Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

616 total complaints in the last 3 years.
201 complaints closed in the last 12 months.

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

Initial Complaint
Date:02/19/2024
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.
1. 2023 We spoke with Alaska Air rep stating our son couldn't go to ****** with us due to passport issues.2. We had a companion ticket that we had purchased for him but the representative said we could hold on to that companion ticket for when we use it in 2024 to go somewhere in addition to another companion ticket I would get.3. ******* clearly stated that I could use my new companion ticket offer for 2024 when i purchase my brand new ticket and use my son's companion that we couldn't use, that Alaska Air has the credit in their system for, to add on as an additional compoanion WITHOUT having to purchase any new ticket. 4. So it was supposed to be ONE PURCHASED TICKET AT FULL PRICE, plus the new companion that comes with this for 2024 (new companion each year) PLUS my son's companion we had paid for.5. NOW the reps are saying the only we can use the companion ticket for my son is to buy a whole new full price ticket. This is not what we were told.
Business Response
Date: 02/19/2024

February 19, 2024

Dear ******,

Thank you for your email to the Better Business Bureau regarding your companion code. 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#: *******
Initial Complaint
Date:02/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife (***********) and I booked a hotel stay using ****** Alaska Air miles we had been saving for Dec ***** at Clarion *****************************************************************************************. The hotel stay was terrible. When we arrived, the hotel was under major construction and this *very important detail was not listed anywhere upon booking*. The amenities we had expected to use like the gym and pool were closed, which was also not advertised upon booking. But the worst part was we were awakened very early in the morning by an extremely high-pitched, shrill alarm that went off in our room and continued to go off multiple times that morning. I am a disabled veteran with diagnosed PTSD and tinnitus and this event caused me a lot of pain and distress. All of the hallway doors closed and the elevator stopped working. As we were on the 2nd floor, this caused me more distress and confusion as I tried to figure out how to get us out. When I managed to evacuate downstairs I was informed by the front desk that there was a gas leak, but no need to be alarmed or evacuate and that I could return to the room. Upon returning and trying to go back to sleep, the alarm went off several more times. We ended up packing and leaving early. I politely inquired about a comp stay but was flatly refused. They said the alarm was due to construction. I was instructed to reach out to whoever I booked through and have my points reimbursed for the awful experience.Had it been clear the hotel was under major construction I would not have booked it. ***** reached out to AK Airlines. They also attempted to get the hotel to refund and the hotel refused. While the hotel is clearly responding poorly I am doubly disappointed that rather than stand behind their customer, AK ********************** also refused to recompense my points or attempt to recompense me in any other way. Their awards partner's poor practices don't excuse theirs. They also took weeks to respond to her last correspondence as shown in the attached email exchange.
Business Response
Date: 02/17/2024

February 17, 2024

Dear ******,

Thank you for your email to the Better Business Bureau regarding the miles you redeemed for the ************* in ********.

At Alaska, we take pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. As a substantial part of our business involves the Mileage Plan program, we have a vested interest in seeing that you enjoy a pleasant and smooth interaction with our partners. On behalf of Alaska and the Mileage Plan, I regret the recent unpleasant experience you encountered when patronizing RocketMiles. As we choose our business partners carefully and are always interested in receiving feedback such as yours regarding your experiences with our partners, I have shared your comments with our Customer Loyalty and Marketing Programs Director.

As an exception, I have deposited ***** miles into *****'s account. Rocketmiles handles all of their customer ********************** issues. My hope is that they will take care of you in the way that they should.

Isaiah, 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: 02/17/2024

Complaint: 21299828

Adora,
Thank you for your response and your effort in depositing 2000 miles back into my spouse's account. That being said, a 10% refund is still pretty far off considering it took close to a year to save up the almost ****** miles we spent on the hotel. When you say Rocketmiles deals with their own customer ********************** and you hope that Rocketmiles will take care of us like they should, do you mean that you have already reached out to them on our behalf and I should expect them to reach out to me, or are you suggesting that I reach out and attempt resolution with Rocketmiles myself? If this is the case please respond and I will most likely satisfactorily close the BBB complaint against AK Airlines and will reach out to Rocketmiles instead since this is apparently in their wheelhouse more than AK Airlines'.

Very Respectfully,

***********************
Business Response
Date: 03/04/2024

March 4, 2024

Dear ******,

Thank you for your response. My apologies that I was not more clear in my correspondence to you. You will need to reach out to RocketMiles.

