Complaints

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

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  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

• 

  Alaska Airlines

  108 5000 Miller Rd Richmond, BC V7B 1K6

• 

  Alaska Airlines

  1423 Cannonball Trl Yorkville, IL 60560-4542

• 

  Virgin America

  555 Airport Blvd Burlingame, CA 94010-2000

• 

  Alaska Airlines Inc

  19318 Ventura Blvd Tarzana, CA 91356-3046

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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#: *******

• Initial Complaint

  Date:03/10/2024

  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.

  Hello, this is *********************. I was scheduled to travel with my toddler (*********************) on the same reservation (SPBKCW) for AS 307 flight. My husband, *********************, was on his own reservation (HBCTEI).Our flight, Alaska 307 original schedule was 6:26pm Sat 3/09/24 TPA departure to SEA arrival 9:55pm Sat 3/09/24. We received one notification at 7:37am via email/text that our flight was delayed to 8:50pm depart 3/09/24 & arrive 12:05am 3/10/24. Our flight was delayed again to 11:25pm depart 3/09/24 & arrive 3:40am 3/10/24. We would never voluntarily choose to fly a red-eye flight with our toddler, and both my husband and I suffer from severe back pain. I called to try to change our flight to Sunday 3/10/24 later in the day, but the agent said there were no seats on the non-stops to *******. I asked if Monday 3/11/24 nonstop flights to ******* had 3 seats for our family, but again no seats. Alaska could not provide any comparable alternatives to our nonstop flight to *******. Our flight was delayed again to 11:56pm depart 3/09/24 & arrive 4:19am 3/10/24. Finally, after another delay, Alaska 307 flight was able to depart TPA@ 12:02AM EST 3/10/24 (5h36m late) & arrive SEA 4:42AM PDT (5h47m late). After arriving at our destination 5hr47min late (more than 3hrs after scheduled arrival time), we should be eligible for the same reimbursement. rerouting, and rebooking structure as a denied boarding. Because Alaska was unable to provide any acceptable rerouting/rebooking when I called, I am requesting this reimbursement/compensation for our time and significant inconvenience. According to the *************************, the amount of denied boarding compensation for domestic transportation should be 400% of the one-way fare for over 2 hours arrival delay. ********************* half round-trip $472.10/2= $236.05x400%= $944.20. ********************* half round-trip $517.10/2= $258.55x400%= $1,034.20. ********************* half round-trip $517.10/2=$258.55x400%=$1,034.20. Total: $3012.60

  Business Response

  Date: 03/12/2024

  
  
  
  
  
  
  March 12, 2024
  
  
  Dear ******,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding your recent flight from ***** to ******* on March 9th. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight was delayed due to the late arrival of your incoming aircraft due to weather. 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.
  ******, you are not eligible involuntary denied boarding compensation.  That is only if we have oversold a flight and are unable to reaccommodate you.  Passengers whose flights are delayed are not entitled to that compensation.
  
  However, 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 ECSR150CGMQG522226, in the amount of $150
  
  *********************, Discount Code ECSR150CRMTG522227, in the amount of $150
  
  Chien-***************, Discount Code ECSR150CQMNG522228, in the amount of $150
  
  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#: *******

  Customer Answer

  Date: 03/14/2024

   
  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:03/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/7/24 at 6:55pm PST, Alaska left the oversized luggage cart going to ******* during the ** Open weekend. They said it would come next morning at 948am. The baggage lady that night said we can buy stuff in the bags and rent clubs, we confirmed the items and she said we would be fully reimbursed (this was to about 30 people whose luggage had not arrived). Next morning we called on the way to golf, another baggage lady confirmed same thing. **** arrived while we were out already, between 1130am and 2pm. Later that night, we called claims and the man confirmed again a full reimbursement for list of items (things needed to play golf).Alaska emailed almost a month later saying I'd get 1/4 of the reimbursement because I packed improperly. I called and a lady said she would resubmit for me since it was promised already. 2 days later they said the same thing in another email, and offered me $100 flight credit instead.I just want the ******* employees promised me that I spent because Alaska left our bags and we had reservations months ahead of time.

