Complaints

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

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  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

• 

  Alaska Airlines

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

• 

  Alaska Airlines

  5175 Airport Industrial Rd Fairbanks, AK 99709-4466

• 

  Alaska Airlines

  7250 S Tucson Blvd Tucson, AZ 85756-6949

• 

  Alaska Airlines Inc

  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: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,
  
  ***************************

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our flight was *** to ***. They delayed **, saying we were grounded due to *** having icy runways. 15 minutes later, they boarded **. Mid-flight they said that due to the icy runways, we were being diverted to *******. Once in *******, we were told to de-board but we were not given information on where our luggage would be, just to go to C10. The line was several hundred people long with Alaska travelers. At 1:57pm I received a notification that Alaska would be rebooting us. 5 minutes later, I received an email saying my flight was canceled, Alaska would not be assisting with rebooking and to find my own way home. Still no luggage information given. Had to rent a vehicle to drive home to *** at $197 + gas. What was supposed to be a 2.5 hour flight, turned into a 14 hour excursion. We arrive at *** at 6:30am and I didn't pull into my driveway till 10pm. Alaska will not respond to requests for filing a complaint or reimbursement of ticket and car rental. I also purchased travel insurance which provided zero assistance or reached out to me for assistance. I have filed a complaint with *** and attempted multiple times to file complaint with Alaska.

  Business Response

  Date: 01/22/2024

  
  
  
  
  
  
  January 22, 2024
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your flight from *********** to ******** on January 17.  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 diverted to ******* 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.  Unfortunately, we are unable to offer any compensation or reimbursement due to the circumstances.
  
  ******, 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: 01/22/2024

   
  Complaint: 21166423
  
  I am rejecting this response because: while it is Alaska's responsibility to keep their customers safe, it's also their responsibility to ensure they are not stranded. I did not agree to be diverted to WA and then told by Alaska that I needed to find my own way home. At the very least, Alaska needs to refund me rental and gas as it's not okay ********* paying customers in a state they did not attend to be in, hundreds of miles from home and told to "figure it out." I am requesting FULL reimbursement of (at the very least) my rental car and gas for the rental.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/24/2024

  
  
  
  
  
  
  January 24, 2024
  
  
  Dear ******,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  I am very sorry for your experience, but as I advised in my previous email, your flight was diverted due to extreme weather conditions.  We are unable to provide any reimbursement for expenses in curred.
  
  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: 01/24/2024

   
  Complaint: 21166423
  
  I am rejecting this response because: this is absolutely not okay. You stranded me in a state I had no intention of being in and offered zero help. You canceled my flight and sent an email stating to find our own way home. At the very least, Alaska could have offered us another flight the next day and hotel accommodations or assistance finding our way home. I understand weather is out of your control but what IS in your control is taking care of your customers and not dumping them in a state and telling them to "figure it out". I am demanding a refund for my travel because you left me in what could have been an unsafe environment, in a place and state I didnt know anyone in and told me to "find my own way." How dare Alaska think it's okay to do this. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/18/2024

  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.

  The Alaska Flight Pass is not a fair product. There are upcharges for most flights. This makes it very expensive to book. I purchased it to book regular ***-*** flights but only was able to use it three times at inconvenient times (e.g. afternoons during the week), having to pay a fee each time, after which it just became worth it to stop using it and book on other airlines or directly with alaska.com. Moreover, the website is very poorly designed and isn't integrated with the main Alaska trip management system. Every time I needed to cancel or rebook a flight, I had to call their customer support, only to find out that there are a lot of complicated rules associated with doing this. It is as if they intentionally made it very very difficult to rebook or cancel a flight.Customer support would not let me cancel my subscription despite of the above issues. I am seeking a billing adjustment of $245 for 5 months' worth of unused flight passes ($49/month). I currently owe 3 months' worth of payments and will owe a 4th month's worth of payments on 2/1/24, before my one year is up. In exchange, I will not join any class action lawsuits for this product.

