Complaints

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

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  Alaska Airlines

  19300 International Blvd Seatac, WA 98188-5304

• 

  Alaska Airlines

  108 5000 Miller Rd Richmond, BC V7B 1K6

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  Alaska Airlines

  1423 Cannonball Trl Yorkville, IL 60560-4542

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  Virgin America

  555 Airport Blvd Burlingame, CA 94010-2000

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  Alaska Airlines

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

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:07/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I were flying to ********, connecting flight in *********. The flight was cancelled due to staffing. We got rebooked onto 3 flights, earliest was 6am, we flew to *************, LA then ********. When asking for lodging accommodations we were told they had none and we would have to figure that out ourselves. I informed the ticket agent that I did not have financial resources to get a hotel and that I was also traveling with a minor that has an intellectual disability so staying in the airport would be difficult for them. I was shrugged off and told I would need to figure it out myself. I was given meal vouchers yet all the restaurants were closed, but I was shooed away. I ended up having to pay for ******** to feed my kids and had to get a supervisor to authorize a reimbursement after being told they dont reimburse. My child ended up staying awake for over 25 hours and was having meltdowns and vomiting violently from the stress of the ordeal and lack of sleep. When I spoke with the supervisor on the complaint line they only offered me credit, despite saying I would never fly with them again. I was seeking even a partial of a partial refund to the card on file, and an apology for the cold and callous attitude of the staff in ********* after making a disabled child stay in an airport and not even trying to find if there was any accommodations or something that could be done outside giving meal vouchers that couldnt be used till the morning.

  Business Response

  Date: 07/27/2023

  
  
  
  
  
  
  July 27, 2023
  
  
  Dear ***********,
  
  Thank you for your email to the Better Business Bureau 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.
  
  In reviewing your reservation, I do see that you contacted our ************************ and spoke with one of our supervisors.  You were offered a Discount Code in the amount of $300 per person in lieu of the $75 Discount Code you already received.  You declined this offer because you stated you will never fly on Alaska Airlines again.  If you do not want the Discount Codes we can offer you ****** miles in each of your mileage plan accounts.  These miles can be redeemed on our partners.  If this is acceptable please provide your Mileage Plan account numbers. 
  
  ***********, 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: 07/27/2023

   
  Complaint: 20379220
  
  I am rejecting this response because:
  
  

  To be blunt, I have 0 idea what any of that mileage stuff even means. I rarely fly, and likely wont have the means or need to for a really long time. My major issue is one that keep being ignored so I will be a little more direct:

  My youngest has Autism and ADHD, is prone to being overstimulated and meltdowns. When we got to ********* absolutely no effort to help us was given. My child had been up since 11am CST Thursday, and because of the whole debacle, was up until we got to our destination at 10pm PST on the 21st, this is not good or healthy for even a neurotypical child. On the flight from *********** she was on the brink of having a medical episode, throwing up, having intense stomach pains and having fits of uncontrollable crying. At no point was anything done to help or try to rectify the situation other than offering to kick us off the flight or give us a trash bag. Now all I am getting is offers for miles or credit, but at no point has anyone even offered me empathy or understanding or even reaching out to see how this could prevent this from happening to another parent. I am a single father and flying alone with two children was hard enough, but throw a neurodivergence in the mix kicks it up notch.

  So yes, I was offered credits and declined because it has 0 value to me. The supervisor made it clear that making a complaint would be pointless because of this offer, but honestly, I dont think anyone at any point has actually taken the time to really listen so I didnt listen to her as well.

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

  Business Response

  Date: 08/08/2023

  
  
  
  
  
  
  August 8, 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.
  
  With all due respect, sir, we have tried to assist you and apologized for your experience.  I am truly sorry that this had such an effect on your daughter.  Traveling with children is never easy and even more so when they have health issues.  My offer of the Discount Codes or miles in your mileage plan account still stands.  Please let me know which you would prefer.
  