  Business Response

  Date: 03/18/2024

  March 15, 2024
  
  
  Dear *******,
  
  This is in response to your BBB Complaint #********.
  
  In review of your file, I am sorry to see that your golf bag was delayed to *******. As our guest, you have every right to expect your luggage to arrive on time and I apologize that was not the case for you. My records indicate that we were able to get your bag on the next available flight and deliver it to you the following day.
  
  I would also like to apologize for our previous communication in which we denied paying out your additional expenses while your golf bag was delayed. To make this right, I have processed the remainder of your reimbursement in the amount of $698.99 USD. This is in addition to the $246.85 USD already sent to you. Please follow the instructions in the email you'll receive titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days. Also, I have shared the details of your file with our Central Baggage Service Training Team to address our reimbursement policy and procedures. By doing so, I hope that we can improve upon our services and take better care of you and all our guests in the future.
  
  I was happy to see that you were given a Discount Code voucher in the amount of $100 for the delay and inconvenience you experienced. If you prefer to have this converted into Bonus Miles, please let me know and I can do this. 
  
  Lastly, we are committed to thoroughly reviewing each file to ensure it is evaluated fairly and objectively and, at times, responses can take up to 30 days. 
  
  I want to thank you for your loyalty to Alaska Airlines as a Mileage Plan member. We value your patronage, and our hope is that you will allow us to demonstrate the high level of service we are known for and that you deserve on a future flight.
  
  Sincerely,
  
  
  ****
  Alaska Airlines
  
  Reference#: 9670914
  Incident#: PHXAS25489109

  Customer Answer

  Date: 03/20/2024

   
  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. I was waiting until they sent me the email with the money transfer, which I just received today, until closing this complaint. Thank you, BBB, for being an advocate for people against big businesses taking advantage of their customers. It's sad that it had to go this far to resolve.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a multi-faceted issue that has been poorly handled by Alaska Airlines despite multiple attempts to get it resolved over the past 6 months.First, Alaska lost a bag that we checked on our flight from ******* to **********. The bag contained a car seat which was required for us to legally drive with our 4 year old son. After waiting over an hour at the baggage claim, we had to scramble to find a loaner car seat to use for immediate transportation. No help was offered by Alaska Airlines.For several weeks, Alaska drug out the process and led us to believe we would get our original carseat back. In the end, we had to buy a replacement which cost over $250. The reimbursement from Alaska was $100. My wife ******* expressed her dissatisfaction with this resolution, but Alaska did nothing to make it right.Further, on the same flight where the car seat was lost, there were four (4) bags that did not arrive at the baggage claim for more than 45 minutes after our flight landed. Alaska offers, and heavily advertises, a guarantee that all bags will be at the baggage claim within 20 minutes of the flight landing time. We reported the late bags, and Alaska offered a $25 discount code for each bag, totalling $100 for all 4 bags. Somehow, they made a mistake and issued the discount code under my wife's maiden name which she has not used since 2017. When she tried to use the discount code, she found out that it could not be used because it was issued to the wrong name, and Alaska Airlines website rejected the code. Prior to purchasing the flight that she wanted to use the discount code for, I called Alaska Airlines to try to get the issue resolved over the phone. There was over a 3 hour wait time on the phone, and I did not have enough wifi signal to remain on the line that long. We decided to purchase the flight and ask for the $100 credit to be applied retroaactively, but Alaska refused to do this for us.To resolve the issue, we request an immediate $250+ payment.

  Business Response

  Date: 03/18/2024

  March 15, 2024
  
  
  Dear **** and *******,
  
  This is in response to your BBB Complaint #********.
  
  Thank you for your correspondence with us. In an industry where customer ********************** is vital, we have always made every effort to provide exceptional service to our customers. We understand that careful and thorough handling of your baggage is a part of this commitment. You have every right to expect that your personal belongings will arrive at your final destination. I regret that we did not meet that expectation for you.
  
  In review of your file, I can see that several Alaska Airlines agents have previously responded to your and *******'s concerns. My letter will attempt to address each of them below, adding any additional information.
  
