Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

617 total complaints in the last 3 years.
202 complaints closed in the last 12 months.

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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:10/16/2023
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 has changed my flight twice in the month since I purchased my ticket. They have changed it from a non-stop flight from ***************, ** to ***********, ** to now travel via *******, **. The arrival and departure times have changed by more than 6 hours and they don't have any other flights that are close. The ************ they have provided me will cost me an additional $200 (approx.) either in hotel costs or (now) increased ticket prices on other airlines.I would like Alaska Airlines to rebook me on one of their partner airlines that have times that better fit my travel plans.This would have to happen quickly since I will need to book flights soon before they are sold out or prices go even higher.
Business Response
Date: 10/17/2023

October 17, 2023

Dear *****,

Thank you for sharing your concerns regarding the schedule changes for your travel from *************** to ***********. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

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.

*****, 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: 10/19/2023

Complaint: 2073894
I am rejecting this response because: This indicates to me that the airline knowingly and purposefully lists flights that will be cancelled inconveniencing customers. To do so when they don't have a viable alternative flight leaves passengers in a very difficult position with a short time to react.
I realize that the airline doesn't care about an individual customer and won't be making any type of good faith gesture to alleviate my situation therefore you can close this case. I just won't be utilizing Alaskan Airlines for any of my future travels.
Sincerely,

*****************************
Initial Complaint
Date:10/16/2023
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 October 11th I flew on Alaska Airlines from ******* to **************. One of my bags was not delivered. I filed an incident with Alaska Airlines. Incident # SLCAS38938113. After checking they said the bag was still in ******* and would be in around midnight. I called on the 12th and left messages. On Friday the 13th I received a call from ******** indicating that my bag was in ******** and that they would forward it to **************. On Saturday the 14th I called again, still no response. Finally I got a call back and they said that they didn't know where my bag was. A few minutes later I got another call from ******** indicating the bag was there and that they were sending it on to ************** (a second time). On Sunday the 15th still no bag, and no one seemed to know where it was. Customer ********************** at ********************** thought it was arriving in **************, but they didn't know. It is Monday the 16th. No response from Airline. No bag. Heart meds are in the bag along with other personal affects and I'm leaving again on Tuesday. I've flown hundreds of times. This is the first time I've seen total incompetence related to a missing bag.
Business Response
Date: 10/19/2023
October 18, 2023

Dear ****,

This is in response to your BBB Complaint Case #********.

Thank you for taking the time to write about your Alaska Airlines flight from ******* to ************** on October 11, 2023. From what you have described, this has clearly been a frustrating experience for you and I appreciate the opportunity to address your concerns.

First and foremost, please accept my apology that your luggage was delayed after your flight, especially since your medications were packed in your bag. When a passenger's luggage is not loaded onto their flight, we make every effort to forward the bag onto the next available flight to their destination. Therefore, you were advised that your baggage would be forwarded onto the next flight to ************** that evening, however, I regret that your bag did not arrive as expected.

According to the remarks in your file, your luggage was located at the *********** Baggage Office and you were informed that it would be forwarded to the **********************. I am truly sorry for the confusion surrounding the location of your bag and that you were unable to receive confirmation that your bag would arrive prior to your upcoming trip. The notes state that your bag had been mistakenly tagged for another passenger and I regret any miscommunication regarding the status of your luggage. I was thankful to learn that your bag was forwarded on Alaska flight AS388 from *********** to ******* and AS780 from ******* to ************** on October 18th. I apologize for the extended delay of your luggage and that you were not provided with timely updates regarding your claim.

If you were required to purchase clothing or toiletries while you waited for your luggage, you may send itemized dated purchase receipts to our office for review. Our address is: Alaska Airlines, Central Baggage Service - SEALZ, PO Box *****, *******, ** *****. You can also submit your receipts by replying to this email with the pictures attached as either a JPEG or PDF format. Please include a copy of your government-issued ID with your receipts.

I am sincerely sorry for any inconvenience caused by your baggage experience. As a customer ********************** gesture, I am including a Discount Code for future travel on Alaska. Please reference the appropriate code below at the time of booking.

Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Complete Discount Code rules and restrictions can be found online at alaskaair.com.

*********************, Discount Code ECSR100CFCPY1384322, in the amount of $100.00.

****, thank you for taking the time to reach out to us. I recognize this has been a lengthy process and am truly sorry for the unusual circumstances surrounding your baggage delay. We value your patronage and hope we will have the opportunity to welcome you onboard another Alaska Airlines flight soon. I am confident we will demonstrate the exceptional service you expect and deserve on a future flight.

**********************************
Alaska Airlines

Reference#: 9310832
Incident#: SLCAS38938113
Initial Complaint
Date:10/13/2023
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 had a flight on 09.20.23 from ******* to *********. When I picked up my baggage at the terminal it was a total loss due to damage. I filled a form with the lady at the terminal and she said I would get an email about my claim. After a while, I did not hear anything so I contacted the airlines myself. They said they did not see anything filed about my concern and I only had 24 hours to report. I told them I did and my experience at the terminal. They said they would submit a courtesy claim for me. Well, got notification today that my claim was denied for monetary reimbursement because I did not file with 24 hours. I DID - I CHALLENGE THEM TO LOOK AT THE TERMINAL CAMERAS FOR PROOF! I asked the lady when I filled out the damage form on 09.20.23 if I could get a confirmation code or copy of my submission and she assured me I would get an email. I followed the proper steps and now the company is refusing to take accountability.
Customer Answer
Date: 10/26/2023
Has there been any update? It has been a while now with no response.
Business Response
Date: 10/27/2023
October 18, 2023

Dear *****,

This is in response to your BBB Complaint Case # ********.

Thank you for taking the time to write about your Alaska Airlines flight from ******* to ********* on September 20, 2023. I can understand your frustration that your luggage was damaged during your flight and I appreciate the opportunity to address your concerns.

Please accept my sincere apology that your backpack was damaged when you retrieved it after your flight. As our guest, you had every right to expect that your luggage would arrive intact as you had checked it in with us, and I regret that we failed to meet that expectation for you.

According to our records, you traveled on September 20th but we were unable to find that a damage report was filed prior to your phone call to our office on October 1st. We appreciate that you submitted the Statement of Mishandling Form (SOM) which we received on October 2nd. As described in our previous correspondence, baggage issues must be reported within 24 hours of your flight. Since we were not informed of the damage within the required timeframe, respectfully, your case was denied for late reporting. For information regarding our Baggage Policy, please visit our website at Delayed or damaged baggage policies - Alaska Airlines.

I was pleased to see that you were sent a Discount Code as a customer ********************** gesture for your experience. For your convenience, I have copied the code below for your reference.

*******************, Discount Code *****************, in the amount of $50.00.

I appreciate that you stated that you filed a claim with the agent at the ********* Baggage Office when you received your damaged luggage and submitted photos of the damage which appear to have been taken at the airport. I am very sorry that you did not receive an email documenting your claim as you had been assured that you would and regret that you felt that we were refusing to assume accountability for your case.

I am pleased to advise you that we have processed your payment in the amount of $25.17 USD in reimbursement of the amount claimed on your SOM. 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.

We value your feedback and I have shared your comments with the ********* Airport Manager for review. It is my hope that improvements will be made to prevent damage to your luggage in the future and that reports of baggage issues will be properly completed.

*****, we appreciate that you took the time to share your experience with us. I am very sorry that we fell short of providing you with the customer ********************** we are known for. We look forward to welcoming you onboard an Alaska Airlines flight in the future, as I am confident we will demonstrate the remarkable service you expect and deserve.

