Business Profile

Airlines

Alaska Airlines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

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.
Hello I am having issues with Alaska air. I hope you are able to help I purchased a flight with a discount code I was given for a previous flight mid Dec and was charged $29,80. I needed to change my reservation and phoned what I thought was Alaska Air as I am not able to change or cancel my reservation online. I did speak to what I though was an agent, named ******************** and was told he canceled the flight and for a fee of ***** I would have the certifcate price back of $375.00. The next day I received an Alaska air communication saying that I needed to check in so the flight was Not canceled.I tried to call the number '******' gave me and I emailed him but no response. I tried to cancel or change online and am not allowed due to the nature of the ticket. Over 3 days I have been on the phone for hours...and have never been able to speak to anyone at Alaska air not even to cancel my flight which is todaY! I have been on the phone for hours and just cant wait anymore,Hope you can help Best wishes ******
Business Response
Date: 01/16/2024

January 16, 2024

Dear ******,

Thank you for your email to the Better Business Bureau regarding the reservation you need to cancel.

My apologies that when you called what you thought was Alaska Airlines, you were actually calling a deceptive travel agency. Alaska Airlines does not charge fees for canceling reservations. Please contact 1-800-ALASKAAIR ***************) for assistance in canceling your reservation.

Marina, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

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

Reference#: *******
Customer Answer
Date: 01/21/2024

Complaint: 21121648

Hello thank you for the on going help
I am rejecting this response because:
When I realized at the time that the call may have been intercepted I had tried canceling online before the flight was set to take off, but I wasn't allowed, I needed to speak to a customer ********************** agent.
I then did try and call Alaska Air numerous times I was put on hold for 2 hours. The result was that I couldn't even cancel my flight and the flight took off without a cancelation.
So either way I feel Alaska air is at fault.
The above number is just a customer ********************** number. They will have no idea what I am talking about.
I would like some kind of proof from Alaska Air of my $375 voucher plus the ***** I paid, a contact that will know what has happened.

Sincerely,
***************************
Business Response
Date: 01/24/2024

January 24, 2024

Dear ******,

Thank you for your response to the BBB.
******, you will need to contact our reservations department at ************** and they will assist you with options for your unused ticket.
As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

Sincerely,

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

Reference#: *******
Initial Complaint
Date:01/11/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After Alaskan negligently flew a plane that was not compliant and had a door fly off they cancelled my flight from *** to ********* and did not offer to fly me back until three days later. I paid over $490 for the ticket was offered a $133 refund and thats it. I booked through another airline and had to pay for lodging and missed work. I will be writing the *** and filing a claim in small claims court if they do not reimburse me but this is absolutely unacceptable
Business Response
Date: 01/16/2024

January 16, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your canceled flight from *************** to *********.

While I understand your concerns, I can assure you that safety is number one at Alaska Airlines. If you would be so kind as to send me a copy of the receipt for the tickets you had to purchase, I will reimburse you for the difference in the refund you received from Alaska Airlines and the price of your ticket. Please verify your mailing address and phone number. Once I receive your receipt, I will submit it to our Accounting Department. You will receive an email with instructions on how to claim your reimbursement. The reimbursement will go directly to your Debit Card. If you do not have a debit card, please advise and I will have a check sent.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 02/13/2024
After Alaskan negligently flew a plane that was not compliant and had a door fly off they cancelled my flight from *** to ********* and did not offer to fly me back until three days later. I paid over $490 for the ticket was offered a $133 refund and thats it. I booked through another airline and had to pay for lodging and missed work. I will be writing the *** and filing a claim in small claims court if they do not reimburse me but this is absolutely unacceptable. I tried responding to the last complaint and was told I would be refunded for both my tickets and the delta flights but I was not and I am still waiting on the refund
Business Response
Date: 02/17/2024

February 17, 2024

Dear *****,

Thank you for your response to the Better Business Bureau.
My apologies, but I was waiting for you to send copies of your receipts for possible reimbursement. Please see the email below that was sent on January 16, 2024:
January 16, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your canceled flight from *************** to *********.