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:02/13/2024
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.
My family and I (wife and daughter) went on vacation to ******************* ****** on January 5 to the 9th ****. On our return flight, it was cancelled less than 24 hours prior to our departure and we were still at our resort. We could not get a hold of Alaska Airlines on the phone, online or via text chat. To keep our family safe, we decided to stay at our ************* the additional 2 nights extra since our flight home to ********* was not rescheduled until 1/11/24 by Alaska airlines. We incurred an expense of $1047 to stay at our hotel 2 additional nights until our Alaska airlines rescheduled flight. We booked a last minute shuttle to the airport for our departure on the 11th of January **** at a cost of $220. My wife and I had to use sick leave because we missed work and our daughter missing school and state testing during this time. I have attempted to call customer care at ******************** and sustained a 2 hour hold time just to get hung up on by their call center. I got through the call center and spoke with reservations (***, then **** via chat) only to be put on hold for an additional 2 more hours on 2/13/24. I am trying to get a hold of customer care since we are now getting charged interest for our hotel stay since it has been well over a month since our delayed flight. Passengers: *************************, *********************************, ********************* , I would like Alaska airlines customer care to call me to resolve this issue please. ************
Business Response
Date: 02/14/2024

February 14, 2024

Dear *****,

I appreciate that you took the time to contact the Better Business Bureau with regard to your flight from ********************* to ********* on January 9th.

In reviewing your concerns, I saw that ******** had reached out to our ************* Department. I have copied her response below:

February 14, 2024

Dear ********,

Thank you for sending your receipts. 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 due to . 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.

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 ECSR400CHMGY114300, in the amount of $400

*************************, Discount Code ECSR400CWMBY114301, in the amount of $400

*********************, Discount Code ECSR400CKMLY114302, in the amount of $400

In addition, I have requested reimbursement of your hotel and taxi expenses. You should be receiving a check in the amount of $1,266.13 within ***** business days.

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,

*****************************
************* Representative

Reference#: *******

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 02/14/2024

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. Thank you for your time.

Sincerely,

*************************
Initial Complaint
Date:02/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to voice my concern and displeasure with the flight I reserved with H33373335313335333*37H. My name is Zhiyun **** (#*********) and my family members are *********************** (#*********), ******************* (#*********), Jiashu **** (#*********), and ****** Chi (#*********). We purchased four tickets for our parents and ourselves from ************* (***) to ******** (***) on January 22, 2023, but it was cancelled two days before our departure. We were rebooked to another flight on January 23, 2023, but we were all separated to different flights. This was unacceptable and inconvenient for us, especially for my grandmother who is a two-time cancer survivor and needs assistance.We had to take an uber to *********** and ask the agents there to put us on the same flight. The agents were impolite and uncooperative at first, but they finally agreed to accommodate us after we explained our situation. However, they declined to give us any hotel or meal vouchers, saying that they would be emailed to us the next day. This was a false promise, as we never received any emails or vouchers from H33373335313335333*37H. We had to find our own accommodation and pay for our own meals, which was very expensive and stressful for us. We also lost our prepaid hotel in ********, which cost us more than $400, and missed our family time there.Before we booked this flight, we contacted H33373335313335333*37H customer ********************** and requested a change of flight that is not using a ****** 737 MAX * aircraft, which has been involved in the recent accident. However, we received no response or confirmation from you, despite our repeated calls and emails. This is unacceptable and unprofessional, as it shows a lack of care and respect for your customers' safety and well-being.We are very unhappy with H33373335313335333*37H. We demand an apology, a full refund, and compensation for the trouble and the expenses we incurred. We hope that H33373335313335333*37H will take this matter seriously and resolve it as soon as possible.
Business Response
Date: 02/10/2024

February 10, 2024

Dear Zhiyun,

Thank you for your email to the BBB regarding your flight from ************* to *** on January 22, 2024. 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 canceled due to the MAX9 issue. We understand the impact the grounding of the MAX9 aircraft had on all of our guests.

In reviewing all of your reservations, ****** and Huiqing were reaccommodated to fly out of ************* the very next day and so was ******, who I assume, is your grandmother. Although I understand that it is preferred to all fly together as a family, we were able to get most of you out of ************* the next day. Therefore, I am unable to reimburse you for the expenses you incurred when you chose to drive to ************.

Zhiyun, 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: 02/10/2024

Complaint: 21268819

I am rejecting this response because:
No reimbursement is provided. No resolutions has been provided. We will forward this case to FAA for resolution.

