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

  1423 Cannonball Trl Yorkville, IL 60560-4542

• 

  Alaska Airlines Inc

  19318 Ventura Blvd Tarzana, CA 91356-3046

• 

  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:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heres my story with Alaska airlines. I flew with them in the early spring of 2023. ******* in the *********** is probably the only good employee Ive dealt with from this company. I checked in my guitar for the flight, not knowing what would happens to it, had I known how poorly they handle and manage belongings I would have never brought it. They should disclose to passengers before they fly that they throw belongings and things like guitars that are NOT COVERED IN OUR DAMAGE POLICY BECAUSE THEY'RE CONSIDERED FRAGILE and most likely will be broken, so we can make sure to not fly with Alaska or give them our valued instruments. After they damaged my guitar I went back and forth with them for months. They only ever said no we cant help, until I went to ******* and voiced my frustrations. Then all the sudden I was given a phone number and spoke with a manager who said they werent willing to replace the guitar because its a $3,000 custom American made ********* but if I took it to a guitar repairman and he sent them a quote then they would pay for the repairs, so thats what I did. And of course after I sent them the quote once again it was NO we cant pay for the repairs because the damages listed couldnt have possibly been sustained on our flight and we dont cover damages to guitars. They cracked the bottom of my guitar, through the finish and the wood itself while it was protected in a hard case, my case is beat to h*** too. This company lacks integrity, even after they said theyd pay for repairs they went back on their word. Its blatantly obvious they dont care for their customers or their belongings. I will never fly with them and recommend you dont fly with Alaskan air either if you value companies having integrity, or if you value your belongings, or proper business practices and policies.

  Business Response

  Date: 10/02/2023

  September 30, 2023
  
  
  Dear ******,
  
  This is in response to your BBB Complaint #********. I appreciate the opportunity to address your concerns. 
  
  I was disappointed to hear that your guitar was damaged. As our guest, you have every right to expect that your luggage will be returned to you intact, and I am genuinely sorry to hear that this was not the case when you checked your guitar. 
  
  I apologize that you were not aware of our policies surrounding musical instruments before you checked your guitar. We encourage our passengers to familiarize themselves with our baggage policies before flying with us. If you would like to review our policies, you can access them here ************************************************************************************;
  
   I was glad to hear that you were able to get our Central Baggage Service number from your conversation with one of our agents on ******** This information is also provided when your claim is filed and available on our website.
  
  In regard to the damage and repair of your guitar, I was asked to review your claim to ensure that it was being handled fairly and objectively. Upon my review, I have determined that we are able to provide reimbursement in the amount of $234.07. This amount excludes the tuners and the purchase of a new case. The case was excluded due to repair being authorized, not replacement, and the tuners were excluded as we do not have photos of the damage to the tuners. 
  
  Please follow the instructions in the email you'll receive titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days. You should receive this email in the next seven days.
  
  I know that this is not the outcome you were expecting when you filed your claim, and I sincerely apologize. I understand that you do not intend to fly with us again, however, should you have a change of heart, Alaska Airlines will proudly welcome you aboard. My sincere expectation is that, by doing so, you will have the opportunity to experience the high level of service that we are known for and that you deserve  
  
  Sincerely,
  
  
  Catie
  Central Baggage Services
  
  Reference#: 8603375
  Incident#: CBSAS46646991

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20658208
  
  I am rejecting this response because: Guitar cases cant be repaired. Mine has been damaged severely and they are accountable and should pay to have it replaced. If they can find a guitar case repairman sense they want to be so smart please enlighten me. Theyre cheap, they lack integrity. This is the first time any compensation has been offered and its taken months and months of back and forth to no avail. It takes a BBB complaint to get them to actually do something. Although you cant see the damage is there and thats why its been included in the quote by the technician, the tuners have lost their original quality and fall out of tune like they never did before it was thrown around by Alaska Airlines. Im sure since Alaska airlines are guitar experts, and experts in the damages they do by throwing them theyll declined to pay. But if they pay for the full amount the quote says then I will considered it resolved. $209.99 for my replacement original ********* case, $19.99 for new strings (strings must be removed to repair the guitar), $26.86 fee I already payed to have them inspect it, $196 tuners, $8.99 ************** and supplies, service total of $145, and the sales tax of $58.11. Total $664.94 excluding the other case he quoted me that *** be more suitable for Alaskan airlines abuse.

