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

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  Alaska Airlines

  108 5000 Miller Rd Richmond, BC V7B 1K6

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  Alaska Airlines

  1423 Cannonball Trl Yorkville, IL 60560-4542

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  Alaska Airlines

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

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  Alaska Airlines

  5175 Airport Industrial Rd Fairbanks, AK 99709-4466

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:12/27/2023

  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 file a formal complaint regarding a recent experience with Alaska Airlines, specifically concerning flight number AS****. I wish to bring to your attention the significant inconvenience and financial impact I suffered due to an extensive delay in this flight.**Flight Details:**- **Flight Number:** AS **** - **Airline:** Alaska Airlines - **Ticket Cost:** $400 **Issue Description:**On the day of my flight, I experienced a delay of 4 hours. During this time, I received no information or updates from Alaska Airlines regarding the cause of delay.**Financial Impact:**This delay had severe repercussions for me. It resulted in my missing a crucial business meeting, which was critical for a sales deal. Due to my inability to attend this meeting on time, the client opted out of the purchase, leading to a direct financial loss of $1000.**Reason for Seeking Refund:**I believe this delay was due to maintenance issues with the aircraft, which could and should have been identified and resolved through routine and diligent maintenance procedures by Alaska Airlines. The apparent neglect in maintaining the flight schedule and aircraft readiness directly affected my business.**Resolution Requested:**Given the circumstances and the impact this has had on me, both in terms of time and finances, I am seeking a full refund of my ticket price, amounting to $400. I believe this to be a fair request considering the significant inconvenience and financial loss caused by the delay.I trust that the BBB will assist in resolving this matter effectively. I look forward to a prompt and positive response.

  Business Response

  Date: 12/27/2023

  
  
  
  
  
  
  December 27, 2023
  
  
  Dear ******,
  Thank you for your email to the Better Business Bureau regarding your recent experience on 12/26/2023. 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 regret that your flight was delayed due to a late arriving aircraft causing you to miss your meeting. I understand your disappointment in arriving to your destination later than anticipated and I am truly sorry for your experience. 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 was disappointed to hear that you were not provided with information regarding the status of your recent flight. We believe that providing regular and accurate updates goes a long way towards making the best of an unfortunate situation during irregular operations. You have my sincerest apologies that was not your experience and your feedback has been shared with our Customer ********************** Manager in ********* for their review.
  Regarding your request to have your ticket refunded in full due to missing your meeting and having a financial loss of $1,000. Due to the very nature and many safety factors involved with the airline industry, we are unable to guarantee flight schedules or assume responsibility for the variety of personal or business consequences, which may result when a flight is delayed or canceled. So, because of this and because your ticket was used, I will have to respectfully decline your refund request. I am very sorry for any disappointment this may cause and I sincerely appreciate your understanding in this matter.
  With that said, as a customer ********************** gesture, I have included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.
  
  Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.
  
  *******************, Discount Code ECSR125CFCGY443518, 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,
  
  
  
  *****
  Customer Care Representative
  
  
  Reference#: *******

• Initial Complaint

  Date:12/26/2023

  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.

  Almost died on flight to due a passager vaping on our flight Had severe reaction to chemical and staff did nothing at all once informed

  Customer Answer

  Date: 12/27/2023

  I was also treated in *********** the following day because my pulse was still racing and my chest felt weird. It was stated that I had a reaction to the Chemicals from the Vape smoke during the flight 

  my father said he was smelling it also during the flight but thought it was Bengay rub 

  More that 1/2 the plan was coughing before noticing ************ in action I SWEAR TO GOD!! *** they staff did nothing!!

  The person directly behind our seats had a medical emergency also we were both Im close proximity of ************ Im wondering was was actually in that pen he was smoking for us to have these medical episodes

  Also ask the crew how can you smell the vape with a mask on .unsuccessful! 

  I pointed this guy out to the attendants every time they passed by us and he was never addressed I just keep getting apologized too by the attendant (blk lady)

  no reminders on the loud speaker not to vape after informing flight attendant of active vaping was reported This is so negligent on behalf of Alaska Airline ! 

  Business Response

  Date: 12/27/2023

  
  
  
  
  
  
  December 27, 2023
  
  
  Dear *******,
  Thank you for your email to the Better Business Bureau regarding your flight on 12/22/2023. 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 was very sorry to hear that you began to feel sick on your flight. I understand that you advised one of our Flight Attendants of this and they said you were just hot from sitting next to the engines and gave you some water and took you back to your seat. Once back at your seat you there was a very strong peppermint smell and one of our passengers that was seated in front of you appeared to be using a vape. I understand that when you noticed this your mother rang the call button but our Flight Attendants were slow to respond, so your mother went to the back of the aircraft to let them know what was going on. As she was doing this the passenger in question appeared to be trying to hide or get rid of their vape. You said that you were further disappointed that after our Flight Attendants were made aware of this situation, they never addressed the passenger in question. We want to provide a comfortable cabin environment for all of our customers. With our emphasis on service, we realize how important it is to make all aspects of your flight as smooth as possible. We ask that our Flight Attendants be sensitive to the needs of our passengers and seek an equitable solution to concerns such as yours. I once again apologize if you felt our Flight Attendants could have handled this situation differently and your concerns have been shared with our Inflight Supervisor for their review.
  
  You also mentioned that the entire plane started coughing and that there was another passenger that was suffering from a medical issue just before yours. When reviewing your flight, I did not any other reports regarding this issue from the other passengers onboard and there were no inflight reports from our Flight Attendants. Further, Alaska and our Flight Attendants do not allow any kind of smoking or vaping onboard our aircrafts as this is against federal law under 49 U.S.C. Section 41706.
  
