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

  108 5000 Miller Rd Richmond, BC V7B 1K6

• 

  Alaska Airlines, Inc.

  2400 John Brantley Blvd Morrisville, NC 27560

• 

  Alaska Airlines

  1423 Cannonball Trl Yorkville, IL 60560-4542

• 

  Alaska Airlines, Inc.

  3211 Grant McConachie Way Richmond, BC V7B 0A4

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:11/06/2023

  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 recently flew on Alaska. I bought the upgraded main cabin seating so I can select my own seat. Right before we boarded they bumped us to the very last row of the plane. Of course I was not happy about paying extra to select my seat, then getting kicked to the very back next to the bathrooms for a 5.5 hour flight. I asked if they could refund the difference between the saver and the main cabin since I did not get to select my seat as advertised. They said no. I understand that they have to move people around because of weight, but I paid for something that I did not receive. The refund should be automatic or their website should make it clear that you can pay to select your own seat but they may change it. I would also like a refund on the difference between the saver and main cabin ticket cost.

  Business Response

  Date: 11/07/2023

  
  
  
  
  
  
  November 7, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding your recent flight from **** to *********.
  
  My sincere apologies that your seat was changed due to weight and balance issues.  I do see that you reached out to our ************************ and although they could not offer a partial refund for you, they did provide you with a $75 Discount Code which is appropriate for the situation.  Again, my apologies.
  
   As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20834802
  
  I am rejecting this response because your website clearly states that you are able to select your seat with the main cabin upgrade. I paid for a service I did not receive. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I have scheduled a connecting flight that lasted more than 15 hours. My baggage wasn't given until the last stop which I realized when arriving and upon opening the baggage all my clothes had a humid smell, it was wet and messy, some things were missing. I'm very frustrated by this experience which I never had with any other airlines. As a first time traveler with Alaska airlines, I liked the customer ********************** but, the way my baggage was treated was horrendous which makes me have a bad image of the company. Instead of completing my duties and important things for the day, I had to spend time washing, drying and folding all my clothes again, spending time and money on this. I have no idea why would someone do this to someone else's belongings and make them go through the inconvenience of redoing all of this again. This is inappropriate and if you understand the inconvenience I had to go through. I arrived to my destination so tired and ready to complete priorities but, instead I went to bed very late because I had to fix this mess. I'm looking for a resolution since this wasn't the experience I wanted and for the price I paid I expected better treatment for my baggage, I didn't mind that my baggage arrived dirty on the outside but, once I saw the inside I just had to make the complain. Please investigate this incident, I'm looking forward to hearing from you.

  Business Response

  Date: 11/09/2023

  
  November 9, 2023
  
  
  Dear *****,
  
  This is in response to your BBB Complaint Case  #********.  
  
  We appreciate that you took the time to write about your Alaska Airlines flight from ******* to ******* on November 4, 2023.  I was disappointed to learn that your first flight with us was not a positive experience and I appreciate the opportunity to address your concerns.
  
  As an airline that strives to provide exceptional service to our customers, you have every right to expect that your personal belongings will arrive intact at your final destination. I regret that we did not meet that expectation for you. I am very sorry that when you received your luggage your clothing was wet, smelled humid and items were missing from your bag. It was discouraging to know you spent the beginning of your trip cleaning your clothing, causing you to spend time and money. I truly apologize for the inconvenience caused by your baggage experience.
  
  In reviewing your file, our records indicate that your baggage was checked through to your final destination the **************************** with ***** Airlines.  In accordance with industry standards, it is the passenger's terminating carrier who is responsible for handling all baggage claims to conclusion. Although your travel began with Alaska, since you reached your final destination on ***** Airlines, they would be responsible for any compensation or reimbursement related to your baggage. Please reach out to ***** Airlines regarding your damaged baggage claim and missing items.  
  
