with detailed photos and speaking to several Alaska reps, I was sent a $300 voucher that would supposedly cover the cost of rentals for the golf match I was hosting my guests before the wedding. Although I got confirmation that the voucher was redeemed to my debit card and followed the instructions, the funds still have not been credited to my account (despite several attempts to reach Alaskas 3rd party payer - Payouts Network). Now Im out an extra $300 plus the cost of the checked bag ($45). What a nightmare. Alaska has only provided payout on the $75.11 bag. Ive contacted their reps multiple times. Im seeking compensation for the $300 voucher that didnt work plus the damages to my clubs caused by gross negligence to a total of $1,120 ($400 driver + $300 voucher + $125/ iron x 3 irons + $45 for the checked bag fee)

  Business Response

  Date: 05/03/2024

  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 April 7, 2024.  I can understand your frustration surrounding your damaged golf clubs and I appreciate the opportunity to address your concerns.
  
  First and foremost, please accept my sincere apology that your new golf bag and clubs were damaged during your flight, especially since you were traveling for your wedding. It was disappointing to read that you felt that we had been negligent in handling your baggage and that the damage was not normal wear and tear.
  
  I have taken the liberty to review your file and found notes stating that an exception was made to provide reimbursement for your golf club rentals and a $300.00 voucher was issued to you. I regret that you were unable to redeem the voucher and had to reach out to Payout Networks for assistance. In order to provide reimbursement for your golf club rentals, we request that you submit your dated receipts to us for review.
  
  I am truly sorry that your golf clubs were damaged.  As described in our previous emails, Alaska is unable to assume liability for damage to sporting equipment, and respectfully, we are unable to provide compensation for your golf clubs. Please visit our website for more information under Rule 15.H.6. at Contract of carriage - Alaska Airlines. Our records show that a payout in the amount of $75.11 sent on April 11th in reimbursement of your golf bag has been claimed. We recognize that you have requested reimbursement of the $45.00 fee to check your bag, however, baggage fees are not typically reimbursed unless the bag is lost. 
  
  Upon supervisory review of your claim, I am pleased to advise you that we will make an exception and provide reimbursement for your damaged driver and I have processed your payment in the amount of $399.99 as claimed on your Statement of Mishandling Claim Form. 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.  
  
  We value your feedback and I have forwarded your comments to the ***************** Manager for review.  It is my sincere hope that by hearing about your experience, improvements will be made to our baggage handling procedures going forward.
  
  I apologize for any inconvenience caused by your baggage experience. As a customer ********************** gesture, 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 ECSR100CGMXR1459648, in the amount of $100.00.
  
  *****, thank you for sharing you for reaching out to us. I am sorry that your wedding trip did not begin the way you had planned.  Please accept my congratulations for your marriage. 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 award-winning service you expect and deserve on a future flight.
  
  Sincerely,
  
  
  ******
  Alaska Airlines
  
  Reference#: 9840832
  Incident#: SANAS25721939
  
  

  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.
  

  Per request from Alaska Airlines, Ive attached the receipt for the $300 voucher that was never honored or paid out by Alaskas partner, Payouts Network. As stated, Alaska allowed for a $300 voucher to cover golf club rentals, but given the terms (required to use the funds within 24 hours), I had to first use the funds to purchase a gift certificate from the golf course (***********************) for later purchase of rental clubs (I was not playing the first day I flew in, and you are unable to purchase rentals before the day of your tee time). As mentioned in my first note, after syncing my debit card to the voucher, I was informed that I would receive a statement reimbursement in 3-5 business days - that never occurred.
  

  I accept the payout for $399.99 from Alaska Airlines for the ruined driver.

   

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

• Initial Complaint

  Date:04/17/2024

  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.

  On October 22, 2023, I renewed my membership to use the AlaskaAir Lounge, which is a purchase of $400. The purchase allows the member to use Alaska Lounges whenever one exists at an airport. Until recently (they changed their policy, effective Feb 1, 2024), AlaskaAir Lounge members were permitted to use the lounge regardless of whether the member was flying on AlaskaAir or partner airline. This was the principal reason I purchased the membership. I do not always fly AlaskaAir or a partner airline, but I often have to be at the airport for a long time because of the distance that I need to travel to get to the airport for a flight. AlaskaAir changed their policy and the have not offered pro-rated refunds. I wrote to them requesting a pro-rated refund (for the 5 remaining months of my membership, which I will not be able to use the lounge because of their change in policy) and they refused. They said that membership purchases are non-refundable. But, they changed their policy AFTER people like me already made the membership purchase. This seems like a bait-and-switch and not offering partial refunds seems to amount to stealing people's money. They should offer every member who purchased a membership prior to their change in policy, a pro-rated refund.