  I understand that once you got off you flight you went to our customer ********************** desk and spoke to ******* and another Customer ********************** Agent about your experience. From there they took down your information and informed you that they would be reaching out to the other passenger and would also be issuing you and your travel party ***** Bonus Miles as that was all they could do at that point. In situations such as this our Customer ********************** agents are limited as to what they can do but I was happy that they took your concerns seriously and offered you Bonus Miles.
  
  Regarding your compensation and refund request. Because your tickets and baggage service were used a refund cannot be offered. I have however issued the compensation that you were promised by both our Flight Attendant and *******. Please note that only ***** has a Mileage Plan number, so I issue everyone else a bigger Discount Code.
  
  To use the code for future travel on Alaska, 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.
  
  Dieisha ******, Discount Code ECSR150CMCKY505543, in the amount of $150
  
  ***********************, Discount Code ECSR50CRCTY1318460, in the amount of $50 and ***** Bonus Miles
  
  ***********************, Discount Code ECSR150CGCHY505544, in the amount of $150
  
  ***********************, Discount Code ECSR150CRCLY505545, in the amount of $150
  
  ********* Outing, Discount Code ECSR150CQCDY505546, in the amount of $150
  
  ******* Outing, Discount Code ECSR150CLCKY505547, in the amount of $150
  
  I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.
  
  Sincerely,
  
  
  
  *****
  Customer Care Representative
  
  
  Reference#: 9480880

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21058754
  
  I am rejecting this response because: I want to address the compensation for pain and suffering as mentioned in my demand letter you only addressed the ticket compensation 

  again I will seek legal action as mentioned if we cannot agree on my request for monetary compensation 
  
  Sincerely,
  
  ********************

  Customer Answer

  Date: 12/27/2023

  There was a guy sitting directly behind us who did have a medical emergency because my mother yelled for help then the attendant asked if there was any medical professionals on board

  1 guy came up and then the guy who had the issue was moved to the back of the plane 

  contact that passenger he was row 11 isle seat behind my husband and for the staff to not document that is beyond belief.

  Again I am seeking monetary compensation as its detailed on the demand letter sent. Complaint wad also filled with the *** who stated a violation did occur and I 5 witnesses who seen this guy vaping 

  please respond by date on demand or I will seek legal action 

  Customer Answer

  Date: 12/27/2023

  There was a guy sitting directly behind us who did have a medical emergency because my mother yelled for help then the attendant asked if there was any medical professionals on board

  1 guy came up and then the guy who had the issue was moved to the back of the plane 

  contact that passenger he was row 11 isle seat behind my husband and for the staff to not document that is beyond belief.

  Again I am seeking monetary compensation as its detailed on the demand letter sent. Complaint wad also filled with the *** who stated a violation did occur and I 5 witnesses who seen this guy vaping 

  please respond by date on demand or I will seek legal action 

  Customer Answer

  Date: 12/27/2023

  Also I will not accept just the ticket miles and refund codes you mentioned as compensation for this near death experience on your flight 

   

  Customer Answer

  Date: 12/28/2023

  This is so bad This is another flight I wonder how this was handled 

  another Violation 

  I wish I had a photo of the Vaping on my flight but I was to busy darn near dying to chemical exposure 

  Customer Answer

  Date: 12/28/2023

  This is so bad This is another flight I wonder how this was handled 

  another Violation 

  I wish I had a photo of the Vaping on my flight but I was to busy darn near dying to chemical exposure 

• Initial Complaint

  Date:12/24/2023

  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.

  Mileage Plan #********* I have flown twice since July. My husband and I flew to *** (KFZMOI) in November (****) and myself and my children flew to Kauai in December. (12/12-12/23)Conf#OCXQQT and Conf#IQAHMU. I have two issues Id like to address:#1: my mileage was cut to 30% for buying saver fares. There is very little info published on saver fares and when I called customer support they even had the timeframe wrong in regards to when the dates moved. I will never buy saver fares again, but Id like to be compensated in full for the mileage lost in the two flights referenced above. I would have been MVP if I had been credit for full mileage traveled.#2: en route home today there was a radio failure over the Pacific. We go diverted back to *** and were still sitting on the tarmac. Our original departure was three hours ago. While I know that its your duty to keep us safe and the pilot was extremely apologetic, the flight attendants did nothing to alleviate the situation or make things easier. We havent even been offered water and drink service never happened in the air. I gentleman near me pressed the call button and he was promptly yelled at by a flight attendant and told this is an emergency! And was told to sit down multiple times because they were busy opening a door. We were on the ground safe, but her demeanor caused my autistic son to freak out and become frightened. This by far was the worst experience that Ive ever had on Alaska!

  Business Response

  Date: 12/26/2023

  
  
  
  
  
  
  December 26, 2023
  
  
  Dear ********,
  Thank you for your email to the Better Business Bureau regarding your mileage credit and flight from ***** to ***********'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 that you were disappointed when you found that you only received 30% of your actual miles flown due to booking a Saver Fare and that because of this you did not make MVP status. You said that there was very little information on our website regarding this and that the agent you spoke to had a hard time finding out when this change occurred. When booking travel on our website you will be given the option to select a Saver Fare, Main cabin or First Class, depending on availability. When you select the Saver Fare a box will pop up advising you of the restrictions of our Saver Fare compared to our Main cabin fares and does show the fare rules as shown below.
  
