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

615 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:01/29/2024
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 had an international flight with Alaska Airlines and was reckless in handling my suitcase(Incident:PDXAS56853602). They damaged my baggage so badly and i have to deal with cracks. I had my camera and Shoes inside my camera bag, which was inside my suitcase. When I got my suitcase from baggage claim, my camera, shoes was damaged and my suitcase was broken and can no longer be used. Alaska is refusing to pay for the damage . The Cost for damage is $500 and I am seeking payment for this.
Business Response
Date: 02/03/2024
February 2, 2024

Dear *********,

This is in response to your BBB Complaint #********, I appreciate the opportunity to address your concerns.

Upon receiving your complaint I took the opportunity to review your claim to ensure it was being handled objectively. Upon conclusion of my review, I discovered that you had only filed a damage claim for your luggage and the shoes inside, for a total of $300 USD. I can also see that your claim has been denied due to failure to disclose a previous damage claim you had filed with Southwest on January 1st, 2022. In addition to this, we were not provided with any photos of the damage to the shoes or your luggage.

While I understand that this is not the outcome you were expecting, it is ultimately the passenger's responsibility to properly fill out and submit the required documents. For this reason, I am upholding the denial of your claim.

Please know that I have shared your experience with your damaged luggage with our Station Managers in ************* and ********. I firmly believe that by doing so we will be able to provide you with better service in the future.

I know this is not the travel experience you expected, and I sincerely apologize. I invite you to join us on a future flight as I am confident that we will provide you with the exceptional customer ********************** that you deserve.

Sincerely,

Catie
Central Baggage Services

Reference#: 9549461
Incident#: PDXAS56853602
Customer Answer
Date: 02/03/2024

Complaint: 21217300

I am rejecting this response because: I have attached the image of the damaged luggage in the form that they have provided and they have outrightly lying. Thankfully i have the completed form that i have filled and i have resposibily filled out the form. In addition to that their customer care when i was filling out the form told me that a customer care representative will contact me if they need any more proof during enquiry, but no one reached out and they directly jumped into conclusion . The only thing i did not fill out is the southwest claim that too is due to highly confusing form that they have provided to me. I did ask them to re-fill the form but they wantedly denied the claim. They are always looking for a reason to deny the claim. I cannot accept their response since they are giving the same reply to everyone these days without investigating properly. They are waitng for me to fill out their claim form wrongly and from there they wantedly reject the claim . As per their modus operandi, they would have repeated this kind of treatment to number of passengers affected. Hence I want a settlement from alaska airlines and i am not setttling anything for less
Sincerely,

*****************************************
Initial Complaint
Date:01/28/2024
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.
On July 5th, I traveled from,******** **** to ********* Alaska. Let me first say that I have always had a great experience with Alaska, I even have an Alaska **** of America Credit card, however my experience on this trip leaves something to be desired. For starters, my departing flight was late leaving by 2 hours, ********, that's not a huge deal, however were updated by the flight crew or gate agents when several people asked, we were simply told it was "delayed". It wasn't until I chatted with someone online with Alaska Air that I got a flight points big deal. The trip didn't get any better, agents were rude and disrespectful. On my return trip, I went to check in and was told that my reservation couldn't be found, then I was told I'd have to fly standby. While at the **** I couldn't find ANY Alaska AIR Staff at the gate areas, when I did find someone , I was told I'd have to leave and go back to ticketing, which mean I would have to go back through security, which I was afaird if I did that, id miss my flight. After chatting with someone online and calling and speaking to someone on the phone for over an 1 hour, my reservation was found. I have offered only points for my trouble. Again, after all of these inconveniences, some points aren't going to cut it. Especially, now with all of the bad public imagine of Alaska Air after the safety of flying is within question after a window flies off in mid flight. At this point, I deserve more than points. To restore my faith and trust in Alaska, I would need more than points.
Business Response
Date: 01/30/2024

January 30, 2024

Dear ****,

Thank you for sharing your concerns regarding your flight on July 5, 2023 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.
I am very sorry that your flight was delayed for two hours and then on your return your reservation could not be found. I was glad, however, that the agent you spoke to on the phone was able to find your reservation and you made your flight. Although I understand the inconvenience this has caused, I do not see how this has anything to do with the incident on flight **** on January 5, 2024.