  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: 08/14/2023

   
  Complaint: 20379220
  
  I am rejecting this response because:
  
  

  I am not entirely rejecting the response. I do appreciate that you are offering something, and have offered an apology, but given the situation that travel back to where I want to go ranges now 2000-2500 and we had lucked out because my brother came into money to fly us out this time around. So $300 per person would not help any to get us to see my family so I wanted to see if we can work a little more on this. I also do want to advocate for other autistic individuals in seeing if there is someone additional I can speak with to help in making things more inclusive or point to areas of improvement. You can reach me directly at *************, and also maybe have someone break down how the miles thing works because Im still very confused on it. 
  

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

  Business Response

  Date: 08/23/2023

  
  
  
  
  
  
  August 23, 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, the most we can do is the $300 Discount Code per person or the ****** miles per person.  You can redeem miles in order to get a ticket.  However, ****** will only provide you with a one-way ticket depending on availability and also the routing.  I believe a Discount Code will be much more advantageous to you.
  
  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: 08/25/2023

   
  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.
  

  I had a few follow up questions for the business:

  1) are the credits only able to be used towards one ticket each credit or can I combine all towards a single ticket

  2) can the credit be used on another Oneworld flight if offered for the destination 

  3) if I need to use the credits for family other than myself/my kids can I do that? 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/24/2023

  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.

  Their system is set up to confuse and not apply the best deal and charge unsuspecting people more money. I went to book a round trip using one way with points and the return using card but the return was much higher than when I first had looked on my phone using no points. (See image)Additionally, Alaska sent out a KONA**** deal. Since I have Points and a wallet credit I called to see my options and the women on the phone explained the **** was for if you had two passengers and poorly explained the deal and said it wouldnt apply using points. And explained the 20k points was a discount which was why the return was more. What?! Yeah made no sense to me either.So I decided to book a one way using points and another separate one way using my Alaskan card, lo and behold the return was cheaper than if I had booked a round trip (same exact flights and days).So then right after Id booked the return using my wallet credit I just had a feeling so I checked the price using that KONA **** code and it was even cheaper, so I could have used the code! I canceled the return one way (my mistake) and called immediately. The women on the phone seemed irritated and also notified me my wallet credit couldnt be refunded or used for up to 7 days since I canceled. This is outrageous, Southwest points and credits go back IMMEDIATELY. When I checked the same flight my seat was available, so youre telling me your system allows for immediate access to that same flight and same seat to buy but cant immediately put my wallet credit back into my account to use for 7 business days. Its 2023 come on Alaskan do better. Ive been an Alaskan customer and cardholder for yearssss since I go to ****** multiple times a year, but your prices and policies arent transparent. If I check back in 7 days I cant use the discount code anymore and the woman on the phone said theres nothing they could do to be able to use my credit. You can see in the photos varying prices for the same flight.

  Business Response

  Date: 07/26/2023

  
  
  
  
  
  
  July 26, 2023
  
  
  Dear *********,
  
  Thank you for your email to the Better Business Bureau regarding the KONABOGO promotion. 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.
  
  At Alaska we place great emphasis on clearly communicating with our customers. We strive to ensure we are providing clear and accurate information with regard to our fares. I certainly apologize for your experience and have taken the liberty of sharing your comments with our ******************** for their review.
  
  In addition, when canceling a ticket that was purchased using mileage, it does go back immediately. Unfortunately, if you used wallet funds, that can take up to 7 business days.  
  