  *****, thank you for sharing your concerns with us.  I apologize that we let you down after your first flight with us.  It is my hope we will have another opportunity to welcome you onboard an Alaska Airlines flight soon.  I am confident we will demonstrate the award-winning service we are known for on a future flight.
  
  **********************************
  Alaska Airlines
  
  Reference#: 9365106
  
  

  Customer Answer

  Date: 11/15/2023

  Hello, thank you for your prompt response. I called ***** Airlines but, they referred me to call another number so I can proceed with this claim. However, I cant seem to reach them. Is there any way you can help me with this claim. Im having difficulties and its taking some of my valuable time to reach a resolution. I appreciate your efforts and time helping me with this. 

  Customer Answer

  Date: 11/26/2023

  Hello, after carefully reviewing this, I  never got a resolution to my issues. I have checked with the other airlines as you mentioned, spend more of my time to call them and went in person but, no resolution since they couldnt help me. I have missing items from my luggage and damages that were never compensated even when I brought this to your airlines attention within 7 days. The only time that was raining was when I was in *******. Im not sure if thats when all my belongings got wet and some of my items went missing. This is why I requested to investigate what happened to my belongings. Not only that, I have receipts of the missing items but, the airlines denied responsibility and still dont want to compensate for this. Unfortunately, I had a lasting negative experience with your airlines since nothing was done about this claim, I never expected that to happen. 

• Initial Complaint

  Date:11/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sun, Aug 13, ******************** Flight **** ****** ***** MAX ******** ******************** double charged me for my bag. Also the attendant at the ********** was rude. She had me call a help line myself instead of HER calling and helping. I stood in front of her dialing the number on my cell, on my dime. Why do they pay her then? She had an attitude. It was stressful enough because we were trying not to miss the flight, and to have her rude attention. She was not polite or nice or helpful. She ended up passing my (without a ticket) and my moms luggage first. Then when I was able to buy a ticket online (because she couldnt do it herself), when we told her she checked in the wrong luggage, she charged me again for my luggage. So disappointing. Even an attendant upstairs told me that the attendant downstairs was supposed to do it, not me! It was added stress. This could have been worse if I had a medical condition. She should of done her job.

  Business Response

  Date: 11/07/2023

  
  
  
  
  
  
  November 7, 2023
  
  
  Dear ****,
  
  Thank you for your letter to the Better Business Bureau regarding your flight on August 13th.  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, I was unable to find that you had been charged twice for your baggage. If you can provide me with the ticket numbers for both charges - they would be on your credit card statement and start with a 027, I will see what I can do for you.
  
  In addition, it appears the issue with your flight was due to a misspelling of your name.  Our agents at the airport are unable to sell tickets anymore, they advise our passengers to contact Reservations.  My apologies, however, if she was unkind or rude when advising you of this.
  
  ****, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 11/07/2023

  Your boarding passes
  Confirmation code: HHKGJS
  

  Confirmation code:
  ICHWLJ
  
  
  Alaska
  Flight 1416
  Boeing ***** MAX ****************************************************** , ************************ Aug 13
  11:45 PM
  ***
  ********, **
  
  Mon, Aug 14
  04:31 AM
  GDL
  ***********, ******
  
  Alaska
  Flight 1417
  Boeing ***** MAX ****************************************************** , **************************** no the issue was NOT with buying a new ticket. I was the one that initiated that, not the rude attendant.

  The issue was that she was having ME call to fix my last name INSTEAD of HER assisting.  even Another attendant upstairs said the same.m

  pleaae send a refund for the double charge $30

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20815634
  
  I am rejecting this response because: I shouldnt have to pay twice for a single service
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 11/07/2023

  ************* Ticket 

  Customer Answer

  Date: 11/07/2023

  Name:  
  *********  **********;
  
  **# :  
  
  I was charged TWICE for the $30 luggage. They only held two luggage check ins. Please refund.

