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

618 total complaints in the last 3 years.
203 complaints closed in the last 12 months.

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Submit a Complaint

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:09/08/2023
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 booked a flight to ******* from ****** and it was cancelled due to weather. Which I understand and no problem with it. The issue was that the pilot told us few times that were taking off and we boarded and sit in the plane for 6+ hours and he just said sorry it was cancelled and misjudged on his part. All the time wasted for me and I was very frustrated. Very unorganized. I flew like 3 times with Alaska and got 2 cancellations/major delay. Overall bad experience.
Business Response
Date: 09/09/2023

September 9, 2023

Dear Jicun,

Thank you for sharing your concerns regarding your flight from ******* to ****** that was canceled due to weather. 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.

When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight was canceled due to inclement weather. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

I do apologize that you were on the plane waiting for 6 hours prior to the final cancelation. It is always our goal to get you to your destination as soon as we can, but safely. Our pilot was waiting for the weather to clear and, unfortunately, it did not.

Jicun, 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:09/06/2023
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 was supposed to fly from **** to *******, ** in October of 2022 since I was trying to move there. I spent $9,000 on a move that didnt happen, only to lose out on the money I put toward the apartment in *******, the new place I had to get last minute here in ****, the flights and cat fees, and the movers who also charged me double (whole different story). The reason I couldnt get on the flight? First I had to get water bottles for my cats, then TSA opened the carrier and my middle cat is extremely skittish so she ran. They said my flight was then denied, and I could always book again, but if she ran again, Id be denied again. I couldnt get a car because my card kept flagging the rental companies as fraud, so basically I paid $9,000 on a move to go 5 miles away. The reason Im still upset is because I had specifically called to ask if the cats needed water or food and about TSA and the carriers, and the rep I spoke with said they didnt need food or water, and the carriers would be shut so I wouldnt need to worry about my cats being scared and bolting, which is exactly what happened. I was deceived and lost out on thousands of dollars.
Business Response
Date: 09/09/2023

September 9, 2023

Dear ********,

Thank you for your email to the Better Business Bureau regarding your flight from *********** to ******* on October 6, 2022. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.

I was very sorry to hear that you were not able to take your flight due to your cat escaping from her carrier. It is a TSA requirement that they inspect the animal carriers. In addition, it is the responsibility of the passenger to ensure that they have met all requirements for the pets to travel. Unfortunately, we are unable to reimburse you for the expenses associated with your move.

********, 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:09/06/2023
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.
In May 2023, we had two flights scheduled with Alaska that we had to change because of emergencies at work. We contacted Alaska and they advised that because COVID was over and the tickets we had purchased, Alaska was no longer providing refunds for Basic fares. I requested that we be given a credit to use on another flight and they denied that as well. We submitted a dispute with our credit card company becasue Alaska would not provide the credits. The flight confirmation number is WMHKFA.I have since then booked other flights that we have paid in points an money. We tried to update details of our current flights and found out that Alaska is not allowing us to get ticket these new flights because of the dispute we submitted for the previous WMHKFA flights that we could not take.I'm asking for Alaska to stop charging the $347 for the WMHKFA flights and allow us to continue flying with them with the new flights we purchased. I have been a loyal customer for several years now (member number: *********) and use the Alaska credit card because I like flying with them. Its unfair to have to pay $347 when we couldn't go on those the flights. Our new flights that have been put on hold. Their confirmation number LCSHJS and NZAIMG. These are flights that we paid for already and are not being ticketed because of the $347 dispute. Please remove the balance owed for $347.
Business Response
Date: 09/06/2023

September 6, 2023

Dear ****,

Thank you for your email to the Better Business Bureau regarding confirmation codes WMHKFA for past travel and LCSHJS and NZAIMG for upcoming travel. 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.

****, when you purchased your tickets for confirmation code WMHKFA, you agreed to the terms and conditions of the fare. The type of fare you purchased is non-refundable and non-changeable. You then disputed the charges and your money was returned to you by your credit card company. You owe Alaska Airlines for those tickets. Until you pay us you will not be able to travel on Alaska Airlines.

Please contact our *********************** at ************** to pay for this past debt to avoid losing space on your upcoming reservations.