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

  Business Response

  Date: 10/30/2023

  October 27, 2023
  
  
  Dear ******,
  
  Thank you for your continued communication regarding your BBB Complaint Case #******** advising us that you have rejected our response.  I appreciate the opportunity to review your case and address your concerns.
  
  I acknowledge this has been a lengthy process and can understand your disappointment that your guitar and guitar case were damaged while traveling with us.  I am sorry that you did not agree with our determination regarding your claim and felt that your guitar should be replaced. I regret that your guitar does not function as before, however, as previously described, we are unable to assume liability for musical instruments as checked baggage. For more information regarding our baggage policy, please visit our website under Rule 15.H.6. at Contract of carriage - Alaska Airlines.
  
  I have taken the liberty to submit your case for supervisory approval for additional reimbursement as you have requested.  Unfortunately, your request for further compensation has been denied. While we do not claim to be experts in guitars, we follow standard guidelines and procedures to ensure consistency and fairness to all guests.  We apologize that your guitar and case were damaged and a one-time exception was made to provide reimbursement for your repair charges.  According to our records, a payout in the amount of $234.07 sent to you on September 30th has not yet been claimed by you. Please be advised that payouts expire 30 days from the date issued. If you have not received the email with your payout, please advise us and we will be happy to assist you in having your payment reissued.
  
  ******, thank you for taking the time to share your concerns with us. We appreciate your business and hope you will continue to fly with us.  It is my sincere expectation that we will demonstrate the remarkable service you deserve on a future Alaska Airlines flight.
  
  **********************************
  Alaska Airlines
  
  Reference#: 8603375
  Incident#: CBSAS46646991

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased an inflight meal, but was told I would have to go online to get my receipt. A week later I went online and no receipt was available. I was told this was because the charge had not yet been processed. I tried again a week later with the same problem. Six weeks later, the charge is finally processed and a receipt is available for the first time. However, it is now too late for me to get reimbursed by my company as I did not have a receipt in the time I must reconcile my expenses. This timeline to process my payment, let alone provide a receipt, is unacceptable.

  Business Response

  Date: 09/28/2023

  
  
  
  
  
  
  September 28, 2023
  
  
  Dear ******,
  
  I appreciate that you took the time to contact the Better Business Bureau regarding the delay in receive a receipt for your food purchase.
  My apologies for the frustration.  We had a problem during that timeframe with receipts for inflight purchases and we were not able to rectify it as quickly as we had hoped.  Again, my sincere 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#: *******

• Initial Complaint

  Date:09/25/2023

  Type:Delivery 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.

  12/5/22 $509.00 The business has not provided a financial resolution outside of their 20 min baggage delivery guarantee in which they provided ***** milage points on 12/6/2022.I flew from Alaska airlines, ****** to ******* on 12/5/2022. Somewhere between checking in my bag with the airline counter and a greater than 1 hour delay for Alaska to load bags on the carousel 2 pairs of shoes that were placed in my checked bag were stolen. I began the claims (#SEAAS31388491) filing process on 12/8/2022 faxing in the statement of mishandling (a form in which Alaska sent me for my circumstance), refaxed on 12/15/2022, sent the same faxed packet via email on 3/13/2023, filled out the same form online on 4/10/2023, filled out the same online form on 5/16/2023, emailed receipts for the items that were stolen on 9/12/2023 (this was already included in all previous correspondence), emailed my police report on 9/22/2023 (this was already included in all previous correspondence) claim was declined because they stated this was missing.

  Business Response

  Date: 10/02/2023

  September 29, 2023
  
  
  Dear ********************,
  
  This is in response to your BBB Complaint #********, I appreciate the opportunity to address your concerns. 
  
  I was disappointed to hear that when you received your luggage in ******* it was missing your shoes. As our guest, you have every right to expect that your luggage will arrive intact, and on time and I am truly sorry that this was not the case for you.  
  