**********************************
Alaska Airlines

Reference#: 9274422
Incident#: MKEAS16476450
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:10/10/2023
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 9/30/2023, we missed our flight going to *** from ***. When we got to our gate, no attendant was around, so we waited. The employee came out and said that the gate had just closed. We stated that we were waiting for a few minutes at the gate, and nobody was around. There were six of us waiting. He referred us to customer ********************** to book another flight and stated that there's another one departing at 11:30am and has 6 more seats left. Our friend was on the same flight, which we didn't know, flying first class, and he stated that Alaska Airlines never announced our name on the speaker; if he had heard it, he would've called us. We went to customer ********************** and informed the employee that we needed to get on another flight since the employee told us to rebook and take the 11:30 am flight that has 6 open seats. When the gentleman checked, there were no open seats! My family ended up rebooking a flight from *** to *******, then connecting from ******* to ***! The gentleman stated that there would be no charge, and all of a sudden, once he got off the phone with his manager, he told us that we had to be charged. This rebooking ended up costing us $300 dollars ($100 each ticket) on top of $1200 that we already paid ! I flew with other airlines before, and we were never charged! Flight 819, Confirmation 4GHU72.
Business Response
Date: 10/17/2023

October 17, 2023

Dear ****** ****,

Thank you for your email to the Better Business Bureau regarding your flight on September 30, 2023.

In reviewing your concerns, I see that you have been in contact with our ************* Department. The information and compensation you received from ************* was appropriate. My apologies for any disappointment.

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,

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

Reference#: *******
Initial Complaint
Date:10/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had to be flown out of ******* ****** for a convention this past Saturday on 10/7. It is a very small airport and it was absolutely quiet. There was absolutely NO ONE at the terminal. NO ONE. I called out to ask, no one answered or was there. The security guard (named *********) at the *************** was ******** in an elderly man and his wife. I had approached him asked where people were at the ticket counter. ********* barked at me as he was ******** the man and put him ahead of me to which the Alaska Airlines employee FINALLY came out and helped the old man check in - BUT refused to help me. I've been told as I was too late - HOWEVER they were able to help the older man and check him in right away. That was remarkably ageist of them. They are claiming I was late - BUT they helped an elderly man that CAME AT THE SAME TIME AS ME. They refused to help me but they helped him even though he was as late as me.
Business Response
Date: 10/17/2023

October 17, 2023

Dear ********,

Thank you for your email to the Better Business Bureau regarding your flight on October 7th. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.

So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with your confirmation code and/or ticket number and flight information.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 10/24/2023
Hello;
I never got notification that they requested information.
Here is my flight number: ****
Ticket number: *************

Please get this to them.
Thank you,
********
Business Response
Date: 10/30/2023

October 30, 2023

Dear ********,

Thank you for sharing your flight information.

Because our customers count on us for an orderly and on-time departure, we have instituted a check-in procedure that requires our customers to be checked in at a minimum of forty minutes prior to the scheduled departure time and available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure time. At ten minutes prior to departure, the flight should be fully boarded and is closed in order to help ensure an on-time departure. There may be stricter airport-specific check-in procedures that vary from airport-to-airport; therefore, we always recommend reviewing our Traveling with us on alaskaair.com prior to your flight for the most up-to-date information. Allowing customers to check-in late may delay the flight, as it affects many behind-the-scenes fuel, baggage, and weight-and-balance calculations being performed by our pilots and dispatch personnel. Therefore, in fairness to all our customers, we must respectfully decline late check-in attempts. Our records indicate that you arrived at the ticket counter at 29 minutes prior to departure with bags to check. That is simply not enough time. The other passengers you are referring to had no bags to check and were already checked in.

I sincerely apologize that this procedure inconvenienced you on your recent trip and hope your future air travels go smoother. ********, 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: 10/31/2023

Complaint: 20714181

I am rejecting this response because:
You served a man ahead of me on the same flight.