My apologies, but the compensation you received and I will not be issuing any additional compensation.

****, 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: 01/30/2024

Complaint: 21212478

I am rejecting this response because getting a few frequently flyers points does not making up for my incoviences of delays, almost missed flight because of the airlines fault and charging me additional fees to get home, again due to the airlines mistake. You would think,Alaska would want positive publicity right now but I guess not. I guess I will be filing a complaint with the FAA.

Sincerely,

*******************
Customer Answer
Date: 01/30/2024
In addition to my original compliment, I was made to pay a fee for a flight change because the airlines couldn't find my original reservation and put me on a different segment going home. I shouldn't had to pay fee for the airlines mistake. I
Business Response
Date: 02/03/2024

February 3, 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 compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.

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

Sincerely,

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

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

Complaint: 21212478

I am rejecting this response because:of their error or mistake, I nearly missed my flight.
They couldn't find my reservations, I couldn't find anyone to speak to at the airport, I had to call and was on the phone for almost 2 hours, which nearly missed my flight. In addition, I had to pay additional fees.
Since Alaska doesn't admit their error and want to make it right, I will be filing a complaint with the FAA.
i do not recommend and won't recommend doing business with Alaska Airlines.

Sincerely,

*******************
Initial Complaint
Date:01/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a claim for my damaged luggage on Jan 18 which was one day after my flight. I submitted all of the paperwork as instructed and called to follow up and no one can give me an update. I need payment for my damaged luggage
Business Response
Date: 02/07/2024
February 7, 2024

Dear *****,

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

Thank you for writing about your baggage experience after your Alaska Airlines flight from ************* to ***** on January 17, 2024. This has been a frustrating experience for you and I appreciate the opportunity to address your concerns.

First of all, please accept my sincere apology that your luggage was damaged during your flight. As our passenger you had every right to expect that your baggage would be returned to you intact as you left it in our care, and I am sorry that we did not meet that expectation for you.

We appreciate that you submitted the Statement of Mishandling Form (SOM) along with photos of your bag. The notes in your file state that you called our office on January 21st for an update on your claim and were advised that your case was under review, with a 4 to 6 week processing timeframe. As our agent advised you during your conversation, since your bag was transferred onto your flight to your destination, we are unable to provide reimbursement for your baggage fees paid.

According to the remarks in your file, you claimed $130.00 on your SOM for your damaged bag, however we did not receive a receipt as required for any items valued at over $100.00. I was thankful to see that we made a one-time exception to provide full reimbursement for your claim in the amount of $130.00. A payout in the amount of $130.00 was sent to you on January 18th but has not yet been claimed by you. If you have not received the payout email, please respond to this email and we will resend it to you.

*****, I am sorry for any inconvenience caused by your baggage experience. As a gesture of apology, I am including a Discount Code for future travel on Alaska. Please reference the appropriate code below at the time of booking. Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Complete Discount Code rules and restrictions can be found online at alaskaair.com.

******************************, Discount Code ECSR50CKMPF1348314, in the amount of $50.00.

*****, thank you for reaching out to us. We value your business and apologize that we did not live up to your expectations on this trip. It is my hope we will have the opportunity to welcome you onboard another Alaska Airlines flight in the future, as I am confident we will demonstrate the remarkable service you deserve.

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

Reference#: 9592287
Incident#: PSCAS98300238
Initial Complaint
Date:01/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a flight through Alaska Airlines on 02/25/2023 from *** to ***, flight confirmation #KQWDTI for $350.11. Due to a work event I had to cancel this flight and fly elsewhere. When calling to cancel my flight I was told my ticket was not refund eligible, but that I would have a credit to use in the future on another international flight with Alaska. I originally purchased this flight through Chase so the **** ID for the credit was issued through them, **** ID: *********. A couple days ago I tried to book a flight from *** to *** with my Alaska credit and Alaska would not allow me to buy the ticket for flight AS **** departing April 12, **** because they weren't operating the flight. This was not disclosed to be at the time my credit was issued and it makes no sense that Alaska can benefit from selling this flight on their platform, yet I cannot use my credit because they do not "operate" the flight. If I can't use my credit they shouldn't be advertising this flight on their platform either. Advertising the flight on their platform is misleading to the consumer as it appears it is an Alaska flight. My credit will expire May 1, **** and they are not willing to extend it or allow me to buy the flight from *** to ***.
Business Response
Date: 01/26/2024

January 26, 2024

Dear *******,

I appreciate that you took the time to contact Alaska with regard to your unused ticket credit. Please contact our *********************** at ************** and they will be able to provide you with options for your unused credit.

