Complaints

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

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  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

• 

  Alaska Airlines

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

• 

  Alaska Airlines

  5175 Airport Industrial Rd Fairbanks, AK 99709-4466

• 

  Alaska Airlines

  7250 S Tucson Blvd Tucson, AZ 85756-6949

• 

  Alaska Airlines Cargo

  1 Airport Dr # 24 Oakland, CA 94621-1466

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:08/14/2023

  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.

  The date August 13th 2023. I was flying from ********* to ********. I just had a carryon and was at the terminal. They asked if I would check my bag because they needed to save space. I said sure. When I got yo salt lake my carryon was no where to be found. I waited an hour with no luck at the customer ********************** counter. This was at **** am in the morning super tired. They said they would send me my bag and I was upset because my keys were in the bag they lost. Im out the parking for my car as well as the Uber ride and getting *******************. The lady said sorry there was nothing they could do. She said I should have no left my keys in the bag, I said it would not have been lost if I would have just kept the bag with me. They should reimburse my parking as well as transportation. My glasses were also in the bag. I can not get into my work as I had a key fob on the chain.

  Business Response

  Date: 08/15/2023

  
  
  
  
  
  
  August 15, 2023
  
  
  Dear *****,
  
  This is in response to your BBB Complaint # ********.  
  
  Thank you for taking the time to write about your Alaska Airlines flight from ************** to ******** on August 13, 2023. From what you have described, I certainly acknowledge that this has been a very frustrating experience for you, and I appreciate the opportunity to address your concerns.
  
  I am genuinely sorry your luggage did not arrive with your flight, especially since you originally planned to carry your bag onboard. In an industry where customer ********************** is a key feature, Alaska strives to provide excellent service to our guests, and it is discouraging to know that we let you down.
  
  When a passenger's baggage does not arrive with the guest, their luggage is forwarded onto the next space available flight to their destination. A review of your file found remarks from the ******** baggage office in which you were previously advised that reimbursement would not be provided for your parking expenses or Uber ride. Our limitation of liability for delayed luggage is to reimburse our guests for travel essentials such as clothing or toiletries. Alaska Airlines assumes no liability for the loss, theft, damage, or delay of keys. For more information, please review our Contract of Carriage by clicking here.
  
  *****, I greatly appreciate your understanding, as we do have to abide by certain guidelines and procedures to ensure the service each guest receives is consistent and fair when we offer compensation. Respectfully, we cannot reimburse you for your parking or Uber expenses.
  
  I was thankful to see your luggage was delivered to you the next day. I am including a Discount Code as a customer ********************** gesture for your overall experience. 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.
  
  ***************************, Discount Code ECSR100CSCQL1365510, in the amount of $100.00.
  
  I recognize that this experience did not live up to your expectations and regret that we fell short of delivering the high level of service that you expect from us. We value your business and hope that you will choose to fly with us again in the future, as I am confident we will demonstrate the remarkable service you expect and deserve.
  
  
  
  Sincerely,
  
  
  
  ******************
  Central Baggage Service
  
  
  Reference#: *******

• Initial Complaint

  Date:08/13/2023

  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 purchased three round-trip tickets from ******* to ************* for my family on 07/04/2023 around 4:50 pm. The confirmation code for our tickets is MUAUYN. The ticket price that I got when searching the flights was around $423 per ticket with a total around $1270 for three tickets. When I processed the purchase, every steps/pages showed the same price except on the last payment page where the total price increased to $1463, which was around $488 per ticket. Clicking on the price ***********, I saw that there were charges for various taxes and fees adding up to more than $60 for each ticket. So I thought that the ticket prices on the search list did not include those taxes and fees, and then I just went ahead to purchase the tickets. Next day on 07/05/2023 around 7 pm, I purchased another round-trip ticket from ******* to ************* with confirmation code KNPXBO. For this purchase, however, the price that I got when searching the flights was the same as the price that I finally paid for the ticket. Then I called Alaska Airline immediately and confirmed that the ticket prices in the flight searching list should already include all taxes and fees. Then I asked why I was asked to pay over $60 more for each ticket, which is about $193 in total for three tickets. I was told that the ticket price might have been increased at the moment of the payment. The explanation that I got doesn't sound right to me. Purchasing a ticket online should just take a few minutes after determining which flight tickets to buy, and the ticket prices should have been locked at the time of processing the ticket purchasing. Increasing the price of the ticket at the moment of processing payment is not fair to the customers, and I also feel that I was cheated. Therefore, I would like Alaska Airline to adjust my ticket prices and refund me the overcharged payment, which is about $193.