  Passengers are allowed one carry-on and one personal item. Overhead bin space is on a first-come, first-served basis. Elite Mileage Plan passengers keep elite boarding status.
  Elite members do not receive preferred seating benefits. For tickets booked on or after May 22 2023, elite members are eligible for same-day upgrade benefits with Saver fares 2 hours prior to departure. On all fares including Saver, elites receive bonus miles, baggage allowances, check-in benefits, and priority boarding. All other Saver fare rules and restrictions apply to MVP members.
  Our 24-hour cancellation policy applies to all fares. When cancelled, Saver fares are eligible for a credit of 50% of the ticket value when canceled at least 14 days prior to departure of the first flight on the ticket. Otherwise Saver fares may not be changed or cancelled.
  For tickets booked on or after May 22 2023, Saver fare guests earn miles at a rate of 30% of Main Cabin fares.
  Saver fares cannot choose seats. Seats will be assigned to you at the airport.
  So, because we do advise that our guests only earn miles at a rate of 30%, additional mileage credit cannot be offered. I am very sorry for any inconvenience this may cause and I sincerely appreciate your understanding in this matter. Additionally, your feedback regarding our website has been shared with our Development Team for their review.
  
  I regret that your flight was diverted to ******** due to a mechanical issue causing you to have to wait onboard for a little under one and half hours. I understand your disappointment in arriving to your destination later than anticipated and I am truly sorry for your experience. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.
  You also mentioned that our Pilots were extremely apologetic about the diversion but our Flight Attendants did not offer water during the delay and that they yelled at one of our passengers to sit down. We are committed to providing the best possible customer ********************** during mechanical, weather or Air Traffic Control (ATC) delays. In the event your flight is held on the ground in excess of two hours, we will maintain a comfortable cabin temperature, and provide access to food, water and onboard lavatories, subject to safety, security, and ATC-related reasons. In the event we are unable to provide food, water, or access to lavatories for safety, security, or ATC reasons, we will let you know. Prior to three hours waiting onboard the aircraft on the tarmac, if possible in a safe manner, we will allow passengers off of the aircraft by an alternate means. I do see that your aircraft was on the ground in ******** for one hour and 24 minutes. I am so sorry for the inconvenience and frustration this may have caused you and your family.
  
  With that said, our Flight Attendants should never be yelling at our passengers and should always be communicating in a respectful tone and manner. You have my apologies that you had to witness another passenger getting yelled at and I would like to assure you that your concerns have been shared with our Inflight Supervisor for their review.
  
  In your email you said that even after your flight had departed ******** our Flight Attendants did not provide an inflight service. This is very disappointing to hear as an inflight service should have been offered due to the long duration of your flight. You have my apologies for this service failure and this too will be shared with our Inflight Supervisor for their review.
  
  Although a refund cannot be offered as all your tickets were used, I have included four Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.
  
  Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.
  
  *********************************, Discount Code ECSR150CHCJJ505491, in the amount of $150
  
  ***************************, Discount Code ECSR150CWCNJ505492, in the amount of $150
  
  *********************************, Discount Code ECSR150CKCBJ505493, in the amount of $150
  
  *****************************, Discount Code ECSR150CSCFJ505494, in the amount of $150
  
  I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.
  
  Sincerely,
  
  
  
  *****
  Customer Care Representative
  
  
  Reference#: *******

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21052022
  
  I am rejecting this response because: I feel like $150 is not enough compensation for what we endured. You mentioned that we were grounded for 1 hour 24 minutes. That doesnt take into account that our flight time was extended much longer than that. We had flown over the Pacific and then we had to be redirected back to ****** (***) before we were even grounded. We went over 3 hours before we were even offered water! Additionally, we were on board for 9 hours and I went hours without standing because of the flight attendant yelling at the male passenger in my row to sit down! I am now experiencing sharp pain/sciatica. While I agree that safety is a priority, passengers on this flight were treated horribly after we were grounded and safe. The crew should have at least offered some water and given us the opportunity to move aboard the cabin. In my original complaint I also forgot to include my dad and my son. Please provide credit to their itinerary as well.

  *********************/***************************** Conf #OBMGRL
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 01/23/2024

  I opened up complaint #********. I responded with additional information indicating that I felt that the credits should be higher than what was originally offered. Due to the failure of being allowed to get up from my seat. I am now experiencing sciatica in my hip. Your company failed to respond to my response and my complaint was subsequently closed out. If this isnt rectified I will be seeking legal action. In my response to you I also indicated that my father and son were on a third reservation and they did not receive any credit. Their original conf# was OBMGRL. Im including what your original offer was below. Id also encourage you to pull the video of your flight attendant yelling at the passenger by me in my row to see why everyone was scared to move on what took 9 hours to return home. Original offer *********************************, Discount Code in the amount of $150 ***************************, Discount Code in the amount of $150 *********************************, Discount Code in the amount of $150 *****************************, Discount Code in the amount of $150

  Business Response

  Date: 01/24/2024

  
  
  
  
  
  
  January 24, 2024
  
  
  Dear ********,
  
  Thank you for your email to the Better Business Bureau regarding your flight in November of 2023.
  
  In reviewing our records, you reached out to our ************************ and were provided compensation for your experience.  Unfortunately, we are not able to provide you with further compensation.
  
  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:12/22/2023

  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 went online and booked a flight from ******** to *******. I paid for a flight that left ******** at 12 noon and arrived in ******* at 8pm. I am a high school teacher in the middle of exams and incredibly busy. They sent a confirmation on the 14th but they had changed the flight to one that left ******** at 5pm and ******* in ******* at 1am. I had already made arrangements for someone to pick me up at 8pm. I am not going to ask them to pick me up at 1am. The documentation proves my case. There is no doubt that Alaska Airline was just filling the seats of the least desirable flight on that day. I am very careful. There is no chance that I booked that late flight. I never would have traveled that late. Thank you. *****************************

  Business Response

  Date: 12/26/2023

  
  
  
  
  
  
  December 26, 2023
  
  
  Dear *******,
  
  Thank you for your email to the Better Business Bureau regarding your reservation.
  