  
  E-Ticket:  
  0272345007925
  30A  Documents are not valid for travel 
  Name:  
  *******  **********;
  
  **# :  
  
  
  E-Ticket:  
  0272345008212

  Business Response

  Date: 11/13/2023

  
  
  
  
  
  
  November 13, 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.
  
  As stated in my earlier response, I was unable to find that you were charged twice for your luggage.  You will need to provide me with the ticket numbers for them.  They start with a 027 followed by nine digits.
  
  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: 11/14/2023

   
  Complaint: 20815634
  
  I am rejecting this response because:

  E-Ticket:  
  0272345007925
  
  E-Ticket:  
  0272345008212
  
  
  also, no the issue was NOT with buying a new ticket. I was the one that initiated that, not the rude attendant.
  The issue was that she was having ME call to fix my last name INSTEAD of HER assisting.  even Another attendant upstairs said the same.m
  pleaae send a refund for the double charge $30
  
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/30/2023

  
  
  
  
  
  
  November 13, 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.
  
  Although the numbers you gave me were not for a baggage fee and I was unable to locate a duplicate baggage fee, I have made the exception and requested a refund of one of the baggage fee charges.  You should see a credit within 7 business days.
  
  Thank you for writing.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

• Initial Complaint

  Date:10/31/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 my experience on 10.29.2023, when both my friend and I were involuntarily bumped from an overbooked flight. My confirmation code is LRWHJM, and my friend's confirmation code is OJQKCO.Upon reaching the gate, we were the last two individuals to check in. The gate agent informed us that we would have to wait for volunteers to give up their seats. When no volunteers came forward, we were involuntarily denied boarding. Adding to our frustration, our flight was rescheduled to the following day, resulting in a delay of over two hours. The gate agent failed to specify the nature of the compensation, merely stating it would arrive via email within 24 hours. To my astonishment, on the second day, I found I had received airline credits, an unacceptable form of compensation I never agreed to.What's more troubling is that the gate agents inputted a misleading note into the system indicating that I had voluntarily changed my flight. This is unequivocally untrue. I was never assigned a seat, making it impossible for me to have voluntarily given up something I never possessed.According to the ********** of ************** (DOT) regulations, due to the length of our delay in reaching our final destination (over two hours), we are *********** 400% cash compensation. I am deeply concerned about the misleading practices and lack of adherence to DOT guidelines. I demand the rightful cash compensation for both of us as mandated by the **** and I trust that the BBB will ensure passengers' rights are protected and upheld.

• Initial Complaint

  Date:10/31/2023

  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 checked an ***************** K4 hunting backpack in ******* through direct to ******. At baggage check, I secured all straps on my new pack (purchased 9/21/2023, never worn prior) and turned the bag to Alaska's baggage agent. When I arrived in ******, I retrieved my bag from the baggage carousel and found that the hip belt strap had been cut off. I tried to file a claim at the airport, but was referred to Alaska's website. I filed a claim (attached) and shared emails with Alaska over the last two weeks. They have claimed that they are not liable for the damage despite the *** website clearly highlighting that Alaska Airlines' contract of carriage cannot excuse them for this acute strap damage (not normal "wear and tear"). They have refused to resolve my concerns to replace bag or coordinate and compensate a repair for their negligence. Instead, they encouraged me to facilitate repair at my own expense, submit a copy of the receipt, and they may decide at their discretion whether or not to provide compensation with no guarantee. I am seeking support from the BBB to help enforce the requirements to address this airline damage liability.

  Business Response

  Date: 11/06/2023

  November 3, 2023
  
  
  Dear **************,
  
  This is in response to your BBB Complaint Case # ********. 
  
  Thank you for taking the time to write about your baggage experience after your Alaska Airlines flight from ******* to ****** on October 12, 2023. From what you have described, I certainly acknowledge that this has been a very frustrating experience for you and I appreciate the opportunity to address your concerns.
  
