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

619 total complaints in the last 3 years.
202 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:05/24/2025
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 able to login to my account event after doing multiple password resets, I finally got someone to help reset my account after being hung up on numerous times, waiting on hold for countless hours and attempting to do it through Alaska airlines website. I had lost luggage, cancelled flights and super long delays that were to be provided miles to compensate. When I finally logged in I have zero flying hours (even though every flight was linked to my AA number) and none of the compensation flights. I called, sat on hold for 2 hours and was told idk call a different number which was the number Ive called and been unable to get through. Ultimately, theres miles lost and their website intentionally locks users out so they cannot access their accounts.
Business Response
Date: 05/31/2025

May 31, 2025

Dear Mariah,

Thank you for your email to the Better Business Bureau regarding your experiences with Alaska.

I understand how frustrating it must have been to experience issues with logging into your account, despite multiple password resets and attempts through our website. We strive to provide a seamless and efficient digital experience for our guests, and I regret that this was not the case for you. Upon my review I see that our ************* Representative you contact via social media sent your feedback to our IT Department and advised how to reset your password online.

Regarding the lost luggage, canceled flights, and long delays for which you were promised compensation in miles, I apologize for the inconvenience this has caused. It is disappointing to hear that your miles and compensation were not reflected in your account, despite being linked to your Mileage Plan number. We aim to provide accurate and timely updates to our guests' accounts, and I regret that this was not demonstrated to you. With that said, if your miles are still not in your Alaska Mileage plan account please go to Request missing credit - Alaska Airlines Mileage Plan so you can request your missing miles. You can also call our ************* Department at ************* to request your miles be added and to request your missing compensation. Please note that if you have a Mileage Plan number with another airline and wish to add your Alaska flights into that account, you will need to contact that airline directly.

I also understand the frustration of being hung up on, waiting on hold for countless hours, and receiving inadequate assistance when you called for support. We strive to provide courteous and effective service to all our guests, and you have my sincere apologies that this was not your experience.

As a customer ********************** gesture, I have included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* 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 ***********************.

****** ******, Discount Code ECSR75CRGTY1272005, in the amount of $75

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
************* Representative II

Reference#: ********
Initial Complaint
Date:05/21/2025
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 want to file a complaint against Alaska Airlines regarding the cancellation of a confirmed flight. This situation has caused significant financial hardship and distress, impacting our family's ability to attend my daughter's wedding.On Jan 4th, 2025, I booked four round-trip tickets through **************** for an Alaska flight from ******* to ******, scheduled for June 4th. Upon booking, I received a confirmation code that successfully pulled up all details within the Alaska Airlines mobile app. For five months, the flight was confirmed in the Alaska Airlines system, I periodically checked the app to ensure no changes or delays occurred.On May 18th, when attempting to check the flight, I discovered the confirmation code returned an error, and the flight information was gone from my Alaska app. Upon contacting Alaska Airlines, I was informed that my flight had been canceled within the past few days because **************** became an "unauthorized" retailer on April 16, 2025.Alaska Air offered no solutions but to rebook at todays rate. It is unacceptable for an airline to cancel confirmed flights booked through a previously authorized retailer without any direct notification to the passengers. Alaska Air failed to inform me of this critical change despite having my contact info. As a direct result of this cancellation, I was forced to rebuy tickets for a worse flight at a significantly higher price, causing unforeseen financial strain. This disruption has not only impacted my ability to afford the trip but has also separated me from other family members. The loss of our original tickets has ruined our plans for this significant family event.I request that Alaska Airlines reinstate our original four tickets for the price we initially paid and honor the commitment made when the flight was confirmed. This situation is entirely due to Alaska Airlines' internal policies and lack of communication, and it should not be borne by innocent passengers.
Business Response
Date: 05/22/2025

May 22, 2025

Dear ****,

Thank you for your email to the Better Business Bureau regarding your canceled reservation.