  Business Response

  Date: 08/30/2023

  August 30, 2023
  
  
  Dear ********,
  
  Thank you for your email to the Better Business Bureau regarding your recent ticket purchase.
  
  I forwarded both a copy of your email and the confirmation codes to our IT Department for their review.  Per our IT Department you initiated your shopping through ****** Flight Search and then proceeded to complete your booking on our website.  Therefore we have no way of knowing what you saw when shopping on ****** and what price was displayed.  ****** flight search provides multiple prices and will list the lowest price available but will break down prices by the different airlines that come back.  As you decided to then continue booking on our website, you agreed to the price that was displayed in the cart.  At that time if you had concerns, you should have contacted our Reservations Department.  Unfortunately, we are not able to adjust your the price of your ticket or provide a credit.
  
  ********, 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:08/11/2023

  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.

  Please be advised that I was charged a $30 checked baggage fee for both flights totaling $60 roundtrip despite showing the Alaska Airlines agents my military/veteran ID card. **********************' policy provides a courtesy baggage fee waiver for military & veterans. Please kindly remit the $60 fee. Flight 35 JFK to ********* on 6/28/2023 & Flight **** ********* (with connection in ************* Flight 42) on 7/3/2023. Thank you.

  Business Response

  Date: 08/11/2023

  
  
  
  
  
  
  August 11, 2023
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your experience on 6/28/2023 and 7/3/2023.
  
  I understand that when you went to check-in your baggage you showed your **************** ID and were told that you would still need to pay for your checked baggage. As advised on www.alaskaair.com the baggage wavier is only for Active duty US military personal or Active duty US military dependents traveling on orders. So unfortunately, our Customer ********************** agents were correct when advising that your baggage fees would not be waived. I am very sorry for disappointment or inconvenience this may have caused and I sincerely appreciate your understanding in this matter. I have provided a link if you would like more information on our baggage waivers. ************************************************************************************************************************************
  
  As always, thank you for flying with Alaska and have a wonderful day.
  
  Sincerely,
  
  
  
  *****
  Customer Care Representative
  
  
  Reference#: *******

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20455910
  
  I am rejecting this response because: although the clarification is appreciated, all airlines including Alaska Airlines should really offer a courtesy/complimentary checked bag fee for veterans & their dependents. Our service to this great country did not have an asterisk or fine print. It's a sad day when corporate greed & profits are prioritized over basic courtesies in this case a checked baggage waiver. Alaska Airlines should use this as an opportunity to revise their policies & extend the courtesy/complimentary checked bag waiver for veterans & their dependents.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm disappointed with my recent flight, Alaska Airlines Flight 517 on July 14. We endured a lengthy onboard delay in which we were already on board the plane, uncomfortable heat, distressing environment, crying infant, and only one food option that I couldnt eat due to an allergy. In *******, a child vomited on my pants, leaving me in distress without a change of clothes. I missed my connecting flight due to delays, faced closed facilities, couldn't access my checked bag or food, and received a meager $12 voucher. Unprofessional live chat abruptly and unprofessionally ended mid conversation leaving me with no resolution, in person customer ********************************************* laughing and saying they have no patience for the matter and inability to access my boarding pass causing further delays added to my frustration. Attached are evidence of the subpar customer ********************** I received as well as food pricing highlighting the inadequacy of the voucher. I have video of the in person customer ********************** interaction but am unable to upload it to better business bureau but would be happy to send via email.

  Business Response

  Date: 08/10/2023

  
  
  
  
  
  
  August 10, 2023
  
  
  Dear Deja,
  
  Thank you for sharing your concerns regarding your recent 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.
  
  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 and this caused you to miss your connecting flight to Portland. 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.
  
  Alaska strives to provide exceptional service to our customers. From what you have shared, it is apparent that we have failed. Our employees are committed to taking great care of passengers while looking out for customer comfort and safety. We understand this was a frustrating experience for you and offer our apologies. We assure you that we have shared your concerns so we can continue to improve and take better care of you next time.
  