  Please accept my sincere apology that your hunting backpack was damaged while traveling with us, especially since you took the time to secure the straps on your new backpack prior to checking it in.  I am sorry that your backpack was damaged and that you felt that we had been negligent in handling your bag.  As previously advised, Alaska is unable to assume liability for damage to protruding parts of Checked Baggage, including straps, during ordinary baggage handling.  Please refer to our website for more information under Rule 15.N.1. at Contract of carriage - Alaska Airlines.  While we are unable to provide replacement or compensation for your case, we would be happy to make an exception to reimburse the repair of your backpack.
  
  According to the notes in your file, you were advised in a previous email that we would be happy to reimburse the repair cost of your backpack and requested that you submit your receipt for review. Based on your location, I have taken the liberty to reach out to a our third-party vendor luggage repair shop regarding your backpack.  While you may choose to take your backpack to a repair shop convenient to you, if you would like to take your backpack to our third-party vendor repair shop located in *******, we would be happy to provide you with their contact information and arrange for the repair. Please reply to this email advising us of your preference for repair.
  
  ****, thank you for reaching out to us.  I am very sorry that your hunting trip did not end the way you anticipated.  We value your loyalty as an MVP and look forward to the opportunity to welcome you onboard another Alaska Airlines flight again soon.  It is my sincere expectation that we will demonstrate the remarkable service you expect and deserve on a future flight.
  
  **********************************
  Alaska Airlines
  
  Reference#: 9304108
  Incident#: DENAS01402690

  Customer Answer

  Date: 11/13/2023

   
  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. Alaska Airlines has confirmed that they will now cover the repair costs associated with the damage to my new bag. I still have concerns about the legality of their Contract of Carriage which attempts to exclude liability for damage to straps. I will open a new complaint in any future cases where Alaska does not agree to take exception to their policy and comply with ********** of ************** requirements.

  Thank you for your help in resolving this issue.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am getting the run around. Reservations tells me to work with ************** ************* tells me to work with reservations. All notes are in reference to customer reference number *******.

  Business Response

  Date: 10/30/2023

  
  
  
  
  
  
  October 30, 2023
  
  
  Dear *******,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding your upcoming flight.  My apologies for the confusion.  
  
  What our agents in ************* have been advising is correct.  ************* only handles post-flight issues.  Reservations handles everything that is pre-flight.  Please call them again and ask for a "Lead" who will try to find alternate flights for you if available.  They can be reached at **************.
  
  Sincerely,
  
  
  
  ***********************
  ************* Specialist
  
  
  Reference#: *******

• Initial Complaint

  Date:10/23/2023

  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.

  Purchased a package deal through a 3rd party website, Expedia, to ******* ****** for the dates of August 16th-22nd. A week prior to our trip the tragic **** fires had spread all throughout the island and was all over the news. The following day we made the decision to cancel our trip as of course this was a safety issue and ******* was completely destroyed. I contacted Expedia and using their online chat feature and was able to get connected with an Agent who told us our trip would be refunded for everything, the flight, hotel, and car rental. A few weeks after we noticed our car rental and hotel was refunded however we were missing a large chunk of the finances which we later realized was from the flights, which were through Alaska Airlines. I contacted Expedia twice and was told both times that we would need to contact Alaska Airlines as it was out of their hands. I spoke to two agents from Alaska Airlines. The first was customer support who I chatted with via text. This agent could not find our tickets at all, not even with our confirmation number/flight details. He urged me to call Alaskas Customer Support line as they have a seperate system to find flights and the issue could be that it was bought from a 3rd party. After speaking with a representative from Alaska Airlines customer support, she was able to pull up our booking information and saw that it was cancelled but could not pull up anymore details and she said that this was due to us buying the tickets 3rd party. I asked her if there is anyway we could get a refund as we were told we would and along with that, I explained the reason for our cancellation as our flight, which was going to *******, **, would have been cancelled within the next few days anyway. She told me that there was nothing they could do and most likely nothing the 3rd party site could do either. Considering the circumstances of the fires and the timing of our trip, I believe we should be qualified to get our flights refunded.