  As ******* and ****** mentioned previously your claim was denied because Alaskas liability excludes items contained within a customers checked luggage under most circumstances. As a short explanation, your bags go through many different hands once you check your luggage. Because your bags travel on airport-owned and operated equipment through their property, TSA has an obligation to inspect belongings, and Alaska Airlines then loads the bag onto the aircraft and subsequently returns it to the baggage claim where other bystanders may have been involved, any one of those parties could be responsible for the crime.
  
  The police at local airports typically have the access required to airport security footage in order to perform an investigation into what occurred. If the result of their investigation finds that Alaska Airlines is responsible for the theft, we absolutely want to make it right and work with you to reimburse you for the loss up to our maximum limit of liability.
  
  In this case, based on the file you made with us when you learned that your belongings were missing, we have investigated the occurrence to the best of our abilities and have not found evidence that we are responsible for the loss and therefore will not be reimbursing you for the missing items. 
  
  I am glad to see that you have a claim filed with the police, and we did receive this with your Statement of Mishandling on May 15th. I encourage you to continue your communication with the police as they are best suited to assist you with determining the cause of your missing pairs of shoes. 
  
  I was disappointed to hear about your difficulties with submitting the Statement of Mishandling. Please know that this experience has been shared with our Central Baggage Leadership team for review. I am confident that by doing so we can prevent a similar situation from occurring in the future. 
  
  I have also shared your experience regarding your missing items and your bag being delayed in arriving at the carousel in ******* with our ******* Station Managers. I sincerely believe that by doing so we will be able to provide you with better service in the future. 
  
  I am glad to see that ****** was able to provide you with a $100 travel voucher for use on a future flight. I know that this does not take away from your negative experience but I do hope that this voucher was accepted in the manner that it was intended. 
  
  I know that this is not what you were expecting from your travel experience, and I sincerely apologize. I invite you to join us on a future flight as I am confident that we will provide you with the exceptional customer ********************** that you deserve.
  
  Sincerely,
  
  
  Catie
  Central Baggage Services
  
  Reference#: 8230205
  Incident#: SEAAS31388491

• Initial Complaint

  Date:09/22/2023

  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.

  In April, Alaska Airlines committed to a promotion where a customer would be fast-tracked to mileage plan MVP gold status if they flew 4 roundtrips within 90 days. I invested personal time and money to meet this promotion. As I completed my 13th segment (6th roundtrip), my mileage plan reset and dropped my current mileage progress. I called customer ********************** who stated they changed the promotion to a more generous offer of 4 round trips in 180 days but could not count my prior trips toward MVP status since they did not have access to information on the previous promotion. Their solution was to start the new promotion from the beginning (work up to Gold status again), despite already having achieved the required miles. Alaska Airlines was deceptive and should honor the miles and gold status I've earned this year.

  Business Response

  Date: 09/28/2023

  
  
  
  
  
  
  September 28, 2023
  
  
  Dear ******,
  
  I appreciate that you took the time to the Better Business Bureau regarding your elite status on Alaska Airlines.
  
  In reviewing your concerns, I noted that you have spoken with one of our Specialists in ************* and she is actively working on getting a response for you.  We appreciate your patience.
  
  As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.
  
  Sincerely,
  
  
  
  ***********************
  ************* Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20645377
  
  I am rejecting this response because:
  Alaska Airlines has not yet responded or addressed my issue. I responded to their case ID and provided the eligible flights I took, required to meet MVP Gold status. I did not receive further communication on the status of my inquiry or rational, and would appreciate they update me.
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/10/2023

  
  
  
  
  
  
  September 28, 2023
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your elite status with Alaska Airlines and the promotion you were enrolled in.
  
  Our records indicate that our agent has left you a voicemail responding to your concerns and advising of a solution. 
  