  *********, 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:07/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter an African American child, *************************** (8) was traveling from *******, ** to *******, ** on Saturday July 1st via Alaska Airlines Flight 492 when she was assaulted by ******* (12), a white boy. I was informed by my son *************************** (12) via text around 8:04 pm EST. ******* was eating chips and tried to get ******* to eat a chip he already bit off and she informed him that was gross. He then told her if he gave her a snack of his she would have to hold his hand and proceeded to drop a snack of his on her lap, she then placed the snack on his tray and as she did, so he grabbed her hand and was trying to force her to hold it. She was able to pull her hand away after a few minutes. ******* then lifted the arm rest in-between them wrapping his arms around her waist pulling her close to him and stated she was now his girlfriend. ******* tried to pull his arms from around her but was having trouble doing so and informed her brother, *******, that she was scared and wanted him off of her. ******* then removed ****** arms from around ******* and told ***** stop touching my sister. ******* replied, What are you going to do tough guy? I am 12 and will not be a minor much longer. ******* replied, touch her again and find out. ******* then went into talking about he doesnt believe in God and stated he tried to kill someone with his BB gun. ******* informed the flight attendants of what occurred, and they brushed it off. I contacted Alaska Airlines customer ********************** and spoke with ******, whom I was on the phone with for 50 minutes before the flight attendants decided to move ******* from next to *******. Although the flight attendants stated they were moving him when they were first dispatched, it took them 50 minutes to actually move him. The flight attendants first approached the kids and said, you all behave, the second approach they stated, everyone keep your hands to yourselves, ******* then proceeded to touch ******** belongings, kept trying to grab her hand, and lift the armrest in between them, while my daughter was using her weight as much as possible to hold the armrest down. It took me stating What is it going to take for them to move him? Him putting his hand down my daughters pants. Then everyone is going to try to apologize? She is 8 years old, and she is scared, and my son is livid as he is her brother and wants to protect her, and I am telling him to remain calm as I do not need him getting into any trouble, all while still texting ******* (my son) informing him they stated they are going to move him, and he replied He is still here. People lie all the time, that is when ****** (Alaska Airline Customer ********************** Rep) placed me on hold as she herself was disgusted with how the flight attendants were handling the situation, and then they approved them a third time and finally moved ********************************** asked why am I being moved? I didnt do anything. I was called twice by Alaska Airlines customer ********************** agents to see how long it was going to take to get to the airport. The first **** **************************** stated he apologized for the incident that occurred, they were notified, and I needed to be there before 11:00 pm EST to get a gate pass. The second rep called to see how far I was from the airport and stated she would have the gate pass printed prior to me getting there. I have never in the past been contacted prior to getting to the airport and I was told no one else was allowed a gate pass to get to the gate for me to get my children, that only one person was allowed to pick up children and I explained I cannot lift their luggage, and she stated the luggage was at the carousel, although she was informed they had carry-on bags, the rep still stated well only one person is allowed a gate pass to pick up children, Ill have your boarding pass printed for when you arrive, please confirm your date of birth. When I arrived at the airport the rep did give me my gate pass and when I made it to the gate waiting for the flight to land, ******* parents were already there, which lets me know the Alaska Airline Rep lied about how many people can pick up their children. ******** mother also approached the Alaska Rep and asked about what happened, they were informed an incident occurred, and the Alaska Rep moved to the side of the podium to talk to ******** mother. I also spoke with an ******* Police Officer at **************************** who informed me that they could not get involved as the incident occurred during flight and I would have to reach out to the **** While waiting at the gate, the passengers started to come off the plane and I overheard an elderly lady state to an elderly man It looks like someone isnt going home today and then another child approximately ***** years old told her mother I wonder if the cops are here because of what happened with those kids. I decided to record when my children finally were getting off the plane and as they walked out, they were escorted by ******* Police with ******* right there as well. ******* Police decided to talk to the boy ******** parents first and informed me not to leave, and I stated to them that I was informed by another police officer they would not get in involved and they stated the *** had to handle this, but they informed me that the *** was already contacted. ******* Police took down my information and a brief statement from my children and informed me that the *** would contact me directly. I took my daughter to the rest room and when I came out APD asked me Do you want to let them get a head start? (referring to ******* and his family). I replied, No I do not, I have been up since 5:00 am, I am tired, and it will take me a while to get through the airport as I have 7 herniated discs in my neck from a previous accident, which is why I needed to have someone with me to retrieve my childrens carryon bags from the plane and with my daughter being the victim we should have had the head start not them. While taking the train from the gate to retrieve luggage, the Alaska Rep met me at the carousel to assist with retrieving my childrens luggage and APD was also down there watching me. The Alaska Rep tried apologizing and stated His parents were at the gate before my shift, I was trained to let only one person back. I do not know who let both parents back and I do not even know what occurred. Although she stated she did not know what occurred, she lied as she informed ******** mother on what happened, and she is last Rep that called me to ask how far out I was and printed my gate pass prior to me getting to the airport. When I asked for the flight attendants names on the same day this incident occurred, I was told by the Alaska Rep at the airport as well as customer ********************** that they do not have access to their names, which is also a lie. Since the incident, *** reached out to Alaska Airlines to request the incident report that they stated was going to be ready within 5-7 business days just to be told they will not release it to me only APD, ***, and my attorney (if I have one) can request it. I also reached back out to APD as the *** has yet to contact me and I was informed Special Agent *********** was notified of the incident and when I tried to reach out to him, I was informed he is on vacation. This whole situation breaks my heart knowing that my children were not safe flying alone on Alaska Airlines, the flight attendants did not attend to the situation right away, they downplayed the whole situation, and they charge a few for the flight attendants to monitor the children. There was no way my daughter would have been able to fight the boy off her as he is way bigger than her and my son. If the tables were turned and it was a black boy assaulting a white girl, this situation would have been handled a lot different. It lets me know what society we live in where others on the plane hear things and see things, but no one intervenes. My children will never fly alone again and we will never support Alaska Airlines brand as they failed my children.*Just an update: Special Agent *********** informed me today July 24th, the *** will not take this on because ******* is 12 years old I will need to consult with an attorney. He doubts APD would even pursue charges since ******* is 12.*