While I understand your concerns, I can assure you that safety is number one at Alaska Airlines. If you would be so kind as to send me a copy of the receipt for the tickets you had to purchase, I will reimburse you for the difference in the refund you received from Alaska Airlines and the price of your ticket. Please verify your mailing address and phone number. Once I receive your receipt, I will submit it to our ********************** You will receive an email with instructions on how to claim your reimbursement. The reimbursement will go directly to your Debit Card. If you do not have a debit card, please advise and I will have a check sent.

*****, 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

Please submit the receipts and I will do what I can for you.

Sincerely,

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

Reference#: *******
Initial Complaint
Date:01/11/2024
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 am writing to request a change of flight and a credit for the tickets I purchased from H313137333*3235363336H. My name is *********************** and my wife's name is ****** ****. Our H313137333*3235363336H mileage plan numbers are ********* and *********, respectively. We bought three tickets for our parents, *******************, ****** ****, and ****** Chi, with confirmation numbers OYFVSZ and MOWUSO, from ************* (***) to ******** (***). We are very worried about this flight for our parents because it is operated by a ****** 737 MAX * aircraft, which has been involved in the recent accident.We kindly ask you to provide us with an alternative flight that is not using a ****** 737 MAX * aircraft and to offer us a credit or a discount code for the inconvenience and the anxiety caused by this situation. We appreciate your cooperation and understanding in this matter.Sincerely,*********************** and ****** ****
Business Response
Date: 01/16/2024

January 16, 2024

Dear ********,

Thank you for expressing your concerns regarding your scheduled travel from ************* to ********.

We understand your concerns and want to ensure you that the safety of our guests and employees is always our number one priority. Alaska is working with the ************************************ (NTSB), ***************************** and ****** to review this situation. Please use the news.alaskaair.com link for the most up to date information regarding this situation.

You may go online to view flight options and rebook travel, place the value of the ticket in a Mileage Plan wallet for future use, or request a refund. Our *********************** may be reached at ************** to review options as well. They are available 24 hours a day, seven days a week for assistance.

Sincerely,

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

Reference#: *******
Initial Complaint
Date:01/10/2024
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.
In December of 2023 I booked flights through Alaska airlines. My apple calendar sent me a message to save those dates in my calendar. In doing so, I realized I inadvertently chose the incorrect departure date. I tried making a change to my flight online to no avail so I called. The customer ********************** representative informed me that because I chose saver fare I was unable to make changes to my flight, but could cancel and receive a 50% refund. I wasnt happy with this option but went forward. After doing so I made an attempt to re-book the flights. I was contemplating choosing main fare so this doesnt happen again. I initially chose saver fare and 2 pop *** presented to me by explaining what I was missing out on had I chose saver fare. These lists are attached. On #3 the verbiage is vague, stating cancellations and changes can only be made outside of a *********************************** when I purchased the ticket that I would be able to make any changes to my flight up to 14 days prior to departure. The second alert noted that Id be sacrificing overhead bins etc and that changes would be limited, but not impossible. For example in the section of overheard bins there is an X. If there had been an X for changes I would have upgraded to main.
Business Response
Date: 01/11/2024

January 11, 2024

Dear ******,

Thank you for your email to the Better Business Bureau regarding the reservation you made in December. 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.

To suit the travel needs of a diverse customer base, ******************** offers a wide variety of fares, from value-oriented, advance-purchase fares that come with certain restrictions, to our full flex fares, which carry little or no restrictions. The number of tickets sold at each fare level is carefully managed by the airline to ensure the fine balance between competitive fares that offer a good customer value and providing for a margin of profit. To allow for a reasonable margin of profit on each flight, an airline will generally have certain guidelines and restrictions for tickets available at each fare level, such as an advance booking requirement, minimum or maximum stay, or season-, date-, time-, or flight-specific availability. In most cases, the lower a fare is, the more restrictive the associated guidelines may be. As feedback from our customers is taken in to account when determining our fare levels, guidelines, and availability, I have taken the liberty of sharing your comments with our Revenue and **************** managers for their review.