  I apologize that you did not receive your car seat back after your flight to **********. You were correctly advised on the Statement of Mishandling you submitted and emails to ******* dated September 2, 2023, September 27, 2023, and January 26, 2024 that without a receipt for your original purchase, as an exception, the maximum amount we are able to reimburse is $100.00 USD. Additionally, we typically wouldnt reimburse a replacement. However, after further review of your file and as a one-time exception, we would like to offer to reimburse you for your purchase of the replacement car seat that you mentioned in your email ($250.00 USD). I ask that you please send a copy of your new receipt. We will be able to provide you the difference between the new cost minus the $100.00 USD already paid to you on September 6, 2023. Unfortunately, the screen shot of the car seat you previously submitted to us does not show the final purchase was made. The new receipt must provide the merchants name, date of purchase, what was purchased, and the total.
  
  As a short explanation of our claims process, during the first 5 days after travel, our airports make every effort to return your checked item. After that, your file is transferred to our Central Baggage department where we send you a Statement of Mishandling so that a more detailed search can be conducted. Our records indicate that we sent you the Statement of Mishandling on August 4, 2023, which you returned 10 days later. From that point, we ask that you allow our team 4-6 weeks for investigating and processing your claim. Please know that we are committed to thoroughly reviewing each file to ensure it is evaluated fairly and objectively and, at times, responses can take up to 30 days.
  
  As for the Discount Code voucher that was previously sent to you, I apologize it was issued under *******'s maiden name and did not work. In researching this issue, it appears that ******* originally submitted the Statement of Mishandling using her maiden name. I can see that we have updated her last name and resent the code on January 27, 2024. Im sorry that we were not able to apply the voucher retroactively.
  
  As a further customer ********************** gesture for your overall experience, I would like to present an additional $200 Discount Code voucher. Please reference the codes below. Each code is good for one year beyond the original issue date. 
  
  *********************, Discount Code (eCert code) ECSR100CMMQH1420583, in the amount of $100 (issued January 27, 2024)
  
  *********************, Discount Code (eCert code) ECSR200CQMJL492398, in the amount of $200 (issued March 15, 2024)
  
  Lastly, I can see that our ************* Team responded to your experience of long hold times. Unfortunately, Alaskas call and email volumes were unprecedented due to the ***** *** grounding, additional irregular operations, and schedule changes among other things. We are consistently working towards finding solutions in these areas and avoiding delays in the future. I apologize you were affected by any of these.
  
  I want to thank you and your family for your loyalty to Alaska Airlines as a Mileage Plan members. We value your patronage and look forward to welcoming you onboard again soon.
  
  Sincerely,
  
  
  ****
  Alaska Airlines
  
  Reference#: 9105973
  Incident#: PITAS32797773

• Initial Complaint

  Date:02/23/2024

  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.

  Alaska advertised it's hotel partners booking webpage to us so we utilized it to earn miles as promised and tried to make a booking only to receive an error message. We called alaska and was told a technician would fix the issue and that it often happens on same day bookings. We never heard back from alaska and have not received our bonus points and the only reason why we stayed at this particular hotel was for the points. It ended up being quadruple the amount we wanted to spend and also was a nightmare in terms of our experience. Alaska needs to honor its advertisement and stop coercing people into using their partners so they can reap the benefits without rewarding their cardholders.

  Business Response

  Date: 03/04/2024

  
  
  
  
  
  
  March 4, 2024
  
  
  Dear ******,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding earning miles when booking a hotel through our website.  It's our goal to make sure every interaction you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  If you would be so kind as to provide me with additional information such as the name of the hotel, how long you stayed and the amount of miles you were to receive, I will look into this 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#: *******

  Business Response

  Date: 03/12/2024

  
  
  
  
  
  
  March 12, 2024
  
  
  Dear ******,
  
  Thank you for sending the additional information.  I have deposited ***** miles into your Mileage Plan account.  You should see them 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: 03/14/2024

   
  Complaint: 21339647
  
  I am rejecting this response because: 1000 miles is laughable and offensive to be *****. It's a fraction of what's currently being offered for a stay at this hotel (***** see attached screenshot). You also didn't offer additional miles for my the trouble of having to use BBB as a resource to even get into contact with you, and wasting my time hounding you for miles I rightfully earned. That also tells me you really didnt even look into the case. Please apply AT LEAST 10k miles. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/22/2024

  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.

