Complaints

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

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  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

• 

  Alaska Airlines

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

• 

  Alaska Airlines

  5175 Airport Industrial Rd Fairbanks, AK 99709-4466

• 

  Alaska Airlines

  7250 S Tucson Blvd Tucson, AZ 85756-6949

• 

  Alaska Airlines, Inc.

  2400 John Brantley Blvd Morrisville, NC 27560

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:12/09/2023

  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 paid for roundtrip airfare from *** to SEA for $397.79 on 11/27/2023. E-ticket # *************. Most airlines allow cancellation and some limit it to 24 - 48 hours Monday through Friday. I found out soon after 11/27 that I would not be able to go on the cruise from ******* in June **** so I called to cancel the airfare. I was told I could cancel but the merchant would charge $125. This merchant gets to profit in the amount of $125 without providing any service? I imagine the call was recorded. It took roughly a half hour of my time. I may well choose a different airline to fly from now on.

  Business Response

  Date: 12/11/2023

  
  
  
  
  
  
  December 11, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding your ticket from ******** to *******.   It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  In reviewing your reservation, it appears that you contacted a deceptive travel agency and not Alaska Airlines directly.  We do not charge cancelation fees at all but there are agencies out there who do.  If you ****** "Alaska Airlines" you have to ensure that you are visiting our official site.  Unfortunately, this is a frequent occurrence over the last several years and we are doing all possible to do what we can to stop it.  I am so sorry that this happened to 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: 12/12/2023

   
  Complaint: 20984112
  
  I am rejecting this response because: the airline just gets to wash there hands of the situation.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On date November 2, 2023, we had a flight from ************* to *********. On the flight, we lost the item for an iPhone in the airplane. Shortly after because we marked the phone as lost we put a message on the phone with the phone number for whoever finds it to call us back. Alaska Airlines representative contacted us on the phone and told us that they had found the phone and the item number was ********. They told us to file a loss item report since the item was already found. We immediately filed the lost item report, and to our surprise, its been a month and the Alaska airline has not been able to locate the item. This is not acceptable since the Alaska representative was already holding the item in her hand when they contacted us we have not been receiving any response from customer **********************. We, therefore, require your assistance to escalate this matter

  Customer Answer

  Date: 12/14/2023

  I trust this message finds you well. I am writing to provide an update on Complaint ID: ********. Following our contact with the concerned business, I am pleased to inform you that the issue has been successfully resolved.

   

  In light of the resolution, I kindly request the closure of Complaint ID: ********. Your prompt attention to this matter is greatly appreciated.

   

  Thank you for your assistance and understanding.Complaint ID: ********

   

  Best,

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

• Initial Complaint

  Date:12/04/2023

  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 date November 2, 2023, we had a flight from ************* to *********. On the flight, we lost the item for an iPhone in the airplane. Shortly after because we marked the phone as lost we put a message on the phone with the phone number for whoever finds it to call us back. Alaska Airlines representative contacted us on the phone and told us that they had found the phone and the item number was ********. They told us to file a loss item report since the item was already found. We immediately filed the lost item report, and to our surprise, its been a month and the Alaska airline has not been able to locate the item. This is not acceptable since the Alaska representative was already holding the item in her hand when they contacted us we have not been receiving any response from customer **********************. We therefore require your assistance to escalate this matter.

  Business Response

  Date: 12/11/2023

  December 10, 2023
  
  
  Dear ****,
  
  This is in response to your BBB Complaint Case #********.
  
  Thank you for contacting us regarding your Alaska Airlines flight from ************* to ********* on November 2, 2023.  I can understand your frustration that your phone has not been returned to you and I appreciate the opportunity to address your concerns.
  
  According to our records, we received your cell phone in our Central Baggage Warehouse and Found Report #******** was created on November 15th. The notes in the report state that a text was sent to the number shown on the phone, which was in lost mode, requesting that a Lost Item Report be filed on our website in order to return your item to you. Your phone has been stored in our warehouse until we received your Lost Item Report. I see that Lost Item Report #******** was filed on November 21st, however, the description states that the phone was black. I apologize that the Lost Item Report for your phone was not matched to the Found Report on a timely basis and that you have not been updated regarding your left behind item. For future travels, information regarding Left Behind Items may be found on our website at Lost and found items on flights - Alaska Airlines.
  