  Business Response

  Date: 01/23/2024

  
  
  
  
  
  
  January 23, 2024
  
  
  Dear *********,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding FlightPass. 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 understand your concern about not being able to cancel our Flight Pass subscription.  Flight Pass is a 12-month commitment with cancellation only occurring at the end of the 12-month period.  There are limitations with what can be done prior to the end of the 12 months.  I can offer you a Discount in the value of your monthly fee for credit if that is acceptable.  Please advise.
  
  *********, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 01/31/2024

  I would like to receive a discount in the amount of $245, which is equal to the amount charged for the 5 months during which I was unable to use the plan. It was unclear to me how to contact *********************** directly. Can you please put us in touch?

  Business Response

  Date: 02/15/2024

  
  
  
  
  
  
  February 15, 2024
  
  
  Dear *********,
  
  Thank you for your response to the Better Business Bureau regarding a Discount Code for the 5 months you were unable to use FlightPass.  I have included it below.
  
  Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Discount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed fares. Complete Discount Code rules and restrictions can be found online at alaskaair.com.
  
  *******************************, Discount Code ECSR250CTMLC399916, in the amount of $250
  
  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: 02/22/2024

  I am happy with this resolution. Thank you for your help.

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 01.17.24 Cost: $1729.00 in lost pay $2242.96 (refunded) + my dad's flight + the cost for 2 hotel rooms for 4 nights + and 1 rental car. for 5 days. Yesterday, 01.17.24 we boarded the flight and sat on the plane for 3 hours while they said they were de-icing it. They kept making announcements saying we were next but it never happened.The way Alaska handled the situation was AWFUL. By the time we got de-iced they said we can fly because now the pilots would be over on their hours. They asked us to get off the flight, said they'd get other pilots and give us vouchers for food while we wait. Within 2 minutes of walking off the plane we were notified o our apps the flight has been cancelled. Had they NOT had us board the plane and wait 3 hours (kept the pilots OFF the plane until it was de-iced) this would not have been a problem. They should have delayed the flight OR they could have had other pilots fly the plane hours later when they were able to get some to ********. Instead, they cancelled our entire trip. We were going there for personal reasons (have a very bad situation in life that I was getting the kids away from) and work. My dad lost the cost of 2 hotel room reservations plus a rental car for 5 days. We lost work pay (roughly $1728.00 + in lost ******** for the time it took to travel to the airport and wait) because we could have been working instead of sitting on a plane they never had plans on flying. On top of that our whole trip was cancelled that we've been looking forward to for months which had terrible effects on my mentally unstable son.. I want 5 ticket vouchers to fly anywhere Alaska flies, 2 hotel rooms for 5 nights and 2 rental cars. We have been flying exclusively for decades of flying Alaska or we will start using other airlines for our travel, forever. They said it was due to weather, but that is not true. Other airlines were taking off. It was due to Alaska handling a situation poorly and not being prepared. Please make this right.

  Business Response

  Date: 01/18/2024

  
  
  
  
  
  
  January 18, 2024
  
  
  Dear ********,
  
  Thank you for your email to the Better Business Bureau. 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 the names of all travelers, confirmation code and/or ticket number and flight information. 
  
  As always, thank you for flying with us. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 01/18/2024

  Hello,

  The names on our reservation #DZBLKA were: ********************************* *************, ************************ *************, *************************** *************. I also made a separate reservation for ******************* (who should have been linked to our) #LKIJSP ticket # 0272353126792. Finally, we were traveling with my Dad, *********************** don't have his conf # on me but I can get it. Or you can look it up by his phone number (I'm assuming since he's VIP) ************, although please do not call him as that is his business phone.

  You have no idea what went into getting this trip planned. This involved a legal matter with my children's custody lawyer, a parenting consultant, attorney fees, court dates etc. This was NOT due to weather, this was due to the way Alaska handled the situation. If the flight crew knew they were getting close to their hours they never should have boarded the plane until the plane was de-iced and ready to go. Not to mention the fact that there should be stand by crew ready to go in a time like this. If we (and all the other hinderers of travelers on the flight that sat in the plane for 3 hours) were able to get there, other crew could have too. While we sat on the flight for 3 hours they continued to lie to us, then eventually told us to get off the plane (and that we'd get vouchers) while they got a crew. Before we even walked off the plane my Alaska app notified me the flight was cancelled. 