  To make it up to you, we've included a Discount 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 ECSR200CLCRC467889, in the amount of $200
  
  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: 08/10/2023

   
  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: 01/23/2024

  On August 10th I was issued a discount code for $200 due to travel delays and poor service. I tried to redeem my discount code to book a flight on January 10th but the code was already redeemed while attempting to remedy the problem customer care ended the live chat mid conversation multiple times. I could not fully get a hold of customer ********************** until January 16th upon contact I was informed that the code was redeemed by ******* and ***** (I dont know them) and was issued a new discount code. By the time it had been resolved the flight I was going to book went up by $150

  Business Response

  Date: 01/24/2024

  
  
  
  
  
  
  January 24, 2024
  
  
  Dear Deja,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding your Discount Code that was fraudulently redeemed.
  
  In reviewing your concerns, I noticed that you had called and received a replacement.  However, when you went to use it, the price of the flight you wanted had increased.  Unfortunately, we are unable to offer you any compensation for this.  Ticket prices are not guaranteed until you have placed them in your cart.  
  
  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: 01/25/2024

   
  Complaint: 20448730
  
  I am rejecting this response because: the flight was in my cart ready to be purchased due to an error on Alaska airlines part - issuing my flight credit to 2 people I was unable to use it readily. Due to a lack of a prompt customer ********************** response the flight went up in price over the days I was unable to get ahold of a representative, had a response been received when I originally reached out the flight wouldve been able to be purchased at the original price.
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/03/2024

  
  
  
  
  
  
  February 3, 2024
  
  
  Dear Deja,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.
  
  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#: *******

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my disappointment and dissatisfaction with the service I received from Alaska Airlines. I am deeply frustrated by the misrepresentation of my booking, the response I received from customer **********************, and the overall experience I had during my recent flight on ****** **** on July 7th, 2023.Here is a summary of the issues I encountered:Booking Discrepancy: I booked and paid for a first-class ticket using my Alaska miles. *** Alaska website, as well as the confirmation email I received, unequivocally confirmed that I had secured a first-class ticket.Day-of-Flight Confusion: Upon arriving at the airport and during check-in, I was informed by the carrier that my ticket was not for first class, but instead for economy. This was in direct contradiction to the information provided by Alaska Airlines.Inability to Change Seating: Given my tight schedule and the fact that I was traveling with four family members who had booked business class tickets (with no issues, I might add), I had no option but to accept the economy seating.Unsatisfactory Customer **********************: After the flight, I reached out multiple times to Alaska Airlines to address this matter. *** initial offer of a mere 12k mile difference between the economy and first-class ticket felt not just inadequate but dismissive, especially given the stress and inconvenience I faced both at the airport and afterwards.Rude and Inconsistent Service: Today, when I called for resolution, I was treated rudely and dismissively. *** initial representative was unhelpful and her supervisor was even more so. Instead of understanding and resolution, I encountered confusing and inconsistent explanations, culminating in the supervisor hanging up on me. This is far from the customer ********************** I expected from Alaska Airlines.I hope you can understand that such an experience is unacceptable for any passenger, let alone one who believed they were getting a first-class experience. All I am asking for is an appropriate adjustment to my mileage account and a sincere apology from Alaska Airlines for the significant inconveniences I have endured.I have always considered Alaska Airlines to be a reputable carrier, and it is my hope that you can address this situation in a manner that reaffirms that belief. Thank you for your attention to this matter, and I await your prompt response.Sincerely,Booking Reference: NNAZSG

  Business Response

  Date: 08/10/2023

  
  
  
  
  
  
  August 10, 2023
  
  
  Dear ******,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding confirmation code NNAZSG. 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.
  
  Our records indicate that you did reach out to our ************* Department.  In reviewing that correspondence, our agent did advise you correctly and we are unable to refund in full a ticket that has been flown on.  However, our agent did deposit the appropriate number of miles for the difference between First Class and Coach and provided you with an additional ***** miles as a customer ********************** gesture.
  
  Linfan, 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,
  
  
  
  ***********************
  ************* Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20448305
  
  I am rejecting this response.

  I appreciate your prompt response and Alaska Airlines' commitment to customer feedback. However, I believe there are aspects of this situation that haven't been accurately captured in your correspondence.
  