Sincerely,

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

Reference#: *******
Customer Answer
Date: 09/06/2023

Complaint: 20561593

I am rejecting this response because: I feel that they are not providing me the service I need and I'm sure they find someone to replace me on those tickets. I would like for my other flights to be cancelled and refunded the money and points that were used to pay them.

Sincerely,

*******************
Customer Answer
Date: 09/07/2023
Please cancel my complaint.
Customer Answer
Date: 09/07/2023
Hello, I don't see an option on here to cancel the complaint. My husband and I decided to pay for the balance due and contact Alaska directly. Thank you.
Initial Complaint
Date:09/05/2023
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 mileage plan # ******** We were very disappointed with the Alaska flight **** from ******* to *******.First off it was delayed for about 50 minutes. Boarded on the plane at 5:35 PM and it was not rolling until 6:36 PM and arrived in ******* at 12:44 AM Before that, we encountered bag check-in issues. Even though we have been their members for years, we had to pay $70 just because we were not using the Alaska credit card when we booked the tickets (Southwest Airlines 2 free bags check-in without any membership)The so-called customer ********************** manager, Lexi was very rude, she was cutting us off before we were finished with our questions. I think **** is racist with her condescending attitude.I am not sure how **** was promoted to the customer ********************** manager level with such unprofessional skills.Seriously, I was caught off guard, we thought we were at the "Spirit Airlines counters".We will think twice before we fly Alaska Airlines again. Probably Southwest Airlines is a better choice from now on.
Business Response
Date: 09/05/2023

September 5, 2023

Dear ****,

Thank you for your email to the Better Business Bureau regarding your flights to and from *******. 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 order to receive the free checked baggage, you need to pay for your reservation using your Alaska Airlines ************** Card. My apologies that you were not aware of this. Unfortunately, you were charged correctly and I am unable to refund the fee for you.

When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight was delayed due to unforeseen circumstances. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

****, 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: 09/11/2023
So disappointed with this airlines. The so called Customer ********************** managers were a joke. It will be a long while before I fly with this airlines again. SouthWest Air is a much better choice and I will encourage my family and friends to do so as well.
Initial Complaint
Date:09/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/19/2023, my daughter and I boarded Alaska Air flight 17 [************************************************* (***) to ****** Airport (*******)]. Upon boarding, I was told I had to check my CARRY-ON luggage. I took pictures showing ample overhead space available). Upon pick-up at the luggage carousel, I informed Alaska of a notable, new puncture and stains on the luggage's fabric. I filed a claim (See 2 paragraphs below) with Alaska for monetary reimbursement of $250.00 (based on ****** pricing where I bought the luggage, which a year later is now valued at $350). Pictures are attached. Specifically, a picture of a *************** with telephone # shown above the photo' was taken by our car service person - proving the luggage was puncture-free prior to the flight. Alaska assumes no recourse for their negligence. I seek $250 reimbursement for damages. Thank you,******************************* August 31, 2023 Dear *******,Please accept my apology for the experience you had surrounding the damage to your luggage.In an industry where customer ********************** is vital, we have always made great efforts to provide exceptional service to our customers. Careful handling of your luggage is certainly a part of this commitment. Based on the photos submitted we have reviewed your claim. We believe this to be damage caused by the ordinary handling of checked baggage. For this reason, we are not able to offer compensation for the observed damage to your luggage. For additional information, please visit our Contract of Carriage at ******************************************************************************. While I would like to provide additional assistance in this matter, I am afraid that I am unable to assist you further. We value your patronage and our hope is that you will allow us to demonstrate the high level of service we are known for and that you deserve on a future flight.Sincerely,****************Alaska Airlines Reference#: ******* Incident#: SEAAS53571153
Customer Answer
Date: 09/08/2023
Hello,
I am reaching out to see if Alaska Airlines has responded to Complaint file #: 57944205-A3AEE. I have not seen any response to the complaint.
Thank you!
*******************************
Business Response
Date: 09/12/2023
September 10, 2023

Dear *******,

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

Thank you for writing about your Alaska Airlines flight from ******** to ******* on August 19, 2023. From what you have described, this has been a frustrating experience for you and I appreciate the opportunity to address your concerns.