  Business Response

  Date: 10/24/2023

  
  
  
  
  
  
  October 24, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding the package you purchased with Expedia.
  
  I am so sorry for the trouble you are having.  In reviewing your reservation and tickets, our records indicate that Expedia refunded the tickets.  We are not holding any funds of yours.  You will need to contact Expedia.  If it helps here are the ticket numbers that are showing in refund status:
  Derya Kanberagaoglu - 027 8010153078
  *************************************** - 027 8010153079
  ******************************************* - 027 8010153077
  
  Derya, 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:10/22/2023

  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.

  Alaska Airlines has not been able to deliver my third luggage nor can they tell me about its whereabouts despite the fact that I paid $220. I called them yesterday the whole day and no one picked up the phone. Its looks like they're losing passenger luggage all the time. This was my first time flying with them and I am very disappointed. Around 8 pm, I finally got a hold of a representative who couldn't tell me where was my luggage.

  Business Response

  Date: 10/26/2023

  October 26, 2023
  
  
  Dear ******,
  
  This is in response to your BBB Complaint Case #********.
  
  
  Thank you for taking the time to write about your baggage experience after your Alaska Airlines flight from ****** to *********** on October 20, 2023. We place great emphasis on the careful handling of our passengers' belongings. Please accept our sincere apology for any inconvenience this has caused you.
  
  I can understand your disappointment that one of your bags did not arrive at your destination after your flight, especially since this was your first time flying with us. I am very sorry that you were unable to reach a representative at our *********** Baggage Office when you called. The remarks in your file placed by the *********** Baggage Agent state that when you called their office on October 22nd and 23rd you were advised that they had not received your bag and had sent messages to the ************** requesting information as to your luggage.  A review of your file shows that your bag scanned onto your flight departing the ************** but I was unable to locate any additional scans of your bag tag #**********.  I deeply apologize that your bag has not been returned to you.
  
  Our records state that we sent you an email on October 23rd with information to submit receipts for necessary clothing and toiletry purchases made while waiting for your luggage.  For your convenience, you may send copies of your itemized, dated receipts in a reply to this email in JPEG or PDF format for our review.
  
  In order to assist us in our search for your luggage, please complete and e-sign our Statement of Mishandling by following this link within 45 days of the date of loss. Regrettably, we are unable to accept, or process claim forms submitted more than 45 days after the date of loss. When completing the e-signing process, please attach a clear and legible Government-issued photo ID for each person making a claim in the fields provided. You will receive a copy of the completed form to the email address entered during the signing process.
  
  Upon receipt of the completed claim form, we can begin your claim process. To expedite your claim, it is essential that you provide a detailed description of your missing contents. 
  
  Nheena, thank you for taking the time to reach out to us.  We value your business and look forward to hearing from you soon.
  
  **********************************
  Alaska Airlines
  
  Reference#: 9331325
  Incident#: LAXAS86000914

  Customer Answer

  Date: 10/31/2023

  To Whom It May concern,

   

  I hereby acknowledge receipt of Alaskas email.

  I am also requesting the BBB not to close my complaint because I have not rece Any form of reimbursement nor do I have an idea where are my invaluable belongings.

   

  I appreciate Alaska Airlines courtesys email, but the facts are that I travelled from *** to *** then to *** and came back from *** to *** airport with Delta Airlines and Air France without losing any luggage the prior week and day. Its so disappointing that I put si must trust into Alaska Airlines in my first flight and they managed to loose my luggage after I paid $220.00 to have them delivered safely at the airport.

   

  I just submitted 5% of I lost in toiletries by email and I am awaiting for their response.

   

  Best regards 

   

  Nheena Djieuga Tayou.

  Business Response

  Date: 11/02/2023

  November 2, 2023
  
  
  Dear ******,
  
  Thank you for your continued communication regarding your BBB Complaint Case #********.
  