  Business Response

  Date: 04/18/2024

  
  
  
  
  
  
  April 18, 2024
  
  
  Dear Mai,
  
  Thank you for your letter to the Better Business Bureau regarding the change in access for our Lounge Members.  It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  I am sorry for your disappointment in the changes we made regarding access to our lounges.  Unfortunately, our membership has increased dramatically and we had to make some changes in order to continue to provide the relaxing atmosphere for our members.  My apologies but we are unable to refund the remainder of your membership.
  
  Mai, 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: 04/19/2024

   
  Complaint: 21590551
  
  I am rejecting this response because it does not address the unfairness of their change in policy and how it impacts my ability to use the AlaskaAir airport lounge. I purchased a membership with the understanding that I could use the lounge whenever I travel, regardless of which airline I am actually flying. They changed their policy after my purchase and should offer me a prorated refund, not just a polite rejection of my request. Their change in policy is a bait-and-switch and amounts to stealing client's money. The money itself is not the point since a prorated refund based on when I had an opportunity to reach out to them is <$200. The point is that it is not OK for them to change their policy without offering clients some kind of partial refund. The request is not a big one, but it speaks volumes of AlaskaAir that they think that they can justify such thievery.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:04/17/2024

  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.

  I am writing to express my dissatisfaction with the treatment I received from your baggage staff on my recent flight from ************* to ********, flight number 1187 on April 12th. This situation has left me disappointed in the service standards of your airline, which I had held in high regard.When I arrived at the airport I had to check in media equipment. My flight to SFO was earlier the same day and my media pass was accepted for discounted baggage without issue but the staff at SFO denied it and told me to "check their policies." Despite having proof of eligibility for the media baggage discount, which is clearly supported by your airlines policies, the staff member and subsequently the manager insisted that I was not entitled to the discount. Neither of them were wearing name tags (they were the only ones not wearing them) but she claimed her name is ********.Their demeanor throughout the interaction was dismissive and unprofessional. Initially, ******** made me go through the line twice because my bag wasn't tagged but none of the bag tag stations were working. When I looped through the line again she refused to be any help and charged me $130 when my bag should have been $50. ******** refused to look at my media pass and claimed the staff in ******** were in the wrong. Subsequently, she flagged both me and my business partner for secondary screening at security. I was nothing but kind to both the manager and the staff member and they treated me in a manner that I found very offensive considering the fact Alaska is not a budget airline.I am frustrated by the inconsistency in applying your own policies from one flight to another and by the rude behavior exhibited by your staff, which seems to contradict the customer ********************** values your company advertises. I would like a partial refund for the extra amount I paid. Additionally, I request that appropriate measures be taken regarding the customer ********************** conduct of the staff involved.

  Business Response

  Date: 04/22/2024

  April 20, 2024
  
  
  Dear ******,
  
  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 April 12, 2024. From what you have described, this has been a frustrating experience for you, and I appreciate the opportunity to discuss your concerns.
  
  Please accept my sincere apology that you were disappointed with the service our agents provided at the ********************* when you were checking in your bag for your return flight.  As an airline that strives to provide exceptional service to our guests, I regret that you found our employees to be dismissive and unprofessional while assisting you check in your media equipment.  I apologize that the bag tag stations were not working, and you had to wait in line twice to check your bag.  
  
  I am sorry that you felt that you should have been charged $50.00 and were frustrated that the fee was not consistent with your flight earlier the same day. I have taken the liberty to review your reservation and found that your baggage was coded as a 70lb Media equipment bag with a baggage fee of $130.00. The overweight fee may have been waived when you checked it in for your outbound flight from ********, and I apologize for any confusion.
  
