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Business Profile

Airlines

Alaska Airlines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

This profile includes complaints for Alaska Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

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Alaska Airlines has 19 locations, listed below.

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    Customer Complaints Summary

    • 618 total complaints in the last 3 years.
    • 204 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/30/2024

      Type:Order 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 am following up regarding an email I sent on March 21 (about 9 days ago) to ************************************* I never received a reply. A copy is attached. Are you able to tell if ***************************** (Mileage Plan # *** 395 204) and ********************************* (Mileage Plan # *********) each successfully received credit for their flight (Confirmation code: LKUSOI)? If so, can you please let us know? If not, can you please retroactively credit both of their accounts? There are four (4) attachments: three (3) emails to ************************************ dated 3-21-24; 3-26-24; and 3-30-24, as well as a copy of Alaska Confirmation code LKUSOI for reference. Thank you so much! I know it's a busy time for airlines, but we would greatly appreciate a reply all to our emails, especially the fine one 3-30-24 (attached).

      Business Response

      Date: 03/31/2024







      March 31, 2024


      Dear *******,

      I appreciate that you took the time to contact the Better Business Bureau regarding mileage credit for ***** and *********************************.

      Their mileage plans were credited and they should have been able to verify that by looking in their MyAccounts.   Due to the major backlog as a result of the grounding of the ****** MAX9 it is taking us longer than normal to respond.  We will respond as soon as possible so there is no need to contact the Better Business Bureau.

      As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

      Sincerely,



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


      Reference#: *******

      Customer Answer

      Date: 03/31/2024

      Alaska Airlines,  Thank you for the quick reply regarding ***** and *********************************!  They are unable to access their accounts.  Can account/password reset emails and snail mail information be sent?  Do you have their contact information (emails and address on file)?

      When we tried to check on the credit today, the website appears to say that the mileage plus accounts were not active.

      ***************************** (Mileage Plan # *** 395 204), email: ********************************************** and mail: *******************************************************. 95630

      ********************************* (Mileage Plan # *********), email: ************************************************ and mail:  *******************************************************. 95630.

      Thank you!

      *******

      Customer Answer

      Date: 03/31/2024

       
      Complaint: 21508073

      I am rejecting this response because:

      Alaska Airlines,  Thank you for the quick reply regarding ***** and *********************************!  They are unable to access their accounts.  Can account/password reset emails and snail mail information be sent?  Do you have their contact information (emails and address on file)?

      When we tried to check on the credit today, the website appears to say that the mileage plus accounts were not active.
      ***************************** (Mileage Plan # *** 395 204), email: ********************************************** and mail: *******************************************************. 95630
      ********************************* (Mileage Plan # *********), email: ************************************************ and mail:  *******************************************************. 95630.
      Thank you!
      *******
       

      Customer Answer

      Date: 04/02/2024

      Alaska Airlines,

      As a follow-up to the emails below/attached from 3-21-24, 3-26-24, and 3-30-24, please see attached Better Business Bureau (BBB) complaint/request, with the four accompanying attachments for reference. We did not receive replies to the 3-21-24 or 3-26-24 emails. There are a total of five (5) attachments for reference.
      When we tried to check on the credit today, the website appears to say that the mileage plus accounts were not active. However, please see the attached three (3) emails, and the flight reservation. Can you please address the issues in our BBB complaint/request?
      Thank you!

      Kind regards,

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

      Business Response

      Date: 04/04/2024







      April 4, 2024


      Dear *******,

      Thank you for your response to the Better Business Bureau regarding ***** and ************************************* Mileage Plan accounts.

      My apologies, but they will need to contact us via phone in order to verify information prior to releasing their account information or resetting passwords.  We can be reached at **************, Monday - Friday from 7 am to 7 pm and Saturday from 8 am to 5 pm.