  We've been flying Alaska exclusively our whole lives (you can see my dad's travel history as he travels for work. My husband and brother, and both uncles also travel for work and use Alaska as well. You can look up my brothers flight history by looking up his name ********************, phone # ************. My husband works for Thermofisher Scientific and they work through Concord to book their travel. If Alaska doesn't make this right in a really big way we will be talking to everyone, including at all of our employers and advising them never to book through Alaska again.

  This was a terrible experience all around. In attorney fee's (and parenting coordinator fees) I easily spent over $6000.00 to be able to get this trip booked. Not to mention the fact that we booked a separate room and upgraded the vehicle and lost lost the charges for those because they were same day cancelations. The woman at the front desk was doing her best but her best offer was to fly 3 of us to Vegas, then *******, then ******** with no hotel room which was unacceptable.

  The last 3 fights  have all be terrible situations. You can look up our ******* trip in August just to see an example of how that went.

  I really, really hope that Alaska goes ABOVE and beyond to make this right for us. We are out THOUSANDS of dollars and on top of that have emotionally damaged my children with this experience. My daughters Christmas present was to have her friend take her first trip EVER (*****) and this happened.

  Please let me know if you have any other questions or need any more details. I know you are just doing your job, and I don't mean to seem like I'm taking this out on you in any way. 

  Thanks,

  ********

  Business Response

  Date: 01/24/2024

  
  
  
  
  
  
  January 24, 2024
  
  
  Dear ********,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  Unfortunately, as I advised in my previous email, we are unable to offer any compensation.  I do appreciate your kind comment about not taking it out on me, I know you're not, but I appreciate the comment regardless.
  
  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#: *******

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi am seeking compensation for loss money that was a direct result of Alaska Airlines canceling my January 9th flight. We were supposed to fly out and return home on Tuesday, January 9th. On Monday night, Alaska Airlines canceled our flight and rebooked us on a flight that would not have us return until Thursday, January 11th!Since this obviously was not acceptable, we had to book another, more expensive Delta Flight which landed ** in ********** at 11:25pm rather than *** at 6pm. We then had to take an expensive Uber from ********** back home. The $260 amount is the difference between price for the rescheduled flight and Uber. Even if we had not taken a different flight, Alaska Airlines would have required us to book two additional night hotel stay, which could have been even more expensive. We are requesting that Alaska Airlines either compensate us in Cash or give us Airline Credit that is compensatory to the issue we faced.

  Customer Answer

  Date: 01/18/2024

  Below is my flight information: 

   

  Confirmation
  JVRJPN (Alaska Airlines)
  JVRJPN (Alaska Airlines)
  Booking ID
  ******
  Ticket #
  0278024851504 (**************************************************)
  0278024851503 (*********************** ***************************)

   

  Return ***, Jan 9
  Alaska Airlines 1395
  San *** del Cabo (***)
  12:18pm
  Terminal: 2

  Business Response

  Date: 01/18/2024

  
  
  
  
  
  
  January 18, 2024
  
  
  Dear *******,
  
  Thank you for your email to the Better Business Bureau. 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 and flight information. 
  
  As always, thank you for flying with us. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21160185
  
  I am rejecting this response because: Sorry I am not sure if this is how to respond. I don't see a way to directly respond to business request for info. The business requested the following information and I would like to share it below: 

  Below is my flight information: 
  
  Confirmation
  JVRJPN (Alaska Airlines)
  JVRJPN (Alaska Airlines)
  Booking ID
  ******
  Ticket #
  0278024851504 (**************************************************)
  0278024851503 (*********************** ***************************)
  
  Return Tue, Jan 9
  Alaska Airlines 1395
  San *** del Cabo (***)
  12:18pm
  Terminal: 2
  
  Sincerely,
  
  ************************************************

  Business Response

  Date: 01/24/2024

  
  
  
  
  
  
  January 24, 2024
  
  
  Dear *******,
  
  Thank you for sending the additional information required in order to assist you.  Our hearts go out to our guests that were impacted by the grounding of the ***** MAX ******** and for the disruption and concerns this caused.
  