  Firstly, the repositioning of miles to my account was not something I accepted or agreed upon. Instead, this was done unilaterally after an agent, quite rudely, hung up on me. I assume Alaska Airlines maintains call recordings for training and quality purposes; I would urge you to review that call to gain a clearer understanding of our interaction.
  

  Secondly, your records should indicate that I made significant efforts to address the issue before boarding, including making an expensive international call to Alaska Airlines in an attempt to resolve the discrepancy. I connected your representatives with the partner carrier to confirm my first-class ticket, which should be verifiable with your call records.
  

  The issue isn't merely about the miles credited back or the subsequent gesture of goodwill. The emotional stress, the additional financial implications from the international call, and the overall tarnished experience are my primary concerns.
  

  I was, in essence, "forced" into a situation with no viable alternative. I believe Alaska Airlines should take responsibility for such situations, especially given the proactive efforts on my part to address the discrepancy.
  

  I have always valued my relationship with Alaska Airlines and trusted in the brand's reputation for excellence. Given this recent experience, I hope to see genuine acknowledgement and resolution, extending beyond a cursory compensation in miles.
  

  Looking forward to a resolution that truly considers all aspects of this situation.
  
  Sincerely,
  
  *********

  Customer Answer

  Date: 08/21/2023

  I would like to attach an example that Alaska has the "First Class" available for booking for the same flight I booked but a different date. 

  Obviously, Hainan Airline's fleet on this route are all two-class config and has no first class at all. Alaska was selling things that were not exist at all. I am not sure if that's mistake or fraud....

  Business Response

  Date: 08/29/2023

  
  
  
  
  
  
  August 29, 2023
  
  
  Dear ******,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  Linfan, I can assure you that we do not sell things that do not exist.  As our agent advised you, there was a schedule change for your flight which necessitated a downgrade.  The difference in miles has been redeposited and a customer ********************** gesture of ***** miles was also deposited into your account.  Unfortunately, no additional compensation is due.
  
  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: 09/06/2023

   
  Complaint: 20448305
  
  I am rejecting this response because:
  
  Thank you for your recent communication. While I appreciate Alaska Airlines taking the time to review my case, the resolution offered does not address the fundamental issues at hand, nor does it reflect a fair or just treatment of a long-time customer.

  
  First and foremost, I want to clarify that the miles redeposited into my account were not done with my consent. This action was taken unilaterally after an agent hung up on me rudely during our conversation. I urge you to consult the relevant call recordings to verify this unacceptable behavior.

  
  Secondly, your explanation states that a schedule change necessitated my downgrade from first class to economy. While this might be the case, no details have been provided to substantiate this claim. I request explicit information about what the original schedule was and what changes were made that supposedly required the downgrade. Without these details, your statement remains unsubstantiated and does little to assuage my concerns.

  
  Your apology and additional ***** miles are appreciated but are far from an adequate solution given the gravity of the situation. The overall experience has led to financial implications, considerable emotional stress, and a significantly diminished faith in Alaska Airlines. Offering miles that were unilaterally redeposited without my consent does not serve as just compensation or resolution.

  
  Given these unresolved issues and the opaque handling of my case, I can't consider this matter closed. I would appreciate a timely response that addresses these concerns substantively. Until then, I find it hard to accept your invitation to experience the "high level of service" Alaska Airlines claims to offer.

  
  Sincerely,
  *********
  
   

  Business Response

  Date: 09/09/2023

  
  
  
  
  
  
  September 9, 2023
  
  
  Dear ******,
  
  Thank you for your reply to my previous correspondence.
  
  ******, I can understand your frustration, however, Alaska Airlines did not make the schedule change, ****** did.  Unfortunately, we do not know the reason for the schedule change.  This is why our agent redeposited miles into your account for the downgrade.  We are permitted to deposit miles into your account for a mileage award adjustment and/or compensation without your consent.  The ***** miles I deposited was as a customer ********************** gesture.   
  
  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: 09/14/2023

   
  Complaint: 20448305
  
  I am rejecting this response because:
  
  Thank you for your recent email. There are additional issues that remain unaddressed, and new concerns have arisen.

  Evidence of Schedule Change by ******: I would appreciate specific documentation that outlines what the original flight schedule was and what it was changed to.