In regards to our flight schedule, as I am sure you are aware, all of our ****** ***** ******** were grounded on January 6th and this has wreaked havoc on our schedule. The good news it that the *** has provided all airlines that fly the ***** the procedures/inspections they need to do in order to get it flying again and that just started today.

We appreciate your patience during this difficult time and hope to see you onboard a flight in the near future.

Sincerely,

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

Reference#: *******
Initial Complaint
Date:01/24/2024
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.
Our flight scheduled for 1/11/2024 with Alaska Airlines (booking reference IRXCLU) was canceled, leading Alaska to rebook ** on a Hawaiian Airlines flight (booking reference 4LFEM9) for the following day, 1/12/2024.Originally, I had opted for Main Cabin seats on the Alaska flight, paying a premium to ensure seat selection because our travel party includes five people: a two-year-old child, two non-English-speaking parents, and others, necessitating that we sit together for convenience and safety.For the rearranged flight, we incurred a cost of $121 to select seats. Upon reaching out to Alaska Airlines' customer ********************** for a refund of this additional charge after our trip, they declined my request.I believe this decision is unjust, as Alaska Airlines should cover the seat selection fees on the substituted flight to uphold the service level initially purchased.
Business Response
Date: 01/25/2024

January 25, 2024

Dear Hao,

Thank you for your email to the Better Business Bureau regarding your flight on 1/11/2024 that was canceled due to the grounding of the ****** ***** aircraft.

We apologize for any inconvenience that our flight cancelation caused for you. Thank you for providing your seat fee receipt(s) for review. We have submitted your request to our ********************* for a reimbursement in the amount of $121.00. An email confirmation will be sent to the email address of ******************** with additional details regarding how to claim the reimbursement directly to your debit card. Due to time restrictions this email may take up to 3-5 days to receive (depending on your browser settings we recommend that you also review your junk mail folder).

Sincerely,

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

Reference#: *******
Customer Answer
Date: 01/26/2024

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:01/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Alaska Airlines for a change of a ************ that answered said I couldnt get the whole money back but that I was going to get a credit of ****** so i thought it was weird that he ask for an account. I asked him if he could just put it in the card that was used n he said no. So I provided my daughter account and ended up getting money out. I call them at **************** asked them what it was that company for subscriptions of some sort. I asked to be refunded because I never authorized ********* have not given the money
Business Response
Date: 01/24/2024

January 24, 2024

Dear ******,

Thank you for sharing your concerns with the Better Business Bureau regarding the number you called that you thought was Alaska Airlines. My apologies, but the number you stated in your email is not Alaska Airlines and we have no record of charging you $88.72.

******, 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:01/22/2024
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.
I made four attempts to receive my refund and still no response.Airway bill #******** $******** I shipped out live seafood on december 12th from PSG AK. The reservation was made under an incorrect price category (by Alaska air cargo) - and I was overcharged for $******** which is visible on my statement as december 14th. To remedy the situation at the cargo office in PSG, I was charged the correct amount of $809.92 in addition to the ********, and was told the $******** charge would be refunded in 3-4 business days to resolve the issue.Attempts:1. 12th of December 2023, cargo desk in ********** **, location of shipment- desk called accounting to request a refund for ********. I was told 3-4 business days.2. 22nd of December 2023 I emailed the seafood desk ******************************************** They replied:Hello-I have forwarded your refund message to the refund department at ******************************* Or you can call our accounting department on Tuesday at ************ Regards,******* 3. 26th of Dec 2023 I emailed refunds department including all prior info asking for help.4. Jan 8th **** cargo desk in ********** ** In person: they called within accounting departments trying to help me get to someone. It did not appear anyone was working on my refund. I requested a confirmation email and someone begin the refund process.Its January 22nd and still no communication received.
Business Response
Date: 02/06/2024

February 6, 2024

Dear ****,

Thank you for your patience while we checked into this for you.