Alaska genuinely cares about providing you with a safe, efficient, and friendly travel experience. We pride ourselves on our longstanding reputation for providing extraordinary customer ********************** to our guests. It was disappointing to learn that you felt that we had been negligent in handling your baggage. Please accept my sincere apology that your luggage was damaged during your flight.

I can understand your disappointment that you were required to check your luggage that you intended to carry onto the plane with you, especially since overhead bin space was available. According to the notes in your file made by the ******* Baggage Office, your bag appeared to be too large to fit into the overhead bins, and therefore you were required to check your bag.

We appreciate that you filed a damaged baggage report at the ******* Airport and submitted the Statement of Mishandling Form (SOM). We have conducted a secondary review of your case and based on the photographs provided, the damage appears to have been caused by the ordinary handling of checked baggage. For this reason, respectfully, we are not able to offer compensation for the damage observed to your luggage. For further information regarding our baggage policy, please visit our website under Rule 15.N.1. at Contract of carriage - Alaska Airlines.

As a gesture of apology for any inconvenience caused by your baggage experience, 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 ECSR50CWCNL1264580, in the amount of $50.00.

*******, we appreciate that you took the time to reach out to us. I know that this experience did not live up to your expectations and regret that we fell short of delivering the remarkable service that you expect from us. It is my hope that you will choose to fly with us again as I am confident we can provide you with the exceptional service we are known for and that you deserve.

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

Reference#: 9167928
Incident#: SEAAS53571153

Customer Answer
Date: 09/14/2023

Complaint: 20554041

I am rejecting this response because: The statement made by ****** in support Alaska Airlines (I directly quote from the letter) 'Alaska genuinely cares about providing you with a safe, efficient, and friendly travel experience. We pride ourselves on our longstanding reputation for providing extraordinary customer ********************** to our guests... . Please accept my sincere apology that your luggage was damaged during your flight.' This clearly evidences that Alaska did in fact damage the luggage during my flight. Further stated was: '...your bag appeared to be too large to fit into the overhead bins,...', however, no one officially checked the size with any type of measuring tool which evidences that Alaska never confirmed the measurements of my luggage before taking it.
If Alaska prides itself on providing an (direct statement from Alaska's response) 'Alaska genuinely cares about providing you with a safe, efficient, and friendly travel experience. We pride ourselves on our longstanding reputation for providing extraordinary customer **********************...' this experience and the response by Alaska proves this statement is inaccurate. If Alaska wished to provide efficient service, my luggage would not have been compromised once it left my hands as I entrusted it to airline workers.
Sadly, as a long-standing Alaska Airlines **** card holder, I am reconsidering future use of Alaska Airlines services for my flight needs because of Alaska's underwhelming response to their accountability for customer property and consideration. I do not accept a $50 credit because accepting this offer implies that I would continue to see Alaska Airlines for my future flight needs, and it also implies I validate Alaska's stance on customer ********************** - of which neither of these stands true for me after this experience.
I have and will share this experience with my family, friends, and teaching colleagues. Alaska, I truly hope you redeem your company by putting forth more genuine efforts to keep your customers satisfied.

Sincerely,

*******************************
Initial Complaint
Date:08/29/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I scheduled a trip in good faith from ******* to ******* for August 24, 2022. The purpose of travel was to attend my children's father's. Funeral/memorial service. The dates were changed thus requiring me to change my dates. I immediately contacted Alaska Airlines to cancel the reservation, thereby receiving.an Alaska Airlines credit certificate. Details:*********************************, Ticket Number ************* issued on August 12, 2022. The itinerary: ***/SEA ******************** **/*******, ** on Wednesday, August 24, 2022. Alaska Airlines 39 Fee Summary (USD) $422.70 base, taxes, $46.30, Total $469.00.I made several attempts to secure a reservation prior to the end date of which I could travel but to no avail. I called and was consistently placed on hold or couldn't get through to the airlines care team. I was told multiple times to call them. I did so. The process was overwhelming. The most egregious part is that I made every effort possible to spend the certificate. I was told I had a full year; however, this is not the case. Customer ********************** for me was extremely poor thereby causing me to lose $469.00. I then for the trip had to go through a different airline when I had a credit to Alaska Airlines. The death situation and all involved with that was stressful enough and now this is devastating.
Business Response
Date: 08/29/2023

August 29, 2023

Dear *******,

Thank you for sharing your concerns with the Better Business Bureau regarding your expired residual value certificate. 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.