  The ************************************** (***) is a separate entity from Alaska Airlines, and it was disappointing to learn that you felt our representative flagged you for secondary screening. The *** screening process is unrelated to our baggage handling and should not have been impacted by our agents, and I apologize that you and your business partner were required to go through secondary screening.
  
  As a customer ********************** gesture for any inconvenience caused by your baggage experience, we are happy to make a one-time exception and I have requested a refund of your bag fee paid in the amount of $130.00. The refund will be posted by our ********************* to the original form of payment within 7 to 10 business days. 
  
  Your feedback is important to us, and I have forwarded your comments to the ********************* Manager to discuss your concern with the involved employees and review the baggage tag stations that were not working.  It is my sincere hope that we will find ways to make improvements to better meet your needs going forward. 
  
  ******, thank you for reaching out to **. We appreciate your business and apologize that we did not live up to providing you with the award-winning service that you expected.  It is my hope that 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#: *******

• Initial Complaint

  Date:04/16/2024

  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.

  Reference#: ******* Incident#: KOAAS81718931 Flight April 1st 2024 Wanting a refund on my stroller that my daughter uses for her low muscle tone. We arrived in *** to grab our stroller and there was another stroller stacked on top of ours. We opened our stroller and it wouldnt unfold properly, the guides that the stroller slides on to open and shut are no longer on the tracks, the frame is bent! So now it doesnt open or shut properly and needs to be slammed extremely hard for it to even stay open but not safely. The guides are no longer on the track so it can shut itself as it doesnt lock and stay in the open position which is unsafe. There is paint rubbed of the frame is the same area, seems like the stroller was placed somewhere and rubbed up and down the entire plane ride or someone drug it instead of unfolding it because they didnt know how to work it. This is a heavy duty *** full size stroller, its not fragile. Someone mishandled the stroller and didnt treat it with care whatsoever, I shouldnt be liable for Alaskas mishandling! Mishandling and wear and tear are two different things. For there to be enough damage to literally bend the frame and rub off metal and paint shows that it was mishandled. I filed a claim with Alaska and they are trying to assume zero responsibility. Their contract states they assume no liability when damage comes from the fragile item, the damage didnt come from the fragile item it came from mishandling. Cost of the item was $602.24.

  Business Response

  Date: 04/22/2024

  April 19, 2024
  
  
  Dear ******,
  
  This is in response to your BBB Complaint Case #********. 
  
  Thank you for writing about your Alaska Airlines flight from ******* to **** on April 1, 2024.  I can understand your frustration that your daughter's stroller was damaged during your flight, and I appreciate the opportunity to address your concerns. 
  
  Please accept my apology that your stroller was damaged and that you felt it was unsafe to use, especially since your daughter needed to use it for low muscle tone. The notes in your case state that we had contacted our third-party vendor, *******************, who normally handles any concerns related to damaged assistive devices, to inquire about your claim. 
  
  I am sorry that you felt that your stroller had been mishandled and that we were denying responsibility for your case.  As previously advised, Alaska is unable to assume liability for damage to unprotected items, such as strollers, whose shape or characteristics render them susceptible to damage. Please find more information on our website under Rule 15.H.6.d.16. at Contract of carriage - Alaska Airlines.
  
  I was pleased to see that a supervisor from our Central Baggage Services Office called you on April 17th to advise you that we would make a one-time exception for your case and provide reimbursement for your damaged stroller.  Our records show that a payout in the amount of $604.00 sent on April 17th in full settlement of your claim has been claimed by you.
  
  ******, thank you for reaching out to us.  We value your patronage and look forward to welcoming you onboard another Alaska Airlines flight soon. It is my expectation that we will demonstrate the award-winning service we are known for and that you deserve on a future flight.
  
  **********************************
  Alaska Airlines
  
  Reference#: 9830646
  Incident#: KOAAS81718931

  Customer Answer

  Date: 04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, ******************** contacted me and was very nice about everything. I accept their response and appreciate them making an exception. 
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:04/16/2024

  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.