  We have received your request that your case not be closed as you are still missing your luggage. I am very sorry that one of your bags is still missing, especially since you had recently traveled the same route without any baggage issues.  Please be advised that your case will remain open while we search for your luggage and process your claim.
  
  I appreciate that you submitted your receipts for purchases made while waiting for your luggage in the amount of $517.66. We have processed your payment in the amount of $517.66 USD in reimbursement of your purchases. Please follow the instructions in the email you'll receive in approximately one week titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days.  
  
  On October 26th we sent you a Statement of Mishandling Form (SOM) but have not yet received your completed form.  To aid in our search for your luggage, we request that you please complete ******* listing the contents of your bag.  Please note that ******* must be submitted within 45 days of your travel date October 20th. For your convenience, I have attached the email with ******* link at the end of this letter.  
  
  Nheena, thank you for your patience and cooperation while we continue to search for your bag.  We value your patronage and look forward to welcoming you onboard another Alaska Airlines flight in the future.
  
  **********************************
  Alaska Airlines
  
  Reference#: 9331325
  Incident#: LAXAS86000914
  
  
  
  
  October 26, 2023
  
  
  Dear Nheena,
  
  This is in response to your BBB Complaint Case #********.
  
  
  Thank you for taking the time to write about your baggage experience after your Alaska Airlines flight from ****** to *********** on October 20, 2023. We place great emphasis on the careful handling of our passengers' belongings. Please accept our sincere apology for any inconvenience this has caused you.
  
  I can understand your disappointment that one of your bags did not arrive at your destination after your flight, especially since this was your first time flying with us. I am very sorry that you were unable to reach a representative at our *********** Baggage Office when you called. The remarks in your file placed by the *********** Baggage Agent state that when you called their office on October 22nd and 23rd you were advised that they had not received your bag and had sent messages to the ************** requesting information as to your luggage.  A review of your file shows that your bag scanned onto your flight departing the ************** but I was unable to locate any additional scans of your bag tag #**********.  I deeply apologize that your bag has not been returned to you.
  
  Our records state that we sent you an email on October 23rd with information to submit receipts for necessary clothing and toiletry purchases made while waiting for your luggage.  For your convenience, you may send copies of your itemized, dated receipts in a reply to this email in JPEG or PDF format for our review.
  
  In order to assist us in our search for your luggage, please complete and e-sign our Statement of Mishandling by following this link within 45 days of the date of loss. Regrettably, we are unable to accept, or process claim forms submitted more than 45 days after the date of loss. When completing the e-signing process, please attach a clear and legible Government-issued photo ID for each person making a claim in the fields provided. You will receive a copy of the completed form to the email address entered during the signing process.
  
  Upon receipt of the completed claim form, we can begin your claim process. To expedite your claim, it is essential that you provide a detailed description of your missing contents. 
  
  Nheena, thank you for taking the time to reach out to us.  We value your business and look forward to hearing from you soon.
  
  **********************************
  Alaska Airlines
  
  Reference#: 9331325
  Incident#: LAXAS86000914
  

• Initial Complaint

  Date:10/21/2023

  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.

  Hi,My milaege plan number is: 254731083.I purchased **** miles for a total of $118.25 under order number 1349-9882-7640-8737-8055.I purchased these miles in order to bring my balance to redeem an award flight below:9/7/24 JL 60 Class Premium Economy Depart KIX at 5:45pm Arrive *** at 12:30pm However, when i went to complete the purchase, I got an error message.When I called to check on this issue, the reservation agent told me the flight was sold out and alaska airline website was not able to refresh in time and it was a phantom award space. I am wondering if you can please refund my purchase of $118.25 since I had the sole purpose of using the points to book an award flight that was shown as available on the alaska air website, but when in reality, it was not available.

  Business Response

  Date: 10/24/2023

  
  
  
  
  
  
  October 24, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding the miles you purchased via Points.com.  
  