  I have confirmed that your phone is being held in our warehouse and an email has been sent to you on December 9th with information regarding ***** shipping options to return your phone to you.  I was pleased to see that we are preparing to ship your phone back to you.
  
  ****, thank you for taking the time to reach out to us.  We value your patronage and look forward to welcoming you onboard an Alaska Airlines flight in the future. It is my sincere expectation that we will exceed your expectations on a future flight.
  
  **********************************
  Alaska Airlines
  
  Reference#: *******

• Initial Complaint

  Date:12/03/2023

  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 December 1st, I had a flight from ********* to ******* (AS741). I had completed the check-in process and attempted to fix a broken zipper on my checked luggage, preventing it from closing. Despite being at the gate, the airline did not make the final boarding call or announce my name. Unfortunately, the flight departed early, and I missed it. Consequently, I had to pay a rebooking fee of $50 for another flight.I had initially chosen an expensive direct flight ticket with nice seats to avoid returning home late at night. However, due to circumstances beyond my control, I had to switch to a later flight, arriving home late in the evening. It's disheartening that the flight left early without a final boarding call, especially when passengers were already at the gate. This lack of communication and responsibility on the airline's part has caused significant inconvenience

  Business Response

  Date: 12/05/2023

  
  
  
  
  
  
  December 5, 2023
  
  
  Dear Jiafeng,
  
  Thank you for your letter to the Better Business Bureau regarding your flight from ********* to ******* on 12/1/2023.  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.
  
  In reviewing your reservation, our records indicate that you were not present at the Boarding Gate 30 minutes prior to departure.  In addition, our agent did make a final boarding call.  It was gratifying to read, however, that she reaccommodated you for a booking fee of $50 when normally it would be a difference in fare that would be much higher.  My apologies, but I am unable to refund the $50 fee.
  
  Jiafeng, 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: 12/05/2023

  I hope this message finds you well. I am writing to express my disappointment and seek clarification regarding my recent experience with Alaska Airlines.
  In response to your letter indicating that I was not present at Boarding Gate 30 minutes prior to departure, I must respectfully bring to your attention that I was indeed at the gate in a timely manner. Regrettably, despite my presence, I did not hear any final boarding call, which subsequently led to me missing my flight.
  I appreciate your acknowledgment that your agent reaccommodated me for a booking fee of $50, considering that the usual difference in fare would have been much higher. While I understand the standard procedures, I believe there might be a misunderstanding regarding the circumstances surrounding my missed flight. I value the high level of service Alaska Airlines is known for, and this incident has left me disheartened.
  Given the unexpected circumstances and the inconvenience caused, I kindly request a reconsideration of the $50 rebooking fee. I believe this gesture would not only rectify the situation but also demonstrate your commitment to customer satisfaction.
  I appreciate your attention to this matter and look forward to a prompt and favorable resolution. Thank you for your understanding.
  Sincerely,
  Jiafeng

• Initial Complaint

  Date:12/03/2023

  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 5/13/22 @ 12:46AM I received an alert from Alaska Air that there was change in service, literally about 7 hours before I had to be at airport. My direct flight on the same day 5/13/22 from ONT to *** was changed from 9:10am (originally arriving at 11:25am) to 6:25pm with a stop in ******* and landing at *** at 10:40pm. I would have lost almost an entire day. I would have had to adjust car rental, hotel, and had another friend joining on trip who's plans would have been altered. Instead I booked a separate flight on Southwest Airlines last minute which was more expensive. After calling Alaska Airlines and talking to multiple people, they issued me a refund of $51.81 and gave me a credit voucher of $250 to be used by 5/2023. On 5/9/23, I used the voucher credit on two one way tickets to/fro OGG from *** for 2/26/24-3/2/24. Total ticket price was $427.93; I paid the difference in cost which was $177.93 after using my credit. Alaska Airlines does not fly to many places and they have haphazard schedules; I finally settled on Maui as I have a package to use there. The timings from *** airport are very challenging as I live about 50 miles away. On 12/2/23 I received an alert for a schedule change that my DIRECT flight now had a layover in ******* and was departing earlier and arriving later. I have another family member also joining me from another location that had coordinated timings with my original fare. I do not feel that I can trust Alaska Airlines to get me to my destination on time and it messes up my adjoining reservations and plans with others, especially as I have hotel reservations already in place and a tight schedule. It was difficult getting credit the first time in 5/22. I do not want another credit from them as they do not have direct flights available to spots I'd visit and their timings and locations are difficult, and this whole situation has been very inconvenient. I request a full refund of the $427.93 for the airfare from Alaska Airlines.