  I have been travelling to ************* on Alaska Airlines approx. 3 years now and 4 or 5 different trips from ***** ***** to there. I have had the best service and the best vacation each and every time until this most recent incident. I recently purchased an Alaska Mileage Plan Credit card and diverted all of my spending to this card to establish miles through theier plan. My recent travel to ****** ****** began on April 1st 2024 and my return was April 7th 2024. on Flight 1391 LTO to ***, Flight 3326 LAX to BOI, back home. I was told at check in 2 coolers and a duffle bag was going to be $197.60 for over weight and 3 bags???? I paid it in full and recieved my bag tags and proceeded to the gates. There were about 7 other people in line headed to ***** which also had coolers with fresh fish (frozen). Upon arrival at ***, we were informed that Boise passengers were to be let in front to avoid missing connecting flight to BOI. At US Customs only my duffle bag was what came through while we all waited for our coolers to connect. we were informed that the coolers could be anywhere. I was the only one to grab my personal belongings (duffle bag) and head through Customs, where I was told that I was too late and to carry the bag to the gate some 2 miles away. Pre boarding they threw out a bottle of very expensive colgne (Obsession) ***************** Lafco New ******** among other products including prescribtion drugs from the Boise VAMC. I had just had Plantar Fascilitis surgery March 16th so I was still in a walking boot. An attendent saiid that a wheelchair was not availiable. I started this awful journey with a 3 on the pain level scale and ended with a sprained knee and a pain lecvel of 10. A flight attendent did get me a bag of ice on the flight back to BOI. There and only there did I recieve a wheelchair assistance. I was told they had no idea where the rest of my luggage ended up, this was 2am in the morning. I request $ and/or 20k miles

  Business Response

  Date: 04/22/2024

  April 19, 2024
  
  
  Dear ******,
  
  This is response to your BBB Complaint #********.  
  
  Thank you for writing about your Alaska Airlines flight from ****** to ***** on April 7, 2024. From what you have described, this has been a frustrating experience for you, and I appreciate the opportunity to address your concerns.
  
  I am sorry that your baggage did not arrive with your flight to the *******************. As our guest, you had every right to expect that your luggage would arrive on time at your destination, and I regret that we did not meet that expectation for you and that you were not given information as to the status of your coolers. I can understand your disappointment that you were not able to check your duffel bag to your connecting flight after you had gone through Customs, especially since you were not allowed to keep your cologne, oils and medications.
  
  According to the notes in your file, your fish boxes were delayed in transfer to your connecting flight from ***********, however, I was pleased to see that both coolers were forwarded to the ************* and delivered to your home the next day on April 8th.
  
  As a gesture of apology for any inconvenience caused by your baggage delay, I am including a Discount Code for future travel on Alaska. Please reference the appropriate code below at the time of booking. For your reference, I have copied the Discount Code you received from our ************* Team on April 8th below.
  
  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 ECSR100CRMST1454196, in the amount of $100.00.
  
  ***********************, Discount Code ECSR50CJMWG1379388, in the amount of $50.00.
  
  Please accept my sincere apology that you were unable to receive wheelchair assistance when you arrived at the ******************* and had a long walk to the gate in your walking boot. It was disheartening to learn that you experienced increased pain and a sprained knee. I was thankful to find that you were able to receive wheelchair assistance when you landed at the **************  To ensure your concerns regarding the inability to receive wheelchair assistance is addressed, I have forwarded your case to our **************************** for review.
  
  ******, thank you for reaching out to us. I was happy to read that you have been pleased with our service during your trips to ****** over the past few years. We value your loyalty as an Alaska Mileage Plan member and cardholder.  We look forward to welcoming you onboard another Alaska Airlines flight in the future, so we may demonstrate the remarkable service you deserve.
  
  Sincerely,
  
  
  ******
  Alaska Airlines
  
  Reference#: 9843374
  Incident#: BOIAS62474904

• Initial Complaint

  Date:04/08/2024

  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.

  On 11/21/23 I was scheduled to fly out of *** airport with my two grandchildren we arrived at 5.am with my support animal I am a disabled senior citizen when I arrived I was told they had no reservation for my dog, I had to have a relative take the dog home with them. This flight # **** was cancelled we were told our next flight was #**** this flight was then cancelled around 11:20 am. I sat in the airport for hours in pain waiting for some information about when we would be put on a flight. We were hungry we were tired, we received no compensation no food vouchers. We were told we were on flight #**** at 9:56 pm this flight also was cancelled we were then told there was no pilot available. The purpose of leaving on 11/21/23 was to have a special dinner with my daughter and my grandchildren which I missed. We were then told we could wait in the airport over night until our flight left at 5:am the next morning. We spent over 13 hours waiting for a flight we had paid for that never left. I have a heart condition and I have excruciating pain walking I was treated like I was nothing me being in a wheelchair did not matter. We occurred traveling expenses back and forth to the airport, I had to spend a ridiculous amount of money for food purchased in the airport to feed my grandchildren and myself.