  As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently booked a hotel through Alaska Airlines for a hotel accommodation to accompany my trip to ****** ***** for a conference. I booked it through Alaska's app and it utilizes the following URL: ****************************************** The day of my flight - Monday 9/18/2023, Alaska delayed my flight out of ********** due to mechanical issues. We were told that it mechanics were going to be needed to be dispatched out of ******* ********** and it was going to be a 4-6 hour delay. Unfortunately that meant it was going to be impossible to make my connecting flight through ******* and into ******. When I discussed rebooking on the next available flight, I was told that I wouldn't be able to get into ****** until close to midnight on Tuesday 9/19/2023. Unfortunately my conference was wrapping up at noon on Wednesday 9/20/2023 and it didn't make sense to continue with the trip. Alaska refunded the money for the flight, but has since refused to refund the money for the hotel, even though it was there issue on why I wasn't able to make it to ****** in the first place. Alaska states that they have outsourced these functions to a 3rd party, yet they advertise them as their own. I even had travel insurance on the flight, but have been told it doesn't apply to the hotel. The hotel in ****** - the ************************ - has told me they would refund the money if I booked direct, but because I booked through Alaska, they need to handle the refund. Alaska points to the 3rd party. The 3rd party points to the hotel. All I know is that I wasn't able to get to ****** because of issues with one of Alaska Airlines planes. I booked the hotel and the flight through Alaska Airlines to avoid issues like this, and now I am left holding the bag on the $1500 it cost for this hotel and yet I wasn't at fault for any of this. I don't understand how Alaska Airlines can get away with this. It feels like they stole from me with no recourse for a mistake they made.

  Business Response

  Date: 09/28/2023

  
  
  
  
  
  
  September 28, 2023
  
  
  Dear ****,
  
  Thank you for your email to the Better Business Bureau regarding the hotel you booked in ******, *****.  It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  I am very sorry for the experience you are having with trying to get a refund from the hotel due to our flight delay.  When booking your upcoming travel we offer links to hotels/car rentals, etc. in order to enable you to do it seamlessly.  However, any concerns with whatever it was you booked, must be handled by the booking company.  We are not holding the funds and therefore cannot refund them.  My apologies that they are telling you otherwise.
  
  Jack, 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: 09/28/2023

   
  Complaint: 20644544
  
  I am rejecting this response because: 

  When I book a flight and hotel from Alaska Airlines, and the functionality is literally baked into your app and says "Alaska Airlines Hotels", it implies that I am booking with this with Alaska and they will take ownership and responsibility for their part in this. I didn't cause this issue as the consumer, Alaska did. All I want is a refund for the hotel that I booked through Alaska, for the trip I was not able to take because of Alaska's issues. Instead, I am being punished. If Alaska is using a 3rd party agent, this should be made very clear, or better yet, don't offer these services at all in your app or brand them like they are yours. This is disingenuous and I feel like I am being defrauded of $1500.  

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

• Initial Complaint

  Date:09/20/2023

  Type:Billing 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.

  My credit card was charged twice on 9/19/23. I was told that there was a glitch and it was from charges authorized in July and August. I asked what was the glitch because the charges were paid on my August statement. I asked to talk to a supervisor for an explanation of the glitch and why I wasnt notified. I was told the supervisor is working from home and not available. I was then told 600 people were affected. I asked what glitch affected only 600 people which seemed extremely low. I still not sure if my card was compromised with Alaska Airlines since I couldnt get an explanation of the glitch.

  Business Response

  Date: 09/27/2023

  
  
  
  
  
  
  September 27, 2023
  
  
  Dear *****,
  
  I appreciate that you took the time to contact the Better Business Bureau regarding some charges on your credit card. I am very sorry for your experience.
  
  I do see that you have been in contact with an agent on chat.  Please contact our ********************* at ************ and they will be able to assist, as our agent advised.  
  
  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: 09/27/2023

   
  Complaint: 20633722
  
  I am rejecting this response because:

  I shouldnt  be required to spend more of my time for an answer. I wasnt at fault for what occurred. Alaska Airlines was at fault and should provide the cause for what happened as I explained to their customer representative. 
  

  I am not sure why they think I will ever fly Alaska Airlines again considering they haphazardly charged my account without explanation.