  My name is ************* (I am an Elite member with member ID *********, and my Elite status is MVP).I am complaining regarding the recent cancellation of my flight with confirmation code MNXCDP. Unfortunately, my travel plans were significantly disrupted due to the cancellation, and I found myself stranded for three days as a result. During this unexpected delay, I incurred additional expenses for meals, baggage fees, toiletries, and clothing.Currently, the representative from Alaska Airline only agree to reimburse the expenses for meals and baggage fees. I am requesting for reimbursement for other reasonable costs. I was flying from my parents' home back to my home and I did not prepare anything for the additional stay midway. The purchases of toiletries and clothing are reasonable and Alaska airline should be responsible for that.

  Business Response

  Date: 02/23/2024

  
  
  
  
  
  
  February 23, 2024
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau regarding your flight that was set to depart on 1/7/2024.
  
  I was very sorry to hear that your flight was canceled due to a mechanical issue causing you to be rebooked 3 days later. Upon my review I see that our ************* Representative **** issued you a $500 Discount Code as compensation and a reimbursement in the amount of $209.33 for your food and Delta baggage, but declined the reimbursement of the following items list below:
  
  $123.31 ***************** 1/8
  $123.31 ******************* Surge Jogger 1/8
  $102.41 ******************* Half Zip 1/8
  $80.79 *************** *********** ******* 1/7
  $34.55 ******************** 1/8
  $55.34 Macy's ************ ********* 1/7
  $73.29 Target/Toiletries/Electric ****** 1/8
  $42.58 Target/Cleanser/Moisturizer 1/7
  $3.97 Target/Toothbrush 1/8
  
  Total $639.55 
  
  
  As **** previously advised, we would only cover items such as these (within reason) if we had lost your baggage and if so, you would need to contact our Central Baggage Service at *************. So, because you were adequately compensated and reimbursed, additional reimbursement cannot be offered. I am very sorry for any disappointment this may cause and I sincerely appreciate your understanding in this matter.
  Thank you and have a wonderful day.
  
  
  Sincerely,
  
  
  
  *****
  ************* Representative II
  
  
  Reference#: *******

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21333696
  
  I am rejecting this response because:

  As previously mentioned, I was traveling between two of my residences. I had not packed any necessities in my baggage as I did not anticipate for an extended stay en route. 
  
  However, due to the unexpected cancellation by Alaska Airlines, I found myself stranded for three days. Lacking essential items such as clothing, toiletries, and other necessities for a prolonged stay, particularly given the disparate climate in ********, the expenses accrued during this period were unavoidable. 
  
  Given that the prolonged delay was attributable to Alaska Airlines, it is reasonable to expect that the airline would cover these incurred costs.

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

• Initial Complaint

  Date:02/22/2024

  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 bought the airline ticket in December 4, 2023, 15 days before I intended to fly back east to visit family. The ticket I purchased, through Kayak, was an Alaska Airlines saver fare for $787.80, a round trip from the ************* to *************. Unfortunately, about 3 days before I was supposed to fly, I had a family emergency and I needed to stay in *************. When I contacted Alaska to try to get flight credit, I was told that the Saver fare was nonrefundable and was not eligible for any kind of flight credit.The dispute revolves around clear language for consumers around what a "Saver fare" is. They did say in a bullet, "this flight is Non-refundable, and Restrictive" -- but that did not alarm me, as I've purchased "restrictive/non-refundable" flights on other airlines and there have been times I needed to cancel or change my flight due to unexpected circumstances. I have always been able to use the purchase toward a future flight, sometimes paying a 'change fee' -- which is totally acceptable. Id like ******************** to clarify, and make it completely obvious: If you buy this (Saver fare), you will lose your money if you cant make the flight. So consumers know unequivocally what they are getting (or not getting) with a Saver fare. I spent $787 and got NOTHING in return due to a family emergency. I'd also like $787.80 in flight credit. There response is attached, and does not address the situation to protect consumers like me from understanding the purchase is not only non-refundable, but also not eligible for flight credit. thank you.