Our records indicate that a refund was processed on January 16, 2024.

****, it is my hope that your future interactions with us will reflect the high level of service you have come to expect when traveling with us whether shipping seafood or taking a flight. .

Sincerely,

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

Reference#: *******
Initial Complaint
Date:01/22/2024
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.
On Dec 29, I spoke with a representative from Alaska Airlines who stated that she would be able to cancel my departure flight to ****** on Jan 11, **** and keep my returning flight on Jan 15,**** as long as I called before my departure flight. She noted that only a representative would be able to make these changes without cancelling my entire flight. Due to the tragedy that occurred with the flight door opening mid flight with Alaska airlines; hold times were more than 7 hours. We finally got a hold of someone after being on hold for multiple hours. We were denied our original returning flights and were stuck in ******. I asked them to review the phone call and They also denied that. The representative cut me off numerous times, over spoke and he hung up on me. I am asking for a full refund of 598 processed since I had to book a last minute flight which cost 691, I had to book a hotel 134 and a rental car and gas for 125 due to the employees misinformation. 2. I would like to file an investigation on the employee who provided this misinformation which cost me an additional 1000$ in order to get home and on ***, supervisor out of ******* whom I spoke to on Jan 10 who rudely disregarded the entire situation, and was willing to waste money giving a partial refund instead of just keeping me on flight, in addition to hanging up in my face after I informed him I had been on hold for several hours. After reviewing all phone calls especially the phone call on Dec 29, 2023, I would like a full refund of ****** (no flight credit) and I would like additional flight credit to subside the extra cost (estimated at 1000$) that I accrued as negligence from your employee. On behalf of ******************************* and *************************** confirmation number: NPFKSA I ask for accommodation for both parties. I went to the airport in ****** to resolve the issue and there is no Alaska desk there. We had to go to a back room where the one employee said there was nothing she could do.
Business Response
Date: 01/23/2024

January 23, 2024

Dear ********,

Thank you for your email to the Better Business Bureau regarding your ticket to ****** on January 11th.

Our records indicate that you not only spoke with a couple of our representatives but also received a response from our ************* Department. I have included a copy of that response below. What our agent advised is correct and we are unable to refund your ticket nor provide an additional $1,000 to offset the price you had to pay when changing your ticket. Our representative did make an exception and issue you 50% of your saver fare tickets into a credit.

January 16, 2024

Dear Janetria,

Thank you for sharing your concerns regarding the reservation for travel starting January 11. 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.

Upon review of your reservation between *********** and ******, I confirm you could not change your flights per the Saver fare rules of your ticket. Ultimately, the purpose of rolling out Saver Fares is to attract cost-conscious flyers who would like to enjoy the Alaska experience, but not at the cost of our Main Fares. To make this lower price feasible from a business standpoint however, limitations have been placed on these fares that do not allow for changes and being unable to select seats during booking. All restrictions of this discounted fare are very clearly disclosed at multiple points across the booking process to ensure that there are no "surprises" for those opting for this deeply discounted fare.

I apologize for any confusion when first speaking with a Reservations agent on December 29, but they could not have offered to cancel your outbound flight and keep the return. This can only be done when changing the ticket, which is not allowed with the Saver fare. I must also advise that with your flight scheduled for January 11 and this conversation on December 29, you were within 14 days of travel, and were not eligible for any credit refund.

With the hundreds of flights canceled this past week, many more guests than usual have needed assistance, causing longer hold times. We apologize that you were disconnected multiple times when trying to reach us, and understand our guest's frustration with being unable to speak with an agent about their disrupted travel for longer than expected.

There are some notes from your conversations with our agents, but none stating an exception was offered to cancel your outbound flight and keep the return. Unfortunately at this time we are unable to review the calls as requested and can only go by the rules of your ticket and any notes input form our agents, who are trained to specifically notate any and everywhere if any exception is offered. With no such note, we could not keep your return flight intact.