  Link Between Schedule Change and Class Downgrade: I request evidence or documentation that shows how the schedule change directly led to my downgrade from first-class to economy.

  Seat Misrepresentation: After contacting ****** Airlines, I have learned that the *** class you sold to me as a first-class seat is, in fact, an economy seat according to ****** Airlines, the actual carrier for this flight. This discrepancy amounts to fraud, as you were selling economy seats under the label of first-class tickets. This is a grave issue and needs immediate attention.

  Unilateral Redeposition of Miles: ***** you claim the authority to redeposit miles into my account without my consent, doing so unilaterally feels dismissive given the inconvenience and misrepresentation I've experienced.

  Given the complexities and the number of parties involved in this issue, transparency and detailed information are crucial for achieving a fair and satisfactory resolution.

  I kindly request that you provide the evidence and explanations asked for in this letter, especially relating to the serious concern of seat misrepresentation, which is a new dimension to my original complaint.

  Thank you for your time and consideration. I look forward to your prompt and thorough response.

  Sincerely,
  Linfan Li 

  Business Response

  Date: 09/18/2023

  
  
  
  
  
  
  September 18, 2023
  
  
  Dear ******,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  Unfortunately, we are not able to provide you with the evidence you requested.
  
  We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we cannot offer additional compensation.
  
  Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer **********************, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join us on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20448305
  
  I am rejecting this response because:
  
  Thank you for your latest communication. I am perplexed as to why Alaska Airlines is unable to provide me with the evidence I have requested. I am not asking for confidential or sensitive company information, but rather for evidence pertinent to my own travel and booking experience, which I believe I have a right to know. 

  Specifically, I asked for documentation or proof that links the schedule change to my downgrade from first-class to economy. Additionally, I requested information about the *** class ticket, which was sold to me as a first-class ticket but was later revealed to be an economy seat by ****** Airlines. The lack of response on this particular point raises serious concerns for me about the integrity of Alaska Airlines' sales practices.

  I would appreciate it if you could explain:
  Why you cannot provide the evidence requested: Given that this pertains to a service I paid for, I'd like to know the reasoning behind the lack of transparency.
  Inadequate Compensation: Saying that you feel the compensation is adequate without providing any context or justification does not address my concerns or contribute to resolving this issue.

  Given that customer ********************** is cited as a significant aspect of Alaska Airlines' values, I would expect transparency, accountability, and a genuine effort to resolve the issues at hand. I hope that we can achieve a more satisfactory resolution than has been offered thus far.

  I look forward to your prompt and detailed response to these matters.

  Sincerely,
  Linfan Li 

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased round trip tickets in December 2022 for a cruise that we have planned in September 2023. at the time of booking I selected the available flight that fit our needs and did not break the bank. A couple weeks ago I had checked to out of curiosity and found that an earlier return flight had dropped in price and was now available. i went online and changed our flight from the later flight (6:22) flight to the earlier (1:40) flight. when doing this i was given a credit, which was not expected, but thought it would be nice. After completing this process i wanted to the credit amount of almost $300 to upgrade our seats on the return flight, and discovered that you can only use this credit for new reservations. Other airlines that i use more frequently, since they have more routes for us here in ********, allow you to use credits for upgrades, baggage, and other items. Why would you give a credit to someone that they can only use for new bookings. this is absurd and makes no sense. it would be one thing if i lived or traveled to an area that Alaska services, but i do not and i am sure a lot of the time this is that case with these credits, Alaska never has to actually redeem them, therefore they are just showing them and not actually having them used. I would just like to use the credit i was given to upgrade the three seats i have already purchased and intend on using. I have flown with Alaska several times and have never had any issues until now, but i will seriously consider not flying with them again due to this antiquated policy. Confirmation# BHFIGG, MCI to SEA Sep 21 and SEA to MCI Sep 29.

  Business Response

  Date: 08/10/2023

  
  
  
  
  
  
  August 10, 2023
  
  
  Dear **********,
  
  Thank you for sharing your concerns with the Better Business Bureau regarding your credit certificates for confirmation code BHFIGG. 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 do apologize that you were not aware that credit certificates can only be used towards the purchase of another ticket.  Because you purchased a non-refundable fare, we do make an exception to provide you a credit if the fare goes down, however, that is only valid towards a ticket purchase.
  