Sincerely,

Zhiyun ****
Initial Complaint
Date:02/06/2024
Type:Product Issues
Status:
UnansweredMore 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 01/04/2024 I flew on Alaska Airlines from ************* to ******. I checked 2 bags at the ticket counter in ***. I paid $70 to check the bags when I checked in online and handed the bags to the agent at the ticket counter who weighed them and put them behind the counter.When I arrived in ****** one of the bags that I had packed my laptop computer and cord in came off the carousel missing the name tag with my address. When I unpacked the bag after arriving at my destination the laptop computer and cord was missing. The suitcase was in my possession from the time I removed it from the carousel until the day I unpacked it and found that the computer and cord were missing. I called alaska baggage department and was told to fill out a form re: the lost item which I did. 8 days after I submitted the form online I received an email from ******* Central Baggage Service Reference#: ******* Incident#: BOSAS70242505 with this response:"Because of the journey a bag takes, Alaskas liability excludes items contained within a customers checked luggage under most circumstances. We have considered your claim and we will be unable to proceed with reimbursement under our current liability policies. Additional information about domestic baggage liability exclusions can be found in our Contract of Carriage on alaskaair.com.? "If Alaska airline is not responsible for what happens to your luggage after you check it with them who is?!
Initial Complaint
Date:02/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an international flight from Emirates Airline (Partner of Alaska Airlines). The Alaska Airlines flight confirmation # is IDEJCO. The carrier agreement with Emirates advised Im allowed two checked bags per passenger and 1 checked bag for a lap infant. When I checked in for the first leg of my flight with Alaska they didnt honor the infant bag and charged me $225. When I arrived at Emirates check in counter they told me I was improperly charged by Alaska and I should get a refund
Business Response
Date: 02/03/2024

February 3, 2024

Dear Rasel,

Thank you for your email to the Better Business Bureau regarding your recent flight from ******* to ************* with a connecting flight on Emirates. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

My apologies that you were charged for the infant baggage erroneously. I have submitted a request to our ********************* for reimbursement. You should see a credit within 7 business days.

Rasel, 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:02/02/2024
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.
Alaska flight was delayed, we were put on a flight arriving 5 hours later to different airport (*** instead of ***- were given $250 certificate that expired in a year - we are not frequent travellers). We were told by Alaska employee at airport to take taxi between airports (*** and ***) and Alaska air will pay for it (we took UBER since it was cheaper). Instead of paying for our submitted receipt, they gave us a $100 certificate that expired in a year. We were mislead, if we know that we will get certificate instead of money, we would not spend $100 on Uber, but would use public transportation.I called to ask our certificate to be extended since it expired a year ago (at least the $100- that should have been cash instead of certificate) ), since finally we would fly Alaska air again. We were told that they will not extend the $100 certificate (we understand the $250), but we were mislead about the $100 Uber by Alaska employee.
Business Response
Date: 02/03/2024

February 3, 2024

Dear Palma,

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

As an exception, we've included a replacement Discount Code 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 ECSR100CGMDW1423472, in the amount of $100

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: 02/03/2024

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:02/02/2024
Type:Billing 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 want to report an issue with Alaska Airlines. I purchased miles on the Alaska Airlines promotion using my credit card and was charged the full amount, but the points were not posted to my account. I find it hard to believe that in ****, the company does not have the option to credit the points to a customer account automatically. This is unacceptable. The points should be posted to the customer account immediately after purchase. I did not receive the points I paid for, which is $961.64, and when I tried to contact support, they said it was not their problem because a third party handled it. I am disappointed in this experience and surprised that the airlines could not *********** IT people.
Business Response
Date: 02/03/2024

February 3, 2024

Dear ***,

Thank you for your email to the Better Business Bureau regarding purchasing miles for your Alaska Airlines Mileage Plan account. It is our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

At Alaska, we take pride in our award-winning frequent flyer program and greatly value our loyal Mileage Plan members. As a substantial part of our business involves the Mileage Plan program, we have a vested interest in seeing that you enjoy a pleasant and smooth interaction with our partners. On behalf of Alaska and the Mileage Plan, I regret the recent unpleasant experience you encountered when purchasing points through Points.Com. My apologies you were not aware that the miles are not posted immediately. This is clearly stated on the website when purchasing the points. Unfortunately, purchased miles are non-refundable.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 02/03/2024

Complaint: 21236997

I am rejecting this response because:
The airline's response was unacceptable. I did not ask for refund at all. Once again, the airlines treated customers like idiots.