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked Alaska airline from ******* to *** on July 27th to July 29th (Conf # NQCVUL). I called within 24 hours to cancel the ticket. I just check my credit card statement today and noticed that I haven't received my refund yet. I called the airline today and was told the ticket was never canceled and I don't get any refund back. After that I was on hold for two hours at the supposed customer ********************** number, which is completely bogus because nobody ever answered. This is burglary. I want my money back! They totally scammed me and I will attempt to dispute the charge with my credit card company.

  Business Response

  Date: 07/20/2023

  
  
  
  
  
  
  July 20, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding confirmation code NQCVUL. 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.
  
  We understand that things happen and although I respectfully disagree with you that we are scamming you, I have authorized a refund of your ticket.  A refund will be processed back to your credit card within 7 business days of this correspondence. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.
  
  Karan, 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: 07/20/2023

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

• Initial Complaint

  Date:07/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Alaska Airline tickets on 6/15/2023 to travel to *****.It is Alaska flight **** departing *** on 10/26/2023, arriving at ***, returning on Alaska flight **** departing HND on 11/09/2023, arriving at ***.Alaska Airlines confirmation code: ONZVBF ***** Airlines confirmation code: 3PRW8E I tried to get seat assignments thru the ***** Airlines website (Booking Search: JAL International Booking) using the ***** Airlines confirmation code: 3PRW8E. The website displayed an error saying the booking could not be found and instructed me to call ***** Airlines. I called them twice ***************) and both times they said they cannot assign seats in advance for flights that are booked and marketed by other airlines. I called Alaska Airlines support twice ***************), and both times was told they cannot assign the seats and that only ***** Airlines can do that.As you can see, both sides are saying they cannot assign the seats. This is a ridiculous situation that only Alaska Airlines can resolve because Alaska established the marketing arrangement with ***** Airlines.I am extremely angry that I cannot get a seat assignment over 4 months in advance. It is extremely important to me to get a desirable seat assignment for the long trans-Pacific flights. It is not acceptable to have to wait until 24 hours before the flight to get what are the last available seats and most likely the least desirable middle seats. I would never have purchased the tickets if I knew I couldnt get advanced seat assignments. My complaint is that this was not disclosed at purchase time. Right now I have no way to get an advanced seat assignment which all customers should get.

  Business Response

  Date: 07/18/2023

  
  
  
  
  
  
  July 18, 2023
  
  
  Dear ********,
  
  I appreciate that you took the time to contact the Better Business Bureau regarding your upcoming flights on ***** Airlines and the problem obtaining seat assignments.
  