  Business Response

  Date: 02/23/2024

  
  
  
  
  
  
  February 23, 2024
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau regarding our Saver Fares.
  
  I understand that you purchased a Saver Fare ticket to go and visit your family but due to a family emergency you had to cancel your travel and stay in *************. I understand that you are now requesting a credit of $787.80 as you feel our terms and conditions for our saver fares when stating "this flight is Non-refundable" is not clear enough for our passengers. When booking travel on www.alaskaair.com and you select the Saver Fare option a box will automatically pop up advising you of the following:
  
  
  
  Fare rules
  
  Saver fares cannot choose seats. Seats will be assigned to you at the airport.
  Passengers are allowed one carry-on and one personal item. Overhead bin space is on a first-come, first-served basis. Elite Mileage Plan passengers keep elite boarding **************** members do not receive preferred seating benefits. Elite members are eligible for same-day upgrade benefits with Saver fares 2 hours prior to departure. On all fares including Saver, elites receive bonus miles, baggage allowances, check-in benefits, and priority boarding. All other Saver fare rules and restrictions apply to MVP members.
  Our 24-hour cancellation policy applies to all fares. When canceled, Saver fares 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. Otherwise Saver fares may not be changed or canceled.
  Saver fare guests earn miles at a rate of 30% of Main Cabin fares.
  Further on our website under Saver Fares we advise that no changes or refunds are allowed to Saver fares outside of our 24-hour 24-hour cancellation policy, except for tickets purchased on or after July 19, 2023. Saver fares are eligible for a 50% credit if cancelled at least 14 days before departure of the first flight on the ticket.
  No same-day standby or same-day confirmed changes are allowed on Saver fares, regardless of Mileage Plan elite status. I have provided a link if you would like more information on our Saver Fares. Saver fares on Alaska Airlines flights - Alaska Airlines
  So because we do advise you of all the rules and restrictions for our Saver Fares regrettably a refund and or credit cannot be offered. I am very sorry for any inconvenience this may cause and I sincerely appreciate your understanding in this matter.
  
  
  Thank you and have a wonderful day.
  
  Sincerely,
  
  
  
  *****
  Customer Care Representative II
  
  
  Reference#: *******

• Initial Complaint

  Date:02/20/2024

  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.

  On my flight from HNL to PAE (AS804, seat 30F reassigned at the gate and I was told I had the entire row) on Jan 30 2024, the flight attendant bumped into me with the cart when I was sitting in the aisle seat, and caused the hot black tea spilled all over me and ruined my favorite white pants. She didnt realize it at first, but the attendant at the rear of the cart saw what happened. Instead of checking whether Im okay, he just grabbed some tissue to me then walked away without saying anything. I was super shocked and speechless. When they returned, i complained and she apologized and asked me to write to Alaska airline for compensation. My pants is ruined even after vigorous cleaning, so was my entire flight. I bought my pants from ***** and its discontinued. A similar one costs $380 with tax. Also it was a mental damage as the male attendant at the rear side saw it, and could have checked in with me but he just walked away. it was hot tea and may cause burning aside from stains on my pants which might be removable if more prompt actions were done. I wrote to Alaska Airline customer care on the same day, and got confirmations saying Ill be contacted within ***** days. It has passed that time but no one replied. My complaint reference no is ******* and *******. The flight attendant bumped into me her name is *******************************.I booked my ticket from Trip.com because it was part of an international flight originated from *****, and the third party didnt type in my mileage number, but I have my flight ticket and everything for verification.Thank you for your help!

  Business Response

  Date: 02/23/2024

  February 23, 2024
  
  
  Dear ***,
  
  This is in response to your BBB Complaint Case #********.  
  
  Thank you for writing about your Alaska Airlines flight from ******** to ******* on January 30, 2024.  Please accept my sincere apology that the Flight Attendant spilled hot tea on your pants during your flight.  It was disheartening to read that the flight crew did not offer assistance or display concern for the incident. I am thankful you were not injured.  
  
  In reviewing your record, I found several duplicate cases for your reservation.  While I realize this does not make up for your experience, I was pleased to see that Discount Codes were sent as a customer ********************** gesture regarding the onboard spill.  For your convenience, I have copied the codes below for your reference.
  