  Business Response

  Date: 04/09/2024

  
  
  
  
  
  
  April 9, 2024
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your recent flight from *******-****** to ****** on 11/21/2023.  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 that your flight was canceled and your dog was unable to fly.  Unfortunately, due to the lack of time that has elapsed since you flew we are unable to verify some information.  In addition, your flight was operated by Envoy Airlines operating as American Eagle.  If you would be so kind as to provide me with the confirmation code for your grandchildren, I will see what I can do for you.
  
  ******, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 04/22/2024

  I ************************* am rejecting the decision made on my claim I would like to reopen it due to the fact I sent all the pertinent information requested and I am not satisfied with the outcome . 

  Business Response

  Date: 04/24/2024

  
  
  
  
  
  
  April 24, 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.
  
  The confirmation codes you sent were for travel on American Airlines, not Alaska. You will need to reach to them.  I am sorry.
  
  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: 04/24/2024

   
  Complaint: 21547616
  
  I am rejecting this response because: Alaska airlines and **************** is the same company what kind of game are you playing?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/08/2024

  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.

  am contacting you regarding problems I have had with Alaska Airlines over the past 18 months. On January 23, 2023, Alaska Airlines lost my luggage. I filed a claim detailing over $2200 in losses and was only reimbursed $753.50. I filed an appeal but Alaska Airlines refused to fully compensate me for my losses. On February 2, 2023, Alaska Airlines convinced me to buy a membership for their lounge. However, I was subsequently denied access to the lounge by an agent when I tried to use it. The agent said that they were unable to look up my membership using my name and needed my membership number. I exchanged several emails with Alaska Airlines staff members who refused to refund my lounge membership fees. Instead, they extended my membership. I recently took another trip to ****** and was again denied access to the lounge. I flew Alaska Airlines from **********, **********, to ***********, **********. I had a connecting flight to **************** on ******** Airlines with a 4-our layover in ***********. I went to the Alaska Airlines lounge and presented my membership card and flight information. The agent, ***, would not let me enter the lounge because she said I had to have a ticket showing I had a departing flight with Alaska Airlines. I had an arriving ticket with Alaska Airlines, so I should have been able to use the lounge. I cannot control the flight times and layovers and access should be available to your customers who have used your flight service either arriving or departing. I am 91 years old and should not be shown such disrespect. This unethical behavior is unacceptable. Alaska Airlines is stealing from me by charging me $500 and refusing to provide the service I paid for. I want a full refund for the lounge membership fee. *********************** ************

  Business Response

  Date: 04/14/2024

  ****Pills and magnifying glass were missed in the calculation at $30 each, will post payout in PNI for $60.00 when Adora sends BBB letter. 
  BBB Complaint response for baggage. NN lounge issues addressed.
  Sent to Adora 4/13/24
  
  *********************************************************************************
  Dear ******,
  
  This is in response to your BBB Complaint Case #********
  
  Thank you for taking the time to contact us regarding your Alaska Airlines flight from **********, ********** to ***********, ********** on January 23rd, 2023. I understand that this has been a frustrating experience for you and I appreciate the opportunity to address your concerns.
  
  I sincerely apologize that your delayed luggage was never recovered after an extensive search.
  
  After further research, I discovered that we received your initial Statement of Mishandling form claiming one item, that being a TSA lock. Shortly after, we contacted you and advised we would made an exception for a you to resubmit an amended form listing all contents inside your luggage as this would aid in our ability to search for the bag and be used for settlement purposes. I understand the amount refunded was lower than the amount requested due to specific limitation of liability. Per our records you were advised via email on March 3rd, 2023 that without receipts, you would be partially compensated at no more than $100.00 per item as an exception to our reimbursement policy. In addition, items such as articles are excluded from liability. For more information regarding our policy and exclusions, please visit our Contract of Carriage at Alaskaair.com. 
  