  I understand that on 12/14/2023 you booked travel to depart on 12/25/2023 at around 12:00pm but when you reviewed your confirmation email you found that your flight was departing at 5:00pm. You said that because of this you feel that Alaska changed your flight after you purchased to fill up seats on a less desirable flight. When purchasing a ticket on our website you will be sent a confirmation email for the flights you selected and purchased. We do not change your flight after your purchase and before your confirmation email has been sent. I am very sorry that you thought you selected a different flight and for any inconvenience this may have caused you.
  
  When reviewing your reservation, I see that you called our *********************** on 12/22/2023 and 12/24/2023 requesting that your flights be changed and or to have your reservation refunded. As advised by our Reservations Agents, because you booked a Saver Fare which is our most restrictive fare a change could not be made to your reservation and a refund could not be offered, as you were 14 days from your flights scheduled departure. Our Reservations agents were correct when advising you of this as the rules and restrictions for our Saver Fares is displayed on our website and when booking your travel. Please see the below the rules and restrictions for our Saver Fares.
  
  Passengers are allowed one carry-on and one personal item. Overhead bin space is on a first-come, first-served basis. Elite Mileage Plan passengers keep elite boarding status.
  Elite members do not receive preferred seating benefits. For tickets booked on or after May 22, 2023, elite members are eligible for same-day upgrade benefits with Saver fares 2 hours prior to departure. On all fares including Saver, elites receive bonus miles, baggage allowances, check-in benefits, and priority boarding. All other Saver fare rules and restrictions apply to MVP members.
  Our 24-hour cancellation policy applies to all fares. When cancelled, Saver fares are eligible for a credit of 50% of the ticket value when canceled at least 14 days prior to departure of the first flight on the ticket. Otherwise Saver fares may not be changed or cancelled.
  For tickets booked on or after May 22, 2023, Saver fare guests earn miles at a rate of 30% of Main Cabin fares.
  Saver fares cannot choose seats. Seats will be assigned to you at the airport.
  
  With that said, a refund of your ticket cannot be offered but as a gesture of goodwill, have included a Discount Code for about 50% of the price of your ticket. To use the code for future travel on Alaska, 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 ECSR250CXCXJ383748, in the amount of $250
  
  Thank you and have a wonderful day.
  
  Sincerely,
  
  
  
  *****
  Customer Care Representative
  
  
  Reference#: *******

  Customer Answer

  Date: 01/04/2024

  Dear BBB, Thank you for your assistance with this case.  The outcome is unsatisfactory. In speaking with others about what happened to me, I have had more than one reliable source confirm that this practice of Alaska Airline, accepting a booking at a certain time and then changing it to a different time hoping that the customer would not complain and just accept it, has happened to them too indicating that it is a standard business practice for Alaska Airlines.  I canceled the flight. They had the opportunity to rebook it. They took my money and offered me something that I could not do.  

  Thank you,

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

  Customer Answer

  Date: 01/08/2024

  Dear Better Business Bureau, Please see the attached file. This is an Alaska Airline documented scam.

  Thank you,

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

• Initial Complaint

  Date:12/19/2023

  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.

  Alaska Airlines does not provide online access to receipts. I cannot access any receipt from my online profile. I need a receipt for my checked baggage fee for my employer. A quick online search reveals Alaska demands that you call their customer ********************** to request any receipt after 48 hours have passed. There is no flight history provided, it has all disappeared. When I logged into the Alaska App, I received a notification saying that my pass trip had been removed from my profile. I think this is an unnecessary burden to place on passengers. Forcing them to call the customer ********************** center, in December, and wait 2-3 hours to speak to someone just to request a receipt. Also, why wasn't the receipt emailed to me after my purchase? It seems that Alaska Air does not want customers to have easy access to their receipts. I cannot even see the flight numbers of the flights which I took just last week. I am a registered Alaska Airlines member and all purchases were made through their website while logged in.

  Business Response

  Date: 12/20/2023

  
  
  
  
  
  
  December 20, 2023
  
  
  Dear ******,
  
  I appreciate that you took the time to contact the Better Business Bureau regarding a receipt for your checked baggage fee. 
  
  This is to verify that ***************************** paid for the following baggage fees:
  Alaska Flight 347 on 12/11/2023 from ***-SEA - 027 ********** - $30.00
  Alaska Flight 340 on 12/15/2023 from SEA-*** - 027 ********** - $30.00
  
  In regards to your flight information disappearing from your app, this is normal.  Once the flights have been completed they get removed.  However, you can log into your MyAccount on our website and view all your prior activity or you can look in your email for your confirmation letter, then enter the information on our website to obtain a receipt.  Due to the sheer number of bags checked, we are unable to issue receipts, however you are always welcome to obtain one via our website or by calling our ************************ at **************.
  
  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:12/18/2023

  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.