  
  
  ***********, Discount Code *****************, in the amount of $25.00.
  
  
  
  
  ***********, Discount Code ECSR75CQMWL1130532, in the amount of $75.00.
  
  
  
  I can understand your disappointment that your favorite pants were damaged from the spill and the stain could not be removed, and am very sorry that your comfort during your flight was impacted.  If you were given an onboard damage report from the ************ please forward it to us in a reply to this email.  In addition, please submit photos of the damage to your pants along with a copy of your purchase receipt, in a reply to this email in JPEG or PDF format to proceed with our review of your claim.
  
  ***, I regret that we did not live up to providing you with the exceptional service we are known for during your flight.  It is my hope we will have the opportunity to welcome you onboard another flight soon, as I am confident we will demonstrate the award-winning service you deserve.
  
  Sincerely,
  
  
  ******
  Alaska Airlines
  
  Reference#: 9642216
  Incident#: PAEAS33514706

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21323285
  
  I am rejecting this response because further communication is needed. Alaska airline requires me sending the photo of damaged part and purchase receipt, but they haven't contacted me directly so I can only send them here through BBB. Thank you.

  As reply to Alaska:

  For the spill onboard, the crew member was not familiar with the compensation process, and upon looking through their system, she told me to write to Alaska for compensating my pants and Alaska will contact her to confirm the details. So she didn't give me the onboard damage report. She said she put some miles (4500 miles if I remember correctly) to my milegae account, but I have not received it. She gave me her name as reference: *******************************. I'm attaching the pictures of the damaged pants here, and since I bought it in 2021 and it's discontinued already, I'm not able to locate the receipt, but I'm attaching the price for the similar model from the same brand. The cost to buy a similar one is $381 with tax.

  Regarding the discount codes, since the case reference number included in your response belongs to my damaged-baggage claim (*******, incident#: PAEAS33514706), and doesn't match with my onboard spill claims (*******, *******). Would you please kindly confirm which claim the discount codes are for? I signed the Statement of Mishandling but have not received any response nor report from Alaska.

  Thank you very much!

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

  Customer Answer

  Date: 03/03/2024

  Hi ******,
  Thank you for your help on my case! I replied to Alaskas message on 23rd, with the pictures of the spill and damaged parts they requested (although I did put them along with my initial claim). I havent heard back from them. Would you please kindly take a look of the status? Thank you very much!

  Have a lovely weekend!

  Business Response

  Date: 03/20/2024

  March 20, 2024
  
  
  Dear ***,
  
  Thank you for your continued communication regarding your BBB Complaint Case #********.
  
  We understand that you rejected our response to your BBB Complaint since you request further communication from us. Thank you for informing us that you did not receive an onboard damage report from the *********** after the spill incident.
  
  Please accept my apology that you felt that you were unable to contact us directly but only through the BBB.  As stated in our letters dated February 23rd and 28th, you may contact us by replying to our emails and your response will upload directly into your file. I see that photos were submitted to the BBB, however we are unable to view the pictures in the format received.  As previously requested, please submit photos of the damage to your pants in a reply to our email in JPEG or PDF format to proceed with our review of your onboard spill.
  
  I am happy to provide further information regarding the Discount Codes and compensation sent to you. Our records show that since we were unable to find a Mileage Plan Account Number for you, ******************** bonus miles were converted into Discount Codes. Under Case ******* a Discount Code in the amount of $25.00 was sent on February 1st in apology for your Onboard Spill.  An additional Discount Code in the amount of $75.00 was sent on February 1st under Case ******* as a customer ********************** gesture for your Onboard Spill.
  
  
  We appreciate that you submitted the Statement of Mishandling Form for your damaged baggage Incident #PAEAS33514706. A review of your file shows that a $100.00 payout was sent to you in settlement of your claim on February 28th under this case #*******, which has been claimed by you.
  
  
  ***, we appreciate your patience and cooperation while we work to address your concerns.  I am very sorry that your experience did not live up to the high level of service that we are known for.  We look forward to hearing from you soon.
  