Sincerely,

***************************
Initial Complaint
Date:10/06/2023
Type:Service or Repair 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.
We tried multiple times to book flights on Alaska to *******, we were told each time there were no flights going to ***********. A week later I asked again and was told yes they had flights and were all full. Despite being told before they didnt fly to Montengo bay.The second complaint is in relation to flying Alaska and partner air line aer lingus. Alaska tagged our bags, and provided us the bag numbers. The bags were lost in ******, Alaska told us it wasnt their issue and to talk to aer lingus. But when we talked to aer lingus they said Alaska needs to be contacted. The bag tag numbers aer lingus put on the bags didnt match what they provided us. The bags were lost for 3.5 days. Alaska was zero help in working with aer lingus, when we tried to change our return flight aer lingus said they were happy to but didnt have authorization to and we had to talk to Alaska. When we talked to Alaska they told us they didnt have authorization to book us on the earlier flight. Alaskas been zero help this whole trip and made no effort to help with lost luggage.
Initial Complaint
Date:10/02/2023
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.
I booked 3 1st class tickets to and from ******* to ******** ******* and back with miles. ******* their system defaulted and used a ************************************************ 270 dollars. I would have much rather kept the 270 dollars and used miles. I opined them and tried to correct it. The guy said he could cancel my ticket, which would make the 50 dollar voucher disappear, I'******* get to use it. I said go ahead with the understanding I'd get the money back. Instead he gave me credit for the 270. So I'm still out the 270 from my card, which was not what the agreement is. And the 50 dollar voucher is gone too. I wanted the money back in my card. They should have given the money back or left it as is.
Business Response
Date: 10/03/2023

October 3, 2023

Dear Arli,

Thank you for your email to the Better Business Bureau regarding your recent ticket purchase. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
In reviewing your concerns, I did see that our Reservations agent requested a $100 Discount for you. You should have received that. My apologies for the confusion when booking your reservation. If you have further questions, please contact our *********************** at ************** and ask for a Lead.

Arli, 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: 10/03/2023

Complaint: 20686972

I am rejecting this response because: when I got off the phone with the agent who canceled my flight, I was told he would be making new reservations for me. When I checked this morning, there was no reservations and the price had doubled for airfare. To ensure I make it to the wedding I am in, I did make the new reservations. I feel the agent yesterday should have followed through and made sure my reservations were made, it costs me twice as much schedule the exact same flight. The 100 dollar voucher isn't available so does me no good. The miles aren't enough now either due to the increase on price. The agent should have seen all this coming, and warned me prior to canceling my flight. I would like the difference of the original purchase, and the new purchase of flights, to be reimbursed as the agent totally misrepresented the situation.

Sincerely,

*************************
Customer Answer
Date: 10/10/2023
I called Alaska airlines to correct a mistake, they walked me through it telling me it would be corrected. They should have told me the price went up and that by following their advice I'd be charged a lot more. I stead their helping me costed 3 times the original purchase, and around $550 more dollars than I originally anticipated. I just want to reimbursed to the original price I paid (which was still higher than it should have been). They are experts. That's why I called them for help. Their help felt like a scam and now I am out money.
Business Response
Date: 10/17/2023

October 17, 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 response is inadequate. Unfortunately, it appears there was a misunderstanding as our agents will not make new reservations for you without your being on the phone because credit card information is required and not "stored."

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: 10/24/2023

Complaint: 20686972

I am rejecting this response because: Alaska Airlines had promised to help with reservations, and the result to help me as the customer ended up charging me far more than the original purchase. The exact opposite of help. I called them because they are specialists in the situation, normally it's a very helpful experience. This time however a lot of mistakes were made and it costs me far too much money. I'd like to be reimbursed back to the original amount as the mistakes were made and not identified by Alaska Airlines.

Sincerely,

*************************
Business Response
Date: 10/30/2023

October 30, 2023

Dear Arli,

Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.

We're sorry you feel our response is inadequate. Unfortunately, for your situation, we cannot offer additional compensation or provide you with tickets at the original price for the reasons previously stated.

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: 10/31/2023

Complaint: 20686972

I am rejecting this response because:
Alaska airlines agent is trained in matters like this to help, not worsen the experience to the customer. The agent helping me ended up costing me hundreds of dollars. This should have been avoided and the agent should have been trained enough to see that. Not make my situation worse and costly.
Sincerely,

*************************
Initial Complaint
Date:10/02/2023
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 ticket last year for $500, they changed the times on me drastically.Ended up cancelling the ticket, and was left with a $500 credit on my account did not realize I was eligible for a full refund at the time.Now that I found another flight they are only offering 50% of credit if I cancel.I would like a full refund of my original $500 flight purchase otherwise I may pursue legal action.
Business Response
Date: 10/02/2023