      As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

      Sincerely,



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


      Reference#: *******

      Customer Answer

      Date: 04/04/2024

       
      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,

      ***********************
    • Initial Complaint

      Date:03/27/2024

      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 paid nearly $1400 for a first class seat to ****** MX from ************* in Oct. 23.I was given a boarding ticket for my seat on Jan, 20, ******************************************************************************************************************************************I went to the gate agent who told me I was now in economy, row 16. When I asked why, I was offered no explanation. I asked to be put on another flight in the same class of service I had purchased-first. I am ************************** business on long haul flights for health and comfort reasons. No accommodation was offered or attempted, either on an Alaska or a partner airline, despite the fact that my 9:30 am could have permitted that.I was compelled to take my belongings back to economy. I had planned to eat breakfast, which I had pre-ordered 2 weeks earlier, and then sleep for the 5 hour flight duration since I had been up the prior night wrapping up matters, knowing I could sleep and eat on the flight. I could not sleep and was only offered a "box" of something.I wrote ************* at ********************, pointing out the fact that they failed to comply with the Contract of Carriage repeatedly, which included asking for volunteers to surrender their seat for compensation, which did not happen. Nor was any explanation in writing or verbal, per Fed. DOT profferred, nor any offer to put me on another flight in the same class. I was surely the oldest person in first class as well. I was only offered a refund in the difference of class and $300. I declined the offer and subsequent letters to the **** ************************* requesting a minimum of $1000 compensation were either rejected or went unanswered.No explanation for this treatment, violation of their Contract of Carriage, as well as Fed. DOT regulations and the humiliation I endured as a senior citizen warrants better compensation. I spent $67,000 on Alaska's branded credit card in 2023 and used to be a fan. No longer.

      Business Response

      Date: 04/08/2024







      April 8, 2024


      Dear ******,

      Thank you for your email to the Better Business Bureau regarding your flight from ************* to ****** in October of 2023.

      In reviewing your concerns, I do see that you reached out to our ************* Team and were advised that the compensation you received was appropriate.  My apologies, but we will not be providing additional compensation.

      Sincerely,



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


      Reference#: *******

      Customer Answer

      Date: 04/09/2024

       
      Complaint: 21492349

      I am rejecting this response because: the airline failed to comply with its own Contract of Carriage, as noted in Rule 8 for oversold flights, which requires them to request volunteers to surrender their seat in return for compensation. They did not do that, and I was tricked into leaving my seat I was already in, when the Contract explains I did not have to surrender my seat I was in with a boarding pass. This also violates DOT requirements that I should have been told why I was being downgraded, which was not explained at the gate, nor by customer care nor by the **** As a senior citizen I am left with the impression there was discrimination on this account since they have refused to comply with the requirement to explain their actions. I even offered to accept their offer if they proffered a reasonable explanation for their offer, but like most of my questions posed, they were ignored and went unanswered. They have blatantly ignored their own Contract of Carriage and that of Federal DOT. This should not be permitted or condoned.

      Sincerely,

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

      Customer Answer

      Date: 04/19/2024

      I would beg to disagree, that the company did not address the issues I raised.
      1. Specifically, under the contract of carriage there should have been a request for volunteers in first class to surrender their seat in return for a financial offer to others in first class. There was never any request made of passengers in first class. Why?

      2. I did not have to leave my seat per DOT and Alaskas own Contract of Carriage yet I was told I needed to see the gate agent AFTER I WAS IN MY SEAT. Why was I made to see the gate agent when that did not follow the contract of carriage nor DOTs regulations. 3. Further DOT regulations require that I be provided in writing the reason for my downgrade . Ive not even been offered a verbal reason. WHY? I suspect its discrimination against senior citizens as I was the oldest person in first class and I guess I looked like an easy dupe who wouldnt complain.

      4. As well I asked them for evidence of why $300 would be sufficient WHY $300? 

      I Said I would drop my complaint if they offered a reasonable explanation but they have not.

       

      Said I would drop my complaint if they offered a reasonable explanation but they have not.