  We apologize for any inconvenience that our flight caused for you.  Thank you for providing your receipt(s) for review.  I am more than happy to reimburse you.  I will need you to confirm your telephone number and email and then I will submit it.  Once that is done, 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).
  
  Alaska's promise to you is to stand by our values of running a safe airline and to do the right thing for our guests.  I look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21160185
  
  I am rejecting this response because: Thank you Adora, I accept the refund offer. My email address is **************************** and my phone number is ************. Apologies again for selecting the "Reject Business Response" option. I just don't want to choose the "Accept Response" option because BBB says it will close out the case. They need to update their wording or simply create a "Response" option. Looking forward to receiving the email regarding how to get refunded to my debit card. Thank you. 
  
  Sincerely,
  
  ************************************************

  Business Response

  Date: 02/03/2024

  
  
  
  
  
  
  February 3, 2024
  
  
  Dear *******,
  
  We apologize for any inconvenience that our flight cancellation caused for you.  Thank you for providing your difference in fare for your Delta tickets and Uber transportation receipt(s) for review.  We have submitted your request to our ********************* for a reimbursement in the amount of $271.04.  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#: *******

• Initial Complaint

  Date:01/15/2024

  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.

  Flew Alaska flight 24 on 11/2 from ********* to JFK.We were instructed to gate check our stroller which was lost and unable to be located when we arrived in ***.We immediately discussed with ******** airlines baggage office in JFK who put in an incident report.We had to purchase another stroller for the trip and submitted for reimbursement.We were told by baggage central office that they were not responsible for the loss of the stroller because of their contract of carriage.However, while the contract of carriage excludes liability for damage to a stroller, there is no exclusion for liability for a total loss.I reached back out to advise them of this about 6 weeks ago and they said they would review the case with their supervisor but still have not heard back. We spent $300 to replace the stroller and want this reimbursed.Baggage services Incident#: JFKAS29863214

  Business Response

  Date: 01/30/2024

  
  January 29, 2024
  
  
  Dear *******,
  
  This is in response to your BBB Complaint Case #********.
  
  Thank you for writing about your Alaska Airlines flight from ********* to ******** on November 2, 2023. From what you have described, this has been a frustrating experience for you and I appreciate the opportunity to address your concerns regarding your stroller.
  
  First and foremost, please accept my sincere apology that your stroller was incorrectly tagged for another passenger and has not been recovered. I was dismayed to learn that your stroller has not been found but was thankful to learn that you were able to purchase a replacement to use for your trip.
  
  Our records show that you submitted a Statement of Mishandling Form (SOM) claiming $99.00 for your missing stroller and $300.00 for your replacement stroller.  I am sorry that you were mistakenly advised that we were unable to provide compensation for your case in accordance with our Contract of Carriage (COC).  While our COC addresses exclusions regarding damage to strollers, since your stroller was lost and not damaged, we will provide reimbursement for your loss. We appreciate your patience while we reviewed your case in accordance with our 4 to 6 week timeframe. I am pleased to let you know that we will make an exception and provide reimbursement of your replacement stroller in the amount of $300.00, which is greater than the amount claimed for your lost stroller of $99.00.  
  
  We have processed your payment in the amount of $300.00 USD in reimbursement of your replacement stroller.  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 any inconvenience caused by your baggage experience, 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 ECSR75CHMHS1129565, in the amount of $75.00.
  
  *******, thank you for sharing your concerns with us.  I am very sorry for the disruption to your trip surrounding your stroller.  It is my hope that you will allow us the opportunity to welcome you onboard another Alaska Airlines flight in the future, as I am confident we will demonstrate the remarkable service you expect and deserve.
  