Upon my review, I see that you did not provide any flight information such as a confirmation code or ticket number. So that I can assist you, please reply with your confirmation code and ticket number.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 05/22/2025

Complaint: 23362951

I am rejecting this response because I have the information requested by Alaska Airlines .
Alaska flight confirmation number is QREBSJ.
I had 4 tickets issued by Alaska under this reservation. As soon as I received a confirmation, I added this trip to my Alaska app under my Alaska member login. I was monitoring it closely as the schedule for this flight has changed once.
I also would like to add that my other family booked their tickets based on my reservation. My 88 year old mother is on that flight and I booked a hotel for her under my name. Now her travel is in jeopardy due to our situation. My daughter with her husband 2 toddlers are on this flight. They are relying on our help with the kids . Now they are in dire situation, considering cancelling their entire trip. Alaskas actions caused an entire chain of events that has put our big family event in jeopardy.
It is my strong belief that the tickets that were confirmed by Alaska while the ******************* had a valid relationship with the business, should have never been cancelled if the relationship was terminated after the sale was completed.
I am hoping that Alaska will remedy this wrong by doing the right thing for the customers.

Sincerely,

**** *******
Business Response
Date: 06/03/2025

June 3, 2025

Dear ****,

Thank you for your reply to the Better Business Bureau.

When booking travel through a third party such as Cheap Flights, your contract is with that agency and it is a buyer beware as you must make sure that you are booking through an authorized agency. Alaska did not collect the funds from your ticket purchase due to Cheap Flights not being authorized to sell tickets on behalf of Alaska. I am very sorry if this was not better communicated by our Reservations Agent and your feedback has been shared with our Reservations Supervisor.

As for Alaska not contacting you regarding this matter. Cheap Flights should have contacted you regarding this cancelation as they are the ones you booked your travel through. So as advised in my previous correspondence you must contact Cheap Flights directly for any compensation and/or reimbursement. I once again apologize for any inconvenience and disappointment this has caused and I sincerely appreciate your understanding in this matter.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:05/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Conf # WTIRFB My flight has been changed numerous times over the past months, and I called today asking to rebook to Flight 1717 departing from ********* on 7/6/25 at 1:25pm. The employee representative was nice but the supervisor was rude as you can imagine. Even though my arrival time change is greater than 1 hour (9:54am in ORD as quoted in Oct 2024 at time of booking to 10:59am in ORD as quoted now and attached), they say I cannot get onto the nonstop. This is ridiculous and they were so unhelpful and ******* was so unsympathetic. Please do not make excuses for her behavior and use some common sense and help me. We are at an hour for all intents and purposes, so this schedule change should then be qualified as significant.
Business Response
Date: 05/20/2025

May 20, 2025

Dear ********,

Thank you for your email to the Better Business Bureau regarding confirmation WTIRFB.

I was very sorry to hear that your American Airlines flights that were booked using your Alaska miles had several schedule changes. 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.

Additionally, there are only a certain number of mileage/award seats per flight (class of service) and it is up to the airline that is operating that flight on how many mileage/award seats they will permit on each flight and what flights are available for mileage/ award bookings. So, because American is the operating carrier and is not allowing the use of Alaska miles to book the nonstop flight 1717, our Reservations Agents could not rebook you onto that flight.

I understand that our Reservations Agent was nice, but our Lead was rude and unhelpful. I sincerely apologize for any rudeness or lack of empathy you experienced during your call. We strive to provide our guests with courteous and helpful service, and I regret that this was not your experience. I have shared your feedback with our *********************** Team for their review.

That said, ************* unfortunately cannot assist with rebooking's or preflight concerns. Please reach out to our *********************** directly at ************** to see if any other flight options have become available. They are open 24 hours a day, 7 days a week.

Alternatively, Reservations may be reached via chat or text. More information about these communication channels may be found at *****************************************************

As a customer ********************** gesture, I have included three Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* 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 ***********************.

******** *******, Discount Code ECSR75CCGKW1268886, in the amount of $75

******* *******, Discount Code ECSR75CMGKW1268887, in the amount of $75

Atulbala *******, Discount Code ECSR75CGGQW1268888, in the amount of $75

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
************* Representative II