  While unfortunately we were unable to locate your luggage, your claim was completed and, as you stated, you were compensated $753.50, which was sent via check on April 17th, 2023. Upon the conclusion of this review, it was determined that additional compensation is needed. When calculating the items listed on your Statement of Mishandling, I discovered that you were not compensated for the magnifying glass and heart medication claimed at $30.00 each. For this reason, we have processed your payment in the amount of $60.00 USD. Please follow the instructions in the email you'll receive titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days.
  
  I was thankful to see that as a customer ********************** gesture for your baggage issues you were provided with a $200.00 Discount Code for future travel on Alaska Airlines. For your reference, I have copied the Discount Code below.
  
  ***********************, Discount Code (eCert code) ECSR200CXCRC450552, in the amount of $200

  In regards to your Lounge Membership, you will need to reach out to the Lounge Administrator as only they have the authority to refund a membership.  Their email is ***************************************************.

  We know that this experience did not live up to your expectations, but I sincerely hope you choose to fly with us again soon as I am confident we can prove to you the level of customer ********************** we are known for.
  

  
  

• Initial Complaint

  Date:04/07/2024

  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 3/30/24 Alaskan Airlines flight 639 that was supposed to fly from *******-Tacoma to ********************** was canceled. My 4 family members and I were supposed to be on this flight. Alaskan Airlines transferred us to be on flight 538 to arrive about 8 hours later than previously scheduled to arrive. I called customer care and they said they would give $200 per person of flying vouchers once we arrived at *******. We boarded flight 538 in ******* after having 8 hours of layover time in airports. My 2 year old daughter ************************* was crying on the flight while boarding because she was tired from sitting in airports. She was initially upset because our seats were split apart from each other. Once everyone boarded the plane the ticketing agent came and said to me that your daughter is causing a disturbance and that we need you to get off the plane. I told him that our previous flight was already canceled and this was the only flight out to ******* tonight and begged for him to keep us aboard and that she would calm down. He said that the flight attendants have the final say and they deemed her a safety issue. I told them that a buckled in 2 year old throwing a fit is not a safety issue and it was inhumane to do this to a family of 5. We got off the plane and had to wait 24 hrs in ******* until the next flight was available. Alaskan Airlines gave us a hotel room for the night, but no extra compensation was given. I called customer care and they refused to give us any extra compensation for delaying us 32 hours from when we were supposed to arrive besides the $200 travel voucher that was promised before throwing us off the flight. My wife could not cancel our rental care reservation and was charged an extra $203.52 by a rental car company in ******* that would not refund our arrangement. I would like a refund of the $956.73 and the ******* airline miles that were used between my father and I, and the $203.52 from the rental company.

  Business Response

  Date: 04/08/2024

  
  
  
  
  
  
  April 8, 2024
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your flight on March 30th from ******* to *******.  We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  I do see that you reached out to our ************************ and they advised why your family was removed from the flight.  In addition, they did provide you with compensation for your original delayed flight.  Unfortunately, we are not able to provide any additional compensation.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21542827
  
  I am rejecting this response because: There was no additional compensation once we were removed from a flight.  Alaska Airlines and its employees has no sympathy to families.  There was no opportunity given to let me calm my daughter down, it was just you need to get off the flight.  The initial reason she was upset is because we were already delayed because of your cancelled flight.  My wife is also out over $200 because she could not get a refund on a rental car because of you removing us from this flight.  Do to the fact that Alaska Airlines pushed our travel back by nearly 32 hours from when we initially were supposed to arrive it added a lot of stress on my wife and I, and there was no sympathy given by your company.  I have sat on over 50 flights before with screaming children, people arguing with flight attendants and drunken stupidity.  Yet I have never seen any of those people ever kicked off of a flight.  The fact that your company removed us for a 2 year old crying that is seat buckled in and saying she is a safety issue is beyond ridiculous.  I am a school teacher that talks to other people and I will recommend to my colleagues, social media friends, family, and everyone I know to not fly with Alaska because they are not a family friendly business.  I will never fly with your company again and will be canceling my credit card if additional compensation is not given for our stress, time and the way that we were unfairly treated by your company.  It is clear that your company only cares about money and not the people on the plane.  
  
  Sincerely,
  
  ***********************