  Customer Answer

  Date: 12/04/2023

  I received yet another message from Alaska airlines that my return flight also has changed and is now arriving back to *** at 11:44pm. This is more than an hour late and a late time for to arrive at *** as a solo traveler. 
  This unpredictability in schedules from Alaska Airlines is very inconvenient and affects all other travel plans. 
  I would for sure like a refund. 

  Business Response

  Date: 12/04/2023

  
  
  
  
  
  
  December 4, 2023
  
  
  Dear Roohe,
  
  Thank you for your email to the Better Business Bureau regarding your upcoming reservation.  It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  I am very sorry but we are unable to refund non-refundable tickets.  We provided you with a Discount Code as an exception and in reviewing your reservation, you contacted our ************************ and received an extension on the Discount Codes.  
  
  It is important to note that schedule changes are a common occurrence in the airline industry.  We will do our best to reaccommodate you for no fees.  However, if that will not work for you, we can certainly refund your tickets.  In this particular case though, because you used Discount Codes, we can only reissue them, which it appears, we have done.
  
  Roohe, 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: 12/06/2023

   
  Complaint: 20950434
  
  I am rejecting this response because unfortunately during this process I've lost time and money trying to rebook and get credit, as well as book tickets from other airlines to ensure I make my trip timings. The credit I received has decreased in value as airfares have been increasing and due to inflation. 

  Upon further investigation, the following occurred: 

  1) On 2/20/20, I booked an Alaska Airline flight to ******** from ******* for trip for 4/10/20 weekend for $215.80. The trip was cancelled due to the onset of Covid. Alaska airline issued me a credit of $200 in March 2021 after I called the airline asking for refund due to Covid situation. Loss of $15.80. 

  2) On 3/15/22, I booked RT flight to ******** from ******* for weekend of 5/13/22. I used the $200 credit and paid an additional $133 for total ticket price of $333. 

  3) On 5/13/22 airline changes my flight about 8 hours before departure so I would be arriving in the evening instead of morning. As I had commitments in place, I booked a one way flight on Southwest airlines. 

  4) After calling Alaska airlines for this inconvenience, I was finally refunded $51.81 on 5/18/22 and provided two credit vouchers, one for $100 and one for $150 on 5/14/22. 

  5) On 5/9/23, I used the $250 vouchers and purchased tickets from *** to/fro Maui and charged an extra $177.93 to make up the difference. 

  6) I received two emails about change in timings for flights. I had to pay extra to book separate tickets for flights on Southwest so I can once again get to my destination on time, as due to my past experiences, am hesitant to rely on Alaska. 

  7) I called Alaska on 12/4/23. Representative said I'd be issued a credit card refund for total I had charged of $177.93 (which I have NOT received as of 12/5/23), and I would be for issued for this time only credit vouchers for $100 and $150. 

  8) I am in a loss of $281.19 (original $333 used for the May 2022 ******** flight minus $50.81 refunded). While I appreciate Alaska's willingness to give me a credit voucher, I do not see myself flying Alaska in the near future. I have flown many airlines during the years, and understand trip timings can change, but I have not had such experiences with any other airline. I request to be refunded the $281.19. If that is not possible then a refund of $250. Keep in mind value of voucher has decreased due to inflation and increased ticket prices. 

  Thank you. 

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

  Business Response

  Date: 12/11/2023

  
  
  
  
  
  
  December 11, 2023
  
  
  Dear Roohe,
  
  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.
  