       

      If this is a serious forum for dispute resolution the least the BBB can do Is sure that company responses are more than rehash of what has already been stated. Otherwise it makes the BBB look to be ineffectual and pointless. 
      I hope someone would give matter serious consideration, otherwise this will wind up in the courts. I await your response. 
      joe 

    • Initial Complaint

      Date:03/22/2024

      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.
      Mishandled baggage Incident Number: PHXAS83926176. Both golf bags on my reservation were delayed during a trip from *******, ** to *******, ** on Wednesday, February 7, 2024. My travel group was instructed to purchase items in our delayed bags for reimbursement so we could continue with our scheduled plans including reservations to play golf that could not be reschedule or refunded. We purchased the necessary items and I submitted my receipts for reimbursement, Alaska Airlines is refusing to refund me for my purchases. Our bags were delivered at different times throughout the day and we followed the guidance that was provided by three separate Alaska Airlines Customer ********************** Agents.

      Business Response

      Date: 03/27/2024



      March 27, 2024


      Dear *********,

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

      Thank you for writing about your Alaska Airlines flight from ******* to ******* on February 7, 2024. Please accept my apology that your luggage was delayed after your flight and for any inconvenience this has caused you.

      From what you have described, it is understandable that you were frustrated that your golf bags did not arrive with your flight, especially since you had traveled for a nonrefundable golf trip.  When passengers' luggage is delayed, Alaska will provide reimbursement for reasonable and necessary purchases made while waiting for your bags and we appreciate that you submitted your receipts for purchases needed to play golf until you received your luggage.

      According to the remarks in your file, your baggage was forwarded to the *************** the next morning on February 8th and a Baggage Delivery order was created at 10:22am to deliver your bags to you. Since your receipts which totaled $1,313.90 were dated February 8th at 1pm, your purchases were made after the Baggage Delivery Order had been created, and you were advised that we were unable to provide reimbursement for your purchases.  I was thankful to see that upon secondary review of your case, your payment was approved since your bags did not arrive in time for your scheduled golf tournament. Our records show that a payout in the amount of $1,313.90 was sent to you on March 22nd in full settlement of your case and has been claimed.

      *********, thank you for reaching out to us.  We value your patronage and regret that we did not live up to providing you with the high level of service you expected.  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.

      **********************************
      Alaska Airlines

      Reference#: 9670917
      Incident#: PHXAS83926176
    • Initial Complaint

      Date:03/22/2024

      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.
      We booked 6 one-way tickets on Alaska airlines from ***-*** for 5/5/2024. We booked these tickets in Nov'23 to ensure that we have the flight locked in. Alaska airlines announced that they are discontinuing the flight from ***-*** and gave us an option to get a refund or get a travel credit or reschedule the flight. Since the other options are not convenient, we elected to get a refund after contacting Alaska Airlines in early Feb.They did not give us a discount and instead provided a travel credit. We called again in early March to request a refund. We were put on hold for 40+ minutes and finally they agreed to cancel the credit and give us a refund. However, they reneged on the promise and so we called again on March 20. They again put us on hold for 60 minutes and were told that the previous agent messed up and that they will correct it. But they neither have given us any gaurantee that the issue will be rectified this time OR make any amends for the inconvenience and stress caused to us. This is a totally unacceptable and stressful experience for us. When an airline cancels a flight, they should have the minimum courtesy of making the right amends instead of stringing customers along

      Business Response

      Date: 03/23/2024







      March 23, 2024


      Dear ******,

      I appreciate that you took the time to contact the Better Business Bureau regarding your flight in May.  
      We are so very sorry that we discontinued service from ************* to *****************.  In addition, my apologies for the hassle you had to go through in order to obtain a refund and not just a credit.  I have verified that a refund was processed back to the credit card ending in 2315.  You should be able to see it immediately.

      As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

      Sincerely,



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


      Reference#: *******

      Customer Answer

      Date: 03/23/2024

       
      Complaint: 21471282

      I am rejecting this response because Alaska airlines refunded around $97 per ticket, when the original price of the ticket was ~$180. Again, a failure of their internal processes and causing undue stress to the customers

      Sincerely,

      ***** ****

      Customer Answer

      Date: 03/23/2024

      Please find the details about the initial charges from Alaska airlines and the partial refund attached,

       

      Thanks,

      Business Response

      Date: 04/11/2024







      April 11, 2024


      Dear ******,

      Thank you for your response to the Better Business Bureau.  I have verified that a refund was processed back to your credit card on 3/20/2024.  Because you had purchased a Saver Fare you are not *********** a full refund, only 50%.