  On 8/19/2023 arriving at ****** my suitcase along with my fathers luggage were not on the conveyor belt at baggage claim. I went to the Alaskan baggage claim desk and explained the situation to the representative. The staff member began a claimat 10:10AMand asked if I saw our luggage to the side of the desk or at the oversized claim area? She continued the intake for the claim and I communicated to the representative that we were due to board a ship at our check-in time of1:30PMand that we would be cruising to Alaska over a 7-day itinerary. I communicated that the luggage including very important items such as my 71 year old fathers medications (16 ounces of liquid medication) and BiPAP machine were among the contents of the bags including clothing. It was communicated by the staff member, I believe her name is ***** but I could be mistaken, that I would be contacted should they find our baggage. I responded by letting the staff member know I would wait at the airport for a few hours in case the bags were found. She continued to take my contact information including ship information.During my baggage claim intake there was no offer of compensation, toiletries voucher issued, sense of urgency or apology. The counter staff seemed overwhelmed by the customers they were helping and a few times the staff member I was interacting with referred to her co-worker on advice on how to proceed with some information the she had to complete on the computer. The representative suggested we should continue on to the ship and if found, our bags would be sent to the first port of call which was Sitka, Alaska. I explained concern to the representative about possibly waiting 3 days to reach ***** as my fathers important belongings were needed daily. She said there was not much they could do. While expressing my concerns her supervisor was walking by and she confirmed with him there was nothing more that could be done and said I would be contacted if found. While she was trying to dismiss me, I asked her to explain the timeline on her tablet sitting on the counter. ******* stated she sees the bags were scanned at ******. She checked in the back room and said she did not see anything. I was sent on my way with a claim number (*****-31581694).I called the Central Baggage Claim number found on the brochure that had my claim number written on itat 11:29 AM. I spoke with a representative named ******* who looked into my claim. She said the luggage was found and processed 40 minutes ago. I asked her repeat what she had told me and asked where our bags were. ******* stated it was in baggage claim. I told the representative I was still at the airport and I asked her to confirm if it was at the Alaskan Air baggage claim desk/office and she confirmed this notation. I told **************** would walk over the the claim desk to retrieve our bags. My dad and I were relieved and told him to rest at in the holding area while I walked over to the claim desk to get our bags.When I arrived at the Alaskan baggage claim desk the same staff member who helped me earlier as me and asked why I was back? I explained I called central baggage claims and spoke with ******* that our baggage had been found and processed 40 minutes ago. ******* asked if I saw our bags to the side of the desk or in oversized and I said no. I asked her to look in the back office to which she responded it wasnt there. Below is a breakdown of expenses totaling $3,541.58.NCL $1,865.20 Flight back home via American Airlines $875.80 Hotel Fairmont $489.95 Hotel Fairmont Fees $38.70 Taxi from hotel to ****** $50 Taxi from *** to home $54.95 Taxi from ****** to Fairmont $42 (no receipt)Shuttle from home to *** $59.99 Shuttle cancelation $5 Alaskan baggage fee $60 for both ******* and ******

  Business Response

  Date: 12/26/2023

  
  December 23, 2023
  
  
  *****************,
  
  This is in response to your BBB Complaint #********, I appreciate the opportunity to address your concerns. 
  
  I was disappointed to hear that your luggage was delayed. As our guest, you have every right to expect that your luggage will arrive with you and on time. I am truly sorry that this was not the case for you and your father. 
  
  I was further disappointed to hear that despite being told your luggage was at the baggage counter in *******, it was not there and for your experience with the agents at the ******* Airport. You were correctly advised that your luggage would likely not be able to be delivered until your cruise had arrived in Sitka. Please know that I have shared your experience with the agents in ******* and your luggage delay with our ******* Station Managers for review.
  
  Although I am glad to see you have since been reunited with your luggage,  I am sorry for the extended wait and frustration this has caused you. We know that this experience didnt live up to your expectations and regret that we fell short of delivering the reliable and remarkable service that you expect from us.
  
  Typically, compensation is provided after your luggage has been returned so that we can compensate you for the full length of time that your luggage was delayed. I understand that you have also submitted some expenses for reimbursement. Unfortunately, we do not provide reimbursement for consequential expenses such as hotel stays, taxi fees, shuttle fees, etc. Due to this, we will not be able to provide reimbursement for these expenses. 
  
  Bag fees are typically only refunded in the case of a total loss of your luggage. However, I would like to make the one-time exception to provide a bag fee refund given the circumstances of your claim. Please allow seven days for the fee to be refunded to the original payment method. 
  
  As a customer ********************** gesture, I have included a $100 travel voucher for both you and your father. I know that these vouchers do not take away from your negative experience, but I do hope they are accepted in the manner that they are intended. 
  
  Please reference the appropriate code below at the time of booking. To use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form. 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. Complete Discount Code rules and restrictions can be found online at alaskaair.com.
  
  *************************, Discount Code ECSR100CWCST1400544, in the amount of $100
  
  ***************************, Discount Code ECSR100CKCLT1400545, in the amount of $100
  
  I know that this is not the travel experience you were expecting, and I sincerely apologize. I invite you to join us on a future flight as I am confident that we will provide you with the exceptional customer ********************** that you deserve. 
  
  Sincerely,
  
  
  Catie
  Central Baggage Services
  
  Reference#: 9161609
  Incident#: SEAAS31581694

• Initial Complaint

  Date:12/17/2023

  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.

  We are upset with our Alaska airlines experience & we havent left the airport Several months ago my mother (80yrs) booked a flight from ******* to ** early in the morning first class About a month ago she was reviewing her purchase with a representative on the website phone and was informed that the flight had been canceled (she does not have email) so she rebooked on a later flight & the representative stated that she should enjoy the first class lounge when she gets to the airport. Last night I called in double checking that her wheelchair was noted and meals had been reserved. Again the Alaska airlines representative reaffirmed that we could utilize the first class lounge and recommended that we arrive 3-hours early & enjoy the lounge if we had no problems with our luggage and going through security. We even talked about how the wheelchair service worked from the lounge to the gate. Then we got to ************** . The lounge no longer provides lounge access to first class passengers, unless their flights are over **** miles (sea to PV is **** miles) So here we are at ****** didnt eat breakfast before we left, didnt pack a meal from home, was told she should have read the disclaimer on their website (no email no computer & paid extra to book with a representative and have her ticketing information snail mailed). Customer ********************** via the phone is closed on sundays and representatives of Alaska air at the airport will only say that the lounge is a contracted service and not Alaska air

  Business Response

  Date: 12/19/2023

  
  
  
  
  
  
  December 19, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding your recent flight. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.
  
  So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with your confirmation code and/or ticket number. 
  