We ask our agents to assist as much as possible and regret if you feel this was not your experience. I understand your frustration that your call with supervisor *** was ended, but advise that if the call does go on and on with the guest not accepting the only action we can provide, we must end the call. We cannot remain on a call for so long with no end in sight, as there are other guests who need our assistance as well. That said, I have shared your comments with the Reservations Supervisor team for further internal review and additional training.

As a customer ********************** gesture, I have submitted a request to issue 50% of your tickets as a credit. I must respectfully deny your request for a full refund and reimbursement of the other flights purchased and extension of your stay.

Janetria, 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.

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

Reference#: *******

Janetria, thank you for writing.

Sincerely,

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

Reference#: *******
Customer Answer
Date: 01/23/2024

Complaint: 21178746

I am rejecting this response because:
What I was requested from Alaska Airline in my complaint was not addressed. I would like the actual audio of the phone call listened to, Not the notes read. When you call Alaska Airlines, it states that this phone call is being recorded and monitored for quality of service and training purposes. The phone call recorded will indicate that the employee told me something different than what she put in her notes. I have talked to several representatives who continue to tell me What the notes say. I understand that she put something completely different in the notes than what she told me. I am requesting you formally listen to the audio of the conversation that was had on December 29, 2023. This will show you and prove that my complaint is valid.

Sincerely,

*******************************
Business Response
Date: 01/26/2024

January 26, 2024

Dear ********,

Thank you for your response. Unfortunately, although our phone calls are recorded, they are only kept for 30 days.

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: 01/26/2024

Complaint: 21178746

I am rejecting this response because:
it has not been 30 days since my phone call. I called on December 29 It has only been 28 days. This type of response shows the unethical and dishonest practices of the airlines.

Sincerely,

*******************************
Customer Answer
Date: 02/03/2024
This email proves that Alaska airlines representatives do not give accurate information. As you can see this response was Dated Jan 26, ****. They noted that there was no audio. However, it had not been 30 days since my initial call on December 29,2023. They tell you whatever, whether factual or not. I called Alaska on Jan 27,****. They noted they did have the audio but would not provide a transcript or any other information.
Initial Complaint
Date:01/21/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Alaska milleage number is #*********. I booked a return flight from *** to SEA on 01/20/2024. I returned a rental car in *** and arrived at *** terminal on time. However, after arriving SJC, I noticed that Alaska Airline postponed my flight by 1.5 hour and changed the departure airport from SJC to ***. I needed to return my rental car at SJC. Moreover, 1.5 hour is too short to taking Uber/Lift from SJC to *** because of traffic. Therefore, I asked Alaska staffs in SJC for help. Unfortunately, they couldn't do anything for me besides rebooking the ticket to tommorow flight at ***********. They couldn't even reimburse me the Uber fee and hotel fee for their overbook/cancel mistake.Because of their overbook/cancel mistake, it took me around $400 for ************* To be honest, it was the most aweful experience I have with any airlines. I was also very surprised that Alaska staffs were not willing to reimburse my cost because of their overbooking issues. I really encourage **************************** to investigate the overbooking issues for all airlines and make sure the airlines are responsible.
Business Response
Date: 01/23/2024

January 23, 2024

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

Thank you for your email to the Better Business Bureau regarding your flight from ************ to ******* on 1/20/2024. 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 and you were reaccommodated out of *************. An email regarding this change was sent to you on January 18th to the email address **********************. Unfortunately, because we did notify you within a reasonable timeframe, we are not able to reimburse you for your additional costs.

***************, 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: 01/23/2024

Complaint: 21176071

I am rejecting this response because: Changing the airport without giving enough buffer for transportation is totally unacceptable, especially for the customers who already rent a car in the original airport. The departure time between the original flight and the changed flight only has less than 1.5 hour, which is impossible for me to return the car in the original airport and take Uber/Lift in the new airport because of the traffic.

Sincerely,

*********************
Business Response
Date: 01/26/2024

January 26, 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.