  Sincerely,
  
  
  ******
  Alaska Airlines
  
  Reference#: *******
  Incident#: PAEAS33514706

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21323285
  
  I am rejecting this response because: Alaska requires pictures of damages to process reimbursement. I have included those files in my response with BBB before, but they said they don't receive them. Also I have no direct way to reply to them. Please kindly forward the following message and attachments to Alaska, thank you very much!
  

  To ****** and Alaska Airlines:

  Thank you for getting back to me and clarifing on a few things! You mentioned I could submit the pictures of damages by replying to the letters sent by Alaska on Feb 23 and 28. However I have never received such emails/letters from Alaska regarding spillover. And I checked my spam folder as well. My email is ************************ I only have the 2 confirmation emails with the case numbers when I filed my claims on Jan 30, the sender is ******************************************************************. Other than that I have not received direct communication regarding the spillover from Alaska. I don't think those are the two letters you referred to. Anyways I replied to those 2 emails with the pictures in JPEG and a consolidated PDF. I'm attaching the pdf to this response as well. Thank you for your effort on my case!

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

  Business Response

  Date: 03/27/2024

  March 27, 2024
  
  
  Dear ***,
  
  Thank you for your response regarding your BBB Complaint Case #********.
  
  I am sorry for any confusion surrounding our emails and photos of the spill on your pants.   I have reviewed our records and found that the email sent on February 23rd was sent to the email address which was listed in your BBB Complaint, ********************* under case *******. Our February 28th letter sent to this email address was in regards to your baggage claim, not your onboard spill.  For your reference, I have copied the February 23rd email below. 
  
  We appreciate that you attached photos of your pants, however, we are unable to view your pictures in the format submitted.  I apologize that we must request that you resubmit the photos which are needed to proceed with your case.
  
  To ensure you receive our email to which you may directly reply with your pictures, I will be sending you an email to ***********************.  Please reply to the email without changing the subject line, with your photos attached in JPEG or PDF format.  By replying directly to our email, your response will attach to this file so we may promptly respond and acknowledge receipt.
  
  ***, thank you for your patience and cooperation while we review your case.  I look forward to hearing from you soon.
  
  Sincerely,
  
  
  ******
  Alaska Airlines
  
  Reference#: 9642216
  Incident#: PAEAS33514706
  
  
  February 23, 2024
  
  
  Dear ***,
  
  This is in response to your BBB Complaint Case #********.  
  
  Thank you for writing about your Alaska Airlines flight from ******** to ******* on January 30, 2024.  Please accept my sincere apology that the Flight Attendant spilled hot tea on your pants during your flight.  It was disheartening to read that the flight crew did not offer assistance or display concern for the incident.  I am thankful you were not injured.  
  
  In reviewing your record, I found several duplicate cases for your reservation.  While I realize this does not make up for your experience, I was pleased to see that Discount Codes were sent as a customer ********************** gesture regarding the onboard spill.  For your convenience, I have copied the codes below for your reference.
  
  
  
  ***********, Discount Code *****************, in the amount of $25.00.
  
  
  
  
  ***********, Discount Code ECSR75CQMWL1130532, in the amount of $75.00.
  
  
  
  I can understand your disappointment that your favorite pants were damaged from the spill and the stain could not be removed, and am very sorry that your comfort during your flight was impacted.  If you were given an onboard damage report from the ************ please forward it to us in a reply to this email.  In addition, please submit photos of the damage to your pants along with a copy of your purchase receipt, in a reply to this email in JPEG or PDF format to proceed with our review of your claim.
  
  ***, I regret that we did not live up to providing you with the exceptional service we are known for during your flight.  It is my hope we will have the opportunity to welcome you onboard another flight soon, as I am confident we will demonstrate the award-winning service you deserve.
  
  Sincerely,
  
  
  ******
  Alaska Airlines
  
  Reference#: 9642216
  Incident#: PAEAS33514706

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21323285
  
  I am rejecting this response because:further communication is needed. Thank you ****** for your assistence on this! Please forward the following part to Alaska.
  