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

  Business Response

  Date: 10/10/2023

  
  
  October 10, 2023
  
  
  Dear *****,
  
  Thank you for your response.  I truly do understand your frustration but unfortunately, you will need to contact our ********************* as they are the ones who will address and fix the issue.
  
  *****, 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: 10/13/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/16/2023

  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.

  On Tuesday September 5th, we purchased a "Main Cabin" ticket that would allow me to fly from ********** to ******* on September 6th. We chose the more expensive "Main Cabin" fare over a cheaper "Saver" fare as it was supposed to allow me to upgrade and or move my seat before my flight. My confirmation code is CHGVDR.I arrived at my gate in ********** with time to upgrade or move my seat. The gate agents told me that I had a "Saver" ticket and that I would have to wait until boarding to get a seat or upgrade my ticket. They reaffirmed that flyers with "Main Cabin" tickets were allowed to change their seats or upgrade at that time. After consulting with my partner, I restated to the gate agents that we had paid for a "Main Cabin" flight and based on their own statements they should allow me to at least upgrade my seat. They again refused based on their belief that I had a "Saver" fare. Additionally, they threatened to bar me from the flight for being "snippy" in their words. My partner called one of Alaska Airlines central lines and confirmed that my fare was in fact a "Main Cabin" fare. I followed up with a call to Alaska's reservation line and connected the gate agent. The main gate agent was finally able to see that I had a "Main Cabin" fare but they still restricted my seat change to the time in which Saver fares were allowed to upgrade their seats. The actions of the gate agents ultimately took away the benefit of a "Main Cabin" fare ticket over a "Saver" fare. Finally, while that gate agent ultimately understood that they were wrong they never apologized for taking away key value of my ticket or threatening to prevent me from taking the only direct flight of the day. In resolution: 1. I would like a refund of at least the difference between a "Main Cabin" and "Saver fare".2. I would like to speak with the ********** gate agent management to understand what caused this issue and how it might be prevented in the future.

  Business Response

  Date: 09/18/2023

  
  
  
  
  
  
  September 18, 2023
  
  
  Dear *******,
  
  Thank you for your email to the Better Business Bureau regarding your flight 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.
  
  I am very sorry that our agent in Pittsburg did not realize that your ticket was not a saver fare ticket and that she handled this whole situation without any compassion.  This is not acceptable.  I was glad to see however that you were able to get a seat but understand how disconcerting this could be.
  
  Although I am unable to issue you a refund of the difference in fare, I am including a Discount Code for your use.  To use the code, go to alasakaair.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 ECSR75CXCPD1092771, in the amount of $75
  
  I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

• Initial Complaint

  Date:09/15/2023

  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 booked a flight earlier this year through Travelocity to take advantage of early booking prices for Christmas Holiday. Now suddenly we have been told that part of our flight has been cancelled, and that all flights are booked so that we cannot be rerouted. All that has been offered is a refund (most likely minus fees). This is not due to weather as December is still 3 months away. Now we have to book through another airline at double the rate since we are allot closer to the travel date. This is a dirty practice by Alaskan to rebook at higher ticket prices...******** consumers. I hope this is a warning to everyone to NEVER book Alaskan Airlines! This should be illegal. Passenger(s): ******************* ************ A Travelocity Itinerary Number: ************** Alaska Airlines Confirmation Code: LUHCQP Travelocity Confirmation Code: 29SB77

  Business Response

  Date: 09/18/2023

  
  
  
  
  
  
  September 18, 2023
  
  
  Dear *****,
  
  Thank you for sharing your concerns regarding the schedule change for your flights in December. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  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 the inconvenience this has caused, especially during the holidays.
  