  As stated in my previous email, we made an exception and issued you a Discount Code which you accepted.  We do not reissue unused Discount Codes and adjust them for inflation purposes.  We are unable to refund the $281.19 you are requesting.
  
  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: 12/20/2023

  Im not satisfied with the decision by the vendor.  

• Initial Complaint

  Date:12/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a plane ticket via Expedia to fly to *****, *******. The ticket was through JAL but the first leg was done by Alaska Airlines. I have attached letters to the airlines and Expedia which will give the details of what occurred. In short, I paid for the first ticket and was then told at the airport that they couldn't find my reservation. I, therefore had to purchase a same-day ticket which cost more than double the initial ticket. Because the fault of this situation lies with either Alaska Airlines or Expedia, or both, I have requested that I be reimbursed for the 2nd ticket which was over $2,000.I sent the letters certified return receipt requested. I received 3 certified returns after a very long time and some weren't even signed. The last letter I sent, I have not received back any certified mail acknowledgements and I have received no further answers either. I am very upset about having paid over $3,000 for a trip that should have only cost $1,058.30. I would appreciate any assistance that you can give me. Thank you.

  Business Response

  Date: 12/04/2023

  
  
  
  
  
  
  December 4, 2023
  
  
  Dear JohnPeter,
  
  Thank you for your email to the Better Business Bureau regarding your flight from ******* to ******* connecting to ***** Airlines for ****************** reviewing your reservation and the documentation you sent, I do see that you took the ******* to ******* flight but there was no other flight on your reservation. Your confirmation from Expedia clearly shows that your flight from ******* to ********* connecting to ***** was on it's own reservation and ticketed on ***** Airlines.  The ******* to ********* flight was operated by Alaska Airlines but our agent was not able to find the reservation.  You will need to contact Expedia as to why.  You should have been provided both a ***** Airlines confirmation code and an Alaska Airlines code.  
  
  JohnPeter, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 12/08/2023

   
  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.  However, if the other company involved does not take responsibility, I may reopen this complaint.
  
  Sincerely,
  
  Johnpeter (jp) ********

• Initial Complaint

  Date:11/28/2023

  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 bought 5 airline tickets from ********* to *** on Alaska Airlines on a red eye flight (11-26-23). My one daughter returned early on another airline and we were going to try cancel the ticket on Alaska, but we would have only received half the ticket price, so we decided to keep the seat as our other two daughters would be in that row and have an extra seat to sleep in. When we boarded the flight, we were told that we couldnt have the seat we paid for and they put a stranger in that seat. They also told us we wouldnt get our money back. I find that when you purchase something it is yours. If the business decides to take it back, then they should refund your money regardless of what the fine print says. It is not right that they have their cake and eat it too. If they want my seat, they should pay for it, as we were on the flight. If they decide to use it, They pay me. This is capitalism. What they did is robbery. It may be their plane, but I received nothing for my money spent on a seat that I wanted to use. They took it back and used it for someone else. That is double dipping. I am irate and would like a full refund for the seat. NO CREDIT-THEY HAD THEIR CHANCE FOR THAT. The resolutions rep said they couldnt do anything, when we called them today (11-28-23). I would like them to pay me for my seat. So they owe me $348.90. Thank you.

  Business Response

  Date: 11/30/2023

  
  
  
  
  
  
  November 30, 2023
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau regarding your recent flight from ********* to *** on 11/26/2023.  
  
  In reviewing your concerns, I see that you contacted our ************************ so I took the liberty of reviewing the notes in the case.  After a thorough review of the notes and your tickets, our agent was correct in what she advised.  For your reference, I have included a link to the terms and conditions of our Saver Fare:
  *******************************************************************************
  As a one-time exception, I am happy to provide you with a Discount Code in the amount of $175 (50% of the value of the ticket) and have included it below.  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 ECSR175CHCWP037103, in the amount of $175
  
  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: 12/01/2023

   
  Complaint: 20929624
  
  I am rejecting this response because I want a full refund.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/07/2023

  
  
  
  
  
  
  December 7, 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.
  I do apologize, but we are unable to provide a refund of your tickets for the reasons previously explained to you.
  