Reference#: ********
Customer Answer
Date: 05/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *******
Initial Complaint
Date:05/11/2025
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.
My wife and I had our first Alaska Air flight, AS458 on 5/9/2025. We booked the flight at 1130pm for the 7am flight because of a family emergency. We did not sleep that night and left our house at 430am. We both booked exit row seats. The gate agent first asked if my wife was ready, willing and able to help in case of emergency. She hesitated and said yes. The gate agent then asked if we had a minor under the age of 15 traveling with us. I said no.The agent very rudely and loudly told me she had to answer. The agent then loudly said to his colleague and all the other passengers. There were 2 or 3 men yelling out questions at us. I have seen people get arrested with less commotion. Someone yelled Reseat her! The question about the minor was a very confusing one because it was obvious it was only the 2 of us and we were holding 2 tickets. Even if we had a minor with us, the minor was not seated at exit row. In all of our travels, we have never been asked about traveling with a minor because we booked exit row. Despite being a very empty flight, the agent booked us in a middle and window when we originally had an aisle and window. The yelling, the bullying, and the publicly calling out is disgusting. I cannot think of any other reason for this unacceptable, rude, disgusting behavior except for racism. The main instigator was a middle aged overweight man wearing a white Hawaiian shirt. His colleague piled on and told me she had to answer the 15 year old minor question. There were a total of 2 or 3 men aggressively yelling questions at a small woman, intimidating her. The agents gleefully and intentionally escalated what could have been handled quietly and professionally. At the very least, they need to be retrained.
Business Response
Date: 05/13/2025

May 13, 2025

Dear Chiashin,

Thank you for your email to the Better Business Bureau.

I am sorry for your experience with us. To ensure your concerns are thoroughly reviewed, our **************************** will be reaching out to you via email once they have researched and reviewed what you have shared regarding this situation. This response may take up to 30 days to be received. Please provide me with your contact information so we may reach out upon the conclusion of our review.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: 11152331
Customer Answer
Date: 05/13/2025
As requested, my email is ************************ However, I would like you to respond on the BBB platform

Complaint: 23315932

I am rejecting this response because:

Sincerely,

******** ****
Business Response
Date: 05/22/2025

May 22, 2025

Dear Chiashin,

Thank you for your reply email to the Better Business Bureau.

Once your concerns have been reviewed by our ***************************** a response will be sent via the Better Business Bureau platform.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 05/30/2025
Hi this case was closed in error. In my last communications, I rejected the company's response because the company only asked for my email and told me to wait, with no resolution whatsoever.

Please reopen

Thanks
Business Response
Date: 06/10/2025

June 10, 2025

Dear Chiashin,

Thank you for your reply email to the Better Business Bureau.

I see that our **************************** has already responded to this matter. For your reference, I have included a copy of their correspondence below.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: 11152331

June 3, 2025

Thank you for contacting Alaska Airlines. It is our goal to ensure your trips with Alaska go smoothly. The best way for us to do that is by hearing from you.

We appreciate you taking the time to reach out to us regarding your recent flight from ****** to *************. I was very sorry to learn of the difficulties you and your wife, Chiyu, encountered while traveling with us. I regret the two of you were unable to fully enjoy this flight after experiencing issues during the boarding process. In your feedback you described feeling discriminated against by our agents when concerns were raised regarding Chiyu sitting in the Emergency Exit row. We truly regret you felt this way as Alaska is committed to providing an inclusive environment for our guests and employees. We do not tolerate any form of discrimination.

I understand you and Chiyu were both holding Emergency Exit row seats for this flight. In your feedback you explained, upon approaching the boarding podium, you and Chiyu were asked our standard Emergency Exit row questions. The two of you were asked if you are willing and able to assist in the unlikely event of an emergency, and if you are traveling with a child under the age of 15.

The reason we ask guests sitting in the Emergency Exit row if they are traveling with a child under the age of 15 is because having this responsibility could disqualify them from sitting in the Emergency Exit row. The only time we would allow a guest traveling with a child under 15 to sit in an Emergency Exit row seat is if the child they are traveling with is seated with a second ****** or guardian elsewhere on the aircraft.

Mr. ****, you indicated that when Chiyu was asked the first questions she hesitated but then said yes. However, after she was asked the second question, she did not answer. You attempted to answer the question for her. But, because our agents are required to obtain verbal confirmation from the guest directly, they felt that it would be best to re-seat Chiyu.

It is never our desire to inconvenience our customers, and we always strive to provide a positive and enjoyable travel experience. However, our primary responsibility, as mandated by the *******************************, is the safety of our passengers. Based on the incident you described, I must confirm that our staffs decision to change Chiyus seat was due to safety concerns. That said, I understand this was an incredibly frustrating experience for the two of you. Clearly, this was not how you and Chiyu expected to begin this trip, and I certainly apologize if our agents were in any way unkind or unprofessional during your interactions with them. It is our expectation that everyone, both our guests and our employees, be treated with care and respect.