  *****, 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:09/15/2023

  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 flew first class as a loyalty member and credit card holder with Alaska. I checked my suitcase in ********* and retrieved it from baggage claim in *********** a few hours later. When my bag came off the carousel, it was irreparably damaged and unusable. I immediately visited the baggage office as instructed, filed a claim, and followed up, again as instructed. I provided pictures of the damage, my ticket and itinerary, and links to the bag that was damaged, which was a gift.Alaska has determined that as I do not have a receipt for the bag (again, the bag was a GIFT, so I have never had the receipt, nor does the gift giver, who purchased the bag several years ago - as it is a quality and expensive bag), they will only reimburse $100. However, the links I provided to the bag itself show that at the last time the exact bag was sold (when it was on clearance and thus a lower price than normal), it was going for over $200. Going to the brand website of the bag, you cannot purchase a single medium sized checked bag for $100. The cheapest bag is over $150 pre-tax. My bag was not the cheapest model, but to offer $100 is unacceptable when it is impossible for me to replace the brand of bag I owned with that compensation.Alaska Airlines broke my bag. It is unusable. It was a 26 inch medium size checked bag, of HIGH quality, that I cannot come close to replacing for what they are offering. Additionally, I have been a loyal member of their ecosystem, and flew first class on this flight. What a way to treat your loyal customers.

  Business Response

  Date: 09/22/2023

  September 22, 2023
  
  
  Dear ********,
  
  This is in response to your BBB Complaint Case #********.  
  
  Thank you for writing about your Alaska Airlines flight from ********* to *********** on August 18, 2023.  This has clearly been a frustrating experience for you and I appreciate the opportunity to address your concerns.
  
  I can understand your disappointment that your luggage arrived at baggage claim damaged and unusable.  As our guest, you had the right to expect that your baggage would arrive intact at your destination, and I regret that we did not meet that expectation for you.
  
  We appreciate that you submitted a Statement of Mishandling Form (SOM) claiming $350.00 for your luggage.  According to the remarks in your claim, we offered your choice of replacement luggage from our third-party vendor Traveler's Choice, but you declined since you were not satisfied with the selection of bags.  Our records show that a payout in the amount of $100.00 was sent to you on September 13th which has not yet been claimed.  
  
  While we recognize that since your luggage was a gift you did not have the purchase receipt, as advised in our previous correspondence, without a purchase receipt, reimbursement is limited to $100.00 per our baggage policy.  If you can obtain a copy of the receipt you may submit it to us for reevaluation.
  
  We value your feedback and are committed to improving our airline based on input from our guests.  Therefore, I have forwarded your comments to the ******************* Manager for review to help ensure careful handling of our passenger's luggage going forward.
  
  ********, I apologize 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 ECSR75CFCLJ1093470, in the amount of $75.00.
  
  ********, we appreciate that you took the time to share your concerns with us.  We value your loyalty as an Alaska Signature Cardholder.  I know that this experience did not live up to your expectations and regret that we fell short of delivering the exceptional service that you expect from us.  It is my hope that you will choose to fly with us again in the future, as I am confident we will demonstrate the award-winning service you deserve.
  
  **********************************
  Alaska Airlines
  
  Reference#: 9162124
  Incident#: LAXAS15309409

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20610312
  
  I am rejecting this response because: Alaska is not making reasonable effort to reimburse me for damage that was in no way my fault, and entirely due to their mishandling of my baggage. While I appreciate the issuance of some travel credit for future flights, I am not sure why you think I have any interest in flying with you in the future given your unwillingness to offer acceptable reimbursement for my $350 fully damaged bag that I now have to replace. Again, I have been SO INCREDIBLY reasonable in my requests for reimbursement. On the phone with your agent, I acknowledged that I fully understand why you may not be able to refund me the full $350; of course without a receipt, you cannot be sure I am not trying to ask for more money that the bag could theoretically be worth. However, I cannot even purchase another bag from the same brand with the $100 you are offering; and you can see proof of the brand from all the photos of the damaged bag I sent. At this time of writing, the cheapest softsided medium side checked bag (which again, from all the photos, you can see matches what my damaged bag was), would cost me $152.42 to purchase. Ideally, resolution would provide more than this amount, as my bag was not the bottom tier product offered by *********, but at the VERY minimum, in order to accept a resolution, I would need $152.42 in cash reimbursed plus some form of airline credit or concession for future flights.