  **********************************
  Alaska Airlines
  
  Reference#: 9366078
  Incident#: JFKAS29863214
   
  
  

  Customer Answer

  Date: 01/30/2024

   
  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 appreciate the thoughtful response, apology, and reimbursement.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/15/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a round trip with Alaska Airlines between SJC and *** for 3 passengers. My reservation, Alaska 368 *** to *** on Jan 7th, was canceled late night before departure date. I immediately called their CS, but waited for two hours and disconnected without reaching anyone. The replacement made by their system would arrive two days later, which is too late for my cruise ($4342 value) that departs on Jan 8th. Their website didnt allow me to change to any earlier flight. Having no other option, I had to book a separate flight which cost me $1585. I kept calling their CS hoping to keep my original return flight, however the wait time was always over 2 to 8 hours and kept dropping off. I was never able to speak to a CS representative, and my return flight was canceled due to no show, and no refund to me. I had to book a return flight on my own, costing another $1479. Due to Alaskas lack of customer support I had lost $1092 and a companion pass for original flight, plus $3064 for replacement flight and $60 for checked bags (otherwise covered by my **** of America Alaska credit card if I was able to take the original flight).

  Business Response

  Date: 01/17/2024

  
  
  
  
  
  
  January 17, 2024
  
  
  Dear Liyang,
  
  Our hearts go out to our guests that were impacted by the grounding of the ***** MAX ******** and for the disruption and concerns this may have caused with your planned travel from ************* to ******* on January 7th.
  
  We understand that the cancelation of several Alaska flights caused unplanned out of pocket expenses for you.  As a result of your having to purchase separate tickets, I have requested a full refund of your unused Alaska Airlines tickets.  You should see a credit within 7 business days.
  
  Alaska's promise to you is to stand by our values of running a safe airline and to do the right thing for our guests.  I look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21147413
  
  I am rejecting this response because:

  Our outbound flight, H3*34373*3234333*37H Flight 368 on Sun Jan 7th, was a ****** *******. It was not even a MAX ** and I don't understand how that was impacted by the MAX * grounding.

  Even if H313137333*3235363336H had to cancel our flight the late night before departure date, they should have kept the communication channels open, to let their customers find a replacement to meet their itinerary at best. I called their customer ********************** right away after receiving the flight cancellation notice (noticing H313137333*3235363336H website didn't allow me to change my reservation), however I waited for two hours and nobody answered the call before the call was dropped off by itself. That left me with no other option at the late midnight, and I had to spend over $1500 out-of-pocket to book another flight in order for my family to catch the cruise.

  The next day, the system automatically assigned me another outbound flight which would depart two days later. The website still didnt allow me to make changes to the reservation, and asked me to call their CS. During the two days before my replaced flight departed, I made 10+ calls to H313137333*3235363336H CS, hoping to tell them that I booked another outbound flight but wanted to keep the original return flight, so that I don't have to waste money to book another one. However, the calls' wait time was always between two to eight hours, and always got disconnected before getting picked up. I've spent many hours on those calls, but literally nobody was there to help me out. Then my return flight was canceled automatically due to no show, and I had to spend another $1500 to book our return flight.

  Those cost to me, over $3000 in total for my family of three passengers, could have been prevented if H313137333*3235363336H provided better customer *********************** and been more responsive to answer customers calls. However, they shut down all the communication channels, and simply assigned random flights and later canceled them blaming their customers. It was completely H313137333*3235363336H fault that I had to pay over $3000 out-of-pocket, and they should reimburse that.

  Besides, its been a few days while I still havent received the refund of my original reservation.

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

  Business Response

  Date: 01/24/2024

  
  
  
  
  
  
  January 24, 2024
  
  
  Dear ******,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  Liyang, our communication channels were not shut down, they were overloaded with the grounding of the ***** and the impact it had on our flight schedule.  I do apologize for what you went through but I am unable to provide any reimbursement for you.
  
  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: 01/27/2024

   
  Complaint: 21147413
  
  I am rejecting this response because:

  First thing, refund.

  Here's what I paid for my original Alaska Airlines reservation:

  $614.04 and an Alaska companion pass for CEZPMR.

  $477.81 for DLLFGJ.

  That's $1091.85 and an Alaska companion pass in total for my original flight.