  **********, 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: 08/11/2023

   
  Complaint: 20447115
  
  I am rejecting this response because:
  I was under the impression when I booked the original flight that it was a refundable fair.  If that changed when I changed the return flight I was not aware of that, nor was I notified that was the case.  Either way what good is a credit if you cant actually use it, might as well not even give them out if that is the case.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/07/2023

  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 was delayed on both ways on my recent trip with Alaska Airlines. Flying with an infant really amplified the inconvenience, but I understand that things happen, so I didnt say anything on the way out. On the way back, I have so far been delayed nearly three hours, and have been passed around and around. When I went to the desk, they were incredibly rude, especially one agent who said her name was ***** (at the ****************), and eventually after insulting me, they suggested I contact customer ********************** so I did. That woman told me she was with reservations and couldnt help me but that I should go back to the desk and ask for a lead (manager). When I did, the other agent refused to get one, claiming they were all busy. So my husband called customer care again and they transferred him to baggage, where a man told him we should go back to the desk to ask for a refund again. They insist they cant give us any kind of compensation beyond meal vouchers and suggested I book a flight with a different airline since theyre not sure well get out of here tonight. I looked and there are no other flights to *** tonight. I have to go to work tomorrow and now Im sitting here with a screaming baby and $12 meal tickets. This is unacceptable. I think a full refund is more than due.

  Business Response

  Date: 08/08/2023

  
  
  
  
  
  
  August 8, 2023
  
  
  Dear *******,
  
  I appreciate that you took the time to contact the Better Business Bureau regarding your flight from ******** to ***********. 
  
  Our records indicate that you have received compensation from our Corporate Headquarters for the delay you experienced.  I do hope that your next flight goes must smoother.  Unfortunately, we do not refund tickets that have been flown on.  
  
  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: 08/08/2023

   
  Complaint: 20436827
  
  I am rejecting this response because: I do not wish to receive additional miles to fly Alaska, because I never want to fly Alaska again. I would like a cash back refund.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/22/2023

  
  
  
  
  
  
  August 22, 2023
  
  
  Dear *******,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  Unfortunately, we are unable to offer a refund of your tickets as you did fly.
  
  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: 08/23/2023

   
  Complaint: 20436827
  
  I am rejecting this response because: I understand that it's not standard practice to refund tickets. However, unless it's standard practice to provide experiences as poor as the one my family and I had, I think it's more than reasonable to make an exception and provide a refund. Again, additional Alaska airline credits are not an acceptable way to resolve this issue, as I have no interest in ever flying your airline again.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an Alaska Airlines card member since 2013. On June 30, 2023 my husband and I flew from ********, ** to ***************, ******. He had booked the flights using my LEGAL name '*************************'. We had no problems with our departing flight. However, on July 15, 2023 my husband I were traveling home from *************** ****** and we noticed that my ticket had my former name, '*************************'. I legally had this changed in August of 2021, so there is no reason for why this would have been the name on the reservation. We discovered all of this while at the airport in ******. I called Alaska Airlines then and was on the phone for over an hour, with the majority of that time being on hold with no communication with the agent. At one point the agent did tell me that since I never changed my name on my mileage account that it must be the problem. While on hold, I went on to the social networking app, ******* and posted about the situation and tagged Alaska Airlines as well. I received a comment from Alaska Airlines on my ******* post (while STILL on hold with no communication from the agent) telling me that I must have booked the flight under the other name because Alaska Airlines wouldn't have changed it. I did not book it under my former name, the Alaska Airlines system changed my name AFTER I booked my ticket. This was extremely stressful and was absolutely TERRIBLE customer ********************** on ALL ACCOUNTS of Alaska Airlines. We were finally able to get on our flight after the agent in ****** said that as long as I could provide proof of my name change he would let me on the flight. Thankfully I had a copy of my marriage certificate on my laptop. While this was all happening I was STILL ON HOLD with the Alaska Airlines representative.This was 100% the fault of the Alaska Airlines system auto-changing my name on the reservation without our knowledge. At this time I have not received any further communication from Alaska Airlines and nothing has been resolved.