******, if you would please send me your confirmation code, I will see what, if anything, I can do for you.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 01/11/2024

Complaint: 21116310

I am rejecting this response because:
I appreciate and understand the reasoning behind the fares. When I bought my flight, I found the verbiage to not clearly state that I not be able to make any changes to my flight. Had I been told clearly I would have purchased the next level of fare. Due to this lack of communication I was refunded 50%. I simply want a full refund in my wallet thru Alaskan airlines so I can re-book my flight, given that the communication told me changes were limited but not impossible under saver fare.
Sincerely,

*******************************
Customer Answer
Date: 01/11/2024
In the response they requested my flight confirmation number. It is AFKZVE
Business Response
Date: 01/17/2024

January 17, 2024

Dear ******,

Thank you for sending your confirmation code.

In reviewing your reservation, you purchased our lowest fare, the saver fare. Saver fares do not allow for any changes and are non-refundable. I am sorry, but you are not due any credit.

******, 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: 01/17/2024

Complaint: 21116310

I am rejecting this response because:
i do not feel my grievance was heard. I am aware I chose the saver fare. Had I been told clearly that saver fare meant I could not make changes to my flight, I would not have chosen it. The language was unclear, and now I am left with only half of what i paid which is not enough to book my flight again.
Unless settled, i will be taking my business elsewhere and wont fly Alaska airlines again nor will I recommend anyone else does. I feel very frustrated and disappointed. I work hard for my money and the terms were not clear when the tickets were purchased. This is not good business practice.

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.

We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.

Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer **********************, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join us on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.

Sincerely,

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

Reference#: *******
Customer Answer
Date: 01/31/2024
I am not satisfied with this response and will
not be using Alaska airlines again in the future.
Initial Complaint
Date:01/10/2024
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.
Alaska sent several emails asking for customers to take a $40 coupon for a later flight. Of course it seems like no one accepted. Then the flight was canceled and re-booked for a full TWO DAYS later.And yet they offered no discounts, reimbursements or anything. This cannot be due to weather, it's sunny here in *** and nothing happening in **. They are blatantly trying to get around legal guidlines by not providing proper credit despite them clearly having made errors of their own. They should be fined heavily and all passengers should be given the credit we're ***********.
Business Response
Date: 01/11/2024

January 11, 2024

Dear ***,

Thank you for sharing your concerns regarding your flight on January 8th with the Better Business Bureau. My sincere apologies for your frustration.
***, I can assure you that we in no way are trying to get around legal guidelines by not providing proper credit for your ticket. If you are unable to fly due to the *** grounding of all ****** ***** Max ********* we will happily refund your ticket in full. If you choose to fly on the reaccomodation flight we scheduled you for, we will most certainly compensate you for any delay you have. Please contact us after all travel is completed.

***, 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:01/10/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I feel I have treated dishonestly by H313137333*3235363336H. My flight for 1/6/24 was marked as on time all day and even up until after the scheduled boarding time. However, H3*34373*3234333*37H knew about the recent issue with the 737 Max * over 24 hours in advance of my flight, but instead of being upfront and canceling the flight in advance; they waited until last minute, after our commuting to and spending several hours at the airport. The flight was ultimately canceled due to concerns with the exit doors (although nothing was communicated to passengers until 1 hour after the flight was scheduled to board). Further, I understand the apparently problematic Max * aircraft had just landed on another flight from *************, implying it had just been flown by H3*34373*3234333*37H minutes before. It took another 3 hours of waiting at the airport (6 hours total) to get rebooked on a new flight 3 days later. The new flight is at a very inconvenient time in the middle of the workday pacific time, unlike the flight that I originally booked. Since I work in-person in **********, in the best case, I will need to forgo at least 2 full workdays at this point. To add insult to injury, upon rebooking, the agent claimed they cant see the aircraft for the new flight, but it took me 30 seconds to find this info on H3*34373*3234333*37Hs own website: a ****** 737 Max *. Rebooking on an identical aircraft reminds me of Einsteins quote, The definition of insanity is doing the same thing over and over and expecting different results. Now I would like to rebook to a flight with a different aircraft, but it is IMPOSSIBLE to speak to anyone at H3*34373*3234333*37H (wait estimate is 7 hours and 45 minutes on the phone). After attempting on hold for 40 minutes, my call was suddenly canceled from the other end. We should be prioritized over other customers whose flights were not canceled by H3*34373*3234333*37H AFTER the flight was scheduled to take off--- this is unacceptable, and I hope H3*34373*3234333*37H can intervene to retain me as a potential lifelong customer.
Business Response
Date: 01/10/2024

January 10, 2024

Dear ****,

I appreciate that you took the time to contact the Better Business Bureau regarding your recent experience with Alaska and your flight on January 6th.