  As always, thank you for flying with us. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

• Initial Complaint

  Date:12/14/2023

  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 flew on flight **** on 11/9/2023. My 3 year old son's checked luggage was lost on our direct flight from ******* to LA. I immediately went to the baggage desk and strictly followed all instructions. I was told at that time the bag would be on the next flight and would arrive within 3 hours. I proceeded to go to my accommodations for our vacation and wait for the bag. I received no update and despite numerous calls throughout the rest of the day and night, the bag never came. My son was missing his nebulizer and was up most of the night with difficulty breathing and sleeping. It was utter h*** By the morning of 11/10 I called the central baggage office and explained the bag had disappeared with no update. By that time, the baggage desk in LA had apparently handed the bag to a third party handler with no contact information.I was told to purchase what I needed to and keep the receipts. The bag contained all of my son's belongings including his travel crib, all his clothes, nebulizer, etc. He had no clothes to wear that morning because he had soiled his only ones he was wearing during all of the stress.I made purchases on 11/10 to replace what I needed for my son. Some items I was able to by in person, some I ordered online with same day delivery. I received all items on 11/10.The bag was dropped without notice around 10pm on 11/11 and we flew home early on 11/12. Therefore the bag was useless to us for this trip. Regardless, the bag was returned damaged and the contents soaked inside. I documented all of this carefully and submitted a claim to Alaska.On 12/13 Alaska informed me that, of my claim for $3080.74 which was completely covered by their baggage policy and confirmed by their representatives during multiple phone calls, they were granting a reimbursement of $301.62.This is completely unacceptable and I will not accept a ***** less than the full amount this mistake and damage caused by Alaska Airlines caused me.

  Business Response

  Date: 12/26/2023

  December 22, 2023
  
  
  Dear ****,
  
  This is in response to your BBB Complaint #********, I appreciate the opportunity to address your concerns. 
  
  I was disappointed to hear that your luggage was delayed and when it finally arrived it was damaged. As our guest, you have every right to expect that your luggage will arrive with you and on time, and I am truly sorry that this was not the case for you. 
  
  I understand that you are unhappy with the reimbursement that was provided in the amount of $301.62. To ensure your concerns were being handled objectively, I took the liberty of reviewing your file again. Upon the conclusion of my review, I have determined that given the circumstances, I am providing additional compensation in the amount of $1432.15 USD
  
  Based on your file it appears there was an attempt to deliver your luggage on November 9th at 9:00 pm, but the delivery company was unable to reach you. Typically, in this instance, interim expenses would not be covered as they were purchased after the initial delivery attempt. However,  I am glad to see that an exception was made to provide compensation for the first ten clothing items purchased from Target and the blanket. Typically interim expenses are limited to reasonable and necessary clothing and toiletry items.
  
  While I hope your luggage is never delayed again, if a medical device has been delayed please disclose this when reporting the delay as we work with a third-party company to arrange accommodations to ensure your medical needs are met. Our records indicate that no medical devices were disclosed at the time your file was created or while your luggage was still delayed.  
  
  Additionally, included in this reimbursement amount was $100 USD for the damaged luggage. We were not provided with a receipt from the original cost of the damaged luggage, without a receipt for items valued over $100 USD we typically cannot provide compensation. However, I am glad to see that an exception was made to provide compensation in the amount of $100 USD. 
  
  I understand this is not the outcome you expected, and I sincerely apologize. I invite you to join us on a future flight as I am confident that we will provide you with the exceptional customer ********************** that you deserve. 
  
  Sincerely,
  
  
  Catie
  Central Baggage Services
  
  Reference#: 9370742
  Incident#: LAXAS78556160

  Customer Answer

  Date: 01/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and still awaiting payment as indicated in the response by the business.

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

  Customer Answer

  Date: 01/23/2024

  I have waited several weeks and reached out to Alaska directly but have received no response and no resolution per their last message.

  Customer Answer

  Date: 01/23/2024

  I have waited several weeks and reached out to Alaska directly but have received no response and no resolution per their last message.

  Business Response

  Date: 02/03/2024

  
  
  
  
  
  
  January 31, 2024
  
  
  Dear ****,
  
  This is in response to your BBB Complaint #********. I appreciate the opportunity to address your concerns.
  
  I understand that you have not yet received an email with your payment information. Please accept my most sincere apology as we had an internal error occur which caused the delay in your payout. 
  
  I have processed your reimbursement in the amount of $1,432.15 USD for the nebulizer that was purchased. Please follow the instructions in the email you'll receive within 7 days titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days.
  
  We apologize for the inconvenience this has caused you. As a customer ********************** gesture, I would like to provide you with a Discount Code voucher in the amount of $150. Please reference the appropriate code below at the time of booking. To use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form.
  
  ************************* Ghomi, Discount Code (eCert code) ECSR150CJMTF513938, in the amount of $150
  
  We know that this experience did not live up to your expectations. Please know that we value your loyalty to Alaska Airlines as an MVP Gold member and our hope is that you will allow us to demonstrate the high level of service we are known for and that you deserve on a future flight.
  
  Sincerely,
  
  
  ****
  Alaska Airlines
  
  Reference#: 9370742
  Incident#: LAXAS78556160

  Customer Answer

  Date: 02/04/2024

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

• Initial Complaint

  Date:12/13/2023

  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 have attached a more detailed description. I booked a flight on Alaskan Airlines through ****** Travel. The flight was booked on May 4, 2023. On November 30, 2023, two weeks before our flight, Alaska Airlines notified ****** that they were changing the flight. Alaska Airlines had known, or should have known since June 2023, that the flight I had booked no longer flew from ************ to Kauai on Friday. The flight I had booked stopped flying this route in June 2023. Instead of notifying ****** Travel or myself that this flight was canceled, Alaskan Airlines waited until November 30, 2023, to notify ****** Travel. The delay resulted in us being transferred to a terrible Alaska Airlines flight different from the flight I had booked in May 2023. To obtain a similar flight to the one I had booked in May 2023, I had to incur an additional $1489.06 in fees. If Alaska Airlines had notified ****** or me months ago when they knew the flight was canceled, I could have booked a different flight, modified the days we traveled, or canceled our trip for a full refund. The delay in notifying ****** Travel caused me to spend an additional $1,489.06 to attempt to remedy the situation caused by Alaska Airlines' negligence.