  Business Response

  Date: 08/08/2023

  
  
  
  
  
  
  August 8, 2023
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding your return flight from *************** to ******** on July 15.   It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  In reviewing your reservation, your ticket was originally booked under "*************************."  You can verify this by looking at the confirmation email you received on 5:22/2023 at 8:48 pm.  This email went to **********************************.  This had nothing to do with your Mileage Plan account although it is still under the name of **************************  Our reservations system does not automatically change names on tickets.  It simply cannot do that as you have to cancel the reservation and rebook it.  My apologies, but Alaska Airlines is not at fault.  I am, however, sorry for your experience with our *********************** and the long hold time.  
  
  ******, 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: 08/09/2023

   
  Complaint: 20424389
  
  I am rejecting this response because: Alaska Airlines is not taking responsibility for their system or their employees. 

  We did not book the flight under *************************. It was automatically changed in the system when my milage plan information was entered. This was VERIFIED by the Alaska Airlines EMPLOYEE that I spoke with while we were in ****** attempting to return home. The ALASKA AIRLINES EMPLOYEE told me this on the phone that is most likely what happened since I would never have booked a plane ticket under a name that I have no identification for. She said that is what happens if the mileage plan information has not been updated, then the system will automatically change the name to match it. YOUR EMPLOYEE TOLD ME THAT. That is not something I made up on my own. 

  The second problem is that there was ZERO resolution or follow-up by Alaska Airlines while I was at the airport. I was on hold for over an hour and for some reason in that time NO ONE was able to figure anything out. Had I not had my marriage license on my laptop (which I don't normally travel with) I would have been stranded in ******. 

  This is absolutely unacceptable. What is Alaska Airlines going to do about this?

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

  Business Response

  Date: 08/22/2023

  
  
  
  
  
  
  August 22, 2023
  
  
  Dear ******,
  
  Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.
  
  We're sorry you feel our response is inadequate. I can assure you what I advised is accurate.  Unfortunately, for your situation, we cannot offer compensation.
  
  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: 08/27/2023

   
  Complaint: 20424389
  
  I am rejecting this response because: This is a cop out. Your system made the error; not me.

  Your representatives failed ** grossly when we were in ******, I recently called Alaska Airlines to change my name on my milage account since that was never done when I was on the phone for over an hour in ******, and that rep literally did it in less than 3 minutes. 3 MINUTES. Yet, while in ******, panicked, it took your representative over an hour to do NOTHING. Your company can go look at ******** I was panicked that we were going to be stranded there.  

  We will be cancelling both of our credit card accounts SOLELY because of this situation.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/03/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a horrible interaction / abysmal customer ********************** from an ********************** gate agent, ******, on my flight number 299, from ****** to ******* on July 2. The *** security checkpoint for pre-check passengers took over an hour, so I was one of the last customers to board. I have a small hardcase carryon (about half of the size of a regular one) that's on wheels. As I walked up to the gate, the agent, ******, without pre-amble told be that I'd have to gate check it, because it had wheels. As I was digesting this information, she asked me if there was camera equipment in it. I responded " would it matter if it did?". ******'s demeanor became extremely combative and hostile. She stated " you had a chance to answer me me right. Since you messed up I'm taking your bag. It's mine now." When I walked on the plane, there were multiple overhead bins that were completely empty and open: I have pictures.My small bag had everything in it: She forced me to walk on the plane with only what I had in my pockets.I've flown hundreds of thousands of miles with Alaska, and never had this type of actively hostile customer "**********************". I think ****** was exhibiting racist behavior, and I'm filing immediate complaints with the BBB and the NAACP.Please contact me immediately to let me know what corrective actions will be taken so other passengers aren't subjected to this racist behavior from your gate agent, ******.

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to cancel my ticket but was told that no one could help me at Alaskan and that I should contact Priceline. I tried to contact Priceline and they directed me back to Alaskan.I have a family emergency and must cancel my ticket. QTTDYZ ***************** Please send a refund of ******

  Business Response

  Date: 08/08/2023

  
  
  
  
  
  
  August 8, 2023
  
  
  Dear Heba,
  
  Thank you for your email to the Better Business Bureau regarding your unused ticket.  
  
  In reviewing your ticket, you purchased a non-refundable, non-changeable ticket thru Priceline.  We are unable to offer you a refund.  I am very sorry.
  
  Heba, 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#: *******