Although I am unable to replace it, I have included a Discount Code in the amount of $450.00 for your use. 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 ECSR450CJCFC010495, in the amount of $450

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: 08/30/2023

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,

*********************************
Customer Answer
Date: 03/16/2024
I filed a complaint against Alaska Airlines and a reservation with the Better Business Bureau in August of 2023. I heard back and accepted the resolution of the complaint. I was given a Discount Code" ECSR450CJCFC010495 to use on a new flight. The name of the person I received the response from is *********************** with a Reference Number: *******. BBB Complaint ID: ******** File Date: 08/28/2023, Type: Billing or Collection Issues. I attempted to use this Discount Code in February 2024. The error message that was given: This code has already been used. This is not true at all. I have not travelled on Alaska Airlines by use of this code. I am wondering if the person *********************** provided me the incorrect code. The code does not expire until July 2024. I drafted an e-mail to Alaska Airline on March 4, 2024. I have yet to receive a response. The email was addressed to ***********************. I attached copies of the complaint and her previous response. I called the airline to confirm the code and was given the same error message that the code had already been used on my travel. I would prefer a cashier's check for $450.00 or a mailed travel voucher that is legit and legal. Thank you. This is extremely disheartening. I would like Alaska Airlines to honor this commitment so that I can travel.
Business Response
Date: 03/26/2024
March 26, 2024

Dear *******,

Thank you for your email to the Better Business Bureau regarding your $450 Discount Code. 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.
The Discount Code I provided you was legitimate. Unfortunately, it was used by someone else and we are investigating how that happened as the code was only sent to you.

I have included a replacement code at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.

*********************************, Discount Code ECSR450CQMSP011850, in the amount of $450

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:08/29/2023
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.
Reference#: ******* Incident#: SEAAS75914114 I'm writing to report a distressing incident during my May 11th, 2023 flight from ********** to ******* (AS ****) with Alaska Airlines. I must provide a detailed account of this unfortunate experience involving my lost bag.Upon departure, I was urged to gate-check my bag due to limited space. Unfortunately, my bag failed to reach ******* as intended. I swiftly contacted the baggage center and promptly filed a claim as advised.Post their investigation, Alaska Airlines acknowledged my bag's absence in ******* but conveyed uncertainty about its location. In response, I embarked on an exhaustive search, employing a relative to explore the ******************'s lost and found, making numerous calls to the local Alaska Airlines line, and expending countless hours to find a resolution.Importantly, my lost bag contained priceless items, including handcrafted clothes gifted to my newborn by family members. These irreplaceable pieces magnify the distress of this situation.Initially, my aspiration was to recover the bag and arrange its delivery. Yet, as feasibility dwindled and an extensive "investigation" period transpired, I resorted to filing for reimbursement. I scrupulously itemized the bag's contents, as stipulated, requesting $1800+ in compensation.Though the review culminated and a communication affirmed reimbursement within 30 days, relief was fleeting. Regrettably, 30 days have elapsed, and the promised reimbursement has not materialized.I beseech your intervention to facilitate due processing of my reimbursement, as promised. While I acknowledge potential unforeseen delays, the protracted wait is disconcerting and disruptive.Your attention to this matter is deeply appreciated. I anticipate a prompt resolution and thank you for your assistance.Sincerely,*********************************
Business Response
Date: 09/12/2023
Hi,
This complaint was already responded to on August 31, 2023.
Thank you

Adora
Initial Complaint
Date:08/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
original return direct flight to ********, ** was canceled. I was not able to see my itinerary online. Website said to call Airline directly. I did a search for direct flight to ************, none available for day before or after. I dud a search for direct flights to *************. Found round trip for $373, this included upgrade seats on departing flight. I called to make switch to the ************* since no direct flights available. Lady on Alaska change flights, and charged me $495 extra for premium seats. I checked my account for the difference in fare (495 original to ************- 373 updated to ************* = $1025 passengers = $510) difference not in my account. I called back day after 8/25/23, customer ********************** said they cannot go back and use yesterday price of $373. Price difference of today was $17. I told him price difference was not honored yesterday. On top of that, I was charged $495 for 5 premium seats. The $373 already included premium seats. Spoke to a manager, he said this was a lateral move.not lateral if I am out $510 on cheaper flight, plus $495 on premium seats. Total price I am asking for is $1005.
Customer Answer
Date: 08/26/2023
Flight confirmation code: HNJMPK
Departing: 12/30/23
Returning: 01/10/24
Customer Answer
Date: 08/26/2023
Date Problem Occured: Thursday 8/24/23