  We were able to request seats and they are showing confirmed on our end.  You have 51H and 51J on the outbound and 51C and 51B on the return.  If these are not what you prefer, you will need to contact ***** Airlines in order for them to be changed.  Now that the seats have been confirmed, they should be able to change it for you if you would like.
  
  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: 07/25/2023

   
  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,
  
  ******** Low

  Customer Answer

  Date: 07/26/2023

  I would like Alaska Airlines to know that while they were able to get me assigned seats on the ***** Airlines flight, the ***** Airlines support center **************************** continues to say that if I need any changes to the seat assignments, it must be done through Alaska Airlines.  Per the Alaska Airlines response to my complaint, they still say ***** Airlines can make the changes.

  I am happy with my seat assignments so I don't need any further action, but I want Alaska Airlines to know that the understanding between the two airlines is still broken as both airlines are still saying that the other airline can manage the seat assignments when that is not the case.  If you can pass this info onto the Alaska Airlines ************* Specialist , *********************** (reference#: *******), I would apprecitate it.

• Initial Complaint

  Date:07/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On flight **** which occurred Friday 7/14 evening we had a flight delay which staggered into the evening with the announcements of more and more hours. Our flight was ultimately delayed for four hours which had ** arrive at our destination (*******) in the very early morning hours. Then on to a very disorganized baggage pickup in the carousel which lasted an additional 45 minutes.On a side note, when we were finally ushered onto the plane, there was no greeting from the flight attendants who seemed also very angry and I overheard conversations about their poor salary and hopeful raises. Wow! The beverage period was also marred by a forgetful and lackluster service. They stopped serving in my row and apparently forgot to serve the rest of the plane. (I did say something and she came back with a can of drink however) The only compensation for this mess was a 12 dollar voucher for food at the airport with products that averaged around 16 dollars! It would be nice if further compensation was available.

  Business Response

  Date: 07/18/2023

  
  
  
  
  
  
  July 18, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding your flight from ************ to ******* on July 14th. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you.
  
  I am very sorry for what happened with the delay of your flight and the service you received when you were onboard.  Our records indicate a Discount Code in the amount of $50 was sent to you.  If you would prefer miles in lieu of the Discount Code I am more than happy to deposit ***** miles into your account.  Please advise if this is what you would prefer. 
  
  ****, 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: 07/18/2023

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

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to make a change to my families flight and pushed back our departure by 1 day due to my oldest son needing emergency surgery. The only seats available were first class (which I confirmed by looking online prior to calling Alaska). The price online was $699 per seat and there were 6 available (we only needed 5). We were charged nearly $900 per seat and our return flight was cancelled. The cost of our return trip was credited to the first class flight so it made the difference not appear as drastic. I only noticed the mess up when my flight information for our return trip disappeared. I called Alaska tonight (the day after I made the initial change) to get the return flight rebooked and get reimbursed for the overcharge. While on the phone with Alaska I pulled up the website which still showed $699 for the last remaining seat in first class. Despite the website showing that price when I called, they claimed there was no way for the airline to do reimbursements. Every company that exists has the ability to reimburse customers and the claim that the price changed while I was on the phone makes no sense since it was the same price I was expecting the next day.The deceptive nature of the price change instead of honoring what the website says is borderline unethical. If the price can change behind the scenes where no one can see it how can people truly understand what is happening.Side Note: I was rather rude to the Supervisor I spoke with and if I had the opportunity I would apologize. My sons impending surgery has me a bit on edge and the fact that something as simple as a billing adjustment couldn't be done was very frustrating.

  Business Response

  Date: 07/13/2023

  
  
  
  
  
  
  July 13, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding your recent flight.  I certainly hope that your son is doing ok.  It is always scary when it's our child.  
  
  *****, I am going to need more information from you in order to see exactly what happened.  If you would be so kind as to provide me with your confirmation codes and/or ticket numbers and the names of all travelers, I would appreciate it.  Once I receive this, I will look into it and get back to you.
  
  As always, thank you for flying with us. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 07/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have included the requested additional information below.