      As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

      Sincerely,



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


      Reference#: *******
    • Initial Complaint

      Date:03/20/2024

      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.
      Dear ***/*****,My name is *********************************, and I am writing to express my concern regarding a recent experience with Alaska Airlines. On January 5th, 2024, my family and I embarked on a trip to ******************* to attend a wedding. Our return flight, scheduled for January 9th, 2024, was unfortunately canceled by Alaska Airlines less than 24 hours prior to departure. Subsequently, we were automatically re-scheduled for January 11th, 2024.Despite my ******* efforts to secure alternate arrangements for an earlier return, I encountered significant challenges in reaching Alaska Airlines through their phone lines. As someone who works demanding shifts of 24, 48, and sometimes more than 72 hours, the extended hold times exacerbated the situation, rendering it exceedingly difficult to communicate with the airline and seek resolution.I am compelled to seek assistance from the Better Business Bureau (BBB) in addressing this matter, as my attempts to obtain reimbursement for unforeseen expenses incurred during the extended stay have been impeded by the persistent phone line congestion experienced with Alaska Airlines.Enclosed herewith are two receipts detailing expenses accrued due to the prolonged hotel stay and transportation arrangements necessitated by the flight cancellation. It is worth noting that meal expenses were already included in the hotel accommodation.I am aware that others on the same trip have been successful in securing reimbursement for comparable expenses, and I am hopeful for a similar outcome. The flight cancellation attributed to issues with the airplane window/door plug malfunction underscores the unforeseeable nature of the circumstances.I kindly request your assistance in facilitating the reimbursement process with Alaska Airlines and am available to address any inquiries or provide further information as needed.Thank you for your attention to this matter.Sincerely,*********************************

      Business Response

      Date: 03/21/2024







      March 21, 2024


      Dear ***********,

      Thank you for your letter to the Better Business Bureau regarding your flight on January 1th that was canceled due to the grounding of the ****** MAX9.   By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.

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

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

      Sincerely,



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


      Reference#: *******

      Customer Answer

      Date: 03/21/2024

       
      Complaint: 21460216

      Here is my ticket number: 0272351341515

      Thank you for getting back to me. I appreciate your time and understanding 


      Sincerely,

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

      Business Response

      Date: 03/27/2024







      March 27, 2024


      Dear ***********,

      Thank you for sending your ticket information.

      My apologies that your flight was canceled due to the MAX9 grounding.  We are more than happy to reimburse the expense you paid for your hotel stay.  I have requested reimbursement from our ********************* and you should receive a check within 15 -20 business days.  Unfortunately, we are not able to reimburse the taxi ride to the airport.

      ***********, 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: 04/02/2024

       
      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:03/18/2024

      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 booked 4 airline tickets to fly from *** to ******. The flight was cancelled, however despite several emails to the booking website as well as Alaska Airline, I have neither received a refund or a flight credit for a future flight. I spent more than USD $2700 on the 4 tickets.The Alaska Airlines ticket numbers are:027-4714489326 / 027-4714489327 / 027-4714489328 / 027-4714489329

      Business Response

      Date: 03/30/2024







      March 30, 2024


      Dear *****,

      I appreciate that you took the time to contact the Better Business Bureau regarding your tickets 027 4714489326/327/328/329.  

      Our records indicate that these tickets were for travel on 4/5/2020.  Unfortunately, we are unable to refund tickets that we cannot confirm were not traveled on and, in addition, were non-refundable.

      As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

      Sincerely,



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


      Reference#: *******

      Customer Answer

      Date: 03/30/2024

       
      Complaint: 21450314

      I am rejecting this response because:

      THE TICKETS WERE NOT TRAVELLED AS ALASKA AIRLINES CANCELLED THE FLIGHT.

      They should check their own records and will find the truth. How can Alaska airlines keep on refusing to look into the problem which is of their own making and not refund their customer their hard earned money. 