Date(s) Complained: Friday 8/25/23

Purchase Date:
April 2023 at $475 per ticket, exchanged 8/24/23 at $373 per ticket (this price already includes premium seat upgrades)

Product/Service:
5 round trip airfare tickets

Account #:

Order #: HNJMPK

Purchase Price:
$475 per ticket, exchanged 8/24/23 at $373 per ticket (this price already includes premium seat upgrades)
Payment: credit card
Dispute amount:$475 original- $373 exchange x 5 passengers = $510 rate difference. PLUS $449449 seat upgrades. Total of $959.95

Business Response
Date: 08/29/2023

August 29, 2023

Dear ******,

Thank you for your email to the Better Business Bureau regarding your recent reservation. 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 the original confirmation code you booked but could not access on our website. Once I receive this information, I will see what I can do for you.

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

Sincerely,

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

Reference#: *******
Customer Answer
Date: 08/29/2023
Flight confirmation code: HNJMPK
Flights
Arrives
Departs
Flight
Flight Alaska 1434
1of2 **** San
Main (N)|
************, *****/Los
Nonstop
CA (SIC) *****
Details
|Sat, Dec /(***)
Alaska 1434
, |30
Sat, Dec
Distance: ***** mi 7:30 am 30
11:26 am
Duration: 2h ours
56minutes
Flight Alaska 1435
2 of
2
**** San
Main (N)|
*****/Los ************,
Nonstop | ***** ** (***)
Details
Wed , Jan
(***)
Alaska 1435
Wed, Jan 10
Distance: ***** mi h10
|3:22 pm
1:30 pm
Duration: 2h ours
52minutes
Customer Answer
Date: 08/29/2023

Complaint: 20522653

I am rejecting this response because:
no resolution, inquiry is about flight confirmation. Please see attachments that have **** submitted.

Flight confirmation code: HNJMPK
Flights:
Flight Alaska 1434
1of2 **** San
Main (N)|
************, *****/Los
Nonstop
** (SIC) *****
Details
|Sat, Dec /(***)
Alaska 1434
, |30
Sat, Dec
Distance: ***** mi 7:30 am 30
11:26 am
Duration: 2h ours
56minutes

Flight Alaska 1435
2 of 2
**** San
Main (N)|
*****/Los ************,
Nonstop | ***** ** (***)
Details
Wed , Jan
(***)
Alaska 1435
Wed, Jan 10
Distance: ***** mi h10
|3:22 pm
1:30 pm
Duration: 2h ours
52minutes

Sincerely,

*******************************
Business Response
Date: 09/09/2023

September 9, 2023

Dear ******,

Thank you for the additional information regarding your upcoming reservation at the end of the year.

I have done a thorough review of the reservation. Unfortunately, your upcoming itinerary had a schedule change. 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, if you choose not to fly. According to the notes in your record, you were advised of our reaccommodation policy but you felt you were owed a difference in fare. Our agent was correct in advising that you were not *********** a difference in fare but did offer to refund the Premium Class seats you purchased. Unfortunately, you declined that offer. On behalf of Alaska, I offer my apology for your disappointment.

******, we value your patronage and look forward to welcoming you aboard another Alaska flight soon.

Sincerely,

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

Reference#: *******
Customer Answer
Date: 09/14/2023

Complaint: 20522653

I am rejecting this response because: When making changes to reservations via Alaska.com, the change in fare automatically goes to the account. You can see the purchase fare price vs. the new fare price. This happened when i made a change in to my October flight. I was issued a $50+ credit because there was a difference in fare price on the date i made the change.
However, I was not allowed to make flight changes online. The Alaska web said to call the airline directly. So I called the number on the screen (AFTER i researched current fair price of $373.39 on 8/24/23 this includes price includes the premium seats) . If i make a change via online OR phone- the Alaska Airline process should be the same respecting the fare price difference.
I believe Alaska does make an exception to provide customers with a credit if the fare goes down, AND, that is only valid towards a ticket purchase. I have 5-purchase tickets.