It is also important to us that you know that we do not take feedback such as yours lightly. Alaska Airlines is committed to documenting and investigating all allegations of discrimination we receive concerning our employees. Because these situations are often learning opportunities for us as a company and/or as individuals, our Customer ********************** Leadership Teams in Dulles will take note of your experience. For privacy reasons, I am unable to disclose details related to any required coaching or disciplinary actions that may be enforced in response to the concerns youve raised. However, I can assure you that performance expectations will be reviewed with our employees. While it is difficult to determine whether hidden biases came into play, we expect every customer to feel valued and respected, and I truly regret that was not your experience in this case.

As a customer ********************** gesture, we've included two Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to **************************************************************** 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 ***********************.

******** ****, Discount Code ECSR100CMGNT1625764, in the amount of $100

***** ***, Discount Code ECSR100CGGQT1625765, in the amount of $100

Mr. ****, thank you again for contacting us. We hope that you and Chiyu will accept our invitation to join us onboard another Alaska Airlines flight. As it is feedback from our customers which is used to improve our **********************, we value the time youve taken to share your concerns and experience.

Sincerely,

****** *.
Alaska Airlines

Reference#: 11147957
Customer Answer
Date: 06/11/2025

Complaint: 23315932

I am rejecting this response because:
I appreciate the apology but the business is making excuses that they bullied me and my wife because of safety. This could easily have been done in a polite manner. All this could have been explained politely on the scene instead of the yelling and bullying.
I would also more assurances that this will be looked into instead of being swept under the rug. The fact that they waited 30 days to respond does not give me that assurance. I don't want this to happen to others

Sincerely,

******** ****
Initial Complaint
Date:05/11/2025
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 3/29, took a flight with the carrier foreamentioned in complaint name and was horrified by staffs treatment of myself and other passengers.Saw on numerous instances them being verbally abusive to others and then it turned on me. One staffer refused to answer my questions and then assaulted me with the drink cart directly to my knee. Refused to apologize and threatened me with recourse for mentioning it.Brought issue directly to company to have complaint ignored by customer ********************** department.
Business Response
Date: 05/13/2025

May 13, 2025

Dear *****,

Thank you for your email to the Better Business regarding your experience on 3/29/2025.

Upon my review, I see that you have been in contact with our ************************** and your concerns have been turned over to our insurance company ***** and they are managing your claim. Please see the email below.

Sincerely,

*****
Customer Care Representative II

Reference#: ********

April 14, 2025

I appreciate that you took the time to contact Alaska with regard to your recent flight experience.

Since your concerns involved an injury, your matter was submitted to our insurance company, *****. I have confirmed that they sent you an email to your email of record, ********************************* on Wednesday, April 9, 2025 requesting that you complete a Statement of Incident. If you believe you have not received the email, please review your junk mail in the event your email provider disallowed it to your inbox.

Please continue to work with the representative from USAIG regarding your concerns.

Best Regards,

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

Reference#: ********
Initial Complaint
Date:05/09/2025
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.
Flight was canceled, was promised a refund of our hotel fee by the gate agent who moved our flights, and when we tried to get refunded for the hotel, we were told no. Was originally booked through Hawaiian Airlines, which was purchased by Alaska. Flight was on 12/2/24 originally. They did refund us for other expenses, but not the hotel, which was the largest of the expenses (more than double all of the other expenses, and we lost an entire day in ****** because of the cancellation). Just want the refund we were promised by the gate agent
Business Response
Date: 05/09/2025

May 9, 2025

Dear *****,

Thank you for your email to the Better Business Bureau regarding your experience on 12/2/2024.