  Here's what I received that Alaska Airlines claimed as the refund: $263.90+$74.05 = $337.95.

  Here's what I lost from my original reservation: $753.9 plus an Alaska companion pass, which Alaska Airlines refused to refund.

  Here's what Alaska Airlines promised, which I heard over and over again while calling their customer *********************** and waiting: "Due to high call volume, if you want to cancel you flight, you can call us at a later time, even after the flight's departure."

  That was simply a lie, and they failed their promise.

  Second thing, the replacement flights I had to make, which cost me $3124 in total.

  Alaska Airlines claimed they did not shut down the communications, but was overwhelmed. That was also simply a lie. I've been trying to contact them for multiple days, making lots of calls, waiting hours in those calls, but nobody from their side ever answered it. If they got overwhelmed, it lasted multiple days, and they had sufficient time to have more customer ********************** representatives, or update their website to allow their customers to self-service there. But they didn't do anything. They simply cancelled all those flights as they wish (even if it's not a ****** MAX ****** but they have motivation to move the planes for more profitable airlines), asked their customers to wait for many hours in the calls, and randomly dropped them off. That is effectively shutting down all the communication channels, leaving their customers to figure out how to get to their destination costing their own money.

  Here's the summary: Alaska Airlines promised to fully refund my reservation which was cancelled last minute by them. However they only refunded a small amount partially. I've lost $753.9 plus an Alaska companion pass there. Moreover, they cancelled my reservation last minute (not even a ****** MAX ******* and shutted down all the communication channels for me to get help finding another flight meeting my itenary. As a result, I had spent $3124 in total to book another flight on my own to catch my cruise.

  To my friends and whoever reading this: Alaska Airlines is irresponsible to their customers. If you ever flight with them again, best of luck that they won't cancel your flight last minute leaving you to spend your own money to book another flight which would be much more expensive. And also don't expect them to fully refund you in that case. They would just give you a miserable small random amount to shut you up.

   Sincerely,

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

  Customer Answer

  Date: 02/03/2024

  It's been over weeks since I heard from Alaska Airlines last time.

  So far, I still haven't received full refund of my reservation that they promised in their earlier response weeks ago. Also, no compensation of my monetary loss caused by them at all.

  I am very disappointed and this company is a scam!

  Business Response

  Date: 02/22/2024

  
  
  
  
  
  
  February 22, 2024
  
  
  Dear ******,
  
  Thank you for your reply to our recent communication.
  
  Upon my review I have found that all tickets for you, ****** and ****** have been refunded in full back to the credit card ending in *****. Further, I see that you called into our ************************ and were assisted by ****, who issued you a reimbursement check in the amount of $2,416.88. I have added her email to bottom of this correspondence.
  
  Thank you and have a wonderful day.
  
  
  Sincerely,
  
  
  
  *****
  Customer Care Representative II
  
  
  Reference#: 9581752
  
  
  
  
  
  February 19, 2024
  
  
  Dear Liyang,
  
  Thank you for providing us with a copy of your airfare receipts. Alaska airlines will cover the airfare, unfortunately not paid seat upgrades.
  
  I have submitted a request for a reimbursement check in the amount of $2,416.88 Please allow 20 days for processing and mailing via USPS.  Please be advised that it comes in a white, perforated envelope with our logo on it that some have mistaken for junk mail. 
  
  
  Sincerely,
  
  
  
  *****
  Customer Care Representative
  
  
  Reference#: *******

  Customer Answer

  Date: 02/26/2024

   
  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.
  

  Thanks all. It took some calls and I am happy with the new resolution proposed. I have received the refund and I am still waiting for the reimbursement check, which might take a few weeks so I am marking this complaint as resolved for now.

  Thanks **** and ***** for the help, and thanks BBB for hosting the communication channel.

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

• Initial Complaint

  Date:01/14/2024

  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 Airlines was reckless in handling my suitcase. I had my camera and flash inside my camera bag, which was inside my suitcase. When I got my suitcase from baggage claim, my camera flash was broken and can no longer be used. Alaska is refusing to pay for the damage and instead offered a $100 discount for a future flight. My flash cost $355 and I am seeking payment for this.