  Flight Confirmation: JIPPNV

  Original Flight Dates: Thursday July 13th and Monday July17th

  New Flight Dates: Friday July 14th and Monday July 17th

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

  Business Response

  Date: 07/26/2023

  
  
  
  
  
  
  July 26, 2023
  
  
  Dear *****,
  
  Thank you for your email to the Better Business Bureau regarding your recent travel.
  
  I have submitted a request to our ********************* to refund approximately $315.50 per person.  You should see this credit within 7 business days.
  
  *****, 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: 08/03/2023

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

• Initial Complaint

  Date:07/11/2023

  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.

  I purchased round trip ticket directly with Alaska airlines on there website for June 12, return June 27, 2023.Jan 3, 2023 alaska airlines charged me $808.61 Price changed to $567.81 Alaska airlines offered Flight credit $240.80 I did a chat with Alaska Airlines for a over charged refund and got a future trip credit.I don't want a flight credit for a future trip, I want a refund for over charged flight.***********************************

  Business Response

  Date: 07/11/2023

  
  
  
  
  
  
  July 11, 2023
  
  
  Dear ********,
  
  Thank you for your email to the Better Business Bureau regarding your ticket purchase for travel on June 12th.
  
  My apologies, but you are not eligible for a refund.  The price would have had to go down within 24 hours.  You purchased your ticket on January 3rd but made a change on May 14th.  Only a credit will be issued, not a refund.
  
  ********, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with us. We value your patronage and look forward to welcoming you aboard another Alaska flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I took a flight from *********** to *******. The flight is fully booked and the crew was asking volunteers to check in their luggages before boarding. Right before the boarding, the crew announced they still need two more luggages to be checked-in and they will be ask 2 random passengers to check in their luggage.Once the boarding starts, the crew went directly to us and ask us to check in our carry on bags. Note there are over 50 peoples on the plane, most of them have carry on bags. We are the only two Asians in the group, and the crew "randomly" goes straight to us and made the demand. How coincident is the random bags come from the only *********** on the entire airplane? Not to mention that there are plenty of over-head space to store more than 2 luggages.This is a discrimination to us and the *************** which should not be tolerated at all time.

  Business Response

  Date: 07/11/2023

  
  
  
  
  
  
  July 11, 2023
  
  
  Dear *******,
  
  Thank you for your email to the Better Business Bureau. By taking the time to contact us, you have given me the opportunity to assist you with your concerns today.
  
  So that I may locate all of the details necessary to complete my research, I would like to kindly request that you provide me with your confirmation code and/or dates of travel and flight information.
  
  As always, thank you for flying with us. We look forward to your reply.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: *******

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20299061
  
  I am rejecting this response because: 

  The business is asking for my flight detail. This is to respond their inquiry. Please forward my message to the agent from Alaska Airline.

  The flight confirmation number is JDWHEI. And my claim is regarding to the flight from *********** to ******* AS3426 on July 9th. Thank you.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/15/2023

  
  
  
  
  
  