Unfortunately, we are unable to provide you with compensation for the reasons stated in my previous email.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 01/26/2024

Complaint: 21176071

I am rejecting this response because:

To be honest, Alaska Airline didn't even meet customers' expectation, not to mention exceeding expectation. Changing the departure airport with unreasonable distance and time buffer but without transportable compensation is unacceptable. Why the customers need to pay for the faults, e.g. overbooking or cancellation, Alaska Airline makes?
I rent a car in SJC on 1/14. Alaska airline changed the departure airport on 1/18. How can I return the car in SJC but go to *** within 1.5 hr during high traffic time? Even if it's feasible, why I need to pay the transportation because of Alaska Airline's fault? I will send another complaint to DOT and ask them to regulate the unresponsible overbooking/cancellation from Alaska Airline.
Sincerely,

*********************
Customer Answer
Date: 01/26/2024
Hi BBB Great West + Pacific office,
Thanks for setting up the platform to help business and customers to negotiate. I wonder if I'm still not satisfied the solution the business provide, is there any action item I can do to escalate the issue? To be honest, I'm not able to accept that the airlines don't need to take any responsibility for their mistakes on overbookings and cancellations.
Best Regards,
***
Initial Complaint
Date:01/21/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/22/2023 I purchased airfare for flight AS **** to depart *** on 01/17/2024. That week there was an ice storm, and my flight was canceled. A gate agent rebooked me onto flight ****x for 01/18/2024 to SAN and then to my final destination STS. I arrived at the airport at 12:15 PM on 01/18 and was informed my new flight had been canceled. I had received no notification of it prior to my arrival to the airport. A ticket agent then rebooked my flight for **** to depart on 01/19/2024 for SNA and then to my final destination. I was offered no compensation for time lost, hotel, meals, or any other costs, with the agent citing weather cancellation. She also informed me that all Alaska flights were getting canceled and no other airlines had flights available for 01/18. She also told me she could not guarantee that this new flight would not be canceled again. I did not find this to be acceptable; I then asked a different agent 10 minutes later if all Alaska flights were canceled, to which she responded that it was only a few random ones. I then searched online and found a same-day flight for 01/17, Southwest Airlines 344 to the *******. I purchased airfare for the price of $329.98 and was able to fly out a full day earlier than I would have with Alaska Airlines. After booking this new flight with Southwest, I asked another Alaska agent at *** for a refund. He took my boarding pass for AS ****x, went to the computer behind his desk, and then walked back out to me and told me I would be receiving a refund for the airfare within 5 business days. He did not provide a receipt for this transaction, nor did I remember to ask for one amid the rush to get through airport security for my new flight with Southwest.Given the price difference between the original flight on Alaska Airlines and the one that ultimately got me home on Southwest, and all the other costs I incurred as a result of the flight cancellations, I would like for Alaska to provide a travel credit for $261.08.
Business Response
Date: 01/23/2024

January 23, 2024

Dear ****,

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

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 extreme weather in the ******** area. 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.

I have verified that a refund of $68.90 was processed back to the credit card ending in **** on January 22, 2024. You should be able to see it immediately. Unfortunately, we do not reimburse for expenses incurred when a flight is either delayed or canceled due to weather.
****, 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: 01/24/2024

Complaint: 21174997

I am rejecting this response because:
Other flights from other airlines were available and flying out of *** on 1/18/24, including the one that ultimately got me to my destination on Southwest.
A trip credit is warranted for this issue, at least a partial one for the price difference between the two airfares.
Sincerely,

***************************
Business Response
Date: 02/03/2024

February 3, 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, we are not able to reimburse you for the difference in fare when you chose to purchase a ticket on Southwest.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 02/05/2024

Complaint: 21174997

Hello, ****************. I understand that your proposed resolution has been for me to give Alaska Airlines another chance. I must inform you that I have already flown on Alaska one other time since the time I submitted this initial request for a flight credit. On 2/2/24 (AS **** from STS to ***, Confirmation Code NESETW), my flight was delayed by nearly 4 hours due to a mechanical issue. This experience did not, as you describe, "demonstrate the high level of service that we are known for and that you deserve." Since I have already *****ed Alaska an opportunity to show me a "high level of service" on a different flight, and doing so resulted in another major inconvenience due to the shortcomings in Alaska's services, I must now request a flight credit in the amount of $100 and a complimentary upgrade to Business Class on my return flight to STS on 2/9/24, Flight AS ****. If you can ***** me this request, I will consider this matter resolved.

Sincerely,

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

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