I was sorry to hear that our flight was canceled but unfortunately no flight information was provided in your email. Please reply with your original flight confirmation along with the flight details of the flight that was canceled. Please note that if the flight that was canceled was operated by ********, any reimbursements/compensation will need to go through them as we are still separate airlines as the merger had not yet been completed. Please reply to this email with scanned copies of your documents attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:05/06/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint regarding my experience on Flight LZARXR from ******* to ************* on May 4, 2025. My experience involved multiple issues, including denied boarding, miscommunication, mishandled luggage, and poor customer ************************. Denied Boarding Despite Timely Arrival I arrived at the gate on time, having checked in my baggage. However, I was told I could not board due to overbooking and I observed other passengers being allowed to board. 2. Lack of Notification Regarding Gate Change;Later, I was told that I missed the boarding due to a gate change. they said im late but I was at the airport on time and checked my luggage . However, I received no notification about the gate change,This inconsistency indicates a failure to properly communicate, which caused confusion and unnecessary delays.3. Poor Customer ********************** and Inadequate Compensation,After being denied boarding, I contacted Alaska Airlines customer **********************. I was told that rebooking was "helping," though I had not requested it. I was offered only a $50 voucher, which is insufficient given the disruption I faced. The representative dismissed my concerns and blamed me entirely for the situation.4. Mishandled Luggage and Delays at JFK?Upon arrival in ********, I was assured that my luggage would arrive with me as they promised, I thought I lost it and spent 4hrs a *** to find it.5. Lack of AccountabilityWhen I spoke with a supervisor, I was told there was no evidence that other passengers boarded before me. I was blamed for not noticing the gate change, despite not being notified. The airline's failure to take responsibility and offer fair compensation has left me dissatisfied with your service.i request a formal apology from Alaska Airlines and reasonable compensation for the financial loss, inconvenience, and emotional distress.I trust that BBB will address this situation in accordance with established guidelines for denied boarding and consumer protection.
Business Response
Date: 05/07/2025

May 7, 2025

Dear Qichen,

Thank you for your email to the Better Business Bureau regarding your experience on 5/4/2025.

At our busy hub airports, where we operate from a large number of gates, a change in gates is quite common and generally results from another aircraft occupying the gate intended for your flight or a last-minute change in aircraft for operational reasons. While we ask that our Customer ********************** Agents make a concerted effort to make clear and frequent announcements regarding gate changes, in addition to posting updated information to the flight information displays, we understand that the announcements may not always be heard in a loud and busy airport environment. Regardless of the circumstances, I offer my sincere apology that you were unaware of the gate change on your recent flight. Additionally, I found that it was noted in your reservation that you were paged several different times due to not being in the boarding area.

I was sorry to hear that you were not able to take your originally scheduled flight as you arrived at the gate 10 minutes prior to departure. To ensure an orderly and on-time departure, we require our customers to arrive and remain available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure time of their flight, even if the flight may be delayed or canceled. At ten minutes prior to departure, the flight should be fully boarded and our gate agent closes the flight in order to help ensure an on-time departure. Allowing customers to board late may delay the flight. Our agents **** **** any passengers who have not boarded prior to closing the flight. If the passengers do not come to the counter, they will be considered as a "no-show" and their seats will be given away. Therefore, in fairness to all our customers, we must respectfully deny boarding to any customer who arrives late at the departure gate.

You also mentioned that you were told that you were denied boarding due to your flight being oversold and that two other passengers were let on the flight after you had arrived at the gate. I can confirm that your flight was not oversold and that you were denied boarding due to not being at the gate. Further, if two other passengers were let on the flight it was because they were in the boarding area 30 minutes prior to departure and confirmed and ticketed on that flight.

Additionally, I regret the mishandling of your luggage. I understand how important it is to receive your belongings promptly, and I apologize for the inconvenience this situation caused. I have shared your feedback with our Customer ********************** Manager in ******* for their review.

Upon my review I do see that you called into our ************************ and were advised that you were too late for boarding and that you were issued a $50 Discount Code due to your bags being delayed. I am very sorry if you felt this situation could have been handled differently and that more compensation should have been offered.

I was however happy to see that we made an exception and rebooked you that same day, as your ticket does not allow for changes or rebooking's. With that said, additional compensation and/or the reimbursement of your financial loss cannot be offered. I am very sorry for any disappointed this may cause and I sincerely appreciate your understanding in this matter.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 05/14/2025
Dear Alaska Airlines Customer Care,

Thank you for your response. However, I must respectfully disagree with several of the conclusions you reached in your letter, as they do not reflect the full reality of the situation I experienced on May 4, 2025.

1. Gate Change Notification

While I understand that gate changes are common at large hub airports, I was never clearly informed that the gate for my flight had changed. I arrived at the originally assigned gate well ahead of the scheduled departure time, and there were no visible or audible announcements about a gate change. If Alaska Airlines cannot provide proof of sufficient and timely communication (e.g., time-stamped notifications, display updates, or boarding area announcements), I believe the responsibility lies with the airlinenot the passenger.