  Business Response

  Date: 12/13/2023

  
  
  
  
  
  
  December 13, 2023
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau regarding your upcoming flight to Kauai. 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 in addition to the names of all passengers. 
  
  As always, thank you for flying with us. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 12/13/2023

  The confirmation code, ticket information and relevant information is included on the document I attached with my complaint.

  I booked the trip with ****** Travel.  My flight confirmation number was YWTPNO.  I was scheduled to depart SJC at 7am on 12/15/23 and fly directly to *** on AS 859.  
  

  our return flight was set to leave *** on 12/22/23 at 1:05 pm and arrive at SJC at 8:19pm on AS 844.  
  

  The last minute changes were made on 11/30/23.  Alaskan Airlines flight AS 859 stopped flying on Friday from SJC to *** back in June 2023.  AS 844 stopped flying from *** to SJC in August 2023.  I wasnt notified of the cancellation until 11/30/23.  The delay resulted in me having to incur $1489 in additional fees to find a comparable flight.

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

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

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

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

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

  Customer Answer

  Date: 12/14/2023

  The company asked for more information.  I added the information to the case.  Does this serve as a response or did I need to reject their response to keep my case open?  Its not clear to me if the company receives my response or what the next step is.

  Business Response

  Date: 12/14/2023

  
  
  
  
  
  
  December 14, 2023
  
  
  Dear ****,
  
  Thank you for the additional information.  It was very helpful.
  
  Unfortunately, schedule changes are a common occurrence in the airline industry, as airlines alter their schedules every few months to accommodate seasonal changes in demand. When a schedule change happens, we attempt to find the best alternative arrangements for your itinerary. While we do our best to keep negative changes to a minimum, we understand that our suggested alternative may not work and we will do our best to offer viable options, including itinerary, date or time changes, with no service fee or even a full refund. On behalf of Alaska, I offer my apology for any inconvenience you experienced.
  
  Because your tickets were booked through a third party, it is their responsibility to notify you of any changes.  We send the information to them when it is changed and they are to reach out to you.  My apologies if they did not advise you of the schedule change.  I can assure you this is standard industry protocol.
  
  ****, 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: 12/14/2023

   
  Complaint: 21003219
  
  I am rejecting this response because:

  The response from Alaska Airlines and failure to address the issue raised in my complaint is wholly unacceptable.

  Yesterday, AA asked me for my confirmation information and names of travelers.  I assumed to make a reasonable attempt to determine why it took AA five months to notify ****** Travel or myself that the direct flight I booked with AA fromSan **** to Kauai no longer flew on Fridays.  From reviewing the flight information for the plane I had booked, its clear that beginning in June 2023 AA no longer flew on Fridays directly from ************ to Kauai.  
  

  AA then waited until November *****th of 2023 to notify ****** Travel that this flight had been rescheduled months ago!  This negligent delay in notifyinh ****** Travel of the cancellation of this route and our flight rented in my family having to spend $1,489.06 to book a similar flight.

  If AA had not acted negligently in notifying ****** Travel or myself of this change that happened months ago, I would have surely been able to modify my trip, found an alternative flight, or cancelled our trip.  The delay by AA happened once my trip was non refundable and my only recourse to obtain a similar flight was to spend more money $1,489.06.

  The general claim that flights get cancelled does not address the issue I raised.  I understand flights get cancelled and get delayed.  Thats not what happened here.  What occurred here is AA cancelled a flight and then negligently failed to advise ****** Travel or myself.  ****** Travel specifically advised me that they didnt get notice of this cancellation until November 2023.  This is what I find unacceptable on AA behalf.

  If AA is not going to make this situation right by refunding me the additional fees I had to pay to take a similar flight, I will pursue my matter in a small claims court.

  While a flight cancellation with reasonable notice is customary, what happens here is not.  

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

  Customer Answer

  Date: 12/19/2023

  Its been five days and I have not received an update on my complaint.  What is the next step?  
  

  Alaskan Airlines has denied my refund request.  Is their decision final or is the BBB able to assist me?

  An update would be appreciated.

  Business Response

  Date: 12/19/2023

  
  
  
  
  
  
  December 19, 2023
  
  
  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 compensation nor reimburse you for any costs.
  
  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: 12/19/2023

   
  Complaint: 21003219
  
  I am rejecting this response because:
  
  

  AA offers no compensation for their negligence in failing to timely notify ****** travel or myself of the flight being cancelled in June 2023.  AA failed to notify ****** Travel of the cancellation until 11/30/23.  AA knew or should have known of the cancellation five months ago.  This is negligence and not an acceptable way to treat a customer.
  
  Flight data that is made public confirms that the departing flight I had booked stopped flying the route in June 2023.  The data also shows the return flight stopped flying on the day I had booked in August 2023. 
  

  AA has again failed to explain why they failed to notify ****** travel or myself until 11/30/23.

  If I had been timely notified I could have cancelled my trip, modified the dates or taken some action to minimize extra costs.  But for the failure of AA to timely notify me or ****** Travel, I had to incur $1489.06 to obtain a similar but less desirable flight.  
  