October 2, 2023

Dear *****,

Thank you for your email to the Better Business Bureau regarding your unused ticket. 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 flight information and/or ticket number and confirmation code. Please reply to this email with scanned copies of your documents attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf. If you wish to mail or fax your documents, please include your reference number found at the bottom of this email and send your documents to:

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 10/02/2023

Complaint: 20683180
Providing the additional information. At this point I've found it so difficult to work with Alaska Airlines, I just want a full refund.
Email: ************************
Thanks,

*************************
Business Response
Date: 10/10/2023

October 10, 2023

Dear *****,

Thank you for sending the information I needed in order to complete my investigation.

Unfortunately, the tickets you purchased were Saver fare tickets which are non-refundable and non-changeable. We did, however, make an exception and provide you with Discount Codes for the value of the ticket. My apologies, but we are unable to provide you with a refund.

*****, 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:09/29/2023
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 against Alaska Airlines for my recent booking, confirmation number VJUQQH, made on May 31, 2023, for a round-trip flight from ********, **********, to ********, ******, for two passengers. I paid $684.00 for these tickets at $342.00 each.My complaint arises from Alaska Airlines currently offering the same flights for two people at $505.98, as seen here: [****************************************************************************************************************************************************************************************************]. Moreover, I have found tickets for the same flights on other websites for $238.1 each.When I contacted Alaska Airlines to inquire about a price match or compensation, their customer ********************** was unhelpful and rude, refusing to offer a price match.I am requesting your assistance in resolving this matter by compelling Alaska Airlines to reimburse me for the price difference between what I paid and their current fares, totaling $179.98. Please investigate this complaint and facilitate communication between me and Alaska Airlines for a prompt resolution.
Business Response
Date: 10/02/2023

October 2, 2023

Dear Zhe,

Thank you for your email to the Better Business Bureau regarding record locator VJUQQH. 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.

Thank you for contacting Alaska regarding our Lowest Price Guarantee.

In review of the information you have provided, we were unable to confirm that your flight itinerary was available for a lower fare within twenty-four hours of your purchase at alaskaair.com. Respectfully, we must decline your request for a refund or Discount Code for future travel.

The flights you find on the other travel website do need to be the exact same Alaska itinerary, Alaska flight number, cabin (first/coach), booking/fare class, date of travel, and number of travelers. Below is the link to our Competitive Price Guarantee: ********************************************************************************************************* Zhe, 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: 10/02/2023

Complaint: 20677061

I am rejecting this response because what you mentioned does not make sense. Just open alaska airlines and do a SEARCH! The price is much cheaper. Please click the link if you have not done so.

I'm NOT satisfied with this solution AT ALL!!!!!

Zhe
Initial Complaint
Date:09/26/2023
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.
Mileage Plan #: ********* On 9/26 I purchased ***** miles. *** text in the message said that after this purchase, my account amount would be 30k from 29k. I waited an hour and it never updated. I purchased the miles again. Same thing. I received 2 emails stating that the miles were purchased, and I see the bill on my statement, but the miles arent being added. I called Alaska Airlines. *** customer agent said that it can take 24hr+ to show up. IT DOES NOT SAY THAT ANYWHERE, I need to buy the flight NOW. Now I don't need the miles I was scammed to buy. I want a full refund and NOT a credit to my account. I want it back on my original form of payment. I'll just pay cash for the flight.
Business Response
Date: 10/02/2023

October 2, 2023

Dear ********,

Thank you for your email to the Better Business Bureau regarding your mileage purchase via Points.com.

When purchasing miles, you are advised prior to agreeing to the purchase in the terms and conditions that it can take up to 72 hours for the miles to appear. Our records indicate that the ***** miles you purchased were deposited into your account on 9/27/2023 at 2:52 pm. My apologies, but purchased miles are non-refundable.

********, 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: 10/02/2023

Complaint: 20660402

I am rejecting this response because: It's in the notes on the account with the ********************** that I could get my miles refunded because i worked it out with them.

Sincerely,

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

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