  Business Response

  Date: 01/22/2024

  
  January 21, ****
  
  
  Dear *******,
  
  This is in response to your BBB Complaint Case #********.
  
  Thank you for taking the time to write about your Alaska Airlines flight from ******* to ************ on January 13, ****. I can understand your frustration that your camera flash was damaged and I appreciate the opportunity to address your concerns.
  
  First and foremost, please accept my apology that an item packed in your luggage was damaged during your flight. It was disappointing to learn that you felt that we had been reckless in handling your baggage. Alaska strives to provide exceptional service to our passengers, including the handling of your luggage with care and I regret that we let you down.
  
  As described on our website and in our letter sent on January 13th, camera equipment is determined to be unsuitable as contents of checked baggage, and respectfully, we are unable to assume liability for the damage to your item. For more information regarding our Baggage Policy, please visit our website at Liability and limitations for items in your luggage- Alaska Airlines. 
  
  We value your feedback and I have shared your comments with the ********************* Manager to help improve baggage handling going forward.
  
  I was thankful to see that a Discount Code in the amount of $100.00 was sent to you as a customer ********************** gesture. While we understand this does not take away from your experience, we hope you will accept it in the spirit intended.  For your reference, I have copied the code below.
  
  ***********************, Discount Code ECSR100CNMTN1413412, in the amount of $100.00.
  
  *******, we appreciate that you shared your concerns with us.  We value your patronage and hope that we will have the opportunity to welcome you onboard another Alaska Airlines flight soon.  I am confident we will demonstrate the award-winning service that you deserve on a future flight.
  
  **********************************
  Alaska Airlines
  
  Reference#: 9557219
  Incident#: SNAAS48125086

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21144869
  
  I am rejecting this response because:

  The camera flash cost $355, so a $100 discount off a future flight is insufficient. I am not inclined to fly Alaska again if youre going to damage my items and then refuse to pay for the damage. I realize you can expect some rough handling of luggage, but not to the point that you actually break camera equipment, especially when it is inside a camera bag within the suitcase. I am requesting a full refund so I can purchase another flash. Alaska has a net worth of over $4 billion. I think you can afford $355, but I cannot.

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

• Initial Complaint

  Date:01/12/2024

  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.

  I used my Alaska miles to book a trip for my 75 year old parents in first class. The seats were booked and confirmed. We got to the airport and the agent unilaterally downgraded them. The agent even mentioned it's because of Alaska elites. The lead agent was utterly unhelpful. ************, basically quoted policy. My elderly parents were assigned middle seats and the Alaska team had 0 compassion. The main issue here how can check in agents, unilaterally, without informing us, downgrade? Their response was well at least you have your miles back. It was very apparent this was discrimination based on their age. In my years of flying Alaska this has never happened. Additionally, where does it state that prioritizing elite upgrades over fully paid mileage tickets is the path? Lastly, shouldn't it be Alaska's policy to inform?First the check in agent claimed we asked for the downgrade.I would like an explanation from the airport operations lead in writing on why they tried to claim we asked for the downgrade. I also would like details from Alaska on the priority order of first class very specific to this flight. How many tickets were paid, how many were op *** to business class. Why is it Alaskas policy to split up elderly traveling companions.

  Business Response

  Date: 01/17/2024

  
  
  
  
  
  
  January 17, 2024
  
  
  Dear ****,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding your parent's recent travel 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.
  
  I am sorry to hear that they were downgraded from their First Class seats, and that you were not notified of the change. Regrettably, on rare occasions we are faced with the unfortunate task of having to involuntarily change a customers seat or class assignment, which can happen for a multitude of reasons. However, I want to give you my assurance that such changes are not undertaken without due consideration and are only done when absolutely necessary for operational reasons. In review of their reservation details, it was found that due to an aircraft swap, they were downgraded since the new aircraft did not have the same capacity of First Class seats. I am very sorry that you were not notified of this prior to the day of departure. That said, we follow a strict procedure for downgrading guests in this unfortunate situation. The procedure is based on an order of the type of fare booked, and if guests are booked in the same fare, then their Mileage Plan or tier status is used to determine who is downgraded. I verified that the process was correctly followed on your parent's reservation. Regardless, we certainly understand your frustration and apologize for the disappointment they experienced. 
  