Sincerely,

*******************************
Initial Complaint
Date:08/21/2023
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 flew with Alaska airlines on 07/21 to ************. And it was a nightmare from the very beginning! First they left my bags in the state where I flew from and i didnt have any clothes to change into for the whole day. Then I get my bags 12 hours later only to find out that items are missing ! I submitted receipts on several occasions of the missing items and would call to follow up and they would tell me I need to send more information. The receipt for my bag just so happened to be super long. Today is now 08/21 and its still not resolved ! I just spoke with ****** in central baggage who appears to be a supervisor who told me that after I sent in all the documentation (last documentation sent on 08/10) that she needs one whole picture of the receipt instead of two separate ones. In the initial part of our phone call she said the receipts I sent didnt have most of the information they needed (dates, itemization) and she said the big and little receipts were stapled together. One receipt showed the transaction ID/card number and total amount and the bottom one was the itemization of the item purchased. She then comes back and lies and says she cant see the date on the top one (but she knew it was stapled) after I told her she said that she then advised that management put in the file they need a picture of the big receipt with all of the information (which is nearly impossible because its long and has to be sent in several photos to see all of the information. To sum everything up they are a money hungry company who does not want to pay for my missing items and are doing everything they can not too even though Ive done everything they have asked and followed protocol !
Business Response
Date: 08/23/2023
August 23, 2023

Dear *******,

This is in response to your BBB Complaint #********. I appreciate the opportunity to address your concerns. I was disappointed to hear that not only was your luggage delayed, but it was missing items when it was returned to you. As our guest, you have every right to expect that your luggage will arrive on time and intact. I am truly sorry that this was not your experience.

Thank you for taking my phone call this afternoon, I appreciated the opportunity to discuss the claim and the next steps to a resolution. As soon as I receive the dated and itemized Louis ******* receipt and the ***** invoice that we discussed on the phone I can continue processing your claim. I know that this has been a very inconvenient and frustrating situation, and I sincerely apologize.

Please know that I have also shared your experience with our ******* Station Managers for review. I sincerely believe that by doing so we will be able to provide you and other guests with better service in the future.

As a customer ********************** gesture, I am including a $75 travel voucher for use on a future flight. I know that this does not take away from your negative experience, but I hope that this voucher is accepted in the manner that it is intended.

Please reference the appropriate code below at the time of booking. To use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form. Your Discount Code must be ticketed within one year from the date of this email and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. Complete Discount Code rules and restrictions can be found online at alaskaair.com.

***************************, Discount Code (eCert code) ECSR75CQCJD1086414, in the amount of $75

I know that this is not what you were expecting when you chose to travel with us, and I genuinely apologize. Thank you for being a valued Alaska Airlines Mileage Plan member since 2016, we truly value your patronage. I look forward to welcoming you 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#: 9053007
Incident#: ONTAS41531904
Initial Complaint
Date:08/21/2023
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.
Confirmation #YSIMYS Travel Date: Aug 10, 2023 Purchase Date: Dec 22, 2022 Price: $444 When our flight got delayed from *********, the Check-in counter cancelled all of our connecting flights, ******* to ****** and ****** to *********, and told us that we would not make those flights. We had all booked first class seats several months prior for these flights. The only available option they offered is for us to stay overnight at ******* airport and take 9am flight, in economy middle seats for all six of us. We had no choice but to accept. In *******, we found out that our flight to ****** had been delayed, and we could still make that original connection. At ******* they told ** that they sold our original first class seats, and the only seats available are economy and all middle seats that they had not sold. We had no other option but to take those seats. The same scenario happened at the ******. When we got in the airplane, we saw one empty seat in first class so we requested if one of us (one of the people in our group has a leg issue) can use that seat but they said no, and after a little while, we saw that someone from economy moved into that seat. Also, there was one empty aisle seat in economy that we asked if we can use, but they said not yet and they will let us know if he can move into that seat. They never got back to us on that, and the seat remained empty for the entire flight. We felt like in both scenarios, it was racism. We received an email that we will get only a price adjustment (first class vs. economy) of $16.69 per passenger. When I called their Customer relations, the lady was so rude and was not willing to listen at all. She said there is nothing that they can do since we already flew using those tickets, and accused me of trying to get a free flight. She said Alaska helped us out by getting us home, and I should be grateful instead of asking for compensation for my switch from the first class seats I paid for to middle seats in economy.
Business Response
Date: 08/22/2023

August 22, 2023

Dear *****,

Thank you for your email to the Better Business Bureau regarding your flight on August 10, 2023. Our records indicate that you contacted our ************************ on 8/11/2023 and a resolution was provided and accepted.