  Offering me no compensation and a generic apology does not make me whole.  I am out $1,489.06 because of the negligence of AA.  I will accept payment in full for the loss I incurred, equal compensation in the form of a flight voucher in that amount or i will simply pursue my negligence claim in the court with jurisdiction over this matter.  If required to do so, my claim will exceed the amount of the demand I am making now. 

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

  Customer Answer

  Date: 01/09/2024

  I do not understand what the purpose of making a complaint to the BBB is if the BBB simply takes no action.  *********** decides it did nothing wrong and that is the end of it....Appreciate all the help....

• Initial Complaint

  Date:12/10/2023

  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.

  On May 2023, I diligently scheduled my travel arrangements with Alaska Airlines for a flight departing ******* to ******* on November 23rd at 10:55 PM, Flight 394, and a return on November 30th at 7:00 PM, Flight 341. This late-night flight was deliberately chosen despite its higher cost due to its suitability for my travel needs.Regrettably, Alaska Airlines canceled the flights I booked and rebooked on different itinerary without communication, leading to an egregious inconvenience and financial repercussions. Instead of my originally booked flights, I was involuntarily placed on Flight 366 departing ******* to ******* on November 23rd at 9:05 AM, a staggering 13 hours and 50 minutes earlier than my initial reservation. Moreover, my return was shifted to Flight 367 on November 30th at 8:29 PM.This significant schedule change was made without getting in touch with me. Consequently, when I arrived at the airport on November 23rd as per my original reservation, I was appallingly informed that my flight had departed earlier, leaving me and my family stranded without any prior knowledge of this alteration. Only after presenting my original booking details, I was reluctantly accommodated on a different flight. However, Alaska refused accommodating in all the travel plan changes due to this.This not only caused considerable distress but also incurred additional expenses in rearranging our plans, disrupting our schedule, and dampening the mood of my entire family, especially the children.Equally disheartening was the dismissive and unhelpful attitude displayed by Alaska Airlines personnel when I sought clarification and assistance regarding this issue. Instead of acknowledging the inconvenience caused by their lack of communication and accountability, I was met with indifference and absolution of responsibility, which only exacerbated the situation.

  Business Response

  Date: 12/11/2023

  
  
  
  
  
  
  December 11, 2023
  
  
  Dear Raman,
  
  Thank you for your email to the Better Business Bureau regarding your flights in November.  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.
  
  Schedule changes are a common occurrence in the airline industry worldwide, as airlines change their schedules every few months to accommodate ever-changing seasonal fluctuations in demand. When a schedule change does happen, our automated schedule change systems go to work to find the best alternative arrangements for your itinerary and make every effort to notify you via email or telephone. Our records indicate that we did send an email to you on August 8th advising of the change. 
  
  While our scheduling agents do their utmost to keep changes that negatively affect our customers to an absolute minimum, there will inevitably be some changes that greatly inconvenience one or more of our customers. In such instances, we understand that our suggested alternative may not work and will do our best to offer viable options, including itinerary date, time changes, or a full refund. That said, I have shared your concerns with our Scheduling and Planning Manager as feedback on the schedule change that affected your itinerary.
  
  Raman, 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: 12/12/2023

   
  Complaint: 20986412
  
  I am rejecting this response because:

  Canceling a flight and calling it rescheduling is not acceptable. Also, as per your response, Alaska air should have made every attempt to ensure that I was informed about the changes. I was not contacted by the phone or text to be informed about such a huge change where flight was canceled.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/14/2023

  
  
  
  
  
  
  December 14, 2023
  
  
  Dear Raman,
  
  Thank you for your response. 
  I do understand how upsetting schedule changes can be, but we did send an email to you on August 8th, as stated in my previous response.  We contact people via the contact information they entered when booking their reservation.  We simply cannot make numerous attempts at advising our customers.  It is highly suggested that you check on your flights at least a week prior to departure.
  
  ********* 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: 12/15/2023

   
  Complaint: 20986412
  
  I am rejecting this response because:

  1. Alaska Airlines continues to refer to the modification in my flight itinerary as a mere "schedule change." However, it is imperative to clarify that the action taken was a direct cancellation of my originally booked flight and an imposition onto an entirely different flight, which significantly deviated from my initial reservation.

  2. Despite Alaska Airlines claim of sending an email notification on August 8th, it is crucial to emphasize that I provided both phone and email contact information at the time of booking. The absence of any communication regarding the outright cancellation of my flight does not align with the standard expectation of timely and comprehensive notifications for significant changes to travel plans.

  3. Alaska Airlines asserts limitations in multiple attempts to inform customers. However, the continual bombardment of same promotional emails between August and November contradicts this stance. The lack of proactive, repeated efforts to communicate such a fundamental change undermines the notion of reasonable attempts to reach passengers.

  4. Throughout the reservation process, there was no indication or disclosure that Alaska Airlines reserves the right to unilaterally cancel confirmed flights without explicit confirmation from passengers. The absence of any mention of such practices absolves me of the responsibility to anticipate abrupt and undisclosed alterations to their travel plans.

  5. The Trip Board's interface on Alaska Airlines' platform, displaying flight details without discernible time information and necessitating multiple interactions to access crucial flight timing details, further exacerbates the lack of transparency. The failure to prominently display alterations in the flight schedule or provide conspicuous alerts regarding itinerary changes is a substantial oversight and undermines passenger trust.

  In conclusion, Alaska Airlines' response fails to acknowledge the fundamental lapse in communication and the resultant distress and inconvenience caused to a loyal customer. I implore ********************** to reconsider its stance and take accountability for the inadequacies in communicating critical changes to passengers' travel itineraries. I seek a satisfactory resolution that includes appropriate restitution for the incurred inconveniences.

  Please consider this communication as a formal request for a comprehensive review and an ******* attempt to rectify this matter in a manner befitting the high standards expected from a reputable airline service.

  
  Sincerely,
  
  Raman Agarwal