In reviewing your concerns, I saw that you were able to speak with someone in our ************* Department. Based on the notes, it appears that our agent assisted you and you were satisfied with the resolution.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 01/11/2024

Better Business Bureau:

I have reviewed the response made by Alaska Airlines in reference to complaint ID ********, and find that this resolution is satisfactory to me. I want to thank Adora for her response-- I am indeed happy with the customer ********************** I received once I was able to get in touch. All set now and closing this out.

Thank you!

***************************
Customer Answer
Date: 01/11/2024

Better Business Bureau:

I have reviewed the response made by Alaska Airlines in reference to complaint ID ********, and find that this resolution is satisfactory to me. I want to thank Adora for her response-- I am indeed happy with the customer ********************** I received once I was able to get in touch. All set now and closing this out.

Thank you!

***************************
Initial Complaint
Date:01/05/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/5/24, I contacted Alaska Airlines customer ********************** to address an issue I was facing. Upon being connected to Supervisor *******************, I was met with abrupt, rude, and unhelpful behavior. Despite my attempts to seek assistance and clarification, Mr. ******************* continuously asserted that he was unable to help and repeatedly claimed there was nothing he could do.I am *********** fair and respectful treatment, and it is disheartening to encounter a supervisor who is unwilling to address customer concerns effectively. While I understand that there are rules and policies in place, I also believe that there are exceptions, and the customer's perspective should be considered with due respect.The specific issues I encountered with Supervisor ******************* on 1/5/24 include: Abrupt and Rude ********************************* displayed abrupt and rude behavior, making the interaction unpleasant and unprofessional. Unwillingness to Help: Despite my request for assistance, Mr. ******************* repeatedly claimed he could not do anything, leaving me without a satisfactory resolution to my concern. Failure to Acknowledge Customer Perspective: The customer is always right, and I felt that Mr. ******************* did not consider my perspective or attempt to find a solution within the bounds of Alaska Airlines' policies.I am requesting the following: A Full Investigation: I urge the Better Business Bureau to conduct a thorough investigation into the conduct of Supervisor ******************* during my interaction with Alaska Airlines on 1/5/24. Termination of Supervisor *******************: If the investigation substantiates my claims, I recommend that Alaska Airlines takes appropriate action, up to and including termination, to address the behavior exhibited by Supervisor ******************* Full Refund: In light of the distressing nature of this incident and the inconvenience caused, I am seeking a full refund for the services rendered by Alaska Airlines during this interaction.
Business Response
Date: 01/08/2024

January 8, 2024

Dear ******,

Thank you for your email to the Better Business Bureau regarding a recent interaction you had with our Supervisor *****. 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 ************* detail regarding what your concerns were.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 01/08/2024

Complaint: 21105786
Confirmation NBJYZQ

Sincerely,

*************************
Business Response
Date: 01/09/2024

January 9, 2024

Dear ******,

Thank you for providing your confirmation code. 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 youve 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 *****'s supervisor for further review. I am sure you will agree with me that the most important thing for you is to be sure that this does not happen in the future.