  Although purchased miles are non-refundable, I have authorized an exception to refund this for you.  You should see a credit within 7 business days.
  
  *****, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 10/27/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:10/20/2023

  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.

  Claim number from AA - ******** I flew to ******* from ********* on August 2, 2023. Unfortunately, I left my purse on the plane when I arrived in *******.. I filed all the necessary paperwork, etc. etc. Though it took a week to locate it in their warehouse, I did get it back. The text they sent me listed everything that was in the purse, including the cash. After I paid $30 to get it back, another complaint, I found that the cash they had told me was in there, was not. I immediately called to inquire about this and for 2 days, I got no reasonable explanation. I also never had anyone call me back as they said would be done. Finally, frustrated, I was told that it was probably in the safe - that they do that with any money found, then match it up with found item. The warehouse was supposed to check that and get back to me, which never happened over the period of several days. I finally was able to talk with a supervisor, ****, who gave me the same story and said she would personally see to it that the safe was checked for the cash and call me back. She failed to do that as well. I was getting too angry to call back yet again, but need this resolved. Everyone dropped the ball on this and didn't seem to care. That was extremely poor customer ********************** and should not be tolerated. Something happened to my cash between the time they found the purse and mailed it out via Fed Ex. Apparently no one wanted to admit it couldn't be found and thought I would just go away quietly. That certainly isn't the way I would handle a customer complaint and I will reconsider using Alaska Airlines again. My son uses you often when coming home to ********* as it is a non-stop flight. We will be looking at alternative airlines to use from now on. It's evident that you can't be trusted to follow through.

  Business Response

  Date: 11/01/2023

  October 26, 2023
  
  
  Dear *******,
  
  This is in response to your BBB Complaint Case # ********.
  
  Thank you for writing about your experience surrounding your Alaska Airlines flight from ********* to ******* on August 2, 2023.  It is clear that this has been a frustrating experience for you and I appreciate the opportunity to address your concerns.
  
  I can understand your concern after your left your purse on the plane.  We appreciate that you filed a "Lost Item Report" on our website describing your left behind items. When passengers leave items behind after their flight, the items may be turned in to an agent by our flight crew, other passengers, or our cleaning staff.  All items are recorded when received, secured by the Baggage Office and sent to our Central Baggage Warehouse.  A "found" report is created for each item and a search is conducted to locate a match for each item.  If cash is found in the item, the cash is secured in a safe until a match is made.  According to the remarks in your file, $11.47 cash was found in your purse and was placed in the safe.  I was thankful to see that your report was matched and your purse was returned to you via ***** on August 8th. 
  
  I regret that you were dissatisfied that you were required to pay $30.00 to have your purse returned to you via *****.  I would like to let you know that we also offer the option for passengers to pick up their items at our warehouse near the ******* Airport.  
  
  I am very sorry that you needed to repeatedly call our office for information regarding your missing cash. When lost items are located, we make every attempt to return the items to our passengers intact and on a timely basis.  It was discouraging to know that you felt that we failed to resolve your case and were uncaring that your cash was missing.
  
  I truly regret that you did not receive the return phone calls that you were advised that you would receive.  As a gesture of apology that we fell short of providing you with the customer ********************** you expected, I am including a Discount Code 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 ECSR50CWCYW1288596, in the amount of $50.00.
  
  I have taken the liberty to reach out to a supervisor to locate your cash.  I am happy to report that your cash has been located and will be sent to you via *****.  I am very sorry for the frustration surrounding your missing cash.
  
  *******, thank you for reaching out to us.  We value your patronage and are thankful to learn that you and your son enjoy our non-stop service between ******* and *********. It is my hope we will have the opportunity to welcome you onboard another Alaska Airlines flight in the future, as I am confident we will demonstrate the remarkable service you deserve.
  
  **********************************
  Alaska Airlines
  
  Reference#: *******