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

  Customer Answer

  Date: 10/09/2023

  Upon receiving Alaska's unacceptable attempt at resolving the issue on 9/13, I immediately filed a complaint with the BBB. It took Alaska a full week to respond, at which time, within 1 day, I responded rejecting their response and providing further evidence and context for what I would need to accept a resolution. It has now been 2 more weeks, and Alaska has yet to respond to me again. I am reaching out now as I was told on 9/13 that I would only have 30 days to accept their measly, unacceptable payout of $100, and despite my rapid and timely responses, Alaska is not engaging and is instead running down the clock. I am concerned that if I accept this payout, they will view this on their end as "acceptance" of the resolution and will not engage with me further; however, I do not want to lose the minimal payment they are offering at this point by letting it expire. I am not sure what to do at this point to get them to respond before my 30 days are up.

  Business Response

  Date: 10/11/2023

  
  October 11, 2023
  
  
  Dear ********,
  
  This is in response to your BBB Complaint Case #********.
  
  Thank you for taking the time to advise us that you rejected our response to your BBB Complaint related to your Alaska Airlines flight from ********* to *********** on August 18, 2023.  We have received your response and I appreciate the opportunity to address your concerns.
  
  I am sorry that you felt that the reimbursement amount of $100.00 in settlement of your damaged baggage claim was unacceptable.  While the amount claimed on your Statement of Mishandling Form (SOM) was $350.00, as previously advised, compensation is limited to $100.00 without a purchase receipt.  Our records show that you declined our offer to choose a replacement bag from our third-party vendor Traveler's Choice and you requested reimbursement for your claim. 
  
  I was pleased to see that a payment sent on September 13th in the amount of $100.00 has been claimed by you.  Since you have requested reimbursement in the amount of $152.42, I am happy to advise you that I have issued an additional payout in the amount of $52.42 in settlement of your damaged baggage claim. 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.
  
  In addition to your reimbursement, we are happy to provide you with Discount Codes in the amount of $75.00 and $100.00 for future travel on Alaska.  For your convenience, I have copied the codes below for your reference.
  
  ***********************************, Discount Code ECSR75CFCLJ1093470, in the amount of $75.00.
  
  ***********************************, Discount Code ECSR100CNCRS1382005, in the amount of $100.00.
  
  ********, thank you for taking the time to reach out to us.  We value your business and apologize for any inconvenience surrounding your baggage experience.  We look forward to the opportunity to welcome you onboard an Alaska Airlines flight again in the future, so we may demonstrate the remarkable service you expect and deserve. 
  
  **********************************
  Alaska Airlines
  
  Reference#: 9162124
  Incident#: LAXAS15309409

  Customer Answer

  Date: 10/16/2023

   
  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:09/14/2023

  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 booked round trip first class ticket through Alaska Airlines to go go Alaska on 9/10/23. The first portion of trip was with ******** Airlines and originated in ************ with a brief layover in *******. The second portion of trip was from ******* to destination on Alaska flight 139. The plane was full no other seats. In mid air, I discovered my seat was locked upright and would not recline, both the stewardess I tried to unlock it. The stewardess advised would report malfunction and gave me an website to request compensation. Upon arrival at the airport I also got AA customer ********************** phone number but could not speak to anyone until Monday. When I spoke to customer ********************** on Monday they offered me $100. I believe that I should receive compensation refund difference between a standard ticket and first class ticket for that portion of the trip.

  Business Response

  Date: 09/18/2023

  
  
  
  
  
  
  September 18, 2023
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your flight on 9/10/23.  
  
  In reviewing your complaint, I see that you contacted our ************************ and were offered a $150 Discount Code for your experience.  You declined this offer.  Unfortunately, we cannot refund the difference between First Class and Coach because you did sit in First Class.   The maximum amount of compensation we can offer is the $150 Discount Code.  I 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 ECSR150CHCND494224, in the amount of $150
  
  I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 09/18/2023

  I reject this offer...while I did sit in first class...I did not have a choice to sit elsewhere.  I do not feel that a choice to sit in a broken seat in first class is a comparable and seating opportunity for any passagenger. Even now I am experiencing back and neck discomfort due to sitting so many hours. I believe this airlines can compensate me now or as a civil suit and exposure in media sources.