******, 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: 01/09/2024

Complaint: 21105786

I am rejecting this response because: it's useless words

Sincerely,

*************************
Initial Complaint
Date:01/05/2024
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 booked flight tickets on Nov 25,2023 with Alaska Airline. I was travelling with my 2 year old. I am filing this complaint because the air hostesses on board didn't have clear information regarding care/ safety of 2 year old on board and kept bothering us. On our first flight, I was offered a seat belt extension to hold my toddler on lap for take off and landing. On second flight, I requested seat belt extension and the hostess refused to give me an extension and made me hold my toddler without seat belt during take off and landing putting my toddler's safety at risk. In our third sector the hostess refused to give me extension or let me hold my toddler on lap. In fact he made me throw my sleeping toddler out of my lap on his seat right before landing. He came to me right before landing and started raising his voice and made me throw my sleeping toddler out of my lap. We bought first class tickets for $ *******. I tried to reach out to the office at the airport after we landed on *** and it was closed. I reached out to customer ********************** to get reimbursement for only my toddler's tickets and I was told putting safety of toddler at risk or making a mother throw a sleeping 2 year old out of her lap right before landing during flight is not a reason for reimbursement. Also one of the seats during our second sector flight was broken. I was offered travel credits which I refused because I am sure I won't be traveling with Alaska in future with my 2 year old, if that is how toddlers are treated on board.It took me 6 hours on 1/4/23 to get a case number from customer **********************. I was put on hold for 2 hours for the supervisor/specialist to come on line. I had to disconnect my call because there was no response and supervisor never came on line to assist.
Business Response
Date: 01/05/2024

January 5, 2024

Dear Asma,

Thank you for your email to the Better Business Bureau regarding your recent flight with your toddler. 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.
It appears you reached out to our ************************ regarding what happened and were advised that we do not offer refunds for tickets flown on. That is correct information and will not be able to refund your tickets as they were flown on. However, I have included the $200 Discount Codes for each of you. Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent that we have failed. Our employees are committed to taking great care of passengers while looking out for customer comfort and safety. We understand this was a frustrating experience for you and offer our apologies. We assure you that we have shared your concerns so we can continue to improve and take better care of you next time.

To 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 ECSR200CFMBQ481043, in the amount of $200

*******************, Discount Code ECSR200CNMDQ481044, in the amount of $200

***********************, Discount Code ECSR200CDMSQ481045, in the amount of $200

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

Sincerely,

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

Reference#: *******
Initial Complaint
Date:12/31/2023
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 am writing to formally lodge a complaint against one of your flight attendants, ****, who was on duty during Alaska Airlines Flight 809 from *** to Maui on 12/18/23 and Flight 898 from Maui to PDX on 12/28/23. My family and I, passengers *************************, ***********************, ***********************, and ******************, were appalled by the unethical behavior and misconduct displayed by **** during both flights.The actions of **** were not only unprofessional **** raised her voice at small children, causing unnecessary distress and discomfort. ****'s behavior contributed to a hostile atmosphere on the plane, negatively impacting the overall experience for passengers. **** made unfounded allegations against me, the mother and three children, blaming them without any basis. **** publicly shamed me, the mother, and three children in front of all passengers, creating an embarrassing situation. ****'s actions made both me and the children extremely uncomfortable throughout the duration of the flights. **** engaged in belittling behavior towards me an the children, further contributing to the unpleasant experience. **** created unnecessary drama on the plane, disrupting the peace and well-being of the passengers.****'s behavior was both unethical and unprofessional, falling far below the standards expected from Alaska Airlines employees. **** made threats towards the children, which is completely unacceptable and inexcusable. **** illegally compelled *********************** to delete video evidence documenting her behavior, raising serious concerns about her actions.As a result of this distressing experience, my family and I have decided not to fly with Alaska Airlines in the future, opting for a competitor instead. To rectify this situation, I request a total refund for both flights for the 4 of us.Furthermore, I urge Alaska Airlines to conduct a thorough and comprehensive investigation and fire this employee.
Business Response
Date: 01/04/2024

January 4, 2024

Dear *****,

Thank you for your email to the Better Business Bureau regarding your flight from Maui 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.

Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent that we have failed. You should expect nothing less than being treated with the utmost respect, compassion and care. We assure you that we have shared your concerns with ****'s supervisor so we can continue to improve and take better care of you next time.