2. Timing of My Arrival at the Gate

You stated that I arrived at the gate 10 minutes before departure and that the flight was closed. However, it is my understanding that the aircraft was still on the ground, and I was denied boarding while others were still being allowed onto the plane. If the flight had not yet departed, it is unclear why I was not permitted to board when I arrivedparticularly since there was no clear signage or alert regarding the final boarding time at the new gate. I request a time-stamped log of all boarding scans and any internal notes about when the flight was actually closed.

3. Allegation That the Flight Was Not Oversold

I was told at the airport that the flight was oversold, yet your letter denies this. Regardless of the official reason, two other passengers boarded after I was turned awaydespite my being present at the gate. I would appreciate clarification and evidence regarding the boarding priority procedures used in this situation. If those passengers were boarded solely because they were present earlier, I request the corresponding time logs to verify this.

4. Delayed Baggage and Inadequate Compensation

While I acknowledge the $50 discount code issued for the delayed luggage, it does not adequately compensate for the inconvenience and stress caused by being separated from my belongings. I had essential items in my luggage that were unavailable to me due to the mishandling. A discount code with future travel conditions attached does not constitute fair compensation under these circumstances.

5. Denial of Refund and Additional Compensation

You mentioned that Alaska Airlines "made an exception" by rebooking me, as my ticket was non-refundable and non-changeable. However, this was not a favorit was a necessity due to the airline's inadequate handling of gate communication and customer boarding. Denying a refund or additional compensation on the basis of a policy exception does not address the core issue: I was unable to board my original flight due to Alaskas operational shortcomings, not due to my own negligence.

In light of the above, I am respectfully requesting the following:
I sincerely hope Alaska Airlines will take this matter seriously and respond with fairness. I remain willing to escalate this matter to the **************************** (***) or continue the complaint process through the Better Business Bureau if necessary.
Business Response
Date: 05/31/2025

May 31, 2025

Dear Qichen,

Thank you for your reply email to the Better Business Bureau.

As advised in my previous correspondence you were paged several times by our gate agent and that it was noted by our gate agent that you arrived 10 minutes prior to departure. Even if the flight is on the ground if boarding is closed and/or you have been rebooked, you will not be permitted to board. This too was advised in my previous correspondence. Additionally, if you arrive at a gate and you do not see your flights information on the boarding screen, that means your flight is not departing from that gate and we recommend seeing a Customer ********************** Agent for assistance.

When reviewing your flights details, I again can assure you that you flight was not oversold as it went out with open seats. I unfortunately cannot provide you with documentation showing this as I cannot provide your flights manifest for the privacy of the other passengers onboard. Further, if two other passengers were let on the flight it was because they were in the boarding area 30 minutes prior to departure and were confirmed and ticketed on that flight.

I am very sorry that you are disappointed with the baggage compensation. Please feel free to contact our Central Baggage Department at ************** for assistance. They are available daily from 7:00am- 7:00pm (PT).

Regarding your refund and compensation request, because you did travel a refund cannot be offered. As for compensation, you again were paged several times for your flight and your flight information was not listed at the boarding gate you were at, so compensation also cannot be offered. You have my apologies for any disappointment this may cause and I sincerely appreciate your understanding in this matter.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference# *******
Initial Complaint
Date:05/02/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a roundtrip flight for my family through Alaska Airlines as part of a long-awaited trip to *********. Our itinerary included a layover in *********, where our connecting flight was delayed. During that time, I informed the gate supervisor that my toddler was experiencing severe *************** and we were considering urgent care.The supervisor assured us that if we chose to remain in ********************************* could rebook our return flight from ********* to ******* on Saturday morning. Based on this assurance, I spent additional money to book a new rental car and hotel accommodations in **********Later, I was contacted by Alaska Airlines and informed that the rebooking was not valid and could not be honored. On top of this, the backup flight option to ********* was canceled due to air traffic control restrictions. We were left stranded, with no reliable alternative or compensation.I reached out to executive leadership and customer care, but as of today, there has been no resolution. The airlines failure to honor a promised flight change resulted in hundreds of dollars in expenses, emotional distress, and a completely ruined trip for my family.
Business Response
Date: 05/02/2025

May 2, 2025

Dear ********,

Thank you for your email to the Better Business Bureau regarding your experience on 4/9/2025.

Upon my review I see that you have been in contact with our ************************* Please see below the email that was sent.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********

April 22, 2025

Dear ********,

Thank you for contacting us regarding your recent flight from ******* to ********* and your intended connection to **************;on April 9, 2025. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is to hear from you.