*******************
Initial Complaint
Date:02/01/2024
Type:Customer Service 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.
Flight 38, Feb 1, 2024, ***-***. The flight was not full. They asked few passengers to move to the back. I thought it was ok for me also. I moved to the seat next to the emergency door.Later, a male attendant asked if it was my seat. I said no. He asked me to move to my seat. I asked him if I can stay there. He said no. After that, I got up and moved to my seat. During that time, I had my headset on and was speaking with my wife on the phone. She was complaining to me about my kids coach. I said to my wife dont worry, he (coach) is a jackass. The attendant thought I was talking to him. He yelled, hey, what did you say?. I said I am speaking on the phone with my wife. Thats it. Nothing else happened.After I moved to my seat, a supervisor came and asked me to come outside. I asked him if everything is ok. He said he will explain later. I was surprised and complied.As I was walking, the attendant stood by the exit, and said, bye. I asked him, ***, did I say anything bad to you? The 2nd attendant joined and together yelled, get out of the plane, we need to leave. They were loud, created embarrassing scene in public. I stepped out. The supervisor who escorted me witnessed that situation.After we got to the gate, I told the supervisor that I forgot my headset. He went inside and brought it back.I explained to him and his manager. They told me that the situation could have been handled differently by the attendants. By that time, the plane had already departed.Supervisor gave 2 options: rebook for the next day or refund. Both options did not work, as I had an event the next morning in NY. Since Alaska did not have other flights, I booked a one-way with Jetblue. For return, I kept my original Alaska ticket.They deplaned me, although I complied. I explained that I was speaking with my wife. I was impacted.I paid $498 to book a different flight. I request you to reimburse the cost due to lack of judgment and professionalism by flight attendants.
Business Response
Date: 02/03/2024

February 3, 2024

Dear *******,

Thank you for sharing your concerns regarding your flight from ************* to *** on February 1st. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent that we have failed. You should expect nothing less than being treated with the utmost respect, compassion and care. In reading your email and the report from the station supervisor, I do believe this could have been handled better. However, you do need to ensure you can hear any orders the crew gives. Although I am unable to reimburse you for the new ticket purchased, I have requested a refund of the ***-*** portion of your original ticket. You should see a credit with 7 business days.

Jurabek, 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: 02/07/2024

Complaint: 21235676

I am rejecting this response because:
It is not clear the amount that they are going to refund and in what form will I receive the refund?

Sincerely,

********************
Business Response
Date: 03/04/2024

March 4, 2024

Dear *******,

Thank you for your response to the Better Business Bureau regarding the credit you were to receive. My apologies, but the refund goes back to the original form of payment. You should have received it by now.

Sincerely,

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

Reference#: *******
Initial Complaint
Date:02/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Dec 31, 2022 flight # **** my husband *********************** and I were on our way home from ******. We were seated in double exit raw seat 30F &31F. The guy that was suppose to be sitting in the window seat let my husband sit there. At any rate during our flight there was water that was leaking out from the emergency exit door and down the window. I thought that was odd and had never seen that before. I wanted to report it but my husband talked me out of it reassuring me we were fine. We arent just referring to one drip of water but several to where it was making his leg wet. Made me extremely nervous. I was going to tell the stewardess so someone could check out the issue but I forgot on my way off the plane. The very next day the incident happened with the same type of airline but way worse. Im reporting the problem as well as the anxiety that occurred during mid flight making me believe something was tragically wrong with this plane. Turns out there was because all 737 *** were grounded the next day.
Business Response
Date: 02/03/2024

February 3, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your flight on December 31,2022 from *************** to *************. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

In reviewing your reservation, you and you husband were in an exit row in seats 17E and 17F, not 30F and 31F. The incident you referred to in your letter regarding the door plug happened on January 5, 2023. The door plug is located in row 26. The condensation you saw is normal and no cause for concern.

It is important to us that you know passenger safety is always our highest priority and we work to provide a safe environment for every aspect of your travel. We apologize for your experience and appreciate your feedback. We take great pride in working to deliver exceptional service and are eager to correct errors and address issues when they are called to our attention.
In your email you entered a disputed amount of $850.00. Unfortunately, we will not be reimbursing you for your travel as you did fly.

*****, 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: 02/03/2024

Complaint: 21230381

I am rejecting this response because: I use to fly weekly for business so this isnt the he first time I have flown. I have seen condensation on planes before but there was far more water coming out from the emergency evacuation door than normal. Normally you see condensation on the windows in between the windows and maybe a little bit on the inside of the window but not leaking out of the emergency door seal on to the guests leg. There was enough water leaking out to make his leg wet and you could see it running down the wall. At the very least there was something wrong with the seal on the emergency door for it to be leaking water into the plane like that. Which would lead me to believe that if thats not being checked then what else has fallen through the cracks? This is rather concerning since we were just in that very same plane that had issues. The safety standards needs to be addressed immediately. I have already contacted a lawyer regrading this issue. Please advise. Before this lawsuit even happened I had put a call into Alaska to inform someone about what had happened. I just wished I had said something at the time of exiting the plane or during.

Sincerely,

*********************;

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