      I have repeatedly requested flight credits as a compromise so please look into my problem seriously  


      Sincerely,

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

      Business Response

      Date: 04/11/2024







      April 11, 2024


      Dear *****,

      Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
      As you have been advised, due to the age of your tickets we are unable to verify whether or not they have been flown on.  Our database only holds tickets for 18 months.  If I am unable to verify they have not been flown on, I cannot offer either a credit or a refund.  I can assure you that I did, in fact, look into this for you.

      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: 04/11/2024

       
      Complaint: 21450314

      I am rejecting this response because: Punishing a customer because of an ********************** own inability to look at their own data is plainly wrong. 

      I have shared all the evidence of booked tickets and the price I paid for a flight that the airline cancelled and never refunded me. 

      What more proof would one need in court? Seriously, I have spent countless hours on the phone trying to find some answers on why Alaska Airlines has robbed me of my money and still shows no interest in either 

      a) issuing me a full refund

      b) issue a suitable credit for a future flight. 

      Saving over and over that you dont look at your own data over 18 months old is not an excuse to rob an innocent customer. 

      Sincerely,

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

    • Initial Complaint

      Date:03/16/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, Alaska Airlines has large safety issues and I am concerned about my welfare, even as a long-term customer. I spoke to customer ********************** on Saturday March 16, 2024 starting at 5:47pm ET for 22 minutes. I was transferred 3x. I asked for a full refund on a ticket due my growing concern about Alaska Airlines safety. To make matters worse, the supervisor I spoke to (4th person, 3rd department), LAUGHED IN MY FACE saying that the issue I shared that occurred on March 13, 2024 happened LAST YEAR. I had to inform her she was mistaken and cite the date, which made me believe she was unfit for her job and incompetent in her company dealings. I request a full refund on my flight as not only is Alaska customer ********************** despicable, especially a supervisor, you do not have passenger safety top of mind.

      Business Response

      Date: 03/19/2024







      March 19, 2024


      Dear ******,

      Thank you for sharing your concerns regarding your unused ticket. 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 been in contact with ***** from our CEO's office.  As ***** advised, we are unable to refund non-refundable tickets.  However, you can either receive a residual value certificate or leave the ticket open to travel prior to its expiration.  

      ********** 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: 03/22/2024

       
      Complaint: 21443750

      I am rejecting this response because ***** has been extremely rude, uncouth, and accusatory as if everything s my fault. She has not answered my questions, helped in any way, and has made the matter worse by providing a degrading and debilitating expertience. I would like to escalate further as Alaska is not providing a safe environment for its customers.

      Sincerely,

      ***********************
    • Initial Complaint

      Date:03/13/2024

      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.
      my flight was changed from *** to *** the new flight was only 20 minutes later than the original, but the airport is an hour away. i jumped in an uber immediately hoping to get my flight, which i did not, but the issue is not about that part. when i got to ************, a woman in front of me had her uber paid for directly, i am seeking the same outcome - but i paid out of pocket. i was told at the gate i would receive a refund, but needed to contact alaska directly and provided a form with contact information. i called today and the woman said that the change was due to circumstances outside of their control and i would not be refunded. but they also wanted to put me on a new flight back out of *** after i was already at the ***********. i ended up cancelling my flight on alaska and booking a different airline to get home.i am seeing a refund of the uber ride of ******

      Business Response

      Date: 03/24/2024



      March 18, 2024


      Dear ****,

      I appreciate that you took the time to contact the Better Business Bureau regarding your flight that was changed from *** to ***.  

      In reviewing your concerns, I saw that you had contacted our ************************ and the situation was resolved.  

      As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

      Sincerely,



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

    • Initial Complaint

      Date:03/13/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have contacted Alaska 3 times already and no response reference number ******* on ***** reference ******** ***** and ******* on ***** and heard nothing back its been more then 3 weeks on all 2 of them! You guys canceled my flight I had to pay ************* our bags are deyaled on your way back! Both flight we were delayed 3 hours! You guys failed to tell us we were the first flight with the aircraft with the plugs! We found out when we arrived to our gate with all the news reporters! When our flight was canceled I called *** me the customer ********************** lady was rude about it! My anxiety was out of the roof both times! I want my money back and reimbursed for the luggage and extra money parking! Horrible customer **********************

      Business Response

      Date: 03/18/2024







      March 18, 2024


      Dear *****,

      Thank you for sharing your concerns regarding your flight in January.  My apologies for the delay in responding.  As you can imagine, we have been inundated with concerns regarding the MAX9 grounding. 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. 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.

      Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent that we have failed. Our employees are committed to taking great care of passengers while looking out for customer comfort and safety. We understand this was a frustrating experience for you and offer our apologies. We assure you that we have shared your concerns so we can continue to improve and take better care of you next time.

      To make it up to you, we've included three Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.

      Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.

      ***********************, Discount Code ECSR200CDMGK492863, in the amount of $200

      *******************, Discount Code ECSR200CTMNK492864, in the amount of $200

      *************************, Discount Code ECSR200CPMPK492866, in the amount of $200

      *********************, Discount Code ECSR200CJMTK492867, in the amount of $200

      I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.

      Sincerely,



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


      Reference#: *******
    • Initial Complaint

      Date:03/12/2024

      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 3/1/24 I booked a roundtrip airline flight from *** to EWR. The two legs of the trip were going to be on 3/9 and 3/12. My confirmation code is: YGFBMH On 3/4 I found out that the reason I had to go out there for was postponed with no rescheduling date provided yet, so I called Alaska Airlines to cancel.After doing so they said I'd receive a cancellation e-mail within 7 business days. I purchased Allianz Global Assistance travel insurance for my trip and I intended on filing a claim since I believe my reason was covered.However, I never received the cancellation e-mail (which is supposed to be automatic).I called back on 3/11/24. ************* said they'd send me a cancellation e-mail this time but the system could take 1 business day to do so. After 1 business day I still haven't received it (and I've checked my spam folder).I need a cancellation e-mail to file a travel insurance claim. They're s******* me over by not providing it and if they're not going to send it they should provide the refund.

      Business Response

      Date: 03/23/2024







      March 23, 2024


      Dear ****,

      I appreciate that you took the time to contact the Better Business Bureau regarding confirmation of your canceled reservation.  My apologies for the delay in responding.

      We have processed your request for a cancellation receipt for the travel date(s) of 3/9/2024. You may expect to receive your new receipt via within 24 to 48 hours.

      As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

      Sincerely,



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


      Reference#: *******

      Customer Answer

      Date: 03/25/2024

       
      Complaint: 21423311

      I am rejecting this response because:

      Alaska Airlines didn't keep their word.

      In their response, they said, "We have processed your request for a cancellation receipt for the travel date(s) of 3/9/2024. You may expect to receive your new receipt via within 24 to 48 hours."

      However, I only received a resend of my, "Your Alaska Airlines credit certificate" email which I attached.

      When I cancelled the flight they promised to send me this credit AND a cancellation receipt. As I can't file an insurance claim with a credit certificate email, I need the cancellation receipt.

      If they're not going to send it then please refund me the difference of the original tickets and the credit. The difference between $531.20 and $298.17 comes to $233.03.

      Sincerely,

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

      Business Response

      Date: 04/08/2024







      April 8, 2024


      Dear ****,

      Thank you for your response to the Better Business Bureau regarding your receipt. Unfortunately, what we sent is all that we have to send.  If you need a letter to provide to the insurance company, I would be more than happy to do that for you.

      As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

      Sincerely,



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


      Reference#: *******

      Customer Answer

      Date: 04/08/2024

       
      Complaint: 21423311

      I am rejecting this response because:

      Yes, as mentioned before, I please need a letter to provide to the insurance company. Thanks!

      Sincerely,

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

      Business Response

      Date: 04/22/2024







      April 22, 2024


      Dear ****,

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

      This email is to certify that confirmation code YGFBMH for the below itinerary was canceled by the traveler on 3/4/2024.
      3/9/2024  Alaska Airlines flight 284 from *********** to ******
      3/12/2024 Alaska Airlines flight 287 from ****** to ***********
      Ticket number:  027 **********

      ****, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.

      Sincerely,



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


      Reference#: *******

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