It is regrettable that after landing in *********, the situation with your toddler's *************** required urgent attention, and the subsequent discussions with our gate supervisor did not result in a satisfactory resolution. I understand that the supervisor initially confirmed a rebooking for a Saturday morning flight from ********* to *******, which led you to adjust your travel plans, including booking additional car rentals and hotel accommodations. I sincerely apologize for the emotional distress and unexpected financial burden this has caused.

Upon reviewing your reservation, I found that you were traveling on Saver fare tickets, which are our most affordable but also the most restrictive fare type, allowing for no changes or refunds. However, due to your child's illness, an exception was made to attempt a rebooking. Unfortunately, additional restrictions placed by the booking agency, *******, prevented us from confirming the change, at which point our team reached out to inform you of these restrictions. We recommend contacting Expedia customer ********************** directly at ************** for assistance regarding the unused tickets.

I also understand how frustrating and disappointing this situation must have been for you and your family, especially during what was meant to be a rare and enjoyable family getaway to *********. We strive to provide excellent service and regret that we fell short in this instance. Your feedback has been shared with our ************************* for review.

Concerning the financial burden due to unexpected expenses for car rental and hotel accommodations, I regret to inform you that we are unable to reimburse these costs. That said, if you have travel insurance, you can contact them to file a claim directly. Additionally, some credit card companies offer travel insurance if you use their credit card to purchase your airfare. I suggest contacting your card issuer, as they may offer coverage for such situations. This could provide some relief for the expenses you faced.

As a customer ********************** gesture, we've included three Discount Codes at the bottom of this email for future travel on Alaska. While I understand this does not make up for the lost time and added expenses, I hope it demonstrates our commitment to addressing your concerns. To use the code, go to **************************************************************** 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 ***********************.

******** *****, Discount Code ECSR50CFGFQ1612987, in the amount of $50

Monday Okete, Discount Code ECSR50CNGDQ1612988, in the amount of $50

Nwanchukwu Okete, Discount Code ECSR50CDGGQ1612989, in the amount of $50

Thank you for choosing Alaska Airlines. We value your feedback and are committed to making improvements where needed. I sincerely apologize for the difficulties you encountered, and we appreciate your patronage.
Sincerely,

Amber S

Reference#: ********
Customer Answer
Date: 05/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *****
Initial Complaint
Date:04/29/2025
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 formally file a complaint regarding my recent experience with Alaska Airlines tied to reservation OFVFEJ. This was by far one of the most frustrating and disappointing travel experiences I have encountered, and I am requesting a full refund back to the original payment method.During my flight, a beverage was accidentally spilled on me by a crew member. Upon landing for my layover, I went to the restroom to clean myself up. By the time I arrived at the gate, I was told the doors were already closed and I could not board. I immediately asked if I could at least be rebooked to return to my original city.From there, I spoke to a customer ********************** representative named *** and later to his supervisor. Unfortunately, both interactions were handled unprofessionally. The supervisor not only dismissed my concerns but also accused me of lying. They claimed multiple attempts were made to contact me, yet I received no voicemails, and no one actually spoke to me live. I now request proof of these alleged calls and voicemailsnone of which appear on my call history.Furthermore, a second representative had already noted in the system that they couldnt offer a direct return flight, but that I could be moved to the next available flight. This is completely contradictory to the supervisors claim that I was marked as a no show. If I were truly a no show, it makes no logical sense that I would be actively trying to get on the next flight or request a return home.The lack of empathy, accountability, and professionalism shown throughout this process was disappointing. To not only deny rebooking but also refuse to issue a refund for circumstances that were out of my control is unacceptable.Again, I am requesting a full refund due to The dismissive and accusatory behavior of your customer ********************** supervisor The failure to properly communicate or leave voicemails The refusal to rebook me despite internal notes suggesting I could be moved to the next flight
Business Response
Date: 05/09/2025

May 9, 2025

Dear *******,

Thank you for your email to the Better Business Bureau regarding your reservation OFVFEJ.

Upon my review, I see that you have reached out and have been in communication with our ************************* Please see their email response below.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: 11117224

May 8, 2025

Dear *******,

Thank you for reaching out to us regarding your recent experience with Alaska Airlines on April 29, 2025. We appreciate you taking the time to share your concerns, and I am truly sorry to hear about the difficulties you encountered during your travel.