  Hi ******,

  Thank you for your help on this matter. However I still have problem getting direct emails from Alaska (I checked both email addresses). So I thought it might be an dead end and I reached out to Alaska's online chat agent. He or she kindly re-sent me the email from Central.Baggage.********************************************** with the Reference#: *******. And I was finally able to receive the email from Alaska about this. I think that was the email you mentioned. I replied to that email with the pictures, with my email address as ************************ Since I have not received a confirmation (I understand the process takes time), I'm keeping the case open fow now. Thank you!

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

  Business Response

  Date: 04/22/2024

  
  April 20, 2024
  
  
  Dear ***,
  
  Thank you for your continued communication regarding your BBB Complaint Case # ********.
  
  I am very sorry that hot tea was spilled on you and ruined your pants during your flight. It is clear that this has been a frustrating experience for you, and I appreciate your patience and cooperation while we continue to review your concern. I can understand your disappointment that the Flight Attendants did not check on you to see if you were okay or assist you with the spill, and I apologize that you were not given the care you expected to receive. 
  
  We appreciate that you submitted photos of your pants and a screenshot of the price to replace your pants. I am pleased to advise you that we will make a one-time exception and have processed your payment in the amount of $100.00, which is the maximum reimbursement allowable without a receipt. 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. 
  
  As a gesture of apology for your experience, I am including a Discount Code for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.
  
  ***********, Discount Code ECSR125CFMQX447850, in the amount of $125.00.
  
  ***, I am very sorry that your flight experience did not meet your expectations. It is my sincere hope that you will fly with Alaska Airlines again in the future, so we may demonstrate the award-winning service that we are known for and that you deserve. 
  
  Sincerely,
  
  
  ******
  Alaska Airlines
  
  Reference#: 9642216
  Incident#: PAEAS33514706

  Customer Answer

  Date: 04/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you for your time and efforts on this, it helps a lot!!
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:02/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This morning while checking in for a flight tomorrow, 2/21, I looked for seat selection for a return flight for Saturday, 2/25. I was offered $14/seat (this is a reservation for two - including a minor) to move from our original seats in row 21. After entering all my card information and accepting the $28 charges for two seats in *****, I was then given an error message that it only allowed one seat for that amount of $14, and the other seat was now $24. I understand it's only a $10 increase, but it's the bait and switch methodology that is grossly unacceptable. The listed price for both seats was NOT what was assigned after payment. The offer via phone from customer ********************** is a refund of $14, and my original seats. This is not what was listed, or offered, and the cancellation of the second seat, and then charging more in unacceptable.

  Business Response

  Date: 02/21/2024

  
  
  
  
  
  
  February 21, 2024
  
  
  Dear *******,
  
  I appreciate that you took the time to contact the Better Business Bureau regarding your and ******'s seat assignments on your return trip February 24th.
  As our agent advised, until you actually purchase the upgrades, the price can change.  I do apologize but I can assure you this is standard for purchasing tickets/seats on airline websites as you have many trying to purchase at the same time.  However, as an exception, I have asked our *********************** to move you next to Declan for no fee.  You should be able to see that immediately when accessing your app.
  
  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: 02/26/2024

   
  Complaint: 21319941
  
  I am rejecting this response because I specifically asked for a better explanation on why the website allowed me to book TWO seats, enter card info, and "pay" for TWO seats, only to be rejected. Then, after calling customer ********************** TWICE resulting in over 15 minutes of my time to receive NO resolution, and the stress waiting for a response from the airline, I resorted to filing with the BBB. My original contact to Alaska Airlines Customer ********************** via the ********************** website Reference#: *******, still has not received a response. The anxiety alone in waiting for a timely response and the seat reassignment while attempting to travel for leisure and vacation with my child was grossly affected by the lack of response and the poor systems management of seat selections. 

  The seat that was provided after filing a complaint is insufficient, and I would like my baggage fees and the additional seat to be refunded. I am requesting a refund to the card used, in the amount of $89.00. 

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

  Business Response

  Date: 03/06/2024

  
  
  
  
  
  
  March 6, 2024
  
  
  Dear *******,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  We're sorry you feel our response is inadequate. Unfortunately, for your situation, we cannot offer compensation or refund your baggage fees.
  
  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#: *******