  I would like to once again apologize for your travel experience with us. It is always our desire to exceed the expectations of our customers. In an industry where customer ********************** is a key feature, this is a necessity. Without customer feedback such as yours, the opportunity for improvements would not be as dynamic. Alaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20929624
  
  I am rejecting this response because I want a full refund:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/25/2023

  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.

  As a passenger of flight 741 on Nov 25, 23, I can tell the airline obviously overbooked.They send out emails seeking volunteers to change into later flights for 250 credit. What they dont do, is indicating the possibility of the delayed flight.Without proper info and the over-the-limit overbooking, most of the passengers had to suffer the ridiculous 4-hour delay. For myself, my entire travel plans have to be modified.

  Business Response

  Date: 11/29/2023

  
  
  
  
  
  
  November 29, 2023
  
  
  Dear *****,
  
  Thank you for sharing your email to the Better Business Bureau regarding your flight 741 on November 25, 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.
  
  My apologies that your flight was delayed for mechanical reasons.  Although we send out an offer to our customers asking if their schedules are flexible it is not always due to an overbooking situation.  There are many other reasons such as possible weather issues on the day of flight that will cause weight and balance issues that could result in denied boardings.  Your flight was delayed purely due to mechanical reasons and nothing else.  
  
  Yihan, 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:11/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight to *** on June 19, 2023 (Conf. NWZTXF) and at the time of booking paid a small upgrade fee for a premium economy seat. On November 16, 2023 I called to change our seats to First Class seats and paid the upgrade fee and had the old fee I paid for the upgrade to premium economy refunded to my credit card (method of payment). On November 17, 2023, I called back and changed the seats from First Class back to my premium economy seats, but when they refunded the difference they put it in my Alaska wallet and not back to my original method of payment. I called and spoke with two reps (the last being ******) who continually advised that the ticket was non-refundable, which I agree, if I am canceling my ticket or fare, but this is ************* in cabin and the $2800 should be refunded back to my original method of payment as they did previously on the cabin change.

  Business Response

  Date: 12/11/2023

  
  
  
  
  
  
  December 11, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding confirmation code NWZTXF.  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 and the notes from our reservations agent you spoke with, you were advised correctly.  Premium seat upgrades, are considered a fee.  What you did was change the type of ticket you had purchased.  My apologies, but I am not able to refund your ticket back to the original form of payment.
  
  *****, 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: 20911780
  
  I am rejecting this response because: Alaska basically copied and pasted the same email response they sent me directly when I spoke to them.  As I advised, they continue to make the claim that the change in class is non-refundable, yet when I upgraded from premium economy to first class, they refunded the upcharge for premium economy back to my card, so their information is not accurate.  Additionally, I understand the ticket is nonrefundable if I cancel the flight, but this was not a cancelation of the flight, this was a cabin change.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/14/2023

  
  
  
  
  
  
  December 14, 2023
  
  
  Dear *****,
  
  Thank you for your response.  
  
  Unfortunately, there is a difference.  An "upgrade fee" is just a fee, which can be refundable if not used.  Changing the ticket from one fare basis to another is reissuing the entire ticket.  If your ticket is non-refundable, you receive a residual value certificate, not a refund.  I realize this is complex but it is industry standard.
  
  *****, 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: 20911780
  
  I am rejecting this response because it's an insufficient response to my problem. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/22/2023

  Type:Delivery 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 requested a status match under Alaska Air's offer to Delta elite members. Under the advertised terms of their offer, they were to match my status of Delta Platinum Medallion to MVP Gold 75k for the **** calendar year. I received an email today saying they are offering me MVP status through February **** with the challenge to fly 5k miles before then to retain this status. This is not the terms of what they offered, as it is not the status level and it is not a outright match through ****. I reached out to customer ********************** and they refused to help, providing boilerplate responses. I would like Alaska to explain why I received the wrong offer.

  Business Response

  Date: 12/05/2023

  
  
  
  
  
  
  December 5, 2023
  
  
  Dear *******,
  
  Thank you for your email to the Better Business Bureau regarding your status match.  I reached out to the department responsible for processing this.  You should be able to see your 75K status immediately.  My apologies for the delay.
  
  *******, 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: 12/05/2023

   
  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,
  
  *******************************