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 ECSR75CWMTR1118622, in the amount of $75

*************************, Discount Code ECSR75CKMQR1118623, in the amount of $75

***********************, Discount Code ECSR75CSMXR1118624, in the amount of $75

******************, Discount Code ECSR75CBMPR1118625, in the amount of $75

*************************, Discount Code ECSR75CFMWR1118626, in the amount of $75

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 01/09/2024
Hello Im ************************* is not satisfied with the response from Alaska Airlines!
Im demanding for a full refund and a termination of that unprofessional employee!
Im still in shock what happened to me and the kids on the both flights!
We already experiencing hard times in our lives by losing my husband to a horrible tragedy car accident that happened earlier in 2023.
Kids and I were traveling to ****** for a quick visit to have some rest from our already broken hearts from losing a loved one, and this Alaskan Airlines employee named **** made things a lot worse, what should of be our vacation from all this stress! Kids are terrified of flying again because of this horrible employee!
We are experienced extremely bad stress on the both flights to Maui and from Maui.
Im not going to have my kids suffer from the consequences from this both flights! **** (Alaskan flight attendant) harassed me and my three kids both ways! She was discriminating against my family! My family didnt payed for the experience like this!
What happened to us is not acceptable! We are still in shock from this harassment!
Alaskan Airlines should step forward and stop this behavior from this particular employee!
Im demanding for full refund and thorough investigation and termination of this employee!
Best regards!
Initial Complaint
Date:12/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my dismay over an incident involving gate agents at *******************************, Gate A1, on 12/28/23 around 6:30am. My sister, flying to *******, encountered unprofessional treatment from agents named **** and *************The incident began when my sister volunteered to check her carry-on. During this, she confirmed her seat as 10C when asked by ****. After receiving her baggage tag, she admittedly took it briskly, which seemed to offend ****. He then publicly chastised her from a distance, waving his finger and stating, "don't do that."Concerned, I approached to understand the issue. **** dismissively remarked, "this bad attitude runs in the family," and walked away. ******, another agent, then intervened. Despite my attempts to clarify the situation, he did not specify my sister's wrongdoing, merely indicating her manner of taking the tag.Further, ****** threatened to remove my sister from her flight for merely trying to clarify the situation and he inappropriately kept inquiring about my flight when I already said I was flying with a different airlines. He also commented that my complaint would be insignificant due to his long list of good reviews. This both unprofessional and dismissive. This response is concerning, as it suggests a lack of accountability and a disregard for passenger feedback.My sister's failure to thank ****, while not ideal, does not warrant public humiliation or the threat of removal from her flight.While I understand the pressures faced by airline staff, professional and respectful conduct should be maintained. This negatively impacts Alaska Airlines' reputation.I urge a formal review of this matter and appropriate measures to prevent similar occurrences in the future. Passengers deserve to be treated with dignity and respect, irrespective of minor lapses in etiquette.Thank you for your attention to this serious matter. I look forward to your response and a resolution.
Business Response
Date: 01/08/2024

January 8, 2024

Dear *****,

Thank you for sharing your concerns with the Better Business Bureau regarding your and your sister's recent interaction with our agents in *********. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
In reviewing your concerns, I noted that you had chatted with one of our representatives and she advised that your concerns have been forwarded to the ********* station manager. We are not able to provide you with any details or actions taken against our agents. We do take these matters seriously, however, we do not compensate for situations such as this.

*****, 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: 01/08/2024

Complaint: 21065588

I am rejecting this response because:

I appreciate your prompt response regarding my concerns about the recent interaction my sister and I had with your agents in *********. While I'm grateful that my concerns were forwarded to the ********* station manager, I must express my disappointment in the lack of assurance or compensation for the embarrassment and degrading words we had to endure during the incident.

Forwarding this matter to the manager at *********, without any visible actions or feedback on the steps taken, feels like empty words. As a loyal customer, I have come to expect a high level of service when traveling with Alaska Airlines. Unfortunately, the response provided does not provide resolution for the emotional distress we experienced during this incident. It's disheartening to learn that the company does not compensate for situations like this, especially when it has left us feeling disheartened and humiliated.

I kindly request that you reconsider your stance on compensation and provide us with more transparency regarding the actions taken to address this issue. This incident has had a significant impact on our perception of Alaska Airlines, and we hope for a more reassuring resolution to this matter that goes beyond mere words.

Sincerely,

*********************
Reference#: 9495661

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Alaska Airlines is NOT a BBB Accredited Business.