Rajiv, 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: 08/22/2023

Complaint: 20501659

I am rejecting this response because: on 8/11 during that call, we did not know what resolution will be offered. Our seats for both flights were sold to someone else so Alaska Airline made money on those seats, technically twice. We purchased our tickets in December to fly in August so if we would have purchased economy tickets back then, we would have not selected middle seats for all of us. We believe that we should be refunded full amount for not getting what we purchased and also because how we were treated and all the inconvenience we went through.

Sincerely,

***********************
Customer Answer
Date: 08/22/2023
Due to total characters limit in original complaint, I was not able to provide all the details so here it is. Thank you so much!

Our flight from ********* to ******* got delayed, so at the airport Check in counter they cancelled all of our connecting flights (******* to ****** and ****** to *********) because the Alaska Airline employee told us that we would not make that flight. We had all booked first class seats several months prior for these flights. They said that the only available option is for us to stay overnight at the ******* airport and take 9am flight to go to *********, in economy seats and middle seats for all of us. They were not willing to do much for us. We had to go with the option they offered since my husband had to catch flight to Ireland next day.

Right before we landed in *******, we found out that our flight to ****** had been delayed as well, and we could still make that original connection. When we reached out to the customer ********************** in *******, they told ** that they sold our original first class seats, and the only seats available are economy and again all middle seats that they ,had not sold. We had no other option but to take those seats. The same scenario happened at the ****** airport for our last segment back to *********. When we got in the airplane, we saw one empty seat in first class so we requested if one of us (one of the people in our group has a leg issue) can use that seat but they said no, and after a little while, we saw that someone from economy moved into that seat. Also, there was one empty aisle seat in economy that we asked if our friend with the leg issue can use, but they said not yet and they will let us know if he can move into that seat. They never got back to us on that, and the seat remained empty for the entire flight. We felt like in both scenarios, it was racism.

When we called the customer ********************** after arriving in *********, they said they will look into it and get back to us. We received an email that we will get a price adjustment (first class vs. economy) of $16.69 per passenger.
When I reached out to their refund department, they asked me to call their Customer relations to request compensation for the inconvenience we had to go through. The lady on the customer relations phone line was so rude (I cant believe Alaska Airline hire people like her to work in their customer relations) and was not willing to listen to me at all. She told me that there is nothing that they can do since we already flew using those tickets, and because I asked her if we could be given vouchers for another flight, she accused me of just trying to get a free flight. She said Alaska helped us out by getting us home, and I should be grateful instead of asking for compensation for my switch from the first class seats I paid for to middle seats in economy.

Its not about the price adjustment, its about all the inconvenience we went through and how we were treated.

Please note that we booked these first class tickets back on 12/22/22 to ensure we get to rest on our way back home after a long family trip. Alaska Airline sold our seats so they collected double the money, put us in the middle seats that were not sold until last minute.

I am asking Alaska Airline to look into this and offer us compensation for all the inconvenience we had to go through during this trip.
Business Response
Date: 08/29/2023

August 29, 2023

Dear *******,

Thank you for your email to the Better Business Bureau regarding your travel from ********* to ******* on August 10th.

Our records indicate that we have already been contacted by *******************, who was traveling with you, and he accepted the compensation provided. A refund of the difference between First Class and Coach was processed by our ********************* and you should see the credit.

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: 08/30/2023

Complaint: 20501659

I am rejecting this response because: When ***** called and talked to someone, did not know that we will be getting only $16 in refund for moving down to middle seats in economy vs, what we paid for, first class seats. Alaska Air is completely ignoring about the inconvenience we went through and how we were treated on these flights. We felt the same during those flights as well, since they did not let us move to the empty isle seat or empty first class seat. I don't believe they read the entire detail.

Sincerely,

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

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