  August 15, 2023
  
  Dear *******,
  
  Thank you for reaching out to us regarding the difficulties you encountered during your travels with us on July 9th. It is our goal to ensure every trip you have on Alaska goes smoothly, and the best way for us to do that is hearing from you.
  It was disheartening to learn that during the boarding process for your flight from *********** to *******, you and your wife, ******, were forced to check-in the carry-on bags that you had intended to bring onboard. Our employees actions raised discrimination-related concerns, as you feel they may have had an implicit or explicit bias against you due to your ethnicity, since you had observed that other guests were not being asked to check-in their bags, and when you boarded the aircraft, you stated that the overhead bin space appeared far from full. From what you have shared, this has been a very frustrating experience for you, and I understand the importance of being able to travel comfortably and without incident. I hope that my response helps address your concerns. 
  Alaska is committed to providing an inclusive environment for both customers and employees. We are proud of our diversity and inclusion efforts to ensure equity for everyone and absolutely do not tolerate any form of discrimination. We expect every customer to feel valued and respected and I truly regret that was not your experience in this case. I extend my sincerest apologies for the way in which our agents behavior made you feel.
  To further research your concerns, I reached out to our Station Managers in *********** to assist with my investigation. Our Station Manager has reported that due to our Reduced Overhead Carry-on (ROC) protocol, our agents were required to seek volunteers to check-in their bags for this flight as early as boarding began. There were announcements made that stated we needed a certain number of volunteers to check in their bags, and if that amount could not be achieved, then our agents would have to involuntarily check-in bags from guests. The agents working this flight do vaguely remember approaching a couple that was in line in the boarding area and asked them to check in their bags only because the carry-on bags looked as if they exceeded the dimensions allowed. They cannot recall if the passengers they are referencing happened to be you and Yushan due to the amount of passengers they have come into contact with since your travels, but want to assure you that their actions were solely related to meeting their ROC target goals. All of the agents report that they are extremely saddened and disheartened to hear that their actions resulted in our guests feeling singled out due to their ethnicity, and sincerely apologize for how their actions made you feel as that was not their intention in any way at all.
  Jinyang, please be assured that I do understand your concerns regarding the fact that you were asked to check-in your bags that you had intended to carry-on. Consistent with the Reduced Overhead Carry-on (ROC) procedures our staff follows to ensure an on-time and safe departure, which I will gladly share here, the number of bags collected during boarding is established by our Central Load ******** ***** ********** based on fuel, number of checked bags, and number of guests. Such goal cannot be exceeded and, although our employees attempt to get guests to volunteer to check their items prior to boarding, this does not always happen and must be done upon enplaning. Additionally, bags that are too big to fit in the sizer by the boarding door will always be checked, no matter the available space on the aircraft. Alaska's policy regarding baggage states: The suitability of Baggage, as to weight, size, contents, or character, and place of storage of Baggage to be carried in the Passenger compartment of the aircraft, will be determined solely by Alaska. I understand the importance and convenience of having your bags accessible inflight, and apologize for any inconveniences this has caused you and your wife.
  Based on our findings, we are confident that discrimination did not play a role in the events as they unfolded. We recognize how our employees actions have made you and your wife feel and regret the situation you experienced. Although our agents were following the proper procedures in asking guests to check-in their bags, this does not excuse any poor customer ********************** that you received.
  
  In an industry where customer ********************** is a key feature, Alaska has always strived to provide exceptional service to our customers. It is clear we did not live up to our own customer ********************** standards. Because we take your concerns very seriously, your comments are being reviewed by our Station Managers in ********** so they can take internal actions to ensure that Alaskas expectations, views, and values in regard to diversity and inclusion are clear and understood. Additionally, I have asked our Station Managers to remind our agents that our policies regarding carry-on bags and the possibility of needing to check them in at the gate, are to be shared with the guest at the time the bags are requested to help resolve any confusion.
  As a customer ********************** gesture, we've included two discount codes at the bottom of this email for future travel on Alaska. To use the codes, 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 ECSR75CRCQL1083753, in the amount of $75
  
  ***********************, Discount Code ECSR75CQCXL1083754, in the amount of $75
  
  Jinyang, I would like to once again extend my apology for your recent travel experience. We value your feedback, and for this reason, we regularly use customer comments when making considerations for future improvements or enhancements. That said, I am confident that on a future flight you will enjoy the high level of service that Alaska is known for and am confident that we will once again live up to your expectations.
  
  
  Sincerely,
  
  ****************
  Customer Advocacy
  
  
  Reference#: *******

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my Mileage Plan Number: ********* I've been trying to link my Lyft to my alaska account for the past month to earn mileage for alaska airline, but the website just never even worked. I've tried different browsers, computers, phone app, and none of them worked.My account under lyft is under the email address ************************ and phone number **********. I made 6 rides in total in the last week that I could've collected mileage points for already and I just came back from the trip.

  Business Response

  Date: 07/11/2023

  
  
  
  
  
  
  July 11, 2023
  
  
  Dear ****,
  
  I appreciate that you took the time to contact the Better Business Bureau regarding mileage credit for Lyft.  
  
  In reviewing your account, I do see that your Lyft transactions have posted. 
  
  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: 07/11/2023

   
  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,
  
  ***************