  Secondly, I want to apologize for the misinformation you received about why and how they were downgraded. Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent we failed and we recognize that good communication and accurate information goes a long way. We assure you that we have shared your concerns. 
  
  Alaska is committed to providing an inclusive environment for both customers and employees. We are committed to ensuring that everyone is treated equally and absolutely do not tolerate any form of discrimination. Based on our research of what occurred, we do not believe that age discrimination was a factor. I extend my sincere apologies for the way in which this procedure made you or your parent's feel.  We expect every customer to feel valued and respected and I truly regret that was not your or their experience in this case.
  
  Ravi, it is my hope that their 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 all aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  *****************************
  Manager, Customer Advocacy
  
  
  Reference#: *******

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21136560
  
  I am rejecting this response because:

   

  It still doesn't address specifically why the check in agent unilaterally downgraded. Second, why was there a huge push to claim my elderly parents chose to downgrade. Third, why couldn't Alaska offer senior citizens seats together? AFAIK there was no aircraft change from booking to flight.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/24/2024

  January 24, 2024
  
  
  Dear ********,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  I apologize that you felt your concerns were not adequately addressed. As mentioned in my previous response, there was a downgauge in aircraft limiting the number of seats in First Class. I can assure you that the proper procedures were followed to downgrade guests. Once again, I am sorry that you were not notified prior to the day of travel and for any inconvenience this situation has caused. 
  
  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,
  
  
  
  *****************************
  Manager, Customer Advocacy
  
  
  Reference#: *******

• Initial Complaint

  Date:01/11/2024

  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 Alaskan flight #***, my son had a medical emergency and went unconscious for 15 minutes. The flight attendants showed ZERO concern. My 5 year old son felt unwell, so I took him to the restroom. While in the bathroom, he fell unconscious, I brought him out of the lavatory and laid him on the floor to catch his breath and come back to a normal state. The flight crew was unhelpful and uncaring. They quickly forced us back into our seat with no real help. No asking for medical attention from anyone on the flight. They treated my son poorly. I expect a response and people held accountable for the lack of care. They could of assisted better and asked flight passengers if anyone was medically trained. Yet, they did nothing. I will further escalate this if I am ignored and nothing transpires. I have people who work for the airlines that have even shared that was an absolute lack of care and did not do their jobs properly. If you take your passengers safety seriously, you will handle this appropriately and contact me. Or I will have no choice but to escalate this matter legally.

  Business Response

  Date: 01/23/2024

  
  
  
  
  
  
  January 23, 2024
  
  
  Dear *******,
  
  Thank you for your email to the Better Business Bureau regarding your and your son's recent flight.  It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  In reviewing your concerns, I noticed you had contacted our ************************ and spoke with an agent.  Our agent then followed up with an email and compensation.  I have copied that in for your information below:
  
  January 8, 2024
  
  
  Dear *******,
  
  Thank you for sharing your sharing your feedback regarding your recent flight. 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 an industry where customer ********************** is a key feature, Alaska has always strived to provide exceptional service to our customers. From what you have portrayed, it is apparent that we have failed you in this regard. Along with my sincere apologies, I would like to offer you my assurance that your concerns have been shared with the Inflight Manager for further review. To make it up to you, we've included 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 ECSR125CCMXW443868, in the amount of $125
  
  *********************, Discount Code ECSR125CMMSW443869, in the amount of $125
  
  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,
  
  
  
  **********
  
  
  Reference#: *******
  
  *******, 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: 01/31/2024

  They haven't resolved this issue as of now. They also told me they couldn't tell me if they had resolved the issue. My 5-year-old son had a medical issue on the plan, and they ignored it. The only thing they told me was it was under investigation. I want an answer and resolutions. This is ridiculous.