I understand how frustrating it must have been to have a beverage accidentally spilled on you during your flight from ******* to *******. I understand that once you landed you took the time to try to clean yourself up which caused you to miss your connecting flight to ************. Our records show that you were offered a replacement flight to ************ later that day but you refused, stating that you would have already missed the speaking engagement you were traveling for. We sincerely apologize for any inconvenience you experienced.

I am also disappointed to read that you feel your situation was handled unprofessionally by our Seattle Customer ********************** Representatives and Supervisor. It is concerning to learn that your concerns were dismissed and that you were accused of lying. I have passed your feedback to our Seattle Customer ********************** Managers for review and additional training where necessary. We strive to provide excellent service, and I apologize for the inconvenience and frustration this situation has caused you.

Regarding your request for a refund, we are unable to honor your request. However, as a customer ********************** gesture, I have asked that the unused segment of your ticket from ******* to ************ be issued as a credit for future travel on Alaska. A credit certificate for $107.72 will be processed and sent to you within 7 business days of this correspondence.

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,

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

Reference#: ********
Initial Complaint
Date:04/29/2025
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.
Date of Transaction: Friday, April 25th, 2025 I checked a large suitcase on a flight from ******* to *********. The contents of the bag was worth over $2000. My bag did not arrive in *********. When I spoke to Alaska Airlines they located my bag in ******* and it arrived in ********* the next morning. I had a flight with another airline earlier that morning, so I could not retrieve my bag. I received a call from Alaska Airline telling me that they are leaving my bag with Flair Airline. I was told that I need to open a new lost bag claim with Flair. I did so. Ive since learned that ***** has no record of my bag. Ive tried several times to speak to Alaska Airlines about this situation, to no avail. One representative returned my call and said that ***** should have shipped my bag to me and they would have to call me back. I havent received a call back. Incident Number: YVRAS67574596 File Locator: KGEMAF Bagtag: **********
Business Response
Date: 04/30/2025

April 30, 2025

Dear *****,

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

Thank you for reaching out to us regarding your recent experience with your checked luggage on Eva *** flight #** from ****** to ******* and then Alaska flight #**** from ******* to ********* on April 25, 2025. From what you have described, I can certainly acknowledge that this was a disappointing experience for you, and I appreciate the opportunity to address your concerns.

Please accept my sincere apology that your bag did not arrive in ********* as expected. As our guest, you have every right to expect your luggage to arrive on time and intact, and I apologize that this was not the case for you. I understand how frustrating it must have been for you to have your bag mishandled between Alaska Airlines and Flair Airlines, especially given the value of its contents.

Regarding the mishandling of your bag between Alaska Airlines and Flair Airlines, I apologize for any confusion as to why you were instructed to open a new lost bag claim with Flair and that they have no record of your bag. The reason for this is that Alaska and Flair Airlines do not have a baggage agreement in place, meaning that we cannot transport baggage on each other's flights unless there is a lost bag claim opened. Our records indicate that on April **, 2025, the Alaska baggage agent in ********* handed the bag over to a Flair Airlines agent, and the agent advised Alaska that they would get it on the next flight to *******. As of this email, I hope that Alaska and Flair airlines were able to reunite you with your baggage.

I was disappointed to hear that you were not provided with timely information regarding the status of your luggage and that you received conflicting information. I think we are all in agreement that providing regular, accurate updates goes a long way towards making the best of an unfortunate situation. I regret any inconvenience this may have caused. I have shared your comments with our Vancouver Customer ********************** Manager so that they can be addressed, and that we can avoid this situation in the future.

*****, as a customer ********************** gesture, I am including a Discount Code. Please reference the appropriate code below at the time of booking.

Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. Complete Discount Code rules and restrictions can be found online at ***********************.

***** *****, Discount Code (eCert code) ECSR100CYGXN1611702, in the amount of $100.00.

In closing, 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 we can demonstrate the high level of customer ********************** we are known for and that you deserve.

Sincerely,

*****
Central Baggage Service

Reference#: 1111**13
Incident#: YVRAS67574596

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1. Gate Change Notification

2. Timing of My Arrival at the Gate

3. Allegation That the Flight Was Not Oversold

4. Delayed Baggage and Inadequate Compensation

5. Denial of Refund and Additional Compensation

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